Terms & Conditions OSC
1. Who Operates our Website?
Our website (www.orbitalsatcom.com) is operated by Orbital Satcom Corp., a company incorporated in Nevada, whose registered office is at 18851 N.E. 29th Ave, Suite 700, Aventura FL 33180, United States, and references to "we", "our" or "us" or "OSC" refer to Orbital Satcom Corp. If you make a purchase from our website, you are entering into a contract with us for the supply of the handset, other goods (as appropriate) and airtime.
2. How to get in touch with us
We welcome all customer feedback and if you have any questions, ideas or other comments about OSC, our customer services team is waiting to hear from you. If you have already bought something from us, it would help if you could have your invoice number and date of purchase to hand when you contact us.
COMPLAINTS if you are unhappy with any element of our service, please contact our customer service team at the address above or email us at [email protected] We would appreciate the opportunity to discuss your experience and offer a resolution.
EMAIL us at [email protected]
LIVE CHAT talk live to a customer service agent online – go to www.orbitalsatcom.com
CALL our customer service team on +1 305 560 5355 (lines are open Mon-Fri 9.00am-5.00pm EST)
WRITE to us at Customer Services Team, Orbital Satcom Corp, 18851 N.E. 29th Ave, Suite 700, Aventura, FL 33180, USA. We aim to respond to all customer letters within 3 days.
The following are the terms and conditions (called "these Terms") for the supply of goods and services by us. We may change these Terms from time to time without notice to you. However, unless specified otherwise, any changes will only apply to any orders received after the change. We intend to rely upon these Terms. If you want to change them, please make sure you ask for any changes to be put in writing before you place your order. This is to avoid any misunderstandings as to what we and you are expected to do.
It is important that you read and understand these Terms before ordering from us. If there is any term that you do not understand please notify our Customer Services Department before ordering from us.
Our offers will have specific terms which are applicable to them and these will be explained to you by phone or on our website at the relevant page. All offers are valid only for the periods stated in the relevant advertisement or on the relevant web page. The benefit of any contract entered into with us is personal to you and only you can enforce the contractual terms. If any provision of these Terms is unenforceable this will not stop the rest of these Terms from being enforceable.
Even if we do not exercise any of our rights on a particular occasion, that will not prevent us exercising those rights in the future. These Terms are governed by and construed in accordance with Florida law.
4. Placing an order
If you have agreed to pay for goods during a telephone call with us, the price will be the price what we tell you during our telephone call. If you order from our website (unless we have made an error) the price will be the price quoted on the online order form.
Occasionally we may make a mistake in the price quoted on our website or in an advertisement and if we have made such an error, then we will inform you of this as soon as we become aware of it and will tell you the correct price and ask you if you still wish to place a new order with us. If we have not heard back from you within 10 days, then we will assume that you did not want to place a new order and we will give you a full refund if you have already paid.
We reserve the right to cancel the contract between us if one or more of the goods you ordered were listed at an incorrect price due to a typographical error or because of an error in our website. If we do cancel your contract in such circumstances, we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.
By ordering from us, you agree that we are authorized to charge your credit or debit card with the amount shown on the online order form or the amount we agree with you over the phone. Foreign credit cards are accepted only after a complete verification has been completed with the issuing bank. We may request additional information such as proof of billing address or identity. We reserve the right to decline any credit card transaction. All card payments will be taken via PayPoint or Authorize.net. We are not responsible for any fees charged by your credit company for foreign currency transaction or other fees of any kind.
Once you are connected to your network, your first bill may not be for a complete month. The exact period will depend on the particular billing cycle that the network operates. We do not have any control over this but it does mean that any inclusive minutes and/or text messages and/or data allowances are pro-rated from connection up until the date of your first bill. This means that you may not have your full allowance or minutes/texts/data and we recommend that you check this with us before relying on any allowances in the first month. Monthly contract customers should refer to the separate billing terms and conditions specified in the monthly contract for your required plan. On most monthly contracts, your first month will be pro-rated with your final month charged in full regardless of the deactivation date.
For orders with a delivery address within Florida the applicable rate of state tax will be added to your order value.
No goods will be shipped without payment in full by credit/debit card or check payable to Orbital Satcom Corp. Goods are supplied subject to conditions of sale. We do not relinquish title of these goods until payment is received in full and checks are cleared.
All orders will be delivered by Fedex or other couriers if requested. Orders will be shipped within one business day of payment receipt. If goods are on back order, we will inform you by email and offer a refund if necessary. If your order is urgent, please let us know and will do our best to get the goods to you as soon as possible.
All deliveries must be signed for. If no one is available to sign for your order, then the courier may attempt to deliver to one of your neighbors. If no delivery is possible, a card will be left and parcel held at the local depot for you to collect or rearrange delivery. Depending on the shipping method chosen by you, parcels may be held for up to two weeks before they are returned to us. Should you wish to re arrange delivery please follow the instructions on the card left by our courier.
Be sure to check the condition of your package upon delivery and if it appears damaged we advise you not to accept delivery. We do not accept liability for damaged packing after you have signed to receive the goods. Always inspect the goods upon receipt. In the highly unlikely event that the wrong goods have been delivered or your items are defective or damaged, please inform us as soon as you can so we can rectify the situation. You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.
Under no circumstances will we be liable for any delays beyond our reasonable control (including delays by courier companies for any reason), delays caused by customs, or any delays which are caused by you. If you delay a delivery, our responsibility for everything other than damage due to our negligence will end on the date we agreed to deliver it. We are not responsible for duties, taxes or any other delivery or import charges you may be liable for, other than the shipping charge agreed at the time of your order.
If for any reason we are unable to provide you with the goods you have ordered, we will ensure that you are contacted as soon as possible, at which point we will offer you the choice of accepting available substitute goods or a complete refund.
6. Your returns options
If you are not satisfied with your purchase, OSC will exchange the item you purchased for a refund or store credit so long as the return date is no more than 5 days after the order is received by the customer.
Goods must be returned in their original packaging, unused, without defect and in a re-sellable condition.
If you wish to cancel, the quickest and easiest way to do this is to call our customer services team, who will arrange the cancellation straight away. Alternatively, you can email us or write to us, stating your wish to cancel and including your name, address, date of your order and the date you received your goods and our customer services team will contact you to process your cancellation.
It is your responsibility to return the goods to us. Please retain proof of posting, the goods remain your responsibility until they are received by us.
If you cancel your purchase and the goods that you return are damaged or have reduced in value because you have unreasonably handled them, we may recover the loss in value of the goods from you, or make a deduction from your refund (as appropriate).
New Contract and SIM-only connections: Please note that when you ask us to activate your SIM card you are agreeing that we can start your network services before the end of the cancellation period. If you then cancel your contract, we may charge you for the line rental and other network services you used before cancellation, together with any charges due for the remainder of the minimum contract term you agreed to.
Prepay and top-up voucher purchases: Please note that by requesting a top-up for your SIM card you are agreeing that we can start providing your network services before the end of the cancellation period and that by doing so, you lose your right to cancel your purchase of the top-up voucher. However, you still retain the right to cancel your contract for the purchase of any associated prepay device.
Faulty/Blacklisted and SIM Locked Equipment:If after receiving your SIM card from us you discover that your equipment is faulty, blacklisted or has been SIM locked by another provider we cannot offer a refund for your airtime unless you have not yet requested activation of your SIM. It is your responsibility to check that your equipment is fully functioning and not SIM locked before you buy airtime from us and ask us to activate it.
What if my goods don't work?
In the unlikely event that your goods don’t work we will do everything we can to help you.
Technical Support Helpline
Unless specified on our website, we offer free technical support to all our customers for the full warranty of their device. If you experience any technical issues with your goods please call our technical team Monday to Friday 9.00am–5.30pm on 01202 801290 or email [email protected]
Faulty* goods returned less than 28 days after your date of receipt
For all devices, please call our technical support helpline. We hope your device will be working as expected after your call, but if it's not, please call our customer service team and we'll happily look into providing an identical exchange (or a refund, for standalone and prepay devices only).
Faulty* goods greater than 28 days after your date of receipt
For all devices which are within the manufacturer's warranty period, should the Technical Support Helpline be unable to resolve your fault, then they will be happy to book your device in for a repair. This service is free of charge subject to manufacturer's warranty. Where there are circumstances which have reasonably prevented the return within 28 days we will happily provide an identical exchange**
Returning faulty items
Any item being sent back will need to be accompanied by an RMA form. You can submit an RMA request on gtc.rmaportal.com. We reserve the right to return any items sent back to the sender’s address that does not have an accompanying RMA form.
* We will not be able to offer an exchange or a free of charge repair where the faults are not covered by the manufacturer's warranty (for example accidental damage and moisture damage). In most cases accidental damage can be repaired but there will be a charge to do this, as accidental damage is not covered by the warranty, if you wish us to, we will gladly arrange a repair for you.
** The right to return faulty goods applies to the goods only and will not entitle you to terminate your network contract (where applicable) with your network provider.
Where a refund is provided for prepay devices, this will only be given in respect of the price paid for the goods and cannot be provided for any airtime and you should retain your SIM card to use any airtime purchased with the goods.
All exchanges are subject to stock availability.
Where possible, goods must be returned with the original and intact packaging.
Our returns policies do not affect your statutory rights.
7. Types of airtime offered by us
We offer post-paid and prepaid airtime. Unless otherwise stated when you purchase your airtime, post-paid airtime is paid for on a monthly basis with charges reflecting your usage during the previous month together with any contract charges. Prepaid airtime is paid for in advance and provides you with a pre-specified number of units which are available to use within a pre-defined time period.
Post-paid airtime rates will be stated in your Airtime Contract and on our website. Prepaid airtime charges and burn rates are available on our website.
We can at our discretion suspend your SIM card, deactivate its ability to make calls and/or disconnect it from the satellite network in the event of loss or theft or if we have reasonable cause to suspect fraudulent use of a payment card, the Customer’s SIM Card or Terminal or if you breach any of your undertakings under our terms and conditions.
8. Pay Monthly airtime
By completing an application for a monthly airtime contract with OSC you consent to us using the information you provide on the application to confirm your identity. We’ll make searches verify that the address you’ve provided us with is genuine and we’ll use a licensed credit reference agency to carry out a credit check. This credit reference agency will keep a record of our search and your application.
If you select post-paid airtime, we require you to complete an Airtime Contract. By signing an Airtime Contract with GTC you agree to pay any applicable activation, monthly service, service usage fees and any applicable taxes thereon. We reserve the right to change rates at any time and will give you 30 days’ notice of any price changes on monthly contracts. We reserve the right to terminate your Airtime Contract at any time.
OSC will invoice customers with post-paid contracts on a monthly basis. This invoice is due and payable upon receipt. We accept payment by credit card, PayPal or wire transfer. Customers are responsible for all airtime charges, including but not limited to direct airtime, long distance and roaming charges (if applicable), and charges for any customer-elected, value-added services (when available). Invoices will be issued in U.S. Dollars. Customer requests for monthly billing may be subject to credit approval and may be subject to required deposits and/or direct payment by credit card or a guarantee authorized against a valid accepted credit card.
If we do not receive payment for your Airtime Contract within 14 days of our invoice being issued, we will send you a reminder request by email using the email address provided in your Airtime Contract. If we still have not received payment within a further 14 days, we will send you a second reminder by email. We will deactivate your airtime service 5 days after our second reminder unless we receive payment in full and you will be responsible for paying and resulting deactivation fees. Should you wish to reactivate service following this deactivation you will be liable for any reactivation fees imposed by the satellite network operator and we cannot guarantee that the plan you reactivate on will be the same one that was previously available. We will not be held responsible for any consequences of any kind resulting from this deactivation if you have failed to provide us with an up-to-date email address and credit card information.
A late charge of 1.5% per month will be applied to each of the Customer’s service bills not paid by the due date. This late charge is applicable to the unpaid balance as of the due date. Customer shall pay OSC all costs including, without limitation, reasonable legal fees, the fees of any collection agency, and any other costs incurred by OSC in exercising any of its rights under the Agreement.
Customers wishing to cancel their Airtime Contract or deactivate their satellite phone service must contact OSC in writing or via email 30 days before the end of the contract term giving instructions to cancel service and must receive acknowledgement from OSC. If we do not receive instructions to cancel your phone service will be automatically renewed and fees will continue to be charged to your account.
Early terminations of Airtime Contracts with minimum terms are subject to a cancellation fee equivalent to the remaining basic monthly service plan fee due over the minimum term. Notice of termination should be given in writing and acknowledged by OSC. This does not affect your statutory rights.
OSC may at its discretion or at the Customer’s request apply a Usage Limit to the Customer’s account (which we may alter by advising the Customer) and may suspend the Customer’s service if this Usage Limit is exceeded. As our billing system is not instantaneously updated each time a call is made, the Usage Limit may be exceeded. The Customer will be liable for all Charges incurred including any Charges exceeding the Usage Limit. The Customer may be asked to pay any Charges incurred in excess of the Customer’s Usage Limit before Service is reinstated.
9. Prepaid Airtime
Prepaid airtime must be purchased in advance before credit is added to your SIM. Purchasing prepaid airtime does not instantly add the credit to your SIM. You will receive email confirmation once the credit has been added and is ready to use.
We are not liable for any increase in burn rates, reduction in validity periods or any other change imposed by network operators which have a negative impact on you after your prepaid airtime is purchased.
Prepaid airtime cannot be cancelled and no refunds will be given for prepaid airtime under any circumstances. If you have lost your SIM card and wish to transfer to a new SIM there may be a charge imposed by the network operator. There may be a fee to transfer your airtime from one SIM to another. If your SIM expires and is deactivated by your network, there may be a fee to reactivate it again.
10. Satellite Network Information
OSC shall not be liable for acts, omissions or failures of satellite network or cellular/GSM operators, equipment failures or modifications, acts of God, strikes, government actions, or causes beyond our reasonable control. OSC shall not be liable to its distributor or customer or any third party for any special, incidental, or consequential damages and OSC is specifically released from any such damages by Customer. Any liability of OSC for damages arising directly or indirectly from the performance of the agreement shall be expressly limited to the purchase price of the goods or services with respect to which damages are claimed.
Due to the technical nature of data setups and the inherent sophistication of data transmission through a variety of satellite and other operating systems, OSC makes no representation as to the success of voice or data calls through any satellite phone, terminal or any other type of system provided by us. Customer agrees that all data call attempts regardless of ultimate successful transmission and termination will be paid for and no credits will be given in the event of dispute of this nature. Along with potential incorrect use (i.e.: next to a building/obstruction), all satellite systems (including low earth orbiting satellite constellations) have inherent flaws and anomalies that can create dropped calls of either voice or data nature. Dropped calls will not be credited. We advise customers to check with us before purchasing equipment to ensure its suitability.
The Customer agrees to protect, indemnify and hold harmless OSC from and against all claims, damages and costs including legal expenses arising out of the Customer's use of this Equipment. OSC will not be liable for any expenses related to rescue operations or medical related expense resulting from the use of devices offering SOS emergency assistance functions. The ability to successfully send and receive text messages through your satellite phone or tracker (if applicable) is dependent on local mobile phone operators, some of which block text messages to premium rate numbers such as satellite phone numbers. There is no charge to receive a text message through your satellite phone but you may be charged by your network operator to send one. We advise you to check the cost of sending an SMS to a satellite phone with your network operator. OSC cannot be held responsible for any consequences resulting from unsuccessful text message transmissions.
Unless stated otherwise, all airtime, data and messaging rates are based on connections originating from anywhere within the satellite network operators’ coverage area using your satellite phone to contact landline and mobile numbers anywhere in the world. Calls to other satellite networks will be charged at a higher rate. There is no charge to receive a call through your satellite phone unless you have agreed to this. However, the person placing the call to your satellite phone will be billed at a rate determined by their phone network provider company (generally at an average cost of $10.00 -$12.00 per minute). Some network operators will not allow calls to be placed to satellite phones. We advise you to check with your cellular/GSM network as to the availability of making calls to satellite phones before placing an order.
Customer shall be responsible for obtaining any license, permit or permission from any governmental or regulatory agency which may be necessary for or imposed upon the operation of the Equipment. The Customer will exercise due care with the Equipment and will permit only qualified personnel to use and operate the Equipment. Customer will not use or operate the Equipment in any illegal manner or for any illegal purpose nor in violation of any law ordinance or regulation. Customer is responsible for reimbursing OSC for the cost of any rental equipment confiscated under such circumstances.
11. Security Deposit
Customers residing outside the US wishing to proceed with a SIM or device activation on a post-paid/monthly contract with Orbital Satcom Corp are required to provide a security deposit of $150 before an activation can be processed.
Upon receipt of the security deposit, completion of a signed Airtime Agreement, and this Security Deposit Agreement, the SIM or device will be activated in accordance with the airtime plan chosen on your Airtime Agreement.
Following activation of your SIM or device, we will issue monthly airtime invoices for monthly fees and any airtime charges and charge the credit card provided in your Airtime Agreement for the amount due. Upon termination of your Airtime Agreement, we will refund your deposit minus any outstanding charges due to us.
In the event of your credit card payment request being declined when we attempt to take payment for your monthly invoice, we will send a reminder and allow you a grace period of 7 days to provide an alternative method of payment. If we fail to receive an alternative method of payment from you, we will deduct the charges due on your airtime invoice from your security deposit. We will send a second request for alternative credit card details and if no alternative method of payment is received we will deactivate your SIM or device 5 days after our second reminder. Any outstanding charges, including deactivation fees, early termination fees and any other fees relevant to your contract will be deducted from your security deposit. You will also be liable for any charges incurred over and above the security deposit provided.
Should you wish to reactivate service following this deactivation you will be liable for any reactivation fees imposed by the satellite network operator and we cannot guarantee that the plan you reactivate on will be the same one that was previously available. It is your responsibility to ensure we have an up-to-date payment method and contact details on file and we will not be held responsible for any consequences of any kind resulting from this deactivation if you have failed to provide us with an up-to-date email address and credit card information.
No deposit shall accrue interest unless required by law and all other terms and conditions stated in our Airtime Agreement remain in force following execution of this Security Deposit Agreement.
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13. Terms and Conditions for RemoteMail Customers
By purchasing a remotemail subscription, to renewal or start your subscription, the customer consents to receive instructions on set-up of software which includes 30 minutes free support on set-up if required. The customer agrees that any support given over the initial 30 minutes will be chargeable at $50 ex VAT per hour. Orbital Satcom is unable to provide any support to customers using the software with equipment not purchased from Orbital Satcom unless they wish to pay the support fee of $50 ex VAT per hour. The customer must also be aware that some operating systems are harder to set-up for data connection than others. The customer should seek advice from Orbital Satcom on the compatibility of their operating system and equipment before purchase.