This Privacy Policy describes how Fibre Air Services Pvt. Ltd. ("FibreAir®", "we", "us", "our") collects, uses, stores and protects personal information of users ("you", "your") accessing our services, website, or customer portal. Last updated: January 2025.
1. Information We Collect
We collect the following categories of personal information:
- Identity & Contact: Full name, father's/spouse's name, date of birth, Aadhaar number (masked), PAN number (for business accounts), mobile number, email address, residential/office address.
- KYC Documents: Government-issued photo ID proof (Aadhaar, Voter ID, Passport, Driving Licence) and address proof as mandated by DoT licensing requirements.
- Service Information: Connection type, plan subscribed, installation address, MAC address of router/CPE, IP address (static or dynamic), usage history, billing records.
- Technical Data: Device type, browser type, operating system, access timestamps, and network diagnostic information collected automatically during service provisioning.
- Payment Information: Bank account details (for ECS/NACH mandates), cheque details, UPI IDs, or card numbers (stored only in tokenised form via PCI-DSS compliant processors). We do not store full card numbers.
- Communication Records: Support tickets, call recordings (for quality and training purposes), WhatsApp messages, and email correspondence.
2. How We Use Your Information
- Provisioning and managing your broadband connection and associated services.
- Processing billing, payments, and refunds.
- KYC verification as required by the Department of Telecommunications (DoT), Government of India.
- Communicating service updates, maintenance notices, and account alerts via SMS, email, or WhatsApp.
- Responding to your support queries and grievances.
- Improving our network quality and customer experience through aggregated analytics.
- Legal compliance, fraud detection, and dispute resolution.
- Sending promotional communications (you may opt out at any time by contacting us).
3. Legal Basis for Processing
We process your data on the following legal grounds:
- Contractual Necessity: To provide the services you have subscribed to.
- Legal Obligation: KYC and data retention requirements under DoT licensing conditions, IT Act 2000, and TRAI regulations.
- Legitimate Interest: Network security, fraud prevention, and service improvement.
- Consent: For marketing communications, which you may withdraw at any time.
4. Data Sharing & Disclosure
We do not sell, rent, or trade your personal information to third parties. We may share data with:
- Regulatory Authorities: DoT, TRAI, law enforcement agencies, and courts when required by law or court order.
- Payment Processors: Banks and payment gateways for billing purposes, under strict confidentiality agreements.
- Service Partners: Network infrastructure vendors and field service teams strictly for service provisioning purposes, bound by confidentiality agreements.
- Billing Software Providers: Our customer management system (erp.fibreair.co.in) service provider, under data processing agreements.
5. Data Retention
| Data Category | Retention Period |
|---|
| KYC Documents | Duration of service + 5 years post-termination (DoT requirement) |
| Billing & Payment Records | 7 years (Income Tax Act requirement) |
| Call Recordings | 90 days |
| Support Tickets | 3 years |
| Network Access Logs | 1 year (TRAI/DoT requirement) |
| Marketing Consent Records | Until consent is withdrawn |
6. Data Security
We implement appropriate technical and organisational measures to protect your personal data including encrypted storage of sensitive data, access controls, regular security audits, and staff training. However, no method of electronic transmission or storage is 100% secure.
7. Your Rights
Under applicable Indian data protection laws, you have the right to:
- Access a copy of your personal data we hold.
- Request correction of inaccurate data.
- Request deletion of data (subject to legal retention obligations).
- Withdraw marketing consent at any time.
- Lodge a complaint with the relevant regulatory authority.
To exercise these rights, contact our Privacy Officer (details below).
8. Cookies & Website Tracking
Our website (fibreair.in) may use essential cookies for session management and analytics cookies to improve user experience. No advertising or third-party tracking cookies are used without your explicit consent. You may configure your browser to reject cookies, though this may affect website functionality.
9. Changes to This Policy
We may update this Privacy Policy periodically. Material changes will be notified to registered customers via SMS or email at least 30 days before they take effect. Continued use of our services after the effective date constitutes acceptance of the revised policy.
These Terms & Conditions ("Agreement") govern the provision of internet services by Fibre Air Services Pvt. Ltd. ("FibreAir®") to the subscriber ("Customer"). By activating a FibreAir® connection, you agree to be bound by these terms. Last updated: January 2025.
1. Eligibility & Account
- Services are available to individuals aged 18 years and above, or businesses registered under Indian law.
- Each customer must complete KYC verification with valid government-issued photo ID and address proof before connection activation.
- One broadband connection per residential premises under a single name. Multiple connections require separate KYC for each.
- The registered subscriber is solely responsible for all usage on their connection.
2. Service Plans & Pricing
- All plan prices are inclusive of applicable taxes (GST at prevailing rates) unless explicitly stated otherwise.
- FibreAir® reserves the right to revise plan pricing with 30 days' prior notice to the subscriber.
- Speed mentioned in plans (e.g., 200 Mbps, 300 Mbps) is the maximum provisioned speed. Actual speeds may vary due to in-premises wiring, device capability, and network conditions.
- All Home Plans are truly unlimited with no FUP (Fair Usage Policy data caps). Business Plans are subject to the Fair Usage Policy as applicable.
- Promotional pricing is valid for the stated period only and may not be combined with other offers.
3. Router & Equipment
- A Wi-Fi router/CPE is provided on a security deposit basis. The deposit is refundable upon disconnection and return of the equipment in working condition.
- Security deposits by plan duration: Monthly — ₹2,000 deposit, ₹1,500 refundable; 3-Month — ₹1,500 deposit, ₹1,000 refundable; 6-Month — ₹1,000 deposit, ₹500 refundable; Annual (12-Month) — No deposit required.
- The router remains the property of FibreAir® at all times. Customers may not tamper with, modify, or sell the router.
- In the event of damage beyond normal wear, the security deposit may be forfeited to cover repair or replacement costs.
- All FibreAir®-owned equipment (router, fibre cable, splitters) will be removed upon disconnection. No plan fee refunds will be issued.
4. Installation
- Installation is provided free of charge for all plans at the registered service address.
- The customer must ensure clear access to the installation location. Repeated missed appointments may attract a revisit charge.
- FibreAir® technicians will drill minimal holes for cable routing. The company is not liable for minor cosmetic damage incidental to installation.
- Target installation time is within 24 hours of plan activation and payment confirmation, subject to feasibility at the address.
5. Payment & Billing
- Plans must be renewed before the expiry date to avoid service interruption. A grace period of up to 3 days may be applied at our discretion.
- Accepted payment methods: Visa, Mastercard, RuPay, UPI, NEFT/RTGS, Cheque, Demand Draft, and Cash at our office.
- Online bill payment available 24×7 at bill.fibreair.in.
- Bounced cheques will attract a charge of ₹500 per instance.
- No refunds are provided for unused days in a prepaid plan period.
- GST invoice is issued within 7 working days of payment. Invoices are also available on the customer portal (erp.fibreair.co.in).
6. Service Availability & Uptime
- FibreAir® targets 99.9% uptime on its network. Planned maintenance will be notified at least 24 hours in advance via SMS.
- In the event of a service outage exceeding 24 continuous hours due to causes within our control, a proportionate credit may be applied to the next billing cycle upon customer request.
- Outages caused by force majeure events (natural disasters, power grid failures, government directives, civil unrest) are excluded from SLA credits.
- Public IP (Static IP) services, where subscribed, are subject to the same uptime SLA as the base connection.
7. Acceptable Use
The subscriber agrees NOT to use FibreAir® services for:
- Any activity that violates Indian law, including but not limited to the IT Act 2000, IT (Amendment) Act 2008, IPC, and TRAI regulations.
- Transmitting, storing, or distributing obscene, defamatory, or illegal content.
- Network attacks, hacking, phishing, spamming, or running open proxies/relay servers.
- Reselling or sub-leasing the internet connection to third parties without prior written consent from FibreAir®.
- Running commercial ISP or hotspot services on a residential plan.
- Activities that degrade network performance for other subscribers.
Violation of acceptable use may result in immediate suspension without refund and reporting to law enforcement.
8. Suspension & Termination
- FibreAir® may suspend services immediately for non-payment, KYC non-compliance, or acceptable use violations.
- Customers may request disconnection with minimum 7 days' written notice. Security deposits (where applicable) will be refunded within 15 working days of equipment return.
- FibreAir® may terminate this agreement with 30 days' notice if continued service at the address is not technically or commercially feasible.
9. Limitation of Liability
FibreAir®'s liability for any claim arising under this agreement shall not exceed the monthly plan value paid by the subscriber for the affected period. We are not liable for indirect, consequential, or business losses arising from service interruptions.
10. Governing Law & Dispute Resolution
This agreement is governed by the laws of India. Any dispute shall first be resolved through our Grievance Officer. Unresolved disputes shall be subject to the jurisdiction of courts in Rohtak, Haryana.
This Fair Usage Policy ("FUP") explains FibreAir®'s approach to network management and data usage. All Home Plans are 100% truly unlimited with absolutely NO FUP or data caps. This policy primarily applies to Business and Leased Line services. Last updated: January 2025.
1. Home Plans — Truly Unlimited
FibreAir® Home Plans (200 Mbps, 300 Mbps, 400 Mbps, 1 Gbps) are 100% truly unlimited. There is:
- No data cap or monthly usage limit.
- No speed throttling after a usage threshold.
- No peak/off-peak speed differentiation due to usage.
- No FUP application of any kind on Home Plans, at any time.
The speeds advertised are the maximum provisioned speeds. Minor variation from the maximum speed is normal and is a characteristic of shared fibre technology, not an FUP restriction.
2. Business Plans — FUP Guidelines
Business and dedicated leased line plans include a committed information rate (CIR) with a burst capability. The following guidelines apply:
| Plan Type | Monthly FUP Limit | Post-FUP Speed | Reset |
|---|
| Business SME (100 Mbps) | As per plan document | Discussed on activation | Monthly |
| Business Pro (300 Mbps) | As per plan document | Discussed on activation | Monthly |
| Enterprise ILL (1 Gbps) | No FUP — Dedicated | Not applicable | N/A |
Specific FUP limits for your business plan are documented in your service agreement and visible in the customer portal at erp.fibreair.co.in.
3. Network Management
To ensure quality service for all subscribers, FibreAir® practices responsible network management:
- Traffic Prioritisation: Interactive traffic (web browsing, VoIP, video calls) is prioritised over background bulk transfers during periods of network congestion.
- Congestion Management: In rare periods of extreme network congestion, all users' traffic may be managed equally to ensure fair access. This is not an FUP restriction and affects all users equally.
- Protocol Management: We do not block any legal internet protocols, ports, or applications. P2P file sharing, VPN, and streaming services are fully permitted on all plans.
- No Content Blocking: FibreAir® does not block or throttle specific websites, applications, or services beyond legally mandated blocks issued by Indian courts or government authorities.
4. Prohibited Usage (All Plans)
Regardless of plan type, the following activities are prohibited as they affect network quality for other customers:
- Operating an open Wi-Fi hotspot or proxy for resale of connectivity.
- Running automated bots, scrapers, or crawlers that generate abnormally high traffic volumes continuously.
- Conducting network attacks (DDoS, port scanning) through the FibreAir® network.
- Sustained uploads that saturate the uplink for extended periods on shared residential plans.
FibreAir® will contact customers exhibiting such usage patterns before taking any action, and will work collaboratively to find a suitable solution.
5. Transparency & Monitoring
- Customers can view their data usage at any time on the customer portal: erp.fibreair.co.in.
- Home Plan customers will see usage statistics for informational purposes only — no action is ever taken based on usage volume on Home Plans.
- Business Plan customers will receive email/SMS alerts when usage reaches 80% and 100% of their FUP limit (where applicable).
- FibreAir® publishes network performance statistics quarterly. Contact support for the latest report.
6. Changes to This Policy
Any changes to FUP for existing subscribers will be communicated via SMS and email with at least 30 days' advance notice. Changes will not reduce the service quality below the level at the time of subscription without the subscriber's consent.
