Support

Help with Percy: cancelling, refunds, deleting your data, and how to reach us.

Contact

Email [email protected]. If it is about your account, write from the email address you signed in with, so we can find it.

Please do not send test results, prescriptions or other people's details. We do not need them to help you.

Cancel on the web

If you subscribed on the website or in the web app, you cancel yourself, in the app:

Me, then Plan & billing, then "Cancel my subscription".

It works at once. You do not have to email anyone. What happens next:

You are not charged again, and you keep access until the end of the month or year you have already paid for.
Payments are final and non-refundable, and there are no partial refunds for the rest of the period you paid for.

The exception is where the law where you live gives you a right to cancel and get your money back, such as the 14-day cooling-off right for online services in the UK and EU. If you think you have such a right, email us. If you subscribed through Apple, Apple's refund rules apply. The full wording is in clause 10 of the Terms.

If something stops you cancelling in the app, email us from the address you signed in with and we will cancel it for you.

Cancel on iPhone

If you subscribed inside the iPhone app, Apple runs the billing, so Apple cancels it:

Settings, tap your name, then Subscriptions, then Percy, then Cancel.

Deleting the app does not cancel the subscription.
Refunds for Apple payments come from Apple, not from us: reportaproblem.apple.com.
If you are subscribed through both Apple and the website, cancel both.

Delete your data

You can do this yourself, in the app:

Me, then Settings, then My records, then "Delete what NRC holds on its server".

It shows you exactly what will go, then asks you to type DELETE MY DATA and to sign in again.
It cannot run while a subscription is still running. Cancel first (see above), then come back.
Want a copy first? In the same place, "Also get what NRC holds" downloads a file of what is on our server.
What you keep on your phone is only on your phone. We cannot reach it. "Clear Percy data on this phone" clears it.

What deletion does not remove, and why, is in the Privacy Policy. If you would rather ask us to do it, email us from the address you signed in with.

The small print

Terms and Conditions · Privacy Policy

Normal Range Club · a trading name of NRC VANTAGE ENTERPRISE · Malaysia registration 202603193260 · 12A-10 Plaza Permata, 6 Jalan Kampar, Sentul Selatan, 50400 Kuala Lumpur, Malaysia