1. Start here#
You can delete your Narbis data at any time. You do not need a reason, you do not need to call anyone, and it does not cost anything.
There are two things you might want, and they are different:
Delete everything and close my account. Your account, your training history, your brain and cardiac data, your Derived Metrics, and any trainee profiles on your account are all deleted. You will not be able to sign in again, and the data cannot be recovered.
Delete some of my data but keep my account. For example, delete your training history but keep your login. Or delete one trainee profile. Or delete all of your raw brain and cardiac data while keeping your session summaries.
Both are available. Pick whichever you actually want.
2. Two ways to do it#
2.1 In the app, which is the fastest#
Open the Narbis app, go to Settings, then Privacy, then Delete my data. Choose whether you want to delete everything or only part of it. The deletion begins immediately.
This works in the Narbis apps for iOS, watchOS, Android and the web.
2.2 By email, which needs nothing installed#
Write to info@narbis.com. Tell us the email address on your Narbis account and what you want deleted. Put Delete at the start of the subject line if you can, though your request counts either way.
You do not need the app, and you do not need to be able to sign in. We know people uninstall apps, change phones and lose access to accounts, and none of that should stand between you and deleting your own brain data. If you can no longer get into your account, say so in the message and we will work it out with you.
3. What happens next, and how long it takes#
| Step | Timing |
|---|---|
| We acknowledge your request | Within 10 days |
| We verify it is really you | Usually the same day. See below |
| We delete from our live systems | Within 45 days, and normally within a few days |
| Deletion reaches our backups | Within 35 days of deletion from live systems |
| We confirm to you in writing | When it is done |
If a request is genuinely complicated we may take up to a further 45 days, and if we do we will tell you why before the first 45 days are up.
Verification. We check that a deletion request really comes from you before we act on it, because handing someone else's brain data to the wrong person, or destroying yours on a stranger's say so, would both be worse than a short delay. Usually this just means clicking a link we send to the email address on the account. We will not ask you for a government ID, and we will not ask for more information than we need to be sure.
4. What gets deleted#
Everything associated with your account, including:
- your raw Neural Data, meaning the EEG signal recorded by the Smart Glasses or a compatible headband;
- your raw Cardiac Data, meaning the PPG or heart rate signal from the ear clip or a compatible sensor, and the interbeat intervals derived from it;
- your Derived Metrics, meaning coherence scores, focus and engagement indices, reward rate, breathing rate, resonance frequency, session summaries and trends;
- your session and adherence history;
- your account, profile and preferences;
- any trainee profiles on your account and everything associated with them; and
- your support correspondence, unless it relates to an open matter.
5. What we keep, and why#
We will be straight with you about the exceptions, because a deletion promise with hidden carve outs is not a promise.
| What we keep | Why | For how long |
|---|---|---|
| Purchase and order records | Tax law and accounting obligations require it | 7 years |
| Warranty and return records | So we can honor a warranty claim on hardware you still own | 7 years |
| A record that you asked us to delete | So we can prove we honored it, and so we do not re-add you from a backup | Until the deletion is fully complete, then minimal |
| Consumer health data authorizations, where one exists | Washington and Nevada law require us to retain them | 6 years, set by statute |
| Anything under a legal hold | An active legal claim or a lawful order | Only as long as required, then deleted |
| Data already de-identified under our research programme, if you opted in | It is no longer linked to you and cannot be linked back | See below |
On de-identified research data. If you opted into research, some of your data may already have been de-identified to the standard at 45 C.F.R. 164.514 and incorporated into analyses. Once de-identified, it is no longer associated with you and cannot be traced back, which also means it cannot be pulled back out. Deleting your account stops any further use going forward. We would rather say that plainly than imply we can retrieve something we genuinely cannot.
6. We tell the people we shared with#
Where we have shared your data with a third party, we notify that third party of your deletion request and instruct them to delete it too, within 30 days. Washington law requires this and we apply it to everyone.
The current list of the service providers who process data for us is published at narbis.com/legal/subprocessors.
7. Deleting a child's data#
If you are the parent or legal guardian of a trainee on your account, you can delete that trainee's data at any time by either route above, and you can do it without closing your own account.
You can also, at any time:
- review the personal information we hold about your child,
- refuse to permit any further collection or use of it, and
- require its deletion.
Write to info@narbis.com. We do not require you to give a reason, and we will not ask you to justify the request.
Where a trainee is under 13, all of their data is deleted within 90 days of the account closing, whether or not you ask.
8. If you train with a practitioner#
This is important and it works differently.
If your data reached Narbis because a clinician, coach or other practitioner uses the Narbis Platform with you, your practitioner controls that data, not us. They decided what was collected and why, and where they are a HIPAA covered entity they hold the legal obligation to act on your access and deletion requests.
Send your request to your practitioner first. We will support them in carrying it out, and we will act directly where the law requires us to. If you cannot reach your practitioner, or they are no longer practising, write to info@narbis.com and we will help you work out who holds what.
The document titled "Privacy Notice for End Users, Practitioner Context" explains this in full.
9. Things worth knowing before you delete#
- Deleting your account cancels nothing by itself. If you have a paid subscription, cancel it separately, or it may continue to bill. You can cancel from the app or the store you bought it through.
- Export first if you want a copy. You can export your session history and Derived Metrics in a machine readable format from Settings, then Privacy, then Export. Do that before you delete, because afterwards we will not have it either.
- Your hardware still works. Deleting your data does not disable your glasses or your sensors. You can start again with a new account whenever you like.
- It is not reversible. Once deletion completes we cannot restore anything, including from backups.
10. If we say no#
We will act on a deletion request unless the law requires us to keep something, and if that happens we will tell you exactly what we are keeping and which obligation requires it.
If you disagree, you can appeal, and a person who was not involved in the original decision will review it. Write to info@narbis.com with the word "appeal" in the subject line. We will decide within 45 days and explain the outcome in writing.
If you are still not satisfied you can complain to your state attorney general, to the Federal Trade Commission, or, if you are in the European Economic Area or the United Kingdom, to your data protection authority. We would ask that you also tell us, because we would rather fix it.
11. How to reach us#
How to reach us
Email: info@narbis.com
Web: narbis.com/contact
One mailbox handles everything. To help us route your message quickly, please begin your subject line with one of these words where it applies: Privacy, Legal, Practitioner, Security or Appeal. We read everything either way.