Start Free Trial

Data Deletion

Last updated: 13/05/2026

This page explains how to request deletion of personal data that MSK Software holds about you — including data received through our Facebook Messenger, Instagram DM or WhatsApp channels.

Who to contact first — your clinic

If you’re a patient of a clinic that uses MSK Software, the clinic is the data controller for your clinical record. They decide what data about you is kept and for how long. The fastest way to have your data deleted is to contact the clinic directly:

  • By phone or email using the contact details on their website
  • By replying to any email or message you’ve received from them asking to delete your record

The clinic can remove your record from their side, and MSK Software will process the deletion on their instruction — usually within a few days.

If you’d rather contact us directly

You can write to us at [email protected] and request deletion of your data. Please include:

  1. Your full name and date of birth
  2. Any email addresses and mobile numbers you’ve used with us
  3. If relevant, your Facebook / Instagram username or a link to the conversation
  4. The name of the clinic you’ve been in touch with (helps us find the right records)

We will:

  • Acknowledge your request within 3 UK working days
  • Complete the deletion within 30 days (the UK GDPR maximum), usually much sooner
  • Write to you when the deletion is complete

What gets deleted

On a confirmed deletion request we remove from our systems:

  • Your name, contact details, date of birth and address
  • Any message you’ve sent to a clinic via the Communications Agent, across all channels
  • Any platform identifiers (Facebook sender ID, Instagram Business account ID, web chat session tokens) linked to you
  • Your verification history

We retain the minimum necessary to meet UK legal and regulatory obligations:

  • A record that a deletion request was made and completed, for accountability
  • Pseudonymised audit entries where the data is needed for safety, fraud prevention or financial compliance — these contain no information that could reasonably identify you

Once the data is deleted it cannot be recovered.

For Facebook, Instagram and WhatsApp users specifically

If you interacted with an MSK Software clinic via Facebook Messenger, Instagram Direct Messages, or WhatsApp and you’d like your data deleted, email [email protected] and we’ll process the request within 30 days. Removing our app’s access from your Meta account stops us receiving any new messages from you, but does not by itself delete data we’ve already stored — please email us to confirm deletion.

You can also remove MSK Software’s access to your Meta account at any time:

  • Facebook: Settings & privacy → Settings → Apps and websites → remove “MSK Software”
  • Instagram: Settings → Apps and websites → remove “MSK Software”
  • WhatsApp: the clinic you’re messaging operates its own WhatsApp Business account; remove them using your phone’s WhatsApp block/report function

Contact

  • Email: [email protected]
  • Postal: Data Protection, MSK software Ltd, 6 The Crescent Ottery St Mary Devon UK EX11 1US

If you’re not happy with how we’ve handled your request you can complain to the UK Information Commissioner’s Office at ico.org.uk.