Privacy without the mystery.
This Privacy Policy explains how DuneHost collects, uses, stores and shares personal information when you visit our website, create an account, contact us, purchase a service or otherwise interact with DuneHost.
We aim to collect only the information reasonably required to provide, secure, support and improve our services.
Different services may require different information. For example, registering a domain requires information that is not needed simply to browse our website.
Information we may collect
Depending on how you use DuneHost, we may collect information such as:
- your name and contact details;
- email address and telephone number;
- company or organisation information;
- billing and transaction information;
- account and service information;
- domain-registration information;
- support tickets and correspondence;
- website-project content and files you provide;
- technical information such as IP address, browser and device data;
- security and access logs;
- information required to prevent fraud, abuse or unauthorised access.
We do not intentionally ask for information that is not reasonably required for the service or interaction in question.
How we use your information
We may use personal information to:
- create and manage your DuneHost account;
- provide hosting, domains and other services;
- process orders, renewals and payments;
- communicate about your services and account;
- respond to support requests and enquiries;
- deliver website-design and development projects;
- maintain security and investigate misuse;
- monitor service reliability and performance;
- maintain records required for business, accounting or legal purposes;
- improve our services and customer experience.
We do not sell personal information to advertisers.
Accounts, services & billing
When you create a DuneHost account or purchase a service, information relating to your account, orders, invoices, domains and services is maintained within our customer-management systems.
This information is used to provide services, generate invoices, process renewals, manage support and maintain an accurate history of your relationship with DuneHost.
Certain billing and transaction records may need to be retained even after a service has ended where necessary for accounting, legal, fraud-prevention or record-keeping purposes.
Support tickets & enquiries
Messages submitted through the DuneHost Contact page may be transferred into our customer-support system so that enquiries and replies can be managed in one place.
A support or enquiry record may include your name, email address, message contents, ticket history and related technical information.
Existing customers may also have support requests linked to their account and services so that we can respond with the appropriate context.
Please avoid sending passwords, private keys or other highly sensitive credentials through ordinary support messages unless we specifically request a secure method for providing them.
Domain registrations
Registering or transferring a domain may require us to provide registrant and contact information to the applicable registrar, registry or related service provider.
The exact information required depends on the domain extension and the rules of the relevant registry.
Domain-registration information may therefore be processed by organisations outside DuneHost where this is necessary to register, renew, transfer or manage the domain.
Website design & project information
When we work on a website or digital project, you may provide us with business information, branding, text, images, product information, account access or other materials required to complete the work.
We use project information to deliver the agreed work, communicate with you, prepare project records and provide ongoing services where applicable.
Where access credentials are required for a project, they should be limited to what is reasonably necessary and changed when appropriate after the work is complete.
Payment information
Payments may be processed through third-party payment providers.
DuneHost does not need to store your complete payment card number in order to operate normal card-payment processing.
Payment providers may process card details, transaction information, billing information and fraud-prevention data in accordance with their own privacy and security practices.
DuneHost may retain information about the transaction itself, such as payment status, amount, date and reference information.
Service providers
DuneHost uses third-party infrastructure and service providers where necessary to operate our business and deliver services.
These may include providers involved in:
- hosting and data-centre infrastructure;
- domain registration and registry services;
- payment processing;
- email delivery;
- security and network protection;
- service monitoring;
- software licensing and customer-management systems;
- backup and storage services.
We provide these organisations with information only where reasonably necessary for the relevant service, legal requirement or operational purpose.
Some providers may process information in countries other than the country in which you are located.
How long we keep information
We keep personal information only for as long as it is reasonably required for the purpose for which it was collected or where retention is necessary for legal, accounting, security or legitimate business purposes.
Retention periods therefore vary depending on the type of information.
For example, temporary technical logs may be retained for a shorter period than invoices, transaction records or records relating to an ongoing customer account.
Information may also remain temporarily within backup systems after it has been removed from active systems, until those backups expire through their normal retention cycle.
Keeping information secure
We use reasonable technical and organisational measures designed to protect DuneHost systems and personal information against unauthorised access, alteration, loss or misuse.
Measures may include access controls, authentication, encryption in transit, system monitoring, backups, software updates and other security controls appropriate to the service.
No internet-connected system can be guaranteed to be completely secure, so customers also remain responsible for protecting their passwords and account credentials.
Your information & choices
Depending on the circumstances and applicable law, you may be able to ask us to:
- confirm whether we hold personal information about you;
- provide access to certain personal information;
- correct inaccurate or incomplete information;
- delete information where there is no continuing reason for us to retain it;
- update your contact or account information;
- address concerns about how your information is being used.
Some requests may be subject to identity verification, legal requirements or information that we must retain for legitimate business, accounting or regulatory purposes.
Account information that can be edited through the Client Area should normally be updated there directly where possible.
Changes to this policy
We may update this Privacy Policy when our services, systems, providers or legal obligations change.
The latest version will be published on this page and the revision date at the top will be updated.
Where a change materially affects how existing customer information is handled, we will take reasonable steps to provide appropriate notice.
Privacy questions?
If you have a question about this Privacy Policy or how DuneHost handles information relating to you, contact us and we will help.
Contact DuneHost →