Data deletion

Option 1: on WhatsApp (fastest)

Deleting on WhatsApp is immediate once you confirm.

• Open your Viply chat on WhatsApp.
• Send DELETE MY DATA. Turkish (VERİLERİMİ SİL) and Arabic (احذف بياناتي) also work.
• Viply replies with a confirmation message. Tap the "Delete my data" button.
• Viply confirms that your data has been erased.

Option 2: in the web chat

Open https://app.viply.ae/me/privacy in the browser where you used the web chat. If you used WhatsApp, send WEB in the chat to get a one-time link (valid for 10 minutes) that opens it. Press "Delete my data", type DELETE and press "Permanently delete".

Option 3: by email

Write to [email protected] and say that you want your data deleted. If you used WhatsApp, tell us so, and we will reply with the steps.

We can only act on a request that we can tie to you. Your name and email address are not stored with your chat, so an email alone cannot identify your data. We will ask you to confirm from the WhatsApp number or web session the data belongs to, for example by sending DELETE MY DATA from it. A guide, agency, host or relative cannot request deletion for you.

A web chat started without WhatsApp has no phone number, so nobody, including us, can find it again after your browser data is lost. Such a chat that never made a trip is erased automatically after 30 days.

How fast

• WhatsApp and web chat: immediately when you confirm.
• Email: we acknowledge within 24 hours, and we aim to finish within 72 hours of verifying you. We always finish within 30 days.
• Waitlist email address: write to [email protected]; we erase it within 30 days at the latest. Otherwise it is erased after 365 days.

What is erased

These are deleted for good:

• your messages, conversations and pending requests;
• your phone number and its fingerprint (we can no longer link anything to your number);
• check-in photos, and the itinerary with its explanations;
• free-text trip notes, food and access needs, and your login links and sessions;
• unused reward codes (cancelled), and open trips (cancelled).

What is kept in pseudonymised form, and for how long

Pseudonymised means it is tied to a random number that is no longer linked to your phone number, name or chat. It is not anonymous: someone with access to our database could still group it. For that reason it is deleted after 12 months.

• trips (dates, party size, interests, budget band), booking requests and check-ins (place and time; your precise position is reduced to the place): deleted 12 months after you erased your data;
• agent processing records tied to a trip: deleted with the trip.

What is kept longer

Kept because we need it as a record:

• the points history, as an accounting record, with the random number, place, time and points and no link to your trip or check-ins;
• redeemed reward records, with the points ledger entry they belong to;
• the consent record (notice version, times, choices and a fingerprint of the text; the IP fingerprint is removed);
• security and audit records with action codes only; the keyed IP fingerprint in them is cleared after 12 months.

Backups

Backups are replaced on a normal rotation of at most 30 days. If a backup has to be restored, we erase your data again before the service goes back online.

Other choices

• Stop messages only: send STOP (START resumes).
• Copy of your data first: send EXPORT, or use "Download my data" in the web chat.
• After deleting, starting Viply again creates a new account. Points are not restored.