Privacy Policy

Last updated: 24 September 2025

Controller: Hilldan Services Limited (trading as "Resolvio")

Company No. 16315078 · VAT: 497250657

Registered office: 125 Ashfield Avenue, Bushey, WD23 4LJ, England

Email: help@getresolvio.com · Tel: +44 7458 107712

This Privacy Policy explains how we collect, use, share, and protect your personal data when you visit get-resolvio.com (the "Site") or use our services. It applies to users in the UK and EEA. Where we say "we", "us", or "Resolvio", we mean Hilldan Services Limited.

Using the Site and services means you acknowledge this Policy. For cookies and similar technologies, please see our Cookie Policy.

1. 1) Who we are and our role

   We are the data controller for personal data processed through the Site and when delivering our dispute-assistance membership service.

   We are not a law firm and do not provide regulated legal representation. Where a case needs a lawyer, we introduce independent firms—any engagement with them is between you and that firm.

2. 2) Data we collect

   2.1 Data you provide

   • Identity & contact: name, email, phone, postal address, country.
   • Account data: password (hashed), login identifiers, preferences.
   • Case data (uploads): proof of purchase, receipts/invoices, order confirmations, correspondence with merchants/carriers, photos, tracking, return proofs, timeline notes.
   • Support & comms: messages via email/chat/phone; satisfaction surveys; marketing preferences.
   • Billing data: plan, invoices, payment status, last-4 and card brand via our payment provider (we do not store full card details).

   2.2 Data collected automatically

   • Technical/usage: IP address, device identifiers, browser type, operating system, pages viewed, referral URL, timestamps, approximate location, event logs.
   • Cookies/SDKs: as described in our Cookie Policy (e.g., essential cookies, analytics—only with consent where required).

   2.3 Data from third parties

   • Payment and billing processors;
   • Email/service desk providers;
   • Analytics/anti-fraud and security tooling;
   • Independent legal partners engaged with your consent.

3. 3) Why we use your data (legal bases)

   Purpose	Examples	Legal basis (UK GDPR)
   Provide the service	Create/manage account, process claims, communicate, upload/review evidence, case updates	Contract (Art. 6(1)(b))
   Customer support	Helpdesk/chat/email, troubleshooting	Contract; Legitimate interests (service quality)
   Payments & billing	Process charges, issue invoices, prevent fraud	Contract; Legal obligation (tax)
   Communications	Transactional emails, service notices, changes to terms	Contract; Legitimate interests
   Marketing (optional)	News, tips, offers	Consent (opt-in); you can withdraw anytime
   Analytics & improvement	Measure usage, improve UX/security	Consent (for non-essential cookies); Legitimate interests (security)
   Legal & compliance	Enforce terms, protect rights, respond to lawful requests	Legal obligation; Legitimate interests

   We do not make decisions producing legal or similarly significant effects solely by automated means.

4. 4) Sharing your data

   We share data only with trusted processors under contract and on a need-to-know basis:

   • Hosting & infrastructure (cloud providers, backups, CDN);
   • Payments & billing (e.g., acquiring gateway, tax tools);
   • Comms & support (email service, ticketing, chat);
   • Analytics & security (fraud detection, error monitoring—only where compliant with consent rules);
   • Professional advisers (accountants, auditors, counsel);
   • Authorities where required by law.

   We do not sell your personal data.

5. 5) International transfers

   Your data may be processed outside the UK/EEA (e.g., in the US). Where this occurs, we use lawful safeguards such as:

   • UK IDTA / UK Addendum to EU SCCs;
   • Adequacy regulations/decisions;
   • Additional technical/organisational measures (encryption in transit/at rest, access controls).

   You can request a copy of the relevant transfer mechanisms (commercially redacted).

6. 6) Retention

   We keep data only as long as necessary for the purposes above, then delete or anonymise:

   • Account & case files: while your membership is active and typically up to 6 years after closure (UK limitation periods/evidence).
   • Billing & tax records: 6–7 years from the end of the financial year.
   • Support tickets: up to 24 months after closure.
   • Analytics data: as set in our Cookie Policy (commonly ≤26 months).
   • Marketing consents: until you withdraw consent or your account is deleted.

   Specific retention may vary to meet legal obligations or defend legal claims.

7. 7) Security

   We implement appropriate technical and organisational measures: encryption in transit/at rest, least-privilege access, MFA for admin systems, network segmentation, vulnerability management, and staff confidentiality/training. No system is perfectly secure; please keep your password secret and use unique credentials.

8. 8) Your rights

   Subject to conditions and exceptions in the UK GDPR/EEA GDPR, you have the right to:

   • Access your data;
   • Rectify inaccurate data;
   • Erase data ("right to be forgotten");
   • Restrict processing;
   • Portability (receive your data in a structured, commonly used format);
   • Object to processing based on legitimate interests or to direct marketing;
   • Withdraw consent at any time (for marketing/cookies where consent is the basis).

   To exercise rights: email help@getresolvio.com. We may need to verify your identity. We aim to respond within one month (extendable in complex cases).

   You can also complain to the ICO (Information Commissioner's Office):

   Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF · ico.org.uk · Tel: 0303 123 1113.

   We'd appreciate the chance to address your concerns first.

9. 9) Children

   Our services are for adults (18+) and are not directed to children. We do not knowingly collect data from anyone under 18. If you believe a minor provided data, contact us to remove it.

10. 10) Third-party links

    Our Site may link to third-party sites/services with their own privacy policies. We are not responsible for their practices. Please review their policies before sharing data.

11. 11) Changes to this Policy

    We may update this Policy from time to time. We will post the new version with an updated "Last updated" date and, when appropriate, notify you by email or in-app notice.

12. 12) Contact us (privacy)

    Hilldan Services Limited

    125 Ashfield Avenue, Bushey, WD23 4LJ, England

    help@getresolvio.com · +44 7458 107712