Leaving LoseWell?
Here’s how.

Who this page is for

This page is for people with an account for the LoseWell app on Google Play, or a LoseWell membership at losewell.co.uk. It is the same account either way. The app and the service are provided by:

Shelly Brackner trading as LoseWell
Email: [email protected].

How to request deletion

1. Email us at [email protected] from the email address on your LoseWell account, with the subject Delete my account.
2. Confirm it is you. We may need proportionate information to verify your identity. Do not send identity documents unless we ask for them through an appropriate route. Never send your password or sign-in link.

Account deletion is handled by a person, not an automatic deletion timer. We normally respond within one month; if a lawful extension is needed, we will explain it.

Withdrawing your health-information consent in Privacy choices pauses personalised processing. It is not account deletion, so please email us as above.

What we delete

On a deletion request, we remove information that is no longer needed from our active systems. That includes:

• Your account and member record: name, email, account identifier, authentication records, membership status and invitations.
• Your profile and plan: the age, body measurements, weight, activity, abilities, limitations, treatment context, food preferences, exclusions and goals you entered, and the plan built from them.
• Your records: food and drink logs, appetite, actual injection dates, workouts, check-ins, weigh-ins, measurements, steps saved from Health Connect, and progress photos.
• Coaching: messages, requests, relevant notes and review outcomes.
• Service records such as support correspondence, security logs and access history, unless an exception below applies.

What we keep, and for how long

• Consent evidence (your consent choices and the wording version) is kept only as needed to demonstrate and manage your choices.
• Legal exceptions: information is kept only where it is necessary for an active service request, an unresolved complaint, a specific legal duty or a legal claim. If an exception requires retention, we will explain the reason and the relevant period when we respond to your request.
• Backups: deletion from active systems is not immediate removal from our providers’ backups. Residual backup copies are restricted and expire through the provider’s backup cycle.
• Shared barcode foods: if you added or corrected a product in LoseWell’s shared barcode food library, the product details (barcode, name, brand, serving and nutrition values) are product information, not personal information. They stay in the shared food library for other members. The record of which account added or changed the product is removed when your account is deleted.
• Your device: browser copies may remain on your device until cleared. Sign out, then clear the site data or uninstall the app.

LoseWell only reads step counts from Health Connect and does not write to it, so deleting your LoseWell account does not change Health Connect. You can remove LoseWell’s permission in Health Connect at any time.

For more detail, see our privacy notice. You can complain to the Information Commissioner’s Office (ICO).