Delete Your Account

1. Which Kind of Deletion Do You Need?

Two different things are often described as "deleting an account". Please be clear about which you want:

If you are unsure, ask for the business to be archived first. You can always request permanent deletion later, but you cannot reverse it.

2. Why Deletion Is Not Self-Service

We deliberately do not put a "delete everything" button in the interface. Three reasons:

• The records are statutory. Your workspace holds GST invoices, books of account and payroll records that you may be legally required to produce during an assessment or audit. Deleting them in a moment of frustration can leave you unable to meet an obligation.
• The deletion is total. Your data lives in a dedicated database schema. Deleting a workspace drops that entire schema. There is no per-record undo and no recycle bin.
• It affects other people. A workspace usually has staff users, and its records describe customers, suppliers and employees. One person clicking a button should not silently erase data that several people rely on.

3. Before You Request Deletion

Once deletion runs, we cannot retrieve anything for you. Please work through this list first:

4. How to Request Deletion

Step 1 — Send us the request

Raise a request through any of these channels:

• Our contact form
• A support ticket from inside the app, under category General or Billing
• Email to services@digitalmatty.com with the subject line "Account Deletion Request"

Step 2 — Include these details

We cannot act on an incomplete request. Please provide:

• The registered business name and the email address on the account
• Your name and role in the business
• Whether you want the business archived or permanently deleted
• Whether you want a final backup supplied to you before deletion
• The reason for the request (optional, but it helps us confirm nothing can be resolved another way)

Please send the request from the email address registered on the account. A request from an unrecognised address will take longer, because we will have to verify it separately.

Step 3 — We verify who you are

Only the registered owner of the business can authorise permanent deletion. A staff user, an accountant, or an employee cannot delete the workspace, even with wide permissions inside the app. We will confirm your identity and your authority to make the request before proceeding, and we may ask you to confirm the request a second time from the registered email address.

Step 4 — An administrator carries out the deletion

Deletion is executed by an authorised administrator through a restricted internal tool. This permission is limited to a small number of senior staff and is not available to general support agents. Every deletion is logged — the business name, who performed it, when, from which IP address, the stated reason, and a summary of what was removed.

5. How Long It Takes

You can cancel at any point before the deletion runs by replying to your request thread. Once it has run, it cannot be cancelled or reversed.

6. What Gets Deleted

Permanent deletion removes the entire database schema belonging to your business. That includes:

From our central records we also delete:

• Your subscription, subscription items and stored payment method references
• Support tickets raised by the business
• Audit logs and backup logs for the business
• Password reset tokens for all users of the business
• The login accounts of all staff users attached to the business

7. What Is Not Deleted

Be aware that a workspace deletion does not erase absolutely everything:

• The owner's login is preserved. By default the account of the person who created the business is kept and simply unlinked from it, so you can still sign in and start a new workspace. If you want your personal login deleted too, say so explicitly in your request and we will remove it as a separate step.
• A deletion log is retained. We keep a record of the deletion itself — business name and email, who performed it, when, the IP address and a summary of what was removed. This is our audit evidence that the deletion was authorised and carried out, and we keep it after the data is gone.
• Backups age out on their own schedule. If a backup was taken before deletion, your data may persist in that backup until it is rotated out. It is not restored or accessed except in a disaster-recovery scenario.
• Records held with third parties. Payment records held by our payment processor, and data held by any bank feed provider you connected, are governed by their own retention policies. We will tell you who to approach if you want those removed.
• Records we must keep by law. See the next section.

8. Statutory Retention

Some records cannot be deleted on request, because Indian law requires them to be preserved. In broad terms, GST law requires records to be retained for 72 months (six years) from the due date of the annual return, and the Companies Act, 2013 requires books of account to be kept for eight financial years.

Where a retention obligation applies, we will keep the minimum necessary and nothing more, and it will be held in restricted storage rather than remaining live in the application. We will tell you which categories are affected when we confirm your request.

These obligations generally fall on you as the business, not on us. Please take your own advice on what you must retain before asking us to delete anything.

9. Subscription and Billing

• Deleting your account does not automatically refund fees already paid. Please see our Terms of Service.
• Cancel your subscription before requesting deletion, so no further charge is raised while the request is being processed.
• Any outstanding balance remains payable.
• Download your subscription invoices before deletion — they are removed along with the account.

10. If You Are Not the Account Owner

If you are a staff user and want your own login removed, ask the owner of the business to remove you from the app's user management screen. They can do this themselves without contacting us.

If you are a customer, supplier or employee of a business that uses SW_Billing and you want your personal details removed from their records, you must contact that business directly. They control that data; we only host it on their behalf. We will support them in acting on your request, but we cannot delete their records without their instruction. This is explained further in our Privacy Policy.

11. Your Rights

Under the Digital Personal Data Protection Act, 2023 you have the right to have your personal data erased where we no longer need it and no legal obligation requires us to keep it, and to withdraw consent as easily as you gave it. This page describes how to exercise that right on this platform.

If a deletion request is refused or delayed, we will tell you why in writing. You may escalate to us using the contact details below, and then to the Data Protection Board of India if you remain dissatisfied.

12. Contact

Related reading: Privacy Policy · Terms of Service · Contact Us