Privacy Policy

1. Introduction

Welcome to avionico Modmail ("we," "our," or "us"). We respect your privacy and are committed to protecting your personal data. This Privacy Policy explains how we collect and handle personal data when you visit our website or use our Discord modmail hosting services.

By using avionico Modmail, you agree to the collection and use of information in accordance with this policy. We prioritize data minimization and transparency in all of our operations.

2. The Data We Collect

We collect only what is necessary to provide the service:

• Identity Data: Your Discord username, Discord User ID, and avatar URL, obtained when you sign in via Discord OAuth.
• Contact Data: Your email address, provided by Discord OAuth, used only for account communication.
• Usage Data: How you interact with the dashboard and bot infrastructure (page views, bot start/stop actions). We do not use third-party analytics trackers.
• Transaction Data: Payment details are handled entirely by Stripe (card payments) or Roblox (Robux gamepass). We store only subscription status and dates.
• Communication Data: Messages routed through the modmail bot are processed in memory to relay them between the user and your Discord server. For Premium users with ticket logging enabled, full transcripts are stored in our database associated with your bot. Free plan bots retain only a monthly ticket count used to enforce the free tier limit.
• Anonymized Activity Data: Our live ticker feature records anonymized events (e.g. "ticket opened", "bot started") with only the bot or server name. This data is held in memory only and cleared every 12 hours.

3. How We Use Your Data

• To provide and maintain the Discord modmail hosting service.
• To manage your account, verify your identity via Discord, and provide support.
• To process payments and manage subscriptions.
• To notify you about critical changes to the service.
• To monitor infrastructure health and detect technical issues.

AI Processing: AI Assistant features are powered by Mistral AI, an EU-based provider. All AI processing occurs within the EU and is GDPR compliant. Your community's conversation data is never used to train models for other customers.

4. Data Security & Storage

• Infrastructure: Our bot engine, runner, and database are hosted with a GDPR-certified hosting provider with servers located in Stockholm, Sweden.
• Encryption: All data is encrypted in transit via TLS. Discord bot tokens are encrypted at rest using AES-256 encryption before being stored.
• Access: Access to personal data is strictly limited to what is necessary to operate the service.

5. Data Retention

We retain personal data only as long as necessary to provide the service. If you delete your account, bot tokens, configuration, and associated data are permanently purged within 30 days. For Premium users, ticket logs are retained until you explicitly delete them or close your account.

Anonymized live activity data (the ticker feed) is held in memory only and automatically cleared every 12 hours. It is never written to disk or a database.

6. Third-Party Services

We share data only where necessary to operate the service:

• Discord: Required to provide the modmail service via Discord's API.
• Stripe: Handles card-based payment processing. We do not store card details.
• Roblox: Robux-based subscriptions are purchased as a Roblox gamepass. Roblox handles the transaction; we receive only a webhook confirmation with your Roblox username to activate your subscription.
• Mistral AI: EU-based AI provider used for the Premium AI Assistant feature. Your data is never used to train models for other customers.
• Trustpilot: We may share your name and email address with Trustpilot for the sole purpose of sending you a service review invitation. You can opt out at any time by contacting us.

We do not sell or trade your personal data to any third party for marketing or advertising purposes.

7. Your Legal Rights (GDPR)

Under GDPR, you have the right to:

• Request access to your personal data.
• Request correction of inaccurate data.
• Request erasure of your data ("Right to be Forgotten").
• Object to or restrict processing of your data.
• Request portability of your data.
• Withdraw consent at any time.

To exercise any of these rights, email us at support@modmail.avioni.co or reach us via our official Discord community.

8. Contact

For any questions about this Privacy Policy, join our official Discord community or email us at support@modmail.avioni.co.