Retention Principles
We retain personal data only for as long as reasonably necessary for the relevant purpose, taking into account contractual, legal, security, accounting, dispute-resolution and regulatory requirements.
Retention Matrix
| Data type | Purpose | Retention period | Deletion trigger | Legal exception |
|---|---|---|---|---|
| Account data | Account administration and service delivery | Active account term plus 30 days after closure | Account closure and end of the 30-day recovery window | Legal, tax and accounting obligations may extend retention. |
| Customer Content | Service delivery | Active contract term plus 30 days after termination | Contract termination and completion of the 30-day export window | Governed by the applicable customer agreement and DPA. |
| Support data | Providing customer support | 24 months after the support matter is resolved | Resolution of support matter and expiry of the 24-month period | May be retained longer where relevant to a dispute. |
| Security logs | Security monitoring and abuse prevention | 12 months on a rolling basis | Expiry of the rolling 12-month window | May be retained longer where relevant to an investigation. |
| Billing records | Billing administration, accounting and tax compliance | 7 years after the relevant transaction or as required by law | End of the applicable statutory retention period | Retention required under applicable accounting/tax law. |
| Marketing records | Sending marketing communications | Until opt-out, or 24 months after the last meaningful interaction | Withdrawal of consent, opt-out or expiry of the 24-month inactivity period | — |
| Cookie consent records | Demonstrating consent compliance | 5 years, or until consent is renewed or withdrawn | Withdrawal, renewal or expiry of the 5-year consent record | — |
| Backups | Business continuity and disaster recovery | 35 days on a rolling basis | Expiry of the rolling backup cycle | Backup retention determined by infrastructure provider capabilities. |
| Deleted accounts | Residual data following account deletion | 30 days after deletion request, then securely purged | End of the 30-day post-deletion grace period | Legal, tax and accounting obligations may extend retention. |
Customer Content
Retention and deletion of Customer Content are also governed by the applicable customer agreement and Data Processing Agreement.