1. Our approach
We want our proxies used lawfully. We act quickly on credible abuse reports, we take illegal material extremely seriously, and we cooperate with valid legal process. We also respect the privacy of our customers and only disclose what the law requires.
2. Reporting abuse
If you believe an address that belongs to us is being used to harm you or others, email [email protected] with:
- the IP address (or addresses) involved;
- the date and time, with time zone, of each incident;
- what you saw, for example logs or screenshots; and
- how we can contact you.
We investigate each report. Confirmed abuse ends the account responsible, as set out in our Acceptable Use Policy. We do not tell a reporter who the customer is.
3. Illegal material
We have zero tolerance for child sexual abuse material and for terrorism-related content. We close the account at once and report it to the appropriate authorities. If you come across such material, report it to the police or to the Internet Watch Foundation (iwf.org.uk), as well as to us.
4. Legal requests
We respond to valid legal process: a court order, warrant or equivalent from a court or authority with jurisdiction over us. Send it to [email protected]. Please include the legal basis for the request, the authority and jurisdiction it comes from, and the specific account, order, address or identifier. We review every request, may challenge ones that are too broad or unlawful, and only disclose what we actually hold and are required to provide. We may tell the customer concerned unless the law or the request prevents it.
In an emergency involving a risk to life, mark the request urgent and give enough detail for us to assess it.
5. What information we hold
- Account details: Discord ID and username, email address, and account activity.
- Orders, invoices and payment references (Stripe holds the card details, not us).
- Sign-in and security records: the network address and browser description recorded when you sign in or take sensitive actions.
- Proxy account references, data balances and expiry dates, and which addresses were assigned to which order, and when.
- Usage totals for your account.
6. What we do not hold
- We do not record the websites you reach through your proxies. Our infrastructure partners may keep their own connection records, such as destinations and usage, under their own policies.
- We do not hold the content of your traffic.
- We do not hold full card numbers.
7. How long we keep information
See the table in our Privacy Policy. Information that is the subject of a legal request, an investigation or a dispute may be kept for longer while it is needed.
8. Response targets
We aim to acknowledge abuse reports and legal requests within 2 working days. Fully dealing with a request can take longer depending on what is asked for.