Privacy Policy

Information We Collect

XG Internet may collect:

• Name, address, photograph, and signature
• Mobile number and email address
• Identity and address-verification documents
• Installation and billing address
• Customer ID and account details
• Customer Order Form and Tariff Selection Sheet
• Business or organisational documents
• Plan, recharge, invoice, and payment information
• Transaction reference and payment status
• Equipment and device information
• IP address and MAC address
• Login, authentication, and session records
• Download and upload usage
• Complaint and support history
• Calls, emails, messages, and support communications
• Browser, website, cookie, and device information
• Other information required for service delivery or legal compliance

How We Use Information

Personal information may be used to:

• Process service applications
• Complete KYC and identity verification
• Confirm technical feasibility
• Install, activate, manage, and terminate services
• Generate invoices and process payments
• Provide customer and technical support
• Resolve complaints
• Manage company-owned equipment
• Monitor network quality and performance
• Detect fraud, cybercrime, misuse, and unlawful activity
• Maintain network and account security
• Send payment reminders, service alerts, and maintenance notices
• Communicate plans and offers where legally permitted
• Conduct audits, analytics, and service improvements
• Comply with legal, regulatory, and licensing requirements
• Recover unpaid charges or company-owned equipment
• Establish, exercise, or defend legal claims

KYC and Document Verification

Customers must provide genuine, accurate, complete, and valid information.

XG Internet may verify submitted information directly or through authorised service providers, verification agencies, billing platforms, network partners, or competent authorities.

Fake, forged, altered, stolen, or misleading documents may result in rejection or termination of service and legal action.

Network and Usage Information

During the provision of internet services, XG Internet may process and retain technical information such as:

• Session start and end time
• Data usage measured in bytes
• Download and upload usage
• Assigned IP address
• MAC address
• Authentication records
• Connection status
• Network and security logs
• Equipment identifiers
• Service-performance information

This information may be used for billing, network management, troubleshooting, security, fraud prevention, and legal or regulatory compliance.

Billing and Payment Information

Customer information may be processed through authorised billing platforms, payment gateways, banks, UPI providers, customer-management systems, and other service providers.

XG Internet may receive the transaction amount, date, reference number, payment method, and payment status.

Customers must never share passwords, OTPs, UPI PINs, card PINs, or confidential authentication details with XG Internet employees, representatives, or any other person.

Third-Party Service Providers

XG Internet may engage authorised third parties for:

• Billing and payment processing
• Customer management
• KYC verification
• Installation and technical support
• Cloud hosting and data storage
• Communication services
• Network monitoring and security
• Legal, accounting, auditing, and professional services

Such parties may process information only to the extent necessary to perform their authorised functions and are expected to maintain appropriate confidentiality and security safeguards.

Sharing and Disclosure

Personal information may be shared with:

• Authorised employees and representatives
• Local Cable Operators, distributors, franchisees, and installation partners
• Billing, payment, and KYC service providers
• Cloud, hosting, software, and communication providers
• Network and infrastructure partners
• Auditors, consultants, legal advisers, and insurers
• Police, courts, regulators, government departments, and competent authorities
• A successor entity in connection with a merger, restructuring, acquisition, or transfer of business

XG Internet does not publicly disclose or sell customer personal information for unrelated purposes.

Legal and Regulatory Disclosure

XG Internet may access, preserve, monitor, or disclose customer information when required to:

• Comply with applicable laws and licence conditions
• Respond to a lawful government, court, or regulatory request
• Assist an authorised investigation
• Prevent fraud, cybercrime, or network abuse
• Protect public safety and network integrity
• Enforce the Terms and Conditions
• Protect the rights and property of XG Internet and its customers

Customer Communications

Calls, emails, messages, support tickets, and other customer communications may be recorded, reviewed, and retained for customer support, training, quality assurance, security, dispute resolution, fraud prevention, and legal compliance.

Such communications will be accessed only by authorised personnel or service providers with a legitimate operational or legal requirement.

Cookies

The website may use cookies and similar technologies to:

• Provide website functionality
• Remember user preferences
• Analyse performance and visitor interaction
• Improve customer experience
• Maintain security
• Prevent fraudulent activity
• Measure campaign performance

Users may manage cookies through their browser settings. Disabling cookies may affect certain website features.

Marketing Communications

XG Internet may send information about plans, offers, and services where legally permitted.

Customers may opt out of promotional communications through the available unsubscribe process or by contacting customer support. Essential messages relating to service, payment, maintenance, security, or account administration may still be sent.

Data Security

XG Internet uses reasonable administrative, technical, physical, and organisational safeguards to protect personal information from unauthorised access, disclosure, alteration, misuse, loss, or destruction.

Security measures may include:

• Access controls
• Authentication and password protection
• Network-security controls
• Monitoring and logging
• Secure billing systems
• Data backups
• Restricted employee and vendor access
• Confidentiality obligations
• Incident-response procedures

No website, network, database, or electronic transmission can be guaranteed to be completely secure. Customers are responsible for protecting their account credentials, devices, and Wi-Fi passwords.

Data Retention

XG Internet may retain personal, billing, KYC, network, and communication records for as long as required to:

• Provide and manage services
• Maintain subscriber and transaction records
• Comply with legal, tax, licensing, and regulatory obligations
• Prevent fraud and network abuse
• Resolve complaints and disputes
• Recover outstanding charges or equipment
• Assist lawful investigations
• Enforce company policies
• Establish or defend legal claims

Information relating to closed accounts may continue to be retained where required or permitted under applicable Indian law.

Customer Rights

Subject to applicable law and identity verification, customers may request:

• Access to information about their account
• Correction of inaccurate information
• Updating of outdated information
• Withdrawal of consent where processing is based on consent
• Deletion of information where legally permissible
• Grievance redressal relating to personal information

Certain information cannot be deleted if its retention is required for telecom licensing, billing, taxation, security, legal proceedings, fraud prevention, or compliance with a lawful direction.

Children’s Information

Where a connection is obtained for or used by a minor, the application and consent must be provided by a parent or legal guardian.

Third-Party Websites and Services

The XG Internet website may contain links to payment gateways, OTT services, IPTV platforms, applications, or other third-party websites.

XG Internet is not responsible for the privacy practices, content, security, or availability of third-party platforms. Customers should review their respective privacy policies before using them.

Data Breach and Security Incidents

If a personal-data breach or security incident occurs, XG Internet may take appropriate measures to investigate, contain, and mitigate the incident.

Affected customers and competent authorities will be notified where required under applicable law.

Policy Updates

XG Internet may update this Privacy Policy due to changes in technology, services, operations, regulations, or applicable laws.

The revised policy will be published on www.xtremefiber.in with its updated effective date.

Contact and Grievance Redressal

For privacy-related concerns, correction requests, or complaints, customers may contact:

XG Internet Private Limited

Website: www.xtremefiber.in

Customer Care: 7800011166

Email: support@xtremefiber.in

Registered Office: 115/618 Shiv Nagar Maswanpur Rawatpur Kanpur 208019-UP

Grievance Officer: Amrat Singh Chandel

All privacy-related requests will be processed after appropriate customer and account verification.