> For the complete documentation index, see [llms.txt](https://docs.chizy.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.chizy.io/policies/data-deletion.md).

# Data Deletion Instructions

If you have interacted with a Chizy-powered chatbot — on a Shopify storefront or via a messaging channel such as WhatsApp, Messenger, or Instagram Direct — and you would like us to delete the personal data we hold about you, this page explains exactly how to make the request.

This page applies to **everyone**:

* **End-Users (shoppers)** who messaged a store using Chizy
* **Merchants** who installed the Chizy App on their Shopify store

***

#### 1. What data does Chizy hold about me?

Depending on how you interacted with us, Chizy may store:

* Your name, email, or phone number (if you submitted them via a pre-chat survey or signed in to the store)
* The messages you exchanged with the chatbot or a human agent
* Messaging-channel identifiers and profile data, depending on which channel you used:
  * **WhatsApp** — your phone number and WhatsApp profile name
  * **Messenger** — your Page-Scoped User ID (PSID), Facebook profile name, and profile picture URL
  * **Instagram Direct** — your Instagram-Scoped ID (IGSID), Instagram username, and profile picture URL
* Technical data such as your IP address, browser, and approximate location
* For Merchants: account, store configuration, and billing information

For the full list, see our [Privacy Policy](/policies/privacy-policy.md).

***

#### 2. How to request deletion (End-Users)

Send an email to **<support@chizy.io>** with the following:

* **Subject:** `Data deletion request`
* **In the email, include:**
  * The store URL or merchant name you interacted with (e.g. `https://store-name.myshopify.com`)
  * The identifier(s) you used — for example: email, phone number, WhatsApp number, Messenger/Facebook profile name, or Instagram username
  * A short note confirming you want your data deleted

You do not need an account with Chizy to make this request.

***

#### 3. What happens after you send the request

| Step                                                                            | Timeline                    |
| ------------------------------------------------------------------------------- | --------------------------- |
| We acknowledge your request and may ask for information to verify your identity | **Within 7 days**           |
| We remove your personal data from our active systems                            | **Within 30 days**          |
| Your data is purged from our backups                                            | **Within 90 days**          |
| We confirm completion to you by email                                           | After active-system removal |

If your request is complex or we need an extension under applicable law, we will let you know within the initial response.

***

#### 4. Other ways to delete data (Merchants)

If you are a **Merchant**, you have two additional options that do not require contacting support.

**(a) Delete individual conversation logs from the Chizy admin.**

1. Open the Chizy admin inside Shopify
2. Go to **Conversations**
3. Open the conversation(s) you want to delete and click **Delete**

Deleted conversation logs — including the associated End-User messages, identity fields, and metadata — are removed from active systems within **30 days** and from backups within **90 days**.

**(b) Uninstall the Chizy App — automatic full deletion.**

When you uninstall the Chizy App from your Shopify store:

* Deletion is initiated within **48 hours** via Shopify’s `shop/redact` and `customers/redact` GDPR webhooks
* Removal from our active systems is completed **immediately** after 48 hours

This covers all of your store’s data, including end-user conversations associated with the store.

***

#### 5. What is NOT covered

* **Shopify data.** Chizy is a third-party app on Shopify. Data held by Shopify (orders, customer accounts, etc.) is governed by Shopify’s own policies — please contact the merchant or Shopify directly.
* **Meta-side messaging data.** Messages stored on Meta’s WhatsApp, Messenger, and Instagram infrastructure are governed by Meta’s own policies:
  * [WhatsApp Privacy Policy](https://www.whatsapp.com/legal/privacy-policy)
  * [Meta Privacy Policy (Messenger and Instagram)](https://www.facebook.com/privacy/policy)
* **Data the merchant exported.** If a merchant has exported your data from Chizy into another system (e.g. a CRM), you should contact the merchant for deletion in that system.

***

#### 6. Need help?

If you have any questions about this page or your deletion request, email us at **<support@chizy.io>** and we will help.