Support and Account Deletion

1. Contact us

Email is the only support channel. Every message reaches the team that builds the product — there is no call centre, and we do not offer phone support.

We are a small team in the European Union, so replies arrive during European business hours. If your message concerns a data-protection request, we answer within the statutory deadline set out in section 2 below, whatever our usual turnaround happens to be that week.

For reports of voice or identity impersonation, write to legal@sankofa-digital.ai instead, as described in section 9.3 of the Terms of Service.

2. Delete your account and data

You can delete your MyTwinVoice account yourself, or ask us to delete it for you. Both routes lead to the same permanent erasure under Article 17 of the GDPR. Deletion cannot be undone, and we cannot restore a deleted account.

2.1 In the app or on the web

Sign in and open Settings, then:

1. Scroll to the Data & Privacy card.
2. Choose Delete my account.
3. Confirm in the dialog that appears.

Your data is removed immediately and you are signed out. If you want a copy of your content first, use Export my data in the same card before you delete.

2.2 Without installing the app

You do not need the app, or even an active session, to have your account deleted. Send an email from the address your account is registered to:

Nothing else is required in the body of the message. We use the sending address to verify that the request comes from the account holder; if we cannot match it to an account, we will write back and ask for the email address you registered with rather than delete the wrong data.

We confirm the deletion in writing within 30 days of receiving the request, as required by Article 12(3) of the GDPR, and usually much sooner. In a genuinely complex case we may extend that period by up to two further months, and we will tell you inside the first month if that happens.

2.3 What deletion removes

Deleting your account permanently removes, for every AI twin you own:

• Your chat messages and the conversations that hold them.
• Your knowledge base — the processed text and embeddings built from your uploads.
• Your uploaded files, both the database records and the stored objects themselves.
• Every share link you created, so no shared twin of yours stays reachable.
• Feedback and feature requests you submitted.
• Usage records tied to you or to your twins.
• The twins themselves.
• Your profile — name, avatar, language and plan.
• Your login account, so the email address can no longer be used to sign in.

2.4 What we keep, and why

Nothing is retained beyond what the law obliges us to keep. Concretely, after your account is gone:

• Billing and payment records are kept for seven years, because Estonian accounting and tax law requires it. These are invoices and transaction records — they do not contain your twins, your uploads or your conversations.
• Server and access logs age out on their normal 90-day cycle.
• Encrypted backups are overwritten in the ordinary course; residual copies are deleted or anonymised within 30 days.

The full picture is in section 10 of the Privacy Policy.

3. Delete only your voice clone

A voice clone is biometric data under Article 9 of the GDPR. You can delete it on its own, without closing your account and without losing your twins, messages or uploads.

3.1 In the app or on the web

Sign in, open Settings, and in the Data & Privacy card find Voice Clones. Each twin that has a cloned voice is listed with a Delete voice clone button.

Confirming deletes the voice at our speech provider as well as in our own database, and the twin falls back to a preset voice. If you would rather we did it, email info@sankofa-digital.ai from your account address with the subject "Delete my voice clone".

3.2 The free 24-hour preview

On the Free plan a voice clone is a preview: it lives for 24 hours. An automated job runs every hour, deletes expired preview voices at our speech provider, and returns the twin to a preset voice. You do not have to do anything for this to happen, and you are not charged for it. On a paid plan the clone persists until you delete it.

Voice messages that were already generated stay attached to the conversations they belong to and keep playing in the cloned voice; only new speech uses the preset. To remove that audio too, delete the messages, or delete your account as described in section 2.

4. Privacy Policy and Terms of Service

• Privacy Policy — what we collect, why, the legal bases, our sub-processors, retention periods, and all of your GDPR rights.
• Terms of Service — the agreement between you and Sankofa Digital OU, including the rules on voice cloning and consent.
• Cookie Policy — the cookies the site sets and what they do.

MyTwinVoice is operated by Sankofa Digital OU, the data controller for your personal data: