Data Deletion Instructions

Luneflow respects your right to have your personal data deleted. This page sets out how to ask us to do that, what we will delete, and how long it takes.

If you have messaged a business that uses Luneflow

Your WhatsApp messages to a Luneflow-powered business are stored on that business's behalf for as long as that business remains a Luneflow subscriber. We do not operate an automatic time-based purge — to have your messages removed, ask the business to delete you, or request erasure from us directly:

• Email privacy@luneflow.co with the subject line Data deletion request.
• Include the WhatsApp phone number you used to message the business, and (if you remember) the business's name or WhatsApp number. We need the phone number to locate your messages.
• We will acknowledge your request within 72 hours and complete deletion within 30 days, as required by UK GDPR Article 17.

If you are a Luneflow business customer

To delete your Luneflow account and all data we hold on your behalf (WhatsApp Business Account configuration, knowledge base, all end-customer conversation history, billing records beyond the 6-year legal retention):

• Email privacy@luneflow.co from the email address on your Luneflow account, with subject line Close account and delete data.
• We will confirm your identity, shut down the integration, and delete your account data within 30 days. Your WhatsApp Business Account itself is not deleted — that belongs to you and is managed in Meta Business Manager.
• You can request a bulk deletion of all your end-customers' conversation history without closing your account — say so in the email.

What we delete

On a completed deletion request we remove: conversation transcripts, end-customer WhatsApp phone numbers held for the subject, business configuration, knowledge-base embeddings, and any copies in our operational backups once those backups roll over (worst case 30 days).

What we may retain

We keep:

• Aggregate, anonymised analytics (e.g. “total conversations handled this month”) that cannot be traced back to an individual.
• Billing and tax records — retained for 6 years as required by UK tax law (HMRC).
• Records of the deletion request itself — so we can demonstrate compliance if audited.

Deleting from WhatsApp itself

Luneflow cannot delete messages from your WhatsApp app or from Meta's own infrastructure. Deleting messages on your phone is controlled by WhatsApp (long-press → delete). Meta's own retention is covered by the WhatsApp privacy policy.

Complaints

If you are unhappy with how we have handled your deletion request you can complain to the UK Information Commissioner's Office: ico.org.uk, 0303 123 1113.