Contract Summary
Services are provided by Starlink Internet Services Limited (Floor 3, Block 3, Miesian Plaza, Dublin 2, D02 Y754, Ireland). Contact us by submitting a ticket in your user account at Starlink.com or the Starlink mobile app. This contract summary provides the main elements of this service offer as required by EU law. It helps to make a comparison between service offers. More information regarding the services and applicable terms and conditions is provided in other documents located at www.starlink.com/legal.
Services and Equipment
Starlink provides two-way satellite-based internet service (“Service”), receivable with a Starlink dish, Wi-Fi router, power supply and mounts (“Starlink Kit” or “Kit”).
Speeds of the Internet Service
Starlink users typically experience download speeds between 25 and 220 Mbps, with a majority of users experiencing speeds over 100 Mbps. Upload speeds are typically between 5 and 20 Mbps. Latency ranges between 25 and 50ms on land, and 100+ms on open waters. The ranges below represent expected minimum and maximum speeds. These speeds make Starlink suitable for streaming, video calls, online gaming, and other typical household internet use.
Stated speeds below and uninterrupted use of the Services are not guaranteed. Actual speeds may be lower than expected speeds during times of high usage. Performance varies based on location, time of day and your service plan. Please see the Fair Use Policy for more information on network management. More information on service plans is available at https://www.starlink.com/service-plans.
Expected speeds during peak hours of usage:
| Service Plan Name | Download Speed | Upload Speed | Latency |
|---|---|---|---|
| Residential | 50-150 Mbps | 5-25 Mbps | 25-50 ms |
| Residential Lite | 30-100 Mbps | 5-25 Mbps | 25-50 ms |
| Roam (10GB, 50GB, Unlimited) | 30-100 Mbps | 10-30 Mbps | 25-50 ms |
| Local Priority (50GB, 500GB, 1TB, 2TB) | 50-220 Mbps | 10-30 Mbps | 25-50 ms |
| Global Priority (50GB, 500GB, 1TB, 2TB) | 50-220 Mbps | 10-30 Mbps | 25-50 ms |
Location-based information on expected speeds and latency is available at www.starlink.com/map.
Mobile Services are subject to regulatory approvals and are not available in all locations. You acknowledge and agree that you are solely responsible for (a) understanding and complying with all applicable laws and regulations associated with the use of mobile Services and Kits; (b) obtaining any required authorizations; and (c) ceasing use of the Services or Kits where necessary based on geographic location.
Price
Pricing is dependent on the hardware and service plan that you choose, as well as your location. Enter your service address at https://www.starlink.com and select your hardware and service plan configuration to see the price, which will be separated as the price of hardware payments and recurring service payments.
Duration, Renewal and Termination
Starlink offers two options for service contracts, which you select at checkout.
A month-to-month contract of indefinite duration until cancelled
This is an agreement to receive internet services for an indefinite duration that will recur on a monthly basis until cancelled by you or Starlink in accordance with the Terms of Service. Internet services are billed monthly, in advance. You may stop the recurring payment and cancel the service at any time within your user account with no penalty or fee. In case of service termination, you are not entitled to a refund of the Starlink Kit, except within the initial 30-day period and pursuant to the conditions described in the Terms of Service.
A 12-month service commitment contract
If you select a 12-month service commitment, Starlink will provide a Starlink Kit at no cost in exchange for your agreement to maintain continuous service for at least 12 months. If you make any changes to your subscription during the initial 12 months — including changing your service address, switching service plans, transferring your Starlink Kit to a third party, or cancelling service — you will be charged a $349 Change Fee. You will also be charged the Change Fee if you fail to pay an invoice on time. The Change Fee is reduced by 1/12th for each month you maintain your subscription. After 12 months, your service will continue on a month-to-month basis, and the Change Fee will no longer apply.
The 12-month commitment option may not be available in all locations or for all service plans. Check availability for your address at www.starlink.com.
Features for End-Users with Disabilities
The Starlink website is configured with accessibility features for End-Users with Disabilities.
Remedies
Starlink does not guarantee that you will receive any specific speeds, or that your use of the Service will be uninterrupted. In the event of a significant and regular shortfall of the expected performance referenced above that is attributable to Starlink, you may be entitled to legal remedies. If you are experiencing an issue, please contact support by submitting a ticket in your user account. We will make every effort to resolve your issue. However, if we cannot, you may have the option of seeking further remedies at the regulatory authority or a court.
Contact for Inquiries or Complaints
The quickest way to receive a resolution to any issue is to log into your Starlink Account in the Customer Support Portal and submit a customer support request describing your issue and your desired resolution. You must include “Customer Complaint” in the subject of your request to ensure proper handling of any complaints. You may also send an email describing your issue and your desired resolution to starlinkresolutions@spacex.com. If you wish to make a complaint via email, please include “Customer Complaint” in the subject of your request as well as your account number.