Data Deletion Instructions
Who should use this page
If you are a customer of a business that uses Rellooma to answer its messages, that business holds your record and decides what happens to it. Contact the business directly. If you cannot reach them, write to privacy@rellooma.com and we will forward your request and assist as the processor.
If you are a workspace owner or user of Rellooma, follow the steps below.
Delete your user account
Sign in, open Settings → Legal, and choose Request account deletion. The page then shows the status of your request. Before deleting, you can download your account data from the same place.
Disconnect a messaging channel
Open Connections and disconnect the channel. The stored access tokens for that channel are deleted immediately. You can also remove the app from your Facebook, Instagram or WhatsApp Business settings, which stops any further delivery to us.
Remove an AI provider key
An owner or admin can remove the workspace’s AI provider key in Settings. The encrypted key is deleted immediately and no further content is sent to that provider.
Delete customer records or an entire workspace
Send a request from the email address registered to the workspace owner to privacy@rellooma.com with the subject Workspace deletion, including the workspace name and, for individual customer records, which records to remove. We will verify that the request genuinely comes from the owner before acting, because deletion is irreversible.
For a workspace, we remove everything scoped to it: customer records and conversations, stored media and generated exports, business profile, knowledge, FAQs and price list, channel connections and their encrypted credentials, AI keys, automation configuration, and user accounts belonging solely to that workspace. Private files are removed before the corresponding database rows. An active subscription should be cancelled first in the billing settings.
Target completion is 30 days from verification. We will confirm in writing when it is done.
What may be retained, and why
- Audit events — metadata recording who did what and when. They contain no message content or credential values, and are the evidence that access was properly controlled. Kept on the defined audit-retention schedule.
- Billing and tax records — kept by us and by Paddle, our merchant of record, for the period tax and accounting law requires.
- Backups — deleted data persists in encrypted backups until those backups age out on their normal rotation, after which it is unrecoverable. We do not restore deleted data from backup except to recover from an incident.
- Data under legal hold — retained where we are legally required to preserve it, and removed once the hold lifts.
Data held by Meta
Deleting data here does not delete it from WhatsApp or Instagram. To remove data held by Meta, use the privacy settings of the relevant Meta product, or remove this app from your Meta Business account.
Export before you delete
Deletion is permanent. If you want a copy first, generate a CRM export before submitting a deletion request. Exports are deliberately short-lived, so download it promptly.
Contact
Deletion requests and questions: privacy@rellooma.com. Postal address: Metric One Technologies Ltd, 128 City Road, London, EC1V 2NX, United Kingdom.