Deleting your Helix account

Helix Mens Health Pty Ltd — ACN 696 568 126 · ABN 61 696 568 126

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This page explains how to delete your Helix account, what happens when you do, and what we keep afterwards and why. It applies whether you use Helix through the app or through the website — they are the same account.

How to delete your account

Sign in → Account → Delete my account.

Sign in and go straight to the deletion screen. The screen shows you exactly what will be destroyed and what will be kept, offers you a copy of your records first, and asks for your password to confirm.

Your account closes seven days after you confirm. Until then you can still sign in, download your documents and message the clinic. You can withdraw the request at any point in those seven days from your Account page — everything the request stopped is put back exactly as it was. After the seventh day your login is destroyed and there is nothing left to withdraw.

If you can't sign in

If you no longer have the app, have forgotten your password, or can't get into your account for any reason, email admin@helixmenshealth.com.au from the email address on your account and ask us to delete it.

We will ring you on the phone number we hold before we act. We do this because an email address on its own doesn't prove who is asking, and deleting the wrong man's account is not something we can undo. There is no web form for this on purpose: a form that lets anyone type an email address and press "delete" is a form that can be pointed at someone else's account.

What happens in the seven days

The moment you confirm:

• Your membership is cancelled and no further charge is taken. If you'd paid ahead, you keep access to the paid-to date.
• Any upcoming medication shipment that hasn't been paid for is cancelled. A shipment already with the courier will still arrive.
• We ask the pharmacy to cancel any prescription of yours still with them.
• Every email we had scheduled to send you is stopped.

Nothing is destroyed yet. That is what makes withdrawing possible.

What is destroyed on day seven

• Your login and every session. You can't sign in, and nobody can sign in as you.
• Your saved card — we delete it at PayPal on the day your account closes, not just our copy of it.
• Every queued and scheduled email.
• Your website enquiries and newsletter sign-up — anything you wrote to us before you had an account.
• Advertising attribution — the record of which ad or search brought you to us.
• Device fingerprints — the IP addresses and browser details recorded when you signed up and activated treatment.
• Your delivery instructions — the notes you wrote about your address.

If you never had a consultation with us and never paid us anything, there is no health record to keep, and on day seven everything we hold about you is deleted — row by row, and counted.

What is kept, and until when

Helix is a health service, and the law tells us how long health records must be kept. We keep:

• Your health record — consultation notes, blood results, prescriptions, medication shipments, bookings, messages and documents — for at least seven years from your last consultation or treatment, as the Health Records Act 2001 (Vic) requires. If you were under 18 when a record was made, it is kept until you turn 25 or for seven years, whichever is longer. On the day your account closes we compute the exact destruction date and email it to you. Then it is destroyed.
• The financial record — every charge, invoice and refund — for the period Australian tax law requires, on its own clock.
• The consents you gave, and when you gave them.
• The security audit log — a record that an account existed and who accessed it. Nothing can delete from that log, including us.

Your name, date of birth, email, phone and address stay on the retained record. A health record has to belong to a person, and this is also how a result that comes back abnormal after you leave still reaches you. Erasing your contact details would make you less safe, not more private. You will get no other email from us — no reminders, no receipts, no marketing — except a notice we are obliged to send, such as a recall, a late abnormal result, or a data-breach notification.

Where a record is the subject of a legal claim, a complaint, or a request from a regulator or a court, it is kept until that is resolved, whatever the date says.

Copies of deleted data may persist in our database backups for up to seven days after deletion. Backups are taken once a day, kept for seven days, used only to recover the whole database after a failure, and then overwritten.

Your records are yours

Before you delete, and at any time afterwards, you can ask for a copy of everything we hold about you, and for a letter to a GP you name so your care can carry on somewhere else. Our Telehealth Terms and Privacy Policy already promise both. The deletion screen offers it first; afterwards, email admin@helixmenshealth.com.au from the address on your account.

Questions

Privacy Officer Helix Mens Health Pty Ltd admin@helixmenshealth.com.au

Our full Privacy Policy is at helixmenshealth.com.au/legal/privacy-policy.