Data deletion

In brief

You delete a channel (a connected bot) yourself in the dashboard — it happens immediately and cannot be undone: the conversations and everything tied to that channel go with it. The whole account is deleted on a written request to info@etochat.bot — there is no "Delete account" button in the dashboard. This right is guaranteed under Article 14 of Federal Law No. 152-FZ.

1. What gets deleted

1.1. When you delete a channel in the dashboard

Deleted immediately, the moment you confirm, with no way back:

• Conversations and every message in them.
• Contacts of the people who wrote to you, CRM cards, deals, notes, custom fields.
• Instagram comments and mentions collected under your posts.
• Automation flows, keyword rules, and the log of what they triggered.
• The AI agent's knowledge base, its settings, and its answer history.
• Website chat visitors and support tickets with their conversations.
• Channel statistics, broadcasts and recipient lists, scheduled messages.
• The channel's access token, API keys, webhooks, and integration settings.

For scale: on one live channel this came to roughly 32,000 rows across 13 database tables.

About files. Database records go immediately, but the files themselves — attachments, images used in flows — sit on disk separately and are removed on request. The only files deleted automatically are photos sent by website chat visitors: after 90 days.

1.2. When the account is deleted

On a written request (see 3.2) we delete the User's account (email, full name, profile settings) and all of its channels — along with everything listed above.

2. What we have to keep (exceptions)

The Operator is required to retain some data under Russian law, even after the User's account is deleted:

• Payment documents and primary accounting records — 5 years (Article 29 of the Federal Law "On Accounting"; clause 317 of the Standard Archival Records List, approved by Rosarkhiv Order No. 236).
• Personal data processing consents and their withdrawals — 5 years from withdrawal (to confirm the lawfulness of processing).
• Data subject to retention under a lawful request from government authorities — until the relevant investigation or proceedings end.

Beyond what the law requires, deleting a channel deliberately leaves alone the records about money and about account-level service events. They contain no conversations.

• Invoices, payments, and subscriptions — the record of money between you and us.
• Payments your customers made through your own payment provider — that record is the only proof the payment happened. It keeps the payer's identifier on the messaging platform and the name they wrote under, along with the amount, the date, and the provider's response.
• Accounting of the purchased AI quota and the balance of prepaid credits — erasing it would erase the trace of a prepayment, leaving nothing to restore a refund from.
• Trial and promo code history — without it, "delete the channel, connect it again" would become an endless free period.
• Account-level data — channel connection attempts: these belong to the account rather than to a single channel.
• The log of the emails we sent you — it is keyed to the account rather than to a channel, and it is built in a way that gives us no reliable means of separating one user's emails inside it. Deleting a channel does not touch it.

One gap, stated plainly. The partner webhook delivery log is currently tied to a channel only by the contents of the request itself, so deleting a channel does not delete those records. This is a known shortcoming and will be fixed; until then, we delete them on request to info@etochat.bot.

All of the above is kept in a limited scope and is not used for any other purpose.

3. How to request deletion

3.1. Deleting a channel — in the dashboard

1. Sign in to your dashboard at /panel.
2. Open "Bots", pick the channel, and go to "Settings".
3. Click "Delete bot" and confirm.

The data is deleted immediately; this cannot be undone, and there is no window in which to change your mind. While a paid "Plus" or "Premium" plan is running on the channel, the delete button will not go through — that is a guard against deleting a paid channel by accident. It lifts on its own once the paid period ends.

3.2. Written email request

This is how the whole account is deleted, along with anything channel deletion does not reach: uploaded files and the records listed in section 2.

1. Write to info@etochat.bot with "Data deletion" in the subject line, from the email address tied to the account.
2. Include your full name (for verification) and the account email.
3. We'll start the deletion right away and send you a confirmation.

3.3. A request through an external channel, and revoking access

A deletion request. If you send an explicit request to delete your data through the channel itself (for Instagram this is done in the app settings), the channel forwards us a signed request, and the connection's data is deleted right away, at the moment we receive it — by exactly the same routine as deleting the channel in the dashboard. The channel itself is removed too, unless it has a paid period running. If it does, an empty shell stays behind: no data in it, the token wiped, the link to the account broken — but the subscription is not burned, because it is paid for by the dashboard owner while the request came from the owner of the social account, and at an agency those are two different people. The dashboard owner receives an email telling them the channel's data has been deleted.

Revoking access. If you simply removed our app in the channel's settings, that means "stop accessing", not "delete my data": the connection is switched off at once, but nothing is erased automatically. This is deliberate — otherwise one click by the account owner would destroy the work of whoever pays for that dashboard. In this case a human performs the deletion within 3 calendar days.

If you'd rather not wait, write to info@etochat.bot with the ETOCHATBOT account email and the type of connection that needs to be wiped.

4. Timelines

• Immediately — deleting a channel in the dashboard. There is no intermediate state the data can be brought back from.
• Immediately — a deletion request arriving from an external channel: it is carried out the moment it is received.
• Up to 3 calendar days — revoked access and written requests: here the deletion is performed by a human.
• Backups. Copies of the database taken before the deletion live out their own term on the storage side. We do not restore them to satisfy a deletion request, and deleted data does not come back into the service from them.

5. Deletion requests from end customers

If you're an end customer who wrote to one of the bots on ETOCHATBOT and you want us to delete your conversation:

1. First contact the bot's owner — they are the operator of your personal data (see the DPA). The owner's details are usually in the bot's description or on their website.
2. If you can't reach the owner, write to us at info@etochat.bot with "Data deletion — end customer" in the subject line and include the bot name, your username, and the date of your last message.
3. We'll notify the bot's owner within a reasonable timeframe and help with deleting your data.

6. Related documents

• Privacy policy — "Retention periods" and "Data subject rights" sections.
• Data processing agreement (DPA) — processing on instructions.
• Personal data processing consent — what you allow when you sign up.