Deleting your data

There are three different things you might want

They are separate on purpose, because most people asking want the first and would be annoyed to lose the third.

• Remove us at Facebook's end. There is nothing standing to disconnect, because we keep no access token, but you can remove the app from your Facebook account whenever you like.
• Delete what came from Facebook. The business details we read from your page are removed from your website.
• Delete your account. Everything goes, straight away: your subscription is cancelled, your website comes down, and your enquiries, your customer records, your content, your uploads and your account are removed.

Removing us at Facebook's end

There is nothing to disconnect here, and that is not us being unhelpful. The access token Facebook issues lives in your own browser, is deleted as soon as we have read the page, and lapses within the hour if the page is never read, so there is no standing connection sitting on our side to switch off.

If you would rather remove the app from your Facebook account as well, open Settings and privacy, then Settings, then Apps and Websites, find Kitso and remove it.

We never held your password, so there is nothing else on that side to remove.

Deleting the details we read from your Facebook page

Disconnecting does not by itself remove business details you already looked at and confirmed, because by then they are the content of your website rather than a copy of your page. If you want those gone as well, ask us.

Email privacy@kitso.co.uk from the address on your account, with "Delete my Facebook data" in the subject. Tell us which page it was if you have more than one. If you connected a page and never finished signing up, tell us the page and we will remove what we read from it.

We will confirm what we are about to remove before we remove it, because deleting content takes it off a live website and cannot be undone.

Deleting your whole account

If the account is yours, you do this yourself. In your portal or the app, open Sign in and alerts, which in the app is under More, and choose Delete everything. Type DELETE to confirm.

It happens straight away and it cannot be undone. Nobody here has to approve it and nobody contacts you first.

Your subscription is cancelled as part of it, so it does not renew and there is nothing to cancel separately. If we cannot cancel it, nothing is deleted and you are told, so you are never left paying for an account that has gone.

Your website comes down at once, not at the end of the period you have paid for, and the refund rules in the cancellation policy apply. If you only want to stop paying, cancel instead.

If you cannot sign in, email privacy@kitso.co.uk from the address on your account and we will do it for you once we have checked the request is yours.

If you are a member of somebody else's team, you can delete your own login from the app or the portal and it goes straight away. The records you made for that business, such as your hours, are the business's and stay with it.

Download your data first if you want to keep it. There is an export on the same screen that gives you your account, your website content and your enquiries straight away. Ask us for anything else before you delete, because afterwards it is gone.

Deleting the app from your phone does not delete your account.

What is removed, and what we have to keep

When an account is deleted we remove your account and sign in details, your website and its content, your uploads, such as photographs, logos, receipts and other files, your answers from signing up, the enquiries your customers sent you, your jobs, quotes, invoices and customer records, your Kit conversations, your reviews, your notification registrations, and the links to anything you connected. The logins of your team go too, unless one also belongs to another business. Any business email inbox we provided ends, and the emails in it are deleted.

A few things are kept, and it is fairer to say so than to discover it later:

• A record that the deletion was asked for and done, with the email address on the account. A deletion record that is deleted along with the account proves nothing at exactly the moment somebody asks for the proof.
• Records of what you paid us, for as long as tax law requires, which is at least six years. They are held by our payment provider and in our accounts, and are records of payment, not of what your website said.
• A record of anything a person here did on your account, such as opening your portal to help you.
• Our record of emails sent, which holds the address, the subject line and, for most emails to you, what they said, and clears itself within ninety days.
• Backup copies made before you deleted. They are overwritten on a rolling cycle of about three months and are used for nothing else in the meantime.
• Anything we are required to keep by law, or need to keep to defend a legal claim, for as long as that lasts.

What other companies hold

A domain we registered for you is not deleted. It stays registered in your name, and we stop renewing it. If you want to keep it, write to domains@kitso.co.uk and a person here will help you move it. Otherwise it lapses when the time already paid for runs out.

If you took payments through us, your Stripe account and its records are yours, held by Stripe under your agreement with them, and closing it is done with Stripe. Invoices already sent to accounting software you connected stay there until you remove them. If you added us as a manager of your Google Business Profile, we stop using that access, and you can remove us in your profile's settings.

How long it takes

Deleting your account from the portal or the app happens straight away. Anything you ask for by email, we answer within one month, which is the period UK data protection law allows.

If a request is complicated and we need longer, we will tell you inside that month and explain why, rather than going quiet.

What to include when you write to us

Write from the email address on your account if you can, because it is the quickest way for us to be sure the request is yours. If you cannot, tell us your business name and the address you used, and we will find another way to check rather than acting on an unverified request about somebody's business.

Send it to privacy@kitso.co.uk and say which of the three things above you want.

If you are not happy with how we answer

Tell us first and we will try to put it right. We will acknowledge your complaint within 30 days.

You can also complain to the Information Commissioner's Office, the UK regulator, at ico.org.uk or on 0303 123 1113.