Data Deletion Instructions

1. How to request deletion

Send an email to hello@dialoud.com with the subject line "Data deletion". There is no mandatory in-app form: the email request is the official channel.

Include, to the extent possible:

• Full name.
• A conversation or account identifier (phone number, email, profile name on the messaging channel, or user ID, if you have it).
• A description of the request: full deletion or deletion of a specific set of data.
• A contact method so we can confirm identity and send the outcome.

Those who use Dialoud as a customer (contracting company) may also request deletion of their own account data, inboxes, contacts, and histories through the same email, hello@dialoud.com, or through platform support.

2. Identity verification

Before deleting, we confirm identity proportionally, so as not to erase another person's data. We may request a reply from the same number, email, or profile used in customer service, or other reasonable proof.

Incomplete requests or those whose ownership cannot be verified will be refused with justification, without disclosing third-party data.

3. What is deleted

When Dialoud is responsible for the processing (or when the customer authorizes deletion), we delete or anonymize, to the extent technically possible:

• Message content and associated media for the identifier provided.
• Conversation metadata (identifiers, date and time, status, when stored by us).
• Profile and contact records linked to that identifier in Dialoud.
• Dialoud account registration data, if the request is for closure of the customer account.
• Operational copies in backups, in the next rotation window, after deletion in the primary system.

Dialoud AI agents process conversation content to provide customer service. That content is not used to train general third-party models. After deletion, it is no longer available for new customer service or consultation on the platform.

4. Timeline and confirmation

We respond to the request within 15 (fifteen) days, extendable by an equal period with justification, under the LGPD. Deletion in the primary system occurs within that period, except in the cases described in Section 5.

Upon completion, we send a confirmation email to the address used in the request (or to hello@dialoud.com if the data subject did not provide another). If deletion is partial, we explain what remains and why.

5. When deletion may be limited

We may refuse or limit erasure, with justification, when:

• There is a legal, regulatory, or litigation defense obligation (retention for the legal period).
• The Dialoud customer is the controller of that conversation and deletion depends on them. In that case, we forward the request or indicate the responsible party.
• The data has already been irreversibly anonymized.
• The messaging channel provider retains copies under its own policy; that processing is not controlled by Dialoud. The data subject may also request deletion directly from the channel provider.

6. Apps on messaging platforms

This URL (https://dialoud.com/en/data-deletion) is the public data deletion instruction for the Dialoud application. A data subject who interacted with the application or a channel connected to Dialoud uses the procedure in Section 1. An in-app button is not required: the email hello@dialoud.com is sufficient and equivalent for review purposes.

We do not sell personal data. We do not use conversation content to train third-party artificial intelligence models.

7. Relationship to the Privacy Policy

Details on collection, legal bases, retention, and other rights (access, correction, portability, withdrawal of consent) are in the Privacy Policy: https://dialoud.com/en/privacy. The Terms of Use are at https://dialoud.com/en/terms.

8. Contact

G MINARELLO SOLUÇÕES DIGITAIS LTDA, CNPJ 23.125.132/0001-45.

Avenida Juscelino K. de Oliveira, 112, Distrito Industrial, Santa Bárbara d'Oeste, São Paulo, Brasil

Data Protection Officer (DPO) and data deletion: hello@dialoud.com.

Last updated: July 10, 2026.