Data Deletion Requests
Last updated: August 2026
How to request deletion of your data
To request deletion of data associated with you, email info@claustroai.com with the subject line "Data Deletion Request."
Please include:
- The Instagram username, phone number, or email address you used to contact the practice
- The name of the medical aesthetic practice you contacted, if you know it
- The approximate date of your contact
We will acknowledge your request within 5 business days and complete it within 30 days. We will confirm in writing when the deletion is complete. There is no charge for this request.
If you contacted a practice through Instagram and are unsure which practice uses Claustro AI, email us anyway with the Instagram account you messaged and we will identify it for you.
Understanding who holds your data
Claustro AI provides patient communication software to medical aesthetic practices. When you contact a practice that uses our service, the practice — not Claustro AI — is the owner of your information. We process it on their behalf under a written agreement.
This means:
- We can delete the data we hold. Requests sent to us are honored directly, and we notify the practice.
- The practice may hold additional records in their own systems (their patient management software, their email, their paper files) that we have no access to and cannot delete. To have those removed, contact the practice directly.
- We will help you reach them. If you don't have the practice's contact information, tell us and we'll provide it.
What data we hold from Instagram
If you sent a direct message to a practice's Instagram account, our systems hold:
- Your Instagram-scoped user ID (an identifier assigned by Instagram, specific to this app)
- The message ID and timestamp of your messages
- A record linking your conversation to an automated assistant session
- Any contact details you chose to provide — typically your name, phone number, and the service you asked about
We do not store the text of your messages in our durable records. Message content passes through our systems to generate a reply and is not written to our database. Our AI service provider retains conversation records in de-identified form for up to 90 days under a HIPAA Business Associate Agreement; that retention period expires on its own.
If you booked an appointment, we also hold the appointment request itself — the requested date and time, the service, and the contact details you provided.
What we delete, and what we are required to keep
Upon a verified deletion request, we delete:
- Your conversation records and the link between your Instagram identity and any assistant session
- Your contact details, appointment requests, and any notes associated with you
- Your records in our automated assistant provider's systems
We retain a limited audit record, and we want to be clear about why. Federal health privacy law requires organizations handling protected health information to keep records of when that information was accessed and by whom, for six years. Deleting those records would put us — and the practices we serve — out of compliance.
The retained audit record contains only:
- A system-generated identifier
- The date and time of an access event
- The type of action taken
It contains no message content, no name, no phone number, no email address, and no description of any service or treatment. It cannot be used to identify you or to reconstruct what you communicated. It exists solely to demonstrate that your data was handled appropriately, including that it was deleted when you asked.
Deleting data held by Instagram
This page covers data held by Claustro AI. To remove the Claustro AI Messaging app's access to your Instagram account, or to manage data held by Instagram itself:
- Open Instagram and go to Settings
- Select Apps and websites
- Find Claustro AI Messaging and select Remove
Removing the app's access does not delete data already held by Claustro AI. Email us using the instructions above to request that deletion.
Questions
Email info@claustroai.com. If your request concerns rights under a state privacy law (such as the California Consumer Privacy Act) or under HIPAA, say so and we will route it appropriately.
Claustro AI is a subsidiary of Claustro Holdings LLC.