Data Deletion Instructions
This page explains how to have your data deleted from the WhatsApp omnichannel inbox run by HelloClara.eu (Diego Clément Cayuela, entrepreneur individuel) ("we", "us"), and what happens to your request. It is the data deletion instructions page our Meta app uses.
1. Who can ask for deletion
- A WhatsApp user — someone who sent a message to a business through our inbox. You can ask the business you messaged, or ask us directly using the steps below. The business is the controller of that conversation; we are its processor and can delete the copy we hold.
- A client (business) — a business that uses our inbox. You can ask us to delete conversation data, or to close your inbox account and delete the data connected to it.
2. How to ask
Send an email to services@helloclara.eu with the
subject line Data deletion request. In the message, include:
- the WhatsApp phone number you used, in full international form;
- the name of the business you messaged, or, if you are the client, your business name and your inbox account;
- what you want deleted — the whole conversation, a specific message, the contact record, or the whole inbox account;
- an email address to reply to.
Verification. Before we delete anything, we may ask you to show that you control the WhatsApp number in the request, for example by sending one short message from that number to the test number we give you. This protects you: it stops someone else from deleting your data by writing to us. If you are a client, we check the request against your inbox account.
Please send the request yourself. Do not send us a password, and never send us a one-time code. We never ask for either.
3. What happens, and how long it takes
- We confirm receipt by email to the address you gave us.
- We identify the data. If we need more detail or proof of control of the number, we ask straight away.
- We delete the data from the inbox and from our backups on their normal rotation.
- We confirm the deletion in writing, and say what is left and why.
We answer within one month of receiving the request, as required by Article 12(3) GDPR. If a request is complex or we receive several from the same person, we may extend this by two further months, and we will tell you within the first month and explain why.
4. What we delete
| Data | Deleted on request |
|---|---|
| Conversation messages and their media held in the inbox | Yes |
| The contact record for your WhatsApp number in that inbox | Yes |
| Notes, tags and assignment records the business's staff added to the conversation | Yes |
| For a client: the inbox account, its settings, and the connection to the WhatsApp Business Account | Yes |
5. What cannot be deleted
Some data is not ours to delete. For those items we tell you what we know and who holds it.
- Message metadata held by Meta (WhatsApp). The WhatsApp message ID, the delivery and read status, and any copy of the message that Meta keeps on its own platform are held by Meta under Meta's own retention rules. Meta is the controller of that data. We cannot delete it from Meta's systems. To act on it, use the controls in your WhatsApp app or contact Meta (the Meta Privacy Policy and the WhatsApp Business data processing terms apply).
- Messages already delivered to a device. Once a message is on a phone or a computer in someone's WhatsApp app, that copy is in that person's control. We can delete the copy in our inbox, not the copy on their device. A message a person has backed up in their own WhatsApp backup is inside that person's own backup.
- The WhatsApp Business Account and the business phone number on Meta. Deleting our data does not delete a client's WhatsApp Business Account or remove its number from Meta's platform. The client does that in Meta Business Suite or WhatsApp Manager.
- Records we must keep by law. Invoices and accounting records that French law requires us to keep are kept for the legal period and are not deleted on request. We keep them for that purpose only.
6. Deleting a message vs. disconnecting a channel
If a client removes the WhatsApp connection, we stop receiving new messages for that number and we delete the connection data. Conversation history already in the inbox stays until the client asks us to delete it, or until it is deleted at the end of the retention period stated in our Privacy Policy.
7. Contact
HelloClara.eu (Diego Clément Cayuela, entrepreneur individuel)
23 rue du Grand Fêtre, 05220 Le Monêtier-les-Bains, France
SIRET: 981 619 547 00012
Email: services@helloclara.eu
If you are not satisfied with how we handle a deletion request, you can complain to the CNIL (3 Place de Fontenoy, TSA 80715, 75334 Paris Cedex 07, France, www.cnil.fr) or to the data protection authority of your own country.