01From the Neolia Pro app
The app for installation companies lets you delete the account without writing to us:
- open the My account tab;
- scroll down to the Company section;
- choose Delete company account, then confirm by retyping the company name.
This action is reserved for the account administrator and closes access for the whole team. Before starting it, you can request a copy of your company's data from the same screen, sent by email.
Deleting the company account does not switch off any building already installed. Door stations, tablets and meters keep working for residents, and the follow-up of these installations returns to Neolia.
02From the resident app
The resident app lets you delete your data without writing to us, on iPhone and on Android:
- open Settings;
- in the Privacy section, choose My data;
- tap Delete my data, then confirm.
From the same screen, you can first export a copy of your data before erasing it.
It erases your personal data: your first name and surname as you declared them, your email address, the phone number set on your dwelling, the history of your intercom calls, the images of visitors who rang in your absence, and the link between your phone and the intercom.
What to know before you confirm. Your phone will no longer receive calls and will no longer open the door, and if you had your telephone line ring, it will no longer ring either. The app starts again from scratch.
It does not erase access to the dwelling's intercom itself. That access was opened by the property manager, the condominium or the owner operating the building, it belongs to the dwelling and not to you, and it stays in place for the next occupant. To reconnect later you will therefore need new login details, to be asked from your property manager or from contact@neolia.ch.
If you leave the dwelling, tell your managing agent as well: it is the one that closes the dwelling's access to the intercom and opens it again for the next occupant. For anything else, for instance the erasure of a document you sent us, write to us: that is the subject of the next chapter.
03Requesting deletion in writing
Write to contact@neolia.ch with the subject Delete my account, from the email address of the account concerned, stating:
- the app concerned, Neolia or Neolia Pro;
- the email address of the account;
- the company name, if it is a Neolia Pro account.
If we cannot match the request to an existing account, we will ask you for an identity document or for confirmation through another channel, so that nobody can have someone else's account deleted.
You can also ask for part of your data to be erased while keeping your account open, for example your profile picture, your phone number or your messages. Write to the same address and state what you want erased. We reply within 30 days. In the Neolia Pro app, you can already delete a project, a device or a team member yourself without touching your account.
04What is erased
On a written request, or on a deletion started from Neolia Pro:
- your account identity: surname, first name, email address, phone number, profile picture;
- your sign-in credentials, including the password and open sessions;
- your messages exchanged with Neolia in the app;
- for a company account, the accounts of your linked team members.
The deletion started from the resident app is described in chapter 2: it erases your first name, surname, email address, the phone number set on the dwelling, the call history, the visitor images and the link between your phone and the intercom. It does not touch the dwelling's own access, which belongs to the building.
05What is kept, and why
Two categories of data survive the deletion of the account, because we are not allowed to erase them:
- Accounting records, invoices and contracts, kept for ten years as required by article 958f of the Swiss Code of Obligations (CO).
- The technical data of the building, meaning the existence of the installed equipment, its configuration and the meter readings. It belongs to the operator of the building and not to your account: it is used for the service charge statement and for the intercom to work, and stays attached to the building.
The technical security logs, which record sign-ins, are kept for thirty days and then erased automatically.
06Timescales
| Step | Time |
|---|---|
| Deletion started from the Neolia Pro app | immediate |
| Deletion started from the resident app | immediate |
| Acknowledgement of a written request | 3 working days |
| Actual deletion after a written request | 30 days at most |
| Deletion of backup copies | 30 days at most, by daily rotation |
07Consequences
Deletion is permanent: we cannot restore a deleted account or its content. To regain access, you need to create a new account.
Deleting an account does not end an ongoing contract. If your company or your building is bound to Neolia by a contract, termination follows the agreed terms, set out in the general terms of sale and, for installers, in the Neolia Pro terms.
A question about this page: contact@neolia.ch.