POLITICAS DE DEVOLUCIONES

Return Policy 

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

Presential Management: El cliente podrá entregar sus equipos satelitales en cualquiera de nuestras sedes a continuación:

• Pérez Zeledón Headquarters 
  Address: On the Interamerican Highway in front of the Greek Y, San Isidro de El General, San José, Costa Rica.
  Línea Gratuita: 800-ITELLUM (800-4835586)
  Telephone Number: + (506) 4020-1224 
  WhatsApp: + (506) 6006-9011 
  E-mail:info@itellum.com 

• San José Office 
  Address: San José, San José, Mata Redonda, Sabana Norte, Centro Corporativo CLS, 9th floor.
  Línea Gratuita: 800-ITELLUM (800-4835586)
  Telephone Number: + (506) 4020-1224 
  WhatsApp: + (506) 6006-9011 
  E-mail:info@itellum.com 

Withdrawal by the operator/supplier: Para los equipos dados en comodato, Itellum enviará un equipo técnico al domicilio de instalación del cliente para realizar la recolección del equipo satelital. La fecha y hora de la visita serán coordinadas de mutuo acuerdo con el cliente. El retiro del equipo no implicará ningún costo para el cliente.

Devolución por imposibilidad de instalación del servicio: Si la instalación no se realiza por causas atribuibles al usuario, Itellum podrá anular la orden y retener únicamente los costos proporcionales al avance de la instalación, previa notificación y dentro de un plazo razonable. Los reembolsos se realizarán por los medios de pago disponibles: en efectivo en cualquiera de las sucursales, transferencia bancaria, Sinpe Móvil, Express Pago o CompraClick, según lo indicado en la sección de Medios de Pago.

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.