Innopartner Pte Ltd - Innovators Messaging Hub This page explains how to request deletion of your personal data held by Innopartner Pte Ltd ("we", "us", or "our") in connection with our Innovators Messaging Hub platform. Depending on how you interact with our platform, please follow the appropriate instructions below. FOR END USERS (Customers Who Received WhatsApp Messages) If you are an End User - someone who received WhatsApp messages from a business using our Innovators Messaging Hub platform - please read this section. Understanding Data Control The business that sent you messages is the primary controller of your personal data (your phone number, name, and message history). We process this data on their behalf as a service provider. How to Request Data Deletion Option 1: Contact the Business Directly (Recommended) Contact the business that sent you the WhatsApp messages and request deletion of your personal data. They are required to handle your request under applicable data protection laws. Option 2: Contact Innopartner If you cannot reach the business or they are unresponsive, you may contact us: Email: inquiry@innopartner.co Subject Line: "Data Deletion Request - End User" Please include in your request: Your phone number (including country code) The name of the business that sent you messages A brief description of your request Any supporting information to help us identify your data What Happens Next Verification: We will verify your identity to protect against unauthorized deletion requests Processing Time: We will process your request within 30 days of verification Confirmation: We will confirm completion of your request via email What Gets Deleted: Your message history and conversation data Your contact information (name, phone number) Any custom data or tags associated with your profile Important Notes: If the business has a legal obligation to retain certain data (e.g., transaction records for tax purposes), some information may be retained as required by law After deletion, the business will no longer be able to message you through our platform We cannot delete data from WhatsApp's systems - for that, please contact Meta/WhatsApp directly FOR PLATFORM USERS (Businesses Using Our Platform) If you are a Platform User - a business or individual with an account on Innovators Messaging Hub - please read this section. How to Delete Your Account and Data Step 1: Export Your Data (Optional but Recommended) Before requesting deletion, you may want to export your data: Log into your Platform account Navigate to Settings → Data Export Download your conversation history, contacts, and analytics This step is optional but recommended for your records Step 2: Cancel Your Subscription Log into your Platform account Navigate to Settings → Billing → Cancel Subscription OR email us at inquiry@innopartner.co with subject "Account Cancellation" Step 3: Request Data Deletion Email: inquiry@innopartner.co Subject Line: "Data Deletion Request - Platform User" Please include in your request: Your account email address Your business name WhatsApp Business Account phone number (if applicable) Confirmation that you want all data permanently deleted What Happens Next Confirmation: We will confirm receipt of your request within 2 business days Outstanding Obligations: Any outstanding payments must be settled before deletion Final Export Opportunity: We will give you 14 days to export your data if you haven't already Deletion: After the 14-day period, we will permanently delete your data within 90 days Confirmation: We will send final confirmation when deletion is complete What Gets Deleted Deleted Immediately: Your Platform access is terminated Your account settings and preferences Custom automations and chatbot flows Team member access Deleted Within 90 Days: All End User conversation data and message history Contact lists and customer information Templates and broadcast messages Analytics and reporting data WhatsApp Business Account connection (disconnected from our platform) What We Retain (And Why) Retained for 7 Years (Singapore Tax Law Requirement): Billing records and invoices Payment transaction history Subscription history Retained for Legal Compliance: Records necessary to comply with legal obligations Records required for dispute resolution (if applicable) Anonymized, aggregated data for service improvement (cannot identify you) Important Notes: Account deletion is permanent and irreversible You are responsible for exporting any data you need before deletion Deleting your Platform account does NOT delete your WhatsApp Business Account with Meta - you must do that separately through Meta Fees already paid are non-refundable upon account deletion VERIFICATION PROCESS To protect against unauthorized deletion requests, we may ask you to verify your identity by: Confirming details from your account or message history Responding from your registered email address or phone number Providing government-issued ID (in exceptional cases) This verification protects your privacy and ensures only authorized individuals can delete your data. RESPONSE TIMELINE Our Commitment: Acknowledgment: Within 2 business days of receiving your request Verification: Within 7 business days (if verification is required) Completion: Within 30 days for End Users, 90 days for Platform Users (after final export period) Why It Takes Time: We must verify your identity to prevent unauthorized deletions We need to locate all your data across our systems We must ensure backup copies are also deleted We must comply with legal retention requirements If we cannot complete your request within the stated timeframe, we will inform you of the delay and provide a revised timeline. EXCEPTIONS TO DELETION We may decline or delay deletion requests in the following circumstances: Legal Obligations: We are required by law to retain certain data (e.g., financial records, legal disputes) Law enforcement or government authorities have requested data preservation The data is subject to ongoing legal proceedings Legitimate Business Interests: Outstanding payment disputes Active fraud investigation Contractual obligations requiring data retention Technical Limitations: Data is in backup systems scheduled for automatic deletion Data is anonymized and no longer identifiable to you If we cannot fulfill your deletion request, we will explain the reason and your options. PARTIAL DELETION REQUESTS You may request deletion of specific data rather than all your data: For End Users: Delete specific conversations or messages Delete your contact information but retain anonymized analytics Delete data from a specific time period For Platform Users: Delete specific End User data Delete old campaigns or conversation history Delete team member data How to Request Partial Deletion: Email us with specific details about what data you want deleted. We will assess feasibility and respond within 7 business days. DELETION OF DATA FROM THIRD PARTIES Important: We can only delete data stored on our systems. We cannot delete: Meta/WhatsApp Data: Messages stored on WhatsApp's servers Your WhatsApp account or profile Message delivery records held by Meta To delete data from Meta/WhatsApp, please visit: https://www.whatsapp.com/legal/privacy-policy Other Third Parties: Data stored in integrated CRMs or tools Data you've exported to other systems Backups made by the business outside our platform You must contact these parties directly to delete data from their systems. AFTER DELETION What Happens: You will receive email confirmation when deletion is complete The business (for End Users) or you (for Platform Users) will no longer be able to access the deleted data Data cannot be recovered after deletion Backups containing your data will be deleted according to our backup retention schedule (maximum 90 days) Your Rights Remain: Even after deletion, you still have the right to: File a complaint with data protection authorities Seek legal remedies if you believe your data was mishandled Contact us with questions about our data handling practices COMPLAINTS AND APPEALS If You're Unsatisfied: If you're not satisfied with how we handled your deletion request, you may: Contact Our Data Protection Officer: Email: inquiry@innopartner.co Subject: "Data Protection Complaint" File a Complaint with Authorities: Singapore: Personal Data Protection Commission (PDPC) - https://www.pdpc.gov.sg EU: Your local Data Protection Authority Other jurisdictions: Your local privacy regulator Seek Legal Advice: You have the right to consult with a lawyer about your data protection rights CONTACT INFORMATION For All Data Deletion Requests: Innopartner Pte Ltd Email: inquiry@innopartner.co Subject Lines: End Users: "Data Deletion Request - End User" Platform Users: "Data Deletion Request - Platform User" General Questions: "Data Deletion Inquiry" What to Include: Your contact information (email and/or phone number) Details about your relationship with our platform Specific data you want deleted Any supporting information Response Time: We acknowledge all requests within 2 business days We aim to respond substantively within 7 business days ADDITIONAL RESOURCES Related Documents: Privacy Policy - How we collect and use data Terms of Service - Platform usage terms Data Processing Agreement - For Platform Users (available upon request) External Resources: WhatsApp Privacy Policy: https://www.whatsapp.com/legal/privacy-policy Singapore PDPC: https://www.pdpc.gov.sg EU GDPR Information: https://gdpr.eu Last Updated: 13 February 2025 | Version: 1.0 Questions? Contact us at inquiry@innopartner.co Innopartner Pte Ltd Email: inquiry@innopartner.co Website: https://www.innopartner.co We are committed to protecting your privacy and respecting your data rights. If you have any questions about this data deletion process, please don't hesitate to contact us.