Catchwise Data Retention Policy

1. General Retention Principle

Catchwise retains information only for as long as reasonably necessary for the purpose for which it was collected, unless a longer retention period is required for legal, tax, accounting, billing, security, fraud-prevention, abuse-prevention, provider, dispute, backup, operational, or recordkeeping reasons.

2. Active Account Data

While an account is active, Catchwise may retain account and user information, business settings, capture-path settings, lead records, lead event history, support tickets, provider events, notification events, application errors, diagnostic logs, billing and subscription records, tax records, attribution data, and usage information to provide the service, troubleshoot issues, monitor reliability, support customers, prevent abuse, and operate Catchwise.

3. Working Retention Schedule

The periods below are operational targets and may vary based on legal, provider, security, technical, or business needs.

• Account/profile records Life of account + up to 3 years after cancellation

  Longer if required for disputes, security, fraud, tax, or legal reasons.

• Business settings/configuration Life of account + up to 3 years after cancellation

  Supports reactivation, support history, and records.

• Lead records Life of account; after cancellation, up to 1 year unless deleted or exported earlier

  Export where available before deletion when practical.

• Lead event history Same as lead records or longer if required for audit or support

  Useful for diagnosing missing-lead reports.

• Public form security metadata Same as related lead, or shorter for security metadata

  IP and rate-limit metadata may be retained for a shorter period.

• Email intake provider events/raw payloads 90 to 180 days unless linked to active support or security issue

  Minimize raw payload retention where practical.

• Twilio provider events/raw payloads 90 to 180 days unless linked to active support or security issue

  Retain sufficient data to troubleshoot missed-call and SMS issues.

• Application errors and diagnostics 180 days to 1 year

  Longer if unresolved, security-related, or required for support or legal reasons.

• Rate-limit events 30 to 180 days

  Used for abuse prevention and diagnostics.

• Notification events 180 days to 1 year

  Useful for demonstrating that alerts and digests were attempted.

• Support tickets and AI triage summaries Up to 3 years after resolution

  Longer if tied to legal, billing, security, or provider dispute.

• Billing/subscription/tax records 7 years or as required by applicable tax and accounting law

  Payment providers may maintain separate records.

• Marketing attribution Up to 2 years

  May be aggregated or anonymized when no longer needed.

• Security/fraud records As long as reasonably necessary

  Used to protect Catchwise and customers.

• Backups Up to 90 days where technically feasible

  Deletion from backups occurs on normal backup rotation.

4. Data After Cancellation and Litigation Holds

After cancellation, Catchwise may retain information for a reasonable period to: permit export or facilitate reactivation; maintain business records; resolve billing issues; support tax and accounting obligations; investigate support issues; prevent abuse or fraud; and comply with applicable legal, provider, or security obligations. Catchwise may retain data longer if needed for disputes, investigations, legal holds, subpoenas, chargebacks, or enforcement. Cancellation stops new capture activity but does not result in the immediate deletion of historical data. Catchwise may retain deidentified or aggregated information after account deletion.

5. Deletion Requests and Export

Customers should export their data before cancellation or deletion where export tools are available. Export may not be available after cancellation, suspension, deletion, or expiration of retention periods. Customers may submit requests for the deletion of specific account, business, or lead information. Deletion requests do not automatically result in complete account deletion, and the deletion of certain data may impair or disable service functionality. Catchwise reserves the right to decline, delay, or restrict such deletion requests to the extent that the retention of such information is necessary to comply with legal or regulatory obligations, maintain accurate billing, tax, and accounting records, prevent fraud or abuse, conduct security investigations, resolve provider disputes, maintain essential backups, preserve support history, enforce the Terms of Service, or maintain other legitimate business records.

6. Lead Data Requests from End Customers

If an individual whose information appears in a customer's Catchwise workspace contacts Catchwise directly, Catchwise may direct the request to the business customer or coordinate with that business customer to respond. The business customer is solely responsible for its relationship with its own leads and customers.

7. Backups, Provider Systems, Data Minimization, and Contact

Information deleted from active Catchwise systems may remain in backups, logs, provider systems, or archives until those systems rotate or the provider deletes the data pursuant to its own processes. Third-party providers may retain metadata or logs under their own retention practices independent of Catchwise. Catchwise does not guarantee immediate deletion from all backup systems. Customers should avoid submitting information that is not necessary for lead capture and follow-up. Retention and deletion inquiries may be directed to: support@catchwise.app.