Privacy Policy

1. Information We Collect

When you use AppealShield, we collect:

• Account suspension/termination notices you paste into our diagnostic tool.
• Evidence answers you provide in the diagnostic funnel.
• Uploaded files (screenshots, invoices, photos) you attach as evidence.
• Contact information: email address, WhatsApp/WeChat handle (optional).
• Payment records: transaction IDs and order history from our payment processors — Paddle (primary) and PayPal where used as a checkout method (we do not store full credit card numbers).

2. How We Use Your Information

We use your information to:

• Generate and deliver your diagnostic report and Plan of Action (POA).
• Verify payment and issue access tokens.
• Provide customer support and respond to inquiries.
• Monitor and improve the quality of our AI-generated outputs.
• Detect and prevent abuse or fraudulent activity.

We do NOT sell your personal information to third parties.

3. AI Processing & Third-Party Subprocessors

To generate your POA, your suspension notice text and evidence answers are transmitted to the following AI service providers:

• DeepSeek (China) — Primary text generation engine
• Alibaba Cloud (Qwen) (China) — Secondary text engine and document image analysis

These providers process your data solely for the purpose of generating your requested document and do not retain your data for model training.

Additional subprocessors:

• PayPal (USA) — Payment processing where used as a checkout method
• Paddle (UK) — Payment processing, subscription management, global tax compliance (Merchant of Record)
• Resend (USA) — Transactional email delivery

4. Data Retention & Deletion

We retain case data — including your suspension notice text, POA drafts, and evidence — encrypted at rest (AES-256) for quality monitoring and to support your ongoing appeal process, plus limited metadata (violation type, recovery estimate). None of it is used for model training or sold.

You may request deletion of your data at any time by contacting [email protected]. We will process your request within 30 days.

5. Data Security

We implement AES-256 encryption for stored data, TLS 1.2+ for data in transit, and administrative access controls. Payment information is processed through Paddle (PayPal where used as a checkout method) — we do not store credit card details on our servers.

6. Your Rights

Depending on your jurisdiction, you may have the right to:

• Access the personal data we hold about you.
• Request correction of inaccurate data.
• Request deletion of your data.
• Object to or restrict certain processing activities.

To exercise these rights, contact [email protected].

7. Cookies

We use minimal cookies: a language preference cookie (storing your EN/ZH selection) and session storage for your diagnostic progress. We do not use tracking cookies, advertising cookies, or third-party analytics.

8. Children's Privacy

The Service is not intended for users under 18 years of age. We do not knowingly collect data from children.

9. International Transfers

Your data may be processed in the United States, China, and other jurisdictions where our subprocessors operate. By using the Service, you consent to such transfers.

10. Changes to This Policy

We will notify users of material changes to this Privacy Policy by email or through the Service. Continued use after changes constitutes acceptance.

11. Contact

For privacy-related inquiries: [email protected]