Account Deletion

1. Deactivation Is Not Deletion

• Deleting your account is done by our team, at your request. The app has no option that deletes your account: you send us a deletion request, and our team reviews it and processes it manually — see “How to Request Deletion of Your Account” below.
• Deactivating your account is something you can do yourself in the app. It hides your account and signs you out, but does not delete it: the account and its data are kept so that you can restore them later.

2. How to Request Deletion of Your Account

Send us a deletion request through the Contact us form in the app:

1. Open the Collaro app and sign in to the account you want deleted.
2. Open the side menu using the menu button in the top bar and tap Contact us.
3. Choose Account issue as the reason, write in Details that you want your account and personal information deleted, and tap Send message.

The form tells us which account the request comes from, so you do not need to identify it yourself. It is available only while you are signed in to an active account. If you cannot use it — for example, because you have already deactivated your account, you did not finish signing up (you did not verify your email address or did not choose a role), you can no longer sign in, or you no longer have the app — email your request to contact@collaro.app from the email address of your Collaro account.

If you signed in with Apple using Hide My Email, the address on your Collaro account is the private relay address Apple created for you, not your personal address. If you email us, tell us that relay address (it is shown in your Apple ID settings) so that we can identify your account.

You can ask us for a copy of your personal information in the same way.

3. What Happens After You Send a Deletion Request

Deletion is not automatic or immediate: our team reviews each request and processes it manually. We may need to verify your identity before acting on a request. We will confirm that we have received your request and, once we have processed it, tell you what we have deleted and whether we have kept any of your information, and why.

A deletion request does not remove every record that relates to you. The records described in “Records We Keep” below are kept; copies may remain for a limited period in backups, in our servers’ operational logs and with our service providers under their own retention periods (for example, emails kept by our email-delivery provider, and identity-verification images kept by OpenAI); and our correspondence with you, including your request, may remain in our support mailbox.

Neither deactivating your account nor a deletion request disconnects Collaro from your Apple ID. You can stop using Sign in with Apple with Collaro at any time in your Apple ID settings.

4. How to Deactivate Your Account in the App

Deactivating your account does not delete it. If you want to stop using Collaro but keep the option to come back, you can deactivate your account yourself, at any time, from inside the app:

1. Open the Collaro app and sign in to the account you want to deactivate.
2. Open the side menu using the menu button in the top bar.
3. Tap Settings.
4. At the bottom of the screen, below Sign out, tap Deactivate account.
5. Read the confirmation screen — it tells you whether any of your bookings prevent deactivation and how many pending requests will be cancelled — and confirm.

Deactivating the account signs you out on every device immediately. After that, the Contact us form is no longer available to you, so if you also want the account deleted, send your deletion request first, or email it to us afterwards.

5. When Deactivation Is Not Available Yet

To protect commitments that are already in progress, deactivation is not available while any of your bookings is accepted and not yet concluded. Cancelling an accepted booking normally requires the other party’s approval, so please wait for those bookings to complete, or cancel them by mutual agreement, first.

When the deactivation does go through:

• Any pending booking requests that have not yet been accepted are cancelled automatically.
• Any open payment-confirmation request you are involved in is closed.

6. What Deactivation Does to Your Account and Your Data

Deactivating your account hides it but does not delete it. While it is deactivated, the account cannot sign in or act normally, it receives no notifications (other than an account-restoration code you ask for), and your profile, dogs and services are not shown to other users.

We keep the data on the account — your name and email address, your dogs and their photos, your provider profile and its images, your services, your identity-verification record, your profile photo, your reviews, your messages and your devices’ push tokens — so that the account can be restored later. We do not delete deactivated accounts automatically.

Records that also belong to someone else stay available to them, without your name:

• On a past booking, its booking summary or an earlier conversation, you are shown as a generic user under the label “Deleted user”. If you are an Owner, your dogs’ names, notes, medical notes and photos are no longer shown to the Provider in the app.
• Reviews you wrote stay public on the Provider’s profile, attributed to “Deleted user”, and continue to count towards the Provider’s rating.
• Some details remain visible to the other party: notes you wrote on a booking, reasons you gave for a cancellation request, your dogs’ breed, age, size, gender and declared health status, and your account’s internal identifier. Image links the other party already received may keep working, and a report about a Provider continues to show the Owner who filed it the Provider’s name as recorded when it was filed.
• Your account’s internal identifier stays attached to these records — for example, to reviews you wrote, which can therefore be linked to one another, and to your past bookings — and, if you are a Provider, it is part of any link to your profile that was shared. Because the address of your profile photo on our image host is derived from that identifier, someone with technical knowledge may be able to find the photo while the account is deactivated.

7. Restoring a Deactivated Account

To restore your account, sign in with your existing credentials and verify a one-time code we email to your account address. Verifying it re-activates the account with your data intact. Your account’s push notifications then resume on the devices that were registered to it, including devices that were signed out when you deactivated it. If you no longer know your password, email us at contact@collaro.app and we will help you restore the account.

8. Records We Keep

Some records describe something that happened between you and another user, and are that person’s record as much as yours. To keep other users’ records complete and consistent, we keep them even after an account is deactivated or a deletion request has been processed:

• past bookings — including requests that were declined, expired or cancelled, with the copy of the dogs’ profiles they hold — and their booking summaries;
• reviews you wrote;
• messages you sent, which remain in the other person’s conversation;
• reports you filed or that concern you, together with their evidence.

To other users you appear in these records as a generic user under the label “Deleted user”, apart from the details described in “What Deactivation Does to Your Account and Your Data” above. We also keep our internal audit record of booking- and account-related events, which refers to accounts by internal identifiers and can include amounts, statuses and, for a Provider block, the reason given, and, where the law requires us to keep information, or where a dispute, a report, a suspected fraud or abuse, or a legal claim concerning you is pending, we keep the information needed for that purpose until the obligation ends or the matter is resolved.

When an image is deleted, we ask our image host to delete the corresponding file and to clear it from its content-delivery caches; if that request fails, it is not retried automatically and the file may remain with our image host until you ask us to remove it; copies may persist for a period in caches outside our control, and externally hosted images (such as a Google profile picture) are not stored or deleted by us.

9. Deleting Only Part of Your Data

You do not have to deactivate your account or ask us to delete it in order to remove content you have added. Dogs, services and gallery images can be deleted individually from the app — see Deleting Your Data.

10. Contact Us

For anything to do with deleting your account or your data, contact us at:

• Operator: Collaro, operated by Ofek Levi
• In the app: the Contact us form, in the side menu (only while you are signed in to an active account)
• Support: contact@collaro.app
• Privacy: contact@collaro.app
• Postal address: Israel, Rosh HaAyin, Yoram Hatuka 36