Account Deletion and Deactivation
At Kantoko, we take your privacy seriously and aim to be transparent about how your data is handled.
Because Kantoko is a healthcare service, account deletion is not available for existing or former patients. This is due to legal and regulatory requirements around the retention of clinical records.
This page explains what options are available depending on your situation.
Existing or former patients
If you are an existing or former Kantoko patient, we cannot permanently delete your account or clinical records.
What we can do instead
We can deactivate your account, which means:
Your access to the Kantoko platform is permanently removed
You will no longer be able to log in or submit requests
Your account is securely archived
Your clinical records must be retained for a legally required period under Australian healthcare regulations. These records:
Are stored securely
Are not accessible through the Kantoko platform
Are retained only to meet legal, regulatory, and clinical obligations
Users who are not yet patients
If you created a Kantoko account but did not become a patient (for example, you did not complete onboarding or commence care), you may request full account deletion.
In these cases, personal information and account data will be permanently deleted from our systems within 30 days, unless retention is required by law.
How to request deactivation or deletion
To request account deactivation or deletion (where eligible), please contact our Support Team.
Email: support@kantoko.co
Please include:
The email address associated with your Kantoko account
Confirmation of whether you are an existing patient
A clear request to deactivate or delete your account
(Optional) The reason for your request — this helps us improve our service
Security note:
For your protection, we can only process requests sent from the email address registered to your account, or where that email address is clearly included in the request.
What happens after you request deletion
Once we’ve verified your identity, the following steps will occur:
Account deactivation: Your account will be locked and archived to prevent further access or changes.
Data deletion: Your personal information, account data, and user-generated content will be permanently deleted from our systems within 30 days, unless retention is required by law.
Confirmation: You’ll receive a confirmation email once the deletion process has been completed.