Data Deletion

Two kinds of people can ask Meerlume LLC, a limited liability company registered in the Republic of Armenia to delete data, and the route differs:

• Account owners — anyone with a Meerlume account, for the account itself and everything it owns (bots, conversations, contacts, connected channels).
• End customers — people whose data was collected through a bot built on Meerlume, for example by messaging a business on WhatsApp or Telegram, or by using a chat widget on its website. For that data the business running the bot is the controller and we are its processor, so requests are normally handled by that business. You can still write to us directly and we will act, as described in section 3.

In the app. Sign in and go to Settings → Danger zone → Delete account. You confirm by typing DELETE (and your password, if your account has one). Deletion starts immediately and is not reversible — there is no grace period and we do not offer account restoration. Cancel any paid subscription first if you do not want it to renew.

By email. If you cannot sign in, email support@meerlume.com from the address on the account. We may ask you to confirm ownership before we act, so that nobody can delete your account by writing to us pretending to be you.

If you messaged a business through a WhatsApp bot, a Telegram bot, or a chat widget on its website built on Meerlume, that business decides what to collect and holds the relationship with you. Ask the business directly where you can, since they can delete your conversation and contact record from their dashboard themselves.

If you cannot reach them, or you would rather not, email us at support@meerlume.com and tell us the business or bot you contacted and the phone number or Telegram username you used. We will pass your request to that business. Because the data is theirs and not ours, we act on their instructions rather than deleting it ourselves, and any deadline for answering you is set by the law that applies to them.

Website chat is the one case where we may not be able to find you on our own. It does not ask for a name or an email address, and we hold no phone number or username for you — but it is not anonymous: the session identifier, your IP address and the message content may be personal data in themselves. The difficulty is matching them to you once the session identifier is gone, which happens when you close the tab. Tell us the business, roughly when you chatted, and any detail you typed into the conversation — a name, an email address, a booking reference — and we will search on that. If nothing you told the bot can be traced back to you, your answers and transcript may still be stored under that discarded session reference; what we cannot do is confirm which conversation was yours, and deleting the wrong stranger’s record would be its own harm. In that case ask the business, which can recognise the conversation from its own side.

A deletion covers the personal data we hold for you:

• Conversation content — inbound and outbound messages, full conversation transcripts, including replies you sent by taking over a conversation.
• Submissions — the structured answers collected by a bot’s questions, bookings and their calendar entries, and the notification records generated from them.
• Contact records — names, phone numbers, Telegram usernames, email addresses, notes and tags, and the contact’s history in the dashboard.
• Channel credentials and tokens — stored WhatsApp Business Account (WABA) IDs, phone-number IDs, display phone numbers and access tokens, Telegram bot tokens, webhook tokens, and any OAuth tokens from a linked sign-in provider. Deleting an account also disconnects its bots, so the channels stop receiving messages.
• Account and bot configuration — your profile and credentials, sessions, bots, flows, prompts, builder drafts, and notification settings.
• Marketing contact record — we ask Brevo, our email provider, to delete your contact record. If you had previously unsubscribed, your address stays on Brevo’s suppression list so we cannot email you again by mistake.

In-app account deletion runs immediately. Timelines for requests you send us by email are in section 9 of our Privacy Policy.

Two things outlive the live records. Delivery records in our notification outbox — the queue that sends a booking alert to the business — can still hold a customer name or a booking time, and are pruned after a short retention period. Isolated copies also survive in our database provider’s recovery window until it rolls forward over them. Delivery records are not exposed through the ordinary customer-facing product interfaces and are not used for ordinary product purposes; isolated recovery copies are reachable only through the provider’s recovery process.

We cannot delete literally everything on request, because some records exist to satisfy obligations we do not control:

• Billing and invoice records — invoices, receipts, transaction identifiers, plan and amount, and billing country. Applicable tax and accounting law requires us to retain accounting records for a statutory period, and Paddle, our Merchant of Record, keeps its own transaction records to reconcile payments, refunds, chargebacks and the VAT it remits on our behalf. These are retained for the statutory period and then deleted. This applies to account owners who have paid us; it does not apply to end-customer data collected through a bot, which carries no such obligation.
• Security and abuse logs — server access logs and request metadata are kept for up to 30 days on a rolling basis for security and abuse prevention, then aged out.
• Records needed for a live legal matter — where we must retain something to comply with a legal obligation, to resolve a dispute, or to enforce our agreements, we keep only what is necessary and delete it once that reason ends.

Retained records are not used to keep serving you the product, to rebuild a deleted account, or for marketing.

Send deletion requests and any questions about them to support@meerlume.com. For the wider picture of what we collect and the other rights you have — access, correction, portability, objection — see our Privacy Policy. See also our Terms of Service and contact page.

The data controller for account data is Meerlume LLC, a limited liability company registered in the Republic of Armenia.