How long we keep your data, and how we delete it
Last updated: October 17, 2026
About this policy
This policy says how long Hey Customer keeps each kind of data and how it is deleted. It applies to Google and Microsoft mailboxes alike, and to any email or calendar service we add later. It is part of our Privacy Policy. Questions or deletion requests: support@heycustomer.com.
Your account data
Accounts, contacts, leads, opportunities, tickets, notes, documents, files and settings are kept while your organization exists, until you or your teammates delete them. You can export everything at any time (Configurations › Data & Privacy).
Email and calendar sync
| Situation | What happens | When |
|---|---|---|
| Mailbox connected | We keep email and meetings that involve your contacts. Other messages are never stored; their message IDs are kept for 2 days to avoid reading them twice | While connected |
| First connection | We sync the last 30 days of email and past calendar events | On connection |
| You disconnect a mailbox | We end our access (revoked at Google; for Microsoft, our tokens are deleted). You choose to keep the synced email and meetings, or delete them | Access ended immediately; deleted immediately if you choose |
| You delete synced data from a disconnected mailbox | Its synced email, attachments and meetings are deleted | Immediately |
| A mailbox stops working (access revoked or expired) | Syncing stops. We email you, and again 7 days later. If it isn't reconnected, its synced email, attachments and meetings are deleted and the mailbox is removed | Deleted 30 days after it stopped working |
| A team member is removed | Their mailbox stops syncing and our access is ended. Its synced email, attachments and meetings are deleted | Access ended immediately; deleted after 30 days |
| Subscription cancelled or trial expired | All syncing stops. Data is kept so you can resubscribe | Sync stops immediately |
| Organization deleted | Everything is deleted, including synced email and meetings, and our access to every connected mailbox is ended | 30 days after the deletion request |
Email that you write and send from Hey Customer, and email forwarded to your Hey Customer address, are part of your account data, not synced data.
Organization deletion
Only the account owner can delete an organization (Configurations › Data & Privacy). Deletion is scheduled 30 days out, the organization is locked, and every member is emailed. The owner can cancel any time before the date. On the date we permanently delete all of the organization's data and files, end our access to every connected Google, Microsoft and Slack account, and email the owner to confirm. We keep a minimal record that the organization existed and was deleted (its name, web address, deletion date and the number of records removed) and our staff audit log, with personal details removed. Billing records stay with Stripe as the law requires.
Other data
| Data | Kept for |
|---|---|
| Data exports | 7 days, then deleted |
| Import files | 90 days, then deleted |
| Pending invitations | Deleted 30 days after they expire |
| Rejected inbound email | 30 days |
| AI-assistant connections | Disconnected after 90 days unused; revoked tokens deleted after 7 days |
| AI report requests | Not stored by Hey Customer after the report is built |
| Error reports (Sentry) | 90 days |
| Application logs | Not stored long-term; our hosting provider keeps only a short rolling buffer |
Backups
We back up the database every 6 hours. Backups are encrypted, locked against deletion or change for 30 days, and permanently deleted after 31 days. Deleted files remain recoverable from file storage for 30 days, then are permanently deleted. So data you delete is gone from every backup within 31 days.
Requesting deletion
- Delete individual records in the app at any time.
- Disconnect a mailbox, and choose to delete its synced data, in Profile › Email Accounts.
- Delete your whole organization in Configurations › Data & Privacy (account owner).
- Or email support@heycustomer.com and we'll do it for you, within 30 days.
- You can also remove Hey Customer's access in your Google account at https://myaccount.google.com/permissions, or your Microsoft account at https://account.microsoft.com/consent.