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Privacy Policy for PineRiver

Here you can read about how we process your personal data, what data we collect, why we do it, and what rights you have when you use our website and services.

Our Commitment to Your Privacy

At PineRiver, we value your privacy and are committed to protecting your personal data in accordance with applicable law, including the EU's General Data Protection Regulation (GDPR). This privacy policy explains how we, as data controller and data processor, collect and use the personal data you leave and/or provide when you visit our website and use our various services. Our data processing is based on principles of lawfulness, transparency, and data security.

1. Data Controller and Contact Information

The company responsible for processing your personal data is:

PineRiver
CVR: DK41080841
Address: Ronjasvej 18, 9380, Vestbjerg
E-mail: mail@pineriver.dk
Phone: +45 51 89 39 40

If you have questions about our processing of your information, you are always welcome to contact us.

2. Our Roles: Data Controller and Data Processor

As a hosting company, we have two fundamental roles in data processing. It is important to understand the difference:

2.1 PineRiver as Data Controller

We are the data controller for the information we collect about you in connection with the administration of your customer relationship. This applies when you create an account, purchase services, communicate with our support, and visit our website. This privacy policy primarily describes these processing activities.

2.2 PineRiver as Data Processor

We are the data processor for the data you store on our services (Game servers, VPS, Webhosting, Dedicated servers). This includes, for example, files, databases, emails, and all other content you upload. Here, you as the customer are the data controller, and our processing is done solely on your behalf and according to your instructions. The relationship between you as the data controller and us as the data processor is regulated by a separate data processing agreement, which is part of our terms and conditions.

3. Processing of Personal Data and Legal Basis

Below we specify what data we collect, for what purposes, and on what legal basis.

3.1 When you visit our website

Data: Your IP address, technical information about your computer/device, browser type, geographic location (country/city), and which pages you click on (behavior).
Purpose: To optimize the user experience, compile traffic statistics, improve our website, and for targeted marketing.
Tools: We use cookies to operate functions and collect data via Google Analytics, Google Ads, and Microsoft Clarity.
Legal Basis: Our legitimate interest (GDPR Art. 6(1)(f)) in maintaining a functional and optimized website, as well as your explicit consent (GDPR Art. 6(1)(a)) to analysis and marketing cookies via our cookie banner.

3.2 When you communicate with us

Data: Name, email address, phone number, and the content of your inquiry via contact form, email, or our live chat (Chatwoot).
Purpose: To be able to answer your questions, provide support, and deliver the service you request.
Legal Basis: Our legitimate interest (GDPR Art. 6(1)(f)) in providing good customer service, as well as the performance of a contract or pre-contractual measures (GDPR Art. 6(1)(b)).

3.3 When you create an account and purchase services

Data: Name, address, email, phone number, CVR number (for businesses), selected products, order history, payment information (we never store card numbers, only the transaction ID from the payment processor), and your IP address upon creation and login. This data is managed in our customer system (WHMCS).
Purpose: To create and manage your customer account, deliver the ordered products (e.g., servers and domains), invoice correctly, and prevent fraud.
Legal Basis: Performance of the contract you have entered into with us (GDPR Art. 6(1)(b)), as well as our legal obligations under, among others, the Danish Bookkeeping Act (GDPR Art. 6(1)(c)).

4. Disclosure to Third Parties (Data Processors)

We do not disclose your personal data to arbitrary third parties. Disclosure only occurs when it is necessary to provide our services or to comply with legal requirements. We use a number of third-party suppliers (data processors) who process data on our behalf. We have entered into data processing agreements with all our data processors to ensure the protection of your data.

4.1 Categories of Data Processors

Your data may be processed by the following types of data processors:
- Customer Administration: For handling customer and billing information (WHMCS).
- Server Operation and Infrastructure: For operating the server panels that control your services (Pterodactyl, Virtualizor).
- Domain Registration: For registering domain names on your behalf (e.g., DK Hostmaster, ICANN-accredited registrars).
- Payment Processors: For the secure processing of your payments (e.g., Stripe, PayPal).
- Analytics and Marketing: For analyzing website traffic and measuring ad performance (Google, Microsoft).
- Communication and Support: For handling live chat and support inquiries (Chatwoot).

4.2 Transfer to countries outside the EU/EEA

When using tools like Google Analytics, Google Ads, and Microsoft Clarity, your personal data (typically IP address and user behavior) may be transferred to data centers in the USA. Such transfers are based on the EU Commission's Standard Contractual Clauses (SCCs) or the EU-U.S. Data Privacy Framework, which ensure an adequate level of protection.

5. Storage Period (Data Deletion)

We store your personal data for as long as it is necessary to fulfill the purposes for which it was collected.
- Customer Information: As long as you are an active customer with us. Upon termination, the information is deleted after a reasonable period, unless we are legally obligated to store it.
- Accounting Material: Invoices and payment data containing personal information are stored for 5 years plus the current financial year in accordance with the Danish Bookkeeping Act.
- Support Inquiries: Correspondence via email and chat is typically stored for up to 2 years for the purpose of history in support cases.
- Analytics Data: Anonymized or pseudonymized data for statistics may be stored for a longer period (e.g., 26 months in Google Analytics).

6. Data Security

We take your data security very seriously. We have implemented both technical and organizational measures to protect your information against accidental or unlawful destruction, loss, alteration, unauthorized disclosure, or misuse. This includes, among other things, SSL encryption on our website, updated firewalls, access control, two-factor authentication for administrators, and clear internal procedures for data processing. In the event of a data breach, we will notify the affected parties and the Danish Data Protection Agency (Datatilsynet) in accordance with applicable law.

7. Your Rights as a Data Subject

Under the General Data Protection Regulation, you have a number of rights in relation to our processing of your information:

7.1 Right of access

You have the right to gain access to the information we process about you, as well as a range of additional information.

7.2 Right to rectification

You have the right to have incorrect information about yourself corrected.

7.3 Right to erasure ('right to be forgotten')

In special cases, you have the right to have information about you deleted before the time of our general general deletion occurs.

7.4 Right to restriction of processing

In certain cases, you have the right to have the processing of your personal data restricted. If you have the right to have processing restricted, we may in the future only process the information – apart from storage – with your consent, or for the establishment, exercise or defense of legal claims, or to protect a person or important public interests.

7.5 Right to object

In certain cases, you have the right to object to our otherwise lawful processing of your personal data.

7.6 Right to data portability

In certain cases, you have the right to receive your personal data in a structured, commonly used and machine-readable format and have the right to transmit those data to another controller without hindrance.

7.7 Right to withdraw consent

If our processing of your data is based on your consent, you have the right to withdraw your consent at any time. This does not affect the lawfulness of processing based on consent before its withdrawal.

7.8 Right to complain

You have the right to lodge a complaint with the Danish Data Protection Agency (Datatilsynet) if you are dissatisfied with the way we process your personal data. You can find the contact details of the Data Protection Agency at www.datatilsynet.dk.

By using PineRiver's services, you accept our current terms and conditions. This privacy policy is an integral part of understanding how we handle your data in this context.

This privacy policy was last updated on 01/08/2025.

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