Delete your SPM Medica account

You can ask us to delete your SPM Medica account and the personal data linked to it in two ways. Both lead to the same review and the same deadline.

1. 1
   We receive your request

   A request made in the app is registered immediately. For an e-mail request we first confirm with you that the account is yours. We send you an acknowledgement by e-mail.

2. 2
   We review it

   We check for open appointments, payments, refunds and payouts and tell you if anything must be settled. You can cancel the request while it is pending.

3. 3
   We delete and confirm

   When we approve it you are signed out on every device, the data listed below is deleted, and we send a final confirmation e-mail. We complete this within 30 days of receiving your request.

If a request is complex we may extend this by up to two further months. If so, we tell you within the first 30 days and explain why (GDPR Article 12(3)).

When we approve your request, we delete or anonymise:

• Your sign-in details: e-mail address, phone number, username and password
• The name on a patient or medical-centre account
• Your profile photo
• Registered devices, sessions, your notifications and notification settings
• Verification codes and your password history
• Your saved addresses
• Your saved payment cards
• Community blocks and connection requests that were never answered
• The text of reviews you wrote (the star rating stays in the professional's average)
• Health QR shares, imaging viewer links and emergency tags, which stop working
• For doctors and nurses: your biography and public profile, which no longer appear in search or booking

We also ask our payment provider, Revolut, to delete your saved cards and customer profile, and we delete your photo from our storage.

The law requires us to keep some records. They are no longer linked to any login, access to them is restricted, and they are never used for marketing.

• Clinical records

  Visit reports, prescriptions, nursing records, laboratory and imaging orders, results and images, emergency requests, and documents sent to the Fascicolo Sanitario Elettronico, with the patient identity they belong to (name, date of birth, tax code).

  Why

  Italian healthcare law requires clinical documentation to be kept (GDPR Articles 9(2)(h) and 17(3)(b) and (c)).

  How long

  For the period Italian healthcare rules set for each type of record; some clinical documentation must be kept without a time limit.

• Invoices and payments

  Invoices, receipts and the records of payments, refunds and payouts.

  Why

  Accounting and tax law.

  How long

  10 years (Article 2220 of the Italian Civil Code).

• Appointment history

  The record of past visits that clinical documents and invoices refer to.

  Why

  These records cannot be understood or proved without it.

  How long

  As long as the clinical or financial records that depend on it.

• Conversations

  Messages and support conversations you took part in. They remain visible to the other participants; a patient's name is shown as a deleted account.

  Why

  They also belong to the other participants, and support history lets us handle complaints and disputes.

  How long

  As long as the other participant keeps the conversation, or as long as a complaint or dispute could arise.

• Professional identity

  For doctors and nurses: your name and professional registration, as they appear on the clinical documents you issued or signed.

  Why

  A clinical document must stay attributable to the professional who wrote it.

  How long

  As long as the documents themselves are kept.

• Security, consent and request records

  Security and audit logs, records of your acceptance of the terms and privacy notice, and the record of this deletion request.

  Why

  To show that we met our legal obligations and to establish or defend legal claims (GDPR Article 17(3)(b) and (e)).

  How long

  For the applicable legal limitation period, generally up to 10 years.

A deleted account cannot be restored. You can create a new SPM Medica account at any time; if you were a patient and want to register again with the same tax code, contact us first so we can help.

If we cannot carry out your request, for example because appointments or payments must be settled first or because we cannot confirm that the account is yours, we tell you why within 30 days.