Privacy Policy for Maxinet Mobile App

Last Updated: August 29, 2025

Introduction

Maxinet Broadband Internet Service Provider (“we,” “our,” or “us”) respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, share, and protect information when you use the Maxinet mobile application (the “App”).

Maxinet Broadband specializes in offering dedicated and shared wireless and wired internet solutions to individuals, corporate organizations, institutions and residential communities in Ghana through state-of-the-art technology.

Information We Collect

Personal Information

  • Account Information: Name, email address, phone number, billing address
  • Authentication Data: Login credentials
  • Payment Information: Credit card details, billing information (processed securely through third-party payment processors)
  • Contact Details: Information you provide when contacting customer support

Usage Information

  • Internet Usage Data: Data consumption, bandwidth usage, connection logs
  • Device Information: Device type, operating system, app version, device identifiers
  • Location Data:  Service addresses and Ghana Post GPS coordinates for service installation (not real-time location tracking)
  • Photos/Images: ID document images for service verification (stored securely, deleted after verification)

Communication Data

  • Support Interactions: Support tickets, chat logs with customer service
  • AI Assistant Interactions: Questions and responses with Maxi AI Assistant (stored locally on your device only, not in our database)
  • Notifications: Preferences and delivery status

How We Use Your Information

We use your information to:

Service Provision

  • Manage your internet subscription and account
  • Process payments and maintain billing records
  • Provide customer support and technical assistance
  • Monitor network usage and service quality

App Functionality

  • Authenticate your access to the app
  • Display account information and usage statistics
  • Send important service notifications and updates
  • Provide personalized recommendations through Maxi AI Assistant

Business Operations

  • Improve our services and app functionality
  • Analyze usage patterns to enhance user experience
  • Comply with legal and regulatory requirements
  • Prevent fraud and ensure account security

Information Sharing

We may share your information in the following circumstances:

Service Providers

  • Payment processors for secure transaction handling
  • Cloud service providers for data storage and app functionality
  • Customer support platforms for ticket management
  • Analytics services for app improvement (anonymized data only)

Legal Requirements

  • When required by law or legal process
  • To protect our rights and prevent fraud
  • In response to valid government requests
  • To ensure network security and integrity

Business Transfers

  • In connection with mergers, acquisitions, or asset sales (with notice to users)

We do not sell your personal information to third parties.

Data Security

We implement robust security measures to protect your information:

Technical Safeguards

  • Encryption: All data transmission is encrypted using industry-standard protocols
  • Secure Authentication: Multi-factor authentication options available
  • Regular Security Updates: Continuous monitoring and security patches
  • Access Controls: Limited access to personal information on need-to-know basis

Payment Security

  • PCI Compliance: Payment processing meets industry standards
  • Tokenization: Credit card information is tokenized and not stored directly
  • Fraud Monitoring: Real-time monitoring for suspicious payment activity

Data Retention

We retain your information for the following periods:

  • Account Information: While your account is active and up to 7 years after closure for legal compliance
  • Usage Data: Up to 2 years for service improvement and billing purposes
  • Support Records: Up to 3 years after issue resolution
  • Payment Records: As required by financial regulations (typically 7 years)

Your Rights and Choices

Access and Control

  • Account Access: View and update your account information through the app
  • Data Portability: Request a copy of your personal information
  • Correction: Update incorrect or incomplete information
  • Deletion: Request deletion of your account and associated data
    We will respond to your data requests within 30 days.

Privacy Settings

  • AI Assistant: You can choose to chat with Maxi AI Assistant or disable it entirely. All chat conversations with the AI assistant are stored locally on your phone only – we do not save these conversations in our database. You can delete your chat history at any time from your device.
  • Usage Analytics: Control sharing of usage data for service improvement
  • Location Services: Manage location-based features

Children’s Privacy

The Maxinet app is intended for users 18 years and older. We do not knowingly collect personal information from children under 18. If we become aware that we have collected information from a child under 18, we will take steps to delete such information promptly.

International Data Transfers

Your information is processed and stored in Ghana. If you are located outside of Ghana, please note that your information may be transferred to and processed in Ghana where our servers and operations are located. We ensure appropriate safeguards are in place for any international data transfers in accordance with applicable data protection laws.

Third-Party Links and Services

We use Paystack as our third-party payment processor to handle secure payment transactions. When you make payments through our app, your payment information is processed by Paystack according to their privacy policy and security standards. We do not store your complete payment card details on our servers.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will:

  • Notify you of material changes through the app or email
  • Post the updated policy with a new “Last Updated” date
  • Provide 30 days notice for significant changes that affect your rights

Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

Maxinet Broadband Privacy Team

  • Address: Mt Taboa St, Nii Okaiman West, Accra, Ghana
  • Email: info@maxinetgh.com
  • Support Email: support@maxinetgh.com
  • Phone: +233543906269
  • SMS: +233543906269
  • WhatsApp: +233204219523
  • Website: https://www.maxinetgh.com
  • Support Hours: 24/7
  • Support Ticket: Through the Maxinet app support section
  • Apple Messages: Available for customer support

For urgent privacy concerns, please contact us immediately through our support system, call our customer service line, or reach us via WhatsApp.

Effective Date: August 29, 2025

This Privacy Policy is part of our Terms of Service and governs your use of the Maxinet mobile application.