Last Updated: January 01, 2020
We have a strict no log policy which means that we never collect any of your online activity, no logging of browsing history, traffic destinations, data content or DNS queries. We never collect or store any of your connection logs like your IP address, your outgoing VPN IP address, connection timestamp and session duration.
What information do we collect?
Personal Information: The data collected is intended for the administration of the VPN Surf subscription when you sign up on our website. The following information will be stored as long as an active subscription exists. In order to create your account we require your name, email address, password and payment data.
At VPN Surf we collect app diagnostic data which includes crash reports, usability diagnostics and VPN connection diagnostics which are anonymous and cannot be tied back to individual users. This is similar to “send crash report” where users can specify in the settings menu of the app whether to send this data or not. This data is used strictly for the further development and improvement of our services. The collected information DOES NOT include any data regarding the usage of the VPN such as the content, destination of VPN traffic, DNS queries, and IP addresses.
VPN Surf will use your email address to:
- Send emails related to payment transactions.
- Provide links to our site, including password reset emails.
- Send updates and announcements.
- Communicate regarding your VPN services or respond to your communications such as support tickets.
- To send marketing information, such as VPN Surf offers, surveys, invitations, and content about other matters in connection with VPN Surf. You may choose to not receive marketing emails by following the opt-out procedure described in the said emails.
The aforementioned data will be stored with us until you decide to terminate VPN Surf services and will be wiped out upon service termination.
We collect information with regard to the Apps and App version(s) you are using. This helps our support team in troubleshooting technical issues.
We collect the total sum of data transferred by a given user. Although we provide unlimited bandwidth, if we notice that a single user pushes more bandwidth than hundreds of users combined which will affect the quality of service to other VPN Surf users, we will come into contact with that user.
We ensure that we never keep logs of:
- browsing activity of any of our users
- traffic destinations
- content of data
- IP addresses
- DNS queries
Considering our no log policy, we won’t know:
- which user accessed a particular website or service
- which user connected to the VPN server at a specific time
- the original IP address of user’s computer
Should anyone want to know the aforementioned details from VPN Surf, we will not be able to provide such information as it doesn’t exist.
VPN Surf collects the minimal usage statistics from our clients in order to provide quality services. Here’s a scenario which shows you an example of what we know about our clients. We have a client named Bryan and he had connected to our Romanian VPN location on Sunday and had a transfer of 1234MB of data during a span of 24-hours. With this information Bryan cannot be responsible for any specific behavior because hundreds of VPN Surf users have similar usage patterns on the same day using the same server. We may know a customer has used VPN Surf, but we will never know how he used it by the virtue of our strict no-log policy and respect for clients’ privacy.
Anonymous App diagnostics
With the clients permission we collect app diagnostic data which includes crash reports, VPN connection diagnostics, and usability diagnostics. The data will be used in our network operation tools to optimize network speeds and to let us identify and improve specific apps, VPN servers and ISPs. The information we receive will be FULLY ANONYMIZED and cannot be tracked to individual VPN Surf users. We don’t store which user sent which data or any IP addresses.
If you will choose to share the information with us, we will collect the following:
- App diagnostics, including crash reports and usability diagnostics. These are handled in an anonymized form dependent on the platform.
- Diagnostic info about how a VPN connection attempt failed.
- Connection speed tests.
During the activation of the VPN Surf app, will ask if you would like to share this data and you can choose to start or stop the diagnostic information collection at any time from the app settings.
Storing information from live chat, feedback forms and email
VPN Surf keeps the records of all questions, complaints, correspondence and compliments submitted to us through our site or services. Depending on how you contacted us, we will keep any additional information submitted to us which enables our staff to provide the best possible customer support available. We use one third party software: Crisp which corresponds to the live chat of our website. When you correspond with us through this platform, they will store corresponding records including your email address, as well as user and device attributes that help with troubleshooting, such as the country you are contacting us from and your device’s operating system.
VPN Surf uses the best technical, physical, and procedural security with respect to our offices and storage facilities so as to prevent any misuse, loss, unauthorized access or modification of information. Access to user information is restricted to only the required staff to carry out their job functions. All our servers are housed in world class datacenters with strong security practices. None of the datacenters require us to collect or store any traffic or any personal information related to our VPN services. To explain the extent of our commitment to safeguarding your privacy, even if a government were to physically seize one of our VPN servers and manage to break its disk encryption, there would be no logs or information that would tie any individual user to a particular event, website, or behavior.
Personal data of underage persons
Persons younger than 18 shall not use the VPN Surf services and should not provide any personal data to us without the supervision of parents or guardians. In light of the above mentioned, it is assumed that any individual using the VPN Surf services and providing individual information to us is at least 18 years old. In the event that an individual younger than 18 years or an individual providing illegitimate information, become known to VPN Surf, such person and all their data may be immediately and without any notice withdrawn by suspending their access to VPN Surf services.
How to Contact VPN Surf