Account deletion and data rights
How customers can request account deletion, data access, correction, restriction, portability or other privacy rights.
Last updated: 9 July 2026.
Purpose
This procedure explains how customers can request account deletion, data access, correction, restriction, portability or other privacy rights in relation to Hi-Five.
Requests are handled through verification
Requests should be sent to hifive.platform@outsmartm.co.uk or submitted through the support channel where available. Hi-Five may require identity verification before acting on the request.
Business-controlled data
Where the request relates to a participating business's loyalty programme, rewards, referrals, appointment reminders, messages or customer relationship, the participating business may need to respond as controller. Hi-Five will assist as platform provider where appropriate.
Deletion effects
Deleting a Hi-Five account may remove access to points, rewards, referrals, connected business programmes, family labels, messages and redemption options. Some records may be retained where required for legal, accounting, fraud-prevention, dispute-resolution, audit, security or regulatory purposes.
Business programme opt-out
A customer may opt out of a specific participating business's loyalty programme without closing the central Hi-Five account. Previous points or rewards may not be reinstated if the customer rejoins unless the business agrees or its rules allow this.
Access/export requests
Access requests and personal-data copies are handled through support review. Data may be redacted where it includes other people's data, business confidential information, security logs or fraud-prevention information that cannot be disclosed.
Suggested support workflow
- Receive request and identify whether it concerns central Hi-Five account data, a specific business programme, or both.
- Verify identity and account ownership.
- Route business-controller items to the relevant participating business where required.
- Place account on hold if deletion may affect pending disputes, redemptions or fraud checks.
- Export, correct, suppress or delete eligible data as appropriate.
- Confirm outcome to the requester and retain an audit record.