1How to delete your account
You can request deletion in any of these ways:
- In the app: open the menu, tap Delete account and confirm with your PIN.
- On the web, without the app: sign in at heifamily.com/hei-web with the same account, open the menu and choose Delete account.
- By email: if you can't sign in, write to privacy@heifamily.com from the email address on your account and ask us to delete it.
Deletion runs 24 hours after your request. Until then you can cancel it from the same screen. If you have a paid period running, you can instead choose to keep the account until the time you've already paid for ends, and have it deleted then.
If you created the family, deleting your account deletes the whole family. A second parent who deletes their account only leaves the family.
2Your subscription
- Google Play: as part of the deletion, we ask Google Play to stop the renewal. You can also cancel it yourself in Google Play, under Payments & subscriptions.
- App Store: Apple doesn't let us cancel it for you. Cancel the subscription in your Apple account's subscription settings.
3What we delete
When the deletion runs, we remove your profile, your children's profiles, their monitoring data (such as location history, screen time, steps and the number of calls blocked today), your devices and your children's devices, alerts and family links. The children's phones are released, and you can then uninstall heifamily from them.
4What we keep, and for how long
- Pseudonymous identifiers that prevent repeat free trials — 24 months. They contain neither your email address nor your device identifier in the clear.
- Data strictly needed to stop or follow the billing of a subscription you still have, to show that you asked us to stop it and to prevent the same purchase from being claimed again — as a rule, up to 24 months. On the App Store, your email address is kept only so that we can warn you about continued billing, and it is erased when the subscription ends or, at the latest, within 90 days of the end of the paid period.
- The technical log of billing events — 180 days.
- The support access log (which administrator looked up or changed your family's account, and when) — 24 months.
- Technical incident records (your family's identifier and our notes on a fault we were investigating) — 180 days after the incident is resolved.
- Technical records that expire on their own — server logs after 30 days, crash reports after at most 90 days and, if you allowed product analytics, analytics data after at most 14 months.
- Emails — the copy in our sending queue is deleted after 30 days; copies of the emails we sent you and of our email correspondence with you are kept in our mailbox for at most 24 months after the last message.
- Backups for disaster recovery — deleted data ages out of them within at most 98 days.
The full rules are in our Privacy Policy, under How long we keep data and Deleting your account.
5Deleting only part of your data
You don't have to delete your account to remove data:
- Removing a child erases that child's profile, monitoring data and alerts right away, and that child's device records about 30 days later.
- Switching off any monitoring feature, such as location, Message Guard or the content filter, stops collecting data for that feature.
6Contact
For any question about deleting your data: privacy@heifamily.com.