Privacy Policy

1. Scope

This policy covers Firstlink Communications as an internet service provider, including residential and business internet, related IPTV services, new connections, installation, customer accounts, billing, technical support, our website and customer applications. It applies to customers, prospective customers and people who contact us about these services.

2. Information we collect

Depending on the service, we process contact and account details such as your name, phone number, email, service address, customer identification and connection requirements. Where needed for registration or account verification, we may request identification or business details through the relevant service process. Please do not upload identity documents or passwords through a general inquiry form unless specifically requested through an appropriate channel.

Service records may include your subscribed package, installation and equipment details, invoices, payment status, support requests and communications with Firstlink. Technical information can include account authentication, assigned IP addresses, connection/session times, usage, device/router information and operational records needed to provide and troubleshoot connectivity. Customer applications support account, billing, usage and service-management functions.

Our website forms collect the details displayed in the form when you submit. Location coordinates and accuracy are collected only when you choose a location button and allow browser permission.

3. How we use information

We use relevant information to evaluate coverage, respond to home and office inquiries, arrange installation, activate and manage services, administer billing and payments, verify accounts, provide technical support and communicate about your service. Technical records support network operation, troubleshooting, security and abuse prevention. We also use information as needed to resolve disputes and meet applicable legal obligations.

4. Location and your permission

Opening a page or form does not request your location. When you choose Get My Location or Use My Current Location, your browser asks for permission to provide coordinates and accuracy. This is a single location request, not continuous tracking. The details are held in the form and shared with Firstlink only when you submit it.

Location sharing is optional for a new-connection inquiry; you can remove it before submitting or continue without it. The location-based coverage checker requires a location to perform that request; if permission is denied, you can contact Firstlink by phone. You can manage or revoke permission in your browser settings.

Firstlink uses submitted coordinates to assess service availability and follow up on your request. A Google Maps link may be included in the service request; generating the link does not load a map or send the coordinates to Google. Opening the link is subject to Google’s privacy practices.

5. Inquiries, installation and support

New-connection inquiries include your name, phone number, home or office selection, requested service, optional notes and any location you choose to share. Coverage and contact forms collect the details shown for their respective purpose. Our team uses these details to respond, check availability and coordinate the next steps. Requests may be recorded in Firstlink service systems and delivered through our server-side mail service.

When you contact support or arrange installation, we may need relevant account, connection, equipment and service-location details to address the issue. Please share only information needed for your request.

6. Network and website technical records

Network and service records support delivery, authentication, fault diagnosis, capacity management and security. Web server and application logs may record IP address, request time, requested resource, referring page and browser information. Inquiry submissions also record submission time and request IP information. Temporary verification and rate-limit records help prevent repeated or automated form abuse.

7. Cookies and browser storage

The current Firstlink website code does not implement advertising cookies or advertising analytics. Form details are held in the page while you use the form; the website does not save coverage coordinates to browser local storage. Your browser manages location permission settings. External resources, such as hosted fonts, may receive standard connection information when your browser loads them; external providers apply their own policies.

8. Data sharing

Firstlink does not sell customer personal information to third parties. Information is handled by Firstlink personnel and service/technology providers as needed to operate the website, application, communications and customer services, or disclosed when required by law. We do not use coverage location for unrelated marketing through this feature.

9. App stores and external services

Our website links to Apple App Store, Google Play, Google Maps and WhatsApp. When you follow those links or use those services, the external provider’s privacy policy applies. Firstlink does not control those providers’ policies or handling of information.

10. Data retention

Firstlink retains personal information for as long as reasonably necessary for the purpose for which it was collected, service/account requirements, operational needs, dispute handling or applicable legal requirements. This includes requests handled through Firstlink’s service systems and email. No fixed retention period is promised by this policy.

11. Data security

Firstlink uses reasonable administrative and technical measures to protect information. No website, application or transmission method can guarantee absolute security. Please avoid sending passwords or other unnecessary sensitive information through inquiry forms.

12. Your choices

You may deny browser location permission, choose not to submit optional website forms, and contact Firstlink with questions about your information. Some requests cannot be processed without the details needed for that service. You may request access, correction or deletion where applicable.

13. Account and personal-data requests

For account or personal-data access, correction or deletion requests, contact support@firstlink.net.np. Firstlink may need to verify your identity or account before responding. Service, operational or legal requirements may affect the handling of a request.

14. Children

Firstlink services and customer-account tools are intended for customers and service users. Parents or guardians should supervise minors’ use where applicable.

15. Changes to this policy

This Privacy Policy may be updated from time to time. Material updates will be reflected by updating the effective date on this page.

16. Contact Firstlink

Firstlink Communications
Damak-05, Jhapa, Nepal
Privacy and account requests: support@firstlink.net.np
General inquiries: info@firstlink.net.np