Data and account deletion

Login-based identity verification

To protect your account from unauthorised requests, deletion can only be executed by the account holder after signing in. This way we verify your identity before erasing any data.

If you no longer have access to your email or credentials, write to privacy [arroba] citaflow [punto] com from an address we can link to the account and we will help you recover access or verify your identity by other means.

Steps to delete your account from the app or the web

1. Sign in to the CitaFlow mobile app or to admin.citaflow.com with your account email and password.
2. Open the Settings menu and go to Billing & account (admin.citaflow.com/settings/billing).
3. Scroll down to the Danger Zone section at the bottom of the page.
4. Click "Delete my account".
5. To confirm, type DELETE MY ACCOUNT exactly in the text field and click Confirm.
6. Deletion runs immediately and permanently: your session is closed and your account ceases to exist.

If you prefer not to do it yourself, send an email from the address registered in your account to privacy [arroba] citaflow [punto] com with the subject "Account deletion request". We will process it within 30 days at the latest (Art. 12.3 GDPR).

Data that is deleted

Upon confirmation, we permanently erase the following personal and service data:

• User profile: name, email, phone number, password, language, time zone.
• Business details: business name, address, description, working hours.
• Calendar: past and future appointments, confirmation codes, internal notes.
• Directory: clients, services, resources and assigned professionals.
• Settings: channel preferences, messaging templates, integrations (Google Calendar, WhatsApp, Telegram, Instagram, Messenger, Shopify, external invoicing, payments, etc.).
• Generated content: transcripts of assistant calls (AI-handled calls are not recorded as audio), voicemail messages, chat conversations, and knowledge bases.
• Team: employee data and time-tracking records, if you enabled the Team module.
• Notifications: push notification tokens from your devices.
• Consent records linked to your account (without prejudice to the minimum evidence we must keep to defend against claims).
• Credentials and tokens: API keys, OAuth tokens, active sessions.

Data that is retained and for how long

Due to legal obligations or defence against claims, we keep the following data in a separate, access-restricted manner even after your account is deleted:

• Issued invoices and accounting records: up to 4 years (art. 29 Spanish General Tax Act 58/2003) and up to 6 years (art. 30 Spanish Commercial Code) where applicable.
• Payment and anti-money-laundering records: up to 10 years where required by European AML/KYC regulations.
• Security and audit logs (sign-ins, plan changes, administrative actions): up to 90 days in production systems and up to 12 months in cold archives.
• Encrypted backups: automatically overwritten in cycles of up to 35 days; deleted data disappears permanently at the end of the next cycle.
• Anonymised or aggregated data that cannot be re-identified (e.g., usage metrics): may be kept indefinitely for statistical purposes.
• Minimal fraud and abuse prevention records (technical identifiers): for the time necessary to prevent abusive reuse of the service (legitimate interest).

We never use this residual data for marketing or profiling once your account has been deleted.

Export your data before deleting

If you want to keep a copy of your information, you can exercise your right to data portability (Art. 20 GDPR) from Settings → Billing & account → Export my data before deleting your account. We generate a ZIP file with appointments, clients, services and settings in a structured format (JSON/CSV).

Data controller contact

For more information on how we process your personal data, see our Privacy Policy.