Delete your GrailGuard account

Delete your account yourself (quickest)

1. Sign in to the GrailGuard app, or go to My Account on grailguard.io and sign in.
2. Open the Security tab. On a phone, swipe the row of tabs (My Deliveries, Coverage, Profile…) to the left to reach it.
3. Under “Danger Zone”, tap Delete my account.
4. Type DELETE, enter your password, and tap Schedule deletion. Nothing is deleted yet.

Your account is then scheduled for deletion and we email you to confirm. For the next 30 days you cannot sign in to your account or book with it, but you can change your mind: sign in with your usual email and password and choose “Restore my account” when prompted. When the 30 days are up you can no longer sign in to or restore the account, and our team carries out the deletion described below within 15 days after your window ends (usually sooner). If a booking you sent or are receiving is still in progress at that point, we finish that delivery first and then complete the deletion. It cannot be undone.

Want a copy of your data first? On the website, open My Account and choose “Account & data controls”, then “Export my data (JSON)”, before you delete. Deleting your account does not cancel or refund bookings you have already paid for. If you have a delivery scheduled more than 30 days from now, wait until it is delivered before deleting your account, or email us first.

Or ask us by email

If you can’t sign in, or would rather we handle it, email privacy@grailguard.io from the email address on your account, with the subject line “Account Deletion Request” (or “Right to Erasure Request”) and your full name. If you no longer use that address, say so; we will need to confirm your identity another way before we act.

• We acknowledge your request within 10 business days (we typically respond within 1 business day).
• We complete the deletion within 30 days. A complex request can take up to 90 days in total; if yours needs more than 30 days, we will tell you.
• When we are done, we confirm in writing which categories of data were deleted and which were kept.

Received a delivery but never made an account? Email the same address with your tracking number.

What we delete

• Your account sign-in and profile — your name, email address, phone number and password are removed, along with the answers you gave when you signed up (such as your age, state, social handle and how you heard about us). You will no longer be able to sign in.
• Saved addresses, saved payment-method details and notification settings.
• Marketing and messaging records — your marketing contact and unsubscribe records, promo-code redemptions, and your entries in our outgoing text-message and email queues.
• Personal details on your past bookings — your name, email address and phone number, the recipient’s name, email address and phone number, the pickup and delivery addresses, access notes, and any ID numbers entered for verification are removed or replaced with a placeholder.
• The text of your support messages and claim descriptions is replaced with a placeholder.
• Live-tracking location points recorded by the courier during your deliveries.

What we keep, and for how long

Some records are kept after deletion because the law requires it or because they are needed to answer coverage claims, chargebacks and disputes:

• The delivery evidence for each booking — the chain-of-custody timeline (including the time and location stamps saved at each step), pickup and delivery photos, the recipient ID photo taken at handoff, and condition-inspection records. Kept for at least seven (7) years from delivery. These records stay linked to the booking’s tracking number after your name and contact details are removed from it.
• Booking terms records — the IP address, device and browser details and initials recorded when the booking terms were accepted, the item description, and any pickup, delivery or special instructions typed into the booking. Kept for up to seven (7) years from delivery with the booking.
• Signatures and release initials — kept for up to seven (7) years with the booking, or destroyed sooner where state law requires (see the biometric notice in Section 2 of our Privacy Policy).
• Payment, refund and tax records — kept for at least seven (7) years for tax and accounting purposes. Our payment processor keeps its own transaction records for dispute and chargeback handling (typically 3 years).
• Sanctions-screening logs, where a booking was screened — kept for 5 years, as federal law requires.
• A record that your account existed and was deleted, with no name, email address, phone number or password, and an entry in our audit log showing when the deletion ran.
• Support chat transcripts are unlinked from your email address and deleted within 90 days of the chat.
• Copies of emails already sent to you are kept by our email provider for up to 90 days, and server logs for up to 30 days, then deleted.
• Website analytics (if you allowed analytics cookies) are kept in identifiable form for up to 12 months, then reduced to counts.
• Open claims. The delivery evidence listed above is kept even if a claim or dispute is open. If you have an open coverage claim, please wait until it is resolved before deleting your account, or email us first.