Data Deletion Instructions

You Can Request Deletion of Your Data

Under the Personal Data (Privacy) Ordinance (Cap. 486) and Meta Platform Policies, you have the right to request deletion of your personal data held by NovixOne, subject to applicable law and reasonable retention requirements.

Identity Verification

To protect data security, we may require identity verification before processing a deletion request. Verification may include confirmation of your registered email address, WhatsApp phone number, or other identifying information. We will not process deletion requests that cannot be reasonably verified.

Merchants (Registered Users)

If you are a NovixOne merchant, please email contact@novixone.ai with the subject "Data Deletion Request" and provide your registered email address and merchant name. We will verify and process your request upon receipt.

End Users (WhatsApp Customers)

If you are a customer who interacted with a merchant via WhatsApp, please contact the relevant merchant directly to request deletion of your data. The merchant is the controller of your data. If the merchant cannot process your request, you may email contact@novixone.ai with the subject "Customer Data Deletion Request" and provide your WhatsApp phone number and the merchant name; we will reasonably assist or redirect to the merchant.

Scope of Deletion

Data deletion will generally cover:

• Account information and profile
• Conversation history
• Order and booking records
• AI-extracted customer memories and preferences
• Uploaded media files
• All AI configurations and business guidelines

Please note: Certain data may need to be retained for a period due to legal, compliance, dispute resolution, or business record-keeping requirements (e.g. financial records retained for 7 years under the Inland Revenue Ordinance; anonymised or aggregated data may be retained indefinitely). We will explain the retention scope in our response.

Consequences of Deletion

Account deletion is permanent and irreversible. Upon deletion of a merchant account: subscription is immediately cancelled (no refund for the remaining billing period or unused credit packs), AI configurations are permanently removed, and the WhatsApp Business connection is disconnected. We strongly recommend that you export any data you wish to retain before submitting a deletion request.

Third-Party Data

Data deletion from NovixOne systems does not affect data held independently by third-party services, including Meta/WhatsApp (conversation history on the WhatsApp platform), Stripe (payment and billing records retained per its own policies and legal obligations), and AI model providers. You must contact such services directly to request deletion of data they hold.

Processing Time

We will generally process data deletion within 30 days of receiving and verifying the request. We may extend the processing period if reasonably necessary and will notify you.

Contact Us

For any questions regarding data deletion, please contact:

Novix Star Limited Address: Rm 1805-06, 18/F, Hollywood Plaza, 610 Nathan Road, Mong Kok, Kowloon, Hong Kong Email: contact@novixone.ai