Privacy Policy

Effective Date: 07 September 2025 (07/09/2025)
Last Updated: 05 September 2025 (05/09/2025)

At ProRedLine, we value your privacy. This policy explains how we collect, use, and protect your personal information.

1. Data We Collect

  • Account Information: Name, address, email, phone number (optional), IP address, and (for Business Customers) company details and VAT number.
  • Order Information: Payment details and order history (processed via WooPayments/Stripe and Klarna; ProRedLine does not store full card details).
  • Usage Data: Information on server usage, interactions with our Control Panel (Pterodactyl), and the Billing Portal (my.proredline.com).
  • Cookies: We use cookies to improve your experience and collect data on website usage for analytics and security purposes. See our Cookie Policy for full details.
  • Support-related Data:
    • Encrypted login data submitted voluntarily for troubleshooting.
    • Ticket metadata (timestamps, status changes, PDF downloads).
    • Satisfaction survey responses, linked to the customer’s name and support ticket for internal service quality evaluation.
  • Profile Images: You may optionally upload a profile image associated with your account.
  • Account & Login: Creating and accessing an account is only possible via my.proredline.com.

We collect and process data solely from customers within the European Union. Customers outside the EU are not eligible to use our services.

2. How We Use Your Data

We use collected data for the following purposes:

  • To process and fulfill orders and payments.
  • To provide customer support via our ticket system and integrated channels (including email piping and WhatsApp support).
  • To maintain and improve our services, infrastructure, and security.
  • To comply with legal obligations (e.g., tax retention requirements).
  • To generate downloadable PDF reports of tickets (on request).
  • To store encrypted credentials for technical support and delete them after closure.
  • To assess and improve support quality via linked feedback and surveys.

3. Legal Basis for Processing

We process data under the following GDPR bases:

  • Performance of a contract (Article 6(1)(b)) – providing ordered services.
  • Compliance with legal obligations (Article 6(1)(c)) – e.g., bookkeeping.
  • Legitimate interests (Article 6(1)(f)) – improving services, preventing abuse.
  • Consent (Article 6(1)(a)) – for optional analytics, marketing, and cookies.

4. Data Protection

We implement firewalls, antivirus software, and secure storage to protect your data.

  • Data is retained only as long as necessary for legal and operational purposes.
  • In the event of a data breach, affected customers will be notified within 72 hours.
  • Separation of duties: only authorized staff access customer data.
  • Encrypted Credentials Storage:
    • Credentials shared through the ticket system are encrypted before storage and can only be accessed by authorized personnel. They are used exclusively for resolving the related ticket and are purged after resolution or cancellation of said ticket.
    • In case of a breach, customers and authorities will be notified within 72 hours if required under GDPR.

5. Data Retention Periods

We retain your data for the following periods:

  • Inactive accounts: Retained for 12 months.
  • Pending orders: Retained for 7 days.
  • Failed orders: Retained for 7 days.
  • Cancelled orders: Retained for 60 days.
  • Completed orders: Retained for 7 years (legal obligation).
  • Stripe data: Retained for 7 years (legal obligation).
  • Personal support ticket details: Retained for 12 months.
  • Deleted support tickets: Retained for 30 days.
  • Encrypted credentials: Retained until the ticket is marked as ‘closed’ or ‘cancelled’.
  • Satisfaction survey responses: Satisfaction survey responses are stored in connection with your name and ticket ID for a period of 12 months. After 12 months, all personal identifiers (such as name, email, and IP addresses) are removed, and the feedback is anonymized for statistical purposes.
  • Ticket PDFs (user/agent-generated): Ticket PDFs (user/agent-generated): Not stored by ProRedLine. These documents are generated only upon the user’s request. If the user is unable to download the ticket summary, support agents may generate and send the PDF via email upon request. The PDF will not be stored by ProRedLine or its staff after it has been sent, unless explicit consent is provided by the customer for temporary retention (e.g., for follow-up purposes).

All data will be either deleted or anonymized once the retention period has expired.

6. Your Rights

  • Access, correct, or delete your personal data.
  • Withdraw consent for data processing at any time.
  • File a complaint with a data protection authority.

7. Sharing Data

We do not sell your data. We only share with essential processors:

  • Contabo GmbH (Germany, EU) – servers & object storage.
  • WooPayments / Stripe / Klarna – payment processors.
  • cPanel/WHM (self-hosted) – for web hosting.
  • Pterodactyl (self-hosted) – for app/game servers.
  • Wordfence Security / Really Simple Security – security and logging.
  • Google Analytics (via Site Kit), Jetpack, Google for WooCommerce – analytics.
  • WP Mail SMTP, Notification – email delivery.
  • SupportCandy – ticketing system.
  • OpenProvider – Explained in article 8 of this Privacy Policy.

All processors are bound by strict confidentiality and GDPR-compliant contracts. If you use ProRedLine services to process personal data as a Controller, a Data Processing Agreement (DPA) is available upon request.

We will update the list of subprocessors in this Privacy Policy; material changes will be communicated via our website or email.

8. Domain Registration

If you register a domain through ProRedLine, we share your registration data with OpenProvider (Netherlands, EU) as our accredited registrar partner. OpenProvider may transmit the required data to the relevant registry (e.g., SIDN for .nl, Verisign for .com).

The categories of data shared typically include: full name, company name, address, email, phone number, VAT number, and Chamber of Commerce (KVK) details (for business customers).

For most domain extensions, personal details of private individuals are kept private by default (WHOIS privacy). For business domain registrations, certain details (e.g., company name and email) may be publicly visible in the WHOIS database in line with registry requirements. OpenProvider acts as a sub-processor and processes registration data solely for the purpose of fulfilling the domain registration with the relevant registry.

9. Internal ProRedLine Plugins

We use internally developed plugins within our WordPress multisite for automation and service management. These include:

  • PRL Delete Unverified Accounts: automatically deletes unverified accounts after 7 days.
  • PRL Incident/Maintenance System: manages incidents and maintenance.
  • PRL Product Configurator WooCommerce: displays product options and configurations.
  • PRL Renewal Auto-Completed: processes renewal order statuses.
  • PRL Renewal Scheduler: schedules renewal orders for subscriptions.

These plugins operate solely within ProRedLine’s systems, do not transfer data to external parties, and process only customer data already provided.

10. Children’s Privacy

Our services are not intended for individuals under the age of 16. We do not knowingly collect data from children.

11. Data Access and Deletion Requests

You can request access to or deletion of your personal data at any time by opening a ticket at support.proredline.com.
Use the appropriate category:

  • Export Personal Data Request — for an overview of stored data.
  • Erase Personal Data Request — to delete your data across all ProRedLine systems (except data we are legally required to retain).

Requests are processed manually and carefully.
Once confirmed:

  • Deletion or export will begin as soon as possible
  • Requests will be completed within 30 days, unless there is an active subscription that must be concluded first

12. International Data Transfers

Data is primarily stored in the EU (Germany). If transfers occur outside the EEA (e.g., by sub-processors like Stripe), they are secured via Standard Contractual Clauses (SCCs) or equivalent safeguards.

13. Data Analysis and Monitoring

  • We may monitor network traffic and server activities to ensure the security and integrity of our services, as well as to comply with legal obligations.
  • We monitor network traffic and server activity for: security, compliance with AUP, incident response.
  • Any personal data obtained during monitoring will be processed in accordance with applicable privacy laws and used solely for security purposes.

14. Use of Our Mobile App

Our mobile app is managed by ProRedLine and provides the following features:

  • Displaying web pages
  • Local data storage via local DataBase (TinyDB)
  • Push notifications (if enabled)
14a. What Data Do We Collect?

When using our app, we may process the following data:

  • Device ID (for notifications, if enabled)
  • IP address (if a web page records it)
  • User preferences (stored in TinyDB, only locally on the device)

We do not collect any personal data, unless the user manually enters it in the app or on a web page.

14b. Why Do We Collect This Data?
  • To ensure the app functions properly
  • To send notifications (if allowed)
  • To remember user preferences (via TinyDB)
14c. Permissions & User Rights

By installing and using the app, the user grants permission for the processing of this data.
Users have the right to:

  • View, correct, or delete their data
  • Withdraw consent for notifications via the app settings
14d. Use of Third-Party Services

Our app may load web pages that use third-party services (such as cookies and tracking). We recommend reading the privacy policy of these services.

14e. Data Storage & Security

All user data stored by the app remains local on the user’s device via TinyDB. We do not store any app data on external servers.

14f. How to Delete Your App Data

Users have the ability to delete their app data at any time. This can be done in two ways:

  1. Within the App
    You can delete your data by going to the app settings. Here, you will find the option to clear app data. This will remove all locally stored information, such as preferences and settings saved in TinyDB.
  2. Via Android Settings
    You can also delete the app’s data through your Android device’s settings. To do this:
    – Go to Settings on your device
    – Tap on Apps or App Management
    – Find and select the “ProRedLine” app
    – Tap Storage
    – Choose Clear Data or Clear Storage to remove all data associated with the app

This does not affect data stored on ProRedLine systems such as account details, which can be erased through a support request as described in section 11.

15. Changes to the Privacy Policy

ProRedLine reserves the right to modify this Privacy Policy at any time. Changes will be communicated via our website, and continued use of our services constitutes acceptance of the updated policy.

For questions or concerns about this policy, contact us at info@proredline.com.