Closing Your Account

How to request closure

You can request closure of your account in two ways:

1. From within the app: open the urSynergy Hub Android app, tap Settings, then Close account and follow the prompts. (Available in a forthcoming app update.)
2. By email: send a closure request to privacy@urbreed.com from the email address associated with your account. Include "Account closure request" in the subject line.

What happens when we close your account

We close the account and overwrite the personal details held on it, so it can no longer be signed into or used to identify you:

• Your name, email address and phone number are overwritten
• Your password is replaced with one that cannot be used
• Every active session and access token is ended, on every device
• The account is deactivated and cannot be signed into again

We do not delete the underlying records. Closing an account removes your personal details from it and withdraws your access; it does not erase the history of what happened, which in some cases belongs to an animal rather than to you. The next two sections explain what stays and why.

The animal's record stays with the animal

An animal's record is not your personal data alone. Its health history, identity and care history belong to the animal and travel with them — to a new guardian, to a veterinarian, to whoever cares for them next. A vaccination given in 2024 does not stop having happened because the person who arranged it closed their account, and the animal may need that record years later.

We retain it on that basis, under the release signed when the animal was first registered. This includes communications about an animal's health or welfare: a call or message about a condition is a health record that happened to arrive by phone.

We should be precise about that last point. Every call and message is retained — we delete nothing. But a communication is only filed into a particular animal's recordwhen someone handling it says which animal it was about. That is a deliberate choice: requiring it would make people pick an animal to clear a field, and a confidently wrong record is worse than a missing one. So the animal's file holds what was actually identified as theirs, not everything that might have been.

We also retain, as before: aggregate statistics that cannot be linked back to you; financial records required by tax and accounting law (typically 7 years); and records tied to a legal dispute, fraud investigation or regulatory inquiry open at the time of your request.

What is not yet removed

We would rather say this plainly than let you assume otherwise. Closing your account today does not remove:

• Direct messages you have sent or received
• Call history
• Contact entries you uploaded
• Push-notification and device registrations
• Saved preferences

Your closed account no longer appears as a person others can find or contact, but this content is still stored — and a message you sent still sits in the other person's conversation, where they can read it. We are not going to describe that as deletion. We are building the ability to withhold this content from view entirely, and this page will be updated when it lands. If any of it is causing harm to you or to an animal, tell us and we will deal with it directly rather than waiting for that work.

Timeline

We will confirm receipt of your request within 7 days and close the account within 30 days. If your request requires manual review (for example, an active subscription or open support ticket) we will let you know and provide an updated timeline.

Questions

For privacy-related questions or if you do not receive a response within 7 days, contact us at privacy@urbreed.com. You can also review our full Privacy Policy.