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Data Deletion Instructions

Effective Date: May 15, 2026

1. Overview

Matrix Gateway allows authorized business clients to connect and operate WhatsApp Business integrations through Meta WhatsApp Cloud API.

This Data Deletion Instructions page explains how clients may request deletion of eligible data associated with their Matrix Gateway account, connected WhatsApp Business Account, phone numbers, Embedded Signup attempts, message routing records, and related technical data.

Matrix Clouds Software Solutions will review each deletion request and process eligible data deletion in accordance with applicable laws, security requirements, operational requirements, and Meta and WhatsApp platform policies.

Some records may need to be retained for a limited period where required for legal, security, fraud prevention, accounting, audit, dispute resolution, or compliance purposes.

2. Who Can Request Data Deletion

A data deletion request may be submitted by an authorized representative of a business client that uses Matrix Gateway.

The requester must have authority to act on behalf of the relevant business, WhatsApp Business Account, connected phone number, or Matrix Gateway portal account.

Matrix Clouds may require verification of the requester’s identity, role, business relationship, and authority before processing any deletion request.

Requests submitted by unauthorized individuals, unrelated third parties, or persons who cannot verify their authority may be rejected or delayed until sufficient verification is provided.

3. Effect of Data Deletion and Liability Disclaimer

Clients acknowledge that deleting, disabling, anonymizing, or restricting access to data may affect the operation of Matrix Gateway, connected WhatsApp Business integrations, message routing, portal access, reporting, technical records, support history, and related service functions.

If data is deleted, disabled, restricted, or removed based on a request submitted by the client, an authorized representative of the client, or pursuant to a valid legal, regulatory, judicial, or governmental request, Matrix Clouds shall not be liable for any direct, indirect, incidental, consequential, financial, commercial, operational, reputational, technical, or other damages resulting from such deletion, restriction, or loss of access.

The client is responsible for understanding the operational impact of any deletion request before submitting it. Matrix Clouds may inform the client where a requested deletion may affect service functionality, but the client remains responsible for the consequences of any authorized deletion request.

Nothing in this section limits Matrix Clouds’ right to retain records where retention is required or permitted for legal, security, accounting, audit, fraud prevention, dispute resolution, compliance, or legitimate operational purposes.

4. What Data Can Be Deleted

Eligible data that may be subject to deletion may include:

• Matrix Gateway client portal account information.
• Business profile and client account information stored in Matrix Gateway.
• WhatsApp Business connection records.
• Connected phone number records, where deletion is technically and legally permitted.
• Embedded Signup attempt records.
• Gateway number configuration records.
• Message routing records and webhook event records, where deletion is permitted.
• Technical logs that are no longer required for service operation, security, compliance, audit, or troubleshooting purposes.

Some data may not be immediately deleted if it is required for legal, regulatory, security, accounting, audit, fraud prevention, dispute resolution, compliance, or legitimate operational purposes.

5. How to Submit a Deletion Request

To submit a data deletion request, the authorized client or its authorized representative must contact Matrix Clouds by email at:

legal@matrixclouds.com

The email subject should clearly state:

Data Deletion Request - Matrix Gateway

The request should include sufficient information to identify the relevant Matrix Gateway account, business client, WhatsApp Business integration, connected phone number, and the data requested for deletion.

Matrix Clouds may request additional information or documentation to verify the requester’s authority before processing the deletion request.

6. Information Required to Process the Request

To help Matrix Clouds process a data deletion request, the request should include:

• The client or business name.
• The requester’s full name and role.
• The requester’s business email address.
• The connected WhatsApp phone number.
• The WhatsApp Business Account or business identifier, if available.
• The Matrix Gateway portal account email, if applicable.
• A clear description of the data requested for deletion.
• Any supporting information needed to verify the requester’s authority.

Matrix Clouds may be unable to process a deletion request if the information provided is incomplete, inaccurate, or insufficient to verify the requester’s authority.

7. Processing Time

Matrix Clouds will review data deletion requests within a reasonable period after receiving sufficient information to verify the requester’s identity, authority, and the scope of the request.

Where the request is complete and eligible, Matrix Clouds will make reasonable efforts to process the deletion request within 30 days.

Processing time may be extended if the request is complex, incomplete, requires additional verification, involves technical dependencies, or is subject to legal, security, audit, accounting, dispute resolution, or compliance requirements.

Matrix Clouds may notify the requester if additional time or information is required to process the request.

8. Data We May Retain

Matrix Clouds may retain certain records even after receiving a data deletion request where retention is required or permitted for legal, regulatory, security, accounting, audit, fraud prevention, dispute resolution, compliance, or legitimate operational purposes.

Retained data may include limited technical logs, payment or billing records, security records, audit trails, records of deletion requests, records needed to investigate abuse or policy violations, and records required to protect Matrix Clouds, Matrix Gateway, clients, users, or third parties.

Where full deletion is not possible or not appropriate, Matrix Clouds may restrict access to the data, anonymize it, or retain only the minimum information necessary for the applicable purpose.

Matrix Clouds will not retain deleted data for longer than necessary for the relevant legal, security, compliance, or operational purpose.

9. Disconnection from Meta / WhatsApp

A data deletion request may require disconnecting or disabling the related WhatsApp Business integration within Matrix Gateway.

Disconnection may stop message routing, webhook processing, delivery status tracking, portal visibility, and other service functions related to the connected WhatsApp Business Account or phone number.

Clients may also need to manage or remove related permissions, users, assets, phone numbers, or integrations directly within Meta Business Manager, WhatsApp Manager, or any other relevant Meta platform tools.

Matrix Clouds may assist with disabling or removing the Matrix Gateway connection where technically possible, but the client remains responsible for managing its own Meta Business assets, WhatsApp Business Account settings, and platform permissions.

10. Contact Us

If you have any questions about these Data Deletion Instructions or wish to submit a data deletion, disconnection, or data access request, you may contact Matrix Clouds at:

Matrix Clouds Software Solutions

6/3 C - Sayed Dawoud Street - Next to Andalusia Hospital - Wireless Division - Maadi - Cairo

Email:

legal@matrixclouds.com

Matrix Clouds may request additional information to verify the requester’s identity, authority, business relationship, and the scope of the request before taking any action.