How to request deletion
In PackMagic, open Profile, tap the gear button for Settings, select Request account deletion, and confirm Submit deletion request. This submits a request for the signed-in live account. If you cannot access that account, email support@usebrightwave.com with the subject Account deletion and the email address or phone number associated with it. Do not send a password, payment-card number, or sign-in code.
An in-app request should be sufficient to start the process. Email is an alternative for access problems and questions, not an additional required step for everyone. We may ask for proportionate information to verify an email request or clarify how you want an outstanding asset handled.
What happens after a request
The request immediately stops new prize actions and enters a staff review queue. Submitting it does not instantly erase the account. Staff review outstanding cards and gems, shipments, pending payments, disputes, opening attempts, and other obligations before completing deletion. Existing fulfillment and payment reconciliation can continue during closure.
Our proposed service target is to complete an ordinary verified request within 30 days of receipt, or explain the specific remaining issue and expected next step within that period. A shorter legal deadline takes precedence; any extension must follow applicable law. This target is not an existing automatic deletion timer. Completion and progress notices must be supported before this draft is adopted.
A remaining balance, unresolved report, or staff backlog must not justify retaining an entire account indefinitely. Where a specific claim must remain open, we should preserve the minimum necessary claim record and remove unrelated personal information. The current workflow still needs a controlled way to separate some obligations from the rest of the account.
Your cards and remaining balance
Requesting deletion does not authorize us to confiscate, resell, donate, exchange, or forfeit your cards or gems. You do not have to buy more gems or play more games to request deletion. Before any irreversible settlement, we will identify the assets and proposed treatment and obtain your instructions where required.
For unspent purchased gems, the proposed process is to reconcile the original payment, spending, previous refunds, and chargebacks and offer any verified refundable unused paid amount to the original payment method, subject to applicable law. A combined wallet balance alone does not establish a cash refund amount.
Promotional gems and gems earned by exchanging cards are not automatically cash-redeemable. We must explain the applicable treatment. Any voluntary surrender must be separate, itemized, and explicit. A card still owed to you requires an agreed fulfillment or other lawful resolution; a deletion request alone is not consent to surrender it. Unclaimed-property and other mandatory rights take precedence.
Pending orders, shipments, and disputes
We reconcile pending checkout before assuming no payment occurred. A late successful payment remains an obligation even if account access has been removed. Completed openings keep their original outcome, while unused preparations may expire.
Shipments can be cancelled through the available process before sourcing or dispatch begins. Cancellation returns the cards and the original shipping gem charges, so those returned assets still need a settlement decision. Later cancellation and refund rights are governed by the shipping and refunds policy and applicable law.
Deleting an account does not automatically reverse a provider payment or end a legitimate dispute. We must explain any record retained for a specific obligation and must not use closure to impose unauthorized charges or duplicate recoveries.
What the current completion process removes
After review and completion, the service removes sign-in access and scrubs the mutable profile name, biography, address, state, public profile identifier, profile presentation, and verification flags. It removes push registrations, chat presence, and block associations. It replaces authored chat bodies and submitted report text, clears shipping-quote addresses and receiving notes, removes checkout links, and hides authored vaults.
Other members' replies can retain a reference to a deleted message without restoring its original body. Screenshots or copies held outside PackMagic may remain. If an Apple authorization token is held, the deletion process attempts revocation before removing account access. A failed required provider or cleanup step must be resolved before we report completion.
What can remain and why
The current process retains a private account identifier and necessary financial ledgers, opening receipts, valuations, reward records, payment references, completed fulfillment facts, published game versions, and deletion or operator audit records. These records support balances, award verification, refunds, disputes, delivery evidence, and prevention of accidental account restoration.
Some historical vault text, notes, or audit records can still contain personal information. Retained records are not automatically anonymous simply because a public profile has been removed. They require access restrictions, a documented retention reason, and deletion or de-identification when that reason ends.
The existing 30-day retention-review date schedules a review; it does not automatically purge records. Fixed financial, security-log, support, audit, and backup periods have not yet been adopted. Backups and independently held processor records also need separate handling. We will not describe them as erased without evidence that the applicable deletion has occurred.
Completion, access, and appeals
Once deletion is complete, you will no longer be able to sign in to that account. We will provide a completion notice that explains any retained categories or unresolved claim. Save receipts you want to keep before losing access. Uninstalling the app or signing out does not submit a live-account deletion request.
If a request is delayed or denied, contact support@usebrightwave.com with the subject Privacy appeal. We will review the decision and explain the basis and any applicable appeal rights. This does not limit a complaint to a regulator or another right provided by law.
Demo data
Reset demo data in Profile settings to remove the local simulated collection, openings, and gems. Demo reset does not delete a live account, a provider account, or previously stored live transaction records. Use the account-deletion process for a live PackMagic account.