Appearance
Deleting your Xperios account
This page is for anybody who uses Xperios — the Xperios app on a phone or tablet, or the Xperios Portal in a browser — and wants their account and their personal details removed.
Your account is not ours to delete, and it is not yours to delete from inside the app either. It belongs to the music service you are signed in to: the hub, trust or local authority that runs your lessons. They hold your records and they decide, so deleting an account is something you ask them for, and they then do it for you. There is no delete button in the app.
That is deliberate. Somebody with children in lessons, an unpaid invoice or a school clarinet at home cannot have their records simply vanish — your music service has to settle those first, and has records it must keep by law.
How to ask
Ask your music service. Any of these reaches them:
- In the app — Help, then Ask a question. Type what you want; when it answers, use Ask a person so a member of their team picks it up rather than leaving it answered automatically.
- On the Portal — the same Help option.
- By email or telephone — whatever address or number you normally use for them. It is on their website and on the emails they send you.
Say that you want your account deleted and your personal details removed, and name your children as well if their records should go too.
You can ask even if you cannot sign in
The Help option does not need you to be signed in, and an email always works. If you have lost access to your account, say so and give them a name and address they can match you against.
What your music service then does
- Closes your record. Your lessons, places, memberships and hire are ended first. This is the step that stops anything new happening on your account.
- Asks for your details to be erased. The request waits seven days, and can be cancelled in that time — so if it was made by mistake, or you change your mind, tell them straight away.
- On the day, your details are removed. Your name, address, email, telephone numbers, notes and personal information are taken out of their records permanently. There is no restore and no copy kept.
Your sign-in stops working at the same time: the link between your music service's records and your Paritor sign-in is cut, so neither the app nor the Portal has anything left to show you.
What is kept, and why
Erasing your details does not erase the service's accounts. Kept are the things they are required to keep, with nothing left on them that says who you were:
- invoices, payments and refunds, for as long as the law requires
- attendance and registers, as a record that a lesson happened
- a few details in a form that can no longer identify you, because their statistics and returns are counted from them: the first part of a postcode and the year of a date of birth
Your name on those records becomes (Anonymised).
Four things to mention if they matter to you
The erasure does not reach the text of messages you sent or received, notes written in a journal, the answers you gave on an application form, or documents stored against you — any of which may still have a name or an address written into them.
Your music service deals with those separately when they answer an erasure request. If you want them included, say so when you ask.
What has to be settled first
Nothing is erased while something is still outstanding. Any of these holds it up:
| Money | An unpaid balance, a balance in credit that is owed back to you, or a payment plan still running |
| Lessons and places | Current or waiting tuition, group membership or hire — whether you are the pupil or the person paying |
| Equipment | An instrument or other equipment not yet returned |
| Teaching | You still teach for the service |
| Children | A child of yours who has not been erased yet |
Your music service will tell you which of these is in the way. It is not a refusal — the request waits, and goes ahead once the reason clears.
Children are erased before their parents
A parent's details are part of how a child's records make sense, so the child goes first. A family can still be dealt with in one go: ask for all of you together, and on the day the children are erased first and the parents after.
Your Paritor sign-in
One Paritor sign-in can be connected to more than one music service. Having your records erased at one service disconnects you from that service only — if you are connected to another, you carry on signing in to it as before.
If you want the sign-in itself removed as well, ask Paritor.
If you cannot reach your music service
The Xperios app is made by Paritor Ltd. We run Xperios for music services, but the records in it are theirs, not ours — so we cannot delete your account for you, and we will not change somebody's records without the service that owns them asking us to.
What we can do is make sure your request reaches them. Email support@paritor.co.uk with your name, your music service and what you are asking for, and we will pass it on and follow it up.