Privacy policy
This privacy policy explains how RefundHelp handles personal information when you use the website, create a document pack, contact us or make a purchase.
Who we are
RefundHelp is a trading name used by Michael Connolly, sole trader. RefundHelp provides digital self-help document packs for UK consumers.
Contact email: [email protected]
Business details are available on the Legal note page.
Information we collect
RefundHelp aims to collect only the information needed to generate your pack, process your purchase, respond to messages and keep the website working securely.
Depending on how you use the website, this may include:
- your name;
- your email address if you contact us or it is provided through checkout;
- the gym or company name you enter into the form;
- branch/location details you choose to provide;
- membership/reference details you choose to provide;
- payment amounts, disputed amounts and timeline details you enter into the form;
- the issue, evidence and outcome options you select;
- purchase and checkout information provided by Stripe;
- technical information such as IP address, device/browser details and website logs.
Information you enter into the generator
The gym pack generator uses the answers you provide to create your digital document pack. Your answers may also be saved temporarily in your browser's local storage so that your progress is not lost if you refresh the page or return after checkout.
When you continue to checkout, some form answers may be passed to Stripe as checkout session metadata so that the success page can verify payment and recover the correct answers needed to generate your pack after payment.
You should avoid entering unnecessary sensitive information. Only include details that are relevant to the document pack you are creating.
Payments
Payments are processed securely by Stripe. RefundHelp does not store your full card number, CVC or full payment card details.
Stripe may process personal information such as your name, email address, billing/payment details, payment status, transaction ID, device information and fraud-prevention information. Stripe handles that information under its own privacy terms.
How we use your information
We use personal information to:
- generate the document pack you requested;
- save form progress on your device while you complete the form;
- verify payment and unlock the paid digital product;
- respond to emails, support requests and technical issues;
- keep records of purchases, payments, refunds and disputes;
- protect the website from misuse, fraud, spam or security issues;
- comply with legal, tax, accounting and record-keeping obligations.
Legal basis for using information
We use information where it is needed to provide the digital product you requested, process payment, respond to your enquiry, comply with legal obligations or pursue legitimate interests such as keeping the website secure and handling customer support.
Who we share information with
RefundHelp does not sell your personal information.
Information may be shared with service providers where needed to run the website, process payments, provide hosting/security services, send or receive email, respond to support requests, comply with the law or deal with payment disputes.
Key service providers may include Stripe for payments and Cloudflare/GitHub or similar providers for website hosting, deployment, security and technical logs.
Cookies and local storage
RefundHelp may use essential cookies, local storage or similar technologies to keep the website working, remember form progress on your device, support checkout and protect the website from misuse.
The form progress saved on your device can be cleared by using the “Start again” option on the generator page or by clearing your browser data.
If RefundHelp adds analytics, advertising or non-essential tracking tools in future, this policy should be updated to explain those tools.
How long we keep information
RefundHelp keeps personal information only for as long as reasonably needed for the purpose it was collected, including to provide the product, handle support, maintain business records, deal with disputes and comply with tax, accounting or legal requirements.
Browser local storage remains on your own device until you clear it, use the “Start again” option or your browser removes it.
Your rights
Depending on the circumstances, you may have rights to request access to your personal information, correction of inaccurate information, deletion, restriction, objection or a copy of certain information.
To make a privacy request, email [email protected]. We may need to verify your identity before responding.
Security
RefundHelp uses reasonable technical and organisational steps to protect personal information. No website or internet service can be guaranteed to be completely secure, so you should avoid entering unnecessary sensitive information into the generator.
Children
RefundHelp is intended for adults dealing with their own refund, cancellation or unwanted-charge issues. It is not aimed at children.
External links
The website may link to third-party websites, such as Stripe or consumer information sources. RefundHelp is not responsible for the privacy practices or content of third-party websites.
Changes to this policy
RefundHelp may update this privacy policy from time to time. The latest version will be shown on this page.
Contact
For privacy questions, email [email protected].
You also have the right to complain to the Information Commissioner's Office if you are unhappy with how your personal information is handled.
Last updated: 30 May 2026