Data deletion

If you own a RelayPlus workspace

Some of this you can do yourself in Settings → Data controls. Deleting a specific contact or a segment is not a self-service control, so we do it by hand on request:

• Delete a contact: email [email protected] from the account owner’s address, naming the contact. We delete it by hand within 30 days.
• Bulk delete by segment: email [email protected] from the account owner’s address, describing the segment. We delete it by hand within 30 days.
• Retention: conversations are deleted automatically 24 months after the last message. This is not currently something you can change.
• Export your data: JSON of contacts, conversations and messages, or CSV of contacts and messages, from Settings → Data controls. Do this before deleting anything.
• Delete workspace: from Settings → Data controls, closes the account. Contacts, conversations and messages are erased after the 30-day grace period. Everything else in the workspace (channels, templates, flows, broadcast history, attachment files and export archives) is erased on request to [email protected], except the audit and consent logs and billing records, which we keep for 7 years (see privacy §8). Irreversible once the grace period ends.

If you messaged a business that uses RelayPlus

Email [email protected] with the subject line "Data deletion request". Include the WhatsApp number, or the Instagram or Facebook name, you messaged from, and the name of the business you messaged, so we can find the record and notify them.

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 at Meta, and messages stop reaching us. It does not delete what we already hold. To do both, disconnect in Meta and then delete the workspace in RelayPlus, or email [email protected] with your WABA ID.

What actually gets deleted

When we act on it (within 30 days)

Deleted from our primary database by hand. It disappears from the app, search, segments and reports.

Attachment files

Deleted from storage by hand as part of the same request.

Kept regardless

Our record of the request (how it reached us, when, and what we deleted), the consent log (kept 7 years, as our privacy policy says), and the billing records the law requires us to keep.

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 within 30 days, write again quoting your reference, if you have one. You can also complain to your local data protection authority at any point. You do not have to exhaust our process first.