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.
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
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
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.
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 (California, Virginia, Colorado, etc.) may have additional privacy rights under applicable state laws. Please contact us to learn more about exercising these rights.
9. 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.
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 manage your cookie choices any time at our cookie preference center, 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.
10. 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.
11. 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.
12. 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.
13. 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.