Delete your account and data

How to request deletion

• By email (works today, no app needed): email support@toplevelcode.com from the Google account email you sign in with, subject "Delete my Walk and Hear account". If you cannot use that address, tell us which address it was and we will verify you another way.
• In the app: deleting your account from inside the app is not available yet. Until it is, please use email as described above.

We will confirm we received your request within 3 business days and complete deletion within 30 days. We will email you when it is done.

Before you delete

• Cancel any paid plan first from "Manage billing" in the app, or ask us to cancel it in your deletion email. Deleting your account cancels future renewals; it does not refund the current period except as our Terms or the law provide.
• If you own tours for an organisation, decide whether to transfer them to another owner first. Otherwise the tours you own, their recordings and narration audio, and published versions are deleted, and the people you invited lose access.
• If you were invited to someone else's tour, deleting your account removes you from it. The tour itself belongs to its owner and is not deleted.

What we delete

• Your account identifier, email address, roles and invitations.
• Tours you own: drafts, published versions, stops, stories, trails, voice recordings and generated narration audio, unless the law requires us to keep them.
• Your organisation's plan and usage records, once billing for it has ended.
• Copies in backups, which are kept for no more than 30 days.

What we keep, and for how long

• Payment and tax records (invoices, amounts, dates, Stripe customer reference): kept for 7 years, as the law requires. Stripe keeps its own records under its privacy policy.
• Security audit entries that name your account identifier: kept up to 12 months, then deleted.
• Content you added to a tour owned by someone else stays in that tour, because it belongs to the tour's owner, but it will no longer be linked to your account. If you want something you created there removed, say so in your deletion email and we will remove it, unless the law requires us to keep it.
• Server request logs: deleted automatically after 30 days.

Delete some data without closing your account

Tour owners and editors can remove stops and recordings from a tour's draft by editing and saving it; the underlying audio files and earlier published versions are kept until you ask us to delete them. To delete a whole tour, its history and audio permanently (archiving only hides it), or anything else, email support@toplevelcode.com with the tour name.

You can also revoke Walk and Hear's microphone or location permission at any time in your device settings.