Your right to erasure
Under the General Data Protection Regulation (GDPR), the UK GDPR, the California Consumer Privacy Act (CCPA) and other applicable privacy laws, you have the right to request deletion of personal data that BrandCapture holds on you. We honour this right promptly and transparently — one short email gets the request opened.
1. Send a request
Send the request from the address used for the order or support conversation. Include the relevant project, order or ticket reference and describe what you want deleted. Do not send identity documents unless we specifically and securely request them. Privacy email: [email protected].
How to request deletion
Send an email to [email protected] from the email address associated with your BrandCapture account. Use the subject line “Data deletion request” and include:
- The email address associated with your account (so we can verify identity).
- The specific data you wish to delete, or “all my personal data” if you want a full account wipe.
- Any reference numbers (order IDs, ticket IDs or video project IDs) that help us locate the records.
If you can't email from the registered address, we can still process the request but will need to verify your identity through an alternative channel — usually by sending a confirmation link to the registered email, or by asking for transaction-history details only the account holder would know.
2. Identity verification
We must avoid deleting the wrong person’s data. We may verify control of the email address, private project link or relevant business relationship, using only the information reasonably necessary.
3. What we can delete
Where the request is valid, we remove or anonymise applicable contact data, briefs, uploads, messages, working assets, optional analytics identifiers and delivered files from active systems. Backup copies rotate out under the protected backup schedule.
4. What we may need to retain
We may retain limited invoices, payment references, consent records, fraud-prevention data or dispute evidence when tax, accounting, legal claims or another legal duty requires it. Retained data is restricted to that purpose and removed when the obligation ends.
Some categories of data must be retained for legal compliance even after a deletion request:
- Tax records. Invoices and payment records are kept for the period required by the tax authority in our jurisdiction of incorporation (typically 5–10 years).
- Anti-fraud records. Records of any fraud investigations or sanctions screenings are retained as required by anti-money-laundering law.
- Audit-trail of the deletion itself. We retain a record of the fact and date of the deletion request — but not the deleted data — so we can prove compliance if asked by a Supervisory Authority.
If your deletion request would require us to retain some data for legal reasons, we tell you which categories and why at the time of confirmation.
5. Timing and outcome
We respond without undue delay and normally within one month under the GDPR. If a lawful extension or refusal applies, we will explain the reason and available complaint options.
If your request is denied
We may refuse a deletion request if it is manifestly unfounded, excessive (e.g. repetitive) or where retention is legally required. If we refuse, we explain why and inform you of your right to lodge a complaint with your local Supervisory Authority (the ICO in the UK, your national DPA in the EU, the CPPA in California, etc.).
6. Data supplied by a business customer
If your data was submitted by one of our business customers, contact that business first where appropriate. We will cooperate with a valid controller request and applicable legal duties.
For end-users of BrandCapture customers
If you are an end-user whose personal data was processed by a BrandCapture customer (i.e. you didn't sign up directly), please contact that customer first — they are the Data Controller and decide on retention. We act as the Data Processor and can only delete the data when the customer instructs us to.
7. Effect on the service
Deleting an active brief, asset or project can make production, revisions, support or future downloads impossible. We will explain that consequence before completing a request when it is relevant.
Contact
Deletion and privacy email: [email protected]. General project support email: [email protected].
To lodge a complaint with a Supervisory Authority, visit your national data-protection regulator's website. UK: ICO (ico.org.uk). EU: edpb.europa.eu/members.