Data deletion

This is a translation provided for convenience. The legally binding redaction is the Russian one, published at ezgusavdo.uz/ru/legal/data-deletion. In case of any discrepancy, the Russian text prevails.

This document forms an integral part of the Privacy Policy and sets out how data is deleted for users who contacted shops connected to the EzguSavdo service.

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1. Who this applies to

1.1. EzguSavdo provides shops with an AI assistant that talks to customers in messaging channels: Telegram, Instagram Direct and a web widget on the shop’s site.

1.2. If you wrote to a shop through one of these channels, the Service processed your conversation on that shop’s behalf. This procedure lets you request the deletion of that data. The procedure for customers is set out in sections 2–4.

1.3. If you are the owner or a member of staff of a shop connected to the Service, the procedure for deleting your account and the shop’s account is set out separately, in section 5. Sections 2–4 do not apply to it.

2. What gets deleted

2.1. On request the following is deleted:

• your channel account identifier (Instagram-scoped ID, Telegram ID or web widget session ID);
• the username and display name received from the channel;
• the conversation history with the assistant: your messages and the assistant’s replies;
• details stored in the conversation (for example, a delivery address or contact phone you provided), unless they form part of a placed order.

2.2. Information about placed and paid orders is not deleted. Those are accounting and tax records, and the shop is required to retain them for the period set by the legislation of the Republic of Uzbekistan. Once the identifier is deleted, such records contain nothing that links an order to your messaging account.

2.3. Voice messages are not stored: they are transcribed to text on arrival and the audio file is not kept. Deleting the conversation also deletes the transcription.

3. How to submit a request

3.1. Through Instagram. Revoke the app’s access in your Instagram settings: “Settings and privacy” → “Apps and websites” → select the app → “Remove”. Instagram will automatically send us a data deletion request, and it will be processed without any further action from you.

3.2. In writing. Send a request to i@ezgupro.uz with the subject “Data deletion”. State the channel (Instagram, Telegram or website), your account name in that channel and the name of the shop you were talking to. We need these details to locate and delete your data specifically.

3.3. Through the shop. You may contact the shop you were talking to directly. The shop acts as the controller of your data and can delete the conversation itself from its admin panel.

4. Timelines and confirmation

4.1. Requests arriving automatically from Instagram are executed immediately on receipt.

4.2. Written requests are reviewed within 30 (thirty) calendar days of receipt. If clarification is needed to fulfil the request, we will ask in reply.

4.3. For an automated Instagram request the Service issues a confirmation code — a unique request identifier. It is returned to Instagram together with the link to this page. The code is not in itself a statement of what was deleted; if you have questions about the request, quote the code in an email to i@ezgupro.uz and we will check it against the processing log.

4.4. Deletion is irreversible. A deleted conversation cannot be restored, including at your own later request.

5. Deleting a shop account: for owners and staff

This section is addressed to shop owners and to staff who have access to the admin panel. It covers deletion of a shop’s account in the Service, not of a customer’s conversation.

5.1. Who may submit a request

5.1.1. A shop account may be deleted by its owner — the person who registered the account and created the shop. Deletion affects the entire shop, which is why it is available to the owner only.

5.1.2. A member of staff (an operator) added by the owner under “Team” cannot delete the shop. They may:

• ask the owner to close their access under “Team”;
• or submit a written request as described in clause 5.3.

5.1.3. An account that was registered but never got as far as creating a shop is deleted by its owner in the same way, from the shop creation screen.

5.2. How to delete the account in the app

5.2.1. The feature is available directly in the EzguSavdo mobile app for shops (application id store.ezgu.merchant), with no need to contact support:

1. open the app and sign in to your account;
2. go to “Настройки” (Settings) in the bottom navigation bar;
3. scroll to the “Удаление аккаунта” (Account deletion) section;
4. tap “Удалить свои данные” (Delete my data) — a summary of the consequences opens;
5. read the list of consequences and type the word УДАЛИТЬ (“DELETE”) in the confirmation field;
6. tap “Удалить аккаунт и магазин” (Delete account and shop).

5.2.2. The request is executed immediately, with no waiting period and without contacting support. Right after confirmation the app ends the session and returns you to the sign-in screen.

5.2.3. Confirmation is requested twice — as a separate screen listing the consequences, and as a typed confirmation word. This is so that an account cannot be deleted by an accidental tap.

5.3. Alternative route: website and email

5.3.1. If you have lost access to the app (a forgotten password, an unavailable phone or Telegram account), send a request to i@ezgupro.uz with the subject “Shop account deletion”.

5.3.2. State the shop name, the owner’s login or email, and the phone number linked to the account. We need these details to satisfy ourselves that the request comes from the owner, so that a shop is not taken offline on someone else’s word. We may ask for further proof of ownership.

5.3.3. A request may also be sent through the contacts page on ezgusavdo.uz — it reaches the same mailbox.

5.4. What happens to the data of the account, the shop and its staff

5.4.1. When the request is executed, access and shop operation stop immediately:

• the shop is switched off: the AI assistant stops replying to customers in every connected channel, the public catalog and the QR-code link become unavailable, and new orders are no longer accepted;
• sign-in is closed for all of the shop’s accounts — the owner’s and those of every member of staff added under “Team”;
• active sessions on all devices are revoked: previously issued access tokens stop working;
• automatic subscription renewal stops and no further charges are made to a stored card.

5.4.2. Registering again with the same email, phone number or Telegram account becomes unavailable. The sign-in identifiers are retained on the deactivated account precisely in order to give effect to the deletion and to prevent a new account being created on the former details.

5.4.3. Deletion is irreversible and cannot be undone from the app. Access can only be restored following a separate request to support and at the Operator’s discretion.

5.4.4. If you additionally need the personal data of the owner and staff (name, email, phone, Telegram identifier) to be anonymised, send a separate written request as described in clause 5.3. It is fulfilled within the period stated in clause 5.6, except for information the Operator is required by law to retain.

5.4.5. Deleting particular data without deleting the account. Deleting the whole account is not required. Without leaving the Service you can, in the admin panel:

• delete products — individually or the entire catalog;
• delete the shop’s knowledge base documents;
• delete addresses and pickup points;
• disconnect connected channels and integrations, which also deletes the access tokens stored on our side;
• close an individual member of staff’s access under “Team”.

For any other information you wish to delete without closing the account, submit a request as described in clause 5.3.

5.5. What is retained, and for how long

5.5.1. Deleting the account does not delete the shop’s business history. The following are retained:

• placed and paid orders and their line items;
• customers’ conversations and messages with the assistant;
• payments, invoices, subscriptions and the ledger of settlements with the Operator;
• the admin panel action log, including the record of the account deletion itself.

5.5.2. This information constitutes accounting, tax and financial records, and also data of customers who made no deletion request of their own. It is retained for the period set by the legislation of the Republic of Uzbekistan, after which it is destroyed or anonymised.

5.5.3. A shop’s customer may independently request deletion of their conversation under sections 2–4 of this document. Deleting a shop’s account neither replaces nor limits that right.

5.5.4. Technical logs and backups are handled as set out in section 6.

5.6. Processing timelines

5.6.1. A request submitted in the app under clause 5.2 is executed immediately upon confirmation.

5.6.2. A request submitted in writing under clause 5.3 is reviewed within 30 (thirty) calendar days of receipt. If clarification is needed to confirm ownership of the account, we will ask in reply, and the period runs from receipt of your answer.

6. Backups and logs

6.1. Data is removed from the Service’s live database immediately when the request is executed.

6.2. Database backups are retained for a limited time and overwritten on a schedule. Data disappears from backups as they rotate; a backup is not restored on purpose in order to delete again, and backups are not used to serve conversations.

6.3. The Service’s technical logs may contain request identifiers and error codes. They do not contain conversation text and are retained for a limited period in line with the Privacy Policy.

7. Contact

EZGUPRO LLC Email: i@ezgupro.uz

On matters relating to the processing of personal data, and if you disagree with the outcome of your request, you may contact the authorised personal data protection body of the Republic of Uzbekistan.