Privacy Policy

Pacific Web ("we," "us," or "our") provides fiber internet and managed connectivity services to homes and businesses. This Privacy Policy describes how we collect, use, share, and safeguard your personal information when you visit our website, apply for service, use the Customer Portal, or contact our support team. By using our services, you agree to the practices described here.

1. Information We Collect

We collect information you provide directly and information generated through your use of our services, including:

• Contact and identity details — name, email address, phone number, and mailing or installation address.
• Account and billing information — plan subscription, payment method details, billing history, and service address.
• Support interactions — messages sent through our contact form, live chat, hotline, or social media channels.
• Technical and usage data — IP address, device and browser type, pages visited, and network performance data collected automatically through cookies and similar technologies.
• Employment information — resumes and application details submitted through our Careers page, where applicable.

2. How We Use Your Information

We use the information we collect to:

• Evaluate service availability and provision new connections or installations.
• Process billing, payments, and account management requests.
• Respond to inquiries, technical support tickets, and service requests.
• Send account-related notices, service advisories, and — where you've opted in — promotional communications.
• Monitor, maintain, and improve network performance and website functionality.
• Comply with legal obligations and enforce our Terms & Conditions.

3. Legal Basis for Processing

We process personal data on the basis of: performance of a service contract with you, your consent (for example, marketing emails or optional cookies), our legitimate business interests (such as fraud prevention and service improvement), and compliance with applicable law, including the Philippine Data Privacy Act of 2012.

4. Data Sharing & Disclosure

We do not sell your personal data. We may share information only in the following circumstances:

• With field technicians and installation partners strictly to fulfill installation and maintenance requests.
• With payment processors and billing partners to complete transactions securely.
• With service providers who support our operations (e.g., hosting, analytics, customer messaging) under confidentiality obligations.
• When required by law, court order, or government regulation, or to protect the rights, safety, or property of Pacific Web and our customers.

5. Cookies & Tracking

Our website uses cookies to keep your session secure, remember your preferences, and understand how visitors use our site. You can manage cookie preferences through the banner shown on your first visit, or by adjusting your browser settings. Declining non-essential cookies will not affect your ability to browse the site, but some features may not function as intended.

6. Data Retention

We retain personal data for as long as necessary to provide our services, comply with legal and tax obligations, resolve disputes, and enforce our agreements. Once retention is no longer required, data is securely deleted or anonymized.

7. How We Protect Your Data

We apply administrative, technical, and physical safeguards — including encrypted connections, access controls, and staff training — designed to protect your information from unauthorized access, alteration, or disclosure. No method of transmission or storage is completely secure, and we continually review our practices to reduce risk.

8. Your Rights

Subject to applicable law, you have the right to:

• Request access to the personal data we hold about you.
• Request correction of inaccurate or outdated information.
• Request deletion of your data, where legally permissible.
• Object to or restrict certain processing, including marketing communications.
• Withdraw consent at any time, without affecting the lawfulness of prior processing.

To exercise any of these rights, contact our support team using the details below.

9. Children's Privacy

Our services are intended for individuals who are at least 18 years old or who have the legal capacity to enter into a service agreement. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, please contact us so we can remove it.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. Material changes will be posted on this page with an updated "Last updated" date. We encourage you to review this page periodically.

11. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or your personal data, reach out to us:

•   privacy@pacificweb.ph
•   1800-PACIFIC
•   Pacific Web, Nationwide branches, Philippines