Privacy Policy

Privacy Policy

This Privacy Policy explains how lumio Networks ("lumio", "we", "us", or "our") collects, uses, shares, and protects information when you visit our website, create an account, place an order, use our client area, open a support ticket, or use our hosting services.

1. Information we collect

We may collect the following categories of information:


Account information: name, company name, email address, phone number, billing address, tax details where applicable, account username, authentication details, and communication preferences.

Billing information: invoices, payment status, transaction identifiers, fraud-screening results, chargeback records, and limited payment details provided by payment processors. We do not intentionally store full card numbers unless a payment provider makes them available in tokenized or masked form.

Service information: service identifiers, plan selections, provisioning status, assigned network details, remote access details, support handoff records, usage metadata, and service configuration needed to deliver and maintain the service.

Support information: support tickets, chat or email messages, troubleshooting details, screenshots or logs you provide, verification information, and records of support actions.

Security and log information: IP addresses, login timestamps, browser and device information, access logs, network events, abuse reports, authentication events, and security alerts.

Website information: pages visited, referring pages, cookies, analytics identifiers, language settings, and similar technical data.


2. How we use information

We use information to:


create and manage accounts;

process orders, invoices, payments, renewals, refunds, and cancellations;

provision, deliver, maintain, secure, and support services;

respond to tickets, verify requests, and provide customer support;

detect fraud, abuse, unauthorized access, malware, spam, policy violations, and network threats;

communicate about service updates, maintenance, invoices, policy changes, and security issues;

improve our website, client area, products, support processes, and documentation;

comply with legal obligations, provider requirements, accounting rules, tax requirements, and lawful requests.


3. Cookies and analytics

We may use cookies, local storage, session identifiers, analytics tools, fraud-prevention tools, and similar technologies to operate the website and client area, remember preferences, maintain secure sessions, understand usage, and protect against abuse. You may control cookies through your browser settings, but disabling cookies may prevent parts of the website or client area from working properly.

4. Payment processing

Payments may be processed by third-party payment providers. Those providers process payment information under their own terms and privacy notices. lumio receives information needed to record payment status, reconcile invoices, handle billing support, and investigate fraud or disputes.

5. When we share information

We do not sell personal information. We may share information with:


hosting, network, data-center, security, monitoring, email, billing, accounting, payment, fraud-prevention, and customer-support providers that help us operate the services;

professional advisers such as lawyers, accountants, auditors, and insurers;

law enforcement, regulators, courts, or other parties where we believe disclosure is required by law or necessary to protect rights, safety, security, or service integrity;

another business in connection with a merger, acquisition, financing, reorganization, sale of assets, or similar transaction;

other parties with your direction or consent.


6. Service access and customer content

Customer content may include source code, project files, certificates, test data, application files, logs, credentials, or other materials you place on a service. We do not use customer content for advertising. We may access customer content or service environments only when reasonably necessary to provide support, provision or maintain service, investigate abuse, protect security, comply with law, or enforce our terms.

You should not store sensitive personal information, regulated data, payment card data, protected health information, or highly confidential third-party data on the service unless your plan and written agreement expressly support that use and you have implemented appropriate safeguards.

7. Security

We use reasonable administrative, technical, and organizational measures designed to protect information against unauthorized access, loss, misuse, alteration, and disclosure. No system can be guaranteed completely secure. You are responsible for protecting your account credentials, SSH keys, remote access credentials, certificates, signing materials, and customer-side backups.

8. Retention

We retain information for as long as needed to provide services, manage accounts, comply with legal, tax, accounting, security, fraud-prevention, and dispute-resolution obligations, and enforce our agreements. After cancellation or termination, service data may be deleted according to our operational retention practices. We may retain invoice, ticket, log, and security records where reasonably necessary.

9. International processing

Information may be processed in countries where lumio, our providers, or our customers operate. Data-protection laws may differ from the laws in your location. By using the services, you understand that information may be transferred and processed outside your state, province, or country, subject to applicable law.

10. Your choices and rights

You may update many account details through the client area. Depending on your location, you may have rights to request access, correction, deletion, restriction, objection, portability, or withdrawal of consent. We may need to verify your identity before responding. Some information may be retained where required for billing, security, legal, tax, abuse-prevention, or dispute-resolution purposes.

11. Marketing communications

We may send service-related messages, invoice notices, maintenance notices, security notices, and policy updates. These transactional messages are part of the service and may not be optional. Marketing emails, if used, will include an unsubscribe or preference-management method where required by law.

12. Children

Our services are not intended for children under 13, and we do not knowingly collect personal information from children under 13. If you believe a child has provided personal information to us, please contact us so we can review and take appropriate action.

13. Third-party links and services

Our website, client area, tickets, or documentation may link to third-party websites or services. We are not responsible for the privacy practices, security, content, or terms of third-party services.

14. Changes to this policy

We may update this Privacy Policy from time to time. The updated version will be posted with a new effective date. Continued use of the services after an update becomes effective means the updated policy applies to your use.

15. Contact

Privacy questions and requests should be sent through the lumio Networks client area, support ticket system.