1. Customers
If you contacted a business through LINE, Facebook, Instagram, WhatsApp, email, or another channel connected to Pontia, the business controls the customer conversation and related customer record.
- Contact that business through the same channel used for the conversation.
- State that you are making a personal-data request and describe whether you want access, correction, restriction, or deletion.
- Provide only enough information for the business to locate the relevant account or conversation.
- Complete the business’s identity-verification step. Do not send a password or one-time login code.
The business will decide the request under applicable law and its recordkeeping duties. When Pontia action is required, the business will instruct KON Global through its authorized support route.
2. Business team members
Ask your account administrator to correct or deactivate your Pontia account. For access, portability, or deletion requests that the administrator cannot complete, use the KON Global contact named in the business’s service agreement. Identity and authority will be verified before account data is changed.
3. Business organizations
An authorized business representative may request export, account closure, or deletion through the support contact in the business’s service agreement. KON Global will verify the representative’s authority and confirm the scope before changing organization-wide data.
4. What happens after a verified request
Depending on the request and the applicable legal basis, the business and KON Global may:
- locate and provide the relevant data;
- correct inaccurate records;
- restrict processing while a request is reviewed;
- delete or anonymize records that no longer need to be retained; or
- explain why specific records must be retained or why a request cannot be completed.
A verified request does not automatically delete data held independently by LINE, Meta, an email provider, or another connected service. A separate request may be required under that provider’s process.
5. Lawful retention and backups
Some information may be retained where required for legal compliance, professional or sector-specific recordkeeping, security, fraud prevention, dispute resolution, or enforcement of an agreement. Data removed from active systems may remain temporarily in protected backups until the applicable backup-retention cycle completes. Retention periods are defined by the business’s agreement, recordkeeping duties, and other applicable legal obligations.
6. Request records
The business or KON Global may keep a minimal record of the request, identity-verification result, decision, and completion status where needed to demonstrate compliance and prevent unauthorized deletion.