Data deletion instructions
Last updated 3 August 2026
This page explains how to ask Ondio (Pty) Ltd to delete the personal information we hold about you, including any WhatsApp conversation you have had with a property that uses our messaging assistant. It applies to guests and to staff of accommodation providers alike.
What we hold
Depending on how you have used the service, we may hold your name, email address, phone number, booking details, notes you sent us, and the content of WhatsApp messages exchanged with a property's number. Our privacy policy sets this out in full.
How to request deletion
- Email greeff@ondio.co.za with the subject line "Data deletion request".
- Tell us how to find your data. Send the request from the email address you used when booking, or include the WhatsApp number you messaged from. If you know it, add the name of the property and the approximate dates — it helps us locate the right records.
- Say what you want deleted — everything we hold, or just your WhatsApp message history.
You can also ask the accommodation provider you booked with to make the request on your behalf. Either route reaches the same place.
How we verify the request
Before deleting anything we confirm the request through the contact details already on record — usually by replying to the email address or messaging the WhatsApp number the data is attached to. This protects you against someone else asking us to delete or expose your information. We ask for no more proof of identity than we need.
What gets deleted
- your name, email address, phone number and any notes attached to your guest record;
- your WhatsApp conversation history with properties on our platform;
- any waitlist or enquiry entries linked to you.
WhatsApp message content is in any case deleted automatically 90 days after it is sent, by a scheduled job, whether or not you ask.
What we may have to keep
- Booking and payment records, where the accommodation provider is required to keep them under South African tax and company law. Where we must keep such a record, we reduce it to the minimum the law requires and stop using it for anything else.
- A record of your deletion request and what we did about it, so we can show the request was honoured.
- Encrypted backups, which are kept on a rolling 30-day cycle. Deleted information disappears from backups as they age out, within 30 days of the deletion.
How long it takes
We acknowledge your request within 5 business days and complete it within 30 days. We email you to confirm when it is done, and tell you if anything had to be retained and why.
Questions
If anything here is unclear, email greeff@ondio.co.za. You also have the right to complain to the Information Regulator (South Africa) — details are in our privacy policy.