Data Retention & Deletion Policy
In short
- You control the leads and conversations in your account and can delete a caller's data from your dashboard at any time.
- STOP records are always kept, so that people who opted out are never texted again.
- Backups age out on a fixed schedule; billing records are kept for as long as tax law requires.
This summary helps you find your way; the full text below is what applies.
1. Purpose
This policy explains what information TradeReach AI keeps, for how long, and how it is deleted. It forms part of our Terms of Service and should be read with our Privacy Policy and Data Processing Addendum.
2. What we keep and for how long
- Leads, conversations and job details (your customers' information)
- Kept while your account is open, unless you delete them or set a retention period in your dashboard. Retention periods can be set from 30 days to 10 years. Deletion of records past a retention period runs automatically every day.
- Opt-out (STOP) records
- Kept for as long as we provide the Service to your business, even after other data about that caller is deleted, so the opt-out is always honoured.
- SMS usage records
- Counts of messages and segments per billing period, without message content, kept to calculate allowances and costs and to answer billing questions.
- Account details (your name, email, business details)
- Kept while your account is open, then deleted as described under "When an account closes".
- Billing records
- Kept for at least 5 years after the transaction, as Australian tax record-keeping rules require. Card details are held by Stripe, not by us.
- Operational and security logs
- Event logs have customer personal information removed before they are stored. Security and audit records of administrative actions are kept so that we can investigate problems.
- Backups
- Database backups are kept for up to 7 days on our server and up to 30 days in a separate off-site copy, then deleted.
3. Deleting a caller's information
From your dashboard you can delete all conversations and job details for a phone number. This takes effect straight away in the live system. The deleted information disappears from backups as they age out. The caller's opt-out record, if any, is kept.
If a caller asks you to delete or correct their information, you decide how to respond as the business they contacted. We will help you to do so.
4. When an account closes
- You can ask for a copy of your leads and conversations within 30 days after your account closes.
- We delete the account's leads, conversations and account details within 90 days after the account closes, except records we must keep by law (such as billing records) and opt-out records.
- Before deleting data because a subscription has lapsed or was not paid, we will give you notice by email.
5. Requests
To ask for a copy, a correction or deletion, contact support@tradereach.net. We may need to confirm that the request comes from an authorised person for the account.