Legal
Privacy Policy
What we collect, why we collect it, and what we will never do with it.
1 · Controller
The controller of personal data processed through this website and in Trustera proceedings is Trustera ADR (“Trustera”, “we”). To exercise any right described below, use the contact page.
2 · What we collect
Through the contact form: your name, email address and the content of your message. Through the claims form: your name, contact and address details, the identity of the operator, the amount in dispute, your account of events and the evidence you attach — which may include identity documents where verification is required under theRules of Procedure. We collect standard technical logs (IP address, user agent) for security. We do not run advertising or profiling trackers.
3 · Why we process it
To register, administer and decide disputes under the Rules of Procedure; to correspond with the parties; to verify identity where the Rules require it; to maintain the register of operators and the anonymised registry of decisions; to keep the Website secure; and to comply with legal obligations.
4 · Who receives it
The operator you complain about receives your claim and evidence — that transfer is inherent to the procedure and is consented to on submission (Rules §8). Service providers acting on our instructions (hosting, email delivery) process data only as needed to provide their service. We disclose data to authorities only where required by law or court order. Published decisions are anonymised; no publication identifies a consumer or an operator.
5 · Retention
Case files are retained for the duration of the proceedings and thereafter for as long as required for appeals, legal claims and record-keeping obligations, then deleted. Contact messages that do not become cases are deleted within twelve months.
6 · Security
The Website is served over TLS. Case files are accessible only to the Secretariat, the assigned arbitrator and experts, and are shared with the parties as the Rules provide.
7 · Group changes
If Trustera is merged, acquired or reorganised, personal data may be transferred to the successor entity under the same commitments made in this policy.
8 · Minors
The Website and the procedure are not directed at persons under 18. Minors may act only through a parent, guardian or lawyer (Rules §4).
9 · Your rights
You may request access to, correction of, or — where the Rules and our legal obligations permit — deletion of your personal data via thecontact page.