Data Deletion

1. Overview

You can ask Deepkern to delete the personal data we hold about you at any time. This page explains how to make a request, what we delete, and how long it takes. It applies to:

• Businesses that connected a Facebook account, Meta Business portfolio or WhatsApp Business Account to our apps through Facebook Login for Business or Embedded Signup;
• Users of our software, such as clinic staff;
• Individuals who have messaged, or received messages from, a business that uses our Services on WhatsApp, such as a clinic's patients;
• Website visitors who contacted us or booked a meeting.

2. How to Request Deletion

Option A: Email us (all users)

1. Send an email to hello@deepkern.com with the subject line "Data Deletion Request".
2. Include:
   • your full name;
   • the email address and/or WhatsApp phone number linked to your data;
   • if you are a business: your business name, plus your WhatsApp Business Account ID or connected phone number (if known);
   • if you are a patient or customer: the name of the clinic or business you communicated with;
   • whether you want all your data deleted, or only specific data.
3. Send the email from the address linked to your account if you can. This speeds up identity verification.
4. We will reply with a reference number and, if needed, ask you to verify your identity (see below).

Option B: Remove our app from Facebook (businesses connected via Meta)

1. In Facebook, go to Settings & privacy → Settings → Business integrations.
2. Find the Deepkern app and select Remove.
3. To also remove our access to your WhatsApp Business Account, open Meta Business Suite → Settings → Integrations → Connected apps and remove the Deepkern app, or remove Deepkern as a partner on your WhatsApp Business Account.
4. Removing the app stops new data from reaching us. To make sure we also delete data we already hold, send us an email as described in Option A.

3. Identity Verification

To protect your data from unauthorised deletion requests, we check that the request comes from the person or business the data belongs to. We may ask you to reply from the email address on file. We may also send a one-time code to the WhatsApp number linked to the data and ask you to confirm it, or ask an account owner to approve the request. We use verification information only to process the request.

4. What Gets Deleted

After your request is verified, we permanently delete the following, as applicable:

• Account data: your profile, user accounts, business details, settings and login credentials;
• Meta and WhatsApp connection data: access tokens, Meta Business portfolio ID, WhatsApp Business Account ID, phone number ID, and Facebook profile details received during signup. We also unsubscribe our app from your WhatsApp Business Account webhooks;
• Message data: WhatsApp message content (text and media) and metadata such as phone numbers, timestamps and delivery statuses;
• Appointment data: appointment records, reminder schedules and related contact details;
• Enquiry data: contact form submissions, emails and meeting booking details.

5. What We May Keep

• Legal and financial records: invoices and payment records, for as long as tax and accounting laws require;
• Records of the deletion request itself: your reference number, the date of the request and the date it was completed, kept as proof that we complied;
• Data needed for legal claims or investigations: where we have a legal obligation to keep it, or need it to establish, exercise or defend legal claims;
• Anonymised aggregate statistics that cannot identify you;
• Backups: deleted data may remain in encrypted backups until they are overwritten on their normal cycle, within 30 days. It is not restored or used in the meantime.

Data held by Meta / WhatsApp: messages that pass through WhatsApp are also processed by Meta under its own policies, and remain on the devices of the people in the conversation. We cannot delete data that Meta or WhatsApp holds. To manage that data, use Meta's privacy tools or your WhatsApp settings.

6. Requests from Patients and End Customers

If you are a patient or customer of a business that uses our Services, that business controls your data. You can send your request directly to the business. You can also send it to us. If you send it to us, we will forward it to the business within 5 business days. Unless the business has a legal obligation to keep the records, we will complete the deletion within the timeline below. Some records may need to be kept under medical record-keeping laws. In that case the clinic will tell you which records are kept and why.

7. Timeline

8. Confirmation

When deletion is complete, we will email you a confirmation that includes your reference number, the date of deletion, and a summary of any data we kept and why. If we cannot fulfil all or part of your request, we will explain the reason.

You can check the status of a request at any time by emailing hello@deepkern.com and quoting your reference number.

9. Contact

For questions about data deletion, contact Deepkern at hello@deepkern.com or call +92 336 0191110. For more on how we handle personal data, see our Privacy Policy.