Data Deletion and Account Closure Policy
Effective date: November 3, 2026. Version 1.
Effective date: November 3, 2026
Version 2.1
1. About this policy
This policy explains how to close your Packlyn account, what happens to your designs and personal information when you do, what Packlyn Canada keeps and why, and how long each step takes. It applies to Packlyn Design Software (the app and the online version that runs in a web browser) and the Packlyn account service.
Please read it together with our Privacy Policy and our Data Retention Policy. Information you gave us through our website, https://packlyn.ca, is covered by the website's own Privacy & Cookie Policy (https://packlyn.ca/privacy/).
2. Before you delete your account
Deletion becomes permanent when the 30-day restore window ends. Before you start:
- Download a copy of your account information from My Account › Privacy And Data › Download My Data. The copy includes the designs saved to your account.
- Keep copies of any designs you want. Designs saved to your account are deleted with it. Open each one and download it, or keep a copy on your computer.
- If you have Pro and would like a refund, ask for it before you delete your account (see the Refund Policy). Payments are not refunded automatically when an account is deleted.
3. How to delete your account
- Open Packlyn Design Software, or the online version, and sign in.
- Go to My Account › Delete My Account. (Privacy And Data also has a link to it.)
- Enter your password, and your two-step sign-in code if you have two-step sign-in turned on.
- Type DELETE to confirm that you want to delete your account.
If you have a paid Pro subscription, the app then asks you to choose:
- Keep My Subscription: nothing is deleted, and your account and Pro continue as before; or
- Delete Immediately: Pro ends at once, no further payments are taken, and your account is scheduled for deletion.
When your account is scheduled for deletion:
- Pro, if you had it, has ended. It ends right away rather than at the end of the period you paid for, as it would with an ordinary cancellation. If we can't end your subscription at that moment, your account is not deleted, and you can try again.
- You are signed out on all your computers and browsers.
- We send an email to the address on your account to confirm that your account is scheduled for deletion.
Payments already made are not refunded automatically. You can ask for a refund as described in the Refund Policy.
4. The 30-day restore window
For 30 days after you ask to delete your account, it is scheduled for deletion but not yet deleted. If you change your mind, sign in within those 30 days and choose to keep your account.
Restoring your account does not restart a subscription that ended. Your account continues on the Free plan, and you can subscribe again if you want to.
After the 30 days end, your account can no longer be restored.
5. What we delete
After the 30-day window ends, an automatic process deletes:
- the designs saved to your account, including the design files, every saved version, titles, folders and thumbnails, and any designs in your Trash, from our server (their encrypted pieces leave the server's design store 14 days later)
- your uploads, including an uploaded profile picture
- your sessions
- your sign-in codes and two-step sign-in settings
- your usage counts
We also remove your personal information from the account record: your name, email address, password and avatar. What remains in the account record no longer identifies you.
6. What we keep, and why
Some information is kept after deletion, either because the law requires it, because it is a business record, or because it no longer identifies you. Our Data Retention Policy gives the details.
Billing and tax records
Receipts and payment records, including the province or territory used for sales tax, are kept for as long as the law requires. Canadian tax law generally requires business records to be kept for six years. Square, which processes our card payments, keeps its own payment records, including the card it kept on file, under its own terms and legal obligations. No further payments are taken after your account is scheduled for deletion.
Records that no longer identify you
Records linked to the account after your personal information has been removed, such as AI usage records, may be kept for accounting and to run the service.
Devices
The record of the computers your account was signed in on (the device name, platform, app version and dates) stays with the account record after its sessions are deleted. If you would like it removed, contact us.
Quote requests
Quote requests you sent through "Print With Packlyn" are business records of your print enquiry, and they are not deleted with your account. If you have a question about information from a quote request, contact us.
Messages and refund requests
Messages and refund requests you sent from the app or by email, and any notes Packlyn staff added while helping you, are kept as records of what was asked and decided. They are not deleted with your account. If you would like us to delete a message that we no longer need, contact us.
Security records
Records of security events and the audit log are kept for security and accountability. They store IP addresses only as keyed one-way hashes, never in readable form.
Backups
Our backups are kept with restricted access, copies stored away from our server are encrypted, and they are replaced on a regular cycle. Deleted information stays in existing backups until they are replaced, and it leaves them within the backup cycle described in our Data Retention Policy.
Information held by AI providers
Plyn AI and enhanced Image Upscaling requests are processed by our AI providers (Groq, and Cloudflare Workers AI when Packlyn has switched it on, for what Plyn creates; Anthropic for chat answers, and for what Plyn creates when the free services can't make it; and Stability AI when Packlyn has enhanced upscaling switched on) under their own terms, and they may keep data as their terms allow. Packlyn's own server does not store your prompts, the answers or your pictures.
7. Designs on your device
Designs saved on your computer are not stored with us, so deleting your account does not delete them. In the online version, designs are also kept in your web browser's storage on each device you used, until you delete them or clear the browser's data for the site. You can keep them or delete them yourself. After your account is deleted, you can still use the app in guest mode, or create a new account later.
8. Deleting items without closing your account
You don't have to close your account to remove information:
- Designs saved to your account: delete a design to move it to the Trash. Designs in the Trash can be restored for up to 15 days and are then deleted permanently, together with all their saved versions. Designs you keep stay in your account until you delete them. You can also delete a design from the Trash yourself, or empty the Trash, to delete it permanently at once. Deleted designs leave our backups within the backup cycle.
- Profile picture: remove your uploaded picture in My Account, or switch to one of the app's characters.
- Marketing emails: turn them off in My Account › Privacy And Data, or use the unsubscribe link in any marketing email.
- Signed-in computers and browsers: sign out on any computer or browser you no longer use.
- Designs kept in a web browser: delete them in the online version, or clear the browser's data for accounts.packlyn.ca. Designs that were not yet saved to your account are then lost.
- Anything else: contact us. We will explain what we can delete and what we must keep.
Ending Pro, for any reason, never deletes your designs.
9. If you can't sign in
If you have forgotten your password, you can reset it from the sign-in screen. If you can't receive your two-step sign-in code because you've lost access to your email account, contact Packlyn at packlyncanada@gmail.com: after checking that it's you, we can turn two-step sign-in off so you can sign in.
If you still can't sign in, you can ask us to delete your account by email:
- Write to packlyncanada@gmail.com with "Privacy: account deletion" in the subject line, or use https://packlyn.ca/contact/.
- If you can, send the message from the email address on your account.
- Tell us your name and that you want your account deleted.
We will verify your identity before we act. We may ask you to reply from the email address on your account or to confirm details that only the account holder would know. We will never ask for your password or your full card number. We will not delete an account if we can't confirm that the request comes from the account holder. If someone is asking on your behalf, we will need proof that they are allowed to act for you.
Once we have verified your request, deletion works the same way as above, including ending a paid Pro subscription and the 30-day restore window.
10. Timeline
- Right away: Pro ends if you chose Delete Immediately, you are signed out everywhere, and your account is scheduled for deletion.
- During the next 30 days: you can restore your account by signing in.
- After 30 days: an automatic process deletes your account data and removes your personal information, shortly after the window ends.
- Backups: deleted information leaves them within the backup cycle.
- Billing and tax records: kept as long as the law requires, generally six years.
- Requests by email: we respond within the time limits set by applicable privacy law, once we have verified your identity.
11. Confirmation
When your account is scheduled for deletion, we send an email to the address on your account confirming the request and the 30-day restore window. Because your email address is removed when deletion is complete, we can't send you a message through your account after that. If you would like us to confirm that deletion is complete, write to us after the 30 days have passed.
12. Questions and complaints
If you have a concern about how we handled your request, please contact us first so we can try to resolve it. You also have the right to complain to the Office of the Privacy Commissioner of Canada (https://www.priv.gc.ca). If you live in Quebec, you can also complain to the Commission d'accès à l'information du Québec.
13. Changes to this policy
We may update this policy when our services or the law change. Each version has an effective date and a version number, and you can find the current version in the app under Legal and Policies. If we make a significant change, we will tell you in the app or by email before it takes effect.
Contact us
- In the app: My Account › Help › Message Packlyn Canada
- Email: packlyncanada@gmail.com (please put "Privacy" in the subject line)
- Contact page: https://packlyn.ca/contact/
- Packlyn Canada, Cambridge, Ontario, Canada