Data deletion

Published by: AvanceAI LLC
Version: 2026-07-26.1
Last updated: July 26, 2026

This page describes the actual routes to disconnect integrations and request data deletion in AVA by Avance, operated by AvanceAI LLC (Utah, USA).

Registered business address: <PLACEHOLDER: Utah registered business address>
Privacy: privacy@avance.ai · Support: support@avance.ai

Important: there is no self-service account-deletion button in the product. There is also, as of this version, no self-service data export / portability feature. The general processing policy is at /en/privacy.

Path 1 — Disconnect an integration

What this path does

You can revoke AVA’s access to an external provider without deleting your account or contact database.

How to do it

  1. In AVA: Settings → Integrations, and disconnect the relevant integration.
  2. In Google: manage access on Google’s Third-party access page (apps with access to your account).
  3. In Facebook / Meta: Settings → Apps and Websites, and remove or revoke the app’s access.

What is deleted and what is not

In general:

  • Yes: the connection and stored credentials / tokens associated with that integration are removed.
  • No: this path does not delete the CRM contact database or the business’s messaging history.

Deliberate asymmetries (read carefully):

Google Ads (disconnect)

In addition to revoking the refresh token at Google and deleting the local OAuth session, AVA deletes that location’s Ads residual data: google_ads_account_bindings, google_ads_campaigns, and google_ads_event_actions.

Google Calendar (disconnect) — when the integration is available

Only the OAuth session and tokens are removed. AVA retains imported appointment records (calendar_events) and the sync log (google_calendar_sync_log). Disconnecting Calendar does not erase appointments already imported into the CRM.

Path 2 — Remove the app on Facebook (Meta data-deletion callback)

Who can trigger it

Only the OAuth grantor — the business admin who connected a Facebook Page — can trigger Meta’s data-deletion callback by removing the app on Facebook.

What this callback deletes exactly

When the callback fires, AVA deletes only rows in facebook_login_sessions for the grantor’s Meta user_id — that is:

  • that person’s grant;
  • their user and Page tokens; and
  • Instagram account metadata associated with that connection.

What it does not delete

This callback does not erase the customer’s CRM contact database, the business’s messaging history, or other tenant data. It is not CRM deletion.

Request status

AVA stores the confirmation code in facebook_data_deletion_requests. You can check status at:

https://app.avance.ai/deletion-status?code=<uuid>

Unknown or malformed codes receive the same neutral not-found response.

Path 3 — Delete an entire account or location

How to request it

Send a verified request to privacy@avance.ai. There is no self-service deletion button in the product.

Avance will verify the requester’s identity and authority (for example, that the requester is an authorized admin of the account or location).

Timelines and lifecycle

After verification, the account or location enters the cycle active → pending_deletion → purged:

  • Grace period (~30 days): while the state is pending_deletion, login and API access remain available. Restore is possible only through Avance support; there is no self-service restore.
  • Hard purge: when the grace period ends, a daily job performs definitive deletion (purged) across Postgres, S3, DynamoDB, and Pinecone. Because the job runs once per day, purge completion may lag the end of the grace window by up to about one day. For that reason we do not promise that hard purge finishes “within thirty (30) days” of verification: the grace window is ~30 days and purge follows afterward, subject to that cron lag.
  • Backups: automated RDS backups are purged on normal rotation within up to thirty (30) days.

Scope

This path deletes data for the requested account or location within the tenant/location scope, subject to the retention exceptions and the de-identified audit exception described below.

Contacts are not deleted in routine product operation — only as part of tenant/location deletion, or through support-operated individual erasure serving a data-subject request (Path 4).

Path 4 — Individual data-subject requests (people who messaged a business)

Who the individual is on this path

If you messaged a business that uses AVA via WhatsApp, Facebook, Instagram, or another channel, you do not have an AVA account and cannot use the Meta deletion callback described in Path 2.

Whom to contact

The business is generally the controller. Direct your inquiry (consulta) or complaint (reclamo) to the business first.

Avance acts as processor: it will carry out erasure or minimization instructed by the controller and will assist so responses can be given within Law 1581 of 2012 timelines:

  • Inquiry (consulta): up to ten (10) business days;
  • Complaint (reclamo): up to fifteen (15) business days, subject to legally permitted extensions.

You may also email privacy@avance.ai; we forward or coordinate with the responsible customer as appropriate.

What is deleted versus retained

Deleted (depending on the applicable path)

  • Credentials and tokens for disconnected integrations (Path 1); and, on Google Ads disconnect, also the residual rows in google_ads_account_bindings, google_ads_campaigns, and google_ads_event_actions.
  • OAuth grant, user/Page tokens, and Instagram metadata of the grantor in facebook_login_sessions (Path 2) — not the CRM.
  • Account or location data after a verified request and after the grace period ends (Path 3), subject to exceptions.
  • Data of a specific contact when support executes individual erasure on the controller’s instruction or a coordinated data-subject request (Path 4).

Retained on Calendar disconnect (when available)

calendar_events and google_calendar_sync_log records remain in the CRM after Google Calendar is disconnected; only the OAuth session and tokens are removed.

Not deletion: the “forgotten” control

The forgotten control hides and minimizes a contact. It does not delete the contact. Do not present or use it as equivalent to erasure.

Retention exceptions

May be retained when necessary:

  • invoices and tax records;
  • fraud and abuse evidence;
  • legal hold;
  • aggregated de-identified analytics.

Audit exception (de-identified)

audits and contact_lifecycle_audits records are retained in de-identified form as evidence that deletion occurred.

Operational retention schedule (reference)

Webhook payload archives

90 days.

Notifications

30 days (dismissed: 7 days).

WhatsApp connectivity events

90 days.

Integrations-health events

90 days.

Integration runtime events

730 days.

RDS backups

30 days.

Data already sent to Meta or Google Ads

Data already transmitted to Meta or Google Ads cannot be recalled by AVA. None of the paths above undo those sends. Use Meta’s and Google’s own controls and channels.

Details of what is sent (including unhashed IP and user-agent to Meta Conversions API): /en/privacy.

Contact

privacy@avance.ai · support@avance.ai · security@avance.ai