Data Deletion Instructions

01Path A: Self-serve in the dashboard (fastest)

If you have an Orchexa account, this is the recommended path. It is faster and gives you immediate confirmation.

• Sign in at app.orchexa.io.
• Go to Settings → Account → Delete account.
• Confirm with your password and the verification code sent to your email.
• Your account is deactivated immediately. All conversations, knowledge documents, leads, voice recordings, integration credentials, and configuration are scheduled for permanent deletion within 30 days.

02Path B: Email request

If you cannot sign in (lost access, never created an account, or you are an end user whose data was processed through an Orchexa-powered agent), email us:

• Send an email to hello@orchexa.ai with the subject line “Data Deletion Request”.
• Include: the email address or phone number associated with your data, the platform you used to interact (e.g., Facebook Page, Instagram, WhatsApp, TikTok, Zalo, Web chat), and the approximate date(s) of interaction.
• We may ask one verification question to confirm your identity before processing.
• We confirm receipt within 2 business days and complete deletion within 30 days.

03What gets deleted

• Account profile (name, email, phone, password hash, billing details).
• Conversation history: chat messages, voice transcripts, voice recordings (when enabled).
• Knowledge documents and training data you uploaded.
• Leads, contacts, and CRM records created in Orchexa.
• Integration credentials (Facebook, Instagram, WhatsApp, TikTok, Zalo, Google, CRM tokens): revoked and deleted.
• Custom prompts, workflows, and agent configurations.

04What may be retained (legal hold)

We may retain a limited set of records when required by law or for legitimate purposes. These records are isolated, access-restricted, and deleted as soon as the purpose ends:

• Invoices, payment records, and tax documents: retained for 10 years per Vietnamese tax law.
• Anti-fraud and security incident records: retained up to 24 months.
• Backups: encrypted, rotated within 35 days. We do not restore deleted data from backups.
• Anonymized, aggregated metrics (e.g., total turns, latency) that cannot be linked back to you.

05Data received via third-party platforms

Orchexa connects to platforms such as Facebook Messenger, Instagram, WhatsApp Business, TikTok, Zalo OA, and Google. When you delete data at Orchexa, we also revoke our access tokens for those platforms.

Note: deleting data at Orchexa does not delete the original messages on the source platform itself. To remove data on the source platform, you must also visit that platform’s data settings (e.g., facebook.com/settings, accountscenter.instagram.com, takeout.google.com).

06End users (people chatting with an Orchexa-powered agent)

If you interacted with a chatbot or voice agent operated by an Orchexa customer (a business using our platform), that customer is the data controller for your conversation. To delete your data:

• Contact the business directly first. They can delete your conversation from their dashboard immediately.
• If the business does not respond within 7 days, email hello@orchexa.ai with the business name, the channel you used, and the approximate date. We will assist the business in fulfilling your request under our Data Processing Agreement.

07Timeline and confirmation

• Acknowledgement of your request: within 2 business days.
• Permanent deletion: within 30 days from acknowledgement (faster in most cases).
• Backup expiry: within 35 days.
• We send a final confirmation email when deletion is complete.

08Reversing a request

If you change your mind, contact us within 7 days of submitting the request and we will cancel the deletion. After 7 days the action is irreversible.

09Your rights

Deletion is one of several rights guaranteed by Vietnam’s Decree 13/2023/ND-CP on Personal Data Protection and aligned GDPR principles. You may also request access, rectification, restriction, portability, or objection. See our Privacy Policy for the full list.