Last updated: 7 September 2026
Astra Telecom respects your right to control your personal information. This page explains how to ask us to delete your personal data or your account, what happens after you ask, and what we are legally required to keep. It applies to our subscribers, to our business clients, and to anyone who uses an Astra mobile application or signs in to one of our services through Facebook, Google or Apple.
1. How to Request Deletion
You can submit a deletion request in any of the following ways:
- By email — send a message to info@astra.ps with the subject line "Data Deletion Request";
- By phone — call us on 00972 562 900 009;
- In person — visit our office in Hebron, West Bank, Palestine.
There is no charge for making a request.
2. What to Include in Your Request
So that we can find your records and confirm the request is genuinely yours, please tell us:
- Your full name as registered with us;
- Your subscriber or account number, or the phone number or email address registered on the account;
- Which service the request concerns — Internet, hosting, Cloud/VPS, VoIP, Bulk SMS, or a mobile application;
- If the request concerns an application, the username or the account you used to sign in (for example the Facebook, Google or Apple account);
- Whether you want your whole account deleted or only specific data removed.
3. Verifying Your Identity
Because a deletion request is irreversible, we must be sure it comes from the account holder. We will ask you to confirm your identity — normally by replying from the email address registered on the account, by confirming details we already hold, or by presenting identification if you visit our office. We will not act on a request we cannot verify, and we will tell you if we need more information.
4. How Long It Takes
We acknowledge deletion requests within 7 working days of receiving them, and we complete verified requests within 30 days. If a request is unusually complex and we need longer, we will tell you why and give you a new date.
5. What We Delete
Once your request is verified, we delete or irreversibly anonymise:
- Your account profile and registration details;
- Your contact details and communication preferences;
- Your application login, profile and any data linked to a Facebook, Google or Apple sign-in;
- Support tickets and correspondence history, where no longer needed for a legal claim;
- Marketing lists and subscriptions;
- Content stored on our hosting, Cloud or VPS platforms under your account, including databases, mailboxes and backups, after the grace period set out in our Terms of Service.
6. What We Must Keep, and Why
Some records cannot be deleted on request, because Palestinian law and the terms of our operating licence require us to retain them. These are:
- Billing, invoicing and tax records — kept for the period required by Palestinian commercial and tax law;
- Network logs and call detail records — kept for the limited retention period required for regulatory and billing purposes;
- Records needed for an active legal claim, dispute, or fraud or abuse investigation — kept until the matter is concluded.
These records are held only for as long as the law requires, are not used for marketing, and are deleted or anonymised once the retention period ends. We will tell you which of these categories apply to you when we confirm your deletion.
7. Effect of Deletion
Please read this before submitting a request:
- Deletion is permanent and cannot be undone. We cannot restore deleted data, and neither can you.
- If you ask us to delete the account behind an active subscription, that subscription will be terminated. Any outstanding balance remains payable, and any Astra equipment must be returned.
- Deleting hosting, Cloud or VPS data removes your websites, databases, mailboxes and backups. Download anything you want to keep before you ask.
- Deleting an application account ends your access to that application.
8. Deleting Data Linked to a Social Login
If you signed in to an Astra application using Facebook, Google or Apple, removing the app from that provider's settings stops future data sharing but does not delete the data already held by Astra. To have that data deleted, send us a request as described in Section 1 and tell us which sign-in account you used.
9. Deleting Raddai and WhatsApp Business Platform Data
This Section applies to Raddai (raddai.io), the WhatsApp business messaging platform owned and operated by Astra Telecom, and to data obtained through Meta’s WhatsApp Business Platform. See also Section 12 of our Privacy Policy.
If you are a business using Raddai
- Disconnect your WhatsApp Business Account. You may disconnect it at any time from within Raddai, or revoke our access directly from your Meta Business settings (Business Settings → Apps or Integrations → remove Astra Telecom / Raddai). On disconnection the access token we hold is revoked and deleted immediately.
- Delete individual conversations. You may delete single messages or entire conversations at any time from within the Platform.
- Delete your entire account and all its data. Email info@astra.ps from your registered address requesting full deletion. We will delete or irreversibly anonymise your stored message content and end-user data within 90 days, except for records we are legally required to keep (see Section 6).
If you are a person who messaged a business through Raddai
Where you have exchanged WhatsApp messages with a business that uses Raddai, we process those messages on behalf of that business, which is the data controller for them. You may:
- Contact that business directly and ask it to delete your data; or
- Email us at info@astra.ps, stating the WhatsApp phone number you messaged from and the business you contacted. We will promptly forward your request to that business and assist it in responding, and we will delete the data we hold about you wherever we are permitted to do so.
Please note: deleting your data from Raddai does not delete the messages from WhatsApp on your own device, nor from Meta’s systems. Meta retains messages processed by the Cloud API for a maximum of 30 days; WhatsApp’s own handling of your data is governed by the WhatsApp Privacy Policy.
10. If You Are Not Satisfied
If you believe we have not handled your request properly, contact us again at info@astra.ps and ask for the matter to be escalated. You also have the right to complain to the competent Palestinian authority, including the Ministry of Telecom and Information Technology.
11. Contact Us
- Address: Palestine, West Bank, Hebron
- Phone: 00972 562 900 009
- Email: info@astra.ps
See also our Privacy Policy and our Terms of Service.