Privacy Policy – Refund Resolution

At Refund Resolution, we are committed to protecting your privacy and handling your personal data responsibly. This Privacy Policy explains how we collect, use, store, and share your information when you use our services, visit our website, or interact with us.

By using our services or providing us with your personal data, you agree to the terms of this Privacy Policy.

1. Who We Are

Refund Resolution (referred to as “we,” “us,” or “our”) is a refund resolution service based in the UK. Our contact details are:

2. What Information We Collect

We collect various types of information to provide and improve our services:

2.1 Information You Provide Directly to Us

This includes information you give us when you:

Submit a claim: Your name, address, email address, phone number, details of the company involved in your claim, transaction details (e.g., date, amount, payment method), description of the issue, and any supporting documentation (e.g., receipts, booking confirmations, communication logs, photos, videos).
Contact us: Your name, email address, phone number, and the content of your communication.
Subscribe to newsletters: Your email address.
Participate in surveys or promotions: Information requested for the specific survey or promotion.

2.2 Information We Collect Automatically

When you visit our website, we may automatically collect:

Technical data: IP address, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform, and other technology on the devices you use to access this website.
Usage data: Information about how you use our website, products, and services (e.g., pages viewed, links clicked, time spent on pages).
Cookie data: Information collected through cookies and similar technologies (see Section 6 for more details).

2.3 Information from Third Parties

We may receive information about you from third parties, such as:

Companies involved in your refund claim: Information they provide during the dispute resolution process.
Publicly available sources: Where necessary for legitimate business purposes (e.g., company registers).

3. How We Use Your Information

We use your personal data for the following purposes, based on the specified lawful bases under GDPR:

3.1 To Provide Our Services (Contractual Necessity)

To assess the validity and strength of your refund claim.
To communicate with the company involved in your claim on your behalf.
To manage the dispute resolution process and negotiate for your refund.
To process and facilitate the return of your funds.
To follow up with you regarding the resolution of your claim.

3.2 For Communication (Legitimate Interests or Consent)

To respond to your inquiries and provide customer support.
To send you updates on your claim progress.
To send you service-related announcements (e.g., changes to terms, privacy policy updates).
If you have opted in, to send you newsletters or marketing communications about our services. You can opt-out at any time.

3.3 For Business Operations and Improvement (Legitimate Interests)

To improve our website, services, and user experience.
To conduct internal research, analysis, and data analytics.
To ensure the security and integrity of our systems and data.
To prevent fraud and other illegal activities.
To manage our internal record keeping and administration.

3.4 For Legal and Compliance Purposes (Legal Obligation)

To comply with applicable laws, regulations, legal processes, or governmental requests.
To establish, exercise, or defend our legal rights.

4. How We Share Your Information

We may share your personal data with the following categories of recipients:

The Company You Have a Claim Against: We will share relevant details of your claim (including your personal information where necessary for the claim) with the company from whom you are seeking a refund, as part of the dispute resolution process.
Service Providers: Third-party companies that provide services to us, such as IT support, data hosting, communication platforms, and professional advisors (e.g., accountants). These providers are contractually bound to protect your data and only use it for specified purposes.
Regulatory Authorities and Law Enforcement: When required by law or to respond to valid legal requests.
Legal and Professional Advisors: Our lawyers, auditors, or other professional advisors where necessary for legal advice, audit, or other professional services.
In the Event of Business Transfer: If Refund Resolution is involved in a merger, acquisition, or asset sale, your personal data may be transferred as part of that transaction. We will notify you of any such transfer and significant changes to this Privacy Policy.

We will never sell your personal data to third parties for their marketing purposes.

5. International Data Transfers

As we operate primarily within the UK, your data will primarily be processed and stored within the European Economic Area (EEA) and the UK.

If we or our service providers transfer your personal data outside the UK/EEA, we will ensure appropriate safeguards are in place to protect your data, such as:

Transferring to countries deemed to provide an adequate level of data protection by the UK government or the European Commission.
Using specific contracts approved for data transfer by the UK government or the European Commission (e.g., Standard Contractual Clauses).

6. Cookies and Similar Technologies

Our website uses cookies and similar technologies (e.g., web beacons, pixels) to collect information about your Browse activities. Cookies are small text files placed on your device.

We use cookies for:

Strictly Necessary Cookies: Essential for the website to function correctly.
Analytical/Performance Cookies: To understand how visitors interact with our website, helping us improve its functionality and content.
Functionality Cookies: To remember your preferences and choices (e.g., language selection).

7. Data Security

We have implemented appropriate technical and organisational security measures to protect your personal data from accidental loss, unauthorised access, use, alteration, or disclosure. These measures include encryption, access controls, and regular security assessments.

However, please be aware that no method of transmission over the internet or method of electronic storage is 100% secure. While we strive to protect your personal data, we cannot guarantee its absolute security.

8. Data Retention

We will retain your personal data only for as long as necessary to fulfil the purposes for which we collected it, including for the purposes of satisfying any legal, accounting, or reporting requirements.

To determine the appropriate retention period, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

Generally, we will keep data related to your claim for a period of 6 years after the claim is closed to comply with legal obligations and for potential dispute resolution.

9. Your Rights

Under UK data protection law (GDPR), you have certain rights regarding your personal data:

Right to Access: You have the right to request a copy of the personal data we hold about you.
Right to Rectification: You have the right to request that we correct any inaccurate or incomplete personal data we hold about you.
Right to Erasure (Right to be Forgotten): You have the right to request the deletion of your personal data in certain circumstances.
Right to Restrict Processing: You have the right to request that we restrict the processing of your personal data in certain circumstances.
Right to Data Portability: You have the right to receive your personal data in a structured, commonly used, and machine-readable format, and to transmit that data to another controller.
Right to Object: You have the right to object to the processing of your personal data in certain circumstances, particularly where we are processing it based on our legitimate interests.
Rights in relation to automated decision-making and profiling: You have the right not to be subject to a decision based solely on automated processing, including profiling, which produces legal effects concerning you or similarly significantly affects you.

To exercise any of these rights, please contact us using the details provided in Section 1. We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights).

10. Complaints

If you have concerns about our handling of your personal data, please contact us first so we can try to resolve the issue directly.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk).

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. We will notify you of any significant changes by posting the new Privacy Policy on this page and updating the “Effective Date” at the top. We encourage you to review this Privacy Policy periodically.