1. Overview
This policy explains what personal information SpaceMine collects when you use our website, the SpaceMine panel, our game servers, live chat and support, how we use it, who we share it with, how long we keep it, and the rights you have, including under the UK and EU General Data Protection Regulation (GDPR) and California privacy law (CCPA, as amended by the CPRA).
We don't sell your personal information and we don't use it for advertising. We measure how our website and panel are used with PostHog: on the website without cookies, and in the panel with cookies only if you agree.
2. Who we are
SpaceMine Ltd is the controller of your personal information. We're registered in England and Wales (company number 11084250), at 128 City Road, London, EC1V 2NX, United Kingdom. Contact us about privacy at support@spacemine.net.
3. Information we collect
Information you give us
- Account details: name, email address, password (stored only as a secure hash), optional phone number and billing address, and your preferences.
- Security settings: two-step verification methods, such as authenticator secrets (encrypted), passkeys and hashed backup codes.
- Orders and billing: the services you buy, invoices, account credit and tax details. Card details are entered directly with Stripe; we only receive the card brand, last four digits and expiry.
- Support and chat: what you write in tickets, live chats and emails, including attachments, and the name and email you give when you start a chat.
- Your server content: worlds, files, plugins and settings you upload or create. We store these to run your server but don't look at them except to provide support you ask for, to keep the service secure, or when the law requires it.
- Team members and invitations: email addresses of people you invite to your team or to SpaceMine.
- Email updates: the email address you give when you sign up on our website to hear about our launch and news.
Information we collect automatically
- Log and device information: IP address, browser and device type, pages and actions in the panel, sign-ins and security events.
- Server activity: resource use, status, console output and logs of your game server, and the IP addresses of players who connect to it, which appear in server logs.
- Approximate location: the country of your IP address, looked up on our own systems, for fraud prevention and tax.
- Usage analytics: the pages you view, what you click, your browser and device type and your approximate location, collected with PostHog. On our website, and in the panel unless you agree, this is done without cookies and isn't linked to you. If you agree in the panel, it's linked to your account and can include screen recordings in which all text and everything you type is hidden; billing, checkout and profile pages are never recorded.
Information from others
Stripe tells us whether a payment succeeded and gives us fraud signals. If a team owner invites you, we receive your email address from them.
4. How we use information
| Purpose | Legal basis (GDPR) |
|---|---|
| Create your account and provide, maintain and support your services | Contract |
| Take payments, issue invoices, renew and suspend services, keep tax records | Contract; legal obligation |
| Send service emails: receipts, renewal reminders, security alerts, maintenance and incident notices | Contract; legitimate interests |
| Keep accounts and services secure, prevent fraud and abuse, enforce our terms | Legitimate interests; legal obligation |
| Answer live chats and tickets, including with our AI assistant | Contract; legitimate interests |
| Improve the services and fix problems, using logs and aggregated usage | Legitimate interests |
| Measure how the website and panel are used | Legitimate interests (without cookies, not linked to you); consent (in the panel, linked to your account) |
| Send product announcements you can opt out of | Legitimate interests; consent where required |
| Send the launch announcement and news you signed up for on our website | Consent, which you can withdraw by unsubscribing |
| Comply with the law and respond to lawful requests | Legal obligation |
Where we rely on legitimate interests, they're running a secure, reliable hosting service and supporting our customers, and we balance them against your rights. We don't make decisions about you based solely on automated processing that have legal or similarly significant effects; fraud checks that flag an order are reviewed by a person.
6. Service providers
| Provider | Purpose |
|---|---|
| Stripe | Card payments, saved payment methods and fraud prevention |
| Resend | Sending account and service emails |
| OVHcloud and IDrive e2 | Object storage for server backups and game files |
| Data centre and server providers | Hosting our systems and your game servers in the locations we offer |
| Google Fonts | Typefaces loaded by the panel; Google receives your IP address when they load |
| PostHog (EU) | Usage analytics for the website and panel, hosted in the European Union |
| Mailchimp (Intuit) | Holds the email list for website sign-ups and sends the launch announcement and news; also confirms sign-ups and handles unsubscribes |
| YouTube (Google) | Plays a music video on our 404 page, only if you start it; loaded from youtube-nocookie.com |
Our AI assistant runs on infrastructure we operate. We don't send your chats to third-party AI providers, and we don't use them to train AI models.
8. Live chat and the AI assistant
When you start a chat we record your name, email, the messages, the page you were on and a shortened form of your IP address. If you're signed in to the panel, the chat is linked to your account.
Some chats are answered first by an AI assistant. If you're signed in and the feature is on, it may read details of your own account to help, such as your services, server status, installed plugins, recent console output and invoices. It can't change anything, and each lookup is noted in the chat for our staff. You can ask for a person at any time.
9. Data retention
| Information | How long we keep it |
|---|---|
| Account details | While your account is open, then deleted or anonymised, except what we must keep below |
| Server files, worlds and backups | Until the service ends; then permanently deleted |
| Invoices, payment and tax records | 6 years after the end of the financial year, as UK law requires |
| Live chat transcripts | Up to 12 months after the chat ends |
| Email updates sign-ups | Until you unsubscribe or ask us to remove you |
| Support tickets | While your account is open, unless you ask us to delete them |
| Usage analytics | Up to 12 months |
| Activity logs | 30 days |
| Security and audit logs | Up to 12 months |
We may keep information longer where needed for a legal claim or investigation.
10. Security
We protect your information with encryption in transit, encryption of sensitive settings, hashed passwords, two-step verification, access controls and audit logging for our staff, and isolated containers for each game server. No system is perfectly secure; if a breach affects your information, we'll tell you and the authorities as the law requires.
11. International transfers
We're based in the UK. Some of our systems, providers and game servers are in the United States and the European Union. When we transfer personal information outside the UK or EEA, we use safeguards the law recognises, such as the UK International Data Transfer Addendum and the EU Standard Contractual Clauses, or rely on adequacy decisions.
12. Your rights under the GDPR
If you're in the UK or the European Economic Area, you have the right to:
- access your personal information and get a copy of it;
- correct inaccurate information;
- have your information deleted;
- restrict or object to how we use it, including objecting to processing based on legitimate interests and to direct marketing at any time;
- receive information you gave us in a portable format;
- withdraw consent where we rely on it.
Email support@spacemine.net to use these rights. You can turn usage analytics in the panel on or off at any time under Profile > Privacy. We'll respond within one month and may need to confirm your identity first. You can also complain to the UK Information Commissioner's Office (ico.org.uk) or your local data protection authority.
13. California privacy rights
If you live in California, you have the right to:
- know the categories and specific pieces of personal information we've collected about you, the sources, the purposes and who we've disclosed it to;
- delete the personal information we've collected from you, subject to legal exceptions;
- correct inaccurate personal information;
- limit the use of sensitive personal information; we only use it, such as your account password, to provide the services;
- not be discriminated against for exercising these rights.
In the past 12 months we've collected the categories described in section 3: identifiers, customer records, commercial information, internet activity, approximate geolocation and the contents of your communications with us. We disclosed them for business purposes to the providers in section 6. We don't sell or share personal information, as those terms are defined in the CCPA, and we haven't done so in the past 12 months.
To make a request, email support@spacemine.net. We'll verify your identity by confirming details linked to your account. You can use an authorised agent, who must give us your written permission.
14. Children
The services aren't directed at children under 13, and we don't knowingly collect their personal information. Users aged 13 to 17 need the permission of a parent or guardian. If you believe a child under 13 has given us personal information, contact us and we'll delete it.
15. Changes to this policy
We'll post any changes here with a new effective date, and tell you by email or in the panel before significant changes take effect.
16. Contact us
SpaceMine Ltd, 128 City Road, London, EC1V 2NX, United Kingdom
Email: support@spacemine.net
Phone: +44 20 4538 7800