RETURN POLICIES AND WARRANTIES

Return Policy 

For the return of terminal equipment, Itellum has the following alternatives:

Presential Management: The end user will be able to deliver their satellite equipment to any of our locations below:

• Pérez Zeledón Headquarters 
  Address: On the Interamerican Highway in front of the Greek Y, San Isidro de El General, San José, Costa Rica. 
  Telephone Number: + (506) 4020-1224 
  WhatsApp: + (506) 6006-9011 
  E-mail:info@itellum.com 

Return by a third party authorized by the customerThe end user will notify Itellum of the person authorized to deliver the satellite equipment.

Withdrawal by the operator/supplier: Itellum will send a technical team to the customer's installation address to pick up the satellite equipment. The date and time of the visit must be accepted and confirmed by the end user.

Irreparable failures and loss of service 

• 1. When the customer has a service failure or downtime, he/she must open a support ticket with the service and technical support channels provided by Itellum Comunicaciones S.A. 
• 2. The technicians authorized by Itellum Comunicaciones, will be present at the site and will always have as a priority to solve the failures in the service, guaranteeing the customer the enjoyment of the contracted service. 
• 3. If the failure is caused by a problem with the satellite equipment, it will be exchanged for another one, applying the provisions of the warranty policy. 
• 4. In case of a failure due to factors beyond the satellite equipment and the technician determines that there is no repair to the failure, he will write a report declaring the contracted service as inoperable. 
• 5. The customer shall return the equipment to the technician in perfect condition, without scratches or bumps, in its original packaging and with all its accessories. 
• 6. Reimbursement of the total amount paid by the customer for the purchase of the satellite equipment will be made by electronic transfer to the account provided by the customer within a period not exceeding 20 business days. 

Equipment received in poor condition by the customer: 

The satellite equipment will always be delivered to our customers by an authorized technician at the time of installation of the service, if it is determined that the equipment comes with any defect or damage from the factory at the time of inspection, we will proceed to change the unit immediately. 

Warranty: 

Our satellite equipment is guaranteed for 6 months. 

If the satellite equipment stops working in less than 8 days after installation of the service, the equipment will be replaced immediately after determining that it stopped working due to factory problems and not due to improper use by the customer. 

If the satellite equipment stops working more than 8 days and less than 6 months after the installation of the service, without being due to damage caused by the customer, the equipment will be sent to our technical service workshop through a shipment managed by the customer, where the cause of the damage to the terminal will be reviewed, proceeding to the repair or complete replacement of the unit if necessary without generating costs for the customer other than shipping. 

If the equipment is damaged after 6 months of service installation, the customer may use the services of our service workshop, but the full costs of repairing the equipment shall be borne by the customer. 

Calculation of compensation or reimbursement 

The operator shall provide the contracted service efficiently and continuously and shall apply compensation and reimbursements in the event of service degradation or interruption, except for those cases that are considered exempt from liability according to the regulations in force. 

For the purposes of compensation for interruptions, the operator/supplier will count the time of service interruption from the moment the request is received from the user or, failing that, from the moment the interruption is detected by the active monitoring of the operator's technical support team, from the moment the interruption occurs until the moment the service is fully restored and returns to its normal operating conditions. The calculation of the compensation will be made in the following manner, as established in the Service Provision and Quality Regulation:  

Where:  
Recurring rate: the recurring rate of the service corresponds to the monthly price (or billing period) of the service under optimal operating conditions, established contractually between the user and the operator, which does not include the amounts billed under the modality of consumption charges. For prepaid services, the recurring rate corresponds to the amount of the last recharge made by the user.  
Total interruption time: corresponds to the total time of service failure accumulated over the entire month or billing period of the service. This total time is expressed in hours and fractions of an hour, and the minimum unit of measurement is one minute.
Total time for the month or billing period: corresponds to the total number of hours for the month or billing period of the service.  

For the purposes of accounting in the above formula, a degradation in a telecommunications service is considered to constitute an interruption when at least one of the particular indicators defined in the RPCS for the service in question has a compliance rate equal to or lower than 40%. 

Compensation by the operator/supplier shall be in the form of a cash refund, billing credit, service bonuses, or other form of compensation provided that it is agreed between the operator/supplier and the affected user, and provided that such compensation is equal to or greater than the amount calculated using Article 22 of the RPCS (Service Provision and Quality Regulations).  

Compensation by the operator/supplier shall be made in the following billing period or within a period not exceeding 60 calendar days, both options counted from the date of occurrence of the interruption event or, failing that, from the date of filing of the user's complaint with the operator/supplier.