Privacy notice

Updated 14 September 2026. Nova Vela OÜ is the data controller for TBD. Contact support@tbd.ie for privacy questions or requests. Our Terms of Service contain the full company and registered address details.

What we process and why

TBD processes the details you enter to prepare your complaint plan and draft. We use your contact details and correspondence to answer an enquiry and, if accepted, provide the manual help you request. This processing is necessary to take steps at your request or perform the agreed service. Relevant information about trader contacts and other people may come from your complaint; include only what is necessary.

Tool inputs are processed to produce eligibility results and complaint letters. If an Anthropic API key is configured, tool inputs may be sent to Claude for generation; otherwise the local deterministic generator is used.

If you ask us to review your complaint or contact a business, we may need your name, email, business details, a summary of what happened, key dates, descriptions of payment evidence, previous replies and the message you approve.

We will contact a business only after you approve the exact message, recipient, sender identity and information to share. During the beta, requests for this help may be handled by email.

Automatic checks on email enquiries

For new consumer complaint enquiries, AI may check your email text and small plain-text attachments for useful missing facts or documents. We normally use OpenAI through Codex for this daily check. Relevant complaint text is sent to OpenAI for processing and may be kept in our Codex conversation. If Codex is unavailable, AI on our own computer can carry out the check instead. If neither is available, your enquiry waits for a later check. It selects questions from a fixed checklist and may email you before Brian reviews the complaint. It does not decide your legal rights, accept your case or contact the business.

This first version does not automatically read PDFs, photos, other attachment formats or larger messages. Those requests, and unclear, sensitive or urgent matters, stay for manual review. Tell us in your first email if you prefer a person to check your request or do not want hosted AI processing. Reply if something we ask for was already supplied or is unavailable. Daily checking depends on our computer and processing services being available; it is not an immediate-response or emergency service. Do not wait for us if you have a deadline or safety concern.

We use this check to organise and respond to the enquiry you asked us to review. OpenAI is an additional service provider for Codex checks and may process information outside the European Economic Area. Its handling and retention depend on the service and account settings; see OpenAI's privacy information. Ask us if you need details before sending personal information. We do not send mailbox passwords, email routing headers or unnecessary attachments to the model.

Access to local processing records is restricted. We remove local analysis details after 30 days and retain minimal technical identifiers while the responder is installed to prevent duplicate replies. This local deletion does not delete Codex conversation records. Requests concerning those records can be made through our support address. The original emails, reply records and our retained Codex conversation records follow the email-retention policy below, subject to the provider's own retention. No complaint text, documents or personal information from this check is sent to website analytics.

Where information is kept

WebWorld provides the website and support-mail hosting. Brian reviews manual enquiries for the operator. Email necessarily passes through the sending and receiving mail providers. A trader receives only the information approved for that contact. We do not sell complaint data. Routine hosting logs may include IP addresses, request paths and technical errors, used for our legitimate interest in keeping the service secure and diagnosing faults.

Your saved complaint details are held in this browser. They are not an online account or backup. Downloading them does not send a request to us. Our server processes your answers to produce the checker result and draft, but we take on a complaint only after separately accepting your request. Avoid shared devices for private details. You can delete saved details from the complaint page or your browser settings.

Complaint details saved in your browser remain until you clear them. We keep email review and contact records for as long as needed to handle the complaint, follow up, resolve questions about your approval and meet business or legal record requirements. Our default is to delete or anonymise these records within 12 months of the last case activity, unless a longer period is required.

Do not enter bank details, card numbers, PPS numbers, medical information, passwords, or unnecessary sensitive personal data. Use descriptions of evidence rather than uploading or sending sensitive documents unless TBD specifically asks for them.

Optional analytics

We ask your permission before loading Google Analytics or our self-hosted Matomo analytics. You can reject analytics and use all the same tools. Use Analytics choices at the bottom of any page to change your choice. We remember that choice in this browser for up to six months. Withdrawing permission stops further analytics collection in this browser; it does not erase information already collected.

If you allow analytics, we count visits to public pages and actions such as starting the checker or generating a draft. These actions are not proof that you submitted a complaint, that we accepted it, or that it was resolved. We do not send your name, email, complaint text, evidence, business correspondence, saved complaint documents or private account pages to analytics. We remove query strings and fragments from page addresses and do not send referring page addresses.

Google Analytics uses browser identifiers and cookies and receives technical information about the request. We disable advertising signals and automatic form, search, download and link tracking. Google may process analytics information outside the European Economic Area under its applicable data-processing safeguards. See Google’s privacy information. Our Google Analytics user-level and event-level retention is set to two months; aggregate reports may remain longer.

Matomo is hosted with the existing portfolio service at mana.ie/stats. This site’s Matomo tracker does not set analytics cookies, but it still loads only after you allow analytics and processes request information such as your IP address and browser type. We do not use session recordings, heatmaps, advertising profiles or automatic form capture. Routine security logs described above are separate from these optional analytics tools.

Your choices and rights

You can ask for access, correction, deletion, restriction or a portable copy of your data where applicable, and object to processing based on legitimate interests. Where processing relies on consent, you can withdraw it without affecting earlier lawful processing. Contact the support address above; we may need proportionate identity checks. You may complain to the Irish Data Protection Commission at dataprotection.ie, Estonia’s Data Protection Inspectorate at aki.ee, or your local supervisory authority.

The tools suggest next steps and draft messages. They do not make binding decisions about your rights or automatically accept your complaint for personal help. We may be unable to help without the necessary details. Please wait for us to confirm what we need before sending sensitive attachments.