Privacy Policy

FairReply operates the service from Malta and handles the personal data submitted to it. Contact for all privacy matters: case@getfairreply.com. We process personal data under the EU General Data Protection Regulation (GDPR).

Your case: your name, contact details, the description of your complaint, and the evidence you attach (receipts, invoices, photos, emails, warranty documents). We use this to organise and administer the complaint package you asked us to provide. Lawful basis: taking the steps needed to provide the service you requested. We forward your identity, complaint, and evidence to the named company only with the consent you give at submission.

Case updates: we use your email address to send you updates about your own case. Lawful basis: performance of the service you requested.

Usage analytics: we use privacy-friendly, cookieless analytics to understand how the site is used (page views and anonymous funnel events). No personal profiles are built. Lawful basis: our legitimate interest in understanding and improving the service.

Private post-case feedback:after a case is resolved or closed, we may invite you to rate the company's response, communication, fairness, and resolution, and leave an optional private comment. This helps us evaluate complaint handling and improve FairReply. Your individual feedback and score are not published. Providing feedback is optional. Lawful basis: your consent when you submit it.

Security and abuse prevention: we process limited technical and operational information to protect the service, prevent spam or fraud, and maintain an audit trail. Lawful basis: our legitimate interests in operating a secure and reliable service.

The information marked as required in the submission form is needed to prepare and send a usable complaint package. If you do not provide it, we may be unable to accept or forward the complaint.

Your case, including your name and evidence, is shared with exactly one party: the company your case concerns, so it can respond and resolve it. We do not sell personal data. We do not publish anything. Service providers (hosting, email delivery, file storage) process data on our behalf under GDPR-compliant agreements, within the EU/EEA or under approved transfer mechanisms.

Where you consent to this use, we may produce anonymised, aggregated statistics and insights (for example, complaint volumes, response patterns, resolution outcomes, and grouped feedback trends). These never contain your name, contact details, documents, private comment, or individual score. We may use aggregate insights to improve the service and may eventually provide paid benchmark or reporting products. We do not sell personal data.

Case data, evidence, and identifiable feedback are kept for the duration of your case plus 12 months, then deleted or fully anonymised. Anonymous aggregate statistics may be retained for longer because they no longer identify you. You can request earlier deletion at any time (see below); we may retain minimal records where the law requires it.

You have the right to access, rectify, delete, and receive a copy of your personal data, to withdraw your consent at any time (which stops further forwarding of your case), and to object to or restrict certain processing. Email case@getfairreply.com and we will respond within 30 days. You also have the right to lodge a complaint with the Information and Data Protection Commissioner (IDPC) in Malta or your local supervisory authority.

Evidence files are stored securely with access restricted to the FairReply team and transmitted over encrypted connections. Access to case data is protected by authentication.