Delete your Nelio account

1. Delete in the app

You can delete your account in the Nelio app itself in a few minutes:

• Open the Nelio app and sign in to the account you want to delete.
• Open “Profile” in the bottom menu.
• Tap “Settings”.
• Choose “Delete account” and read what will happen.
• Confirm it’s you: enter your current password or the confirmation code we send you.
• Confirm the deletion. The account is deleted at once and you are signed out on every device.

2. Request without the app

If you cannot sign in to the app (for example, you lost your phone or removed the app), write to [email protected] with the subject “Delete account” and give the phone number of your account.

So that nobody else can delete your account, we may ask you to confirm that the request is yours. When the account is deleted, we will tell you in a reply. Do not send your password or bank card details.

3. What is deleted

When the account is deleted, the following is erased at once:

• phone number, email, first and last name, gender, date of birth, profile photo and password;
• language and notification settings, and your notifications;
• the list of your devices and push notification tokens, sign-in and viewing logs;
• your library (saved films and series), where you stopped watching, and your ratings;
• your likes on comments and the reports you sent.

The text of your comments is erased, and other users no longer see them.

4. What is kept

Records of payments, purchases, balance movements, subscriptions and promo code use are not deleted, because tax and accounting rules require them. They are kept without your name, phone number or email, linked to an anonymous account record, for the period set by law.

Payments still in progress may be reconciled with the payment provider.

Hidden comment records (without their text) stay as moderation evidence. Entries in the administrators’ action log stay, with the phone number and email removed.

5. After deletion

• Deletion cannot be cancelled and the account cannot be restored.
• Sign-in stops on every device. Video access issued earlier may keep working briefly until it expires.
• Subscription access and automatic renewal stop. Deleting the account does not issue a refund automatically.
• You can sign up again later with the same phone number, but nothing from the old account moves to the new one.

6. Questions

For questions about deleting your account, write to [email protected]. How we process data: Privacy Policy.