Privacy Policy

1. Introduction

Gig Fibre Ltd ("we", "us", "our") is committed to protecting your privacy and personal data. This Privacy Policy explains how we collect, use, store, and protect your personal information when you use our broadband, digital phone, and web hosting services.

By using our services, you agree to the collection and use of information in accordance with this policy. We are registered with the Information Commissioner's Office (ICO) and comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. Information We Collect

2.1 Personal Information

We collect the following personal information when you sign up for our services:

• Contact Information: Name, email address, postal address, phone number
• Identity Verification: Date of birth, proof of address documents
• Payment Information: Bank account details, payment card information (processed securely through Stripe)
• Account Information: Username, password, account preferences
• Service Information: Service address, installation preferences, equipment details

2.2 Technical Information

When you use our services, we automatically collect:

• Connection Data: IP addresses, MAC addresses, device identifiers
• Usage Data: Bandwidth usage, connection times, service performance metrics
• Website Data: Browser type, device information, pages visited, time spent on pages
• Network Data: Router configuration, network settings, service quality metrics

2.3 Communications

We keep records of:

• Customer service interactions (phone calls, emails, live chat)
• Support tickets and correspondence
• Marketing preferences and consent

3. How We Use Your Information

We use your personal information for the following purposes:

3.1 Service Delivery

• Providing and maintaining your broadband, phone, and hosting services
• Processing payments and managing your account
• Installing and configuring your equipment
• Monitoring service performance and troubleshooting issues
• Sending service-related communications (service updates, maintenance notices)

3.2 Legal and Regulatory Compliance

• Complying with legal obligations (e.g., data retention for law enforcement)
• Responding to lawful requests from government authorities
• Complying with telecommunications regulations
• Preventing fraud and ensuring network security

3.3 Business Operations

• Managing customer accounts and billing
• Improving our services and network performance
• Conducting market research and analysis
• Training our customer service team

3.4 Marketing (with your consent)

• Sending promotional offers and service updates
• Newsletters and company updates
• Special offers and discounts

You can opt-out of marketing communications at any time by contacting us or using the unsubscribe link in our emails.

4. Legal Basis for Processing

We process your personal data under the following legal bases:

• Contract: To fulfill our contract with you and provide the services you've requested
• Legal Obligation: To comply with legal requirements (e.g., data retention laws, law enforcement requests)
• Legitimate Interests: To improve our services, prevent fraud, and ensure network security
• Consent: For marketing communications (you can withdraw consent at any time)

5. Data Sharing and Disclosure

We may share your information with:

5.1 Service Providers

• Payment Processors: Stripe for secure payment processing
• Network Infrastructure Providers: Companies that provide the physical network infrastructure
• WHMCS Integration: For billing and customer management (if applicable)
• IT Service Providers: Cloud hosting, email services, customer support tools

5.2 Legal and Regulatory

• Government authorities when required by law
• Law enforcement agencies with valid warrants or court orders
• Regulatory bodies (Ofcom, ICO) when required

5.3 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred to the new entity.

We do not sell your personal information to third parties for marketing purposes.

6. Data Security

We implement appropriate technical and organizational measures to protect your personal data:

• Encryption of data in transit and at rest
• Secure payment processing (PCI DSS compliant)
• Regular security audits and updates
• Access controls and staff training
• Secure data centers and backup systems

However, no method of transmission over the internet or electronic storage is 100% secure. While we strive to protect your data, we cannot guarantee absolute security.

7. Data Retention

We retain your personal data for as long as necessary to:

• Provide you with our services
• Comply with legal obligations (e.g., 12 months for certain telecommunications data)
• Resolve disputes and enforce agreements
• Maintain accurate billing and account records

After you cancel your service, we will retain your data for:

• Account Information: 7 years (for tax and accounting purposes)
• Usage Data: 12 months (as required by law)
• Marketing Preferences: Until you opt-out or withdraw consent

8. Your Rights

Under UK GDPR, you have the following rights:

8.1 Right to Access

You can request a copy of all personal data we hold about you.

8.2 Right to Rectification

You can request correction of inaccurate or incomplete data.

8.3 Right to Erasure ("Right to be Forgotten")

You can request deletion of your personal data, subject to legal obligations.

8.4 Right to Restrict Processing

You can request that we limit how we use your data in certain circumstances.

8.5 Right to Data Portability

You can request your data in a structured, machine-readable format.

8.6 Right to Object

You can object to processing based on legitimate interests or for marketing purposes.

8.7 Right to Withdraw Consent

Where processing is based on consent, you can withdraw it at any time.

To exercise any of these rights, please contact us at support@gig.uk.net or use our contact form.

9. Cookies and Tracking Technologies

We use cookies and similar technologies to:

• Remember your preferences and settings
• Analyze website usage and improve our services
• Provide personalized content
• Ensure website security

You can control cookies through your browser settings. However, disabling cookies may affect website functionality.

For more information, please see our Cookie Policy.

10. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of these external sites. We encourage you to read their privacy policies.

11. International Data Transfers

Your data is primarily stored and processed within the United Kingdom and European Economic Area (EEA). If we transfer data outside the EEA, we ensure appropriate safeguards are in place, such as:

• Standard Contractual Clauses approved by the European Commission
• Adequacy decisions by the European Commission
• Other appropriate safeguards under UK GDPR

12. Children's Privacy

Our services are not intended for individuals under 18 years of age. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any significant changes by:

• Posting the new policy on our website
• Sending an email notification (if you have an account)
• Updating the "Last Updated" date

We encourage you to review this policy periodically to stay informed about how we protect your information.

14. Contact Us

If you have questions about this Privacy Policy or wish to exercise your rights, please contact us:

Gig UK
Email: support@gig.uk.net
Website: Contact Form
Live Chat: Available on our website

Data Protection Officer:
If you have concerns about how we handle your data, you can also contact the Information Commissioner's Office (ICO):

Website: ico.org.uk
Phone: 0303 123 1113

15. Complaints

If you are not satisfied with how we handle your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK's data protection regulator.

ICO Website: ico.org.uk/make-a-complaint