Privacy Policy

Who we are

ChargeBack (charge-back.com) provides fraud case assessment, evidence organisation, investigation and tracing reports, dispute-preparation guidance, complaint-preparation support, education, and referrals. We are not a bank, cryptocurrency exchange, law firm, regulator, or law-enforcement agency.

This website is operated by Charge Back Ltd, registered in England and Wales under company number 11938271, with its registered address and contact details published in the site footer and on the Contact page. You can reach us using the contact details in the Contact section of this policy.

This policy explains what personal information we collect, why we collect it, how we look after it, and the choices and rights you have. It is written in plain English on purpose. If anything is unclear, please ask us.

Information we collect

We only collect information that we need to assess your case, respond to you, and provide our documentation and support services. You decide how much detail to share with us.

When you contact us or submit a case-assessment form, we may collect the following, depending on which fields you complete:

• Your name and how you would like to be addressed.
• Contact details: email address and, if you provide it, a phone number.
• Your country of residence, so we can point you to the right national reporting channels.
• A description of what happened, including the type of incident, approximate dates, and the approximate amount involved.
• The payment method used (for example bank transfer, card payment, or cryptocurrency), described in general terms.
• Documents and evidence you choose to upload or send us, such as correspondence, receipts, statements you have chosen to share, or screenshots.
• Basic technical and attribution data when you visit the website, such as the page you arrived from, aggregated usage information, and cookie preferences (see our Cookie Policy).

Information we never ask for

We NEVER ask for, and you should never send us, your online banking passwords, cryptocurrency wallet seed phrases or private keys, one-time security codes, PINs, or full card numbers. No legitimate assessment or documentation work requires them.

If anyone claiming to represent ChargeBack asks you for any of these, do not provide them, stop the conversation, and report it to us using the contact details below.

How we use your information

We use the information you give us for a small number of specific purposes:

• To assess your case and tell you honestly whether, and how, our documentation and support services could be relevant to your situation.
• To contact you about your enquiry or your case, using the contact details you provided.
• To deliver the services you have asked for, such as organising evidence, preparing investigation or tracing reports, and preparing dispute or complaint documentation for you to submit to the appropriate bodies.
• To comply with legal obligations that apply to us, such as record-keeping requirements or lawful requests from competent authorities.
• To maintain the security of our website and services.

Lawful bases for processing

Where data-protection law such as the GDPR applies, we rely on the following lawful bases. The exact basis depends on the context of the processing:

• Consent — for example, when you submit an enquiry form, agree to optional analytics cookies, or ask us to refer you to an independent professional.
• Performance of a contract — when we process your information to deliver a service you have engaged us for, or to take steps you have requested before entering into an agreement.
• Legitimate interests — for example, keeping our website secure, responding to enquiries, and maintaining reasonable business records, where those interests are not overridden by your rights and freedoms.
• Legal obligation — where we are required by applicable law to retain or disclose certain information.

How we share information

We do not sell personal information. We never have and we never will.

We share personal information only in these limited situations:

• Service providers — companies that help us run the website and our services (for example hosting or email providers), acting under contract, on our instructions, and only to the extent needed to provide their service.
• Professional referrals — if you ask us to, and only with your explicit consent, we may share relevant case information with an independent lawyer or other professional you have chosen to be referred to.
• Legal requirements — where disclosure is required by applicable law, regulation, or a valid request from a competent authority.

How long we keep information

We keep personal information only for as long as it is needed for the purposes described in this policy, and then delete or anonymise it.

The periods below are the retention periods we apply. Some records may be kept longer where the law requires it (for example tax or anti-money-laundering record-keeping).

• Consultation enquiries that do not become paid cases: kept up to 12 months, then deleted.
• Paid case files and related correspondence: kept up to 24 months after the case is closed, then deleted or anonymised, unless you ask us to delete them sooner or the law requires longer.
• Consent and audit records (proof of what was agreed and when): kept for as long as needed to evidence the engagement, then deleted.
• Privacy-safe, aggregated analytics: contain no personal data and are not tied to you.

How we protect information

We take reasonable and proportionate steps to protect the information you entrust to us:

• Encryption in transit — connections to our website are protected with TLS (HTTPS).
• Access restriction — case information is available only to team members who need it to work on your enquiry or case.
• Data minimisation — we ask only for the information we genuinely need, and we encourage you to redact anything unnecessary from documents before sharing them.

Your rights

Depending on where you live, data-protection law gives you rights over your personal information. Where the GDPR or similar laws apply, these include:

• Access — to ask for a copy of the personal information we hold about you.
• Rectification — to have inaccurate or incomplete information corrected.
• Erasure — to ask us to delete your information in certain circumstances.
• Restriction — to ask us to limit how we use your information in certain circumstances.
• Portability — to receive the information you provided to us in a structured, commonly used, machine-readable format.
• Objection — to object to processing based on legitimate interests.
• Complaint — to lodge a complaint with your national data-protection supervisory authority. We would appreciate the chance to address your concerns first, but you may contact the authority at any time.

International transfers

Some of our service providers may store or process information outside your country. Where information is transferred internationally, we use recognised safeguards, such as adequacy decisions or standard contractual clauses, so that it remains protected to a comparable standard.

If you would like details of the specific safeguards that apply to a particular transfer, contact us using the details in the Contact section and we will provide them.

Cookies

Our website uses a small number of cookies: essential cookies needed for the site to work, and optional, privacy-safe analytics that you can decline. For full details, including how to change your preferences at any time, please see our Cookie Policy.

How to contact us

For any question about this policy, or to exercise any of your rights, email us at support@charge-back.com. We aim to respond to rights requests within the timeframes required by applicable law.

If you believe someone is impersonating ChargeBack or has asked you for passwords, seed phrases, private keys, one-time codes, or full card numbers in our name, please tell us and consider reporting it to your local police.

Changes to this policy

We may update this policy as our services or our legal obligations change.

When we make material changes, we will update the effective date shown on this page and, where appropriate, draw your attention to the change on the website. We encourage you to review this page from time to time.