Deleting your Hola25 account

You may request free deletion of your account and data that is no longer needed. Account deletion does not mean every record disappears at the same instant: some records are anonymised for other participants, while fiscal, contract, safety, and dispute evidence remains restricted for as long as law or a potential claim requires it.

1. Before deletion

To avoid losing money or another person's rights, first resolve active obligations:

• cancel future lessons and wait for any refund to finish;
• resolve disputes, chargebacks, and payments in progress;

If one of these situations exists, deletion stops before data is removed and you receive remediation instructions.

2. Delete your account in the app

1. Sign in and open Settings → Account.
2. Select "Delete account" in the sensitive-actions area.
3. Type DELETE and confirm.
4. Wait for confirmation. Do not close the process while the request is running.

The action is irreversible after completion. If you cannot access your account, email contact@hola25.com from the account address with the subject "Account deletion request". We may request proportionate identity verification.

3. What we erase or anonymise

• the authentication account, public profile, settings, photo, presence, and private data that is no longer needed;
• tutoring listings, availability, applications, relationships, messages, private files, and call data owned only by you;
• teacher applications;
• your identity in shared lessons, bookings, disputes, and reviews; metadata needed by the other participant remains without your public identifiers.

For stored objects, including call photos, the account workflow requests removal, but account completion does not confirm deletion of every object. If a file remains available after completion, email contact@hola25.com.

A shared lesson recording cannot be anonymised for only one voice or image. When account deletion completes, we remove the ability to access, play back, internally review, or publish the file through Hola25 and request permanent deletion of the file through its applicable managed storage authority, the Live Lesson Service or Private Recording Storage as defined in the Terms and Conditions; blocking access may make it unavailable to the other participants too. If the applicable service does not confirm deletion, the operation is retried and escalated until confirmation, while the file remains unavailable. Separate from the account request, the automatic limit of no more than 90 days for these uses remains applicable and the same deletion workflow is then initiated. Separate acceptance, attendance, and dispute evidence may remain restricted without access to the audio-video file. Joining the lesson and accepting recording does not authorise public or advertising use; that requires separate express permission from every identifiable person and, for a minor, their parent or legal guardian where applicable.

4. What we retain and why

Retained data is separated from the active profile, access is limited, and it is not used for marketing or recommendations:

• accounting source and supporting records — generally 5 years calculated from 1 July of the year after the relevant financial year;
• annual financial statements — 10 years;
• evidence of the contract, accepted legal version, specific declarations, the marketing preference and withdrawal evidence available for the channel used, payment, and refund — for a legal duty, a dispute, or the period needed to defend rights; withdrawal status is not used for marketing;
• fraud, moderation, safety, suspension, or litigation evidence — until resolution and expiry of applicable periods;
• the restricted deleted-account ledger currently retains the normalised email address, original account identifier, display name, deletion time and count, and block status for deletion history and moderation controls. Current code applies no automatic expiry to this ledger; its necessity, fields, and duration are subject to periodic review and applicable rights.

5. Providers and data outside Hola25

The request starts cleanup of data we control in our systems and at providers working for us. Stripe and invoicing providers may retain transactions required by law under restricted access.

A teacher contacted through a tutoring listing may separately hold data you sent outside the platform. The teacher is responsible for that copy; Hola25 cannot erase it from their system.

6. Delete some data without closing the account

You may correct your profile, withdraw marketing and optional-cookie consent, or request deletion of a data category without closing the account. Email contact@hola25.com and identify the data concerned. We respond without undue delay and no later than one month; for complex requests, GDPR permits an extension of up to two months, notified in the first month.

7. Related documents

• Your GDPR rights
• Privacy policy
• Terms and conditions