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Your customers’ data belongs to them, and the records of what they bought belong to your accountant. Keyplar’s deletion behaviour is built around that tension. This page explains it so you can answer questions and write your own privacy policy.
For your customers’ data, you are the data controller and Keyplar processes it on your behalf. The wording below is written so you can adapt it directly.

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Customers can export their own data

From Account in the portal, a customer can download everything held about them as a JSON file: their profile, which sign-in methods are attached, every order including renewals, order lines, benefit grants (license keys, activations, download file details, links, any GitHub username they claimed) and their subscriptions. It’s a pure read — exporting doesn’t change anything.

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Customers can delete their own account

From Account → Delete account, confirmed by typing their email address. Destroyed immediately:
  1. GitHub collaborator access and any pending invitations. This runs first and must succeed — if it fails, nothing else is deleted and they see an error, so an erasure is never reported while access is still live.
  2. Every benefit grant, license key and activation.
  3. All sign-in credentials, OAuth connections and sessions.
  4. Their identifying details on the account — email, name and avatar are replaced with anonymous placeholders.
Retained: the order records. Orders, order lines and subscriptions survive, now pointing at an unidentifiable placeholder rather than a person.
Why orders are kept. They’re your accounting and tax record. Transaction records have to be retained for years — commonly 6 to 10, depending on where you are — and deleting them would put you out of compliance in exchange for erasing data that no longer identifies anyone. What is erased is everything linking those records to a person.

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Two things worth knowing

  • A live subscription blocks deletion. An account with an active or past-due subscription can’t be deleted — the billing relationship lives at your payment gateway, and orphaning it would keep charging someone nobody can identify. They cancel first.
  • The email is freed. If that person buys from you again later, they get a fresh account. The erased one is never revived.
Store admins can’t delete their own account this way — they’d lock themselves out of a store that still exists. Admins remove themselves via Team, or close the store.

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When you close your store

Deleting your store from Billing:
1

Your Keyplar subscription is cancelled immediately

Not at period end — there’s no store left to serve.
2

The store goes offline at once

Customers can’t reach the portal, you can’t reach the admin panel, and the License API stops answering.
3

Everything is held for 30 days

Catalog, orders, customers, licenses and uploaded files are kept, and the store is fully restorable — from the page you land on at its address, or by contacting support.
4

Then it's permanently deleted

GitHub access revoked, custom domain released, every uploaded file deleted from storage, and every record removed. Nothing about the store or its customers remains.
Restoring inside the window doesn’t resume billing — the subscription was cancelled, so you pick a plan again from Billing.
Give your customers notice before you close. The store goes offline the moment you delete it, which means they can’t export their data during the 30-day window. If they’re going to want their license keys and files, tell them while the portal is still up.
Closing your Keyplar store does not touch your payment gateway. Subscriptions there keep charging your customers until you cancel them at the gateway.

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Retention at a glance

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Wording for your privacy policy

Adapt this for your store. The retention period in brackets is a decision for you and your accountant, not something Keyplar sets.
Deleting your account. You can delete your account at any time from your account page. When you do, we immediately and permanently delete your sign-in credentials, sessions, license keys, download entitlements and any repository access granted to you, and we remove your name, email address and avatar from our records. What we must keep. We keep the record of your purchases — order date, products, amounts, tax and currency — because tax and accounting law requires us to retain transaction records for [N] years. After your account is deleted these records no longer identify you: they are linked to an anonymous placeholder, not to your name or email address. They are deleted when the statutory retention period ends. Exporting your data. Before deleting, you can download everything we hold about you as a JSON file from your account page. If this store closes. If the store is closed, all data — including the order records above — is deleted within 30 days.

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Store isolation

Each Keyplar store is completely separate. The same email address at two stores is two unrelated accounts, and erasing one has no effect on the other. There’s no path by which one store can read another’s customers, orders or files.