Privacy Policy

العربية

Last updated: 15 August 2026

Astra Telecom ("Astra", "we", "us" or "our") is a telecommunications and IT services company founded in 2020 and based in Hebron, West Bank, Palestine. We provide wireless and fiber Internet connectivity, web and domain hosting, Cloud and VPS services, VoIP and telecom solutions, Bulk SMS, and technical support services.

We understand that the services we operate carry some of the most sensitive information our customers have — their identity documents, their traffic, their calls and their business data. This Privacy Policy explains what information we collect, why we collect it, how we use and protect it, and what rights you have over it. It applies to the astra.ps website and to every service we deliver to our subscribers and business clients.

1. Information We Collect

a. Information you provide to us. When you subscribe to a service, we collect the details needed to establish and maintain your account: your full name or company name, national ID or commercial registration number, service and installation address, contact telephone numbers, email address, and billing and payment details.

b. Network and service usage data. In the course of delivering connectivity we necessarily process technical records, including assigned IP addresses, session start and end times, bandwidth and data volumes consumed, connection quality and signal measurements from your equipment, and the DNS queries handled by our resolvers. For VoIP services we process call detail records — the numbers called, the time and the duration of a call. We do not listen to, record, or retain the content of your calls, messages, or browsing sessions except where a specific service you have requested requires it, or where we are compelled by a lawful order.

c. Hosting, Cloud and VPS data. If you host a website, domain, mailbox or virtual server with us, our systems store the content and databases you place there, along with server, access and error logs, and any backups taken as part of the service. Domain registrations additionally require registrant details to be passed to the relevant registry.

d. Bulk SMS data. For Bulk SMS customers we process sender IDs, recipient numbers, message metadata, delivery reports and traffic volumes in order to route messages and to prevent abuse of the platform.

e. Support and communications. We keep records of support tickets, maintenance visits, and correspondence by email, telephone or WhatsApp, and any details you submit through the contact or newsletter forms on our website.

f. Website data. Our website collects standard technical information such as IP address, browser type and pages visited, together with cookies as described in Section 8.

2. How We Use Your Information

We use the information above to:

• Provision, activate, configure and deliver the services you have subscribed to;
• Issue invoices, collect payment and maintain accurate financial records;
• Provide technical support, diagnose faults and carry out maintenance;
• Operate, secure and plan the capacity of our network — including detecting and mitigating attacks, spam, abuse and fraud;
• Communicate with you about outages, scheduled maintenance, service changes and account matters;
• Send you offers and news about our services, where you have not opted out; and
• Comply with our legal, regulatory and licensing obligations.

We do not sell your personal information, and we do not rent or trade our subscriber lists to advertisers or data brokers.

3. Legal Basis and Consent

We process your information because it is necessary to perform the service contract between us, because we have a legitimate interest in operating and protecting our network, or because we are required to do so by Palestinian law and the terms of our operating licence. Where we rely on your consent — for example for marketing messages — you may withdraw it at any time without affecting the services you subscribe to.

4. When We Share Information

We share personal information only in the following circumstances:

• Service partners and suppliers — upstream carriers, transit and interconnect providers, domain registrars, payment processors and equipment vendors, strictly to the extent needed to deliver your service;
• Legal and regulatory disclosure — to courts, the Palestinian Ministry of Telecom and Information Technology, or law enforcement authorities, where we receive a valid and lawful request. We disclose only what the request actually requires;
• Protection of rights and safety — where disclosure is necessary to investigate abuse, enforce our Terms of Service, or protect the rights, property or safety of Astra, our customers or the public;
• Business transfer — if Astra is involved in a merger, acquisition or transfer of assets, customer information may transfer with the business, subject to this Policy.

5. Data Retention

We retain account, contract and billing records for as long as you remain a customer and thereafter for the period required by Palestinian commercial and tax law. Network logs, DNS query data and call detail records are retained for a limited operational period appropriate to troubleshooting, billing accuracy and regulatory requirements, and are then deleted or aggregated into anonymous statistics. Hosting and VPS content is retained while the service is active; after termination it is deleted following the grace period set out in our Terms of Service.

6. How We Protect Your Information

We apply technical and organisational safeguards proportionate to the sensitivity of the data we hold. These include encryption of data in transit, firewalling and network segmentation, hardened and patched server infrastructure, intrusion and malware detection on our hosting platform, restricted administrative access on a need-to-know basis, and confidentiality obligations binding on our staff. We monitor our infrastructure continuously and investigate anomalies.

No system connected to the Internet can be guaranteed completely secure. If a breach occurs that affects your personal information, we will investigate it, take steps to contain it, and notify affected customers and the competent authorities where required.

7. Your Rights

You may ask us to:

• Confirm what personal information we hold about you and provide a copy of it;
• Correct information that is inaccurate or out of date;
• Delete information we no longer have a lawful or contractual reason to keep;
• Stop sending you marketing communications; or
• Explain a specific processing activity you are concerned about.

To exercise any of these rights, contact us at info@astra.ps. We may need to verify your identity before acting, and some information must be retained where the law requires it. We aim to respond to every request within a reasonable period.

8. Cookies

Our website uses cookies to keep the site functioning correctly, remember your preferences, and understand in aggregate how visitors use our pages. Most browsers allow you to refuse or delete cookies through their settings. Disabling cookies may affect how parts of the site behave, but it will not prevent you from contacting us or using your subscribed services.

9. Third-Party Websites

Our website and our customer portals may link to services operated by others. This Policy does not cover those third parties, and we are not responsible for their privacy practices. We encourage you to read the privacy policy of any external site before providing information to it.

10. Children's Privacy

Our services are contracted by adults. We do not knowingly enter into a service agreement with, or knowingly collect personal information directly from, a person under the age of 18. Where a service is used within a household, the account holder is responsible for supervising use by minors.

11. Hosting Outside Palestine

Some of our platforms and the upstream providers we depend on operate infrastructure outside Palestine. Where your information is processed abroad, we take reasonable steps to ensure it remains protected to the standard described in this Policy.

12. Changes to This Policy

We may update this Privacy Policy as our services, our infrastructure or the applicable law changes. The revised version will be published on this page with a new "Last updated" date. Where a change materially affects how we handle your information, we will make reasonable efforts to notify you directly.

13. Contact Us

If you have a question, a request or a complaint about privacy at Astra Telecom, please contact us:

• Address: Palestine, West Bank, Hebron
• Phone: 00972 562 900 009
• Email: info@astra.ps

See also our Terms of Service, which govern your use of Astra Telecom services.