Legal & Policies

Ridgeview Communications · Clayton · NNY
A trade name of Riverside Networks LLC

Plain-language summary

These policies explain what we provide, what you agree to in return, and how we handle your data and your money. We use these terms because we own and operate the network — they let us keep service working for everyone. If anything here is unclear, call us at 844-591-3060 and we'll explain it.

Contents

1. Terms of service
2. Acceptable use policy
3. Network management policy
4. Privacy policy
5. Payments & refunds policy

1. Terms of service

The agreement between you and Ridgeview Communications for internet, VoIP, security camera, and related services.

1.1 Who we are

Ridgeview Communications is a trade name of Riverside Networks LLC, a New York limited liability company. References to "Ridgeview," "we," "us," or "our" in these policies mean Riverside Networks LLC d/b/a Ridgeview Communications. We operate as a fixed wireless internet service provider from Clayton, New York, serving the Thousand Islands region and surrounding North Country communities. By activating service with us, you ("Customer," "you") agree to these Terms of Service together with our Acceptable Use Policy, Network Management Policy, Privacy Policy, and Payments & Refunds Policy, all available on this page.

You may see the name "Riverside Networks" on technician vehicles, invoices, payment statements, and email correspondence. These reflect the same legal entity that provides your Ridgeview service.

1.2 The service

We provide residential and small-business fixed wireless internet access, along with optional Voice over IP (VoIP), security camera, and related installation services. Service tiers, advertised speeds, and prices are published on our plans page and may be changed with notice as described in Section 1.12.

Fixed wireless requires line-of-sight between your location and one of our towers (including the Clayton Tower). We will assess each address before installation and will not bill for service we cannot deliver.

1.3 Eligibility & your account

• You must be 18 or older and provide accurate, current contact and billing information.
• You are responsible for all activity on your account, including by household members and guests.
• Keep your account credentials secure. Notify us promptly if you suspect unauthorized use.
• One account per service address. Service is for use at the address on file and may not be relocated without our written consent.

1.4 Equipment

To deliver service we install a small outdoor radio and antenna (the "CPE") at your premises and provide a power-over-ethernet adapter and basic indoor cabling. We do not charge an equipment fee. The CPE remains our property and must be returned in working condition if service ends; lost or damaged equipment may be billed at replacement cost. You may use your own router behind our equipment. We do not provide ongoing support for customer-owned equipment beyond the demarcation point.

1.5 Installation & site access

You authorize us and our technicians (whether identified to you as Ridgeview Communications or Riverside Networks, both names for the same legal entity) to access your property to install, inspect, maintain, and remove equipment. You represent that you either own the premises or have permission from the owner to allow the installation. You are responsible for obtaining any landlord, HOA, or condominium-association approvals required to mount external equipment.

1.6 Service availability & performance

Fixed wireless is a best-effort service. We do not guarantee uninterrupted or error-free service. Speeds vary with distance to the tower, line-of-sight conditions, foliage, weather, power availability, and shared network conditions. Typical performance ranges are disclosed in our Network Management Policy (Section 3). Residential service is not sold with a Service Level Agreement; business service is offered with SLA terms on a separate written contract on request.

1.7 Your responsibilities

• Use the service lawfully and in accordance with our Acceptable Use Policy.
• Keep our CPE powered and unobstructed; do not modify, relocate, or attempt to repair it.
• Maintain a clear line-of-sight to the tower; notify us if new construction, tree growth, or other obstructions degrade your signal.
• Do not resell, redistribute, or share the service with persons outside your household or business without our written consent.

1.8 Service changes, suspension, and termination

We may modify, suspend, or discontinue service for non-payment, violation of these Terms or the Acceptable Use Policy, abuse of our equipment or staff, fraudulent activity, or as required by law. Wherever practical we will provide notice and a reasonable opportunity to cure before suspension.

You may cancel service at any time. There are no contracts and no early-termination fees. Cancellation takes effect at the end of the then-current billing cycle (see Section 5).

1.9 Limitation of liability

To the maximum extent permitted by law, Ridgeview's total liability for any claim arising out of or relating to the service is limited to the amount you paid us for service in the three months preceding the event giving rise to the claim. We are not liable for indirect, incidental, consequential, or punitive damages, including lost profits, lost data, or damages from service interruption. We do not guarantee that the service is suitable for life-safety, medical-alert, security-monitoring, or business-critical use; if you rely on internet access for emergency communications or alarm systems, you must maintain a backup means of contacting emergency services.

1.10 VoIP and 911

VoIP service, where provided, uses your internet connection and requires power and connectivity to function. VoIP 911 service will not work during a power outage, internet outage, or if you move the VoIP device to a new address without updating your registered location. You acknowledge these limitations and agree to maintain an alternative means of contacting emergency services.

1.11 Indemnification

You agree to indemnify and hold Ridgeview, its owners, employees, and contractors harmless from any third-party claims arising from your use of the service in violation of these Terms or applicable law.

1.12 Changes to these Terms

We may update these Terms from time to time. Material changes will be notified to you at the email address on file or by notice on this page at least 30 days before they take effect. Continued use of the service after the effective date constitutes acceptance.

1.13 Governing law & disputes

These Terms are governed by the laws of the State of New York. Any dispute arising under them will be brought in the state or federal courts located in Jefferson County, New York, unless applicable consumer-protection law requires otherwise.

1.14 Contact

Ridgeview Communications
PO Box 123, Alexandria Bay NY 13607
Phone: 844-591-3060
Email: support@riversidenet.com

2. Acceptable use policy

What you may and may not do on our network. The short version: don't break the law, don't hurt other people, don't break the network.

2.1 Prohibited conduct

You may not use the service to:

• Violate any federal, state, or local law, including those governing fraud, harassment, threats, child protection, export control, gambling, and controlled substances.
• Send unsolicited bulk email ("spam"), operate open mail relays or open proxies, or harvest email addresses.
• Distribute malware, ransomware, viruses, or other harmful code.
• Attempt to gain unauthorized access to any system, account, or network, or interfere with the operation of any system or network (denial-of-service attacks, port scans without permission, packet flooding).
• Infringe on copyrights, trademarks, trade secrets, or other intellectual property rights. See Section 2.4 on DMCA.
• Forge headers, spoof addresses, or otherwise impersonate another person or entity.
• Harvest, scrape, or collect information about other users without their consent.

2.2 Network impact

You may not use the service in a way that materially degrades performance for other customers. Residential plans are for residential use; you may not operate high-volume commercial servers, large peer-to-peer redistribution nodes, or open Wi-Fi networks for the general public on a residential plan. Reasonable personal server use (a smart-home hub, a small game server for friends, a security-camera feed) is fine.

2.3 No resale or redistribution

You may not resell the service, redistribute it for compensation, or share it with users outside your household or business premises without our written consent. Vacation-rental and short-term-rental hosts should contact us about appropriate plans.

2.4 Copyright & DMCA

We respect intellectual-property rights and respond to valid notices of copyright infringement under the Digital Millennium Copyright Act (17 U.S.C. § 512). Send notices to our designated agent:

Ridgeview Communications — DMCA Agent
Kristian Imbrock
PO Box 123, Alexandria Bay NY 13607
abuse@riversidenet.com

A valid notice must include the elements listed in 17 U.S.C. § 512(c)(3): identification of the copyrighted work, identification of the allegedly infringing material and its location, your contact information, a statement of good-faith belief, a statement under penalty of perjury, and a physical or electronic signature.

2.5 Repeat infringers

We maintain a policy of terminating, in appropriate circumstances, the accounts of customers who are repeat infringers of copyright. Generally, a customer receiving three or more validated infringement notices within a 12-month period may have service suspended or terminated.

2.6 Enforcement

For violations of this Policy we may, depending on severity: contact you to discuss the issue, throttle or filter specific traffic, suspend service, or terminate service. For severe violations (active malware distribution, court orders, threats to network integrity) we may act immediately and without prior notice. We are not obligated to monitor traffic but reserve the right to investigate suspected violations.

2.7 Reporting abuse

Report suspected abuse originating from our network to abuse@riversidenet.com. Include log entries with timestamps in UTC where possible.

3. Network management policy

Required disclosures under the FCC's Open Internet transparency rule (47 CFR § 8.1). We try to be specific because vague language helps no one.

3.1 Network management practices

Blocking. We do not block lawful content, applications, services, or non-harmful devices. We block traffic only where required by law or to protect the network and our customers from active abuse (for example, traffic associated with ongoing denial-of-service attacks or known malware command-and-control).

Throttling. We do not throttle or degrade traffic based on application, content, service, user, or device class. We may temporarily limit a customer's traffic in response to a confirmed Acceptable Use Policy violation, as described in Section 2.6.

Congestion management. Fixed wireless sectors are shared resources. When a sector approaches capacity, our equipment applies industry-standard fair-queuing so that no single customer consumes a disproportionate share of available bandwidth in that moment. The mechanism is application-neutral; it does not target specific services. Heavy users experience the same fair queuing as anyone else during congestion windows.

Affiliated content. We do not provide paid prioritization. We do not have affiliated content services that receive preferential treatment.

Application-specific behavior. We do not apply different network-management practices to specific applications. VoIP, video streaming, gaming, peer-to-peer, and general web traffic are all carried on the same terms.

Device attachment. Any standards-compliant device may connect to the service through our equipment.

Security. We perform standard anti-spoofing (BCP 38 / ingress filtering), block known abusive ports where industry consensus supports it (commonly TCP port 25 outbound for residential customers without verified mail servers, to prevent spam), and may temporarily block IP addresses or ports during active incidents.

3.2 Performance characteristics

The table below shows our advertised plan speeds and typical real-world performance. Actual speeds vary with line-of-sight conditions, distance to the tower, foliage, weather, and shared network load.

Packet loss on a healthy link is typically under 1%. Jitter is typically under 15 ms. These figures are for residential plans measured to a regional internet exchange; intercontinental destinations will show higher latency irrespective of our network.

3.3 Commercial terms

Pricing, fees, data caps, and contract terms are described in our Payments & Refunds Policy (Section 5) and on our plans page. We do not impose data caps on residential plans. We do not bill installation fees on standard installations meeting our line-of-sight criteria; non-standard installations may incur a quoted fee, agreed in writing before work begins.

3.4 Privacy

Our handling of customer information is described in our Privacy Policy (Section 4).

3.5 Redress

If you believe our network-management practices are causing you a problem, contact us first at support@riversidenet.com or 844-591-3060. We aim to respond within one business day. If we cannot resolve the issue, you may file an informal complaint with the FCC at consumercomplaints.fcc.gov or with the New York State Department of Public Service.

4. Privacy policy

What information we collect about you, why, and what we do with it. We do not sell customer data.

4.1 What we collect

• Account information — name, service address, mailing address (if different), email address, phone number.
• Payment information — billing details. Full credit-card and bank-account numbers are handled by our payment processor (IPPay) and are not stored on our systems.
• Service usage — aggregate data-transfer volumes, equipment uptime, signal strength, IP address assignments. We do not log the websites you visit or the content of your communications for residential customers in the ordinary course of business.
• Technical information — equipment make and model, firmware version, signal-quality measurements from our CPE.
• Communications with us — support tickets, call notes, email correspondence.
• Website information — if you visit ridgeviewcommunications.com, we collect basic analytics (page views, referring source, general browser type) through Cloudflare Web Analytics. This is cookieless, does not track you across other websites, and does not identify you personally. We do not use third-party advertising trackers.

4.2 How we use it

• To deliver and maintain your service, including troubleshooting and signal optimization.
• To bill you and collect payment.
• To communicate with you about your account, service changes, outages, and policy updates.
• To protect the network and our customers from abuse, fraud, and security threats.
• To comply with applicable law, lawful subpoenas, court orders, and other legal process.

4.3 CPNI — Customer Proprietary Network Information

Information about the type, technical configuration, location, and amount of use of your telecommunications service is protected as Customer Proprietary Network Information (CPNI) under federal law (47 U.S.C. § 222). We use CPNI to provide services you have ordered. We do not share or use your CPNI for marketing purposes outside your existing service relationship without your express consent.

4.4 Who we share information with

• Payment processor — IPPay, which handles card and ACH transactions on our behalf under their own privacy and security obligations.
• Upstream providers and tower partners — only as needed to deliver service, and limited to the minimum information necessary.
• Service contractors — outside subcontractors and trade partners who occasionally support installations or field work, under confidentiality obligations.
• Law enforcement and government agencies — in response to a valid subpoena, court order, or other lawful process, or in emergencies involving risk of death or serious physical injury. We require lawful process where the law requires it.
• In a business transfer — if Ridgeview is sold or merged, customer information may transfer to the acquirer subject to this Policy.

We do not sell customer information to advertisers, data brokers, or any third party.

4.5 Data retention

We retain account and billing information for as long as you are a customer and for up to seven years after service ends, to meet tax, accounting, and legal-hold obligations. Technical performance logs are typically retained for 90 days. Support correspondence is retained for up to three years.

4.6 Your choices

• You may request a copy of the account information we hold about you.
• You may correct inaccurate information.
• You may ask us to delete information not subject to a legal retention requirement; deletion of certain information may require terminating service.
• You may opt out of non-essential marketing communications at any time. Essential service notices (outages, billing, policy changes) cannot be opted out of while you are a customer.

Send requests to admin@riversidenet.com. We will verify your identity before acting on a request and respond within 30 days where reasonably possible.

4.7 Security

We maintain administrative, technical, and physical safeguards designed to protect customer information, including access controls, encryption in transit for our customer portal, and limited access to systems holding personal data. No system is perfectly secure; we encourage you to use strong, unique passwords for your account.

4.8 Children

Our services are not directed to children under 13. We do not knowingly collect personal information from children under 13. If you believe we have, contact admin@riversidenet.com and we will delete it.

4.9 New York SHIELD Act

We comply with the New York Stop Hacks and Improve Electronic Data Security (SHIELD) Act, which requires reasonable safeguards for private information of New York residents and breach notification to affected residents.

4.10 Changes to this Policy

Material changes will be notified to you at the email address on file or by notice on this page at least 30 days before they take effect.

4.11 Contact

Questions about this Policy or about information we hold: admin@riversidenet.com or write to the address in Section 1.14.

5. Payments & refunds policy

When you pay, how you pay, what happens if you don't, and how the seasonal pause works.

5.1 Billing cycle

Service is billed monthly in advance. Your billing date is the day of the month service was activated. The first invoice covers any partial month between activation and your first regular billing date, prorated daily.

5.2 Payment methods

We accept credit and debit cards (Visa, Mastercard, Discover, American Express) and ACH bank transfers, processed by IPPay. You may pay online through the customer portal, by phone, or by mail.

5.3 Autopay

Autopay is optional but recommended. With autopay enabled, your stored payment method is charged on the billing date. You can enable, change, or cancel autopay through the customer portal at any time.

5.4 Past-due accounts & late fees

Payment is due on the invoice date. Accounts unpaid 15 days past due may be assessed a late fee of $5 or the maximum permitted by New York law, whichever is less. Accounts unpaid 30 days past due may be suspended; suspended accounts may be terminated after an additional 60 days. A reconnection fee of $99 applies to restore a suspended account.

5.5 No equipment fee

We do not charge a monthly equipment rental fee. The outdoor radio and antenna we install remain our property and must be returned in working condition if service ends. Equipment not returned within 30 days of service end may be billed at replacement cost.

5.6 Seasonal pause

Seasonal customers (typically river-home and cottage owners who are not present year-round) may pause service for the off-season instead of cancelling. While paused:

• Service is disconnected at the radio level. You are not billed for the monthly plan.
• Your equipment, your account, and your service address remain reserved.
• There is no reconnection fee when you reopen service.
• A pause-period administrative fee of $8.95 per month applies while service is paused.
• Minimum pause length: 90 days. Maximum pause length without reactivation: 9 months.

To pause or reopen service, contact us at least three business days in advance.

5.7 Installation

Standard installations at addresses meeting our line-of-sight criteria are included with new service. Non-standard installations (longer cable runs, tower or mast work, custom mounting, extra labor) are quoted in writing and agreed before work begins.

5.8 Plan changes

You may upgrade your plan at any time; the difference is prorated and applied to your next invoice. Downgrades take effect at the start of your next billing cycle. There is no fee to change plans.

5.9 Cancellation

You may cancel service at any time by contacting us. There are no contracts and no early-termination fees. Cancellation takes effect at the end of the current billing cycle; we do not refund partial months of service except as required by law or in the case of a service failure on our part (Section 5.11).

5.10 Refunds

If you cancel before your first month of service has begun, you receive a full refund of any prepaid amounts. If we are unable to deliver service to your address, you receive a full refund of any prepaid amounts including installation deposits. Otherwise, refunds are issued only as described in Section 5.11.

5.11 Service-outage credits

For full service outages caused by our network and lasting more than 24 consecutive hours, you may request a prorated credit for the duration of the outage. Request credits by contacting support within 30 days of the outage. Credits do not apply to outages caused by power loss at your premises, customer equipment, weather events beyond reasonable network resilience, or factors outside our control (upstream provider failure, force majeure).

5.12 Disputed charges

If you believe a charge is incorrect, contact us within 60 days of the invoice date. We will investigate and respond within 30 days. Undisputed portions of an invoice remain due.

5.13 Taxes and fees

Prices on our plans page do not include applicable taxes, regulatory fees, or government-mandated surcharges, which are added to your invoice as required by law.

Ridgeview Communications
Clayton, New York · 1000 Islands · North Country
A trade name of Riverside Networks LLC

Questions: 844-591-3060 · support@riversidenet.com