{"id":536,"date":"2025-11-17T13:41:01","date_gmt":"2025-11-17T11:41:01","guid":{"rendered":"https:\/\/www.floutel.com\/?page_id=536"},"modified":"2025-11-21T11:21:20","modified_gmt":"2025-11-21T09:21:20","slug":"general-conditions","status":"publish","type":"page","link":"https:\/\/www.floutel.com\/en\/general-conditions\/","title":{"rendered":"General conditions"},"content":{"rendered":"
\n

GENERAL CONDITIONS FOR MOBILE, FIXED AND TELEVISION COMMUNICATION SERVICES FOR CUSTOMERS<\/b><\/h2>\n

1. Purpose<\/b><\/p>\n

These General Conditions apply to the Mobile, Fixed, Television and other value-added Communication Services (any of them, the Service or the Services) provided by Neutralia Operador Global S.L.U., a Spanish company domiciled at Calle Era Esquerra, 18, 08242 Manresa (Barcelona), operating under the brand and hereinafter referred to as FLOUTEL.<\/p>\n

The provision of the Mobile Communication Service will be carried out by Neutralia Operador Global S.L.U. (Mobile Service).<\/p>\n

The provision of the Fixed Communication Service will be carried out by Neutralia Operador Global S.L.U. (Fixed Service). The Customer may contract the Fixed Broadband Internet Access Service (Fixed Internet) and\/or a calling service that allows them to make and receive calls from a fixed terminal (Fixed Calling Service).<\/p>\n

The provision of the Television Service will be carried out by Neutralia Operador Global S.L.U. (TV Service).<\/p>\n

The Customer may contract the Services individually or jointly (convergent packages) according to their needs and FLOUTEL\u2019s commercial offers in force at each moment.<\/p>\n

It is a requirement for the provision of the Service that the Customer be a resident of Spain, and FLOUTEL may deny Service provision otherwise.<\/p>\n

2. Contract, price updates, billing and payment for the Services<\/b><\/h3>\n

2.1. Contract<\/b><\/p>\n

The Contract has a duration of 12 months. Once this period is fulfilled, the contract will automatically renew monthly until a new 12-month period begins, unless the customer expressly requests its termination. After such renewal, the Customer will have the right to terminate the contract at any time with a maximum notice of one month without incurring any cost except for the reception of the service during the notice period and compensation for any subsidized terminal equipment they retain.<\/p>\n

Prior to the first automatic renewal, FLOUTEL will duly inform the Customer, in a clear and timely manner and on a durable medium, about the end of the initial contract period, its renewal, and the available means to terminate it should the Customer so wish.<\/p>\n

The Service rates, as well as the rest of the commercial and economic conditions associated with them, are provided to the Customer at the time of contracting and, together with the data supplied by the Customer that are necessary for contracting and providing the Services, form the Contract, consisting of these General Conditions and the cover sheet. The Customer may request the disconnection\/connection of calls to premium-rate numbers and international calls, specifying the desired restriction. To make these disconnections\/connections, the Customer must contact FLOUTEL by phone at the Customer Service number 900 525 523 (or any number replacing it), at www.floutel.com
\n<\/a>, by email at ac@floutel.com
\n<\/a>, or by postal mail at the address indicated in section 1.<\/p>\n

FLOUTEL must disconnect\/connect the aforementioned services within a maximum period of ten (10) business days from the receipt of the Customer’s request, otherwise FLOUTEL will bear the costs derived from the failure to carry out this procedure.<\/p>\n

If the customer wishes to re-subscribe to the same services, they must submit an express request through the same channels.<\/p>\n

2.2. Price updates<\/b><\/p>\n

The prices of contracted tariffs will increase in accordance with the updates of the consumer price index (CPI) officially published. This update of service tariffs will be applied in the first quarter of each calendar year using the average interannual CPI published in October of the year immediately preceding the update, corresponding to the period between October of the previous year and September of the year prior to the update. The tariff update will take place in the first quarter of each year regardless of the activation date of the Services.<\/p>\n

The update of these tariffs does not constitute a modification of the Contract conditions. Should the customer wish to terminate the Contract early, this update does not grant the right to do so without assuming the corresponding penalty associated with any contractual commitments still in force.<\/p>\n

2.3. Billing<\/b><\/p>\n

FLOUTEL assumes the billing and collection of the Services contracted by the Customer, acting in its own name and on its own behalf, in addition to carrying out other ancillary customer service, logistics, and after-sales tasks. The Customer accepts that FLOUTEL will issue a monthly invoice that will include: (i) either retroactively or in advance (depending on the contracted offer in force at each moment) the fixed fee for the contracted Service; (ii) where applicable, any consumption not included in the fixed fee incurred by the Customer in the previous month (if for technical reasons it is not possible to bill the Customer immediately after accrual, FLOUTEL may do so in subsequent periods); and (iii) any other billable concept related to the Services such as discounts, installation costs, reconnection or shipping fees, returned direct debit charges, equipment rental fees, subscription charges, penalties, premium-rate services, or similar.<\/p>\n

Unless the Customer expresses their wish to receive invoices in paper format, invoices will be issued electronically. The Customer expressly accepts the issuance of invoices in electronic format, through electronic means that guarantee authenticity and integrity. Electronic invoices will have the same legal effects as paper invoices and will be available to the Customer through FLOUTEL\u2019s website. However, the Customer may request at any time, through Customer Service or the FLOUTEL Customer Area, to receive paper invoices, with the change applying to the next issued invoice. To view electronic invoices, the Customer must register on www.floutel.com
\n<\/a> and activate their profile in the \u201cFLOUTEL\u201d Customer Area. If the Customer wishes to receive notifications of invoice availability in electronic format, FLOUTEL will send a notice to the email address provided by the Customer.<\/p>\n

The Customer must pay the activation\/installation fee at the time of contracting the service with FLOUTEL, which may coincide with the installation date. They must also pay fixed monthly charges (including telephone bundles) in advance, while consumption-based charges will be billed monthly in arrears. Both parties expressly acknowledge that FLOUTEL\u2019s electronic records and their reproduction constitute valid and sufficient proof of the Services requested and effectively consumed by the Customer.<\/p>\n

2.4. Payment<\/b><\/p>\n

Payment will be made by direct debit to the bank account indicated by the Customer when registering their data, and the Customer agrees to maintain sufficient balance in that account to meet payments owed to FLOUTEL. The payment date corresponds to the day the Customer\u2019s bank receives FLOUTEL\u2019s payment request.<\/p>\n

The Customer must pay the activation\/installation fee at the time of contracting the service with FLOUTEL, which may coincide with the installation date. They must also pay fixed monthly fees (including telephone bundles) in advance, while consumption-based charges will be billed monthly in arrears. Both parties expressly acknowledge that FLOUTEL\u2019s electronic records and their reproduction constitute valid and sufficient proof of the Services requested and effectively consumed by the Customer.<\/p>\n

2.5. Guarantees<\/b><\/p>\n

FLOUTEL may request from the Customer certain guarantees to ensure compliance with the obligations arising from the Contract, specifically in the following cases: (i) outstanding unpaid amounts by the Customer under any contract, current or past, with FLOUTEL or with a third party; (ii) repeated delays in payment to FLOUTEL; and\/or (iii) the existence of an objective risk of fraud, non-payment, or illicit use of the Service.<\/p>\n

Thus, before signing the Contract or at any time during its validity, FLOUTEL may: (i) request the Customer to constitute a non-remunerated cash deposit or provide a bank guarantee with fifteen (15) days’ notice; (ii) request an advance payment based on past consumption; (iii) assign a credit limit; and\/or (iv) restrict the Customer\u2019s access to higher tariffs, premium-rate services, and\/or international calls. These measures will be withdrawn once it is verified that the conditions that motivated them no longer exist. If the Customer with outstanding debts terminates the Service or requests a transfer of ownership of their Contract, FLOUTEL may enforce the guarantee to cover the total outstanding debt.<\/p>\n

FLOUTEL may deny the provision of Services or temporarily or permanently suspend them due to the Customer\u2019s failure to constitute the requested guarantee.<\/p>\n

2.6. Breach of payment obligations: temporary suspension and termination<\/b><\/p>\n

2.6.1. Payment delay<\/b><\/p>\n

A delay by the Customer, whether total or partial, in paying amounts due for contracted Communication Services may result in restrictions on outgoing calls and\/or suspension of Services once FLOUTEL becomes aware of such circumstances, after notifying the Customer\u2014except for the Fixed Service, whose suspension will occur when the delay exceeds one (1) month from the issuance of the corresponding invoice, also with prior notice to the Customer.<\/p>\n

2.6.2. Service suspension<\/b><\/p>\n

For the suspension of the fixed telephone service to occur, the following conditions must be met:
\n(i) FLOUTEL will request payment and notify the suspension via a communication sent at least fifteen (15) days before the suspension date. The communication will indicate the date on which the suspension will occur if payment is not made.
\n(ii) Suspension cannot take place on a non-business day.
\n(iii) A payment delay exceeding three (3) months or two (2) temporary suspensions due to non-payment entitles FLOUTEL to definitive service interruption and contract termination.<\/p>\n

For services other than fixed telephony:
\n(i) FLOUTEL may suspend non-fixed services starting the day after the failure of payment once the charge has been presented.
\n(ii) Suspension cannot occur on a non-business day.
\n(iii) Fixed telephony will not be suspended due to non-payment of non-fixed services.<\/p>\n

Suspension does not exempt the Customer from paying charges that accrue independently of traffic and correspond to the contracted Service. In the case of temporary suspension of the Fixed Calling Service, outgoing emergency calls and incoming calls (except collect calls) will remain available.<\/p>\n

In addition, if non-payment occurs, FLOUTEL will pass on the costs derived from the Customer\u2019s breach for each unpaid invoice (e.g., bank fees, administrative costs for returned direct debits, reconnection costs). FLOUTEL may also:
\n(i) enforce existing deposits, guarantees or bonds;
\n(ii) apply late-payment interest equal to the legal interest rate plus two percentage points;
\n(iii) include the Customer\u2019s data in credit-solvency files.<\/p>\n

Termination<\/b><\/p>\n

The right to compensation for temporary interruption of the Internet access service establishes that it does not apply when the interruption is caused by:<\/p>\n

a) Serious breach by the subscriber,
\nb) Network damage caused by connecting equipment that has not undergone conformity evaluation.<\/p>\n

A delay exceeding one month in payment for the fixed public telephone service may lead to temporary suspension of service after prior notice. Non-payment of Internet access or premium services only leads to suspension of those specific services.<\/p>\n

In case of temporary telephone service suspension due to non-payment, all incoming calls (except collect calls) and outgoing emergency calls will remain active.<\/p>\n

A delay exceeding three months or two suspensions for non-payment entitles the operator, after notice, to definitive service interruption and contract termination.<\/p>\n

2.7. Service restrictions<\/b><\/p>\n

FLOUTEL reserves the right to restrict the Customer\u2019s service in cases of abnormal usage, such as:<\/p>\n

\u2013 Premium-rate charges after a certain number of hours of service
\n\u2013 SMS subscription services
\n\u2013 International services
\n\u2013 When credit limits assigned to the contract are exceeded
\n\u2013 Serious breach of conditions or engaging in prohibited activities.<\/p>\n

3. Customer Service<\/b><\/h3>\n

The Customer has access to support and information via the website www.floutel.com
\n<\/a>, the free Customer Service phone number 900 525 523, FLOUTEL\u2019s corporate address listed in these Conditions, and FLOUTEL sales points.<\/p>\n

4. Notifications<\/b><\/h3>\n

Notifications that the Customer must make to FLOUTEL in connection with this Contract will be made either by phone to FLOUTEL\u2019s customer service number or in writing to the postal or email addresses indicated throughout this Contract.<\/p>\n

FLOUTEL may notify the Customer through:
\n(a) postal mail sent to the address provided at the time of contracting (or, failing that, the service installation address);
\n(b) email sent to any email address provided by the Customer;
\n(c) phone call or SMS, either to the service line or to the number provided in the Service Application.<\/p>\n

The Customer declares that all provided data are true and correct and undertakes to communicate any changes to FLOUTEL.<\/p>\n

5. Customer Data<\/b><\/h3>\n

5.1. Personal data protection<\/b><\/p>\n

FLOUTEL informs the Customer that personal data collected during contracting and provision of the Service will be processed by FLOUTEL to ensure proper contractual performance (service delivery and billing). For number portability processes (fixed\/mobile), FLOUTEL will process data received from the Customer or the previous operator. The Customer authorizes the transfer of their data from the previous operator to FLOUTEL to verify identity, manage portability, and maintain their number.<\/p>\n

FLOUTEL may, based on legitimate interest and necessity for service provision:
\n(i) process location data generated by use of the mobile device:
\n(a) only for the time necessary to provide requested value-added services involving geolocation;
\n(b) anonymously and aggregated, to monitor network status, ensure proper service operation, improve the network, manage traffic, and develop new products\/services;
\n(ii) install and update applications on Customer devices\/equipment related to FLOUTEL services or third parties assisting in service provision;
\n(iii) use tools to monitor data traffic and usage;
\n(iv) consult credit-solvency files to prevent fraud and include Customer data in such files if non-payment occurs;
\n(v) detect fraud, protect its networks, or prevent damage.<\/p>\n

When the Customer has given consent in the contract\u2019s cover sheet, their data may be included in telephone directory and inquiry services. FLOUTEL will provide such data to the Telecommunications Market Commission in accordance with applicable law. The Customer may request exclusion from directories and inquiry services or request that their data not be used for direct marketing. They may also request correction of erroneous data.<\/p>\n

If the Customer opts out of directory inclusion, they must be aware that Caller Identification services may still reveal their number unless they exercise rights related to line identification restrictions.<\/p>\n

6. Assignment, modification, suspension, and termination of the Contract<\/b><\/h3>\n

Assignment<\/b><\/p>\n

FLOUTEL may contract service providers or assign contracts to third parties, including subsidiaries, for installation or supply of products and services, without requiring customer consent.<\/p>\n

If the Customer wishes to assign their Contract to a third party, they must request a change of ownership according to FLOUTEL\u2019s procedure. A cost may apply, which FLOUTEL will inform beforehand. The change does not exempt the Customer from payment of amounts accrued up to the date of the change.<\/p>\n

Modification<\/b><\/p>\n

The Contract will be modified when required by applicable law. FLOUTEL will notify the Customer prior to such changes. FLOUTEL may also modify the Contract when technical, commercial, economic, or operational changes occur, with one (1) month\u2019s notice. If the Customer disagrees, they may terminate the Contract without penalty.<\/p>\n

Continued use of the Service after the change implies acceptance.<\/p>\n

Suspension and termination<\/b><\/p>\n

Suspension<\/b><\/p>\n

In addition to suspension due to valid reasons established in these Conditions, the Customer may request temporary suspension (e.g., loss or theft of a mobile device) without terminating the Contract.<\/p>\n

Termination<\/b><\/p>\n

The Contract ends under general contract termination causes and, in any case, at the Customer\u2019s request with at least two (2) business days\u2019 notice. Termination may be requested through the free customer service phone number or FLOUTEL stores.<\/p>\n

Partial termination maintains the remaining active Services, adapting the Conditions accordingly.<\/p>\n

FLOUTEL may terminate the Contract due to:
\n(a) loss of FLOUTEL\u2019s authorization to provide Services;
\n(b) Customer payment delays exceeding three (3) months;
\n(c) two non-voluntary suspensions;
\n(d) fraud or suspected fraud;
\n(e) failure to provide requested guarantees;
\n(f) illicit use of the Service;
\n(g) customer relocation to an area without FLOUTEL coverage.<\/p>\n

If relocating, the Customer must notify FLOUTEL 30 days in advance. FLOUTEL will inform within 15 days whether service can be provided at the new address. If not, the Customer may terminate the contract without penalty if the minimum commitment has been fulfilled; otherwise, they must either pay the penalty or maintain the contract until completion.<\/p>\n

7. Quality<\/b><\/h3>\n

Minimum service quality levels committed by FLOUTEL and applicable for the current year will be communicated to the competent authorities and published on www.floutel.com
\n<\/a>.<\/p>\n

The Customer may request a free copy of the minimum quality document by postal mail.<\/p>\n

7.1. Compensation due to quality obligations<\/b><\/p>\n

For service interruption time, FLOUTEL commits that interruptions of the telephone and Internet access services will not exceed forty-seven (47) hours per billing period. Beyond that, FLOUTEL will compensate Customers proportionally to the total loss of service. The interruption period begins upon customer notification or operator detection of the incident.<\/p>\n

If FLOUTEL exceeds interruption limits, it will provide a bill discount upon Customer request.<\/p>\n

7.1.1. Public telephone service<\/b><\/p>\n

FLOUTEL will compensate the Customer with the greater of:
\n\u2013 the average amount billed for all interrupted services in the last 3 months, prorated by interruption duration;
\n\u2013 or five (5) times the monthly subscription fee, prorated.<\/p>\n

7.1.2. Internet access service<\/b><\/p>\n

For Internet interruptions exceeding six (6) hours (8 a.m.\u201310 p.m.), compensation equals the average billed amount in the last 3 months, prorated. Exceptions apply in cases of serious customer breach or network damage due to non-approved equipment.<\/p>\n

7.1.3. TV service<\/b><\/p>\n

For digital TV interruptions, FLOUTEL will compensate, upon request, the proportional amount of the monthly TV fee.<\/p>\n

7.2. General provisions on quality<\/b><\/p>\n

Failure to receive pay-per-use services entitles the Customer to reimbursement of those amounts.<\/p>\n

FLOUTEL is not liable for defective or interrupted service in cases including:
\n(i) serious customer breach;
\n(ii) damage caused by unauthorized or non-approved equipment;
\n(iii) administrative or judicial decisions;
\n(iv) power failure;
\n(v) improper equipment use;
\n(vi) force majeure;
\n(vii) maintenance or technical incidents;
\n(viii) interruptions under 10 minutes;
\n(ix) third-party actions;
\n(x) roaming services provided abroad by third-party operators.<\/p>\n

Compensation will be applied as discounts or equivalent service credits.<\/p>\n

Automatic compensation will be applied when exceeding 1 euro. In force majeure cases, FLOUTEL will return subscription fees prorated by interruption time.<\/p>\n

7.3. Fault commitment<\/b><\/p>\n

For faults lasting under forty-seven (47) hours and over ten (10) hours, FLOUTEL will compensate proportionally upon request.<\/p>\n

8. Service description<\/b><\/h3>\n

Credit scoring: FLOUTEL may check Customer solvency to prevent fraud by comparing data with ASNEF-Equifax systems.<\/p>\n

Customers must be aware of tariff information and any restrictions.<\/p>\n

8.1. Mobile telephony service<\/b><\/p>\n

For unlimited national calls: limit of 3,000 minutes\/month\/line, 150 destinations\/month, and 400 minutes\/day. Exceeded usage: \u20ac0.149 setup + \u20ac0.05\/min (VAT included). Calls to special numbers (70x, 80x, 90x, short codes) have their own cost.<\/p>\n

SMS: national \u20ac0.18\/SMS; international \u20ac0.35\/SMS. MMS not available.<\/p>\n

National and zone-1 roaming data: after included data is consumed, speed is reduced to 16 kbps up to 5 GB and then service is cut.<\/p>\n

Use for baby monitors, walkie-talkies, modems, routers, or traffic aggregation devices is prohibited.<\/p>\n

Convergent mobile tariffs include free data rollover.<\/p>\n

*Unused data rolls over to the next month, consumed after base tariff data. Changing tariff resets rolled-over data.<\/p>\n

8.1.1. Fair use policy for unlimited mobile data<\/b><\/p>\n

Unlimited mobile data is for personal, non-commercial use only. Prohibited uses include reselling, intensive sharing, M2M devices, routers, hotspots, or massive non-reasonable usage.<\/p>\n

Fair use: up to 200 GB at full speed; then reduced speed (64 kbps) for 1 GB and then service interruption.<\/p>\n

FLOUTEL may monitor usage patterns and consider abusive any usage exceeding 100% of the average usage for equivalent tariffs for two consecutive billing cycles.<\/p>\n

Corrective measures may include speed reduction, temporary suspension, or contract termination, with at least 2 days\u2019 notice unless urgent network protection is required.<\/p>\n

8.1.2. Network traffic<\/b><\/p>\n

FLOUTEL may adopt reasonable traffic-management techniques (compression, optimization, etc.) to improve load times and network efficiency.<\/p>\n

8.2. Roaming and international<\/b><\/p>\n

Once included allowances are exceeded, roaming or international usage will be billed according to the contracted default tariff. More information at www.floutel.com
\n<\/a>.<\/p>\n

Tariffs depend on international operators\u2019 conditions, outside FLOUTEL\u2019s control. High-cost destinations may be restricted for security and fraud-prevention reasons.<\/p>\n

Tariffs may be dynamically updated.<\/p>\n

8.2.1. Access to roaming service in Mobile Service<\/b><\/p>\n

If abroad, FLOUTEL will provide roaming unless the Customer opts out at contracting or later. EU\/EEA roaming is included as national usage, subject to reasonable use. Abusive use includes:
\n(a) lack of residence or stable ties in Spain;
\n(b) long SIM inactivity combined with exclusive roaming use;
\n(c) sequential activation\/utilization of multiple SIMs;
\n(d) usage or stay abroad exceeding domestic usage over 4 months.<\/p>\n

Outside the EEA or non-terrestrial networks, corresponding tariffs apply.<\/p>\n

In abusive use cases, FLOUTEL may apply surcharges (not exceeding wholesale caps under Regulation EU 2016\/2286), with 15 days\u2019 notice.<\/p>\n

9. Installation of the Services<\/b><\/h3>\n

The Customer authorizes FLOUTEL and its technicians to access the premises for installation or removal of equipment. For fiber services, physical installation may be required if no prior installation exists.<\/p>\n

Fiber installation may carry a cost defined in the Contract, invoiced after installation unless FLOUTEL waives it under certain conditions.<\/p>\n

TV installation will be carried out by a technician, and the Customer authorizes access for installation, configuration, or equipment retrieval.<\/p>\n

10. Equipment<\/b><\/h3>\n

FLOUTEL will provide the necessary equipment per these Conditions.<\/p>\n

10.1. Fixed Service equipment<\/b><\/p>\n

For Fiber, FLOUTEL may loan, rent, or sell the equipment. Rental or sale prices appear on invoices. FLOUTEL maintains and replaces equipment unless damaged by the Customer. Equipment must be returned within one (1) month after cancellation; otherwise, \u20ac80 will be charged.<\/p>\n

10.2. TV Service equipment<\/b><\/p>\n

For TV Service, the decoder and remote may be loaned, rented, or sold. The Customer is responsible for proper use. Replacement for misuse: decoder \u20ac50, remote \u20ac15, power cable \u20ac2. Failure to return equipment: \u20ac80 for decoder, \u20ac25 for remote.<\/p>\n

11. Customer commitments<\/b><\/h3>\n

If the Customer receives subsidized equipment or discounts, FLOUTEL may require a minimum commitment period. Early breach entails proportional penalties.<\/p>\n

12. Number portability<\/b><\/h3>\n

To keep their number, the Customer must request portability. Submitting the signed portability request initiates the operator change.<\/p>\n

Key points include:
\n(i) Customer requests activation with FLOUTEL and simultaneous cancellation with previous operator;
\n(ii) Possible short service interruption during operator switch;
\n(iii) Operator change must occur within 1 business day;
\n(iv) Requests may be denied for mismatched data, SIM theft reports, inactive numbers, etc.;
\n(v) FLOUTEL will inform Customer of effective transfer date;
\n(vi) Cancellation deadline: 14:00 the day before the change;
\n(vii) Cancellation is free but equipment must be returned and installation costs may apply.<\/p>\n

13. Specific conditions for TV service<\/b><\/h3>\n

13.1. Repeal clause<\/b><\/p>\n

This contract replaces any previous one for the same service.<\/p>\n

13.2. Responsibility for TV services and content<\/b><\/p>\n

Reproduction, distribution, and public communication of content are prohibited. TV Service is for personal, non-commercial use only. Customers receive a limited, non-transferable streaming license.<\/p>\n

Unauthorized public use, resale, or fraudulent manipulation is prohibited and may result in service deactivation and applicable charges.<\/p>\n

FLOUTEL may modify channel packages without liability. Temporary suspension for channel adjustments may occur.<\/p>\n

13.3. Technical requirements<\/b><\/p>\n

Customer must meet technical requirements (device compatibility, software, memory, browsers, etc.). Minimum 6 Mbps download speed is required. Incompatibilities may lead to service denial, with costs charged if due to Customer.<\/p>\n

13.4. Features<\/b><\/p>\n

13.4.1. Applications<\/b><\/p>\n

Third-party apps may be included. FLOUTEL may add\/remove apps. FLOUTEL is not responsible for third-party app issues.<\/p>\n

13.4.2. Last 7 Days Service<\/b><\/p>\n

Allows access to 7-day catch-up content on certain channels. Availability may vary.<\/p>\n

14. Specific conditions for Internet service<\/b><\/h3>\n

14.1. Repeal clause<\/b><\/p>\n

This contract replaces any previous Internet service contract.<\/p>\n

14.2. Responsibility for services and content<\/b><\/p>\n

Customer must use the Internet Service lawfully and ethically, following FLOUTEL\u2019s Use Policy. Illegal, fraudulent, harmful, defamatory, racist, xenophobic, or rights-violating activities are prohibited.<\/p>\n

FLOUTEL is not responsible for third-party content transmitted via Internet access.<\/p>\n

FLOUTEL may remove or block access to content when required by law.<\/p>\n

Customer is responsible for securing their devices against viruses, malware, etc.<\/p>\n

14.3. WiFi signal responsibility<\/b><\/p>\n

FLOUTEL cannot guarantee that WiFi speed or quality matches wired connections due to household layout, device position, interference, or external servers. Fiber supports full contracted speed but external tests may not reflect it.<\/p>\n

15. Force majeure<\/b><\/h3>\n

Neither party is liable for non-performance due to force majeure. Customer must still pay fees related to section 7.2.<\/p>\n

If service cannot be provided for over 3 months due to force majeure, the Customer may cancel without penalty.<\/p>\n

Examples include strikes, weather events, legal restrictions, supplier delays, etc.<\/p>\n

16. Right of withdrawal<\/b><\/h3>\n

The Customer has 14 days to withdraw from the Contract. In portability cases, withdrawal does not automatically return service to the previous operator; a new portability request is needed.<\/p>\n

Customer must notify FLOUTEL and return equipment in perfect condition. Customer pays proportional service used and installation costs (\u20ac80 if installed during withdrawal period).<\/p>\n

Refunds issued within 14 days by the same payment method.<\/p>\n

Businesses cannot exercise this consumer right.<\/p>\n

16.1 Withdrawal form<\/b><\/p>\n

Available via customer service or sales points.<\/p>\n

17. User portal usage conditions<\/b><\/h3>\n

Content on FLOUTEL\u2019s website is for guidance only. FLOUTEL is not responsible for accuracy or consequences of usage. Third-party content is not guaranteed by FLOUTEL.<\/p>\n

FLOUTEL may modify site content at any time and is not liable for downtime, viruses, or external site content.<\/p>\n

Users must ensure submitted information is truthful and lawful.<\/p>\n

18. Liability exclusion<\/b><\/h3>\n

Content on FLOUTEL.es is indicative only and FLOUTEL is not liable for its accuracy or consequences.<\/p>\n

FLOUTEL is not responsible for third-party content, site downtime, viruses, or linked websites.<\/p>\n

Users must act prudently and comply with applicable legal and third-party terms.<\/p>\n

19. Order refusal<\/b><\/h3>\n

FLOUTEL may refuse orders that violate law, general conditions, morality, public order, third-party rights, or FLOUTEL\u2019s reputation. If payment was made, it will be refunded.<\/p>\n

20. Service cut-off<\/b><\/h3>\n

Service may be cut without notice if illicit acts are detected or upon request by authorities.<\/p>\n

21. Warranty<\/b><\/h3>\n

Installation has a one-year warranty excluding misuse, external causes, unauthorized repair, negligence, accidents, floods, power surges, lightning, or force majeure.<\/p>\n

Routers have a two-year warranty.<\/p>\n

22. Information and modification<\/b><\/h3>\n

FLOUTEL guarantees these conditions have been made available prior to contracting. Customers must review them regularly. Invalid clauses do not affect the rest.<\/p>\n

23. Unique General Conditions<\/b><\/h3>\n

These Conditions replace all prior ones.<\/p>\n

23.1. Applicable law, jurisdiction and validity<\/b><\/p>\n

Spanish law applies. Consumers may claim from their local jurisdiction.<\/p>\n

Otherwise, parties submit to the courts of Manresa (Spain) when:<\/p>\n

the buyer resides outside the EU where no jurisdiction treaty applies;<\/p>\n

the buyer is acting in a professional or business capacity.<\/p>\n

ANNEX 1: SERVICE TARIFFS<\/b><\/p>\n

FLOUTEL Fiber 600 Mb<\/b><\/p>\n

Fiber Service for \u20ac24.95\/month (VAT included). Symmetrical 600 Mb fiber + fixed line with national calling plan. Available nationwide. 12-month commitment.<\/p>\n

FLOUTEL Fiber 1 Gb<\/b><\/p>\n

\u20ac32.95\/month. Symmetrical 1 Gb fiber + fixed line with national calling plan.<\/p>\n

FLOUTEL Fiber & Mobile 600 Mb + 100 GB<\/b><\/p>\n

\u20ac29.95\/month. Fiber 600 Mb + fixed line + mobile line with 100 GB and unlimited national calls. Up to 4 additional mobile lines may be added for \u20ac15\/month each (first at \u20ac5 under certain offers).<\/p>\n

FLOUTEL Fiber & Mobile 1 Gb + 100 GB<\/b><\/p>\n

\u20ac37.95\/month. Same as above but with 1 Gb fiber.<\/p>\n

All bundles include interpersonal calls\/SMS, national usage, and EU roaming under fair use rules. Premium numbers, special-rate numbers, and non-EEA roaming excluded.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

GENERAL CONDITIONS FOR MOBILE, FIXED AND TELEVISION COMMUNICATION SERVICES FOR CUSTOMERS 1. Purpose These General Conditions apply to the Mobile, Fixed, Television and other value-added Communication Services (any of them, the Service or the Services) provided by Neutralia Operador Global S.L.U., a Spanish company domiciled at Calle Era Esquerra, 18, 08242 Manresa (Barcelona), operating underContinue reading “General conditions”<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"class_list":["post-536","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.floutel.com\/en\/wp-json\/wp\/v2\/pages\/536","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.floutel.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.floutel.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.floutel.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.floutel.com\/en\/wp-json\/wp\/v2\/comments?post=536"}],"version-history":[{"count":1,"href":"https:\/\/www.floutel.com\/en\/wp-json\/wp\/v2\/pages\/536\/revisions"}],"predecessor-version":[{"id":537,"href":"https:\/\/www.floutel.com\/en\/wp-json\/wp\/v2\/pages\/536\/revisions\/537"}],"wp:attachment":[{"href":"https:\/\/www.floutel.com\/en\/wp-json\/wp\/v2\/media?parent=536"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}