Cancellation policy

This page is intended to provide additional context. Our official Cancellation policy can be found in our Terms of Service.

How to cancel

We want satisfied customers, not hostages. If you reach out to support@pocketrn.com and request an account cancellation, we promise to cancel the account as timely as possible. You can also at any time cancel from the Subscription page.

Our legal responsibility is to account owners, which means we cannot cancel an account at the request of anyone else. If for whatever reason you no longer know who the account owner is, contact support@pocketrn.com. We will gladly reach out to any current account owners at the email addresses we have on file.

What happens when you cancel?

If you cancel your subscription, you won’t be able to access several features, such as meeting with a nurse. If you deactivate your account, you won’t be able to access it, so make sure you download everything you want to keep beforehand.

We’ll start the process to permanently delete deactivated accounts within 30 days from our servers. Retrieving data for a single account from a backup isn’t possible, so if you change your mind you’ll need to do it within the first 30 days. Data can’t be recovered once it has been permanently deleted. If requested, we will also remove your identifiable account data from our server logs and backups within 60 days.

We won’t bill you for any additional Service usage once you cancel. If you are unhappy with our policy in any way, see our Fair Refund policy. We’ll treat you right.

What data are removed as part of a cancellation?

When your account is cancelled, we only remove your account data and do not remove all data associated with your interactions on PocketRN. This is because PocketRN is a shared experience with you, clinics, nurses, and other community members on the PocketRN platform. Your account data includes sensitive identifiable information such as your name, email, phone, date of birth, and medical information. We may retain your PocketRN User Id (uid), account activities, communication with our support staff and other users, and other information that is necessary to maintain the integrity of services on the PocketRN platform. If there is particular account data that you want to removed that we do not typically remove, contact support@pocketrn.com.

PocketRN-initiated cancellations

We also retain the right to suspend or terminate accounts for any reason at any time, as outlined in our Terms of Service. In practice, this generally means we will cancel your account without notice if we have evidence that you are using our products to engage in abusive behavior.

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