Data Deletion Instructions

1. What to include

• Whether you are an Aora account user or a customer whose conversation was managed through Aora.
• The email address, phone number or channel identifier associated with the relevant account or conversation.
• The business or workspace name, if known.
• A brief description of the data you would like deleted.

Provide only what is needed to identify the request. Do not send passwords, access tokens or unnecessary sensitive documents.

2. Verification and review

We may ask for reasonable verification to protect your information from unauthorized deletion. For data managed on behalf of a workspace business, we may need to coordinate with that business or direct you to it.

We will review your request and explain any additional information needed. Once the scope and authority are confirmed, we will communicate the expected next steps and timing. Processing time depends on the request’s complexity, verification and any applicable retention requirements.

3. What a deletion request may cover

Depending on your relationship with the workspace and the information we hold, eligible data may include account profile information, customer contact records, conversation messages, attachments and related data held within Aora.

Where appropriate, information may be anonymized instead of deleted. Aora cannot delete independent copies held by the workspace business, other conversation participants or third-party messaging platforms. Those parties may require separate requests.

4. Information that may be retained

Some information may need to be retained where reasonably necessary for legal obligations, security, fraud prevention, dispute resolution or service recovery. Backup copies may remain until they are removed through the applicable backup lifecycle.

If a request cannot be completed in full, we will explain the applicable limitations where reasonably possible. Disconnecting a channel or removing platform permissions does not necessarily delete records already held in the workspace.

5. Confirmation and follow-up

We will respond when the request has been completed or explain the remaining steps. For follow-up, reply to the same email thread so we can keep the request in context.

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