UltraAV Privacy Policy

Last Updated: August 30, 2024

Table of Contents:

1. Introduction
2. Product Privacy Notices
3. What Information Do We Collect About You?
4. How Do We Use Your Information?
5. Who Do We Share Your Information with and Why?
6. Security
7. International Data Transfers
8. Data Retention
9. Your Rights
10. Age Restrictions
11. Privacy Policy Updates
12. Contact Us

1. Introduction

UltraAV is provided by Anchorfree, LLC. At Achorfree, LLC (“we”, “us”, or “our”), we believe it’s important that everyone, regardless of their situation, can obtain secure and private access to the internet. We always aim to provide this access without compromising the privacy of our customers.

This UltraAV Privacy Policy (“Privacy Policy”) describes our privacy practices across all of our products, services, apps, and websites that link to this policy (we refer to these collectively as our “services”).

See the Contact Us section below for more information about us and our contact details.

2. Product Privacy Notices

Certain of our services may process data differently or in additional ways compared to other services that we note in Product Privacy Notices specific to such services, in product documentation, or inside products themselves at places where such information is relevant. Please refer to these Products Privacy Notices to better understand our privacy practices for each product:

• VPN Product Privacy Notice

• Anti-Virus Product Privacy Notice

3. What Information Do We Collect About You?

This section describes the various categories of personal data (or ‘personal information’) we collect from and about you. This information is not collected in all situations, but only in specific product-specific situations. For example, as noted in our Anti-Virus Product Privacy Notice, our VPN services only collect a limited amount of personal data and specifies that the browsing history associated with any websites or apps visited during a VPN session are not connected to any customer information, unless the customer provides their identity and associated information as part of a customer support request.

3.1 Information You Provide to Us

• Account Information. Some services require, or allow you to create, an account before you can access them. As part of registering for an account, we may collect information such as your name, username, email address, and password.
• Billing and Payment Information. In order to purchase a service, you may need to provide us with details such as billing name, billing contact details (street addresses, email addresses), and payment instrument details. Our payment processing partners process this basic billing information for payment processing and refund requests.
• Communications and Submissions. You may choose to provide us with information when you communicate with us (e.g. via email, phone, or chat for support or to inquire about our services), including when you fill out an online form, respond to surveys, provide feedback, post comments to our website, participate in promotions, or submit information through our services.

3.2 Information Collected when You use Our Services

• Usage information. We collect information about how you interact with our services, including when you visit and use our websites or apps, including which UltraAV web pages or app features are used, and when and for how long you use our services. We may use cookies and/or other technologies to collect this information. See below for more information.
• Device information. We collect information from and about the device you use to access our services, including about the browsers and apps you use to access our services. For example, we may collect device or mobile advertising identifiers, browser types, device types and settings, operating system versions, mobile, wireless, and other network information (such as internet service provider name, carrier name and signal strength), and application version numbers. We may use cookies and other technologies to collect this information. See below for more information.
• Diagnostic information. We may collect information about the nature of the requests that you make to our servers, such as what is being requested, information about the device and app used to make the request, timestamps, and referring URLs. Location information. Unless otherwise expressly stated or with your consent, we do not collect your location information based on your device’s GPS or other device sensor data. However, we may collect your approximate location by calculating an imprecise latitude and longitude based on your IP address to provide you with better service (e.g. to connect you to the nearest and fastest VPN server).
• VPN-Specific Information. Our VPN products do not log any information that associates your account credentials or identity with your VPN session activity. We do not maintain any records that show what websites you were browsing or apps accessed through a VPN connection. However, we will:
  • Identify the locations of the VPN servers utilized
  • Collect similar diagnostic information as referenced above.
  • Ask you to rate your connection and provide some more detailed survey information if you are not satisfied with the service. This information is not tied to a specific user.
  • We may also assign your device a ‘hash’, which is a random ID generated when you first launch one of our VPN apps. Device hashes are not linked to VPN browsing activity or user identity, but may be used to measure individual user activity.

See the VPN Products Privacy Notice for more information.

3.3 Information Provided to Us by Third Parties

• Third Party Invitation. If you are invited to use one of our services, the person who invited you may submit your personal data, such as your email address or other contact information.

• Third Party Accounts. Some services may allow you to register an account using a third-party account (such as a Google or Microsoft account). If you do so, that third party may send us some information about you that they have. You may be able to control what information they send us via your privacy settings for that third party account.

• Threat Information. We receive information from reputable members of the security industry who provide information to help us to provide, develop, test, and improve our services (for example, lists of malicious URLs, spam blacklists, phone number blacklists, and sample malware). Some of this information may contain personal data on an incidental basis.

4. How Do We Use Your Information?

We use the information we collect for various purposes described below. For visitors from the European Economic Area (EEA) or U.K., please also note our lawful basis for each processing activity below:

• To provide, maintain, troubleshoot, and support our services. We use your information for this purpose on the basis that it is required to fulfill our contractual obligations to you. Examples include:

  • For our VPN products, using information about how much bandwidth you use and how long you use our services in order to provide the services in accordance with a plan to which you have subscribed;

  • For our digital threat platform, using threat and device information to determine whether certain items pose a potential security threat; and

  • Generally, to ensure the proper functioning of our services.

• For billing and payment purposes. We use your information in order to perform billing administration activities and process payments, which are required to fulfill our contractual obligations.

• To communicate with users and prospective users. We use your information to communicate with you, including by responding to your requests, and sending you information and updates about our services. We may do this in order to fulfill our contract with you, because you consented to the communication, or because we have a legitimate interest in providing you with information about our services.

• To improve our services. We want to offer you the best services and user experiences we can, so we have a legitimate interest in continually improving and optimizing our services. To do so, we use your information to understand how users interact with our services. Examples: we analyze certain usage, device, and diagnostic information to understand aggregated usage trends and user engagement with our services (and, for example, invest in technical infrastructure to better serve regions with increasing user demand); we may use device and threat information to conduct spam, threat, and other scientific research to improve our threat detection capabilities; we review customer feedback to understand what we could be doing better.

• To develop new services. We have a legitimate interest in using your information to plan for and develop new services. For example, we may use customer feedback to understand what new services users may want.

• To market and advertise our services. We may use your information to provide, measure, personalize, and enhance our advertising and marketing based on our legitimate interest in offering you services that may be of interest. Examples: we may use information such as who or what referred you to our services to understand how effective our advertising is; we may use information to administer promotional activities such as sweepstakes and referral programs. Note that our VPN products do not use your VPN browsing activity for these purposes and we do not maintain any records that show what you were browsing or accessing through a VPN connection.

• To prevent harm or liability. We may use information for security purposes (such as to investigate security issues or to monitor and prevent fraud) and to prevent abuse. We may do this to comply with our legal obligations, to protect an individual’s vital interests, or because we have a legitimate interest in preventing harm or liability to us and our users. For example, we may use account, usage, and device information to determine if an entity is engaging in abusive or unauthorized activity in connection with our services.

• For legal compliance. We may use your information as required by applicable law, legal process, or regulation. We may also be compelled by a contract or court to provide certain information necessary to our business partners in order to fulfill the terms of a business agreement. To learn about our practices regarding sharing your information with third parties for legal compliance purposes, see Section 5.1 below. We also use your information to enforce our legal rights and resolve disputes.

5. Who Do We Share Your Information With and Why?

5.1 In General

We may disclose your information in the following circumstances:

• In accordance with your instructions or consent. For example, some services may allow you to register an account using a third-party account (such as a Google or Microsoft account). If you choose to do so, we will share information with the applicable third-party account provider.

• To your business organization (for our business services). If a business customer is providing you with access to our services through a business account, others in that organization may be able to see and manage the information necessary to maintain your account and the personal contact information associated with it (such as an administrator). Please note the following details about information shared as a result of these relationships: (a) business organizations do not get access to, or receive any reports from, any network or Internet usage information related to your VPN activity; and (b) business organizations do not receive any information our identity products provide to you, such as information associated with your credit report, credit alerts, or other identity-related information unless you provide them with express consent for any such use in each instance of their request.

• For collaborating with others on your behalf. Some services may provide ways for different users to interact or collaborate with each other. Your information will be shared in connection with those activities if you choose to engage in them.

• Vendors and service providers. To help us provide some aspects of our services, we work with trusted third parties and partners (including our affiliates). To protect your data, we enter into appropriate confidentiality and data processing terms with these third parties, review their security practices, and limit information sharing to the scope of what they are helping us with. Examples of activities that third parties help us with include:

  • processing customer payments,

  • providing analytics about our services

  • providing sales and customer support

  • providing certain features or functionalities of our services

  • maintaining the infrastructure required to provide our services

  • delivering our marketing and advertising content.

• To a new owner(s) of our services or any of our assets. If ownership or control of all or part of our services, assets, or business changes, we may transfer your information to the new owner.

• For collection of aggregated or de-identified data. We may collect, use and share technical usage data or other user data that is aggregated and/or de-identified such that it no longer reveals the identity of an individual user for regulatory compliance, research and analysis, our own marketing and advertising activities, improvement of our services, and other legitimate business purposes.

• To comply with legal processes and the law. We may share your information if we are required to do so by applicable law; to comply with our legal obligations; to comply with legal process; and to respond to valid law enforcement requests relating to a criminal investigation or alleged or suspected illegal activity that may expose us (or affiliates), you, or any of our other users to legal liability. If we share your information for these purposes, we limit the information shared to what is legally necessary, and challenge information requests that we believe are unlawful, overbroad, or otherwise invalid. To reiterate, our VPN products do not collect information about which websites you visit or apps you use, so this information is not accessible in a law enforcement request.

• To enforce our rights and prevent fraud and abuse. We may share limited amounts of your information to enforce and administer our agreements with customers and users, and to respond to claims asserted against us or our affiliates. We may also share your information in order to protect against fraud and abuse against us, our affiliates, users and others.

• To verify your data. To the extent you use certain of our identity protection offerings, some services require you to verify your identity as part of creating an account and your information may be used or shared with applicable service providers for such verification purposes.

5.2. Cookies and Other Tracking Technologies

We use various technologies in our services to help us collect certain website or app user information.
These technologies include:

• Cookies. Cookies enable us or third parties that we allow to set cookies on your device to recognize visitors to our websites. For more information on how we use cookies, please review the cookie notice associated with each product website indicated below.

  1. How We Use Cookies. We use cookies:

     • To provide our services. Some cookies are essential for the proper operation of our services. For example, cookies allow us to authenticate who you are and whether you’re authorized to access a resource.

     • To store your preferences. Cookies can store your preferences, such as language preferences or whether to pre-fill your username on sign in forms. We may also use them to optimize the content that we show to you.

     • For analytics. Cookies are used to inform us how users interact with our services so we can, as a legitimate interest, improve how they work (such as what screens or webpages you access, and whether our advertising is effective).

     • For security. Cookies can enable us and our payment processors to detect certain kinds of fraud.

     • For our advertising-related purposes. We advertise our services online with the help of third parties who show ads and marketing about us on sites around the internet.

  2. Your Choices with Our Use of Cookies.

     • We collect certain information by automated means when you interact with our website(s). Our Service Providers (such as analytics providers) may also place cookies and similar technologies on our website. For more information on our website’s use of cookies, visit the privacy or cookie-specific notices here.

     • You have the ability to manage your cookie preferences in your web browser settings, including deleting cookies and blocking cookies from being set on those browsers or devices. Visit the “help” section of your browser to understand what controls it gives you over cookies. Note that deleting or blocking certain cookies could adversely impact the proper operation of our services.

     • Industry Advertising Choices: For information on how to opt out of personalized or interest-based advertising from select advertising partners on our website, you can visit the following pages:

       • U.S.: Digital Advertising Alliance opt out page

       • EU or UK: Your Online Choices

• Pixel Tags / Page Tags / Web Beacons / Tracking Links. These tools allow us to determine if you perform a specific action on a web page or email message. When you access a page, ad, or email, or click a link, these items let us know that you have accessed that page, opened an email, or clicked a link. They may also indicate your Internet Protocol (IP) address, which enables us to determine your approximate geographic location as assigned by your Internet Service Provider.

• Software Development Kits (SDKs) / Software. This mobile app software is provided by our business partners that enables our mobile apps to interact with the services those partners provide.

6. Security

We employ a range of administrative, organizational, technical, and physical safeguards designed to protect your data against unauthorized access, loss, or modification. Access to your Account Information and Services Information is restricted to our employees who require such access to perform their job functions. While our controls are strong, no data security measures can guarantee 100% protection.

7. International Data Transfers

We may transfer your personal data to countries other than the one in which you reside. We do this to facilitate our operations, and transferees may include our affiliate companies, service providers, and partners. Laws in other countries may be different to those that apply where you reside. For example, personal data collected within the U.K., Switzerland or the European Economic Area (EEA) may be transferred and processed in the United States for purposes described in this policy. However, we put in place appropriate safeguards that help to ensure that such data receives an adequate level of protection, which typically includes entering into a contract with corporate recipients that requires both parties to adhere to the Standard Contractual Clauses (aka ‘Model Contracts’) adopted by the European Commission or UK for such transfers to the U.S. You may contact us if you would like more information about such safeguards.

If you change your country of residence, the company responsible for your data may change accordingly (e.g. from us to one of our affiliate entities operating in such country), and your data may be transferred to that other company.

For users of our VPN products, if you are a UK or EEA resident and you choose to use our software to route your Internet traffic through servers in countries not deemed ‘adequate’ by the UK or EEA, then you acknowledge that such transfers are executed at your direction and with your unambiguous consent.

8. Data Retention

With respect to our VPN products, we do not collect or retain data about your browsing activity while you are connected to the VPN Services. We generally retain your personal information for as long as is needed to provide the services to you, or for as long as you have an account or subscription with us. We may also retain personal information if required by law, or for our legitimate interests, such as abuse detection and prevention, and defending ourselves from legal claims. Residual copies of personal data may be stored in backup systems for a limited period as a security measure to protect against data loss. For more information on the information stored, visit our VPN Products Privacy Notice.

9. Your Rights

9.1 General

Depending on your country of residence, you may have certain legal rights in relation to your personal data that we maintain. Subject to exceptions and limitations provided by applicable law, these may include the right to:

• access and receive a copy of your personal data;

• correct your personal data;

• restrict the processing of your personal data;

• object at any time to the processing of your personal data;

• have your personal data erased;

• data portability;

• withdraw any consent you previously gave to the processing of your data (such as opting out to marketing communications);

• lodge a complaint with a data protection authority;

• request that we provide you with the categories of personal data we collect, disclose or sell about you; the categories of sources of such information; the business or commercial purpose for collecting or selling your personal data; and the categories of third parties with whom we share personal data. This information may also be provided in this Privacy Policy.

You may be able to exercise some of these rights by using the settings and tools provided in our services. For example, you may be able to update your user account details via the relevant account settings screen of our apps. You may also be able to opt out from receiving marketing communications from us by clicking an “opt out” or “unsubscribe” link in such communications.

Some mobile and web browsers transmit "do-not-track" or “opt-out preference” signals. We currently do not take action in response to these signals. Otherwise, if you wish to exercise any of these rights, you may contact us using the details in the “Contact Us” section below. As permitted by law, we may ask you to verify your identity before taking further action on your request. You may also be permitted to designate an authorized agent to submit certain requests on your behalf. If you do so, you must give the authorized agent written permission to make such requests, or a power of attorney. We may also follow up with you to verify your identity before processing the authorized agent’s request.

9.2 State Specific Privacy Rights (U.S. Only)

If you are a resident of California, Colorado, Connecticut, Maine, Nevada, Oregon, Texas, Utah, or Virginia, you have specific rights under your state’s privacy laws:

• Your right to know what personal information we collect, how we use and share it, and how long we keep it. This Privacy Policy provides details about our collection and use practices. The state laws generally require that we provide you information about the categories of personal information we collect and the purposes for which we collect each category.
  As set forth in Section 3 of this Privacy Policy, we collect personal information when you interact with us and use our products and services, from third parties, and from the devices you use. Some of the information we collect, such as social security number, driver’s license, passport number, financial account data, email contents, is considered sensitive personal information under state privacy laws. We retain information only as long as reasonably necessary for business, accounting, tax or legal purposes and then securely delete it. We use the information we collect for business and commercial purposes as those terms are defined by the CCPA. Third parties/service providers we use to do work on our behalf may use information for the same purposes.

• Your rights to access, delete and correct information. Please contact us to request that we delete personal information we have about you, unless we need it for reasons specified by the laws, and to correct inaccurate personal information we have about you. You may also request access to your information, and we will provide the relevant information to you in a portable and readily usable format.

• Use of sensitive personal information. For sensitive personal information that we collect, we will only use or disclose it either with your specific consent when required, or as otherwise permitted by law.
  If you are a resident of California, you have the right to limit the use of sensitive personal information if we use that information for purposes beyond what is needed to provide the products and services you request or for other reasons specified in the CPPA. As we do not use or disclose sensitive personal information for other purposes without your consent, we do not offer you an option to limit the use of sensitive personal information.

• You have the right to tell us not to use personal information to create profiles about you that we use to inform decisions that have legal or similarly significant effects. We do not use personal information to profile you to further decisions that have legal or similar significant effects.

• You have a right to tell us not to sell personal information or process it for certain targeted advertising purposes. The laws vary in the way they define sale and certain targeted advertising, but generally, they require that we provide you with the ability to limit activities that involve sharing personal information for monetary or other valuable consideration and using personal information about you from your activity across other websites or apps to target ads to you. You can opt out of certain sharing or processing of your personal information by accessing your privacy choices page or the cookie “Storage Preferences” banner, which further describes how we honor privacy control signals you may set on your browser. We do not respond to Do Not Track signals. We do not knowingly sell or share personal information related to children under 16 years of age.

• Some states allow you to appeal a denial of your request to exercise the privacy rights provided by the state law. If you are a resident of Colorado, Connecticut, Oregon, Texas, or Virginia and we deny your request, you can appeal the denial of a request to exercise privacy rights by following the instructions listed in the denial communication, by submitting a request through a privacy inquiry form.

• You have the right to not be discriminated against. We do not discriminate against you if you exercise any rights provided to you by state law.

• Where to exercise your rights. You can exercise your right to know, access, delete, and correct data, or in California, Colorado, Connecticut, Oregon and Texas you may appoint an authorized agent to act on your behalf, by submitting a request. You can exercise your right to opt-out of selling and sharing by visiting your privacy choices page or the cookie “Storage Preferences” banner. Note we require you to verify your identity using the processes we describe in the dashboard or the privacy choices page before we fulfill your request.

9.3 California Privacy Rights

We do not ‘sell’ or ‘share’ personal information for our own monetary benefit. However, as the CCPA defines ‘sell’ and ‘share’ broadly, some of the advertising services that support our website, marketing efforts, and mobile applications use third party advertising services that may be deemed a ‘sale’ or ‘sharing’ under California Law. Please visit our cookie policy page to see the list of cookies, cookie notices, or app-specific advertising services to indicate your continued preferences to receive such personalized ads.

This Privacy Policy describes the categories of personal information we collect, process, and share with service providers and other businesses. If you would like to exercise your rights to receive the specific pieces of information, or other rights indicated above applicable to you, please refer to the ‘Contact Us’ section below.

10. Age Restrictions

Our services are not intended for and may not be used by minors. In this context, minors are individuals under the age of 16, except for our identity and credit monitoring services, which are restricted to those under the age of 18. We do not knowingly collect personal data from minors or allow them to use our services. If we discover that we have collected personal data from a minor, we may delete such data without notice. Please note that the legal terms under which we make certain services available may require users to be older than 16 years of age.

11. Privacy Policy Updates

We may update this Privacy Policy from time to time in accordance with this section for reasons such as changes in laws, industry standards, and business practices. We will post updates to this page and update the “Last updated” date above. If we make updates that materially alter your privacy rights, we will also provide you with advance notice, such as via email or through the services. If you disagree with such an update to this policy, you may cancel your services account. If you do not cancel your account before the date the update becomes effective, your continued use of our services will be subject to the updated Privacy Policy.

12. Contact Us

We expect this Privacy Policy to evolve over time and welcome feedback from our users about our privacy practices. If you would like to exercise your rights, have any questions or complaints about our privacy practices, you can contact us using the following details:

Anchorfree, LLC
250 Northern Ave
3rd Floor, Boston, MA 02210
privacy@anchorfree.com

For visitors from the UK or EEA, the GDPR gives you additional rights to contact our Data Protection Officer (DPO). We have appointed Bird & Bird DPO Services SRL as a DPO for us and our services. Our DPO may be reached:

• by email to: DPO.Aura@twobirds.com

• by mail to: Bird & Bird DPO Services SRL, Avenue Louise 235 b 1, 1050 Brussels, Belgium