Which of these are you?

Copperline is used by plumbing and electrical companies to run their work. That means there are three different situations, and they go to different places. Read the one that applies to you.

You have a Copperline sign-in

If you are an engineer, an office worker or an owner at a company that uses Copperline, you can delete your own account yourself, at any time:

1. In the Copperline Field App: Me, then Your profile, then Delete my account.
2. In the Copperline One app, or Copperline One on the web: More, then Delete account.
3. In the Copperline Console: your initials at the foot of the side bar, then Delete my account.

You confirm it with your password, or by signing in again. It happens at once. Removed: your sign-in, your name, email address, phone number and photograph, the location your phone last reported, and your phone's permission to report anything more.

Kept by your company: the jobs, notes, invoices, certificates and money you worked on. They are your company's records, which it has to keep, so they stay under “Former team member”.

If you are the company's only owner, you choose first: hand the company to somebody on your team, who becomes the owner, or ask us to close it. We close a company within thirty days, send you a copy of its records first, and tell your team.

If you cannot sign in at all, email privacy@usecopperline.com from the address on your account and we will do it for you.

You are a customer of a company that uses Copperline

If a plumber or electrician came to your home or premises and they use Copperline, then they hold your details, not us. They decided what to record about you and how long to keep it. We only process it on their instructions.

1. Ask the company directly. Contact whoever you booked the work with and ask them to delete your details. They can do it themselves in Copperline, and they are the people the law requires to answer you.
2. If you cannot reach them, write to us at privacy@usecopperline.com. Tell us the company's name and roughly when the work happened. We will pass your request to them and help you get an answer.

We will not delete a company's records on your say-so alone, and we would be wrong to: we cannot verify from the outside that a request is really yours, and those records may be a gas safety certificate or an invoice they are required to keep.

You are a company using Copperline

We are the controller of your account, so this one is ours to do.

1. Delete individual records yourself. Customers, jobs, messages and people can be removed from inside the product by anyone with the right access.
2. To close the account and remove everything, email privacy@usecopperline.com from an address on the account, saying which company you are and that you want it deleted. We may ask one question to confirm it is really you.
3. Ask for an export first if you want one. Once it is deleted we cannot get it back for you.

What we delete, and when

We action a verified request within thirty days, and usually a good deal sooner.

• Account and contact details, jobs, sites, messages, documents, photographs and voice recordings held for that account.
• Media downloaded from WhatsApp and stored on our servers, which we hold because WhatsApp itself deletes it after seven days.
• Access for every person on the account.

What we keep, and why:

• Records the law requires us or you to keep for a period, such as invoices and certain safety certificates. We keep those for as long as required and no longer.
• Backups, which are deleted on their own rota rather than reached into. Nothing is restored from a backup into live use once a deletion has been actioned.
• Anonymous, aggregated counts that cannot identify anybody.

Disconnecting WhatsApp

If you connected your WhatsApp Business account, you can withdraw our access at any time, from inside Copperline or from Meta Business Manager. That stops us sending or receiving on your behalf immediately.

It does not delete the messages already in your account, because those are your record of what was said to your customers. Delete them here, or ask us to delete the account, if that is what you want.

If you are not satisfied

Write to us at privacy@usecopperline.com and we will look at it again. You can also complain to the Information Commissioner's Office at ico.org.uk.

Business Growth Insight Ltd (company number 15370177), 260 South Lane, New Malden, London KT3 5RN.