Hi-VPN is committed to protecting your privacy. We want you to understand what information we collect, what we don’t collect, and how we collect, use, and store information. We do not collect logs of your activity, including no logging of browsing history, traffic destination, data content, or DNS queries.
Our guiding principle toward data collection is to collect only the minimal data required to operate a world-class VPN service at scale. We designed our systems to not have sensitive data about our customers; even when compelled, we cannot provide data that we do not possess.
This privacy policy will help you understand how Heidi Technology, Inc. (“Hi-VPN,” “we,” “our,” or “us”) collects, uses, and stores information.
Hi-VPN collects three types of information:
This information is collected for the purpose of administering your Hi-VPN subscription and includes your name, email address, and payment information, which you submit on our order page when you subscribe for the Services.
Hi-VPN collects minimal information about usage in order to maintain excellent customer support and quality of service. The section below specifies in detail what information we collect. These statistics never include anything about what the user did with the VPN: no data about the contents or destinations of VPN traffic, no DNS queries.
App diagnostic data, which include crash reports, usability diagnostics, and VPN connection diagnostics, are anonymized and cannot be tied back to individual Hi-VPN users. This feature is similar to a “send bug report” option. Users can specify in the settings menu of any Hi-VPN App whether to send these data to us.
Hi-VPN collects personal information that you provide to us directly through the Site. We require that you provide personal information, such as an email address and payment information, in order to establish an Hi-VPN account, and so that we can email you, collect payments from you, and respond to support queries that you initiate. The specific information collected varies depending on the payment method you choose.
With some forms of payment, the Site may redirect you to the website of a third-party payment processor (namely PayPal, Stripe) to complete the transaction. To understand what personal information these processors collect and store, please refer to the respective processor's terms and privacy policy.
Hi-VPN uses your email address for the following reasons:
Hi-VPN uses your personal information only for the purposes listed in this Privacy Policy, and we do not sell your personal information to third parties.
We ensure that we never log browsing history, traffic destination, data content, IP addresses, or DNS queries. Therefore:
Should anyone try to compel Hi-VPN to release user information based on any of the above, we cannot supply this information because the data don’t exist.
In order to maintain excellent customer support and quality of service, Hi-VPN collects the following information related to your VPN usage:
We collect information related to which Apps and Apps version(s) you have activated. Knowing your current version of the Apps allows our Support Team to troubleshoot technical issues with you.
We collect minimal information assists us in providing technical support, such as identifying connection problems, providing country-specific advice about how to best use our Service, and to enable Hi-VPN engineers to identify and fix network issues.
We collect information regarding the total sum of data transferred by a given user. Although we provide unlimited data transfer, if we notice that a single user pushes more traffic than thousands of others combined, thereby affecting the quality of service for other Hi-VPN users, we may contact that user for an explanation.
We collect minimal usage statistics to maintain our quality of service. We’ve engineered our systems to categorically eliminate storage of sensitive data. We may know THAT a customer has used Hi-VPN, but we never know HOW they have utilized our Service. We stand by our firm commitment to our customers’ privacy by not possessing any data related to a user’s online activities.
With your permission, we collect anonymized app diagnostic data, which include crash reports, usability diagnostics, and VPN connection diagnostics. We use these data in our network operations tools to help optimize network speeds and to let us identify problems and areas for improvement related to specific apps, VPN servers, or ISPs. The information we receive is fully anonymized and cannot be tied back to individual Hi-VPN users (i.e., we do not store which user sent which data, and we do not store user IP addresses).
If you opt in to share this information with Hi-VPN, we will collect the following anonymized information:
Hi-VPN keeps records of any correspondence, questions, complaints, or compliments you submit to us through our Site or Services, along with our response. Depending on how you contact Hi-VPN, we may collect your email address and any additional information you provide to us. Having full correspondence records enables our staff to provide the best possible customer support experience.
We use two different third-party platforms for support correspondence: AWS for emails and support tickets, and Slack for live chat. When you correspond with us using these platforms, they will store your correspondence records—including your email address, as well as user and device attributes that help with troubleshooting, such as the country you are contacting us from and your device’s operating system. Both platforms utilize modern security practices and HTTPS encryption.
Hi-VPN uses best-in-class physical, procedural, and technical security with respect to our offices and information storage facilities so as to prevent any loss, misuse, unauthorized access, disclosure, or modification of information. Access to user information is restricted to staff who require such access to perform their job functions.
While we believe these systems are robust, it is important to understand that no data security measures in the world can offer 100% protection.
Servers are housed in data centers with strong security practices in our Public Cloud Vendor. None of these data centers require us to collect or store any traffic data or personal information related to your use of VPN Services. If any data center were to ask us to log such data, we would immediately cease operations with said data center and find alternative options.
A cookie is a small text file used to store information about your visit to the Site. Cookies let Hi-VPN optimize and improve the user experience of the Site by helping us deliver certain functionalities, such as website login and language settings. The cookies we use may vary over time as we continuously update and improve our Site.
You are free to change your cookie preferences at any time. You can do this in the settings panel for your browser. Depending on which browser and device you use, you may be able to control which cookies you allow, which cookies you want to block in the future, and delete cookies. For more information about these settings, please refer to the “help” section of your browser. Note that Hi-VPN’s Site may not work as intended if you choose to disable cookies.
The cookies set by Hi-VPN enable us to set your language preference, attribute visitors to a marketing channel, and, once you log in, securely show you information that is specific to your account. The cookies contain a user identifier, but no directly personally identifying information such as your name or email address, and do not track any activity outside of Hi-VPN’s domains.
Hi-VPN uses third-party services such as Google Analytics and Adwords. Cookies from such services are used to collect data for statistical reports. For example, we may generate reports regarding the amount of time users spend on the Site and the number of users who visit a particular page.
Hi-VPN uses Google AdWords remarketing to show advertisements on third-party websites (including Google) to users who have visited our Site. We may show such users advertisements on a Google search results page, or on a site in the Google Display Network.
Third-party vendors, including Google, use cookies to serve ads based on someone’s past visits to the Site. Any data collected will be used in accordance with our Privacy Policy and Google’s privacy policy. Users may opt out of Google’s use of cookies by visiting the Google Advertising Opt-out Page. Users may opt out of Google Analytics by visiting the Google Analytics Opt-out Page. Users may opt out of third-party vendor use of cookies by visiting the Network Advertising Initiative Opt-out Page.
A mobile identifier is an identifier provided by an Android or iOS device. It does not contain your name or email address. Hi-VPN uses mobile identifiers to generate statistics related to the marketing channels and advertising partners through which users learned about and signed up for Hi-VPN mobile apps.
Users may disable or reset the mobile identifiers associated with their devices at any time. For instructions, see Apple’s page on Advertising & Privacy on iOS devices and Google’s page on Managing your Google Settings on your Android device.
The Site may contain links to external websites that do not fall under Hi-VPN’s domain. Hi-VPN is not responsible for the privacy practices or content of such external websites.
By using the Site, Content, Apps, Software, or Services, you agree to have your information handled as described in our Terms of Service and Privacy Policy.
The Services are intended for adults aged 18 and above. If you believe your child has provided information to us, please let us know immediately.
Hi-VPN is committed to user privacy globally, and our existing practices reflect that through minimal collection of data and ensuring users have control over their personal information. The General Data Protection Regulation (GDPR) of the European Union (EU) requires us to outline those practices in a specific manner for users in the EU.
In line with the GDPR, we collect and process the data outlined in this Privacy Policy on one of the following bases, depending on the circumstances:
For the purposes of fulfilling our contractual obligations to users, including:
Providing users with the Services and Apps they have requested.
Managing user subscriptions and processing payments.
Providing customer support.
For a legitimate interest associated with the operation of our business, including:
Enhancing the quality, reliability, and effectiveness of our Site, Services, and Apps.
Communicating with customers to provide information and seek feedback related to our Services and Apps.
With the consent of users, which users can withdraw at any time.
You can exercise your rights under the GDPR to access, transfer, correct, delete, or object to the processing of your personal information by contacting us at support@heidi.cloud.
We may change our Privacy Policy from time to time, without prior notice to you, consistent with applicable privacy laws and principles. Your continued use of the Site or Services constitutes your acceptance of our Privacy Policy.
If you have any questions regarding our Privacy Policy and how we handle your information, please feel free to contact Hi-VPN at the following email address: support@heidi.cloud