Invisible Infra, Invisible Services and Invisible Access DarkSnow (option no-log)

We do not collect logs of your activity, including no logging of browsing history, traffic destination, data content, or DNS queries if your Plan is Invisible Access DarkSnow (option no-log) or Invisible Infra or Invisible Services. In that case, you will be sole responsible to provide logs and data to the competent jurisdictions. With these plans, we also never store connection logs, meaning no logs of your IP address, your outgoing Snowpack Servers addresses, connection timestamp, or session duration. Our KYC process will cover in detail the Invisible Access DarkSnow (option no-log), Invisible Infra Plans and Invisible Services to ensure an ethical use of Snowpack. The rest of the Privacy Policy only applies to users of FreeSnow, OneSnow, RedSnow, DarkSnow (logged version) of Invisible Access product.

Invisible Access (except DarkSnow option no-log)

Snowpack Invisibility Solutions are so powerful that they can be used for criminal activities without any capability to trace them. Snowpack does not accept this possible use of its Solutions and will then log your activities under your FreeSnow, OneSnow, RedSnow and DarkSnow. We do and will collect logs of your activity, including logging of your Snowpack browsing activity, traffic destination, and DNS queries if your Plan is FreeSnow, OneSnow, RedSnow or DarkSnow except option no-log. In that case, we will be able to provide logs and data to the competent jurisdictions if Snowpack is legally requested to do so. We will also store connection logs (i.e. your IP address, your outgoing Snowpack Servers addresses, connection timestamp, or session duration, in this case). It will be possible for you to check in real-time the content of your logs, as a transparency feature.

Our guiding principle toward data collection is to collect only the minimal data required to operate a world-class Invisibility Service at scale. We designed our systems to not have sensitive data about our customers and never be able to see any data in the most advanced Plans; even when compelled, we cannot provide data that we do not possess.

Snowpack collects four types of information:

1. Information related to your account (“personal information”)
   This information is collected for the purpose of administering your Snowpack subscription and includes your name, email address, and payment information, which you submit on our order page when you subscribe for the Services.
2. Aggregate Apps and Snowpack connection summary statistics
   Snowpack collects minimal information about usage in order to maintain excellent customer support and quality of service. These statistics include with FreeSnow or OneSnow Plans: destinations of traffic, DNS queries, and IP addresses.
3. (User-controlled option): Anonymous app diagnostics, including crash reports
   App diagnostic data, which include crash reports, usability diagnostics, and connection diagnostics, are anonymized and cannot be tied back to individual Snowpack users. This feature is similar to a “send bug report” option. Users can specify in the settings menu of any Snowpack App whether to send these data to us.

Snowpack 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 a Snowpack 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 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.

Snowpack uses your email address for the following reasons:

• To send emails related to payment
• To provide links to our Site, including password reset emails.
• To send you updates and announcements.
• To communicate with you about your services or respond to your communications.
• To send marketing information, such as Snowpack offers, surveys, invitations, and content about other matters in connection with Snowpack (“Marketing emails“). You may choose to not receive Marketing emails by following the opt-out procedure described in these emails.

Snowpack uses your personal information only for the purposes listed in this Privacy Policy, and we do not sell your personal information to third parties. The preceding terms do not preclude the transfer of data, in the event that Snowpack is acquired by, or merged with, a third-party entity, to such entity (to be newly created for the purpose of operating the Snowpack business) and its wholly owned subsidiaries/related entities, for legitimate interest, while ensuring at all times the same standards of protection.

Aggregate Apps and Connection Summary

In order to maintain excellent customer support and quality of service, Snowpack collects the following information related to your usage:

• Apps and Apps versions
  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.

• Successful connection
  We collect information about whether you have successfully established a connection on a particular day, to which server location, and from which country/ISP. This 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 Snowpack engineers to identify and fix network issues.

• Aggregate sum of data transferred (in MB)
  We collect information regarding the total sum of data transferred by a given user

Anonymous App Diagnostics, including Crash Reports (can be turned off by the user)​

With your permission, we collect anonymized app diagnostic data, which include crash reports, usability diagnostics, and connection diagnostics, using Snowpack to create even more anonymity. 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, servers, or ISPs. The information we receive is fully anonymized and cannot be tied back to individual Snowpack 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 Snowpack, we will collect the following anonymized information:

• Diagnostic information about if and how a connection attempt failed.
• Speed test data.
• App diagnostics, including crash reports and usability diagnostics, also without any personally identifiable information.

Snowpack’s core mission is to keep your information private and secure. In service of this mission, Snowpack’s headquarters and registered place of business is in France.

Should we receive a valid legal order from the relevant national court, it is important to note that  Snowpack does not collect any IP addresses, browsing history or DNS queries that could be used to identify any specific user for the DarkSnow (option no-log), Invisible Infra and Invisible Services Plans, but does collect them for FreeSnow,  OneSnow, RedSnow and DarkSnow (logged version) Plans.

Snowpack 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 Snowpack, 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.

Snowpack uses best-in-class physical, procedural, and technical security with respect to our offices and information storage facilities 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.

What is a cookie?

A cookie is a small text file used to store information about your visit to the Site. Cookies let Snowpack 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.

Disabling cookies

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 Snowpack’s Site may not work as intended if you choose to disable cookies.

Snowpack’s cookies

The cookies set by Snowpack 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, and do not track any activity outside of Snowpack’s domains.

Third-party cookies

Snowpack 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.

Snowpack 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

The Site may contain links to external websites that do not fall under Snowpack’s domain. Snowpack 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.

Snowpack 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 this email address: support@snowpack.eu.

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 Snowpack at the following email address: support@snowpack.eu