Privacy Policy

1. Who we are

Restitutia (restitutia.com) is operated by Refundee Ltd, a claims management company registered in England and Wales (company number 12855931), registered office 3rd Floor, 86-90 Paul Street, London, EC2A 4NE. Refundee Ltd is registered with the Information Commissioner's Office under registration number A8986071. For the purposes of UK GDPR and the Data Protection Act 2018, Refundee Ltd is the data controller of your personal data. Enquiries submitted on this site are handled under the company's OnlineRefundee brand.

2. What data we collect

• Enquiry data. When you submit the enquiry form: your name, email address, phone number, the approximate amount you lost, and the firm whose page you submitted it from.
• Technical data. Your IP address, the country and city our hosting provider derives from it, browser and device type, the pages you visit and the page you arrived from.
• Attribution data. If you arrive through an advertisement or a tagged link, the campaign identifiers in that link (for example gclid or utm parameters) and the referring site.
• Claim data. Once a specialist contacts you: details of what happened, dates, payment methods, banks involved, your date of birth and postal address, bank account details only where needed to receive recovered funds, and any documents you choose to provide.

3. Cookies and browser storage

This site sets no advertising cookies. For the site itself it stores three small items in your browser: _ol_src in session storage, which records where your visit came from so that an enquiry can be attributed to it and is deleted when you close the tab; refundee_ticker_dismissed_until in local storage, which remembers for 30 days that you closed the notification card; and _rs_cta in session storage, which records which button you used to reach the enquiry form and is sent with your enquiry. If you reach the second step of the enquiry form, the phone field loads a small open-source library from the jsDelivr content delivery network, which receives your IP address in order to serve the file. Fonts are served from our own server. To preselect your country code in the phone field and to show the country of an enquiry to our team, our server looks up the country of your IP address in a local copy of the IP Geolocation by DB-IP database (CC BY 4.0); your address is not sent to anyone for this. If you accept analytics cookies in the banner, we use Google Analytics 4 to count visits, see which pages and buttons lead to enquiries and improve the site. It sets the cookies _ga and _ga_*, which last up to two years, and keeps reports for 14 months. Google Analytics 4 does not log or store IP addresses. We never use it for advertising. If you reject, or make no choice, no analytics script is loaded. Your choice is stored in your browser as rs_consent for six months, and you can change it at any time with the "Cookie settings" link at the bottom of every page.

4. Why we use your data and our legal basis

5. Who we share your data with

• OnlineRefundee. Your enquiry goes to the OnlineRefundee team at Refundee Ltd, whose specialist contacts you. If you become a client, your details are then recorded in the OnlineRefundee client system (client.onlinerefundee.com). This is the same data controller, not a third party.
• Service providers acting on our instructions. Contabo GmbH, which hosts this site and the server that processes enquiries, in Germany; Telegram, through which our team receives an instant notification of each enquiry containing the details you submitted together with your IP address, approximate location and the source of your visit; Google Ireland Limited, for Google Analytics, only if you accept analytics cookies; and our IT and customer-management providers, all under written contracts.
• The bank or financial institution against which we pursue your claim, and 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, and professional advisers 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.

6. International transfers

This site and its enquiry handling are hosted in Germany, which the UK recognises as providing adequate protection. Where your data is transferred elsewhere, including to Telegram for the enquiry notification described in section 5 and to Google if you accept analytics cookies (Google is certified under the EU-US Data Privacy Framework and its UK Extension), we rely on 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 personal data for as long as needed to provide our services and to meet our regulatory record-keeping obligations under FCA rules, generally 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; to have inaccurate data corrected; to have your data deleted where we no longer need it; to restrict or object to processing in certain circumstances; to receive your data in a portable format; to withdraw consent where consent is the legal basis; and to lodge a complaint with the Information Commissioner's Office at ico.org.uk. To exercise any of these rights, email support@onlinerefundee.com.

9. Information about firms named on this site

Case files contain information about firms and the websites they operate: entries from public regulator warning lists, statements made on the firm's own public website, public domain registration records and our observations of whether the site is online. We publish this on the basis of our legitimate interest in informing people who may have dealt with those firms, and the public interest in access to regulator warnings. Where a case file includes personal data, such as a name or phone number shown on the firm's website, it is reproduced only as it was published there. If you are the person concerned and object, or believe a fact is wrong, email support@onlinerefundee.com with the page address; we review every request against the source.

10. 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.

11. Children

Our services are not directed at people under 18, and we do not knowingly collect personal data from minors.

12. Changes to this policy

We may update this policy from time to time. The date at the top of this page reflects the latest version. Where changes are material, we will tell you directly.

13. Contact us

Refundee Ltd, 3rd Floor, 86-90 Paul Street, London, EC2A 4NE. Email: support@onlinerefundee.com. Phone: 07822 015330.