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 fiber, 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 box, and any other equipment installed by Satel on their property The modem included in the fiber installation kit is purchased by and registered to the account holder and remains their property. Only the account holder can manage the service for their account. Fiber services cannot be moved to another account holder.

Satel is responsible for providing and maintaining service up to the exterior house box—the point 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 by relocating their modem. 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.

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

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.

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 crypto currency mining without prior written approval from Satel

• Unlawful copyright infringement activities, including the downloading, uploading, distribution, hosting, or sharing of copyrighted material without authorization through peer-to-peer (P2P) platforms such as BitTorrent or similar technologies

SATEL may receive copyright infringement notices, abuse notifications, or network complaints from copyright holders, upstream providers, or monitoring organizations regarding activity associated with customer internet connections.

The account holder remains responsible for all activity originating from their internet connection, including activity performed by household members, guests, tenants, employees, or users connected through their network or Wi-Fi environment.

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.