Privacy Policy

1. Introduction

This Privacy Policy explains how HostFlow collects, uses, stores, and protects personal information when you use our website, billing area, support systems, hosting services, and related platforms.

By using HostFlow, creating an account, placing an order, opening a support ticket, or contacting us, you agree to the collection and use of information as described in this Privacy Policy.

2. Information We Collect

We collect information needed to provide hosting services, manage billing, process support requests, prevent abuse, and improve our services.

• Account details such as your name, email address, username, and contact information.
• Billing details such as invoices, payment status, billing address, and transaction references.
• Service information such as purchased plans, server IDs, selected resources, IP addresses, domains, and configuration choices.
• Technical information such as IP address, browser type, device information, access logs, error logs, and security logs.
• Support information such as tickets, emails, Discord support messages, screenshots, logs, attachments, and staff replies.
• Website usage information such as pages visited, actions taken, and general analytics data.

We do not intentionally collect more information than is reasonably needed to provide, secure, and support our services.

3. How We Use Your Information

HostFlow uses collected information for the following purposes:

• To create and manage customer accounts.
• To process orders, invoices, renewals, upgrades, cancellations, and refunds.
• To provision and manage hosting services including game servers, VPS hosting, Discord bot hosting, web hosting, and domains.
• To provide technical, billing, and customer support.
• To detect, investigate, and prevent fraud, abuse, spam, malware, attacks, or Terms of Service violations.
• To improve our website, billing system, support process, and hosting services.
• To send important service notices, billing reminders, support updates, and account-related messages.

We may also use anonymised or aggregated data to monitor performance, improve services, and understand customer needs.

4. Payment and Billing Data

Payments may be processed through third-party payment providers. HostFlow does not store full card numbers or full payment card details on our website.

We may store billing records such as invoice numbers, payment status, transaction references, billing address, tax information where applicable, and service renewal history for accounting, legal, fraud prevention, and customer support purposes.

5. Data Sharing and Disclosure

We do not sell your personal information. We only share information when necessary to provide our services, comply with legal obligations, protect our network, or operate our business.

Important: HostFlow does not sell customer personal data to advertisers or unrelated third parties.

Information may be shared with:

• Payment processors for billing and fraud checks.
• Hosting, server, network, and infrastructure providers needed to deliver services.
• Domain registrars or related providers if domain services are ordered.
• Support and communication tools used to manage tickets, emails, or Discord-related support.
• Law enforcement, regulators, or legal authorities when required by law or valid legal request.
• Security or abuse-response partners where necessary to protect our systems and customers.

6. Data Security

We take reasonable technical and organisational measures to protect customer information from unauthorised access, misuse, loss, alteration, or disclosure.

• Account access controls and authentication systems.
• SSL/TLS encryption where supported.
• Limited staff access based on operational need.
• Monitoring for abuse, suspicious activity, and security incidents.
• Regular maintenance of billing, website, and hosting systems where possible.

No online service can guarantee complete security. Customers are responsible for keeping their account passwords, server credentials, API keys, and access tokens secure.

7. Cookies and Tracking

HostFlow may use cookies and similar technologies to operate the website, keep users logged in, remember preferences, secure accounts, process orders, and improve the customer experience.

• Essential cookies for login, checkout, billing, and security.
• Preference cookies for language or display settings.
• Analytics cookies or similar tools to understand website usage.
• Third-party cookies from payment, security, or embedded services where applicable.

You can control cookies through your browser settings, but disabling essential cookies may stop parts of the website, billing area, or checkout process from working correctly.

8. Support Tickets, Discord and Communications

When you contact HostFlow through tickets, email, forms, Discord, or other support channels, we may store your messages, attachments, screenshots, server logs, account references, service IDs, and staff responses.

This information is used to investigate issues, provide support, keep records of support history, train staff, improve support quality, and protect the platform from abuse.

9. Your Rights

Depending on your location and applicable law, you may have rights over your personal data, including:

• The right to access personal data we hold about you.
• The right to request correction of inaccurate information.
• The right to request deletion of certain personal data.
• The right to restrict or object to certain processing.
• The right to request a copy of your data where applicable.
• The right to withdraw consent where processing is based on consent.

Some information may need to be retained for billing, legal, security, fraud prevention, dispute handling, or legitimate business reasons.

10. Data Retention

HostFlow keeps personal information only for as long as reasonably necessary to provide services, meet legal or accounting obligations, resolve disputes, enforce agreements, maintain security, and prevent abuse.

Account, invoice, service, support, and abuse-related records may be retained after account closure where required for legitimate business, legal, fraud prevention, or security purposes.

11. International Transfers

HostFlow may use service providers, infrastructure, and tools located in different countries. This means your information may be processed or stored outside your country of residence.

Where required, we aim to use appropriate safeguards to protect personal data when it is transferred internationally.

12. Children's Privacy

HostFlow services are not intended for children under the minimum age required by applicable law. Customers must have permission from a parent or legal guardian where required.

If we become aware that we have collected personal information from a child without appropriate consent, we may delete the information and close the related account.

13. Changes to This Policy

HostFlow may update this Privacy Policy from time to time to reflect changes to our services, legal requirements, or business practices.

The updated version will be posted on this page with a revised “Last updated” date. Continued