Delete your eznest account

If you can sign in

The fastest way is from inside the app: open Settings → Account → Delete my account. You will be asked to confirm it is you, then to type DELETE, and the account is closed straight away.

If you've lost access

Forgot the password, lost the email, or had the account compromised? You still have the right to have your data erased. Email privacy@eznest.ca from the address on the account with the subject “Account deletion request.” We confirm your identity before anything is erased, so no one can use this route to close someone else's account, and then we close the account for you.

What closing your account erases

Your home contents and belongings, your notes, to-dos, reminders, checklists and expenses, your personal-finance accounts, transactions, imported statements and their stored files, bills and payoff plans, your preferences, your eznest AI conversations and the profile eznest AI keeps of you, your notifications, eznest's stored device-token registrations, your optional usage signals, your signed-in account-interaction records and search index, your identity links, your AI usage records, your beta invitation record, and every outstanding sign-in session. Your account record itself is anonymized: your email is replaced, your name becomes “Deleted user”, your phone is removed, and every access token is invalidated.

Your sign-in itself is held by Clerk, our sign-in provider, so we also ask Clerk to delete your sign-in record. If that request cannot be made yet, or Clerk has not confirmed it, it stays recorded as owed until Clerk confirms. Either way, signing in with that identity is refused, and none of your erased data comes back.

Payments are processed by Stripe, our payment provider, so we also ask Stripe to remove your name, email address, phone number, address and saved cards from each Stripe customer record eznest created for you. The customer record itself stays, because every charge, invoice, payout and tax record attached to it stays — those payment records are required for tax and accounting. If Stripe cannot take the removal when your erasure runs, it stays recorded as owed until Stripe has done it.

What we keep, and why

• Financial records, the ledger and any invoices, which tax and accounting require.
• The payment records at Stripe: every charge, invoice, payout and tax record stays as it was made, including the card and billing details recorded with each charge and the copy of a card made for a payment on a business's own Stripe account. Tax and accounting require these too.
• The audit log, including the record of your deletion and of whether Clerk has confirmed it.
• Your consent history, the evidence of what you allowed us to do and when.
• Clerk's identifier for you, on the anonymized account record, so an erased sign-in can never be attached to a new account.

These are kept indefinitely. Database backups are kept for 7 days, so erased data can remain in a backup for up to a week.

Our file storage keeps the earlier copy of a file that is deleted or replaced for 365 days, then removes it automatically. Closing your account removes every stored version of the files it erases, and the earlier versions of your files that were deleted before you closed it, where our records still show the file was yours. An earlier version of a file that was someone else's, belonged to the home rather than to you, or can no longer be traced to you stays until its 365 days have passed. Section 8.2 of our Privacy Policy has the detail.

What is not yet erased

Your home record and the documents, maintenance history and service records attached to it; your projects, milestones, reviews, messages and appointments; and files you uploaded, other than personal-finance statements, remain in storage. A home can be shared with members of your household, and projects, messages and reviews are shared with the provider who is a party to them, so erasing them could destroy someone else's records. If you want them removed, email privacy@eznest.ca and our Privacy Officer will handle it with you individually. Full detail is in section 7.4 of our Privacy Policy.