Skip to main content
Dr20DR20 TRUST, home page
Menu

Legal

Delete your Dr20 account

You can delete your Dr20 account at any time, in the app or without the app. This page explains how, how long it takes, and what DR20 TRUST must keep by law.

DRAFT — pending legal review

This page is a draft. It has not yet been reviewed by a lawyer and may change before the Dr20 app launches.

Last updated:
Version:
0.1 (draft)

Request Account Deletion

Use either of these two ways. Both delete your Dr20 account and the personal data linked to it, except the records we must keep by law.

In the Dr20 app

  1. Open the Dr20 app and sign in.
  2. Go to Profile → Delete Account.
  3. If anything is still open, such as an upcoming appointment or an unpaid bill, the app lists it. Finish or cancel it first.
  4. Read what will be deleted and what must be kept.
  5. Confirm with the one-time password (OTP) sent to your mobile number. We confirm the deletion by SMS.

Without the app

  1. Email us at the address below, with the subject “Request Account Deletion”.
  2. Include your full name and the mobile number registered with Dr20.
  3. We check that the request comes from you, for example by sending a one-time password (OTP) to your registered mobile number. Share that code only when you have asked us to delete your account.
  4. We confirm by SMS when your account has been deleted.

Email: grievance@dr20.in

You do not need to install or open the app to use this option.

Request Account Deletion

How long it takes

  • In the app: your account is deleted as soon as you enter the code, and you are signed out on every device.
  • Without the app: we acknowledge your request within 24 hours, and complete the deletion within 7 days of confirming your identity.

What is deleted

  • Your login and profile: name, date of birth, gender, email and language preference.
  • Profiles of family members the clinic has never seen.
  • Reports you uploaded that no doctor has opened.
  • Saved addresses, notifications, notification settings and device tokens.
  • The text of your reviews and your name on them. Your star ratings stay in the doctor’s rating without your name.

What we must keep, and for how long

Some records must be kept even after your account is deleted. They are stored securely, used only for the legal reason they are kept, and deleted or anonymised at the end of the period.

Records kept after account deletion
RecordHow long it is kept
Medical records: consultation notes, prescriptions, vital signs, and reports a doctor used, including those of family members the clinic has seen10 years from the last visit; for a child, until they turn 24 if that is later
Invoices, receipts, and payment and refund records7 years, as tax and accounting laws require
Registration details of the deleted account: your mobile number and when the account was opened and deleted180 days, as the Information Technology Rules, 2021 require (1 year for accounts deleted from 13 May 2027, under the Digital Personal Data Protection Rules, 2025)
Security and system logs180 days to 1 year, as cyber security and data protection rules require
Open complaints or legal claimsUntil they are resolved

Before you delete

  • Signing out or uninstalling the app does not delete your account.
  • Finish or cancel upcoming appointments and home-care bookings, and pay any unpaid bills, first: an account cannot be deleted while any of these are open. Refunds follow the Refund & Cancellation Policy.
  • You can ask us for a copy of your records before you delete your account.
  • If you want only some information removed, rather than your whole account, contact us and we will explain what can be deleted.
  • Deleted information cannot be restored.

If you work with DR20 TRUST

Doctors, nurses and other staff cannot delete their Dr20 accounts in the app: contact our Grievance Officer, who closes the staff side with you first. Employment, payroll and professional verification records are kept for as long as employment and tax laws require.

Questions

If you have questions about deleting your account or your data, contact our Grievance Officer.

Grievance Officer

Name
J John Milton
Designation
Managing Trustee and Grievance Officer, DR20 TRUST
Registered office
DR20 TRUST, 4-214 S, Vadakkankulam Road, Near New Water Tank, Kavalkinaru – 627105, Radhapuram Taluk, Tirunelveli District, Tamil Nadu