Privacy Policy

Account Data and How It Is Used

No email address is required; a username and password are enough to create an account. The account system processes usernames, information needed to verify passwords, subscription status, and traffic usage for authentication, access control, and plan usage tracking. An email address is not required for account creation. If a user voluntarily provides an email address or other personal information in a support ticket, it is used only as needed to handle that request.

Order records include the selected plan, amount due, payment status, and transaction reference used to confirm service activation, process refunds, and resolve billing disputes. Ticket messages and replies are used to troubleshoot issues. Before submitting a screenshot, please hide passwords, complete subscription links, and personal information unrelated to the issue.

No-Logs Policy and Connection Information

VPNWhen follows a no-logs policy: it does not record which websites users access through its subscription services, store browsing content, request bodies, or DNS query history, or create records that can trace an individual's browsing activity.

Authentication results, current connection status, and cumulative traffic required to operate the service are operational data, not browsing history. Temporary connection status is cleared when a connection ends. Temporary technical records needed for troubleshooting are kept only as long as necessary and deleted once the issue is resolved and the records are no longer needed. Individual connection details are not kept long term. Plan usage summaries are handled separately from connection activity details; usage summaries do not include access destinations.

Analytics and Browser Storage

Website analytics help us understand page visits, referral sources, and button usage to improve navigation and content. Analytics are limited to interactions on marketing pages and are not used to collect destinations accessed through subscription connections. Passwords, authentication credentials, and complete subscription links should not be included in analytics events.

Cookies and local storage are used to maintain necessary sessions and save login status and language preferences. Analytics may also use cookies to distinguish visit sessions. Users can manage or clear this data in their browser; doing so may require logging in again or resetting preferences. Logging out and clearing local data do not automatically delete server-side accounts or orders.

Third-Party Payments and Data Sharing

Payment methods include Alipay / WeChat Pay / USDT. Payment authorization or transfer confirmation is handled by the relevant third-party service. VPNWhen receives transaction results needed to reconcile orders and does not ask users to submit their payment account passwords to this site. Third parties may handle payment information under their own rules; please review their privacy notices before paying.

VPNWhen does not sell account data. Necessary data is shared with relevant service providers only when required to deliver the service, complete transactions, handle user requests, or meet applicable legal obligations. Its use and access are limited to what is needed. Data requests made under applicable law are verified through the relevant procedures.

Data Retention, Deletion, and Privacy Requests

Account data is kept while the account is active and for as long as needed to manage the service. Order and refund records are retained as required for transaction reconciliation, dispute handling, and applicable laws. Support tickets and analytics data are deleted or de-identified once their purposes have been fulfilled. Retention periods are not set uniformly for data with different purposes.

Users can sign in to the panel and use the support ticket portal to request access to, correction of, or deletion of their data, and specify the scope of the request. Account ownership must be verified before processing. Deletion may affect login, subscriptions, and future billing inquiries. Records that must be retained by law or relate to an unresolved dispute will have their use restricted and be handled once the reason for retention no longer applies. Remaining data in backups is cleared as backups are updated and is not reused for routine business operations.

Policy Updates and Scope

When this policy changes, the revised text will be published on this page and the date at the top will be updated. Important changes to data use, sharing, or user rights will be announced on the website or user panel. Matters that legally require consent will be handled separately. Please submit privacy questions through a panel support ticket. Service rules are set out in the Terms of Service.