User Data Deletion Policy

Last Updated: December 2025

1. Overview

This User Data Deletion Policy ("Policy") outlines the procedures and timelines for deleting end-user data from our AI-powered messaging integration service. This policy applies to all client companies using our Service and their end-users.

2. Applicable to

This policy covers:

  • End-user account data (people who send messages through your business accounts)
  • Chat histories and message content
  • Contact information and user profiles
  • Conversation metadata
  • All data associated with individual user accounts

3. Data Retention During Active Subscription

3.1 Retention Period

All end-user data is retained indefinitely while your subscription with us remains active. This includes:

  • Message histories
  • Contact information
  • User profiles
  • Conversation logs
  • Metadata and timestamps

3.2 Purpose of Retention

Data is retained to:

  • Maintain conversation history for customer reference
  • Enable service continuity
  • Support customer service and business operations
  • Comply with your record-keeping obligations

4. Individual User Data Deletion

4.1 User Deletion Request Process

If an end-user requests deletion of their data or if you (the client) wish to delete a specific user's account, follow these steps:

Step 1: Submit Request

  • Contact us at support@nomadsmart.kz
  • Provide the user's identifier (phone number, contact ID, email, or messaging platform ID)
  • Specify that you request complete account deletion

Step 2: Request Verification

  • We will verify that the deletion request is legitimate
  • We may contact you for confirmation of the deletion request
  • We may verify end-user consent when required by law

Step 3: Data Deletion

  • Upon verification, we will permanently delete all data associated with the user account
  • This includes all messages, contact information, and metadata
  • Deletion is irreversible

Step 4: Confirmation

  • You will receive written confirmation of successful deletion within 7 business days
  • Confirmation will include the date and time of deletion

4.2 Scope of Individual User Deletion

When a user account is deleted, the following data is permanently removed:

  • All chat conversations with that user
  • User profile information
  • Contact details
  • Message history
  • Conversation timestamps and metadata
  • AI training or personalization data associated with that user

4.3 Deletion Timeline

  • Processing time: 7 business days from request verification
  • Confirmation: Written confirmation upon completion
  • Irreversibility: Data cannot be recovered after deletion

5. Data Export Before Deletion

5.1 Export Request Process

Before requesting deletion, you can export all data associated with a user account:

Step 1: Request Export

  • Contact us at support@nomadsmart.kz
  • Specify the user account(s) you wish to export
  • Request the data format (JSON, CSV, or other)

Step 2: Data Preparation

  • We will compile all data associated with the user account(s)
  • Data will be formatted in a machine-readable format
  • We will verify data integrity

Step 3: Data Delivery

  • Exported data will be provided within 14 business days
  • Data will be delivered securely (encrypted link or secure transfer)
  • You will have 30 days to download the exported data

Step 4: Deletion Request

  • After export, you can request permanent deletion
  • Follow the deletion process outlined in Section 4

5.2 Export Scope

Exported data includes:

  • All chat messages and conversations
  • User profile information
  • Contact details
  • Message timestamps and metadata
  • Automated response logs

5.3 Export Limitations

Exported data does not include:

  • Deleted messages (permanently removed from our systems)
  • Internal system logs
  • Aggregated or anonymized analytics

6. Bulk Data Deletion Upon Contract Termination

6.1 Termination Deletion Timeline

When your subscription with us is terminated for any reason:

  • All end-user data associated with your account will be scheduled for deletion
  • Deletion will be completed within 90 days of contract termination
  • You will receive confirmation of deletion

6.2 Termination Deletion Scope

Complete deletion includes:

  • All user accounts and profiles
  • All chat histories and message content
  • All contact information
  • All conversation metadata
  • All associated data without exception

6.3 Pre-Termination Data Export

Before your contract terminates, you can export all data:

  • Request full data export at least 30 days before termination
  • We will provide all data in a machine-readable format
  • Export timeline: 14 business days from request

7. Legal and Regulatory Exceptions

7.1 Legal Hold

We may retain data beyond the requested deletion timeline if:

  • Required by law or court order
  • Subject to legal investigation or litigation
  • Required by governmental or regulatory authority

You will be notified of any legal holds on data.

7.2 Compliance Requirements

Data may be retained to comply with:

  • Kazakhstan data protection laws
  • GDPR (if applicable to your operations)
  • Tax and financial record-keeping obligations
  • Court orders or legal proceedings

8. Data Deletion Verification

8.1 Confirmation of Deletion

We will provide written confirmation that includes:

  • User account identifier(s) deleted
  • Date and time of deletion
  • Scope of data deleted
  • Confirmation that deletion is irreversible

8.2 Audit Trail

We maintain records of all deletion requests and completions for:

  • Compliance and regulatory purposes
  • Dispute resolution
  • Service improvement

These audit records are retained for 3 years after deletion.

9. Limitations and Disclaimers

9.1 Technical Limitations

  • Deleted data cannot be recovered once removed from our systems
  • Data in backups may take additional time to expire (typically 30-90 days)
  • Deletion of end-user data does not affect chat history visible to the client through the messaging platform (WhatsApp, Instagram, etc.)

9.2 Platform-Specific Data

  • Data stored by third-party messaging platforms (WhatsApp, Instagram, Telegram) is subject to their own deletion policies
  • We are not responsible for deletion of data maintained by these platforms
  • For platform-specific data deletion, contact the messaging platform directly

9.3 No Guarantee of Complete Removal

While we make reasonable efforts to delete data, we cannot guarantee that deleted data will not exist in system backups or archives for a limited period.

10. Contact and Support

10.1 Submission of Deletion Requests

To request user data deletion or export:

Include in request:

  • Your account/company name
  • User identifier (phone number, contact ID, email, or messaging platform ID)
  • Request type (deletion or export)
  • Reason for request (optional but helpful)

10.2 Request Confirmation

All requests will be acknowledged within 2 business days with:

  • Request reference number
  • Expected timeline
  • Next steps

11. Changes to This Policy

We may update this Policy to reflect changes in our practices, technology, or legal requirements. Changes will be communicated to you via email with at least 30 days' notice.

This User Data Deletion Policy is provided for informational purposes. For legal implementation, we recommend having this reviewed by legal counsel in Kazakhstan.