1. Who we are
The Clouders is responsible for the personal information described in this policy. Where data-protection laws such as the GDPR or UK GDPR apply, we act as the "controller" of personal information about website visitors, prospective customers and customer contacts.
Contact for privacy questions: support@theclouders.com.
2. Information we collect
When you contact us
If you email us or use our contact form, we receive the details you provide — typically your name, email address, company, the server line you're interested in, any server reference and your message. On this website the contact form prepares an email in your own email application, so the message reaches us only when you send it.
When you become a customer
To provide Services we process account details (name, email, company, billing address), billing and payment records, order history, and the records of support conversations.
When you visit the website
Our web server automatically records standard access logs for each request: IP address, date and time, the page requested, the referring page and your browser's user-agent string. We use these logs to operate and secure the website and to investigate abuse.
The website does not use analytics, advertising or tracking technologies. See our Cookie Policy.
When you use live chat
The chat widget on our website is provided by Crisp. If you chat with us, we receive your messages and any details you choose to share, such as your name or email address, together with technical information Crisp collects to deliver the chat (for example your browser, approximate location from your IP address and the page you were on). We use this to answer your questions and provide support.
Data on your servers
Customer Content stored on your servers is under your control. We do not access it except as needed to provide support you request, to maintain or secure the Services, or where required by law. If your server stores personal information about others, you are responsible for that processing.
3. How we use information
- To answer enquiries and prepare quotes.
- To provide, bill for and support the Services.
- To keep our website, network and Services secure, and to prevent abuse.
- To meet legal, tax and accounting obligations.
- To send service notices about your account (we do not send marketing email without your consent).
4. Legal bases
Where the GDPR or similar laws apply, we rely on: contract (to provide Services you've ordered or asked us to quote for); legitimate interests (to answer enquiries, secure our systems and improve our Services); legal obligation (for tax and accounting records); and consent where we ask for it, which you can withdraw at any time.
5. Sharing
We do not sell personal information. We share it only with service providers who help us operate — such as payment processing, email, live-chat (Crisp) and infrastructure providers — under contracts that protect it, and where required by law. A list of our current service providers is available on request from support@theclouders.com.
6. International transfers
If personal information is transferred outside the country where it was collected, we use appropriate safeguards required by applicable law, such as standard contractual clauses.
7. Retention
We keep personal information only as long as needed for the purposes above. Billing records are kept for the period required by tax law. Web server logs are kept for a limited period for security purposes.
8. Security
We protect personal information with technical and organisational measures appropriate to the risk, including encrypted connections (HTTPS) to this website and restricted access to customer records.
9. Your rights
Depending on where you live, you may have the right to access, correct, delete or export your personal information, to object to or restrict certain processing, and to withdraw consent. To exercise these rights, email support@theclouders.com. You may also complain to the data-protection authority where you live.
10. Children
Our Services are intended for businesses and adults. We do not knowingly collect personal information from children.
11. Changes
We may update this policy from time to time. Any changes will be published on this page.
12. Contact
The Clouders
theclouders.com
Sales: sales@theclouders.com
Support and all other enquiries: support@theclouders.com