Delete your data
Effective October 4, 2026
You can request account closure and deletion of eligible Carlene data. Some provider records and limited compliance evidence must be retained. Completed deletion is not reversible.
1. From the portal (fastest)
Sign in at app.carlene.ai with the Google account linked to your WhatsApp, open Account → Privacy & data, and choose Request account closure and deletion. You can request an export summary first.
2. From the conversation
Text Carlene “delete my data” or “start over”. She will confirm what will be removed and point you to the portal to complete the deletion with a signed-in confirmation, so nobody else can delete your account from your phone.
To remove a single item rather than everything, ask her to forget it, or text “what do you remember” and then “forget” with the item.
3. By email
Email support@carlene.ai from an address we can verify, including the phone number you used with Carlene. We will verify your identity before processing the request and explain any retention restrictions.
Records eligible for deletion
- Your consumer profile and channel link (phone number binding)
- All messages in both directions
- Everything Carlene remembered about you
- Reminders and check-ins (cancelled, then removed)
- Consumer uploads and their application records
- Queued outbound messages
Service providers may hold operational copies for a limited time under their own policies: WhatsApp/Meta delivery metadata, hosting request logs, and database backups until those backups expire. We do not control those windows; they are described in the Privacy Policy.
Timing
Verified portal requests stop account activity and start processing eligible application data. Provider records and legal holds require retention review. Storage backups and other service copies expire or are processed through their separate deletion procedures. We will explain the status and any restrictions rather than promise immediate erasure of every copy.
What may remain
Limited consent evidence, audit metadata, and deletion receipts remain under a separate retention policy. Records held on behalf of a clinic, records subject to a legal hold, and records required by law are reviewed before destruction. A mixed consumer/provider account may require review of all records until their ownership and retention requirements are resolved.
Account closure stops new Carlene activity, cancels reminders and queued messages, and revokes form links. It does not erase a provider's medical records or copies in your own messaging app. Contact us or your provider for help with access, corrections, or retained records.