{"id":6822,"date":"2022-09-06T02:04:01","date_gmt":"2022-09-06T02:04:01","guid":{"rendered":"https:\/\/itellum.com\/es\/?page_id=6822"},"modified":"2025-08-22T16:49:35","modified_gmt":"2025-08-22T16:49:35","slug":"compensaciones-y-reembolsos","status":"publish","type":"page","link":"https:\/\/itellum.com\/en_us\/regulaciones\/compensaciones-y-reembolsos\/","title":{"rendered":"Pol\u00edticas de compensaci\u00f3n, reembolso y devoluciones"},"content":{"rendered":"<p><strong>POLITICAS DE DEVOLUCIONES<\/strong><\/p>\n\n\n\n<p><strong>Return Policy<\/strong>&nbsp;<\/p>\n\n\n\n<p>For the return of terminal equipment, Itellum has the following alternatives:<\/p>\n\n\n\n<p><strong>Presential Management: <\/strong>El cliente podr\u00e1 entregar sus equipos satelitales en cualquiera de nuestras sedes a continuaci\u00f3n:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>P\u00e9rez Zeled\u00f3n Headquarters<\/strong>&nbsp;<br>Address: On the Interamerican Highway in front of the Greek Y, San Isidro de El General, San Jos\u00e9, Costa Rica. <br>L\u00ednea Gratuita:&nbsp;800-ITELLUM (800-4835586) <br>Telephone Number: + (506) 4020-1224&nbsp;<br>WhatsApp: + (506) 6006-9011&nbsp;<br>E-mail:<a href=\"mailto:info@itellum.com\" target=\"_blank\" rel=\"noreferrer noopener\">info@itellum.com<\/a>&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>San Jos\u00e9 Office<\/strong>&nbsp;<br>Address: San Jos\u00e9, San Jos\u00e9, Mata Redonda, Sabana Norte, Centro Corporativo CLS, 9th floor. <br>L\u00ednea Gratuita:&nbsp;800-ITELLUM (800-4835586) <br>Telephone Number: + (506) 4020-1224&nbsp;<br>WhatsApp: + (506) 6006-9011&nbsp;<br>E-mail:<a href=\"mailto:info@itellum.com\" target=\"_blank\" rel=\"noreferrer noopener\">info@itellum.com<\/a>&nbsp;<\/li>\n<\/ul>\n\n\n\n<p><br><strong>Withdrawal by the operator\/supplier<\/strong>: Para los equipos dados en comodato, Itellum enviar\u00e1 un equipo t\u00e9cnico al domicilio de instalaci\u00f3n del cliente para realizar la recolecci\u00f3n del equipo satelital. La fecha y hora de la visita ser\u00e1n coordinadas de mutuo acuerdo con el cliente. El retiro del equipo no implicar\u00e1 ning\u00fan costo para el cliente.<\/p>\n\n\n\n<p><strong>Devoluci\u00f3n por imposibilidad<\/strong> <strong>de instalaci\u00f3n del servicio: <\/strong>Si la instalaci\u00f3n no se realiza por causas atribuibles al usuario, Itellum podr\u00e1 anular la orden y retener \u00fanicamente los costos proporcionales al avance de la instalaci\u00f3n, previa notificaci\u00f3n y dentro de un plazo razonable. Los reembolsos se realizar\u00e1n por los medios de pago disponibles: en efectivo en cualquiera de las sucursales, transferencia bancaria, Sinpe M\u00f3vil, Express Pago o CompraClick, seg\u00fan lo indicado en la secci\u00f3n de&nbsp;<a href=\"https:\/\/itellum.com\/en_us\/regulaciones\/metodos-de-pago\/\">Medios&nbsp;de&nbsp;Pago<\/a>.<\/p>\n\n\n\n<p><strong>Calculation of compensation or reimbursement<\/strong>&nbsp;<\/p>\n\n\n\n<p>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.&nbsp;<\/p>\n\n\n\n<p>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:&nbsp;&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"116\" src=\"https:\/\/itellum.com\/wp-content\/uploads\/2024\/05\/formula-1024x116.png\" alt=\"\" class=\"wp-image-10823\" srcset=\"https:\/\/itellum.com\/wp-content\/uploads\/2024\/05\/formula-1024x116.png 1024w, https:\/\/itellum.com\/wp-content\/uploads\/2024\/05\/formula-300x34.png 300w, https:\/\/itellum.com\/wp-content\/uploads\/2024\/05\/formula-768x87.png 768w, https:\/\/itellum.com\/wp-content\/uploads\/2024\/05\/formula-150x17.png 150w, https:\/\/itellum.com\/wp-content\/uploads\/2024\/05\/formula.png 1239w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Where: &nbsp;<br><strong><em>Recurring rate:<\/em><\/strong> 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. &nbsp;<br><strong><em>Total interruption time:<\/em><\/strong> 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. <br><strong><em>Total time for the month or billing period:<\/em><\/strong> corresponds to the total number of hours for the month or billing period of the service.&nbsp;&nbsp;<\/p>\n\n\n\n<p>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%.&nbsp;<\/p>\n\n\n\n<p>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).&nbsp;&nbsp;<\/p>\n\n\n\n<p>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.&nbsp;<\/p>","protected":false},"excerpt":{"rendered":"<p>POLITICAS DE DEVOLUCIONES Pol\u00edtica de Devoluciones&nbsp; Para la devoluci\u00f3n de los equipos terminales, el Itellum cuenta con las siguientes alternativas: Gesti\u00f3n Presencial: El cliente podr\u00e1 entregar sus equipos satelitales en cualquiera de nuestras sedes a continuaci\u00f3n: Oficinas Centrales P\u00e9rez Zeled\u00f3n&nbsp;Direcci\u00f3n: Sobre carretera interamericana frente a&#8230;<\/p>","protected":false},"author":255,"featured_media":0,"parent":6809,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"content-type":"","footnotes":""},"class_list":["post-6822","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.13 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Pol\u00edticas de compensaci\u00f3n, reembolso y devoluciones - Itellum<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/itellum.com\/en_us\/regulaciones\/compensaciones-y-reembolsos\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Pol\u00edticas de compensaci\u00f3n, reembolso y devoluciones - Itellum\" \/>\n<meta property=\"og:description\" content=\"POLITICAS DE DEVOLUCIONES Pol\u00edtica de Devoluciones&nbsp; Para la devoluci\u00f3n de los equipos terminales, el Itellum cuenta con las siguientes alternativas: Gesti\u00f3n Presencial: El cliente podr\u00e1 entregar sus equipos satelitales en cualquiera de nuestras sedes a continuaci\u00f3n: Oficinas Centrales P\u00e9rez Zeled\u00f3n&nbsp;Direcci\u00f3n: Sobre carretera interamericana frente a...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/itellum.com\/en_us\/regulaciones\/compensaciones-y-reembolsos\/\" \/>\n<meta property=\"og:site_name\" content=\"Itellum\" \/>\n<meta property=\"article:modified_time\" content=\"2025-08-22T16:49:35+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/itellum.com\/wp-content\/uploads\/2024\/05\/formula-1024x116.png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/itellum.com\/regulaciones\/compensaciones-y-reembolsos\/\",\"url\":\"https:\/\/itellum.com\/regulaciones\/compensaciones-y-reembolsos\/\",\"name\":\"Pol\u00edticas de compensaci\u00f3n, reembolso y devoluciones - Itellum\",\"isPartOf\":{\"@id\":\"https:\/\/itellum.com\/#website\"},\"datePublished\":\"2022-09-06T02:04:01+00:00\",\"dateModified\":\"2025-08-22T16:49:35+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/itellum.com\/regulaciones\/compensaciones-y-reembolsos\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/itellum.com\/regulaciones\/compensaciones-y-reembolsos\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/itellum.com\/regulaciones\/compensaciones-y-reembolsos\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/itellum.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Regulaciones\",\"item\":\"https:\/\/itellum.com\/regulaciones\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Pol\u00edticas de compensaci\u00f3n, reembolso y devoluciones\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/itellum.com\/#website\",\"url\":\"https:\/\/itellum.com\/\",\"name\":\"Itellum\",\"description\":\"ITELLUM proporciona el INTERNET M\u00c1S R\u00c1PIDO\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/itellum.com\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Pol\u00edticas de compensaci\u00f3n, reembolso y devoluciones - Itellum","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/itellum.com\/en_us\/regulaciones\/compensaciones-y-reembolsos\/","og_locale":"en_US","og_type":"article","og_title":"Pol\u00edticas de compensaci\u00f3n, reembolso y devoluciones - Itellum","og_description":"POLITICAS DE DEVOLUCIONES Pol\u00edtica de Devoluciones&nbsp; 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