Privacy Policy

Introduction

Unless listed in the paragraphs below, we do not log or share any information. Our systems have been designed to operate with as little information as possible.

Cookies

Our website stores a cookie in your web browser. This cookie is used solely to provide you access to your own data and settings. It is not used for tracking.

Our website does not use any 3rd party trackers or analytics. It does use a few content distribution networks, which may store their own cookie in your browser.

Client Information

For purposes of payment processing we collect your e-mail address and any information necessary to process the payment and generate an invoice. (This varies per payment method.) These records are kept for a minimum of 7 years and available to our tax accountants, as is required by Hong Kong law.

Credit card details are never stored in our own systems. We work with Stripe and Paypal who securely store these details for us. Our own system stores a reference token only. The reference token can be deleted at any time, at your request.

Usage Information

To aid customer support and improve the VPN services our systems log any server-side error or anomaly that may occur during usage. This information is kept for 7 days and actively monitored by our staff to resolve problems as quickly as possible.

To prevent misuse of our services we record when a VPN account logs in, how much data is used and which IP address it connects from. This information is kept for 30 days.

Some of our apps allow you to optionally share the more detailed app log with us automatically. These logs are kept for up to 90 days and may be used to troubleshooting as well as further improvements to our service.

SmartDNS

Our SmartDNS works without a username or password. It uses your IP address instead. When you activate the SmartDNS service, your current IP address gets stored in our system. It remains there until you re-activate using a different IP address, or until your cancel your VPN account.

Contact Us

If you have any questions or wish to correct or remove any of your information, please contact us at support@twelvemail.com.