Privacy Policy

1. Scope

This Privacy Policy explains how Treelink Network Private Limited collects, uses, stores, shares and protects personal information relating to website visitors, prospective customers, subscribers, authorised users, enterprise contacts and persons who interact with our support or payment channels.

2. Information We Collect

2.1 Information provided by you

• name, mobile number, email address and communication details;
• service address, installation address and billing address;
• identity, address and KYC documents required for service activation or legal compliance;
• Customer ID, username, selected plan, billing and transaction information;
• business name, GST details and authorised-contact information for enterprise services;
• support requests, complaints, call records, emails, chat messages and feedback;
• information submitted through enquiry, career or contact forms.

2.2 Information generated through service use

• connection, authentication, session, usage, IP allocation, network, device and service logs;
• service start/end time, data usage, network identifiers and fault diagnostics;
• router, ONT, modem or CPE identifiers and configuration information;
• website access data such as IP address, browser type, device type, referring page, cookies and interaction data;
• records required for billing, fraud prevention, security, lawful interception or regulatory compliance.

2.3 Payment information

Payments may be handled by authorised payment gateways, banks, UPI providers or other payment processors. We may receive transaction status, reference number, amount and limited payment metadata. We do not ordinarily store complete card numbers, CVV, UPI PIN or internet-banking passwords.

3. How We Use Information

We may process information to:

• verify identity, assess feasibility and activate, provision and maintain services;
• manage accounts, plans, renewals, invoices, payments, refunds and collections;
• authenticate users, allocate network resources and provide customer support;
• monitor performance, diagnose faults, secure infrastructure and prevent misuse or fraud;
• send service alerts, outage information, payment reminders, account notices and support communications;
• send offers or marketing communications where permitted, with an option to opt out;
• improve services, portals, websites, network planning and customer experience;
• comply with licence conditions, taxation, accounting, legal, regulatory, security and law-enforcement obligations;
• establish, exercise or defend legal claims and enforce our contractual rights.

4. Legal Grounds and Consent

We use personal information for the purposes described in this policy with your consent or as otherwise permitted or required by applicable law. You may withdraw consent at any time using the contact details in section 15. We will stop the processing covered by that consent unless the law authorises or requires continued processing. If we need the information to deliver a service you requested, we will explain how withdrawal affects that service.

5. Sharing and Disclosure

We may share information on a need-to-know basis with:

• payment gateways, banks and payment service providers;
• network carriers, upstream providers, infrastructure partners, franchisees, installation partners and authorised support vendors;
• cloud, hosting, software, SMS, email, analytics, audit, accounting and professional service providers;
• government authorities, regulators, courts, law-enforcement agencies or other persons where disclosure is legally required or validly requested;
• an acquiring, merged or reorganised entity in connection with a genuine corporate transaction, subject to appropriate confidentiality and legal safeguards.

We do not sell personal information to third parties for their independent advertising use.

6. Cookies and Website Technologies

Our website may use essential cookies, session cookies, analytics tools and similar technologies to operate forms, remember preferences, measure traffic, detect abuse and improve performance. Browser settings may be used to block non-essential cookies, although some website functions may then not operate correctly.

7. Communications and Marketing

We may use registered contact details for service-related messages, billing reminders, planned maintenance, support updates and legally required notices. Promotional communications may be stopped by using the unsubscribe option, replying with an opt-out request or contacting support. Essential service communications will continue while an active account or legal obligation exists.

8. Data Retention

We retain information only for as long as reasonably necessary for service delivery, billing, dispute handling, fraud prevention, security, audit, taxation and compliance with applicable telecom, internet, company and other legal requirements. Different categories of records may have different retention periods. Information may be securely deleted, anonymised or archived when no longer required.

9. Security Measures

We use reasonable administrative, technical and organisational safeguards designed to protect information against unauthorised access, alteration, disclosure, loss or destruction. These may include access controls, authentication, network monitoring, backups, encryption where appropriate, vendor controls and staff confidentiality obligations.

No internet transmission or storage system is completely secure. Customers must protect their credentials, Wi-Fi passwords and devices and immediately report suspected compromise.

10. Customer Rights and Requests

Subject to applicable law, a Customer may request access to or correction of personal information, withdrawal of consent, deletion of information no longer required, or information about grievance handling. A request may be refused or limited where retention or processing is required by law, necessary to provide the service, protect security, resolve disputes or establish legal claims.

We may verify identity and account ownership before acting on a request.

11. Children

Our services are intended to be contracted by adults or legally authorised organisations. Where a service is used by a minor, the parent, guardian or responsible institution must supervise the use and provide any legally required consent.

12. Third-Party Links

The website may contain links to third-party websites or services. Their privacy practices are governed by their own policies, and we are not responsible for their content, security or handling of information.

13. Cross-Border Processing

Some approved technology or cloud providers may process information outside the Customer’s state or, where legally permissible, outside India. We take reasonable steps to use providers with appropriate contractual, security and confidentiality safeguards and will comply with applicable restrictions on data transfer.

14. Lawful Disclosure and Network Records

As an internet and connectivity service provider, we may be required to maintain and provide specified subscriber, authentication, session, IP allocation, traffic-related or other records to competent authorities in accordance with applicable law, licence conditions or lawful directions. We do not voluntarily disclose such records except for legitimate operational, security or legal purposes.

15. Grievance and Privacy Contact

For privacy questions, correction requests or grievances, contact:

Please include the registered name, Customer ID, mobile number and a clear description of the request. We will acknowledge and handle valid grievances within the timeframe required by applicable law.

16. Changes to this Policy

We may update this Privacy Policy when services, technologies or legal requirements change. The latest version will be posted on the website with its effective date. Material changes may also be communicated through appropriate channels.