Data Deletion & Account Closure Policy

1. Scope

This Policy explains how Client Users can close a Hypersona account or workspace, how Clients can delete individual End Customer records, how connected integrations can be revoked, what information is deleted, what may be retained and the expected timeline.

“Delete” includes permanent deletion or irreversible de-identification, depending on the data type and system. Deletion does not require us to remove information that must be retained by law, is necessary to honour an opt-out, is stored by a third party acting independently, or is preserved for an active security incident, dispute or legal hold.

2. Delete a Hypersona account or workspace

3. Disconnect Meta, WhatsApp, Instagram or another integration

A Client may disconnect an integration without closing the Hypersona account. Use Settings > Integrations in Hypersona, or revoke access through the provider’s business, application or security settings.

After valid revocation, Hypersona stops requesting new data through that connection. Active access tokens and credentials are deleted or invalidated promptly. Associated integration metadata and Platform Data are normally deleted or de-identified within 30 days, subject to billing, security, suppression, dispute and legal-retention requirements.

Removing Hypersona from Meta, Facebook, Instagram or another provider does not necessarily delete the Hypersona workspace or data received before revocation. Submit a workspace deletion request if you also want the Hypersona account closed.

Where Meta sends Hypersona a valid user-data deletion request through its required mechanism, we validate the request, initiate deletion of applicable Meta Platform Data and provide confirmation or status information as required.

4. Delete an individual End Customer record

A Client can remove a specific customer without deleting the whole workspace. Where available:

1. Open Contacts in the Hypersona dashboard.
2. Search by phone number, email address, customer ID or another identifier.
3. Open the contact and select Delete Contact or the equivalent control.
4. Confirm whether linked conversations, events and attributes should also be deleted where the product provides that option.

Bulk deletion may be available through contact selection, import tools or API. Clients remain responsible for deleting or correcting the same person’s data in their own store, CRM, spreadsheets, channel accounts and other independent systems.

A minimal suppression record may be retained after profile deletion to honour an opt-out, prevent unlawful re-contact and defend a complaint. This record is restricted to information reasonably necessary for suppression and compliance.

5. What account deletion covers

Subject to Section 7, verified workspace deletion normally covers:

• Account profile, login credentials, team members, roles and authentication settings.
• End Customer contacts, custom attributes, tags, segments, consent records and preferences, except limited suppression or legal records.
• Messages, conversations, attachments, agent notes, delivery events and AI interaction records.
• Campaigns, templates, automation flows, audience rules, prompts, knowledge-base files, catalogues, media, API keys and webhooks.
• Analytics, attribution and performance records linked to the identifiable workspace, unless irreversibly aggregated or de-identified.
• Access tokens, credentials and configuration for connected integrations, including Meta assets and e-commerce stores.
• Store, cart, checkout, order, product, fulfilment and other integration data held in Hypersona for the deleted workspace.

6. Deletion timeline

A complex request, disputed ownership, technical incident, legal hold, active investigation or large data volume may require additional time. We will provide an update where the delay is material and communication is legally permitted.

7. Information we may retain

Retained records are restricted to the relevant purpose and are not restored to active use except for disaster recovery, security investigation or legal compliance. If a backup is restored, deletion instructions will be reapplied where technically feasible.

8. End Customers of a business using Hypersona

If you received a WhatsApp, SMS, RCS, Instagram, email or voice communication from a business using Hypersona, that business generally controls your data. Contact the business first to access, correct or delete your data or to withdraw consent.

To stop marketing communications, use the opt-out method provided by the sender, such as replying STOP, using an unsubscribe link or contacting the business. Hypersona applies suppression controls when the Client or channel records a valid opt-out.

If you cannot identify or reach the business, email privacy@hypersona.io with the business name, the channel and the phone number or email address that received the communication. We will verify the request, identify the relevant Client where reasonably possible, forward the request and provide appropriate assistance. We may not be able to disclose information about another account without authority.

9. Effects and limits of deletion

• Deletion is permanent after live data is removed and cannot normally be reversed. Export required information before requesting closure.
• Deleting Hypersona does not delete information held independently by Meta, telecom providers, Shopify, WooCommerce, payment processors, recipients, the Client’s own systems or another third party. Contact them separately.
• A message already delivered to a recipient cannot be removed from the recipient’s device by Hypersona.
• Deleting a user profile may not close the whole business workspace. The account owner must request workspace deletion.
• Closing an account does not cancel fees already incurred or automatically create a refund. Billing treatment is governed by the Terms of Service and mandatory law.
• We may deny or narrow a request that is fraudulent, unverifiable, unauthorised, technically impossible, legally prohibited or would delete another person’s or Client’s data without authority.

10. Request status, grievances and contact

We aim to acknowledge a deletion or privacy grievance promptly and complete verified live-data deletion within the target period above. To ask for status, challenge a decision or report that deletion appears incomplete, contact privacy@hypersona.io and include the request reference or confirmation email.