First: which of the two cases are you?
Muratrox provides businesses with an automated WhatsApp support service plus a dashboard. That means there are two very different kinds of people here, and the rights are exercised differently.
- You have a Muratrox account because you signed your business up for the service. Go to section 02.
- You messaged a business on WhatsApp and its assistant replied. You have no account with us. Go to section 03.
The difference is not bureaucratic: in the first case we decide about that data, and in the second the business decides and we only carry it out. That is why the path changes.
If you have a Muratrox account
Here Muratrox is the Controller, so you can ask us for deletion directly.
What gets deleted:
- Your account and your contact details.
- Your WhatsApp Business identifiers: the account ID, the phone number ID and the number shown to your customers.
- The access tokens we store encrypted to run your service.
- Your assistant's configuration: catalogue, opening hours, replies and dashboard settings.
- The conversation and order history held in your dashboard.
How to request it: write to hola@muratrox.com from the email address linked to your account, with the subject "Data deletion". We verify it is you and proceed.
Timing: we reply within the 15 business days set by law, and complete the deletion within a maximum of 30 calendar days from the moment we confirm your identity.
If you connected your WhatsApp number through us, you can also revoke our access at any time from your Meta business portfolio settings, under Apps, by selecting Muratrox and removing it. That cuts off access immediately, but it does not erase what is already stored: write to us for that.
If you signed in with Google, Apple or Microsoft, deleting your Muratrox account does not touch your account with that provider. We simply stop having access to your email address and name.
If you messaged a business on WhatsApp
In this case the Controller of your data is the business you talked to, not Muratrox. We are the Processor: we store and process that conversation on their instructions, not on our own behalf.
You have two routes, and both work:
- The direct one: contact the business you chatted with and ask them for deletion. They decide and instruct us.
- The indirect one: write to hola@muratrox.com telling us which business you talked to and from which number. We pass your request to the responsible business and carry out the deletion as soon as they confirm, within the same 30 days.
What gets deleted here: your phone number and profile name, the content of the messages exchanged, any orders you placed through the chat and the technical metadata of those messages.
One thing that is not up to us: the conversation also exists on your own phone and inside WhatsApp. You delete that from your own app; we have no access to your device.
What we may have to keep, and why
Deletion is real and complete except in two cases, which we tell you about in writing if they ever apply:
- Billing records, when a legal or tax obligation requires us to keep them for a set period.
- Minimal security records, when there is an ongoing fraud or abuse investigation and deleting them would prevent resolving it.
In either case we tell you what is kept, why and until when. It is never used for anything else, and it is deleted once the period ends.
Outside those two cases we keep no copies. The retention periods and legal bases are set out in the Privacy Policy.
Contact
For any deletion request, or if anything on this page is unclear, write to hola@muratrox.com. A person answers, not a form.
Nelson David Valencia Alzate (ID C.C. 1.000.898.565), Medellín, Colombia.
If you believe we did not handle your request properly, you may file a complaint with the Superintendency of Industry and Commerce (SIC), the supervisory authority in Colombia.