Privacy Policy

1. Who We Are

This Privacy Policy explains how Lexenor ("Lexenor", "we", "us", or "our") collects, uses, shares, and protects personal information when you visit lexenor.com, submit an enquiry through our contact forms, or use our fraud-recovery and dispute-resolution services.

For the purposes of the UK GDPR and the EU GDPR, Lexenor is the data controller of the personal information described in this policy. Our contact details are:

• Email: support@lexenor.com
• Phone: +44 7592 114169
• Postal address: 3 Westferry Circus, London E14 4HD, United Kingdom

2. Information We Collect

Information you give us

When you contact us through a form on this website or otherwise engage our services, we collect:

• Identity and contact details: first name, surname, email address, phone number and country
• Case information: the approximate amount you may have lost, the company or platform involved, and any details you share about your situation
• Your consent choices and the date, time and IP address recorded when you give them
• Any further information or documentation you choose to provide while we evaluate or handle your case

Information collected automatically

When you visit the website, our hosting provider and, where you consent, our advertising-measurement tools may collect:

• IP address, approximate location, browser type and device and operating system information
• Pages visited, referring website, and basic interaction data such as form submissions

How you may have reached us

If you arrived here from an email we sent, the link may have contained an opaque reference identifier so that, with the information already associated with your subscription, parts of the contact form can be pre-filled for your convenience. No personal information is contained in the link itself, the pre-fill only ever fills empty fields, and you remain free to edit or clear anything before submitting.

3. How We Use Your Information and Our Legal Bases

We use your personal information for the following purposes and rely on the following legal bases:

• Responding to your enquiry and evaluating your case — to assess whether and how we can assist, and to communicate with you about it. Legal basis: taking steps at your request prior to entering into a contract, and our legitimate interests in responding to people who contact us.
• Providing our fraud-recovery and dispute-resolution services — to deliver, manage and improve the services we agree to provide. Legal basis: performance of a contract with you, and our legitimate interests in operating and improving our services.
• Sending you marketing and service updates — where you have ticked the relevant box, to send you information about your enquiry and our related services. Legal basis: your consent. You can withdraw this consent at any time (see Section 8).
• Analytics and advertising measurement — where you accept analytics/advertising cookies, to understand how our advertising performs. Legal basis: your consent.
• Fraud prevention, security and protecting our website — to keep the site and our services secure and to prevent abuse. Legal basis: our legitimate interests in security and integrity.
• Complying with legal obligations — to meet accounting, regulatory, anti-money-laundering and other legal requirements. Legal basis: compliance with a legal obligation.

4. Cookies and Similar Technologies

We use a small amount of strictly necessary local storage to remember your language preference and your cookie choice. These are essential for the website to work and do not require consent.

We only set analytics and advertising cookies — currently a Google Ads tag used to measure the performance of our advertising — if you select "Accept all" in our cookie banner. If you select "Reject non-essential", or do not make a choice, no analytics or advertising tags are loaded. You can change your mind at any time by clearing your browser's site data for lexenor.com, after which the banner will appear again, or by using your browser settings to block or delete cookies.

5. Who We Share Your Information With

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

• Service providers (processors) acting on our instructions, including: our website hosting and infrastructure provider (Vercel Inc.); workflow and CRM automation tools that route form submissions to us (Zapier Inc.); our email-delivery and email-campaign infrastructure, including a transactional/marketing email provider (Brevo / Sendinblue) and a self-hosted campaign-management application; and an internal messaging service used to notify our team of new enquiries (Telegram).
• Advertising-measurement providers — Google LLC (Google Ads), but only where you have consented to analytics/advertising cookies.
• Parties involved in resolving your case, where relevant to the service you have asked us to provide, such as banks, payment processors, law enforcement agencies, regulators, and professional advisers (for example lawyers).
• Authorities and others where we are required to do so by law, or to establish, exercise or defend legal claims, or to protect the rights, property or safety of Lexenor, our clients or others.

Where a service provider processes personal information on our behalf, it does so under a written agreement that requires it to protect that information and use it only for the purposes we specify.

6. International Data Transfers

Some of our service providers are based outside the United Kingdom and the European Economic Area, including in the United States. Where we transfer personal information to such providers, we rely on an appropriate safeguard recognised under data protection law — such as the UK International Data Transfer Agreement or Addendum, the European Commission's Standard Contractual Clauses, or a finding of adequacy (including the UK Extension to the EU-US Data Privacy Framework, where applicable). You can ask us for more information about the safeguards in place by contacting us at support@lexenor.com.

7. How Long We Keep Your Information

• Enquiries that do not become a case: contact and enquiry details are kept for up to 24 months from your last contact with us, after which they are deleted or anonymised.
• Case-related data: where we take on your case, related records are kept for at least six years after the case is closed, to meet legal, accounting and regulatory requirements.
• Marketing consent and communications: kept for as long as you remain subscribed and for a reasonable period afterwards to evidence your choices; you can unsubscribe at any time.
• Analytics data: retained for no longer than 14 months.
• Consent and security logs: kept for as long as needed to demonstrate compliance and to protect our website and services.

8. Your Rights

Subject to the conditions in applicable data protection law (including the UK GDPR and the EU GDPR), you have the right to:

• access the personal information we hold about you and receive a copy of it
• have inaccurate or incomplete information corrected
• have your personal information erased in certain circumstances
• restrict or object to our processing of your personal information, including processing based on our legitimate interests and processing for direct marketing
• receive certain information in a portable format and ask us to transmit it to another controller, where technically feasible
• withdraw any consent you have given at any time, without affecting the lawfulness of processing carried out before withdrawal
• lodge a complaint with a supervisory authority — in the UK, the Information Commissioner's Office (ico.org.uk); in the EEA, your local data protection authority

9. How to Exercise Your Rights and Request Erasure

To exercise any of the rights above, email us at support@lexenor.com. To request deletion of your personal information, email the same address with the subject line Data Erasure Request. We may need to verify your identity before acting on a request, and we will respond within one month, or tell you if we need longer because the request is complex. You can also unsubscribe from marketing emails at any time using the unsubscribe link in those emails.

10. Data Security

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure or destruction. However, no method of transmission over the Internet or method of electronic storage is completely secure, and we cannot guarantee absolute security.

11. Children's Privacy

Our website and services are intended for adults and are not directed at children under 18. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us so we can delete it.

12. Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will revise the "Last updated" date above and, where the changes are significant, take additional steps to inform you.

13. Contact Us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact us: