CryoHost Privacy Policy

1. Who we are and who controls your data

1. 1.1CryoHost provides managed game server hosting and related support services, including managed game server rentals.
2. 1.2CryoHost is the data controller for personal data processed in connection with the CryoHost website, customer accounts, billing, support, managed hosting services, technical operations and community services.
3. 1.3For privacy questions, data requests or support enquiries, contact CryoHost at support@cryo-host.com.
4. 1.4For billing-related enquiries, customers may also be directed to billing@cryo-host.com where that address is available.
5. 1.5CryoHost has not appointed a formal Data Protection Officer. Privacy enquiries should be sent to support@cryo-host.com.

2. Information we may collect

1. 2.1We may collect account and contact information, including names, usernames, email addresses, Discord identifiers, billing contact details and support contact details.
2. 2.2We may collect service information, including purchased package details, server names, game type, player slot limit, service status, panel account details, server configuration details and support history.
3. 2.3We may collect technical information, including IP addresses, login records, console logs, server logs, error logs, crash reports, performance information, timestamps, file activity, security events and backup records.
4. 2.4We may process hosted server data, including configuration files, save files, world data, mod lists, Workshop IDs, logs, player data and other files required to operate or support a hosted server.
5. 2.5We may collect communications sent to us by email, Discord, panel tickets, forms, direct messages or other support channels.

3. How we use information

1. 3.1We use information to provide, manage, support, secure and bill for CryoHost services.
2. 3.2We use information to create and manage customer accounts, provision hosted servers, provide panel access, process support requests, manage backups, investigate faults and maintain service stability.
3. 3.3We use technical information to monitor performance, troubleshoot issues, investigate crashes, detect abuse, protect infrastructure, prevent unauthorised access and maintain reliable hosting.
4. 3.4We may use contact information to send service-related messages about billing, access, support, maintenance, downtime, security, renewals, suspension, termination or important service changes.
5. 3.5We may use information to comply with legal obligations, enforce our Terms and Conditions, resolve disputes and protect CryoHost, customers, players and infrastructure.

4. Lawful bases for processing

1. 4.1Where UK data protection law applies, CryoHost processes personal data only where there is a lawful basis to do so.
2. 4.2We process account, service, billing and support information where this is necessary to provide the service requested by the customer, manage the customer relationship, provision servers, provide panel access, manage subscriptions and perform our contract with the customer.
3. 4.3We process technical information, logs, security records, crash reports, backup records and hosted server data where this is necessary for CryoHost’s legitimate interests in operating, securing, supporting, troubleshooting and protecting its services, customers, players, infrastructure and business.
4. 4.4We process payment status, invoice references, subscription status, cancellation records and related billing information where this is necessary to perform our contract with the customer, manage payments and meet accounting, tax or legal record obligations.
5. 4.5We may process information where necessary to comply with legal obligations, including tax, accounting, fraud prevention, legal claims, abuse investigations, lawful requests and regulatory requirements.
6. 4.6Where CryoHost relies on consent, for example for optional marketing, optional cookies or optional third-party integrations in the future, consent may be withdrawn at any time. Withdrawing consent does not affect processing that took place before consent was withdrawn.
7. 4.7CryoHost does not use personal data for automated decision-making or profiling that produces legal or similarly significant effects.

5. Payments and Stripe

1. 5.1Payments may be handled by Stripe or another approved payment provider.
2. 5.2CryoHost does not store full credit or debit card details.
3. 5.3Stripe may process payment information, billing details, transaction records, fraud prevention information, device information, payment method details and related data in order to process payments and manage subscriptions.
4. 5.4Customers should review Stripe’s own privacy information for details of how Stripe processes payment data.
5. 5.5CryoHost may keep payment status, invoice references, subscription status, cancellation records and support notes required to manage the customer’s service.
6. 5.6CryoHost may access limited customer, invoice, subscription and billing information through Stripe where needed to manage payments, cancellations, disputes, support and service access.
7. 5.7Payment and billing records may be retained where required for accounting, tax, fraud prevention, dispute handling, legal claims or business record purposes.

6. Hosted server data, logs and backups

1. 6.1Hosted server data may include game worlds, save files, configuration files, mod information, logs, player records and other files required for the hosted game server to operate.
2. 6.2We may access hosted server data where reasonably required to provide support, investigate faults, restore backups, migrate services, protect infrastructure, enforce our Terms or comply with legal requirements.
3. 6.3Backups may contain copies of server files, configuration files, logs, save data and related service information.
4. 6.4Backups are kept for operational recovery and service management. Retention may vary depending on package, storage capacity, technical requirements, cancellation, non-payment, termination or fair-use controls.
5. 6.5Server logs and technical records may be kept to diagnose issues, protect the service, investigate abuse and support customers.

7. Discord, support and community channels

1. 7.1CryoHost may use Discord, email or other communication tools for support, announcements, service updates and community management.
2. 7.2Messages sent to CryoHost support channels may be read and handled by CryoHost staff or authorised helpers where needed to provide support or manage the community.
3. 7.3Discord usernames, IDs, messages, server membership, role information and related records may be processed where Discord is used for support, access, moderation or community operations.
4. 7.4Where customers use Discord bots, webhooks, kill feeds, status feeds, chat relays or similar integrations, those integrations may process game, server, player, message or event data depending on how they are configured.

8. Cookies and website data

1. 8.1The public CryoHost website is currently a simple static website and does not intentionally use marketing analytics cookies.
2. 8.2Basic server access logs may still be created by web server software or hosting infrastructure when visitors access the website.
3. 8.3If CryoHost later adds analytics, advertising pixels, embedded media, live chat, forms or other tools that use cookies or similar technologies, this Privacy Policy may be updated and any required consent process may be added.
4. 8.4Separate services used by CryoHost, such as Stripe, Discord, the Pterodactyl panel or other third-party platforms, may use their own cookies and similar technologies.

9. Third-party providers

1. 9.1CryoHost may use trusted third-party providers where needed to provide, manage, secure, support or bill for services.
2. 9.2These providers may include payment processors, email providers, domain and DNS providers, Discord, server management tools, hosting providers, data centres, backup providers, security tools and support tools.
3. 9.3Current or expected providers may include Stripe for payments, Zoho for email, Discord for community and support communications, domain/DNS providers, Pterodactyl/Wings for server management, and other technical providers used to operate or protect CryoHost services.
4. 9.4Third-party providers may process data under their own privacy terms where customers interact with them directly or where they provide services to CryoHost.
5. 9.5CryoHost does not sell personal data.

10. International transfers

1. 10.1Some third-party providers used by CryoHost may process data outside the United Kingdom.
2. 10.2This may include providers based in, or processing data in, countries such as the United States, the European Economic Area or other locations where service providers operate.
3. 10.3Where required, CryoHost will rely on appropriate safeguards or lawful transfer mechanisms for international data transfers, such as adequacy regulations, standard contractual clauses, data processing agreements or another lawful mechanism under applicable data protection law.
4. 10.4Customers who use third-party platforms such as Discord, Stripe, Steam, game platform services or other integrations should also review those providers’ own privacy information.

11. How long we keep information

1. 11.1CryoHost keeps personal data only for as long as reasonably necessary for the purposes described in this Privacy Policy.
2. 11.2Account, billing and transaction records may be kept for up to six years where required for tax, accounting, fraud prevention, legal, dispute or business record purposes.
3. 11.3Support messages may be kept for as long as needed to provide support, maintain service history, resolve disputes, investigate abuse, protect CryoHost and customers, or manage the customer relationship.
4. 11.4Server files, backups and logs may be deleted after cancellation, expiry, non-payment or termination, or earlier where required for security, storage management, fair use or technical reasons.
5. 11.5Backups are normally retained according to the backup limit included with the customer’s package. Older backups may be automatically overwritten or deleted when the package backup limit is reached.
6. 11.6Technical logs may be kept for security, troubleshooting, abuse prevention and operational purposes, then deleted, rotated or anonymised when no longer needed.
7. 11.7Some information may be kept for longer where necessary to comply with legal obligations, resolve disputes, enforce agreements, prevent fraud, investigate abuse, protect infrastructure or defend legal claims.

12. Security

1. 12.1CryoHost uses reasonable technical and organisational measures to protect personal data and hosted service data.
2. 12.2Security measures may include access controls, passwords, panel permissions, server isolation, backups, logging, monitoring, updates, firewalls, HTTPS and administrative controls.
3. 12.3No online service can be guaranteed to be completely secure. Customers must keep their own passwords, panel access, SFTP details, admin credentials and Discord accounts secure.
4. 12.4Customers should report suspected unauthorised access, security issues or account compromise to CryoHost as soon as possible.

13. Customer and user rights

1. 13.1Depending on applicable law, individuals may have rights to access, correct, delete, restrict, object to processing of, or request a copy of their personal data.
2. 13.2Individuals may also have the right to data portability where this applies, and the right to withdraw consent where processing is based on consent.
3. 13.3Where CryoHost relies on legitimate interests, individuals may have the right to object to that processing. CryoHost will consider such requests in accordance with applicable law.
4. 13.4Requests can be made by contacting support@cryo-host.com.
5. 13.5CryoHost may need to verify identity before responding to a data request.
6. 13.6Some data may need to be retained where required for legal, accounting, security, dispute, fraud prevention or service protection reasons.
7. 13.7Individuals have the right to complain to the UK Information Commissioner’s Office if they believe their personal data has been handled unlawfully. CryoHost asks that individuals contact us first where possible so we can try to resolve the issue.

14. Children and age restrictions

1. 14.1CryoHost paid rental services are intended for customers aged 18 or over.
2. 14.2Hosted game servers may be used by players of different ages depending on the game, platform rules, customer community rules and any applicable age ratings or parental controls.
3. 14.3Customers who manage hosted communities are responsible for setting and enforcing appropriate rules for their own players and communities.
4. 14.4Customers must not knowingly provide CryoHost with personal data relating to children unless they have appropriate authority, consent or another lawful basis to do so.

15. Unlawful content, abuse and safety reports

1. 15.1CryoHost may process reports, evidence, logs, messages, server data and account information where needed to investigate unlawful content, abuse, threats, harassment, security issues or breaches of CryoHost terms.
2. 15.2Where appropriate, CryoHost may preserve evidence, restrict access, suspend services, remove content, contact affected users, contact service providers or report matters to relevant authorities.
3. 15.3Reports about unlawful content, abuse or security concerns should be sent to support@cryo-host.com.

16. Statutory or contractual requirement to provide information

1. 16.1CryoHost requires certain personal data to provide paid services, including account contact details, billing information, payment status, panel account details and technical service information.
2. 16.2If a customer does not provide information required to create, bill, secure or support a service, CryoHost may be unable to provide that service.

17. Changes to this Privacy Policy

1. 17.1CryoHost may update this Privacy Policy from time to time as services, tools, providers, legal requirements or business operations change.
2. 17.2The latest version will be published on this page.
3. 17.3Where a significant change affects existing customers, CryoHost may provide notice by email, Discord, panel notice or another appropriate method.

18. Contact

1. 18.1For privacy questions, data requests, reports or service enquiries, contact CryoHost at support@cryo-host.com.