1. Delete your account yourself
This is the quickest route and it takes effect immediately. You will need your password and access to the email address on the account.
- Sign in to 11+ Daily at app.11plusdaily.co.uk.
- Open the Parents area.
- Choose the Account settings tab.
- Scroll to Delete account at the bottom and select it.
- Confirm that you want to go ahead, then enter your password.
- We email a six digit code to the address on the account. Enter that code to finish.
The account and its study record are deleted at that point. There is no waiting period and no way for us to undo it, so please be certain before you enter the code.
Cancel a paid subscription first. If you have an active subscription that is set to renew, cancel it from the same Account settings tab before deleting. Deleting the account does not cancel billing on its own, and we would rather you were not charged again.
2. If you cannot sign in
Ask us and we will delete it for you. Use our contact form or email [email protected], from the email address on the account if you still have it, and say that you want the account deleted.
We aim to reply within two working days and to complete the deletion within one month of the request, as UK GDPR requires. We may need to ask a question or two first to confirm the account is yours, because we are not going to delete a family's work on an unverified request.
3. Deleting some of your data without closing the account
You do not have to choose all or nothing. If you want a particular piece of personal data removed and the account kept, ask us through the contact form and choose Privacy or personal data as the reason. Your child's first name is optional, for example, and can be cleared at any time from Account settings without affecting anything else.
4. What is deleted
Deleting the account removes all of the following from our live systems straight away:
- Your account details: the email address, your password, and your child's first name or nickname if you gave one
- Your child's entire study record: every session, answer, score, streak, bookmark and piece of progress
- Your settings and preferences, including subject choices and daily plan settings
- Any feedback or messages you sent us from inside 11+ Daily
- Any outstanding verification or password reset codes
5. What we keep, and for how long
Two things survive a deletion, in both cases because we are required to keep them rather than because we want them.
- Subscription and payment records: kept for at least six years from the end of the accounting period, because HMRC requires it. At 24 months we strip out everything that identifies you or your child, so what is left is a transaction and nothing about the person who made it.
- A record that you unsubscribed from marketing email, if you ever did: kept indefinitely, as a scrambled version of your email address and nothing else. We have to remember that you opted out, or we could not reliably stop emailing you.
Everything deleted also has to cycle out of our encrypted backups, which takes up to twelve months. During that time it is not accessed for any purpose and is not restored into the live service.
Section 9 of our Privacy Policy sets out the full retention schedule, including how long we keep data for accounts that are simply left unused.
6. Who this page belongs to
11+ Daily is operated by Egghead Studios Ltd, registered in England and Wales with company number 17398942, at 124 City Road, London, EC1V 2NX, England. Questions about a deletion, or about any of your data protection rights, go to [email protected] or through the contact form.
If you are not happy with how we handle a request, you can complain to the Information Commissioner's Office at ico.org.uk.