MadMail Privacy Policy
Effective date:
This Privacy Policy explains how MadMail (“the service”, “we”, “us”, or “our”) collects, uses, stores, and shares information when you use the MadMail Discord bot and web dashboard.
Information We Collect
We collect information needed to provide support tickets, message reporting, moderation tools, and authorized access to ticket logs.
- Discord account information: Discord user IDs, usernames, avatar URLs, server membership, and roles used to determine access.
- Ticket information: Messages sent to the bot, staff replies, internal staff notes, ticket identifiers, routing groups, status, timestamps, and information about who opened or closed a ticket.
- Reported messages: Message contents, author information, attachments, and related identifiers submitted through the reporting features. Reports may include information about people other than the person submitting them.
- Attachments: Files, images, filenames, attachment URLs, sender information, and timestamps. MadMail may download and store copies of attachments.
- Moderation and configuration records: User blocks, block reasons, responsible staff members, role permissions, channel IDs, response snippets, and bot settings.
- Authentication data: Information returned during Discord sign-in and cookies used to maintain dashboard sessions.
- Operational and audit information: Error details, request information, Discord identifiers, and records of staff accessing ticket logs where access logging is configured.
Discord OAuth and Cookies
The dashboard uses Discord OAuth to authenticate users. We use Discord account information and server roles to determine which dashboard features and ticket groups a user may access. MadMail does not receive your Discord password.
The dashboard uses an authentication cookie configured with a two-hour expiration period. Sessions may be renewed during use. You can remove cookies through your browser settings, although doing so may require you to sign in again.
How We Use Information
We use information to:
- Create, route, manage, and close support tickets.
- Relay messages and attachments between users and server staff.
- Process reports and support moderation investigations.
- Maintain searchable ticket histories, internal notes, and staff activity statistics.
- Authenticate dashboard users and enforce access permissions.
- Manage restrictions, investigate errors, prevent misuse, and maintain service reliability.
- Meet applicable legal obligations and Discord platform requirements.
Messages sent to MadMail are forwarded to the relevant server staff. They are not private conversations solely with the bot.
How We Share Information
We do not sell personal information. Information may be shared:
- With authorized staff and operators: Ticket conversations, reported content, attachments, internal notes, and moderation records are available according to configured permissions.
- With ticket participants: Staff replies and associated attachments are delivered through Discord. Internal staff notes are intended for staff access.
- With Discord: To authenticate users, process interactions, relay messages, and send operational or audit notifications.
- With infrastructure providers: As needed to host and operate the application, database, stored files, logs, and any backups.
- For legal and security purposes: When necessary to comply with applicable law, respond to valid legal requests, or address security incidents and abuse.
Staff replies displayed anonymously to a ticket participant may still identify the staff member in internal records.
Data Retention
We retain information for as long as needed to provide support, maintain relevant moderation history, investigate incidents, and operate the service, subject to applicable law and Discord’s requirements.
Closing a ticket does not automatically delete its transcript or attachments. Deleting a message in Discord may mark it as deleted in MadMail while leaving its contents in the stored ticket record.
We delete information when it is no longer needed or when required following a valid deletion request.
Privacy and Deletion Requests
You may request access to, correction of, or deletion of information associated with your Discord account by:
- Emailing [email protected]; or
- Contacting server staff or the MadMail operator through the Discord server where the service is used.
Include your Discord user ID and enough information to identify the relevant records. We may need to verify your identity or authority before fulfilling a request.
We handle requests in accordance with applicable law and Discord’s requirements. If applicable law requires us to retain particular information, we will explain the limitation where permitted. Copies held independently by Discord or other recipients are subject to their own policies.
Security
We use authentication, role-based permissions, and application access controls to help protect stored information. No online service or storage system can guarantee absolute security.
Children
MadMail is intended for people who meet Discord’s minimum age requirements for their country. Do not use the service if you are not permitted to use Discord.
Third-Party Services
MadMail depends on Discord and infrastructure services. Some dashboard pages also load fonts, scripts, images, or attachments from external providers, including Google Fonts and content delivery networks. Loading these resources may disclose your IP address and browser request information to those providers.
Your use of Discord is governed by Discord’s Privacy Policy and its terms. Other external services operate under their own privacy policies.
Changes
We may update this Privacy Policy as the service or its data practices change. We will update the effective date and provide any additional notice required by applicable law.
Contact
For privacy questions or data requests, email [email protected] or contact server staff or the MadMail operator through the Discord server where the service is used.