1. Send a deletion request
Email [email protected] with the subject “DokaanDM data deletion request.” Requests are handled by Zeeri Labs, Dharan, Nepal. You do not need to sign in to read these instructions or email us.
- Identify your account or record. If you have a DokaanDM account, send the request from your registered email and include your business name. For a connected account, include the Facebook Page name or Instagram username and its ID if you know it.
- Tell us what you want removed. Specify your personal account, an entire workspace you own, data from a particular channel, or a particular customer record. Tell us whether the request also includes closing the account.
- Provide enough context to find the data. If you are a shop’s customer, include the shop name and the phone number or social handle you used with it. Avoid sending message contents or sensitive documents unless we explain why they are needed.
Never send your password, Meta access token, payment-card details, or government identification in your initial request. If verification is needed, we will explain a proportionate way to do it.
This button opens your email application with a suggested message. Nothing is submitted until you send the email. You can also write to the address above from any email service.
For shop customers and team members
If you bought from or messaged a shop using DokaanDM, contact that shop first: it is responsible for its customer records. You may also email us, and we will help route the request to the responsible shop. A staff member may request removal of their own information, but cannot authorize deletion of a business workspace merely by belonging to it.
2. Disconnect a channel and revoke Meta access
- As the shop owner, sign in to DokaanDM, open Settings → Channels, choose the connected account, and select Disconnect.
- In Facebook settings, find Business Integrations, select DokaanDM, and remove its access. Meta’s menu names may vary. Review the relevant Instagram connection settings as well if applicable.
- Email us if you also want previously stored information deleted. Specify the Page or Instagram account and the records covered by your request.
Disconnecting is not deletion. DokaanDM stops using a disconnected channel in the workspace, but past conversations, customers, and orders remain. Removing Meta access does not by itself erase those stored records.
Deleting information from DokaanDM does not delete messages or accounts on Facebook or Instagram, or copies held by message recipients. Use Meta’s own controls for information held by those services.
3. What a request can cover
Subject to verifying your identity and authority, a request can cover:
- Your DokaanDM account: account profile details, authentication records, and access to the service.
- A workspace you own: connected channels and tokens, stored messages and attachment references, customer profiles and notes, orders, products, reminders, and associated team and activity records.
- Stored Meta data: Page or Instagram connection information, access credentials, imported conversation data, participant identifiers, and related records within the agreed scope.
- A customer’s information: identifying details and related records in the responsible shop’s workspace, including derived customer statistics or COD labels where relevant.
We delete or anonymize records covered by an approved request, except where retention is permitted or required by law. We assess related records so that deleting one record does not leave identifying copies elsewhere within the request’s scope. We will explain any effects on the remaining workspace before acting where needed.
4. Verification, timing, and confirmation
We review the request, verify identity or authority where necessary, and confirm the scope. Verification may include an email confirmation or coordination with the workspace owner. We will not delete another person’s records solely because someone supplies a name or phone number.
We handle requests without undue delay and within any deadlines required by applicable law. We will tell you the expected completion time after reviewing the scope and any verification needed. If a request is complex, requires the shop’s instructions, or needs additional time permitted by law, we will explain the reason and revised timing.
We confirm the outcome by email, including the records deleted or anonymized and any information retained with the reason for retaining it. Deletion requests currently use this support process; the app does not offer automatic self-service account deletion.
5. Limits, backups, and retained records
Some information may need to be kept to meet legal recordkeeping obligations, resolve a dispute, prevent fraud, or establish or defend legal claims. A shop may have an independent obligation to retain an order or financial record. These exceptions do not justify retaining every record, and we will explain a relevant exception when responding.
Where backup copies exist, deletion may follow the applicable backup rotation schedule rather than happen immediately in every copy. Retained copies remain subject to access restrictions. We will explain relevant backup-related timing and retention limits as part of the response.
Closing an owner’s workspace can affect its team’s access and business records. Before requesting deletion, arrange any copies of records you are lawfully entitled or required to keep. Once records are permanently deleted, we may not be able to restore them.
6. Follow up or ask a question
Reply to your request email or write to [email protected] with the original subject and any reference we provide. For a broader explanation of data collection, sharing, retention, and your rights, read our privacy policy.
- Operator
- Zeeri Labs
- Contact address
- Dharan, Nepal
- Privacy and deletion requests
- [email protected]