Privacy Policy

Updated 2 October 2026

Who we are

Ashenvale is an online game. Contact: support@ashenvale.io.

What we collect

Game data: your hero (name, appearance, skills, items, gold, progress), chat messages, trades, the players you block, and a random account key stored on your device (we never ask for your name, email or password). Technical data: device type, platform, app version and, when you connect, your IP address (used for security, abuse prevention and a rough country/city). Purchases: a record of what you bought and when, from the store you bought it through (we never see card details). If you allow it, anonymous gameplay statistics (see below). Bug reports you send us, including their text and your hero’s name. Player reports: when you report someone we keep your hero, theirs, the reason, your note and their recent chat; when someone reports you, the same about you.

Gameplay statistics

If you allow it (on the agreement screen or later in Settings), we record anonymous gameplay events — for example finishing the tutorial, clearing a lair or ending a session — linked to your hero’s random account key, not to your name or contact details. We use Mixpanel to analyse them so we can fix problems and make the game better. In the EU, UK and similar regions this is off unless you turn it on.

Ads

The free game may show ads through Google AdMob, which may use device identifiers to show and measure ads. On iPhone you’ll be asked for permission before any cross-app tracking. Where available, you can turn off personalised ads in Settings (“Do not sell or share my info”).

How we use it

To run the game and your hero, keep it fair and safe (anti-cheat, moderation), process purchases, fix bugs, and — with your permission where required — understand how the game is played.

Who we share it with

Only service providers who help run the game: hosting, Mixpanel (statistics and a copy of the text of bug reports you send, both only if you allow statistics), Google AdMob (ads), RevenueCat and the app stores (purchases). We don’t sell your personal information. Other players see your hero name, level, appearance and chat.

How long we keep it

Hero data for as long as your hero exists, or until you delete your account; server logs for up to 90 days; backups for up to 30 days (hourly copies on the game server for about 3 days, and a nightly copy in encrypted off-site storage for 30 days); statistics for up to 2 years; bug reports until the bug is resolved; player reports, and the moderation decisions made on them, for up to 2 years (so repeat problems can be recognised).

Deleting your account

You can delete your account at any time in the game: Settings → Delete account, then type your hero’s name to confirm. This immediately and permanently erases your hero and everything saved with it (skills, items, gold, bank, house, pets and anything bought for the hero), takes down your Grand Market listings and orders, removes your hero from the hiscores and leaderboards, deletes your recent chat messages and your statistics profile, and makes your recovery code stop working. Your list of blocked players goes with your hero, and your hero is taken off other players’ block lists. Any mute or ban on your hero ends, and player reports about your hero (which quote its chat) are deleted. A few records stay without your hero: bug reports you sent (with the hero name removed), player reports you made about others (with your hero’s name removed, so moderators can still act on them), your party mates’ leaderboard results and rune word discoveries (shown as “a departed hero”), other players’ own trade history (which may still show your hero’s name on a past trade), and a one-way, unreadable fingerprint of your old code so that it can never open or create a hero again. Our moderators’ own log of any action they took on your hero is kept for up to 2 years, like other moderation decisions. Copies in our backups are not edited: they are deleted on their normal schedule, within 30 days, and if we ever have to restore one, we delete your account again straight away. Statistics events already recorded stay linked only to a random identifier until they expire (up to 2 years); ask us if you want those erased too. Deleting your account doesn’t cancel a subscription: cancel Ashenvale Plus in the store account you subscribed with. Can’t open the game? Email support@ashenvale.io with your hero name (and your recovery code if you still have it) and we’ll delete the account for you.

Your rights

You can delete your account yourself in the game (see above). You can also ask for a copy of your data, ask us to correct or delete it, or withdraw consent for statistics at any time (Settings). Email support@ashenvale.io with your hero name; we may ask for your recovery code to prove it’s your hero. Depending on where you live (e.g. the EU/UK or California) you may have additional rights, including complaining to your data protection authority.

Children

Ashenvale is not directed to children under 13 and we don’t knowingly collect their data. If you believe a child under 13 is playing, contact us and we’ll delete the data.

Changes

We’ll post changes here and, if they are material, ask you to agree again in game.

Contact: support@ashenvale.io