Data and Account Deletion

Three ways to step back

Not every situation calls for deleting everything. Pick the one that matches what you actually want.

1. Pause your profile

Pausing, also called snoozing, hides you from discovery. Nobody new sees your profile, you stop appearing in the Daily 5 and Nearby, and you keep your connections, chats, photos and preferences. Nothing is lost and nothing is deleted.

Choose 1 day, 1 week, a custom length, or indefinitely.
Existing connections can still message you unless you also mute or unmatch them.
Unpause at any time from Profile → Account settings.

2. Delete specific data

You do not have to delete your whole account to remove one thing. In the app you can delete individual photos and videos, re-record or remove voice answers, clear or change prompt answers, disconnect any connected apps, and turn off location access from your device settings. Each of these takes effect straight away and removes the item from your live profile.

3. Delete your whole account

Deleting the account removes your profile from Soula and, after a short grace period, erases your personal data. It is permanent. You cannot recover your matches, conversations, photos or prompt answers once the grace period has passed, and a new account starts from scratch.

Delete your account in the app

Open Soula and sign in.
Go to the Profile tab.
Tap Account settings.
Tap Delete account.
Read the summary, then confirm the deletion.

A confirmation step is required, so a single mistaken tap cannot delete your account. As soon as you confirm, your account is deactivated and hidden from discovery immediately. You will stop appearing to other members straight away, and the erasure process then follows the timetable below.

Delete your account if you no longer have the app

You do not need to reinstall anything. Send a request by email instead.

Email privacy@soulalove.com from the email address on the account. If you signed up with a phone number, email us from any address and state that phone number in the message.
Use the subject line Account deletion request.
Include the first name on the profile and the city you used, so we can match the request to the right account.

That is deliberately light. Those details let us verify you without asking for identity documents. We may ask you one further verification question if something does not line up, for example the month you joined or the sign-up method you used. We will never ask for your password, and we will never ask you to send a photograph of an identity document to delete an account.

What is deleted, and when

Stage	When	What happens
Deactivation	Immediately	Profile hidden from discovery, you stop appearing to other members
Grace period	30 days	The account can be recovered by signing in again
Permanent deletion	After the grace period	Personal data is erased from live systems
Backup removal	Within a further 90 days	Data ages out of encrypted backups

After the grace period we permanently delete your profile and settings, photos and videos, voice notes, prompt answers, Moments, likes, connection requests and matches, your discovery preferences and filters, and the device identifiers linked to your account.

Our processing commitments:

Acknowledgement within 5 business days of receiving a request.
Completion within 30 days of the grace period ending.
A maximum of 90 days in exceptional cases, for example a complex request or one tied to an open safety investigation. If that happens we will write and explain why, and give you a date.

What we keep, and why

Deletion is thorough, but it is not absolute. A small set of records survives, for reasons we can defend:

Ban enforcement records. If an account was removed for a serious breach of the Community Guidelines, we keep the minimum needed to stop that person returning. Usually this is a one-way hash of an identifier, not a readable profile.
Safety and moderation reports. Reports made about you, and reports you made about others, are kept so we can protect the people involved and act on patterns.
Transaction and tax records. Purchase records are kept for the period accounting and tax law requires, typically six to seven years. These are financial records, not dating activity.
Anything a law or a legal claim requires. If we are under a legal hold, a regulatory obligation or a live dispute, we keep what is needed for as long as it is needed.

Two things that often surprise people, so we would rather say them clearly:

Messages you sent remain in the other person’s copy of the conversation. We delete your account, not their record of a conversation they took part in.
Aggregate analytics are retained. Once data can no longer identify you, for example counts of sessions or matches with no link back to your account, it stays in our aggregate statistics.

More detail on retention sits in the Privacy Policy.

Export your data before you delete it

Deletion is permanent, so take a copy first if you might want one.

Email privacy@soulalove.com from the address on your account with the subject Data export request. Your export includes your profile details and prompt answers, your photos, videos and voice notes, your matches and message history, your likes and connection requests, your preference and filter settings, your subscription and purchase history, and the account activity log we hold.

We respond within 30 days, and we send the export as a downloadable archive over a secure link that expires. If we need more time we will tell you before the 30 days are up.

Deleting the app is not deleting your account

Removing Soula from your phone does nothing to your data or your billing. Your profile stays live and visible, and your subscription keeps renewing.

Deleting your account does not cancel your subscription either, because Apple and Google hold the billing relationship, not us. Cancel first, then delete.

Cancel Soula+ in your app store settings, using the step-by-step instructions in the Subscription Terms.
Check the refund position in the Refund and Cancellation Policy if a charge has just gone through.
Then delete your account using the steps on this page.

If you delete your account with an active subscription, the paid period simply runs out. It is not refunded automatically.

Authorised agents and legal representatives

Someone else can make a deletion request for you. An authorised agent, a parent or guardian, a person with power of attorney, or the representative of a deceased member’s estate should write to privacy@soulalove.com with a description of their authority and evidence of it, such as a signed authorisation, a court order or a death certificate. We will verify the authority before acting, ask only for what is necessary, and confirm in writing once the request is complete. Legal notices can also be sent to legal@soulalove.com.

If you are not happy with how we handle a request

Tell us first at privacy@soulalove.com and we will look again. If you are still not satisfied, you can complain to a data protection authority. In the United Kingdom that is the Information Commissioner’s Office at ico.org.uk. Elsewhere in the EEA, it is the supervisory authority in the country where you live or work. You can also raise a complaint with the regulator in your own country if you are outside the UK and the EEA.

Contact

Deletion, export and other data requests: privacy@soulalove.com
Safety concerns: safety@soulalove.com
General help: support@soulalove.com or the contact page
Billing: billing@soulalove.com

Soula is operated by [Soula Technologies Ltd.], [registered address], company number [company number], which is the data controller for your account.