User data deletion

1. Your right to deletion

Under the Brazilian General Data Protection Law (LGPD — Law 13.709/2018), the Meta Platform Policy and international privacy standards (GDPR), you have the right to request the deletion of personal data processed by OTIMIZE INFORMATICA LTDA (Brazilian Tax ID / CNPJ 22.538.492/0001-06) on the OtimizApp Pharma platform and through its integrations with Meta Platforms (Facebook, Instagram, Messenger and the WhatsApp Business API).

This page explains which data is eligible for deletion, how to request it, how long it takes and what we are legally required to retain.

2. How to request — 3 channels

a) Email (recommended)

Send a message to contato@otimizeinformatica.com.br with subject "User Data Deletion Request".

Please include so we can locate and validate your record:

• Full name
• Registered Tax ID (CPF or CNPJ)
• Email used at registration
• Phone or WhatsApp number
• Approximate date of first contact or registration

b) WhatsApp

Send a message to +55 (51) 99380-7020 stating that you request deletion of your personal data from OtimizApp Pharma. Our team will forward the request to our Data Protection Officer (DPO).

c) Postal mail

If you prefer postal mail, address the envelope to "A/C — Data Protection Officer / LGPD". The physical address will be confirmed by email after an initial request to contato@otimizeinformatica.com.br.

3. Timeframe

We will acknowledge receipt of your request within 5 business days and complete the deletion within 15 calendar days after validating the requester's identity, pursuant to Article 18 of the LGPD. For requests originated through Meta (Facebook/Instagram/WhatsApp), we additionally observe the technical deadlines of the Meta Platform Policy, typically up to 30 days.

4. What gets deleted

Upon confirmation we remove or anonymize:

• Account data (name, email, phone, tax ID, address)
• Conversation and support history inside the platform
• Data captured through Meta Lead Ads (name, phone, email and other form fields)
• Access credentials and authentication tokens
• Preferences, segments and tags
• Catalog and order data linked exclusively to you, when not tied to active tax or legal obligations

5. What the law requires us to keep

Even after deletion, we are legally obliged to retain certain records for minimum periods, kept segregated and with restricted access on a need-to-know basis:

• Tax and accounting records (invoices, billing history): up to 5 years, per Brazilian tax legislation
• Application access logs: up to 6 months, per Article 15 of the Brazilian Civil Rights Framework for the Internet (Law 12.965/2014)
• Data subject to active judicial, administrative or arbitration proceedings: retained until the proceedings are concluded
• Aggregated or anonymized data that no longer identifies the subject may be retained indefinitely for statistical and service improvement purposes, per Article 12 of the LGPD

6. Data processed on behalf of third parties (operator role)

OTIMIZE also acts as a data operator on behalf of pharmacies and business clients that use OtimizApp Pharma. If your request involves data processed on behalf of one of our clients (for example, your conversation history with a specific pharmacy), we will forward the request to the appropriate controller and guide you on next steps. You may also contact the pharmacy or business you interacted with directly.

7. Meta integrations — WhatsApp Business API, Facebook and Instagram

OTIMIZE is an official Meta Tech Provider for the WhatsApp Business API and operates integrations with Facebook and Instagram Lead Ads. Deletion requests made via Meta platforms (including the automated "App Data Deletion" flow) are handled under this same policy and may be confirmed at https://otimizapp.com.br/data-deletion or https://otimizapp.com.br/exclusao-de-dados.

Your request will result in the removal of the data associated with your Meta identifier (user id, PSID or ASID) from our systems within the timeframes above.

8. Confirmation receipt

Once deletion is completed we will email you a confirmation containing:

• Date and time of completion
• Unique confirmation code
• Summary of data types removed
• List of data retained for legal reasons, with justification and retention period

9. How to appeal

If you disagree with the outcome of your request, you may:

• Reply to the confirmation email requesting review by the Data Protection Officer
• File a complaint with the Brazilian National Data Protection Authority (ANPD) at gov.br/anpd

10. Data Protection Officer (DPO) contact

• Email: contato@otimizeinformatica.com.br
• WhatsApp: +55 (51) 99380-7020
• Website: https://otimizapp.com.br