Privacy Policy

1. Introduction

Handled ("Handled," "we," "us," or "our") operates the website and services available at handled.info and related domains (collectively, the "Service"). This Privacy Policy describes how we collect, use, disclose, store, and protect personal information when you use the Service. By using the Service, you agree to this policy. If you do not agree, please do not use the Service.

2. Information we collect

We may collect the following categories of information:

• Identifiers and contact data: name, email address, phone number, time zone, and similar contact details you provide when you submit a case, create an account, or communicate with us.
• Account and authentication data: information managed by our authentication provider (for example, Clerk), such as account identifiers and sign-in metadata, as described in their documentation and policies.
• Case and transaction information: descriptions of your issue, company or merchant names, order or confirmation numbers, amounts, categories, availability for verification, prior contact with the company, and other details you choose to submit to help us represent your request.
• Uploaded content: files you attach (for example, screenshots or PDFs), subject to our terms and any limits stated in the Service.
• Payment data: subscription and billing information is processed by our payment processor (for example, Stripe). We do not store full payment card numbers on our servers.
• Generated and service data: AI-assisted case preparation outputs, internal notes, status of your request, and communications we send or receive in connection with the Service.
• Device and usage data: IP address, browser type, device type, general location derived from IP, pages viewed, referring URLs, and similar data collected via cookies, pixels, and analytics tools.

3. Sources of information

We obtain personal information from:

• You, when you submit forms, create an account, subscribe, or contact us.
• Automatically, when you visit or use the Service (cookies, logs, analytics).
• Service providers and partners who assist in operating the Service, as described below.

4. How we use information

We use personal information to:

• Provide, operate, and improve the Service, including case intake, preparation, and optional team-led outreach where offered.
• Authenticate users, manage accounts, and process subscriptions.
• Communicate with you about your case, the Service, security, and policy changes.
• Use vendors and subprocessors (for example, cloud hosting, email, AI, analytics, and payments) to run the Service.
• Detect, prevent, and address fraud, abuse, security issues, and technical problems.
• Comply with law, enforce our terms, and defend legal claims.
• Measure usage and effectiveness of marketing and product experiences, where permitted.

Legal bases (EEA, UK, and similar jurisdictions): where required, we rely on performance of a contract, legitimate interests (such as securing and improving the Service, fraud prevention, and analytics that do not override your rights), consent where applicable (for example certain cookies or marketing), and legal obligation.

5. AI and automated processing

We may use artificial intelligence and machine learning tools to help prepare materials related to your case (for example, summaries or research aids). Outputs are assistive and may be inaccurate; they are not legal, financial, or professional advice. You should review important information before relying on it. We do not use solely automated processing that produces legal or similarly significant effects about you without human involvement where such practices are restricted by law.

6. Cookies and similar technologies

We use cookies, pixels, local storage, and similar technologies for essential operation, preferences, analytics, and (where applicable) advertising measurement. You can control cookies through your browser settings; disabling some cookies may limit certain features.

Third-party tools on the Service may set their own cookies or identifiers (for example, analytics or ad partners). Their use is governed by their respective policies.

7. Disclosure of information

We do not sell your personal information as that term is defined under applicable U.S. state privacy laws. We may disclose information as follows:

• Service providers: vendors that process data on our behalf, such as hosting, database, authentication (Clerk), payments (Stripe), email delivery (for example, SendGrid), AI and research providers, customer support tools, and analytics (for example, product analytics or advertising pixels where used).
• With companies you ask us to contact: when you authorize us to act on your behalf, we may share the minimum information reasonably necessary to pursue your customer service request.
• Legal and safety: when required by law, legal process, or government request, or to protect rights, safety, and security.
• Business transfers: in connection with a merger, acquisition, financing, reorganization, or sale of assets, subject to appropriate safeguards.
• With your direction or consent.

8. Retention

We retain personal information for as long as needed to provide the Service, comply with law, resolve disputes, and enforce agreements. Retention periods vary by data type and context. When retention is no longer necessary, we delete or de-identify information where feasible.

9. Security

We implement technical and organizational measures designed to protect personal information. No method of transmission or storage is completely secure. We ask that you not submit passwords, full payment card numbers, government ID numbers, or other highly sensitive data unless we explicitly request it through a secure process.

10. Your privacy rights

Depending on where you live, you may have rights to access, correct, delete, or export certain personal information; to opt out of certain processing (including "sales," "sharing" for cross-context behavioral advertising, or targeted advertising where those terms apply under law); to limit use of sensitive information; and to appeal our decisions regarding your requests. You may also have the right not to receive discriminatory treatment for exercising privacy rights.

California residents: the California Consumer Privacy Act (CCPA), as amended by the CPRA, may grant you specific rights regarding personal information. We describe our practices in this policy. We do not sell personal information. You may submit requests using the contact information below.

Other U.S. states: residents of states with comprehensive privacy laws (for example, Colorado, Connecticut, Virginia, Utah, and others as enacted) may have similar rights. Submit a request using the contact below and we will respond in accordance with applicable law.

EEA, UK, and Switzerland: you may have rights under the GDPR or local equivalents, including to object to certain processing, to withdraw consent where processing is consent-based, and to lodge a complaint with a supervisory authority.

To exercise rights, email support@handled.com. We may need to verify your request. Authorized agents may submit requests where permitted by law, with appropriate documentation.

11. International transfers

We are based in the United States. If you access the Service from other countries, your information may be transferred to, stored in, and processed in the United States and other countries where we or our vendors operate. Where required, we use appropriate safeguards (such as standard contractual clauses) for international transfers.

12. Children

The Service is not directed to children under 16 (or the age required by your jurisdiction). We do not knowingly collect personal information from children. If you believe we have collected information from a child, contact us and we will take appropriate steps to delete it.

13. Third-party services

The Service may link to third-party websites or services. This policy does not apply to those third parties. Please review their privacy policies before providing information to them.

14. Changes to this policy

We may update this Privacy Policy from time to time. We will post the updated version on this page and revise the "Last updated" date. If changes are material, we will provide additional notice as required by law (for example, by email or a notice on the Service).

15. Contact us

For privacy questions or requests:

Email: support@handled.com

Handled is responsible for this policy with respect to personal information collected through the Service. Specific entity and mailing address may be provided upon request for legal or regulatory purposes.