Privacy policy

This Privacy Policy explains how HIVE COMPUTING SERVICES SA, operating publicly under the Hivenet brand, collects, uses, shares, and otherwise processes personal data when you use Hivenet websites, apps, APIs, support channels, and services, including Store, Send, Compute, GPT, and related business or enterprise services.

It also explains your rights and choices.

1. Who this Policy applies to

This Policy applies to personal data we process when you:

1. visit our websites or landing pages;
2. create or use a Hivenet account;
3. use Store, Send, Compute, GPT, or other Hivenet services;
4. contact support, sales, or us through forms, chat, email, or community channels;
5. attend events, sign up for newsletters, or otherwise interact with us; or
6. act on behalf of a business customer, partner, or vendor.

This Policy does not apply to personal data that our customers process on their own behalf using Hivenet services where we act only as a processor. In those cases, the customer’s privacy notice applies, and we process data under the customer’s instructions and the applicable contract.

2. Who controls your personal data

Unless a separate signed contract expressly identifies another Hivenet affiliate for a specific enterprise service, the controller of your personal data under this Privacy Policy is HIVE COMPUTING SERVICES SA a company organized under the laws of Switzerland and operating publicly under the Hivenet brand.

Depending on the service and the business flow, Hivenet affiliates and service providers may act as processors, sub-processors, or, in limited cases, separate controllers or joint controllers for purposes such as billing, support, infrastructure delivery, fraud prevention, enterprise contracting, or regional service delivery.

If you need to know which entity or entities are involved in a specific service flow, contact us at hello@hivenet.com.

3. Personal data we collect

The personal data we collect depends on the service you use and how you interact with us.

3.1 Account and identity data

This may include:

• name
• email address
• username
• password hash and authentication data
• account preferences
• organization name
• job title
• language and country
• account status and plan information

3.2 Billing and transaction data

This may include:

• billing address
• country
• tax information where required
• invoices, receipts, and payment status
• transaction identifiers
• limited payment-related metadata from payment providers

We do not store full payment card details when a third-party payment processor handles the payment.

3.3 Service usage, device, and technical data

This may include:

• IP address
• browser type and version
• operating system and device details
• app version
• crash reports and performance metrics
• security and authentication logs
• session activity
• feature usage
• diagnostic and telemetry data
• region or location choice for service delivery

3.4 Support and communications data

If you contact us, we may collect:

• the contents of your messages
• support ticket details
• screenshots or attachments you send us
• chat transcripts
• contact history
• troubleshooting information
• diagnostic logs you choose to submit

3.5 Data by service

Store and similar storage services

When you use storage services, we may process account information, device and sync metadata, storage usage data, sharing metadata, support information, and encrypted content stored through the service.

Where a service uses client-side passphrases or similar encryption methods, the passphrase or recovery secret may remain on your device and may not be available to us.

Send and similar transfer services

When you use transfer services, we may process technical delivery data, service usage data, abuse-prevention signals, limited temporary logs, and encrypted transfer data needed to deliver the transfer.

If a Send feature allows an optional password, that password may be handled client-side and may not be stored or recoverable by us.

Compute and similar infrastructure services

When you use Compute or similar services, we may process:

• account and billing data
• instance metadata
• region selection
• templates and configuration choices
• usage and metering records
• public SSH keys or similar access credentials you upload
• endpoint and network configuration data
• support and incident data
• workload-related personal data that you choose to run on the service

Depending on the service design, Hivenet may not capture or retain application payloads, prompts, or model inputs by default at the platform layer. Logging you enable in your own applications remains under your control.

GPT, private AI, and enterprise services

When you use GPT, private AI, or enterprise services, we may process contact form data, onboarding data, administrative data, support data, deployment data, usage data, and personal data included in prompts, files, outputs, or other customer content, as needed to provide the service and according to the applicable contract and service configuration.

3.6 Marketing and event data

If you sign up for updates, events, demos, or sales contact, we may collect:

• your contact details
• company details
• role and interests
• event registration details
• communication preferences

3.7 Cookies and similar technologies

We use cookies and similar technologies to run websites and services, remember preferences, measure performance, understand usage, and, where permitted, support analytics or marketing.

Details are in section 11 below and in any cookie banner or cookie notice presented on the relevant site.

4. Sources of personal data

We collect personal data:

1. directly from you;
2. from your organization or account administrator;
3. automatically from your device or browser when you use the services;
4. from payment providers, identity providers, and fraud-prevention tools;
5. from business partners and referral sources;
6. from publicly available sources, where relevant for business contact or due diligence purposes.

5. How we use personal data and our legal bases

We use personal data only where we have a valid legal basis.

5.1 To provide and operate the services

We use personal data to create accounts, authenticate users, deliver features, meter usage, provide storage or compute resources, route transfers, manage subscriptions, and operate the services.

Legal basis: contract, or pre-contractual steps at your request.

5.2 To secure the services and prevent abuse

We use personal data to prevent fraud, detect misuse, investigate incidents, enforce our Terms, maintain service integrity, and protect users and infrastructure.

Legal basis: legitimate interests, legal obligation, and, where relevant, contract.

5.3 To provide support and respond to requests

We use personal data to answer support tickets, troubleshoot issues, review diagnostic material you send us, respond to legal or privacy requests, and communicate with you about your account or service.

Legal basis: contract, legitimate interests, consent where applicable, and legal obligation where required.

5.4 To process payments and maintain records

We use personal data to bill you, collect payment, issue invoices, manage taxes, detect payment fraud, and maintain accounting records.

Legal basis: contract and legal obligation.

5.5 To improve and develop the services

We use personal data to understand usage patterns, improve reliability and performance, debug issues, plan features, and develop the services.

Where we can, we use aggregated, de-identified, or anonymized data for these purposes.

Legal basis: legitimate interests. Where law requires consent for certain analytics technologies, we rely on consent.

5.6 To communicate with you

We use personal data to send service messages, security notices, transactional emails, product updates, and support communications.

We may also send marketing or promotional communications where permitted by law and, where required, with your consent or no-objection. Where applicable law requires it, we will tell you the kinds of personal data used for direct marketing, the classes of marketing subjects involved, whether the data will be transferred to another person for that person’s direct marketing, and how you can opt out.

Legal basis: contract, legitimate interests, and consent or no-objection where required by applicable law.

5.7 To manage business relationships and enterprise sales

We use personal data to manage customer, prospect, partner, and vendor relationships, including demos, procurement, contracting, onboarding, and renewals.

Legal basis: legitimate interests and pre-contractual steps.

5.8 To comply with law and protect legal rights

We use personal data to comply with legal obligations, respond to lawful requests, maintain records, establish or defend legal claims, and protect our rights, users, and business.

Legal basis: legal obligation and legitimate interests.

5.9 Corporate transactions

We may use and disclose personal data in connection with a merger, acquisition, financing, reorganization, bankruptcy, or sale of assets.

Legal basis: legitimate interests and legal obligation where relevant.

6. When Hivenet acts as controller and when it acts as processor

Hivenet generally acts as a controller for:

• website and app analytics that relate to our own service operation
• account registration and identity data
• billing and payment records
• support and communications data
• security, anti-fraud, and abuse-prevention processing
• compliance, audit, and legal records
• sales, marketing, and customer relationship management

Hivenet may act as a processor when a business customer uses our services to store, transfer, process, or run personal data on that customer’s behalf.

In processor scenarios, the customer remains responsible for the lawful basis, notices, instructions, and responses to data subject requests, and we assist as required by contract and law.

7. How we share personal data

We do not sell your personal data.

We may share personal data with the following categories of recipients, as needed for the purposes in this Policy:

1. Hivenet affiliates involved in service delivery, support, billing, contracting, or administration;
2. infrastructure, hosting, storage, network, and security providers;
3. payment processors, accounting tools, and fraud-prevention providers;
4. customer support, CRM, communication, and ticketing providers;
5. analytics and product performance providers, subject to your settings and consent where required;
6. professional advisers, auditors, insurers, and similar advisers;
7. regulators, courts, law enforcement, or other authorities where required by law or necessary to protect rights or safety;
8. a buyer, successor, or other relevant party in a corporate transaction.

Where we use subprocessors in processor scenarios, we do so under appropriate contractual terms.

8. International data transfers

Because Hivenet and its providers may operate in Switzerland and in other countries, personal data may be processed outside your country.

Where personal data is transferred from the EEA, UK, Switzerland, or another jurisdiction with transfer restrictions to a country or territory that is not recognized as providing an adequate level of protection, we use appropriate safeguards as required by applicable law. These may include the European Commission’s standard contractual clauses, the UK International Data Transfer Agreement or UK Addendum, Swiss-approved transfer clauses, or another lawful transfer mechanism.

You can request more information about the safeguards relevant to your transfer by contacting us.

9. Data retention

We keep personal data only for as long as needed for the purposes described in this Policy, including to provide the services, comply with legal obligations, resolve disputes, maintain security, and enforce agreements.

We do not use one single retention period for all data. Instead, we apply retention criteria based on the type of data and why it is needed.

Examples:

• account and profile data are kept while your account is active and for a reasonable period afterward to manage closure, disputes, security, or reactivation, unless law requires more;
• billing, tax, and transaction data are kept for as long as required by tax, accounting, and legal obligations;
• support records and diagnostic materials are kept for as long as needed to resolve the issue and maintain a reasonable support history, unless law requires more;
• security and abuse-prevention logs are kept for limited periods based on operational need, risk, and legal requirements;
• customer content is retained according to the service you use, your settings, your contract, and applicable law. After termination, we delete, anonymize, or return data as required by the relevant contract, subject to backup cycles, legal holds, and security needs.

If you ask us to delete personal data, we will do so unless we need to keep it for legal, security, fraud-prevention, or contractual reasons.

10. Security

We use reasonable technical and organizational measures designed to protect personal data against unauthorized access, disclosure, alteration, or destruction.

These measures may include encryption, access controls, logging, monitoring, segregation, incident response procedures, and vendor due diligence.

No security measure is perfect. You also play an important role in security. You should protect your credentials, keep devices updated, use strong passwords, handle encryption keys carefully, and follow secure configuration practices for the services you use.

11. Cookies and similar technologies

We use cookies, SDKs, pixels, local storage, and similar technologies for several reasons:

1. strictly necessary functions, such as security, session management, and core website operation;
2. preferences, such as language or UI settings;
3. analytics, to understand performance and usage;
4. communications or marketing, where permitted.

Where required by law, we ask for consent before placing non-essential cookies or similar technologies.

You can manage cookie preferences through the cookie banner, browser settings, and other controls made available on the relevant site.

12. Your rights and choices

Depending on where you live and the context of the processing, you may have the right to:

• access your personal data;
• correct inaccurate personal data;
• delete personal data;
• restrict processing;
• object to processing based on legitimate interests;
• withdraw consent where processing relies on consent;
• receive a portable copy of certain personal data;
• lodge a complaint with a supervisory authority.

If Hivenet acts as processor for the data in question, we may direct your request to the relevant customer, or ask you to contact them directly.

You can exercise your rights by contacting [insert privacy/legal email] or support@hivenet.com. We may ask you to verify your identity before acting on your request.

You can also unsubscribe from marketing emails at any time using the link in the email.

13. Data breaches

If we become aware of a personal data breach, we will assess it promptly and take action as required by applicable law.

Where required, we will notify the relevant supervisory authority and affected individuals.

14. Children

The services are not directed to children and are not intended for use by anyone below the age at which they can lawfully consent to the relevant service under applicable law.

If you believe a child has provided personal data to us unlawfully, contact us and we will investigate and take appropriate action.

15. Third-party websites and services

Our websites and services may link to third-party websites, services, repositories, payment tools, identity providers, or community spaces.

We are not responsible for their privacy practices. You should review their policies before using them.

16. Changes to this Policy

We may update this Privacy Policy from time to time.

If we make a material change, we will post the updated version and, where appropriate, notify you by email, in-product message, or another reasonable method.

The “Last updated” date at the top of this Policy shows when the latest revision took effect.

17. Contact us

For privacy questions, requests, or complaints, contact:

HIVE COMPUTING SERVICES SA at hello@hivenet.com

For general support, contact:

support@hivenet.com

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