Privacy Policy

Account Details and Purposes of Processing

VPNUrban does not require an email address to create an account; a username and password are sufficient. Email is not required for account creation, and this service will not ask you to provide one for that purpose. If you voluntarily include an email address in a support ticket, it will be used only to handle that request.

Account details are used for authentication, subscription delivery, access management and account security. Passwords should be stored as irreversible verification data and are not used by customer support to verify your identity. Do not include passwords, login credentials or complete subscription links in support tickets.

Order records include the selected plan, amount, payment status and transaction identifiers. They are used to activate the service, reconcile payments, handle refunds and resolve order disputes. Support ticket content is used to investigate issues you report. Before submitting a screenshot, please obscure unrelated account and personal details.

No-Logs Policy and Connection Data

This service follows a no-logs policy. It does not record which websites users access through international routes, store browsing content, accessed addresses, DNS query history or the contents of communications, or create browsing histories linked to accounts.

To provide connectivity, the system must process connection status, route selection and traffic usage in real time. Connection status is used only during operation as needed to maintain a session and troubleshoot issues; it is not retained long-term as a retrievable connection history. An account's cumulative traffic is billing data, not a record of individual website visits.

Security event records required for website logins, account actions and order processing are not route browsing logs. These records are used only to identify unusual activity and handle disputes, with access limited by purpose. They are deleted or de-identified once their purpose has been fulfilled and are not used to reconstruct users' online activity.

Site Analytics and Local Storage

Website analytics help us understand page visits, referral channels and button usage so we can improve content and user flows. Analytics are intended for aggregated analysis, are not linked to route browsing activity, and do not include passwords, payment credentials or subscription links as event data.

Cookies and local storage may be used to maintain login status, remember language selection and save essential interface preferences. Login credentials are sensitive information. Avoid keeping a session on a shared device and log out when you are finished.

You can clear cookies and site storage or restrict their use through your browser settings. After clearing them, you may need to log in again and reset your preferences. Clearing data on your device does not automatically delete account, order or support ticket records on the server.

Third-Party Payments and Data Sharing

This service supports Alipay / WeChat Pay / USDT. Payments are processed by the respective third-party provider, and data required to complete a transaction is subject to that provider's rules. VPNUrban receives payment results and transaction identifiers needed to verify orders; users are not asked to submit payment account passwords on this website.

This service does not sell account details. Data is shared only to the extent necessary to deliver the service, meet applicable obligations or respond to lawful requests, with the purpose and scope of processing limited accordingly. This policy does not govern data collection by third-party pages you visit after being redirected.

Retention Periods and Deletion Requests

Account details are retained while account services are provided. Order and refund records are retained as required for settlement, dispute handling and applicable law. Support ticket and security event data are kept only until the related matter is resolved and necessary verification is complete. Different records serve different purposes, so no uniform retention period is set without confirmation.

You can log in to the user panel and submit a request to review, correct or delete account details through the support ticket portal, specifying the scope of your request. Account ownership will be verified before processing. Deleting an account may affect subscription access and future order lookups, so please confirm which records you still need before making a request.

Data that must be retained by law or to resolve an outstanding dispute will have its use and access restricted. It will be deleted or anonymized when no longer needed. The outcome of your request, and any reason data cannot yet be deleted, will be communicated through the original support ticket.

Policy Updates and Questions

If the purposes or scope of data processing or user rights change, this service will update this policy and revise the last-updated month. Significant changes to processing practices will be explained through an on-site notice. Updating this page does not replace consent where consent is legally required.

If you have questions about this policy or data processing, submit a support ticket through the user panel. See the Terms of Service for service rules and the Refund Policy for information about refund requests.