Data Deletion Request

This page explains how to make a deletion request. What we keep and why is in the Privacy Policy, and its legal counterpart is the KVKK Data Protection Notice.

First: which one are you

Lunachat holds data about two different groups, and who handles your request depends on which one you are.

• Someone with a Lunachat account. You opened a workspace or were added to a team as an agent. We are your point of contact.
• Someone who messaged a business. You wrote to a company through the chat box on their site, their WhatsApp line or their Instagram account. That data is controlled by the business, not by Lunachat. We only store it on their behalf.

If you have a Lunachat account

Email kvkk@lunachat.co from the address registered on your account and tell us you want it deleted. It has to come from the account's own address so we can confirm the request is yours.

When a workspace is closed, all of the following is deleted:

• Conversations, messages and uploaded files
• Contact records, visitor sessions, IP and location data
• Team members, roles and account details
• Connected channels and stored connection credentials

You do not need to close the workspace to remove one person: deleting a contact record in the panel also removes that person's conversations, visitor sessions and location data.

If you messaged a business

Send your request to that business first. They decide why the data is processed and how long it is kept; we cannot delete rows from a business's records on our own initiative.

If you cannot reach them, email kvkk@lunachat.co. So we can route the request correctly, tell us which business you were messaging and the phone number, email address or Instagram username you used.

If you connected a Facebook or Instagram account

If you connected a Meta account to Lunachat, you can disconnect it at any time. Disconnecting the channel in the panel ends Lunachat's access to that account. To remove the access from Meta's side as well, use Settings › Business integrations in your Facebook account.

Disconnecting does not delete messages that already arrived through that channel. If you want those deleted too, request it using the steps above.

How long it takes

Requests are completed within 30 days at the latest. Data deleted from the application is gone immediately; clearing it from daily backups takes up to 14 days, because backups are kept for 14 days and then destroyed automatically.

What is not deleted

We are required to keep invoice and payment records for the period set by tax legislation. These records contain no chat content, only company name, amount and date.

Contact

Deletion and information requests: kvkk@lunachat.co. For anything else, use our contact page.