Privacy Policy
Last updated 2 November 2026.
1. Who we are
Up Time Web Hosting Pty Ltd (ABN 86 628 722 163) trading as UpTime is bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Contact our Privacy Officer at support@uptimewebhosting.com.au or 1300 92 62 92.
2. What we collect
Name, business name, ABN, address, email, phone, account login details, billing history, support tickets, domain registrant details required by registries, and technical data such as IP addresses and server logs. We do not store full card numbers; payment details are handled by our payment processors.
3. How we collect it
Directly from you when you order, open a ticket or contact us, automatically through our website and servers, and from registries or payment processors when needed to provide the service.
4. Why we use it
To provide, bill and support our services, register domains, keep our network secure, meet legal obligations, and with your consent or as the Spam Act allows, tell you about our products. You can unsubscribe at any time.
5. Where your data is held
All customer data, including hosted websites, email and our customer records, is stored in Australia on our own servers in NEXTDC data centres (Sydney, Melbourne, Brisbane and Perth). NEXTDC provides the physical facility and has no access to your data. Backups are stored on our own remote backup servers in Australia.
6. Overseas disclosure
When you pay us, your name, email, billing details and payment information are disclosed to our payment processors, Stripe Payments Australia Pty Ltd (ABN 66 160 180 343, Sydney), part of the Stripe group, which processes and stores payment data in the United States and other countries; GoCardless Ltd (UK company, registered in Australia as a foreign company, ABN 17 606 261 741), which processes data in the United Kingdom and the European Union; and PayPal Australia Pty Ltd (ABN 93 111 195 389, Sydney), part of the PayPal group, which processes data in the United States and other countries. Each handles your information under its own privacy policy: https://stripe.com/au/privacy, https://gocardless.com/en-au/legal/privacy/ and https://www.paypal.com/au/legalhub/paypal/privacy-full. We take reasonable steps under APP 8 to make sure they handle your information consistently with the Australian Privacy Principles. Our website, client portal and checkout pages may use Google Analytics, provided by Google, which processes usage data (such as pages viewed, device and browser details, and an online identifier) in the United States and other countries. Domain registrant details may be published or disclosed to the relevant registry as its rules require.
7. Domain names and WHOIS
Domain registries require us to pass on registrant details, and for many domains (including .com, .net and .au) some of these details are published in public WHOIS or registry lookup services. We cannot control how others use published details. Our Domain Privacy add-on can hide your details for domains that allow it.
8. SSL certificates and phone calls
When you buy an SSL certificate, we pass the details the Certificate Authority needs to validate and issue it. We may record phone calls for training and quality, and we will always tell you at the start of the call and ask your permission first.
9. Who else we disclose to
Domain registries and auDA, the Certificate Authority issuing your SSL certificate, our professional advisers, and government or law enforcement bodies where required by law. We do not sell personal information.
10. Security
We protect personal information with access controls, encryption in transit, staff confidentiality and secure facilities. If we have a data breach likely to cause serious harm, we will notify affected people and the OAIC under the Notifiable Data Breaches scheme.
11. Cookies and analytics
Our main website uses Burst Statistics, a self-hosted analytics plugin, in cookieless mode. It sets no analytics cookies. Instead it creates an identifier from your browser and device characteristics (a browser fingerprint) so it can count unique and returning visits without storing anything in your browser. These statistics are stored only in our own WordPress database on our servers in Australia, are not linked to your name or account, and are not shared with Burst's developers or any third party. Our website, client portal (clients.uptimewebhosting.com.au) and checkout pages may also use Google Analytics, through Google Tag Manager, which sets cookies (such as _ga) to measure use of those pages; that data is processed by Google overseas, including in the United States (see clause 6). Our server status page shows a status page provided by HetrixTools (United States), an uptime monitoring service; viewing it sends your browser's standard request data, such as your IP address, to HetrixTools. The client portal also uses essential cookies to keep you logged in and process orders. You can block or delete cookies in your browser, and opt out of Google Analytics at https://tools.google.com/dlpage/gaoptout. Blocking essential cookies may stop the client portal working.
12. Access, correction and retention
You can ask for access to or correction of your personal information at any time; we respond within 30 days. We keep records only as long as needed for the service and legal obligations (for example, tax records for 5 years), then destroy or de-identify them.
13. Complaints
Contact our Privacy Officer. We will respond within 30 days. If you are not satisfied you can complain to the OAIC at https://www.oaic.gov.au.
14. Automated decisions
Our billing system automatically suspends a service when an invoice remains unpaid after the reminders in clause 3 of our Terms and Conditions, using your account and payment history. You can avoid or end a suspension by paying the invoice or contacting us, and you can ask a staff member to review any suspension. We do not otherwise use computer programs to make decisions that could significantly affect your rights or interests.
15. Children
Our services are for people aged 18 and over. If you believe a child has given us personal information, please contact us and we will delete it.
16. Customers outside Australia
We store and process data in Australia. If you are in the European Economic Area or the United Kingdom, you may also have rights under the GDPR, such as rights to access, correct, delete, restrict or port your data and to object to processing. Contact us to use them; you may also complain to your local data protection authority.
17. Links to other sites
Our website links to sites we do not run, such as payment and registry sites. Their own privacy policies apply.
18. Updates
Last updated 2 November 2026. We will post changes on this page and email customers about significant changes.