Data Deletion Policy

1. Three ways to delete data

Option 1 — Stop receiving from a single channel

If you only want to stop syncing data from one channel:

1. Sign in and go to Settings → Channels
2. Find the channel account and click "Stop receiving"

We then stop receiving new messages from that channel, and you can turn it back on at any time. So that reconnecting works with one click, the channel's access credentials remain stored on our servers.

To have the credentials themselves deleted, either close your account (option 2) or request it in writing (option 3). You can also revoke this service's access directly from the platform's own "connected apps" settings (e.g. X, Facebook), which invalidates the credential immediately.

Option 2 — Close your entire account

If you no longer wish to use the Service:

1. Sign in and go to Settings → Account
2. Click "Close account" and confirm as prompted

Once the request is submitted, we delete your data within 30 days. We recommend exporting anything you want to keep first (see section 5).

Option 3 — Request deletion by email

If you cannot sign in, or you need a specific subset of data deleted (for example all records relating to one end customer), email support@zilaninbox.com and include:

• your account email address
• your company name
• the scope you want deleted (all data / a specific channel / one customer's records)

To prevent misuse, we verify your identity before deleting anything. Please send the request from your registered email address, otherwise we may ask for additional proof.

2. What we delete

Data type	Deleted?	Notes
Conversations and message content	✅ Deleted	Including text, attachments and internal notes
End customer profiles	✅ Deleted	Name, avatar, contact details
Channel access credentials	✅ Deleted immediately	Access tokens and similar
Team member information	✅ Deleted	Member accounts are closed as well
Company and account information	✅ Deleted
Uploaded files	✅ Deleted	Including copies in object storage
Action and sign-in logs	⏳ Anonymised	Identity links removed; retained for security auditing
Billing and transaction records	❌ Retained	Required by tax and accounting law, typically at least 5 years

3. Timeframes

Stage	Timeframe
Acknowledge the request	Within 3 business days
Verify identity	Usually within 3 business days
Delete from production	Within 30 days
Clear from backups	Within a further 35 days as backups rotate
Written confirmation	Within 3 business days of deletion

About backups: we keep encrypted backups to protect against data loss. Once your data is deleted from production, copies in backups are cleared within 35 days as backups rotate. During that window we do not access or restore that data — it exists solely for disaster recovery.

4. Deletion is irreversible

Once deletion is complete, the data cannot be recovered — including all conversation history, customer records and uploaded files. Please make sure you have exported anything you need before proceeding.

5. Retrieve your data first

You can obtain a copy of your data before deleting it:

• Email support@zilaninbox.com to request an export of your conversations and customer records. We will provide it within 7 business days.

Please request this before closing your account — data is deleted immediately on account closure, and we will no longer be able to provide a copy.

6. If you are an end customer

If you are not a registered user of the Service, but a consumer who contacted a business via Facebook, Instagram, X, WhatsApp or email, the position is as follows:

Your messages are processed by that business using the Service. The business — not us — decides how that data is used and retained. We act as their technical service provider.

Therefore:

• We recommend contacting that business directly with your deletion request; this is the fastest route
• You may also contact support@zilaninbox.com and we will pass the request on and assist technically
• Please include where possible: the name of the business you contacted, the platform you used, and your username or email, so we can locate the records

7. Deletion on the platforms themselves

Please note: deleting data in the Service does not delete the original messages on Facebook, Instagram, X, WhatsApp or elsewhere. Those messages remain on the respective platform and must be handled there separately.

Likewise, if you remove this application's authorisation in your Meta or X settings, we stop receiving new data, but historical data already stored must still be deleted by following the process on this page.

8. Contact us

Data deletion enquiries: support@zilaninbox.com
Everything else: support@zilaninbox.com

For how we handle data generally, see our Privacy Policy.