Delete your NexaVella account

What is deleted

Your business data: customers, appointments, services, products, staff accounts, invoices to your clients, settings, messages and AI assistant content. This cannot be undone once the deletion is carried out. If you want a copy first, sign in and use Settings → Your data → Export my data.

What is kept

• NexaVella's own billing and invoice records (business name, billing address and country, invoice numbers, amounts, dates, payment references), kept for at least 7 years, or longer where tax law requires. We keep them, and the account record, in a reduced form for that purpose. Stripe also keeps its own records under its legal obligations.
• SMS consent and opt-out records (phone number, when consent was given and when the person opted out, how consent was collected, and which wording was shown), kept to defend legal claims: each slim SMS send and opt-out record (no message text) for 4 years after that message, and the consent records for 4 years after deletion or the last consent or opt-out activity, whichever is later.

Messages, AI assistant chats and call logs and transcripts are deleted together with your account (the slim SMS send and opt-out record above has no message text). Login and security logs are not part of the business data and follow a separate rule: they are kept for about 12 months. Backup copies age out within about 35 days after deletion. Copies held by our service providers (Twilio, OpenAI, AWS, Stripe, Sentry) are deleted or expire under their own retention, and your Twilio sub-account data is closed when the account is deleted. We may keep data longer where needed to resolve an open billing matter, refund or dispute, or where the law requires it.

See the Privacy Policy for the full retention table.

How long it takes

• After you confirm, there is a 7-day window in which you can change your mind and cancel the deletion.
• Once the 7-day window has passed, deletion is carried out. We complete deletion within 30 days of your request, unless the law requires or allows us to keep it longer or we cannot complete it yet - in that case we will contact you.
• Requests sent by email to support@nexavella.com go through the same 7-day window and are acknowledged within 10 business days.

What deleting does to your plan and payments

• Lifetime, complimentary and trial plans keep working during the 7-day window; a paid subscription billed through Stripe is cancelled immediately.
• Any active Stripe subscription is cancelled immediately. There is no refund of the unused part of the period you have paid for.
• Any prepaid credit balance is forfeited.
• If you are on the Lifetime plan, you lose the Lifetime plan.
• Subscriptions bought through the Apple App Store or Google Play are not cancelled by deleting your account. Cancel them in your App Store or Google Play subscription settings.
• The Stripe account your business uses to take payments from its own clients belongs to you. Close it yourself in Stripe if you no longer need it.

Request deletion

Enter the email address of the account owner. We will email a confirmation link; nothing is scheduled until the owner opens the link and confirms.

Other ways

You can also sign in and go to Settings → Your data → Delete my account, in the website or the mobile app. Questions, or want to cancel a request made on this page? Email support@nexavella.com.

Staff and managers

Staff and manager logins are deleted together with the business account. If you are a staff member or manager and want your own account removed, ask the account owner or email support@nexavella.com.