This page explains how to delete your account for the DarkMatter VPN apps (Android, iPhone and iPad, Fire TV, Mac and WindowsiPhone and iPad, Mac, Windows and our other apps) and our website. DarkMatter VPN is provided by Darkmatter VPN LTD, a company registered in England and Wales (company number 13230150).
Deleting your account removes your DarkMatter account, your VPN access and the personal data we hold about you, apart from the few records listed under "What we keep" below. You can't undo it. If you want to use DarkMatter again later, you'll need a new account.
Before you ask
If you pay through an app store, cancel there first. Deleting your DarkMatter account doesn't cancel a subscription you bought through Google Play, the App Store or the Amazon Appstorethe App Store or another app store. The store keeps billing you until you cancel it with them. We can't cancel an App Store or Amazon subscription for you.
- Google Play: open the Play Store, tap your profile picture, then Payments and subscriptions > Subscriptions. Or go to play.google.com/store/account/subscriptions.
- App Store (iPhone and iPad): open Settings, tap your name, then Subscriptions. Or go to apps.apple.com/account/subscriptions.
- Amazon Appstore (Fire TV): go to Memberships and subscriptions in your Amazon account. In the UK that's amazon.co.uk/yourmembershipsandsubscriptions.
- Another app store: cancel the subscription in that store's own subscription settings.
If you pay us directly (on our website, by card or PayPal), you don't need to do anything first. When we delete your account, we stop your plan renewing and remove your saved card or PayPal details, so you won't be charged again.
Refunds. You may be due a refund under our Refund Policy if you're within 30 days of your first payment (14 days on a monthly plan), or within 14 days of a renewal charge or a new order. If you'd like it, email billing@darkmattervpn.com first, or we'll check for you and offer any refund you're due when we reply. Refunds for app store purchases follow the store's own rules.
Want a copy of your data first? Sign in and go to Settings > Privacy & data, then under Download your data, select Download my data. For anything the download doesn't include, ask us when you send your request.
How to ask
Use whichever is easiest. You don't need to explain why.
In the DarkMatter VPN app (Android, iPhone and iPadiPhone and iPad)
- Open the app and sign in.
- Open the menu and tap Profile.
- Tap Delete account at the bottom of the screen, then confirm.
In older versions of the app, disconnect the VPN first.
On our website
- Sign in to your account.
- Go to Settings > Privacy & data.
- Under Close your account, select Request account closure, then confirm with Yes, submit request.
Only the account owner can do this. If you use someone else's account (for example, one a family member set up), ask them, or ask us to remove your sign-in.
By email, if you don't have the app
Email support@darkmattervpn.com from the email address on your account, with the subject "Delete my account". If you can't use that address, tell us, and we'll find another way to confirm the account is yours. We'll never ask for your password or card details.
Using our contact form
Go to darkmattervpn.com/contact. Enter the email address on your account, use the subject "Delete my account", and say in your message that you want your account deleted.
What happens next
- We confirm we've received your request, usually within one working day.
- If you have an app store subscription that's still renewing, we remind you to cancel it.
- We delete your account within 30 days, and usually much sooner.
- We email you when it's done.
If you'd rather keep using DarkMatter until the end of the time you've paid for, tell us, and we'll stop your plan renewing now and delete your account on that date instead.
If something stops us deleting a record straight away, such as an open payment dispute, we'll tell you what we're keeping and why.
What we delete
- Your account: your name, email address, password, sign-in details, billing address and phone number.
- Your VPN account: your VPN username and password. We also ask our network partner, which runs the VPN servers, to delete the VPN account it holds for you.
- Information from our apps: the device identifier and device model our apps send with purchases and account requests, and the token we use to send you notifications.
- Your payment details: saved cards and PayPal agreements. Card numbers are never stored by us; we ask our payment providers to remove the saved card or agreement.
- Your support messages, apart from your deletion request and any messages about a payment or refund we still need (see below).
- Your email preferences. You won't get any more emails from us, apart from the one confirming the deletion. We keep a record of any agreement you gave to marketing emails, as shown below.
- What our website keeps to let you in when our billing system is down: the saved copy of your account and the backup check of your password. These are deleted as soon as your account is closed.
We don't receive or keep records of the websites you visit or of your VPN traffic, so there's nothing of that kind to delete.
Settings saved in the app on your phone, tablet or computer (such as favourite locations and split tunnelling) stay on that device. Uninstalling the app removes them.
What we keep, and for how long
We keep only what the law requires, what we need to prevent fraud, handle disputes and keep our service secure and working, and the records listed below. We don't use them for anything else.
| What we keep | Why | How long |
|---|---|---|
| Invoices and payment records: what you bought, when, the amount, and the name and address on the invoice | UK tax and company law | For as long as the law requires |
| A record that you asked us to delete your account, and when we did it | To show we did what you asked | For as long as the law requires |
| Records of what you agreed to when you bought or changed a plan on our website, and of the renewal reminders we sent | To show what you agreed to and that we told you about renewals | At least 3 years, and for as long as the plan runs |
| One-way codes made from your email address and, if you paid a first-term price by card, from your card | To apply the new-customer price rule fairly. They can't be turned back into your email address or card | For as long as we offer first-term prices |
| If you agreed to receive product updates or offers: a record of the wording you agreed to, and when | To show you agreed | 24 months after you withdraw it. Deleting your account withdraws it |
| If you unsubscribed from our emails: a one-way code made from your email address | So we never send those emails to that address again. It can't be turned back into your email address | Kept |
| Short records of your recent sign-ins on our website (for our support team) and of errors on our website | Security, and fixing problems | Deleted automatically: sign-in records 30 days after your last activity on our website, error records after 30 days |
| Messages about a payment, refund or dispute that is still open | To settle it | Until it's settled, then for as long as the law requires |
| Copies in our encrypted backups | Backups can't be edited one record at a time | Until the backup is replaced. If we ever restore a backup, we delete your account again |
| Short technical records kept by our systems and by Cloudflare, which protects our website | Security and keeping the service working | Up to 14 days for website request records, then they're deleted automatically. Other technical records: a limited amount, with newer records replacing older ones |
| Purchase records held by Google, Apple or AmazonApple or another app store | They're the store's records, not ours | As set out in the store's own privacy policy |
If you only want some data deleted
You can ask us to delete some of your data without closing your account, for example old support messages. Email support@darkmattervpn.com and tell us what you'd like deleted. We'll tell you if there's anything we have to keep.
Questions
Email support@darkmattervpn.com. We usually reply within one working day. Our Privacy Policy explains what we collect and why.
If you're unhappy with how we've handled your request, please tell us first. You can also complain to the UK Information Commissioner's Office at ico.org.uk.
Darkmatter VPN LTD, 86-90 Paul Street, London, EC2A 4NE, United Kingdom.