How to ask us to delete data.

1. Who should you ask?

If you contacted Proviqo through proviqo.ai or by email

Proviqo is the data user for that data. Email info@proviqo.ai from the address you used, say what you would like deleted, and we will reply.

If you are a patient of a clinic that uses Proviqo

The clinic is the data user for your records, including messages you sent to the clinic through WhatsApp or WeChat. Please ask the clinic. We will help the clinic carry out its instructions.

If you have a Proviqo sign-in (clinic staff, or a test account)

Your sign-in belongs to a clinic's account. The clinic owner can deactivate it in Proviqo. To ask about your own sign-in details (name, email, role), email info@proviqo.ai and we will tell you what we can remove. This is separate from the clinic's patient records, which stay the clinic's data, and from the audit trail of what was done under a sign-in, which is part of the clinic's data and is handled as in section 3.

If you are a clinic using Proviqo

Your clinic's data, including messages your patients sent to your connected channels, is deleted on your instruction as described in section 3.

2. Data Proviqo receives from Meta when a clinic connects WhatsApp

This section applies to clinics that Proviqo is currently testing the WhatsApp connection with. When a clinic owner connects the clinic's own WhatsApp Business account through Meta's signup, Proviqo receives:

• an access credential for that WhatsApp Business account, which is stored encrypted and is never shown to anyone in the Proviqo app;
• the identifiers of the WhatsApp Business account and of the clinic's phone number;
• the messages people send to that number, which Meta delivers to Proviqo once the number is connected. Until the clinic turns answering on for its staff testers, Proviqo keeps neither the text nor the sender's number; its service logs note only that a message arrived, with at most the last four digits of the sender's number. Once answering is on, messages from the clinic's enrolled staff testers are handled and kept as part of the clinic's data, and messages from anyone else are not kept.

Proviqo does not receive or keep the Facebook profile of the person who completes Meta's signup; it keeps only the items above.

This data belongs to the clinic's account in Proviqo and is deleted as described in sections 3 and 4.

3. How a clinic asks for its data to be deleted

1. The clinic owner sends a written request to info@proviqo.ai. We do not delete on a verbal request, and nothing is deleted on the same day: there is no undo after a final purge. Ending a subscription is not by itself a deletion request.
2. We offer the clinic an export first: its records, and a list of every stored file, with a checksum wherever one was recorded (the list names the files that have none, or whose checksum is of our stored copy rather than the original upload), so the clinic can check what it received. Export is available on request.
3. Once the clinic confirms the export, Proviqo staff carry out the deletion. In the product, the clinic owner can already mark the clinic's patients, appointments, treatment records, WhatsApp sessions and patient documents as deleted from its Settings screen; that only marks them and does not erase them. Only Proviqo staff permanently remove anything.
4. The data is then permanently removed from our storage and database after the period agreed with the clinic, except records that the clinic or the law requires to be kept (for example the record that the deletion happened); we tell the clinic in writing which records those are and what was removed. Copies in our operational database backups are not removed by this step.
5. The deletion itself is recorded in the audit trail, which keeps a record that it happened.

4. Disconnecting WhatsApp

A clinic owner or admin can disconnect the clinic's WhatsApp number in Proviqo. From that moment Proviqo stops answering on that number and forgets the list of staff testers, whatever happens next. Proviqo keeps a record that the number and its WhatsApp Business account belonged to the clinic, so that no other clinic can take the number, for as long as the clinic's records are kept.

Proviqo then asks Meta to stop sending that account's messages to Proviqo. Until Meta confirms, Proviqo keeps the stored access credential, encrypted and unused, only so it can ask again; the clinic can retry from the same screen. When Meta confirms, or when the clinic owner or admin confirms on the same screen that the clinic has already removed Proviqo in its Meta business settings, the credential is deleted.

Disconnecting does not withdraw Proviqo's access in Meta. To do that, remove Proviqo from the WhatsApp Business account in your Meta business settings, at any time.

Messages already received stay part of the clinic's data until the clinic asks for deletion (section 3).

5. Changes

If we change this page we will update the version and date at the top.

Contact · 聯絡我們

For anything about personal data, email is the best way to reach us; we reply within one business day. 有關個人資料的查詢，請以電郵聯絡我們，我們會在一個工作天內回覆。