Privacy Policy

1. Who we are

This Privacy Policy applies to Hop Fiber (“Hop,” “we,” “us”), the websites we operate, and the internet and related services we provide. By using our services or websites, you agree to the practices described here.

2. Information we collect

Information you give us

• Contact and account details — name, service address, email, and phone number.
• Billing information — payment method and billing history (card data is handled by our payment processors, not stored by us).
• Communications — messages, support requests, and reports you submit to us.

Information we collect automatically

• Network and usage data needed to provide and maintain your service, such as connection performance, equipment status, and bandwidth use.
• Website data — device, browser, IP address, and pages viewed, gathered through cookies and similar technologies.

Information from others

We may receive information from service partners, credit or fraud-check providers, and address/serviceability databases used to confirm whether we can deliver service to a location.

3. How we use your information

• Provide, install, maintain, and support your service.
• Process payments, billing, and account management.
• Communicate about your service, appointments, and outages.
• Improve our network, websites, and customer experience.
• Detect, prevent, and address fraud, abuse, and security issues.
• Comply with legal and regulatory obligations.

4. Customer Proprietary Network Information (CPNI)

As a communications provider, certain information about your service — such as the type, configuration, and amount of service you use — is treated as CPNI and protected under applicable law. We use CPNI to provide and support your service and will not use or share it for unrelated marketing without the consent the law requires.

5. How we share information

We do not sell your personal information. We share it only as needed:

• Service providers who perform work on our behalf (installation, payment processing, customer support tools), under contracts that limit their use of the data.
• Legal and safety reasons — to comply with a law, legal process, or lawful government request, or to protect rights, safety, and property.
• Business transfers — in connection with a merger, acquisition, or sale of assets, with notice as required.

6. Cookies & tracking

Our websites use cookies and similar technologies to keep the site working, remember preferences, and understand how the site is used. You can control cookies through your browser settings; some features may not work without them.

7. Data retention

We keep personal information for as long as your account is active and as needed to provide service, then for the period required to meet legal, tax, accounting, and dispute-resolution obligations, after which we delete or de-identify it.

8. Security

We use administrative, technical, and physical safeguards designed to protect your information. No method of transmission or storage is perfectly secure, but we work to protect your data and to respond promptly if an issue arises.

9. Your rights & choices

Depending on where you live, you may have the right to access, correct, delete, or receive a copy of your personal information, and to opt out of certain processing. To exercise these rights, contact us at privacy@hopfiber.com. We will not discriminate against you for exercising them.

10. Children's privacy

Our services are intended for adults. We do not knowingly collect personal information from children under 13. If you believe a child has provided us information, please contact us and we will delete it.

11. Third-party links

Our websites may link to sites we don't control. This policy does not apply to those sites, and we encourage you to review their privacy practices.

12. Changes to this policy

We may update this policy from time to time. When we make material changes, we will update the date above and, where appropriate, provide additional notice.

13. Contact us

Questions about your privacy? Email privacy@hopfiber.com or write to us at our business address. You can also reach support at support@hopfiber.com.