Account Deletion

Last updated: 11 August 2026

This page explains how to ask us to delete your account, what we delete, and what we have to keep. The full picture is in our Privacy Policy.

Controller. Lola Health Ltd, registered in England and Wales (Company No. 15961806). ICO registration ZB752885. We have appointed a Data Protection Officer, contactable at [email protected].

How to ask

In the app, go to your profile, open Account Settings and choose Delete account. Or email [email protected]. We check who you are before we action anything, so we may ask you to confirm some details.

How long it takes

We respond within one calendar month, counted from the later of receiving your request and verifying your identity. If it is complex, or you have made several requests, we may take up to two further months — we will tell you inside the first month and explain why.

What we delete

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

To be honest about the limits of that: we are still completing the work to make deletion reach every copy of your data automatically, and some stored files can survive the first pass. Where we find any, we remove them. If you want confirmation that a specific deletion has completed, ask and we will check and tell you.

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 not readily attributable to you in ordinary use. To be accurate: that is pseudonymisation, not anonymisation. The records are still personal data under the UK GDPR and still within the scope of your rights.

We keep them because we have clinical record-keeping obligations, and because they may be needed to bring or defend a legal claim — a ground the UK GDPR recognises at Article 17(3)(e). The record of your consent and our clinicians' review logs are kept on the same basis. We keep financial records about your orders to meet tax and accounting law, under Article 17(3)(b).

So deleting your account does not delete everything, and we will tell you which parts we have kept and why.

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 what we shared, so we cannot delete their copy for you — you need to ask them.

What we will do is tell them. When we erase, correct or restrict your data, we notify anyone we shared it with, unless that is impossible or would take disproportionate effort, and we tell you who we told. That is Article 19 of the UK GDPR.

If you are unhappy

Section 164A of the Data Protection Act 2018 gives you a statutory right to complain to us directly about how we handle your personal data. You can complete our data protection complaint form online, or email [email protected]. We aim to acknowledge within 3 working days and will always do so within the 30-day statutory backstop, then look into it, keep you posted and tell you the outcome.

You can 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. You can also go to court.