Delete your account

1. Before you start

• Your plan ends with the store. Deleting the store uninstalls Strathly from your Shopify store, which ends its Shopify subscription at once: nothing more is charged, and deleting does not refund the period already paid. If you were charged in the last 14 days, ask us for a refund first: under our refund policy any charge is refunded in full within 14 days of it. If Strathly still shows in your Shopify admin (Settings › Apps) afterwards, uninstall it there, so Shopify stops billing it.
• Unused extra conversations stay linked to your Shopify store: if that store connects to Strathly again, they come back. A store that never connected Shopify loses them. If you bought some in the last 14 days, you can ask for a refund first (refund policy).
• Want a copy of your conversations? Ask us before you delete: once deleted, they can't be recovered.
• Owners with a team: the store needs an owner, so make an admin the owner first (Settings › Account › Transfer ownership). The store, its conversations and its data then stay with your team, and only your account is deleted.

2. Delete your account

1. Sign in to the dashboard at app.strathly.com on a computer or in your phone's browser. In the iOS app, Settings › Open the web dashboard takes you there.
2. Open Settings › Account and choose Delete my account.
3. Type your store's name to confirm, then press Delete account.

For your security, if you signed in a while ago we may ask you to log out and log in again before deleting. Deletion happens at once and signs you out everywhere, including the iOS app. The data leaves our database right away and our encrypted backups within 30 days, as they are replaced.

3. What is deleted

• Your account: name, email, password hash, sign-in sessions, notification settings and the push tokens of your iPhones.
• If you are the only person on the store: the store and everything in it, right away: the catalog and knowledge we imported, the answers you taught Ivy, her settings, the widget, every conversation and shopper detail, analytics, invites and the billing history kept in Strathly, and the logo and photos you uploaded. The subscription is cancelled and the app uninstalled from your Shopify store, so the chat stops on your storefront.
• If you are a teammate: you lose access to the store. The replies and notes you wrote stay in its inbox, because they belong to the store's conversations.

4. What is kept, and why

• Nothing about your payments in our database. The payment, bill and tax records of what you paid are kept by Shopify, which billed you, for as long as the law requires it to, under its own policies.
• The trial record of the store: its Shopify domain, when its free trial started and how much of it was used, so that the same shop gets one free trial, and the balance of its extra conversations. It holds no names, emails or conversations.
• Emails you sent us, for 24 months after our last exchange, or as long as the law requires for one that concerns a contract or a claim.

The privacy policy lists how long we keep each kind of data.

5. Remove only the store

Uninstalling Strathly in your Shopify admin (or disconnecting Shopify in Settings › Integrations, which uninstalls it) takes Ivy off your storefront at once and ends your Shopify subscription. 48 hours later Shopify asks us to erase the store: we then delete all of its data. Your login stays until you delete your account as described above.

If you reinstall within those 48 hours, your store comes back as it was.

6. Can't sign in?

Reset your password from the log-in page first. If that doesn't work, or you would rather we do it, email us from the address of your account. We confirm it is you, delete the account and its store data, and tell you when it is done, within one month at the latest.