Skip to content
Tobren DeliverTobren Deliver Docs

Data, privacy & deletion

You can export the data we hold for you at any time, and request its deletion. This page explains how each works, how long things take, and what’s kept for legal and tax reasons.

You’ll find these tools under Privacy & data:

  • Customers: open the account menu and choose Privacy & data.
  • Studio staff: Privacy & data in the left navigation, for your own account.
  • Workspace admins: Settings → Privacy & data, for the whole workspace.

Exporting your data

Section titled “Exporting your data”

Data export is fully automated — you request it and we email you a download link.

  1. On your Privacy page, click Request export.
  2. We build the file in the background (usually within an hour) and email you a download link — you don’t have to wait on the page.
  3. Past exports appear in a short history list with their date and a Download button.

What’s in the export: a JSON file of your account data.

  • For a customer, that’s the information tied to your account (your profile, orders and purchases, gallery access, and favourites).
  • For a workspace admin, an export covers your workspace’s records — team and customer accounts, shoots, media details, orders, and billing history.

What’s not in the export: the photo and video files themselves. Those stay available for download from your galleries in the app; the export is your account data, not your media library.

The exported file is kept for 14 days, then it’s gone — just request a fresh export if you need it again. Both the link in the email and the Download button in your export history keep working for that whole 14-day window.

Requesting deletion

Section titled “Requesting deletion”

If you want your data erased, use Request data deletion on the same Privacy page and click Confirm deletion request.

  • The request is logged and whoever handles it is notified (see below). Deletions are actioned by hand so they can be coordinated with your billing period and the retention rules below — they aren’t automatic.
  • We follow up at your account email, and we aim to complete every request within 30 days, in line with privacy regulations (GDPR/CCPA).
  • Once a request is open you’ll see a pending banner, and you don’t need to submit it again.

Who handles which request:

  • A customer deletion request goes to the workspace (studio) you’re a customer of — they hold your customer data, so they action it.
  • A workspace deletion request (closing down your whole workspace) is handled by the Tobren team. Only a workspace admin can make one.

Staff accounts: if you’re an admin or team member, the deletion request isn’t offered for your own account — removing yourself that way could orphan the business’s data. To stop working with a studio, use Leave this workspace on the same Privacy page, or have an admin remove you from Team members & roles.

What’s deleted vs. kept

Section titled “What’s deleted vs. kept”

When a customer deletion is actioned:

  • Deleted: galleries that were shared with you alone, your gallery access and favourites, your activity history, and — if you’re not a customer of any other studio on Tobren — the personal details on your account.
  • Kept: orders, purchases and payment records, because they are financial and tax records. Where your personal details are removed, those records stay but no longer name you.

This matches what happens when a workspace cancels: its data is kept for a retention window (30 days by default), after which its media and activity history are deleted while its orders, billing and usage records are kept, with personal details removed, for 7 years, after which they are deleted too. For the workspace’s team, a short record is kept: each member’s email and name, the workspace’s name and address, their role, the plan, and when they were active. Other account details (phone, addresses, saved sign-in methods) are removed.

That record is kept until someone asks for it to be erased. When a deletion request is actioned — a customer’s own request, a workspace’s request (before or after its data was deleted), or a former team member asking us to forget them (contact us; their staff account has no deletion button of its own) — nothing of that record is kept. Only a one-way, keyed fingerprint of the email address is kept, and only if that address had a free trial or a paid workspace, so the address can’t be read back, but a repeat free trial can still be recognised. See the Account & billing FAQ for the cancellation timeline.

What’s next

Section titled “What’s next”