This page is for e-Charg, the EV charging app from EV Network Australia (EVNA). On Google Play it’s listed as “e-Charg”. To delete your account, open the app and go to Account → Privacy → Delete account. If you can’t use the app, email support@evna.com.au.
Before you delete, save any receipts or tax invoices you need. You can’t sign in to see them afterwards.
In short
- We delete your sign-in, the name and phone number on your profile, and the email, phone and bank details on your personal billing account. We take your saved cards off your account, so they can’t be charged again.
- We keep financial records, because Australian law requires us to keep them for 7 years. Your name stays on your receipts and tax invoices.
- We also keep, with no set period, security, support and usage records, which can still show your name, email and phone number. Your vehicles are switched off, not deleted, unless you ask us. Some records also stay at Stripe (our payment provider) and in backups and server logs.
Delete it in the app
- Go to Account → Privacy → Delete account. Privacy is in the ABOUT section, near the bottom.
- Type DELETE and tick I understand this is permanent.
- Tap Delete my account, then Delete to confirm.
You’ll see Account deleted and be signed out on every device. This can’t be undone.
If you see one of these, your account isn’t deleted yet:
- Stop your charging session first: end your charge, then try again. If no charge is running, email us.
- Refund needed first: email us and we’ll refund your wallet money. Then delete your account in the app, or ask us in your email to delete it for you.
- Contact support first, or a message about a payout: email us and we’ll sort it out. Then try again in the app, or ask us to delete it for you.
- Try again shortly: wait a few minutes, then try again. If it keeps happening, email us.
If you see any other message, wait a few minutes and try again, or email us. If the app signs you out, your account may already be deleted.
Your saved cards may have been removed, and auto top-up turned off, even if your account wasn’t deleted. If so, add your card again, and turn auto top-up back on if you used it.
Ask us by email
Email support@evna.com.au from your account’s email address, with the subject “Delete my e-Charg account”. If you can’t use that address, email us from another one and we’ll ask you for details to confirm the account is yours. We will:
- check the request is from you
- refund the money left in your wallet, as our Terms set out (clause 5.6)
- delete your vehicles too, if you ask
- delete your account within 30 days
- reply to confirm.
What we delete
- Your sign-in (email, username and password), and the name and phone number on your profile.
- The email, phone and bank details on your personal billing account. If you share a household account with someone who still uses it, we remove only your email and phone number from it. If you or we changed your email or phone number before, or removed your number, that household account can still hold the old one. To have it removed, email us.
- Your saved cards. We take them off your account at Stripe, so they can’t be charged again. We ask Stripe to clear the name, email, phone and address on them and on your own customer record. Some card details stay with your payment records (see below). Cards billed to a household account that someone else is or was a member of stay on that account.
- Your username and email on your charge records and invoices.
We also turn off auto top-up on your own wallet, cancel any personal subscription, switch off app notifications on all your devices, and cancel emails waiting to be sent to you.
We don’t change business or fleet accounts you belong to or manage, or your contact or bank details on them. Emails for those accounts still go to their billing address, even if that is your email address. A fleet vehicle or RFID card assigned to you is switched off.
What we keep
Financial records (required by law)
- Charges, invoices and wallet history.
- Your billing account’s name, its account code and any ABN.
- Card details Stripe gave us for cards you used, such as type, last 4 digits and expiry. Never the full number.
- Copies of payment messages from Stripe. These can show your name, email, phone number, username and billing address.
Your name stays on your charge records, receipts and tax invoices. Australian law requires us to keep these records for 7 years.
Security, support and usage records
We keep these for security and disputes, with no set period. Under our privacy policy, we keep them only as long as reasonably necessary. They can still show the name, email, phone number and username you used.
- Support: your tickets (including any delivery address you gave us for an RFID card), your emails and website messages to us, and copies of emails and notifications we sent you or had ready to send.
- Sign-in and security: sign-up, password-reset and email-check records, and sign-in and security logs with IP addresses and devices.
- Charging and app use: logs of charges you started, QR codes you scanned and requests your app made to our servers, with IP addresses and devices. Past charges and our charger records also keep your RFID card number and your car’s charging ID.
- Staff changes: each time our staff created, changed or verified your account, we logged your details as they were then, including your name, email and phone number. This also happens when we change your account at your request, such as removing your phone number: the log keeps the old number. Changing or removing your phone number yourself in the app isn’t logged this way, but entries already in the log keep the number you had then.
Kept with your deleted account record
These stay linked to your deleted account record, which no longer holds your name, email, phone number or password. They have no set period.
- Vehicles: switched off, not deleted. They keep details such as make, model, number plate and VIN. To have them deleted, email us. It’s easiest before you delete your account. If you ask us to delete your account for you, tell us you want your vehicles deleted too. If you’ve already deleted it, tell us the number plate.
- RFID cards: switched off, not deleted.
- Notifications on your phone: switched off, but the record is kept with details of your device.
- Saved sites, achievements, access you were given to sites or chargers, and your memberships of household, business or fleet accounts.
At Stripe
- Your customer record, without your name, email, phone or address, and the cards we took off it (type, last 4 digits and expiry). We keep these for refunds and disputes, with no set period.
- Past payments, with the billing details used. These are financial records.
- If you shared a Stripe customer record with someone else, or paid through a business or fleet account, or a household account that someone else is or was a member of, that record and its cards keep their contact details.
Backups and server logs
Copies of our database and server logs made before your deletion can still hold your details. These copies have no set period. We send our emails through Google (Gmail), and app notifications through Expo, which passes them to Google or Apple. These services may keep their own records of what they delivered.
Remove some data and keep your account
- Saved card: Account → Settings → Payment, tap the bin, then Remove. This takes the card off your account at Stripe, so it can’t be charged again. We keep its card details, such as type, last 4 digits and expiry, with your payment records.
- Vehicle: removing it in the app (Account → Vehicles, tap it, Remove vehicle, Remove) only hides it. To have it deleted, email us.
- Phone number: Account → tap your name at the top, clear the PHONE box, then Save. This removes it from your profile and, usually, from your personal billing account. If you belong to more than one account, such as a household, business or fleet account, the others can keep it. A copy can also stay with Stripe, our payment provider. To ask us to remove it anywhere else, email us.
To delete anything else, email support@evna.com.au and tell us what you want deleted. We’ll delete it, or tell you why we must keep it, generally within 30 days.
Contact us
Read our privacy policy or email support@evna.com.au.