Privacy Policy

What we collect

When you submit a claim: your name, email, phone number, postal address, flight and booking details, and — if you choose to save a card — a payment method reference from our payment processor, Stripe (we never see or store your card number). If you upload evidence (boarding passes, booking confirmations, correspondence), we store those files too. If you create an account, Supabase handles authentication (magic-link sign-in) on our behalf.

When you send us a message or report a problem through the “Need help?” button: your name, email, message, any claim reference you give us, the page you were on and, for problem reports, a technical error code. We use this only to reply to you and fix what went wrong.

Why we collect it

To assess your claim’s eligibility, pursue it with the airline on your behalf, keep you updated on its progress, and collect our fee once you’ve been paid (see our Terms and the agreement you sign when filing a claim). We don’t use your data for anything else, and we don’t sell it.

Who we share it with

Only the services that make ClaimPilot work, each holding only what they need to do their job:

• The airline your claim is against, and any ombudsman or dispute-resolution body
• MongoDB Atlas — stores your claim record
• Supabase — authentication and evidence-file/document storage
• Stripe — payment method storage and fee collection, if you save a card
• Resend — sends claim status emails
• AeroDataBox / FlightAware — verifies your flight’s actual delay, where configured
• Plausible — anonymous, cookieless site-visit analytics

Site analytics

We use Plausible to see how many people visit our site and which pages they use. It doesn’t use cookies, and it doesn’t collect or store anything that identifies you personally — no IP address, no device fingerprint. This applies to every visitor, whether or not you sign in or submit a claim. We also count anonymous actions — such as opening the help panel or reaching each step of the claim form — to see where people get stuck. These counts never include what you typed.

Saved progress on your device

If you start checking a flight and leave, the flight details you entered (route, airline, date and what happened) are kept in your own browser’s local storage for up to 14 days so you can pick up where you left off. They never leave your device until you submit a claim, and we deliberately don’t save your name, contact details or signature this way. Choosing “Start over”, submitting your claim, or clearing your browser data removes them. We also remember, for the current visit only, whether we’ve already shown you a “need help?” prompt, so we don’t repeat it.

How long we keep it

For as long as your claim could reasonably still be pursued or challenged — UK261/EU261 claims generally have a 6-year limitation period — plus a reasonable period afterward for our own financial and legal records (e.g. proof of the signed authority, evidence of fee collection). We delete evidence files and account access sooner on request where we’re not required to keep them.

Your rights

You can ask to see what we hold about you, correct it, or request deletion. If you have an account, sign in and use Delete my account and data — this removes your sign-in and disconnects your claims from it immediately. Because claim records themselves may need to be kept for the reasons above (an active claim, a legal or financial record), deleting the underlying claim data is handled as a manual request: email us and we’ll action it, explaining anything we’re required to retain and why.

Contact

Questions about this policy, or a deletion/access request: get in touch through the contact details on our website.