Privacy Policy

1.Who We Are

Clawback is a consumer advocacy service operating at billfighter.org. We are a Canadian consumer advocacy service operating nationwide. Our contact email is cases@billfighter.org.

2.What We Collect

When you submit a case, we collect the following:

• Intake form data: your name, email address, phone number (if provided), the company your dispute is with, the amount in dispute, the date the issue started, a description of what happened, and whether you've already contacted the company.
• Documents you upload: bills, screenshots, correspondence, or any other files you attach to support your case. These are stored securely and accessed only by Clawback staff working on your file.
• Communication records: emails or other communications between you and Clawback during the course of your case.

We do not collect payment card information. If payment becomes necessary, it will be processed through a separate, secure payment channel.

2.How We Use Your Data

We use your information solely to advocate on your behalf. Specifically:

• To assess whether your case qualifies for our service.
• To draft and file complaints with regulatory bodies (CCTS, OBSI, and applicable provincial regulators) on your behalf.
• To communicate with you about your case status and next steps.
• To maintain records of case outcomes for internal quality review.

We do not use your data for marketing, profiling, or any purpose unrelated to your case.

3.We Don't Sell or Share Your Data

Your information is not sold, rented, or traded to any third party — ever.

We share your information only in the following limited circumstances:

• With the regulatory body handling your complaint: Your complaint details are shared with the applicable regulatory body (such as CCTS, OBSI, or the relevant provincial body) as required to process your complaint. This is necessary to do the job.
• With the company you're disputing: As part of the complaint process, the regulatory body will typically share your complaint with the company involved. This is standard procedure and outside of our control once a complaint is filed.
• If required by law: We will disclose information if required by a valid legal order or government authority.

No other sharing occurs.

4.Where Your Data Is Stored

Your data is stored on a private, encrypted server located in Iceland — outside Canada, the United States, and the Five Eyes intelligence-sharing network. We do not use US or Canadian cloud infrastructure, third-party analytics platforms, or advertising services. Iceland has strong data protection laws under GDPR-equivalent standards. While your data is not stored in Canada, it is handled in compliance with PIPEDA principles and used solely to advocate on your behalf.

5.How Long We Keep It

We retain your case data for 2 years after your case closes — whether it was accepted, resolved, declined, or cancelled. After that period, your data is permanently deleted from our systems.

If you want your data deleted earlier, contact us at cases@billfighter.org and we will process your request within 30 days, except where we are required by law to retain certain records.

6.Your Rights

Under Canadian privacy law (PIPEDA), you have the right to:

• Access the personal information we hold about you.
• Request correction of inaccurate information.
• Request deletion of your data (subject to legal retention requirements).
• Withdraw consent for us to use your data (which will result in your case being closed).

To exercise any of these rights, email cases@billfighter.org.

7.Security

We take reasonable technical measures to protect your data from unauthorized access. Your data is stored on a private server with restricted access. We do not expose case files or personal information to the public internet.

No system is completely secure. If you have concerns about the sensitivity of information you're sharing, contact us before submitting.

8.Changes to This Policy

If we make material changes to this Privacy Policy, we'll update the effective date at the top of this page. We encourage you to review it periodically.

9.Contact Us

Privacy questions or requests: cases@billfighter.org