Deleting your VeteranHQ account

How to delete your account

Before you delete, save anything you want to keep. Once your account is deleted, you can no longer sign in to open your documents, saved work, or anything else in it. If you email us, the timeline below starts when our team closes the account for you.

What happens right away

• Your account is closed. You are signed out, and the account can no longer be signed in to.
• Your sign-in details are released. Your email address is removed from the account, and any Google, Apple, or VA.gov sign-in linked to it is unlinked, so you can start a new account with the same email whenever you like.
• A membership bought on our website is canceled. We cancel it with Stripe right away and close any checkout you left open.
• VA access ends. If you authorized VeteranHQ through VA, we remove that authorization from the account and ask VA to revoke it.
• Connected AI assistants lose access. If you connected an AI assistant to your account, its access is revoked.
• Usage measurements are deleted. Optional app usage measurements and website purchase-step records linked to the account are deleted at our next cleanup, which runs every six hours.

What is deleted, and when

Within thirty (30) days of your request, we permanently delete the account and the personal data stored with it from our active systems: your profile, uploaded documents and files, VA records synced to your account, saved work, conversations, support messages, and the purchase records stored with your account. A daily process deletes each closed account once 28 days have passed since the request, which keeps deletion inside 30 days even if one daily run does not complete.

Deletion waits, and then proceeds once the reason has ended, while:

• a Google Play or App Store subscription or purchase on the account is still active, pending, or in a paid period;
• a payment provider cannot yet confirm that billing on the account has ended;
• the account is connected to records of a law firm you authorized; or
• the law or legal process requires us to keep the data.

Accounts of law firm staff and administrators are closed the same way, but this thirty-day deletion does not apply to them.

What we keep, and why

• Access logs, for at least six years. Records of who accessed account information and when, without the information itself, as HIPAA requires (45 CFR §164.530(j)).
• Usage and cost records. Records of AI requests made for the account, which hold a request identifier, token counts, and cost but no message content, kept for cost accounting.
• Backups, for a limited time. Encrypted database backups are kept for thirty-five (35) days and then expire, so deleted data is gone from them within thirty-five (35) days of its deletion. Earlier versions of deleted files are kept in our file storage's version history for thirty (30) days and then expire.
• Payment providers' records. Stripe, Google, and Apple keep their own records of payments made through them, under their own privacy policies.

Questions

Our Privacy Policy explains how we handle your information, including retention in Section 6. For anything about deleting your account, email support@veteranhq.app.