Plain language · Updated September 2026
For agencies, the service stores member names, roles, and organization configuration; clerk sign-in is handled by our cloud identity provider. For requesters, it stores the name, optional email, request description, and any intake answers submitted. To prevent abuse, the service also processes the network (IP) address of every intake attempt: short-lived rate-limit counters keyed by IP are kept for up to two days, and IP addresses appear in access logs kept for up to 90 days. The application contains no advertising or analytics integration. We do not sell requester data.
We use a small number of service providers, each only for its stated purpose: Amazon Web Services (hosting, storage, and email delivery, in the United States); Stripe (agency subscription billing — requester data is never sent to Stripe); Cloudflare Turnstile (abuse prevention on the intake form, where enabled — the requester's IP address and browser verification signals are shared with Cloudflare for that check); and Google Fonts (typefaces on our informational pages — your browser requests font files from Google, which sees your IP address and browser details; the request and clerk application pages do not use it).
The agency owns its records. RequestWell processes them to operate the service for the agency as described in this notice, and for the security, abuse-prevention, and billing operations the service itself requires.
The clerk app stores its access token in browser session storage. The application does not set a requester session cookie.
We email requesters only about their own request (receipt, replies, delivery), and clerks only about their agency's work. No marketing to requesters, ever.
Requests submitted to a public agency may themselves be public records under that agency's law. What an agency discloses is the agency's decision, not ours.
Request records are kept for as long as the agency remains a customer. Abuse-prevention counters expire within days; access logs are kept up to 90 days; document download links expire after 7 days. If your submission is interrupted and retried, the service briefly retains your private tracking link so the retry can return it to you — that copy stops working after six hours and is deleted within eight. Administrators can export request records as structured files (each export states whether it is complete); document files are retrieved separately. Additionally: database backups are retained 35 days; daily integrity seals of activity history are retained 400 days in write-once storage; billing and account-administration audit records are retained for the life of the account plus statutory bookkeeping periods; Stripe retains agency payment records under its own policy. Agencies may request offboarding deletion through a documented manual approval process, subject to their records-retention obligations.