Part I — Public Data Deletion Instructions

1. Purpose

These instructions explain how a person or business customer may request deletion of Personal Information associated with Synapse websites, customer accounts, and Synapse-enabled WhatsApp, Messenger or Instagram messaging applications. They also explain important limitations when Synapse processes information on behalf of a business customer.

2. Choose the Request That Applies to You

3. Submit a Request through Synapse

Option A — In-product request

If the feature is available in your account:

1. Sign in to the Synapse application.
2. Open Settings or Administration.
3. Select Privacy, Data Management or Account.
4. Choose Delete Account, Delete User Profile, Delete Conversation Data or Disconnect Integration, as applicable.
5. Review the consequences and confirm the request.
6. Record the confirmation number shown by the system.

Exact in-product navigation: Account deletion is not currently available in-product. Submit deletion requests by emailing privacy@synapsetechinc.com.

Option B — Email request

Send a request to privacy@synapsetechinc.com.

Include enough information to locate the records:

• Your full name and business name, if applicable.
• The email address or username associated with your Synapse account.
• The relevant WhatsApp telephone number, Facebook Page or Instagram account, using only information reasonably necessary to identify the integration.
• Whether you request deletion of the full account, your user profile, specific conversations, connected Meta data or another defined set of information.
• The business you contacted through WhatsApp, Messenger or Instagram, if your request relates to a business customer’s messaging application.

Protect your account

Do not send passwords, access tokens, complete payment-card details or unnecessary identity documents by ordinary email. Synapse may request a safer verification method when additional evidence is needed.

Option C — Website form

Privacy request form: Privacy requests may be submitted by emailing privacy@synapsetechinc.com.

The form should generate a reference number and send an acknowledgement to the requester.

4. Remove Synapse through Meta

A person or business may also remove Synapse access through the applicable Meta account or business settings. The exact navigation may change. Review the connected apps, business integrations, Page access, Instagram connection or WhatsApp integration settings associated with the relevant account and remove Synapse where available.

Removing access may stop future data collection but does not always delete information already stored by Synapse. Submit a deletion request using one of the methods above unless the Meta removal flow confirms that a deletion request was transmitted.

5. What Happens After a Request

1. Synapse records the request and provides an acknowledgement or reference number.
2. Synapse verifies the requester’s identity and authority using information proportionate to the request.
3. Synapse determines whether it controls the information or processes it for a business customer.
4. Synapse searches applicable active systems, integrations and records.
5. Synapse deletes, de-identifies, restricts or returns information as required by law, contract and the customer’s lawful instructions.
6. Synapse records completion and communicates the outcome or any permitted denial or limitation.

Operational acknowledgement target: within 5 business days.

Operational completion target: within 30 days of receiving a verified request, unless additional time is permitted by applicable law.

6. Identity and Authority Verification

Synapse may ask the requester to verify control of an account, email address, telephone number or business role. A business-account deletion request must come from an authorized administrator or other person with sufficient authority. An authorized agent may act where permitted by law, subject to verification of the agent’s authority and, where appropriate, the requester’s identity.

If Synapse cannot reasonably verify the request, it may ask for additional information or decline the request as permitted by law. Information collected for verification will be used only for verification, security, fraud prevention and compliance records.

7. When a Business Customer Controls the Data

If you communicated with a company through a Synapse-enabled WhatsApp, Messenger or Instagram application, that company may control the relevant conversation and customer records. Synapse may forward your request to the company, provide instructions for contacting it, or assist it in responding. Synapse will not delete a business customer’s records contrary to that customer’s lawful instructions unless Synapse is independently required to do so.

8. Information Covered by Deletion

Depending on the verified request and Synapse’s role, deletion may include:

• Synapse user profile and direct account information.
• Meta identifiers and integration records associated with the requester.
• Stored access credentials or authorization records for a disconnected integration.
• Message content, conversation records, attachments and agent notes.
• Contact records and workflow context.
• Customer-provided documents or connected-system data within the requested scope.
• Derived data that can reasonably be linked to the requester, unless an exception applies.

9. Information That May Be Retained

Synapse may retain limited information where permitted or required, including:

• Financial, tax, contractual or transaction records required by law.
• Security, fraud-prevention and audit records necessary to protect the Services.
• Records necessary to establish, exercise or defend legal claims.
• A minimal record that a deletion or suppression request was completed.
• De-identified or aggregated information that can no longer reasonably identify the requester.
• Information temporarily remaining in disaster-recovery backups until the normal backup-rotation period expires.
• Information controlled by a third party or business customer that Synapse does not have authority to delete.

Retained information will remain subject to appropriate access, use and security restrictions.

10. Backups and Technical Copies

Backup deletion period: within a 35-day rolling backup cycle.

Information may remain in encrypted or otherwise protected backups until overwritten or expired according to the normal backup schedule. Synapse will not restore deleted information to active use except when necessary for disaster recovery, and will reapply applicable deletion controls after restoration.

11. Disconnecting an Integration

Disconnecting a Meta integration should, where technically available: revoke or invalidate applicable Synapse access; unsubscribe relevant webhooks; stop new message processing; remove stored credentials according to the retention schedule; preserve only records lawfully required; and provide confirmation to the authorized customer administrator.

Post-disconnection retention for integration metadata: Post-disconnection integration metadata is retained for 30 days, unless longer retention is required for legal, security, or compliance purposes.

12. Opt-Out Is Different from Deletion

A request to stop receiving messages generally suppresses future eligible communications but may not delete account, transaction or prior conversation records. To request both cessation of messages and deletion, make both requests expressly. The business customer remains responsible for honoring its recipients’ opt-outs.

13. Appeals and Complaints

Appeal or complaint method: Appeals or complaints may be submitted by emailing privacy@synapsetechinc.com.

A requester may also contact the relevant privacy or data-protection authority where applicable. Synapse will not discriminate against a person for exercising a legally protected privacy right.

14. Contact