Terms and Conditions

Last updated: May 2026

1. What Karen is

Karen is a professional communication and claims management service. We are not lawyers, we do not provide legal advice, and we do not provide legal representation. By using Karen, you acknowledge that our service is limited to drafting and sending formal demand correspondence on your behalf.

Karen operates in a pre-legal capacity — the same as a travel agent, claims management company, or insurance broker. We act under a letter of authority you provide at the time of submission.

2. Our fees

Karen charges a 20% success fee on any amount recovered on your behalf. This fee is charged only when money is recovered. If Karen does not recover anything for you, you owe Karen nothing.

The success fee is calculated on the gross amount recovered, before any deductions. You will be invoiced when recovery is confirmed.

3. What we do on your behalf

By submitting a claim and signing the letter of authority, you authorise Karen to:

Draft and send formal demand letters to the vendor in their language
Receive and review responses from the vendor on your behalf
Conduct follow-up correspondence as necessary
Refer your case to a legal partner if pre-legal resolution is not possible

You do not authorise Karen to settle your claim, accept any offer, or waive any rights on your behalf without your explicit approval.

4. What we don't guarantee

Karen cannot guarantee a successful outcome. Success depends on the specific facts of your case, the applicable law, and the vendor's response. Past success rates are not a guarantee of future results.

Karen will always act in good faith and in your best interests, but outcomes are not within our full control.

5. Your responsibilities

By submitting a claim, you confirm that:

The information you have provided is accurate and complete to the best of your knowledge
You are the person entitled to make this claim
You have not already assigned this claim to another party
You will not independently contact the vendor regarding this claim while Karen is handling it, unless we advise you to do so

6. Limitation of liability

Karen's liability to you is limited to the fees you have paid us. Karen is not liable for any indirect, consequential, or special damages arising from our service or the outcome of your claim.

7. Termination

You may withdraw your claim at any time before a settlement is reached by contacting us at reena@karen.company. If you withdraw after we have already sent correspondence on your behalf, Karen reserves the right to charge a reasonable administrative fee to cover costs incurred.

Privacy Policy

8. What we collect

To process your claim, Karen collects:

Your name, email address, and phone number
Details of your claim — vendor, dates, amounts, description
Evidence you upload — receipts, screenshots, correspondence
Your country of residence

9. How we use your data

We use your data exclusively to process and manage your claim. We do not sell your data to third parties. We do not use your data for marketing without your consent.

We may share relevant claim details with the vendor when corresponding on your behalf — this is necessary to the service. We may also share details with a legal partner if your case is escalated, with your knowledge.

10. Data storage

Your claim data is stored securely in MongoDB Atlas (EU region). Evidence files are stored via Netlify. We retain your data for 3 years from the date of submission, after which it is deleted unless a legal obligation requires longer retention.

11. Your rights

You have the right to access, correct, or delete your personal data at any time. To exercise these rights, contact us at reena@karen.company. We will respond within 30 days.

12. Contact

For any questions about these terms or your data, contact us at reena@karen.company.