Privacy policy
What we collect, why we have it, and what we do not do with it.
The short version
We collect what is needed to work out whether we can reach your house, to connect it, to keep it working, and to bill you. We do not sell any of it, we do not share it for advertising, and we do not put you on a mailing list.
Loon is a sole proprietorship in Wawa, Ontario. If you want to know what we hold about you, or you want it corrected, ring (705) 479-2302 and ask.
Before you are a customer
If you type an address into the availability checker, we keep it. It is how we know where people want service, and it is what decides where we build next. We do not contact you about it unless you asked us to.
If you fill in a signup we keep what you gave us — your name, how to reach you, the address, the plan you picked and anything you told us about your situation — with the date and the network address it came from, which is there to spot abuse of the form.
While you are a customer
Your account details, your address, what you pay and what you have paid, the visits we have made, and anything you have contacted us about.
If you set a PIN for phone support it is stored scrambled in a way that cannot be reversed. We cannot read it back, and neither could anybody who got hold of the database. We do keep a record of when a PIN was checked and whether it matched, because that is how we would notice somebody trying to get into your account.
What the network records
The equipment records how your connection is performing — the speed it is running at, how responsive it is, and how much data has passed through it. That is how we know a connection is struggling before you ring us, and it is where the usage figures in your portal come from.
We do not log the websites you visit or the content of anything you do. We can see how much traffic there is and how it behaves. We are not looking at what is in it and we have no wish to.
How long we keep it
- Detailed performance samples — ninety days, then deleted.
- Daily and monthly usage totals — kept, so you can see your own history and we can size the network.
- Billing records — kept as long as the law requires financial records to be kept, which is longer than you are likely to be a customer.
- Addresses from the availability checker — kept until we have built there or decided we will not.
Who else sees it
Nobody, except where we cannot avoid it:
- Whoever processes a payment sees what they need to take it.
- If we bring somebody in to help with an install or a repair, they see what they need for that job and nothing else.
- If we are required by law to hand something over, we will. If we are allowed to tell you it happened, we will tell you. Sometimes the law forbids that, and then we cannot.
We do not give your information to anybody for marketing, ours or anybody else's.
Asking us about your information
You can ask what we hold about you and we will tell you. You can ask us to correct something that is wrong and we will. Ring (705) 479-2302.
If you stop being a customer you can ask us to delete what we are not obliged to keep. Financial records we have to keep; most of the rest we do not.
If you are unhappy with how we have handled your information, tell us first — see complaints. You can also take it to the Office of the Privacy Commissioner of Canada, which oversees private-sector privacy in this country.
This website
The site keeps ordinary web server logs — what was requested and when. There is no advertising network on it, no tracking pixel, and nothing that follows you to other sites.