Privacy

Last Updated: July 1, 2025

Introduction

Pathfinder LLC (“Pathfinder,” “we,” “us,” or “our”) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, and share your personal information when you use our internet services (“Services”), including specialized offerings for our commercial customers such as SmartBiz and the associated CommandWorx™ Mobile Application.

Information We Collect

We collect two types of information:

  1. Information You Provide:
  • Account Information: Name, address, phone number, email address, and payment details when you sign up for our Services.
  • Customer Support Interactions: Records of your interactions with our customer support team, including inquiries, troubleshooting, and service requests.
  • Surveys and Feedback: Information you provide if you choose to participate in surveys or provide feedback about our Services.
  1. Information Automatically Collected:
  • Usage Data: Information about your use of our standard internet services, including IP addresses assigned, bandwidth consumption, and connection times.
  • Device Information: Limited information about devices connecting to our network for the primary purpose of providing and troubleshooting your internet service, such as MAC address if necessary for authentication or service delivery.
  • Network Performance Data: We collect data regarding the performance of our network and your connection to maintain and improve service quality.
  • Domain Name System (DNS) Queries and Website Traffic Data (General Service): When you use our internet service, our servers necessarily process domain name queries and the IP addresses of websites you visit to route your traffic. For general network operations, performance analysis, and security, we may log aggregated or anonymized data related to this traffic. We do not routinely store detailed Browse histories of specific websites visited by individual residential or non-SmartBiz commercial subscribers for extended periods beyond what is necessary for immediate network operations, security, or as legally required.

Information Collected via SmartBiz Service and CommandWorx™ Mobile Application (Applicable only to Commercial Subscribers of SmartBiz): Please see the dedicated section below titled “Privacy for SmartBiz Service and CommandWorx™ Mobile Application” for details on information collected through these specific services.

How We Use Your Information

We use your information to:

  • Provide and Maintain Services: Deliver internet services (including SmartBiz functionalities for applicable subscribers), troubleshoot issues, and optimize network performance.
  • Manage Your Account: Process payments, update your account information, and communicate with you about your account and services.
  • Protect Against Fraud: Detect and prevent fraudulent activity, account misuse, or unauthorized access.
  • Improve Our Services: Analyze usage data to identify trends, optimize network performance, and improve service offerings.
  • Traffic Management: Manage network traffic to maintain service quality for all users, including enforcing bandwidth limits associated with service plans and optimizing service availability.
  • Comply with Legal Requirements: Assist with lawful requests from law enforcement or regulatory agencies, including lawful interception of communications and data.

Sharing Your Information

We may share your information with:

  • Law Enforcement and Regulatory Agencies: In response to valid legal processes such as subpoenas, court orders, or lawful requests from law enforcement or government agencies.
  • Service Providers: With third-party providers and partners who assist us in delivering, maintaining, and improving our Services. This includes billing processors, network maintenance providers, customer support platform providers, and technology partners like Calix, Inc. for specific services such as SmartBiz and CommandWorx™. These providers are contractually obligated to protect your information and use it only for the services they provide to us.
  • Business Partners: In limited cases, we may share information with business partners who offer complementary products or services.
  • Advertisers: We do not share personally identifiable information with advertisers but may provide anonymized usage data for marketing purposes.
  • Business Transfers: If Pathfinder LLC is involved in a merger, acquisition, asset sale, or bankruptcy, your information may be transferred as part of that transaction, subject to promises made in this Privacy Policy.
  • To Protect Rights and Property: If we believe disclosure is necessary to protect the rights, property, or safety of Pathfinder LLC, our customers, or others. This includes exchanging information for fraud protection.
  • Aggregated or Anonymized Data: We may share aggregated or anonymized data, which does not personally identify you, with third parties for research, marketing, analytics, or other purposes. For example, we do not share personally identifiable information with third-party advertisers but may provide anonymized or aggregated usage data for them to understand general trends.
  • With Your Consent: We may share your information for other purposes with your explicit consent.

Data Retention

We retain your personal information for as long as necessary to provide you with our Services, fulfill the purposes outlined in this policy, comply with our legal obligations (e.g., tax, accounting, specific telecommunications regulations), resolve disputes, and enforce our agreements.

  • For general network operational purposes, troubleshooting, and service improvement, network logs may be retained for up to 12 months, unless a longer period is required for legal or specific security investigation purposes.
  • Specific retention periods for data collected via the SmartBiz service and CommandWorx™ app are detailed in the “Privacy for SmartBiz Service and CommandWorx™ Mobile Application” section below.

Data Security

We implement industry-standard administrative, technical, and physical security measures to protect your personal information from unauthorized access, use, alteration, and disclosure. This includes encryption for data in transit and at rest where appropriate. However, no method of transmission over the internet or electronic storage is 100% secure, and we cannot guarantee the absolute security of your data.

User Responsibilities: You are responsible for safeguarding your account credentials (username and password). We recommend using strong, unique passwords and changing them regularly.

 

Customer Transparency Tools

We provide customer portals where you can:

  • Review your internet usage data, including bandwidth consumption.
  • View and manage billing details, payment history, and account activity.
  • Manage certain account preferences.

Your Rights

Depending on your jurisdiction, you may have certain rights regarding your personal information. These may include the right to:

  • Access and Correct: Access and correct your personal information we hold about you and request correction of any inaccuracies.
  • Delete: Request the deletion of your personal information, subject to certain exceptions (e.g., for legal or billing purposes).
  • Opt Out: Opt out of certain data processing activities, such as marketing communications via unsubscribe links or account settings.
  • Traffic Data Access: You may request access to records of your network usage data, as required by applicable law.

To exercise these rights, please contact us using the information provided in the “Contact Us” section. We will respond to your request in accordance with applicable law.

Net Neutrality and Traffic Management

Pathfinder does not engage in blocking, throttling, or paid prioritization of lawful internet traffic. We strive to treat all lawful internet traffic equally, without unfair discrimination or interference, subject to reasonable network management practices.

Children’s Privacy

Our general internet Services are not directed to children under the age of 13, and we do not knowingly collect personal information from children under 13 without parental consent. If you are a parent or guardian and believe we have collected information from a child under 13, please contact us immediately. We offer parental control tools that may assist you in monitoring and restricting internet access for children.

Privacy for SmartBiz Service and CommandWorx™ Mobile Application

This section applies specifically to our Commercial subscribers who have enrolled in our SmartBiz service and any users of the associated CommandWorx™ Mobile Application (“App”). SmartBiz is a managed service solution for small businesses, developed in partnership with Calix, Inc. (“Calix”).

  • Role of Pathfinder and Calix: For the SmartBiz service and CommandWorx™ App, Pathfinder LLC is the Broadband Service Provider (BSP) and acts as the “controller” or “business” for the personal information of its direct subscribers (the business entity). Calix, Inc. acts as our “processor” or “service provider,” collecting and processing certain data on our behalf to enable the functionality of SmartBiz and the App. The use of the CommandWorx™ App is also subject to the “CommandWorx™ Mobile Application Privacy Policy” provided by Calix, which you should review.
  • Information Collected via SmartBiz and CommandWorx™ App (on behalf of Pathfinder): When you or your authorized users (employees, guests) use SmartBiz and the CommandWorx™ App, Calix, on our behalf, may collect and process information including:
    • Your business account information provided during SmartBiz setup.
    • For App users: Name, email address, password/PIN for the App, preferred language, and your Pathfinder account number.
    • Information about network equipment at your premises managed by the App (e.g., router MAC address, serial number).
    • Data insights and user-associated analytics related to App usage and network performance within your business, used by Calix to improve the App experience and provide service features.
    • Internet or similar network activity data (such as Browse history, search history, or interaction with websites/applications within your SmartBiz network) may be processed by Calix for product improvement of the SmartBiz/CommandWorx platform.
    • Precise geolocation data (within a radius of approximately 1,850 feet) of the gateway device for purposes such as federal funding reporting.
    • Complete account access credentials for the CommandWorx™ App.
  • How We (and Calix on Our Behalf) Use SmartBiz/CommandWorx™ Information:
    • To provide, maintain, support, and enhance the SmartBiz service and CommandWorx™ App features (e.g., managed networking, security, productivity tools, content blocking if configured by you).
    • To fulfill our contractual obligations to you and Calix’s obligations to us.
    • For troubleshooting and service improvement.
    • Pathfinder may also use information derived from your business’s use of SmartBiz to inform you about other Pathfinder goods and services that may be of interest to your business, subject to your marketing preferences.
  • Data Retention & Storage (SmartBiz/CommandWorx™):
    • End-user data specifically collected and processed by Calix for the SmartBiz/CommandWorx App functionality (such as analytics and insights mentioned in their policy) may be retained by Calix for periods such as 30 days, as detailed in their specific privacy policy. Data is stored on the business subscriber’s router (for some functions) and on secure Calix Cloud servers.
    • Pathfinder’s general data retention policies apply to overall account and billing information.
  • Business Subscriber Responsibilities (SmartBiz):
    • As a business subscriber using SmartBiz, you are responsible for your own compliance with applicable privacy laws concerning your employees, guests, patrons, and other end-users of your network.
    • This includes providing appropriate notice and obtaining any necessary consents from your end-users regarding data collection, use, content filtering (if you enable such features), or marketing activities you conduct using tools or data from the SmartBiz service. Pathfinder LLC provides the SmartBiz service as a tool; your business controls its specific use policies for your end-users.
  • Children’s Privacy (CommandWorx™ App):
    • The CommandWorx™ App is not intended for children under 16 years of age, and Calix (on our behalf) does not knowingly collect personal data from children under 16 via the App without verifiable parental consent.

 

Changes to This Policy

We may update this policy from time to time. If we make significant changes, we will notify you via email or through our Services. Your continued use of the Services following such notice means you accept the updated policy.

Contact Us

If you have questions or concerns, please contact us at:

  • Email: [email protected]
  • Phone: 970-808-0000
  • Mailing Address: Pathfinder LLC, 1317 Grand Ave STE 200 Glenwood Springs CO 81601

California Consumer Privacy Act (CCPA) Notice

If you are a California resident, you have additional rights under the CCPA. Please see our CCPA-specific notice for more information.