The short version
If your subscription payment fails or you cancel, we don’t immediately delete your data. Your client records, session notes, and all practice data remain securely stored for 12 months, giving you time to update payment details, export your information, or arrange an alternative.
After 12 months, accounts are flagged for deletion - but deletion requires a manual human review before anything is permanently removed.
What happens step by step
Days 0–14: Stripe retries automatically
When a payment fails, Stripe automatically retries 8 times over 14 days. You’ll receive email notifications about the payment issue, and your account remains fully functional throughout this period. You can log in and update your payment details at any time.
Day 14–15: Account locked
If all retries fail, your account is locked. You can no longer log in to the platform, but all your data remains securely stored and encrypted. The 12-month protection window begins from this point.
You can still contact support to request a data export or discuss archive options.
Months 1–12: Protection window
Your data is safely preserved and can be restored at any time by reactivating your subscription. During this period:
- Update your payment details to immediately regain full access with all data intact
- Contact support at any time to request a complete export of your data
- Ask about discretionary archive options if you need a longer-term pause
Months 11–12: Final warnings
Email reminders are sent at 11 months and 11.5 months, with clear instructions on how to reactivate or request an export before any deletion takes place.
After 12 months: Manual review before deletion
Once the 12-month window closes, your account is flagged for deletion - but this is not automatic. A member of our team reviews each account before any data is permanently removed, and a final confirmation email is sent. We do not delete data without human verification.
Please Note: This does not mean that we can access or read any of your or your client’s information, we can only see account activity records.
Taking a break from your practice
If you’re taking a temporary break - maternity leave, sabbatical, career transition - and want to keep your data secure without paying for a full subscription, a reduced archive arrangement may be available.
How it works:
- Contact support at support@counsellingbuddy.com explaining your situation
- Archive requests are handled case-by-case at our discretion - they’re not guaranteed for all circumstances
- If approved, you pay a reduced storage-only rate from £6.99/month to keep your data safe while you’re away
- Your account is locked during the archive period (you won’t be able to log in), but all data remains encrypted and preserved
- When you’re ready to return, contact us to reactivate your full subscription
You can request a data export at any time during an archive arrangement, and you can cancel the arrangement at any time.
How to reactivate your account
If your account is locked due to payment failure: Log in at app.counsellingbuddy.com, go to Settings → Billing, and update your payment method. Your account will be immediately reactivated with all data intact.
If you’re having trouble logging in: Email support@counsellingbuddy.com and we’ll help you get back in.
How to export your data
You can request a complete export of your practice data at any time - whether your account is active, locked, or in an archive arrangement.
- Email support@counsellingbuddy.com requesting a data export
- We’ll verify your identity before releasing anything
- Within 48 hours, you’ll receive a secure download link with your data in CSV (client lists, appointments) and PDF (session notes) formats
If you want to delete your data immediately rather than wait for the protection window, you have the right to request immediate deletion under GDPR. Contact support and we’ll arrange it.
Common questions
Why do you keep data for 12 months rather than deleting immediately? Credit cards expire, direct debits fail, and sometimes life gets complicated. We don’t want years of clinical records to disappear because of a billing hiccup. The 12-month window gives you ample time to sort things out without losing critical practice data.
What’s the difference between the protection window and the archive option? The 12-month protection window is free - your data is stored but inaccessible until you reactivate a full subscription. The archive option is a paid arrangement (from £6.99/month) for practitioners taking an intentional break who want to keep their data secure at a reduced rate. It’s handled case-by-case.
Is my data still encrypted during the protection window? Yes. Encryption doesn’t change based on your subscription status. Your data remains AES-256 encrypted whether your account is active, archived, or in the protection window.
What if I forget about my account entirely? We send reminders at 11 and 11.5 months. Even after those, deletion requires a manual human review - we don’t delete accounts automatically without someone checking first.
What format will my export be in? CSV for client lists and appointment records, PDF for session notes. Both formats are widely compatible and can be imported into other systems or kept for your own offline records.
Can I request immediate deletion rather than waiting 12 months? Yes - you have the right under GDPR to request immediate deletion of your personal data and your clients’ data. Contact support@counsellingbuddy.com and we’ll arrange it.
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