Privacy Policy.

This English version is a translation provided for convenience. If it differs from the Chinese version, the Chinese version prevails.

Scope

This policy covers the following websites and services run by Abnormal (“we”, “us”):

• Website: abnormalhq.com, including the mailbox shop, the orders and account pages, the redeem page and the guide (until November 2026 these were at onboard.abnormalhq.com, which now redirects here).
• Webmail: webmail.abnormalhq.com.
• Status page: console.abnormalhq.com/status.
• Connected apps: the MCP server of our management system’s admin console (console.abnormalhq.com/api/mcp) and its OAuth sign-in, when a workspace administrator connects Claude or another app to it (see “Claude and other connected apps”).
• @abnormalhq.com and existing @abnormal.bid mailboxes opened through these services, including use over IMAP / SMTP.
• Inquiries you send through the contact channels we publish (email, WeChat, Telegram and so on), and custom services such as domain mailboxes, team mailboxes or setup help that we agree on separately.

When you deal with third parties through your mailbox (for example by exchanging mail or using it to sign up for another website), their handling of your information is governed by their own privacy policies.

Information the website collects

The website is a set of static pages. It has no accounts or sign-in, and uses no analytics scripts. We don’t actively collect personal information while you browse it.

• Inquiry dialog: the service type, term and details you enter in the dialog are turned into a message inside your browser only. The website doesn’t send them to our servers or keep them. We receive them only if you copy the message and send it to us, or click “Ask by email” and send it from your mail app.
• Appearance preference: if you pick light or dark mode by hand, the choice is saved in your browser’s local storage (abnormal-theme) only to remember the look; the shop and redeem page use the same preference. It is never sent to us, and choosing “System” clears it.
• Address check: where the website offers “Check your address”, the username and domain you type are sent to our servers only to answer whether that address is free; the answer is not tied to you and the request carries no cookies. An address you pick is kept in your browser’s session storage for the current tab (abnormal-address) so the shop and the mailbox setup form can fill it in for you; it is never sent to us from there, and it is gone when you close the tab or choose “Don’t use this address”.
• Language preference: when you click the language switch in the header, your browser keeps a cookie that records only “Chinese” or “English” (abnormal_lang, valid for one year, for abnormalhq.com and its subdomains), so the website, the shop and redeem page, and webmail show the same language. Without it, pages follow your browser language. The cookie carries no identity and is not used for analytics; choosing “Follow browser” in the webmail language menu, or clearing your browser cookies, removes it.
• Hosting: the website is hosted on Cloudflare, with its fonts served from the same place rather than a third-party font service. The host may keep access logs such as IP addresses and browser types under its own policy; we have no access to them. See the Cloudflare Privacy Policy.

Information processed when you buy and redeem

When you buy in the shop, manage orders or redeem a code, we process:

• Order details: the plan, price and discount, order number, payment method, payment status, the transaction number returned by the payment provider, the amount and time, and the redeem code and renewals tied to the order.
• Discount codes: a code you enter in the shop is sent to our servers to check it and to price the order, and is recorded with the order. For an order placed with a code, your browser also keeps the code and the plan’s price before it in session storage for the current tab (abnormal-coupon), only so that the order page can show what the code took off; it is not sent to us from there and is gone when you close the tab.
• Contact email: an optional address you give when ordering or renewing, used for expiry and renewal reminders and to find your orders when you sign in to your shop account.
• Shop account: the email address you register and sign in to My account with, and the account password you set. The password is kept only as a one-way hash, so we never see it. When you register we send a confirmation link to that address; you can also sign in with a one-time link sent there (it works for 15 minutes) and set a new account password once signed in.
• Sign in with Google: if you choose “Continue with Google”, you pick an account and agree on Google’s pages, and Google then tells us your Google account identifier and the email address Google has verified. We never receive your Google password and don’t read your contacts or anything else. We use this to sign you in to the shop account it is linked to; for Gmail and Google Workspace addresses we also sign you in to, or create, the shop account with that address and link it automatically, while other addresses are linked by you in My account once signed in. We keep the link so you can sign in directly next time; you can unlink it in My account. Google’s handling of this is governed by the Google Privacy Policy.
• Purchase session cookie: when you order, your browser keeps a random identifier (mailhq_shop, HttpOnly) so you can collect the redeem code and see the order in that browser. It lasts one year and is renewed with each order. Our database stores only a digest of it, and an order number alone cannot be used to collect a code.
• Payment details: Linux DO Credit payments happen on Linux DO Credit; card payments happen on Stripe, which handles the card number, expiry date and security code. We never see or store them. We receive only the payment result, transaction number and amount, plus the Stripe customer and subscription IDs needed for card subscriptions.
• Redeem details: the redeem code you enter, the domain and username you choose, and the password you set for the mailbox. If you fill in a “receiving email”, we send the new mailbox’s address, password and server settings to that address.
• Buyers managing mailboxes: a mailbox set up with an order’s redeem code is managed by that order’s buyer in My account, including a mailbox you set up with a code the buyer gave you. The buyer can see its address, status and usage, and can reset its password, disable it or delete it; these actions are recorded in the management system’s activity log.
• Your own domain: if your plan includes it and you connect a domain of your own in My account, we keep the domain name with your shop account, the ownership record we gave you to publish, when the domain was verified and where it stands (waiting for verification, under review, live or suspended). To check the records we look them up in public DNS; we never change your DNS. The domain name and each step (reserved, verified, approved, suspended, removed), with who took it, are recorded in the management system’s activity log, and our admins see the domain, your account email and the mailboxes on it when they review or manage it.
• Security information: the IP address and browser details of requests, used to limit request rates and block abuse such as guessing redeem codes.
• Human check: the redeem page, shop sign-in, webmail sign-in and management system sign-in may run a Cloudflare Turnstile check. It reads signals your browser sends (such as browser characteristics and how the page is used) to tell people from automated programs, and usually needs no action from you; we receive only a pass or fail result. See the Cloudflare Turnstile Privacy Addendum.

Information processed when you use a mailbox

Once a mailbox is open, providing mail service necessarily involves:

• Mail and mailbox data: the messages you send and receive (senders, recipients, subjects, bodies and attachments), folders, and flags such as read and starred. They are stored on our own Stalwart mail servers to deliver, store and show your mail. We don’t analyse mail content for advertising and never sell it.

• Delivery records: server logs such as delivery times, sender and recipient addresses, delivery results and spam verdicts, used for delivery, spam filtering and troubleshooting.

• Account details: the mailbox address, plan, storage and daily sending limit, validity and subscription status. Mailbox passwords are stored encrypted in our management system so that webmail sign-in and mailbox management work.

• Webmail: once you sign in, your browser keeps session cookies to keep you signed in and to allow several mailboxes at once. Automatic forwarding you set up is stored on the server; the appearance preference stays in your browser.

• AI features: the following features send the relevant content through Cloudflare AI Gateway to a third-party large language model provider (currently DeepSeek) to generate a result:

  • AI writing (drafting, rewriting, polishing, translating): what you wrote or selected, your instructions, the subject, the recipients, and the original message quoted in a reply or forward.
  • Conversation summaries and suggested replies: when you ask for them, the senders, recipients, times, subjects and bodies of the messages in that conversation.
  • Natural-language search: only the sentence you typed and today’s date, no mail content.
  • Follow-up tasks: the task description, and the mail in this mailbox that the task searches and reads while it runs. Once created, a task runs by itself on a schedule or when related mail arrives, until it finishes or is cancelled, and may send mail automatically depending on the chosen send mode. When a task needs the web, its search terms and the addresses of pages to read are sent to Tavily.
  • Ticket AI assistant: when it is on, it handles the tickets you submit first, and receives the ticket text plus the mailbox address, status, creation date, storage use and message counts, and the few passages of our help material most relevant to your question.

  Apart from these cases, your mail is not sent to a language model provider.

• Finding things by meaning: to pick the relevant help material for the ticket AI assistant, the ticket subject and your latest message are sent to Cloudflare Workers AI and turned into a set of numbers (a vector) for comparison; they are not kept. The management system also has a “semantic search” feature which, when on, sends the subject, sender and recipients and the start of the body of mail to Cloudflare Workers AI to make vectors, stored on Cloudflare Vectorize, so admins can find mail by meaning. It is currently off, and we will update this policy before turning it on. Workers AI does not keep this content or train on it, and these calls do not go through AI Gateway, which keeps logs.

• Tickets and help requests: tickets you submit in webmail, the messages exchanged and any details you include.

Admin access: to keep the service running, our management system can technically show mailbox contents. We access a mailbox only to troubleshoot problems with it or with the system, to handle a request you made yourself, to deal with abuse reports or security incidents, or to cooperate with competent authorities as the law requires. Viewing, moving and deleting mail and sending from a mailbox are recorded in the management system’s activity log.

Admin use of AI features: when handling your mailbox in the management system, an admin with permission to send mail can also use AI writing, conversation summaries, suggested replies and natural-language search, or create follow-up tasks for the mailbox through the management system or the management API. The relevant content is sent to the language model provider in the same way. This use is limited to the same situations as in the previous paragraph.

Information processed for inquiries and custom services

When you contact us, or use a custom service we have agreed on, we may process:

• Contact details: the email address, WeChat ID or Telegram account you contact us from, and the name you give.
• Your needs: the service, number of mailboxes and term you want, plus details such as your domain, devices and mail apps.
• Information needed for setup: depending on the agreed plan, your domain, specific mailbox addresses and similar details. We tell you what is needed and why before we start.
• Correspondence: messages exchanged while you ask, confirm a plan and get support.

Claude and other connected apps

Administrators of a workspace in our management system’s admin console (console.abnormalhq.com) can connect Claude (the “Claude connector”), or another app that supports the Model Context Protocol (MCP), to the console’s MCP server at console.abnormalhq.com/api/mcp. The app signs in with OAuth 2.0: the administrator signs in to the console, chooses on a consent page what the app may read or change, and approves. Only administrators can do this. How to connect, and what the app can and cannot do, is described on the Claude connector page.

• Information we collect: for each connection, the app’s name, its client ID and the address it returns to, the access granted, the workspace and the administrator’s account, and when the connection was created and last used. The tokens the app uses are stored only as SHA-256 hashes. With each request we receive only what the app sends to carry it out, such as a mailbox address, a new quota or the terms of a message trace search; we never receive your conversation with Claude or with any other app.
• How we use and store it: to check each request against the access granted and the administrator’s current role, and to carry it out through the management API with the same checks and limits as a request made with an API key. The connection is stored in our database with the workspace’s other settings. Every change made through a connection, and every message trace search with its search terms, is recorded in the workspace’s activity log, naming the connection (oauth: followed by its ID); each request is also counted in the API call statistics (route, status and duration, without request content), as for API keys. A connection reaches only what the management API offers: it cannot read the mail in mailboxes, except what follow-up tasks hold (their instructions, the subjects and senders of the conversations they follow, the beginning of messages they received and the emails they wrote) when the administrator grants access to follow-up tasks.
• Sharing: we don’t share connection information with anyone beyond the service providers listed under “Sharing and service providers”. What an app sends us, and what it does with the results it receives, happens on its provider’s side: for Claude, Anthropic’s handling of your conversations is governed by the Anthropic Privacy Policy; for another app, by its provider’s policy.
• How long we keep it: access tokens expire after one hour and refresh tokens after 30 days, with every refresh issuing a new refresh token; a connection not used for 30 days expires. A connection ends when the administrator disconnects it in the app, revokes it under Account settings → Connected apps (administrators can also revoke any of the workspace’s connections under Settings → API keys → Connected apps), changes their console password or sign-in email, or stops being an administrator or a member of the workspace. Entries made through a connection are kept as part of the workspace’s activity log (see “How long we keep information”), and API call statistics are kept by Cloudflare’s analytics service for about three months. You can ask us to delete the record of an ended connection at any time.
• Questions: for anything about connected apps or this section, write to us using the details under “Contact us”.

How we use information

• To confirm payment, issue redeem codes, open mailboxes, and deliver and store your mail.
• To send the emails the service needs: shop registration confirmations, sign-in links and password reset emails, notices that your account password was set or changed or that Google sign-in was linked, account details after redeeming (only if you gave a receiving email), expiry and renewal reminders, and subscription charges and status changes.
• To handle renewals, expiry, suspension and restoration, refunds and disputes.
• To provide support and answer tickets and inquiries.
• To provide the AI features described above: generating drafts, summaries, suggested replies and search filters, running follow-up tasks and handling tickets first.
• To keep the service safe: human checks, limiting request rates and finding and stopping spam, phishing, account theft and other abuse.
• For bookkeeping and to meet legal obligations.

We don’t use your information for unrelated marketing, and we don’t send you promotions without your consent.

Sharing and service providers

We don’t sell or rent your personal information. To run the service, the following providers process the information they need for their part:

• Cloudflare: hosts the website, runs the shop, redeem page, webmail and management system, provides network delivery, runtime logs, AI Gateway, the human check (Turnstile) and finding things by meaning (Workers AI and Vectorize), stores screenshots attached to tickets in R2, and runs follow-up tasks.
• Database provider: stores accounts, orders, redeem codes, ticket text, follow-up task records, settings and similar data (currently PlanetScale).
• Cloud host for the mail servers: runs our own mail servers and the mail stored on them.
• Linux DO Credit and Stripe: process the payment method you choose, under their own privacy policies.
• Large language model provider (currently DeepSeek): receives the content needed to generate a result, only when the AI features described above are used.
• Tavily: receives search terms and the addresses of pages to read, only when a follow-up task goes on the web.

In addition, the mail you send is delivered to the recipients’ mail servers as the mail protocols require, and we may provide necessary information when laws, regulators or courts require it.

How long we keep information

• Mail and mailboxes: kept while the service is valid, and you can delete mail yourself. After expiry there is a 7-day grace period during which everything works as usual. When the grace period ends the mailbox is suspended, and its mail and data are kept for another 30 days, during which you can still renew to restore it. After that the mailbox is marked for reclaiming and, once an admin confirms, the mailbox and its mail are deleted.
• Tickets and follow-up task records: ticket messages, AI assistant drafts, and the descriptions, messages and run records of follow-up tasks (which may include excerpts of mail they read) are kept in the database. They are not currently removed automatically when a mailbox is deleted; you can ask us to delete them at any time (see “Your rights”).
• Orders and payment records: kept for up to 12 months after the service ends to handle support, renewals and disputes, then deleted or anonymised, unless the law requires longer.
• Sign-in and sessions: shop registration, sign-in and password reset links work for 15 minutes; shop account sign-ins last 30 days, and changing the account password signs out every other browser; the purchase session cookie lasts one year; webmail sessions end when you sign out or they expire.
• Your own domain: a domain you give up before its ownership is verified is deleted from your account at once. A verified domain is kept for as long as it is connected. Once your last plan that includes it has lapsed, it goes through the same 7-day grace period and 30-day retention period as its mailboxes; nothing is deleted automatically after that, and the domain is removed when an admin removes it, which you can ask us to do at any time. Its entries in the activity log are kept as described below.
• Runtime and access logs: deleted automatically under our hosting providers’ retention periods. The management system’s activity log is kept for security auditing for as long as the service runs.
• Inquiries that don’t lead to a service: correspondence is deleted within 3 months after the inquiry ends.
• You can ask us to delete information sooner at any time (see “Your rights”), except where it is needed for an open order or dispute or the law requires us to keep it.

Security

• Every site uses HTTPS throughout; payment credentials, merchant keys and other sensitive settings are stored encrypted; the password in a redeem result is shown only once.
• Redeem, sign-in and payment endpoints are rate-limited by IP, shop account password attempts are also limited per account, and suspicious code guessing is locked out; the management system authorises by role and logs sensitive actions.
• Apart from what you type yourself on the redeem page, in your shop account, on the webmail sign-in page or when changing your password, we will never ask for your password, verification codes or card details by email, chat or any other channel. If anyone asks in Abnormal’s name, don’t give them anything, and check with us using the email address under “Contact us”.
• Keep redeem codes, mailbox passwords, your shop account password and shop sign-in links safe: anyone who has a redeem code can use it to open mailboxes, and anyone who can sign in to your shop account can manage the mailboxes of your orders.
• No transmission over the internet is entirely without risk. If you notice anything unusual with your account, change your password and contact us as soon as possible.

Your rights

At any time, using the details under “Contact us”, you can:

• ask what information we hold about you;
• correct information that is inaccurate or incomplete;
• ask us to delete a mailbox, orders or account information, or withdraw consent (which may mean the service can’t continue);
• export your mail yourself through IMAP or another mail client;
• ask questions or complain about this policy or how we handle information.

We act once we have verified your identity, usually replying within 15 business days. To verify your identity we may ask you to write from the mailbox concerned or give an order number.

Minors

Our service is meant for adults. If you are under 18, use the website and service only with the consent and involvement of a parent or guardian. If we find that we have collected a minor’s information without that consent, we will delete it promptly.

International transfers

The hosting, database, mail server, payment and language model providers we use may be located outside mainland China, so information the service needs may be transferred to and stored in other countries. We transfer only what the service needs and protect it as this policy describes.

Changes to this policy

We may update this policy as the service or the law changes. We will publish the new version on this page and update the “Last updated” date at the top, and highlight significant changes on this page. If you keep using the website or service, you accept the updated policy.