Account deletion

1. Deleting is not the same as cancelling

Cancelling the subscription ends billing at the close of the current cycle and keeps the account in read-only mode for 30 days so you can export everything. Only after that period is the data anonymised.

Deleting the account is a different thing: it erases the account and its content immediately and irreversibly, with no recovery window and no 30-day export period.

If all you want is to stop paying, cancel. Deletion is for when you want the data to cease to exist.

2. Who can delete

Deletion is an act of the account holder — the owner of the company workspace. It ends access for every user linked to that account, not only for whoever clicked.

A team member who simply wants to leave can have their own user removed by the holder, in user management, without the company account being deleted.

3. How to delete your account

The request is made inside the platform, in a few steps:

• Open the account settings and find the delete account option;
• Give the reason for deleting — we use it only to improve the product — and, if you like, a free-text comment;
• Confirm with your current password and, if two-factor authentication is enabled, with the 2FA code;
• Type the word EXCLUIR to confirm.

4. Why we ask for the password and 2FA again

You are already signed in, but we ask for the password once more because this action cannot be undone. It is what stops someone with momentary access to your computer from erasing the whole company's survey base.

For the same reason we require you to type the confirmation word: an accidental click should not be enough.

5. Before deleting: export your data

There is no recovery after confirmation, and we keep no courtesy copy in case of second thoughts.

Export everything that matters in Excel, CSV or PDF — responses, dashboards, contacts, reports — before finishing. Creating a new account afterwards restores nothing: it is a blank account.

6. The subscription is cancelled automatically

Unlike other products, you do not need to cancel first here: deletion itself cancels the subscription with the payment provider as its first step, so no charge outlives the account.

There is no pro-rata refund of the period already paid — deletion is your decision, not a termination on our side.

7. What is erased

Deletion is permanent and cannot be undone. The following are erased for good:

• All surveys, invitations and the history of sending events;
• All respondents' answers, with scores, comments and categorisations;
• Imported contacts and the import history;
• Sentiment analyses, identified topics and feedback tags;
• Follow-up notes written by your team about respondents;
• Generated export files, removed from storage before the rows that point to them;
• Billing details held in the account.

8. What is anonymised rather than erased

Users and the account do not disappear from the database: they are anonymised and deactivated. The name becomes a generic marker, the email is replaced by an invalid address, phone and authentication secrets are cleared and sessions are dropped.

The difference matters and is not a dodge: erasing the whole row would break the accounting and audit records the law requires us to keep. Anonymisation is irreversible — the data ceases to identify you, under article 12 of the LGPD — and solves both at once.

Survey consent records also remain, but unlinked from the user who collected them.

9. What is kept, for how long and why

We keep a minimal record of the deletion itself, because the law requires it or because the right of defence depends on it:

10. About the anti-fraud marker

Before erasing, we capture a technical marker of the account — derived from data that is about to disappear — so we can recognise the same origin in future sign-ups.

It only records; it denies nothing. The account is being deleted either way, and the marker serves a decision about a later sign-up, not this deletion.

That processing rests on the legitimate interest (article 7, IX of the LGPD) in protecting the platform against free-trial abuse and repeated account creation.

11. Respondents' answers are your responsibility

As for the contacts you import and the answers they send, you are the controller and WiseData acts as processor. Deleting the account erases that data from our systems, but it does not end the obligations you owe those data subjects.

If a respondent asks us directly for deletion, we forward the request to you rather than acting on our own — that is what article 39 of the LGPD requires of a processor.

12. How long it takes

Deletion runs at the moment of confirmation, in a single transaction: either everything is erased or nothing is — there is no half-deleted account. Access ends at once and the session is invalidated.

We send a confirmation email to every user of the account as soon as the process finishes. It is the last message you receive from us.

13. If you have lost access to your account

If you can no longer sign in and therefore cannot reach the deletion option, use the public privacy request form.

We will need to confirm that you really are the data subject before erasing anything — asking for that proof is an obligation under article 18 of the LGPD, not distrust.

Open a privacy request

14. Your other rights

Besides deletion, you may request confirmation of processing, access, correction, anonymisation, portability and information about sharing, under article 18 of the LGPD.

All of those requests go through the same public channel, which issues a tracking number and works even for those who have already closed their account:

Open a privacy request