Privacy Policy

This Privacy Policy defines how FixPing LLC (the "Company", "We", "Us") collects, uses, and protects information received from users of the site https://fixping.com (the "Site") and all products and services offered by FixPing, including the FixPing software.

To request deletion of your FixPing account and associated personal data, see Account and Data Deletion.

01 Information We Collect

We collect personal information that you voluntarily provide to us when you register on the Site, express an interest in obtaining information about us or our products, or when you contact us.

• Personal Data: Name, email address, and billing information (processed securely via third-party processors like Stripe).
• Technical Data: IP address, browser type, device information, and network performance data (latency/ping) required for the FixPing software to optimize your connection.
• Cookies: We use "cookies" to enhance user experience. You can manage cookie preferences in your browser settings.

02 Data Retention

We retain personal information only for as long as reasonably necessary to provide the Service, comply with our legal obligations, resolve disputes, enforce our agreements, prevent fraud and abuse, and maintain the security and reliability of the Service.

Our retention periods depend on the type of information and the purpose for which it is processed:

Account information

Email address, username, and account settings are retained for as long as your account remains active. Account deletion requests are handled within seven (7) calendar days after account ownership has been verified, as described in Account and Data Deletion. Limited information may be retained where necessary for legal, security, tax, accounting, fraud prevention, or dispute resolution purposes, as described below.

Payment-related information

Transaction identifiers, subscription or purchase history, payment status, invoice records, and limited billing metadata may be retained for up to seven (7) years or longer if required by applicable tax, accounting, anti-fraud, or legal obligations. FixPing does not store full payment card numbers. Card payments are processed by our payment processor.

Technical logs

IP addresses, device information, browser information, authentication logs, and security logs are generally retained for up to one hundred eighty (180) days, unless a longer retention period is necessary for security, fraud prevention, abuse investigation, legal compliance, or dispute resolution.

Network performance data

Across all FixPing applications, latency measurements and route-selection parameters sent to our servers are processed only in memory for real-time calculations and are not retained after the request is completed.

Support communications

Emails, tickets, Discord support messages, and related correspondence may be retained for up to three (3) years after the last interaction, unless a longer period is required for legal, security, fraud prevention, or dispute resolution purposes.

Cookie and analytics data

Retained according to the lifespan of the relevant cookie or analytics tool, unless deleted earlier by the user or required by applicable law.

When personal information is no longer needed, we will delete, anonymize, or securely retain it only as required by applicable law or legitimate business purposes.

03 Additional Rights for EEA / UK Users (GDPR)

If you are located in the European Economic Area, the United Kingdom, or another jurisdiction with similar data protection laws, you may have the following rights regarding your personal information:

• The right to access the personal information we hold about you.
• The right to request correction of inaccurate or incomplete personal information.
• The right to request deletion of your personal information, subject to legal, contractual, security, fraud prevention, and legitimate business retention requirements.
• The right to request restriction of processing in certain circumstances.
• The right to object to processing based on our legitimate interests.
• The right to data portability, where technically feasible and legally required.
• The right to withdraw consent at any time where we rely on your consent. Withdrawal does not affect the lawfulness of processing based on consent before it was withdrawn.
• The right to lodge a complaint with a data protection supervisory authority in your country of residence, place of work, or the place where you believe a violation occurred.

To exercise your rights, contact us at support@fixping.com. We may need to verify your identity before responding to your request. We will respond within the time period required by applicable law.

04 California Privacy Rights (CCPA)

If you are a California resident, you may have certain rights under the California Consumer Privacy Act, as amended by the California Privacy Rights Act.

Subject to applicable exceptions, California residents may have the following rights:

• Right to Know. You may request that we disclose the categories and specific pieces of personal information we have collected about you, the categories of sources, the purposes for collecting it, the categories of third parties with whom we disclose it, and the categories of personal information disclosed.
• Right to Delete. You may request that we delete personal information we have collected from you, subject to applicable legal, security, fraud prevention, accounting, tax, and business exceptions.
• Right to Correct. You may request that we correct inaccurate personal information that we maintain about you.
• Right to Opt Out of Sale or Sharing. FixPing does not sell your personal information. FixPing also does not share personal information for cross-context behavioral advertising as defined under the CCPA, unless expressly stated otherwise in this Privacy Policy.
• Right to Limit Use and Disclosure of Sensitive Personal Information. FixPing does not use sensitive personal information for purposes other than those reasonably necessary to provide the Service, process payments, secure user accounts, prevent fraud or abuse, comply with law, or perform other purposes permitted by applicable law.
• Right to Non-Discrimination. We will not discriminate against you for exercising your privacy rights.

To exercise your California privacy rights, contact us at support@fixping.com. You may also authorize an agent to submit a request on your behalf, subject to verification required by applicable law.

05 Data Security and Third-Party Sharing

We implement appropriate technical and organizational security measures to protect your data.

• Third-Party Processors: We share information with service providers (e.g., Stripe for payment processing, AWS / cloud providers for infrastructure) only as necessary to provide our services.
• No Sale of Data: We do not sell, rent, or lease your personal data to third parties for marketing purposes.

06 International Data Transfers

FixPing is operated from the United States and may use service providers located in the United States, the European Economic Area, and other countries. As a result, your personal information may be transferred to, stored in, or processed in countries other than the country where you reside.

These countries may have data protection laws that differ from those in your jurisdiction. When we transfer personal information internationally, we take reasonable steps designed to protect your information in accordance with this Privacy Policy and applicable data protection laws.

Where required by applicable law, we rely on appropriate transfer safeguards, which may include Standard Contractual Clauses, data processing agreements, adequacy decisions, contractual commitments from service providers, technical and organizational security measures, or other lawful transfer mechanisms.

By using the Service, you understand that your personal information may be processed in the United States and other countries where FixPing or its service providers operate.

07 Privacy Contact

FixPing has not appointed a Data Protection Officer unless required by applicable law. For privacy-related questions, requests, or complaints, you may contact us at:

08 Account and Data Deletion

You can request deletion of your FixPing account and the personal data associated with it by contacting FixPing LLC support. You do not need to install the app or sign in to your account to submit a request.

How to submit a request

1. Email support@fixping.com from the email address linked to your FixPing account.
2. Use the subject line Account deletion.
3. Include your FixPing username in the message and ask us to delete your account and its associated personal data.

Do not send your password, payment card details, or other payment credentials. You do not need to give a reason for deleting your account.

Verification and processing time

We will check that the username and email address match your account. Where necessary, we will ask you to confirm the request by replying to a message sent to the email address linked to your account.

We will complete account deletion within seven (7) calendar days after account ownership has been verified. We will notify you by email when the process is complete.

If you no longer have access to the linked email address or have forgotten your username, contact support@fixping.com and explain the situation. Our support team will review the available ways to verify account ownership.

What happens when your account is deleted

• You will no longer be able to sign in to the FixPing website or apps using the deleted account.
• We will delete the associated personal data, including your email address, username, authentication data, and account settings, except for the limited information described under Information we may retain below.
• Access to paid services through that account will end, even if you have time remaining on your subscription.
• The deleted account cannot be restored.

Deleting your account does not automatically request a refund. Refund requests are considered separately under our Refund Policy and applicable law.

Information we may retain

After account deletion, we may retain limited information where necessary to meet legal, tax, or accounting obligations, prevent fraud, maintain security, or resolve disputes.

For example, transaction information and accounting records may be retained for up to seven (7) years, or longer where an applicable obligation requires it. Other categories of information and their retention periods are described in Data Retention. Retention periods do not mean that all account data will be kept after a deletion request: only information necessary for the stated purposes may be retained.

Retained information is not used to restore access to the deleted account or continue providing the Service through that account.

Deletion of specific data without deleting your account

You may request deletion of specific personal data associated with your FixPing account without requesting deletion of the account itself. Email support@fixping.com from the email address linked to your account, use the subject Data deletion request, include your FixPing username, and specify which data you would like deleted. If you cannot access your registered email address, contact support for assistance with identity verification.

We review each request individually in accordance with applicable law and the Data Retention section of this Policy. We delete the requested data unless an applicable legal exception permits or requires continued retention. This may include records necessary to meet tax or accounting obligations and limited information necessary for security, fraud prevention, or the establishment, exercise, or defence of legal claims. Where an exception applies, we retain only the information necessary for that purpose and only for as long as the applicable grounds remain valid. We will explain the basis for any full or partial refusal to delete requested data. The retention periods stated in this Policy do not override your statutory rights. We will respond without undue delay and within applicable legal deadlines.

A request to delete specific data does not automatically close your account. If deleting the requested data would prevent us from providing essential account functionality, we will explain the consequences and discuss the available options with you before proceeding. We will not treat such a request as authorization to delete your entire account.