Deleting your data

This page explains how to delete your data from Elbuz — including data that arrived through Facebook, Instagram and WhatsApp messengers. It is published separately from the privacy policy so that the instructions can be opened with one link and followed in a few minutes.

Effective 30 August 2026.

First, work out which one you are

The steps differ, and this is not a formality: in the two cases different people are responsible for your data.

If you are a merchant

You can delete the data yourself, without contacting us.

1. Disconnect the messenger channel

The “Messengers” window → the channel you need → disconnect. Message exchange stops immediately and the webhook is removed on the messenger's side.

2. Delete the stored access token

Disconnecting the channel stops the exchange, but the access key to your page remains in the list of integrations. To remove it as well: the “External services and integrations” window → find the record of that messenger → delete.

We spell this second step out because without it the deletion is incomplete: many services stop at disconnecting and say nothing about the key still sitting there.

3. Revoke access on Meta's side

Not strictly required after steps 1–2, but thorough: Facebook → Settings & privacy → Settings → Business integrations → Elbuz → Remove. That removes the permission where it was granted.

4. If you want the whole Elbuz account deleted

Write to support@elbuz.com from the address the account is registered to. What happens then:

• the account is switched off and for 14 days it can still be restored — protection against deletion by mistake;
• after that the database of your account is deleted;
• backups taken before the deletion stay in storage for up to 90 days and are then destroyed. We say this plainly: “deleted” does not mean “gone from everywhere the same minute”.

If you are a customer

One thing matters here. When you write to a store, your data belongs to the store owner, not to us: Elbuz stores it on their instruction, as the software they use. The decision to delete is theirs.

That is no reason to send you away. Do this:

Write to us

An e-mail to support@elbuz.com. So that you can be found among thousands of conversations, please include:

• the store name — the page or account you were writing to;
• the channel — Facebook, Instagram, WhatsApp or the website chat;
• how you appear in that channel — your profile name or the phone number you wrote from.

Within 5 working days we will pass your request to the store owner and tell you who is responsible for your data. If they do not respond, write to us again and we will remind them.

Or revoke access yourself

Facebook → Settings & privacy → Settings → Business integrations → Elbuz → Remove. Facebook notifies us of your request automatically.

Timing and confirmation

A substantive answer follows within 30 calendar days of receiving the request, free of charge. If the request is complex the period may be extended by two further months, but we will tell you within those first 30 days and explain why.

When the deletion is done, we send a confirmation to your e-mail address.

What is not deleted, and why

• Accounting documents — invoices and acts are kept for 3 years after settlement: Ukrainian tax law requires it. This is not our choice and cannot be waived on request.
• Database backups — they live for up to 90 days after the deletion and are then destroyed along with everything else.

How we check that it is really you

We delete data only at the request of its owner. A letter from the address linked to the account counts as confirmed. From any other address we will ask you to prove control — a letter with a code, or an action inside the account.

We do not ask for passport scans or other identity documents. Those would be extra personal data collected for the sake of a check.

Contact

Olena Shelekhan, private entrepreneur (Elbuz)
27B/701 Nauky Avenue, Kharkiv, Ukraine, 61072
support@elbuz.com

More about what data we process and on what grounds is in the privacy policy.