Privacy Policy

1. What we collect

We collect only what we need to sell, deliver and support our services:

• Account and contact details — name, email address and optional phone number, whether you create a member account or check out as a guest.
• Order and subscription records — what you bought, plan term and connections, order totals, payment method used, delivery details and renewal dates.
• Rewards and referral activity — points earned or spent, your referral code and referrals attributed to it.
• Support content — support tickets, live chat messages and any information you choose to include in them.
• Approximate visitor location — derived from your IP address to give our team an operational picture of site traffic. We do not store precise location and do not use it to profile you.
• Analytics events — pages viewed, general device/browser information and interactions with the site. Admin pages are excluded from analytics.
• Email engagement — whether a marketing message was delivered, opened, clicked, bounced or reported as spam, so we can keep our list clean.

2. Why we collect it

To activate and support your subscription, ship hardware, issue invoices and renewal reminders, apply rewards and referrals, answer support tickets and chat messages, prevent fraud and abuse, understand which pages actually help people, and send marketing email to people who asked for it.

We rely on performing our contract with you for order and service data, and on our legitimate interest in running and securing the business (or your consent, where required) for analytics and marketing.

3. Who processes it

We do not sell your personal information. We share it only with the providers we need to operate:

• PayPal — payment processing. Card details are handled by PayPal and never reach our servers.
• Cryptocurrency networks — crypto payments are recorded on a public blockchain that we do not control.
• Resend — delivery of transactional email (invoices, credentials, reminders) and marketing campaigns, including engagement events.
• PostHog — product analytics for site usage.
• Supabase — our hosted database and authentication provider, where account, order, chat and subscriber records are stored.
• Discord — internal team alerts only (for example a new chat message or a new visitor ping). These alerts go to our private staff channel, not a public one.
• Shipping carriers — name and delivery address for hardware orders.

4. Cookies and local storage

We use essential cookies and browser local storage to keep you signed in, remember your cart, and hold a random chat token so a live chat conversation stays attached to your browser. Analytics uses a first-party identifier to count visits.

We do not run advertising trackers or sell data to ad networks. You can clear cookies and local storage in your browser at any time; doing so will sign you out and empty your cart.

5. Marketing email and opt-out

Every marketing email includes a one-click unsubscribe link. Clicking it immediately marks you as unsubscribed and we stop sending campaigns to that address — no reply or login needed.

Unsubscribing does not stop transactional email: you will still receive invoices, credentials, delivery notices and renewal reminders for orders you place, because those are part of the service you bought.

Addresses that hard-bounce or report a message as spam are automatically suppressed from future sends.

6. Data retention

Order, invoice and subscription records are kept for as long as needed for accounting, tax and dispute purposes (typically seven years). Account profiles are kept while your account is open. Chat transcripts and support tickets are kept for up to two years. Analytics events are kept in aggregate-friendly form for up to two years. Unsubscribed email addresses are retained in a suppression list so we do not accidentally email you again.

7. Security

Data is stored in an encrypted, access-controlled database protected by row-level security, so members can only read their own records and administrative data is restricted to authorised staff accounts. Traffic to this site is encrypted in transit. No system is perfectly secure, but we take reasonable steps to protect your information and to limit who inside the business can see it.

8. Your rights and choices

You can update your profile at any time from your account, unsubscribe from marketing with one click, and request a copy of your data, correction of it, or deletion of your account and data by emailing support@snowmediaent.com. We may need to verify your identity, and we may retain records we are legally required to keep.

Depending on where you live, you may also have the right to complain to your local data protection authority.

9. Historic order data

Orders placed on our previous store were migrated so your purchase history stays intact. That archive is visible only to you when signed in with the matching email address, and to our staff.

10. Children

Our services are not directed at children under 13 and we do not knowingly collect personal information from them. If you believe a child has given us information, email support@snowmediaent.com and we will delete it.

11. Changes to this policy

We may update this policy as our services change. The “Last updated” date above reflects the current version, and material changes will be announced on this site.

12. Contact

Privacy questions or requests: support@snowmediaent.com.