Data Deletion Policy

1. How to Request Data Deletion

You can request the deletion of your personal data through any of the following methods:

• Email: Send a data deletion request to support@carima.ai with the subject line "Data Deletion Request"
• In-App: Navigate to Settings > Privacy > Delete My Data within the Carima application
• WhatsApp: Send a message to our official WhatsApp business number requesting data deletion

Please include your registered phone number or email address in your request so we can verify your identity and locate your account.

2. Identity Verification

To protect your privacy, we verify your identity before processing deletion requests. Verification methods include:

• Confirmation via the email address or phone number associated with your account
• One-time verification code sent to your registered contact information
• For requests made by authorized agents: Written authorization from the account holder and verification of the agent's identity

3. What Data Will Be Deleted

Upon a verified deletion request, the following data associated with your account will be permanently removed:

• Personal information (name, phone number, email address)
• Voice recordings and transcripts
• Message history across all integrated channels (WhatsApp, Telegram, Instagram, TikTok, SMS)
• CRM records and customer interaction data
• Social media integration data
• Analytics and usage data
• Account preferences and settings

4. Data Retention Exceptions

Certain data may be retained even after a deletion request due to legal and regulatory obligations:

• SMS consent records (timestamps and consent method) - retained for 4 years as required by telecommunications regulations
• Data required to comply with legal obligations, court orders, or governmental requests
• Financial transaction records as required by tax and accounting regulations
• Anonymized and aggregated data that cannot be used to identify you

5. Deletion Timeline

We process data deletion requests as follows:

• Acknowledgment of your request within 2 business days
• Identity verification within 5 business days
• Complete deletion of eligible data within 30 days of verification
• Removal from backup systems within 90 days

6. Controller vs. Processor Distinction

When deleting data, please note the following distinctions:

• Data where Carima is the controller (your account data, usage data): We handle deletion directly upon your request
• Data where Carima is the processor (End User data processed on behalf of a Business Customer): The Business Customer, as the data controller, is responsible for directing us to delete this data. End Users should contact the relevant business directly for such requests
• We will assist Business Customers in fulfilling their obligations to respond to End User deletion requests

7. Appeal and Objection Process

If your deletion request is denied (in whole or in part), you have the right to:

• Receive a written explanation of the reasons for denial
• Appeal the decision by contacting support@carima.ai with the subject line "Deletion Appeal"
• Lodge a complaint with the relevant supervisory authority (see our Privacy Policy for details)
• For California residents: Contact the California Attorney General's office
• For EU/EEA residents: Contact your local data protection authority
• For Turkey residents: Apply to the KVKK Board (Kisisel Verileri Koruma Kurulu)

8. Confirmation

Once your data has been successfully deleted, we will send a confirmation email to the address associated with your account. Please note that after deletion, your account will be permanently deactivated and you will no longer be able to access Carima services with that account.

9. Third-Party Data

Data that has been shared with or collected from third-party platforms (such as WhatsApp, Instagram, Telegram, and TikTok) through our integrations will be deleted from our systems. However, please note:

• Data stored directly on third-party platforms is subject to their own data retention and deletion policies
• We will make reasonable efforts to request deletion from third-party service providers we have shared your data with
• You may need to separately request data deletion from those third-party platforms

10. Instagram and Meta Platform Data

If you connected an Instagram Professional or Business account, the following applies to the data we collected from it through Meta's Instagram Graph API (direct messages, comments, media metadata, and insights):

• Disconnecting the account in Carima, or removing the Carima app from your Instagram/Meta settings, immediately revokes our access token and disconnects the account. Meta notifies us of app removals so we can revoke access automatically.
• To delete the Instagram messages and comments we have stored, submit a deletion request using any method in Section 1; upon verification we remove the connection and the collected Instagram data from our systems.
• Content that remains on Instagram itself is governed by Meta's own data policies and must be managed through your Instagram account.

11. Contact Us

If you have questions about this Data Deletion Policy or need assistance with a deletion request, please contact us: