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 Companies Register under no. 677409 (hereinafter also referred to as “SpaceX”), together with the order for the provision of services and the terms of service (“Terms”, also available at https://www.starlink.com/legal?regionCode=IT (https://www.starlink.com/legal?regionCode=IT)), establishes the principles, rules and terms of the contract (hereinafter the “Contract”) in the relationship between SpaceX and its Customers (hereinafter “Customers”).
This Service Charter is adopted by SpaceX in compliance and consistency with the resolutions of the Italian Communications Authority (“Agcom”), including Agcom resolutions no. 179/03/CSP, 347/18/CONS, 156/23/CONS.
This document illustrates the fundamental principles, general conditions and qualitative parameters applied in the provision of services (as described below), the evaluation tools and the methods of information and presentation of complaints by Customers.
SpaceX makes a copy of this Service Charter available to its Customers on the website: https://www.starlink.com/legal?regionCode=IT.
The Service Charter may be updated periodically to meet requirements related to technological innovation, company organization, customer suggestions, as well as the continuous evolution of the applicable regulatory framework.
The Service Charter is a tool that summarizes the rights of Customers and the commitments of SpaceX towards them.
All the policies referred to in this Service Charter are available at https://www.starlink.com/legal?regionCode=IT.
SpaceX is an authorized operator providing Internet access services to the public using satellite technology (“Services”). Activation of the Services requires installation and activation of the Starlink Kit. The provision of the Services is governed, managed and usable according to Terms that can be consulted at https://www.starlink.com/legal?regionCode=IT.
SpaceX provides the Services to the public on national territory in compliance with the principles of equal rights for Customers and non-discrimination based on sex, race, language, religion or political opinions. SpaceX guarantees equal treatment under equal conditions of the Services provided in the different geographical areas and among 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 users. SpaceX bases its behavior towards Customers on the criteria of objectivity, justice and impartiality as established by the Contract.
SpaceX undertakes to provide the Services in a regular, continuous and uninterrupted manner, except for necessary ordinary and extraordinary maintenance or for reasons of force majeure, as specified in the Conditions. Therefore, the speed and uninterrupted usability of the Services are not guaranteed.
The Customer may ask SpaceX for data and information concerning him/her, make proposals and suggestions, or submit complaints. Such information, suggestions and complaints may be made in the manner indicated in the Conditions and on https://www.starlink.com/legal?regionCode=IT.
Courtesy and transparency are principles that inspire SpaceX in managing relationships with Customers in order to guarantee maximum availability and accessibility to information on the Services offered and its personnel.
SpaceX provides the Services according to criteria of efficiency and effectiveness. The Starlink Kit and Services are innovative, in development and subject to change. SpaceX will make every reasonable effort to ensure that the Starlink Kit, upon delivery, and the Services, once activated, meet the performance objectives set out in the Starlink Specifications, as modified from time to time by SpaceX based on experience and innovation.
SpaceX respects the Customers' right of choice, allowing them to interrupt the recurring monthly payment, cancel the Services and withdraw from the Contracts at any time, according to the methods indicated in the Conditions.
SpaceX ensures that its Customers receive accurate information regarding the advantages, disadvantages and possible precautions of the policy of providing 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 IT security policies and implements IT security procedures to identify and respond to incidents involving Starlink data, mitigate the effects of such incidents, document the results and inform stakeholders (including Authorities and stakeholders, as appropriate: policies are available at https://www.starlink.com/legal?regionCode=IT.
In accordance with the right of users to complete information regarding the legal and technical methods of providing the Services, SpaceX adopts criteria of transparency of information. The Customer can obtain the specifications, details and information relating to SpaceX services at any time by accessing the website https://www.starlink.com/legal?regionCode=IT.
SpaceX is the Data Controller of the personal data provided by Customers and processes the data in accordance with current privacy regulations and the GDPR. The privacy policy is available at https://www.starlink.com/legal?regionCode=IT.
SpaceX, except in cases of objective impediments not attributable to SpaceX itself, undertakes to activate the Services immediately after the Customer has successfully installed and configured the Starlink Kit, according to the terms and conditions indicated in the Conditions. However, Starlink does not guarantee a specific activation time.
Any technical faults or disruptions must be reported to SpaceX through the Portal accessible from the Customer's account on the website https://www.starlink.com/ or via email to: starlinkresolutions@spacex.com. In the event of disruptions, which may be attributable to SpaceX, except as specified in the Conditions, the applicable regulatory requirements and the indemnities provided for in section 4.3 below shall apply.
In the event of termination of the Contract, SpaceX undertakes to deactivate the recurring fee for the Internet access service as soon as possible, and in any case no later than 30 working days from notification of termination of the Contract.
In the billing document, SpaceX undertakes to indicate, among other things:
Invoicing is provided to customers on a monthly basis through the Starlink Customer Portal, in accordance with the Terms.
SpaceX publishes tables relating to the quality of its Services in the Service Quality section at https://www.starlink.com/legal/documents/DOC-1055-46618-72?regionCode=IT. Users can check the quality of Internet access services through the Ne.Me.Sys. App, available at https://misurainternet.it.
The Customer may submit complaints regarding the provision of the Services and the Starlink Kit, including their operation, payment and billing, on the Starlink Customer Portal, or by email to starlinkresolutions@spacex. com, or by post to Starlink Internet Services Limited, Floor 3, Block 3, Miesian Plaza, Dublin 2, D02 Y754, Ireland. Further information on complaints is available in the Complaints Code of Conduct.
In the event of a justified complaint, SpaceX may suspend the application of the late payment indemnity or the payment of the amount due until the Customer is informed of the outcome of the complaint. It is understood, however, that if the complaint is not accepted by SpaceX, the Customer is required to pay, in addition to the balance due, the amount due as legal interest on arrears starting from the due date indicated on the invoice.
The outcome of the complaints will be communicated within 40 days of receipt of the complaint. SpaceX will inform the Customer of the outcome of the complaint.
The Services may be suspended in the cases and in the manner indicated in the Conditions.
Pursuant to AGCOM Resolution No. 347/18/CONS, SpaceX will apply the following automatic indemnities (obtained following the Customer's report of the delay or malfunction) and non-automatic indemnities (requiring an express request for payment of the indemnity), if due.
Compensation is excluded in the following cases: (i) if the Customer has used the Services abnormally or, in any case, not in accordance with the cause or conditions indicated in the Contract; (ii) if the delay or malfunction was caused by force majeure or unforeseeable circumstances; (iii) if the Customer has not reported the disservice within 3 months from the moment in which he became aware of it or could have become aware of it according to normal diligence, without prejudice to the right to reimbursement of unduly paid sums.
In the event of disputes relating to non-compliance with the provisions relating to the universal service or to the rights of Customers established by law, by the resolutions of AGCOM, by the contractual conditions and by the Service Charters, there is an obligation, under penalty of inadmissibility, to make a mandatory attempt at conciliation before CO.RE. COM, through Agcom's Conciliaweb platform available at https://conciliaweb.agcom.it/conciliaweb/login.htm, or through an accredited conciliation body.
Pending the conciliation, SpaceX undertakes to suspend the request for 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 conciliation procedure is (30) thirty days from the date of submission of the application; after this deadline, the parties may file a judicial appeal even if the procedure has not been concluded. The provision by which the dispute is settled is binding for the parties involved.
For any need and request for information relating to the correct provision of the Services and the Starlink Kit, the Customer can contact Customer Service on the Starlink Customer Portal and https://support.starlink.com/, or by email at starlinkresolutions@spacex.com. Withdrawal can be communicated through the methods outlined in the Starlink Service Complaint Handling Code of Conduct. Phone support is available at +39 800 826 944.
All updated contact details are available on the SPACEX website: https://www.starlink.com/legal/documents/DOC-1730-28917-74?regionCode=IT
For anything not covered in this Service Charter, please refer to the provisions contained in the Terms at https://www.starlink.com/legal?regionCode=IT