Data Deletion
Last updated: 26 September 2026
This page explains how to have data deleted that Ceni holds because a business connected WhatsApp to Ceni through Facebook (the Ceni Messaging app). It applies alongside our privacy policy, which covers everything else.
What we hold from a WhatsApp connection
When a business connects its WhatsApp Business Account to Ceni, we store:
- Connection details: the WhatsApp Business Account ID, the Meta business ID, which Ceni user connected it, and when.
- An access token that lets Ceni send and receive WhatsApp messages for that business. It is encrypted at rest (AES-256-GCM).
- The business's WhatsApp numbers: phone number, display name and registration status.
- Message templates the business has created, and whether Meta approved them.
- Conversations and messages: the phone number and WhatsApp profile name of each person the business messages, the content of messages sent and received, attachments, and delivery and read status.
We do not store your Facebook password, your Facebook profile, your friends list or your posts. Signing in with Facebook is only used to authorise the connection. We do not use any of this data for our own purposes, sell it, or use it to train AI models.
If you are a Ceni customer
To have your WhatsApp connection and the data above deleted, email support@cenicrm.co.uk from an address on your Ceni account, with "Data deletion" in the subject line. Tell us which organisation it concerns.
When we receive it, we will:
- Confirm the request came from an owner of that organisation.
- Revoke Ceni's access: we unsubscribe Ceni from your WhatsApp Business Account's messages and delete the stored access token, so Ceni can no longer send or receive WhatsApp messages for you.
- Delete the connection details, numbers, templates, conversations and messages listed above.
- Email you to confirm it is done.
You can also remove Ceni's access at any time from Meta's side, without contacting us. In Meta Business Suite on a desktop, select the Business apps tab, click Connected apps, select Ceni Messaging, then click Manage, More and Uninstall. Meta disconnects the app immediately. Doing this does not delete what we already hold, so email us as well if you want that deleted.
If you messaged a business that uses Ceni
That business decides what happens to your messages, and we process them on its instructions. Ask the business directly to delete your data. We will help them do it. If you cannot reach them, email support@cenicrm.co.uk, tell us the business's name and your phone number, and we will pass your request on.
How long it takes
We complete deletion within 30 days of confirming your request. After that, the data may remain in our database's point-in-time backup history for up to a further 30 days, and then it expires permanently. We don't restore it from backups except to recover from a system failure.
Billing records we must keep by law (six years, under the Companies Act 2006 and HMRC rules) are not deleted. They contain no WhatsApp messages.
Messages also exist on WhatsApp itself and on the phones of the people involved. Those are held under Meta's own policies, and deleting your data from Ceni does not remove them.
Contact
The Anderson Halford Group Limited
167-169 Great Portland Street, 5th Floor
London
W1W 5PF