Data Deletion Instructions

Effective date: 29 September 2026
Last updated: 29 September 2026

These Data Deletion Instructions explain how to ask Elysian Solara ("Elysian Solara", "we", "us", "our") to delete personal information we hold about you, what happens after you ask, what we can and cannot delete, and how information held by third-party platforms such as Facebook and Instagram is handled. They apply to our website at elysiansolara.com.au, to our enquiry and quote services, to our email communications, and to our official accounts and applications on third-party platforms including Facebook, Instagram and TikTok.

These instructions form part of our Privacy Policy and should be read together with it. They are publicly available, free of charge, without registration or login, over a secure HTTPS connection, at the permanent address https://elysiansolara.com.au/pages/data-deletion.

Purpose of This Page
Who These Instructions Apply To
Information Covered
Facebook, Instagram and Meta
Other Platforms and Services We Use
How to Request Deletion
What to Include in Your Request
Identity Verification
What Happens After You Ask
Information We Can Delete or De-identify
Information We May Need to Retain
Information Held by Third Parties
Backups and Technical Systems
Security and Fraud Considerations
Privacy Enquiries and Complaints
Related Policies
Changes to These Instructions

1. Purpose of This Page

Our Privacy Policy describes what personal information we collect, why we collect it, how long we keep it and the choices you have. This page gives you the practical, step-by-step instructions for one of those choices: asking us to delete your personal information.

This page also serves as the data deletion instructions for the applications we use to manage our own Facebook Page and Instagram account, and for any other third-party platform or service that requires us to publish such instructions.

2. Who These Instructions Apply To

Anyone whose personal information we hold can use these instructions, including if you have:

submitted an enquiry, quote request or consultation request through our website;
subscribed to our newsletter or requested a guide, plan or other resource;
purchased a product or created a customer account with us;
emailed, phoned or messaged us;
commented on, messaged, mentioned or otherwise interacted with our official accounts on Facebook, Instagram, TikTok or another platform;
otherwise provided personal information to us.

You may make a request on behalf of another person, such as a family member, if you have their written authority to do so. See section 8.

3. Information Covered

A deletion request covers the personal information that Elysian Solara itself holds or controls. In practice this means:

Enquiry and quote records: your name, email address, phone number, suburb or postcode, the products you asked about, your budget and timeframe, and the content of your message, as held in our customer relationship management system and our e-commerce platform.
Customer and account records: your customer profile, marketing preferences and tags, and any account details, as held in our e-commerce platform.
Newsletter and resource subscriptions: your name, email address and subscription preferences.
Correspondence: emails, contact form submissions and other messages exchanged with us, including internal notifications that our systems generate when you contact us.
Follow-up and task records: internal notes and follow-up tasks created so that we respond to your enquiry.
Social media interactions we have copied: where we have recorded a comment, message or enquiry you sent us on a social platform in our own systems, for example to answer a product question by email.

Personal information that lives only inside a third-party platform, such as your Facebook or Instagram account, your comments on our posts, or records held by the supplier we passed your enquiry to, is controlled by that third party. Sections 4, 5 and 12 explain how that information is handled.

4. Facebook, Instagram and Meta

4.1 How we use Meta's platforms

Elysian Solara operates an official Facebook Page and Instagram account. We use an application registered with Meta's developer platform to publish content to, and manage, our own accounts. Our use of the platform is described in section 3 of our Privacy Policy.

Our application is used by our own team to manage our own accounts. It does not ask members of the public to log in with Facebook or Instagram, and it does not request access to your Facebook or Instagram account or its data. Any information we obtain through Meta is limited to what you choose to share by interacting with our Page or account, together with the aggregated, de-identified audience statistics Meta provides to all Page and account owners.

4.2 What a deletion request to us covers

When you send a deletion request to Elysian Solara, we delete the information we hold in our own systems. Where that information came to us through Facebook or Instagram, for example a product enquiry you sent us by direct message that we then recorded in our customer relationship management system, or a comment we responded to and noted, it is included in your request and we will delete our copy.

4.3 What only Meta or you can delete

Your Facebook and Instagram accounts, and the content in them, are controlled by Meta Platforms, Inc. and by you. Elysian Solara cannot delete your Facebook or Instagram account, your profile information, or content stored on Meta's platforms. To remove a comment you left on one of our posts, a message you sent to our account, or a reaction, use the platform's own tools. Meta explains how to delete or download your information, and how to delete your account, in its Privacy Center and Help Center. You can also ask us to remove your comment from our post by contacting us.

4.4 If you have ever authorised an Elysian Solara application

Our current applications do not request permissions from members of the public. If we ever offer a feature that asks you to connect your Facebook or Instagram account, you can remove that connection at any time:

Facebook: Settings and Privacy, then Settings, then Apps and Websites, find the Elysian Solara application, then Remove.
Instagram: Settings, then Apps and Websites or Website Permissions, find the Elysian Solara application, then Remove.

Removing our application stops any further access to your account. It does not automatically delete information we already hold. To have that information deleted, send us a deletion request using section 6.

4.5 No affiliation

Elysian Solara is an independent business. We are not affiliated with, endorsed by, sponsored by or administered by Meta Platforms, Inc. Your use of Facebook and Instagram is governed by Meta's own terms and privacy policy, which we do not control.

5. Other Platforms and Services We Use

The same principle applies to the other platforms and service providers we use: we can delete the information we control, and we will tell you where a third party controls information about you and how to reach them. Section 6 of our Privacy Policy lists the categories of service provider we use.

TikTok: we operate an official TikTok account and use TikTok's developer tools to publish our own content. Comments, messages and your TikTok account are controlled by TikTok and by you through TikTok's own settings. Copies we have recorded in our systems are covered by your request to us.
Shopify (our e-commerce and website platform): we can request erasure of your customer profile through Shopify's tools. Shopify redacts your personal details but keeps a record of what was sold and when, and a request takes several days to process under Shopify's procedures. Information you hold with Shopify directly, such as a Shop app or Shop Pay account, must be managed with Shopify.
Customer relationship management platform (HubSpot): we can permanently delete your contact record, including form submissions and correspondence linked to it. The provider retains only anonymised, aggregate statistics that cannot identify you, and the permanent deletion can take up to 30 days to fully complete on its systems.
Google Analytics: we collect pseudonymous usage data about visits to our website. This data is not linked to your name or contact details in our systems, and identifiers expire automatically. You can opt out using the Google Analytics Opt-out Browser Add-on or your browser settings, as described in section 8 of our Privacy Policy.
Email: correspondence with you is held in our business mailbox. On request we delete the emails, contact form submissions and internal notifications that contain your details, subject to section 11.
Supplier partners: if you asked us to arrange a quote from a supplier, we passed your enquiry to that supplier, who holds their own copy under their own privacy policy. We will tell you which supplier received your details so you can contact them directly, and we will ask the supplier to delete the details we passed on.

6. How to Request Deletion

Requesting deletion is free. The simplest way is by email:

Send an email to info@elysiansolara.com.au.
Use the subject line: Data Deletion Request.
Include the details listed in section 7 so we can find your information.
Where possible, send the request from the email address you used when you contacted us. This is the quickest way for us to confirm the request is yours.

If you prefer not to email, you can also send your request through the form on our Contact page, or phone us during business hours on 0458 185 147 and we will confirm the request with you in writing.

If you only want to stop receiving marketing emails, you do not need a deletion request. Use the unsubscribe link at the bottom of any marketing email, or email us and ask to be unsubscribed. Your details are kept only to honour that preference. To have your record deleted entirely rather than simply stop emails, make a deletion request.

7. What to Include in Your Request

Please tell us:

the name you used when you contacted us;
the email address, phone number or social media username you used, so we can locate your records;
roughly when and how you dealt with us, if you remember (for example "quote request in August" or "Instagram message");
whether you want everything deleted, or only certain information, such as a newsletter subscription or a single enquiry;
if you are asking on behalf of someone else, your relationship to them and their written authority.

Please do not send us passwords, login codes, access tokens, bank or card details, or copies of identity documents such as a passport, driver licence or Medicare card. We will never ask for these to process a deletion request. If we need to confirm your identity, section 8 explains what we will ask for instead.

8. Identity Verification

Deleting someone's information because of a request from the wrong person would itself be a privacy failure. Before we delete anything, we take reasonable steps to confirm that the request comes from the person the information is about, or from someone authorised to act for them. The steps we take are proportionate to the information involved.

For most requests, a request sent from the same email address or social media account you used with us is sufficient.
If the request comes from a different address, or we cannot match the details you have given, we may email the address we hold and ask you to confirm the request from there, or ask you a question only you are likely to know the answer to, such as the suburb or product in your original enquiry.
If you are acting for someone else, we will ask for their written authority and may confirm the request with them directly.

Information you give us for verification is used only for that purpose and is deleted with the rest of your information once the request is complete. If we cannot verify a request after making reasonable attempts, we will tell you and explain what we need.

9. What Happens After You Ask

Acknowledgement. We confirm we have received your request, normally within 2 business days. Our reply will carry a reference for your request. Please quote it in any follow-up.
Verification. If we need to confirm your identity or clarify the scope of your request, we will ask at this stage.
Deletion. We locate and delete or de-identify your information in the systems we control (section 10), and instruct the relevant service providers and suppliers to do the same for the information we passed to them.
Confirmation. We email you to confirm what has been deleted. If we have retained anything, we tell you exactly what it is, why we have kept it, and how long we expect to keep it (section 11).

We aim to complete every request within 30 days of receiving it. If a request is unusually complex, or a service provider's own deletion process takes longer than that, we will tell you the reason and the expected timeframe. You can check the progress of your request at any time by replying to our acknowledgement email.

Deletion is permanent. Once your information has been deleted we cannot restore it, so please be sure before you ask. If you later contact us again or make a new enquiry, we will treat you as a new customer.

10. Information We Can Delete or De-identify

When we action a verified request we delete, or where deletion is not technically possible we permanently de-identify, the following from the systems we control:

your customer profile and any marketing tags or preferences in our e-commerce platform;
your contact record, form submissions and associated deal or enquiry records in our customer relationship management system;
your newsletter and resource subscriptions;
internal follow-up tasks and notes created about your enquiry;
emails, contact form submissions and internal notifications containing your details;
copies of social media comments or messages we recorded in our systems.

"De-identify" means the information is altered so that it can no longer reasonably be used to identify you, for example by removing your name and contact details from a record of a sale while keeping the date and product sold.

11. Information We May Need to Retain

Australian privacy law does not currently give individuals a general right to have their information erased. We honour deletion requests as a matter of our own policy, and consistent with the Australian Privacy Principles we take reasonable steps to destroy or de-identify personal information once it is no longer needed for a permitted purpose. Privacy law does not override other legal obligations that require certain records to be kept. We may therefore retain limited information after a deletion request where:

Tax and financial records: where you have purchased from us, records of the transaction must be kept for the period required by Australian tax law. We keep the minimum needed to meet those obligations and de-identify the rest where we can.
Consumer guarantee and warranty records: where you have purchased a product, we may keep records needed to honour your rights under the Australian Consumer Law and any product warranty. Deleting these records could prevent you from making a claim later, so we may ask whether you want us to keep them.
Disputes, chargebacks and legal claims: where there is a current or reasonably anticipated dispute, complaint, refund, chargeback or legal claim, we retain the records needed to deal with it until it is resolved.
Fraud, security and safety: where information is needed to investigate or prevent fraud, misuse of our website or services, or a threat to the safety of any person.
Legal requests: where a law, court order, regulator or other valid legal process requires us to keep or produce information.
Do-not-contact record: where you have asked us not to contact you, we may keep the minimum needed, typically your email address, to honour that request. Our customer relationship management platform also prevents a permanently deleted contact from being re-added by email import.

Any information we retain is used only for the purpose it is being kept for and is deleted or de-identified when that purpose ends. Our general retention periods are set out in section 9 of our Privacy Policy. We will always tell you what has been retained and why.

12. Information Held by Third Parties

Some information about you is held by organisations we do not control, and a request to us cannot reach it. In particular:

Meta (Facebook and Instagram), TikTok and other platforms hold your account and the content you post, including comments on our posts and messages to our accounts. Use the platform's own privacy and account settings, or its data deletion process, to manage that information. See section 4.
Google holds the analytics data collected from our website under its own policies. See section 5.
Shopify keeps redacted transaction records after an erasure request, and separately controls any Shop app or Shop Pay account you hold with it. See section 5.
Supplier partners who received your enquiry from us hold their own copy under their own privacy policy. We will identify the supplier for you and pass on your deletion request, but we cannot delete information from their systems ourselves.
Payment providers and banks that processed a payment hold their own transaction records, which we cannot delete.

Where we can, we tell you who holds the information and how to contact them.

13. Backups and Technical Systems

Our website, customer relationship management, email and automation systems are provided by established service providers who keep their own backups and system logs for security and disaster recovery. When we delete your information from a live system, it may persist in that provider's backups for a period determined by the provider before being overwritten in the normal course. Information in backups is not used for any active purpose and is not restored to a live system except where necessary to recover from a system failure, in which case we re-apply your deletion request.

Our internal automation logs, which may temporarily contain details from an enquiry while it is being routed to us, are automatically purged on a rolling 30-day cycle.

14. Security and Fraud Considerations

We will not delete information in response to a request we cannot reasonably verify, because doing so could allow someone to erase another person's records or interfere with their enquiry, order or warranty.
We will not delete information belonging to another person on your request unless you have their written authority.
We may decline or defer a request where deletion would be unlawful, would prejudice a fraud or security investigation, or would prevent us from meeting a legal obligation. If we do, we will tell you why in writing and explain how to complain.
A deletion request will not be used against you. Making a request does not affect your consumer rights or any warranty you hold, except to the extent that deleting records you have asked us to delete may make a later claim harder to verify (see section 11).

15. Privacy Enquiries and Complaints

If you have a question about these instructions, want to ask about the information we hold about you, or want to correct it rather than delete it, please contact us at info@elysiansolara.com.au. Access and correction requests are described in section 11 of our Privacy Policy.

If you are unhappy with how we have handled a deletion request, please contact us first with the subject line "Privacy Complaint". We acknowledge complaints within 2 business days and aim to give you a substantive response within 30 days. If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by telephone on 1300 363 992. The OAIC generally expects you to have raised your complaint with us first and given us 30 days to respond.

If the EU or UK GDPR or a United States state privacy law applies to you, the additional rights described in section 11 of our Privacy Policy also apply, and you can exercise them using the same process described on this page.

Privacy Policy: what we collect, how we use it, how long we keep it, and your rights.
Terms & Policies: terms of use, social media and platform terms, shipping, refunds, returns and consumer guarantees, and warranty.
Contact: our contact details and business hours.

17. Changes to These Instructions

We may update these instructions from time to time to reflect changes in our systems, service providers, platform requirements or legal obligations. The "Last updated" date at the top of this page shows when they were last revised. This URL will remain the permanent home of our Data Deletion Instructions.

See also our Privacy Policy and Terms and Policies.

Elysian Solara
Burleigh Heads, Queensland 4220, Australia
Email: info@elysiansolara.com.au
Business hours: Monday to Friday, 9:00am to 5:00pm AEST