Data Deletion

This page describes how to request deletion of personal data NebulaHex Pvt Ltd has collected or processed about you. It covers three audiences:

• Visitors who interacted with a NebulaHex-powered chatbot (the “widget” embedded on a customer’s website, or a chat through WhatsApp/Instagram/Messenger/Telegram).
• Workspace owners or members who hold a NebulaHex account.
• Customers of a Shopify store using NebulaHex, whose deletion request is forwarded by Shopify.

If you are unsure which path applies to you, contact us at privacy@nebulahex.com and we will help.

If you interacted with a bot deployed on a website that uses NebulaHex (you might recognize the “Powered by NebulaHex” badge in the chat widget), the operator of that website is responsible for your data as the data controller. NebulaHex acts as the data processor on their behalf.

To request deletion of your visitor data:

• Contact the operator of the website directly. They have direct controls in their NebulaHex workspace to delete your conversation and any associated lead-capture data.
• If you cannot reach the operator, or if they have not responded, contact privacy@nebulahex.com. Include the website URL where you interacted with the bot and any identifying information (email address you provided, the rough time of the conversation, etc.). We will work with the operator to delete your data.

We process visitor deletion requests within 30 days of receipt, sooner where the operator’s account permits.

If you hold a NebulaHex account (Owner, Admin, Editor, or Viewer role), you can delete your own account and all data associated with it from your account settings.

To delete a workspace entirely (only available to Owners):

• Sign in to your NebulaHex account.
• Go to Settings → Workspace.
• Select “Delete Workspace”. A confirmation step asks you to type the workspace name.
• The workspace, all bots, all knowledge sources, all conversation history, audit logs, and member associations are deleted from our primary database immediately. Backups are purged within 90 days through normal backup rotation.

To delete an individual user account (any role):

• Sign in to your NebulaHex account.
• Go to Settings → Account.
• Select “Delete Account”. A confirmation step asks for your password.
• Your user account and personal profile data are deleted immediately. Workspace data that you do not own remains; the workspace Owner controls that data.

If you cannot access your account or the dashboard, email privacy@nebulahex.com from the email address associated with your account. We will verify identity and process the deletion within 30 days.

If a workspace connected to NebulaHex includes a WhatsApp Business Account, Instagram Business Account, or Facebook Page as a channel, messages exchanged through that channel are stored in the workspace’s conversation history.

If you are an end-user who messaged a NebulaHex-powered bot via WhatsApp/Instagram/Messenger and want your message data deleted:

• Reach out to the business that operates the WhatsApp/Instagram/Messenger account (they are the data controller).
• If you cannot reach the business, email privacy@nebulahex.com with:
  • The channel where you messaged (WhatsApp / Instagram / Messenger)
  • Your phone number (for WhatsApp) or username/handle (for Instagram/Messenger)
  • The approximate date range of the conversation
  • The name of the business if known
• We will identify the workspace and request the operator to delete the data, or delete it directly if necessary to comply with applicable law (GDPR Article 17, CCPA, etc.).

For deletion requests routed through Meta’s data deletion flow (the standard URL referenced from Meta’s App Dashboard), we process within 30 days and send confirmation to the requesting email address.

If you are a customer of a Shopify store that uses NebulaHex, your deletion request is typically initiated by the Shopify store owner or by Shopify on your behalf. NebulaHex receives the request via Shopify’s mandatory compliance webhook (customers/redact) and processes it within Shopify’s 30-day SLA.

To initiate a deletion request:

• Contact the Shopify store directly. They have controls to forward the request to all installed apps, including NebulaHex.
• If you cannot reach the store, contact Shopify support. They can route the deletion request through Shopify’s standard customer-data flow.

You do not need to contact NebulaHex separately for Shopify-initiated requests; the webhook flow handles them automatically.

For deletion requests not handled by the channel-specific paths above, email privacy@nebulahex.com with:

• A clear statement that you are requesting data deletion
• The email address, phone number, or username associated with the data you want deleted
• Any context that helps us locate the data (the website where you interacted with the bot, the channel used, the rough time of the interaction, the workspace name if known)
• Proof of identity (we may ask for additional verification, especially if the request is on behalf of someone else)

We do not require a specific form or template — a clear email is sufficient.

When we process a deletion request, the following data is deleted from our primary database immediately:

• Conversation messages exchanged with the bot
• Lead-capture data (email addresses, names, custom-field values)
• Visitor session identifiers
• For Meta-connected channels: incoming messages, outgoing messages, attached media, and the metadata listed in our Privacy Policy §07a
• For workspace account deletion: the workspace, all bots, all knowledge sources, all conversation history, all audit logs, and all member associations

The following data may be retained for the purposes described in our Privacy Policy §10:

• Aggregated, anonymized analytics that cannot be linked back to you
• Billing records required by applicable tax or financial-record-keeping law
• Audit log entries documenting the deletion itself (the deletion event is logged; the deleted personal data is not)

We maintain encrypted backups of the primary database for disaster recovery. When data is deleted from the primary database, the corresponding backup data is purged within 90 days through normal backup rotation. Backup data is not accessed for analytics, exports, or any purpose other than disaster recovery; in the event a backup is restored, deletion requests received in the meantime are re-applied.

Standard deletion requests are processed within 30 days of receipt, consistent with GDPR Article 12 and the Shopify mandatory webhook SLA. For most requests we complete deletion sooner — typical processing is within 5 business days.

If we cannot complete a deletion request within the 30-day window (for example, due to an active legal hold or a complex multi-jurisdiction situation), we will notify you in writing and explain the reason and revised timeline.

For deletion requests and all data-deletion-related questions: privacy@nebulahex.com.

For privacy policy questions: privacy@nebulahex.com.

For workspace or account-specific support: support@nebulahex.com.