Uninstalling, your data, and getting help
Getting help
Email support@vereliapp.com.
During the pilot you have a named person, not a ticket queue, and we aim to reply the same business day (Australian hours). If we can't fix something quickly we'll tell you that rather than go quiet.
When something's wrong, the most useful things to include are your shop domain and roughly when it happened — that's usually enough for us to find it.
What happens when you uninstall
Sending stops immediately. The moment Shopify tells us you've uninstalled, Vereli stops sending — no messages go out to your customers afterwards.
Future billing stops. Vereli bills through Shopify, so uninstalling automatically cancels the subscription — no further charges after that point. One nuance worth stating plainly: if you're partway through a paid billing period when you uninstall, that period isn't refunded — Shopify stops the next charge, not the current one. If you ever see a charge generated after your uninstall date specifically, tell us — that shouldn't happen, and we'd want to know.
Your data is not deleted instantly, and that's deliberate. Shopify sends us a data-deletion request 48 hours after uninstall, and we act on it. The delay is Shopify's, and it exists so an accidental uninstall doesn't immediately destroy your history.
Opt-outs are kept forever, deliberately. If a customer told you to stop messaging them, that instruction survives everything — uninstall, reinstall, data deletion. It is kept as a one-way fingerprint rather than a readable phone number, so we can honour it without holding onto their details. Forgetting an opt-out is worse than keeping one hashed identifier.
The 90-day personal-data purge is the actual policy, uninstalled or not. Uninstalling doesn't trigger a separate, faster purge — your customers' personal information (including message content) is purged 90 days after each conversation closes, the same as it would be if you were still installed. We'd rather state that plainly than leave it looking undecided.
Your customers' privacy
- Personal data is purged on a 90-day cycle.
- If one of your customers exercises their privacy rights, Shopify sends us the request and we act on it — you don't have to relay anything.
- Vereli never sends a message to someone who opted out, and never relies on "implied" consent.
- Full detail: Privacy Policy · Terms
Before you uninstall
If you want your conversation history, ask us before uninstalling. Once the deletion request runs we can't recover it.
If you're leaving because something didn't work, we'd genuinely like to know which thing — it's the most useful feedback we get.