How we collect and use personal information

Last updated: 18 May 2026

This privacy policy explains what personal information we collect, why we use it, how long we keep it, when we share it, and the choices and rights available to individuals. It applies to visitors, prospects, customers, account users, authorised contacts, reseller administrators, support requesters, and other people whose information is processed in connection with our website and services.

1. Information we collect

We may collect names, business names, job titles, billing addresses, registered addresses, email addresses, phone numbers, account usernames, customer IDs, order details, invoice details, VAT or tax information, payment status, fraud screening signals, IP addresses, login records, browser and device information, support history, and service configuration details where relevant to account setup, service delivery, fraud prevention, legal compliance, or customer support.

We may also process technical information generated by hosting services, including server logs, control panel logs, authentication events, DNS records, resource usage data, email queue information, abuse reports, malware scan results, backup metadata, and information needed to troubleshoot performance, deliver support, or protect the platform.

2. Information you provide to us

You may provide personal information when you browse the website, submit an enquiry, request a quote, place an order, create an account, update billing details, open a support ticket, join a call, respond to a security request, report abuse, ask for a migration, or otherwise communicate with us. If you provide information about another person, you should ensure you have a lawful reason to do so and that the person understands how their information may be used.

Support requests may include information you choose to share, such as screenshots, credentials supplied for troubleshooting, domain names, account identifiers, file paths, database names, error logs, and correspondence with your own customers. You should avoid sending unnecessary sensitive information and should redact credentials or personal information where it is not needed for the support issue.

3. Information collected automatically

When you use our website or services, certain information may be collected automatically by web servers, security systems, analytics tools, fraud prevention systems, billing platforms, control panels, and infrastructure monitoring. This can include IP address, approximate location derived from IP address, user agent, referral URL, pages viewed, session identifiers, login attempts, API activity, resource usage, and event timestamps.

Automatic collection helps us operate the website, secure accounts, detect suspicious behaviour, investigate incidents, understand which pages and services are useful, and maintain reliable hosting infrastructure. Some records are generated because hosting and network systems cannot operate safely without technical logs.

4. Why we use personal information

We use personal information to respond to enquiries, assess orders, activate and administer services, create and manage accounts, process payments, issue invoices, provide billing and support, complete migrations, send service notices, maintain security, prevent fraud, investigate abuse, comply with law, resolve disputes, improve service quality, and operate our business.

Where appropriate, we may also use business contact information to send important account notices, renewal reminders, security alerts, platform updates, planned maintenance notices, product changes, and relevant service information. Marketing communications, where used, will be handled in accordance with applicable law and available opt-out choices.

5. Lawful bases

Depending on the context, we process personal information because it is necessary for contract performance, to take steps before entering into a contract, to comply with legal obligations, for our legitimate interests in running and securing our business, or on the basis of consent where consent is appropriate. Legitimate interests may include preventing abuse, securing infrastructure, responding to business enquiries, improving services, recovering debts, and communicating with business contacts about relevant services.

Where we rely on consent, you may withdraw consent at any time. Withdrawal of consent does not affect processing that took place before withdrawal, and it may not affect processing that continues under another lawful basis, such as legal compliance, contract performance, fraud prevention, or security logging.

6. Cookies and similar technologies

Our website and account systems may use cookies, local storage, session tokens, analytics tags, security cookies, and similar technologies. These may be needed to keep you signed in, remember preferences, protect forms from abuse, measure website performance, understand traffic sources, or support account and checkout functionality.

You can usually control cookies through your browser settings. Blocking some cookies may affect website functionality, account access, checkout, security checks, or support tools. Where legally required, we will request consent for non-essential cookies or provide appropriate choices.

7. Sharing information

We may share information with payment providers, hosting and infrastructure vendors, datacentres, network carriers, domain and certificate providers, software and control panel vendors, fraud prevention providers, email delivery providers, analytics providers, support platforms, technical contractors, professional advisers, debt recovery providers, insurers, group companies, or authorities where required by law or where reasonably necessary to operate and protect services.

We do not sell personal information. We require service providers to use personal information only for authorised purposes and to apply appropriate confidentiality and security measures. Some providers act as our processors, while others may act as independent controllers depending on the service and legal context.

8. Reseller and downstream customer information

Where you use our reseller, master reseller, alpha reseller, or white-label services, you may upload or otherwise process information about your own customers and users. In many cases, you will be the controller of that downstream customer information and we will process it as a hosting or infrastructure provider on your behalf. You are responsible for providing your own privacy notices, obtaining any required consents, responding to rights requests, and ensuring your use of the services complies with data protection law.

We may access downstream customer information where necessary to provide support, investigate abuse, maintain security, comply with law, or operate the service. We do not use your downstream customer data for our own marketing.

9. International transfers

Some service providers, support tools, software vendors, payment providers, or security services may operate outside the UK. Where personal information is transferred internationally, we will take appropriate steps to ensure the transfer is lawful and that personal information is protected through appropriate safeguards where required. These safeguards may include adequacy regulations, the UK International Data Transfer Agreement, the UK Addendum to EU standard contractual clauses, or other lawful mechanisms.

International transfer requirements may not apply to every technical routing event or every supplier relationship, but we will consider transfer rules where personal information is made available to a separate organisation outside the UK.

10. Retention

We keep personal information only for as long as reasonably necessary for the purposes described in this policy, including account administration, service delivery, tax and accounting requirements, fraud prevention, legal compliance, dispute management, audit, and security. Retention periods vary depending on the type of information, the relationship involved, and whether we need to preserve records for legal or operational reasons.

For example, support tickets may be retained to preserve service history and resolve future issues, billing records may be retained for accounting and tax purposes, security logs may be retained for investigation and platform protection, and deleted service data may remain in backups for a limited period until backup cycles expire. We may keep limited records after account closure where needed to evidence transactions, enforce terms, prevent abuse, or comply with law.

11. Security

We use administrative, technical, and organisational measures intended to protect personal information against unauthorised access, loss, misuse, alteration, or disclosure. These may include access controls, authentication measures, logging, supplier review, encryption where appropriate, staff procedures, malware monitoring, network controls, and incident response processes.

No system can be guaranteed to be perfectly secure. Customers remain responsible for their own passwords, devices, account permissions, website software, plugins, scripts, customer data, and administrative practices. You should notify us promptly if you suspect unauthorised access to an account or service.

12. Data breaches and incidents

If we identify a security incident involving personal information, we will assess the nature and impact of the incident and take appropriate steps to contain, investigate, and remediate it. Where legally required, we will notify affected customers, regulators, or individuals. If an incident affects data you control through our services, we may ask you to provide information, take remediation steps, or notify your own customers where required.

13. Your rights

Subject to applicable law, you may have rights to access, correct, erase, restrict, object to, or request portability of your personal information. You may also have rights in relation to automated decision-making where applicable. These rights are not absolute and may be limited by legal obligations, security needs, fraud prevention, contractual requirements, or the rights of others.

To exercise rights, contact privacy@liquidservers.example with enough information for us to identify you and understand the request. We may need to verify your identity before responding. If your request concerns a reseller or another customer that controls your information, we may direct you to that organisation or assist them in responding where appropriate.

14. Marketing choices

We may send service-related messages that are necessary for account administration, security, billing, maintenance, or contractual performance. These messages are not optional where they are necessary to provide or protect the services. Where we send marketing communications, you may opt out using the unsubscribe method provided or by contacting us.

Opting out of marketing does not stop essential account messages, security alerts, billing notices, maintenance notices, or responses to enquiries you send to us.

15. Children's information

Our services are intended for business users and are not directed at children. We do not knowingly collect personal information from children through our website or account systems. If you believe a child has provided personal information to us, please contact us so we can review and take appropriate action.

16. Links and third-party websites

Our website, support responses, or customer control panels may contain links to third-party websites, documentation, tools, or services. We are not responsible for the privacy practices of third parties. You should review their privacy notices before providing personal information to them.

17. Complaints

If you have concerns about how we handle personal information, please contact privacy@liquidservers.example first so we can try to resolve the issue. You may also have the right to complain to the UK Information Commissioner's Office if you believe your information has been handled unlawfully.

18. Updates

We may revise this privacy policy from time to time to reflect operational, legal, technical, supplier, or regulatory changes. The latest version displayed on the website will apply from its publication date. If changes are material, we may provide additional notice through the website, account area, or email where appropriate.