Personal Data Deletion
Zolvion Chatbot Service
01. Scope and data controller
This page describes the procedure for requesting deletion of personal data processed by ZOLVION in the Chatbot Service. It applies both to Clients who contract the service and to End Users who interact with a chatbot operated by one of our Clients.
This procedure is governed by Colombian Law 1581 of 2012, Decree 1377 of 2013 and other applicable Colombian regulations on personal data processing, and forms an integral part of Zolvion's Privacy Policy.
The data controller of personal data is:
- ZOLVION, Miguel Paba
- Citizenship ID No. 1092731430
- Commercial Registration No. 49563, Cámara de Comercio de Ocaña
- Domicile: Ocaña, Norte de Santander, Colombia
- Email: hola@zolvion.com
- Phone: +57 313 858 7389
02. Who can request deletion
The following parties may submit a personal data deletion request:
- Active or former Zolvion Clients, with respect to the data associated with their account and operation.
- End Users who interacted with a chatbot operated by a Zolvion Client, with respect to their conversations and personal data collected during that interaction.
- Duly accredited legal representatives or successors of the data subject.
In any case, you must verify your identity so that Zolvion can address the request in a secure and verifiable manner.
03. How to request deletion
To start, send an email to hola@zolvion.com. Use the shortcuts below or follow the manual steps that match your case.
Opens your mail client with the subject and required fields prefilled. If you'd rather write it yourself, follow the steps below.
If you are a Zolvion Client
You are a business that contracted the Chatbot Service. Include in your email:
- Subject: Personal data deletion request.
- Business name and tax ID (or identity document tied to the contract).
- Email registered to your account.
- What data you are asking to delete: your entire account, uploaded documents, conversations with your End Users, or a specific subset.
If you are an End User
You chatted with a chatbot operated by a Zolvion Client. Include in your email:
- Subject: Personal data deletion request.
- Full name and identity document number (national ID, passport or equivalent).
- Email, phone, or WhatsApp you used when interacting with the chatbot.
- Name of the business or site where you interacted with the chatbot.
- What data you are asking to delete: all information, a specific conversation, a specific data point.
Identity verification
Attach a clear photo or scan of your identity document (national ID, passport or equivalent). Without verification we cannot delete personal data: we need to confirm the request comes from the data subject.
This step follows article 15 of Colombian Law 1581 of 2012, which requires verifying the data subject's identity before acting on their data.
Only Miguel Paba, the data controller at Zolvion, accesses the attachment. It is used solely to validate the request and is deleted as soon as verification is on record, within a maximum of fifteen (15) business days from the closure of the procedure.
Once we receive the request, we will confirm by email within a maximum of two (2) business days that it is being processed and, if necessary, we will ask for additional information to correctly identify the associated data.
04. What data gets deleted
Upon request by the data subject, Zolvion permanently deletes the following information, to the extent that it is under Zolvion's processing:
- Personal identification data (name, email, phone, document number).
- Complete content of the conversations held with the chatbot.
- When the Client closes their account: documents uploaded to the platform (manuals, catalogs, FAQs).
- Session metadata (date, time, duration, session identifiers).
- Admin panel credentials and access tokens, in the case of Clients.
Deletion is permanent and irreversible: once completed, the data cannot be recovered.
05. Legal exceptions
Some data cannot be deleted while a legal or contractual obligation to retain it remains in force. Specifically:
- Billing information and accounting receipts: mandatory retention for ten (10) years, in accordance with article 28 of the Colombian Code of Commerce and DIAN tax regulations.
- Data required to comply with tax, accounting or fraud prevention obligations.
- Information necessary to address judicial proceedings or formal requests from a competent authority.
- Anonymized or aggregated data with no possibility of re identification, which may be retained for statistical purposes.
In these cases, the data is restricted to the strictly applicable legal use and is automatically deleted once the legal retention period expires.
06. Response time and deletion time
In accordance with article 15 of Law 1581 of 2012, Zolvion will respond to the request within a maximum of fifteen (15) business days counted from the day following the date the request was received.
If for technical or operational reasons it is not possible to complete the deletion within that period, we will inform you of the reasons and the date on which it will be carried out, which in no case will exceed an additional thirty (30) calendar days.
For End Users who interact with a Client's chatbot, Zolvion will also notify the corresponding Client so that they can fulfill their own duty as Data Controller, in accordance with the law.
07. Deletion confirmation and escalation
Once the deletion is executed, you will receive a confirmation by email from hola@zolvion.com, indicating the data that was deleted and the date of the operation.
If you do not receive a response within the indicated terms, or if you consider that your request was not properly addressed, you can escalate the case via WhatsApp to +57 313 858 7389, including the reference code we sent you when confirming the start of the procedure.