Client data requests

Sooner or later a client will email asking what you hold on them, or asking you to delete it. Depending on where you and they live this may be a right they have in law, and the wording varies: a subject access request, a GDPR request, a CCPA request, or just "please take me off your system".

This page covers what you can actually do inside Maelo when one arrives. It is not legal advice, and Maelo cannot tell you whether a particular request applies to you or how long you have to answer it. If you are not sure, ask someone qualified in your country before you reply.

Before you answer anything, open their profile so you know what you are describing. A client record holds their name, email address and phone number, the date the record was created, how many appointments they have had and when the last one was.

Attached to that record are the things they generated themselves:

• •Every booking request they sent you, with the answers and any reference images they uploaded.
• •The message thread between the two of you.
• •Their appointments, past and upcoming.
• •Any waiver they signed.
• •Your private notes and compliance log entries about them.

Card details are worth calling out separately, because you do not hold them. Payments run through Stripe, and Stripe keeps the card. Maelo records the amount and the date, never the number.

For one client, the client list exports them on their own. Select just that client, then use Export CSV from the bar at the bottom of the screen. You get a file with their name, email, phone, status, locations, appointment count and last appointment date, which covers the record itself.

1. 1

   Find them

   Search their name or email on Clients so only their row is showing.
2. 2

   Select the row

   Pick Select from the row menu, then tap their row.
3. 3

   Export

   Tap Export CSV in the bar, and send them the file.

Their requests, messages and appointments are not in that file. The simplest way to include them is to open the client's History tab and their message thread and copy across what is relevant. Keep your private notes and compliance entries out of it unless you are advised otherwise: those are your own record of what happened, not data the client supplied.

There is a wider export too, for when you want the whole picture rather than one client. Go to Settings, Account, Data & Privacy and tap Download my data. It produces a single file covering your profile, your clients, your requests, your messages, your appointments, your waivers, your finances and your settings.

Two things are deliberately left out: waiver signature images, and the connection details for any calendar you have linked. The same panel links to Maelo's Terms of Service, Privacy Policy and Community Guidelines, which are what to send a client who asks how Maelo itself handles their information.

Use Delete Client from the row menu or from the three dot menu in their profile. Maelo does not wipe the record on the spot. The client is hidden from your dashboard straight away, and after 30 days their personal details are permanently anonymised. The confirmation panel lists this before you commit, and the app tells you the exact date.

Their messages and appointment history are kept after that, without the personal details attached. That is what keeps your booking figures and your Financial totals honest once someone has been removed.

Two things it is fair to say back to a client. Deleting the record does not un-send emails they already have, and it does not reach Stripe, which keeps its own payment records for its own legal reasons. If they want their Stripe side handled too, that is a conversation with Stripe rather than something you can do from Maelo.

Do not guess, and do not rush. Confirm you have received the request, say when you will answer, and take the time to get it right. If you cannot tell whether you are allowed to keep something, for example a compliance entry about a no-show, ask someone qualified rather than deleting first.

If a request needs something Maelo does not offer a button for, get in touch from Help and support and describe what has been asked for. It is far better to ask than to delete something you needed.