Data Deletion Instructions

Last updated: September 15, 2026

Twaali provides controls for deleting an individual social-account connection and accepts verified requests to delete a complete Twaali account and its associated data. The effect of deletion depends on what you choose to delete, as explained below.

1. Delete or disconnect a social account

To delete a Facebook, Instagram or other supported social-account connection from Twaali:

  1. Sign in to Twaali.
  2. Open Channels.
  3. Select the relevant account, page or profile.
  4. Choose Delete/Disconnect account and confirm.

After confirmation, Twaali deletes the selected connection, its stored access and refresh tokens, and associated authorisation data from its operational database. Twaali then stops using that connection.

Disconnecting a social account does not, by itself:

  • delete your complete Twaali user account;
  • delete other connected social accounts;
  • necessarily delete drafts, media or publishing-history records retained separately in Twaali; or
  • delete posts already published on a social platform.

You may also revoke Twaali’s access through the settings provided by the relevant social platform. Revocation on the platform alone may not delete data already retained in Twaali. To delete Twaali’s retained copy, use the relevant deletion control in Twaali or submit a request to privacy@twaali.com.

2. Delete content retained in Twaali

Where the relevant control is available, you may delete a post, draft, image, video or other content item from Twaali. This removes Twaali’s retained copy in accordance with the applicable deletion process.

Deleting content from Twaali does not automatically delete a copy already published on Facebook, Instagram or another social platform. To remove a published post, delete it directly on the social platform or intentionally use a supported Delete from social account/page function in Twaali before disconnecting the account.

If you use a copy function to create another version of a post within Twaali, that copy is a separate content record and must be deleted separately if you no longer want Twaali to retain it.

3. Request complete deletion of a Twaali account

Twaali does not currently provide a complete self-service account-deletion button in the user dashboard. To request deletion:

  1. Email privacy@twaali.com from the email address associated with your account.
  2. Use the subject Twaali Account Deletion Request.
  3. Include your username or the email address associated with the account.
  4. Do not send your password, access tokens or payment-card information.
  5. We may request reasonable verification to protect the account from unauthorised deletion.

If you own a team, you must first transfer ownership to another eligible member or request deletion of the team and its data. We may not complete deletion of an owner’s account while an active team still depends on that ownership.

4. Data covered by complete account deletion

Subject to the verified scope of the request and applicable legal obligations, deletion or irreversible de-identification covers:

  • the Twaali account and profile data;
  • social connections, access and refresh tokens, and authorisation data;
  • drafts, scheduled posts and content records retained by Twaali;
  • images, videos and other files stored in Twaali;
  • team and membership data after ownership and related rights have been resolved;
  • security, support or operational personal data that is no longer required; and
  • other personal data that we are not legally required or otherwise lawfully permitted to retain.

Deletion of a Twaali account does not delete posts or other material already retained by independent social platforms. Those platforms control their own copies under their own terms and privacy policies.

5. Data we may retain

We may retain limited information where and for as long as reasonably necessary to:

  • comply with tax, accounting or other legal record-keeping duties, including invoices and transaction records;
  • comply with a court order or lawful request;
  • prevent fraud, abuse or security threats;
  • establish, exercise or defend legal claims; or
  • document that a deletion request was received and completed.

Where possible, retained information is restricted, minimised or de-identified and is not used for unrelated purposes.

Deleted data may remain temporarily in protected, rotating backups until the relevant backups are overwritten or expire under our operational schedule. Data retained only in backups is not restored or used for ordinary operations unless required for disaster recovery, security or law, and it will remain subject to the deletion cycle.

6. Timing, verification and confirmation

We acknowledge a deletion request and carry out any reasonably necessary identity or authority verification. We process a valid request without undue delay and within the period required by applicable law, normally within one month under UK data-protection law. The period may be extended where legally permitted for a complex request, in which case we will inform you.

After completion, we send confirmation to the email address associated with the account or another address whose ownership has been verified. If we cannot delete particular information, we will explain the applicable reason where required by law.

7. Meta platform data

These instructions apply to data obtained through Facebook and Instagram connections. You can delete the relevant connection inside Twaali, revoke Twaali through the settings provided by Meta, or submit a deletion request by email.

If Twaali receives a valid deauthorisation notice or data-deletion request through a Meta mechanism configured for the service, we process the relevant connection data in accordance with the request, applicable law and Meta’s requirements.

8. Related documents

9. Contact

Deletion and privacy requests: privacy@twaali.com
Service support: support@twaali.com

Controller:
KEYZSOFT LTD
Company number: 14394329
Registered office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom