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Deleting your account and your data

Last updated 29 October 2026

How to have Retriever (formerly Pasal) delete what it holds about you: if you run a shop, work in one, bought from one, messaged one on Facebook, Instagram, Messenger or WhatsApp, or connected ChatGPT or Claude. Some of it you can do yourself in a minute, including deleting your whole account. The rest you ask us for by email, and a person does it. You do not need a Retriever account to ask. This page also says, plainly, what Retriever keeps after a deletion, and why.

  1. 01

    Who this page is for

    Retriever uses Facebook and Instagram only to connect an account to the shop's Inbox, never to sign anybody in to Retriever. Facebook Login is used only by a shop owner, to connect a Page or a WhatsApp number, and Retriever does not keep that person's Facebook login token or read their personal profile. WhatsApp is not available to shops yet; where this page mentions it, the steps apply once it is. What Retriever stores in each case, and for how long, is set out in the Privacy Policy under Instagram, Facebook Messenger and WhatsApp.

  2. 02

    If you run a shop: disconnect Instagram, Messenger or WhatsApp

    Disconnecting deletes everything Retriever holds for that account, in one step.

    1. Sign in at retriever.com.np and open Inbox in your dashboard. Where Messenger is not offered yet, it is called Instagram inbox.
    2. If the Inbox shows more than one channel at the top, choose the one to remove.
    3. Open Inbox settings, press Disconnect, then Disconnect and remove messages. If a reply you sent in the last minute is still on its way, the Inbox asks you to wait a minute first.

    Straight away, Retriever deletes that account's messages, its customers' IDs, names and photos, product help's settings and the messages and replies it was holding, the encrypted access token, and the account's ID and name. Copies inside our encrypted backups are not edited; they expire within 35 days. If you are the owner who connected the account, Retriever then asks Meta to stop: for Instagram it withdraws Retriever's permission, for a Facebook Page it stops the Page sending messages to Retriever, and for WhatsApp it unsubscribes Retriever from your business account unless another shop on Retriever still uses it.

    Removing Retriever at Meta. You can also start from Meta's side: removing Retriever there deletes the connection in Retriever too (below). If the Inbox says Meta did not confirm a disconnect, remove Retriever in Meta's own settings:

    • Facebook: Settings, then Business integrations, then remove Retriever (it may be listed as Pasal).
    • Instagram: Settings, then Website permissions, then remove Retriever (it may be listed as Pasal-IG).
    • WhatsApp, once it is available: in Meta Business Suite, open your WhatsApp account's settings and remove Retriever from its connected apps (it may be listed as Pasal).

    Meta moves these menus from time to time, so if you cannot find one, search its settings for that name. When you remove Retriever in Facebook's or Instagram's settings, Meta tells Retriever straight away, and Retriever disconnects every Instagram account and Facebook Page that login connected, in every shop, and deletes what it holds for each, as Disconnect does. If you also ask Meta to have your data deleted, Meta gives you a confirmation code and a link where you can see that Retriever has done it. A WhatsApp number is not covered, because Meta's notice does not say which number was yours, so disconnect it in Retriever, or email us.

    If you cannot sign in, email support@retriever.com.np from the address on the account. To close your whole shop or account, see close your shop or delete your account. What stays after that is in what we keep, and why. Messages are not among it.

  3. 03

    If you messaged a shop

    A shop that uses Retriever's Inbox reads your messages there. A job that runs every hour deletes each message within a day of its turning 30 days old, drops your name, username and photo within a day of your 30th day without writing to that shop, and deletes your ID in that shop's Inbox (on WhatsApp, usually your number) once none of your messages is left. If you unsend or delete a message in the app, Retriever's copy is not removed with it; it goes with the rest once it is 30 days old. Once comment replies are offered, a comment of yours that one answered is kept the same way: its text and your ID for 30 days, or until the shop disconnects. To have your messages deleted sooner, either of these works.

    Ask the shop. The shop cannot delete one customer's conversation in Retriever itself, but it can ask us to delete yours, or remove its whole Retriever inbox by disconnecting. It also has the conversation in Instagram, Messenger or WhatsApp itself, which Retriever cannot delete.

    Or email us at support@retriever.com.np. Tell us which shop, whether it was Instagram, Messenger or WhatsApp, the name shown on your account, and roughly when you wrote. For WhatsApp, include the number you wrote from. We will delete the messages Retriever holds from your conversation with that shop, your name and photo, your ID in that shop's Inbox, and anything automatic product help was holding for you. If we cannot tell which conversation is yours, we may ask you to send that shop a short message we name, from the same account, so we can match it. For data that came from Meta, we act on your own request, as Meta's terms require, not only on the shop's.

    To stop a shop's automatic product help without deleting anything, send HUMAN in the conversation; it stays off until you send START or the shop hands the conversation back, or until you write again after 30 days without writing.

  4. 04

    If you run a shop: close your shop or delete your account

    Deleting your account. Open Settings, then Delete my account, on the web or in the iPhone app. It works for every account, and the steps are the same:

    1. Download your records first. The pane opens Backups, which gives a signed copy and an Excel workbook of your bills, khata, returns, repairs, products and customers; Billing has each month's orders. Owners are responsible for keeping their own books, and once the 30 days are over Retriever no longer has them.
    2. Confirm. Type your shop's name, and enter the 6-digit code we email to the address on the account.
    3. At once, your shop goes offline: its page, its About page and its customer page close, it takes no more orders or bookings, its bill links stop showing bills, its Instagram, Messenger and WhatsApp are disconnected and every ChatGPT and Claude connection is revoked. You and your staff are signed out on every device, and you cannot sign in again.
    4. After 30 days, we permanently delete your account and your shop with everything in it: products, orders and the customer details on them, khata, bookings, returns, repairs, payslips, the audit log, the staff list, design, settings, and the photos and files the shop uploaded, including its IRD archives.

    Changed your mind? Within the 30 days, write to support@retriever.com.np from the address on the account. We reopen the shop and you can sign in again. Inboxes and AI connections stay disconnected until you connect them again.

    Closing a shop without deleting your account. Settings, then Close this shop, typing the shop's name to confirm; the request can be withdrawn there until we act on it. Closing takes the shop offline and keeps its records. Until a shop is closed or deleted, it stays open: its page stays online and can take orders, whether or not you still use Retriever. To pause instead, hide every product in Products and switch bookings off, so nobody can order.

    If you cannot sign in, email support@retriever.com.np from the address on the account and we will do the same for you.

  5. 05

    If you work in a shop

    Leaving a shop. The shop's owner removes you in the Staff tab. That deletes your place on the roster, your access and that shop's order alerts on your devices at once. Your name on sales you rang, the shop's audit log of your sign-ins and changes, and any payslip issued to you stay in the shop's records, as the Privacy Policy explains. If the owner will not remove you, email us.

    Deleting your own Retriever account. Open Settings, then Delete my account, and confirm with the code we email you. If you can download Backups, the pane asks you to first. You are signed out at once and taken off the staff list of every shop you work in, and your account is permanently deleted after 30 days. To cancel within the 30 days, write to support@retriever.com.np. The records a shop keeps of your work stay with that shop, and payslips issued to you stay with it too, with the link to your account removed, so ask the shop for a copy, or download them first. If the shop's owner deletes their own account, that shop and its payslips are deleted 30 days later.

  6. 06

    If you bought from a Retriever shop

    Your Retriever sign-in. If you signed in on a shop to see your orders, you have a Retriever account. Email support@retriever.com.np from that address, or use Settings, then Delete my account, if you can open it. You are signed out at once, and the account, with the name, phone and address you saved to it, is permanently deleted 30 days later. After that, nothing lets you sign in and see your orders.

    Your orders, bookings and tickets. These are the shop's records, not your account's, so deleting your account does not delete them. Ask the shop first: it can correct your details, and it can delete an order that has no tax invoice number. An order with an invoice number stays as long as the shop is on Retriever, because the shop has to keep its invoices; it is deleted only if the shop's owner deletes their account. If the shop does not answer within 14 days, or has closed, email us with the shop's name and your order number and we will tell you what can be removed.

    If a shop wrote you into its khata or its repairs. You did not type those records and cannot see them, so ask the shop what it holds. For the khata, our terms require the shop to answer you within 14 days. While the shop is on Retriever, khata and repair records cannot be deleted, but a wrong entry can be corrected by a new one. If the shop does not answer, write to us and we will take it up with them.

  7. 07

    If you messaged Retriever

    Messages to @pasal.studio on Instagram, or to Retriever's own Facebook Page, are kept in a private founder inbox and deleted within a day of turning 30 days old. A record of each message our automatic replies handled is deleted within a day of turning one year old. Retriever's own inbox keeps your ID for that account, not your name, so email support@retriever.com.np with your Instagram username or Facebook name, roughly when you wrote and what about. If we cannot tell which conversation is yours, we may ask you to send us a short message we name, from the same account, so we can match it. We will delete your messages, the record of our automatic replies to you and your ID, including a pause, whether you sent HUMAN or someone at Retriever took the conversation over or answered you in person, unless you ask us to keep the pause. Messages to Retriever's support number on WhatsApp stay in WhatsApp on Retriever's phone and are not stored in Retriever.

  8. 08

    TikTok

    Retriever does not offer a TikTok inbox. One has been built but is switched off, so no shop can connect a TikTok account and Retriever holds no TikTok messages or accounts. If that changes, this page will say how to disconnect before it is offered.

  9. 09

    ChatGPT, Claude and other AI assistants you connect

    To stop an assistant reading your shop. The owner can revoke one connection or all of them in Settings → AI assistants, or switch the setting off, which stops every connection at once. A person can also remove Retriever in ChatGPT's or Claude's own settings. Staff who can edit Design can revoke connections that save looks in the same place.

    What stays. The record that a connection existed (who allowed it, for which shop and app, when, and when it ended) stays with the shop for as long as the shop is on Retriever. The record of each question (its kind, who asked and when, never the words or the answer) is deleted after three months. What the assistant already received is held by OpenAI, Anthropic or whichever company runs it, under that person's own account with them; deleting in Retriever cannot reach it, so delete those chats in the assistant itself.

  10. 10

    Retriever Desk on a computer

    Retriever Desk keeps the shop's catalog, its sales with any customer name, phone and email typed at the counter, and product photos on the computer it runs on. Signing out removes the saved sign-in but not these records, and Retriever never deletes them from the computer by itself.

    To remove them, first check in Retriever Desk that no sale is waiting to be sent, because until it is sent that computer holds the only copy. Then sign out and quit. On a Mac, delete the folder ~/Library/Containers/studio.pasal.pasalDesk (it holds the database and the photos), remove the items named Pasal Desk (or studio.pasal.desk, on an older install) in Keychain Access (they hold the saved sign-in and the counter PIN), then delete the app. On Windows, uninstall Retriever Desk, which leaves its records behind, then delete the folder %APPDATA%\studio.pasal\Pasal Desk (the database) and the folder %LOCALAPPDATA%\Pasal Desk (the saved sign-in and the counter PIN). Retriever Desk keeps product photos in a folder called photos inside your Documents folder: delete it, or, if you keep photos of your own there, only the files whose names are long codes ending in .jpg. Delete pasal_desk.db in Documents too, if an older version left one there. Records already sent to Retriever are deleted, or kept, as the rest of this page says.

  11. 11

    What we keep, and why

    Deleting is not always possible, and we would rather say so here than in a reply to you. While a shop is on Retriever, these stay. When its owner deletes their account, the shop's own records below go with it after 30 days, so the owner, who is responsible for keeping the shop's books, should download them first. After that, only Retriever's own records stay: what the shop paid us for its plan and the invoices we issued, letters from IRD and the shop's IRD permit history, our staff's notes about the shop, and one admin log line saying the account was deleted at the owner's request. None of these hold the shop's customers.

    • Tax invoices and the records around them. An order with a tax invoice number, returns, repairs, khata entries and bills cannot be deleted, by the shop or by us. Nepal's electronic billing rules require a shop's billing records to be kept complete, and its VAT rules require records to be kept for six years, so a mistake is corrected by a new entry, never by erasing the old one. The yearly archive Retriever makes of a shop's books is kept for at least six years after the fiscal year ends, unless the owner deletes their account first.
    • Payslips. Never edited or deleted, because Nepal's labour rules require wage records to be kept. A correction is a new slip.
    • The shop's audit log of sign-ins, counter PIN use and changes to tax records, for the same billing rules.
    • Payments to Retriever. What a shop paid us for a plan, when and the invoice we sent, as our own tax record, including the payer's name and email address on each plan payment. These stay even after the shop and its owner's account are deleted.
    • Our admin log. A line for every account or shop deleted (when an owner deletes their own account: that it was deleted at the owner's request, the date and the shop's ID, with no customer details), and every change support makes to an account, so we can answer for it later. It has no end date.
    • Meta deletion requests. The confirmation code, when it arrived and finished, and how much was removed, for a year, so the status link keeps working. A coded form of the Meta ID is deleted after a day.
    • Backups. Copies of the database and stored files made before your deletion stay in our encrypted backups for up to 35 days, and copies of the database in Supabase's own daily backups for up to 7. We do not edit them, and we open them only to restore Retriever after a failure.

    None of these is used for anything else. If you think one of them should not be kept in your case, say so and we will look at it.

  12. 12

    What happens after you ask

    We reply within 5 working days to say we have your request and whether we need anything else, and we finish it within 30 days. If something makes that impossible, we tell you why before the 30 days are up. These are the same times our Privacy Policy gives for every request. Copies inside our encrypted backups are not edited; they expire within 35 days.

    What deleting in Retriever cannot reach. Instagram, Messenger and WhatsApp keep every conversation under Meta's own policies, and the shop can still see it there. Deleting a conversation in your own app usually removes it only for you. An order you placed on a shop's website is a separate record: if you bought from a Retriever shop, above, says what can and cannot be deleted from it.

    Retriever is operated by Retriever Labs Pvt. Ltd., Bhaktapur, Nepal. Questions go to support@retriever.com.np, where a person reads them.

This is written in plain language so it is easy to read. If anything is unclear, email support@retriever.com.np and a person will answer. The other pages in this set are the Terms of Service, the Privacy Policy, the Acceptable Use Policy, the Refunds page, the list of companies that help us run Retriever, and how to have your data deleted.