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Deleting your account
How to delete your Medical Time account, what is deleted along with it, and what we are legally required to keep.
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The account is yours and you may delete it whenever you wish. You do not need to explain why, or ask for permission.
This page exists because the answer is less simple than it looks: part of what we hold about you is not account data but medical documentation, and a healthcare institution is required by law to retain that for a prescribed period — even when the patient would rather it did not. Below is exactly what disappears, what remains, and for how long.
1. Deleting from the app or the website
The quickest route goes through your account and takes less than a minute:
Sign in at medicaltime.rs or in the MedicalTime mobile app.
Open your account and go to “Settings”.
At the bottom of the page you will find the “Danger zone” section.
Click “Request account deletion”, optionally give a reason, and confirm.
The account is not deleted the same second. The request is reviewed and approved by an administrator — that check exists because medical documentation sits underneath the account, so deletion has to pass through a person rather than a stray click.
2. If you cannot get into your account
A forgotten password is no obstacle — the sign-in page has a “Forgot password” link and a new one is set through your email address.
If that does not help either, you can request deletion without signing in. Send the request through the form on the Contact page, by phone or by post, stating your first and last name and the phone number or email address the account was opened with.
Before deleting, we must establish that the request really comes from you. Without that check anyone could delete someone else's account and someone else's treatment history, so we may call you to confirm.
3. What gets deleted
Once the request is approved, everything that makes up your account disappears from the system:
Sign-in details — email address, password and the linked Google account, if you used one to sign in.
Profile details — first and last name, phone number and address.
Settings — language, theme and cookie choices.
Device identifiers and all notification subscriptions, so the app and browser stop sending you messages.
Your news subscription, if you had one.
The content of messages you sent us through the account.
4. What remains, and why
Two categories of data cannot be deleted on request, because the law obliges us to retain them. This is not our decision and does not depend on our wishes.
Medical documentation — the record, diagnoses, therapies, results and signed consent forms. A healthcare institution must retain these for the periods prescribed by the Act on Medical Documentation and Records in Healthcare.
Invoices and accounting records of payments made — ten years, as required by the Accounting Act.
After the account is deleted, that documentation is no longer tied to an active account and is not used to communicate with you in any way. It sits in the hospital archive, accessible only to authorised staff and only where the law requires, and is deleted once the prescribed period expires.
5. How long it takes
We process the request within 30 days of receiving it at the latest, and in practice considerably faster.
Once the deletion has been carried out, we will let you know. If for any reason we cannot fulfil the request in full, we will say which data remains and under which regulation.
6. What you lose by deleting
Deletion is irreversible. The account cannot be restored, and the following stops being available to you:
Viewing your appointments and booking new ones through the site and the app.
Access to your results and to documents we made available to you.
Your purchase and payment history in the shop.
Video consultations and correspondence with staff.
Notifications about appointments and results.
Deleting the account does not end your treatment. If you still wish to be our patient, you can come and book as before — simply without an account, by phone or in person.
7. If you change your mind
While the request is awaiting approval, it is enough to call or write and say you are withdrawing it — the account stays untouched.
Once the deletion has been carried out there is no way back. You may open a new account, but it starts empty: the previous account data is not restored into it.
8. Contact
For a deletion request, a question about what we hold on you, or any other right under our privacy policy:
Phone: +381 62 399 888
Post: Medical Time, Krunska 9, Vračar, 11000 Belgrade, Serbia
