Data Deletion Policy

Last Updated: 18 August 2026

1. Who This Policy Is For

This policy explains how to ask Thrivia to delete your personal data, and what happens after you ask. It covers two groups of people.

  • Registered Users: Creators who list experiences on Thrivia, and travellers who hold a Thrivia Account.
  • Customers who messaged a Creator: If you sent a WhatsApp or Instagram message to a Creator whose account is connected to Thrivia, we hold that conversation. You have the same rights under this policy even if you have never created a Thrivia Account, and you do not need one to make a request.

2. Data We Hold

Account Data

  • Name, email address and phone number.
  • Where you signed in using Google, Facebook, Instagram, Apple, Microsoft, LinkedIn or X, the profile information and permissions you granted at that time.
  • Bookings, tickets and check-in records.

Messaging Channel Data

Where a Creator has connected a WhatsApp Business number or an Instagram professional account so that our AI Assistant can answer their customers, we receive and store, for messages exchanged on that channel:

  • Message content, both the messages you send and the replies sent back by the AI Assistant, the Creator, or the Creator's team.
  • Your WhatsApp phone number, or your Instagram account identifier and handle.
  • Your profile name as supplied by WhatsApp or Instagram.
  • Message timestamps, direction, type, and the messaging platform's own message identifiers.
  • Delivery and status information returned by the messaging platform.
  • Any lead record created in the Creator's CRM from that conversation, including what you asked about.

Media files sent in a chat (images, audio, video, documents) are not stored by us. We record only that a message of that type was exchanged.

3. How to Request Deletion

Email support@thrivia.io with the subject line “Data Deletion Request”.

If you have a Thrivia Account

Include the full name and email address associated with the account, and a clear statement that you wish your data deleted.

If you messaged a Creator on WhatsApp or Instagram

Include the phone number or Instagram handle you messaged from, and a clear statement that you wish that conversation erased. You do not need a Thrivia Account. Naming the Creator you messaged helps us find the conversation faster, but is not required.

We verify every request before acting on it, because erasure cannot be undone. We may ask you to confirm the request from the email address, phone number or handle it concerns. We will not ask you for a password or a payment detail, and we will never ask you to confirm a deletion request by clicking a link in a message sent to you on WhatsApp or Instagram.

4. What Happens Next

  • Acknowledgement: We reply with a reference for your request so you can follow it up.
  • Timeframe: We complete verified requests within 30 days.
  • What is deleted: Your account record and profile, the conversations and message transcripts held for you on a connected Messaging Channel, and any CRM lead created from those conversations.
  • Connected sign-in accounts: Data obtained through a connected Google, Facebook, Instagram or other sign-in is deleted, and the integration is revoked.

5. What We Keep, and Why

Some records survive an erasure request because the law requires it. We keep only what is necessary and we do not use it to contact you.

  • Invoices, subscription-billing records and manual-payment verification records (for example UTR references), where required for tax, GST and legal-compliance purposes.
  • Records needed for fraud prevention, dispute resolution, or to establish or defend a legal claim.

6. Data Held by WhatsApp, Instagram and Other Platforms

Messages you send on WhatsApp or Instagram necessarily pass through Meta's systems, and a copy remains in your own chat history and in Meta's records. Deleting your data from Thrivia does not delete it from Meta. To remove it there, use the privacy controls in the WhatsApp or Instagram app, or contact Meta directly. The same applies to any other third-party service you connected to your Thrivia Account.

Removing Thrivia from your Facebook or Instagram settings revokes our access going forward. It does not, by itself, erase the conversation data we already hold, so send the email in section 3 if that is what you want.

7. Changes to This Policy

We may update this policy to reflect changes in the law or in our practices. The date at the top of this page tells you when it last changed.

8. Contact

Email: support@thrivia.io

This policy sits alongside our Privacy Policy, which describes in full what we collect and why.