Data Deletion Request
HiLucy respects your privacy and gives you full control over your personal data. You can request deletion of your data or your entire account at any time.
Request Data Deletion
To request deletion of some or all of your data stored by HiLucy:
- Send an email to [email protected] from the email address associated with your HiLucy account.
- Include the subject line: Data Deletion Request
- In the body, include your full name, the phone number associated with your account, and specify which data you would like deleted.
- We will process your request within 30 days and send you a confirmation email once your data has been deleted.
Types of Data You Can Request to Delete
- Chat and message history — WhatsApp conversations with our AI concierge and any file attachments
- Service requests and tasks — concierge requests, transportation bookings, and activity reservations
- Booking and reservation data — activity bookings, excursion reservations, and trip planner information
- Preferences and memories — language preferences, saved preferences, and AI-stored conversation context
- Guest check-in records — nationality, document details, stay dates, and room information
Delete Your Entire Account
If you would like to delete your entire account and all associated data, visit our Account Deletion page for full instructions.
What Data May Be Retained
Certain data may be retained after a deletion request as required by law:
- 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.
Third-Party Data
When you request data deletion, we will also request removal 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 data deletion or our privacy practices, contact us at [email protected].
Read our full Privacy Policy for more information about how we handle your data.
Last updated: March 1, 2026