Data Deletion Instructions

This page explains how to remove Tola's access to your connected accounts and how to request deletion of data Tola holds. It is written for two audiences.

• Businesses that use Tola and have connected a channel such as a Facebook Page, an Instagram professional account, or a WhatsApp Business number.
• People who messaged a business that uses Tola, and want their messages removed.

If you contacted a business through Facebook, Instagram or WhatsApp and want your data removed, see the final section: the business you contacted controls that data, and we act on their instructions.

Deleting the inbox is the fastest way to stop Tola receiving any further data from a connected account. To do this:

• Sign in to Tola and open Settings, then Inboxes.
• Select the inbox for the Facebook Page, Instagram account or WhatsApp number you want to disconnect.
• Open the inbox settings and choose to delete the inbox, then confirm.

When an inbox is deleted, Tola unsubscribes the application from that account's webhooks, so no new messages are delivered to us, and the stored access tokens for that channel are destroyed along with the inbox record.

Deleting an inbox does not by itself erase the conversations already received. To remove those as well, follow the request process below.

You can also revoke access from Meta's side, which works independently of anything you do in Tola. Meta changes these screens from time to time, so treat the following as a guide rather than exact wording.

• Facebook: open your Facebook settings, go to the section listing business integrations or apps and websites, find Tola, and remove it.
• Instagram: open your Instagram settings, go to the section listing apps and websites or connected tools, find Tola, and remove its access.
• WhatsApp Business: open Meta Business Manager, go to the WhatsApp Accounts section for your business, and remove Tola from the connected applications for that WhatsApp Business Account.

Revoking access at Meta immediately invalidates the access tokens Tola holds for that account. Tola can no longer read or send messages for it.

To have the data Tola already holds erased, send a request to admin@tola.com.np from the email address associated with your Tola account, and tell us:

• the name of your Tola account or workspace;
• which channels or inboxes the request covers, or that it covers the whole account;
• whether you want the entire account deleted, or only the data for specific connected accounts.

We acknowledge requests within 5 working days and complete verified deletion requests within 30 days. If we need more information to verify that you are entitled to make the request, we will ask before acting.

Account administrators can also delete an entire Tola account from the account settings screen, which removes the workspace and the data within it.

A deletion request covering a connected channel removes the data Tola holds for it, including:

• the access tokens and channel configuration for the connected Facebook Page, Instagram account or WhatsApp number;
• conversations and messages received through that channel, including attachments and media Tola stored;
• contact records created from people who messaged you through that channel, together with the profile name and picture supplied by Meta;
• internal notes, labels and assignment history attached to those conversations.

Backups are retained on a rolling schedule and are overwritten in the ordinary course. Data may persist in backups for a short period after deletion from the live system, and is not restored into the live system once deleted.

We may retain a limited record where the law requires it, for example billing records needed for tax purposes. Such records are kept only for as long as the relevant obligation lasts.

Where a business uses Tola to handle its Facebook, Instagram or WhatsApp conversations, that business decides what happens to those messages. Tola stores and processes them on the business's instructions, as its processor.

The most direct route is to contact the business you messaged and ask it to delete the conversation. It can do so from within Tola.

You may also write to us at admin@tola.com.np. We will pass the request to the relevant business and assist it in responding, but we cannot erase a customer's data on our own initiative.

For any question about deletion, or to make a request, contact admin@tola.com.np, or write to Tola Technology Pvt. Ltd., Triratna Marga, Buddhanagar-10, Kathmandu, Nepal, marked for the attention of the Data Protection Officer.

Our full data handling practices are described in the Privacy Policy at https://www.tola.com.np/privacy-policy.