Account Closure & Deletion

This policy explains how a merchant account is closed and what happens to the data in it. It covers both voluntary closure (you choose to leave) and involuntary termination (we close an account under the Terms or the Fraud, Suspension & Termination policy). It is part of the Terms and works with our Privacy Policy.

You can close your account from the cockpit, or by writing to billing@nsflow.to from the email on the account. For a request by email, we verify that it comes from an authorized person before acting, so that no one can close your account or delete your data without authority.

Closing an account is significant. Before it completes:

• Outstanding fees settle - usage already incurred and any amounts due remain payable (see Billing & Refunds);
• Export your data - you have a 30-day window from the effective date to export your orders, disputes, messages, and records;
• Work in progress stops- open outreach, alerts, and representments end; disputes already filed follow the processor’s own timeline outside NS FLOW;
• Integrations disconnect - connected stores, gateways, carriers, messaging, and ad accounts are unlinked, and stored gateway credentials are destroyed.

After the 30-day export window, we delete or irreversibly de-identify the account’s personal and business data - profile, store and order data, messages, and connection credentials - within 90 days, and this propagates through our backups on their normal rotation rather than instantly. Encrypted gateway credentials are destroyed at closure, as noted above.

We keep a limited set of records after deletion, only where we have a legal basis or obligation to do so:

• billing, tax, and accounting records for the periods tax law requires;
• dispute evidence and transaction records for the periods card-network rules and processors require;
• anti-fraud, AML, and enforcement records, including for accounts closed under the Fraud policy;
• records we must preserve for a legal hold, claim, or lawful request; and
• aggregated, de-identified data that no longer identifies you.

Retained data is access-restricted and used only for the purpose it was kept for. A closure or deletion request does not erase records we are entitled or required to keep.

For personal data of your end customers, we act as your processor. On closure we delete or return it in line with the processor terms in the Privacy Policy §05, except where law requires retention. You remain responsible for your own customers’ privacy notices and for any records you must keep independently.

Before deletion completes, you can ask us to reactivate a voluntarily-closed account. Once deletion has run, the data is gone and cannot be recovered. Accounts terminated for fraud are not eligible for reactivation.

When we close an account under the Terms or the Fraud policy, the same deletion and retention rules apply, except that we may retain data longer where needed for an investigation, a report to authorities or networks, or a legal obligation. See the Fraud, Suspension & Termination policy for how that process works.

You may also have data-access and deletion rights under privacy law, described in the Privacy Policy §09. For account closure, write to billing@nsflow.to; for privacy requests, write to privacy@nsflow.to.