Privacy, in plain English

Who we are

Order Defence is a service based in London that helps restaurants prepare appeals against delivery platform refunds. If you have any question about your data, email support@orderdefence.com.

What data we process

• Refund notices from Deliveroo, Uber Eats and Just Eat that you forward, paste or upload. If you connect Gmail, we only read messages from those platforms that mention a refund or adjustment.
• Order details such as order numbers, items, amounts and times, and any photos or notes you attach as evidence.
• Your account email, so you can sign in and we can contact you about your account.

Why we process it

Only to prepare your refund appeals: to read each notice, check it against its deadline and your order record, draft an appeal for you to review, and record the outcome.

To spot customers who make repeated refund claims, we compare a one-way fingerprint of the customer identifier, never the name or address itself. Other restaurants never see your data.

We don't sell it

We never sell your data or share it for advertising. We never log in to your platform accounts.

Where it is stored

Your data is stored with Supabase in the UK/EU. The website runs on Vercel. Notices and drafts are processed by Anthropic's Claude AI model to read notices and write appeal drafts. If you use email forwarding, an email delivery provider passes the notices to us.

Gmail access tokens are stored encrypted.

How long we keep it

We keep the original wording of a refund notice, which can include a customer's first name and postcode, for 90 days. After that it is cleared automatically and only the claim record remains: the order number, the amounts, what we argued and how the platform replied.

We keep that claim record while you are a customer, because it is what your win rate and your repeat-claim checks are built on.

If we contacted you

We sometimes email restaurant businesses to tell them about Order Defence. We do this under legitimate interests: a short business message about delivery refunds, sent only to limited companies and LLPs. Sole traders and partnerships we only approach in person or by phone.

• Where your details came from: the contact details your business publishes itself, on its website, Google listing or Instagram bio, and Companies House.
• What we hold: the business name, its published email address and phone number, its company number, and a note of what we sent and when.
• How to stop it: reply "no thanks", or email support@orderdefence.com.
• After you opt out: we keep only your email address or phone number on a suppression list, so we never contact you again.
• How long: if you never reply, we delete your details 12 months after our first email.

Deleting your data

Email support@orderdefence.com from your account email and ask us to delete your data. We will delete it and confirm by email within one month. You can also ask for a copy of the data we hold about you.