Cleanavo

Cleanavo Account & Data Deletion Policy

Forms part of the Privacy Policy. Applies to both apps and to cleanavoapp.com/app, which is the host app in a web browser and the page where a cleaner can sign in to manage their account.

Effective date: 23 September 2026
Last updated: 30 October 2026

1. How to delete your account

In either app, go to:

More → Sign-in & security → Delete my account

You do not need to email us or submit a request. We ask you to confirm it is you first, with your passkey, or with your password and a code we send you, so that nobody who picks up your unlocked phone can delete your account. It takes a few seconds and happens before we show you what deleting will do.

A host can also use it in a web browser: sign in at cleanavoapp.com/app with the same account, and the button is in the same place as in the app. So can a cleaner: sign in at the same address with the same phone number or email address and password, and the cleaner account opens on a separate Sign-in & security page, which contains the Delete my account button. That page is the only part of the cleaner app available in a browser; your jobs, pay and messages remain in the app. The page shows you the same information before you confirm (Section 3). If you are both a host and a cleaner, you start on the host side, and Switch to cleaner, in the menu at the top right of the page, takes you to the cleaner page.

If you no longer have the app, for example because you uninstalled it or lost your phone, you can ask us to delete your account. Email info@cleanavoapp.com from the email address on your account, or call (512) 355-1469 from the phone number on your account, and state that you want your account deleted. We use the email address or phone number you contact us from to verify that the request is yours; we will not act on a request from any other address or number, and we will tell you if we cannot verify a request. Before we delete anything, we will reply with the cleanings that will be canceled and any fees that will apply (Section 3). If any amount would be owed, we will wait for your confirmation. We will then delete the account in the same way as the in-app button, within 7 days of your request. The only difference is that a cancellation fee is not charged to your card at that time, because you are not present to confirm the charge; it is recorded as a balance owed instead (Section 7).

2. One account for both roles

If you are both a host and a cleaner, you have one Cleanavo account, not two.

Deleting your account deletes both the host and cleaner roles. You will no longer be offered work and will not be able to sign in to either app. If you hold both roles, the app tells you this before you confirm.

3. Information shown before you confirm

Deletion requires more than one step. Before your account is deleted, you are shown:

  1. (a)what will be deleted, in plain language, with a description that depends on whether you hold one role or both;
  2. (b)an itemized list of every cleaning that will be canceled, with the fee for each and the total, based on current information from our systems. Canceling a cleaning close to its start time costs the same as canceling it yourself, because the cleaner is compensated in either case. You may cancel the deletion at this point; and
  3. (c)a final confirmation that the deletion cannot be undone and that you will not be able to sign in again with that phone number.

4. We do not refuse deletion

We will not refuse to delete your account, whatever its status.

Earlier versions of the app did not allow a cleaner to delete an account while a job was in progress or a payout was owed. Both restrictions have been removed.

Specifically:

  1. (a)A job in progress is treated as abandoned. It is recorded against the cleaner's account under Cleaner Terms Section 9, but the deletion proceeds.
  2. (b)Jobs you have claimed are returned to the open job pool for other cleaners.
  3. (c)Anything owed to you is still paid to you. Pay still owed for work you did is sent to your Stripe balance, and your balance is paid out to your bank account or debit card by Standard payout, free, without your needing to ask. We keep a minimal record of the payout destination, which does not identify you, so that the payment can be completed. We do not keep your account.
  4. (d)If we cannot charge a cancellation fee, the cleaning is canceled anyway, the cleaner is still compensated, and the amount becomes a balance you owe (see Section 7). We do not delay the deletion of your account because of an unpaid balance.

5. Information that is deleted

The following information is permanently deleted and cannot be recovered:

  1. (a)your name, phone number and email address, and, for cleaners, your cleaning area;
  2. (b)your sign-in: the authentication record is deleted, and the phone number can no longer be used to sign in;
  3. (c)your password and your passkeys. Any copy of a passkey in your own password manager can be deleted there; once the account is deleted, the passkey can no longer be used to sign in;
  4. (d)your saved payment cards and your customer record at Stripe, which also removes the cards at Stripe, and the one-way card fingerprints kept for the referral program (Privacy Policy Section 4.1), including those of cards you had already removed;
  5. (e)your properties and their schedules, except as described in Section 6;
  6. (f)your property photographs, which are deleted from file storage;
  7. (g)the text of every message you sent, and the link between you and those messages. See Section 6.2 for the one case in which this is delayed, and the 180-day maximum that applies;
  8. (h)your conversations with Cleanavo support, including both sides, which are deleted in full rather than retained in part, because the other party is Cleanavo (Privacy Policy Section 8.6). This deletion is not delayed in any case. The copy of each message you sent that was emailed to our support inbox is an email and is deleted under the email retention period instead: 24 months after the conversation's last message, or sooner on request (Privacy Policy Section 8.2);
  9. (i)your connected calendar feeds and the automatic scheduling that relies on them;
  10. (j)any outstanding card holds, which are released before the account is deleted, so that no hold remains on a card;
  11. (k)for cleaners, your Stripe Connect account, unless money is still owed to you or still in your balance, in which case it is kept only until that money has been paid out, because it is the only way to send the payment. If Stripe will not delete the account, we reject it, which prevents any further activity on it;
  12. (l)your referral, if you signed up with another person's code and the referral has not yet qualified, which is closed, together with any unpaid referral fee and any unused referral credit, which are canceled. No further payments or credits are made to a closed account; and
  13. (m)your notification settings, the notification token of every phone you turned notifications on for, and the record of the notifications we sent you (Privacy Policy Sections 4.4, 5.10 and 8.1). After this, nothing more is sent to any of your phones.

6. Information that is kept, and why

Every category of information in this section has a maximum retention period. "Kept" never means "kept indefinitely". The retention periods are set out in Privacy Policy Section 8, and the longest is five years. This section describes the information that is kept after your deletion request and the reasons for keeping it; Privacy Policy Section 8 states when each item is deleted.

6.1 Records of work and payments: kept for 5 years with your identity removed

Cleanings, payments, payouts, compensation, the receipts, refund notices and payout statements issued for them, referral fees that were paid, referral and promotional credits that were used, and ratings are kept. They record what a cleaner was owed and paid, or a discount on a taxable sale, and we are required to keep financial records. Your identity is removed from these records.

They are kept for five years from the date the job ended, which is the longest period required by Texas sales tax law, federal contractor payment rules and the limitation period for contract claims. Ratings are the exception and are deleted earlier, after 24 months.

6.2 Chat messages: messages you sent are deleted, and messages you received remain

The text of the messages you sent is deleted when you close your account. This happens when the deletion is processed, not when the thread expires after 90 days. What remains is a record that a message was sent, on which day, and whether it was sent by the host or the cleaner. The text is deleted, as is the link between the message and you. The other party sees a placeholder stating that the sender closed their account.

The messages you received remain. They were written by the other person and are that person's record of what was agreed about their home. Deleting them in response to your request would remove information belonging to someone who has not requested its deletion. The California and Texas privacy statutes both address this, and each contains an express exception for other people's rights, including the right of free speech. Those messages are deleted with the rest of the thread 90 days after the job ends, whether or not either party still has an account.

One exception applies. If a report or card dispute about the cleaning is open, deleting the messages would destroy evidence on which someone is relying, including evidence that could clear the person who was reported. The messages on that cleaning are therefore deleted when the matter closes, and in any event within 180 days of your request, whether or not the matter has closed. The messages on every other cleaning are deleted immediately. We apply this maximum period so that a matter that remains open does not delay deletion indefinitely; 180 days is already longer than the 120-day period card networks allow for disputes.

We will not attempt to identify the sender of a deleted message. Nothing remaining in the message identifies you, and we will keep it that way.

Deletion does not affect messages that have already been read. If you do not want a message to be read, do not send it; deletion takes effect only from the time of your request.

6.3 Ratings: kept, and deleted after 24 months

A rating a host gave a cleaner is kept and continues to count toward the cleaner's published rating, but the host's identity is removed from it. Ratings form part of another person's professional record, and removing them when the host who gave them closes their account would allow anyone to remove feedback by closing an account. A rating consists of stars only, so there is no written content to keep or delete.

Ratings are deleted 24 months after they are given, whether or not either party still has an account. A cleaner's published rating is therefore a rolling two-year average.

6.4 Before and after cleaning photographs: kept until their normal deletion date

Photographs taken during a job are not deleted when you close your account. They form part of the record of that job, and for a host they are the evidence of the work performed in their home. They are deleted 90 days after the job, on the same schedule as other job records.

Your own property photographs, meaning the photographs you uploaded of your property, are deleted immediately, as described in Section 5.

6.5 Property records where a cleaning took place: kept in reduced form

A property that has never had a cleaning is deleted in full.

A property that has had a cleaning cannot be deleted in full, because each completed cleaning must continue to record where it took place. That property record is kept in reduced form, containing only the street address and coordinates.

The door or access code is not kept. It is deleted as soon as no active job requires it, and a nightly process deletes any code that remains. A code you gave one cleaning is deleted when that cleaning is completed or cancelled. A door code is never kept after the account or the property to which it belonged has been deleted.

6.6 One-way fingerprint of your phone number and email address: kept for a limited period

We keep a cryptographic one-way fingerprint (an HMAC) of your phone number and email address. It cannot be converted back into your phone number or email address.

We keep it for four purposes: if you owed money when you closed your account, the balance remains associated with you; if you were a cleaner, your record remains associated with you; if you were referred by another user, that fact remains associated with you; and if you used a promotional code (Terms Section 7.10(l)), the code stays used by you. Without it, a person could clear a debt, remove a poor record, be referred a second time or use a second promotional code by closing an account and signing up again.

The fingerprint is kept for a limited period. The cleaner portion (the rating and counters) is cleared after 24 months, when the ratings and breach records on which it is based are deleted, so that a carried-over score is never kept without the evidence behind it. The referral portion is cleared when the referral record itself would be: after 12 months if the referral did not qualify, or 5 years if it resulted in a payment. The entire record is deleted after 5 years, or earlier once it no longer contains a balance, a cleaner record or a referral. The fingerprint on a promotional code you used is kept with that code's record, and is deleted 5 years after you used it.

6.7 Server logs: kept for no more than 7 days

Operational logs contain identifiers (of accounts, cleanings, payments and similar records), together with statuses and error messages, and the hosting platform's own request logs record the network address from which each request was sent. They do not contain your name, contact details, address, door code, message text or card details (Privacy Policy Section 8.7 lists exactly what they contain). Logs are not part of the deletion process: they are not organized by account, and we do not edit them to remove information. They are kept for no more than 7 days, which is the maximum period set by our hosting provider's plan; on our current plan, the period is shorter.

6.8 Billing authorizations: kept while in effect, then for 5 years

The billing authorization you accepted before saving a card is kept with its exact text and version. Authorization records cannot be changed after they are created, because an agreement that could be edited or deleted afterwards would not be a reliable record.

The authorization currently used to charge your card is kept for as long as it is in effect. A superseded authorization is deleted 5 years after it was replaced, the same period as the charges it authorized.

6.9 Final deletion of the account record

When every record described above has been deleted under its own retention period, the remaining account record is deleted as well, including the account row itself and the roles, cleaner profile, verification status and saved-card records that existed only to support it.

For an account with no unpaid balance and no recent activity, this takes a few months. For an account with a completed and paid cleaning, it takes the five years described in Section 6.1.

7. Unpaid balances

Deletion proceeds even if you owe money. The balance remains owed, and if you register again with the same phone number or email address, the balance will be associated with your new account. We will not refuse deletion because of an unpaid balance.

8. Information on your device

Deleting your account signs you out, and everything the app stored on your device is cleared at the same time, including your settings, any cached information and, in the cleaner app, the temporary links to job photographs. Signing out clears the same information and tells our servers to stop sending notifications to that phone. In a browser, the host app keeps the same information in that browser's local storage for cleanavoapp.com, and signing out or deleting your account there clears it in the same way. The only exception is a record of which screen to return you to while you are on Stripe's payment page, and of which tip it is when your bank is confirming a tip: it is kept in that tab's session storage, contains no sign-in or card information, and is removed when Stripe returns you to the app or when you close the tab.

Deleting the app removes any remaining information. In a browser, clearing the site data for cleanavoapp.com has the same effect.

9. Errors during deletion

Deletion is performed in a set order, so that an interruption can always be resolved:

  1. (a)if deletion fails before your details are removed, nothing has changed and you can try again; and
  2. (b)if deletion fails after your details are removed but before your sign-in is closed, your personal information has already been deleted, and signing in and trying again completes the process.

This order ensures that it is not possible for your sign-in to be closed while personal information remains that no one can access.

If you see an error, try again. If the error continues, email info@cleanavoapp.com.

10. Deleting information without closing your account

You can delete certain information without closing your account:

  1. (a)Delete a property, at any time. This is treated as every booking at the property being removed from a connected calendar (Cancellation Policy Section 4(d)). A cleaning still to come that is more than 24 hours away and that no cleaner has claimed is removed from your schedule free of charge. A cleaning a cleaner has claimed, and any cleaning within 24 hours, stays booked and is marked with a warning in the app so you can decide. The property's address and access code are kept so that a cleaning that stays can go ahead, and if no cleaner has claimed it yet, it is still offered to cleaners in the usual way. Cleanings you had switched off are deleted, and the property's calendar feeds are disconnected. What is kept once the remaining cleanings are finished is described in Section 6.5.
  2. (b)Remove a saved card, subject to the requirement that a card remain on file while cleanings are scheduled against it.
  3. (c)Disconnect a calendar feed, which stops automatic scheduling from it. This is treated as every booking from that feed being removed (Cancellation Policy Section 4(d)). Changing a feed's link is treated the same way for cleanings no cleaner has claimed; a claimed cleaning is kept for the new link to confirm.
  4. (d)Edit your name, phone number or email address in the app.

For any other information, email info@cleanavoapp.com and tell us what you would like deleted. See Privacy Policy Section 10 for your rights and our response times.

11. Timing

Deletion in the app takes effect immediately, and there is no backup cycle to wait for.

We do not take database backups. Our hosting provider (Supabase, Privacy Policy Section 7.1) backs up projects on its paid plans; this project is on the Free plan, which does not include backups, daily or point-in-time. We have confirmed this: on 10 September 2026, the provider's API reported that no backups exist and that point-in-time recovery is disabled for this project.

As a result, when a deletion is processed, no copy of the deleted information remains in a backup that we hold or could restore from. Two limitations apply. Our provider operates its own infrastructure, and we do not control what a hosting provider retains within its own systems for its own resilience; Privacy Policy Section 7.1 describes what our providers do with their own records. In addition, this statement describes our current plan and is not a commitment about every plan we may use in the future: if we move to a plan that includes backups, that plan's retention period will apply, and we will update this section and Privacy Policy Section 8.10 before the change takes effect.

12. Contact us

Finavo LLC (dba Cleanavo), info@cleanavoapp.com