Data Deletion Instructions

Last updated: 24 July 2026

Clarify stores content from connected social accounts — Facebook Pages, Instagram professional accounts, Threads profiles, and TikTok Business Accounts — including posts, comments, and commenter public profile details, so that authorised teams can review it. This page explains how to have that data deleted, whether you are a Clarify customer or a social-media user whose comment appeared on an account our customers manage.

If you are a Clarify customer (account administrator)

Disconnect a social account

Sign in to Clarify.
Go to Settings → Platforms.
Disconnect the account. This invalidates the stored access token immediately.
To also delete the content already synced from that account (posts, comments, classifications, and case material), email support@clarify.net.au from your account email and ask for the account's data to be erased. We complete erasure within 30 days and confirm by email.

Posts you composed and media you uploaded

Photos and videos uploaded for a composed post are deleted automatically up to 30 days after the post goes live, and immediately when you delete an unpublished draft. To remove a composed post or its media sooner, delete the draft or scheduled post in Clarify, or email support@clarify.net.au. Deleting media from Clarify does not remove a post already published on a social platform — remove that on the platform itself.

Delete your whole account

Email support@clarify.net.au from your account email requesting account deletion. We will delete your organisation's synced content, case files, audit history, and account records within 30 days, except for minimal billing records we are legally required to retain.

If you are a social-media user

If you commented on an account that uses Clarify (on Facebook, Instagram, Threads, or TikTok) and want your data removed from our systems:

Email support@clarify.net.au with a link to (or description of) the comment and the account it was posted on.
We will verify the request and, unless one of the retention grounds below applies, delete the comment content and your associated profile details from our systems within 30 days, and confirm by email.

Note that deleting data from Clarify does not remove your comment from the social platform itself — that is controlled in your own account on that platform, where you can also review and remove connected apps in the platform's settings.

When we may decline or defer deletion

Clarify is used to document abusive, threatening, and coordinated behaviour directed at the people our customers protect. We may decline or defer a deletion request where the content concerned:

forms part of an active case or evidence file documenting threats, abuse, or suspected coordinated harassment;
has been provided to, or is being prepared for, law enforcement or a regulator such as the eSafety Commissioner; or
must be retained by law, or is reasonably necessary to establish, exercise, or defend a legal claim.

Where we rely on one of these grounds we will tell you that your request was declined or deferred and, where it is lawful and safe to do so, why. We may also notify the affected Page's authorised team that the request was made. Once the retention ground no longer applies, the data is deleted in the ordinary way described above.

What gets deleted

Synced posts, comments, and replies from the relevant account;
Commenter display names or usernames, profile identifiers, and profile pictures;
AI classifications, suggested replies, notes, and case material derived from that content;
Commenter tracking records: suspicion scores, behavioural signals, and coordination group memberships;
Composed, scheduled, and held posts, their photos and videos, and any review requests and internal messages attached to them;
Synced diary events and the Microsoft diary/media library connections (including their encrypted tokens);
Stored media mentions and watched news sources;
Digital cards and their visitor analytics;
Encrypted access tokens (on disconnection).

Residual copies in encrypted backups are purged in line with our backup retention cycle.

Contact

All deletion requests: support@clarify.net.au. For more on how we handle personal information, see our Privacy Policy.