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Legal

Privacy Policy

Last updated: January 2026

At ArrowNet, we value your privacy and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, store, and protect your data when you use our services, website, customer portals, or communicate with us.

1. Information We Collect

We may collect the following categories of information:

1.1 Personal Information

  • Full name
  • Phone number
  • Email address
  • Residential or installation address
  • National ID or other verification details (only when required for service verification)

1.2 Service & Technical Information

  • Package/plan, connection status, account/service identifiers
  • IP address (public/private), connection/session logs
  • Device/router/ONU information (for troubleshooting/support)
  • Support tickets and communication history

1.3 Website Usage Information

  • Pages visited and actions taken on our website
  • Browser type, device type, operating system
  • Cookies and similar technologies (see Cookies section)

2. How We Use Your Information

We use your information for the following purposes:

  • Provide, operate, and maintain our internet services
  • Process new connections, upgrades, downgrades, and billing
  • Respond to customer support requests and troubleshoot issues
  • Improve service quality, performance, and user experience
  • Send service-related notices (maintenance, outages, updates, invoices)
  • Security, fraud prevention, and misuse detection
  • Comply with legal and regulatory requirements

No sale of data: We do not sell your personal information to third parties.

3. Data Sharing & Disclosure

We may share your information only in limited circumstances, such as:

  • With authorized ArrowNet staff to deliver services and support
  • With trusted service providers (e.g., payment, SMS/email providers) under confidentiality obligations
  • With government, law enforcement, or regulators where required by law
  • To protect the rights, safety, and security of customers, the public, or ArrowNet

We require third parties to protect your information and use it only for the purposes we specify.

4. Data Security

We use reasonable technical and organizational measures to help protect your personal information, including:

  • Access controls and role-based permissions
  • Secure servers and protected administrative access
  • Monitoring and maintenance to reduce security risks

Please note that no method of transmission or storage is completely secure. While we work to protect your information, we cannot guarantee absolute security.

5. Cookies & Tracking Technologies

We may use cookies and similar technologies to:

  • Remember preferences (where applicable)
  • Improve website performance and functionality
  • Analyze traffic and usage to improve our services

You can control cookies through your browser settings. Disabling cookies may affect certain features of the website.

6. Data Retention

We retain personal information only for as long as needed to:

  • Provide and manage services
  • Maintain billing and account records
  • Resolve disputes and enforce agreements
  • Comply with legal or regulatory obligations

After service termination, we may retain certain records for a limited period as required by law or for legitimate business purposes.

7. Your Rights & Choices

You may request to:

  • Access the personal information we hold about you
  • Correct inaccurate or incomplete information
  • Request deletion of certain information (subject to legal requirements)
  • Opt out of non-essential communications (if applicable)

To make a request, contact us using the details in the Contact section.

8. Changes to This Policy

We may update this Privacy Policy from time to time. We will post the updated policy on this page and revise the “Last updated” date.