Data deletion

If you own a RelayPlus workspace

You do not need to ask us. Go to Settings → Data controls. You will find:

• Delete a contact — removes the person and their conversation history. Recoverable for 30 days, then permanently erased, including from backups within a further 60 days.
• Bulk delete by segment — same rules, applied to everyone matching a filter. We show you the count and make you type the number before it runs.
• Set retention — automatically delete conversations older than a window you choose, between 3 and 84 months.
• Export everything — full JSON and CSV of contacts, conversations, templates and flows. Do this before deleting anything.
• Delete workspace — closes the account and erases all workspace data after a 30-day grace period. Irreversible once the grace period ends.

If you messaged a business that uses RelayPlus

Email us using the template above, or send the word DELETE on WhatsApp to the business you messaged and their RelayPlus workspace will log the request automatically. Both routes end up in the same queue.

One honest limitation: the business, not RelayPlus, is the controller of your conversation. We will delete our copy and pass your request to them with a compliance deadline, but if they hold a copy in their own systems — an order record, an accounting export — we cannot reach into those. We will tell you who they are so you can ask them directly, and that information is in the confirmation email.

If you are removing RelayPlus from your Meta account

Disconnecting the RelayPlus app from Meta Business Suite revokes our access token immediately: we stop receiving new messages within seconds. It does not delete what we already hold. To do both, disconnect in Meta and then delete the workspace in RelayPlus, or use the form above and tell us the WhatsApp Business Account ID.

What actually gets deleted

Immediately

The record disappears from the app for every user in the workspace. Search, segments, reports and open conversations stop returning it.

Within 30 days

Erased from the primary database. Recovery is no longer possible after this point.

Within 90 days

Erased from encrypted backups and from object storage holding attachments. Nothing recoverable remains.

Kept regardless

A minimal audit record — that a deletion happened, when, and who requested it — plus invoices, for the 7 years tax and consent law requires. It contains no message content and no contact details beyond a hashed identifier.

What we cannot delete

We are direct about this rather than burying it. Messages delivered on WhatsApp exist on Meta’s servers and on the recipient’s phone; deleting our copy does not remove those, and no provider can promise otherwise. Data your team exported to a spreadsheet, a warehouse or another CRM is outside our reach. And where a business has a legal obligation to keep a record — a tax invoice, a dispute file — that obligation outranks a deletion request, for them and for us.

Timelines and escalation

We acknowledge every request within 2 business days and complete it within 30 days, which is the GDPR deadline and our own target. Complex requests spanning multiple workspaces can take the full 30; we will tell you if yours is one and why.

If you have not heard from us, escalate to [email protected] with your reference number, and then to our EU representative, Ravenholm Data Services BV, Prinsengracht 263, Amsterdam. You can also complain to your local data protection authority at any point — you do not have to exhaust our process first.