Delete your Cervo account

Delete your account in the app

1. Open the Cervo app and sign in.
2. Tap Profile (on smaller phones, More).
3. Tap Delete my account, under Sign out.
4. Tap Delete my account…, then Yes, delete my account.

How long it takes

• Locksmiths and other team members: your account is deleted straight away, and the app signs you out.
• Business owners, managers and applicants: your account holds business and identity records, so we complete the deletion within 30 days and email you to confirm. You can keep using Cervo until then.

In older versions of the app, Delete my account sends us a request instead. We complete it within 30 days and email you to confirm.

Or ask us by email

If you cannot use the app, email support@cervopay.co.uk from the email address you sign in with, with the subject "Delete my account". Tell us the name of the business you work for. We delete your account within 30 days and email you to confirm. If you write from a different address, we first check that it is you, so that nobody else can delete your account, and the 30 days start once we have done so.

What we delete

• Your sign-in, so you can no longer sign in to the Cervo app, the merchant portal or Cervo Apply
• Your name and contact details
• Your technician ID card and its photo
• Your place on the business's team, and the card machine (POS) assigned to you
• Anything the app stored on your phone, when it signs you out or you remove the app

What we keep, and for how long

Some records belong to the business you worked for, or must be kept by law. We keep them with your name taken off, shown as "former team member", and use them only for these purposes:

• Payments, refunds, jobs, invoices, job photos and customer agreements you worked on: for as long as the business uses Cervo, and then 6 years (accounting and tax records, and to deal with chargebacks and legal claims).
• Chargeback evidence: 18 months after the chargeback's outcome.
• Signed fee agreements (business owners): for as long as we work with the business, and then 6 years.
• Applications and identity documents (business owners and the people named in an application): identity and business documents for 5 years after our relationship with the business ends or the application is closed, and other application information for as long as our payment partner's regulatory obligations and the law require, or as needed to deal with legal claims.
• Payout bank details: for as long as we work with the business, and then 6 years (accounting and tax records).
• A record of your deletion request, so that we can show we acted on it.

When each period ends, we delete the records.

If you own the business

Deleting your own account does not close the business's merchant account. Closing it is a separate request, and we will be in touch about it, including what happens to payouts, card machines (POS) and the team. You can also email support@cervopay.co.uk. Our regulated payment services partner keeps its own records about the business under its own legal obligations.

More information

Our Cervo App Privacy Notice explains what the app collects and your other rights. For help, see Support or call 020 3371 1067.