Account deletion and data rights
How customers can request account deletion, data access, correction, restriction, portability or other privacy rights.
Last updated: 11 August 2026.
How to request account deletion
Email hifive.platform@outsmartm.co.uk with the subject "Hi-Five account deletion request". Where possible, contact us from the email address connected to your Hi-Five account. Do not include passwords, security codes or sensitive medical information.
You can use the same address to request access to, correction of, restriction of, or a portable copy of eligible personal information.
What happens after your request
We will confirm that we have received your request and may ask for information needed to verify your identity and account ownership. We will only request information that is reasonably necessary for that purpose. We will keep you informed if another organisation needs to handle part of the request.
Information controlled by participating businesses
A participating business may control information connected with its own loyalty programme, rewards, referrals, appointment reminders, messages or customer relationship. Where this applies, we may securely refer the relevant part of your request to that business and will assist as the platform provider where appropriate.
What account deletion means
Closing your Hi-Five account may remove your access to points, rewards, referrals, connected business programmes, family labels, messages and redemption options. This may not be reversible. We will explain any material consequences that apply to your account before completing the request where appropriate.
Information that may be retained
Some information may need to be retained or restricted instead of deleted where necessary for legal, accounting, fraud-prevention, dispute-resolution, audit, security or regulatory purposes. A participating business may also need to retain records it controls under its own legal obligations. Backup copies will be handled in accordance with the applicable retention and backup process and will not be returned to ordinary use after deletion.
Leaving one business programme
You may ask to leave a particular participating business's loyalty programme without closing your central Hi-Five account. If you later rejoin, previous points or rewards may not be restored unless the business agrees or its programme rules allow this.