Legal

Terms & Conditions

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FREEDOM CONEXION GROUP, S.L. (hereinafter, "THE COMPANY" or "THE PROVIDER")

CIF: B76743616

Registered address: Avenida de Moscú 38, Local 3, 38660 Adeje, Santa Cruz de Tenerife

Registry data: Commercial Registry of Santa Cruz de Tenerife, Volume 3517, Book 63, Page TF-59509, Entry 1 of August 3, 2017

CNMC registered operator: File RO/DTSA/0743/24

Commercial address: C.C. AquaMall, Avenida de Moscú, Costa Adeje, 38679, Tenerife

Support email: support@freedominternet.eu

Contact phones: +34 822 263 028 / +34 622 63 93 99 / +34 680 888 699

AND THE CLIENT, whose data is contained in the Annex "Client Data". Both parties acknowledge the legal capacity necessary to contract and bind themselves.

FIBER OPTIC SERVICE TERMS

1. Nature of the Fiber Service and Legal Framework

The Fiber Internet Service (FTTH) provided by Freedom Conexion Group, S.L., CIF B76743616, is delivered through third-party wholesale telecommunications networks, including NEBA, indirect FTTH, and white-label fiber wholesale platforms. Freedom Conexion operates exclusively as a retail operator, under CNMC registration RO/DTSA/0743/24, and therefore does not control the physical fiber infrastructure, installation procedures, fault repair times, or the scheduling and dispatch of field technicians.

In accordance with Ley 11/2022, General de Telecomunicaciones, particularly Articles 4, 67, 109, and 110, and Real Decreto 899/2009, Carta de Derechos del Usuario, the Client acknowledges and accepts that the Company depends entirely on wholesale operators to activate, maintain, and repair fiber services, and that the Company cannot guarantee exact installation dates, technician arrival times, or real-time coordination of wholesale technical operations.

The service is also governed by Orden ITC/1030/2007 (Quality of Service), RDL 1/2007 (Consumers and Users), Reglamento Europeo 2016/679 (RGPD), and Ley Orgánica 3/2018 (LOPDGDD).

2. Installation Conditions for Fiber Service

Fiber installation is performed solely by wholesale technicians. The Client must ensure access to all relevant technical areas, including community telecommunications rooms (RITI/RITU) or other required conduits. If access is denied or unavailable, installation cannot proceed and must be rescheduled, and such delay shall not be attributable to the Company.

Technician Communication Requirements and Possible Delays

Wholesale technicians communicate exclusively through Spanish mobile telephone numbers. If the Client does not possess a Spanish mobile number, the Company may assign a temporary forwarding number for coordination purposes. However, wholesale communication is not in real time, and Freedom Conexion does not have access to the wholesale operator's live dispatch systems or technician availability data.

As a result, installation delays may occur due to:

• missed calls by the Client,
• the Client being unavailable at the time of technician contact,
• technicians calling outside the Company's support hours (09:00–18:00),
• the technician proceeding to other appointments due to lack of immediate confirmation,
• wholesale scheduling constraints, or
• delays in receiving updates from the wholesale operator.

The Client accepts that Freedom Conexion cannot guarantee exact installation times or real-time updates and is not liable for delays or failed appointments resulting from technician workload, routing, missed calls, lack of access, or the operational limitations inherent to wholesale coordination.

Installation Fee and Permanence

Fiber installation is free of charge only when the Client agrees to a 12-month permanence period. If the Client cancels the service before the completion of the 12 months, a penalty of €150 + IGIC shall apply. This is permitted under Article 67 of Ley 11/2022, which authorizes permanence agreements when penalties are proportional to the benefit received (in this case, subsidised installation and wholesale activation costs).

3. Equipment Ownership and Return

All fiber equipment—including routers, ONTs, power supplies, and accessories—remains the property of Freedom Conexion unless otherwise documented.

Upon cancellation, the equipment must be returned within 15 working days. Failure to return equipment shall result in a €150 + IGIC equipment replacement fee. This requirement is supported by Código Civil Article 1123–1124, concerning recovery of assets and contractual obligations.

4. Billing, Payment Methods, and Direct Debit Requirements

Fiber service is billed post-paid, meaning the Client pays after the service has been used. The final invoice is issued in the month following the cancellation date.

Spanish Bank Account Requirement

SEPA direct debit requires a Spanish IBAN (ES). Direct debit cannot be set up with foreign IBANs (including GB, BE, or other EU and non-EU accounts).

Clients who do not have a Spanish bank account must choose one of the following:

• Prepay 12 months in advance, or
• Provide a refundable €150 deposit, which will only be refunded upon the successful completion of the 12-month permanence. If the Client cancels early, the deposit is forfeited.

Bank Fees, International Transfers, and Revolut

The Client is responsible for any international transfer fees or deductions. Payments made from UK/GB accounts often incur €18–€20 charges; these will be added to the Client's invoice. Revolut payments originating from a GB IBAN are treated as international transfers and may incur fees for which the Client is responsible.

Failed Direct Debit

If the Client's direct debit is returned unpaid, a fee of €8 will be added to the next invoice to cover SEPA return fees and administrative processing.

5. Late Payment Rules (Fiber)

If the Client fails to pay on time:

• After 1 month of non-payment, the connection will be blocked, and a €5 reconnection fee will apply upon settling the outstanding invoice.
• Continued non-payment during a 12-month contract authorises the Company to report the unpaid debt to ASNEF, BADEXCUG, or CIRBE.

Legal Basis for Debt Reporting

Debt reporting is permitted under:

• LOPDGDD Article 20 – Credit Information Systems
• RGPD Article 6(1)(f) – Legitimate Interest
• Ley 11/2022 – Operator rights regarding non-payment

A debt may only be reported when:

• The debt is certain, legitimate, and overdue;
• The Client has been informed;
• The debt is not disputed;
• The amount is payable and enforceable.

6. Cancellation of Fiber Service

The Client may cancel fiber service by providing a minimum of one full month's notice. The service will be disconnected within 72 hours after the end of the notice period.

If the Client has not fulfilled the 12-month permanence period, the early cancellation penalty of €150 + IGIC will apply.

The Client must return all equipment within 15 working days. Failure to do so results in the €150 + IGIC equipment fee.

7. SLA, Fault Resolution, and Compensation (Fiber)

Because the Company relies on wholesale operators, fault resolution times may extend to up to 14 working days, which is legally acceptable under Orden ITC/1030/2007 and Ley 11/2022.

Compensation is only applicable if:

• The interruption exceeds eight consecutive hours, and
• The cause is directly attributable to the operator or wholesale provider, and
• The Client has complied with access and cooperation requirements.

Compensation is calculated proportionally in accordance with Real Decreto 899/2009, Articles 15 and 16.

No Compensation is Provided For:

Under Ley 11/2022, Article 110.6, compensation does not apply in cases of:

• Power outages caused by electrical companies,
• Criminal acts, including vandalism, theft, sabotage,
• Damage or interference caused by third-party construction,
• Internal wiring faults within the Client's home,
• Wi-Fi performance issues or router misconfiguration,
• Community refusal of access,
• Weather events such as storms or high winds,
• Force majeure.

The Client acknowledges that failure to answer technician calls, lack of access to property, or any failure to cooperate may extend repair times and void eligibility for compensation.

8. Call-Out Fees (Fiber)

If a technician determines that a fault originates from the Client's premises, internal wiring, configuration, lack of electricity, or any issue not attributable to the wholesale network, the Client must pay a €85 (IGIC included) call-out fee, plus the cost of any replacement parts.

9. Final Provisions and Legal Jurisdiction

This agreement is governed by the laws of Spain. Disputes may be referred to:

• the Oficina de Atención al Usuario de Telecomunicaciones (SETID),
• local consumer authorities (OMIC),
• the CNMC for operator-related matters, or
• the courts corresponding to the Client's place of residence, pursuant to consumer protection legislation.

WIRELESS INTERNET SERVICE TERMS (WISP)

1. Purpose of the Contract

This contract regulates the provision of fixed wireless Internet access service (WISP) via outdoor antenna, including: installation of necessary equipment, initial configuration, corrective maintenance, and repair and replacement when appropriate.

All governed by: Ley 11/2022, General de Telecomunicaciones; Real Decreto 899/2009, Carta de Derechos del Usuario; Orden ITC/1030/2007, Quality of Service Parameters; RDL 1/2007, Consumer and User Defense; RGPD (EU 2016/679); Ley Orgánica 3/2018 (LOPDGDD).

2. Duration and Contract Plans

THE CLIENT may contract one of the following options:

a) Standard contract (no commitment)

• Installation: €60 (non-refundable)
• Cancellation: at any time with 7 days notice
• No penalty for cancellation

b) 12-month contract

• Installation: FREE
• Early cancellation penalty: €60 (IGIC included)
• Minimum commitment: 12 months

c) 6-month contract

• Installation: €30 (IGIC included)
• Penalty for cancellation before 6 months: €30

3. Equipment and Maintenance

Equipment ownership: Antennas, routers, POE, and cabling are the property of THE COMPANY, unless otherwise agreed in writing.

Maintenance and warranty: The warranty covers only the router and equipment installed by THE COMPANY. Damage due to weather conditions, power surges, or force majeure is the responsibility of THE CLIENT (art. 110.6 Ley 11/2022).

Antenna replacement: If not covered by manufacturer warranty, a cost of €40 (IGIC included) applies.

CLIENT responsibility: Reconnection or configuration of additional equipment (TV, consoles, cameras) is not included in the warranty.

Equipment return: Upon cancellation, THE CLIENT must return all equipment within 15 working days. Failure to do so will result in a non-return charge of €150 + IGIC.

4. Service Installation

Installation includes 30–40 cm antenna, cabling, POE, router, and up to 3 hours of technical work.

• THE CLIENT must obtain community permits for installation in common areas (rooftop, facade, terrace).
• An authorized adult must be present during installation.
• The technician will verify the connection on a CLIENT device.

Installation cost: €60 (no commitment contract), Free (12-month contract), €30 (6-month contract).

Additional or complex installations will require a prior quote.

5. Service Use Conditions

• Exclusively domestic/non-commercial use, unless written authorization is given.
• THE CLIENT will safeguard their passwords and may not tamper with the equipment or antenna.
• Valid speed measurements are via Ethernet cable. Wi-Fi tests are not accepted as reference.
• THE COMPANY may carry out scheduled interruptions for maintenance, notifying when possible.

6. Quality of Service, Incidents, and Limitations

THE CLIENT accepts that, due to the wireless nature, speed and stability may vary due to:

• Weather (rain, wind, humidity, fog)
• Physical obstacles
• Electromagnetic interference
• Rural or remote areas

This variability is inherent to WISP technology and does not constitute a contractual failure.

THE COMPANY will act to resolve incidents within a maximum of 14 working days, in accordance with Orden ITC/1030/2007.

Compensation: According to RD 899/2009 and Ley 11/2022, compensation only applies when the interruption exceeds 8 consecutive hours, and is entirely attributable to THE COMPANY.

NO compensation when the interruption is due to:

• Adverse weather conditions
• Force majeure
• Physical or electromagnetic interference
• Equipment tampering
• Lack of access to the property
• Scheduled maintenance with notice
• Lack of electrical supply in the home
• Vandalism or criminal activity

Exact times for technical visits are not guaranteed; only approximate time slots are offered.

7. Technical Visits Attributable to the Client

If the fault is due to THE CLIENT (disconnected antenna, tampered cables, lack of power, misuse), the following will apply: €35 for technical travel, cost of materials if applicable.

8. Payments and Billing

• Monthly fee: according to contracted rate.
• Payment methods: transfer, card, cash at office, Wise EU/UK.
• Billing on the 1st of each month; payment deadline 12 days.

If payment is not received on time: Automatic service suspension. Reconnection = €25 + outstanding debt.

Advance payments are non-refundable.

Payments from United Kingdom–GB must be made to WISE accounts, as banks charge commissions (€18–20). All bank commissions or exchange rate differences are the responsibility of THE CLIENT.

9. Default, Suspension, and Cancellation

Temporary suspension due to absence (minimum 1 month): Notice: 7 days. Cost during suspension: €12.30/month.

Service cancellation: Minimum 7 days notice. Installation (€60, €30 depending on contract) is non-refundable. In 6 or 12-month contracts, early cancellation penalty applies.

Continued non-payment: After 3 months without payment, the service will be permanently cancelled. To reactivate: Pay full debt, pay reconnection fee €15. New installation may be required.

Debtor registry (ASNEF/BADEXCUG): Overdue debts may be reported to credit information systems in accordance with art. 20 LOPDGDD and art. 6.1(f) RGPD.

10. Customer Service and Complaints

• Email: support@freedominternet.eu
• Free phone: +34 822 263 028
• Responses to complaints: maximum 1 month
• Official complaints form available
• THE CLIENT may contact: Consumer Affairs, SETID, CNMC or competent Courts

11. Data Protection (RGPD / LOPDGDD)

THE COMPANY will process THE CLIENT's data according to RGPD and LOPDGDD. THE CLIENT may exercise rights of access, rectification, deletion, objection, and portability at: support@freedominternet.eu

12. Contractual Modifications

THE COMPANY may modify conditions for legal, technical, or economic reasons, notifying with 1 month's notice. If THE CLIENT does not accept, they may terminate the contract without penalty.

13. Applicable Law and Jurisdiction

The contract is governed by Spanish law. Disputes will be resolved before the Courts of THE CLIENT consumer's domicile.

TERMS AND CONDITIONS — MONTHLY ACCUMULATIVE GB PLAN

FREEDOM CONEXION GROUP, S.L. – CIF B76743616

This mobile plan ("the Plan") is offered by FREEDOM CONEXION GROUP, S.L., with CIF B76743616, hereinafter "THE COMPANY", and is governed by the following general and specific conditions, as well as by current telecommunications regulations (Ley 11/2022, Real Decreto 899/2009, RDL 1/2007 on Consumers and Users, and other applicable regulations).

1. PURPOSE OF THE PLAN

The Monthly Accumulative GB Plan offers mobile data at maximum available speed (4G/5G) and unlimited calls to national landlines and mobile numbers within Spanish territory, both subject to the fair use conditions established in this document.

The plan is prorated, auto-renews monthly, and is compatible with 4G and 5G browsing according to wholesale operator coverage.

2. MOBILE DATA AT MAXIMUM SPEED (4G/5G)

The customer has a monthly data allowance at maximum speed according to the contracted plan. Once the data allowance is exhausted:

• The customer may continue browsing at 128 kbps until the end of the monthly cycle.
• Speed will be restored to maximum available at the start of the next cycle.
• Maximum speed browsing will depend on actual network coverage, congestion, technical conditions, and wholesale operator availability.

3. DATA ACCUMULATION (UNUSED GB)

The plan allows accumulation of unused national data from the previous month, under the following conditions:

• Only national GB corresponding to the main plan are accumulated.
• GB from additional bundles, promotions, or other products are not accumulated.
• Accumulated data can only be consumed during the following month.
• Data does not accumulate indefinitely.
• Accumulated GB are the first to be consumed each month.
• Accumulated GB cannot be consumed in roaming (RLAH).
• If the customer changes plans, accumulated data from the previous month is lost.
• Accumulated data calculation is based on the plan contracted at the end of the monthly cycle.

4. UNLIMITED CALLS – FAIR USE

The plan includes an unlimited national minutes bundle subject to fair use. Use of the line is prohibited for:

• SIMBOX or traffic termination systems
• Switchboards, mass forwarding, or automatic systems
• Call center services
• High-volume professional activities
• Mass or automated calls

If the customer violates these rules, THE COMPANY may apply the regulated rate:

• Call setup: €0.20 VAT incl.
• Price per minute: €0.10 VAT incl.

THE COMPANY may temporarily suspend or cancel the plan if it detects a pattern of abuse or fraudulent use.

5. SMS, SPECIAL AND INTERNATIONAL SERVICES

• National SMS: €0.30
• International SMS: according to destination
• Premium rate services, premium numbering, or special services: according to specific conditions
• Consumption not included in the plan will be billed separately

6. ROAMING (ZONE 1 – EUROPEAN ECONOMIC AREA)

The plan includes roaming data within Zone 1 (EEA) subject to the fair use policy (FUP), in accordance with Regulation (EU) 531/2012 and its amendment.

The customer may use up to 32 GB/month of the main bundle in Zone 1 roaming.

Conditions:

• Once the FUP limit is exceeded, EU-regulated rates will apply.
• Accumulated data cannot be used in roaming.
• Roaming calls and SMS will be billed according to current regulations.

7. ADDITIONAL BUNDLES (OPTIONAL)

If main data is exhausted, the customer may purchase additional bundles: 500 MB, 1 GB, 3 GB, 5 GB, 10 GB, 20 GB.

These bundles allow continued browsing at maximum speed and are not accumulative.

International voice bundles: 100 minutes, 300 minutes, 600 minutes.

These bundles apply only to international numbering included in their conditions.

8. RENEWAL, BILLING CYCLE, AND PLAN CHANGES

• The plan renews automatically on the 1st of each month.
• Additional bundles also renew on the 1st if recurring.
• Plan changes apply exclusively from the first day of the next cycle.
• If the plan is changed, accumulated data from the previous month is lost.

9. COMMITMENT AND CANCELLATION

• The plan has no commitment period.
• It can be cancelled at any time before the next monthly cycle.
• There are no penalties.
• Cancellation implies the loss of accumulated GB or active bundles.

10. FAIR USE OF SERVICE

The customer agrees to:

• Not share the SIM with third-party automated systems
• Not resell the service
• Not use the service for mass or professional traffic
• Not use non-approved devices that may affect the network

THE COMPANY may limit or suspend the service in cases of abuse, fraud, technical manipulation, or network violation.

11. PRICES, BILLING, AND PAYMENTS

• All prices include VAT.
• Additional consumption (special services, roaming outside Zone 1, international not covered by bundles, SMS, etc.) is billed in the following cycle.
• Non-payment may result in temporary or permanent service suspension according to THE COMPANY's default policy.

12. COMPANY LIABILITY

THE COMPANY shall not be liable in case of:

• Lack of coverage due to external causes
• Wholesale operator network congestion
• Service affected by technical incidents, maintenance, or force majeure
• Misuse of the service by the customer
• Blocks resulting from unreasonable use

13. PERSONAL DATA PROCESSING

Customer data processing will be carried out in accordance with RGPD (EU 2016/679) and LOPDGDD 3/2018.

Purposes: service provision, billing, customer service, and regulatory compliance. The customer may exercise their rights at: support@freedominternet.eu

14. CONTRACTUAL MODIFICATIONS

THE COMPANY may modify these conditions for technical, legal, or economic reasons, notifying at least 1 month in advance. The customer may cancel the plan if they disagree.

15. APPLICABLE LAW AND JURISDICTION

The contract is governed by Spanish law. Disputes will be resolved before the courts of the consumer customer's domicile.