Delete Your Account

Applies to all EzerHeal apps (Patient, Doctor, Pharmacy, Lab, Service)

1. Delete your account in the app

You can delete your EzerHeal account and associated personal data directly in the app:

  1. Open the EzerHeal app and sign in.
  2. Go to the Profile tab.
  3. Tap Delete Account.
  4. Review what will be deleted, then confirm. For your security, you will be asked to re-verify your identity before the request is accepted.

Before the request can be accepted, two things must be true:

  • Your wallet balance must be zero. Withdraw or spend any remaining balance first — wallet funds cannot be recovered after deletion.
  • You must have no upcoming appointments. Cancel or complete any scheduled consultations first.

2. 30-day grace period

When your deletion request is accepted, your account is deactivated immediately and scheduled for permanent deletion after 30 days, in line with our obligations under the Digital Personal Data Protection Act, 2023 (DPDP Act).

If you change your mind, you can cancel the deletion at any time during those 30 days by signing back in to the app and confirming your identity. After 30 days, deletion is permanent and cannot be undone.

3. What is deleted and what is retained

When the 30-day grace period ends, we permanently remove your profile and personal information, appointment history, chat messages, uploaded files (such as photos and documents), and your sign-in credentials. Your phone number is disassociated and can be used to create a new account.

Some records are retained for the periods required by Indian law, as described in our Privacy Policy — for example, consultation records and prescriptions (3 years, per the Telemedicine Practice Guidelines 2020) and payment records (7 years, per tax regulations).

If you would like a copy of your data first, use Profile > Export My Data in the app before requesting deletion.

4. Can't access the app?

If you no longer have the app installed or cannot sign in, you can request deletion by email. Write to [email protected] from a contact method linked to your account, and include the phone number you registered with. We will verify your identity before processing the request, and the same 30-day grace period and retention rules apply.

For general help, you can also reach us at [email protected].