You can request that we close your account at any time. There are some legal requirements we need to follow around retaining medical records, so here's what actually happens.
How to request account deletion
Contact our support team with your registered email address and confirm that you'd like your account closed. We may ask for ID verification before we proceed.
What happens when you close your account
- Your login is deactivated — you won't be able to access your account or place new orders
- Marketing communications stop immediately
- Personal data not required for legal reasons (e.g. marketing preferences, account settings) is deleted
What we have to keep
As a GPhC-regulated pharmacy, we're legally required to retain certain records:
- Clinical records — consultation responses, prescriber decisions, dispensing records — must be retained for 13 years
- Financial records — order history, payment records, invoices — must be retained for 6 years (UK tax law)
This isn't a choice — it's a regulatory requirement designed to protect patient safety and ensure traceability.
What this means in practice
Your data is essentially archived. It's not accessible day-to-day, isn't used for any marketing, and is only retrieved if required for clinical, legal, or regulatory reasons. After the retention period expires, your data is permanently deleted.
Can I come back later?
Yes. If you want to use PharmacyOnline again after closing your account, you can register fresh with the same email. You'll need to complete a new consultation as a new patient.
Your other rights
If you want to know more about what we hold on you before deleting, see our article on how to request your data. If you have concerns about how we've handled your deletion, you can complain to the Information Commissioner's Office at ico.org.uk.