Exporting and erasing a client's data

When you need this

Privacy law gives your clients two rights you may be asked about:

• A copy of their data — everything your business holds about them.
• Erasure — having their personal data deleted.

Both live under Privacy & data on the client's own page. Only owners and admins can export or erase a client; coaches don't see these buttons.

Exporting one client's data

1. 1Open Clients and choose the client.
2. 2Under Privacy & data, choose Export data (JSON).
3. 3A file downloads with everything stored about that client in your business: contact details and your private note, bookings and the answers they gave when booking, package purchases (each booking and purchase with the name, email and phone number given on it), session notes, messages (with the address or number each one went to or came from and whether it was delivered — including messages they sent you from a booking and notes they left when cancelling or moving one), the notes and reasons written on their bookings' history (including notes you added to a booking's history yourself, your internal reasons for a cancellation, rejection or move, the reasons you gave for a refund or a kept deposit, and the address a confirmation was re-sent to), AI drafts, waitlist entries (with the name, email and phone number given, the day they asked for, the coach and service, and any spot offered to them), invitations to book you sent to their email address (with any discount attached), testimonials (with the description they added about themselves), memberships (with the terms they signed up on, the name, email and card details given, every charge and what happened to the membership and when), the record of emails and text messages Stund sent them — also to an older email address or a phone number they gave, where Stund can tell it was theirs (see erasure below) (the address or number it went to, what kind of message it was, when, and whether it was delivered, with the error reported if it wasn't — not the message itself), and the activity-log entries about them (turning AI-assisted coaching on or off — by them or by your team —, each AI draft made from their data and whether it was used or discarded, and earlier exports; your team's entries say only that staff did it, not who).

The file is a standard JSON file. It is meant to be complete and machine-readable rather than pretty. Before you send it, read through your own notes in it — the internal notes on their bookings, your session notes, and the reasons you gave for refunds and kept deposits — and remove anything about other people. The client has a right to their own data, not to information about someone else.

This exports a single client. To get a list of all clients for your accountant or a mailing tool, use Export CSV on the Clients page instead.

Erasing a client

1. 1Open Clients and choose the client.
2. 2Under Privacy & data, choose Erase client data.
3. 3Read the summary of what will be deleted and what will be kept.
4. 4Type the client's email address to confirm, and choose Erase.

You are then taken back to your client list, and the client is gone from it (unless they have had a membership — see below).

Deleted for good:

• the client record, with contact details and your private note
• health answers and every other answer given when booking
• session notes and messages — including messages they sent you from a booking, which are replaced in the booking's history by a note that a message was removed
• notes and reasons written on a booking's history, such as the reason you gave for a cancellation, refund or kept deposit (the amounts stay)
• AI drafts
• waitlist entries, booking invitations sent to their email address, and testimonials — a testimonial you approved is also taken off your website, both the published page and your unpublished edits. A quote you typed in yourself is left alone unless it is word for word the same quote under the same name as one the client sent you
• membership signups they never paid for

Kept, but anonymised:

• Bookings and payments. You need them for bookkeeping, so they stay with their dates, amounts and status, but the name is replaced by Erased client and the email and phone number are removed. Package purchases are treated the same way.
• Memberships. A membership the client paid for, trialled or was given free keeps its payment history for your bookkeeping, but the name, email and card details are removed. Because that history has to belong to someone, the client then stays in your client list as Erased client, with no contact details, notes or messages. That record is read-only from then on: it can't be edited, messaged or booked, so nothing new about the person can end up in it. A client who never had a membership simply disappears from the list.
• At your payment provider. If the client paid for a membership by card, Mollie also holds their name and email as a customer on your Mollie account. Stund asks Mollie to delete that customer when you erase the client. If Mollie declines (it may keep records it needs for its own bookkeeping or the law), that copy stays with Mollie under Mollie's own privacy terms — you can check it from your Mollie dashboard. If the client paid for a membership with VippsComing soon, VippsComing soon keeps the recurring agreement tied to their phone number; VippsComing soon has no way to delete an agreement, so Stund makes sure it is stopped, and Stund itself forgets which agreement it was. Payments themselves are always kept by the payment provider.
• Sent-message history. The record that an email or text was sent stays, without the recipient's address — including messages about the client's own bookings sent to an older email address or a phone number they gave. An older address or a phone number can also be someone else's — your own address typed on a walk-in booking, a number a parent shares for two children — so Stund only counts what was sent about the client's own bookings, or what appears in their message history; the other person's history is left alone.

The email confirming a package is ready, the email about a package refund, and the payment link (email and text) for a package you set up for them are not linked to a booking or to their message history, so Stund counts them as the client's when they went to the email address or phone number given on one of the client's own package purchases, after that purchase was made — unless another client, booking or purchase in your business has that same address or number, in which case Stund can't tell whose it was and leaves it out. Package credit reminders and waitlist emails are in their message history, so they are covered too.

When erasure is blocked

Stund won't erase a client while something is still in progress, because that would leave a booking or payment without anyone to contact. You'll see what is in the way:

• Upcoming bookings — cancel the client's upcoming sessions first.
• A payment or refund in progress — wait until it has gone through or been cancelled, then try again.
• A package purchase waiting for payment — the client started paying for a package and the payment provider hasn't said yet whether it went through. Stund checks automatically, and this clears by itself once the payment goes through or expires — usually within a day, though some payment methods take longer. If it never clears, check that your payment provider is still connected.
• A membership that is still running — cancel it under Memberships. Once it has ended, you can erase the client's data.
• A membership payment or refund in progress — Stund is still checking a membership payment, retrying a failed one or retrying a refund. This clears by itself once it has finished.

Good to know

• A package purchase the client hadn't finished paying for can't be paid after erasure — its payment page no longer opens. If a payment for it still comes through (for example one that was already under way), it is refunded automatically and no credits are given.
• Erasure only affects your business. If the same person books with another business on Stund, that business's data about them is not touched.
• Events in a connected Google Calendar are not changed, and may still show the client's name in the title. Delete or rename those yourself if needed.
• Records filed under a different client are never included, even if they once had the same email address — for example after you changed a client's email and someone else later booked with the old one.
• If you use webhooks to send booking events to your own system, the log of what was sent to your endpoint is kept, with the client's details in it, until Stund's automatic cleanup removes it after 90 days. Data that has already reached your own system is yours to delete there.
• Exports and erasures are recorded in your activity log, without the client's personal details.