Introduction (Effective January 29, 2021)
Chargerback, Inc. ("Chargerback" or the "Company") is committed to protecting the privacy of individuals who visit the Company's web site and individuals who use the Services as defined below ("Customers"). This Privacy Policy describes Chargerback's privacy practices in relation to the use of the Company's web sites and the related applications and services offered by Chargerback (collectively, the "Services").
Our principle guidelines are simple. We will be clear about the data we collect and why. We do not and will not sell your data to third parties. The prime purpose of collecting your data is to assist you in recovering lost items. Whether we are matching submitted lost item reports to found items at Chargerback partner properties, updating you on the status of our search for your reported lost items, or facilitating a quick return of a found item, our aim is for you to recover lost items as effortlessly as possible.
This Privacy Policy (the ‘Policy’) explains the personal information we collect from you, either directly or indirectly, and how we use it. As used in this Policy, “Personal Information” has the meaning provided in the EU General Data Protection Regulation of 2018 (the “GDPR”), and includes any information which, either alone or when combined with other information we hold, identifies an individual, such as name, mailing address, email address, IP address, and telephone number. For legal residents of California, who are covered by the California Consumer Privacy Act (“CCPA”), Personal Information includes any additional elements defined as such by the CCPA. By contrast, “Anonymous Data” means any data that, alone or combined with other information available to us or a third party, does not permit identification of an individual. We collect both Personal Information and Anonymous Data as described below. This Policy also covers the choices you can make about the data we collect, and how you can control these decisions. Please read this Policy carefully to understand how Chargerback may collect, use, and share your personal information. The terms 'we', 'us', or ‘Chargerback’ are each intended as reference to Chargerback, Inc.
Change
We will update this Privacy Policy when necessary to reflect legal changes, customer feedback, and changes in our Services. When we post changes to this Policy, we will revise the “effective” date at the top of the Policy and may describe the changes in a change history. If there are material changes to the Policy or in how Chargerback will use your personal information, we may notify you either by prominently posting a notice of such changes before they take effect or by directly sending you a notification. We encourage you to periodically review this Policy to learn how Chargerback is protecting your information. Your continued use of our Site following the posting of changes constitutes your acceptance of such changes.
IMPORTANT INFORMATION (EU AND CALIFORNIA USERS)
To manage your privacy options please click here.
EU Users
Who We Are
For the purpose of the GDPR, and depending on the specific Personal Information of interest, the data controller of your specific Personal Information of interest is either the Chargerback Partner with whom your data was entered and stored, or Chargerback, Inc. of 3352 Goni Rd. #163, Carson City, NV 89706. You may contact our data protection officer at support@chargerback.com.
California Users
Sale of Personal Data
You may opt out of all sales of your Personal Information. We never exchange Personal Information for money or any other consideration (e.g., trade it for free services). However, the CCPA’s definition of “sale” is very broad, and may include situations where, for example, browsing data is sent to a third party. We, along with millions of other sites, use these services. We limit the information sent to what is needed to properly fulfill our contractual obligations.
The Types of Personal Information We Collect
Information you provide to us
We collect information from you directly that you , such as your name, phone number and email address; for instance, when you want to submit a lost item report or when you contact our Customer Care department for assistance with your lost item search.
Information we collect automatically
We automatically collect information about you, such as data about your use of Chargerback Service. We may, for example, collect information about the type of device you use to access our websites, the operating system and version, your IP address, your general geographic location as indicated by your IP address, your browser type, the webpages you view on our websites, and whether and how you interact with content available on our websites.
Information obtained from other sources
We may receive information about you from other sources, including third parties, such as Chargerback partners and partners with whom we offer co-branded services or engage in joint marketing activities. We may also receive information about you from Chargerback partner websites, for instance, when you interact with us on those sites. We protect data obtained from third parties according to the practices described in this Policy and we also apply any additional restrictions imposed by the source of data.
Information of children
Chargerback does not target and is not intended to attract children under sixteen. Although visitors of all ages may navigate through our websites or use our app, we do not knowingly collect or request personal information from those under the age of sixteen without parental consent. If, following a notification by a parent or guardian or discovery by other means, a child under sixteen has improperly accessed or used our Services by using false information, we will delete the child's personal information from our records.
Customer Interactions with Chargerback
To make the information in this Policy easy to understand, we have highlighted different occasions when Chargerback could potentially collect personal information from Customers. The Customer interactions with Chargerback are broken down into the following segments:
Learning about Chargerback
As you gather more information about Chargerback, you may virtually physically visit or interact with a site that we own or operate. Examples include browsing our website, calling our in-house sales representatives, or attending Chargerback-sponsored events. To learn more about Chargerback Services, you may voluntarily provide personal information, such as your name and email address during these interactions. We may also collect information about you online when you visit our websites.
We collect: name, email address, and IP address.
Why: We use this information to share news about events, products, and services offered by Chargerback. Additionally, the IP address helps us to understand geographic information about our websites’ visitors better so that we can improve our websites for everyone. It is our legitimate interest to process your personal data for these purposes.
Reporting a Lost Item
When you submit a lost item report, we require certain information to process your request. You may voluntarily provide personal information such as your first name, last name, and street address.
We collect: first name, last name, street address, city, state, postal code, country, phone number, and email address.
Why: We use this information to attempt to locate your lost item, to maintain a lost item search status during the search and recovery process, to communicate with you during the search and recovery process, to verify your identity as part of maintaining the integrity of the system, and to ship matched items to your location. Processing your personal data for these purposes is necessary for the performance of the agreement we have with you.
Adding to a Lost Item Report
Chargerback or a Chargerback partner may ask you to provide additional information relating to your lost item or your visit at a Chargerback partner property as part of the lost item search and recovery process.
We collect: last known lost item location, guest room, check-in date, check-out date, visit date, and lost item details.
Why: We use this information to help us in matching found items with your lost item report, or for purposes of verifying candidate matches.
Making a Shipping Payment
Once a lost item match is made and verified, and you have decided to have the item returned via a shipping service, we offer a way for Customers to pay for and initiate shipping directly through the Chargerback Service. When doing so, you will be asked to provide information so that we can complete your shipment.
We collect: your name, phone number (optional), email address, delivery/shipping address, and payment information (like your bank account or credit card information).
Why: We use this information to complete your transaction, follow up with you about your shipment, help with any delivery issues, and other issues related to the shipping of your item. Processing your personal data for this purpose is necessary for the performance of the agreement we have with you. Please note, we do not store any payment or credit card information. We only use payment information in order to facilitate the processing of shipping payments via a PCI-compliant third party payment service.
Getting Help from Chargerback and Chargerback Partners
From time to time, you may decide to contact our customer care department for assistance with the search and recovery process. To be able to offer you the best service possible, we may collect certain data from you.
We collect: This may include contact information, such as your name, email address, phone number, and the content of your chats and other communications with Chargerback customer care or Chargerback partners.
Why: We collect this information to give you the best and most efficient customer support possible. For instance, for Customer inquiries and technical questions, we use contact information to respond to the Customer in their preferred channel (e.g., phone or email). For shipping issues, we use contact information to ensure successful recovered item receipt and/or delivery. Processing your personal data for this purpose is necessary for the performance of the agreement we have with you.
How We Use Personal Information
Chargerback uses the data we collect to provide you with the Services we offer, which includes using data to improve your experiences. We also use the data to communicate with you, for example, informing you about your item search and recovery status, new Services available, security, and other types of updates.
Chargerback uses the data for the following purposes:
Providing our Product Experience
We use data to provide, operate, support and improve the Services we offer to ensure our Customers can report and recover lost items as effortlessly as possible. This processing is necessary for the performance of our agreement we have with you.
Customer Support
We use data to respond to Customer inquiries, diagnose problems using the Services, address shipping issues, and provide other Customer Care and support services. This processing is necessary for the performance of our agreement we have with you, as well as to serve our legitimate interest.
Service Improvement
We continually use data for research purposes and to develop and improve the Services, including maintaining and improving the performance of our Services, developing and adding new features or capabilities, such as using verification to improve security, and using usage data to determine what new features to prioritize. This processing is necessary to serve our legitimate interest.
Security, Safety and Dispute Resolution
We use data to protect the security and safety of the Services and our Customers, to detect and prevent fraud, to resolve disputes and enforce our agreements. This processing is necessary to serve our legitimate interest.
Business Operations
We use data to develop aggregate analysis and business intelligence that enable us to operate, protect, make informed decisions, and report on the performance of our business. This processing is necessary to serve our legitimate interest.
Communication and Marketing
We use the data we collect to deliver and personalize our communications with you. For example, we may contact you by email or other means of electronic communication to inform you about new Chargerback Services, to update you on a support issue or to invite you to take part in a survey. This processing is necessary to serve our legitimate interest.
We do not use cookies or similar tracking such as pixels, tags, web beacons, or other identifiers.
How We May Share Personal Information
Chargerback does not and will not sell personal information about our Customers. We only disclose your data as described in this Policy. We may share information with the following types of third parties.
Third Party Vendors
Chargerback uses two types of third-party vendors to carry out shipping services. These include shipping providers and credit card processors. We only share your personal data as necessary, such as to complete a transaction or to provide a Service you have requested or authorized and only with vendors or agents working on our behalf for the purposes described in this Policy. In this case, your personal information will be shared with these agents or contractors but only for the purpose of performing services on behalf and under instructions of Chargerback and in accordance with this Policy. It is our legitimate interest to share information with these parties for these purposes. For questions about third-party vendors, please send an email to support@chargerback.com.
Chargerback Partners
We share information with Chargerback Partners as part of the search and recovery process. Chargerback neither controls the location or custody of lost items. These are controlled by the Chargerback Partner, making it necessary for Chargerback to share personal information with them as part of the matching, verification, and shipping processes. Sharing information with Chargerback Partners for this purpose is necessary for the performance of our agreement we have with you.
Compelled Disclosure
When legally required, strictly necessary for the performance of the services or to protect our rights, or the rights of our affiliates or users, we disclose your personal information to law enforcement authorities, investigative organizations, our affiliates or in legal proceedings.
Sale or Merger
We may share your personal information in the event of a merger, acquisition, or sale of all or a portion of our assets. We will also share information with that company, including at the negotiation stage.
The Legal Bases for Using Personal Information
There are different legal bases that we rely on to use your personal information, namely:
Performance of a contract
The use of your personal information may be necessary to perform the agreement you have with us. For example, to process your submission of a lost item report, to search for matching items found and Chargerback partner locations, or to initiate shipment of a found item to a location designated by you, to help with delivery issues, and to respond to your requests.
Legitimate interests
We may use your personal information for our legitimate interests. For example, we rely on our legitimate interest to analyze and improve Chargerback Services, to send you notifications about Chargerback Services, or to use your personal information for administrative, fraud detection or legal purposes.
Where we process your personal information based on our legitimate interest and no opt-out mechanism is available to you on our website, you may exercise your right to object by sending an email to support@chargerback.com.
Security, Storage and Retention of Personal Information We Collect
Security
Chargerback is committed to protecting the security of your personal information. However, while we take reasonable precautions to guard the personal information we collect, no security system is impenetrable.
We use a variety of appropriate technical and organizational measures and industry standards to protect your personal information and help prevent information about you from loss, theft, misuse and unauthorized access, disclosure, alteration and destruction. For example, we store the personal data you provide on computer systems that have limited access and are in controlled facilities. We ensure that our data center has adequate security measures. Additionally, your data is protected with encryption, such as Transport Layer Security (TLS), during transmission over the Internet. Moreover, your password is stored using one-way hash, which means that it cannot be recovered (or disclosed) by anyone, including Chargerback (it can only be reset).
You can only access your lost report information and our Service through the use of an individual user login and password. To protect the confidentiality of your personal information, you must keep your password confidential and not disclose it to any other person. Please alert us immediately if you believe your password has been misused. Additionally, always log out and close your browser when you finish reviewing or updating your lost report. Please note, we will never ask you to disclose your password.
If you have any questions about the security of your personal information, you can contact us at support@chargerback.com.
Storage
Personal data collected by Chargerback may be stored and processed in your region, in the United States (for instance in our data centers), or in any other country where Chargerback or Chargerback partners are located or maintain facilities. Chargerback has put in place adequate mechanisms to protect personal information when it is transferred internationally, for example by using the Standard Contractual Clauses as approved by the European Commission.
Retention
Chargerback will retain your personal information for as long as we deem it necessary to enable you to use the website and your Chargerback Services, to provide services to you, to comply with applicable laws (including those regarding document retention), resolve disputes with any parties and otherwise as necessary to allow us to conduct our business. All personal information we retain will be subject to this Privacy Policy and our internal retention guidelines. If you have a question about a specific retention period for certain types of personal information we process about you, please send an email to support@chargerback.com.
Your Rights and Choices
Your Rights
We want you to be in control of how your personal information is used by us. Subject to local law, you can do this in the following ways:
• you can ask us for a copy of the personal information we hold about you;
• you can inform us of any changes to your personal information, or if you want us to correct any of the personal information we hold about you;
• in certain situations, you can ask us to erase, block or restrict the personal information we hold about you, or object to particular ways in which we are using your personal information; and
• in certain situations, you can also ask us to send the personal information you have given us to a third party.
Where we are using your personal information on the basis of your consent, you are entitled to withdraw that consent at any time. Moreover, where we process your personal information based on legitimate interest or the public interest, you have the right to object at any time to that use of your personal information.
We rely on you to ensure that your personal information is complete, accurate and current. Please inform us promptly of any changes to, or inaccuracies of, your personal information by contacting support@chargerback.com.
We will respond to your request as soon as possible but certainly within 30 days.
We are committed to working with you to obtain a fair resolution of any complaint or concern you may have about our use of your personal information. If, however, you believe that we have not been able to assist with your complaint or concern, you may have the right to lodge a complaint with the data protection authority in your country (if one exists in your country) or supervisory authority.
Rights for EU and California Users Only
The GDPR and CCPA grant EU and California residents certain rights regarding their Personal Information, including the right to access and modify Personal Information held by providers (like us), and to have providers “forget” Personal Information that is no longer relevant. You may always contact us for assistance in exercising these rights. Please include information about which rights you are seeking to exercise if you contact us. We may need to verify your identity before fulfilling your request. It should not need to be said, but we will never provide worse services to, or in any way punish anyone who chooses to exercise these rights.
You have the following rights with respect to your Personal Information that we process. Except where indicated, these rights apply equally to EU and California users:
If you wish to exercise any of these rights, please contact us at support@chargerback.com, or write us at the address below. In your request, please make clear: (i) what Personal Information is concerned; and (ii) which of the above rights you would like to enforce. For your protection, we may only fulfil requests with respect to the Personal Information associated with the email address you send your request from, and we will need to verify your identity before doing so (which is typically done by having you make the request from within the Services). We will comply with your request promptly, but in any event within thirty (30) days of your request (forty-five (45) days for requests under the CCPA). We may need to retain certain information for recordkeeping purposes or to complete transactions that you began prior to requesting such change or deletion. We will not discriminate against you for exercising any of your CCPA rights. Unless permitted by the CCPA, we will not:
Your Choices
Lost Item Report
If you wish to access, edit or remove lost report information, change your password, close your lost item report, or request deletion of your personal data, you can do it by sending an email to support@chargerback.com. We will respond to any request to access or delete your personal data as soon as possible but certainly within 30 days.
Your Communication, Marketing and Advertising Preferences
You can opt out of receiving direct marketing communications from Chargerback by following the instructions included in every email sent to you via the “Unsubscribe” tab. We respect your choice, and we will stop sending you promotional emails once you unsubscribe.
Please note we will continue to communicate with you regarding changes to terms and conditions, policy updates, Chargerback Service updates, routine customer service messages such as information about current or past reports, shipping activity, service interruptions, data breaches, or other significant information about a lost item report.
How to Contact Us
If you have any questions about the use of your personal information, please send an email to support@chargerback.com.
When accessing Chargerback services via www.chargerback.com, Chargerback, Inc. is a data controller for personal data we collect subject to this Privacy Policy.
When accessing Chargerback services via a Chargerback Partner website or partner service interface, the Chargerback Partner may be a data controller subject to different privacy policies. You can contact the Chargerback Partner or Chargerback directly for more information.
Our address is 3352 Goni Road, Suite 161, Carson City, NV 89706, USA.
FAQ
The following are basic questions you may have about our Privacy Policy. We encourage you to read the detailed statement above for additional details.
Why is Chargerback updating its Privacy Policy?
We now meet the high standards required by the both the European Union's General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA). We have updated our Privacy Policy to reflect that. We also continue to simplify language and remove jargon, to make our Privacy Policy easier to understand and read.
What is the GDPR?
The GDPR is a regulation intended to strengthen and unify data protection for everyone within the European Union (EU). And because we believe that all our customers can benefit from its mandates, we're implementing it globally. The GDPR requires greater openness and transparency from companies on how they collect, store and use personal data, while also imposing tighter limits on the use of personal data. You can learn more here.
What is the CCPA?
On June 28, 2018, Governor Brown signed Assembly Bill 375, now known as the California Consumer Privacy Act of 2018, which grants consumers new rights with respect to the collection of their personal information. The California Attorney General’s Office will be promulgating regulations and soliciting broad public participation to further the purposes of the CCPA. The regulations aim to establish procedures to facilitate consumers’ rights under the CCPA and provide guidance to businesses for how to comply. You can learn more here.
How often do you anticipate updating your Privacy Policy?
We will update our Privacy Policy as necessary to ensure that our policies are in line with international regulations, our product and business practices.
What information does Chargerback collect about me?
Chargerback collects your first name, last name, street address, city, state, postal code, country, phone number, email address, last known lost item location, guest room, check-in date, check-out date, visit date, lost item details, delivery/shipping address, payment information, and the content of your chats and other communications with Chargerback customer care or Chargerback partners.
Why does Chargerback need my information?
Chargerback uses the data we collect to provide you the best experience within the services we offer, which includes using data to improve your experiences. We also use the data to communicate with you, for example, informing you about your lost item report status, new services available, security, and other types of updates.
How is my information used?
Chargerback uses the data we collect for the following purposes:
• Service Improvement
• Future Service Development
• Customer Support
• Security, Safety, and Dispute Resolution
• Business Operations
• Communications and Marketing
How does collecting my information help Chargerback improve its services?
We use the information to make sure that we are efficiently expediting the locating and return of your lost items. We also collect service error information, so we can make improvements to eliminate potential bugs and problems. And finally, understanding how and when our customers collectively use our service helps us design new ways to improve the lost item search and recovery process.
Does Chargerback sell information to third parties?
No. We never have.
Can I opt out of sharing my information to Chargerback?
Yes, you can opt out of submitting certain types of personal information to Chargerback, but because Chargerback only collects data related to lost item identification, matching, verification, and return processes, the decision not to submit this information may impact Chargerback’s ability to provide efficient and effective services.
How do I delete my personal data from Chargerback and what are the consequences?
You can always send us an email to support@chargerback.com or contact our Customer Care team and request that your data be deleted. Please note, however, that by deleting your personal data, in-process lost item reports will be closed, and we will be unable to provide further search, recovery, or support for the associated items.
Does Chargerback keep or share my credit card information?
We do not keep your credit card information. It’s only used to process your payment at the time of purchase. It is shared with a PCI-compliant credit card processor, but only for processing a single transaction.
What information gets shared with Chargerback Partners?
We work closely with Chargerback partner controlling the locations where items are lost, and where they are acting as the custodian of lost items. We will share personal information and other information associated with a lost item report in an effort to work with them to identify and match a found item with the reported lost item, and to expedite the return of your item.
How long does Chargerback keep my information?
Chargerback retains personal data for as long as necessary to provide the services, and fulfill the transactions you have requested, or for other essential purposes such as complying with our legal obligations, resolving disputes and enforcing our agreements. Because these needs can vary for different data types in the context of different services, actual retention periods can vary significantly.
How is information stored and secured on Chargerback’s servers?
Chargerback is committed to protecting the security of your personal data. We use a variety of security technologies and procedures to help protect your personal data from unauthorized access, use or disclosure. For example, we store the personal data you provide on computer systems that have limited access and are in controlled facilities. Any data we transmit over the internet is protected using encryption.
Is Chargerback using cookies or pixels to gather information?
No. We do not use cookies or similar tracking such as pixels, tags, web beacons, or other identifiers.
Does Chargerback use interest-based advertising?
No. We do not deliver internet-based advertising.
What safeguards are in place for children who have access to Chargerback services?
Chargerback does not target and is not intended to attract children. Chargerback does not knowingly solicit personal information from children or send them requests for personal information. Although visitors of all ages may navigate through our website, we do not intentionally collect personal information from persons under the age of sixteen. If following a notification by a parent or guardian, or discovery by other means, that a child under sixteen has improperly accessed or used the site, we will close the associated lost item report and delete the child's personal information from our records.
How can I contact Chargerback if I have questions regarding Chargerback’s Privacy Policy?
If you have any questions about the use of your personal information, please send us an email to support@chargerback.com.