Privacy Policy

MudCrab Labs ('we', 'us', or 'our') operates the mudcrab.co website and the store at store.mudcrab.co. This policy describes what personal data we collect, how we use it, and your rights regarding it.

By using our website or purchasing a product, you agree to the practices described in this policy.

Account and order data: your email address, a chosen display name and member number, your order history and transaction identifiers, your active and past subscriptions and their terms, and the license keys issued to or redeemed by you. This is required to fulfill your purchase, run your account, and provide support.

Payment data: payment is processed by our third-party payment providers (a payments processor that handles cards, digital wallets, bank transfers, and similar methods, and a separate cryptocurrency processor). We receive a transaction confirmation and, where applicable, the last four digits of your card; for cryptocurrency, a transaction reference. We never store your full card number, CVV, bank account details, or wallet keys.

Discord data: if you link your Discord account, we store your Discord user ID, your Discord display name at the time of linking, and the date you linked. We also check whether you are a member of our Discord server. We do not receive your Discord password. See the section on Discord and third-party integrations below.

Credentials we issue: a password you set (stored only as a salted hash) and an internal service token that our own systems use behind the scenes to validate your subscription. The service token is generated automatically when needed, is never surfaced to you, is not something you can use or share, and is invalidated when you delete your account, unlink Discord, or reset your password.

Log data: our servers automatically record standard web server logs, including your IP address, browser type and version, pages visited, referring URL, and timestamps. This data is used to operate and secure the service.

License activation and validation data: when you first sign in on a machine, our licensing system records a one-way hashed fingerprint of that machine so future sign-ins can verify the license is being used on the PC it was locked to. Raw hardware details are never stored, and the fingerprint cannot be reversed into a serial number, MAC address, or similar identifier. The software connects to us at launch and periodically while running to validate your license; these validation requests carry standard connection metadata such as your IP address and the time of the request. This data is linked to your account and stored securely.

To fulfill and manage orders, deliver license keys, and send transactional email such as receipts, key delivery, and critical account notices.

To validate licenses and detect unauthorised use or account sharing.

To respond to support requests and diagnose technical issues.

To detect and prevent fraud, abuse, and violations of our terms.

To maintain the security and integrity of our services.

We do not sell, rent, or trade your personal information to any third party for marketing purposes.

We use third-party providers to operate our services, including payment processors (card and cryptocurrency), hosting providers, email delivery services, the Discord platform, and the AI provider that powers our support assistant. These providers access your data only as necessary to perform their services on our behalf, and each has its own privacy policy.

We are not responsible for the privacy practices of third-party websites or platforms linked from our site.

Some features and community access are provided through Discord. When you link your Discord account, we exchange data with Discord to confirm your identity and server membership and to store the details described above. We may assign you a role in our server based on whether you hold an active subscription.

Anything you post in our Discord server, including in support tickets, is visible to our staff and handled under our policies, but your use of Discord itself is governed by Discord's own terms and privacy policy, which we do not control. Do not share sensitive personal information in community channels.

Support you send by email or in Discord may be read and answered first by an AI assistant, which sends the content of your message to a third-party AI provider to classify it and draft a reply. How this works, what is retained, and for how long, are described in our Support Assistant policy. By contacting support you consent to that processing.

We retain order and license records for as long as your account is active or as required by our legal and tax obligations, which is typically seven years for financial records.

Log data is retained for up to 90 days. Hardware fingerprint data associated with a license is retained for the duration of the license and up to 12 months after it is terminated. Discord link data is retained while your account is active and is removed when you unlink or delete your account; the internal service token is invalidated at the same time.

You may request deletion of your personal data at any time. We will action requests within 30 days, subject to any legal retention obligations.

We apply commercially reasonable technical and organisational security measures to protect your data against unauthorised access, loss, or disclosure.

No transmission over the internet or electronic storage system is completely secure. While we work to protect your information, we cannot guarantee absolute security, and you provide your information at your own risk.

You have the right to: know what personal data we hold about you; access a copy of that data; request correction of inaccurate data; request deletion of your data; object to or restrict certain processing; and, where processing is based on consent, withdraw that consent at any time.

To exercise any of these rights, contact us through the contact page. We will respond within 30 days.

Our website uses essential cookies required for the site and store to function correctly, such as session management and cart state. See our Cookie Policy for full details.

Our store and software are intended only for adults (18 or older, or the age of majority where you live), and our services are not directed at children. We do not knowingly collect personal data from anyone under 18. If you believe a minor has provided us with personal information, contact us and we will delete it promptly.

We may update this policy from time to time. The 'last updated' date at the top of this page reflects the most recent revision. Continued use of our services after a change constitutes your acceptance of the updated policy.

Privacy inquiries can be sent to hello@mudcrab.co or support@mudcrab.co.