Privacy Policy.

This policy explains how Five Studios uses personal information when you browse this website, sign in with Discord, request a demonstration or contact product support.

Who is responsible and how to contact us

Five Studios is responsible for the personal information it uses to run fivestudios.co.uk and its support portal. For privacy questions or to exercise your rights, email info@fivestudios.co.uk. You can also use an existing support ticket. You do not need a Discord account to contact us by email.

Information we use

• Website requests: the hosting service processes information needed to deliver and secure pages, such as IP address, requested URL, browser details and time of request. Access and error logs may contain these details.
• Discord sign-in: we receive your Discord account ID and display name/username so we can identify you and show the correct tickets. We do not receive your Discord password. The login requests identity information, not permission to read your private messages or server memberships. OAuth access tokens are used during sign-in and are not retained by the website.
• Support and demo requests: your account ID and name, selected product, subject, messages, optional order reference, ticket status and timestamps. Legacy tickets may contain an email address and private access-code record.
• Images: the images you choose to attach, their original filenames, upload and expiry information. Images are checked and re-encoded before storage. Only the ticket owner, authorised legacy-link holder where applicable, and staff may access them through the portal.
• Service administration: essential session data, security counters derived from request information, recorded acceptance of the support terms and, when configured, notification preferences and delivery results.

Please remove passwords, server keys, payment details and unnecessary information about other people before submitting a message or image. Log-file uploads are not accepted.

Why we use it

We use information to authenticate accounts, handle requests, arrange demonstrations, investigate issues and maintain ticket history. Where necessary to take steps you request before a contract or provide a service under a contract with you, we rely on that contractual necessity.

We also rely on our legitimate interests in providing product assistance, operating an orderly support service, preventing abuse and fraud, securing the website and resolving disputes. We use only information relevant to those purposes and consider the impact on the people involved. We may retain or disclose information where needed to meet a legal obligation or establish, exercise or defend legal claims.

Optional Discord DMs are controlled through the ticket’s notification setting. Turning them off stops future optional alerts; it does not remove the ticket or information required to provide support. We do not use ticket information for advertising, sell it, or make decisions with legal or similarly significant effects solely by automated processing.

Discord alerts and third parties

When the notification integration is configured, the bot posts operational ticket alerts in the designated private staff channel. These identify the ticket, product, update type and status, with a link back to the portal. The bot does not copy ticket-message bodies, order references or attached images into Discord alerts.

If you enable DMs for a ticket, we use your Discord ID to send a ticket notification through Discord. Discord may refuse delivery because of your settings or account restrictions. The full reply remains in the website ticket. Discord processes its service data under its Privacy Policy; signing in and receiving a DM are separate functions.

Authorised Five Studios staff and service providers supporting hosting and website operation may access information where needed for their role. Professional advisers or authorities may receive relevant information where necessary for a legal obligation or claim.

Payments take place on Tebex. This website does not collect your payment card details. Tebex processes checkout and purchase data under its Privacy Policy. An order reference you submit to us is used to investigate your request.

International processing

External services such as Discord and Tebex operate internationally and explain their processing locations and safeguards in their own privacy policies. Their independent handling of your account or purchase data is separate from our website records. Where a transfer of personal information by Five Studios requires a UK transfer safeguard, we must use an applicable lawful mechanism. Contact us for information about the safeguards relevant to your request.

How long information is kept

Ticket images expire 30 days after upload. Access stops at expiry. An hourly server job deletes expired files, and support visits also trigger cleanup. The normal removal window is therefore within one hour after expiry; a service failure may delay physical deletion. Ticket text and a record that an image expired remain available. Please keep your own copy of anything you need.

We keep ticket messages and associated identity information for as long as reasonably needed to handle the request, provide relevant follow-up, investigate complaints or meet legal obligations. In deciding when to remove a record, we consider whether the issue is resolved, whether continuing support is needed and whether a dispute or legal retention requirement applies. You may ask us to review retention or delete information; some records may need to be kept for a justified purpose.

Rate-limit records have short expiry periods and are cleared during use of the service. Session data expires according to the session and hosting configuration; Discord login authorisation in the portal lasts up to 12 hours and staff password access up to two hours. Notification delivery records are cleared after 30 days. Hosting logs, email records, provider backups and copies within Discord are governed by the applicable system’s retention arrangements; the ticket image deletion job does not delete those separate systems. Contact us if you need the retention details for a particular record.

Cookies and browser storage

The website does not currently include advertising trackers or analytics. Fonts and product images are served locally. The support portal uses the essential fs_support session cookie to maintain sign-in, protect forms and enforce access to tickets. It is a session cookie rather than an advertising identifier. Blocking it prevents login and private ticket access. External services may set their own cookies after you follow their links.

Your choices and rights

Depending on the circumstances, you can request access to your information, correction, deletion, restriction of use or a portable copy. You can object to processing based on legitimate interests and withdraw consent where consent is the basis, without affecting earlier lawful processing. These rights have legal exceptions; we will explain any applicable limitation.

Contact info@fivestudios.co.uk. We may ask for proportionate information to confirm your identity before disclosing or changing private records. We normally respond within one month, with any lawful extension explained. You can complain to the Information Commissioner’s Office, and may contact us first so we can try to resolve the concern.

Providing information and updates to this policy

A Discord identity, product, subject and message are required to open a new web ticket. Images, an order reference and optional DMs are not required. Without the required details we may be unable to process a ticket; email remains available for general and privacy enquiries.

We update this policy when our handling of information changes and show the latest date above. Where a change materially affects existing users, we will provide appropriate notice.