Data Deletion Instructions

1. Businesses using CloudOWS

To close your account and delete your business data (contacts, conversations, orders, team members and settings):

1. Export anything you want to keep — for example contacts, reports and invoices.
2. Sign in at app.cloudows.com, open Help & support → Open a ticket, choose the topic Account & team and write “Please close my account and delete our data”. Only the account owner can request full deletion. If you can't sign in, email privacy@cloudows.com from your account owner's email address.
3. We confirm the request, settle any open invoices with you, disconnect all channels and integrations, and delete your data as described below.

You can also delete individual contacts, conversations, team members or connected integrations yourself at any time from inside the Platform where the feature allows.

2. Facebook, WhatsApp & Instagram users

If you signed in with “Continue with Facebook”, or connected a Facebook account, WhatsApp Business Account, Facebook Page or Instagram account to CloudOWS (for example through Meta Embedded Signup):

1. Remove CloudOWS's access in Meta: go to your Facebook account's Settings & privacy → Settings → Business integrations (or Apps and websites), find CloudOWS and click Remove. Business owners can also remove it in Meta Business Suite → Settings → Integrations / Apps, or under the WhatsApp Business Account's Partners.
2. Or disconnect from CloudOWS: in the Platform, disconnect the WhatsApp number, Page or Instagram account from the related app's settings, or ask us to do it through Help & support.
3. Ask us to delete the data we received from Meta by emailing privacy@cloudows.com with the Facebook name, Page, WhatsApp number or Business account that was connected.

If you only used Facebook to sign in, removing the app unlinks Facebook from your CloudOWS sign-in; email us as above to also delete the name, email, picture and Facebook ID we received. When access is removed we immediately stop receiving new data and delete the stored access tokens. We then delete the Meta data linked to that connection — business and account identifiers, templates, and the messages and media received through it — within 30 days, unless the business that owns the WhatsApp account still uses CloudOWS and needs its own conversation history (in that case we tell you and help you contact the business).

3. Customers of a business that uses CloudOWS

If a business messaged you on WhatsApp or another channel through CloudOWS, that business controls your data. To have your number, messages or order details deleted, or to stop messages:

• contact the business directly and ask it to delete your data (it can do this in CloudOWS); and/or
• reply “STOP” to the business on WhatsApp, or block it in WhatsApp; and/or
• email us at privacy@cloudows.com with the business name and your phone number. We will pass your request to the business promptly and, where the law requires or the business does not respond, help make sure it is handled.

4. What to include in a request

• Your name and the email address or phone number you used;
• The business name and, for Meta connections, the Facebook account, Page, Instagram account or WhatsApp number;
• What you want deleted — the whole account, a connected Meta account, or specific records.

To protect you, we may ask you to confirm your identity (for example by replying from the account owner's email, or confirming a code sent to the connected phone number) before deleting anything.

5. What we delete — and what we must keep

6. Timeline & confirmation

1. Within 3 business days — we confirm we received your request and give you a reference number.
2. Immediately on verification — connected channels are disconnected and access tokens deleted.
3. Within 30 days — the data is deleted from our systems and we email you a confirmation. Backups are overwritten within a further 30 days.

You can check the status of your request at any time by replying to our confirmation email or writing to privacy@cloudows.com with your reference number. More details are in our Privacy Policy.