Data Deletion Instructions

Last updated: September 2, 2026

This page explains how to request deletion of personal data processed by Atlântida Code in the support platform we host and in the integration with Meta's WhatsApp Business Platform. Requests are free of charge and are completed within 30 days. This is a translation of the Portuguese version, which prevails in case of conflict.

Who can request

• Data subject (individual) — anyone who has messaged, over WhatsApp, a company that uses our platform, or who holds a user account on the platform.
• Business client — the contracting company, which may request deletion of its account, its conversations and the WhatsApp integration.

Where the data belongs to a business client's contacts, Atlântida Code is the processor and the company is the controller. In that case we forward the request to the responsible company and help them handle it, keeping you informed of progress.

Step by step

1. Send an e-mail to privacidade@atlantida-code.com.br with the subject "Data deletion — LGPD".
2. Identify what should be deleted. Provide the phone number in international format (for example, +55 11 90000-0000) and/or the e-mail address of the platform user account. If you know it, also state which company you were messaging.
3. Confirm your identity. To protect the data we ask for confirmation — normally a reply to a code sent to the number or e-mail address you provided. Where there is reasonable doubt, we may request an identity document, used solely for that verification and discarded afterwards.
4. Wait for the acknowledgement, sent within 15 days, with your request number.
5. Deletion is carried out within 30 days of identity confirmation.
6. Final confirmation by e-mail, stating what was deleted and what had to be retained under a legal obligation.

What is deleted

• Conversation history linked to the number or account provided, across every channel in the platform.
• The contact record: phone number, display name, profile picture, labels, notes and custom attributes.
• Attachments sent and received (images, audio, video, documents), including in object storage.
• Message metadata linked to the contact: timestamps, delivery and read states, message identifiers.
• Access tokens issued by Meta and integration credentials, where the request concerns disconnecting the integration or terminating the contract.
• Platform user record: name, e-mail, password hash, preferences and assignments.
• Backup copies, erased in the normal rotation cycle within 90 days. While they exist, backups are encrypted and are not used in normal operation — only for disaster recovery.

What may be retained

Some records are kept after deletion, because the law requires it or to allow rights to be exercised:

• Application access logs, for the period set by the Brazilian Internet Civil Framework (Law 12,965/2014).
• Tax and accounting documents relating to the contract, for the periods set by tax law.
• Data needed for defence in ongoing judicial, administrative or arbitration proceedings, until they end and the limitation periods expire (LGPD, art. 16).
• Minimal abuse and security records (for example, spam blocks), kept in minimised form to prevent recurrence.

Such data is restricted to the purpose that justifies keeping it and is deleted once that period ends.

How a business client disconnects the WhatsApp integration

If you are the client and want to end the connection between your number and our platform:

1. Delete the inbox in Chatwoot. Go to Settings → Inboxes, select the WhatsApp inbox and choose Delete. This stops messages being sent and received through that number.
2. Revoke the app's access at Meta. Open Meta Business Suite → Business settings → Apps (or WhatsApp Accounts → your WABA → Apps), find the Atlântida Code app and remove its access. This immediately invalidates the tokens we used to operate the number.
3. Confirm by e-mail. Write to privacidade@atlantida-code.com.br asking for residual data to be erased. The same timelines apply: 30 days for deletion and up to 90 days for backups.

In coexistence mode, the number keeps working normally in the WhatsApp Business app on your device after disconnection. Messages already delivered to the device stay there, under your control — we have no access to them.

Deletion initiated through Meta

If a user removes the Atlântida Code app through Meta's settings, or if Meta notifies us of a data deletion request, we treat that notification as a deletion request and apply the same process and timelines described above.

Questions and complaints

If you are not satisfied with our response, you may file a complaint with the Brazilian Data Protection Authority (ANPD). Details of your rights are in the Privacy Policy.