Swell Internet Privacy Policy

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 or mobile services, use the Swell Internet mobile application (the “Swell app”), 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.

Address Search and Maps: When you use address search or the checkout map, Google Maps helps locate the selected address and display its map position. We use the selected place identifier and the address you explicitly confirm to verify a complete service location and compare it with our serviceability records. Use of Google Maps features is subject to the Google Maps/Google Earth Additional Terms of Service and the Google Privacy Policy.

Mobile App Data: When you use the Swell app, we process account and sign-in identifiers, app and device context, notification tokens and preferences, and the account, service, billing, mobile-line, support, and privacy-request information you view or submit. Optional app analytics and diagnostics are collected only according to the choices described in the next section.

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. Swell mobile app

Authentication and Account Linking: The Swell app uses Firebase Authentication for email-and-password, Sign in with Apple, and Google Sign-In. Firebase processes the authentication identifier or credential needed for the selected method. Swell links the resulting Firebase user identifier to the correct customer account before the app can access protected account information. The app stores limited sign-in state and authentication tokens on the device so it can restore and revalidate a session.

Account and Service Information: After sign-in, the app retrieves the profile, contact details, service and billing addresses, current plan, and account status associated with the customer. It also retrieves invoice amounts, dates, status, line items, payment history, Auto-Pay state, and limited saved-payment-method details such as card brand, expiration, and last four digits. Stripe processes payment credentials and payment transactions; Swell does not receive or store the full card number from the app payment flow.

Mobile Lines and Support: For customers with mobile service, the app processes line identifiers, phone number, line status, and usage information needed to display and manage the line. When you use support features, the app processes ticket subjects, messages, category, priority, status, dates, and replies.

Optional AI Support and Google Gemini: The app does not send AI-support data to Google Gemini until you affirmatively agree to the in-app disclosure. If you agree, Swell sends what you type, recent AI chat history, and relevant account profile information (including name), service-plan details, recent support issue history, billing summaries, and network identifiers or status to Google Gemini for the purpose of generating support answers and troubleshooting guidance. You can decline and instead use FAQs, contact human support, or create a support ticket. You can withdraw consent at any time in Account > Privacy; after withdrawal, AI chat will not send additional data to Google Gemini unless you agree again. Swell records the disclosure version, grant or withdrawal, channel, and time in its consent ledger, without placing chat content in that consent record.

Push Notifications: The app requests notification permission from the relevant device settings. If you enable notifications, the app obtains a device push token through Expo Notifications and the applicable platform push service, including Apple Push Notification service or Firebase Cloud Messaging, and associates the token with your account. Swell also processes the platform, device name, and your billing, service, and outage notification preferences to deliver and route requested notifications. You can change the categories in the app or disable permission in device settings.

On-Device Storage: The app stores sign-in state, privacy choices, notification preferences and token, and selected authenticated responses in device storage or cache to restore settings and support limited offline use. Authenticated response caches are scoped to the signed-in user and cleared when that user signs out. A requested data export is written temporarily to the app cache for the device share sheet, and the app then attempts to delete that temporary file.

Optional PostHog App Analytics: PostHog remains off until you choose to enable App Analytics. When enabled, it may receive pseudonymous screen, tap, and app-lifecycle events linked to a stable account identifier. The mobile integration does not send your name or email as PostHog identity properties. Turning analytics off resets the PostHog identity and opts the app out of further PostHog collection.

Optional Datadog App Diagnostics: Datadog remains without tracking consent until you choose to enable Network Diagnostics. When enabled, it may receive app interactions and resource or network-request performance timing. Datadog error tracking and native crash reporting are disabled in the Swell mobile configuration. Version 1.0 does not include the PostHog mobile session-replay package or enable Datadog session replay, so these mobile providers are not configured to record screen-replay video. The mobile integration does not intentionally send your name or email to Datadog. You can withdraw consent in the app at any time.

Essential Crash and Error Diagnostics: Production builds are configured to use Firebase Crashlytics and Sentry for crash and error reporting, and Sentry is configured to sample a limited portion of performance traces. This reliability and security collection is separate from the optional PostHog and Datadog controls and may continue when those optional controls are off. Swell uses this information to diagnose failures, protect the app, and maintain service, not for advertising.

Connected Sign-In Providers: If Apple or Google is connected to your Firebase account, the app can reauthenticate and revoke that provider's access before disconnecting it. Before sending an account-deletion request, the app attempts to revoke each connected Apple or Google grant. Firebase login removal is part of final account deletion.

Export, Deletion, and Reactivation: In Account > Privacy & Data, you can create a portable JSON export of the Customer-360 profile held for your account. Depending on the records present, that export includes account and contact identifiers, provider reference identifiers, subscription and billing summaries, support summaries and recent ticket records, service usage, mobile lines, engagement or communication metadata, and risk or automation assessments. You can also request account deletion entirely in the app. If active paid service must continue through its current paid period, Swell shows the scheduled deletion date, signs you out, suppresses marketing, and schedules cancellation and deletion. Before deletion completes, signing in presents an explicit choice to cancel the pending request and reactivate. When deletion completes, Swell removes registered push tokens and the Firebase login, deletes or anonymizes personal information in its systems, and requests applicable processor cleanup. Billing, tax, accounting, dispute, fraud-prevention, or legally preserved records may be retained when required or permitted by law; a legal preservation obligation may delay deletion until it is released.

4. 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.

5. Information sharing and disclosure

No sale for money; advertising and analytics sharing: Swell does not sell personal information for money. Some disclosures of website data to advertising, analytics, attribution, and similar providers may be considered “sharing” for cross-context behavioral advertising under California law or targeted advertising under other state laws. You can opt out of those disclosures through our Your Privacy Choices page.

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

For the Swell app, service providers include Firebase and Google for authentication, push messaging, and crash reporting; Google Gemini for optional AI support only after the explicit choice described in Section 3; Apple for Sign in with Apple and device push delivery; Expo for app updates and notification delivery; Stripe for billing and payment processing; Sentry for crash, error, and limited performance diagnostics; and, only after the applicable optional choice, PostHog for product analytics and Datadog for app-performance diagnostics. These providers process information for the purposes described above under their applicable terms and privacy practices.

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.

6. 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.

Service Availability Watches: If you ask us to notify you when Fiber reaches a specific address, we retain the contact and address information while the watch is active. After a notification is delivered or a watch is cancelled, those personal fields are scheduled for anonymization beginning 30 days later. A delivery whose provider outcome cannot be confirmed is scheduled for anonymization beginning 90 days later. We retain only a non-personal delivery receipt after anonymization, unless a legal preservation obligation applies.

Mobile App Data: Mobile account, service, billing, line, support, and notification records follow the applicable categories above. Optional analytics, app-performance diagnostics, and essential crash/error diagnostics are retained according to operational needs and our service-provider arrangements. When account deletion completes, Swell deletes or anonymizes associated personal information except for records that must be retained for billing, tax, accounting, dispute, fraud-prevention, legal-hold, or other legal obligations.

7. 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.

8. 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. Signed-in Swell app users can create a portable JSON export from Account > Privacy & Data.

Account Deletion: Signed-in Swell app users can initiate account deletion from Account > Privacy & Data without calling, emailing, or completing a separate web form. The app displays the scheduled effective date when a paid service period or another disclosed processing step means deletion is not immediate. Before completion, the user can explicitly cancel the request and reactivate the account.

State-Specific Rights: Residents of certain states may have additional rights under applicable law. California rights and the available request channels are described in the next section.

9. California privacy rights

If you are a California resident, the California Consumer Privacy Act, as amended, may give you the following rights, subject to verification, legal exceptions, and the nature of our relationship with you:

Know and access: Request the categories and specific pieces of personal information we collected about you, along with information about sources, purposes, and categories of third parties to whom it was disclosed.
Delete: Request deletion of personal information we collected from you, subject to exceptions such as completing services, security, legal obligations, and record-retention requirements.
Correct: Request correction of inaccurate personal information we maintain about you.
Portability: Receive eligible personal information in a portable and, where technically feasible, readily usable format.
Opt out of sale or sharing: Direct us not to sell or share your personal information. Swell does not sell personal information for money, but some advertising or analytics disclosures may be considered sharing under California law.
Limit sensitive personal information: If we use or disclose sensitive personal information for purposes that trigger California's right to limit, direct us to restrict that use or disclosure to purposes permitted by law.
Non-discrimination: We will not deny goods or services, charge a different price, or provide a different level or quality of service solely because you exercised a California privacy right, except as permitted by law.

For website advertising and analytics choices, use our Your Privacy Choices page. A recognized Global Privacy Control signal is treated as an opt-out of sale or sharing for the browser and device that sends it. We also apply the same website tracking suppression when we receive a recognized Do Not Track signal.

Submit a request to know, access, delete, correct, obtain a portable copy, or limit a covered use or disclosure of sensitive personal information through our privacy-rights request form. Existing customers may also use the supported privacy and data controls in their signed-in Swell account portal.

An authorized agent may use the same form. The agent should identify the consumer, select “Authorized agent,” and describe the authority in the details field. We may require signed permission or other proof of authority and may verify the consumer's identity directly, as permitted by law.

You can also call our toll-free privacy-rights line at 1-844-793-5521 (1-8-HI-SWELL-21) or email [email protected]. We may need information to verify your identity and match the request to the correct records before completing it.

10. Notice at collection

This section describes the personal information Swell collects through common website forms at or before collection. We use each category only for the purposes stated below, disclose it to service providers that help perform those purposes, and retain it only as long as reasonably necessary for the request, customer relationship, security, legal obligations, and the schedules in the Data retention section.

Availability, waitlist, contact, and quote requests: We collect identifiers and contact information, service-address information, business details, and the message or request you submit. We use it to check availability, measure service demand, respond to you, prepare a quote, provide requested support, and follow up on the request. We retain it while the request or availability watch is active and for the reasonably necessary follow-up, security, and recordkeeping period described below.

Sale or sharing and your choices: Swell does not sell any category named above for money or other valuable consideration. Limited contact or conversion information named above may be disclosed to advertising or attribution providers in ways California may define as sharing, but only when your choices permit. The remaining categories named above are not sold or shared for cross-context behavioral advertising. Separately collected website identifiers and activity may also be shared for advertising or attribution when your choices permit. You can opt out through Your Privacy Choices. Read this Privacy Policy for additional category, source, retention, and rights details, or use the privacy-rights request form.

Plan recommendations: We collect your quiz answers, optional first name, email address, and any service-location information you provide to calculate and show a recommendation, save the result, measure demand, and follow up if requested. We retain the lead and recommendation record for the reasonably necessary follow-up, security, and recordkeeping period.

Reviews and feedback: We collect your rating, review text, optional first name, and city to evaluate the feedback, improve our services, and publish the review when appropriate. We retain submitted reviews and moderation records while they remain useful for those purposes or until deletion is appropriate under our retention criteria.

Signup and checkout: We collect your name, contact information, service and billing addresses, Google Place ID and map coordinates for the service address, selected services, order details, account credentials, and payment tokens or limited payment-method details. We use them to locate and normalize the service address, verify availability and identity, prepare and fulfill the order, create and service your account, authenticate sign-in, process billing, coordinate installation, send service updates, prevent fraud, and provide support. We retain these categories during the customer relationship and afterward according to the account, usage, billing, security, and legal schedules described below.

Account access and recovery: We collect your email address, authentication credential or one-time link or code, and limited device, session, and security context. We and our authentication providers use these categories to verify identity, sign you in, recover or activate the account, link the correct checkout or customer session, prevent fraud, and maintain security records. We retain account and authentication records during the account relationship and retain limited security and access logs for the reasonably necessary security and legal period described below.

Sale or sharing and your choices: We do not sell any category named above for money or other valuable consideration, and we do not share it for cross-context behavioral advertising. You can opt out through Your Privacy Choices. Read this Privacy Policy for additional category, source, retention, and rights details, or use the privacy-rights request form.

Text and email alerts: We collect your optional first name, email address, mobile number, text-alert choice and disclosure version, and limited request context such as IP address and browser user agent. We use these categories to save your service interest, record and honor your communication choice, deliver alerts you request, prevent abuse, and maintain compliance evidence. We retain active subscription records while you receive alerts and retain opt-out, suppression, security, and consent evidence for the reasonably necessary legal and recordkeeping period described below.

Mobile signup and carrier transfer: We collect your name, contact information, service and billing addresses, selected plan, device and line identifiers, and any carrier-transfer account information you submit. We use these categories to verify eligibility and identity, prepare and fulfill the mobile order, activate or transfer service, coordinate with the current carrier, process billing, prevent fraud, send service updates, and provide support. We retain them during the customer relationship and afterward according to the account, billing, security, and legal schedules described below.

Privacy-rights requests: We collect your name, email address, relationship to Swell, request type, declaration, and optional details to verify, process, document, and respond to the request. We retain these records only as long as reasonably necessary to complete the request, demonstrate compliance, prevent fraud, and meet legal obligations.

Direct-mail and personalized-link attribution: When you scan a Swell direct-mail QR code or open a personalized campaign link, we collect the campaign and creative variant identifiers encoded in the link, an address identifier or address hash associated with the mailed household when present, and limited request information such as IP address, browser user agent, and referring URL. We use these categories to record the scan, measure campaign performance, connect later activity or signup to the mailed campaign, prevent abuse, and improve campaign operations. The redirect sets a 30-day, server-only attribution cookie that carries the campaign context through the signup funnel. We retain scan, attribution, security, and campaign-measurement records for the reasonably necessary operational, audit, and legal period described in this policy.

11. Cookies, analytics, and online advertising

This section describes tracking on our website. The Swell app does not use the website cookie preference center; its optional PostHog and Datadog choices are managed in Account > Privacy & Data as described in Section 3.

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.

A direct-mail QR scan can set a cookie named dm_attribution for 30 days. It is HTTP-only, so website scripts cannot read it, and it carries the campaign, variant, and available address identifier through a later signup or checkout. The scan itself may also record the request and campaign information described in the Direct-mail and personalized-link attribution notice above.

When your marketing choice permits and 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. 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 manage your choices any time through Your Privacy Choices, 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. We also honor the Global Privacy Control and Do Not Track browser signals. Disabling certain cookies may limit some website functionality.

12. 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.

13. Text messaging (SMS)

Program description: If you provide your mobile phone number and consent, Swell may send you text messages (SMS/MMS) about your account, billing and payments, service and outage status, installation and appointments, support tickets, and account security (such as one-time passcodes). Where you have separately opted in, we may also send marketing messages such as service-availability follow-ups, promotions, and surveys.

We do not share your mobile information: We do not sell or share your mobile phone number or your SMS opt-in (consent) information with third parties or affiliates for their own marketing or promotional purposes. Mobile opt-in data is shared only with the service providers needed to deliver the messages you have requested, such as our messaging platform and telecommunications carriers.

Message frequency and rates: Message frequency varies based on your account activity and the message types you have enabled. Message and data rates may apply, depending on your mobile carrier and plan.

Help and opt-out: You can opt out of text messages at any time by replying STOP to any message; reply HELP for help, or contact us at 1-270-447-9355. You can also manage which messages you receive in your account's communication preferences. Opting out of text messages will not affect your internet service. Carriers are not liable for delayed or undelivered messages.

14. 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.

15. 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]
Toll-free privacy rights: 1-844-793-5521 (1-8-HI-SWELL-21)
Address: 32 Mercer St 3rd Floor, New York, NY 10013

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

Privacy policy