Account and Data Deletion

Request deletion

Fill in this form and we'll send you a code to track your request. You don't need the app installed.

Check the status of a request

Summary

Clinics: the account owner requests deletion with the form on this page or by email.
Staff members: the account owner or an admin can remove your access, or you can request deletion with the form.
Patients: your information is part of your clinic’s records; the request is handled with the clinic. We help you get it there.
WhatsApp messages: ask your clinic to stop sending them.

Delete a clinic account

For now, deleting a clinic account is requested with the form on this page. Before deletion, you can ask us for a copy of the clinic’s data.

You can also request it with the form on this page or by emailing contact@ax9.io with the subject "Delete account". We will verify the request comes from the account owner.

Deleted: the clinic account, its users, schedule, messages and settings. Patient records are handed to the clinic or anonymized, because health regulations require keeping them for a minimum period.

Delete your user (staff member)

Ask your clinic owner or an admin to remove your access under Administration › Staff, or use the form on this page to ask us to delete your sign-in data. Notes and entries you created in patient records remain with the clinic, as part of the clinical record, attributed to you as author.

If you are a patient

The clinic that treats you controls your data. You can ask it directly for access, correction or deletion. If you use the form on this page, we will forward your request to the clinic within 5 business days and confirm by email.

Health regulations require clinics to keep clinical records for a minimum period, so some information may not be deleted immediately.

Data obtained through Meta (WhatsApp)

Felismed connects to Meta’s WhatsApp Business Platform so clinics can send and receive messages. If a clinic disconnects its WhatsApp number from Felismed (for now, through support), we stop receiving new data from Meta.

To delete data obtained through Meta, use the form on this page and choose "Meta / WhatsApp user". You will receive a confirmation code to check the status of your request on this page.

Timeline

Step	Timeframe
Receipt confirmation	Immediate, with request code
Identity verification	Up to 5 business days
Deletion from active systems	Up to 30 calendar days after verification
Deletion from backups	Up to 90 calendar days

What we may keep

We keep only what the law requires, restricted and not used for other purposes:

Subscription invoices (CFDI) and accounting records, for the period required by Mexico’s Federal Tax Code.
Security logs and the deletion request itself, to show we handled it.