Plain words about what we keep, what the software does, and what it does not do. Last updated 9 October 2026. Pilot service.
Role: drafts complaints, claim letters and follow-ups for you; tracks deadlines; prepares call scripts; keeps your case file; sends reminders; prepares escalation forms. For Family Desk it also triages email and bills for the household you authorise.
Not its role: legal advice, financial or investment advice, medical opinions, decisions about money, or sending anything you have not approved.
Human in the loop: a person at Orbit Nine reviews every step that involves money or an authority, and reads every case during the pilot.
Limits: it can misread a document or a date. That is why you approve each outbound step and why we show you the evidence file. Tell us when something is wrong; the correction goes into your file the same day.
Complaints about us: [email protected]. We answer within two working days.
| Data | Why | How long |
|---|---|---|
| Your name, email, phone, country | To run and bill the case | Until you ask us to delete, or 12 months after the last case closes |
| Case documents: screenshots, emails, invoices, policy pages, claim letters | Evidence for the complaint | Same as above |
| Messages between you and us | Record of approvals and instructions | Same as above |
| Outcome: amount recovered, dates | Billing and the anonymised public counter | Kept in aggregate; never with your name |
We never store national identity numbers (Aadhaar, NRIC, passport numbers). If a form needs one, you enter it yourself on the authority's own site, or we mask it in our copy.
We never hold your money. Refunds and claim payments go from the company or insurer straight to you.
Case files are kept on servers we control in the European Union, encrypted at rest. AI drafting uses commercial model providers under contracts that do not allow training on your data. No data is sold, rented or shared for advertising. We share data only with the company, insurer or authority you are complaining to, and only what you approved sending.
Write to [email protected]. Residents of Singapore may also contact the Personal Data Protection Commission; residents of India may use the grievance route under the Digital Personal Data Protection Act once its rules apply to us.
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