Privacy Policy

1. Information We Collect

1.1 Account Information

When you create an account with PugWorks Cloud Backup, we collect:

Name and email address
Company or organization name
Billing address
Phone number (optional)
Account credentials (encrypted passwords)

1.2 Backup Data

The Service stores your backup data, which may include:

Files, folders, and documents you choose to backup
System configurations and settings
Database backups
Application data
Metadata about your files (names, sizes, timestamps, file structure)

Important: Your backup data is encrypted using military-grade AES-256 encryption before transmission and storage. We cannot access the contents of your encrypted backup data without your encryption keys.

1.3 Payment Information

For billing purposes, we collect:

Credit card information (processed securely through our payment processor)
Billing history and transaction records
Tax identification information (if applicable)

Note: We do not store complete credit card numbers on our servers. Payment processing is handled by PCI-DSS compliant third-party payment processors.

1.4 Usage and Technical Information

We automatically collect technical information about your use of the Service:

IP addresses and device information
Browser type and version
Operating system and hardware specifications
Backup agent version and configuration
Backup job logs (success/failure status, data volumes, timestamps)
Service usage patterns and performance metrics
Error logs and diagnostic information

1.5 Communications

We retain records of:

Customer support interactions
Email communications with our team
Feedback and survey responses

2. How We Use Your Information

2.1 Service Delivery

We use your information to:

Provide, maintain, and improve the backup service
Process and store your backup data securely
Authenticate your access to the Service
Monitor backup job status and send notifications
Restore your data when requested
Manage storage allocation and capacity

2.2 Billing and Administration

We process your information to:

Process subscription payments
Generate invoices and receipts
Manage your subscription plan
Calculate storage usage and billing
Detect and prevent payment fraud

2.3 Customer Support

We use your information to:

Respond to support requests
Troubleshoot technical issues
Provide guidance on service usage
Investigate and resolve service problems

2.4 Service Improvement and Analytics

We analyze usage data to:

Monitor service performance and reliability
Identify and fix bugs
Develop new features and improvements
Optimize backup efficiency
Understand user behavior patterns (in aggregate)

2.5 Communications

We may use your contact information to send:

Service notifications (backup status, errors, warnings)
Billing and payment reminders
Security alerts
Service updates and maintenance notices
Marketing communications (only with your consent, and you may opt-out anytime)

3. Data Security and Encryption

3.1 Encryption

We implement multiple layers of encryption to protect your data:

Data in Transit: All data transferred between your systems and our servers is encrypted using TLS 1.3
Data at Rest: All backup data stored on our servers is encrypted using AES-256 encryption
End-to-End Encryption: Your backup data is encrypted on your device before transmission
Encryption Keys: You control your encryption keys, and we cannot decrypt your backup data without them

3.2 Security Measures

We maintain comprehensive security controls:

Regular security audits and penetration testing
Access controls and authentication requirements
Network security and firewalls
Intrusion detection and prevention systems
Regular security updates and patches
Employee security training
Incident response procedures

3.3 Data Centers

Your data is stored in secure, certified data centers with:

24/7 physical security and monitoring
Redundant power and cooling systems
Fire suppression systems
SOC 2 Type II certification
Geographic redundancy for Enterprise plans

4. Data Retention

4.1 Active Accounts

For active subscriptions:

Backup data is retained according to your plan's retention policy (30-365 days)
Account information is maintained for the duration of your subscription
Billing records are retained for tax and accounting purposes (typically 7 years)

4.2 Canceled or Terminated Accounts

After account cancellation or termination:

Backup data is retained for 30 days to allow for account reactivation
After 30 days, backup data is permanently deleted
Account information may be retained for legal and accounting purposes
Billing records are retained as required by law

4.3 Legal Holds

Data may be retained longer if required by:

Legal proceedings or investigations
Regulatory requirements
Compliance obligations

5. Data Sharing and Disclosure

5.1 We Do Not Sell Your Data

PugWorks does not sell, rent, or trade your personal information or backup data to third parties.

5.2 Service Providers

We may share limited information with trusted service providers who assist us in operating our business:

Cloud Infrastructure Providers: AWS (Amazon Web Services) for hosting and storage
Payment Processors: For processing credit card payments
Email Service Providers: For sending service notifications
Analytics Tools: For understanding service usage (aggregate data only)

All service providers are bound by confidentiality agreements and are prohibited from using your data for any purpose other than providing services to PugWorks.

5.3 Legal Requirements

We may disclose information if required by law or legal process:

In response to valid court orders or subpoenas
To comply with legal obligations
To protect the rights, property, or safety of PugWorks, our users, or the public
To detect, prevent, or address fraud or security issues

Note: Due to encryption, we cannot access the contents of your backup data even if legally compelled to do so.

5.4 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred to the acquiring entity. We will notify you of any such change and your options regarding your data.

6. Your Privacy Rights

6.1 Access and Portability

You have the right to:

Access your account information and backup data at any time
Download your backup data
Export your data in common formats
Request a copy of your personal information

6.2 Correction and Updates

You can:

Update your account information through the dashboard
Correct inaccurate personal information
Modify your backup configurations

6.3 Deletion

You have the right to:

Delete specific backup data
Cancel your account and request deletion of your data
Request deletion of your personal information (subject to legal retention requirements)

6.4 Opt-Out Rights

You can opt-out of:

Marketing communications (unsubscribe links in emails)
Non-essential notifications
Analytics cookies (through browser settings)

Note: You cannot opt-out of essential service communications (backup status, security alerts, billing notifications).

6.5 GDPR Rights (EU Residents)

If you are a resident of the European Union, you have additional rights under GDPR:

Right to access your personal data
Right to rectification of inaccurate data
Right to erasure ("right to be forgotten")
Right to restrict processing
Right to data portability
Right to object to processing
Right to withdraw consent
Right to lodge a complaint with a supervisory authority

6.6 CCPA Rights (California Residents)

If you are a California resident, you have rights under the California Consumer Privacy Act:

Right to know what personal information is collected
Right to know if personal information is sold or disclosed
Right to opt-out of the sale of personal information (we do not sell personal information)
Right to deletion of personal information
Right to non-discrimination for exercising CCPA rights

6.7 Exercising Your Rights

To exercise any of these rights, please contact us at privacy@pugworks.com. We will respond to your request within 30 days.

7. Cookies and Tracking Technologies

7.1 Cookies We Use

We use the following types of cookies:

Essential Cookies: Required for authentication and service functionality
Preference Cookies: Remember your settings and preferences
Analytics Cookies: Help us understand how you use the Service (aggregate data)

7.2 Managing Cookies

You can control cookies through your browser settings. Note that disabling essential cookies may impair service functionality.

7.3 Do Not Track

Our Service does not respond to Do Not Track signals as we do not track users across third-party websites.

8. International Data Transfers

Your information may be transferred to and stored on servers located in the United States and other countries. By using the Service, you consent to the transfer of your information to countries outside your country of residence, which may have different data protection laws.

For EU residents, we ensure appropriate safeguards are in place for international transfers, including:

Standard Contractual Clauses approved by the European Commission
Compliance with Privacy Shield principles (where applicable)
Other legally approved transfer mechanisms

9. Children's Privacy

The Service is not intended for use by individuals under the age of 18. We do not knowingly collect personal information from children. If we discover that we have collected information from a child, we will promptly delete it.

10. Data Breach Notification

In the event of a data breach that affects your personal information or backup data:

We will investigate the incident promptly
We will notify affected users within 72 hours of discovery
We will provide details about the nature of the breach and steps being taken
We will notify relevant regulatory authorities as required by law
We will take immediate action to prevent further unauthorized access

11. Third-Party Services and Links

The Service may contain links to third-party websites or integrate with third-party services. This Privacy Policy does not apply to third-party websites or services. We are not responsible for the privacy practices of third parties. We encourage you to review the privacy policies of any third-party services you use.

12. Business Accounts and Administrator Access

For business accounts:

Company administrators can manage user accounts and access permissions
Administrators may have access to backup data for users within their organization
Administrators can view usage reports and activity logs
The company/organization is the data controller for business accounts
Individual users should direct privacy requests to their company administrator

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. When we make material changes:

We will update the "Last Updated" date at the top of this policy
We will notify you via email or through the Service
For material changes, we may require you to accept the updated policy
Your continued use of the Service after changes constitutes acceptance of the updated policy

We encourage you to review this Privacy Policy periodically.

14. Data Protection Officer

For privacy-related inquiries or to exercise your privacy rights, you may contact our Data Protection Officer at:

Email: privacy@pugworks.com
Subject Line: Privacy Request - [Your Request Type]

15. Compliance Certifications

PugWorks Cloud Backup maintains compliance with:

GDPR (General Data Protection Regulation)
CCPA (California Consumer Privacy Act)
SOC 2 Type II (for Enterprise plans)
Industry-standard security practices