Delete your Vennor account
This page explains how to delete your Vennor account and the personal information Vennor (Pty) Ltd holds about you, and how to delete only part of your data if you want to keep your account. It applies to the Vennor Android app, the Vennor Windows app and the Vennor website, which all share one account.
You do not need the app installed and you do not need to sign in to use this page. Everything here can be done from a web browser.
Request account deletion now
Send us a deletion request from the email address on your account. We confirm within 2 working days and complete the deletion within 30 days, usually much sooner. Nothing needs to be installed.
Email a deletion request help@vennor.co.za
If your mail app does not open, send a message to help@vennor.co.za with the subject Delete my Vennor account and include the email address on the account. We reply from the same address. We only ask you to confirm that the request came from you, so that nobody can close your account on your behalf.
1. Delete your account in the app
Deleting in the app is instant. There is no waiting period, no queue and no review step: the account and its data are erased the moment you confirm, and we cannot restore them for you afterwards.
Android
- Open Vennor and go to the Profile tab.
- Press the settings button at the top of the screen.
- Open Privacy and data.
- Under Your data, press Delete account.
- Read the confirmation, which names the account being deleted, then press Delete my account.
Windows app and website
- Open Profile, then Settings.
- Scroll to Delete account at the bottom of the account settings.
- Press Delete account, then confirm in the dialog.
You are signed out on every device as soon as the deletion finishes, because the account those devices were signed in to no longer exists. Uninstalling the app on its own does not delete anything.
2. Delete your account by email, no app needed
If you have already uninstalled Vennor, cannot sign in, or would simply rather we did it, email help@vennor.co.za from the email address on the account and ask us to delete it. Use the button at the top of this page to open a prefilled message.
- What to include: the email address on the account, and the sign-in method you used (Google, LinkedIn, or email and password).
- Verification: we reply to the address on the account and ask you to confirm. This is the only step, and it exists so that nobody else can close your account.
- How long it takes: we acknowledge within 2 working days and complete the deletion within 30 days of verifying the request, as required by the Protection of Personal Information Act, 2013 (POPIA). In practice it is usually done the same week.
- What it costs: nothing.
You can also write to our Information Officer at informationofficer@vennor.co.za if you prefer to make a formal request under POPIA.
3. Before you delete: cancel any paid plan
Deleting your Vennor account does not cancel a subscription bought through Google Play. Google, not Vennor, holds that subscription, so it keeps renewing and charging your Google payment method until you cancel it in the Play Store. Cancel first, then delete.
- Open Google Play subscriptions, or open the Play Store, press your profile picture, then Payments and subscriptions, then Subscriptions.
- Select Vennor and press Cancel subscription.
- Come back and delete your account using either method above.
If you subscribed on the website or the Windows app, your plan was billed through Paystack. Cancel it in Profile, then Settings, then Plan before deleting, or email support@vennor.co.za and we will cancel it for you.
Deleting your account does not entitle you to a refund of an unused part of a billing period, and any unused coins, vouchers, streaks or focus points are forfeited. Refunds for Google Play purchases are handled by Google under Play's refund policy.
4. What is deleted
Deleting your account erases the account itself and every record attached to it. That includes all of the following.
| Category | What goes |
|---|---|
| Personal information | Your name, username, email address, gender, profile photo, school, degree and modules, and your sign-in identity with Vennor |
| Study content | Folders, topics, uploaded documents and images, flashcard decks and cards, quizzes, practice exams, your answers, marks and results, and your spaced repetition progress |
| Activity and progress | Study and focus session history, timetables and study goals, streaks, focus points, rankings, vouchers, rewards and your study group memberships |
| Messages | Direct messages you sent and received, your conversations with the Vennor AI study partner, and any photos or voice notes attached to them |
| Calendar | Planner and calendar events, and the Google authorisation tokens for Google Calendar if you connected it. Events already written to your own Google Calendar stay in your Google account and are yours to delete there |
| Device and app data | Registered devices and sessions, push notification registrations, notifications, preferences and app settings |
| Social | Your followers and the people you follow, and your profile as other students see it |
| Financial | Vennor's records of your subscriptions, purchases and transactions, and, if you were a Campus Partner, your partner profile, referral codes, earnings and bank details |
Data stored only on your phone or PC, such as the offline copy the app keeps so it works without signal, is removed when you uninstall the app or clear its storage.
5. What is kept, and for how long
We keep as little as possible. This is the complete list.
| What | Why | How long |
|---|---|---|
| Encrypted database backups that still contain your data | Disaster recovery. Backups cannot be edited without destroying their integrity, so your rows leave as each backup expires rather than on request | Up to 30 days, then permanently destroyed |
| Copies of files you uploaded, held in encrypted file storage | Files live separately from the database, so they are swept rather than deleted in the same instant | Up to 30 days, then permanently destroyed |
| Statistics that no longer identify you, for example a count of study sessions per university | Product and capacity reporting. These carry no name, email, device or account identifier and cannot be traced back to you | Indefinitely, in de-identified form only |
| Records of a payment held by our payment providers, Google Play and Paystack | They are the merchants of record and must keep proof of a transaction under their own obligations. Vennor does not control their retention and cannot delete records on their systems | Per Google's and Paystack's own policies |
| A record that a deletion request was made and completed | Proof of compliance if you or a regulator later ask whether we acted on your request. It holds the date and the fact of deletion, not your study data | 3 years |
Nothing on this list is used to profile you, to market to you, or to rebuild your account. We do not sell personal information, and we do not keep a shadow copy of a deleted account. Our full retention position is in the Privacy Policy.
6. Delete some of your data without closing your account
You do not have to close your account to get rid of specific data. You can do all of the following yourself, and none of it deletes your account.
- Study content: delete an individual folder, uploaded document, flashcard deck, quiz or practice exam from the item's own menu in the app. Deleting a folder deletes what is inside it.
- Chats: delete a conversation with the AI study partner, or an individual message, from the chat's menu.
- Location data: open Profile, Settings, Privacy and data, Location, and delete the location data we hold. You can also withdraw the Android location permission entirely.
- Google Calendar: disconnect it in the planner's calendar settings. We delete the stored Google authorisation tokens immediately and our access ends. You can also revoke it at Google Account permissions.
- Profile photo: replace or remove it in Profile.
- Push notifications: turn off a channel in Settings, Notifications, which deletes the device registration for it.
For anything else, email help@vennor.co.za from the address on your account and tell us which data you want removed. We handle these on the same terms as an account deletion: acknowledged within 2 working days, completed within 30 days, free of charge. If a piece of data is needed for the app to work at all, we will say so and explain what deleting it would mean rather than quietly ignoring the request.
7. Download a copy of your data first
Deletion is permanent, so take a copy first if you might want one. In the Vennor Android app, open Profile, Settings, Privacy and data, then Download your data. The app saves a JSON file to your Downloads folder containing what we hold about you. This is your right of access under section 23 of POPIA.
On the website or the Windows app, email help@vennor.co.za and we will send you the same export.
8. Contact and complaints
- App: Vennor, published by Vennor (Pty) Ltd
- Company: Vennor (Pty) Ltd, registration 2024/814236/07, South Africa
- Account and deletion requests: help@vennor.co.za
- Billing: support@vennor.co.za
- Information Officer, for POPIA requests: informationofficer@vennor.co.za
If you are not satisfied with how we handled your request you may complain to the Information Regulator of South Africa. Contact details and the full description of your rights are in our Privacy Policy.