Data Deletion Instructions

1. Start here

orppio has no automatic "delete my data" button, and we are not going to pretend it does. Deletion requests are handled by a person, after we have checked who is asking and what they are entitled to ask for. Everything below tells you how to get that done.

Send deletion requests to privacy@orppio.com. Which of the sections below applies to you decides what we need from you and how quickly we can act.

2. If you are an agency's customer

You enquired with a pet relocation agency, received a quotation from them, used their client portal, or messaged them on WhatsApp — and it turns out they run on orppio.

1. Ask the agency first. They hold the record, they decide what happens to it, and they can act on it immediately. Their name is on the page or the email you received, and they are the party you have the relationship with.
2. If you cannot reach them, or you would rather come to us, write to privacy@orppio.com. Tell us which agency you dealt with and the email address, phone number or WhatsApp number they have for you.
3. We will verify the request, contact the agency, and delete what we can. Where the record is the agency's to decide about, we will tell you that and put the request to them.

3. If you use orppio at work

You have an orppio login because you work at an agency, or at a partner company invited onto a case.

• To remove your access, ask an owner or administrator at your agency. They can do it from Settings → Team, and it takes effect on your next request.
• To delete your personal account — your name, email address, profile picture, language and time zone, and your sign-in history — write to privacy@orppio.com from the address the account uses.
• Removing your access does not erase the agency's record of the work you did. Quotations you issued, messages you sent and tasks you completed stay on the agency's cases, because they are the agency's business record. Where a name has to remain visible on that record, we will say so.

4. If you run an agency on orppio

An agency can ask us to delete its entire workspace: its clients, pets, leads, quotations, journeys, documents, conversations, files and settings.

• The request must come from an owner of that agency.
• Tell us whether you want the workspace suspended — access stops, nothing is erased, and it can be restored — or deleted, which cannot be undone. If it is not clear, we will ask before doing anything.
• Export anything you need first. We will tell you what we can provide and in what form before we delete it, and we will not start until you confirm.
• Deleting a workspace also disconnects its WhatsApp, Stripe and advertising integrations and erases the WhatsApp access token we hold for it.

5. Deleting WhatsApp data

Where an agency has connected its WhatsApp Business Account, orppio stores the conversations that went through it: contact numbers and WhatsApp profile names, message text, delivery and read status, and media such as images, documents, audio and video. There are three separate things you may want, and they are not the same:

Stop the messaging

Tell the agency to stop contacting you, or block their number in WhatsApp. An agency can also disconnect WhatsApp from orppio at Settings → WhatsApp, which erases the stored access token straight away and stops any further messages — but leaves the conversations already recorded in place.

Delete the conversation from orppio

Ask the agency, or write to privacy@orppio.com with the WhatsApp number concerned and the agency's name. We delete the messages, the delivery statuses, the stored media files and the contact record, together with the raw webhook payloads Meta delivered for them.

Delete it from WhatsApp itself

We cannot do that. The copies held by Meta, and the copies on the agency's own phones, are outside orppio — see WhatsApp's Business Policy and Meta's Privacy Policy.

If an agency is also using the WhatsApp Business mobile app on the same number, deleting a conversation from orppio does not delete it from that phone.

6. How to send a request

Email privacy@orppio.com with the subject "Data deletion request". Include as much of this as applies to you — the more of it we have, the faster we can find the right records and the less we have to ask you for:

• Who you are — your name, and whether you are a customer of an agency, a member of agency staff, or an agency owner.
• Which agency — the name of the pet relocation company you dealt with or work for.
• How to find your records — the email address, phone number or WhatsApp number the agency has for you; and, if you have one, a quotation or case reference from a document or email you received.
• What you want deleted — everything, or specific things: a WhatsApp conversation, an email thread, an uploaded document, a pet's record, your login.

Please send the request from an email address that is already on the record, if you can. It is the simplest way for us to confirm that a request to erase somebody's information is actually coming from them.

7. What happens next

1. We acknowledge it. We aim to confirm receipt within a few business days, and to tell you then whether we need anything else from you.
2. We verify identity and authority. We will ask for what is needed to be sure the request is genuine — and no more than that. We do not require identity documents as a matter of course, and we will not ask for anything we would then have to store.
3. We check with the agency where the record is theirs. Deleting a client, a pet or a relocation removes part of an agency's operating record, so where the request is not the agency's own, we tell them what has been asked for.
4. We delete, and we tell you what was deleted and what was kept. We aim to complete a verified request within 30 days. If a request is complex or we need longer, we will say so and tell you when to expect it.

Deletion is permanent. Once records are removed from the live service they cannot be restored for you, so if you need a copy of anything, ask for it before we delete it.

8. What you can delete yourself

Agency staff with the right permissions can already delete a good deal from inside orppio, without asking anyone. Before it happens, the application shows exactly what else the deletion takes with it and what it leaves behind.

• A lead or enquiry that produced nothing, along with its own timeline.
• A quotation, subject to the rules that protect one a client has already accepted or paid.
• A journey or relocation case and the workflow records under it.
• A generated or signed document, and the files behind it.
• A document template and the PDF it was built from.
• A team member's access, from Settings → Team.
• A WhatsApp connection, from Settings → WhatsApp, which erases the stored access token.

Client records, pet records and individual messages currently have no delete action in the interface. Those are the ones to write to us about.

9. What we cannot delete

Some things survive a deletion request, and it is better that you know which before you ask.

• Records we are required to keep. Invoices, payments and the accounting records behind them have to be retained for the periods tax and company law require, and we cannot delete them earlier. We can usually remove other personal details around them.
• Records needed for a live dispute or a legal claim, until it is resolved.
• Security and abuse records, where deleting them would prevent us from protecting the service or other people using it.
• Copies in backups. Where routine system backups exist, a deleted record may remain in them until they expire in the normal course. It is not restored to the live service.
• Anything held outside orppio. Copies an agency has downloaded, forwarded or printed; email already delivered to somebody's inbox; messages held by Meta or on a phone. We can only delete what is in orppio.
• Aggregate counts that no longer identify anyone — how many cases ran in a month, for instance — are not deleted, because they do not contain your information.

Where we have to keep something, we tell you what and why rather than leaving you to guess.

10. Contact

One address handles every deletion request, and a person reads it.