Correspondence
All correspondence between El Molino Systems S.L. and customer will/must be carried out in English and by email only. We send order confirmations, invoices etc. by email only in PDF format, you can download a free PDF reader at www.adobe.com.

Although you do not require a phone connection for your system we require a mobile contact number to enable us to provide you with technical support if needed You should always be able to contact us by phone from your desktop or laptop computer.

Orders
Orders can be placed via our special order page on our internet site or via our online shop. We require all personal information before we can process your order.

Self-Install
If self-install we cannot guarantee installations carried out by the client and as a result it is very hard to solve problems. We always advise that you use an experienced VSAT installer who has the required skills and equipment to install a system, this also makes it much easier to locate any problems after installation and give proper support. In cases of self-install only your hardware is guaranteed (and not installation) and support is limited to this.

In cases where we suggest an installer it should be very clear that they are completely independent of our company and as such we cannot take responsibility for the work carried out by them.  Any problems arising from a self-install/independent installer must be referred to the person who carried out the installation and not to our company.

Delivery and Transport
After we have received your payment into our bank account we will contact you for a final delivery/installation date. El Molino Systems S.L. does not accept any responsibility for loss or damage of goods during transportation; this is the full responsibility of the purchaser. There will be no refunds or replacement in any circumstances.

Customer details
It is very important to keep us updated of any changes to your personal/address details etc. Please inform us directly by EMAIL if one of the following details change:

1) Credit/Debit Card number, CVC security code and or Expire Date.
2) Name on the Credit Card.
3) Email Address.
4) Mobile phone number.

Service (subscription) payment schedule.
Any changes to your subscription (upgrade, downgrade, disconnection) must be sent to us by EMAIL within 24 hours after we have sent you Subscription Email Notification.

If we are not able to debit your card we will send you one reminder to settle your Credit/Debit Card account. If no authorisation and/or no reply is received within 48 hours after above reminder  we charge € 25,00 administration costs. If we cannot debit your Credit/Debit Card after reminder, subscription will end automatic at the end of the quarter. The reconnection fee after your subscription period will be € 35,00 Administration costs for changing subscriptions € 7,50  All prices are excl. tax. *First week.

The first service (subscription) period must be always paid before activation/installation. Following service, (subscription) period can be paid by Credit/Debit Card ONLY, we do not accept any other form of payment for service (subscription). All our prices are excl. Tax.

The minimum service (subscription) contract period is 12 months. In the case that an El Molino Systems S.L. registered modem has been passed over to a new user, the new user is only obliged to finish the remaining months of the contract period. Minimum payment is 3 months up front with an additional one month deposit or 12 months, no deposit. First payment is always 3 months up front plus the remaining days in running quarter. Subscriptions and all other payments for provided hardware and service are non-refundable in any circumstances.

Installation
All systems provided and installed by us are tested in our office before installation. This ensures that all systems are in working order before we leave our office and your house/office.

We connect all cables and make sure every thing is 100% up and running. Unless agreed otherwise we do not fix cables on walls, install cables in pipes, or any other way to fix cables, this must be done by the owner at any later time.

We require a solid wall or floor for mounting the dish and a dry and safe place to place the Satellite Modem and other hardware. The maximum (and minimum) cable length between the Dish and the Satellite Modem is 25 meters (2 coax cables).

There must always be a safe entry/way to install a dish on a roof or wall. El Molino Systems S.L. does not refund a deposit if unable to carry out a safe installation.

Support and service
We give free phone support between Monday to Friday 10.00 H – 17.00 H as long as this is in relation to the satellite hardware and service (subscription). For other computer/satellite related questions you are welcome to call (provided that this is kept within reasonable limits) and we will try to help.

Please note that we are not responsible for any service (subscription) related problems (slow speed, no connection, browsing problems etc.). If there is a problem we will try everything to solve your problem as soon as possible but we can not be held responsible for problems concerning service (subscription). In case of hardware problems systems must be returned to our office. Warranty does not cover repair costs on site.

Warranty
The products and services provided by El Molino Systems S.L. are covered by the manufacturers Warranty terms and Service level agreements. Issues regarding the performance of the service (subscription) and the equipment should be directed to the manufacturers or service/satellite provider who will be able to deal your requests. El Molino Systems S.L. accept no liability for loss of data, personal injury, damage to property or hardware resulting from faulty equipment or loss of service. The guarantee does not cover any damage caused by an erratic power supply; damp, overheating or mechanical damage and we therefore strongly recommend that an anti-surge protector or UPS be used with all electronic equipment. Nor will a dish supplied/installed by us be covered if any external forces, other than normal weather conditions, change the alignment of the dish.

Network Equipment
You can connect multiple computers and laptops to an Satellite Modem remote terminal at no additional cost. To do this, you need additional networking equipment. For network setup, support and configuration, contact a local network supplier. El Molino Systems S.L. can supply and install additional network equipment but is not responsible for management and troubleshooting of this equipment, for this user needs a local company. Simultaneous use of high bandwidth applications by multiple users may result in degradation of network speed. Actual speeds may vary. Speed and uninterrupted use of service are not guaranteed.

VoIP
If you use VoIP on a satellite system, there will be always a short delay because of the latency. Be aware that Voip uses quite a lot of traffic, so make sure your subscription is high enough (Monthly Volume/Limit). Voip subscriptions are separate and not a part of your Satellite subscription. We do not guarantee any quality of a Voip connection via satellite or any other network.

GOS service conditions
User agree conditions stated in the “Grades of service documents” provided by the ISP/Satellite providers. "Grades of service documents" can be downloaded from our website.

Clients confirm that they have read, understand, agree and accept all the terms and conditions and acceptable usage policy as defined on the website www.europe-satellite.com, and as may be amended from time to time.