Delete Your Account

You can ask us to delete your Soltara account at any time. The same account signs you in to the Soltara Compass app (Android and iOS) and to the guest portal at app.soltara.live, so one request covers both. You do not need the app installed to make the request.

How to Request Deletion

1. Email us at intake@soltara.co from the email address your account uses, with the subject line “Delete my Soltara account”. If you can no longer access that inbox, tell us and we will verify your identity another way.
2. Tell us what you want deleted. By default we delete your account and everything listed under “What is deleted” below. If you would rather keep the account and remove only some data (for example your portal messages), say so and we will do that instead.
3. We confirm the request. We reply within 5 business days to confirm it came from you. If you have a retreat coming up, we will also check that you understand deletion ends your portal access for that stay.
4. Deletion is completed within 30 days of confirmation, and we email you when it is done. Your sign-in stops working at that point, on every device.

You can also reach us on WhatsApp at +1-800-397-1730 to start a request, but we will still confirm it by email before deleting anything.

What Is Deleted

When your account is deleted, we remove:

• your sign-in account and credentials with our authentication provider, including any passkeys, and Soltara’s own ability to sign you in with Google or Apple. Apple and Google each keep their own record that you once signed in to Soltara with them; that record is yours to remove, and takes a moment (Apple: Settings → your name → Sign in with Apple; Google: Google Account → Security → Third-party apps & services);
• the push-notification token for each device you used with the Compass app;
• the messages you wrote in portal group chats and in direct messages with our team, and your chat display name;
• transcripts of your conversations with the portal’s AI assistant;
• portal preferences and any drafts saved in your account; and
• your name and email address from our marketing lists, if you were subscribed.

Deleting your account does not reach into your phone. Beyond the signed-in session, the Compass app may keep a draft of intake answers you started but did not send, and a few small app settings, in its own storage on that device. These are removed when you sign out of the app, uninstall it, or clear its data in your phone’s settings. Uninstalling the app does not, on its own, delete your account.

What Is Kept, and for How Long

Some records are kept after your account is deleted because we are required to keep them, or because they document the safety of a retreat you attended. They are removed from the portal, are no longer linked to a sign-in, and are accessible only to the staff who need them for the reasons below:

• Booking and payment records (retreat dates, amounts paid, refunds, and credits) are kept for up to 7 years after the transaction to meet tax and accounting obligations.
• Intake and safety screening records for retreats you attended, and any medical clearance notes, are kept for up to 7 years after your last retreat, because they document the care decisions made for you.
• Signed documents (consent forms and agreements) are kept for the same period, as a record of what was agreed.
• Correspondence with our team (emails and call notes held in our customer relationship system) is kept for up to 7 years for the same reasons.
• Server logs that may contain your IP address are kept for up to 90 days and then discarded on their normal schedule.

If you never attended a retreat and have no booking with us, we keep only the minimum needed to show that your deletion request was honoured: your email address, the date you asked, and the date the deletion was completed. That record is kept for up to 7 years from the completion date and then discarded.

Questions

Our Privacy Policy describes everything we collect and why. For any question about deletion or your data, write to intake@soltara.co.