Deleting Your PawHelp Account

Part A. Instructions

1. Deleting in the app

1. Open Profile and tap Delete account.
2. Confirm the deletion request. If you signed in a while ago, the app will ask you to sign in with Google again: a request is only possible within 5 minutes of signing in.
3. The request starts a 24-hour cancellation window. The app shows when it ends. Until then you can withdraw the request with Cancel deletion; you do not need to sign in again for that.
4. When the window ends, deletion becomes irreversible. From then on the server completes it by itself, even if you have closed the app or no longer sign in.
5. You can see the deletion status in the app (Refresh). The account counts as deleted only once the server confirms completion; the app then shows "Account deleted" and signs you out.

From the request on, your reports are hidden from the shared map and the account cannot be used: changes to its data are refused. If you cancel, your reports are visible again, except those hidden by a moderator.

2. Deleting without the app

Web page: https://pawhelp.app/delete-account. Sign in with the same Google account and send the deletion request. You do not need to install the app. The same procedure as in the app applies: a 24-hour cancellation window, then irreversible deletion (section 1).

The page works for both international and Kazakhstan accounts. For a Kazakhstan account, the request is accepted by the regional server of the Kazakhstan contour.

Email request: privacy@pawhelp.app.

• Write from the address linked to your Google account, or state that address in the email.
• Subject: "PawHelp account deletion".
• We may ask you to confirm the account is yours. We do not ask for any other documents.
• Processing time: 15 working days.

3. What is deleted

Data is deleted after the cancellation window ends. Exceptions are listed in section 4.

All accounts:

• the Firebase Authentication account (sign-in, email, name, profile photo, service markers) — at the last step;
• your reports, their photos and the entire chat of those reports, including other participants' messages;
• your messages and "I'll help" marks in other people's reports;
• the 18+ confirmation, your surname, given name and patronymic, and the consent log;
• blocks you set and blocks other users set on you;
• the profile, settings, daily counters, reservations, photo upload service records;
• notification devices and the notification list;
• complaints you filed;
• decided complaints about you, warnings and the abuse-protection log;
• the region registry entry.

Additionally for Kazakhstan accounts (in the Kazakhstan contour database):

• the regional profile (including your surname, given name and patronymic), confirmations and consent events;
• blocks you set and blocks set on you;
• reports, photos, messages, participation, status requests, counters;
• complaints you filed and decided complaints about you;
• the account restriction;
• the moderator role, if you had one;
• devices and the notification delivery log;
• the shared-map projections of your reports.

4. What is kept and why

If you were a Kazakhstan region moderator, your UID as the author of actions remains in the moderation log. This is a limitation of the current version.

PawHelp Support subscription. Deleting the account does not cancel the subscription in Google Play or stop the charges. Before deletion the app warns about an active subscription. Cancel it in Google Play: "Payments & subscriptions" → "Subscriptions". Refunds for the remaining period follow Google Play's rules.

Pending payments. If the server knows of a pending Google Play payment for your account, deletion does not become irreversible after the cancellation window until the payment completes or is cancelled. The app shows this state, and you can still cancel the request meanwhile. Google Play does not tell the server about every pending payment, so this check covers only payments the server knows of.

5. Photos, chats, complaints, devices, consents

• Photos. In the international region photos are deleted from Supabase Storage in a separate deletion step. A previously opened photo may load from the delivery network cache for up to 24 hours, and temporary upload links stop working within 24 hours. In the Kazakhstan region files are deleted from the Hoster.kz storage (Almaty, Republic of Kazakhstan) by a background process after the records are deleted.
• Chats. The chats of your reports are deleted entirely. Your messages in other people's reports are deleted.
• Complaints. Complaints you filed are deleted in both regions. Decided complaints about you, warnings and the abuse-protection log are also deleted in both regions. Other users' open complaints about you are kept to the minimum extent, without your identifier (section 4), so that moderators can review them; no measures can be applied to the deleted account through such a complaint.
• Devices. Device records are deleted. The Firebase installation ID and related data are kept by Google under its terms — according to Google, up to 180 days after deletion.
• Consents. The consent log is deleted with the account. Only the record that deletion took place is kept.
• Data held by providers. Google states that Firebase Authentication data is deleted from its systems within 180 days. Deletion periods at Render and Supabase are set by their terms. We do not promise other periods.

6. If deletion did not finish

• While the request is in effect, the app shows "Deletion of this account has been requested." and a Deletion status button when you open it. There you can see whether deletion can still be cancelled, is waiting for a payment or is in progress.
• After the cancellation window, deletion continues without your involvement. On technical failures the server repeats the steps by itself, so deletion may take longer; the app tells you about the delay.
• For Kazakhstan accounts, deletion does not finish until the regional server confirms the regional data is deleted. If it is temporarily unavailable, deletion continues automatically once it is back.
• The account does not count as deleted until the server has confirmed completion.
• If you cannot finish deletion, write to privacy@pawhelp.app. We will complete it within 15 working days.

Part B. External web page text

Delete your PawHelp account

PawHelp is an app for helping homeless animals. Operator: Andrei Makarov.

You can delete your account in three ways:

1. In the app: Profile → Delete account.
2. On this page: tap "Sign in with Google", choose the account you used for PawHelp and send the deletion request.
3. By email: privacy@pawhelp.app with the subject "PawHelp account deletion". Write from your Google account address. Processing time: 15 working days.

A request made in the app or on this page can be cancelled for 24 hours. Then deletion becomes irreversible and the server completes it automatically. The account counts as deleted once the server confirms it.

What is deleted:

• the account and sign-in data;
• your reports with photos and chats;
• your messages;
• confirmations and consents;
• settings;
• notification devices;
• complaints you filed.

Kept after deletion:

• the record that deletion took place — no automatic deletion;
• purchase records not linked to the account — no automatic deletion. Deleting the account does not cancel the PawHelp Support subscription: cancel it in Google Play;
• the moderation log without your identifier — no automatic deletion;
• other users' open complaints about you — to the minimum extent, without your identifier, for their review — no automatic deletion;
• backups — in accordance with the settings and terms of the relevant provider;
• technical logs — Render — in accordance with Render's settings and terms; Kazakhstan contour — 30 calendar days.

Google keeps sign-in and notification data for up to 180 days after deletion.

More details: https://pawhelp.app/legal/en/privacy. Questions: privacy@pawhelp.app.

References

• Google Play — Account deletion requirements: https://support.google.com/googleplay/android-developer/answer/13327111
• Google Play — User Data: https://support.google.com/googleplay/android-developer/answer/10144311
• Law of the Republic of Kazakhstan No. 94-V, Art. 18, Art. 24, Art. 25(2)(8): https://adilet.zan.kz/rus/docs/Z1300000094
• Firebase — Privacy and Security (deletion periods for Firebase Authentication and FCM data): https://firebase.google.com/support/privacy/