Data deletion

When you write to a charter company via WhatsApp, Messenger, Instagram, SMS or email and that company handles messages in Portivo, the conversation is stored in its Portivo inbox. The charter company is the controller of this data. Portivo Inc. processes it on the company's behalf, as the privacy policy describes.

The messages also stay in your own app or mailbox (WhatsApp, Messenger, Instagram, the SMS app on your phone, your email) and with the channel provider. Deleting data in Portivo does not remove those copies. You delete them in your app settings or by sending a request to the provider, such as Meta.

The simplest way is to write to the charter company you are talking to, on the same channel or at its contact address, and ask it to delete your data.

You can also email us at privacy@portivo.eu with the subject "Data deletion". Tell us the name of the charter company, the channel (WhatsApp, Messenger, Instagram, SMS or email) and the details we can use to find the conversation: your phone number, email address or profile name. Please do not send scans of identity documents.

We may ask you to confirm that the number or address is yours, for example by sending a message from it. We pass requests made to us to the charter company and carry them out together with it.

From your conversations we delete message content, attachments, your phone number, email address, profile name, the identifiers assigned by WhatsApp, Messenger or Instagram, and the delivery records of those messages.

At your request the charter company can also delete your customer profile in Portivo. Data it must keep by law, such as invoices, remains, and the personal data in your profile is replaced with anonymised values.

The only thing we keep is a record that you do not want messages on a given channel, stored as a cryptographic hash from which the number or address cannot be read. It stops the company from messaging you again on that channel.

Emails you sent to the company's own address, which it forwarded to Portivo, remain in the company's mailbox. Ask the charter company directly to delete them.

We delete data without undue delay and no later than one month after receiving the request (GDPR Art. 12(3)). If a request is particularly complex, the GDPR allows this period to be extended by two months; in that case we tell you within the first month. Once the data is deleted, we confirm it by email or on the channel the request came from.

Deleted data may remain for a limited time in database backups (up to 14 days) and in earlier versions of files (up to 365 days). These are used only to restore the system after a failure, and the data disappears from them on the schedule in the privacy policy.

When a charter company disconnects a channel in Portivo, new messages stop reaching us, but the stored conversation history remains. Removing the Portivo app in your Facebook or Instagram settings withdraws its permissions but does not delete stored conversations either. To delete the history, make a request as described in How to make a request.

To delete a specific customer's data together with their channel conversations, email privacy@portivo.eu from the address linked to your company's Portivo account and tell us which customer it concerns. We delete it within the period in How long it takes.

To delete all of your company's data after the end of our cooperation, including connected channel data (access tokens, account and number identifiers and conversation history), write to the same address. We keep only the data we must retain by law, such as billing documents; the privacy policy gives the periods.

Portivo Inc., 131 Continental Dr, Suite 305, Newark, Delaware 19713, USA, email: privacy@portivo.eu. Representative in the European Union (GDPR Art. 27): Outofplace Poland sp. z o.o., ul. Żabia 4, 18-400 Łomża, Poland.

If you believe we process your data unlawfully, you can lodge a complaint with the President of the Personal Data Protection Office (ul. Stawki 2, 00-193 Warsaw, Poland).