Data Deletion Instructions

StayOS respects your right to request deletion of personal information where deletion is permitted by applicable law.

1. Information to Include

Include enough information for StayOS to locate the relevant records and verify that the request is legitimate:

• Your full name.
• Your email address.
• Your telephone or WhatsApp number.
• The property associated with your enquiry or stay.
• Your booking, enquiry, quotation or voucher reference, where available.
• A brief description of the information you want deleted.

Do not send passwords, one-time passwords, complete payment-card details or unnecessary identity documents by email.

2. Identity Verification

Before deleting information, StayOS may take reasonable steps to verify your identity and authority. This protects guest and account information from unauthorised deletion.

Where a property controls the relevant guest or reservation record, StayOS may coordinate the request with that property.

3. What Happens After a Request

1. StayOS acknowledges the request.
2. The relevant account, guest, enquiry, booking and communication records are located.
3. The requester’s identity and authority are verified.
4. The request is assessed against legal, contractual and security obligations.
5. Eligible information is deleted, anonymised or de-identified.
6. The requester is informed when processing is complete or if further information is required.

4. Information That May Be Deleted

Depending on the request and applicable legal obligations, deletion may include:

• Guest-profile contact information.
• Marketing preferences and audience records.
• Conversation content and communication history.
• Enquiry and quotation details.
• Account profile information.
• Optional guest preferences and notes.

5. Information That May Need to Be Retained

Some information may be retained where reasonably necessary or legally required, including for:

• Tax, accounting and financial-record obligations.
• Confirmed reservation and contractual records.
• Fraud prevention and security investigations.
• Dispute resolution and legal claims.
• Regulatory or court requirements.
• Technical backup integrity and audit records.

Where complete deletion is not permitted, access may be restricted and unnecessary identifying information may be removed or anonymised where appropriate.

6. Processing Time

StayOS aims to respond without unreasonable delay. Most verified requests are expected to be processed within 30 calendar days, although complex requests or requests involving a participating property may require additional time.

7. WhatsApp and Meta Data

A StayOS deletion request covers information controlled by StayOS or a StayOS-powered property. Information independently held by WhatsApp or Meta must be managed through the privacy and account controls provided by those services.

8. Deleting a Property or Staff Account

Property owners and authorised administrators requesting deletion or closure of a business account should specify the affected property, authorised account holder and preferred effective date.

Business-account deletion may require export, retention or handover of reservation, financial and compliance records before removal.

9. Questions or Complaints

Questions about deletion or personal-information rights may be sent to:

StayOS Privacy Team
Email: support@stayos.co.za
Website: stayos.co.za

Where applicable, you may also contact South Africa’s Information Regulator if you believe your personal information has been processed unlawfully.