Privacy Policy

Concierge test policy · October 2026

1. What we receive

Dispute materials you send us. For each dispute: the dispute record or screenshots from your Stripe Dashboard (dispute and charge IDs, amount, reason, due-by date, and the customer name, email, and billing details Stripe shows), the receipt or invoice, access and usage logs, account and license records, delivery emails, customer communication threads, and your policy pages. These contain personal information about your customers; you send them to us as your service provider, for your dispute.

Your business contact details. Your name, business name, email address, and our correspondence with you.

Billing records. Fee invoices for won disputes and their payment status.

What we never receive: your Stripe password, your secret API key (sk_), bank credentials, full card numbers or your customers' full payment details, or access to your inbox or helpdesk. We do not ask for them and will refuse them if offered, on any path.

API keys today and later. Today the Service works from exports only, and we also refuse restricted API keys. If we later offer an optional connected path, it will work only through a restricted key that you create in your own Stripe Dashboard, limited to five permission areas — read and write for disputes and dispute files; read-only for charges, customers, and events — and that you can revoke at any time. That key would be a credential we hold, so before the connected path is offered this policy will be updated to say how it is stored, used, and deleted. Even then, nothing is submitted without your explicit approval of that case: you click "Approve & submit", and we transmit the exact packet you reviewed.

2. The website

This site sets no advertising cookies and loads no third-party scripts or third-party analytics. The free Dispute Evidence Checker runs entirely in your browser — your checklist answers, dates, and score stay on your device. If you start a case, you enter your dispute details in the case form yourself. Our hosting provider keeps standard server logs (such as IP address and pages requested) for security and reliability.

Anonymous usage events. To learn which pages help merchants, the site sends a small number of anonymous usage events to our own application (app.thechargebackdesk.com), not to any analytics company: a page was viewed, a link to the checker was clicked, the checker was started, a checker result was shown, a "Start a case" link was clicked, the agency contact link was clicked, the sample packet was viewed, and a guide or reason-code page was viewed. Each event contains only the event name, the page, the dispute category picked in the checker (where there is one), which button was clicked, and any referral code in the page link (?ref=) — a partner's code, or a short label for which of our own links you followed (for example, from the home page or a guide). If the checker shows that a dispute is outside what we handle, the "result shown" event carries only which scope reason applied (physical goods, a platform or marketplace payment, or both) in place of a dispute category. The page-view, checker-started, checker-result-shown and "Start a case" click events also carry a random session identifier, so we can count visits and count each step once per visit rather than once per click: your browser generates it, keeps it in session storage for that tab only (not a cookie), and discards it when the tab closes; it is not derived from anything about you or your device. Events never contain your checklist answers, dates, or score, your name or email, or anything you type, and the site sets no cookies to send them. As with any web request, our application's host sees the connection's IP address in its standard logs; we do not attach it to the event record.

3. How we use it — purpose limitation

• To build the evidence packet for the dispute you sent the materials for, and to tell you when a case is missing something or must be refused.
• To deliver packets, invoice you, and record the outcome you report back.
• To protect the Service and comply with law (see section 8).

Materials sent for one dispute are used for that dispute only. We do not use your data, or your customers' data, for any other purpose — no marketing to your customers, no profiling, no combining across merchants.

4. Who processes it

A small set of providers process data only as needed to run the Service:

Function	Provider	What they process
Website hosting and email routing	Cloudflare	Site requests; incoming email to our addresses, in transit
Case application: hosting, database, and file storage	Cloudflare (Workers, D1 database, R2 file storage)	Your account email and sign-in records; your case details (dispute and charge IDs, amount, dates, statement descriptor, case-form answers), case status, notes, and fee invoice records (D1); the case files you upload, which contain your customers' personal data (R2, private storage)
Email inbox	Google (Gmail)	Email you send us, including attached case files
Outgoing email	Resend	Messages we send you (no case files)
AI-assisted packet assembly, under human review	Anthropic, via its commercial API	Case materials in transit while a packet is assembled
Invoices and payment	Stripe	Billing records; your card details never reach us

No training on your data. We use AI providers only on commercial API terms under which they do not train models on our data, and we never use your data to train models ourselves.

5. We do not sell your data

We do not sell, rent, or share your data or your customers' data with anyone for their own marketing or advertising, and we do not "sell" or "share" personal information as California law defines those terms. Data goes only to the providers in section 4, to run the Service.

6. Retention and deletion

• Case files (dispute exports, logs, communication threads, and your customers' data) are deleted within 30 days after the case closes. A case closes when you report Stripe's decision, when we refuse or you withdraw the case, or automatically if the outcome is never reported (90 days after submission, or after the response deadline passes on a delivered packet) — we email you before the deletion clock runs out, and you can still report the outcome after an automatic closure.
• When our agreement ends, all remaining data is deleted within 30 days.
• What we keep: invoices and the signed agreement, for accounting and legal records. Nothing else.
• Early deletion: ask at any time and we delete your data and confirm in writing within 2 business days.
• Your copy: the delivered packet is yours to keep; deleting our copy does not affect yours.

7. Security

Data is encrypted in transit. Data stored in our case application — the D1 database and R2 file storage — is also encrypted at rest by Cloudflare, which encrypts all D1 and R2 data with AES-256. Access is limited to the people and systems working on your packets, and we notify you within 48 hours if we learn of unauthorized access to your data. No system is perfectly secure.

8. Legal requests

We disclose data only where we believe in good faith the law requires it (for example, a valid subpoena or court order) or where it is necessary to protect the safety, rights, or property of others. Where legally permitted, we tell you first.

9. Your rights

You can ask what data we hold about you, ask us to correct it, or ask us to delete it, and we will respond within 30 days (deletion requests within 2 business days). If one of your customers asks you about their data, we will help you respond. We do not treat you differently for exercising these rights.

10. Who this is for

The Service is for businesses. It is not directed at children, and we do not knowingly collect information from anyone under 18 except as it appears in dispute records you send us.

11. Changes

If we make material changes, we will post the new policy here and email active merchants before it takes effect.

12. Contact

Privacy questions and deletion requests: hello@thechargebackdesk.com.