SwasthaHub — Data Deletion Request

You can delete your SwasthaHub account and its data at any time, either inside the app or without the app by email, phone or in person. We complete verified requests within 14 days. This page applies to the SwasthaHub and SwasthaHub Team apps, developed and operated by Dipesh Health Care Pvt. Ltd.

Effective date

October 5, 2026

Last updated

October 5, 2026

App names

SwasthaHub (patients); SwasthaHub Team (doctors and staff)

Developer

Dipesh Health Care Pvt. Ltd., Udaypur, Nepal

Deletion requests by email

dpo@dipeshhealthcare.com.np

Deletion requests by phone

+977 985-1118621

Completion time

Within 14 days of identity verification

1. Your Right to Delete Your Data

1.1 Every SwasthaHub user has the right to request deletion of their account and personal data at any time, without giving a reason and free of charge.

1.2 This right is provided under:

the Individual Privacy Act, 2075 (2018) of Nepal;
Google Play's User Data and account deletion requirements;
Apple's App Store Review Guidelines on account deletion; and
our Privacy Policy.

1.3 You can choose to delete:

your whole account and all associated data; or
specific data only, while keeping your account (see Section 5).

2. Before You Delete: Important Information

2.1 Deletion is permanent. Once completed, your account and data cannot be restored.

2.2 Download your records first. Export your prescriptions, reports and visit history from Profile → Privacy & Data → Export My Records, or ask support to send them to you by email.

2.3 Upcoming appointments will be cancelled. Refunds for advance payments follow our Refund and Cancellation Policy, based on the time of your deletion request.

2.4 Pending refunds. If a refund is in progress, we will complete it before deleting your payment details.

2.5 Dependants. Profiles of family members you added under your account will also be deleted. If a dependant wants to keep their records, they should request a separate account first.

3. Option A: Delete Your Account in the App

Open SwasthaHub and sign in.
Go to Profile → Account Settings → Delete My Account.
Review the list of data that will be deleted.
Tap Export My Records if you want a copy.
Optionally select a reason for leaving.
Enter the one-time password (OTP) sent to your registered phone or email.
Tap Delete permanently.

You will be signed out immediately, your account will be deactivated, and you will receive a confirmation by SMS or email with a request reference number.

4. Option B: Request Deletion Without the App

You do not need to install or open the app to delete your data.

By email

Send an email from your registered email address, if you have one, to dpo@dipeshhealthcare.com.np with the subject "Account Deletion Request – SwasthaHub". Include:

your full name as registered;
the mobile number and/or email linked to your account;
whether you want to delete your whole account or specific data (list it);
names of any dependants on your account; and
an optional reason.

By phone

Call +977 985-1118621, Sunday to Friday, 9:00 AM – 5:00 PM (Nepal Time). We will verify your identity by sending an OTP to your registered mobile number.

In person

Visit the reception at Dipesh Health Care Clinic, Udaypur, Nepal with a valid photo ID and complete a deletion request form.

Sample email

To: dpo@dipeshhealthcare.com.np
Subject: Account Deletion Request – SwasthaHub

Dear Privacy Team,

I request the permanent deletion of my SwasthaHub account and all associated personal data.

Full name: [Your name]
Registered mobile number: [98XXXXXXXX]
Registered email: [your@email.com]
Dependants on my account: [Names, or "None"]
Request type: Whole account / Specific data: [list]

Please confirm once the deletion is complete.

Regards,
[Your name]

5. Deleting Specific Data Only

You can remove individual items without closing your account:

Data

How to delete it

A document you uploaded

My Records → select the document → Delete

A dependant profile

Profile → Family Members → select → Remove

Saved address or email

Profile → Edit Profile → clear the field → Save

Location access

Phone Settings → Apps → SwasthaHub → Permissions → Location → Deny

Notification token

Turn off notifications in phone settings, or sign out

Medical history you entered

Profile → Health Information → edit or clear → Save

Any other specific data

Email dpo@dipeshhealthcare.com.np describing the data

6. What Is Deleted

When your whole account is deleted, we permanently remove from our systems:

Data type

Examples

Profile and identity

Name, date of birth, gender, photo

Contact details

Mobile number, email, address

Credentials, OTP history, active sessions, biometric login setting

Health information you entered

Medical history, allergies, medicines

Documents you uploaded

Reports, prescriptions, images and files

Appointment data in the app

Booking history, reminders, preferences

Dependant profiles

All family members added under your account

Device data

Device identifiers, notification tokens

Preferences

Notification and app settings

Feedback and support messages

Linked to your identity, after open requests are closed

7. What We May Keep, and Why

Some limited data must be kept after deletion to meet legal obligations. It is never used for any other purpose.

Data

Reason

Retention

Access

Clinical records created during in-person visits (consultation notes, diagnoses, prescriptions issued by the Clinic)

Required by Nepali health regulations for medical record keeping

Legally required period, then securely destroyed

Removed from all apps; kept only in encrypted, restricted clinic archives

Payment and refund transaction records

Required by Nepali tax and accounting law

Legally required period

Finance team only

Security and audit logs

Fraud prevention, security and legal compliance

Up to 12 months, then deleted or anonymised

Security team only

Record of your deletion request

Proof that we honoured your request

Kept without health data

Privacy team only

Anonymised statistics

Service planning

Indefinitely, as they cannot identify you

Internal

8. Processing Timeline

Step

When

Request received and acknowledged

Within 2 working days

Identity verified (for email, phone or in-person requests)

Within 3 working days

Account deactivated and sign-in disabled

Immediately on in-app requests, or on verification

Data deleted from live systems

Within 14 days of verification

Confirmation sent to you

When deletion is complete

Data purged from encrypted backups

Within 30 days, as backups rotate

You may cancel a deletion request by contacting us before the deletion is completed. After completion, it cannot be reversed.

9. Identity Verification

To protect you from someone else deleting your account, we verify every request:

In-app requests are verified by OTP to your registered phone or email.
Email requests are verified by replying from your registered email or by OTP to your registered phone.
Phone requests are verified by OTP to your registered phone.
In-person requests are verified by valid photo ID.

We will never ask for your password. If we cannot verify your identity, we will explain why and what you can provide instead.

10. Requests for a Dependant or Deceased Person

10.1 A parent or legal guardian may request deletion of a minor dependant's profile.

10.2 A legal representative or next of kin may request deletion of a deceased user's account by providing proof of relationship and a death certificate. Clinical records remain subject to legal retention.

11. After Deletion

You can no longer sign in or view your records.
Upcoming appointments are cancelled, and eligible payments are refunded.
You will stop receiving all messages from SwasthaHub, except the final confirmation.
To use SwasthaHub again, you must register a new account. Previous data cannot be restored.

12. SwasthaHub Team Accounts (Doctors and Staff)

12.1 Team accounts are managed by the Clinic administration.

12.2 A Team Member who leaves the Clinic, or who wants their account removed, can ask the Clinic administration or email dpo@dipeshhealthcare.com.np.

12.3 Access is deactivated immediately, and the personal profile (contact details, photo, device data) is deleted within 14 days.

12.4 Clinical notes and prescriptions written for patients remain part of those patients' medical records, as required by law. Audit logs are kept for up to 12 months.

13. Escalation

If you have not received confirmation within the stated time, or are unhappy with how your request was handled:

Contact our privacy contact (Data Protection Officer) at dpo@dipeshhealthcare.com.np or +977 985-1118621, quoting your request reference number.
We aim to resolve escalations within 5 working days.
If you are still not satisfied, you may raise the matter with the relevant authority in Nepal.

14. Changes to This Page

We may update this page to reflect changes in law, app store requirements or our procedures. Material changes will be announced in the app or by email. The "Last updated" date shows the current version.

15. Contact

Privacy contact (DPO)