Request deletion of your Jelo account
You can request deletion without installing or opening the app or purchasing another service.
1. Send your request
From your account email, write to soporte@jelo.live, subject “Jelo account deletion request”, stating your username. If you no longer have email access, explain this so a proportionate alternative identity check can be arranged. Do not send passwords, cards or identity documents without a justified request.
2. Verification and pending activity
We will check ownership and outstanding plans, bookings and payments. A request does not immediately erase the account. We will explain progress and outcome. Paid history requires retention obligations to be reviewed; it does not justify simply refusing account closure or retaining unnecessary information publicly.
3. Scope and retained data
The request covers sign-in identity, profile, photos, media, notification devices and related relationships, except data justifiably retained. Messages and shared content affecting others will also be reviewed for deletion or anonymisation. Where financial information or complaint evidence must remain, we will explain categories, purposes and the applicable period or criteria.
Account, profile, sign-in and activity data are retained while needed to provide requested features and manage the account. Plans, messages and reviews may remain as history for authorised people; no verified general automatic expiry applies to that content. Erasure requests are recorded and require processing: receipt does not mean immediate deletion. Where paid booking history exists, direct deletion is blocked and closure requires review and financial reconciliation; information needed for payments, refunds, obligations or claims must be separated from public profile exposure. Professional-account applications and reviews are retained to manage approval and appeals. Professional plan drafts are private; their owner can delete them together with their cover image. Reports, moderation decisions and audit records are retained to investigate and review incidents, with authorised access. Technical notification cleanup selects expired delivery records over seven days old and disabled devices last seen over thirty days ago in batches; deletion exactly at those deadlines is not guaranteed. Enabled devices do not automatically expire for inactivity. No automatic deletion period is claimed for logs, backups or every data category. You may ask support about retained account data, its purpose and the applicable period or criterion, and request erasure or restriction where applicable.
4. Timing and complaints
We will respond to rights requests without undue delay and, as a general rule, within one month of receipt. Where justified by the complexity or number of requests, this may be extended by up to two additional months; we will explain the reasons within the first month. This response period does not mean that all data must be destroyed immediately: we will explain any obligations requiring limited information to be retained and the measures applied to the rest of your data.
If a request cannot be fully granted, we will explain why and how to complain. You may contact the AEPD or competent authority. Uninstalling Jelo or signing out does not delete the account.
5. If you signed in with Google
The request includes basic data received from Google and the identity link retained by Jelo. It does not delete your Google Account. You can also revoke access through your Google Account connections; revocation does not automatically delete your Jelo account or previously received data.
Controller identity and contact: privacy policy.