How to request deletion of your data

Last updated: 23 October 2026

This page explains, step by step, how you can ask Xerinolia to delete your personal data. The request is free of charge and you can make it at any time, wherever you live.

Data deletion instructions for the Meta app. This page is the Data Deletion Instructions URL of Xerinolia's Meta (Facebook) app, which businesses use to connect their WhatsApp Business account to the Xerinolia Core platform. It also applies to anyone else whose data we process.

Controller: Albert Farré Puche (Xerinolia), NIF (tax ID) 78086337A, Avda. de les Basses, 8 — 25133 Vilanova de Segrià (Lleida), Spain.

Where to write: hola@xerinolia.com, with the subject “Data deletion”.

1. What to do, depending on your case

If you…	What to do
have written to or called a business that uses a Xerinolia assistant (WhatsApp, web chat or phone)	Contact the business, or write to us with the phone number you used and the name of the business (section 2).
are a business and have connected your WhatsApp Business to Xerinolia	Remove our app's access from Meta Business Suite and/or ask us to erase the data (section 3).
have tried a Xerinolia demo	Write to us with the number you used or the details of the demo (section 4).
have been contacted by us with a presentation of our services	Tell us that you do not want to be contacted again (section 5).
have written to us through the form on xerinolia.com	Write to us from the same email address (section 6).

2. You have talked to a business's assistant

When you write to or call a business that uses Xerinolia's assistants (through its WhatsApp, the chat on its website or its phone line), the business is the controller of your data and Xerinolia processes it on the business's behalf. You can make the request in two ways:

Directly to the business. You will find its contact details and its privacy policy on its website or its WhatsApp profile. The business can handle the request and instruct us to delete the data.
By writing to us. Send an email to hola@xerinolia.com with the subject “Data deletion” and include:
- the phone number you used (on WhatsApp or for the call);
- the name of the business;
- the channel (WhatsApp, web chat or phone) and, if possible, the approximate date;
- if you used the chat on a website, since we do not store your name there, please also give the website address, the day and approximate time and, if possible, the first message you wrote.
We forward the request to the business within 1 business day at the latest and confirm this to you.
We delete the data on the business's instructions: we erase the messages and anonymise the contact, the conversations and the associated contact or booking records; we also erase the phone conversations held by our voice provider. If you write to the business again later, a new contact will be created, without the previous history.
Data that the business holds in its own systems (for example, in its CRM or calendar) must be deleted by the business; we will tell it which data that is.

Even if you do not ask, conversations are erased automatically once the retention period set by the business has passed (by default, 90 days). To delete the identifier that the chat stores in your browser, clear the site data for the business's website in your browser settings.

3. Your business has connected WhatsApp to Xerinolia

If you have connected your business's WhatsApp Business number to Xerinolia through Meta's signup, you can remove our access and ask us to delete the data. The WhatsApp Business account, the number and access to WhatsApp Manager remain yours in all cases.

A. Remove our app's access

Option 1: from Meta Business Suite. This requires a person with full control of the business portfolio.

Go to Meta Business Suite and open the business Settings.
Choose one of these routes:
- Business integrations: select Xerinolia's app and click Remove; or
- Accounts > WhatsApp accounts: select the WhatsApp Business account, open the Partners tab and remove Xerinolia.
Confirm the action. Menu names may vary slightly depending on the language and version of Meta's interface.

When you do this, Meta notifies us, we mark the channel as disconnected, we stop using the access authorisation and the assistant stops replying on your WhatsApp. If you also want us to delete the data, follow step B.

Option 2: ask us. Write to hola@xerinolia.com from the business's contact email address. We will disconnect the channel from the platform and unsubscribe our app from your WhatsApp Business account.

If you came here from your Facebook settings. If you removed Xerinolia's app in your Facebook account settings (Settings & privacy > Settings > Apps and websites or Business integrations) and asked there for your data to be deleted, Facebook sends you to this page. Xerinolia does not receive any automatic notice of that request: to complete it, write to us as described in step B. To remove the app's access to the business's WhatsApp Business account, use option 1.

B. Request deletion of the data

Write to hola@xerinolia.com with the subject “Data deletion”, from the business's contact email address or through an authorised person, stating the name of the business and the WhatsApp number.
Before carrying out the request, we will confirm the scope of the erasure with you through a second channel (for example, by phone), because deleting the data may make it impossible to continue providing the service. If you wish, we will first give you a copy of the data in a structured, commonly used format.
If you still have a contract with Xerinolia, the request is treated as an instruction under the data processing agreement. To terminate the service, the provisions of the contract apply (Terms of Service).

C. What we delete and when

Data	When we delete it
Access authorisation to your WhatsApp Business account (token) and verification PIN, stored encrypted	As soon as we carry out your request, without waiting for the conversation retention periods; and, in any case, when the contract ends.
Account and number identifiers, display name, quality rating and account events	Together with the channel, when we carry out the request or when the contract ends.
Your customers' conversations, contacts, leads and bookings	When you ask us to or, otherwise, once the retention period you have set has passed (by default, 90 days for conversations). When the contract ends, after a 30-day period in case you want to retrieve them, and within 45 days at the latest.
Agents, conversations and numbers at the voice provider	When the contract ends, together with the rest of the data.
Access to calendars and CRMs	Revoked and deleted when they are disconnected or when the contract ends.
Backups	Deleted data disappears from them when the backups that contain it expire, generally within 14 days.

We cannot delete the copies held by Meta (for example, the history in WhatsApp Manager or in the WhatsApp Business app), or data in your own systems, such as your CRM or calendar. Temporary copies kept by AI model providers expire in accordance with each provider's periods.

4. You have tried a Xerinolia demo

In demos (the chat on the demo page, Xerinolia's demo WhatsApp number or the voice test), the controller of the data is Xerinolia.

Write to hola@xerinolia.com with the subject “Data deletion” and include:
- if you used WhatsApp, the number you wrote from;
- if you used the chat, the name of the business in the demo, the day and, if possible, the first message you wrote;
- if you used the voice test, the name of the business in the demo, the day and the approximate time.
We erase the conversations, transcripts, summaries and any data you provided in them. If we cannot identify you, we will tell you and, if you ask us to, we will erase all the conversations of that demo on that day.

Even if you do not ask, demo conversations are erased no later than 90 days after each message. To delete the identifier that the demo chat stores in your browser, clear the site data for core.xerinolia.com in your browser settings.

5. We have contacted you for commercial prospecting

Tell the Xerinolia person who contacted you, or write to hola@xerinolia.com with the name of the business and, if possible, the phone number, email address or website through which we contacted you.
We erase your business's record and the associated notes and activities.
So that we do not add you again in future searches, we keep only a cryptographic digest (hash) of minimal data in an internal suppression list. If you would prefer us not to keep even that, tell us; in that case, however, we will not be able to prevent your data from appearing again in a future search of public sources.

6. You have written to us from xerinolia.com

Write to hola@xerinolia.com from the same email address you used in the form, with the subject “Data deletion”. We will erase your enquiry and your contact details. If you do not ask, they are kept for a maximum of 2 years from the last contact.

7. Other cases

If you are or have been a user of the Xerinolia Core console, or a representative or contact person of a client, write to the same address. We will erase the data we are not required to keep (section 10). For your other rights (access, rectification, objection, restriction or portability), see the Privacy Policy.

8. Time limits

When Xerinolia is the controller (demos, prospecting, website, console and client representatives): we reply to you and carry out the request without undue delay and, at the latest, within one month of receiving it (Article 12(3) GDPR). If the request is complex or we receive a large number of requests, this period may be extended by two further months; in that case we will tell you within the first month, giving the reasons.
When we act on behalf of a business (conversations with its assistant): we forward the request to the business within 1 business day at the latest. The business must reply to you within the one-month period the law gives it, and we carry out the erasure when it instructs us to.

9. Identity verification

To prevent anyone from deleting another person's data, we may check that the request is yours. We will only ask you for the bare minimum of information: for example, that you write to us from the WhatsApp number or email address in question, or that you confirm a code we send you. We will not systematically ask you for a copy of your identity document. If a representative acts on your behalf, they must provide proof of their authority. For businesses, the request must be made by an authorised person and we confirm it through a second channel.

10. What we may keep and why

We delete all the data we are able to delete. We keep only the minimum that the law requires us to keep or that we need to show that we have complied, in blocked form and available exclusively to judges, courts and competent authorities:

invoices and accounting records: 6 years;
the contract and the evidence of acceptance of the contract and of the data processing agreement, and a minimal client record (name, legal name, NIF, sector, service type and dates): for as long as they may be needed to defend ourselves against claims;
the platform's audit log: 2 years;
the record of your request, so that we can show that we have dealt with it: 3 years;
evidence of consent (for example, to receive reminders): 3 years;
the cryptographic hashes in the prospecting suppression list, unless you have asked us not to keep them.

Deleted data disappears from the backups when those backups expire, generally within 14 days.

11. Confirmation

Once we have dealt with your request, we will confirm in writing, to the address or number from which you wrote to us, which data we have deleted, which data we have had to keep and why. If we cannot fulfil the request, in whole or in part, we will explain the reasons. In any case, you can lodge a complaint with the Spanish Data Protection Agency (AEPD) or the Catalan Data Protection Authority (APDCAT).

12. Data processed by Meta

Meta and WhatsApp also process the data of their services as controllers, in accordance with their own policies. This page covers the data held by Xerinolia. To delete the data held by Meta or WhatsApp, use the options in your account and see the WhatsApp Privacy Policy and the Meta Privacy Policy.

13. Contact

For any question about the deletion of your data: hola@xerinolia.com or Avda. de les Basses, 8 — 25133 Vilanova de Segrià (Lleida), Spain.

Related documents: Legal Notice and Privacy Policy · Terms of Service.