Deleting Your Data from Original Factor
This page explains how to ask Original Factor ("OGF") to delete your personal information: exactly how to ask, what we delete, how fast, and what we keep and why. It is for providers who use OGF, for their customers, and for anyone who sent a message to a provider on Instagram, WhatsApp or email. You do not need an OGF account to ask.
Original Factor is a product of Serwiz. Serwiz AI Inc. ("Serwiz", British Columbia incorporation number BC1499054) is a company registered in British Columbia, Canada, with its registered office at #250 – 997 Seymour Street, Vancouver, British Columbia V6B 3M1, Canada. On this page, "we" and "us" mean Serwiz. Our full Privacy Policy explains everything else we do with personal information.
The short version
- Email privacy@originalfactor.com with the subject line "Delete my data".
- Tell us who you are, which provider or providers it is about, and how you contacted them (for example your Instagram username, WhatsApp number or email address).
- We reply within 5 business days to confirm we received your request, and give you a reference number.
- We finish deleting within 30 days after we have checked that the request really comes from you.
- We email you a list of what we deleted, and of anything we had to keep, with the reason.
A person at OGF handles each request by hand, following a written checklist, so that nothing is missed.
Two kinds of data.
- Copies of messages we hold for a provider. When a provider connects Instagram, WhatsApp or email, OGF holds copies of those messages for them. We delete the copies within 30 days after the provider disconnects that channel, within 30 days after the provider closes their OGF account, or within 30 days after a valid request from the person they are about. When a provider disconnects a channel in OGF or closes their account, nobody else needs to ask.
- What a customer gave OGF directly. An accepted quote and the terms accepted with it, payment records, and an OGF account, if the customer made one, are kept under OGF's own rules: payment records for about 6 years, as tax law requires, and accepted quotes and terms as the record of the agreement between the provider and the customer. Disconnecting a channel does not delete them. See What we keep, and why.
If you are a provider
You have three options.
Delete particular things. You can remove photos, services, prices, policies and customer notes yourself in OGF at any time. To remove a whole customer record, including that customer's messages, write to privacy@originalfactor.com and we will do it within 30 days.
Disconnect a channel. Disconnect Instagram, WhatsApp, email or Google Calendar in your OGF settings, or write to privacy@originalfactor.com and we will disconnect it for you. When a channel is disconnected:
- we stop receiving new messages from that account;
- we delete the access key (token) that let OGF act for you;
- we delete the copies of customer messages, and the photos and files in them, that came through that channel within 30 days;
- for Google Calendar, we ask Google to cancel OGF's access, and we delete the calendar events we copied, straight away.
Accepted quotes and terms, booking confirmations and payment records with your customers stay in your account, because they are the record of your agreements and tax law requires payment records. The What we keep, and why section explains this.
Close your account and delete everything. Email privacy@originalfactor.com from the email address on your account. Within 30 days we delete:
- your public page, photos, logo, services, packages, prices, policies and availability;
- material you gave us to build your page, such as uploaded documents and copies of your website;
- your customer list, your notes, and all copies of customer messages, including those from Instagram, WhatsApp and email;
- the assistant's private helpers: the searchable index of your conversations and your writing-style profile;
- your connected accounts and their access keys;
- your OGF sign-in account.
We take your public page offline first, as soon as we have checked that the request comes from you. Before you close, ask us for a copy of anything you need, such as customer records you must keep for your own business; we send it to you before we delete anything. Closing your account also ends your OGF plan. The Terms of Service say what happens to fees.
If you are a provider's customer
You can ask the provider to delete what they hold about you, or you can ask us directly. If you ask us, we will tell the provider and delete your information within 30 days.
A provider may have to keep a few records of a booking you paid for, for example for tax. If so, we will tell you what was kept and why.
If you messaged a provider on Instagram, WhatsApp or email
You may never have used OGF yourself. The provider may have used OGF to manage their messages. You can still ask us to delete what we hold about you.
Please include:
- the provider's business name, or their Instagram username, WhatsApp number or email address;
- your Instagram username, your WhatsApp number or username, or your email address, whichever you used;
- roughly when you sent the messages.
How we check it is you. We may ask you to prove the account is yours. For example, we may ask you to reply from that email address, or to send a short code we give you from that Instagram or WhatsApp account. We will never ask for your password.
How to ask
Email privacy@originalfactor.com with the subject line "Delete my data". Include:
- your name, and how we can reach you;
- whether you are a provider, a provider's customer, or someone who messaged a provider;
- which provider or providers the request is about;
- the accounts you used (email address, phone number, Instagram username or WhatsApp username);
- whether you want everything deleted, or only certain things.
Someone else can ask on your behalf if they show us that you have given them permission, for example a note signed by you that names them and says what they may ask for. We may also check with you directly.
What gets deleted
When we complete your request, we delete:
- copies of messages and comments you sent and received through OGF, including messages from Instagram, WhatsApp and email, and the photos and files in them;
- your contact details and channel details: name, username, profile picture, phone number, WhatsApp username and email address;
- what the assistant picked out of your messages (for example your event date, place and budget), drafts about you, and notes and tags a provider added about you in OGF;
- the entries for your messages in the assistant's searchable index;
- the records of what the AI assistant was asked and answered about you;
- your consent records for future messages, except a short record that you asked us to stop or delete (see below);
- your OGF sign-in account, if you have one;
- for providers: everything listed under Close your account above.
How fast
| Step | When |
|---|---|
| We confirm we received your request, with a reference number | Within 5 business days |
| We finish deleting | Within 30 days after we have checked the request is yours |
| We email you what we deleted and what we kept, with reasons | When we finish |
| Copies of customer messages from a channel a provider disconnected | Within 30 days after the disconnection |
| Everything in a closed provider account, except what we keep | Within 30 days after closure |
| Copies in our backups | Deleted when those backups expire on our regular backup cycle. Until then they are not used, except to recover from a system failure. If we ever restore a backup, we delete the data again. |
What we keep, and why
We keep only what we must, only for as long as we must, and we use it only for the reason given here.
| What we keep | Why | How long |
|---|---|---|
| Records of payments, refunds and invoices | Tax and accounting laws require them | About 6 years |
| An accepted quote, the terms accepted with it, and the booking confirmation | They are the record of an agreement between a provider and a customer. Either of them may need it if there is a dispute. | As long as they are needed as the record of that agreement |
| Information about fraud, abuse or an open dispute | To protect people and settle the dispute | Until the matter is closed |
| A short record that you asked us to delete your data, and when | To show we did it, and to make sure deleted data is not brought back into OGF | Only as long as it is needed for those two reasons |
| Information a law, court or regulator requires us to keep | Because we must | As long as required |
| Error reports | To find and fix problems | 30 days, then deleted automatically |
What deleting from OGF does not do
- It does not delete messages from Instagram, WhatsApp, Gmail or Outlook themselves. Meta, Google and Microsoft keep their own copies under their own policies, and the people you wrote to keep theirs. To delete messages there, use those apps.
- It does not delete copies a provider keeps outside OGF, for example on their phone or in their own email.
- It does not delete what Stripe keeps about a payment. Stripe's own privacy policy covers that.
Removing OGF's access from Meta, Google or Microsoft
A provider can also remove OGF's access in the other service. Menu names change from time to time.
- Instagram: in the Instagram app, open your settings, find the apps and websites connected to your account, and remove Original Factor.
- Facebook or Meta Business: in your Facebook settings, open Business Integrations and remove Original Factor.
- WhatsApp Business app: go to Settings > Account > Business Platform > Disconnect Account.
- Google: go to myaccount.google.com/connections and remove Original Factor.
- Microsoft personal account: go to account.live.com/consent/Manage and remove Original Factor.
- Microsoft work or school account: ask your organisation's IT administrator to remove Original Factor.
Removing access this way stops OGF receiving new messages. OGF is not told automatically when you do this, so to make sure we also delete what we already hold, disconnect in OGF as well, or email privacy@originalfactor.com.
Checking the status of a request
When we confirm your request, we give you a reference number. To ask how it is going, reply to that email or write to privacy@originalfactor.com with the reference number.
Contact
Serwiz AI Inc.#250 – 997 Seymour Street
Vancouver, BC V6B 3M1, Canada
Data deletion and privacy requests: privacy@originalfactor.com