Privacy policy

Shilder operates this website and the Shilder recovery service. For questions about this policy or your data, contact us at hello@shilder.com.

We collect only the information needed to operate the service:

• Account data: email, password (hashed), display name, country.
• Case data:the information you provide about your recovery case — account username, platform, issue type, timeline, attachments such as ID documents, screenshots, or relevant emails.
• Payment data:processed by our payment processor. We store the transaction ID, amount, and status — we do not store full card numbers.
• Communications: messages exchanged with your expert inside the Case Room, plus support emails.
• Technical data: IP address, browser, device, and log data collected automatically to operate the site securely.

Your data is used only to:

• Operate the recovery case you submitted.
• Communicate with you about your case.
• Process payments and refunds.
• Detect, prevent, and respond to fraud or abuse.
• Comply with legal obligations.
• Improve the service (using aggregated, non-identifying data).

We do not sell your data, share it with advertisers, or use it to train external AI models.

Many recovery cases require sensitive documents — photo ID, screenshots of platform notices, copies of personal emails. These uploads are:

• Stored encrypted at rest.
• Accessible only to the expert assigned to your case.
• Used solely for the appeal we are preparing for you.
• Deleted from active storage 90 days after the case closes, unless you ask us to retain them longer or a legal hold applies.

We use a small number of vetted third-party services to run the platform. These providers process data only on our instructions:

• Hosting & database: infrastructure provider that stores account, case, and message data.
• Payment processing: credit card and crypto payments, including escrow management.
• Email delivery: for account notifications and case updates.
• Analytics: we measure aggregate website usage to improve the marketing site. See our cookie policy for details.

Depending on where you live (GDPR for the EU/UK, CCPA for California, and similar frameworks elsewhere), you have rights to:

• Access the data we hold about you.
• Correct inaccurate data.
• Delete your data (subject to legal/operational hold periods).
• Export your data in a portable format.
• Withdraw consent for optional processing.
• Object to certain types of processing.

To exercise any of these rights, email hello@shilder.com. We respond within 30 days.

• Active account data: kept while your account is active.
• Closed cases: 24 months after closure for support and dispute purposes, then anonymized.
• Sensitive uploads (ID, screenshots): 90 days after case closure unless retention is requested or required.
• Financial records: 7 years for tax and accounting compliance.

We use industry-standard security practices: TLS for data in transit, encryption at rest for sensitive data, scoped access for staff, regular security review. No system is perfectly secure — if a breach affects your data, we will notify you and the relevant authorities within the timeframes required by law.

Shilder is not directed at children under 16, and we do not knowingly collect data from anyone under that age. If you believe a minor has provided data to us, contact us and we will delete it.

We may update this policy. When we do, we will update the “Last updated” date above and, for material changes, notify active users by email before the changes take effect.