Account and Data Deletion
Two routes to delete your Neeli account — in the app or from this page, without reinstalling — plus an honest list of what we delete, what we keep, and why.
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You can delete your Neeli account and the personal data associated with it at any time, and you do not need to reinstall the app to do it. This page describes both routes, exactly what is removed, what we are required to keep, and how long each step takes.
Neeli is operated by XYRAVON STUDIOS LLP.
Deletion means deletion
When you ask us to delete your account, we delete the account and the user data associated with it. Temporarily deactivating, disabling or "freezing" an account is not account deletion, and we do not treat it as such. The only things that survive are the specific records listed under what we keep below, each of which we are either legally required to retain or need in order to protect other people.
Route 1 — delete in the app
- Open Neeli and tap the profile icon in the top right corner.
- Tap More.
- Tap Delete account, at the bottom of the screen.
- Tap Continue on the warning that appears.
- The app then shows you an ID (your user ID, provided by the app). Type it into the field exactly as it is shown.
- Tap Delete my account.
- Your account is terminated immediately — there is no waiting period, and no grace period in which it can be restored. Erasing the data behind it runs on the timeline set out below.
Typing your user ID back is there so that deletion cannot happen by a mistaken tap — it is the point of no return, not an extra hurdle.
The deletion process described below then begins.
Route 2 — delete from the web
Use this if you have uninstalled the app or cannot sign in.
Send an email to contact@neeliapp.com with the subject line "Account deletion request", from the email address registered on the account, including:
- the email address on the account;
- your nickname on Neeli, if you remember it;
- whether you are a user, a listener, or both.
We will verify that the request genuinely comes from the account holder before acting on it — this protects you from someone else deleting your account. If you write from a different address, we will ask for additional verification.
We acknowledge deletion requests within 48 hours.
What is deleted
- Your account and sign-in linkage
- Your profile: nickname, profile photo, bio, languages
- For listeners: the listener application, verification selfie, identity document images, and bank account details
- Your call history as visible to you, and your side of the call records
- Your block list
- Your push notification token and device bindings
- Support and problem reports that are not part of a safety investigation
- Any remaining unused balance, which is extinguished
Deletion of live systems completes within 30 days of a verified request. Backups containing the data are rotated out and purged within 90 days.
What we keep, why, and for how long
We keep the minimum required by law or necessary to protect other people. Being specific about this is deliberate — a deletion promise that quietly excludes half your data is not a deletion promise.
| Retained | Why | For how long |
|---|---|---|
| Transaction, invoice and tax records | The Limited Liability Partnership Act, 2008 and income-tax law require books of account to be preserved | 8 years |
| Abuse reports, moderation decisions and enforcement records | Protecting other users; these records concern the safety of people other than you | 3 years from the decision |
| Records of a promotional claim bound to a device or email address | Anti-fraud. This is how we stop one person claiming a one-time offer repeatedly by opening new accounts | Permanent |
| Records of a ban or termination for cause, and the identifiers it was applied to | Preventing an evasion of enforcement | Permanent |
| Evidence preserved for a law-enforcement matter or legal hold | Legal obligation | Until the matter concludes |
| Aggregated or de-identified analytics that can no longer identify you | Product improvement | Indefinitely |
The promotional-claim and ban records contain only the identifiers and the fact of the claim or the ban. They do not retain your profile, your conversations or your call history.
What deletion means for you
- Deletion is permanent. We cannot restore a deleted account, its history or its balance. If you sign up again later, it is a new account.
- Unused balance is forfeited. Any credits remaining in your account when it is deleted are extinguished and are not refunded in cash. See the Refund and Cancellation Policy.
- One-time offers do not reset. The same device and email address will not be eligible for a welcome bonus or referral reward again.
- Listeners: settle earnings first. If you are a listener with pending earnings, request your payout and let it complete before deleting your account. Once the account is deleted we can no longer verify the bank details a payout would go to. If you delete first, write to contact@neeliapp.com and we will do what we reasonably can, but we may be unable to pay out.
- Your side of the call history disappears. Records held for safety and accounting purposes, as listed above, are retained.
Deleting only part of your data
You do not have to delete your whole account to remove something specific. Write to contact@neeliapp.com to:
- remove your profile photo;
- correct or update your nickname, bio or languages;
- withdraw a listener application and have the verification selfie and identity document images deleted;
- remove bank account details, if you no longer wish to receive payouts;
- clear your block list.
These requests are handled within 30 days, and usually within a few working days.
Timeline at a glance
| Step | Timing |
|---|---|
| Acknowledgement of a web request | Within 48 hours |
| Account terminated and access ends | Immediately on in-app deletion, or on verification of a web request |
| Deletion from live systems | Within 30 days |
| Purge from backups | Within 90 days |
| Confirmation to you | On completion |
Your other rights
Deletion is one of several rights you hold under the Digital Personal Data Protection Act, 2023. You may also request access to a summary of your data, correction or completion of it, and you may nominate someone to exercise these rights on your behalf. See the Privacy Policy for the full list and how to use each one.
Contact
- Deletion and privacy requests: contact@neeliapp.com
- Data Protection Officer: Aman, contact@neeliapp.com
- Grievance Officer: Aman, contact@neeliapp.com
If you are unhappy with how a deletion request was handled, the Grievance Officer will acknowledge your complaint within 24 hours and resolve it within 15 days.