In short: we collect the information we need to connect you to the internet, bill you accurately, and support you when something breaks. We do not sell your personal data. You can ask us at any time what we hold about you, and ask us to correct or delete it.
1. Who we are
The Cloud Network Limited ("The Cloud Network", "CloudGhana", "we", "us") is a licensed Internet Service Provider registered in Ghana under company number CS421902014, with operations based in Kumasi, Ashanti Region. We are the data controller responsible for the personal data described in this policy.
This policy applies to our website, our billing portal at bill.cloudghana.com, our USSD service (*713*129#), our public and retail WiFi hotspots, and to fixed wireless and fibre services delivered to homes and businesses.
2. Personal data we collect
| Category | Examples | Why we collect it |
|---|---|---|
| Identity & contact | Name, mobile number, email address, physical or installation address, national ID where required for service registration | To create and administer your account, verify who you are, and reach you about your service |
| Payment data | Mobile money number, transaction references, amounts, payment status, invoice history | To take payment, credit your account, issue receipts, and resolve disputed or failed transactions |
| Technical & network | Device MAC address, assigned IP address, session start and end times, data volume used, access point or router connected to | To deliver the service, apply your data allowance correctly, diagnose faults, and protect the network |
| Support records | Support tickets, call and WhatsApp correspondence, website contact form submissions, engineer site notes | To resolve your issue and improve our service quality |
| Website usage | Pages viewed, referring site, browser and device type, IP address | To keep the site secure and understand which of our services people are looking for |
What we do not collect
We do not inspect, record, or store the content of your internet traffic — the pages you visit, the messages you send, or the files you transfer. We record the volume of data used and technical session metadata needed to bill and operate the network, not what that data contains.
We do not store your mobile money PIN. Payment authorisation happens on your mobile network operator's system, not ours.
3. Legal basis for processing
Under the Data Protection Act, 2012 (Act 843) of Ghana, we process your personal data on the following bases:
- Performance of a contract — to provide the internet service you have paid for.
- Legal obligation — where the National Communications Authority, the Data Protection Commission, or another lawful authority requires us to hold or disclose specific records.
- Legitimate interest — to secure our network against fraud and abuse, and to improve service quality.
- Consent — for marketing communications, which you may withdraw at any time.
4. How we use your data
- Activating, provisioning, and maintaining your internet connection
- Metering data usage and applying your purchased allowance or unlimited plan
- Processing mobile money payments and crediting your account
- Sending service messages: payment confirmations, account credentials, expiry warnings, planned maintenance and outage notices
- Responding to support requests and carrying out site visits
- Detecting and preventing fraud, abuse, and unauthorised use of the network
- Meeting our regulatory and tax obligations in Ghana
5. Marketing
We may contact you about new packages, promotions, or service upgrades. You can opt out at any time by replying to any marketing SMS, emailing info@cloudghana.com, or calling 0202699110. Opting out of marketing does not stop essential service messages such as payment receipts, credential delivery, or outage notifications.
6. Who we share data with
We do not sell your personal data to anyone. We share it only in these circumstances:
- Payment providers — our mobile money aggregator and the mobile network operators (MTN, Telecel, AirtelTigo) receive the transaction details needed to process your payment.
- SMS providers — to deliver account and payment messages to your phone.
- Upstream and infrastructure partners — where technically necessary to route your traffic or diagnose a fault.
- Lawful authorities — where we are compelled by a valid court order, the National Communications Authority, or other lawful process. We require proper legal authority before disclosing customer records.
- Professional advisers — auditors and legal counsel bound by confidentiality.
7. International transfers
Some of the systems we use to operate the network and communicate with you are hosted outside Ghana. Where personal data is transferred abroad, we take reasonable steps to ensure it receives a level of protection consistent with Act 843.
8. How long we keep your data
| Record type | Retention period |
|---|---|
| Account and identity records | Duration of the service, plus 6 years after closure |
| Billing, invoices and payment records | 6 years, to meet tax and accounting obligations |
| Session and usage metadata | Up to 12 months for operational and dispute-resolution purposes |
| Support tickets and correspondence | 3 years from resolution |
| Website contact form submissions | 24 months |
Where a longer period is required by Ghanaian law or regulation, that period applies instead.
9. How we protect your data
- All payment and account pages are served over encrypted HTTPS connections.
- Access to customer records is restricted to authorised staff who need it to do their job.
- Passwords are stored hashed, not in readable form, in our customer portal.
- Payment PINs are never transmitted to or stored on our systems.
- Our network and billing systems are monitored for unauthorised access.
No system is perfectly secure. If a breach occurs that is likely to affect your rights, we will notify you and the Data Protection Commission as required by Act 843.
10. Your rights
Under Act 843 you have the right to:
- Ask what personal data we hold about you and receive a copy
- Have inaccurate or incomplete data corrected
- Ask us to delete data we no longer have a lawful reason to keep
- Object to processing, including for direct marketing
- Withdraw consent where processing relies on consent
- Complain to the Data Protection Commission of Ghana
To exercise any of these rights, contact us using the details in section 13. We will respond within 30 days. We may ask you to verify your identity before releasing account information — this protects you from someone else obtaining your records.
11. Cookies and website analytics
Our website uses a small number of cookies and similar technologies to keep the site working correctly and to understand how visitors use it. You can block or delete cookies in your browser settings; core parts of the site will continue to work, though some conveniences may be lost.
12. Children
Our services are sold to adults. We do not knowingly create customer accounts for children under 18. Where a household service is used by children, the account holder is responsible for supervising that use. If you believe we hold data about a child collected without proper consent, contact us and we will delete it.
13. Contact us
Questions, requests, or complaints about this policy or about how we handle your data:
- Email: info@cloudghana.com
- Phone: 0202699110 or 0244601933
- WhatsApp: 0202699110
- Post: The Cloud Network Limited, Kumasi, Ashanti Region, Ghana
If you are not satisfied with our response, you may complain to the Data Protection Commission of Ghana.
14. Changes to this policy
We may update this policy from time to time. The "last updated" date at the top of this page always reflects the current version. Where a change materially affects your rights, we will notify you by SMS or email.