Data Deletion and Retention Policy

This policy explains two things: how to ask us to delete your data, and how long we keep each kind of record when you do not.

1. Who can ask, and what happens first

Anyone can ask. You do not need to be a paying customer, and you do not need to log in.

If your employer gave you a Calilio account, ask your employer first. They own the workspace and they decide what happens to the calls, recordings and contacts inside it. We will help them carry it out, but we cannot overrule them. Our Privacy Policy explains the two roles in full.

2. What a deletion request covers

• Your account and profile, including name, username, email address, phone number and images.
• Your call records, recordings and voicemail.
• Your messages, attachments and conversation history, including WhatsApp messages.
• Your stored contacts.
• Your transcripts, call summaries and analysis output.
• Your session, device and login records.
• Marketing attribution recorded against your account.
• Identity verification documents, once the period we are required to hold them has passed.

3. How to make a request

1. Email privacy@calilio.com with the subject line Data Deletion Request.
2. Tell us the email address or phone number on the account, and say whether you want the whole account deleted or only specific data.
3. We may ask you to confirm your identity. This protects you, because otherwise anyone could ask us to delete your account.

4. What happens next

1. Within 5 business days we acknowledge your request in writing.
2. We verify who you are, usually by confirming control of the email address or phone number on the account.
3. 30 days after we receive the request, deletion is initiated. The 30 days exist so you can change your mind, and so you can save anything you need. You can withdraw the request at any time during that period.
4. We confirm in writing when it is done.
5. We reply in full within one calendar month of receiving the request, the deadline set by GDPR Article 12(3). If a request is unusually complex we may extend this and we will tell you why.

5. Cancelling instead of deleting

Cancelling a subscription is not the same as deleting your data.

• Cancelling stops billing and releases your numbers at the end of the paid period. Your data remains until the account is deleted.
• Deleting removes the data as described in this policy.
• Non-payment. An unpaid account is suspended 3 days after the due date, and the workspace is deleted 10 days after suspension. Export anything you need before then.

Three things survive that deletion, and follow their own timetables, because the law or a regulator requires it:

• the records in the retention table below, including invoices, call detail records and security logs;
• identity verification records held for the telecom regulator or carrier that issued your numbers; and
• your phone numbers, which stay reserved and portable for 30 days from the day the account ends, so losing an account to non-payment does not cost you your number. The Terms of Service set out that lifecycle.

6. WhatsApp messages

WhatsApp works differently from our other channels and it is worth being precise about it.

• For WhatsApp business messaging, Meta is the provider of the underlying channel and applies its own handling and retention.
• Meta documents a maximum retention period of 30 days for messages sent through its Cloud API.
• Deleting your Calilio data removes the copies we hold. Copies inside Meta's systems age out under Meta's own retention.
• If you need Meta to act directly, we will tell you how to reach them.

7. What we keep, and for how long

Some records cannot be deleted on request, because the law requires us to hold them. This is the complete list.

Retained records are not used for anything else. They are held only for the reason that requires them, and are deleted when that reason ends.

8. Retention while your account is open

These are the periods that apply during normal use, not only on deletion.

Workspace owners control the first three. If you need shorter retention for recordings or messages, set it in the workspace rather than asking us each time.

9. Questions people ask

Does it cost anything? No. Calilio does not charge for a deletion request.

Do I need an account to ask? No. Email privacy@calilio.com from the address concerned.

Can I delete some things but keep the account? Yes. Say what you want removed and we will confirm what is possible.

What if I change my mind? Tell us within the 30 days and we will stop the request.

Will you tell me when it is done? Yes, in writing.

What if I am not happy with the outcome? Ask for it to be escalated. If you are still not satisfied, you can complain to the Personal Data Protection Commission in Singapore at pdpc.gov.sg, to the Information Commissioner's Office at ico.org.uk if you are in the United Kingdom, or to the data protection authority in your country if you are in the European Economic Area.

10. Changes to this policy

We update this policy when our systems, our suppliers or the law change. The date at the top shows the current version.

11. How to contact us