Data Deletion Instructions

1. How to Submit a Deletion Request

You can request deletion of your data in the following ways:

• Direct URL (this page): https://ducto.io/data-deletion
• Email: Send your request to [email protected] indicating that you wish to delete your data and including the email or identifier associated with your account or conversation.

2. Data Processing Roles

Ducto Labs LLC acts primarily as a data processor, processing messages and contact information on behalf of its customers (companies that use Ducto). Those customers act as data controllers and are responsible for determining how end-user data is used.

Ducto operates the ducto.io and app.ducto.io platform in the context of integrations with Meta (WhatsApp, Facebook, Instagram).

3. Identity Verification

To prevent unauthorized requests, we may verify the identity of the requester before processing a deletion request. We will indicate the necessary steps if additional information is required.

4. Types of Users and How to Request Deletion

4.1. If you are a Ducto customer (a business with a Ducto account)

If you have an account on Ducto and wish to delete your personal data and that of your organization:

1. Account deletion: You can cancel your account from the application settings (app.ducto.io) or send a request to [email protected].
2. Include in your email the address associated with your account. After verifying your identity, we will process the request within the timelines indicated below.

4.2. If you are an end user (you contacted a company via WhatsApp or another Meta platform)

If you communicated with a company that uses Ducto to manage conversations via WhatsApp, Facebook or Instagram:

• You must contact that company directly (our customer, the data controller) to request deletion of your data.
• As a data processor, Ducto Labs processes messages under the instructions of the customer. Deletion requests from end users are forwarded to the corresponding customer.
• If you cannot locate the company, you may write to us at [email protected] including your phone number or identifier used.

5. Data That Will Be Deleted

Depending on the type of request and your relationship with Ducto, we may delete or anonymize:

• Account data (email, name, settings).
• Billing data associated with the account (subject to retention policy).
• For end users: identifiers, conversation history and associated files, subject to the instructions of the data controller and applicable law.

Data may be temporarily retained in encrypted backups for disaster recovery purposes, after which it will be automatically deleted according to our retention policy.

6. Timelines and Exceptions

• Acknowledgment of receipt: within 7 days.
• Resolution / effective deletion: within 30 days (subject to complexity and legal obligations).
• Maximum retention in backups: 90 days; after which data is deleted according to our retention policy.
• Exceptions: We may retain data when necessary to comply with legal obligations, resolve disputes or exercise legal rights.

7. Contact