Data Deletion

Data Deletion Instructions

Ecco Italy Srl ("Ecco") is a concierge platform used by hotels, restaurants, and hospitality businesses. If you have interacted with a business that uses Ecco — for example, by sending a WhatsApp message to a hotel powered by Ecco, or by calling an AI receptionist run by Ecco — some of your personal data may be stored by us in order to deliver the reply to you.

This page explains how to request deletion of that data. We comply with the GDPR and with Meta's Data Deletion Instructions requirement.

What data we store

WhatsApp guests

When you send a message to a business that uses Ecco's WhatsApp service, we store:

• Your WhatsApp phone number in E.164 format

• The messages you exchanged with the business (text, voice notes, images, videos, documents, shared locations)

• Transcripts of voice notes (generated to allow the AI to understand your message)

• Basic metadata: message timestamps, WhatsApp message IDs, delivery status

Phone callers

If you called an AI receptionist run by Ecco, we store:

• Your phone number

• Call recording (where permitted by applicable law and disclosed at the start of the call)

• Transcript of the call

• Metadata: call duration, time of call, outcome

How to request deletion

Option 1 — Email (fastest, recommended)

Send an email to privacy@tryecco.com with:

• Subject: Data deletion request

• Body: Your phone number in E.164 format (e.g. +393331234567) and, if possible, the name of the business you contacted (e.g. "Hotel Example, Firenze")

We will:

1. Acknowledge your request within 48 hours

2. Verify your identity — usually by asking you to send a short message from the same WhatsApp number, or to call back from the phone number you provided

3. Delete your data from our systems within 30 days of the verified request

4. Confirm in writing once deletion is complete

The 30-day window accounts for backup rotation. Deletion from active storage is immediate.

Option 2 — Contact the business directly

If you know the business you contacted, you can ask them directly to delete your data. The business acts as the data controller; we will execute their deletion request for your record.

Option 3 — Reply STOP on WhatsApp

For WhatsApp interactions only, replying STOP to the business's number opts you out of further AI-assisted responses and queues your record for deletion as per Option 1 above.

What gets deleted

On a verified deletion request we remove:

• All messages and media files associated with your phone number

• Transcripts

• AI session logs tied to your phone number

• Metadata — except where retention is required by law (e.g. anonymized billing usage records)

What you should know

• Meta's servers are separate. WhatsApp message copies are retained by Meta independently per their own retention policy. Deleting from Ecco does not delete from Meta. You can contact Meta via the WhatsApp Help Center for Meta-side deletion.

• Legal holds. If the business has legal obligations (e.g. consumer complaint records, booking dispute evidence) we may need to retain a minimal subset for the legally required period before completing deletion.

• We do not sell your personal data.

Contact

Questions about this process: privacy@tryecco.com

To file a complaint with the supervisory authority: Garante per la protezione dei dati personali (Italy) or your local EU Data Protection Authority.