Your privacy matters
This policy explains our practices in plain language. It should be read together with our Terms of Service and any notices shown when information is collected.
Scope and who we are
This policy covers the Konnect Hosting website, customer portal, game panel, hosting services, billing, support and live chat. Konnect Hosting is responsible for the account, billing, support and website information described below.
You control the personal information you put on your hosted server. We process that content to operate, secure and support your service. If you play on a customer's server, contact its owner about that server's player data.
Information we collect
What we collect depends on whether you browse the site, create an account, place an order or contact us.
Account and profile details
We collect your email address, first and last name, username, billing address and account identifiers. Your company name, apartment or unit details, EU VAT number and profile picture are optional. We also save your timezone, theme, preferences and marketing choice. A billing profile is required before checkout.
If you upload a profile picture, we save a resized image and use it in account and support interfaces. Its image URL is publicly accessible. Avoid using a picture that contains private information.
Account security
We store password hashes, verification and password-reset records, sign-in attempts, account changes and session records. Session and security records can include your IP address, browser information, activity times, verification method and expiry or sign-out status. If you enable two-step verification, we store the information needed to check authenticator or email codes and recovery codes. Staff passkeys use stored public keys and device details; we do not receive their private keys or device biometric data.
Orders, payments and taxes
We keep selected plans, server options, saved carts, billing cycles, discounts, invoices, account credits, payment and subscription references, amounts, processing fees, tax calculations, refunds and disputes. Billing records can include a copy of the billing address used for an invoice. VAT checks can return a registered business name, address and validation result.
Payment details are entered through Stripe or PayPal checkout. We store transaction information and selected provider responses, not full card numbers or card security codes. Changing your profile address does not automatically rewrite the address recorded on an existing invoice.
Hosted services and files
We process server names, game and service settings, assigned IP addresses and ports, resource use, files, databases, backups, console output, player records, subuser details and panel activity needed to run your service. Our game panel uses Pterodactyl with the Arix theme and addons.
Support and email
We keep support tickets, messages, attachments, troubleshooting details and staff notes. Live-chat records include messages, names, optional guest email addresses, account links, staff assignments, timestamps and links to support tickets. Email records include the recipient, message type, delivery status and the information used to prepare the message. Status-update subscriptions store your email address and confirmation record.
If a staff member enables browser push alerts, we save their push subscription address, delivery keys and account link so alerts can reach that browser or device.
Website activity and referrals
Our systems process IP addresses, browser and device information, requested pages, referring pages, timestamps and security or error logs. Optional website analytics, described below, adds visitor identifiers, page journeys, campaign details, engagement and broad hosting interests. Affiliate records can include referral identifiers, landing pages, referring pages, a network hash, browser information and conversions. Partners' records also include commissions, payout destinations and payment references.
Where information comes from
You provide information when you register, update a profile, order, configure a server, upload files, subscribe to status updates or contact us. We also receive information from the website, game panel, servers and security systems as you use them.
Stripe and PayPal return payment and transaction information. Tax services return calculations and VAT validation results. Authorized account owners and subusers can provide information for a service. Information you send through our Discord community or by email is part of that conversation.
Reviews shown on our website can include a public reviewer name, review text, rating and source link, including reviews originally posted on Trustpilot.
How we use information
We use information to:
- create accounts, check sign-ins and protect access;
- process orders, invoices, taxes, renewals, refunds, disputes and affiliate commissions;
- set up, run, monitor and troubleshoot hosted services;
- answer support requests and send billing, maintenance, security and status notices;
- detect fraud, abuse and attacks, and investigate account or service problems;
- understand website use and hosting interests through permitted analytics;
- send promotional emails using your saved marketing preference; and
- meet legal and accounting requirements and handle complaints or claims.
You can change your marketing preference or use a promotional email's unsubscribe link. Checkout may preselect the optional offers checkbox for a US customer who has not already saved a choice; you can uncheck it. Billing and security notices continue even if you unsubscribe from offers. A message already queued before your choice changes may still arrive.
Legal bases for processing
Where EU or UK data protection law applies, we use account, order, hosting and support information to perform our contract with you. We retain necessary tax, accounting and legal records to meet legal obligations. We use necessary security and operational information for our legitimate interests in protecting accounts, preventing abuse and maintaining our services.
We use consent for optional analytics where prior consent is required and follow the separate choices described below for analytics, referrals and promotional emails. You can change these choices at any time using the controls described below. Required account and billing details are needed to complete an order and provide the service.
Customer servers and hosted data
You control the files, databases, logs and player records on your hosted service. You are responsible for the notices, permissions and secure settings needed for your community's use of that data.
We may access hosted data to provide support, maintain the service, investigate security or abuse, or comply with law. Access is limited to people who need it for that work. We do not use customer server content for advertising.
If your request concerns a customer's game server, contact its owner first. We assist customers with requests about hosted data where required by law and our service obligations.
How long we retain information
Account, service, billing, security, email and support records currently have no single automatic deletion deadline. Retention depends on active services, support needs, security investigations, unpaid balances, tax and accounting duties, disputes and applicable legal requirements. Deactivating an account disables access and can suspend services; it does not erase its records.
Analytics history and affiliate records are currently kept until deleted; an automatic age-based cleanup is not enabled. The analytics withdrawal rule above removes verified analytics history. Choosing essential only also removes the verified browser referral tracking record. These choices do not delete accounts, billing records, chats or tickets. We remove links to deleted analytics from support conversations so their messages remain available.
Live-chat history is deleted automatically after 30 days from its last message or when the chat ended, whichever is later. We check for expired chats every hour. An authorized administrator can mark a chat as important to keep it until it is manually deleted. Removing that mark returns the chat to the normal 30-day rule.
Support tickets and their messages are kept for customers to reference and are not deleted by chat cleanup. Messages copied from a chat into a ticket remain part of that ticket after the original chat is deleted. Administrative action and email delivery records are stored separately.
Unsubscribing from status updates removes the active subscription, but earlier email delivery records can remain. Cookie expiry and the 48-hour checkout draft expiry do not delete server-side invoices, payment records or support messages.
Hosted service data can be removed after cancellation, nonpayment or termination under our Terms of Service. Export anything you need before cancelling. Copies can remain in database or recovery backups after removal from an active system. Backup retention varies by backup type and rotation; we do not promise immediate deletion from every backup.
You can request deletion using the contact methods below. We may need to retain specific records for legal, billing, security or dispute reasons and will explain any applicable limits.
Security and staff access
We use HTTPS, account verification, access permissions, security logs and protected backups to reduce unauthorized access. Passwords are stored as hashes. Authenticator secrets are encrypted and recovery codes are hashed. The admin panel does not show an existing customer's password; an authorized administrator can set a replacement password.
No system is completely secure. Use a unique password, protect verification methods and API credentials, and give subusers only the access they need. Contact us promptly if you suspect unauthorized access. If an incident requires notification under applicable law, we will notify the affected parties and authorities as required.
Data locations and international transfers
Our hosting infrastructure and the providers listed above may process information in countries other than your own. The location you choose for a game server identifies its primary hosted workload; it does not limit where email, payment, tax, support or account records are processed.
Providers' privacy notices describe their processing locations and transfer arrangements. Contact us if you need details about the providers or transfer arrangements relevant to your service.
Your privacy rights and choices
Depending on where you live, you may be able to request access, correction, deletion or a portable copy of your information; restrict or object to processing; withdraw consent; or appeal a decision about a privacy request. You can also complain to the relevant privacy regulator.
Use the customer portal to update your profile or contact support about a request. If you do not have an account or cannot sign in, you can use live chat on this website. Tell us which account, email address or visit the request concerns. We may ask for enough information to verify your identity and authority, without requesting unnecessary sensitive details.
Use Privacy choices to stop optional analytics or affiliate attribution, and your marketing preference or a promotional email's unsubscribe link to stop offers. Turning off tracking, unsubscribing and deactivating an account are different from a request to erase stored information.
For requests covered by the GDPR, we respond without undue delay and normally within one calendar month. If a complex request needs more time, we explain the reason within that first month; the law can allow up to two additional months. Other applicable privacy laws may set different deadlines.
We will not unlawfully discriminate against you for exercising a privacy right. Some records may need to be retained for legal, accounting, security or dispute reasons, or to protect another person's rights. We will explain applicable limits when responding.
Children and account eligibility
Our services are not directed to children under 13, and we do not knowingly collect personal information from a child under 13. A person who has not reached the age of legal majority where they live must use the services only with authorization and supervision from a parent or legal guardian who agrees to the applicable terms.
If you believe a child has provided personal information without appropriate authorization, contact us through the customer portal or website live chat. We will investigate and delete the information when required.
Policy changes and contact
We may update this policy when our services, providers, data practices or legal obligations change. The Last updated date identifies this version. Material changes will be posted here and, when appropriate, communicated through your account or billing contact.
For privacy questions, complaints or requests, contact support through the customer portal or use website live chat if you do not have an account or cannot sign in. Include enough information to explain your request. Do not send passwords, full card numbers or unnecessary sensitive information.
Our Terms of Service explain the rules for using Konnect Hosting services.
