Data deletion

Last updated 11 November 2026

This page explains how to have information deleted from Hello by Kinilo, the WhatsApp messaging service for healthcare practices provided by Neil Cuninghame Consulting (Pty) Ltd. It covers the information Hello receives when a practice signs in with Facebook to connect its WhatsApp Business Account, as well as everything else Hello holds. Our privacy policy describes that information in full.

What Hello receives through Facebook Login

When a practice connects WhatsApp, Hello receives an access token for the practice's WhatsApp Business Account, the account ID, the phone number ID, the display phone number and the business name. Hello does not store any part of the person's own Facebook profile.

If you are a practice owner

The principal owner can delete the practice's information at any time:

1. Sign in at hello.kinilo.co.za.
2. Cancel the subscription under Settings, then Billing.
3. Open Settings, then Data and privacy. For a copy of everything, choose Download all practice data first. Each patient's conversation can also be downloaded as a dated record from the patient's page.
4. Under Delete this practice, type the practice name to confirm and choose Delete practice. This removes every patient, appointment, message, template and setting for good, and deletes the stored WhatsApp access token and account details.

To disconnect WhatsApp without deleting the practice, an owner can choose Disconnect WhatsApp under Settings, Connections, or email us and we will remove the stored token and account details within 5 working days.

If a practice's trial or subscription ends and no plan is chosen, its information is kept for 90 days and then deleted. Its owners are emailed 30, 14, 7 and 1 day before, each time with how to download everything. Invoices and billing records that company and tax law require us to keep are retained for seven years and then deleted.

Hello's backups are encrypted with a key that belongs to each practice. When a practice is deleted, that key is destroyed immediately, so every backup of the practice becomes permanently unreadable; the encrypted copies themselves expire within 12 months. When a practice erases a patient, the erasure is recorded (by an internal reference only, never a name or number) so that the patient stays erased even if the practice's information is ever restored from a backup.

If you are a practice user or signed in with Facebook

Email hello@kinilo.co.za with the subject "Hello data deletion request", and tell us the email address you sign in with and the name of your practice. We will confirm your request within 5 working days and complete the deletion within 30 days, then write to tell you it has been done.

You can also remove Hello's access from the Facebook side. In Facebook, open Settings and privacy, then Settings, then Business integrations (or, in Meta Business Suite, Settings, then Integrations, then Connected apps), select Hello by Kinilo and remove it. Removing it stops Hello from using the token. To have the information Hello already holds deleted as well, also send the email above or follow the practice owner steps.

If you are a patient

Your information in Hello belongs to your practice, which decides what is kept, and which may have to keep your clinical record for some years. Ask your practice to erase your information; practices can do this in Hello in a single step, and it cancels any messages waiting to be sent to you. If your practice cannot help, email us at the address above and we will pass your request to the practice within two working days and help it respond. You can also stop all messages at any time by replying STOP to the practice on WhatsApp.