Privacy Policy

Last updated: May 27, 2026

1. Introduction

Swell Internet (“Swell,” “we,” “us,” or “our”) respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, share, and protect information when you use our internet services, visit our website, or interact with us.

As an Internet Service Provider (ISP), we have access to certain information about your internet usage. We are committed to transparency about our data practices and protecting your privacy rights.

2. Information We Collect

Account Information: When you sign up for our services, we collect personal information such as your name, address, phone number, email address, and payment information.

Service Usage Data: We automatically collect information about your use of our internet services, including:

Connection times and duration
Data usage amounts (upload/download)
IP addresses assigned to your connection
Network performance and technical diagnostics
Device information (MAC addresses, equipment models)

Customer Support Data: When you contact us for support, we may record and store your communications, including call recordings and chat logs, for quality assurance and training purposes.

Website Data: When you visit our website, we collect information through cookies, pixels, scripts, and similar technologies, including your IP address, approximate location, browser and device type, pages visited, referring URLs, campaign identifiers, and interactions with website forms or features.

Marketing and Analytics Data: We use analytics, advertising, and performance tools to understand website traffic, measure advertising campaigns, detect technical issues, and improve our services. These tools may receive online identifiers, event data, cookie identifiers, and limited contact or conversion information where permitted and configured.

3. How We Use Your Information

Service Provision: We use your information to provide, maintain, and improve our internet services, including:

Establishing and maintaining your internet connection
Billing and payment processing
Technical support and troubleshooting
Network optimization and performance monitoring

Network Management: We use network usage data to:

Monitor network performance and capacity
Identify and resolve technical issues
Plan network upgrades and expansions
Ensure fair usage among all customers

Legal Compliance: We may use your information to comply with legal obligations, respond to lawful requests from authorities, and protect our rights and the rights of others.

Website, Marketing, and Sales Measurement: We use website and campaign data to measure marketing performance, attribute conversions, understand which service areas are generating interest, improve our website, and avoid showing irrelevant advertising.

4. Information Sharing and Disclosure

We Do Not Sell Your Data: Swell does not sell, rent, or lease your personal information or internet usage data to third parties for marketing purposes.

Service Providers: We may share information with trusted service providers who help us operate our business, such as:

Payment processors for billing
Technical support vendors
Network equipment providers
Analytics, advertising, attribution, and website performance providers
Legal and professional service providers

Legal Requirements: We may disclose information when required by law, including:

Response to valid legal process (subpoenas, court orders)
Compliance with regulatory requirements
Protection of our rights, property, or safety
Investigation of fraud or other illegal activities

Business Transfers: In the event of a merger, acquisition, or sale of assets, customer information may be transferred as part of the transaction, subject to appropriate privacy protections.

5. Data Retention

Account Data: We retain your account information for as long as you maintain an active account with us, plus a reasonable period thereafter for business and legal purposes.

Usage Data: Network usage and performance data is typically retained for:

Detailed usage data: 12 months
Aggregated usage statistics: Up to 3 years
Billing records: 7 years (as required by law)

Customer Communications: Support tickets, emails, and call recordings are retained for up to 2 years for quality assurance and dispute resolution purposes.

6. Data Security

We implement appropriate technical and organizational security measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction, including:

Encryption of data in transit and at rest
Access controls and authentication systems
Regular security assessments and updates
Employee training on data protection practices
Network monitoring and intrusion detection

While we strive to protect your information, no method of transmission over the internet or electronic storage is 100% secure. We cannot guarantee absolute security but continuously work to improve our security measures.

7. Your Privacy Rights

Access and Correction: You have the right to access and correct your personal information. You can update your account information through our customer portal or by contacting customer support.

Opt-Out Rights: You can opt out of:

Marketing communications (while continuing to receive service-related notices)
Non-essential cookies through your browser settings
Ad personalization, targeted advertising, or analytics where opt-out rights apply
Certain data processing activities where legally permitted

Data Portability: Upon request, we can provide you with a copy of your personal information in a structured, commonly used format.

State-Specific Rights: Residents of certain states (California, Virginia, Colorado, etc.) may have additional privacy rights under applicable state laws. Please contact us to learn more about exercising these rights.

8. Cookies, Analytics, and Online Advertising

Our website uses cookies and similar technologies to:

Remember your preferences and login status
Analyze website performance and usage
Measure advertising campaigns and conversions
Provide relevant content, offers, and recommendations
Improve our services and user experience

We use providers such as Google Analytics, Google Ads, Metricool, PostHog, Meta Pixel, Datadog, and customer support or marketing tools to help operate, measure, and improve our website. These providers may set or read cookies and similar identifiers, receive event data from our website, and process that data according to their own terms and privacy policies.

If Google Signals, enhanced conversions, user-provided data, remarketing, or similar advertising features are enabled, contact or conversion information may be hashed or otherwise processed before being sent to Google or another advertising provider, and Google may associate site activity with signed-in users who have enabled ad personalization. We do not use these website tools to monitor the content of your internet communications.

Some state privacy laws may treat certain advertising or analytics uses as “sharing,” “targeted advertising,” or similar activity. You can control cookie settings through your browser preferences, use available platform controls such as Google Ads Settings or the Google Analytics opt-out browser add-on, or contact us at [email protected] to make a privacy request. Disabling certain cookies may limit some website functionality.

9. Children's Privacy

Our services are not directed to children under 13 years of age. We do not knowingly collect personal information from children under 13. If we become aware that we have collected information from a child under 13, we will take steps to delete such information.

Parents and guardians are responsible for monitoring and controlling their children's internet usage and online activities.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. We will notify you of material changes by:

Email notification to your registered address
Prominent notice on our website
Other appropriate communication methods

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

11. Contact Us

If you have questions about this Privacy Policy or our privacy practices, or if you would like to exercise your privacy rights, please contact us:

Swell Internet - Privacy Officer
Email: [email protected]
Phone: 1-270-447-9355
Address: 32 Mercer St 3rd Floor, New York, NY 10013

For privacy-related inquiries, please include “Privacy Request” in your subject line.