This Code of Commercial Practices applies to the provision of bidirectional satellite internet service (Starlink Services), provided by Starlink Satellite Systems México S. de RL de CV The Starlink Service is charged on a monthly basis, in accordance with the authorization that you have granted so that Starlink makes the automatic charge and in accordance with the rates registered with the IFT. The commitment and quality levels of the Starlink Services can be found in the Starlink Specifications.
In case you have a question or complaint regarding the Starlink Services or the Starlink Kit, we want to help you resolve it as soon as possible. For this you can send the question or complaint through any of the following methods:
Open a ticket:
Access your Starlink Account on the Starlink Customer Portal (www.starlink.com) and submit a Support Request describing your issue and desired solution.
Please include "Client Clarification" in the subject of the ticket request.
In the event you choose to submit a clarification, we will need a detailed description of your concern and the best way to contact you so that we can investigate and respond to you.
Our goal is to resolve any issues as quickly as possible. We will do our best to fix the matter in a timely manner. However, in the event that we are unable to immediately resolve your complaint or clarification, we will continue to investigate and contact you with an update as soon as possible. Once we have fixed your problem, we will proceed to close the clarification or complaint ticket. We will also close the aforementioned ticket in case we have tried to contact you and we have not been able to do so within a period greater than 15 calendar days.
You may cancel Starlink Services at any time through your Starlink Account in the Starlink Customer Portal. Any compensation or reimbursement will be made in accordance with the provisions of the Adhesion Contract.
If you are not satisfied with the result of your complaint, you can use the I am a User portal of the Federal Institute of Telecommunications (IFT) at the following address: https://www.soyusuario.ift.org.mx/index.php.