Data Deletion Policy

1. How to close your account

From Settings → Delete account, while signed in. You will be asked for your password (unless your account has none, because you only ever signed in with Google) and asked to confirm once more. Deletion happens immediately when you confirm — there is no waiting period, and no way to undo it afterward. If you are not sure, cancel out and come back to it later.

An account with the admin role cannot be deleted this way; another admin has to remove that role first.

2. What happens the moment you confirm

• Every device is signed out, including the one you used to delete the account.
• If you have a running subscription, it is cancelled. You are not charged again.
• What you made is deleted — not hidden, not flagged, actually removed from our database and file storage: every conversation and its messages, uploaded and generated files, projects, the memory a model had learned about you, your onboarding survey answers, and any public share links, which stop working immediately.
• What identifies you is cleared from the account record itself: your name is replaced, your email is replaced with an address nobody can send to, your password is replaced with one nobody — including us — knows, and two-step sign-in and your linked Google sign-in are both turned off.

Because your email is freed up the moment this happens, you (or anyone else) can sign up again with the same address right away. It will be a new, separate account.

3. What stays, and for how long

A small set of records survive, attached to an account that no longer has your name or email on it — only the fact that an account once existed, used what it used, and paid what it paid:

• Your payment and invoice history.
• Your subscription history.
• Any extra usage you bought past a plan limit.
• Your usage history — which models or media you used, and when (not the content of your chats, which is already gone — just the record that usage happened).
• Your Stripe customer reference, so a payment dispute can still be looked into on Stripe’s side if needed.

This is kept for up to 2 years from the day you closed the account, for reasons that benefit both you and us, and that most billing systems handle the same way:

• Fraud and chargeback defense — if a payment on your account is disputed as fraudulent after you have deleted the account, we still need the record of what was charged and what it paid for to respond to that dispute.
• Abuse prevention — stops a closed account simply being recreated to dodge a suspension, or to claim a free allowance a second time.
• Accounting and tax obligations — businesses are generally required by law to keep financial records for a period of years, regardless of whether the customer who generated them still has an account.

None of this is used to contact you, to build a profile, or for anything beyond the reasons above. It is not shown to anyone browsing user data for ordinary product or support reasons — only looked at if a specific billing or fraud question comes up about that account within the retention period.

4. What happens after 2 years

Once the 2 years are up, an automated process permanently erases everything listed in Section 3 as well: the account record itself, along with the payment, subscription and usage history kept against it. At that point nothing about the account remains anywhere in ono.ai’s systems.

5. What this policy does not cover

• Stripe keeps its own records of payments it processed for you, under its own retention rules and privacy policy, separate from what ono.ai keeps. Deleting your ono.ai account does not delete Stripe’s own records.
• Backups. A routine database backup made before you deleted your account may contain the data as it stood at that time, until that backup is itself cycled out in the ordinary course of our backup schedule. We do not restore an individual account from a backup after it has been deleted.
• Deleting a single chat, file, or memory while your account stays open is immediate and separate from closing the account — those tools (in the chat itself, on the Files page, and in Memory settings) remove that one thing right away, with no retention period, since none of the reasons in Section 3 apply to a single item.

6. Shortening or ending retention early

If a law that applies to you gives you a right to erasure that this policy’s retention period does not already satisfy, write to us at the address below and we will review it under that law. Several privacy laws that include a general right to erasure, including the GDPR, also recognize an exception for records a business needs to keep for exactly the reasons in Section 3 — establishing, exercising or defending legal claims, and complying with a legal obligation — which is the basis this policy relies on.

7. Related pages

See our Privacy Policy for what we collect while your account is open and why, and our Security Policy for how it is protected.

8. Contact

Questions about this policy, or a request about data from an account you have already closed: privacy@ono.ai.