Privacy policy

Last updated 3 October 2026

Velaris Dijital, Fenerbahçe Mah. İğrip Sk. No: 13 İç Kapı No: 1, Kadıköy, Istanbul, Türkiye, is the controller of the personal data described here. Contact: hello@refundletter.com.

What we collect

• Claim details you enter: flight, dates, route, airline, what happened, booking reference and expenses.
• Your name, email address, postal address and the names of other passengers on the booking.
• Payment confirmation from Lemon Squeezy. We never see or store your card details.
• Basic technical and visit statistics needed to run and improve the website. We do not use advertising cookies.

Why we use it

To check your claim, generate and deliver your letters, process your payment, answer your questions and send you service emails about your claim (performance of a contract), and to keep the service secure (legitimate interests). We do not sell your data or use it for advertising, and we do not contact any company on your behalf.

Service emails

After you buy, we email you the link to your letter, a reminder 14 days later to check whether the airline has replied, and a reminder at 8 weeks about escalating your claim. We do not send marketing emails. Every email has a link to stop reminders.

How long we keep it

If you buy a claim pack, we keep your claim details for 6 months so that your follow-up letters, reminders and money-back promise work, then delete them automatically. You can delete them sooner at any time with the "Delete my data now" link on your letter page. Drafts that are never paid for are deleted after 7 days. Payment records are kept by Lemon Squeezy as required by tax law.

Who processes it

• Lemon Squeezy (payments, merchant of record).
• Hostinger International Ltd., which hosts the website and database on servers in Frankfurt, Germany.
• Our email provider (Hostinger), which delivers service emails.

We are based in Türkiye and your data is stored in Germany. Where data is transferred outside the UK or EEA, we rely on appropriate safeguards such as standard contractual clauses.

Your rights

Under the UK GDPR, the EU GDPR and similar laws you can ask to access, correct, delete or export your data, and object to or restrict how we use it. Email us and we will respond within one month. You can also complain to your data protection authority, for example the ICO in the UK.