How to delete your data
Last updated: 18 August 2026
The short version. Email privacy@zenohq.io with the phone number or email address you were contacted on, and the word deletion in the subject. You do not need an account, a login, or a support ticket. We acknowledge within 5 working days and complete within 30 days.
This page explains how to have your personal data erased from Zeno. It applies whether you are a customer of ours, an employee of one, or a member of the public who received a WhatsApp message from a business that runs on our platform.
1. First, work out which route applies to you
Zeno is business software. Most personal data on the platform was put there by a business using it, not by us, and that business decides what happens to it. Which of these describes you changes who acts on the request, though both routes start at the same address.
Route A — a business contacted you
You received a WhatsApp message, SMS, email, or call from a company, and that company uses Zeno to run its customer communication. The company is the data controller. It holds your data and decides whether it can be erased. We are its processor and act on its instructions.
Contact the business directly if you know who they are — that is the fastest route, and they can act immediately. If you cannot identify them, cannot reach them, or they do not respond, send the request to us and we will do the identifying for you. See section 2.
Route B — you have a Zeno account
You signed up, were invited to a workspace by your employer, or hold a login. We are the controller for your account data, and you can make the request to us directly. See section 3.
2. Route A — requesting deletion when a business contacted you
Send an email to privacy@zenohq.io containing:
- The identifier you were contacted on. The phone number that received the WhatsApp message or SMS, or the email address that received the email. This is the only way we can find you — we cannot search by name alone across separate customer workspaces.
- The name of the business, if you know it. If you do not, tell us roughly what the message was about and when it arrived, and we will trace it.
- What you want. Deletion of everything, or only that we stop contacting you. These are different requests and section 5 explains why you might want the second.
Then the following happens:
- Within 5 working days we acknowledge your email and tell you which business holds your data.
- We forward the request to that business as controller, and we confirm to you that we have done it. You are not left guessing whether it went anywhere.
- The business reviews the request. The platform gives them a data inventory tool that lists every record tied to your identifier across the products they use, so this is a lookup rather than a search party.
- On their instruction we erase the data, and we confirm completion to you in writing.
- Within 30 days the whole cycle is finished. If a request is genuinely complex we may extend, but we will tell you before the 30 days are up, and why.
If the business refuses, they must give a lawful reason, and we will pass that reason to you rather than going quiet. You can then complain to your data protection authority; section 7 covers that.
3. Route B — deleting your Zeno account
You have two options.
In the product. Sign in, open Settings, then Account, and choose Delete account. You will be asked to confirm with your password. The account is deactivated immediately and erased after a 30-day grace period, which exists so that an account deleted in error, or by someone who got hold of a session, can be recovered. Write to us during those 30 days if you want it erased sooner and we will do it.
By email. Write to privacy@zenohq.io from the address on the account. Same timelines.
If you are the last remaining owner of a workspace, deleting your account also closes the workspace and everything in it. We will warn you before that happens and give you the chance to export first or transfer ownership to a colleague.
4. If your employer created your account
Where a business invited you to its workspace, the work content you created there — tickets you answered, notes you wrote, deals you managed — belongs to that business, not to you, and we cannot erase it on your instruction alone. What we can always do is remove your personal profile data and your access.
Ask your workspace administrator first. If they will not act and you believe the data is being kept unlawfully, write to us and we will engage with them on it.
5. Deletion is not always what you want
This is worth a moment, because people ask for deletion and get the opposite of what they intended.
If your goal is simply to stop being contacted, ask for suppression rather than deletion. Suppression keeps a single record of your number on a do-not-contact list and deletes everything else. Full erasure removes the record that you asked to be left alone, which means that if the business later imports a list containing your number, nothing stops it being contacted again.
Say which one you want in your email. If you do not say, we will ask before acting, because this one is not reversible.
To stop WhatsApp messages immediately, without waiting on any of the above, reply STOP to the conversation. That takes effect at once and the platform enforces it. Deletion can follow separately.
6. What gets deleted, and what does not
Erasure covers:
| Deleted | What that means |
|---|---|
| WhatsApp, SMS, and email conversations | Message text, timestamps, delivery receipts, and any images, voice notes, documents, or video attached to them, together with the transcripts and descriptions derived from that media. |
| Your contact record | Name, phone number, email address, and any notes, tags, custom fields, or activity history a business recorded against you. |
| Deals, tickets, and orders linked to you | Removed or detached from your identity, depending on whether the business must keep the underlying transaction for tax purposes. |
| Search and assistant indexes | The vector index entries built from your records are rebuilt without them, so an assistant can no longer retrieve or quote your data. |
| Account data, if you hold a Zeno login | Your profile, session history, and workspace membership. Content you authored inside a shared workspace belongs to that workspace and is handled under section 4. |
A small number of things survive an erasure request. We would rather list them here than let you discover them later:
| Retained | Why |
|---|---|
| Proof that you opted out | If we deleted the record showing that you asked not to be contacted, nothing would stop the same number being messaged again next month. We keep the suppression entry and the consent history, and nothing else about you, for 7 years. |
| Invoices and payment records | Tax and accounting law requires these to be kept for up to 7 years. We restrict them so they are used for nothing but that obligation. |
| Security audit logs | Held for 12 months and required to investigate a breach or an unauthorised access. These record that an action happened, not the content of your data. |
| Encrypted backups | Deleted data persists in backups until they roll off, which takes up to 35 days. Backups are restored only for disaster recovery, never to bring back deleted records. |
Nothing retained under this section is used to contact you, profile you, or train anything. Where we keep a record we are obliged to keep, we restrict it to that purpose alone.
7. Verifying who you are
We have to be reasonably sure a deletion request comes from you, because acting on a forged one destroys someone else’s data irreversibly. We will ask for the minimum needed, and usually that is confirming you control the phone number or email address in the request.
We will never ask you to send a photograph of an identity document to start a request, and you should treat any message claiming to be from us that does so as fraudulent. Report it to security@zenohq.io.
Verification is free and so is the request itself. We do not charge for erasure, and we will not treat you differently for having asked.
8. If you are not satisfied
Reply to our email and say so — most problems are a misunderstanding about which of the two routes applies, and we would rather fix it directly.
You also have the right to complain to your data protection authority, and you do not need our permission or our involvement to do it. In the EEA that is the supervisory authority in your country of residence; in the UK it is the Information Commissioner’s Office. We will not obstruct a complaint or retaliate for one.
9. Contact
Deletion requests and any question about this page: privacy@zenohq.io
Data protection officer: dpo@zenohq.io
Postal: Zeno Technologies Pvt. Ltd., [Registered office address, city, postal code, country]
The full detail of what we collect and why is in the Privacy Policy. Retention periods are in section 10 of that document. Business customers should also read the Data Processing Addendum, which sets out deletion obligations between us.