Data Deletion

Summary

You can ask us at any time to delete your personal data from Veflat WhatsApp. Email soporte@veflat.com with the subject line "Data deletion". We will respond within 15 business days, in line with Colombian Law 1581 of 2012 (claims timeframe). This page applies both to people who have a Veflat WhatsApp account and to people who have messaged, over WhatsApp, a business that uses our service.

If you have a Veflat WhatsApp account

Send an email to soporte@veflat.com with the subject line "Data deletion", from the email you registered with, and include:

• Your full name and your account email.
• The name of your organization or workspace.
• Your connected WhatsApp Business number, if applicable.
• What you want deleted: the whole account and its data, or only specific data.

You can also revoke Veflat WhatsApp's access from your Meta Business Suite (Business settings, Integrations). This stops new WhatsApp data from arriving, but does not delete what is already stored in Veflat; for that you must send us the request. If you have an active subscription, cancel it separately in the application or with the payment processor so you are not charged again.

If you messaged a business that uses Veflat WhatsApp on WhatsApp

The business you talked to is responsible for your data, and Veflat SAS processes it on its behalf. You have two options:

• Write directly to that business and ask it to delete your information; it can delete your data from its account.
• Email us at soporte@veflat.com with the subject line "Data deletion", stating the WhatsApp number you wrote from and the name of the business. We will forward your request to the responsible business, confirm that to you and, where appropriate, delete your data following its instructions.

Identity verification

To protect your data, we only delete information when we can verify the request is yours. For accounts, writing from the registered email is enough. For end customers, we may ask for details that let us locate the conversation (WhatsApp number, business, approximate date) and an additional confirmation. If we cannot verify your identity, we will tell you and explain how to complete it.

Timeframes

• We respond to and handle your request within 15 business days from when it is complete.
• If we need more time, we will tell you why and give a new date, which will not exceed 8 additional business days, as Law 1581 of 2012 allows.
• If your request is incomplete, we will tell you within 5 days so you can complete it.
• We will confirm by email when the deletion is done.

What we delete

When an account is deleted, we irreversibly delete or anonymize the data associated with it:

• Account data: name, email, password (hash), sessions and memberships.
• WhatsApp channel: the access token is revoked and deleted, along with the connected number's data.
• Contacts and conversations: messages, internal notes, labels and assignments.
• Configuration: automations, keywords, links, welcome and out-of-hours messages, and branding.

What we may retain and why

• Billing, payment and accounting and tax support records, for the period required by Colombian law.
• Audit and security records (for example, contact exports and fraud prevention), for as long as needed for those purposes.
• Data we must keep to meet a legal obligation, an authority's order or to defend against a claim.
• Aggregated or anonymized statistics that no longer identify you.
• Backups, which are removed through periodic rotation [pending: state the period].

Data held by third parties

Meta/WhatsApp and the payment processors (Mercado Pago, Wompi, PayPal) process data under their own policies. To delete what they hold, you must contact each of them. Messages already on the other person's phone cannot be deleted from Veflat WhatsApp.

More information and complaints

See our Privacy Policy to learn about your other rights (to know, update, rectify, delete and revoke authorization). If you are not satisfied with our response, you may file a complaint with the Superintendence of Industry and Commerce (SIC) of Colombia.