Privacy Policy

Last updated: 19 June 2026

This policy explains how Refund ("we", "us") handles your personal information, in line with the New Zealand Privacy Act 2020. It sits alongside our Terms of Service.

What we collect

Account details — your name, email, and (if you provide it) mobile number.
Case information— the notice or claim you're dealing with, your account of what happened, and any documents you upload (photos of notices, receipts, evidence).
Correspondence — messages between you, us and the relevant authority for your case.
Payment information— handled by our payment processor (Stripe). We don't store your full card number.
Usage data — basic technical information needed to run and secure the service.

How we use it

To run your case — read your notice, prepare submissions, and act for you.
To communicate with the relevant council or transport authority on your behalf.
To keep you updated (by email, and by text if you opt in).
To charge the success fee if we win, and to provide invoices.
To improve and secure the service.

Who we share it with

We share your information only as needed to run your case and the service:

The relevant authority — the council or transport authority handling your matter, as part of acting for you.
Service providers that process data on our behalf under their own safeguards — Supabase (database/auth), Stripe (payments), Resend (email), Twilio (SMS), and AI providers (via OpenRouter, including Anthropic) used to read documents and draft correspondence.

We don't sell your personal information. Your case information is kept private to you — the agent works on one case at a time and does not share one customer's details with another.

Storage & security

Your data is stored with our providers (some may be overseas) under access controls, with row-level security so each account can only see its own data. No system is perfectly secure, but we take reasonable steps to protect your information.

Your rights

Under the Privacy Act 2020 you can ask to access or correct the personal information we hold about you, and ask us to delete it (subject to any legal record-keeping we must do). You can edit your profile in your account, or contact us for anything else.

Retention

We keep case and billing records for as long as needed to provide the service and meet legal obligations, then delete or de-identify them.

Cookies

We use essential cookies only — to keep you signed in. We don't use advertising cookies.

Contact

For any privacy request or question, email support@refund.co.nz. If you're not satisfied with our response, you can contact the Office of the Privacy Commissioner.

We may update this policy; we'll change the date above for material changes. This policy is governed by the laws of New Zealand.