Data Deletion

How to ask us to delete your Ekati data, what we delete when you do, what we are required to keep, and how long it takes. It costs nothing, it applies equally to the website and the mobile app, and it does not affect your right to use the service in the meantime.

1. In short

You can ask us to delete your data at any time. You do not have to give a reason, you do not have to close your account first, and we do not charge for it or treat you differently for having asked.

You can make the request with the form on this page or by email. Both reach the same place.

Uninstalling the app is not a deletion request. It removes Ekati from that one device and leaves your account and your learning record exactly as they were.

2. What you can ask us to delete

Tell us which of these you mean and we will act on it. If you are not sure, ask for the whole thing and we will confirm with you what that involves before doing anything irreversible.

• Your account and everything attached to it — profile, enrolments, submissions, results and messages.
• Only your mobile app data, keeping your web account and your courses as they are.
• Part of your data — for example one course, or your profile photo, or a message. Tell us what.
• A learner's records held by a school. Ask the school, not us: a school decides what it keeps about its own learners and publishes its own policy for it.

3. How to ask

Use the form below, or write to :email. If you use the form you will get a confirmation by email, and you will get a second email once the request has been dealt with.

Give us the email address on the account, and the name on it. That is all we need to find it. If you are asking on someone else's behalf — a child, or an adult who cannot ask themselves — give us your relationship to them as well.

• We will confirm that the request is ours to act on before we delete anything, unless it is plainly safe to proceed without asking.
• We may ask you to confirm you control the account before we delete it. That is to stop anyone else deleting it, not to make the process difficult.
• If we cannot find the account, we will tell you that rather than say nothing. We do not confirm whether an email address has an account here.

4. What we delete

When we confirm a deletion request, we remove:

• Your profile: name, email address, phone number and profile photo.
• Your learning record: enrolments, lesson history, submissions, assessments, grades and attendance.
• Your messages and your support conversations.
• Your device registrations, including any push token held for your phone.
• Your analytics history held in identifiable form.
• Files you uploaded — your submissions, and your own documents.

5. What we keep, and why

Some records we are not allowed to delete, or not allowed to delete straight away. We keep the smallest thing that satisfies the obligation, and we keep it only for as long as the obligation lasts.

• Invoices, receipts and payment records — kept for as long as tax and accounting law requires.
• Certificates already issued — kept so that a certificate someone was given remains verifiable. Download a copy before you ask us to delete.
• Records needed to establish that you asked for the deletion and that we carried it out.
• Logs needed to investigate fraud or a security incident, for a short defined period.
• Figures that no longer identify you. An anonymised count of how many people used a feature is not your data and is not deleted, because it is not about you.

6. How long it takes

A straightforward request is completed within the period quoted at the top of this page. Some requests take longer, and we would rather explain why than let you wait in silence.

• A course you are part-way through, or a school that is still administering an assessment, needs the school to confirm before records go.
• An unfinished payment or an open refund is completed or closed first, so the money is accounted for on both sides.
• Where we are waiting on you to confirm something, the clock restarts when you answer.

7. What happens to your courses and certificates

Enrolling in a new course stops working as soon as the deletion runs, on every device, in the app and on the website alike.

Deleting your data is not a refund. If you want your money back, that is a separate request under the refund terms, and it does not need a deletion request.

8. If we cannot delete something

Sometimes there is a record we cannot remove, either because the law requires us to keep it or because another organisation holds it. We will tell you which record, why, and how long we will keep it — rather than delete the rest quietly and leave you thinking everything went.

You can still complain about it, to the supervisory authority named at the end of this document.

9. Requests about a child

A parent, a guardian or the school may ask on behalf of a learner who is not old enough to ask for themselves. Tell us your relationship to the learner and we will verify it before we act.

We do not act on a deletion request from a learner below the age at which they can legally consent, because the account is the account holder's.

We aim to confirm every deletion request within 30 working days, and to complete it within the period that applies to it. If a request is going to take longer, we will tell you why rather than let it go quiet.