Privacy Policy

CROWSNEST BROADBAND PRIVACY POLICY

Effective Date: September 2026 • Version: 4.1

Version 4.1 amends Approved Version 4.0 by adding Section 3A (Legal Process and Disclosure of Information) at Crowsnest’s request. No other provision was changed.

This Privacy Policy explains how Crowsnest Broadband LLC (“Crowsnest,” “we,” “us,” or “our”) collects, uses, discloses, retains, and protects information in connection with our websites, broadband Internet access, phone/VoIP offerings, customer support, installation, billing, and related services.

This policy is intended to describe Crowsnest’s practices; it does not waive or limit privacy rights that apply under federal or state law.

1. Information We Collect

Information you provide

We may collect your name, service and billing addresses, email address, telephone number, account identifiers, service selections, installation information, support communications, payment-related information, and other information you choose to provide.

Service and network information

We may collect information reasonably necessary to provision, operate, secure, troubleshoot, bill for, and improve the Service, such as assigned IP addresses, equipment identifiers, device or router information, connection status, network performance measurements, usage volumes, timestamps, diagnostic data, and security or abuse indicators.

Crowsnest does not represent that it routinely inspects the content of customers’ Internet communications. Network operation can, however, expose routing, addressing, domain, protocol, security, or other technical metadata, and Crowsnest may inspect or preserve traffic or content when reasonably necessary to provide requested support, investigate abuse or security incidents, comply with law, or protect customers and the network.

Website information

When you use our website, we may collect IP address, browser/device information, pages or features used, referral information, cookies or similar identifiers, and form submissions. Analytics, advertising, chat, mapping, payment, scheduling, or other third-party tools may collect information when those tools are enabled. Crowsnest will maintain website disclosures and consent mechanisms appropriate to the tools actually deployed.

Installation documentation

Crowsnest may create photographs, videos, diagrams, notes, GPS/location records, signal or optical measurements, equipment records, and other documentation of surveys, installations, repairs, and service locations. This may include images of mounting locations, penetrations, cable or fiber routes, equipment, exterior areas, and completed work.

Phone/VoIP information

If you use a Crowsnest-provided phone or interconnected VoIP service, Crowsnest and its providers may process call-related records and other customer proprietary network information (“CPNI”) as necessary to provide and support the service. CPNI is handled subject to applicable federal requirements.

2. How We Use Information

• qualify locations and provide, install, activate, maintain, troubleshoot, and improve services;
• create and administer customer accounts, orders, appointments, work orders, and support cases;
• bill customers, process payments, collect amounts due, and prevent fraud;
• operate, monitor, secure, and optimize our networks and systems;
• communicate about service, outages, appointments, account matters, policy changes, and support;
• document installation condition, workmanship, equipment placement, and customer-authorized work;
• investigate abuse, security incidents, complaints, claims, disputes, or violations of our policies;
• comply with legal obligations and lawful process; and
• conduct ordinary business administration, auditing, quality control, training, insurance, and legal defense.

3. How We Share Information

Crowsnest may disclose information to employees, contractors, vendors, payment processors, software and cloud providers, communications carriers, installation partners, professional advisers, insurers, and other service providers that need the information to perform services for Crowsnest or the customer.

We may disclose information when we reasonably believe disclosure is required by law, subpoena, court order, regulatory requirement, emergency process, or other lawful authority; to investigate fraud, abuse, or security threats; or to protect Crowsnest, our customers, employees, network, property, or third parties.

We may transfer information in connection with a merger, financing, reorganization, sale of assets, acquisition, or similar business transaction, subject to applicable law.

3A. Legal Process and Disclosure of Information

Crowsnest may disclose customer information when required or permitted by applicable law or valid legal process, which may include subpoenas, court orders, warrants, lawful governmental or regulatory requests, and other legally sufficient process.

Crowsnest evaluates requests for customer information and may require appropriate legal process before disclosing information. A request is not, by itself, legal process. The process required can depend on the information requested, who is requesting it, and the law that applies. For example, federal law treats the contents of communications differently from subscriber and account records, and applies additional protections to certain phone/VoIP information (CPNI).

Crowsnest seeks to disclose only information reasonably responsive to the applicable legal process, subject to applicable law.

Emergencies

Where applicable law permits, Crowsnest may disclose information to a governmental entity without legal process if Crowsnest believes in good faith that an emergency involving danger of death or serious physical injury to any person requires disclosure without delay. Emergency calls placed using Crowsnest phone/VoIP service may also provide location and call information to emergency services.

Customer notification

Where legally permitted and appropriate, Crowsnest may notify an affected customer of a request for the customer’s information. Crowsnest may be prohibited from providing notice in certain circumstances, such as when a court order or applicable law prohibits it, and may determine in other circumstances that notice is not appropriate.

Preservation

Crowsnest may preserve information when legally required to do so, including upon receipt of a preservation request made under applicable law or other appropriate legal process. Preserving information does not by itself authorize or result in its disclosure. Preservation and disclosure are separate: disclosure of preserved information requires legal process or another basis required or permitted by applicable law.

Copyright-related requests

Crowsnest may receive copyright notices and requests to identify the account holder associated with alleged infringement. A copyright notice is not legal process, and Crowsnest does not treat a notice by itself as a basis for disclosing a customer’s identity to the person who sent it.

Several federal courts of appeals have held that the subpoena procedure in 17 U.S.C. § 512(h) does not apply to a service provider acting only as a conduit that provides Internet access. Whether that procedure applies can depend on the service involved and the circumstances. Copyright owners may instead seek customer identity through other legal process, such as a subpoena issued in a lawsuit. Crowsnest responds to legal process as required by applicable law and, where legally permitted and appropriate, may notify the affected customer before responding.

4. Marketing and Advertising

Crowsnest may use contact information to communicate about Crowsnest services where permitted by law. You may opt out of non-service marketing communications using the method provided in the message or by contacting us. Service, billing, security, legal, and account communications are not marketing and may still be sent.

If the website uses third-party advertising or analytics technologies, Crowsnest will disclose those tools and provide choices required by applicable law. This draft does not assume that every tool named in Crowsnest’s historical 2024 policy remains in use.

5. Payment Information

Payment card or bank information may be processed by Crowsnest and/or payment processors. Crowsnest seeks to limit collection and retention of full payment credentials to what is reasonably necessary for billing and payment operations and applicable legal or contractual requirements.

6. Data Security

Crowsnest uses reasonable administrative, technical, and physical safeguards appropriate to the nature of the information and our operations. No network, system, transmission, or storage method can be guaranteed completely secure.

Crowsnest will respond to qualifying security incidents and provide notifications as required by applicable federal and state law.

7. Data Retention

Crowsnest retains information for as long as reasonably necessary for service delivery, billing and collections, network operations, installation and asset records, security, dispute resolution, legal and regulatory obligations, insurance, tax and accounting requirements, and legitimate business needs. Different categories may have different retention periods.

Installation photographs and related records may be retained for an extended period because they can document property condition, equipment ownership and placement, customer authorization, workmanship, maintenance history, and later claims.

8. Customer Choices and Access

You may contact Crowsnest to request correction of account contact information or to ask questions about privacy practices. Crowsnest may need to verify identity before providing account-specific information or making sensitive changes.

Additional rights may apply depending on the type of service, information, and applicable law. Nothing in this policy limits those rights.

9. Children

Crowsnest’s website and services are not directed to children under 13, and Crowsnest does not knowingly collect personal information online from children under 13 for purposes prohibited by applicable law. Residential service accounts must be established by an adult.

10. Third-Party Sites and Services

Crowsnest websites or communications may link to third-party websites or services. Their privacy practices are governed by their own policies. Crowsnest is not responsible for third-party privacy practices merely because a link is provided.

11. Changes to This Policy

Crowsnest may update this Privacy Policy as practices, technology, or legal requirements change. The current version and effective date will be posted on the website. Material changes will be communicated as required by applicable law.

12. Contact

Crowsnest Broadband LLC
Altoona, Pennsylvania
Email: info@crowsnestbb.net
Website: crowsnestbb.net

Crowsnest Broadband LLC • Version 4.1 (amends Approved Version 4.0) • Effective September 2026