1. Send a deletion request
Email privacy@replace-before-publishing.invalid with the subject “Data deletion request”. You may send the request from the email address associated with your account or provide the WhatsApp phone number associated with the data.
Include:
- your full name;
- the email address or WhatsApp phone number connected to the data;
- the name and WhatsApp number of the business you contacted, if your request concerns a business using Sage;
- the type of data or account you want deleted; and
- enough context for us to locate the data without collecting unnecessary information.
Do not email us a password, one-time code, full payment-card number, government identity document, or a copy of private message history unless we specifically request it through an appropriate channel.
2. Identity verification
We must protect data from fraudulent deletion requests. We may ask you to verify control of the relevant email address, phone number, WhatsApp account, or business account. We will request only the information reasonably needed to verify the request.
3. Requests involving a client business
If you communicated with a business that uses Sage, that business normally controls its customer records. You can contact the business directly. You can also send the request to us. We will identify the relevant business, refer the request where appropriate, and assist the business with deletion from systems we operate on its behalf.
Deleting data from Sage does not automatically delete copies held independently by the client business, Meta, WhatsApp, or another service. Those organisations apply their own retention rules and request processes.
4. What deletion covers
Depending on your relationship with us and the verified scope of your request, deletion may cover:
- contact and enquiry records;
- dashboard account and authentication records;
- WhatsApp conversation content and associated identifiers;
- media, captions, bookings, and conversation status;
- client configuration, uploaded knowledge, and stored credentials; and
- other personal data linked to the verified account or identifier.
If you ask to delete an entire client account, an authorised account owner must make or approve the request. Closing an account may stop connected WhatsApp automation and remove access for all associated staff.
5. What may be retained
We may retain limited information where necessary to comply with law, resolve a dispute, establish or defend legal claims, maintain financial or security records, prevent fraud, document an opt-out, or protect the rights of another person. We will restrict retained data to the relevant purpose and delete or anonymise it when that purpose ends.
Deleted data may remain in protected backups until the relevant backup is overwritten. We will not restore deleted data to active use except where needed for disaster recovery, and any restored data remains subject to the deletion request.
6. Response and completion
We will acknowledge your request and tell you if we need more information. We will then confirm whether the request has been granted, partly granted, or refused, with reasons where the law permits. We will respond and complete approved deletion within the period required by applicable law. Complex requests or data held across multiple providers may require additional time, and we will keep you informed.
7. Other privacy requests
You may use the same email address to request access, correction, completion, withdrawal of consent, or restriction of processing. Read our privacy policy for more information.