Your Data Rights
What this page is for
This page is one place from which to do any of the following:
- See what we hold about you.
- Correct something we have wrong.
- Delete your data and close your account.
- Take your data with you.
- Withdraw a consent.
- Object to a specific use of your data.
- Ask a clinician to review a decision the engine has made about you.
- Complain about how we have handled your data.
You do not have to know what any of these are called legally. We will route your request appropriately.
How to ask
There are three ways.
In the app: Settings → Data & Privacy. The options below are accessible from there.
By web: wouch.app/your-data-rights - tell us what you want; we will route the request appropriately.
By email: privacy@wouch.app. Plain language is fine. "I want to see what you have about me" is enough.
We will respond within 30 days. Complex requests can take up to 90 days, in which case we will write to you within the first 30 days explaining why and when to expect the full response.
We do not charge. We may ask you to verify your identity (so that we do not give your information to someone else by mistake), and we will explain how. Identity verification does not require sharing more documents than necessary.
What you can ask for
See what we hold about you
We will send you, securely, a copy of the personal information we hold:
- Identity and account information.
- Your assessment responses.
- Your module activity.
- Your conversation history (your side; we cannot send you the other person's side without their consent, which we will ask for separately).
- A summary of what the engine has observed about you, in plain language — not numbers (see our Algorithmic Transparency Statement for why).
- A summary of decisions we have made about your access to features and the rationale for each.
- A consent timeline.
- An audit summary of platform actions on your data.
Format: JSON, CSV, and a plain-language summary document. You choose.
Correct something
If something we have is wrong, tell us what and we will correct it.
Note: for assessment responses, we generally do not retroactively change individual answers (this would distort the longitudinal record). The path for an updated reading is reassessment. We will explain this in our response.
Delete and close your account
You can close your account at any time. Settings → Account → Close Account, or via the web form, or by email.
The process: a 30-day cooling-off period during which your account is paused and you can change your mind; then deletion.
Some categories are retained beyond deletion under legal hold (safety records for seven years; consent records for seven years; payment records for seven years where tax law requires). Everything else is irreversibly deleted.
Before you commit, we will tell you exactly what will be deleted, what will be retained and why, and what cannot be reversed.
Take your data with you
Portability: we will export the personal information you have provided in a structured, commonly-used, machine-readable format (JSON). This is your data in the form that another service could ingest if you wanted.
Withdraw a consent
You can narrow what you have agreed to. Each scope (data processing for core service, matching, behavioural observation, research, marketing) has its own toggle in Settings → Privacy. Withdrawal is effective within minutes.
Important: withdrawing core-service consent stops the platform from operating for you (because the engine cannot function without that data). We will offer you the choice of pausing or closing.
Object to a specific use
If we are processing your data on the basis of legitimate interest rather than your consent, you have the right to object. Tell us what processing you object to; we will weigh your interest against ours and respond.
Ask a clinician to review a decision
If the engine has made a decision affecting you (matching pace, module recommendation, a specific block), you can ask a clinician on our roster to review.
The path: in-app Settings → Help → Request review, or via the web form above, or by email to privacy@wouch.app with "clinician review request" in the subject line.
A clinician will read what we know about your case and what you tell them in the request. They will respond within 24–72 hours depending on the urgency. They can uphold, modify, lift, or escalate the decision. You will hear from them directly with their reasoning.
Complain
If you are unhappy with how we have handled your data, write us first; we want to know. privacy@wouch.app. We will respond within 30 days.
If our response does not resolve it, you have the right to complain to a data protection authority. Where to go depends on where you live; see Part 6 of our Privacy Policy at wouch.app/privacy-policy#part-6.
What we cannot always do
There are limits to what we can honour, and we tell you upfront.
- Safety records are held for seven years under legal duty of care. If you ask us to delete a Crisis Hold engagement record, we will explain that we cannot, with reasons. Everything else gets deleted when you close your account.
- Consent records are held for seven years to demonstrate that consent was properly obtained. This is a regulatory requirement, not a choice.
- Payment records are held under tax law obligations in most markets.
- Aggregate-anonymised research data, if you consented to it, may continue to exist as part of aggregate datasets that cannot be reversed back to you individually. Future inclusion of new data stops when you withdraw; past anonymised inclusion is not retroactively removable.
- We cannot show you the other party's side of a conversation, except with their consent.
- We cannot tell you the exact thresholds the engine uses for specific decisions. Doing so would let bad actors game the system, which would harm other users. We will give you the qualitative explanation and connect you with a clinician for further detail.
For anything else: if we cannot honour a request, we tell you why, with reference to the specific legal basis. You can complain.