Last updated: September 18, 2026
Nebula Networks Inc. (“Nebula Networks”, “we”, “us”) provides fixed wireless internet service in the Fraser Valley, British Columbia. This policy explains what personal information we collect, why we collect it, how we use and protect it, and the choices you have. We handle personal information in accordance with Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA) and British Columbia’s Personal Information Protection Act (PIPA).
Who to contact
Privacy questions, access requests and complaints: [email protected], or write to Nebula Networks Inc., 48868 Yale Road, BC V2P 6H3. We respond to access requests within 30 days.
What we collect
- Account information — name, service address, mailing address, email address, telephone and mobile numbers, and business name where applicable.
- Service information — the plan you subscribe to, installation details, equipment assigned to you, signal and performance data from your radio, support tickets, and records of your communications with us.
- Billing information — invoices, payments, and payment method details. Card numbers are handled by our payment processor; we do not store full card numbers.
- Website information — pages visited, approximate location derived from IP address, and information you submit through forms on our site.
Why we collect it
We use personal information to qualify your address for service, install and maintain your connection, provide technical support, bill you, notify you about outages, maintenance and changes to your service, meet regulatory and law-enforcement obligations, and improve our network and service.
Consent
We collect, use and disclose personal information with your consent, except where the law permits or requires otherwise. You may withdraw consent at any time, subject to legal and contractual restrictions and reasonable notice — understanding that withdrawing consent for information we need to operate your service may mean we can no longer provide it. To withdraw consent, contact us at [email protected].
Text messaging
If you provide us with a mobile number, or if you text our published support number, we may communicate with you by SMS about your service — appointment confirmations, technician arrival notices, outage and maintenance updates, service and billing notices, and replies to support questions you send us.
We do not sell, rent, trade, or share your mobile number, or your consent to be contacted by text message, with any third party or affiliate for their own marketing or promotional purposes. Mobile numbers and SMS consent are used only by Nebula Networks Inc. to communicate with you about your own service, and are shared only with the service providers that deliver those messages on our behalf.
You can stop text messages at any time by replying STOP, or reply HELP for assistance. Message and data rates may apply. Full text-messaging terms are at https://nebulanetworks.ca/sms.
Who we share information with
We disclose personal information only to: service providers who work on our behalf and are bound to protect it (billing and payment processing, messaging and telephony providers, field installers, network and hosting vendors); other parties where you direct us to; and where required or permitted by law, including in response to a valid legal demand, to investigate suspected fraud or network abuse, or to protect our rights and property. We do not sell personal information.
Some of our service providers may store or process information outside Canada, in which case it may be subject to the laws of the country where it is held.
Retention
We keep personal information only as long as needed for the purposes described above and to meet legal, tax and regulatory requirements, after which it is securely destroyed or anonymized.
Safeguards
We protect personal information with physical, organizational and technical safeguards appropriate to its sensitivity, including access controls, encryption in transit, and limiting staff access to those who need it to do their jobs.
Your rights
You may request access to the personal information we hold about you, ask us to correct inaccuracies, or ask questions about how it is handled, by contacting [email protected]. If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada or the Office of the Information and Privacy Commissioner for British Columbia.
Commercial electronic messages
Where we send commercial electronic messages, we do so in compliance with Canada’s Anti-Spam Legislation (CASL), and every such message includes a way to unsubscribe.
Cookies
Our website uses cookies and similar technologies to keep the site working, remember your preferences, and understand how the site is used. You can control cookies through your browser settings.
Changes
We may update this policy. The current version is always posted at https://nebulanetworks.ca/privacy with the date it took effect.