Privacy Policy

Introduction

TrueNet Broadband Private Limited ("TrueNet", "we", "us", or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our broadband services, visit our website at www.truenet.site, or interact with us through any channel.

By using our services or website, you agree to the collection and use of information in accordance with this policy. If you do not agree with the terms of this Privacy Policy, please do not use our services.

Information We Collect

1.1 Information You Provide Directly

• Full name, address, and contact details (phone number, email)
• Government-issued identity proof (Aadhaar, PAN, Passport, Voter ID, or Driving License)
• Address proof documents
• Payment information (billing details, transaction references)
• Communications you send us via phone, WhatsApp, email, or contact forms

1.2 Information Collected Automatically

• IP address assigned to your connection
• Network usage data (volume of data consumed, connection timestamps)
• Device information when you visit our website (browser type, operating system)
• Cookies and similar tracking technologies on our website

1.3 Information from Third Parties

We may receive information from payment processors, government databases (for KYC verification), and other service providers who assist us in delivering our services.

How We Use Your Information

We use the information we collect for the following purposes:

• Service Delivery: To install, activate, and manage your broadband connection
• Billing and Payments: To generate invoices, process payments, and manage accounts
• Customer Support: To respond to your queries, complaints, and service requests
• Legal Compliance: To comply with applicable laws, regulations, and government orders, including telecom regulations and KYC requirements
• Service Improvement: To analyse usage patterns and improve our network and services
• Communications: To send you service-related notifications, billing reminders, and important updates
• Security: To detect, prevent, and investigate fraud, abuse, and security incidents

Data Sharing and Disclosure

We do not sell your personal information to third parties. We may share your information in the following circumstances:

4.1 Service Providers

We share information with trusted third-party service providers who assist us in operating our business (e.g., payment processors, cloud hosting providers, SMS/email service providers). These providers are contractually obligated to protect your data.

4.2 Legal Requirements

We may disclose your information when required by law, court order, or government authority, including law enforcement agencies and telecom regulators. As an internet service provider, we are subject to lawful interception and data retention requirements under Indian law.

4.3 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred as part of the transaction. We will notify you of any such change.

Data Retention

We retain your personal information for as long as necessary to provide our services and comply with legal obligations. Specifically:

• Customer account data is retained for the duration of your subscription and for a minimum of 5 years thereafter, as required by telecom regulations
• KYC documents are retained as required by applicable law
• Network usage logs are retained for a minimum period as mandated by law
• Payment records are retained for 7 years for accounting and tax purposes

When data is no longer required, we securely delete or anonymise it.

Data Security

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction. These measures include:

• Encrypted storage of sensitive data
• Access controls limiting data access to authorised personnel only
• Regular security assessments of our systems
• Secure transmission of data over encrypted channels

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

Cookies and Tracking Technologies

Our website uses cookies and similar technologies to improve your browsing experience. Please refer to our Cookie Policy for detailed information about the types of cookies we use, their purpose, and how you can manage your cookie preferences.

Your Rights

Under applicable Indian law, you have the following rights regarding your personal information:

• Right to Access: You may request a copy of the personal information we hold about you
• Right to Correction: You may request correction of inaccurate or incomplete information
• Right to Deletion: You may request deletion of your data, subject to legal retention requirements
• Right to Withdraw Consent: Where processing is based on consent, you may withdraw it at any time
• Right to Grievance Redressal: You may raise a complaint with our Grievance Officer

To exercise any of these rights, contact us at support@truenet.site or call +91-9044818730.

Children's Privacy

Our services are not directed to individuals under the age of 18. We do not knowingly collect personal information from minors. If you believe we have inadvertently collected information from a minor, please contact us immediately and we will take steps to delete such information.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or applicable law. We will notify you of significant changes by posting the updated policy on our website with a revised effective date. Your continued use of our services after such changes constitutes your acceptance of the updated policy.