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Data deletion instructions

Last updated 14 October 2026

How to have Pasal delete what it holds about you after you used it with Facebook, Instagram, Messenger or WhatsApp. A shop owner can do most of it in a minute from the Inbox. Anyone who messaged a shop, or messaged Pasal, can email us and we will do it. You do not need a Pasal account to ask.

  1. 01

    Who this page is for

    • People who messaged a shop that uses Pasal, on Instagram, Messenger or WhatsApp.
    • People who messaged Pasal itself, on Instagram at @pasal.studio or on Pasal's Facebook Page.
    • Shop owners who connected an Instagram account, a Facebook Page through Facebook Login for Business, or a WhatsApp number to their shop's Inbox.

    Pasal uses Facebook and Instagram only to connect an account to the shop's Inbox, never to sign anybody in to Pasal. Facebook Login is used only by a shop owner, to connect a Page or a WhatsApp number, and Pasal does not keep that person's Facebook login token or read their personal profile. WhatsApp is not available to shops yet; where this page mentions it, the steps apply once it is. What Pasal stores in each case, and for how long, is set out in the Privacy Policy under Instagram, Facebook Messenger and WhatsApp.

  2. 02

    If you run a shop: disconnect

    Disconnecting deletes everything Pasal holds for that account, in one step.

    1. Sign in at pasal.studio and open Inbox in your dashboard. Where Messenger is not offered yet, it is called Instagram inbox.
    2. If the Inbox shows more than one channel at the top, choose the one to remove.
    3. Open Inbox settings, press Disconnect, then Disconnect and remove messages. If a reply you sent in the last minute is still on its way, the Inbox asks you to wait a minute first.

    Straight away, Pasal deletes that account's messages, its customers' IDs, names and photos, product help's settings and the messages and replies it was holding, the encrypted access token, and the account's ID and name. Copies inside our encrypted backups are not edited; they expire within 35 days. If you are the owner who connected the account, Pasal then asks Meta to stop: for Instagram it withdraws Pasal's permission, for a Facebook Page it stops the Page sending messages to Pasal, and for WhatsApp it unsubscribes Pasal from your business account unless another shop on Pasal still uses it.

    Removing Pasal at Meta too. If the Inbox says Meta did not confirm, or you want to be sure, remove Pasal in Meta's own settings:

    • Facebook: Settings, then Business integrations, then remove Pasal.
    • Instagram: Settings, then Website permissions, then remove Pasal (it may be listed as Pasal-IG).
    • WhatsApp, once it is available: in Meta Business Suite, open your WhatsApp account's settings and remove Pasal from its connected apps.

    Meta moves these menus from time to time, so if you cannot find one, search its settings for that name. Removing Pasal only at Meta stops new messages reaching Pasal, but it does not delete what Pasal already holds, so disconnect in Pasal as well, or email us.

    If you cannot sign in, or want your whole Pasal account or shop closed, email support@pasal.studio from the address on the account. Closing a shop is not automatic, and some business records, such as numbered invoices, are kept for the reasons the Privacy Policy gives. Messages are not among them.

  3. 03

    If you messaged a shop

    A shop that uses Pasal's Inbox reads your messages there. A job that runs every hour deletes each message within a day of its turning 30 days old, drops your name, username and photo within a day of your 30th day without writing to that shop, and deletes your ID in that shop's Inbox (on WhatsApp, usually your number) once none of your messages is left. If you unsend or delete a message in the app, Pasal's copy is not removed with it; it goes with the rest once it is 30 days old. To have your messages deleted sooner, either of these works.

    Ask the shop. The shop cannot delete one customer's conversation in Pasal itself, but it can ask us to delete yours, or remove its whole Pasal inbox by disconnecting. It also has the conversation in Instagram, Messenger or WhatsApp itself, which Pasal cannot delete.

    Or email us at support@pasal.studio. Tell us which shop, whether it was Instagram, Messenger or WhatsApp, the name shown on your account, and roughly when you wrote. For WhatsApp, include the number you wrote from. We will delete the messages Pasal holds from your conversation with that shop, your name and photo, your ID in that shop's Inbox, and anything automatic product help was holding for you. If we cannot tell which conversation is yours, we may ask you to send that shop a short message we name, from the same account, so we can match it. For data that came from Meta, we act on your own request, as Meta's terms require, not only on the shop's.

    To stop a shop's automatic product help without deleting anything, send HUMAN in the conversation; it stays off until you send START or the shop hands the conversation back, or until you write again after 30 days without writing.

  4. 04

    If you messaged Pasal

    Messages to @pasal.studio on Instagram, or to Pasal's own Facebook Page, are kept in a private founder inbox and deleted within a day of turning 30 days old. A record of each message our automatic replies handled is deleted within a day of turning one year old. Pasal's own inbox keeps your ID for that account, not your name, so email support@pasal.studio with your Instagram username or Facebook name, roughly when you wrote and what about. If we cannot tell which conversation is yours, we may ask you to send us a short message we name, from the same account, so we can match it. We will delete your messages, the record of our automatic replies to you and your ID, including a pause, whether you sent HUMAN or someone at Pasal took the conversation over or answered you in person, unless you ask us to keep the pause. Messages to Pasal's support number on WhatsApp stay in WhatsApp on Pasal's phone and are not stored in Pasal.

  5. 05

    What happens after you ask

    We reply within 5 working days to say we have your request and whether we need anything else, and we finish it within 30 days. If something makes that impossible, we tell you why before the 30 days are up. These are the same times our Privacy Policy gives for every request. Copies inside our encrypted backups are not edited; they expire within 35 days.

    What deleting in Pasal cannot reach. Instagram, Messenger and WhatsApp keep every conversation under Meta's own policies, and the shop can still see it there. Deleting a conversation in your own app usually removes it only for you. An order you placed on a shop's website is a separate record, and the Privacy Policy explains what can and cannot be deleted from it.

    Pasal is run by Retriever Labs Pvt. Ltd., Bhaktapur, Nepal. Questions go to support@pasal.studio, where a person reads them.

This is written in plain language so it is easy to read. If anything is unclear, email support@pasal.studio and a person will answer. The other pages in this set are the Terms of Service, the Privacy Policy, the Acceptable Use Policy, the Refunds page, the list of companies that help us run Pasal, and how to have your data deleted.