| Data category | Retained while | Deleted / purged |
|---|---|---|
| Company & employee data (Core, and every module's company-scoped data) | The company's SmartCore subscription is active | 90 days after the company's last subscription is fully cancelled (all modules), then permanently and automatically deleted. Cleared immediately if the company resubscribes within that window. |
| Flexi client data (progress, photos, nutrition, waivers, medical notes, messages, bookings) | The client's status is Active or Paused | 90 days after a trainer archives the client, or after the client requests deletion via "My Data & Privacy" in the Flexi portal and the trainer actions it — whichever happens first. Also covered by the company-level 90-day purge above if the whole company cancels. |
| Internal chat messages (SmartCore Chat — channel and direct messages, attachments, reactions, saved and pinned messages) | The company's own chat retention setting has not yet elapsed | Each company chooses one company-wide window: 3, 6, 12 or 24 months, or indefinitely. Where a window is set, a daily automated job permanently deletes messages older than it together with their attached files. Also covered by the company-level 90-day purge above if the whole company cancels. Files are deleted before their database rows, so an interrupted run can never leave an orphaned file holding personal data. |
| Chat conversation-access log — which administrator read or exported which two employees' direct messages, why, and when | Always retained while active | Deleted 2 years after the access, on the same daily job — and deliberately not subject to the company's chat retention setting above, so that setting a short message window cannot be used to erase the record that somebody went looking. Same basis as the support-access log below. |
| Chat administrator action log — channels created and archived, membership changes, messages removed by an administrator (including what they said), and each retention purge | Always retained while active | Deleted 2 years after the action, on the same daily job. Also excluded from the company's chat retention setting, for the same reason. |
| Chat voice & video call records | Tied to the conversation they belong to | Metadata only — who called whom, when, whether it connected and how it ended. Deleted with the conversation under the company's chat retention setting. No audio, video or transcript of a call is ever recorded, so there is nothing further to retain: calls are peer-to-peer and are never sent to a third-party calling provider. |
| Billing records (invoices, orders, payment confirmations) | Indefinitely while legally required | Retained for 7 years to meet HMRC record-keeping requirements, independent of subscription or account status. |
| Support communications | Up to 2 years from the last message | Deleted or archived after 2 years unless part of an ongoing matter. |
| Audit logs (staff actions, including access to sensitive client records) | Tied to the company/client record they reference | Deleted when the company or client record they belong to is purged, per the rows above (audit logs cascade with the record they document). |
| Account credentials (login/auth records) | The individual has an active SmartCore account | Not automatically deleted by any scheduled job. Removed manually on request, or as part of a company's employee-offboarding process. |
| Support access ("Log In As User") log — who, whose account, why, and when | Always retained while active | Deleted 2 years after the session, on a daily automated job — independent of the company/employee account it relates to, since it's an accountability record rather than operational data. |
Every automated purge listed above runs as a real, scheduled daily job (not a manual process) — see cron-purge-cancelled-companies and cron-purge-flexi-clients for the company- and client-level jobs respectively, cron-purge-impersonation-log for the support-access log, and chat/cron-purge-retention for chat history and its two audit logs.
You don't have to wait for a retention window to lapse. Flexi clients can request deletion at any time from "My Data & Privacy" in the client portal.
For internal chat, the employer is the data controller, so the route runs through them: an employee's chat data is deleted when their employee record is archived or deleted in SmartCore Central. Employees can download everything the module holds about them at any time from Settings inside SmartCore Chat, which also shows any occasion on which an administrator used the conversation lookup on a conversation involving them.
For any other data category, email support@smartcoretechnology.co.uk and we'll action it, subject to any legal retention obligations described above (for example, we can't delete billing records early).
This schedule was last updated on 29 August 2026, alongside our Privacy Policy and Data Processing Agreement.
Questions? support@smartcoretechnology.co.uk
All of our legal and data protection documents are also available together at smartcoretechnology.co.uk/legal.