Data Deletion Instructions

1. Overview

You can ask Turleno to delete personal data that we hold about you. This page explains how, what we do with a request, and what deletion does not cover. It is public and does not require you to sign in.

2. How to request deletion

Option 1: email us (primary channel)

Write to privacy@turleno.com (the link opens a message with a template). Please include enough to find your data:

• your name and the email address you use with Turleno;
• the account, business, agency or company name;
• your WhatsApp phone number, if the request concerns WhatsApp;
• a description of what you want deleted (for example, a person record, chat and WhatsApp history, or all data).

Option 2: through your agency or company

If you use Turleno through a travel agency or a company account, your agency or company administrator may be able to start deletion of your person record in the platform. You can also ask them to contact us on your behalf. Requests involving an account managed by an agency or company may need to be coordinated with that organisation.

3. Meta / WhatsApp Data Deletion

This section applies to information Turleno receives through its Meta / WhatsApp integration: for example your WhatsApp phone number and identifier, the messages you exchanged with Turleno or with a travel agency that connected its WhatsApp number to Turleno, message IDs, delivery and read status, and related account, phone-number and template identifiers. Requests may cover this information.

• Send your request as described in section 2, and mention that it concerns WhatsApp. Include the WhatsApp phone number and the agency or business you were communicating with, if you know it.
• We will delete, or irreversibly anonymise, the WhatsApp-related information that is under Turleno's control, unless the law requires us to keep it (see section 4).
• If the WhatsApp number belongs to a travel agency that connected its own WhatsApp Business Account to Turleno, the agency owns and controls that account and its customer communications. We may need to coordinate with the agency, and the agency may need to act on its side.
• What this does not cover: we cannot delete data directly from Meta's or WhatsApp's systems. Information held by Meta or WhatsApp, including messages stored on your own device or on WhatsApp's servers, is governed by Meta's and WhatsApp's own terms. You can use WhatsApp's own tools and see the WhatsApp Privacy Policy and the Meta Privacy Policy for how to manage it.

4. What happens after you ask

• Verification. We may need to verify your identity, and, if you act for a business, your authority to make the request. We may ask you to reply from the address on record.
• Deletion or anonymisation. Data under Turleno's control is deleted or anonymised where the law permits.
• What we may have to keep. Some records must be kept for legal, accounting or tax obligations, fraud and security purposes, or to establish, exercise or defend legal claims, for example booking, ticketing and financial records and records of approvals and confirmations. Where we keep data, we limit it to what is needed and stop using it for other purposes.
• Backups. Copies in backups are not edited individually; they expire through the normal backup lifecycle.
• Agency-managed accounts. Requests involving an account managed by an agency or company may need to be coordinated with that agency or company, who may be the responsible controller for that data.
• Third parties. Deleting data from Turleno does not automatically delete information that is independently held by Meta, WhatsApp, airlines, hotels, travel agencies or other third parties. Please contact them directly for their copies.
• Reply. We will confirm receipt and reply within the period required by applicable law, telling you what was deleted and what, if anything, must be kept and why.

5. Other privacy requests

For access, correction, objection or other requests, use the same address: privacy@turleno.com. See the Privacy Policy for your rights and how we handle personal data.