Your evidence should be handled with care.
This policy explains what ClaimBack AI stores, why it is needed and the controls available to you.
Who operates ClaimBack AI
ClaimBack AI is a registered business name of Pumps & Electrical Pty Ltd (ABN 29 680 127 379, ACN 680 127 379), which operates this service. In this policy, “ClaimBack AI”, “we”, “us” and “our” refer to Pumps & Electrical Pty Ltd when it operates this service. You can contact the operator through the published support and privacy contact form.
Information we collect
ClaimBack AI stores information you choose to enter, including your name, email when you sign in, protected purchase records, business and product details, dates, amounts, issue descriptions, business responses, requested outcomes, generated messages, timelines, reminders and recorded outcomes. Evidence and receipt uploads may contain invoices, photos, screenshots, tracking, warranty documents or correspondence.
How information is collected and held
Information is collected directly from you as you use Purchase Protection and the claim builder. Structured purchase and claim records and private uploaded files are held separately. Guest workspaces use a secure browser-specific cookie. Signed-in workspaces use a verified account identifier so records can be separated and retrieved across supported devices.
Why we use it
We use this information to save protected purchases, organise evidence, calculate evidence-completeness scores, create reminders, generate editable complaint material, create the Case Pack PDF, track follow-ups, provide support, protect the service and improve reliability. We do not sell purchase or claim information or use uploaded files for advertising.
AI processing
When live model generation is enabled, the facts and evidence index needed for a requested complaint output may be sent to the configured AI processing provider. Uploaded claim-evidence file bytes are not sent by the current claim generator. If you choose “Read details” for a Purchase Vault receipt, that selected file is sent to the configured AI provider so it can suggest receipt fields. Suggestions are shown for review and are not confirmed until you apply and save them. If live model generation is unavailable, the built-in rules-based claim generator remains available. All generated or extracted material should be checked before use.
Who information may be disclosed to
Information may be processed by infrastructure, storage, AI, email and payment providers used to operate ClaimBack AI. Access is limited to what each provider needs for its function. Information may also be disclosed where required by law or needed to investigate abuse or a security incident.
Minimal product analytics
ClaimBack AI records a small set of product events, such as when Purchase Protection is opened, a purchase is created, updated, archived or deleted, a receipt is processed, a reminder is enabled, a refund tracker is used or a purchase is converted to a claim. Events use a pseudonymous one-way workspace key, plan type and broad object type so retention and conversion can be measured without storing purchase details, file names, messages or uploaded content in analytics.
Guest workspaces
Anyone using the same browser profile may be able to access guest purchases and claims. Use a personal device. If you sign in, existing records from that guest workspace are transferred to the verified account. You can delete the guest workspace at any time in Account settings.
Retention, archive and deletion
Purchase and claim information is retained while the workspace remains active so you can return to it. Archiving hides a purchase from the active vault without deleting it or its linked claim. You can delete a receipt, an evidence file, a protected purchase, an entire claim or the complete workspace after confirming the action. When the same private file is linked to both a purchase and an active claim, deleting one record keeps the file only for the remaining record; it is removed after the final linked record is deleted. Limited security, pseudonymous analytics or infrastructure records may remain for a short period where reasonably required for system integrity, fraud prevention, service measurement or legal obligations.
Access, export and correction
You can edit purchase and claim information in the workspace and download a machine-readable export from Account settings. Original receipt and evidence files can be downloaded individually. If account information is inaccurate, update the identity provider profile or request correction through the published support channel.
Security
ClaimBack AI applies server-side ownership checks, private file storage, file-size and signature validation, rate limits, security headers and no-store controls for sensitive downloads. No online service can promise absolute security. Do not upload passwords, full payment card numbers, bank login details, unnecessary identity documents, medical records or unrelated information about another person.
Privacy questions or complaints
Submit a request to Pumps & Electrical Pty Ltd through the support and privacy contact form. Identify the relevant account and describe the access, correction, deletion or complaint requested. We will verify identity before disclosing or changing account information.
Official information
For general Australian privacy information, visit the Office of the Australian Information Commissioner. This policy may be updated when the product, providers or legal requirements change.