We're here when you need help
Email us, browse common questions, or manage your account and data. Lapa is here to support you.
Email us
We aim to reply within 2 business days. In English or Ukrainian.
Common questions
Quick answers to the most common pet-owner questions.
Subscription and billing
How to cancel LAPA Plus or request a refund.
Frequently asked questions
Can't find an answer? Email us — we'll help.
In the app: open Settings → Edit profile → tap Delete account at the bottom and confirm. What gets deleted: your profile, your pet profiles, and any records you created yourself (vaccinations, parasite protection, reminders). What stays: records created by your clinic (confirmed visits, vaccinations, diagnoses) — your clinic owns those records and keeps them in its medical archive. To remove clinic-side data, contact the clinic directly. If you can't access the app, email support@lapahub.com from the address linked to your account. We'll delete your profile manually within 2 business days.
Yes. You can remove individual items without deleting your account: • Delete a pet — from the pet's profile, open Edit pet and tap Delete pet at the bottom. The pet and all its records are removed. • Delete a care record — open the pet's Care history and remove the record. • Delete a vaccination record — open the pet's Vaccination history and remove the record. • Update your name, photo, or other profile info — open Settings → Edit profile. Records created by your clinic stay in the clinic's archive — your clinic is the data controller for those. To remove clinic-side data, contact the clinic directly.
If your clinic uses Lapa Clinic, on your next visit they'll add your pet to the system and you'll get an access request in the app. Once you approve it, visits, vaccinations, and diagnoses sync automatically.
Make sure your clinic actually uses Lapa Clinic and that you accepted the access request. If everything looks right but data isn't appearing, email us and we'll investigate the sync.
Your email is tied to the Google or Apple account you sign in with — there's no in-app way to change it right now. To switch to a different account, email support@lapahub.com and we'll see what's possible.
Yes. Data is encrypted in transit and at rest. We don't share it with third parties without your consent. Full details are in our Privacy Policy.
Yes. Core features — profile, history, vaccinations — work without internet. Data refreshes when you're back online.
LAPA Plus subscription
Billing, cancellation and refunds are handled by the App Store or Google Play.
Deleting the app does not cancel your subscription — you will still be charged. To stop the charges, cancel in the store you subscribed through, at least 24 hours before the current period ends. You keep access to paid features until the end of the period you have already paid for. iPhone or iPad: 1. Open Settings and tap your name at the top. 2. Tap Subscriptions. 3. Tap Lapa. 4. Tap Cancel Subscription. Android: 1. Open Google Play. 2. Tap the profile icon → Payments & subscriptions → Subscriptions. 3. Select Lapa. 4. Tap Cancel subscription.
Payment goes through the App Store or Google Play, so refunds are handled by the store, not by Lapa. We cannot reverse a payment or issue a refund for a store purchase ourselves. App Store: request it at reportaproblem.apple.com — sign in with your Apple ID, find the Lapa purchase and choose Request a refund. Google Play: request it through Google Play help. Within 48 hours of purchase you can often complete it yourself. If the store declines and you believe that is a mistake, write to us and we will help you look into it.
Account & data
You control your data. Review the policies or delete your account at any time.
Privacy Policy
How we collect, use, and protect your data.
Terms of Use
The rules for using the Lapa app.
Delete your account
In the app: Settings → Edit profile → Delete account. Deleting your account does not cancel your LAPA Plus subscription. Billing continues through the App Store or Google Play until you cancel it there — see “LAPA Plus subscription” above. What is deleted: your profile, the pets you added in the app, sharing, and your settings. Deletion is immediate and cannot be undone. What remains: medical records created by veterinary clinics — those are the clinics’ own data. Purchase history is retained by the App Store and Google Play under their policies.