Delete your account

Delete it in the app

1. Open Lumo and go to the Account tab.
2. Choose Delete account.
3. Confirm. Your bank and email connections are revoked and your data is erased.

Delete it without the app

If you have uninstalled Lumo, lost access to your device, or would simply rather we did it, email support@lumoapp.org from the address you signed up with and ask us to delete your account. We will confirm your identity, delete the account and write back to tell you it is done.

If you no longer have access to that email address, write from any address and tell us which one the account was under. We will ask you for something that shows the account is yours before we delete anything, because deleting someone else's account on request would be worse than the inconvenience of asking.

What is deleted

Everything we hold about you and your use of the Service, including:

• your sign-in credentials and user record;
• your taste profile, the products you loved or passed on, and the picks in Your store;
• your searches, your basket, the products Lumo found for you and the orders it helped you with;
• your bank and email connections, and the access tokens behind them, which are revoked;
• your accounts, balances and transaction history;
• the savings opportunities we found, and the tasks Lumo ran for you;
• your conversations with Lumo, and any documents or photos you uploaded;
• your saved payment card, which is removed from our payment provider;
• your savings record, insights, forecasts and notification settings.

What is kept, and why

Two things survive deletion. We would rather say so plainly than have you discover it later.

A fee you owe and have not paid. If Lumo completed a purchase or a money task for you and the fee for it is still outstanding when you delete your account, we keep a minimal record of that debt: your email address, the amount, and the payment reference. We keep it under Article 17(3)(e) UK GDPR, which allows retention for the establishment or exercise of a legal claim, and we delete it after six years, the limitation period under section 5 of the Limitation Act 1980. It holds nothing about your bank, your transactions, your orders or your tasks. If you owe us nothing, nothing is kept.

Records we are required by law to keep. Where tax or anti-money-laundering law obliges us to retain a transaction record, we keep the minimum for the period the law requires and no longer.

Some things were never ours to delete. An order you placed is held by the retailer you bought from, and an email Lumo sent to a company with your approval exists in that company's systems and in your own sent mail. We cannot delete either, and neither can they on our say-so.

How long it takes

The account is closed immediately and you are signed out. Backups are cycled out within 30 days, after which no copy remains. We will tell you when it is complete.

Before you delete

If Lumo is in the middle of something, such as a checkout, a return, a refund it is chasing or a negotiation waiting on a reply, deleting the account stops it. If you want the outcome, it is worth letting it finish first. Orders you have already placed are not affected: they stay with the retailer. And if something about Lumo went wrong, we would genuinely rather hear it than lose you quietly. Tell us what happened.

Contact

Our full Privacy policy explains what we hold and your other rights over it, including the right to complain to the Information Commissioner's Office.