Service Description

HideMyID provides online privacy tools, including IP masking, encrypted browsing features, and related digital security services through VPN (Virtual Private Network) technology.

Our service uses WireGuard protocol to create secure, encrypted connections between your device and our global network of servers across 16 locations.

Eligibility

You must be at least 16 years of age to use the Service. By using the Service, you confirm that you meet this requirement.

If you are under 18, you should have parental or guardian consent to use HideMyID.

Accounts & Subscriptions

•           A valid account is required to access paid features.

•           Subscriptions renew automatically unless cancelled before the renewal date.

•           All prices are shown in Australian Dollars (AUD) and include GST where applicable.

•           You may cancel at any time through your account dashboard or by contacting support.

Subscription Plans

•           Monthly Plan: $6.25 AUD per month, billed every 30 days

•           Yearly Plan: $59.95 AUD per year, billed annually (equivalent to $4.99/month, 20% savings)

Free Trial Period

New users are eligible for a 3-day free trial with the following terms:

•           Valid payment method required at signup

•           Full access to all features during trial period

•           Trial begins immediately upon account creation

•           Automatic billing begins after 3 days unless cancelled

•           Cancel anytime during trial period to avoid charges

•           One trial per user/payment method

Billing & Renewals

•           Billing cycles begin on the date of purchase or trial conversion

•           Renewal charges occur automatically on the renewal date

•           Failed payments may result in service suspension after 3-day grace period

•           You will receive email notification before each renewal

•           Price changes will be communicated 30 days in advance

Cancellation

•           Cancel anytime through your account settings

•           Cancellation takes effect at the end of current billing period

•           You retain access until the paid period expires

•           No partial refunds for unused time (except as required by Australian Consumer Law)

Acceptable Use Policy

You must not use HideMyID for:

•           Illegal activity under Australian or international law

•           Fraud, identity theft, harassment, or abuse

•           Circumventing platform bans or committing cyber-offences

•           Distributing malware, viruses, or harmful code

•           Unauthorized access to computer systems or networks

•           Copyright infringement or intellectual property violations

•           Spamming, phishing, or deceptive practices

•           Any activity that harms network integrity or other users

Violation may result in immediate suspension or termination of your account without refund.

Note: While HideMyID protects your privacy, you remain fully responsible for your online activities and must comply with all applicable laws.

Zero-Logs Policy

HideMyID operates with a strict zero-logs policy.

We do NOT record, store, or monitor:

•           Browsing history or websites visited

•           Connection timestamps or session duration

•           Your original IP addresses

•           Online activity or traffic content

•           DNS queries or lookup requests

•           Bandwidth usage patterns

Only essential operational data (such as payment information managed by our payment processor and account email) may be collected for account management purposes as detailed in our Privacy Policy.

Important: While HideMyID maintains a zero-logs policy, third-party providers (hosting companies, payment processors) may maintain their own logs as required by their legal obligations.

VPN Service Limitations

While HideMyID provides strong privacy protections, users should understand the following limitations:

Security Limitations

No VPN service can guarantee absolute anonymity or security. HideMyID does not protect against:

•           Malware, viruses, or phishing attacks

•           Compromised or insecure devices

•           Weak passwords or credential theft

•           Browser fingerprinting or advanced tracking techniques

•           Information you voluntarily provide to websites

•           Legal surveillance with proper warrants

Performance Factors

Connection speeds and performance depend on multiple factors:

•           Your base internet connection speed

•           Distance to selected VPN server

•           Server load and capacity

•           ISP throttling or network conditions

•           Encryption protocol overhead (inherent to VPN technology)

Some speed reduction is normal when using VPN encryption. We do not guarantee specific speeds or performance levels.

Service Blocking

Some websites, streaming services, and online platforms actively block VPN connections. HideMyID cannot guarantee access to services that implement VPN detection or blocking. This is not considered a service failure.

User Responsibility

Users remain responsible for:

•           Maintaining device security and software updates

•           Using strong, unique passwords

•           Avoiding malicious websites and downloads

•           Complying with applicable laws in their jurisdiction

•           Understanding local regulations regarding VPN usage

Performance & Availability

While HideMyID aims for stable, reliable performance, we do not guarantee:

•           Uninterrupted or error-free service

•           Specific connection speeds or bandwidth

•           Access to all websites, apps, or online services

•           Availability of specific server locations at all times

•           Compatibility with all devices or operating systems

Performance may vary due to device capabilities, ISP conditions, third-party networks, server maintenance, or factors beyond our control.

We reserve the right to perform scheduled maintenance with reasonable notice. Emergency maintenance may occur without advance notice.

Refund Policy

7-Day Money-Back Guarantee

We offer a 7-day money-back guarantee for new subscriptions with the following conditions:

•           Request must be submitted within 7 days of initial purchase

•           Applies to first-time purchases only (one per customer)

•           Full refund of subscription fee (excludes payment processing fees)

•           Account must not have violated our Acceptable Use Policy

•           Refunds processed within 10 business days to original payment method

How to Request a Refund

To request a refund, email our support team at: support@hidemyid.com.au

Include in your message:

•           Your full name or account name

•           Email address used for the subscription

•           Date of purchase

•           Subscription type (Monthly or Yearly)

•           Reason for requesting a refund

Refunds for Service Failures

If the service experiences a major failure as defined by Australian Consumer Law, you may be entitled to a refund regardless of the 7-day period. Contact support to discuss service failure refunds.

Exclusions

•           No refunds after 7-day guarantee period (except for major failures)

•           No refunds for accounts terminated due to policy violations

•           No partial refunds for unused time within a billing period

•           Yearly plans: after 7 days, no refunds for unused months

Cancellation Without Refund

You may cancel your subscription at any time. Cancellation stops future billing but does not trigger a refund unless within the 7-day guarantee period or due to major service failure.

Australian Consumer Law Protections

Your Rights Under Australian Law

Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy provided under the Australian Consumer Law (Competition and Consumer Act 2010) or other applicable law that cannot be lawfully excluded.

Consumer Guarantees

Under Australian Consumer Law, our services come with guarantees that cannot be excluded, including:

•           Services will be provided with due care and skill

•           Services will be fit for the purpose we describe

•           Services will be delivered within a reasonable time

Remedies for Major Failures

If there is a major failure with our service, you are entitled to:

•           Cancel your subscription and receive a refund for unused service

•           Compensation for any reasonably foreseeable loss or damage

Remedies for Minor Failures

If the failure is minor and can be fixed within a reasonable time, we will:

•           Repair or re-supply the service at no additional cost

•           Provide reasonable compensation if repair is not possible

Our Liability

Where we are permitted by law to limit our liability for breach of a non-excludable consumer guarantee, our liability is limited to, at our option:

•           Re-supplying the services; or

•           Paying the cost of having the services re-supplied

Limitation of Liability

Subject to the Australian Consumer Law protections above, and to the fullest extent permitted by law:

•           HideMyID is not liable for indirect, incidental, consequential, or punitive damages

•           The Service is provided on an "as-is" and "as-available" basis

•           Users assume all risk related to the use of online privacy tools

•           We are not responsible for third-party services, websites, or content

•           We are not liable for losses resulting from unauthorized account access due to user negligence

•           Total liability for any claim is limited to the amount paid for the service in the 12 months prior to the claim

Important: This limitation does not apply to liability that cannot be excluded under Australian Consumer Law, including liability for major failures of consumer guarantees.

Intellectual Property Rights

All content, software, trademarks, logos, and materials provided through HideMyID are owned by or licensed to HideMyID and are protected by Australian and international intellectual property laws.

Our Rights

HideMyID owns all rights to:

•           The HideMyID name, logo, and branding

•           The VPN application software and code

•           Website content, design, and graphics

•           Documentation and user guides

•           Proprietary technology and processes

Your License

We grant you a limited, non-exclusive, non-transferable, revocable license to:

•           Install and use the HideMyID application on your personal devices

•           Access and use the service for personal, non-commercial purposes

Restrictions

You may NOT:

•           Copy, modify, or create derivative works of our software

•           Reverse engineer, decompile, or disassemble the application

•           Remove or alter any copyright, trademark, or proprietary notices

•           Sell, rent, lease, or sublicense access to the service

•           Use our trademarks or branding without written permission

Account Termination

Termination by You

You may terminate your account at any time by:

•           Cancelling your subscription through account settings

•           Contacting support at support@hidemyid.com.au

Upon cancellation:

•           You retain access until the end of your paid period

•           Automatic renewal will be disabled

•           Your account data will be retained for 30 days, then deleted

Termination by HideMyID

We may suspend or terminate your account immediately if:

•           You violate these Terms or our Acceptable Use Policy

•           Payment fails and is not resolved within the grace period

•           We are required to do so by law or court order

•           We reasonably believe your account poses a security risk

Effect of Termination

Upon termination:

•           Your access to the service will be immediately disabled

•           No refund for violations of Terms (subject to ACL rights)

•           Your personal data will be deleted within 30 days

•           Payment records retained for 7 years as required by tax law

Data Export

Before termination, you may request export of your account data by contacting support. Due to our zero-logs policy, there is minimal data to export (primarily account email and subscription details).

Law Enforcement & Legal Requests

HideMyID complies with valid legal requests from Australian law enforcement and courts when required by law.

What We Can Provide

Due to our zero-logs policy, we cannot provide:

•           Browsing history (not collected)

•           Connection logs or timestamps (not collected)

•           Original IP addresses (not collected)

•           DNS queries (not collected)

•           Online activity logs (not collected)

We may be required to provide:

•           Account email addresses

•           Account creation dates

•           Subscription status and payment dates

•           Payment information (held by payment processor Stripe)

User Notification

We will notify users of legal requests for their information unless:

•           Legally prohibited from doing so (e.g., gag order)

•           Emergency circumstances involving danger of death or serious injury

•           Notification would be counterproductive to the investigation

Transparency Commitment

We are committed to transparency regarding government requests. We will publish an annual transparency report detailing:

•           Number of legal requests received

•           Types of requests (subpoenas, warrants, court orders)

•           Number of requests complied with

•           Number of user accounts affected

Force Majeure

HideMyID is not liable for any failure or delay in performance due to events beyond our reasonable control, including:

•           Natural disasters (earthquakes, floods, fires, storms)

•           War, terrorism, or civil unrest

•           Government actions, laws, or regulations

•           Internet or telecommunications failures

•           Cyberattacks, DDoS attacks, or hacking attempts

•           Power outages or infrastructure failures

•           Pandemics or public health emergencies

•           Labor disputes or strikes

During force majeure events, we will make reasonable efforts to restore service and will communicate with users about the situation and expected resolution timeline.

Governing Law & Disputes

Governing Law

These Terms are governed by the laws of New South Wales, Australia, without regard to conflict of law principles.

Jurisdiction

Any disputes arising from these Terms or the Service will be subject to the exclusive jurisdiction of the courts of New South Wales, Australia.

Dispute Resolution Process

Before commencing legal action, parties agree to attempt resolution through the following process:

1.         Direct Negotiation: Contact support@hidemyid.com.au to discuss the issue

2.         Good Faith Resolution: Both parties will attempt to resolve the dispute within 30 days

3.         Mediation: If unresolved, parties may agree to mediation before litigation

4.         Legal Action: If all else fails, disputes may be brought to court

Consumer Complaints

If you have a complaint about our service, you may also contact:

•           Office of the Australian Information Commissioner (OAIC): For privacy complaints - www.oaic.gov.au

•           Australian Competition & Consumer Commission (ACCC): For consumer law issues - www.accc.gov.au

Changes to Terms

HideMyID may update these Terms at any time to reflect:

•           Changes in our services or features

•           Legal or regulatory requirements

•           Security or operational improvements

•           User feedback and best practices

Notification of Changes

We will notify you of material changes by:

•           Email to your registered account email address

•           Prominent notice on our website

•           In-app notification (if applicable)

Notice will be provided at least 30 days before changes take effect.

Acceptance of Changes

Continued use of the Service after changes take effect means you accept the modified Terms. If you do not agree to the changes, you must cancel your subscription before the effective date.

Version History

Previous versions of these Terms are available upon request by contacting support@hidemyid.com.au.

General Provisions

Entire Agreement

These Terms, together with our Privacy Policy and any other policies referenced herein, constitute the entire agreement between you and HideMyID regarding the Service.

Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will remain in full force and effect.

No Waiver

Failure to enforce any provision of these Terms does not constitute a waiver of that provision or any other provision.

Assignment

You may not assign or transfer these Terms or your account without our written consent. We may assign these Terms to any affiliate or successor without restriction.

Relationship

Nothing in these Terms creates a partnership, joint venture, employment, or agency relationship between you and HideMyID.

Third-Party Beneficiaries

These Terms do not create any third-party beneficiary rights except as expressly stated.

Contact Information

HideMyID Pty Ltd

Email: support@hidemyid.com.au

Legal Inquiries: support@hidemyid.com.au

Refunds: support@hidemyid.com.au

Website: www.hidemyid.com.au

For privacy-related inquiries, please see our Privacy Policy for Privacy Officer contact details.