Privacy Policy

    Last updated: 24 September 2026

    1. Data We Collect

    When you use our evaluation service, we collect: your name, email address, luggage details (brand, model, issue description, the airline or carrier you are claiming against, and any claim reference), and photographs you upload. If you answer one of our follow-up emails, we also store the rating and comments you give us and whether your claim succeeded.

    2. How We Use Your Data

    We use your data to provide the luggage damage assessment service: we review your submission, prepare your report, and send you the results by email. We also use it to contact you afterwards — once to ask what you thought of the service, and again later to ask whether your claim succeeded. Answering either is optional. If you give us permission, we may publish your comments as a review on this website; we never publish feedback without asking first.

    3. AI-Assisted Report Drafting

    To help our specialists prepare reports, we send your photographs and the damage details you give us (brand, model and description) to a third-party AI service provider, which drafts an initial assessment. Once your report is complete, its brand, model, description and our assessment (but not your photographs) may also be sent to that provider as an example when drafting other customers' reports. We do not send your name, email address or order reference, so please avoid including personal details in your description. A specialist always reviews, edits and approves the draft before any report is finalised and sent.

    4. Data Retention

    We keep your order details, photographs and report for as long as we need them to support your claim and to answer questions about a report we have issued — claims often take months to resolve, and customers frequently ask us for a further copy long afterwards. You can ask us to erase your personal data at any time by emailing contact@baggagerepairs.com. When you do, we permanently delete your name, email address, photographs and report, and remove any review you had allowed us to publish. We keep an anonymous record of the order itself — the date, the carrier and the outcome — which no longer identifies you and which we use only for our own statistics. Records of your payment are held by our payment processor, which UK tax law requires to be kept for six years.

    5. Data Security

    We use industry-standard encryption and secure storage. Payment processing is handled by PCI-compliant third-party processors — we never store your card details.

    6. Your Rights (UK GDPR)

    You have the right to access, correct, delete, or port your personal data, and to object to or restrict how we use it. Where we rely on your consent — for example to publish a review — you can withdraw it at any time and we will take the review down. Contact us at contact@baggagerepairs.com to exercise any of these rights. If you are unhappy with our response, you can complain to the Information Commissioner's Office at ico.org.uk.

    7. Cookies & Analytics

    We set a strictly necessary cookie to remember your selected language, so pages load in it on your next visit; it does not track you and cannot be disabled. We use Sentry for error monitoring, which does not set cookies and is necessary to keep the service running reliably. We also use PostHog for product analytics (page views, clicks, and session recordings with all input fields masked), which sets cookies and only runs if you accept analytics cookies via the banner shown on your first visit. You can change your choice at any time using the "Cookie preferences" link in the footer. We also use Vercel Analytics and Speed Insights for aggregate traffic and performance metrics; these are cookieless and store no identifier on your device.

    8. Feedback and Reviews

    About a week after we send your report we email you a short survey, and about six weeks later we send one further email asking whether your claim succeeded. Both are optional — you can ignore them, or reply asking us not to send them again. Your rating and comments are used only to improve the service unless you tick the box giving us permission to publish them. If you do, we show only the display name you choose (you can stay anonymous) and we publish your words as you wrote them. You can ask us to remove a published review at any time.

    9. Contact

    For privacy-related enquiries: contact@baggagerepairs.com