Charles Tour account deletion

1. Who this applies to

Anyone with a Charles Tour user account (an email address used to sign in on web, mobile, or desktop) may request deletion of that account.

If you never created an account and only shared data through a contact form, say so in your message: we will handle your request under our Privacy Policy.

2. How to request deletion

The process is intentionally clear and easy to find. Use one of the following methods:

• By email (recommended for Google Play / App Store): write to contact@charlestour.com from the email address on your Charles Tour account. Suggested subject: “Charles Tour account deletion”. Clearly state that you request permanent deletion of your account and associated data.
• From the signed-in app or website: open Account → Security → “Delete my account”, then use the pre-filled email button to contact@charlestour.com.

We do not yet offer one-click instant deletion without human review: every request is handled manually to verify identity and prevent abusive deletions.

3. Identity verification

To protect your account, we verify that the request comes from the account holder. In practice:

• The email should be sent from the address registered on the account (or an address we can reliably link to the account).
• We may ask for an extra confirmation (reply to a verification email) before deleting.
• Requests from unrelated addresses, or unclear requests, may be refused or delayed until clarified.

4. Processing time

After we receive a valid request and verify identity, we aim to delete the account and associated personal data within a maximum of 30 days.

In most cases we act faster. If more time is needed (for example organizational complexity or a legal obligation), we will tell you.

5. Data we delete

When deletion is carried out, we erase or anonymize, where technically feasible, personal data linked to your user account, including:

• Account identifiers: name, email address, password (hash), user preferences.
• Authentication sessions and tokens: active sessions, refresh tokens, push-notification devices tied to your user.
• Profile and settings data (language, formats, display preferences).
• Personal Charles Bot mail connections tied to your user (OAuth tokens / encrypted credentials, mailbox settings), if any.
• Notifications and alert history tied to your user.

Personal files and content we can attribute solely to you are also removed or anonymized. Tour data shared within an organization is handled under “Organizations and shared data” below.

6. Data we may retain (and why)

Some information may be kept after account deletion only when required by law or security, for the strictly necessary period:

• Billing and accounting: invoices, payment evidence, and transaction data needed for tax and accounting duties (generally up to 10 years under French law), often via our payment provider (Stripe) under its own policies.
• Security logs and technical traces: server logs, IP addresses, security-event timestamps, to detect abuse, fraud, or incidents (typical retention: up to 12 months, unless a longer period is needed for an ongoing incident).
• Support correspondence: emails with contact@charlestour.com about the deletion request or a dispute, for as long as needed to handle the matter and applicable limitation periods.
• Legal obligations or authority requests: limited retention or disclosure where the law requires it.

Such retention does not let you “reactivate” the previous account: access to the Service with that email is removed. Retained data is kept out of normal product use.

7. Organizations and shared data

Charles Tour is a collaborative tool: much tour data (planning, documents, hotels, travel, team) belongs to the organization and may be shared with other members.

Deleting your user account:

• Removes your access to all organizations and tours.
• Does not automatically delete all business content created or shared inside an organization (other members may still need it).
• May anonymize or remove your identity where you appear as author / member, when possible without breaking the tour’s operational history.

If you are the sole administrator of an organization, say so in your request: we will outline options (admin transfer, organization closure, etc.) before completing deletion.

8. Subscription and billing

Account deletion does not automatically cancel an active Stripe subscription. To cancel or manage billing, use the billing portal from Account (web) before or alongside your request, or mention it in your email to contact@charlestour.com.

Payment card details are not stored by Charles Tour; they are handled by Stripe.

9. After deletion

Once deletion is complete:

• You will no longer be able to sign in with that account.
• Mobile and desktop apps will lose access to that account’s cloud data.
• To use Charles Tour again, you will need to create a new account (subject to the then-current sign-up terms).

10. Related documents

For details on personal data processing: https://charlestour.com/en/privacy-policy.

Publisher legal notice: https://charlestour.com/en/legal-notice.

11. Contact

Account deletion and GDPR requests: contact@charlestour.com.

Publisher: Codfert Ventures (SIREN 942321324), 15 route d'Avignon, 13210 Saint-Rémy-de-Provence, France.

App / service: Charles Tour - https://charlestour.com.