Privacy Policy

1. Introduction

Pace Infonet Web Solutions is a managed hosting and cloud services company operating since 2009 from Vadodara, Gujarat, India. This Privacy Policy explains how we collect, use, store, share, and protect your personal data when you visit our website, register an account, or use our web hosting, VPS cloud, domain registration, and business automation services. Our data practices comply with the Digital Personal Data Protection Act, 2023 (DPDP), the Information Technology Act, 2000, and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

2. What Personal Data We Collect

We collect personal data to provide, maintain, and secure our services. The categories of data we collect include:

• Billing and account data: Full name, business name, email address, phone number, billing address, and GSTIN (for GST-compliant tax invoicing).
• Domain registration data: Registrant WHOIS contact details (name, email, organization, address, phone number) as mandated by ICANN and relevant domain registries.
• Support data: Support ticket communications, chat transcripts, email correspondence, and troubleshooting notes.
• Server and access logs: IP addresses, access timestamps, browser type and user agent, pages requested, and HTTP request headers.
• Analytics and session data: Cookies, usage interactions, and session recordings (see Section 6).

3. Why We Collect It and Legal Basis

We process personal data for specific, lawful purposes under defined legal bases:

• Service Provisioning & Delivery: Setting up hosting accounts, provisioning cloud VPS servers, and routing email. (Legal basis: Contract performance).
• Billing & Invoicing: Processing transactions, generating tax-compliant GST invoices, and managing renewals. (Legal basis: Contract performance and legal obligation under Indian tax laws).
• Statutory Record-Keeping: Retaining financial and tax records as required by Indian law. (Legal basis: Statutory legal obligation).
• Technical Support & Operations: Responding to tickets, resolving network issues, and managing infrastructure. (Legal basis: Contract performance).
• Security & Abuse Prevention: Detecting network attacks, preventing spam, enforcing our Terms of Service, and securing server nodes. (Legal basis: Legitimate interest and security obligations under IT Rules 2021).
• Service Improvement & Analytics: Analyzing platform usability and site performance. (Legal basis: Consent and legitimate interest).

4. Third-Party Processors

We share data only with third-party service providers and processors necessary to operate our platform and fulfill our services. We do not sell or rent personal data to third parties. Our primary third-party processors include:

• WHMCS: Billing automation, client portal management, and domain provisioning.
• Razorpay: Domestic Indian payment gateway processing (UPI, netbanking, credit/debit cards).
• PhonePe: Domestic Indian UPI and wallet payment processing.
• PayPal: International payment gateway processing.
• Google Analytics 4: Website traffic analysis and aggregate audience metrics.
• Microsoft Clarity: Usability analysis, heatmaps, and session recording (see Section 6).
• Meta Pixel (Meta Platforms, Inc.): Advertising measurement, conversion tracking, and campaign attribution.
• Chatwoot: Live chat customer communications.
• Google Workspace: Corporate email communications and internal productivity tools.

5. Data Location

Our primary infrastructure and customer server data are hosted in Tier-3/4 data centers located in Mumbai, India. Our corporate headquarters and operations management are based in Vadodara, Gujarat, India. All customer data and backups reside on servers located within India, adhering to local data residency expectations under the DPDP Act 2023.

6. Cookies and Analytics (Including Session Recording)

Our website uses cookies, web beacons, and analytical tools to enhance user experience, evaluate traffic patterns, and maintain session security.

Google Analytics 4 & Microsoft Clarity: Both analytics tools set first-party and third-party cookies to collect standard web log information and visitor behavior patterns in an aggregated form.

Microsoft Clarity Session Recording: Microsoft Clarity records user sessions, including mouse movement, clicks, scrolling, text entry interactions (with sensitive fields masked), and page navigation. These session recordings are used strictly to diagnose usability issues, identify broken site features, and improve visitor experience.

Opt-Out Controls: You can manage or disable cookies at any time through your browser settings or by enabling Do Not Track (DNT) signals. Note that disabling cookies may affect certain interactive features of our client portal.

7. Data Retention

We retain personal data only for as long as necessary to fulfill the purposes for which it was collected or to comply with statutory legal requirements. Billing, transaction, and GST records are retained for 8 years in compliance with Indian tax regulations. Support ticket histories and server logs are retained for an operational period necessary for security monitoring and audit trails. Account data is erased or anonymized upon customer request, subject to mandatory statutory retention rules.

8. Your Rights Under DPDP Act 2023

Under India's Digital Personal Data Protection Act, 2023, you have specific rights regarding your personal data:

• Right to Access: Request a summary of personal data processed by us and the processing activities undertaken.
• Right to Correction & Erasure: Request correction of inaccurate or incomplete data, or erasure of personal data that is no longer necessary for processing.
• Right of Grievance Redressal: Submit grievances regarding the processing of your personal data to our Grievance Officer.
• Right to Withdraw Consent: Withdraw consent previously granted for data processing (without affecting lawful processing prior to withdrawal).

To exercise any of these rights, please submit a written request to our Grievance Officer using the contact details provided in Section 11.

9. Security

We implement technical and organizational security measures to protect personal data against unauthorized access, loss, alteration, or disclosure. These measures include encrypted data transmission via SSL/TLS protocols, strict administrative access controls, server firewalls, regular security monitoring, and automated patch management across our infrastructure nodes.

10. Changes to This Policy

We may update this Privacy Policy periodically to reflect changes in our legal obligations or operational practices. Any updates will be published directly on this page with a revised effective date.

11. Grievance Officer