You may ask us at any time to delete the personal data we hold about you, including your phone number and the content of the WhatsApp messages, SMS or calls related to your appointments.
This page explains what we delete, how to ask for it, and what happens next. Making a request is free.
Who can request deletion
Anyone whose data we process may request deletion, primarily:
- Patients who receive appointment confirmations or reminders by WhatsApp, SMS or phone call.
- People who contacted us through the contact form on this website.
- Users with an account on the Citamed platform.
If you are requesting deletion on behalf of someone else (for example, as a parent, guardian or legal representative), say so in your request so we can verify your authorization.
What we delete
When we process an approved request, we delete the following from our systems:
- Your phone number and contact details (name, email address, postal address).
- The content and history of WhatsApp messages exchanged with our WhatsApp Business number, as well as SMS messages and confirmation call recordings or logs.
- Your communication preferences and the confirmation history associated with your number.
- Usage data we are able to link to you.
How to request deletion
You can use any of the following. All three reach the same team:
- The form on this page
- fill in the form at the bottom of this page. This is the fastest route and the one we recommend.
- write to info@citamed.net with the subject «Data deletion request».
- Phone
- call us at (787) 221-4641 and ask for your data to be deleted.
In every case, include the phone number that receives our messages. That is the identifier we use to locate your information; without it we cannot tell what to delete.
What happens next
- We acknowledge your request within 5 business days.
- We may contact you to verify your identity before deleting anything. This protects your information from third-party requests.
- We complete the deletion within 30 days of verifying the request, and confirm in writing once it is done.
- You will stop receiving appointment confirmations and reminders from us.
Data we may retain
In some cases the law requires us to keep certain information even after a deletion request. We will tell you if this applies to your case:
- Clinical records
- Citamed processes appointment information on behalf of the clinic that treats you. The clinic is responsible for your medical record and may be required by law, including HIPAA, to retain it. If your request covers data under the clinic’s control, we will coordinate with them and tell you who to continue the process with.
- Legal and accounting obligations
- we may retain the records needed to comply with legal obligations, resolve disputes and enforce our agreements, as described in our Privacy Policy.
- Aggregated data
- we may keep aggregated or anonymized statistics that can no longer identify you.
Your data on WhatsApp
Citamed uses the WhatsApp Business Platform (Meta) to send appointment confirmations and reminders and to receive your replies. When we delete your data, we remove your number and the content of that conversation from our systems.
Two additional things to keep in mind:
- The copy of the conversation on your own phone is under your control: you can delete it from WhatsApp at any time, and you can also block our number to stop receiving messages immediately.
- Data that Meta processes as the operator of WhatsApp is governed by Meta’s policies. You can manage it from your WhatsApp account and review the WhatsApp Privacy Policy.
Contact Us
If you have questions about this page or about the status of a request, email us at info@citamed.net or call (787) 221-4641. For more detail on how we handle your information, see our Privacy Policy.
Request data deletion
Send us the details below and we will acknowledge your request within 5 business days.