Who we are

Raid Relay runs raidrelay.com and is responsible for the personal data described here. Contact us at [email protected].

What we collect

• Your request: your email address, character name, Discord username if you give one, and your request details (service, region, server, goals and notes).
• Your order: the final price, scope and timing you approved, payment and refund records (method, amount, date, status and provider or transaction reference), messages you send us, progress updates and session screenshots. Card or PayPal account details are entered on the provider’s checkout, not in our order forms; we do not store your card number.
• How you found us: if the link that brought you here carries a source or referral code, your browser keeps that code for up to 30 days and we save it with your request, so we know which link or referral brought it. We also save a referral code you enter on the request form or on the page of a priced link we send you. Either page sends the code on its own to our server to check whether it is a current referral code, so it can show any discount. Your browser also keeps, for up to 30 days, the first of our pages you opened, when you opened it, and the name of the site that linked you there (such as reddit.com, never the full address). We save these with your request. When you click a link to our Discord, we add one to a daily count for that first page and site; when you click one of the offer banners in our guides or on our map, we add one to a daily count for that banner and page. Neither count holds anything that identifies you.
• Automatic Discord tickets: when you choose this route, Discord confirms your account and can join you to our server with your permission. We keep your Discord account ID, service page and ticket routing reference to create or reuse your private conversation. This uses a separate essential cookie for up to 2 hours and short-lived 10-minute connection cookies; it does not sign you into a website account. You can end the website connection with Disconnect Discord on the handoff page or by signing out of the website. This does not close your Discord ticket. We do not request your email or store your Discord access token. Routing references inactive for six months are cleared the next time someone connects Discord for a ticket.
• Emails: copies of the order emails we send you.
• Feather map marks: the feathers, sealed dungeons and side quests you mark on our feather map, and the pets you mark as collected, are kept in your browser. If you’re signed in, we also save them to your account so they follow you to your other devices.
• Technical data: your IP address, used briefly to limit abuse of our forms; an essential cookie that keeps you signed in for up to 30 days; and short-lived essential cookies (up to 30 minutes) used while you sign in with Google or Discord. Guest purchases use a separate essential cookie for up to 2 hours, limited to that purchase. Our checkout also keeps a retry credential and order identifier in this browser tab so an interrupted purchase can continue, and contact details for up to 30 minutes while you sign in or retry. Retry access expires after 2 hours and is revoked on sign-out; the tab’s retry data is cleared on sign-out or when confirmed payment is shown. Sensitive account actions require a recent verified sign-in. Our host, Cloudflare, processes IP addresses to deliver and protect the site and may set security cookies.
• Site analytics: on our public pages (including the request form, but not your order or account pages) we use Cloudflare Web Analytics to measure visits, page views and page performance. This includes page paths, referrers, country and browser, operating system and device type. It doesn’t use cookies or local storage to collect analytics and doesn’t fingerprint visitors. We don’t use advertising trackers.

Your game login

We never ask for your game login in a form, and it isn’t stored in our order system. You share your login once, privately, only in your private Discord ticket, after payment, when staff ask. That step needs a Discord account, even if you ordered through our site. Carries don’t need your login. Our staff receive it in your ticket and pass it to your pilot. We delete your message as soon as your pilot has your login and before the ticket’s transcript is saved, so the transcript we keep doesn’t include it. Only your pilot uses it, for your order. Change your password when we finish so it no longer works.

How we use it

• To reply to you, prepare your final price and run your order.
• To email you about your order: your private order link, price, payment and progress.
• To check payments, send refunds and answer disputes.
• To keep the business and tax records we need, and to prevent abuse.
• To show your feather map marks on every device you sign in on.
• To ask you, through Trustpilot, for a review once your order is complete.

We don’t sell your data and don’t send marketing emails.

Who sees it

• Your pilot: your character name, server, goals, session times and, after payment, your login.
• Cloudflare: hosts our site, stores order and account records (including feather map marks) and processes the site analytics described above.
• Our email providers: Spacemail for [email protected], and Resend for order emails and separate review-invitation triggers.
• Trustpilot: once your order is complete, we give Trustpilot your email address, the name or username on your order and your order reference, so it can email you an invitation to review us. A review you write is public on Trustpilot and handled under Trustpilot’s own terms and privacy policy.
• Discord and Ticket Tool: if you contact us on Discord, your messages are held there, including ticket transcripts. Your ticket can be read by you, our staff, the Ticket Tool bot that runs it and our website handoff bot. The handoff bot posts the service page and notifies staff. Other customers can’t read it. Other members of our Discord server can see your Discord name in its member list.
• Payment providers: Stripe for card payments, PayPal for PayPal checkout or an invoice you agreed directly with us, your bank for Zelle, PayNow or DuitNow, or the blockchain for USDT, which records transfers publicly. Checkout providers receive the order and payment details needed to complete your payment and match it to your order. Stripe also receives your contact email for checkout and receipts. For an outside payment recorded against your PayPal invoice, PayPal receives the amount, currency, method, payment date and our internal order ID so the invoice reflects the settlement.
• Others only when needed: to answer a payment dispute or when the law requires it.

These providers may store data outside your country.

How long we keep it

• Paid orders: order and payment records, messages and ticket transcripts are kept for 5 years after the order ends, for tax and dispute records, then deleted.
• Requests that never became paid orders: deleted 6 months after the last activity.
• Private order links and sessions: expire automatically.
• Feather map marks saved to your account: kept until you clear them on the map or ask us to delete them.

Your choices

You can ask us for a copy of your data, to correct it, or to delete it. We delete anything we don’t need to keep for tax or dispute records. Email [email protected] from the address on your order; we answer within 30 days. You can also complain to the data protection authority where you live.

We create or reuse an internal customer record using the email supplied with your request or purchase. Guest purchasing does not require a password or sign-in, and entering an email does not verify ownership of that account or give access to its other orders. When you choose account sign-in, we store the connected provider’s account ID and display name (including your Discord handle when supplied) to recognise you, connect your orders and prefill your contact details. Google or Discord sign-in can also open your private orders; a new connection may require email confirmation. We use an essential sign-in cookie for up to 30 days and require a recent verified sign-in for sensitive account actions.

Keeping it safe

Our site uses HTTPS. Sign in to your private orders with a one-use email link, or with Google or Discord when available. Email links expire after 30 minutes and require you to confirm before signing in. A new provider connection may also require email confirmation. Keep your sign-in links and access emails to yourself.

Age

Our services are for people aged 18 or older. We don’t knowingly collect data from anyone younger.

Changes

If we change this policy, we update the date at the top of this page.