Make a claim, and see exactly when you get paid
This is our company-funded pledge, paid by us directly to you. It is not third-party insurance. Amounts are maximums and every claim is assessed against the published pledge terms.
The payout schedule
1 · Claim received
ImmediatelyYou get a claim reference the moment you press send. Nothing about your files is opened or read as part of this.
2 · Acknowledged
Within 2 working daysA person confirms your claim is in review and tells you what, if anything, they still need from you.
3 · Investigation
Within 14 working daysWe reconstruct what happened from system records. You may be asked for evidence such as screenshots, dates or correspondence.
4 · Written decision
Within 45 days of a complete claimYou receive a written outcome with the reason, the amount offered, and how to appeal if you disagree.
5 · Payment
Within 30 days of approvalPaid by bank transfer to the account you nominate. No deductions, no conditions attached to the payment itself.
What each incident can pay
| Incident | Maximum |
|---|---|
| Content disclosureA private file of yours is shown to a third party through our fault. | Up to $1,000,000 |
| Unauthorised account accessSomeone reaches your account because of a failure on our side. | Up to $250,000 |
| Permanent data lossFiles we held are lost and cannot be restored from our systems. | Up to $100,000 |
| Undisclosed scanning or sharingWe scan, sell or share your content without your instruction. | Up to $500,000 |
| Service failureProlonged loss of access to your own files caused by us. | Up to $5,000 |
One payment per incident. Claims caused by sharing your own PIN, recovery code or links, or by loss of a password we never held, are not covered.
File a claim
Names only. Never paste the contents of a private file here — we cannot read your files and do not want copies of them.