Privacy policy.

The basics

Netcrawler Inc. (“we,” “us,” “Netcrawler”) is an independent third-party internet service provider operating in Ontario, Canada, with offices at 500-7030 Woodbine Avenue, Markham, ON L3R 6G2.

This policy applies to all personal information we collect when you visit our website, place an order, use our internet service, or contact our team. It complies with the federal Personal Information Protection and Electronic Documents Act (PIPEDA).

About consent

We ask for your consent before collecting, using, or sharing your personal information. Consent can be express (when you sign up or agree to our terms), implied (when you use our service in a way that reasonably suggests you’re okay with it), or given through an authorized representative.

You can withdraw your consent at any time with reasonable notice — though some withdrawals, like refusing to share your address, make it impossible for us to deliver service.

What we collect

We only collect what we genuinely need to deliver and bill for your service.

3.1 Account information

Your name, service and billing addresses, phone number, and email. We may ask for a date of birth if we need to verify your identity.

3.2 Payment information

We don’t store your full credit card number. Payments are handled by a PCI-DSS compliant gateway and a Canadian merchant processor. We see only the last four digits, the card type, and the expiry.

3.3 Service and technical information

The plan you’re on, your activation date, the equipment we’ve assigned, and the technical signals we need to keep it running — modem identifiers, assigned IP addresses, signal levels, and aggregate data usage. We don’t monitor what you do online.

3.4 Communications with our team

Phone notes, chat transcripts, and email threads, so we can pick up where we left off and improve our service.

Why we collect it

Every piece of information we collect is tied to a specific purpose:

• To set up, run, and support your account
• To activate, maintain, and troubleshoot your internet service
• To process payments and handle billing
• To meet our regulatory obligations under the CRTC and Canadian law
• To improve our service, our website, and our customer experience
• To send you account notices — outages, plan changes, billing updates
• To send optional marketing, only if you’ve opted in (and you can opt out any time)

Who we share it with

5.1 Service providers

To deliver internet service we work with a small group of vetted partners — payment processors, the underlying network carriers that own the physical infrastructure, shipping and logistics providers, our customer and billing platforms, and analytics tools. Each only sees what’s needed for their part of the job, under a written agreement that requires safeguards equivalent to our own. Categories are listed in Appendix A.

5.2 Aggregated data and business transfers

We may share aggregated, non-identifying data with business partners or in regulatory filings. If Netcrawler is ever sold, merged, or restructured, customer information may transfer to the new entity, bound by the same privacy commitments we make here.

Sharing without consent

PIPEDA allows — and sometimes requires — disclosure without consent in specific situations. We may share your information without your consent when:

• A law, court order, or subpoena requires it
• There’s an emergency that threatens someone’s life, health, or safety
• The information is already publicly available
• We’re seeking legal advice or defending a claim
• We’re collecting on an unpaid balance or investigating fraud

When we can tell you about a disclosure like this, we will.

Cookies and tracking

Cookies are small files stored in your browser when you visit a website. We use them to keep you signed in to the customer portal, remember preferences (like the address you checked availability for), measure how the site is performing, and show relevant ads on other sites you visit.

You can configure your browser to block cookies or warn you before accepting them — some parts of our site may not work as expected if cookies are off. To manage interest-based advertising directly:

• Google Display Network ads — Google Ads Settings
• Meta interest-based ads — Facebook Ads Settings

Security and retention

8.1 How we keep it safe

We protect your information with encryption in transit, restricted internal access, vetted cloud providers, staff training, and secure deletion of records — both digital and physical — when they’re no longer needed. No system is bulletproof, but we treat your information like it’s our own.

8.2 How long we keep it

We hold on to your information only as long as we have a legitimate reason to. Billing records are kept for at least seven years after cancellation to satisfy CRA and CRTC requirements. Marketing data is removed when you opt out. Support records are kept for a reasonable period to handle follow-ups and audits. After that, information is deleted or anonymized.

Your privacy rights

Under PIPEDA, you have the right to know what personal information we have about you, access a copy of it, correct it if it’s wrong, withdraw your consent, and complain if you think we’ve handled your information improperly.

To make a request, email our Privacy Officer at privacy@netcrawler.ca. We’ll respond within 30 days. If we can’t resolve a concern, you can take it to the Office of the Privacy Commissioner of Canada at priv.gc.ca or 1-800-282-1376.

Other things to know

10.1 Children’s privacy

Our service is intended for adults, and we don’t knowingly collect personal information from anyone under 18. If you’re a parent or guardian and you believe a minor in your household has shared information with us, contact our Privacy Officer and we’ll remove it.

10.2 Updates to this policy

We may update this policy from time to time — to reflect new tools, regulatory changes, or to make something clearer. The new version takes effect once posted, and the “Updated” date at the top reflects the most recent change. If we make a material change to how we handle your information, we’ll let active customers know by email.

Contact our Privacy Officer

For any privacy question, request, or concern:

Privacy Officer, Netcrawler Inc.

500-7030 Woodbine Avenue, Markham, ON L3R 6G2

Email: privacy@netcrawler.ca

General support: support@netcrawler.ca

Office of the Privacy Commissioner of Canada

priv.gc.ca · 1-800-282-1376

Appendix A — Categories of service providers

We don’t list partners by name — relationships change, and disclosing them publicly doesn’t add to your privacy protection. What matters is the category of work, what we share, and the safeguards in place.