We are committed to protecting your privacy in every way we can. This page explains what we collect, why we collect it, who else ever sees it, how long we keep it, and what you can ask us to do about it. It covers the things you might not think to ask about, not just the things we are required to disclose.
Who we are. Snakecraft Hosting, LLC, doing business as RackGenius, 1887 Holton Rd Ste D PMB 171, Muskegon, MI 49445, United States. We are the controller of the data described in this policy. Last updated: August 31, 2026.
Information security
One of the most important ways to protect your privacy is to know very little about you. We collect the least personally identifiable information we can, which reduces how much can ever be exposed if we run into a security problem.
The technical and organizational measures protecting our infrastructure are documented in Annex II of our Data Processing Agreement, and they apply to your account data as much as to the data on your servers.
What we collect and why
| What | Why we have it | Legal basis (EEA and UK) |
|---|---|---|
| Name, business name, billing address, email, phone number | To open your account, invoice you, and reach you about your services | Performance of a contract |
| Payment details and transaction records | To take payment and keep accurate financial records | Contract, and legal obligation for the records themselves |
| Support tickets and their contents | To answer you, and to have a history when a problem recurs | Performance of a contract |
| IP addresses, login records, and administrative access logs | To secure accounts, investigate abuse, and troubleshoot faults | Our legitimate interest in keeping the platform secure |
| Identity verification records, where we ask for them | To confirm you are who you say you are, and to prevent fraud | Your explicit consent, which you may decline |
| Affiliate referral information, if you use the affiliate program | To attribute referrals and pay commission | Performance of a contract |
Identity verification
Some orders require identity verification before we provision them. Where that applies, verification is carried out through Stripe Identity, and it may involve a government-issued photo ID, a verification photograph, and partial identifying numbers. Review is restricted to company members, ordinary staff never see it, and the records are redacted immediately once the review is complete. We do not keep copies.
You can decline. If you would rather not verify, you can request a refund as described in our Terms of Service, and we will not hold it against you.
What we never do
- We do not sell your personal information. Not to advertisers, not to data brokers, not to anyone, for money or for anything else of value.
- We do not share it for cross-context behavioral advertising or targeted advertising.
- We do not run advertising or analytics trackers that profile you across the web.
- We do not read, index, mine or analyze the contents of your servers, and we do not use anything of yours to train machine learning models.
- We do not send your data to any third party beyond the short list below.
Who else ever sees it
We use a small number of service providers, and only where they are necessary to run the business. Each is bound by a written contract that limits them to acting on our instructions. This is the complete list:
| Provider | What they do | What they see | Where |
|---|---|---|---|
| 123Net, Inc. | Data center space, power, cooling and physical security | Physical custody of our servers only. No access to your account or your data. | Michigan, United States |
| Hetzner Online GmbH | Offsite backup storage for our billing and support system | Backup copies containing your account details, ticket history and invoices. Not the contents of your servers. | Germany |
| Stripe, Inc. | Card payments, and identity verification through Stripe Identity | Billing and payment details, and verification records where verification applies | United States |
| PayPal, Inc. | Payments | Billing and payment details | United States |
Card numbers go directly to Stripe or PayPal and are never stored on our systems. The software we run our platform on, including our billing, virtualization and hosting control panels, runs on our own hardware, so those vendors have no access to anything.
Where your data is
We are a Michigan company and our infrastructure is in Michigan, at 123Net DC4 in Grand Rapids and 123Net DC1 in Detroit. Two things happen outside the United States, and we would rather tell you plainly than bury them:
- Backups of our billing and support system are replicated to Germany, so that an event affecting both Michigan sites cannot destroy the only copy. Those backups contain your account details, ticket history and invoices. They are transferred over encrypted channels.
- One member of our team works from the United Kingdom and has administrative access, through the same authenticated and logged systems as everyone else.
Germany is in the EEA and the United Kingdom holds a European Commission adequacy decision, so neither needs additional transfer safeguards. Note that this is about our own records, not yours: the contents of your servers stay on our Michigan infrastructure and are not replicated to any other country.
Transfers of EEA and UK personal data to us in the United States are made under the Standard Contractual Clauses, as set out in our Data Processing Agreement.
How long we keep it
| Content on your services | Destroyed immediately and irrecoverably when the service ends, backups included. |
|---|---|
| Two exceptions to that | If you tell us there is a complication with your payment, we hold your data while you sort it out. If a service expires without a cancellation request, we hold it for a further 2 days so you have a chance to renew. |
| Account and contact details, ticket history | While your account is active, and for 36 months after your last activity with us, meaning the most recent of an active service, a support ticket, or a client area login. After that, deleted. |
| Invoices and payment records | Up to 7 years, because tax and accounting law requires accurate historical records. This is the one category we cannot delete on request. |
| Identity verification records | Redacted immediately after review. Nothing is retained. |
| Backup copies of our billing system | Kept on a rolling schedule and aged out within 30 days. When you ask us to delete something, it goes from our live systems straight away and disappears from backups as those copies expire. |
| Server, network and authentication logs | A limited period appropriate to security and troubleshooting, then discarded. |
Government and third-party requests
We think you have a right to know when someone comes asking about you. If a third party or a government body requests information about you or your activity, we will notify you, and we will do it promptly enough that you can respond. The only exception is a valid United States gag order that legally prohibits us from telling you.
When we receive a subpoena, warrant or court order, we disclose only what the demand actually requires, and we challenge demands that appear overbroad or unlawful. We do not give any government or law enforcement body direct, unrestricted or bulk access to customer systems, and we do not build back doors into them.
Your rights
Wherever you live, you can ask us to show you what we hold about you, correct it if it is wrong, or delete it. Open a ticket from the client area, or use our contact form if you no longer have an account. We respond within 30 days, we do not charge for it, and we will never treat you differently for asking.
If you are in the EEA, the UK or Switzerland, you also have the right to restrict or object to processing, to receive your data in a portable format, to withdraw consent where processing is based on consent, and to complain to your supervisory authority. In the UK that is the Information Commissioner's Office; in Switzerland, the Federal Data Protection and Information Commissioner. You do not have to come to us first, though we would like the chance to fix it.
If you are in California, Virginia, Colorado, Connecticut, Utah, Texas, Oregon or Montana, you have rights to know, access, correct, delete and port your personal information, and to opt out of its sale or sharing. We do not sell or share personal information, so there is nothing to opt out of and no opt-out link to click. We collect a small amount of sensitive personal information during identity verification, and we use it only to verify identity and prevent fraud, which is a permitted purpose that does not require a limitation option. If we ever refuse a request, you can appeal by replying to our response, and we will give you a written decision.
Account deletion
You can ask us to close and delete your account at any time. Almost everything goes. The exception is historical invoices and payment records, which we are legally required to keep accurate, so those survive account deletion for the period in the retention table above. Everything else, including your contact details and ticket history, is removed from our live systems immediately, and from our backup copies as those age out within 30 days.
Cookies
Our client area uses cookies to keep you logged in, remember your language and currency, and secure form submissions. Those are necessary for the site to work. If you arrive through an affiliate link, a cookie records the referral so commission can be attributed correctly. We do not use advertising cookies, and we do not run third-party trackers that follow you to other sites.
Children
Our services are for people aged eighteen and over. We do not knowingly collect personal information from children. If you believe a child has given us information, open a ticket and we will delete it.
Changes to this policy
We update this page when what we do changes. If a change materially reduces your privacy, we will give at least 30 days notice to account contacts before it takes effect. The date at the top of this page always reflects the current version.
Contact
Privacy questions, requests about your data, and anything else covered here: open a ticket from the client area, or use our contact form.
