Data Deletion Instructions

1. Before you start: export your records

If you have records in Health Cloud, download them first. Deletion and account closure remove your access to them, and we cannot restore them afterwards.

2. How to make a request

In the product: use the account controls where they are available - this is the fastest route and needs no identity check beyond being logged in.

By email: connect@acrocanhealthtech.com

Tell us the account (the registered email or phone number) and what you want deleted - your whole account, or specific records. Do not email us medical documents or sensitive health details. We do not need them to process a deletion request.

3. We verify before we delete

Deletion is irreversible, so we confirm you are entitled to ask for it. We verify your identity and your ownership of the account, and we apply more careful verification where the request involves health records than where it involves a preference.

If we cannot verify a request, we will tell you and explain what we need.

4. Closing an account and deleting data are not the same thing

Closing your account stops you using Acrocan and removes your access to what is stored in it.

It does not mean every record is erased the same day. Some information must be retained for a period - section 6 explains exactly what and why.

5. What we delete

Depending on your request and what the law allows, we delete or de-identify:

• your profile and account information;
• optional information you added;
• Health Cloud records that Acrocan controls;
• your communication preferences and marketing and channel consents;
• support and service history that is no longer needed for a purpose in section 6; and
• other information no longer required for an authorised purpose.

6. What we keep, and why

We keep only what a specific obligation requires:

• Payment, invoice, refund and accounting records: retained for tax, accounting and audit obligations.
• Fraud, security and access logs: retained for fraud prevention, security and applicable log-retention requirements.
• Grievance and dispute records: retained for complaint handling and legal defence for the applicable limitation period.
• Consent, policy-acceptance, sharing and deletion evidence: retained to show what you agreed to, shared, withdrew or asked us to delete.
• Records under a legal hold: retained where a legal obligation, investigation or proceeding requires them.
• Healthcare coordination records: retained only where an applicable legal or professional obligation requires them.

We retain the minimum each obligation requires, and we delete it when the obligation ends.

7. Records held by doctors, laboratories and pharmacies

Deleting your Acrocan copy does not delete a provider's copy.

A doctor who consulted you, a laboratory that tested your sample and a pharmacy that dispensed to you each keep their own records under their own professional and legal obligations. Those records are theirs, not ours, and we cannot delete them.

To ask a provider to delete a record it holds, contact that provider directly. We will tell you who they are and how to reach them.

The same applies to information already passed to a payment provider or another third party that independently controls it.

8. Revoking sharing without deleting

If you want to stop a doctor, laboratory or other recipient from accessing a record through Acrocan but keep the record yourself, revoke the sharing permission instead of deleting.

Revoking stops further access through that permission. It does not retrieve a copy already lawfully received.

9. Backups

Information removed from our active systems can remain in protected backups until those backups cycle out under our retention schedule. Backups are used for restoration, security and legal obligations - not as an ordinary source of data after deletion. When a backup expires, the deleted information goes with it.

10. How long it takes

We acknowledge a deletion request within 48 hours.

Once verified, we ordinarily complete an eligible deletion request within 30 days and confirm what was deleted and anything that had to be retained under section 6. Where a legal hold, complex account relationship or another justified constraint prevents completion within that period, we explain the reason and the next step.

11. If we cannot delete something

We may be unable to delete information where deletion would conflict with a legal obligation, a tax or accounting requirement, a fraud or security requirement, an ongoing dispute or legal hold, or a provider's independent record obligations.

Where that happens we tell you which limitation applies and what we are keeping. We do not refuse a request without explaining it.

12. Contact

Consumer, privacy and deletion email: connect@acrocanhealthtech.com

Grievance Officer: Aman Kumar Singh, Director

Address: ACROCAN HEALTHTECH PRIVATE LIMITED, BL-C, 4th FR, FL- 4A, 10, Agrasain Street, LP-104/8, Liluah, Uluberia - II, Howrah- 711204, West Bengal, India

If you are not satisfied with how we handled your request, you can approach a consumer commission, a data protection authority or another competent authority.