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Data Deletion — ConexiaChat

Last updated: 16 August 2026

This is a courtesy translation. If it differs from the Spanish text, the Spanish version of this document prevails. Eliminación de Datos — ConexiaChat

1. Who this applies to

This page explains how to request deletion of personal data processed by ConexiaChat. It applies both to the merchants who use the platform and to the end users who chatted on WhatsApp with a business that uses ConexiaChat, or whose customer and order data comes from Shopify.

2. How to request deletion

Send an email to contact@conexiachat.com with the subject “Data deletion request” and include the following so we can locate and verify your record:

  • Full name.
  • Account email address (merchants) or contact email (end users).
  • Associated WhatsApp number, in international format (e.g. +52 998 000 0000).
  • Name of the store or business you interacted with, if applicable.
  • Type of request: deletion, access or rectification of your data.

Request data deletion

3. Identity verification

To protect your information, we confirm ownership of the account or the phone number before deleting anything. We may ask you to confirm from the email address or WhatsApp number given in the request. If we cannot verify identity, we will not be able to carry out the deletion and we will tell you so.

4. Response times

  • Acknowledgement: within 72 business hours of the request.
  • Deletion: within a maximum of 30 calendar days from verification of your identity.
  • Confirmation: we will email you once the deletion is complete.

5. What gets deleted

  • Messaging (WhatsApp): the conversation history, phone number and contact name stored in the platform.
  • Shopify: the customer data and order history cached in ConexiaChat (name, email, phone, address).
  • Merchant account: account and organisation data, plus the Shopify and WhatsApp access tokens held in our secrets vault.
  • AI automation: data sent to OpenAI as a sub-processor is deleted under their standard policies, generally within 30 days at most. ConexiaChat keeps no additional copies of those transmissions.

6. Automatic deletion

Beyond manual requests, ConexiaChat runs automatic deletions in two cases: when a merchant uninstalls the Shopify app, we purge their tokens and the data associated with that installation; and when we receive a mandatory Shopify privacy request (customers/redact, shop/redact, customers/data_request), we handle it within the timescales Shopify sets.

7. Exceptions and legal retention

We may keep certain information where a legal, accounting or tax obligation requires it, or where it is needed to resolve disputes or prevent fraud and abuse. In those cases the data is blocked — with no operational use — and deleted once the applicable period expires. Records that are already anonymised or aggregated, and cannot identify you, are not subject to deletion.

8. Contact

For any question about this page or the status of your request, write to us at contact@conexiachat.com. You can also read our Privacy Notice and our Terms of Service.