Data Deletion Instructions

This page explains how to have DM DESK delete data we hold about you. It covers four groups of people: anyone who messaged a business on Instagram, anyone who used the chat or the microphone on a business's website, shoppers of a Shopify store that uses DM DESK, and the businesses that use DM DESK directly (“Customers”).

1. If you messaged a business through Instagram

If a business using DM DESK answered your Instagram message, we hold a copy of that conversation on the business's behalf. To have it deleted from our systems:

• Email privacy@dm-desk.com with the subject “Data Deletion Request.”
• Include the name of the business you messaged, roughly when, and a few words from one of your messages. We don't keep your Instagram username, only the ID number Instagram gives your conversation with that business, so this is how we find it.
• We may ask a follow-up question to confirm the request is genuinely yours before deleting anything.

We delete the message content and any information we derived from it (such as a lead or reservation record) from DM DESK's systems within 30 days.

2. If you used the chat or the microphone on a business's website

The website chat has no login, so we cannot look you up by name. To have your conversation deleted, email privacy@dm-desk.com with the subject “Data Deletion Request” and tell us three things:

• The website where you chatted.
• Roughly when you chatted (the day and about what time).
• A phrase from one of your messages.

We use those to find the conversation and to confirm it is yours. We delete the messages, any order you built in the chat, and any name, phone number or email you shared, within 30 days. We do not keep voice recordings, so there is no recording to delete. The text of a spoken message is deleted with the rest of the conversation.

3. If you shopped at a Shopify store that uses DM DESK

You can email us as described in Section 2, or you can ask the store. When you ask a Shopify store for your data or to erase it, Shopify sends the request to every app the store uses, including DM DESK. DM DESK does not keep a copy of a store's Shopify customer records. What we may hold is a chat you had on the store's website.

• A request for your data. A person on our team checks what we hold about you and gives it to the store within 30 days, so the store can pass it to you.
• A request to erase your data. A person on our team finds any chat of yours and deletes it within 30 days.
• A store that removes DM DESK. Shopify sends us a store erase request 48 hours after the store uninstalls the app. We then delete the store's connection to DM DESK. The store's conversations are deleted as described in Section 4.

4. If you are a DM DESK Customer

There are two ways to delete your account. You can email us, as described below. You can also delete your account yourself, right away, from Settings on the website or in the DM DESK app. Deleting an account immediately deletes every business you are the only owner of, with all of its data (conversations, contacts, leads, knowledge, menus, integrations and alerts), and cancels its billing.

To delete by email instead, write to privacy@dm-desk.com from the email address on the account. We delete the account within 30 days and email you once it's done.

If you only cancel your subscription, we automatically delete your customers' conversations, messages, contact details, leads and order links about 30 days after your subscription ends. Your account itself (your business profile, settings, menu, knowledge and logins) is kept until you delete it or ask us to. If you disconnect Square, the menu imported through that connection is deleted within 30 days unless you connect Square again.

If you connected your business's Instagram account to DM DESK, then remove DM DESK from your Instagram settings, DM DESK stops receiving and sending your messages right away. If you also ask for your data to be deleted there, Meta sends us the request directly and shows you a confirmation code and a link where you can check the status of the deletion; we review it and delete within 30 days. The status link keeps working for 24 months after the deletion is done.

5. What we keep after a deletion

After an account is deleted we keep only these records:

• Invoices held by our payment processor or Shopify.
• A record that the business was deleted: its ID, its billing customer ID, when, and by whom.
• A log of deletion and data requests, kept for 24 months: a reference code, the type, the dates and the status, and for a Shopify store its store address. The log never holds the content or who asked.
• Phone numbers that replied STOP, so they are never texted again.

Some information may also stay briefly in backups, and is cleared on our normal backup rotation.

6. What our deletion does not reach

• The business's own copies. The business you messaged may keep its own copy: in its Instagram inbox, in its Square, Clover or Shopify account, or in its email. We cannot delete those. Ask the business too.
• Meta's copy. Deleting DM DESK's copy does not delete your Instagram or Facebook account, or any copy Meta itself retains, which are governed by Meta's own Privacy Policy.
• Legal holds. Data we need for a dispute, to investigate fraud or abuse, or to answer a lawful request may be kept until that matter is resolved, then deleted.

7. What happens after a deletion request

• Email requests are handled by a person on our team. We reply to confirm we have your request within 10 business days, usually much sooner.
• We verify the request is legitimate before deleting anything, to prevent someone else from deleting your data without your consent.
• Deletion is completed within 30 days of a valid request.
• When it is done, we email you a confirmation with the request's reference code.

For more detail on what we collect and why, see our Privacy Policy.