Delete your TrovoPilot account

How to delete

Email us: send an email to privacy@trovopilot.com from the email address on your account, with the subject "Delete my account". We do this by hand, so it is not instant.

We reply to confirm your request. The day you email us counts as the day you asked. When we confirm it, we cancel your plan at once, cancel any bill that is still open, and close your account, and we tell you so in the same reply. If a renewal payment is taken after you emailed us, we refund it.

Within 30 days after we close your account, we erase your sign-in, your email address and your personal details (see "What is deleted", and "What is kept" for what stays).

Changed your mind?

Tell us before we confirm your request and we will stop. Once we have closed your account, we can't bring it back, and any credits you had are gone.

Your plan

You don't need to cancel first. When we confirm your request, we cancel your plan at once, so you won't be billed again. If a renewal payment is taken after you emailed us, we refund it. Unused credits, including ones you paid for, aren't refunded, except as our Terms say (section 6). If you bought a credit pack in the last 14 days and haven't used any of it, you can still ask for its refund within those 14 days, minus any fees the payment company keeps from that payment, even after you ask to delete your account.

What is deleted

Within 30 days after we close your account, we erase your sign-in, your email address and your personal details, your Lister drafts, your listings and their photos (including the Lister's copies of your photos and its full-size edits), and your eBay connection. Any credits you have left go with it. We don't erase everything: see "What is kept" below.

Listings already posted on eBay stay on eBay, with their photos: end them on eBay to stop selling them. eBay may keep ended listings and their photos under its own rules. So do the settings TrovoPilot made on your eBay account (its policies, item location and combined-shipping rule): remove them on eBay if you want them gone.

If you only close your eBay account, eBay tells us, and we remove your eBay connection and the eBay data we hold. Your TrovoPilot account and your appraisals stay; to delete those too, see "How to delete" above.

What is kept, and for how long

• Your appraisals: We keep your appraisals, the results and the item photos, with your name, email and account taken off, so we can test and improve TrovoPilot's appraisals. We can't promise that a photo or a note shows nothing about you. An appraisal you deleted yourself leaves your account after 30 days in the trash, and we keep a copy as described above. We have no fixed end date for these.
• What we erase is removed within 30 days after we close your account, and from our backups within 90 days.
• We keep some facts about items, such as what an item was, which eBay sales matched it and what similar items sold for. They hold no photos, notes, name or email address. Some of them carry an item or run number that we could still trace back to your account.
• Our owner's usage dashboard keeps copies of what each account used for 30 days; after that only cost rows (when, what it cost us, credits) with no ids, names or titles.
• Records we need for our books (what each action cost us, which credits were used and which were given back) are kept for at least 7 years. They may still be linked to your account, and so may the payment records below, which can include the email address you paid with.
• What you agreed to when you paid: the terms we showed you at checkout and your yes to them, for at least 3 years, or until 1 year after your plan ends, whichever is later.
• What you agreed to when you signed up: the versions of the terms and Privacy policy we showed you, and when you said yes, for at least 3 years.
• Payment records are kept as long as tax law requires.

Just taking a break?

You don't need to delete anything. If you cancel your plan, your account stays. See our Privacy policy.

Questions: privacy@trovopilot.com.