Delete your account
You can permanently delete your Shana account at any time. This works the same way whether you are a care recipient, a family account holder, or a Shana Caregiver.
Option 1 — In the app
Open SettingsTap the menu in the Shana app and select Settings.
Select AccountFind the Account section.
Tap Delete AccountYou'll be asked to confirm. Read the summary of what will be removed.
ConfirmOnce confirmed, deletion begins immediately and cannot be undone.
Option 2 — By email
If you no longer have the app installed, or you would rather we handle it, email admin@shanacare.com with the subject line "Account deletion request."
Please send your request from the email address on your account, and include the phone number associated with it. We will verify your identity before deleting anything — this protects you from someone else deleting your account. We will confirm by email once it is done.
Before you delete. Account deletion is permanent and cannot be reversed. If you have an upcoming scheduled visit, please cancel it first. If you are a Shana Caregiver with a pending payout, that payout will still be processed to your payout account — but you should confirm it has cleared before deleting.
What gets deleted
When your account is deleted, we permanently remove:
- Your name, email address, and phone number
- Your service address or home address
- Your profile photo and biography
- Any trusted or emergency contact you added
- Saved payment methods and payout details
- Your notes, preferences, and app settings
- Push notification tokens and device identifiers
- For Shana Caregivers: your license details, certification records, and screening documentation, subject to the retention rules below
Ratings and written feedback you left for others are anonymized rather than removed, so that the person you rated keeps an accurate record.
What we are required to keep
A small amount of information must be retained even after deletion. We keep only what the law requires, and we do not use it for any other purpose.
| What | Why | How long |
|---|---|---|
| Transaction and payment records | Tax, accounting, and audit obligations | Typically 7 years |
| Visit records, stripped of identifying details | Financial reporting and platform integrity | Typically 7 years |
| Caregiver screening and certification records | State recordkeeping requirements for care providers | As required by state law |
| Safety or incident reports | Legal obligations, including mandatory reporting | As long as necessary to resolve and comply |
How long deletion takes
- Immediately: your account is deactivated. You can no longer sign in, and you will stop receiving notifications.
- Within 30 days: your personal information is deleted from our active systems.
- Within 90 days: your information is removed from routine backups as those backups cycle out.
Other account options
Take a break instead
If you are a Shana Caregiver and simply want to stop receiving visit requests, you do not need to delete your account. Set your status to offline in the app. You will receive no requests until you go back online, and your visit history, rating, and tier status are preserved.
Update your information
You can change your name, phone number, address, photo, and notification preferences at any time in the app under Settings.
Request a copy of your data
You can request a copy of the personal information we hold about you. Email admin@shanacare.com with the subject "Data access request." We will verify your identity and respond within the time period required by applicable law.
Questions
If anything here is unclear, or you would like help with your account:
- Email: admin@shanacare.com
- Phone: (832) 844-0895
For details on how we handle information generally, see our privacy policy.