This policy explains what personal data we collect, why we collect it, and what we do with it. It covers our website and the hosting services we provide.
VPSPIONEER LTD is the data controller for the information described here.
1. What we collect
When you open an account Name, email address, postal address, phone number, and company name if you provide one.
When you pay We do not store full card numbers. Payments are processed by Stripe, who handle card data directly. We store the last four digits, card type and expiry date so you can recognise your saved payment method, along with a token that lets us take future payments.
When you use the service Server access logs, error logs, mail logs, resource usage figures and IP addresses. These are generated automatically and are necessary to run and secure the service.
When you contact us The content of support tickets and emails, including any attachments you send.
When you visit our website IP address, browser type, pages visited and referring site. We use this to understand how the site is used and to detect abuse.
2. Why we use it, and our legal basis
| Purpose | Legal basis |
|---|---|
| Providing the services you ordered | Performance of a contract |
| Billing and collecting payment | Performance of a contract |
| Sending service notices, such as suspension warnings | Performance of a contract |
| Providing support | Performance of a contract |
| Fraud prevention and account verification | Legitimate interests |
| Security monitoring and abuse investigation | Legitimate interests |
| Keeping accounting records | Legal obligation |
| Marketing emails about our services | Consent, which you can withdraw at any time |
3. Who we share it with
We use the following providers, each of whom processes some data on our behalf:
| Provider | Purpose | Location |
|---|---|---|
| OVHcloud | Server infrastructure | UK, EU |
| Stripe | Payment processing | EU, US |
| Backblaze | Encrypted offsite backups | EU |
| WHMCS | Billing and support platform, self-hosted by us | UK |
We may also disclose information where we are legally required to do so, such as in response to a court order or a valid request from a law enforcement or regulatory body.
We do not sell your personal data. We do not share it with advertisers.
4. International transfers
Some of our providers process data outside the UK. Where that happens, transfers are covered by the UK International Data Transfer Agreement, the UK Addendum to the EU Standard Contractual Clauses, or an adequacy decision.
5. How long we keep it
| Data | Retention |
|---|---|
| Account and contact details | For the life of the account, then 12 months |
| Invoices and payment records | 6 years, as required by UK accounting law |
| Support tickets | 3 years after closure |
| Server and access logs | 90 days |
| Mail logs | 30 days |
| Backups of your hosting data | 14 days |
| Backups of terminated accounts | Not retained |
When your account is terminated, your hosting data is permanently deleted and cannot be recovered.
6. Your rights
Under UK GDPR you have the right to:
- Access the personal data we hold about you
- Correct anything that is inaccurate
- Erase your data, where we have no legal reason to keep it
- Restrict how we use it in certain circumstances
- Object to processing based on our legitimate interests
- Portability — receive your data in a machine-readable format
- Withdraw consent for marketing at any time
To exercise any of these, email hello@vpspioneer.com. We will respond within one month.
If you are not satisfied with how we have handled your data, you can complain to the Information Commissioner's Office at ico.org.uk.
7. Data you host with us
The content you put on your hosting — your website files, databases and mailboxes — remains yours. We do not access it except when:
- You ask us to, for example during support
- We need to for maintenance or to restore a backup
- We are investigating a credible abuse report
- We are required to by law
If you host other people's personal data, you are the data controller for it and we are your processor. That means you are responsible for having a lawful basis to hold it, for telling those people how it is used, and for responding to their requests. If you need a data processing agreement, contact us.
If you are a reseller, this applies to your customers' data as well.
8. Security
We protect your data with encrypted connections throughout, key-based server access with passwords disabled, firewalls and intrusion prevention, encrypted offsite backups, and restricted administrative access.
No system is completely secure. If a breach occurs that is likely to affect your rights, we will notify you and the ICO within 72 hours of becoming aware of it.
9. Cookies
Our website and client area use cookies that are necessary to make them work — keeping you logged in, remembering your cart, and protecting against cross-site request forgery. These cannot be switched off.
If we add analytics or marketing cookies, we will ask for your consent first.
10. Children
Our services are not intended for anyone under 18 and we do not knowingly collect data from children.
11. Changes
We may update this policy. Material changes will be notified by email at least 30 days in advance.
12. Contact
VPSPIONEER LTD 167-169 Great Portland Street, 5th Floor, London, England, W1W 5PF Email: hello@vpspioneer.com
Something here unclear, or you need this in writing for your own records? Open a ticket and we’ll answer.