Privacy Policy

CLWHost is a trading name operated by a sole trader. For the purposes of this Privacy Policy, “CLWHost”, “we”, “us”, and “our” refer to the person operating CLWHost as a sole trader.

By using our website or services, you acknowledge that we may process your personal information as described in this Privacy Policy.

1. Information We Collect

We may collect the following types of information when you use CLWHost:

Account and contact information

This may include your name, email address, billing address, account details, and any information you provide when creating an account, placing an order, or contacting support.

Billing and payment information

We may process information required to manage invoices, payments, refunds, renewals, subscriptions, cancellations, and account credit.

Payment card details are normally handled by our payment provider and are not stored directly by CLWHost.

Service information

This may include details about the services you order, server configuration, assigned server details, IP addresses, server location, resource usage, service status, and related hosting records.

Game server and panel information

When using our game server hosting services, we may process technical information connected to your server, including usernames, server settings, files uploaded to your server, console logs, crash reports, backups, connection details, and activity required to provide, secure, troubleshoot, or restore your service.

Support information

If you contact us through support tickets, email, Discord, or other support channels, we may collect the information you provide so we can help with your request.

Website and usage data

We may collect information about how you use our website and services, including pages visited, browser type, device information, IP address, referral source, date/time stamps, login activity, and other technical information.

Cookies and similar technologies

We may use cookies and similar technologies to keep the website working properly, remember preferences, improve the user experience, keep accounts secure, and understand how visitors use our site.

2. How We Use Your Information

We use your personal information to:

• Provide, manage, and maintain our game server hosting services.
• Create and manage your account.
• Process orders, invoices, payments, upgrades, renewals, cancellations, refunds, and account credit.
• Set up, manage, support, suspend, terminate, migrate, back up, or restore services.
• Provide customer support and respond to enquiries.
• Send service-related messages, such as order confirmations, renewal reminders, invoices, payment notices, support replies, maintenance notices, and important account updates.
• Improve our website, services, guides, support, and customer experience.
• Monitor and protect our website, servers, customers, and systems from abuse, fraud, spam, attacks, unauthorised access, and service misuse.
• Enforce our terms of service and acceptable use rules.
• Comply with legal, tax, accounting, security, and regulatory obligations.

We may also send occasional marketing or promotional updates where permitted. You can opt out of marketing communications at any time.

3. Legal Basis for Processing

Where required by UK data protection law, we rely on one or more of the following lawful bases:

Contract

We process personal information where it is necessary to provide the services you have ordered, manage your account, handle billing, provide support, and fulfil our agreement with you.

Legal obligation

We may process and retain certain information where required for tax, accounting, fraud prevention, legal claims, regulatory duties, or other legal requirements.

Legitimate interests

We may process information where necessary for our legitimate interests, including operating, improving, securing, monitoring, and protecting our website, services, servers, customers, and business.

Consent

We may rely on your consent where we ask for permission, such as for certain optional cookies, marketing preferences, or other optional features.

4. How We Share Your Information

CLWHost does not sell or rent your personal information.

We may share your information with trusted third parties where necessary, including:

• Payment processors and billing providers.
• Hosting, server, infrastructure, backup, network, and security providers.
• Domain, DNS, email, ticket, support, and communication providers.
• Game panel, automation, monitoring, and service management tools.
• Analytics or website performance tools, where used.
• Professional advisers, accountants, or legal advisers where required.
• Law enforcement, regulators, courts, or legal authorities where required by law or where necessary to protect our rights, customers, services, or systems.

We only share information where necessary and expect service providers to handle personal information securely.

5. Payment Information

Payments may be processed by third-party payment providers.

CLWHost does not normally store full payment card details directly on our own systems. Payment providers may process your payment information in accordance with their own privacy policies and security standards.

We may store payment-related records such as invoice numbers, transaction references, payment status, payment dates, order details, and refund records.

6. Discord and External Support Channels

We may offer support or community access through Discord or other third-party platforms.

If you contact us through Discord or another external platform, any information you provide there may also be processed by that platform under its own privacy policy.

Please avoid sharing sensitive personal information publicly in Discord channels or other public areas. If personal account details are needed, we may ask you to use a private support ticket instead.

7. Cookies

CLWHost may use cookies and similar technologies to:

• Keep the website and client area functioning.
• Keep you logged in and protect account sessions.
• Remember preferences.
• Help secure accounts and prevent abuse.
• Understand website usage and improve the service.
• Support analytics or advertising features, where used.

You can manage or disable cookies through your browser settings. Some parts of the website or client area may not work correctly if required cookies are disabled.

8. Log Files and Security Monitoring

Like most websites and hosting providers, we may use log files and security logs.

These may include IP addresses, browser type, Internet Service Provider, device information, date/time stamps, referring pages, exit pages, click activity, login attempts, server activity, panel activity, and other technical records.

We use this information for security, abuse prevention, troubleshooting, analytics, service improvement, and website administration.

9. Game Server Files, Backups, and Customer Content

When you use our game server hosting services, you are responsible for the content you upload, install, store, or run on your server.

We may access server files, logs, backups, or settings where reasonably necessary to:

• Provide support you have requested.
• Troubleshoot technical issues.
• Restore or migrate services.
• Investigate abuse, security issues, or terms of service breaches.
• Maintain platform stability and security.
• Comply with legal requirements.

We do not routinely inspect customer server files without a valid reason.

Backups may be stored on separate systems or third-party storage providers for reliability and disaster recovery purposes.

10. Data Retention

We keep personal information only for as long as necessary for the purposes described in this Privacy Policy.

Some information may be kept for longer where required for legal, tax, accounting, fraud prevention, dispute handling, service records, backups, or security reasons.

Examples may include:

• Account records kept while your account is active.
• Billing and invoice records kept as required for tax and accounting purposes.
• Support tickets kept for service history, dispute handling, and customer support.
• Server logs kept for a limited period for security, troubleshooting, and abuse prevention.
• Backup data kept according to our backup systems and retention settings.

When information is no longer needed, we will delete it or anonymise it where reasonably possible.

11. Your Data Protection Rights

Depending on your location and the circumstances, you may have rights including:

• The right to access the personal information we hold about you.
• The right to request correction of inaccurate or incomplete information.
• The right to request deletion of your personal information in certain circumstances.
• The right to restrict certain processing.
• The right to object to certain processing.
• The right to data portability in certain circumstances.
• The right to withdraw consent where processing is based on consent.

We will respond to valid requests within one month, unless the law allows extra time.

In most cases, you will not be charged for exercising your rights. However, where permitted by law, a reasonable fee may apply if a request is manifestly unfounded, excessive, or involves repeated copies.

12. Children’s Information

CLWHost does not knowingly collect personal information from children under 13.

If you believe a child has provided personal information to us without appropriate permission, please contact us and we will take reasonable steps to remove it.

Customers under 18 should only use our services with permission from a parent or guardian.

13. International Transfers

Some of the third-party services we use may process or store data outside the United Kingdom.

Where this happens, we expect appropriate safeguards to be in place to protect your personal information.

14. Third-Party Websites and Services

Our website, client area, support channels, or services may contain links to third-party websites, platforms, or services.

This Privacy Policy does not apply to third-party websites or services. You should review their privacy policies before providing personal information to them.

15. Security

We take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration, disclosure, or destruction.

However, no method of transmission over the internet or method of electronic storage is completely secure. We cannot guarantee absolute security.

You are responsible for keeping your account login details secure and should contact us immediately if you believe your account has been accessed without permission.

16. Updates to This Policy

We may update this Privacy Policy from time to time.

Any changes will be posted on our website with an updated “Last updated” date. We encourage you to review this Privacy Policy periodically.

17. Contact Us

If you have any questions about this Privacy Policy or want to exercise your data protection rights, please contact us through our support system or via our website:

https://www.clwhost.com

You also have the right to complain to the Information Commissioner’s Office if you are unhappy with how your personal information is handled.