Data Deletion Instructions

This page explains how to have personal data deleted from SurveyNode, a survey platform operated by ESJ Software Ltd. It covers people who answered a survey, including over WhatsApp or SMS, and people who hold a SurveyNode account. It is also the data deletion page for the SurveyNode apps registered with Meta Platforms for WhatsApp.

1. Who holds your data

SurveyNode is used by organisations such as banks, mobile networks, insurers, clinics and public bodies to run surveys. When you answer one of their surveys:

• The organisation that sent you the survey is the data controller. It decides why your data is collected and how long it is kept.
• ESJ Software Ltd is the data processor. We store and process the data on the organisation's behalf and on its instructions.

When you hold a SurveyNode account to create and run surveys, ESJ Software Ltd is the data controller for your account data.

2. If you answered a survey (including over WhatsApp or SMS)

What we may hold about you: the phone number or email address the survey was sent to, your name and any other details the organisation added to its contact list, the messages exchanged with the survey, your answers, and technical details such as the device and IP address used for web surveys.

To have this deleted you can:

Replying STOP to a survey message stops further messages from that organisation but does not delete data already collected. Use one of the two routes above for deletion.

3. If you hold a SurveyNode account

Email privacy@surveynode.com from the email address registered on your account and ask for the account to be deleted. If you are the owner of an organisation account, say whether the whole organisation, including its surveys and collected responses, should be deleted too. When a team member's account is deleted, we tell the organisation owner.

4. What happens next

• We acknowledge your request within 3 working days.
• We verify that the request comes from the person the data relates to, or from the organisation acting as controller. We may ask you to confirm from the phone number or email address concerned.
• Deletion is completed within 30 days of a verified request. Where the data belongs to a customer organisation, we complete it on the organisation's instruction, or within the same 30 days if it does not object.
• We confirm in writing when the deletion is done.

5. What is deleted and what is kept

Deleted: your contact record, your survey responses including answers and conversation transcripts, the messages sent to you, and any AI analysis derived from your individual answers.

Kept, where the law allows:

• A record of your opt-out (your phone number or email address only), so that you are not contacted again. Say so in your request if you prefer this to be removed as well.
• Backups, which are overwritten within 30 days of deletion.
• Aggregated statistics that cannot identify you.
• Records we must keep to meet a legal obligation, for example billing records for account holders.

6. Data held by WhatsApp and Meta

Surveys sent over WhatsApp are delivered through the WhatsApp Business Platform operated by Meta Platforms. Meta keeps its own records of the messages according to its privacy policy, which we do not control. SurveyNode does not receive or store any information from your Facebook, Instagram or WhatsApp profile other than the phone number and the messages exchanged with the survey.

7. Contact

ESJ Software Ltd
Email: privacy@surveynode.com
UK ICO registration: ZA908334

If you are not satisfied with how we handle your request, you can complain to the UK Information Commissioner's Office (ico.org.uk) or to your local data protection authority.