1. Two ways to request deletion
Either route deletes the same data. Use whichever suits you. You do not need to have the app installed to make a request.
Option A - in the Cadence app or web dashboard
This is the fastest route. Delete my data takes effect immediately. Close my account has two differences: before your account closes, Cadence prepares a final export of all your data for you to download, and after you close you have 30 days to change your mind (see section 3). The close starts once you have downloaded that export, or 72 hours after it is ready, whichever comes first - so you always leave with a copy.
- Open the Cadence app on Android, or sign in at app.gettingcadence.com.
- Go to Settings → Account → Danger zone. You must be signed in as the account owner; team logins do not see this option.
- Tap Delete my account.
- You will be asked to confirm, including typing the phrase DELETE EVERYTHING exactly.
The same screen also offers Pause your account, which is the reversible option. Pausing stops your Cadence billing and stops every message Cadence sends for you, but keeps your data, your phone number and your connections, so you can pick up where you left off. Pausing deletes nothing. If you want your data gone, choose Delete or Close, not Pause.
Option B - by email, including if you have uninstalled the app
Email support@gettingcadence.com with the subject Account deletion request, from the email address on the account. Tell us:
- the email address you sign in with, and your business name; and
- whether you want your data deleted or the whole account closed (see section 4 - closing the account is the option that also removes your login record).
We will confirm your identity by replying to the address on file, then process the request. If we cannot match the request to an account we will tell you rather than guess.
You have 30 days to change your mind after closing your account. When you close your account, we email you a restore link. Until the date in that email, opening the link brings your account back exactly as it was: the same sign-in and password, your data, your phone number and your connections, and your customers' memberships carry on renewing. After that date the deletion runs and cannot be undone. If you might want any of your data later, keep the final export.
Delete my data on its own has no waiting period and no recycle bin. Once it runs, your contacts, conversations, jobs, estimates, photos and documents are gone from Cadence and we cannot restore them.
2. What gets deleted
A deletion request erases the business data in your Cadence account across every part of the platform that holds it:
- Contacts. Every contact record you hold in Cadence, including names, phone numbers, email addresses, addresses, tags and custom fields, and any contact groups you created.
- Conversations and calls. All text and email message history, and all voice-call records.
- Connected messaging accounts. Any connected Gmail or Outlook mailbox, Facebook Page or Instagram account, and WhatsApp Business number - including the stored access and refresh tokens for those connections, so they can no longer be used to reach your accounts. Also deleted: your notification settings, the push-notification tokens for any device you signed in on, and the link between a social-media sender and the contact they were matched to.
- Jobs and estimates. Every job and estimate, together with the job notes, line items, job photos, attached documents and payment links that hang off them, and your saved price book of services, assemblies and pricing.
- Calendar. Appointments, availability and booking settings, and any connected Google or Microsoft calendar - including the stored access tokens for those connections.
- Sequences and campaigns. Every automation, every enrolment, and every campaign with its recipient list and the message text that was merged for each recipient.
- Reviews. Review requests and results, and connected Google Business Profile and Facebook accounts, including their stored access tokens.
- Memberships and service plans. Plans, memberships, visit history, customer portal payment records, and the record of any membership your voice agent offered a customer.
- Location and tracking. Every en-route tracking session and every GPS position recorded during it. See section 3 for how quickly live location stops.
- Templates and documents. Your message and document templates, any signature request that was not completed, and the stored PDF files of documents that were never completed - those files are deleted from storage, not just unlinked; completed signed documents are kept as described in section 4.
- Your website. Any Cadence-built site, together with its published pages, logo, hero image and gallery images.
3. How long it takes
- In-app "Delete my data": immediate. The deletion runs the moment you confirm. It is not queued and there is no waiting period.
- In-app "Close my account": 30 days, then permanent. Cadence first prepares a final export of all your data. The close starts once you confirm after downloading that export, or once 72 hours have passed since it was ready. On the day you close, your account stops: nobody can sign in, your public pages say you no longer take requests through Cadence, your Cadence billing stops, and your customers' memberships stop renewing. Thirty days later we take your phone number off your account, disconnect your calendar, mailbox, review and QuickBooks connections, remove your email sending domain, turn off your domain's auto-renew (we email you how to transfer it; it is yours), and then erase everything listed in section 2. Restoring within the 30 days stops all of this.
- Live location stops immediately. Location is only ever collected while an en-route job is active, and it stops the moment the session ends or is deleted.
- Email requests: within 30 days, and normally within a few business days of us confirming your identity.
- Backups: up to 30 days. Deleted data can persist in encrypted operational backups until those backups age out of rotation. Backups are used only to restore the service after a failure, and are never used to bring a deleted account back.
If your customers have memberships
When you close your account, each customer with an active membership gets one message from your business name: that you are no longer taking payments through Cadence, that their plan will not renew, and the date after which nothing more will be charged. Their membership ends at the end of the period they already paid for. If you restore your account within 30 days, their memberships carry on renewing as before and they get no further message. A customer who had already cancelled stays cancelled. Thirty days after closing, any membership still running is cancelled. While your account is paused, memberships keep renewing as normal and customers can still pay invoices you already sent them.
4. What we keep, and why
A small amount of information survives a deletion request. Each item below is kept for a specific legal or safety reason, is kept for a defined period, and is not used to keep serving you.
- Text-message consent records - 7 years. When someone gives or withdraws consent to receive texts, we record that consent, when it was given, and which type it covered. US telemarketing rules (TCPA) and the mobile carriers' A2P 10DLC programme require the sender to be able to prove consent for messages that were already sent, and a claim can be brought years after the fact. These records are kept for 7 years from the date of consent and are then deleted automatically. They are used only as proof of consent - never to message anyone.
- Completed e-signature records - 7 years. When a customer signs a document through Cadence, we record who signed, when, from what IP address and browser, the consent text they agreed to, and a cryptographic fingerprint (SHA-256 hash) of the exact document. That record is what makes a signed document hold up if it is ever disputed, so both the record and the signed PDF itself are retained for 7 years from signature and then deleted automatically - a signed document is evidence of what was agreed and cannot be produced later if we discard the document but keep only a description of it.
- Service-plan membership consent records - 7 years. When a customer enrols in a recurring service plan, we record who agreed, when, from what IP address and browser, the exact plan terms and consent wording they were shown, and a cryptographic fingerprint (SHA-256 hash) of that wording. US automatic-renewal laws require a business to be able to prove that a specific person was shown specific terms and affirmatively agreed to a recurring charge before it was made - California requires that proof to be kept for at least 3 years, or 1 year after the plan ends, whichever is longer - and a chargeback or complaint usually arrives after the plan has been cancelled. These records are kept for 7 years from the date of consent and are then deleted automatically. The membership itself, and the customer's payment details, are deleted with the rest of your data - what remains is the evidence of consent, not the plan or the card.
- Accepted estimates - 7 years. When a customer accepts an estimate, the record of what they accepted, when and how is kept for 7 years, for the same reason as signed documents, and is then deleted automatically. Your customer can still open an estimate they accepted, read-only.
- Paid invoices and receipts - 7 years. When your account is erased, invoices your customers paid and their receipts are kept for 7 years, as tax and accounting law expects, and are then deleted automatically. We keep only what the invoice says (the name, amount, date and lines); notes, photos and addresses are erased. Your customer can still open a paid invoice or receipt, read-only. Payments are also recorded in your own Stripe account, which belongs to your business and stays with you after you leave Cadence.
- Security and audit records. We keep an append-only log of security-sensitive actions on an account - including the deletion request itself - so that we can investigate account takeover, fraud and abuse. These entries record what happened and when, not the contents of your customer data.
- Billing and payment records. Cadence does not store your card details; payments are handled by Stripe, our payment processor. Records of payments you made to Cadence stay with Stripe and with our accountants for as long as tax law requires. To close your Stripe billing relationship, see section 5.
- A phone number we provisioned for you - up to 180 days. If Cadence provided a business phone number, we take it off your account 30 days after you close (or when your subscription ends), hold it for up to 180 days, and then release it back to the carrier, replying to anyone who texts it to say the business is no longer reachable there. This stops your former customers' messages from silently disappearing, or from landing with a stranger who is issued the number next. No message content is retained.
- Duplicate-message guards - up to 30 days. To stop the same text being sent or recorded twice, we keep a short-lived list of message reference codes - the identifier our system or the phone carrier assigned to a message, and nothing else. There is no message content, phone number or contact in these records. They are kept because a carrier can re-send its notification of a message hours or days later: if we deleted these guards with the rest of your data, a late re-send could recreate a message we had just erased. They are deleted automatically after 30 days.
- Aggregate and de-identified information. Counts and totals that can no longer be linked to you or to any individual - for example how many accounts used a feature in a month - are not deleted, because they are no longer personal information.
Things that are deleted automatically, whether or not you ask
The section above is about what survives a deletion request. This one is the opposite: a limit that applies even if nobody ever asks us for anything.
- AI phone-call transcripts - 400 days. When our AI answers a call for a business, we keep a written transcript of the conversation so the business can see what was said and what was booked. There is no audio recording. Each transcript, and the record of the call it belongs to, is deleted automatically 400 days after the call ends. That is a little over a year, chosen so that a transcript is still available if the same conversation comes up at the following year's visit, and no longer. Deleting the business's account removes them immediately, as described above; the 400-day limit applies regardless, which matters because the person on the call is usually not the account holder.
- Payment card numbers are removed before a transcript is stored. If a caller reads out a card number or a card security code, it is detected and masked out of the transcript before the transcript is written down. The masking is one-way and no copy of the original is kept anywhere. Cadence does not take card payments over the phone, and callers should not be asked for card details on an AI call.
5. Your subscription and phone number
Deleting your data only does not cancel your subscription. Closing your account cancels your Cadence subscription on the day you close, and nothing more is charged. Choosing only Delete my data does not cancel it, and billing continues through Stripe until you cancel it separately.
Restoring within 30 days starts a new subscription on the same plan and card. Before or alongside a data-only deletion, cancel your plan in Settings → Billing, which opens the Stripe billing portal - or choose Close my account in section 6, which cancels it for you. If you believe you have been charged after requesting deletion, email support@gettingcadence.com and we will refund it.
6. Deleting your data but keeping the account
The two requests are separate, and the in-app Delete my account flow asks you to choose one before it asks you to confirm:
- Delete my data. Everything in section 2 is erased and you keep an empty account you can sign in to and start again with. It does not close your login, and it does not cancel your subscription - see section 5.
- Close my account. Your account stops on the day you close, your Cadence subscription is cancelled, and everything in section 2 is erased 30 days later, together with your login and every team member's login. Until then, the restore link we email you brings it all back. Choose this in the app: Settings → Account → Danger zone → Delete my account → Close my account. It first prepares a final export of all your data for you to download; once you have downloaded it, or 72 hours after it is ready (whichever comes first), you confirm and the 30 days begin. Your password and two-factor secret stay in our records only as an inert, unusable login nobody can authenticate with again once the erasure runs; see section 4 for what else is retained and why. If you no longer have the app installed, you may instead write to support@gettingcadence.com and we will do this for you within 30 days.
7. If you are a customer of a business that uses Cadence
If you received a text, an appointment reminder, an estimate or a review request from a local business that uses Cadence, that business - not Cadence - decides what customer information it holds, and Cadence processes it on their behalf. You have two routes:
- To stop messages immediately, reply STOP to any text. That takes effect at once and needs nothing else from you.
- To have your details deleted, contact the business directly, since it is their record. If you cannot reach them, or you do not know which business it was, email support@gettingcadence.com with the phone number or email address that was contacted and we will identify the business and pass on your request, or action it ourselves where we are required to.
Note that a record of your opt-out is retained - see section 4 - specifically so that you are not messaged again.
If you spoke to an AI assistant when you rang a business, a written transcript of that call is kept for the business to read. There is no audio recording, any card number or security code you read out is masked before the transcript is stored, and the transcript is deleted automatically 400 days after the call whether or not anyone asks. To have it removed sooner, use either route above.
8. Questions
Email support@gettingcadence.com. For the full picture of what we collect and why, see our Privacy Policy.