The Service Charter of Starlink Internet Services Limited, with registered office at Floor 3, Block 3, Miesian Plaza, Dublin 2, D02 Y754, Ireland, registered in the Commercial Register at No. 677409 (hereinafter also "SpaceX") together with the Starlink Pre-order Contract (hereinafter the "Contract) and the Service Offerings, establishes the principles, rules and terms of the contract in the relations between SpaceX and its Customers (hereinafter “Customers"). The principles contained herein govern SpaceX's conduct towards its Customers under the terms indicated in the service contracts.
This Service Charter is adopted by SpaceX in compliance and consistency with the resolutions of the Authority for Communications Guarantees ("Agcom").
This document illustrates the fundamental principles adopted in the provision of services, the general conditions of offer of the services, the qualitative parameters of the same, the evaluation tools and the procedures for information, participation and presentation of complaints by the Customers.
SpaceX makes a copy of this Service Charter available to its Customers on the website: www.starlink.com/legal.
The Service Charter can be updated periodically for needs relating to technological innovation, company organization, customer suggestions, as well the continuous evolution of the applicable regulatory framework.
The Service Charter is a tool capable of summarizing the rights of Customers and SpaceX’s commitments towards them.
All the policies referred to in this service charter are available at https://www.starlink.com/legal?regionCode=IT.
SpaceX is an operator authorized to provide the public with internet access services using satellite technology. SpaceX provides internet access services using satellite technology according to detailed specifications. The activation of the Service requires the activation of the Starlink Kit and the Service is governed, managed and usable according to terms which can be found at https://www.starlink.com/legal?regionCode=IT.
All the Services are offered according to the terms and conditions of the rates indicated on the website: https://www.starlink.com/.
SpaceX provides the Services to the public on the national territory in compliance with the principles of equal rights of Customers and non-discrimination on grounds of sex, race, language, religion or political opinion. SpaceX guarantees equality in the treatment on equal terms of the Services provided in the different geographical areas and between the different categories / groups of Customers, and guarantees equal treatment to be understood as a prohibition of any unjustified discrimination, also taking into account any disability needs of the users. SpaceX inspires its behavior towards customers on the criteria of objectivity, justice and impartiality endorsed by the Contract.
SpaceX undertakes to provide the Services on a regular, continuous and uninterrupted basis, except for the necessary ordinary and extraordinary maintenance or for reasons of force majeure, according to the specifications of the Contract and the annexes. However, speeds and uninterrupted use of the service is not guaranteed.
The Customer can ask SpaceX for data and information concerning them, make proposals, suggestions or submit complaints. Said information, suggestions and complaints can be formulated according to the methods indicated in the Contract and on https://www.starlink.com/legal?regionCode=IT.
Courtesy and transparency are principles that inspire SpaceX in managing its relationships with customers in order to ensure maximum availability and accessibility to information on the Services offered and to its staff.
SpaceX provides the Services according to criteria of efficiency and effectiveness. The Starlink Kit and Services are new, in development and subject to change. SpaceX will make every reasonable effort to ensure that the Starlink Kit, upon delivery, and the Services, as activated, meet the performance objectives set out in the Starlink Specifications as amended from time to time by SpaceX based on experience and innovation.
SpaceX respects the Customers' right of choice by allowing to communicate the withdrawal in case of reconsideration within the terms indicated in the Contract, and in any case in accordance with the principles applicable under the terms of Law no. 40 of 2007.
SpaceX ensures its customers accurate information regarding the advantages, disadvantages and possible precautions of the policy of supplying free services and promotional offers made in the absence of a specific request, guaranteeing where possible the right to refuse promotional messages.
SpaceX administers and manages cyber security policies and implements IT security procedures to identify and respond to incidents involving Starlink data, mitigate the effects of such incidents, document their results and inform interested parties (including Authorities and interested parties, as applicable: Policies can be found at https://www.starlink.com/legal?regionCode=IT.
In compliance with the right granted to users to complete information about the legal and technical methods of providing the Services. SpaceX adopts every criterion of maximum transparency of information. The Customer can at any time obtain the specifications, details and information relating to SpaceX services by accessing the site https://www.starlink.com/legal?regionCode=IT.
SpaceX is the Data Controller of the personal data provided by the Customers and processes the data according to the applicable privacy and GDPR policies. The privacy policy can be found at https://www.starlink.com/legal?regionCode=IT.
SpaceX, except in cases where there are objective impediments not attributable to SpaceX itself, undertakes to activate the Services immediately after the Customer has successfully proceeded with the installation and set-up of the Starlink Kit, according to the methods and terms indicated in the General Terms and Conditions.
Any breakdowns or technical inefficiencies must be reported to SpaceX through the Portal accessible from the Customer's account on the website https://www.starlink.com/ or via email at: starlinkresolutions@spacex.com.
In the event of inefficiencies, possibly attributable to SpaceX, except as specified in the Contract, the applicable regulatory requirements and indemnities set out in the Tables indicated in this Service Charter will apply.
In the event of termination of the contract, SpaceX undertakes to terminate the Internet access service as soon as possible, no later than the 30th working day following the communication of the termination of the contract.
In the billing document, SpaceX undertakes to indicate, inter alia:
Invoicing will take place on time and in the manner described in the Contract.
SpaceX publishes the tables relating to the quality of its Services offered on its website https://www.starlink.com/legal?regionCode=IT.
The Customer may submit complaints regarding the functioning / quality of the Services, composition of invoices or any other type of complaint by contacting the Portal www.starlink.com or by email at: starlinkresolutions@spacex.com
In the event of a well-founded complaint, SpaceX may suspend the application of the indemnity for arrears or payment of the amount due until the Customer is notified of the outcome of the complaint. However, it is understood that, if the complaint has not been accepted by SpaceX, the Customer is required to pay the amount due as legal interest on arrears starting from the due date indicated on the invoice, in addition to the balance due.
The deadline for the definition of complaints cannot be more than 45 days from receipt of the complaint. SpaceX notifies the Customer of the outcome of the complaint.
The Services may be suspended in the cases and in the manner indicated in the Contract.
Pursuant to the provisions of Annex A to Agcom Resolution no. 347/18 / CONS, SpaceX will apply the following indemnities if due:
Automatic Indemnities
Omitted or delayed activation of the service or delay for the transfer of users
€ 7.50 for each day of delay in activation; € 2.50 for ancillary services; euro 1.00 for each day of delay for free services; euro 1.50 for delay in the passage
For users except in the event of malfunction Compensation for suspension or termination of the service or in the absence of notice
€ 7.50 for each day of suspension
Non-Automatic Compensation
Service malfunction
€ 6.00 for each day of interruption
Irregular or discontinuous provision of the service, attributable to the operator, which does not involve the complete interruption of the service, or failure to comply with the quality standards established in the service charter of each operator
3 euros for each day of malfunction
Activation of unsolicited services or tariff profiles
€ 5.00 for each day of activation
Missed or delayed response to complaints
2.50 euros for each day of delay, up to a maximum of 300 euros.
Pursuant to Agcom resolution no. 347/18 / CONS mentioned, the indemnities are excluded in the following cases: (i) if the Customer has used the Services in an anomalous manner or, in any case, not in accordance with the cause or the conditions of the stipulated contract, indemnities for consequent disservices are excluded or, in any case, connected to such use; (ii) if the Customer has not reported the disservice within three (3) months from the moment in which he became aware of it or could have become aware of it according to ordinary diligence, without prejudice to the right to reimbursement of any sums unduly paid.
In the event of disputes relating to non-compliance with the provisions relating to the universal service or the rights of the Customers established by law, by resolutions of the Authority for Communications Guarantees (Agcom), by the contractual conditions and by the Service Charters, there is the obligation, under penalty of inadmissibility, to carry out the obligatory attempt at conciliation before the territorially competent CO.RE.COM, through the Agcom Conciliaweb platform available on (https://conciliaweb.agcom.it/conciliaweb/login. htm), or through an accredited conciliation body.
Pending conciliation, SpaceX undertakes to suspend payment only for the Services subject to the conciliation procedure for the entire time relating to the attempted conciliation experiment. The deadline for the conclusion of the conciliatory procedure is (30) thirty days from the date of submission of the application; after the expiry of this deadline, the parties may propose judicial appeal even if the procedure has not been concluded. The provision by which the dispute is defined is binding for the parties involved.
For any and all needs related to the correct and optimal performance of the Services, the Customer may contact the Customer Service in the manner indicated in the Code of Conduct for the Management of Complaints for the Starlink Service.
The withdrawal can be communicated through the portal www.starlink.com, according to the methods indicated in the Code of Conduct for the Management of Complaints for the Starlink Service.
All updated contact details can be found on the SPACEX website: www.starlink.com
For anything not provided for in this Service Charter, please refer to the provisions contained in the General Contract Conditions at https://www.starlink.com/legal?regionCode=IT