Customers are responsible for all indoor wiring and for activating their own modem. They must also install and cover all labor and material costs related to the conduit and connection from the public road or nearest meter wall to the designated house box. This includes trenching, placing conduit, pulling of cables , and completing the final installation.

Satel must be notified 2 weeks prior to the start of any communication related work on the property.

The customer is responsible at all times for the security and protection of the external cable, house connection, and any other equipment installed by Satel on their property.

The initial installation fee includes one corded phone set and a modem (if a modem service is ordered) The modem becomes customer property and cannot be transferred to another account.

Satel is responsible for providing and maintaining service up to the where the connection reaches the outside of the customer’s home. From that point onward, including the internal wiring, devices, and modem activation, it is the customer’s responsibility to install, maintain, and troubleshoot.

To ensure efficient support, Satel uses a ticket based support system, which helps track and prioritize technical issues. Customers can submit support requests by:

• visiting the front office,

• calling +599 416 3211,

• emailing info @satelnv.com, or

• messaging via WhatsApp Business at the same number.

Once received, each request is logged as a “ticket” and reviewed by Satel’s technical department. Basic issues are typically resolved within 24 to 48 hours. More complex cases may take up to 72 hours. Customers with priority service status will receive a response within 8 hours and will be given precedence in service scheduling and issue resolution. Please note that storm related events, regional outages, or situations classified as force majeure may delay resolution times beyond the standard response windows.

Customers who move to a new address may transfer their service to a new location. Additional fees may apply if infrastructure adjustments or extensions are required at the new location.

Service disconnections due to non-payment are initiated after two months of unpaid invoices. Reconnection will only be processed once the full outstanding balance has been settled. A reconnection fee will also apply.

All active accounts will continue to be billed monthly unless formally terminated in writing.

To terminate service, customers must provide 30 days’ written notice. Charges will continue during the notice period, and reactivation after termination is subject to an additional fee.

Satel services are provided on a month-to-month basis. Contracts are renewed automatically at the end of each billing cycle.

Satel reserves the right to modify these Terms and Conditions. Customers will be notified of any changes at least 30 days in advance, either by email or through public notice.

To terminate service, customers must submit a written notice at least 30 days in advance. Billing will continue during the notice period.

Upon termination all outstanding invoices must be paid in full. Failure to settle the account may result in forfeiture of any deposit and/or additional charges.

After 6 months the account will be terminated, and re-activation is seen as a new customer registration.

All nonresidents are required to pay a refundable deposit upon opening an account.

In addition, a valid credit card must be placed on file. This card will only be charged in the following cases:

• Unpaid invoices or unresolved balance

• Customer departure from the island without terminating service

Upon refunding the customer may use the deposit to close up outstanding debt. The refund will be paid in cash. All card data is stored securely.

Satel supports and complies with net neutrality under Dutch and European law:

• No blocking or throttling of lawful traffic

• No paid prioritization or ―fast lanes‖

• Temporary traffic shaping may occur for maintenance or emergencies only

All customers are expected to use Satel’s services in a fair, responsible, and lawful manner. Unreasonable or excessive use that negatively affects the performance of the network or disrupts service for other users may be subject to review and enforcement actions.

Customers must not engage in unlawful or prohibited activities, including but not limited to:

• Spamming or sending unsolicited communications

• Unauthorized access to systems or networks (hacking)

• Illegal downloading or uploading of copyrighted material

• Hosting or streaming of illegal or pirated content

• Distribution of malware, viruses, or other harmful software

• Running resource-intensive operations such as cryptocurrency mining without prior written approval from Satel

Satel reserves the right to take appropriate action in response to violations of this policy, which may include bandwidth limitation, temporary suspension, or termination of service. In cases of continued or serious breaches, Satel may permanently terminate the service with a notice period of two (2) months.

Satel NV is committed to protecting the personal information of all customers. This policy outlines how Satel collects, processes, stores, secures, and shares personal data in accordance with applicable laws in the Caribbean Netherlands and the principles of the AVG/GDPR.

This policy applies to:

• Individual residential customers

• Business account holders

• Nonresidents / temporary users

• Website visitors and digital communication participants

Satel collects only the data necessary to provide services and fulfill contractual or legal obligations. This includes:

• Personal Information

• Address and Installation Data

• Service and Usage Data

• Billing and Payment Information

Satel collects personal data to:

• Provide customer systems and technical support

• Maintain and secure the network

• Process billing and apply taxes

• Manage customer accounts and subscriptions

• Comply with local laws, regulatory audits, and reporting obligations

• Contact customers about scheduled maintenance, outages, or service updates

We do not use your data for profiling, advertising, or third-party analytics.

All customer data is stored in secure servers located within the Caribbean Netherlands or the EU. Satel enforces strict access controls:

• Only authorized personnel may access customer records

• Password-protected systems with audit trails

• Encryption of payment-related data

• Secure backup protocols to prevent data loss

Physical files, where applicable (e.g., contracts), are stored in locked cabinets in secure offices.

Customer data is retained only as long as necessary:

• For active accounts: as long as service is being used

• For closed accounts: up to 7 years, in compliance with tax law and audit requirements

• Data used only for support: retained for a maximum of 12 months

Customers have the right to:

• Request a copy of all personal data held by Satel

• Request corrections to inaccurate or outdated information

To exercise these rights, customers must submit a written request with proof of identity to info@satelnv.com

Satel does not share, sell, or lease customer information to third parties. Your data may only be shared:

• With government or law enforcement, if required by law

• With our software providers (internal processing only)

• With authorized regulatory bodies (e.g., Radiocommunications Agency Netherlands) under compliance audits

All data processors working with Satel sign confidentiality agreements and follow strict security protocols.

If Satel discovers that personal data has been exposed, lost, or accessed by unauthorized individuals:

• Customers will be notified within 72 hours of discovery

• The local Dutch Data Authority (Autoriteit Persoonsgegevens) will also be informed

• Affected customers will receive guidance on protection steps, and the source of the breach will be addressed immediately

Satel NV will make reasonable efforts to provide stable and continuous communication service. However, uninterrupted service cannot be guaranteed. Satel shall not be liable for any indirect, incidental, or consequential damages—such as data loss, loss of income, or business disruption—rising from service interruptions or equipment malfunctions.

The customer is liable for any damage caused by negligence, misuse, or failure to take reasonable protective measures for Satel equipment. This includes failure to properly safeguard the equipment during severe weather, routine maintenance or modification of the premises including damage resulting from environmental exposure, home renovations, painting, or construction work. Reasonable precautions must be taken to secure the unit, avoid tampering, and keep the surrounding area safe and accessible.

Unless the damage or service failure is due to gross negligence or intentional misconduct by Satel, Satel’s total liability for any claim shall be limited to an amount not exceeding the equivalent of three (3) months of service fees paid by the customer prior to the event giving rise to the claim.

Satel shall not be held liable for service interruptions caused by:

• Natural disasters or severe weather

• Utility or power failures

• Civil unrest, strikes, or war

• Pandemics or public health emergencies

• Government-imposed restrictions

Service will resume as soon as possible once the situation allows.

This agreement is governed by the laws of the Caribbean Netherlands. Disputes will be resolved by the competent court of Saba, unless other arrangements are stipulated by law.

Customers should first attempt resolution via Satel’s support channels (telephone and WhatsApp +5994163211 or email info@satelnv.com).

Unresolved issues may be escalated to management in writing.

If a dispute remains unresolved after escalation, Satel will participate in formal third-party arbitration via the BES consumer dispute mechanism.

This process is legally binding and fair, and both parties agree to its results unless otherwise stipulated by law.

By activating or continuing to use Satel’s services, the customer confirms that they have read, understood, and agreed to these General Terms and Conditions in their entirety. Satel reserves the right to require a signed acknowledgment upon installation or modification of the service.

To view the Annex 1 Pricing, download the PDF version and view it on page 7.