Data Deletion Instructions

This page explains how to request deletion of personal data held in connection with Calanai Connect. It is the data deletion instructions page referenced in our Privacy Policy and provided to platform partners, including Meta.

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1. Who should read which section

Calanai Connect is a business messaging platform. Businesses use it to communicate with their own customers. Which route applies to you depends on who you are.

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2. Individuals who messaged a business

2.1 Please read this first

When you message a business on WhatsApp, that business receives your messages and decides what happens to them. Calanai Connect is the software the business uses to manage those conversations. The business — not us — controls your data. In data protection terms, the business is the Data Fiduciary or Controller and we act on its instructions.

This means:

• The fastest route is to contact the business you messaged and ask them to delete your data.
• You may also come to us. We will identify the business, pass your request to them, and support them in carrying it out. We cannot delete your data without that business's instruction, but we will chase it on your behalf.

2.2 How to make a request

Send an email to privacy@calanaihq.com with the subject line "Data Deletion Request", including:

1. The WhatsApp phone number you messaged from, in full international format (for example, +91 98765 43210).
2. The name of the business you messaged, or the WhatsApp number you messaged, if you know it.
3. What you want deleted — all of your data, or specific items such as your conversation history or your contact details.

You do not need to give a reason, and there is no charge.

2.3 What happens next

1. Acknowledgement. We confirm receipt of your request.
2. Verification. We verify that you control the phone number in the request. This protects you — it prevents someone else from deleting or accessing your data. We will normally do this by sending a confirmation to the WhatsApp number itself. We will not ask you for a password, a payment detail, or a copy of an identity document unless it is genuinely necessary and proportionate.
3. Routing. We identify the business or businesses holding data associated with your number and pass the verified request to them.
4. Deletion. The business instructs deletion, and we carry it out across our systems.
5. Confirmation. We confirm to you when the request has been completed, or explain why any part of it could not be actioned.

We respond within the period required by applicable law. If a request is complex or we need more information, we will tell you and explain the delay.

2.4 What gets deleted

On a completed request, the business's account owner deletes your contact record using the tool described in Section 4. This deletion is immediate and covers:

• your contact record and profile details;
• all of your conversations and their complete message history;
• any conversation notes recorded about you;
• your enquiry and lead tickets, including their line items; and
• your consent history.

2.5 What may be retained, and why

Some data may lawfully be retained after a deletion request. Where this applies, we will tell you which category applies to your request:

• Legal and regulatory records — for example transaction and tax records that a business is required by law to keep for a defined period.
• Records needed for legal claims — where the data is necessary to establish, exercise, or defend a legal claim, or is subject to an ongoing dispute or investigation.
• Suppression records — if you have opted out of communications, we retain a suppression record: a one-way cryptographic hash of your phone number — not the phone number itself, which cannot be recovered from the hash — together with the categories of communication you opted out of. Its sole purpose is to make sure the business cannot contact you again on that number. Deleting this record would cause you to start receiving messages again, so it is normally retained unless you specifically ask us to remove it and accept that consequence.
• Audit records — a record that the deletion (and other actions taken in the Service) occurred is retained, as described in Section 3.1. This record does not contain the deleted personal data itself.
• Aggregated and de-identified data — statistics that no longer identify you, and from which you cannot be re-identified, are retained. These contain no personal data.
• Backups — deleted data persists in routine backups until those backups are cycled out in the ordinary course. It is not restored to live systems in the meantime.

2.6 Data held by WhatsApp and Meta

We can only delete data held in our systems. Data held by WhatsApp or Meta on their own infrastructure is not ours to delete. To exercise rights over data held by Meta, use WhatsApp's own privacy controls and contact Meta directly.

You can also stop receiving messages from a business at any time by telling the business to stop, or by blocking or reporting the business inside WhatsApp.

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3. Businesses using Calanai Connect, and their staff

3.1 Deleting your own staff account

Contact your account administrator, who can remove your access. To request deletion of the personal data we hold about you as an individual user, email privacy@calanaihq.com from your registered address.

Note that certain records — for example audit records of actions taken in the Service, and billing records — are retained where we have a legal obligation or a legitimate need to keep them, as described in the Privacy Policy.

3.2 Deleting your business account and all of its data

Deleting a business account in its entirety is not a self-serve action in the dashboard — this is a deliberate design choice, given how consequential and irreversible it is. An authorised representative — typically the account owner or an administrator — should email privacy@calanaihq.com with the subject line "Account Deletion Request", including the business name, the account or workspace identifier, and confirmation that you are authorised to make the request.

We will verify the request with a registered administrator before acting, because account deletion is irreversible.

Before you request deletion, export anything you need. The account owner can download a complete export of the account's data at any time — see Section 5 — and we recommend doing so before requesting deletion, since once deletion is executed, your conversation history, contact records, enquiry records, and configuration cannot be recovered.

Following verification we delete or de-identify the account's data in accordance with the retention terms in our Privacy Policy and in your agreement with us, other than data we are required or permitted to retain under Section 2.5.

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4. Businesses deleting an individual customer's record

If you use Calanai Connect and need to delete a specific customer's data — for example because that customer has made an erasure request to you — the account owner can do so directly from the dashboard:

• Open the contact. Find the customer's contact record and choose to delete it.
• Confirm by phone number. You will be asked to type the customer's phone number, in full international format (for example, +91 98765 43210), to confirm. If it does not match, nothing is deleted.
• This is immediate and irreversible. There is no undo and no recovery once confirmed.
• Only the account owner can do this. Agents and managers do not have permission to delete a contact.

If you are not the account owner, ask your account owner to complete the deletion, or email support@calanaihq.com and we will help route the request to them.

You remain responsible, as the Data Fiduciary or Controller, for responding to erasure requests you receive from your own customers within the time limits applicable to you.

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5. Requesting an export of your data

The account owner can download a complete, machine-readable JSON export of the account's data at any time, on demand — this is a self-serve capability, not something you need to request from us.

If you are an individual asking a business (or us) for a copy of your own personal data, that remains a request we operate on your behalf rather than a self-serve download: see Section 2, or email support@calanaihq.com. See also Section 11 of the Privacy Policy.

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6. If you are not satisfied

If you are unhappy with how we have handled your request, contact our Grievance Officer:

Grievance Officer: Krish Chatterjie Email: privacy@calanaihq.com Address: No.11/41, Narasinghapuram Street, Anna Road, Chennai - 600002, Tamil Nadu, India

You also have the right to complain to a data protection authority — in India, the Data Protection Board of India, and elsewhere, your local supervisory authority.

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7. Contact summary