1. Clinic customers and pet owners
If you contacted a clinic through LINE, Facebook, Instagram, WhatsApp, email, or another channel connected to Pontia, the clinic controls the customer conversation and related pet record.
- Contact that clinic 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 clinic to locate the relevant account or conversation.
- Complete the clinic’s identity-verification step. Do not send a password or one-time login code.
The clinic will decide the request under applicable law and its professional recordkeeping duties. When Pontia action is required, the clinic will instruct KON Global through its authorized support route.
2. Clinic team members
Ask your clinic 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 clinic’s service agreement. Identity and authority will be verified before account data is changed.
3. Clinic organizations
An authorized clinic representative may request export, account closure, or deletion through the support contact in the clinic’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 clinic 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, veterinary 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 clinic’s agreement, recordkeeping duties, and other applicable legal obligations.
6. Request records
The clinic 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.