1. Your Right to Erasure
Section 12 of the Digital Personal Data Protection Act, 2023 gives you, as a Data Principal, the right to have your personal data erased. This page explains exactly how to exercise that right with Pluxo, what happens after you ask, and the narrow set of records we are legally required to keep. Pluxo is a product of Clevora AI Private Limited (CIN: U62099KA2025PTC201284), registered at 235, Binnamangala, 2nd Floor, 13 Cross Road, Indira Nagar, Bangalore-560038, Karnataka, India. Deletion is free. You do not need to give a reason, and asking will never affect the care you receive from a clinic.
2. Who to Ask, and Why It Depends
Pluxo handles data in two different roles, and that decides who you should contact. If you are a PATIENT: The clinic you contacted is the Data Fiduciary for your health information. It decides what to collect and why. Pluxo processes that data on the clinic's instructions. • For your appointments, health intake answers, or clinical notes, contact the clinic directly. They can delete your record themselves, and we will act on their instruction. • If you cannot reach the clinic, or you want the data Pluxo itself holds (WhatsApp message logs, call recordings and transcripts, website analytics), write to us and we will handle it. Either route works. Write to us if you are unsure and we will route it correctly rather than send you away. If you are a CLINIC or PRACTITIONER: You are our customer and we are the Data Fiduciary for your account. Contact us directly to delete your account and everything in it. Note that deleting your account also deletes the patient records held under it, so please meet your own retention obligations first.
3. How to Request Deletion
Email legal@pluxo.ai with the subject line "Data deletion request". Tell us: • The phone number or email address you used, so we can find your records • The clinic you interacted with, if you are a patient and you remember it • Whether you want everything deleted, or only a specific part (for example call recordings but not your appointment history) We will acknowledge your request within 24 hours and verify that the request genuinely comes from you or from someone you have nominated. Verification is usually a confirmation code sent to the phone number or email already on record. This step exists to stop someone else deleting your data, and we cannot skip it. You may also nominate another person to exercise this right on your behalf, including in the event of your death or incapacity, as provided under Section 14 of the DPDP Act.
4. Data Connected Through Facebook or WhatsApp
Some clinics connect their own WhatsApp Business number to Pluxo using Facebook Login for Business. When that happens we receive and store the clinic's WhatsApp Business Account ID, phone number ID, business display name, and an access token that lets us send and receive messages for that clinic. We never receive a personal Facebook profile, friend list, or any Facebook activity. To have that data deleted: • Email legal@pluxo.ai as described above, or • Remove Pluxo from your Facebook Business settings (Business Settings, then Integrations or Connected Apps, then remove the Pluxo app). Revoking access there immediately stops us sending or receiving messages on your number. Revoking access alone does not erase what we already hold, so email us as well if you want the stored records removed. On receiving either signal we delete the access token immediately and the remaining connection records within 30 days. Patients messaging a clinic on WhatsApp: your messages sit with the clinic as Data Fiduciary. Deleting a message in your own WhatsApp app removes it from your device only, so use the process in section 3 to have it removed from our systems.
5. What We Delete
On a verified deletion request, we permanently remove: • Your name, phone number, and email address • Appointment history and booking records • Health intake answers, including date of birth, allergies, current medications, reason for visit, and medical history • WhatsApp message history and delivery logs • Voice-call recordings and their transcripts • Any AI-generated summaries or notes derived from the above • Website and analytics identifiers linked to you Deletion is permanent. We do not move records to an archive or a "deleted" flag that can be reversed. Backups are overwritten on a rolling 30 day cycle, so a copy may persist in an encrypted backup for up to 30 days after deletion, and is not accessible or restorable to normal use during that time. We also instruct our processors to delete their copies. Where a processor holds data on our behalf, deletion propagates to them as part of the same request.
6. What We Must Keep, and Why
Indian law requires us to retain a small set of records even after you ask for deletion. We keep only what the law compels and nothing more. • Payment and invoice records: 8 years, as required by the Income Tax Act, 1961 and GST legislation. This is limited to transaction amount, date, and the identifiers needed to substantiate the entry. • Records subject to an active legal claim, dispute, or lawful request from a government authority: retained until that matter is concluded. Anything outside these categories is deleted. Retained financial records are not used for any other purpose, are never used to contact you, and are deleted once the statutory period ends. If we cannot delete something you have asked about, we will tell you specifically what we kept, the legal basis for keeping it, and when it will be destroyed. We will not simply decline.
7. How Long It Takes
• Acknowledgement: within 24 hours • Identity verification: usually the same day, once you reply to our confirmation • Deletion completed: within 30 days of a verified request, and normally much sooner • Encrypted backup rotation: up to a further 30 days • Written confirmation: sent to you once deletion is complete If a request will take longer than 30 days, we will write to you before that deadline explaining why and giving a firm date.
8. If You Are Not Satisfied
Grievance Officer: Prabesh Goyal Email: legal@pluxo.ai Address: 235, Binnamangala, 2nd Floor, 13 Cross Road, Indira Nagar, Bangalore-560038, Karnataka, India The Grievance Officer acknowledges complaints within 24 hours and resolves them within 15 days, or such period as prescribed under applicable law. If you remain dissatisfied after using our grievance process, you have the right to complain to the Data Protection Board of India under the DPDP Act, 2023.
9. Related Policies
This page sits alongside our Privacy Policy, which describes what we collect, why, how long we keep it, and your other rights as a Data Principal, including access, correction, and withdrawal of consent. Read it at pluxo.ai/privacy-policy.
To request deletion, or if you have questions about this page, contact us at legal@pluxo.ai.