Legal

Privacy Policy

How Prayag Broadband Pvt. Ltd. collects, uses, and protects your information.

Last updated: April 2026  ·  Effective from: April 2026

This Privacy Policy describes how Prayag Broadband Pvt. Ltd. (CIN: U74999UP2017PTC097356), registered at Plot No. 281, Chakbabura Alimabad, Triveni Nagar, Naini, Prayagraj – 211010, Uttar Pradesh, India ("PBPL", "we", "us", or "our") collects, uses, stores, and discloses information about you when you use our internet services, visit our website (prayagbroadband.com), or contact us.

By subscribing to our services or using our website, you agree to the practices described in this Policy. If you do not agree, please discontinue use of our services and contact us to close your account.

1. Information We Collect

1.1 Information you provide to us

  • Identity & contact details: Name, address, PIN code, phone number, email address
  • Know Your Customer (KYC) documents: Government-issued ID proof, address proof (Aadhaar, PAN, Passport, Voter ID, etc.) as required under TRAI and DoT regulations
  • Customer Application Form (CAF) data: Service address, installation details, plan selection
  • Payment information: Bank account details for ECS/NACH mandates, UPI IDs, or cheque details (we do not store full card numbers)
  • Communications: WhatsApp messages, emails, or phone calls when you contact our support team

1.2 Information collected automatically

  • Network usage data: Volume of data transferred, session timestamps, IP addresses assigned, and protocol-level logs — retained as required by law
  • Device information: MAC address of your router/CPE for authentication and network management purposes
  • Website data: Pages visited, browser type, referring URL, and approximate location (city-level) via standard web server logs

2. How We Use Your Information

  • To provide, activate, and manage your broadband connection
  • To fulfil obligations under the Information Technology Act, 2000, TRAI regulations, and DoT licensing conditions — including lawful interception when required by government authorities
  • To verify your identity during onboarding (KYC compliance)
  • To process billing, payments, and send invoices or receipts
  • To contact you about service outages, maintenance windows, plan changes, or renewal reminders
  • To respond to your support queries and complaints
  • To prevent fraud, misuse of network, or illegal activities (including as described in our Terms & Conditions)
  • To improve our network infrastructure and service quality
  • To send occasional service-related marketing communications (you may opt out at any time)

3. Legal Basis for Processing

We process your personal data on the following grounds:

  • Contractual necessity: To deliver the internet services you have subscribed to
  • Legal obligation: To comply with TRAI regulations, DoT licence conditions, IT Act 2000, and other applicable Indian laws including lawful interception requirements
  • Legitimate interests: Network security, fraud prevention, and service improvement
  • Consent: For optional marketing communications

4. Sharing Your Information

We do not sell your personal information. We may share it with:

  • Government & law enforcement: When required by law, court order, or lawful interception directive issued under Indian law
  • TRAI / DoT / CERT-In: As required for licence compliance and cybersecurity incident reporting
  • Payment processors & banks: For processing payments and ECS/NACH mandates
  • Network infrastructure partners: Upstream bandwidth providers and OFC vendors who provide services to us (under confidentiality obligations)
  • Arbitration / dispute resolution: As required under our Terms & Conditions arbitration clause

We require all third parties to maintain appropriate security standards for your data.

5. Data Retention

  • KYC and CAF records: Retained for a minimum of 3 years after service termination (as required by DoT)
  • Network/traffic logs: Retained as mandated by applicable law (currently 1 year for ISPs under Indian regulations)
  • Billing records: Retained for 7 years for financial and audit purposes
  • Support communications: Retained for 2 years or duration of active subscription, whichever is longer

6. Data Security

We implement reasonable physical, administrative, and technical safeguards to protect your data, including:

  • Restricted access to customer records on a need-to-know basis
  • Secure storage of KYC documents
  • Network-level security controls on our ISP infrastructure

No method of transmission or storage is 100% secure. If we become aware of a data breach that affects your rights, we will notify you and relevant authorities as required by law.

7. Your Rights

You have the right to:

  • Access: Request a copy of the personal data we hold about you
  • Correction: Request correction of inaccurate or incomplete information
  • Deletion: Request deletion of your data where we are not required to retain it by law
  • Objection: Object to processing for marketing purposes
  • Portability: Receive your data in a structured, machine-readable format where technically feasible

To exercise any of these rights, please contact our Grievance Officer (see Section 10).

8. Cookies & Website Analytics

Our website uses only essential first-party cookies required for basic functionality (e.g., session management). We do not currently use third-party advertising or tracking cookies. Standard web server logs are retained for up to 90 days for security analysis.

9. Children's Privacy

Our services are not directed at children under 18 years of age. Broadband subscriptions must be taken by an adult (18+) who submits valid KYC documents. We do not knowingly collect personal information from minors.

10. Grievance Officer

In accordance with the Information Technology Act, 2000 and applicable rules, we have appointed a Grievance Officer to address privacy-related complaints:

  • Name: Annu Mishra
  • Designation: Grievance Officer, Prayag Broadband Pvt. Ltd.
  • Email: support@prayagbroadband.com
  • Address: Plot No. 281, Chakbabura Alimabad, Triveni Nagar, Naini, Prayagraj – 211010, UP
  • Hours: Mon–Sat, 10:00 AM – 8:00 PM IST

Complaints will be acknowledged within 48 hours and resolved within 30 days wherever possible.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or applicable law. When we make material changes, we will update the "Last updated" date at the top of this page and, where appropriate, notify you by email or a notice on our website. Continued use of our services after any changes constitutes acceptance of the updated Policy.

12. Contact Us

For any questions, requests, or concerns about this Privacy Policy or how we handle your data:

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