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Deleting your data

How to disconnect a Google, Microsoft or Meta account from Elara One, delete what it brought in, and ask us to delete your data.

Last updated

Draft — under legal review. This is a working draft. It may change before it takes effect, and the values marked in brackets are still to be confirmed.

In short

You can disconnect any account you connected to Elara One at any time. Disconnecting stops our access at once and deletes our sign-in tokens.

What a connection already brought in (emails, meetings, leads) belongs to the store. The store can delete it in its admin, or you can ask us to.

To ask us to delete your data, email [email protected]. We reply within one month.

Disconnect an account

In the store admin:

  • A mailbox or calendar (Gmail, Google Calendar, Outlook, Microsoft 365): Settings → CRM → Email and calendar, then Disconnect next to the mailbox.
  • An ad account (Google Ads, Microsoft Advertising, Meta): Settings → Connections, then Disconnect on its card.

Disconnecting stops syncing and sending at once and deletes the tokens we held for that account. For Google and Meta we also withdraw our access at their end. Google and Meta withdraw access for the person, not the store: if the same person connected another store, that store will ask to be reconnected too.

Removing Elara One from your account directly

You can also remove our access from the provider's side at any time, without signing in to Elara One:

Delete what a connection brought in

Disconnecting does not delete what the connection already brought into the store, because that is the store's record of its customers. To delete it:

  • Synced email and meetings: Settings → CRM → Email and calendar → Delete synced mail, then type the mailbox address to confirm. This removes every message and meeting that mailbox brought in. It does not touch the mailbox itself.
  • A contact, with everything about them (messages, leads from ad forms, notes): open the contact and use Erase customer. The erasure also reaches connected services that hold their details.
  • Conversions and audiences already sent to an ad platform: these are held by Google, Microsoft or Meta under the store's own account. Delete them in that platform.

Data deletion for Facebook and Instagram

If you used Facebook Login to connect a Facebook or Instagram account to a store on Elara One and want the data we received from Meta deleted:

  1. Remove Elara One under Facebook → Settings & privacy → Settings → Business integrations.
  2. Email [email protected] with the subject "Meta data deletion", the store's name and the Facebook account or Page you connected.
  3. We delete the tokens and account details we hold from Meta, and anything they brought in that the store has not chosen to keep as its own customer record, and email you to confirm. We reply within one month.

Ask us to delete your data

Email [email protected]. Tell us who you are and, if it is about a store, which store. We may ask you to confirm your identity. We reply within one month and there is normally no charge.

Deleted data ages out of our nightly encrypted backups within 14 days, and out of the point-in-time recovery copy within 22 days. If a store is ever restored from a backup, every erasure made since that backup is carried out again before the store reopens.

We keep only what the law requires, such as billing records for tax. Our privacy notice has the details.

If you shopped with or contacted a store

Your details are held by that store, which decides how they are used. Please ask the store first. If you write to us instead, we will pass your request to the store and help it answer.

Closing a store

When a business cancels, it has [30 days] to export its data. We then delete the store's database and files, including everything its connections brought in. The customer terms set this out.