Account deletion

Version of 06.10.2026. Publication date 06.10.2026. Effective date 06.10.2026.

The account is deleted from the app: there are no forms to fill in and no scans to send. This page works without signing in — use it if you have lost access to your profile.

How to delete your account

Open the app — “Po lapam!” for clients or “Po lapam! Pro” for specialists.
Go to your profile.
Tap “Delete account” and confirm.

Nothing else is required: deletion starts right after you confirm. There are no calls or requests from the operator about it.

What happens to your data

Your profile, pet data, order chats and linked payment details are removed from the account — they are no longer used and cannot be restored.
Aggregated calculations, reports and technical logs remain de-identified and are used to perform calculations, keep reporting and meet the requirements listed in cl. 6.7.2, 6.7.3, 10.2 and 11.1 of the Privacy Policy (legal basis — cl. 11.2 of the User Agreement).
Copies in backup storages are erased once the retention period for backups expires (cl. 9.2 of the Privacy Policy).
Data we must keep by law (for example, payment documents required for accounting) is stored longer and deleted after the statutory period.

Timing

Deletion starts immediately after you confirm in the app. Physical erasure from working systems and backups is completed within the periods set by cl. 11.3 of the User Agreement. If an order is still pending in the app, we wait for it to complete first — otherwise the settlement would become impossible.

If you need help

If the profile does not open, you cannot find the button, or deletion has stalled — email support@polapam.ru (the address for legally significant messages) or use the support form: tell us how to reach you and what happened — we reply within the times stated on the support page.

Account deletion

How to delete your account

What happens to your data

Timing

If you need help

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