How to delete your data

This page explains how to ask us to delete the personal data we hold about you, including messages you sent a venue on WhatsApp. It sits alongside our privacy policy, which explains what we hold and why.

Which route applies to you

OrdersUp handles personal data in two roles, and that decides who acts on your request.

• If you are a guest of a venue (you booked, emailed, called or messaged a restaurant or bar that uses OrdersUp), that venue controls your data and we hold it on the venue's instructions. Ask the venue first. They can delete your data from OrdersUp themselves, and we support them in doing it. You can also write to us and we will pass your request to the venue and help them act on it.
• If you deal with us directly (you are a venue operator with an OrdersUp login, a billing contact, or you contacted us through our website), we control that data and you can ask us to delete it directly.

How to ask us

Email [email protected] with the subject line Data deletion request.

So that we can find your records and be sure it is you asking, please include:

• the WhatsApp phone number you messaged from, in full international format (for example +65 8123 4567), if your contact with the venue was on WhatsApp;
• any email address or other phone number you used with the venue;
• the name of the venue you dealt with, and roughly when;
• the name you gave when you booked or enquired, if it differs from the above; and
• whether you want everything deleted, or only a particular booking or conversation.

Send the request from an address or number that appears in the data where you can, because that is the simplest way for us to confirm the request is yours. If you cannot, we may ask you one or two further questions before we act, and we will not delete anything until we are satisfied about who is asking.

What we delete

Where the request is one we can act on, we delete the personal data we hold about you in the OrdersUp platform. That includes:

• your guest record, including your name, phone number and email address;
• your bookings and enquiries;
• the messages exchanged with you, including WhatsApp messages sent to or from a venue's WhatsApp Business number;
• transcripts of calls you made to a venue's voice agent; and
• any dietary, allergy or accessibility notes held against your record.

Two limits, so there are no surprises. We may keep the minimum we are required to keep by law, for example records behind a transaction or an invoice, and we may keep anonymous usage counts that no longer identify you. Anything held on a copy that is not deleted at once, such as a backup or a system log, is not used to serve you again and ages out under the retention periods published in our privacy policy.

Deleting your data on WhatsApp itself is separate and is done in WhatsApp, not by us. Deleting a conversation on your own handset does not remove it from a venue's records, and asking us to delete does not delete anything on your handset.

How long it takes

We will acknowledge your request when we receive it, and we will respond within the timeframe the Personal Data Protection Act sets. If your request has to go to a venue because the venue controls the data, we will tell you that and who it went to.

If you are an operator

Deleting an operator account removes your login and you will lose access to your venue's workspace. Your venue's own guest data belongs to the venue and is not deleted with your account. If you want a venue's whole workspace closed and its data removed, that request has to come from the venue, and we will confirm it with the venue before acting.