Last updated: 20 August 2026
1. Who we are
Virtually Potted, LLC (“we”, “us”, “the studio”) is an independent game studio creating virtual products for the Second Life platform. This policy explains what personal information we collect, why we collect it, how long we keep it, and what rights you have over it.
For any question about this policy or your personal data, contact us through our support form at https://pottedinsl.com/create-new-ticket/, or by any of the other methods in section 11.
We are the data controller for the information described here.
2. What we collect
When you submit a support ticket, we collect:
| Information | Why we need it |
|---|---|
| Second Life legacy name | To identify your account and locate your purchases in-world |
| Avatar UUID | To reliably identify your avatar, since display names change |
| Email address | To send you replies and updates about your ticket |
| Subject and description | To understand and resolve your issue |
| Category | To route your ticket correctly |
| Discord username (optional) | To reach you in Discord if that is easier for you |
| Patreon account name (when relevant) | To verify your subscription tier for Patreon-related requests |
| Any files you attach | To diagnose the issue you are reporting |
| IP address | Recorded automatically by our helpdesk; used for security and abuse investigation |
We do not collect payment or financial information. Purchases are handled entirely by Second Life and Patreon, and we never see your payment details.
When you use our in-world products, our products communicate with our server so that gameplay can function. We store:
| Information | Why we need it |
|---|---|
| Avatar UUID and Second Life legacy name | To identify which avatar owns and is using a product |
| Gameplay state and ownership records | To save your progress, the condition of your items, and what you own |
| Interaction and event logs | Timestamped records of actions taken with our products, so that gameplay works correctly and so that we can detect cheating and exploits |
This information is collected automatically when you use our products. We do not receive your email address, real name, payment details or IP address through Second Life.
When you contact us in Discord or in-world, we see whatever your Discord or Second Life profile shows us, and the content of your messages. Those platforms have their own privacy policies, which govern their handling of your data.
3. Why we use your information
We use the information described above to:
- Handle your support request — answer your ticket, send you updates, and refer back to it if you contact us again about the same product or a related issue, including replacements and rebuilds of items you own.
- Operate our in-world products — save your progress, record what you own, and deliver the features of the products you have bought.
- Keep our products and community secure — investigate fraud, cheating, abuse of our products, and duplicate or fraudulent replacement claims. This can involve comparing information held in our gameplay records against information held in our support system, including avatar UUIDs, event logs, email addresses and IP addresses, in order to identify linked or duplicate accounts.
- Keep our own records — maintain a history of the support we have provided.
Data protection law requires us to tell you the legal basis we rely on for each:
| What we use it for | Our legal basis |
|---|---|
| Handling your support request | Your consent, given via the checkbox on our support form |
| Operating our in-world products | Performance of our contract with you — we cannot provide the product you bought without it |
| Keeping our products and community secure | Our legitimate interests in protecting our products, our customers and our business from fraud and abuse |
| Keeping our own records | Our legitimate interests in running the studio |
What we do NOT do
- We do not send marketing email, newsletters, or promotional messages. We have no mailing list. Announcements are made in Discord and in-world.
- We do not sell, rent, or trade your personal information.
- We do not use your data for advertising or profiling.
- We do not make automated decisions that produce legal or similarly significant effects.
4. Who we share it with
We share personal data only with providers who help us operate:
- Our email delivery provider (Twilio SendGrid, United States) — receives your email address and the content of ticket notifications.
- Our hosting provider — hosts our website and the servers holding our helpdesk and gameplay databases.
Our helpdesk software runs on our own server, and ticket data is stored in our own database.
Ticket notifications are also copied to a small number of internal studio mailboxes so our team can monitor incoming requests.
We may disclose information where legally required, or to establish or defend legal claims.
We do not sell, rent or trade your personal information.
Where your information is stored
Virtually Potted, LLC is based in the United States and all of our systems — website, helpdesk and gameplay databases — are located in the United States. Our email delivery provider is also based in the United States.
If you use our products or contact us from outside the United States, your information will be stored and processed in the United States. United States law may not provide the same level of data protection as the law of your own country. We apply the rights set out in section 7 to everyone, wherever you are.
5. Cookies and our website
Our website sets only the cookies needed for it to work. This includes cookies set by our security and content delivery provider to protect the site against malicious traffic. We do not use analytics, advertising, or third-party tracking cookies.
6. How long we keep it
Support tickets. Personal information in tickets is automatically anonymised 1095 days after the ticket is created. Anonymisation permanently removes identifying details — name, email address, IP address, avatar UUID, Discord username and Patreon account name — while leaving the record of the issue and its resolution.
Gameplay and ownership records. Kept indefinitely. Our items are linked to one another and pass between owners, so the record of an item has to survive even after a particular player stops using it. These records are also how we identify exploits.
Records relating to cheating, exploits or abuse. Kept for as long as necessary to protect our products and our customers. We do not apply a fixed deletion period to this category.
Information you send us in Discord or in Second Life is subject to those platforms’ own retention practices.
7. Your rights
Whoever you are and wherever you live, you have the right to:
- Access the personal data we hold about you
- Correct information that is inaccurate or incomplete
- Erase your data (“right to be forgotten”)
- Restrict how we process your data
- Object to processing based on our legitimate interests
- Portability — receive your data in a machine-readable format
- Withdraw consent at any time, without affecting processing already carried out
To exercise any of these, use whichever of these suits you best:
- Support ticket — submit a ticket at https://pottedinsl.com/create-new-ticket/ and describe your request. This is our monitored queue and gets the fastest response.
- Discord — contact a member of staff in our server at https://discord.gg/7ey6dvHyag
- In Second Life — send a notecard to IWasPotted Resident or Cort Brandriss
We handle these requests manually and will respond within one month.
Confirming who you are. Before we act on a request to access, correct or erase personal data, we may need to confirm that you are the person the data relates to — normally by verifying the request from the Second Life account concerned, or from the email address already associated with your tickets. This protects your information from being disclosed or deleted by someone else.
In some cases we may need to keep certain information — for example where it is needed to protect our products and customers, or to establish or defend a legal claim. If that applies to your request, we will tell you.
If you are unhappy with how we have handled your information, you have the right to complain to the data protection authority in your country.
8. Security
Our databases are held on our own servers. Access is limited to studio staff who need it for support or investigation. Our site is served over HTTPS.
No system is perfectly secure, and we cannot guarantee the absolute security of information transmitted to us.
9. Children
Our products are distributed within Second Life, which requires account holders to be at least 13 years old. We do not market our products to minors and we do not knowingly collect personal information from anyone under 13. If you believe a child under 13 has given us their information, please contact us and we will delete it.
10. Changes to this policy
We may update this policy as our practices change. The “last updated” date at the top shows the most recent revision. Material changes will be announced in our Discord server.
11. Contact
Virtually Potted, LLC
- Support tickets: https://pottedinsl.com/create-new-ticket/
- Discord: https://discord.gg/7ey6dvHyag
- In Second Life: notecard to IWasPotted Resident or Cort Brandriss
- Postal: 7901 4th St N, STE 300, St. Petersburg, FL 33702
Tickets reach us fastest, as they go to a monitored queue rather than an individual.
