Your data, your call
Email us and we’ll permanently delete your account and personal data within 30 days — usually within 5 business days.
The short version
Email hello@clearlinehealth.com.au from the address on your account with the subject line “Delete my account”. The email address on your account is enough for us to find you. Scrive users can also include their Connect ID (visible in Scrive Settings) to speed up identification. We’ll confirm receipt within one business day and complete the deletion within 30 days.
Which products this covers
This page applies to all three Clearline Health products. The deletion process is the same for each:
- Aura OS — compliance management for NDIS Supported Independent Living providers
- Compass — plan management and support coordination for families and carers
- Scrive — AI-assisted clinical report writing for occupational therapists
What gets deleted
When you request account deletion, we permanently remove:
- Your name, email address, phone number, and any other contact details on your user record
- Your password hash and authentication tokens
- Your profile photo, signature, and any avatar images
- Your Connect ID and the link between your devices and our backend
- Your push notification token (FCM) and any device identifiers we’ve stored
- Free-text content you authored that contains your personal information — private notes, draft messages, personal preferences
- Crash reports and analytics events tied to your user ID (we redact the user ID from any retained event)
- Files you uploaded that are personal to you (training certificates, ID photos, headshots)
What we may keep, and why
Read this if you operate an NDIS provider on Aura OS.
Aura OS is used to maintain compliance records that NDIS-registered providers are legally required to keep for up to seven years. If you delete your account, your personal information goes — but the operational records you generated (shift logs, incident reports, audit evidence packs, attestations) remain on your provider organisation’s tenant. The records are de-identified to a generic worker reference where required.
| Category | Why retained | For how long |
|---|
| Shift logs, incident records, attestations, audit evidence |
NDIS Practice Standards require providers to retain participant records for up to 7 years (longer for clinical records relating to children) |
Up to 7 years from creation, or as required by NDIS / state law |
| Financial records (invoices, Stripe payment records) |
Income Tax Assessment Act 1997 (Cth) requires businesses to retain financial records for 5 years |
5 years from the end of the relevant financial year |
| Anonymised analytics (aggregate counts, pillar score distributions) |
Used to improve the product. No personal information remains. |
Indefinitely — cannot be linked back to you |
| Backup copies |
Encrypted off-site backups roll over on a 30-day cycle |
Up to 30 days after primary deletion |
If your account is part of a shared organisation
Aura OS organisations have multiple workers, managers, and admins. Compass households can have multiple family members linked to one participant. If you’re a member of a shared tenant:
- Your personal information is deleted on request — that’s your data and you control it
- Records you authored on behalf of the organisation (shift logs, incident reports, evidence packs) stay with the organisation. They’ll show as authored by “Former worker” instead of your name
- If you are the only admin on an organisation, we’ll ask you to nominate a replacement admin or close the organisation entirely before processing the deletion. We won’t orphan an active organisation
How to request deletion
- Email hello@clearlinehealth.com.au from the address on your account
- Use the subject line “Delete my account”
- Optionally include your Connect ID if you use Scrive (find it in Scrive Settings) — speeds up identification. Your account email is already enough on its own.
- Tell us if you only want some data deleted (for example, your photo but not your account), or if you want everything removed
If you’ve lost access to the email on your account, we can still process the request — we’ll just need to verify your identity another way (typically by confirming a phone number or recent activity from your record). Email us anyway.
Processing time
- Our acknowledgement: within one business day (Monday–Friday, 9am–5pm AEST)
- Personal information removed from primary systems: within 5 business days
- Removed from encrypted backups: within 30 days, when backup rotation completes
- Confirmation email: sent once primary deletion is complete
After deletion
Your account stops working immediately once we begin processing. Any active subscription is cancelled at the same time, and any Pro time you’d already paid for is forfeited (we don’t refund partial periods on deletion — if you want a refund first, see our Refund Policy).
You can sign up again later with the same email address — we have no record of the previous account, so it’s a clean start.
Your rights under Australian law
This process is in addition to your rights under the Privacy Act 1988 (Cth) and the Australian Privacy Principles. You may also:
- Request access to the personal information we hold about you
- Ask us to correct information that is inaccurate or out of date
- Make a complaint about the handling of your personal information — to us first, and to the Office of the Australian Information Commissioner if you’re not satisfied with our response
Questions
We’re happy to help.
Email
hello@clearlinehealth.com.au with any question about deletion, the records that remain, or how it affects a shared organisation. We respond within one business day.
Just want to take a break?
You don’t have to delete your account to stop being billed. Cancel your subscription from Aura OS settings and your account stays active on the free plan, with your data intact, ready when you come back.
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