Data Deletion

You can ask us to delete the personal information we hold about you. This page explains how, and what happens next. It applies to our website, to our dashboard and client portal, and to Dex, our WhatsApp assistant.

Fastest route - stop the messages now

If you are messaging a business that uses Dex and you simply want it to stop, reply STOP on that WhatsApp conversation. The assistant stops messaging you immediately. Reply HUMAN instead if you would rather talk to a person.

Stopping the messages is not the same as deleting your data. To delete it, use one of the routes below.

If you messaged a business that uses Dex

That business decides what happens to your information - we only host the software on their instructions. You have two options, and either works:

• Ask the business directly. This is usually quickest, because the decision is theirs to make.
• Ask us, and we will pass it on. Email hello@greymc.co.za with the subject line Data deletion request. We forward it to the business within 5 working days, support them in answering it, and tell you once it is done.

To find your records we need:

• The WhatsApp number you messaged from
• The name of the business you messaged, or its WhatsApp number

If you are a Grey Matter client

Email hello@greymc.co.zafrom the address on your account, or ask us through your client portal. You can request deletion of a single end customer's records, of your knowledge base, or of your account in full.

Ask for an export before you ask for deletion if you want to keep your conversations, leads or bookings. Once deleted we cannot recover them.

If you enquired through our website

Email hello@greymc.co.za with the name, email address or phone number you used, and we will delete the enquiry record.

What we do with your request

1. We acknowledge your request within 5 working days
2. We verify that the request comes from you, or from someone entitled to act for you
3. We locate every record tied to you across our systems
4. We delete them, and instruct our providers to do the same where they hold a copy
5. We confirm to you in writing once it is complete, within 30 days of the request

What gets deleted

• Your conversation history and message content
• Your customer profile, including your phone number, any name or contact details captured, and the running summary of your conversation
• Any lead, booking or order record created from your conversation
• Voice note transcripts and any content read from images or documents you sent

What we may have to keep

We may retain a limited amount of information where the law requires it, or to establish or defend a legal claim. In practice this means:

• Billing and accounting records - kept for 5 years, as South African tax law requires
• Your opt-out record - we keep the fact that you asked not to be contacted, so that we can honour it. Deleting it would let the messages start again

Anything kept for these reasons is isolated and is not used for any other purpose.

Messages already delivered to WhatsApp

Deleting our records does not delete the conversation from your own phone, or from the phone of the business you messaged. WhatsApp itself is operated by Meta under its own terms. To remove a chat from your device, delete it in WhatsApp.

If you are not satisfied

Tell us and we will look at it again. You also have the right to complain to the Information Regulator of South Africa at complaints.IR@justice.gov.za.

Contact

Grey Matter Consulting (Pty) Ltd, registration number 2020/255888/07. Information Officer: Craig Haupt. Email hello@greymc.co.za or call +27 81 557 1278.