Deleting your data

1. Who this page is for

• Tenants and members of their household, landlords and contractors whose details a letting agency handles in Voxa Estate, including people who have messaged an agency on WhatsApp.
• Staff of an agency that uses Voxa Estate, and agencies that want all their data deleted.
• People with a VoxaMTD account.

2. How to ask

• Tenants, landlords and contractors: The letting agency that uses Voxa Estate is in charge of your data (in law, the controller). Ask the agency to delete it. You can also email hello@voxamtd.com: we pass your request to the agency within 5 working days and carry out what it decides.
• Agency staff: Ask your agency to remove you, or email hello@voxamtd.com from the email address you sign in with.
• An agency leaving Voxa Estate: The agency's account owner emails hello@voxamtd.com from the account email address. We return or delete all the agency's data within 30 days of its instruction, or within 60 days of the end of the agreement if it gives none, and confirm deletion in writing.
• VoxaMTD account holders: In the app, go to Settings, then Delete Account, or email hello@voxamtd.com from your account email address. If the in-app deletion cannot finish, it stops before deleting anything and tells you; email us and we will deal with it.

Please tell us your name, the phone number or email address your data is held under, the agency's name if there is one, and whether you want everything deleted or only some of it (for example particular messages or photos). We may ask you to confirm the request from that phone number or email address, so we know it is you.

3. What we delete

• Your messages, photos, videos and voice notes, and the text of voice notes.
• Your name and contact details.
• Written records and details of phone calls.
• Spreadsheets an agency uploaded with your details in them.
• For a VoxaMTD account: the account and the records in it, except anything listed in the next section.
• Copies held by the companies that help us run the service are deleted under their own terms (for example, Anthropic states it deletes what we send it within 30 days). Copies in our daily database backups are overwritten within 7 days.

4. What may have to be kept, and why

• Records an agency must keep: Where an agency is the controller, it may decide to keep a repair record to show what was reported and what was done, for up to 6 years after the job, in case of a claim about the repair. The agency tells you what it keeps and why.
• Locked job record entries: Some entries in the job and compliance record are hash-chained and externally timestamped, so a later change would show up, and they are not deleted by an ordinary request. We keep an audit trail of changes. When a deletion request is to be met, we delete or redact the records around such an entry and restrict the entry itself: it is hidden from ordinary use and kept only in case of a legal claim. Today these entries can include a property's postcode and a phone number.
• Tax records: For a VoxaMTD account, records behind a return you sent to HMRC may need to be kept for as long as the law requires tax records to be kept.
• "Do not message" list: If you replied STOP, we keep your phone number on this list so you are not messaged again.

If we cannot delete something, we tell you what it is and why.

5. How long it takes

We reply within one month of receiving your request (UK GDPR). If a request is complex, or you send several, the law allows up to two more months; if we need them we tell you within the first month, and why. Where an agency is the controller, the one-month deadline is the agency's, and we act quickly enough for it to meet it.

Deletion is carried out by a person, not automatically, and we confirm in writing when it is done.

6. Facebook and WhatsApp

Voxa does not use Facebook Login and receives no Facebook user IDs. When you message an agency on WhatsApp, the message reaches us through Twilio with your phone number and what you sent, not a Facebook account. There is nothing linked to a Facebook account for us to delete: the steps above cover everything we hold from WhatsApp. To delete your WhatsApp account itself, use the WhatsApp app.

7. Who we are

Voxa MTD Limited, company number 16984959, registered office 4 Allcroft Road, 4 Hillside Court, Reading RG1 5DJ, United Kingdom. Registered with the Information Commissioner's Office, number ZC113197. Email: hello@voxamtd.com. Our full privacy policy has more detail.

If you are unhappy with how we handle your request, you can complain to the Information Commissioner's Office: ico.org.uk/make-a-complaint or 0303 123 1113.