Privacy Policy

Written By Blessed Patrick

Last updated 8 days ago

ENS Creative Studios Ltd (“UGMail”, “we”, “our”, or “us”) respects and values the privacy, confidentiality, and security of personal information and Customer Data entrusted to us through the use of our websites, applications, communication systems, administrative portals, billing systems, and related services.

This Privacy Policy explains how UGMail collects, processes, stores, uses, discloses, protects, and manages information in connection with the use of UGMail services and platforms.

By accessing or using the Services, you acknowledge and agree to the practices described in this Privacy Policy.

1. Definitions

1.1 “Services” means all products, applications, systems, websites, infrastructure, software, communication platforms, email hosting systems, support portals, administrative systems, and related technologies operated by UGMail.

1.2 “User” means any individual, organization, institution, company, or entity using the Services.

1.3 “Personal Information” means information capable of identifying an individual either directly or indirectly (for example, name, email address, phone number, or identifiers linked to a person).

1.4 “Customer Data” means emails, files, records, communications, domains, configurations, messages, account information, and other content processed through the Services.

1.5 “Processing” means collection, recording, organization, storage, modification, retrieval, transmission, use, disclosure, deletion, or any other handling of information.

2. Information We Collect

2.1 UGMail may collect and process the following categories of information:

(a) Account registration information (such as name, username, password, and contact details used to create an account).
(b) Contact details (such as email addresses, phone numbers, and mailing addresses).
(c) Billing and payment information (such as billing addresses, transaction details, and payment method information processed via secure providers).
(d) Business or organization details (such as company name, domain ownership, and administrative contacts).
(e) Technical and device information (such as IP address, browser type, operating system, device identifiers, and connection details).
(f) Login activity and authentication records (such as login timestamps, session identifiers, and authentication logs).
(g) Communications and support requests (such as messages sent to our support team, feedback, and related correspondence).
(h) Email routing and operational metadata (such as sender and recipient addresses, timestamps, routing information, and delivery status—not including email content unless required for specific purposes described below).
(i) Domain and DNS configuration information (such as DNS records, domain ownership verification, and related configuration data).
(j) Usage analytics and infrastructure logs (such as system performance data, feature usage, and error logs).
(k) Customer Data transmitted or stored through the Services (such as email content, attachments, and files stored in your account).

2.2 Information may be collected:

Directly from Users (for example, when you sign up, configure your account, or contact support).
Automatically through system operations (for example, via logs, cookies, and monitoring tools).
From third-party integrations and service providers (for example, domain registrars, payment processors, or identity providers you connect to UGMail).

3. Purposes of Processing

3.1 UGMail may process information for purposes including, without limitation:

(a) Provision of Services – to operate, deliver, and maintain our email hosting and related services.
(b) Account management – to create, manage, and administer User accounts and profiles.
(c) Authentication and security – to verify identity, manage logins, and protect accounts from unauthorized access.
(d) Billing and payment processing – to process payments, manage subscriptions, and handle invoicing.
(e) Technical support – to respond to support requests, troubleshoot issues, and provide customer care.
(f) Infrastructure monitoring – to monitor system performance, reliability, and availability.
(g) Fraud prevention and abuse detection – to detect and prevent misuse, unauthorized access, or fraudulent activity.
(h) Spam filtering and security operations – to filter spam, detect malware, and protect Users from harmful content.
(i) Compliance with legal obligations – to meet regulatory, legal, and law enforcement requirements.
(j) Service improvement and analytics – to analyze usage, improve features, and enhance user experience.
(k) Operational administration – to manage internal operations, backups, and system maintenance.
(l) Communication regarding Services – to send service-related notices, updates, and administrative messages.

3.2 UGMail shall process information only where reasonably necessary for legitimate business, operational, contractual, security, or legal purposes.

4. Email Content and Customer Data

4.1 Customer Data processed through the Services remains under the control and ownership of the Customer.

4.2 UGMail does not claim ownership of Customer emails, communications, files, or stored content.

4.3 UGMail personnel do not intentionally access Customer email content except where reasonably necessary for:

(a) Technical troubleshooting – for example, diagnosing delivery issues or system errors.
(b) Security investigations – for example, investigating suspected account compromise or malicious activity.
(c) Abuse prevention – for example, addressing spam, phishing, or other misuse of the Services.
(d) Compliance with legal obligations – for example, responding to lawful requests from authorities where required.
(e) Service delivery requirements authorized by the Customer – for example, when you explicitly request assistance that requires limited access.

4.4 Automated systems may process Customer Data for operational purposes such as:

Spam filtering and classification.
Malware and threat detection.
Email routing and delivery optimization.
Indexing for search and retrieval within your account.
Security analysis and anomaly detection.
Infrastructure optimization and performance tuning.

5. Cookies and Tracking Technologies

5.1 UGMail websites and platforms may utilize cookies, session technologies, analytics tools, authentication technologies, and related mechanisms for purposes including:

(a) User authentication – to keep you signed in and manage sessions securely.
(b) Security management – to detect suspicious activity and protect against attacks.
(c) Session maintenance – to remember preferences and maintain continuity as you navigate.
(d) Performance optimization – to measure and improve site and application performance.
(e) Usage analytics – to understand how features are used and improve the Services.
(f) Operational functionality – to enable core features and user experience.

5.2 Users may control certain browser-level cookie settings, such as blocking or deleting cookies. However, disabling certain technologies may affect the functionality or performance of the Services and may prevent you from using some features.

6. Data Sharing and Disclosure

6.1 UGMail does not sell Customer Personal Information to third parties.

6.2 Information may be disclosed where reasonably necessary to:

(a) Deliver Services – for example, routing email through infrastructure providers.
(b) Operate infrastructure – for example, using data centers and hosting providers.
(c) Process payments – for example, sharing billing details with payment processors.
(d) Provide technical support – for example, engaging specialized support partners where needed.
(e) Comply with legal obligations – for example, responding to lawful court orders or regulatory requests.
(f) Protect security or operational integrity – for example, preventing or investigating security incidents.
(g) Enforce agreements or policies – for example, enforcing our terms of service or acceptable use policies.
(h) Respond to lawful governmental or regulatory requests – where we are legally required to do so.

6.3 Certain information may be processed by trusted third-party providers including:

(a) Cloud infrastructure providers – for hosting, storage, and compute resources.
(b) Payment processors – for secure handling of payments and billing.
(c) Telecommunications providers – for network connectivity and routing.
(d) Domain registrars – for domain registration and DNS-related services.
(e) Security providers – for threat detection, anti-spam, and anti-malware services.
(f) Analytics providers – for usage analytics and performance monitoring.
(g) Infrastructure partners – for backup, redundancy, and related services.

6.4 Such third parties may process information subject to their own privacy policies, contractual obligations, or legal requirements. UGMail seeks to engage providers that maintain appropriate security and privacy standards.

7. Data Security

7.1 UGMail implements commercially reasonable technical, administrative, and operational safeguards designed to protect information against unauthorized access, disclosure, alteration, misuse, or destruction.

7.2 Security measures may include:

(a) Encryption technologies – such as encryption in transit and at rest where applicable.
(b) Access controls – to limit access to authorized personnel and systems.
(c) Authentication systems – including secure login mechanisms and optional multi-factor authentication.
(d) Infrastructure monitoring – to detect anomalies, outages, or suspicious activity.
(e) Security auditing – including logging, reviews, and periodic assessments.
(f) Malware protection systems – to detect and block malicious content.
(g) Spam prevention systems – to reduce unwanted or harmful email.

7.3 Despite reasonable safeguards, no internet-based system, cloud infrastructure, or communication platform can be guaranteed completely secure. Residual risks may remain.

7.4 Users remain responsible for:

(a) Protecting passwords and credentials – using strong, unique passwords and keeping them confidential.
(b) Managing authorized access – controlling who has access to accounts, domains, and administrative tools.
(c) Securing endpoint devices – such as computers and mobile devices used to access the Services.
(d) Implementing internal security controls – including policies, training, and technical safeguards within your organization.

8. Data Retention

8.1 UGMail may retain Personal Information and Customer Data for periods reasonably necessary to:

(a) Provide Services and maintain account functionality.
(b) Maintain operational continuity and backups.
(c) Comply with legal and regulatory obligations.
(d) Resolve disputes and handle complaints.
(e) Enforce agreements and policies.
(f) Maintain backups or recovery systems for disaster recovery and business continuity.

8.2 Retention periods may vary depending on:

Subscription status and service plan.
Operational and technical requirements.
Regulatory or legal obligations.
Infrastructure policies and backup cycles.
Customer actions, such as deletion requests or configuration choices.

8.3 Deleted accounts, expired subscriptions, or terminated Services may result in permanent deletion of associated Customer Data after applicable retention periods and backup cycles have elapsed, subject to any legal obligations requiring longer retention.

9. International Processing

9.1 The Services may utilize infrastructure, systems, providers, or technologies located in multiple jurisdictions.

9.2 By using the Services, Users acknowledge that information may be transferred, processed, stored, or accessed across international infrastructure environments where operationally necessary. These locations may have data protection laws that differ from those in the User’s jurisdiction.

10. User Responsibilities

10.1 Users remain responsible for ensuring that their use of the Services complies with:

(a) Applicable privacy laws.
(b) Data protection obligations.
(c) Internal organizational policies.
(d) Industry-specific compliance requirements (for example, sectoral regulations).

10.2 Users shall obtain all necessary consents, permissions, or authorizations required for processing information through the Services, including any Personal Information of third parties (such as employees, customers, or contacts) that is stored or transmitted via UGMail.

11. Children’s Privacy

11.1 The Services are not directed toward children or individuals below the age permitted under applicable law to enter binding agreements.

11.2 UGMail does not knowingly collect Personal Information from children without appropriate legal authorization. If we become aware that such information has been collected without proper authorization, we will take reasonable steps to delete it.

12. Third-Party Links and Services

12.1 UGMail websites or platforms may contain links to third-party websites, integrations, applications, or services.

12.2 UGMail does not control and shall not be responsible for the privacy practices, security practices, content, or operations of third-party services. Users are encouraged to review the privacy policies and terms of any third-party services they access or integrate with UGMail.

13. Changes to This Privacy Policy

13.1 UGMail reserves the right to modify, revise, update, or replace this Privacy Policy at any time.

13.2 Updated versions may be published through official websites, administrative portals, applications, or related communication channels.

13.3 Continued use of the Services following publication of revised terms constitutes acceptance of the updated Privacy Policy. Users should review this Policy periodically to stay informed about our practices.

14. Contact Information

For questions or concerns regarding this Privacy Policy or our data practices, you may contact us at:

ENS Creative Studios Ltd
UGMail — Business Email Beyond Boundaries
Address: Namasuba Central, Entebbe Road, P.O Box 980620, Kajjansi UG.
General Contact: contact.ug@ugmail.co