Delete your account

Your account belongs to a desk, which is the workspace your company shares. Only the owner of the desk can close it. Closing the desk deletes the desk and the account of every person on it.

If you are not the owner, you can ask us to delete your own account. The desk and its records stay with the owner.

Cancelling a subscription does not delete anything. A desk whose subscription was cancelled, or has ended, is locked and kept until you subscribe again or ask us to delete it. To have it deleted, write to support@neptunelabs.ca from the e-mail address you sign in with.

1. Open Neptune Atlas and tap Settings.
2. Tap Delete account, at the bottom of the screen.
3. Type DELETE in the box to confirm.
4. If you own the desk, tap Close desk and delete account, then Close desk.
5. If you do not own the desk, tap Request account deletion, then Send request. The app shows a reference and the date we will answer by, and we e-mail you a confirmation.

A desk with a running subscription cannot be closed in the app. Cancel the subscription on the website first, or send a deletion request from the same screen.

1. Sign in at neptuneatlas.com as the owner of the desk.
2. Open the account menu and choose Settings.
3. Open the Billing tab.
4. If you are on a paid plan or a trial, press Cancel subscription first.
5. Press Close this desk, then Close the desk.

Only the owner sees Close this desk. If you are not the owner, use the phone app or write to us.

1. Write to support@neptunelabs.ca from the e-mail address you sign in with.
2. Say that you want your Neptune Atlas account deleted. Name your desk if you know it.
3. We check the request against the account before we delete anything, and we answer within 30 days.

When the owner closes a desk, everyone on it is signed out at once and nobody can sign in again. Every shared link stops working, and the desk's marketplace listings are taken down at once. A subscription that is still running ends the same day. Any time you have already paid for ends the same day, and the unused part is not refunded.

After 30 days we delete:

• the desk's records: positions, cargoes, fixtures, charterparties, laytime records, contacts, notes and documents;
• the files stored for the desk, and the mail it received;
• connected mailboxes, with their saved sign-in details;
• each person's name, e-mail address, phone number, password, two-step sign-in secret and recovery codes;
• each person's sessions, notifications, registered phones and watched ships;
• contact details on the desk's marketplace listings, and the text of the enquiries its people sent;
• the IP address and browser on the desk's security records.

If you are not the owner and ask us to delete your own account, we delete the personal items in that list for you alone. Records you made for the desk stay with the desk, with your name removed.

• Billing records, 7 years. The desk's name, billing e-mail, phone number, country and website, with its subscription and invoice records. Tax law requires this.
• Verification records, 7 years. Documents and decisions from a broker or owner verification, and claims on ships.
• Security records, with no end date. What was done and when, with no IP address or browser on it. Each deleted person is left as a numbered entry with no name or address.
• Your deletion request, 2 years. It holds the e-mail address you gave, as proof that we answered.
• The deletion receipt, with no end date. It lists which tables were deleted and how many rows. It holds no names and no addresses.
• Do-not-contact entries, with no end date. An address that asked us to stop e-mailing stays on that list, so we do not write to it again.
• Calls to our support line. A call we matched to your account is deleted with it. For any other call, a transcript and summary are removed after 180 days, and the number, the time and the length of the call are kept after that unless you ask us to delete them. No recording is held.
• Payment records at Stripe. Our payment provider keeps its own records under its own legal duties.
• Backups, up to 35 days. Deleted data can remain in a backup for that long before the backup itself is deleted: up to 14 days in the copy on the same machine, and 35 days in the encrypted copy kept in a second region. That second copy is locked for its first 30 days and cannot be removed sooner on request.

The privacy notice lists every retention period in full.

Closing a desk takes effect at once. The desk is then kept for 30 days so a mistake can be undone. Write to support@neptunelabs.ca inside those 30 days to get it back.

After 30 days a daily check lists the desk as due, and a person at Neptune Labs runs the deletion. It is not automatic. Ask us and we will delete it sooner.

A desk that was only cancelled is not on that 30 day clock. It is kept until you ask, and deleted by a person when you do.

A request sent from the app or by e-mail is answered within 30 days.