You have the right to request that Crystalline Equine delete the personal information we hold about you. This page explains how, and what we can and cannot delete.
What Deletion Covers
- Messages you have sent us on WhatsApp, Instagram, Facebook Messenger, or email.
- Our replies to you on those channels, where we control the copy.
- Your contact identifiers (phone number, Instagram handle, Facebook user ID, email address) from our customer database.
- Notes or summaries we have about your conversation history.
What We Cannot Delete
- Booking and transaction records required by UAE accounting and tax law (retained for 7 years from the transaction date).
- Messages stored by the messaging platform itself (WhatsApp, Instagram, Facebook Messenger). Those are governed by Meta's own privacy policy and you must request deletion from them directly.
- Anonymised analytics that no longer contain any identifier linking to you.
How to Request Deletion
- By email (preferred): send an email from the address you want deleted, or a screenshot from the account, to [email protected] with subject "Data deletion request". Include the channel and identifier you want removed.
- By message on any channel: reply to any conversation with us using one of these words: "delete my data", "unsubscribe and delete", or "احذف بياناتي". We treat this as a formal deletion request.
- Via Facebook: if you reached us through Facebook Messenger, you can also request this through the Facebook app's data settings: Settings, Your Information, Download Your Information, Request Deletion.
How Long It Takes
- Acknowledgement: within 3 business days.
- Verification: we may ask one follow-up question to confirm the account is yours.
- Completion: within 30 days of the verified request.
- We will email you, or message you on the same channel, when deletion is complete.
Identity Verification
- To protect against fraudulent deletion requests, we verify that you control the account or address being deleted.
- Verification methods include: replying from the account in question, confirming details of past interactions, or for payment-related records, providing a transaction reference.
Contact
- If you have any difficulty with this process or want to escalate a request, email [email protected] with the subject "Privacy escalation".