Privacy Policy — Kiwi Refunds

Kiwi Refunds ("we", "us", "our") respects your privacy and is committed to protecting your personal data. This Privacy Policy explains how we collect, use, disclose and safeguard information when you use our website and submit a complaint, refund request or lost luggage trace through our services.

1. Who we are

Kiwi Refunds is a customer support service that helps travellers resolve flight and accommodation complaints and recover eligible refunds. For any privacy questions you can contact us at kiwi.comcaretm@outlook.com or +44 7727 186952.

2. Information we collect

Contact details: name, email address, phone number.
Booking details: flight number, airline, dates, accommodation name, booking reference.
Complaint details: description of the issue, supporting information you choose to share.
Technical data: IP address, browser type, device information, and usage data collected via cookies and similar technologies.

3. How we use your information

To process your complaint or refund request and communicate with you about it.
To provide customer support via email, phone or WhatsApp.
To improve our website, services and user experience.
To comply with legal obligations and prevent fraud or abuse.

4. Legal basis for processing

We process your data on the basis of (a) your consent when you submit a form, (b) our legitimate interest in operating and improving our services, and (c) compliance with legal obligations, as required by the UK GDPR and EU GDPR.

5. How we share your information

We do not sell your personal data. We may share limited information with:

Trusted service providers who help us deliver our services (e.g. form processor Web3Forms, WhatsApp for messaging).
Airlines, accommodation providers or their agents where necessary to resolve your complaint.
Regulators or law enforcement where required by law.

6. Cookies, analytics and advertising

Our website uses Google Tag Manager, Google Analytics and Google Ads to measure traffic and the performance of our advertising campaigns. These services may set cookies to remember preferences, understand how you use the site, measure ad conversions, and — where you consent — build audiences for remarketing on Google properties and partner sites.

We operate Google Consent Mode v2: advertising and analytics storage are set to denied by default until you accept them via our cookie banner. If you accept, Google may process your data (including online identifiers and IP address) as an independent controller for ad measurement and personalisation, and as our processor for analytics. You can withdraw consent at any time by clearing cookies for this site or by using your browser's controls. For more information see Google's Ads policy and Privacy Policy, and our Cookie Policy.

7. Data retention

We keep your personal data only for as long as necessary to fulfil the purposes it was collected for, including legal, accounting or reporting requirements. Complaint records are typically retained for up to 24 months after the case is closed.

8. Your rights

Depending on your location, you have the right to:

Access the personal data we hold about you.
Request correction or deletion of your personal data.
Object to or restrict certain processing.
Withdraw consent at any time.
Lodge a complaint with a supervisory authority (in the UK, the Information Commissioner's Office).

To exercise any of these rights, email kiwi.comcaretm@outlook.com.

9. Security

We use appropriate technical and organisational measures to protect your personal data. However, no method of transmission over the internet is 100% secure and we cannot guarantee absolute security.

10. Children

Our services are not directed to children under 16 and we do not knowingly collect their data.

11. Changes to this policy

We may update this Privacy Policy from time to time. The latest version will always be available on this page with the updated effective date.

12. Contact us

Questions or requests about this Privacy Policy? Email kiwi.comcaretm@outlook.com or call +44 7727 186952.