Account Deletion

Account Deletion — Last Updated: 3 August 2026

This page explains how to ask us to delete your account, what we delete, and what we have to keep. Full detail on how we handle your data is in our Privacy Policy.

Controller. Lola Health Ltd, registered in England and Wales (Company No. 15961806). ICO registration: ZB752885. Data protection contact: [email protected].

How to request deletion. In the app, go to your profile, open Account Settings and select Delete account. You can also email us at [email protected]. We verify your identity before we action any request, so we may ask you for information that confirms who you are.

How long it takes. We respond within one calendar month. That month runs from the later of receiving your request and verifying your identity where we reasonably need to. If the request is complex, or you have made several, we may extend that by up to two further months — if we do, we will tell you within the first month and explain why.

What we delete. Your account profile, the lifestyle and body-tracking data you have recorded in the app, and your app conversation history.

What we keep, and why. We keep your clinical records, including your test results. We separate them from your account and replace the identifiers that link them to you, so they are no longer readily attributable to you in ordinary use. We want to be accurate about what that means: this is pseudonymisation, not anonymisation. The records remain personal data under the UK GDPR, and they remain within the scope of your data protection rights.

We keep them because we have clinical record-keeping obligations, and because those records may be needed for the establishment, exercise or defence of legal claims — which the UK GDPR recognises at Article 17(3)(e) as a ground on which the right to erasure does not apply. We keep financial records relating to your orders to meet our tax and accounting obligations, under Article 17(3)(b). This means we cannot delete everything, and a request to delete your account does not remove these records.

Results already shared with a partner. If you consented to share your results with a partner clinic, practitioner or wellness provider, those results stay with that partner. Each partner is a separate, independent controller of the data shared with them, so we cannot delete it on your behalf — you need to make that request to them directly.

Complaints. Since 19 June 2026, section 164A of the Data Protection Act 2018 gives you a statutory right to complain to us directly about how we process your personal data. You can complete our data protection complaint form online, or email [email protected]. We will acknowledge your complaint within 30 days, look into it, keep you informed, and tell you the outcome. You can also complain to the Information Commissioner's Office at any time, and you do not have to come to us first: ico.org.uk, 0303 123 1113.