Privacy Policy

Pushback is run by Pranav Aggarwal, who decides how and why your personal data is used (the “Data Fiduciary” under India’s Digital Personal Data Protection Act, 2023). To reach us about anything on this page: pushback.cases@gmail.com.

Pushback is a self-help tool. It is not a law firm and does not give legal advice. See the Terms of Use.

We only collect what the product needs to work. Here is all of it:

Account

Your email address and a user ID from Google sign-in (or email sign-in where offered). Used to log you in, keep your cases private to you, and send you reminders.

Your case

What you type or say about the problem: company, amount, dates, booking/PNR or order IDs, earlier ticket numbers, and the name you sign letters with. Used to draft your letters, pick the right escalation steps and work out deadlines.

Voice input

If you speak instead of typing, the recording is sent for transcription and then discarded: we keep the text, not the audio. If our transcription service is off, your browser's own speech recognition does it instead.

Letters and replies

The drafts we prepare, the version you approve, when it was sent, and company replies you paste in, forward to us, or that we read from a connected mailbox (see below). Used to move your case to the next step.

Proof files

Screenshots or PDFs you upload (booking, cancellation SMS, chat, payment, refund proof). Stored privately and only attached to letters for your case.

Connected mailbox

Only if you connect Gmail: your Gmail address, an encrypted access key, and the IDs of the threads our letters started. Details in the next section.

AI calls (beta)

Only if you start one (Plus, currently off at launch): the company's support number, the call transcript, and a summary such as a reference number or promised date.

Payments

If you buy Plus: amount, payment status and a payment reference from our payment processor. We never see or store your card or UPI details.

Usage events

Simple product events (for example "case created", "letter approved") with a random ID, so we can see what works and fix what doesn't. No third-party analytics or ad trackers.

Outcome statistics

When a step finishes, an anonymous record (company, type of step, outcome, days taken, amount) helps show future users which escalation routes work. It has no name, email or message text.

Legal basis. We process your data because you asked us to, by giving consent when you sign in and use the features above. You can withdraw consent at any time by disconnecting your mailbox or deleting your data (section 7). Withdrawing consent doesn’t undo letters you already sent.

Connecting Gmail is optional. You can always copy a letter and send it from your own mail app instead. If you do connect, Google asks you to grant two permissions:

Send email gmail.send

To send letters you approve from your own address, and, only if you switch on autopilot for a case, polite follow-ups and "here are the details you asked for" replies in that case's existing threads to the recipient you already approved.

Read email gmail.readonly

Google's read permission covers the whole mailbox, but Pushback only opens the threads its own letters started, to spot the company's reply. We don't search, scan or read any other email.

From those threads we store the company’s reply text and when it arrived, so your case can move on. To understand the reply (paid, promised, refused, asking for details) we send that text to our AI provider. A reminder email to you may quote it. We never delete, archive, label or change anything in your mailbox.

Your Google access key (refresh token) is encrypted with AES-256-GCM before it is stored. Google never shares your password with us. Disconnecting in Pushback revokes the key with Google and deletes it. You can also remove access any time at myaccount.google.com/permissions.

Signing in with Google gives us your email address and basic profile only. It does not give Pushback access to your mail; that needs the separate “Connect Gmail” step.

• Sell your data, rent it, or share it for advertising. Ever.
• Send anything without your approval. Every letter to a new recipient needs your tap. The only exception is autopilot, which you switch on yourself for a single case after seeing exactly what it will do: polite follow-ups and requested details, in threads you already approved. You can switch it off any time.
• Pretend to be you. Letters go out under your name only after you approve them. Our AI caller (beta) always says it is an AI assistant calling on your behalf, never claims to be you or a human, and cannot accept or decline any offer for you.
• Submit regulator forms for you. Complaints on government portals (for example the National Consumer Helpline or DGCA AirSewa) are always submitted by you.
• Read the rest of your mailbox, or delete, archive or change anything in it.

We use these service providers to run Pushback. They process data on our behalf, only for the purpose listed. Some are located outside India, so your data may be processed abroad.

Supabase

Database, sign-in and private file storage for your account, cases and proof files.

Vercel

Hosting the website and app servers, including standard server logs.

Anthropic (Claude)

AI that reads your case description to draft letters and classifies company replies. In some setups Claude is reached through Factory (Droid). They receive case details and reply text, not your password or access keys.

Google

Sign-in, and Gmail if you connect it (sending your approved letters and reading replies in those threads).

viaSocket

Workflow automation: sends you reminder and "next step ready" emails, adds deadline calendar invites, and processes copies of letters you BCC to our case inbox.

TigerGraph

Stores the anonymous outcome statistics (company, step, outcome, days, amount) that suggest the best escalation route.

Dodo Payments

Processes Plus payments. Card and UPI details go to them, not us.

Wispr Flow

Turns your voice note into text when you use voice input.

Vapi

Places AI phone calls to company support lines (beta; disabled at launch).

We may also share data if the law requires it (for example, a valid order from a court or government authority), or to protect people from fraud or harm.

• Your data is stored with Supabase. Access is limited to you through the app; our servers use it only to run your case.
• Proof files are kept in private storage and are never publicly linked.
• Gmail access keys are encrypted (AES-256-GCM) and can’t be read from the browser.
• Connections use HTTPS.
• We keep your cases until you delete them or delete your account. Server logs at our hosting provider are kept for a short period under their own retention policy.
• Share links you create (for example a “won my refund” card) are public to anyone with the link and show only what’s on the card, never your email.

No system is perfectly secure. If a breach affects your personal data, we will tell you and the Data Protection Board of India as the law requires.

Go to your cases and choose “Delete all my cases and account data”. This immediately and permanently deletes your account, cases, letters, drafts, replies, proof files, connected mailbox (including the encrypted Google key), call records and payment records, and signs you out.

What stays after deletion, and why:

• Usage events, with your user ID removed, so they can’t be linked back to you.
• Anonymous outcome statistics (no name, email or message text).
• Letters you already sent, which remain in your own mailbox and the recipient’s.
• Payment records our payment processor must keep under tax and accounting law.

Deleting your account removes the Google key we hold. To also clear the grant on Google’s side, disconnect Gmail first, or remove Pushback at myaccount.google.com/permissions. If you can’t sign in, pushback.cases@gmail.com and we’ll delete it for you.

Under India’s Digital Personal Data Protection Act, 2023, you have the right to:

• Access a summary of the personal data we hold about you and how we use it, and know who we have shared it with.
• Correct, complete or update it, in the app where you can, or by asking us.
• Erase it: use the delete button above, or ask us.
• Withdraw consent at any time, as easily as you gave it.
• Nominate someone to exercise these rights for you if you die or become unable to.
• Have your grievance heard. Contact our grievance contact below. We aim to respond within 7 days and resolve within 30 days.

Grievance contact

Pranav Aggarwal, pushback.cases@gmail.com. Please include the email address you sign in with.

If you are not satisfied with our response, you can complain to the Data Protection Board of India once it is accepting complaints. We will not ask you to give up these rights.

We use a small number of first-party cookies, and no advertising or third-party tracking cookies:

• Sign-in cookies, to keep you logged in.
• A random ID (up to 12 months) to count usage events without knowing who you are.
• A referral cookie (30 days) if you arrived through someone’s share link.
• Security cookies used briefly while connecting Gmail.

Pushback is for adults. Don’t use it if you are under 18; a parent or guardian can raise the complaint instead. If we learn we hold a child’s data, we will delete it.

If we change this policy, we’ll update the date at the top. For significant changes (for example a new use of your data), we’ll tell you in the app or by email before they take effect.