1. Who we are
Online Refund is a trading style of Refundee Ltd, a claims management company registered in England & Wales (company number 12855931) and authorised and regulated by the Financial Conduct Authority (FRN 937096). For the purposes of UK GDPR and the Data Protection Act 2018, Refundee Ltd is the data controller of your personal data.
Our registered office is: 3rd Floor, 86-90 Paul Street, London, EC2A 4NE. We are registered with the Information Commissioner's Office under registration number A8986071.
2. What data we collect
We collect the following categories of personal data when you use our website or engage our services:
- Identity data — first name, surname, date of birth.
- Contact data — phone number, email address, postal address.
- Claim data — details of the scam you fell victim to, amount lost, dates, banks involved, communications with the scammer, and any documents you provide to support your claim.
- Financial data — bank account details (only where needed to receive recovered funds), and information about the loss itself.
- Technical data — IP address, browser type, device type, approximate location (country level), pages visited, referring URL.
- Marketing data — your preferences in receiving communications from us.
3. How we collect your data
We collect data when you submit our enquiry form, speak to one of our specialists by phone or email, sign a letter of authority, send us documents, or browse our website (via cookies — see our Cookie Policy).
4. Why we use your data and our legal basis
| Purpose | Legal basis |
|---|---|
| Assessing your potential claim and contacting you about it | Steps to enter into a contract at your request |
| Pursuing your claim with banks, the Financial Ombudsman Service or other bodies | Performance of our contract with you |
| Meeting our regulatory obligations under FCA rules and anti-money-laundering law | Legal obligation |
| Fraud prevention, IT security, and internal record-keeping | Our legitimate interests |
| Sending you marketing about our services | Your consent (you can withdraw at any time) |
5. Who we share your data with
We share your data with third parties only where necessary, including:
- The bank or financial institution against which we are pursuing your claim;
- The Financial Ombudsman Service or other dispute-resolution bodies, where your case is escalated;
- Law enforcement, regulators (including the FCA), or courts where we are legally required to do so;
- Our IT, hosting and customer-management providers, who process data on our instructions under written contracts;
- Professional advisers (legal, accounting, audit) under a duty of confidentiality.
We do not sell your personal data and we do not share it with third parties for their own marketing purposes.
6. International transfers
Where we transfer your data outside the UK, we ensure equivalent protection through a UK-adequacy regulation, the International Data Transfer Agreement, or Standard Contractual Clauses with appropriate supplementary measures.
7. How long we keep your data
We retain your personal data for as long as needed to provide our services and to meet our regulatory record-keeping obligations under FCA rules — generally for six years after our relationship with you ends. After that period, your data is securely deleted or anonymised.
8. Your rights
Under UK GDPR you have the right to:
- Access the personal data we hold about you;
- Ask us to correct inaccurate data;
- Ask us to delete your data, where we no longer need it;
- Restrict or object to our processing in certain circumstances;
- Receive your data in a portable format;
- Withdraw your consent (where consent is the legal basis we rely on);
- Lodge a complaint with the Information Commissioner's Office at ico.org.uk.
To exercise any of these rights, email enquiries@refundee.com.
9. Security
We use appropriate technical and organisational measures — including encryption in transit, access controls, and staff training — to protect your data from accidental loss, unauthorised access, alteration or disclosure.
10. Children
Our services are not directed at people under 18, and we do not knowingly collect personal data from minors.
11. Changes to this policy
We may update this Privacy Policy from time to time. The "last updated" date at the top of this page will reflect any changes. Where changes are material, we will tell you directly.
12. Contact us
If you have any questions about this policy or how we handle your data, contact us at:
Refundee Ltd
3rd Floor, 86-90 Paul Street, London, EC2A 4NE
Email: enquiries@refundee.com
Phone: 07822 015330