Privacy Policy

1. What Information We Collect

When you use Claim Done, we may collect:

• Account information: Name, email address, and password when you register
• Claim information: Details about your dispute — parties involved, amounts, dates, and your description of events
• Uploaded documents: Files you upload as evidence (invoices, contracts, photos, emails, etc.)
• Payment information: Payment is processed by Stripe. We do not store your card details — only a transaction reference
• Usage data: IP address, browser type, pages visited, and time spent — for platform improvement and security
• Communications: Emails and messages you send to our support team
• Chat and search messages: What you type or choose in our chat, question form and problem search, including text you type but leave without sending, kept for up to 180 days so we can support you and find and fix problems with the service
• Electronic-signing evidence: If you are invited to use Claim Done Sign, we record your signed name or drawn signature, email address, the authoritative Claim Done server time, the time and timezone reported by your device, the public network IP observed by our server, browser and basic device characteristics, your express consent confirmations, the exact document hash and the signing audit events

2. How We Use Your Information

We use your information to:

• Generate the legal documents you have requested
• Deliver documents to the third party you have identified
• Manage your account and case dashboard
• Provide customer support
• Improve our AI models and platform (using de-identified or aggregated data only)
• Comply with our legal obligations
• Send you transactional emails (case updates, delivery confirmations)
• Create, verify and deliver electronically signed documents and their evidence certificates

We will never use your information to send unsolicited marketing without your consent.

3. How We Share Your Information

We do not sell your personal information. We share it only as follows:

• The respondent in your case: We send your generated document to the third party you have identified — this is the core function of our service and you consent to this when you submit your claim
• AI processing: Our document engine sends your case information and uploaded documents to our AI drafting provider to generate your documents. That provider may process them outside Australia, including in the United States (see below), and does not use them to train its models
• Payment processing (Stripe): Payment information is handled by Stripe under their privacy policy
• Service providers and overseas processing: We use service providers to run Claim Done: an AI drafting provider that processes your case information and uploaded documents to prepare your documents, Stripe for payments, and an email provider that sends our emails and delivers your documents. These providers may store or process your personal information outside Australia, including in the United States
• Secure Document Vault: Your documents and uploaded evidence are stored in our Secure Document Vault, hosted on Australian infrastructure with 256-bit encryption and restricted access controls
• Legal obligation: We may disclose information if required by law, court order, or regulatory authority

4. Data Security

All data transmitted to and from Claim Done is encrypted with 256-bit TLS/SSL. Uploaded files are stored with restricted access on Australian servers. We conduct regular security reviews and limit staff access to personal information on a need-to-know basis.

Claim Done Sign stores private access tokens only as cryptographic hashes, freezes each document before invitations are sent, and links signing events in a tamper-evident hash chain. Signed PDFs and signature images are stored in the private document vault and are not exposed as public website files.

5. Data Retention

We retain your case data for up to 7 years from the date of your last transaction, to comply with Australian tax and record-keeping requirements. You may request deletion of your account and associated data at any time, subject to our legal retention obligations.

6. Your Rights

Under the Privacy Act 1988, you have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate information
• Request deletion of your data (subject to legal retention requirements)
• Complain about how we have handled your information

To exercise these rights, email privacy@claimdone.com.au. We will respond within 30 days.

7. Cookies

We use essential cookies to maintain your session and security, to remember a partner referral link you arrived through, and to record which version of a page you saw when we test changes.

We also use measurement and advertising tools from other companies: the Google tag and Google Ads conversion tag, the Meta Pixel, and Microsoft Clarity. They use cookies and similar technologies to record the pages you visit and how you use them (Clarity records clicks, scrolling, mouse movement and replays of how pages are used, so we can fix problems; the questions and answers in our chat and form are masked, so Clarity does not record what you type or the answers shown), and to tell Google and Meta when a visit leads to a started or paid order, so we can measure and improve our advertising. They are told the type of document only for everyday documents; for documents about health, disability, aged care, discrimination, workers compensation, Centrelink, children and family, bullying or harassment, a criminal matter or a deceased estate, they are told only that a document was started or paid, and no page view is sent to Google, Meta or Microsoft Ads from those documents' service and chat pages. These companies may process this information outside Australia.

You can block or delete cookies in your browser settings, though essential cookies are needed for the platform to work. You can limit ad personalisation in your Google and Meta account settings.

8. Complaints

If you believe we have breached your privacy rights, please contact us first at privacy@claimdone.com.au. If we cannot resolve your complaint, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

9. Changes to This Policy

We may update this policy from time to time. We will notify registered users of material changes by email. Continued use of the Platform after any update constitutes acceptance of the revised policy.

10. Contact

Privacy Officer: Claim Done
Email: privacy@claimdone.com.au
Or use our contact form.