Privacy Policy
A plain description of the data this platform holds, why it needs it, and the controls around it.
Plain-language summary
What we collect
Only what a refund case needs. Account data comes from registration; case data comes from the form you fill in and the files you attach.
- Account: full name, email address, country, and the role and status of the account.
- Case: transaction date, amount, currency, payment method, any reference number, and your description of what went wrong.
- Evidence: the documents you choose to upload, with their file name, type and size.
- Activity: timestamps for status changes and messages, so the case history is auditable.
What we never ask for
RoyalRefund does not request, store or transmit banking passwords, card PINs, full card numbers, one-time codes, seed phrases or private keys. No field in the product accepts them, and no member of a support team will ever ask for one.
How your data is protected
Data is held in a managed Postgres database with row level security enabled on every table, so an authenticated request can only reach rows the account owns. Documents are stored in a private bucket partitioned by user id and are served through short-lived signed URLs rather than public links. Traffic is encrypted in transit and the provider encrypts data at rest.
Who can see your case
You, and reviewers holding the administrator role. Administrative access is decided server-side from the database role and enforced again by database policy, so a client-side change cannot grant it. Every administrative status change is written to an activity log.
The public tracker
The tracker at /track deliberately returns a narrow view: the reference, the case type, the stage, the submission date and the status history. It never returns amounts, contact details, documents or messages, so sharing a reference does not expose personal information.
Retention and deletion
Case records are kept while the case is open and for a period afterwards so the history remains auditable. You can request deletion of your profile, cases, documents and messages at any time by writing to support@getroyalrefund.com from the address on the account.