1. Scope
This policy applies to the MetalVNC website at metalvnc.com, the console and all services offered through these channels. It covers browsing the site, registering and signing in, renting a Cloud Mac, making payments and submitting support tickets. Whether you are an individual developer or manage orders on behalf of a team, this policy explains how the relevant data is handled.
This policy distinguishes between two types of data: account, billing and operational records we process to run the service, and the code, build artifacts, models and other business files you store on your dedicated physical Mac. Terms such as dedicated physical Mac, physical node and non-virtual machine describe the service model; they do not mean your data is automatically backed up or kept indefinitely.
Payment processing is also subject to the payment provider's own data practices. Section 3 explains what information MetalVNC receives and retains. If you want to know what records a particular action may generate, please ask through one of the channels listed in this policy before proceeding.
2. Information we collect
Account and billing information. When you register or sign in, we process your account email address and the identity verification information needed for access. When you place an order or renew a service, we process the selected machine, node, billing period, order amount, payment status and billing records. Use an email address you are authorised to manage so you can receive verification codes, service delivery notices and billing messages.
Login logs and support requests. To detect unusual access and diagnose problems, we process necessary information such as login times, source IP addresses, action results and service logs. When you submit a support ticket or email us, we also process the description, order number, log excerpts and attachments you choose to provide. Before sending, remove passwords, private keys, full payment credentials and personal information unrelated to the issue.
Data on your machine. We do not access business data on your machine or use your source code, project files or model contents for website analytics. If you need to share logs for troubleshooting, send only the excerpts relevant to the issue. If further action is needed, confirm its scope in a support ticket rather than sending an entire working directory.
3. Payment data
All services are priced and settled in US dollars (USD). We accept only USDT-TRC20 and Visa / Mastercard / Amex payments processed by Stripe. The available payment options are determined by the options returned by the backend at checkout. Do not send full card numbers, card security codes or payment verification codes by email or support ticket.
Stripe processes card payments, and MetalVNC does not store full card numbers. We process order-linked information, the amount, currency and transaction status needed to confirm payments and reconcile accounts. Check your billing records in the console for payment status; a screenshot of a local page alone does not confirm that an order has been paid.
For USDT-TRC20 payments, we record the transaction hash and amount and link them to the relevant order. Billing amounts are denominated in USD. A transaction hash may be linked to public blockchain records. To ask us to verify a payment, provide the relevant hash and order number; never share your wallet's private key or recovery phrase.
4. How we use data
Service delivery and operations. We use account and order information to verify access, provision your selected machine, assign it to a physical node, process renewals and help resolve technical issues. Necessary operational records help us check whether a machine or connection service is working properly; they are not used to analyse the code you write on the machine.
Billing and security. We use billing and payment records to confirm receipts, reconcile transactions and resolve settlement issues. Login and action records help us investigate unusual access and reduce the risk of account misuse. When handling a support ticket, we use the information you provide only to the extent needed to resolve the issue.
Service notifications. We use your account email address to send verification codes, order and service delivery notices, billing messages, renewal reminders and necessary security or policy updates. Keep your email address accessible, and update the account administrator's details when responsibilities change within your team. We do not sell account email addresses or use business data from your machine for advertising profiles.
5. Storage and cross-border transfers
Account, billing and support-ticket data is stored in systems that support the website, console and service operations, separately from the business files on your rented machine. Choosing a machine node does not determine where the account database is stored. This policy does not state that all account data is stored where a node is located. If you have specific data residency requirements, request information about the relevant deployment and processing arrangements before ordering.
Cloud Mac is available across four nodes: Singapore, Tokyo, Seoul and Hong Kong. You are responsible for managing data stored on your machine, including file uploads, permissions, backups and deletion. Choose a node based on your team's location, project requirements and the location of data recipients, and make sure you are authorised to handle the relevant data before transferring it.
When you use nodes in different regions, remote connections or payment services, related data may be transferred across borders. We apply appropriate access controls to operational information. Providing infrastructure does not give us ownership of your business files. If you need troubleshooting help, confirm the scope of access in a support ticket and avoid granting access to directories or permissions unrelated to the issue.
6. Cookies and analytics
The website and console use only essential cookies needed to provide the service, along with anonymous usage analytics. Essential cookies support sign-in, session security and checkout; they are not used for cross-site advertising. If you block or delete these cookies, you may need to sign in again to use some features, and active sessions may end.
Anonymous analytics help us understand page visits and feature usage so we can improve navigation and workflows. Analytics are not based on reading files on your machine and should not contain passwords, private keys, full card numbers or project source code. Website analytics and business data stored on your machine are handled separately.
You can view, restrict or clear cookies in your browser settings. When using a shared device, sign out of the console when you are finished and clear the session data on that device. Closing a browser tab alone does not necessarily sign you out.
7. Data retention and deletion
We retain account, support-ticket and operational information only for as long as needed to provide the service, resolve issues, conduct security reviews and meet necessary record-keeping obligations. Different records may be subject to different retention requirements. Closing a support ticket or deleting an account does not mean all billing and transaction records can be deleted at the same time.
Data retention and deletion timelines after a machine expires are governed by the relevant order, notices in the console and applicable service terms. This policy does not promise a single retention period, and an expired machine should not be treated as backup storage. Before expiry, export any code, build artifacts and other files you need to keep. If your order does not specify a timeline, confirm it by submitting a support ticket; do not assume you will be able to retrieve data after expiry.
To close your account or request data deletion, email us from your account email address or submit a support ticket through the console. Specify the account and the types of data you want us to address. We will verify that the request is linked to the account, explain how active services, outstanding payments or necessary record-keeping obligations affect its scope, and respond through the same channel. Closing your account does not automatically cancel subscriptions, settle invoices or back up business files.
8. Your rights and contact
You can ask to access information associated with your account, correct inaccurate records, request deletion or account closure, or learn more about how your data is processed. Contact us at support@metalvnc.com or sign in to the console and submit a support ticket. To prevent disclosure to unauthorised people, we may ask for account verification information proportionate to your request. We will never ask for your password or private key.
When contacting us, please include your account email address, the type of request, any relevant order or record, and the outcome you are seeking. If you are making a request on behalf of a team, explain your authority to manage the account. If the request involves another person's information, an in-progress transaction or records we need to retain, we will explain what we can do and any necessary limits. We cannot export or delete data without first verifying the request.
If we make a material change to this policy that affects how data is processed, we will notify you through the website, console or account email and explain when the change applies. This policy is governed by the laws of the jurisdiction in which the platform operator is based. Any dispute will be handled by a court with jurisdiction in that same jurisdiction. If you have questions about our current practices, you can contact us through the channels above.