Privacy Policy

1. Information We Collect

We collect information necessary to provide and improve our Service. The types of information we collect include:

• Server Data: Server IDs, server names, channel IDs, role IDs, and other configuration data required for Twiqet's ticket system functionality.
• User Data: Discord user IDs, usernames, and discriminators for ticket management, permissions, and user identification within tickets.
• Ticket Data: Ticket IDs, creation timestamps, ticket status, and metadata related to ticket operations (we do not store message content unless explicitly configured for logging purposes).
• Authentication Data: OAuth tokens and session information when you log in to the dashboard through Discord.
• Usage Data: Technical information such as command usage, error logs, timestamps, and performance metrics to improve the Service and prevent abuse.
• Premium Data: Information related to premium subscriptions, including server IDs, subscription status, and expiration dates (processed through Discord's subscription system).

2. How We Use Information

We use the collected information for the following purposes:

• Service Provision: To provide, maintain, and operate Twiqet's core features, including ticket creation, management, and closure.
• Authentication: To authenticate users and manage access to the dashboard and bot features.
• Configuration: To store and apply your server-specific settings, panel configurations, and category settings.
• Improvement: To analyze usage patterns, troubleshoot issues, monitor uptime, and improve the bot's functionality and performance.
• Security: To detect, prevent, and address technical issues, abuse, fraud, or security threats.
• Compliance: To enforce our Terms of Service and comply with legal obligations.
• Communication: To respond to support requests and communicate important service updates (when applicable).

3. Data Storage and Security

• Storage: We store data using secure cloud-based databases (MongoDB) and caching systems (Redis). All data is encrypted in transit and at rest.
• Security Measures: We implement industry-standard security practices, including encryption, access controls, and regular security audits to protect your data from unauthorized access, disclosure, alteration, or destruction.
• Data Minimization: We only collect and store the minimum amount of data necessary to provide the Service. We do not store message contents unless explicitly required for support operations or logging features you have enabled.
• No Third-Party Sharing: We do not sell, trade, or rent your personal data to third parties. We do not share your data except as described in this policy.
• Access Control: Only authorized personnel have access to stored data, and access is logged and monitored.

4. Data Retention

• Active Use: We retain data for as long as your server uses Twiqet and your account remains active.
• After Bot Removal: When you remove Twiqet from your Discord server, we may retain server data for up to 90 days for recovery purposes, after which it will be permanently deleted.
• Ticket Data: Closed ticket data is retained according to your server's configuration and may be deleted when tickets are purged or when the bot is removed.
• Legal Requirements: We may retain certain data longer if required by law or for legitimate business purposes, such as fraud prevention or dispute resolution.
• Account Deletion: You may request deletion of your data at any time by contacting us. We will process deletion requests within 30 days, subject to legal and technical constraints.

5. Third-Party Services

Twiqet relies on the following third-party services:

• Discord: Twiqet uses Discord's API and services. Data shared with Discord (including user information, server data, and messages) is subject to Discord's Privacy Policy and Terms of Service.
• Hosting Providers: We use cloud hosting providers (such as MongoDB Atlas and Redis services) to store and process data. These providers are bound by confidentiality agreements and security standards.
• Analytics: We may use analytics services to understand usage patterns. These services are configured to minimize data collection and do not track personally identifiable information.

6. Your Rights and Choices

You have the following rights regarding your data:

• Access: You can request access to the data we hold about you or your server by contacting us.
• Deletion: You may request deletion of your data or server data at any time. We will comply with reasonable requests where technically feasible.
• Correction: You can update your server configuration and settings through the dashboard at any time.
• Data Portability: You may request a copy of your data in a machine-readable format.
• Opt-Out: You can stop using Twiqet at any time by removing the bot from your server, which will initiate the data deletion process as described above.
• GDPR Rights: If you are located in the European Economic Area (EEA), you have additional rights under the General Data Protection Regulation (GDPR), including the right to object to processing and the right to restrict processing.

7. Children's Privacy

Twiqet is not intended for users under the age of 13. We do not knowingly collect personal information from children under 13. If you are a parent or guardian and believe your child has provided us with personal information, please contact us immediately.

Users must comply with Discord's age requirements, which may be higher in certain jurisdictions.

8. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the new Privacy Policy on this page and updating the "Last updated" date. You are advised to review this Privacy Policy periodically for any changes. Continued use of the Service after changes constitutes acceptance of the updated policy.

9. Contact Information

• If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us on Discord (@nibloo).
• For general terms and conditions, please refer to our Terms of Service.
• For frequently asked questions, visit our FAQ page.