Delete Your Account and Data
This page explains how to delete your Dry Eye Specialists account and the information saved with it. You can do it inside the app. You can also ask us by email, which is the route to use if you no longer have the app installed. You never need to reinstall the app to ask us to delete your account. Removing the app from your phone does not delete your account, so use one of the two routes below.
Delete your account in the app
- Open Dry Eye Specialists and tap your profile picture at the top of the screen. This opens Account.
- Tap Privacy & Data.
- Tap Delete My Data.
- Choose what you want removed, then confirm.
Delete My Data gives you three choices. Each one is permanent and cannot be undone.
- The first choice removes your check in history. Your saved check ins, scores and routines go from our systems and from the copy on your phone. Your account and your profile stay as they are.
- The second choice removes your personal details. Your name, email address and profile photo are removed, your account closes and you are signed out. It does not remove your check in history. If you want that gone as well, remove it first, or use the third choice.
- The third choice removes everything. Your account goes, and so does everything saved with it. You type your email address to confirm. If what you type does not match the address on the account, nothing is deleted.
If you want the account closed and everything gone, choose the third one.
Delete your account by email
You do not need the app to ask for deletion. If you have removed the app, changed phone, or lost access to your account, email contact@synro.life.
- Write from the email address linked to your account.
- Use the subject line: Delete my Dry Eye Specialists account.
- Tell us whether you want everything deleted, or only your check in history.
We check that the request really comes from you before we delete anything. This protects your account from a request made by somebody else. If we cannot match your request to an account, we will write back and ask for more information. We confirm by email once the deletion is done.
How long it takes
Deletion inside the app starts straight away. Whichever route you use, full removal from our systems is completed within 30 days. Copies of your information can remain in our routine backups for a period after that. Those backups exist only to restore the service after a failure. They are never used to bring a deleted account back, and they are overwritten in turn as newer backups are taken.
What we delete
- Your account and your login details
- The details you gave when you set up the app, such as your name, email address, age range and profile photo
- Your check in history and the results saved with it
- Your plan, your routines and the logs that go with them
- Your reminders, the registration that lets us send them to your phone, and your settings inside the app
- The link between your account and your clinic, and any clinic code you have used
- The usage events the app sent while Consent to Anonymous Data Collection was switched on
- Any eye check videos saved under the optional improvement programme
The improvement programme is the Help improve eye testing setting under Privacy & Data. You do not have to close your account to leave it. Turn the setting off and the videos saved under it are deleted.
If you have not joined the improvement programme, the video of your eye check is not kept at all. The system that analyses it deletes the video once the check has been processed, so there is nothing left for a deletion request to reach.
Where your information is held
SynRo AB is a Swedish company. It carries on business in New Zealand through this app, so it is subject to the New Zealand Privacy Act 2020 for that business, and it applies the Health Information Privacy Code 2020 to health information.
Your information is held on servers outside New Zealand, and the eye check videos you record are analysed on a separate system that we also run. Where an outside provider stores or processes information for us, it acts only on our instructions, does not use your information for its own purposes, and is bound by a written agreement to protect it to a standard comparable to the New Zealand Privacy Act. We stay responsible for what happens to your information. A deletion request covers your information wherever we hold it.
What we keep, and why
We keep as little as we can. After a deletion, three things can remain.
| What we keep | Why we keep it | How long we keep it |
|---|---|---|
| Records of purchases and payments | Accounting and tax law requires a company to keep its transaction records. We never see your card number, because Apple and Google handle the payment. | Swedish bookkeeping law requires SynRo AB to keep these records until the end of the seventh year after the financial year they belong to |
| Technical crash reports | If the app stops working, a report of the fault is sent to the provider that runs our crash reporting, so we can find the fault and fix it. The report carries no name, no email address and no check in results. | Until the provider removes it on its own schedule |
| Copies inside routine backups | Backups are taken so the service can be restored after a failure | Until the backup is overwritten |
Anything we keep is stored securely. It is not used for any other purpose, and it is never used to rebuild your account.
What deleting your account does not cover
Your clinic's own records
If you are a patient at a Dry Eye Specialist Group clinic, the clinic keeps its own records of your care. It holds those records in its own right under New Zealand law, separately from the app. Deleting your app account does not touch them, and we cannot delete them for you. Contact your clinic directly if you want to see, correct or discuss what it holds.
Copies you saved to your phone
Your results screen has a Save to gallery button. Anything you saved that way is a copy in your own photo library, and it stays on your phone. Remove it the way you remove any other photo or video there.
Videos you watch in Learn More
The video guides in Learn More play from YouTube. When a video loads, Google receives information directly from your device and we never hold a copy. Deleting your account has no effect on that, and we cannot delete it on your behalf. Google's own privacy controls apply.
Your subscription
If you pay for Dry Eye Specialists, Apple or Google handles the billing, not us. Deleting your account does not cancel a subscription. Cancel it in your App Store or Google Play account settings.
Other things you can ask for
You do not have to delete everything to stay in control of your information.
- You can ask for a copy of the information we hold about you.
- You can ask us to correct anything that is wrong.
- You can turn off Consent to Anonymous Data Collection under Privacy & Data if you do not want the app to send usage events.
The Privacy Act 2020 gives you the right to ask for access to your information and to ask for it to be corrected. Write to us using the details below and we will help.
Which law applies
This page and the Dry Eye Specialists service in New Zealand are governed by New Zealand law. If there is ever a dispute about it, you can bring a claim in the New Zealand courts, and SynRo AB agrees to their jurisdiction.
Nothing on this page takes away any right you have under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other consumer protection law that applies to you and cannot be set aside by agreement.
Dry Eye Specialists supports self care. It is not a medical device, it does not diagnose any condition, and it never replaces your own optometrist. Nothing on this page is medical advice. If you are worried about your eyes, book with your optometrist.
Contact
SynRo AB is the agency that collects and holds this information.
SynRo AB
Torgny Segerstedts Allé 7
756 44 Uppsala
Sweden
For anything to do with your information, including a deletion request, a request for a copy, or a correction, write to the Privacy Officer at SynRo AB. Email contact@synro.life, or use the postal address above.
If you are not satisfied with our answer, you can complain to the Office of the Privacy Commissioner in New Zealand at privacy.org.nz.
Our privacy policy explains what the app collects and why. Our terms and conditions explain the rules for using the app.