Data Deletion Instructions

This is a translation provided for convenience. The Portuguese version at /exclusao-de-dados prevails in case of conflict.

A person served on WhatsApp or on Instagram or a business customer of AgenWeb can request the deletion of the personal data processed by AgenWeb through the email below.

How to request

Send an email to kauan@agenweb.com.br with the subject Exclusão de dados (Data deletion). In the email, state:

• your name;
• the phone number used on WhatsApp or your Instagram username, if the request concerns a conversation or a contact;
• whether you are the person served or the contracting business customer;
• what you want to delete.

What is deleted

When AgenWeb is the controller, or when the business customer confirms the deletion of data that AgenWeb processes on its behalf, the deletion covers the data linked to the request: name, phone number, Instagram username (@), the person's Instagram identifier (IGSID), content of the messages and media of the customer service interaction, including Instagram direct messages (Direct) and comments, as well as the account registration data when the request comes from the business customer itself.

Deletion by AgenWeb does not, by itself, delete copies that Meta keeps on WhatsApp and Instagram under Meta's policies.

How to remove access to Instagram

The business customer can remove AgenWeb's access to the Instagram account at any time, in the AgenWeb Console (Configurações › Instagram Direct, that is, Settings › Instagram Direct) or in Instagram itself (Settings › Apps and websites). After that, AgenWeb stops receiving data from that account.

Deadline

AgenWeb responds and completes the deletion within 15 days of receiving the request with the information needed to locate the data.

What may be kept

Data whose retention results from a legal obligation or from the regular exercise of rights may be kept. This includes access logs for the period in art. 15 of Law No. 12,965/2014 (the Brazilian Civil Rights Framework for the Internet, "Marco Civil da Internet") and tax and accounting documents. This data is no longer used in ordinary operation once the deletion of the rest is possible.

If the data belongs to an end customer of a business that uses AgenWeb, that business is the controller. AgenWeb may need to forward the request to it before deleting what it processes on its behalf.