Privacy Policy

1. Overview

Loudoun County Fiber LLC, doing business as Cladded Glass Broadband (“Cladded Glass,” “We,” “Us,” or “Our”), provides fiber internet, telephone, and TV referral services to homes and businesses in Western Loudoun County, Virginia. This Privacy Policy explains what information We collect through Your use of the Service and Our website, how We use and share it, and the choices available to You. This Policy is incorporated by reference into Our Terms and Conditions.

2. Information We Collect

Information You give Us directly, such as when You submit a service inquiry, place an order, or contact Customer Support:

• Name, service address, billing address, email address, and phone number;
• Payment information (processed through Our payment provider — We do not store full card numbers on Our own systems);
• Account credentials for Our customer portal; and
• Any information You choose to include in a message to Us, such as a contact form submission.

Information collected automatically through Your use of the Service:

• Network and usage data, such as data transmitted through Your connection, connection uptime, and equipment diagnostics, used for network management and troubleshooting;
• Device and equipment information for the router and ONT installed at Your premises; and
• Call detail information associated with telephone service (numbers dialed, call duration, and similar data), which is treated as CPNI (see Section 4).

Information collected automatically through Our website, such as browser type, pages visited, and approximate location derived from Your IP address, typically through cookies and similar technologies (see Section 5).

3. How We Use Your Information

We use the information described above to:

• Provide, install, maintain, and troubleshoot the Service;
• Bill for Service and process payments;
• Respond to service inquiries and customer support requests;
• Manage network performance and security across Our fiber network;
• Send service-related communications, such as outage notices, appointment reminders, and billing notices;
• Send marketing communications about Our services, where permitted and subject to Your opt-out rights (Section 10); and
• Comply with legal obligations and respond to lawful requests from government authorities.

We do not sell Your personal information to third parties for their own marketing purposes.

4. Customer Proprietary Network Information (CPNI)

Because Cladded Glass provides telephone service, certain information about Your account — including the services You subscribe to, call detail records, and related billing information — is classified as Customer Proprietary Network Information (“CPNI”) under Federal Communications Commission rules. We use and disclose CPNI only as permitted by law, including to provide and bill for Your service, to protect Our network and customers from fraudulent or unlawful use, and as required by legal process. You have the right to restrict Our use and disclosure of Your CPNI beyond what is necessary to provide Your service. To place a restriction on Your CPNI or ask a question about this section, contact Us using the information in Section 13.

5. Cookies & Website Analytics

Our website uses cookies and similar technologies to remember Your preferences, understand how visitors use the site, and measure the effectiveness of Our content. You can control cookies through Your browser settings; disabling cookies may affect some website functionality. We do not use cookies to track You across unrelated third-party websites for advertising purposes.

6. How We Share Information

We share information only in the following circumstances:

• Service providers who perform functions on Our behalf, such as billing platforms, payment processors, and installation contractors, under confidentiality obligations;
• Legal compliance, where required to comply with a subpoena, court order, or other legal process, or to protect the rights, property, or safety of Cladded Glass, Our customers, or the public;
• Business transfers, if Cladded Glass is involved in a merger, acquisition, or sale of assets, in which case customer information may be transferred as part of that transaction, subject to this Policy or a successor policy of which You will be notified; and
• With Your consent, for any other purpose You direct.

7. Data Security

We use reasonable administrative and technical safeguards designed to protect Your information, including restricting access to customer data to authorized personnel and using encryption where appropriate for stored payment information. No method of transmission or storage is completely secure, and We cannot guarantee absolute security of Your information.

8. Data Retention

We retain account and billing information for as long as needed to provide Service, resolve disputes, and comply with legal, tax, and regulatory recordkeeping obligations. When information is no longer needed for these purposes, We take reasonable steps to delete or de-identify it.

9. Your Privacy Rights (Virginia Residents)

If the Virginia Consumer Data Protection Act (VCDPA) applies to Cladded Glass’s processing of Your personal data, You have the right to:

• Confirm whether We are processing Your personal data and access that data;
• Correct inaccuracies in Your personal data;
• Request deletion of Your personal data;
• Obtain a portable copy of Your personal data; and
• Opt out of the processing of Your personal data for targeted advertising, the sale of personal data, or profiling in furtherance of decisions that produce legal or similarly significant effects. Cladded Glass does not currently sell personal data or use it for targeted advertising.

To exercise these rights, contact Us using the information in Section 13. We will respond within the timeframe required by law. If We decline a request, You may appeal by replying to Our decision, and if the appeal is denied, We will provide information on how to submit a complaint to the Virginia Attorney General.

10. Your Choices

• Marketing communications: You may opt out of marketing emails using the unsubscribe link in any such email, or opt out of marketing calls or texts by contacting Customer Support. Service-related communications necessary to operate Your account are not subject to opt-out.
• Account information: You may review and update Your account information at any time through Our customer portal or by contacting Customer Support.
• CPNI restriction: See Section 4 above.

11. Children’s Privacy

Our Service and website are directed to adults who can enter into a service agreement and are not directed to children. We do not knowingly collect personal information from children under 13. If You believe a child has provided Us with personal information, please contact Us so We can delete it.

12. Changes to This Policy

We may update this Privacy Policy from time to time. We will post the revised Policy on Our website with an updated effective date and, for material changes, will provide notice by email or through Your next invoice.

13. Contact Us

Questions about this Privacy Policy, or requests to exercise Your privacy rights, can be directed to:

Loudoun County Fiber LLC, d/b/a Cladded Glass Broadband
P.O. Box 420, Purcellville, VA 20134
Phone: 571-410-5811
Email: support@claddedglass.com