In the app — the fastest way
If you can still sign in, this takes under a minute and happens straight away.
- Sign in at alutra.app.
- Go to Settings, then My profile.
- Scroll to Delete my account.
- Confirm. You'll be signed out immediately.
By email — if you can't sign in or you've uninstalled the app
Email hello@alutra.care from the email address on your Alutra account, with “Delete my account” as the subject.
We'll confirm it's really you before we delete anything. Your account is part of a shared care record that other people rely on, so we will not act on a deletion request we can't verify — that protects you as much as them. If you've lost access to that email address, say so and we'll find another way to check.
We reply within 3 working days and complete verified requests within 30 days. There is no charge.
What gets deleted
- Your account and your ability to sign in.
- Your name, email address, phone number and profile photo.
- Your private direct messages.
- Your own wellbeing check-ins, reminders and notification settings.
- Your devices' push notification registrations.
What stays, and why
Alutra circles are shared. The care notes, check-ins, appointments and photos you added are part of another family's record of looking after someone they love — often someone who is unwell, and sometimes someone who has since died. Removing them would take holes out of a history that isn't only yours.
So that content stays in the circle, and your name comes off it. Anywhere you were named as the author, it will read “Former member” instead. It can no longer be linked back to you.
Messages you sent to the person being cared for stay with them for the same reason: they were a gift to someone else, and they are not ours to take back on your behalf.
If you want specific content you wrote removed as well, tell us which items when you email us and we'll work through it with you and the circle.
How long it takes
- Immediately: you're signed out and you cannot sign in again.
- Within 30 days: everything listed above is permanently erased from our systems. We hold it for those 30 days only so that a mistaken or fraudulent deletion can be undone.
- Changed your mind? Email hello@alutra.care inside those 30 days and we can restore it. After that it's gone for good.
We keep payment records for as long as tax and accounting law requires us to, and nothing else. This is set out in our Privacy Policy.
If you look after a circle
If you set up a circle and other people are still in it, deleting your account would leave them with nobody able to manage it — approve new members, change care levels, or look after the subscription. Alutra will tell you this instead of going ahead.
Email hello@alutra.care and we'll hand the circle over to someone else in it first, then delete your account. If you're the only person in your circle, deleting your account removes the circle too, and you can do that yourself in the app.
Questions
Email hello@alutra.care. Alutra is operated by Alutra Ltd, New Zealand.