Version 1.3 · In force since 2026-08-02 Publication address: https://lunahia.com.br/en/data-deletion Portuguese version: https://lunahia.com.br/exclusao-de-dados

Language notice. This is a courtesy translation. The original and legally prevailing text is the Portuguese version. Should any divergence in meaning arise between the two texts, the Portuguese version prevails.

Document status. This page has been in force since 2026-08-02, the date it was published at this address, and it describes the procedure actually in use — the periods below are the ones implemented on the platform. External legal review by a lawyer has not been carried out as of that date: it is an open, tracked item, and it ceased to be a condition of entry into force on 2026-08-02.

This is the data deletion instructions page referenced in Helsen's app with Meta. It applies to anyone: an end user who exchanged messages with a company over WhatsApp, a company that is a Helsen customer, or a business that owns a connected number. The full policy is at https://lunahia.com.br/en/privacy.

Step by step

1. Write to Helsen's privacy channel, the address ia.helsenservice@gmail.com, with the subject "Data deletion". It is the same channel published in section 10 of the privacy policy, at https://lunahia.com.br/en/privacy.
2. Provide at least one identifier so that the records can be located:
   • the phone number in E.164 format (e.g. +5511999999999); or
   • the business-scoped user identifier — the value Meta delivers in the user_id or recipient_user_id fields, in the form US.13491208655302741918. This is the right identifier when the phone number is not available; or
   • if you are a corporate customer, the tax ID and the contact e-mail on the account.
3. Say which company you talked to, if you know. Helsen is the messaging infrastructure; the one that decided to talk to you is the company that owns the number — and, for requests about the interaction itself, that company is the controller.
4. Wait for the acknowledgement of receipt, sent through the same channel.
5. Receive the answer within 15 calendar days of the complete request being received, stating what was deleted at each link of the chain and what the law required to be kept.

No request requires creating an account, installing anything or filling in an authenticated form.

What is deleted at each link of the chain

Deletion in the repository hosted by Meta

The Contact Book is a repository hosted by Meta, not by Helsen. It automatically records the pair phone number ↔ business-scoped user identifier when the feature is enabled on the business portfolio.

Three practical consequences, stated without euphemism:

• Deletion in that repository is done by business-scoped user identifier, through Meta's own Contact Book API. That is why step 2 asks for that value whenever it is available.
• There is no API to list the contents of that repository. Helsen cannot enumerate what is there to check before or after.
• Helsen does not control the execution time nor the retention in that repository. It forwards the request and reports whatever outcome it obtains.

What is not deleted, and why

Outside those cases there is no discretionary retention: everything else follows the periods published in the privacy policy and is deleted automatically at the end of each one, regardless of any request.

Note on the format of this page

Meta accepts, in the app registration, a data deletion instructions URL as an alternative to the deletion callback. Helsen adopted the instructions URL: there is no end-user account in Helsen's console today, and a deletion callback presupposes an authenticated user to be removed. Migration to a callback will happen once a real user account exists in the console — and this page will then point to the new flow, without ceasing to exist.

Version history