Frequently Asked Questions

Is my data really secure?

Yes. We use multiple layers of security including encryption at rest and in transit. For maximum security, we offer client-side encryption options where you control the encryption keys, ensuring we never have access to your unencrypted data.

Where are your servers located?

Our servers are located in Germany, hosted by Hetzner (ISO 27001 certified). Your data is protected by the EU's GDPR and Germany's federal data protection law (BDSG).

Honest disclosure on 14 eyes: Germany participates in international intelligence cooperation, including the extended "14 eyes" network — we don't market a "14-eyes exemption". What German jurisdiction does give you: under GDPR Article 48, foreign governments cannot informally demand your data. Any valid request must go through formal mutual legal assistance (MLAT) channels, reviewed by a German court that applies a strict necessity standard. German courts have shown consistent reluctance to approve broad or speculative foreign data requests without specific, demonstrable justification — a court order for targeted data is very different from bulk intelligence access.

For most people, this is more than enough protection. Extreme jurisdictional claims — "Swiss hosting, outside all alliances" — sound reassuring but rarely deliver what they promise; Proton, for example, still complies with valid Swiss MLAT requests and has handed over account metadata in criminal investigations. Real protection comes from what we actually do: minimise the data we hold, encrypt what we can't avoid holding, and publish a monthly warrant canary so you can verify our legal status for yourself. You don't need to be hiding from a nation-state to want privacy — you just need a provider that follows the law, holds minimal data, and can't read your files even if ordered to.

What is your data retention policy?

We only retain your data for as long as you maintain an account with us. When you delete data from your account, it's permanently removed from our servers within 30 days. Deleted accounts are completely purged after 90 days.

Do you comply with GDPR?

Yes — GDPR applies to us directly as the data controller. We're an EU-resident operation, and your data is also protected by Germany's federal data protection law (BDSG).

What happens if I forget my password?

We offer an optional secure recovery service. Your recovery key is encrypted with a combination of your password and a server-side key, allowing recovery without us ever seeing your data. For maximum security with client-side encryption, we recommend storing your recovery key separately.

What is your warrant canary?

We maintain a warrant canary that is updated monthly. If we ever receive a secret government request for user data that we're legally prohibited from disclosing, we will remove the canary as notification to our users without violating the order.

What apps and clients do you support?

We provide web access, desktop clients for Windows, macOS, and Linux, and mobile apps for iOS and Android. We also support standard protocols like WebDAV, CalDAV, and CardDAV for integration with third-party applications.

What about latency for non-European users?

Our EU servers (Hetzner DE) provide excellent performance worldwide thanks to high-speed internet infrastructure. Most users outside Europe experience 100-150ms latency, which is perfectly acceptable for file sync, web apps, and even video calls.

How does the integrated VPN work?

VPN integration is planned and will be available as an optional add-on; details and provider options will be announced closer to launch.

What are the differences between encryption options?

We offer three levels of encryption: 1) Server-side encryption (default) - we manage keys, full search functionality; 2) Client-side encryption - you control keys, enhanced privacy; 3) End-to-end encryption add-on - maximum security for specific apps.

What payment methods do you accept?

We accept all major credit cards, PayPal, and for annual plans, we also support bank transfers and cryptocurrency payments (Bitcoin, Monero, and Ethereum).

Can I change plans later?

Absolutely. You can upgrade, downgrade, or cancel your plan at any time. Prorated adjustments will be made to your bill when changing plans.

Are there any hidden fees?

No. The price you see is the price you pay. There are no setup fees, overage charges, or hidden costs. We believe in transparent pricing.

Do you offer discounts for non-profits?

Yes! We offer a 25% discount for registered non-profit organizations. Please contact our team with proof of non-profit status to get set up.

How does the 30-day guarantee work?

If you're not completely satisfied with I Am NOT The Product within the first 30 days, we'll refund your payment in full. No questions asked.

How do I cancel my account?

You can cancel your account at any time from the billing section of your dashboard. If you need assistance, our support team is happy to help.