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Privacy Policy

Last Revised: September 10, 2024

Twist Broadband (“Twist Broadband,” “we,” or “us”) respects your privacy. This Privacy Policy describes the types of information we may collect from you when you visit twistbroadband.com (the “Site”) or access/use the services related to the actual delivery of broadband service to your home or business (the “ISP Services”) provided by Sail Internet Inc. (“Sail”). This Privacy Policy describes (i) how we use the information we collect, (ii) with whom we share it, (iii) how we protect it, and (iv) the choices we offer you regarding our collection and use of such information. We are constantly working to improve our administrative, technical, and physical safeguards to protect your personal information. If you do not agree with this Privacy Policy, do not access, or use any part of the Site or the ISP Services.

1. Information We Collect

The Site. When you access or visit the Site, we may collect the following information:

We may collect personal information about you when you access or visit the Site, meaning information that can uniquely identify you, from various sources, such as:

  • Directly from you when you use the Site, such as when you register for an account, check your address for serviceability on our website, access certain features or content, or contact us;
  • Social networks through which you may interact with us; and
  • Our service providers, business partners, and other third parties that we engage to provide you the Site.

The personal information we collect about you when you access or visit the Site may include, without limitation:

  • Contact information, such as name, postal address, email address, and phone number;
  • Login information, such as username and password;
  • Payment and financial details, such as date of payment, payment method, name, and price. We use a third-party payment processing service to process all payments on our behalf.

Automatic Collection. When you use the Site, we may also collect certain information by automated means, such as cookies. A “cookie” is a text file that websites send to a visitor’s computer or other Internet-connected device to uniquely identify the visitor’s browser or to store information or settings in the browser. We may also use third-party analytics tools (such as Google Analytics, Facebook, and Postie) that collect information about use of the Site and user traffic. The information we collect by automated means may include, without limitation: information about the devices you use to access the Site (such as the IP address and the type of the device, operating system, and web browser); dates, times, and duration of use of the Site (including whether you are a repeat or first time visitor); and information on actions taken when using the Site (such as page views and website navigation patterns).

Statistical Information. The information we collect automatically is statistical data and does not include personal information. It helps us to improve and personalize our Site, including by enabling us to identify and authenticate users.

The ISP Services.When you access or use the ISP Services, we may collect the following information:

We may collect personal information about you when you access or use the Services, meaning information that can uniquely identify you, from various sources, such as:

  • Directly from you when you use the ISP Services, such as when you register for an account, access certain features or content, or contact us;
  • Our service providers, business partners, and other third parties that we engage to provide you the ISP Services.

The personal information we collect about you when you access or use the ISP Services may include, without limitation:

  • Contact information, such as name, postal address, email address, and phone number;
  • Login information, such as username and password;
  • Payment and financial details, such as date of payment, payment method, name, and price. We use a third-party payment processing service to process all payments on our behalf;
  • Information necessary for the provision of the ISP Services, such as the IP address assigned to you or the MAC address of your home router as well as external pictures of your home during the installation ISP Services;
  • Aggregate usage levels over time;
  • Any information you communicate to us, such as information provided to us when you submit a tech support ticket.

2. How We Respond to “Do Not Track” Signals. A do not track signal (“DNT”) prevents web applications from tracking you; you can learn more about DNT at https://allaboutdnt.com.

Your web browser may let you choose your preference as to whether you want to allow the collection of information about your online activities over time and across different websites or online services. At this time, the Site may not respond to the preferences you may have set in your web browser regarding such collection of your information, and the Site may continue to collect information in the manner described in this Privacy Policy.

3. How We Use the Information We Collect

The Site. We may use the information we obtain about you when you access or visit the Site for the following reasons:

  • We use your street address to determine if Sail can provide the ISP Services to your location. If Sail cannot provide the ISP Services to your location, we use your address to help choose neighborhoods where the ISP Services will be offered in the future.
  • We use your phone number and street and email addresses to keep you informed regarding plans to offer the ISP Services, and to notify you when the ISP Services become available in your area. We offer opt-out mechanisms in case you no longer want to be contacted by us.
  • We may use your payment and financial information to confirm payment for the ISP Services.
  • We use your name and email address for our referral program.
  • We use your information to process orders you place and complete other transactions you have requested using the Site, and provide you with products, information, and services you request.
  • We use your information to respond to your questions and comments and provide customer support.
  • We use your information for other necessary or essential purposes including complying with applicable law and legal processes, detecting, and investigating security events, facilitating functionality to our Site, enforcing our Terms of Use (https://twistbroadband.com/terms-of-use), protecting our rights, and pursing available remedies for damages we obtain.
  • We also may use the information we obtain about you in other ways for which we provide specific notice at the time of collection.

The ISP Services. We may use the information we obtain about you when you access or use the ISP Services for the following reasons:

  • We may use your payment and financial information to confirm payment for the ISP Services.
  • We use your name and email address for our referral program.
  • We use your aggregate usage information for ISP Services network management and customer support.
  • We use your information to process orders you place and complete other transactions you have requested using the ISP Services, and provide you with products, information, and services you request.
  • We use your information to respond to your questions and comments and provide customer support.
  • We use your information for other necessary or essential purposes including complying with applicable law and legal processes, detecting, and investigating security events, facilitating functionality to the ISP Services, enforcing our Terms of Use (https://twistbroadband.com/terms-of-use), protecting our rights, and pursing available remedies for damages we obtain.
  • We also may use the information we obtain about you in other ways for which we provide specific notice at the time of collection.

4. Disclosure of Information

We may share aggregated non-personally identifiable information publicly (and with our partners) to show trends about the general level of demand for our services. We may disclose personal information about you:

  • To our parent company, affiliates, subsidiaries, contractors, service providers, and other third parties we use to support our business and who have been instructed to use this information only for the purposes for which we disclose it to them;
  • To comply with any court order, law, or legal process, including to respond to any government or regulatory request;
  • To enforce or apply our Terms of Use and other agreements;
  • If we believe disclosure is necessary or appropriate to protect the rights, property, or safety of Twist Broadband, users of the Site and/or ISP Services, or others; and with your consent.

We also reserve the right to transfer your personal information to a buyer or other transferee in the event of a merger, divestiture, restructuring, reorganization, dissolution, sale, or other transfer of some or all of our assets, equity or similar transaction. Should such a sale, merger, or transfer occur, we will use reasonable efforts to direct the transferee to use your personal information in a manner that is consistent with our Privacy Policy.

5. Data Security

We have implemented measures intended to protect your personal information from accidental loss and from unauthorized access, use, alteration, and disclosure. Please note that the electronic transmission of information is not completely secure. We cannot guarantee that the security measures we have in place to safeguard personal information will never be defeated or fail, or that such measures will always be sufficient or effective. Any transmission of personal information is at your own risk.

6. Your Choices

We offer you the following choices about the information we collect from you and how we communicate with you:

  • Cookies. Most browsers will tell you how to stop accepting new cookies, how to be notified when you receive a new cookie, and how to disable existing cookies. Please note, however, that without cookies you may not be able to take full advantage of all of the features of the Site.
  • Promotional Communications. You may opt out of receiving promotional messages from us by following the instructions in those messages or emailing us at contact@twistbroadband.com. If you opt out, we may still send you non- promotional communications, such as those about your account, about services you have requested, or our ongoing business relations.
  • Web Analytics
    • You may opt out of the aggregation and analysis of data collected about you on our website by Google Analytics by visiting https://tools.google.com/dlpage/gaoptout.
    • To learn more about Facebook’s privacy practices, see facebook.com/policy.php; to opt-out of interest-based advertising with Facebook, see http://www.aboutads.info/choices
    • You may opt out of aggregation and analysis of data collected about you on our website by Postie by visiting https://optout.postie.com/

Third-Party Tracking. Although we do not control third parties’ collection or use of your information to serve interest-based advertising or other targeted content, a number of these third parties may provide you with ways to choose not to have your information collected or used in this way. You can opt out of receiving targeted advertisements from members of the Network Advertising Initiative by visiting www.networkadvertising.org/choices.

7. Accessing and Changing Your Information

You can review and change the personal information associated with your account by logging into your user account. You may also send us an email at contact@twistbroadband.com or call us at 844-414-8455 to request access to, correct, or delete any personal information that you have provided to us. We may not accommodate a request to change information if we believe the change would violate any law or legal requirement or cause the information to be incorrect.

8. Additional Privacy Rights

California Civil Code Section § 1798.83 permits users of our Site and/or ISP Services who are California residents to request certain information regarding our disclosure of personal information to third parties for their direct marketing purposes. To make such a request, please contact us. Additionally, residents of certain U.S. states, including California, Colorado, and Virginia, may have certain rights to access, amend, delete, or control the disclosure of their personal information. Please contact us if you would like to inquire or exercise any rights you may have.

We do not sell personal information, as defined under the California Consumer Privacy Act of 2018.

9. Children Under the Age of 13

The Site and/or ISP Services is not directed to, and we do not knowingly collect or solicit personal information from, children under the age of 13. If we learn we have collected or received personal information from a child under the age of 13, we will delete that information. If you believe we might have any information from or about a child under the age of 13, please contact us.

10. Changes to Our Privacy Policy

We reserve the right to update or change this Privacy Policy at any time. If we make a material change to our Privacy Policy, we will provide notice to you (by email and/or posting on our website) that our privacy practices have changed and will provide a link to the new policy. In the event we make a material change to how we use your personal information, we will provide you with an opportunity to opt out of such new or different use. The date this Privacy Policy was last revised is at the top of this page. We encourage you to review this Privacy Policy periodically to check for any updates or changes.

11. Retention of Personal Information

Notwithstanding anything in this Privacy Policy to the contrary, we may retain your information for as long as your account is active, as needed to provide you with the services you request on the Site, to enable Sail to provide you with the ISP Services or to fulfill the purpose for which it was collected, or as required by applicable law. We will retain and use your information as necessary to comply with our legal obligations, resolve disputes and enforce our agreements.

12. Data Transfers

We are based in the United States. When we obtain information about you, we may transfer, process, and store such information outside of the country in which you reside, including in the United States. By using the Site and/or ISP Services, you consent to the transfer to and processing and storage of your information in countries outside of your country of residence, which may have different data protection laws than those in the country where you reside.

13. Links

Our website includes links to other websites whose privacy practices may differ from those of Twist Broadband. If you submit information to any of those sites, your information is governed by the privacy policies that apply to those sites. We encourage you to carefully read the privacy policy of any website you visit.

14. Contact Us

If you have any questions about this Privacy Policy or our information practices, please call us at 844-414-8455, email us at contact@twistbroadband.com, or write to us at: 142 N Milpitas Blvd #267, Milpitas, CA 95035.