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Client Account Deletion Request

This article explains how client account deletion requests work, who receives them, and what studios need to do to stay compliant.

Updated over 10 months ago

This feature supports evolving data privacy laws and ensures transparency and control over personal information, allowing clients to request deletion of their studio account and personal data directly through Walla Widgets, Walla App or your Branded App.

We understand that receiving a client deletion request might raise some concerns—especially if the client is still under contract, has active billing, or hasn’t spoken with your team directly. This feature is meant to support data privacy compliance—not to override your business terms or force immediate action.

It’s designed to help you stay ahead of privacy requirements by making sure requests are recorded and delivered, so you’re never caught off guard.

Why This Exists

Data privacy laws like GDPR (EU) and CCPA (California) require businesses to:

  • Provide clients with a clear way to request deletion of their personal data

  • Respond to those requests within a reasonable time (typically 30 days)

  • Maintain transparency and documentation around data use

Walla’s built-in deletion request flow helps your studio:

  • Stay compliant with privacy laws

  • Empower clients to manage their data

  • Reduce your risk of missed or undocumented requests

⚖️ Note: These laws don’t guarantee deletion in every case (e.g. active billing or contracts), but they do require that clients have a way to submit a request and receive a response.

⚠️ You are not required to delete the client immediately

These requests are sent to help you stay aligned with global privacy laws like GDPR and CCPA, which require clients to have a clear way to request deletion of their data.

But submitting a request does not override your business policies.

What to Know

  • 📨 It’s just a request—not an automatic deletion.
    You’re being notified that a client has asked to have their account removed, but no action is taken unless you choose to take it.

  • 🧾 Contracts, billing, and balances still apply.
    If the client has active billing, a signed agreement, or an outstanding balance, you are under no obligation to fulfill the request immediately.

  • 🤝 You can follow up with the client.
    You are encouraged to respond within 30 days, but it’s completely fine to reach out directly for clarification before proceeding.

  • 🛑 Walla does not process the deletion.
    We simply pass the request along to you. Your studio maintains full control over how and when to respond.

  • 📬 Where the email goes:

    • Non-franchise locations: sent to users with Owner or Location Manager permission

    • Franchise locations: sent to the Franchise Owner for that specific location

    Note: The email is a system-generated message and cannot be edited or customized.

📱 Requesting Account Deletion in the App

Clients can initiate this request for the deletion of their account via your Branded App or the Walla App:

  1. Open the Walla App or your Branded App

  2. Navigate to the Settings or Account section

  3. Tap Delete Your Account

  4. Tap Request to Delete Your Account

  5. Confirm request when prompted:
    ​“Are you sure you want to request account deletion? This will notify the studio.”

  6. An email is sent to the studio once a request is submitted

🌐 Requesting Account Deletion in the Widget

Clients can initiate this request for the deletion of their account via a Walla Widget:

  1. Navigate to the Your Profile section of a Walla Widget

  2. Select the Delete Your Account option

  3. When selected, a confirmation prompt appears:
    ​“Are you sure you want to request account deletion? This will notify the studio.”

  4. An email is sent to the studio once a request is submitted

📩 Who Receives the Request?

Once a client submits a deletion request, an automated email is sent to the staff member at the studio who has the appropriate permission level.

For Franchise:

  • Send to the client’s home location manager (i.e., the franchise manager).

  • If no location manager exists, send to the business manager.

For Non-Franchise:

  • Send to both the business manager and the client’s home location manager.

  • If neither exists, send to the owner.

Hi [Business Name],

[Client] has requested that their account and associated personal information be permanently deleted from your studio’s records.

To remain compliant with data privacy standards and regulations, please ensure this request is processed within 30 days.

Best regards
Your Team at Walla

✅ What to Do When You Receive a Deletion Request

  1. Review the request in your email inbox (check spam if you don’t see it).

  2. Evaluate the client’s billing status and any existing contractual obligations.

  3. Reach out to the client if needed to confirm next steps.

  4. Take action based on your studio’s policies and legal needs.

This feature exists to help studios stay compliant and aware—not to force immediate action. You’re always in control of how and when a request is handled.

🔄 Your Next Steps

Here’s how to handle it on your end:

  1. Keep an eye on your inbox
    When a client submits a deletion request, an automated email will be sent to the user with Owner, Location Manager, or Franchise Owner permissions.

    🔎 Don’t see it? Be sure to check your spam or junk folder.

  2. Review the client’s status
    Take a moment to check if the client has:

    • An active membership or billing

    • A signed contract or agreement

    • Any unpaid balances

  3. Reach out if needed
    You’re welcome to follow up with the client before taking action. It’s okay to clarify the request or explain next steps.

  4. Respond within 30 days
    While you don’t have to delete the account right away, privacy regulations recommend responding within 30 days of the request.

  5. Take the appropriate action
    Whether you approve, delay, or decline the request—base your decision on your studio’s own policies, contracts, and legal obligations.

FAQ

Can I edit the content of the email?

No. The deletion request email is a computed (system-generated) message and is not listed under Transactional Notifications.
It cannot be customized or disabled.

Does Walla automatically delete the client’s data?

No. Walla does not take any action on the client’s account.
The studio is responsible for reviewing the request and determining what action to take.

Do I have to delete the client’s account right away?

Not necessarily. You are encouraged to respond to the request within 30 days, but you may factor in things like:

  • Active memberships or billing

  • Outstanding balances

  • Signed agreements or legal retention requirements

It's okay to follow up with the client directly to clarify before taking action.

Is there a dashboard where I can see all deletion requests?

Not at this time. Deletion requests are sent via email only and are not logged in the Walla dashboard.


You’ll need to track requests on your end for now.

Can a client request deletion if they’re still under contract or being billed?

Yes, clients can submit a request, but that does not require you to fulfill it immediately.

You have the right to delay or deny deletion based on billing status or contract terms. You should communicate directly with the client in these cases.

⚖️ Disclaimer: This article is for informational purposes only and does not constitute legal advice. We recommend consulting with your own legal counsel if you have questions about how data privacy laws like GDPR or CCPA apply to your business.

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