Osmosis — Account Deletion Policy
This page describes how to request deletion of your Osmosis account and associated personal data. The Service is operated by Osmosis LLC, an Illinois limited liability company. It reflects Osmosis’s account model: company accounts, technician users, and homeowner users. It sits alongside the Privacy Policy, which governs what we collect and why.
How to request deletion
You can request deletion of your account and associated personal data:
- In-app: where an account-deletion option is available in the app, or
- By email: send a request to support@osmosispoolapp.com from the email associated with your account (or, for a company, from an authorized owner). We may verify your identity before acting.
We acknowledge requests promptly and aim to complete deletion within 30 days, subject to the limited-retention exceptions below.
Who owns what — why deletion works the way it does
Photographs of a homeowner’s property, customer records, and service history belong to the pool company, not to Osmosis. We store them, sync them, and display them so the company can run its business. That is why deleting a personal account and deleting a company’s records are two different requests with two different outcomes, described below.
One consequence is deliberate: the record of the pool itself outlives the people attached to it. Equipment, chemistry history, and what has been done to a body of water are the company’s operating record of a physical asset. A technician leaving, or a homeowner closing their account, does not erase the pool’s history — it removes that person’s access and their personal information.
What gets deleted
Upon a verified request, we delete the personal data associated with the relevant account from our active systems — account/profile information, and the personal data described in the Privacy Policy — except data we must retain for the limited reasons below. Residual copies in routine backups are purged on our rolling backup cycle.
Account-type implications
Company accounts
- A company account is the parent of its technician users and its Customer Data (pools, customers, service history, photos, etc.).
- Deleting a company account removes the company’s access and initiates deletion of the company’s data, including its technician users’ access and the company’s Customer Data, subject to retention exceptions.
- This is a significant action. We will confirm with an authorized owner before deleting a company account. If you only want to remove a single technician, ask us to remove that technician user instead (the company account remains).
- Effect on homeowners: homeowners are linked to a company’s pools. When a company account is deleted, the company’s pool/service records are deleted; a homeowner’s own Osmosis account is not automatically deleted, but the company-shared information they could previously see is removed. (Homeowner accounts can be deleted separately — below.)
Technician users
- A technician user can be removed by their company (recommended) or can request removal of their own user account via support.
- Removing a technician user revokes that person’s access; the company’s Customer Data remains with the company.
Homeowner accounts
- A homeowner may request deletion of their own homeowner account via support@.
- Deleting a homeowner account removes the homeowner’s profile and login and unlinks them from the pools they could view.
- What remains: service records a company created about a pool are the company’s Customer Data and are governed by that company’s account — deleting a homeowner’s personal account does not delete the company’s underlying service history for that property. (If a homeowner wants company-held data addressed, we will route the request to the relevant company and assist as required by law.)
Beta applicants
If you applied to the beta but never became an active user, you can ask us to delete your applicant record (the application form data) at any time via support@. Otherwise we retain it to consider you for later cohorts.
Limited retention (exceptions)
We may retain certain data after deletion where necessary to:
- comply with legal, tax, or regulatory obligations;
- resolve disputes, prevent fraud/abuse, or enforce our Terms;
- complete the purge of routine backups on their normal cycle.
Retained data is limited to these purposes and then deleted.
Payments and financial records
Card numbers never reach Osmosis — they are handled by our payment processor, and we store only the processor’s identifiers and display details such as card brand and last four digits. Deleting an account does not delete records held by the processor; those are governed by that processor and by the company’s own relationship with it.
Invoices, payments, and tax records are retained even after an account is deleted, for as long as tax and accounting law requires. This is one of the limited-retention exceptions above, and it is not something either we or you can waive.
Your rights, and who to ask
Depending on where you live, you may have the right to know what personal information we hold about you, to get a copy of it, to correct it, and to have it deleted. We honor these requests regardless of whether the law where you live requires it, subject to the limited retention above. We do not sell personal information and we do not charge for a request.
Where a pool company is the one that decided to collect the information — its customer records, its service history, its photographs — we act on that company’s instructions, and we will route your request to them and help them answer it.
Contact
Osmosis LLC · support@osmosispoolapp.com