Deleting your data

This page explains how to ask Joy to delete personal data we hold about you. It covers patients who have received messages through Joy, and organisations that have connected a WhatsApp Business account to Joy. Our Privacy Notice has more detail on what we hold and why.

If you are a patient

1. To stop messages straight away, tap "No thanks" or reply STOP in WhatsApp, or reply STOP to the text message.
2. To have your data deleted, email dataprotection@explorejoy.co.uk with the subject "Delete my data". Include the mobile number the messages were sent to and the name of your GP practice, so we can find your records.
3. We will confirm we have received your request, and reply within one month.

We will delete, or permanently anonymise:

• your WhatsApp and SMS conversation history held in Joy's messaging service;
• your mobile number and the details of your practice's referral held in that service;
• any notes Joy made to help with your conversation.

We act for your GP practice when we send these messages, so we may need to tell your practice about your request. Your practice's own medical record is held by your practice, not by Joy. To ask about that record, contact your practice.

We may keep a minimal record that you asked us to stop messaging you, so that you are not contacted again, and anything we are required by law to keep. Messages already delivered to your phone stay in your WhatsApp or SMS app until you delete them there.

If your organisation connected a WhatsApp Business account

1. Remove Joy's access in Meta Business Settings: go to Accounts → WhatsApp accounts, choose your account, open Partners, and remove Joy. Or email us and we will disconnect it.
2. Email dataprotection@explorejoy.co.uk with the subject "Disconnect WhatsApp", giving your organisation's name and ODS code.

When an account is disconnected, we:

• stop sending messages from your number;
• delete the access token Meta issued to Joy for your account, and the number's registration PIN;
• keep only the account and phone number identifiers and the dates the account was connected and disconnected, so we can answer questions about messages sent from it;
• handle your patients' conversation history as your data processing agreement with Joy sets out.

Your WhatsApp Business account, phone number, templates and message history in WhatsApp Manager belong to your organisation and remain in your Meta business portfolio. Joy cannot delete them.

Facebook and Meta sign-in

When an organisation connects WhatsApp through Meta's sign-up window, Joy does not receive or store the personal Facebook profile of the person who signs in. We receive only the business account identifiers and an access token for that business account, and these are deleted as described above.

Last updated: October 2026