Privacy Policy

iptvfrostlight is the trading name used on this website. The registered name of the business that operates it, and its business address, are not published on this page yet. They are the details that identify the organisation responsible for the personal information described here, and we give them to you in writing on request before you pay. They will be published on this page once confirmed.

Privacy questions and requests go through the contact route published on this website, marked “Privacy request”. We do not currently operate a separate privacy inbox; the same team receives these requests. If a dedicated privacy officer is appointed — as Quebec’s private-sector privacy law requires of an enterprise — that person’s role and contact route will be published here.

This policy covers this website and the enquiries and orders arranged through it. It does not cover a player app, a device manufacturer, a payment service you use yourself, or any other website you reach from a link here — those organisations have their own privacy practices.

When you send an enquiry

• Your name and email address.
• What the enquiry is about: the plan, device, channel or problem you select.
• The message you write, and any device model or app version you choose to include.
• Whether you accepted the Terms and Refund Policy, and the version you accepted, so we can show what you agreed to and when.
• Whether you separately opted in to marketing messages. This is optional and never a condition of getting an answer.
• Any screenshot you choose to attach to a setup help request.

Technical information created when you submit

To limit automated spam we derive a one-way hash of the connection address your request came from. We do not store the raw address. The hash cannot be turned back into an address, and it is used only to count submissions from the same connection over a short period.

Information we do not collect

This website has no customer accounts, no online checkout and no newsletter signup. We do not ask for, and do not store, card numbers, banking details, passwords for your devices, playlist passwords or identity documents. When payment is arranged, it is arranged with our team outside this website.

Optional analytics

This site can measure page views with Google Analytics 4. That measurement is switched off unless you accept optional analytics, and it is currently not activated because no measurement ID is configured. If it is activated later, it records page paths and general device and browser information, not the contents of an enquiry, and it is never linked to your email address.

Because this site processes no payments, card or bank details never pass through it. Our team keeps a record of what was agreed: the plan, term, total in CAD, the date payment was confirmed and the payment method used, so that a charge can be matched to an order and a query answered.

If you pay using a bank, card issuer or money transfer service, that organisation handles your payment details under its own privacy policy. We see confirmation that a payment arrived, not your full card number.

To answer your enquiry and supply the service

We use your name, email, message and the plan or device details to reply, confirm compatibility, issue access details and support you. This is necessary to take steps you asked for before a contract, and to perform the contract once one exists.

To keep a record of what was agreed

We keep the confirmation of plan, term, connections and total, and the version of the terms you accepted, so that a later billing or service question can be resolved accurately. This is necessary to perform the contract and to respond to claims.

To prevent spam and abuse

The one-way hash of your connection address is used to rate-limit automated submissions. This is a legitimate interest in keeping the contact channel usable, and it involves no stored address.

Optional analytics

Only with your consent, and only if analytics is activated. Refusing it has no effect on your enquiry or your access to any part of this site.

Marketing messages

Only if you tick the separate, unticked opt-in. We do not currently send marketing email or newsletters, so no marketing messages are being sent today.

Your name, email and a message are required to send an enquiry, because without them there is nothing to answer. Everything else is optional: the device field, plan field, screenshot, and marketing opt-in can all be left empty, and the enquiry will still be handled.

If you choose not to give us a device model, we may not be able to confirm compatibility — that is a limit on the answer, not a penalty.

We use a small number of service providers. They act on our instructions, they are not permitted to use your information for their own purposes, and we share only what each one needs:

• Website hosting and database services, which store the enquiry records and serve this site.
• Email delivery, used to send our reply and to notify our team that an enquiry has arrived.
• Private file storage, used only if you attach a screenshot to a setup help request.
• Google Sheets, used only for reseller programme enquiries, so that partnership enquiries can be tracked by our team.
• Google Analytics, only if optional analytics is accepted and a measurement ID is configured.
• Google Fonts, which delivers the typefaces used on this site; your browser requests them from Google.

Our team members can read enquiries and orders. We do not sell, rent or trade personal information, and we do not pass enquiries to advertisers or data brokers.

Subscription access is supplied through an upstream provider. We do not send your enquiry to that provider today, and we do not hand over your email address with an order unless that is necessary to provision or restore your access.

If a support case can only be resolved by the upstream provider, we ask you before sharing anything beyond the plan and device details needed to investigate, and we tell you what was shared.

Our hosting, database, file storage and email delivery providers may process and store information on servers outside Canada, including in the United States. Where information is handled outside your province or country, it remains subject to this policy and to our agreement with that provider, and it may be accessible to courts or authorities under the laws that apply there.

If you need to know which provider holds a particular record before you send it, ask us and we will tell you.

We do not run an automatic purge of enquiry records today, so the periods below are criteria rather than fixed deletion dates. We review what we hold at least once a year and delete records that are no longer needed.

• Enquiries that did not lead to an order: kept while the conversation is open and for a reasonable period afterwards in case you come back, then deleted.
• Enquiries and confirmations that led to an order: kept for the term of the subscription and for a period afterwards sufficient to answer a billing query or meet a record-keeping obligation.
• Screenshots: kept only while the support case is open, then deleted unless they are needed to evidence a resolved dispute.
• Consent records: the version of the terms you accepted and your marketing choice are kept while we can be asked to demonstrate them.
• Analytics: retained according to the analytics property’s retention setting, which we check when analytics is activated.

If you ask us to delete something sooner, we do so unless we need it to resolve an open issue or to meet a legal obligation, and we tell you which applies.

This site is served over HTTPS. Enquiry records sit in a hosted database reachable only by our team’s authenticated accounts, and screenshots are held in private storage rather than on a public link. Admin notifications are sent to team addresses only.

No system is perfectly secure, and we will not claim otherwise. We reduce risk by holding as little as possible: no card numbers, no passwords, no identity documents, no raw connection addresses, and no customer database beyond what an enquiry requires.

If a breach of security affects your personal information and creates a real risk of significant harm, we will report it and notify you as required by applicable Canadian privacy law.

Under Canadian privacy law, including the Personal Information Protection and Electronic Documents Act and applicable provincial laws such as Quebec’s private-sector privacy regime, you can ask:

• What personal information we hold about you, and a copy of it.
• How it has been used and to whom it has been disclosed.
• That incorrect information be corrected.
• That you withdraw consent to our holding information, subject to legal and contractual limits.
• That information be deleted, where no lawful exception applies.

We answer access requests within 30 days as a rule. If we need longer, we tell you why within that period. If we refuse a request, we explain the reason and the remedy available to you.

To protect your information from someone impersonating you, we ask you to write from the email address used in the enquiry or order. If you cannot, we ask for enough detail to locate the record — for example the plan, approximate date, device mentioned and the message subject — and we may ask a follow-up question that only the original sender would answer easily.

We do not ask for a password, a playlist link, a device key or identity documents to action a privacy request. If someone claiming to be us does, it is not us.

What is stored in your browser, and how to change your choice, is set out in the Cookie and Tracking Policy. In short: the site sets no advertising cookies, optional analytics stay off until accepted, and two local-storage entries remember your consent choice and your own guide progress.

We do not currently send marketing email. Asking a question, buying a subscription or requesting support never signs you up for marketing, and declining marketing never affects the answer you receive.

If marketing messages are introduced, they will rely on a separate, unticked opt-in, they will identify us, and every message will contain a working unsubscribe route. Canada’s anti-spam legislation requires consent for commercial electronic messages, and withdrawing consent must be as easy as giving it. You can record an unsubscribe request at any time on the unsubscribe page; we keep that record so no future list includes you.

The service is sold to adults for household viewing, and this website is not directed at children. We do not knowingly collect personal information from anyone under 18. If you believe a child has sent us personal information, tell us and we will delete it.

If you are unhappy with how we have handled your information, tell us first so we can fix it. If our answer does not resolve it, you can complain to the Office of the Privacy Commissioner of Canada, and — depending on where you live and where the business is established — to a provincial regulator such as the Commission d’accès à l’information du Québec or the privacy commissioner of your province.

Raising a concern with a regulator does not require our permission, and we will cooperate with any process that follows.

If what we collect or who processes it changes, this page changes with it and the effective date at the top changes. We do not change the date simply because the page was viewed.

If a change materially affects how we use information we already hold, we tell people with an open order or enquiry by email before the change applies to them.