Data deletion instructions
This page explains how to request deletion of data MedicalSuite holds about you, including data received from Facebook, Instagram and WhatsApp.
Last updated: 31 July 2026
Who holds your data
MedicalSuite is software used by clinics. When you message a clinic on Facebook, Instagram or WhatsApp, that conversation is stored in the clinic's own MedicalSuite account.
- The clinic decides what is kept and for how long. In data-protection terms, the clinic is the controller.
- MedicalSuite stores and processes it on the clinic's instructions. We are the processor.
So a deletion request usually goes to the clinic. If you contact us instead, we will pass it to the clinic and help them action it.
What we hold from Facebook, Instagram and WhatsApp
When a clinic connects its accounts, we receive and store:
- Your messages to and from that clinic, including any photos or files you send
- Your name and profile picture as shown on that platform
- A platform identifier for you (a page-scoped ID, Instagram ID, or WhatsApp number) so replies reach the right conversation
- The time each message was sent or received
We do not receive your Facebook password, your friends list, your posts, or anything you have not sent to the clinic.
How to request deletion
Email hello@medicalsuite.ai with the subject "Data deletion request", and include:
- The clinic you messaged
- The platform (Facebook, Instagram or WhatsApp)
- The name or number you messaged from, so we can find the conversation
You may also ask the clinic directly — by message, phone or email. Either route works.
What happens next
| Step | Timing |
|---|---|
| We acknowledge your request | Within 5 working days |
| We confirm your identity and notify the clinic | Within 10 working days |
| Data is deleted and confirmation sent | Within 30 days of the request |
Deletion removes your conversation history, any files you sent, and your contact record from the clinic's MedicalSuite account. Backups are overwritten on their normal cycle, within 90 days.
What may be kept, and why
A clinic may be legally required to keep some records even after a deletion request — for example, medical records under healthcare retention law, or invoices under tax law. Where that applies, the clinic will tell you what is being kept and why. Everything not covered by such an obligation is deleted.
Disconnecting a clinic's accounts
A clinic can disconnect its Facebook, Instagram or WhatsApp accounts at any time in Settings → Integrations. New messages then stop flowing into MedicalSuite. Disconnecting does not by itself delete past conversations — use the request process above for that.