Data Deletion Requests

This page explains how you can ask AvenRelay to delete your data. The process below applies to data stored in an AvenRelay workspace and on the AvenRelay accounts and platform infrastructure, so you can understand what is deleted, what we may need to keep, and what happens to connected channels.

Who can request deletion:

• Account and workspace holders — if you have an AvenRelay account or run a workspace (an Organization), you can request deletion of your account and the workspace data you control.
• End-customers— if you are a customer who chatted with a business that uses AvenRelay, the data about you lives in that business's workspace, and that business controls it. Please contact the business you spoke with, or we will forward your request to it.

“Deletion” means removing or destroying the data from our active systems so it can no longer be used or retrieved, subject to the legitimate retention needs described in section 4.

The following data, which we strictly store only for the operation of the Service, can be deleted on request:

• Account information — your AvenRelay account profile, including the account details held via our authentication provider.
• Workspace and organization data — the organization record, its settings, and its members.
• Contacts and customer profiles — contact records and the session data captured by the website widget.
• Conversations and messages— conversation records, transcripts, and system notes from your workspace's inbox and widget.
• Attachments and files — files uploaded to conversations or your workspace.
• Knowledge base — knowledge sources you uploaded or connected, and the processed chunks and embeddings derived from them.
• Voice assistant data — call records, transcripts, and recording references (where the voice feature is enabled).
• Connected channel configuration — records of the messaging channels you connected to your workspace.

Submitting a request is straightforward and uses the same channel we operate for support:

• Email — write to support@avenrelay.com with the subject line Data Deletion Request. Start an email now.
• Contact page — use our contact page and mention that your request is a data deletion request.

What to include in your request:

• Your account email address — the email associated with your AvenRelay account.
• Your workspace name (if you have one), so we can locate the correct organization.
• What you want deleted — for example “my account and all associated data” or “this specific workspace”.

To protect account and workspace data from unauthorized deletion, we verify that a request comes from someone entitled to make it. We do this by:

• Requiring the request to come from the verified email address registered to the account, or from the workspace owner or administrator on record.
• Confirming key details you provide (such as the account email and workspace name) match our records.
• Asking you to complete a verification step, such as confirming access to the account, where needed before deletion proceeds.

We will not act on a request until we are reasonably satisfied it is genuine.

Once we verify a request, this is what happens:

• We acknowledge your request and confirm the scope (which account, workspace, or data will be deleted).
• For account and workspace deletions, we process the deletion as soon as reasonably possible.
• Workspace data is removed from our active systems. Copies may remain for a limited time in standard database backups, which are cycled, and where law requires us to retain records.
• We let you know once the deletion is complete or if we need anything further from you.

In limited circumstances we may need to keep some information after a deletion request:

• Records we are required to keep by law or regulation (for example, tax or billing records related to payments).
• Data needed to resolve disputes, enforce our Terms of Service, or defend legal claims.
• Data needed to detect, prevent, or respond to fraud, abuse, or security incidents.
• Aggregated or anonymized data that can no longer identify a person.

Where practical, such retained data is minimized and limited to what is necessary for the relevant purpose.

Deleting your AvenRelay workspace removes the data we stored about your connected channels and the messages we received from them. It does not automatically revoke access or credentials held at third-party platforms:

• If you want to fully disconnect a channel — such as a Telegram bot or an email inbox — you should disconnect it in your AvenRelay dashboard or at the provider itself.
• Messages already delivered to an external platform remain governed by that platform's own terms, privacy policies, and deletion tools.

AvenRelay is preparing WhatsApp, Messenger, and Instagram (Meta) messaging integrations. When a Meta channel is connected, AvenRelay receives messages and contact information from Meta through its official APIs and stores a copy in the workspace so your team can reply. Your control over that data works like this:

• Data in AvenRelay — the copies of Meta messages and contacts stored in your AvenRelay workspace are deleted with the rest of your workspace data, as described on this page.
• Data held by Meta — deleting AvenRelay data does not delete data held by Meta or WhatsApp. Data stored by those platforms (conversations in WhatsApp, message history, or Meta account data) is controlled through the relevant Meta settings and tools, and is governed by Meta's own data policies.
• Business messaging settings — you can also manage what you share through Meta's business messaging configuration, in accordance with Meta's platform terms.

In short: deleting from AvenRelay covers the copy AvenRelay hosts; Meta remains the controller of data held on its own platforms.

To delete an entire workspace and all data associated with it, request the deletion of the Organization. When an Organization is deleted:

• The organization record and its members' workspace access are removed.
• Its workspaces, contacts, conversations, messages, attachments, knowledge base, voice records, and channel configurations are deleted together.
• Billing records tied to the account may be retained to the extent required for tax or accounting purposes.
• We recommend first disconnecting or revoking any third-party channel credentials you no longer need.

For anything related to data deletion, or if you have questions about this process:

• Email — support@avenrelay.com (subject line Data Deletion Request).
• Contact page — avenrelay.com/contact.
• Privacy questions — see our Privacy Policy or write to our privacy contact.