This page explains how to request deletion of personal data handled by CX010 Sdn Bhd through cx010.com, Customer Brain and, during migration, cx.nexphace.com. It should be read together with our Privacy Policy.
1. Request deletion of your data
Email contactus@cx010.com with the subject Personal Data Deletion Request.
To help us locate the relevant records, please include:
- your name and the email address associated with your Customer Brain account or the relevant interaction;
- the business or workspace name, if applicable;
- whether you want to delete specific personal data, disconnect an integration, or close an account and request deletion of its data;
- the connected platform involved, if any, such as Facebook, Instagram, TikTok or TikTok Shop, and a relevant username or record reference if available.
Please describe the request without sending unnecessary personal data. Do not email passwords, one-time codes, API keys, full payment-card details or government identification documents with your initial request. We may verify your identity and your authority to request deletion before acting.
2. If a business submitted your data
If you messaged, reviewed, ordered from or otherwise interacted with a business that uses Customer Brain, contact that business first about deletion of the data it controls. The business generally determines the purposes of processing, and CX010 processes that data on its instructions under the applicable service agreement.
You may also email us for help identifying or contacting the relevant business. We will assist the business with your request as required by law and our agreement. We cannot close or delete another organisation’s account solely on the instruction of a person who is not authorised to manage it.
3. Disconnect a connected platform
A business can disconnect an integration in Customer Brain or revoke access from the source platform’s account settings, for example in TikTok Shop Seller Center or TikTok for Business. For other connected services, use that service’s settings to review and revoke the access granted to Customer Brain.
After disconnection, we stop collecting new data and stop taking actions through that connection. Previously collected connected-platform data, including copies and records derived from it, is deleted from active systems within 30 days after disconnection, termination or a verified deletion request, or sooner where law or source-platform terms require. Requesting an export does not extend this deadline.
Revoking access does not itself delete information held by the source platform. Contact the relevant business or platform about those records. Removing a person from an advertising audience already held by an advertising platform must also be done in that platform, which the business can do in its advertising account.
4. Account closure and deletion timelines
For account closure or deletion, contact us at the email address above. The following timelines are those set out in our Privacy Policy:
| Data or request | How it is handled |
|---|---|
| Account data, uploaded files and AI records not derived from a connected platform | After termination, you may request an export for 30 days. We then delete the data from active systems within a further 30 days. |
| Connected-platform data, including copies and derived records | Deleted from active systems within 30 days after disconnection, termination or a verified deletion request, or sooner if law or platform terms require. An export request does not extend this period. |
| Audience-upload files and hashed identifiers | Deleted from Customer Brain within 30 days after upload, or sooner where required. Audiences held by an advertising platform are managed in that platform. |
| Backups | Expire within 30 days after deletion from active systems. Backups are not used for normal operations, and deletions are reapplied if a backup is restored. |
If you need an export, request it before the applicable deletion deadline. For other personal-data deletion requests, we assess the request against applicable legal and contractual obligations, verify identity where needed and explain any applicable limitations, as described in our Privacy Policy.
5. Data that may need to be retained
Deletion is subject to applicable legal and contractual obligations. Our Privacy Policy provides for retention of security and access logs for up to 12 months, enquiries and support records for up to 2 years after the matter is closed, and invoices and financial records for 7 years as required by Malaysian law.
Where we must keep data for a legal obligation or an actual legal claim, we keep only the relevant data, restrict its use and delete it when the reason ends. Any source-platform or legal requirement for an earlier deletion deadline takes priority for connected-platform data.
Closing an account or deleting data does not remove accrued payment obligations. Subscription cancellation, fees and refunds are handled under our Terms of Service.
6. Contact
Send deletion requests and questions to contactus@cx010.com.
CX010 Sdn BhdA-5-39, IOI Boulevard, Jalan Kenari 5, Bandar Puchong Jaya,
47170 Puchong, Selangor, Malaysia
Email: contactus@cx010.com