Delete Your HiLucy Account
HiLucy respects your privacy and gives you full control over your personal data. If you would like to delete your account and all associated data, please follow the steps below.
How to Request Account Deletion
- Send an email to [email protected] from the email address associated with your HiLucy account.
- Include the subject line: Account Deletion Request
- In the body, include your full name and the phone number associated with your account so we can verify your identity.
- We will process your request within 30 days and send you a confirmation email once your account and data have been deleted.
What Data Will Be Deleted
When you request account deletion, the following data will be permanently removed from our systems:
- Account information — name, email address, phone number, and login credentials
- Guest check-in records — nationality, document details, stay dates, and room information
- Service requests and tasks — any concierge requests, transportation bookings, or activity reservations you made
- Chat and message history — WhatsApp conversations with our AI concierge and any file attachments
- Booking and reservation data — activity bookings, excursion reservations, and trip planner information
- Preferences and memories — language preferences, saved preferences, and AI-stored conversation context
- Browser cookies and session data — any locally stored session identifiers
What Data May Be Retained
Certain data may be retained for a limited period after account deletion as required by law or legitimate business purposes:
- Financial transaction records — payment records and invoices may be retained for up to 7 years to comply with tax and accounting regulations.
- Legal compliance data — guest registration records required by local hospitality regulations may be retained for up to 5 years as mandated by Mexican law.
- Anonymized analytics — aggregated, non-identifiable usage data may be retained for service improvement.
Delete Data Without Deleting Your Account
If you would like to delete specific data without removing your entire account, you can request partial data deletion by emailing [email protected] with details of the data you want removed. We will process your request within 30 days.
Third-Party Data
When you delete your HiLucy account, we will also request deletion of your data from the following third-party services where applicable:
- Stripe — payment processing records
- Acuity Scheduling — appointment and booking records
- WhatsApp (Meta) — message history is deleted from our systems; messages already delivered to your device are controlled by you
Contact Us
If you have questions about your data or this process, contact us at [email protected].
Last updated: March 1, 2026