Delete Your Neylo Account

3. Processing time

We aim to complete a verified in-app or email deletion request within 3–5 business days. A request may take longer when required to resolve an ownership dispute, investigate fraud or a child-safety matter, comply with law, or address a technical issue. We will provide information where legally and operationally appropriate.

4. Data covered by deletion

Subject to the limited retention described below, account deletion covers data associated with the account, including:

• login email, account identifiers, settings, and authentication records;
• AI chat history, prompts, feedback, and AI interaction records;
• AI character profiles, descriptions, traits, and configuration data;
• generated images and reference images uploaded to the account;
• unused coin balance linked to the deleted account;
• account-linked analytics, device, diagnostic, and support data, where deletion or de-identification is applicable;
• other personal information associated with Neylo that is not required to be retained.

Where service providers process account data for us, we delete it from our systems and direct applicable processors to delete or return it according to our arrangements and legal obligations.

5. Limited retention

Deletion does not require us to erase data that must or may lawfully be retained for a limited purpose, such as:

• Google Play transaction, tax, accounting, refund, chargeback, and compliance records;
• security, fraud-prevention, abuse, enforcement, and dispute records;
• reports or evidence involving illegal content, child safety, or protection of users;
• records necessary to establish, exercise, or defend legal claims or respond to lawful requests.

Retained data is restricted to the applicable purpose and kept only for the period required by law or reasonably necessary for that purpose. Protected backups may retain residual copies until they are overwritten through the normal backup cycle.

6. Coins

Deleting your account permanently removes unused coins associated with that account. Coins cannot be transferred, withdrawn, converted to cash, or moved to another account.

Account deletion does not itself cancel, reverse, or refund a Google Play coin purchase. Any eligible refund request is handled under Google Play rules and applicable law. Coin packages do not automatically renew.

7. Request cancellation

If an emailed request is still pending, you may ask us to cancel it by replying to the deletion email. We cannot restore an account after deletion has been completed, and we cannot guarantee cancellation after processing has begun.

8. Privacy and safety

For more information about data handling, read the Privacy Policy. Use of Neylo is governed by the Terms of Use. Safety reports involving minors are addressed under the Child Safety Policy.