1. Overview
Traxio is committed to protecting your personal data. This Privacy Policy explains what information we collect, how we use it, and your rights under UK GDPR and the Data Protection Act 2018.
Traxio is a trading name of Jason Plant, a sole trader based in the United Kingdom, who is the data controller for the personal data described in this policy. You can reach us about anything in this policy via the contact page or by opening a ticket in your client area.
2. Data We Collect
We collect the following categories of personal data:
- Account data: name, email address, billing address, phone number
- Payment data: processed securely via our payment provider — we do not store card details
- Domain data: the domain name you point at Traxio, its DNS configuration, and the results and history of the automated DNS checks described in section 3
- Usage data: server logs, IP addresses, browser type (for security and service operation)
- Support data: communications submitted via tickets or contact forms, and the processing records generated when a ticket is handled by our automated triage system
3. How We Use Your Data
- To provision and manage your hosting services
- To process billing and send invoices
- To respond to support requests, including automated AI replies as described in section 5a
- To run automated checks confirming that hosted domains still point at our servers, so that dormant accounts can be identified and their capacity reclaimed (see section 11 of our Terms of Service)
- To send service-related notices (maintenance, renewals, policy updates)
- To comply with legal obligations
- To detect and prevent fraud or abuse
4. Legal Basis for Processing
We process your data on the basis of contract performance (to deliver the services you have signed up for, including provisioning, billing and support), legitimate interests (platform security, fraud prevention, and confirming that hosted domains remain in active use so that capacity is not consumed by abandoned accounts), legal obligation (tax and accounting records), and, where applicable, your consent.
Where we rely on legitimate interests, we have considered the effect on you and concluded that the processing is proportionate. You can object to it at any time using the contact routes in section 7.
5. Data Sharing
We share personal data only where necessary to run the service:
- Payment processors: billing data is handled by our payment provider
- Hosting infrastructure providers: the operators of the servers your account runs on
- AI service provider: support ticket content is sent to OpenAI to generate automated replies, as described in section 5a
- Email delivery: the provider used to send account, billing and service notification emails
These providers process data on our instructions under written agreements. We do not sell your personal data to third parties, and we do not use it for advertising.
Trustpilot. The review widget at the bottom of our web pages is loaded from Trustpilot, so Trustpilot receives the usual technical details (such as your IP address and browser type) when a page loads. If you choose to review Traxio on Trustpilot, your review and account there are handled by Trustpilot under its own privacy policy. Trustpilot acts independently of Traxio for this, not on our instructions. See our Cookie Policy.
5a. Automated AI Support
To answer common questions quickly, our Help Desk uses a system built on the OpenAI API to write and send replies to support tickets, and escalates a ticket to a person when needed. When you submit a ticket, the content of that ticket — including anything you paste into it — and the ticket’s subject may be sent to OpenAI for processing. Please avoid pasting passwords, API keys or payment details into tickets; the help desk never needs them.
OpenAI acts as our processor and does not use this data to train its models. Processing takes place on servers in the United States. This transfer is made under the UK Extension to the EU–US Data Privacy Framework, or where that does not apply, under the International Data Transfer Addendum to the European Commission’s standard contractual clauses.
Replies are generated and sent automatically, without a person reviewing them first. If a ticket is escalated, a person at Traxio reads it and its history in order to deal with it. The automated system cannot see your files, databases or email, and cannot suspend, terminate or change your account, or make billing or refund decisions. If you want to raise a concern with Traxio directly, including a complaint about an automated reply or a request under data protection law, use the contact page.
We keep the processing records for these tickets, including the generated replies, for up to 12 months so that we can audit response quality and correct mistakes.
6. Data Retention
We retain account data for as long as your account is active and for a period of up to 7 years after closure for legal and accounting purposes. Server logs are typically retained for 30–90 days. Support tickets and their associated automated processing records are retained for 12 months after the ticket is closed. DNS check results are retained for 12 months, and the underlying check history is pruned automatically after that. You may request deletion of personal data subject to legal retention requirements.
7. Your Rights
Under UK GDPR you have the right to:
- Access the personal data we hold about you
- Rectify inaccurate data
- Request erasure (subject to legal obligations)
- Object to processing or request restriction
- Data portability
- Withdraw consent where consent is the legal basis
To exercise any of these rights, contact us via your client area or the contact page.
8. Cookies
The website sets no cookies of its own. The client area uses essential cookies for account sessions and security, and the Trustpilot review widget shown on our pages is provided by Trustpilot, which may use its own cookies. A few website features keep small preferences in your browser’s storage, which never leaves your device. Please see our Cookie Policy for full details.
9. International Data Transfers
Traxio is a UK business, but data can leave the UK in two ways.
Your hosting account itself — files, email and databases — is stored on servers in Montreal, Canada; Canada is covered by a UK adequacy decision, so no additional transfer mechanism is required.
Support ticket content is processed in the United States by OpenAI, as described in section 5a, under the UK Extension to the EU–US Data Privacy Framework or the International Data Transfer Addendum.
In both cases we take appropriate measures to ensure your data is handled securely regardless of where it is processed.
10. Security
We implement appropriate technical and organisational measures to protect your personal data. All data is transmitted over encrypted HTTPS connections. Payment data is handled by PCI-compliant processors.
11. Contact
For privacy-related enquiries, contact us via the contact page or by opening a ticket in your client area. We will respond within one month, as required by UK GDPR. If you are not satisfied with our response, you have the right to complain to the Information Commissioner’s Office at ico.org.uk.