How to request deletion of your data in Novaru

Effective October 14, 2026. Versión en español: novaru.app/eliminar-datos

Novaru is a service of Viralith Digital LLC that handles WhatsApp, Instagram and Messenger messages for various businesses. This page explains how to ask us to delete your data, how long it takes, what is deleted and what is kept, and why. Requesting deletion is free of charge.

Option 1: from the chat (immediate)

This works on WhatsApp, Instagram and Messenger, in the same conversation where you talked to the assistant. The assistant currently operates in Spanish, so the commands must be written in Spanish.

Write: borra mis datos ("delete my data"; «elimina mis datos», «borra mi información» or «olvídame» also work).
The assistant will explain what will be deleted and ask you to confirm.
Reply exactly: SÍ BORRAR ("YES DELETE"). Any other reply cancels the request and nothing is deleted.
You will receive a confirmation message. Deletion happens at that moment.

If you do not receive a confirmation: the assistant does not reply when a person from the business is handling the conversation or when the business's service is paused. In those cases your request is saved and seen by the business's team, who can delete your data from the Novaru dashboard. If you do not receive a confirmation, email us (option 2): we will handle that request anyway.

Deletion applies to your data in the account of the business you wrote to. If you wrote to several businesses that use Novaru, repeat the request in each conversation or email us.

If you only want to stop receiving messages without deleting your data, write BAJA or STOP. To receive messages again, write ALTA or START.

Option 2: by email

Write to support@viralithdigital.com with the subject "Data deletion".
Include:
- the name of the business you wrote to (or "Viralith / Novaru" if you wrote to us);
- the channel: WhatsApp, Instagram or Messenger;
- the phone number or account you wrote from;
- whether you want everything deleted or only some data (for example, a voice call record or an order).
To prevent someone else from deleting your data, we may ask you to confirm it is you, for example by sending a message from the same number or account. We will never ask for your password.

Timing: we acknowledge receipt within 5 business days and complete the deletion (or explain why we cannot do so for a specific item) within 15 days of receiving your request.

If your data was processed by a client business

When you write to a business that uses Novaru (a clinic, a barbershop, a restaurant), that business is the controller of your data and Viralith acts as its processor. You can:

use option 1 (from the chat), which works the same way in any business's account;
ask the business directly; it can delete your record from the Novaru dashboard; or
write to us (option 2): we will notify the business and coordinate the response within the same 15-day period.

Documents the business is legally required to keep (for example, invoices or a clinic's medical records) can only be handled by the business itself; in that case we will tell you whom to contact.

If you removed the app from Facebook or Instagram

If you are a business that connected its account to Novaru and then removed the app from your Facebook or Instagram settings, Novaru loses access to that account. To also have the associated data deleted, email us (option 2) or use the dashboard to disconnect the channel and request account closure. We also handle deletion requests that Meta notifies to us through that route.

What is deleted

With option 1 or option 2, in the relevant business's account:

your name and the data you provided in the conversation (for example, data captured in a chat form);
the conversation's message history;
internal notes, tags and annotations the business's team made about you or your conversation;
the state of any unfinished process in the chat;
your phone number or Instagram or Messenger identifier, which is replaced with a pseudonym (a code that no longer shows your number) in the record that remains. If you have an upcoming appointment, see below;
from the moment of deletion, we will not send you promotional messages or invitations to come back.

By email, we can also delete voice call records (and their transcript, if the business stored it) and order data, such as the delivery address, when there is no legal obligation to keep them.

What is kept and why

Data kept after a deletion request
Data	Why	Until when
An upcoming appointment you already booked, without your name	Deleting your data is not the same as cancelling your appointment. We will send you only the reminder for that appointment, without your name, because it is the performance of the service you requested. For that, we keep your number until the appointment has passed. If you also want to cancel it, write «cancelar».	Until the appointment has passed; the number is then automatically replaced with a pseudonym.
Invoices and accounting records	Legal accounting and tax obligation of the business or of Viralith.	The period set by applicable law.
A clinic's medical records or care notes	The clinic's legal health-records obligation. They are not deleted by a chat message; you may ask the clinic, which decides according to the law.	The period set by applicable health law.
A record that you requested deletion (date and number of messages deleted, without your name or number)	To demonstrate that we fulfilled your request.	Up to 730 days.
Audit and security logs created before the request	Service security and abuse prevention. They may contain text excerpts; if you ask by email, we review and delete those that identify you and are not necessary.	Deleted automatically after 730 days.
Encrypted backups	Recovery from failures. They are not edited one by one.	The 14 most recent copies are kept; the oldest are deleted as new copies are made.
A record without your name and with a pseudonym instead of your number	Appointments and invoices that must be kept need it as a reference. It no longer shows your name or number.	While those appointments or invoices exist.

Copies outside Novaru. Messages you already exchanged remain in your own WhatsApp, Instagram or Messenger app and in Meta's systems, which Meta processes under its own policy. If the business connected Novaru to another tool (for example, a CRM), the business must delete the data from that tool.

More information

Your other rights (access, rectification, objection, portability) and how to complain to the authority are described in the Privacy Policy.