Terms and Conditions

Terms & Conditions

General

About the Company
  • In Compliance with the Law 34/2002 of the 11th of July, of services of the Information Society and Electronic Commerce we inform you that: The Corporate name of the Company is AHIMAS EUROPA NETWORK SL, CIF B87985990 and registered office at CAMINO DE LAS CEUDAS Nº2 BIS, 28230, LAS ROZAS DE MADRID, MADRID.
To contact us, you can either: Telephone: 965 796 736 Email: info@europa-network.com Postal Address: AHIMAS EUROPA NETWORK SL Carretera Cabo La Nao-Pla Nº81 03730 Javea, Alicante

About the Website
  • AHIMAS EUROPA SL, from here on AE, reserves the right to modify at any moment and without notice, changes or updates of information contained on their website or in the configuration and presentation of this. AE does not guarantee the absence of errors in accessing the website, in its contents, or updating of this.
  • Our website uses cookie to offer you a better service. If you continue to browse, we consider that you accept the use.
Liability and Data Protection
  • AE is not obliged to respond in any way for the damage or loss caused to the customer or third parties or the loss of income that comes from errors, defects or interruptions of service, caused by the customer or for reasons that our out of the control of AE.
  • AE will respond in the cases of interruption of service, not attributable to the customer, returning to the customer the apportionment of the services that could not be enjoyed at that time. The periods have to be justified by the customer on the system. No claims will be processed if there are not incidences reported by the customer and AE was not knowledgeable of it by other means.
  • If AE believes that a customer is using the service against the integrity of the Network and degrading it, AE can use any method to continue their duty of preservation. It is completely forbidden to manipulate the equipment supplied;in which case the customer will be penalized.
  • The customer will not be able to transfer or assign their contractual position with AE to third parties, without the consent or written approval of AE.
  • AE can transfer the service to third parties, and the customer will be informed.
  • The customer authorizes AE to use all necessary data in the process of preassignment and activation of all telephone numbers, maintained with the provider in accordance with the “Ley Orgánica 15/1999 de 13 de December, de Protección de Datos de Carácter Personal”. AE will keep in private and confidentially all data and can also have access to them.
  • We collect and use personal data only as it might be needed for us to deliver to you our latest offers, products, and services.
  • We collect information so that we can provide the best possible experience when you utilise our Services.  Much of what you likely consider personal data is collected directly from you when you:– Create an account or purchase any of our Services (eg: billing information, including name, address, credit card number);– Request assistance from our customer support team (eg: phone number); – Complete contact forms or request newsletters or other information from us (eg: email); or – Participate in contests and surveys, apply for a job, or otherwise participate in activities we promote that might require information about you.
  • We strongly believe in both minimising the data we collect and limiting its use and purpose to only that (1) for which we have been given permission, (2) as necessary to deliver the Services you purchase or interact with, or (3) as we might be required or permitted for legal compliance or other lawful purposes.
Payment methods
  • Valid payment methods are: Direct Debit or charging credit/debit card. On the monthly invoice, all the services are prepaid, with the exception of call charges which are post-paid
Non payments
  • Any delay or lack of payment for services may lead to suspension of services until payment occurs. AE will contact the customer is there are any problems with payment, so that the customer can rectify and make payment of the invoice. AE will take all necessary steps in order to recover the amounts due.
  • AE requests payment of invoices due and the costs incurred by the non-payment of the customer.
Cancellations
  • The customer has to cancel the service in writing.
  • The period for notifying any cancellation of service, will be between the 1st and 15th of each month. All the cancellations are processed on the 15th. Any cancellation notified after the 15th day of the month, will be processed the following month, the customer will be billed until the end of that month. Cancellation charges and any amount due to date; will be paid by the customer via debit or credit card.
  • All Fibre Optic contracts are on a 12 month term. Any cancellations before the term will result in a termination fee.
  • All ADSL contracts are on a 12 month term. Any cancellations before the term has ended will result in a termination fee.
  • All TV contracts are on a 6 month term. Any cancellations before the term has ended will result in a termination fee.
  • All MOBILE PHONE contracts do not have a monthly term.
  • A cancellation request MUST be sent by email and received by the 15th of the month to prevent a bill being generated for the following month.
Examples: -Request for cancellation received on the 12th of July, is billed until the 31st of July. -Request for cancellation received on the 21st of July, will be processed on the 15th of August, and billed until the end of August.

Payments
  • The customer has a 30 day deadline from the date of the invoice to express dissatisfaction about any charges. An incidence will be opened in the form of a ticket and it will be looked into to see if there is any credit due.
  • After the 30 days have passed after the invoice date, no credit will be issued. The customer is required to look over their invoice in that period of time.
  • No credits will be raised for post & packaging charges, or return postage, this will be paid by the customer.
  • No credits will be raised for bank return charges, the customer will have to accept them.
  • No credits will be raised for loss of service due to the customer.
  • No credits will be raised for equipment (STB, USB Dongle, etc.).
  • No credits will be raised for administration fees (New Fibre Optic, ADSL, New Line Rental, New Mobile Service, etc.)
Equipment
  • All equipment is preconfigured by AE. No installation is necessary on the customer’s behalf, only to plug in.
  • If the customer has a Smart TV or our TV decoder, it is recommended to use a wireless USB if the router is too far away from the TV.
  • All equipment will be shipped or delivered to the customer once they have been paid for.
Shipments
  • The equipment and Post & Packaging have to be paid for preparing the delivery.
  • Once the delivery is prepared, a text message will be sent to the customer’s mobile phone with the tracking number so that they can track the shipment.
  • The shipments take between 4-5 days in the Peninsula, for the Canaries and other destinations in Europe; the shipments may be delayed a few days.
  • On the 1st of each month, the services are prepaid, of the exception of call charges which are post-paid.
  • The invoices are sent to the bank from 1€. If there is an invoice for less than 1€, it will be added on to the next invoice.
  • The customer has access to view their billing, consumption, etc. from our website.
  • The new services started that month, will be prorated.
  • Any complaints over invoices or payments can be made only for 30 days counted from when the complaint happened. To manage the complaint of the customer, it is necessary that they contact us via email at the address billing@europa-network.com which will be treated with priority.
General complaints
  • The customer will contact the relevant department for managing the problem, if after the steps taken by the departments, they have not been able to give them a solution or, if they think they need to claim, they will need to contact complaints@europa-network.com
Jurisdiction
  • In case of conflict, both parties agree to submit to the jurisdiction of the Courts of Madrid.

Services

FIBRE OPTIC & ADSL
  • A new landline number will be issued once the installation has been completed.
  • Fibre Optic & ADSL is prepaid.
  • The speed that the business offers you over the phone is not 100% guaranteed given that it depends on the availability of the line. We offer the speed according to confirmation from Movistar, depending on the area.
  • If you could not register with the contracted speed, the customer will be informed and will decide if they want to go ahead with an inferior speed or cancel.
  • The wireless router will be shipped once the service is contracted to assure that in the moment of activation, the customer can begin to use the service. AE is not responsible for occasional loss of service if the causes are attributable to the customer.
  • Special offers are not cumulative. They are only valid for new customers, once the special offer has ended, the normal price of the service will be applied.
TV
  • There are two channel packages: Free & Premium. Depending on the availability of the channels, the customer will have to consult with the business which channels are included in each package and the price of Premium.
  • The monthly Catch Up service has to be paid, unless the current offer deems otherwise in the moment of the sign up.
  • The Set Top Box does not include an Ethernet cable.
  • Special offers are not cumulative. They are only valid for new customers, once the special offer has ended, the normal price of the service will be applied.
Fixed calls
  • All calls made from Spain to free numbers to other countries are billed. The only calls which are free are calls made to free numbers of Spain, for example 900 numbers (remember 901, 902, … are not free numbers).
Line Rental
  • The customer, who wants to enjoy their line rental with AE, will have to send the contact address from their latest Movistar bill.
  • The activation of the line rental has a processing charge which the customer has to pay to AE and will be informed when the service is contracted.
  • The line rental with AE includes free access to the Voicemail function.
  • AE is not responsible for occasional loss of service if the causes are attributable to the customer.
Mobiles
  • For the activation of the mobile service, the customer will have to sign all the necessary documents and provide a copy of their identity document (NIE, Passport, DNI).
  • On receipt of the correct documentation and notification that the sim has been received, the portability of your existing mobile number will commence. This will be active within 48 hours, provided they are working days. Alternatively a new number can be activated upon request.
  • To use the mobile service, the customer will have to have an unlocked phone for Spanish telecommunications operators.
  • AE is not responsible for occasional loss of service if the causes are attributable to the customer.
  • Voicemail service dial 242.
  • Customer Service contact number is: +34 965 796 736
  • The packages that we offer are on a rolling monthly contract. There is no requirement to top up as the allowances are refreshed on the 1st of each month.

  • ROAMING SERVICE CONDITIONS
    • 1. SERVICE PROVISION IN ROAMING;The Roaming Service provision allows the services of mobile electronic communications that the client has contracted can be used when the client travels abroad, once he has the active service, and as long as it is available at depending on the country visited. They are excluded from these conditions international calls and messages (originating in Spain and destination any other country).
    • 2. SERVICE ACTIVATION IN ROAMING;To activate roaming, the client must request it through email. The service can be activated / deactivated upon customer request at any time by contacting our Customer Service.
    • 3. PRICE; The price of the service will depend on the country where you are:
    • 3.1. ZONE 1 ZONE: ROAMING YEEE (*): As of June 15 In 2017, traffic carried out within Zone 1 or EU Zone will be charged according to the conditions of your national rate there is no surcharge for use your mobile in any EU country and EEA (*). – Calls: Roaming voice traffic will be billed at the price per minute and call establishment of the rate that each client have hired for national traffic. In case of a rate with voice franchise, traffic taken in Roaming will compute within the contracted franchise; once it is used up, it the same conditions as your national rate will apply. Calls received by the customer will not be charged and will not be counted within the national voice franchise. Also, the caller from Spain to the line that is in Roaming will pay the price of a National call depending on the conditions of your rate. – Messages: the traffic of messages sent in Roaming will be billed at the price of the message indicated in the national rate that each client have hired. In the case of a duty-free rate, the messages taken in Roaming will compute within the franchise hired once it is used up, the same will apply conditions than your national rate. SMS received while abroad will not be charged and not they will compute within the contracted SMS franchise. – Data: Roaming data traffic will be billed at the price for Gb of the rate that each client has contracted for national traffic. In case of a data-free rate, the traffic taken in Roaming will compute within the data franchise hired Once the franchise is over, they will be applied conditions you have for national data traffic: payment for use at maximum speed, speed reduction or use of services that expand the franchise of the contract.
    • 3.2. REST OF AREAS: – Calls: Roaming voice traffic will be billed according to the Roaming fee applicable in the corresponding country. They will be charged both calls made by the user and those received. The person calling from Spain to the line that is in Roaming will pay the price of a national call depending on the conditions of your rate. – Messages: Roaming SMS traffic will be billed according to the Roaming fee applicable in the corresponding country. The SMS that received while abroad will be free for the client. – Data: Roaming data traffic will be billed according to the Roaming fee applicable in the corresponding country. You can find all roaming rates by visiting our main office or by telephone +34 965 796 736. (*) European Union (EU) countries and European Economic Area (EEA): Germany, Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Slovakia, Slovenia, Estonia, Finland, France, Gibraltar, Greece, Guadeloupe, Guyana French, Holland, Hungary, Ireland, Martinique Island, Reunion Island, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Norway, Poland, Portugal (Madeira and Azores), United Kingdom, Czech Republic, Romania, Sweden and Spain – only for the purpose of the destination area.

      INTERNATIONAL CALLS CONDITIONS
    • 1. INTERNATIONAL CALLS; You can add International minutes to your mobile package, simply contact our sales team. (100min/5€ inc IVA) (300min/12€ inc IVA). International calls can be made to the following countries without incurring a fee: In Europe: Germany, United Kingdom, France, Italy, Ireland, Netherlands, Poland, Romania, Hungary, Greece, Croatia, Slovakia, Czech Republic, Russia, Kazakhstan, Lithuania, Austria, Denmark, Finland, Iceland, Sweden and Norway. In America: United States of America, Canada, Colombia, Argentina, Mexico, Brazil, Panama and Paraguay. In Asia: China, Hong Kong, South Korea and Japan. You will be charged for any calls made to countries not listed above. If you use more international minutes than those assigned to your mobile package, the price of the call, and connection charge will be the standard of each destination. Please contact our customer support team for call rates.

      FIXED LINE + MOBILE CONDITIONS
    • 1. Special Numbers Please be advised calls to special numbers will incur a fee. This includes numbers beginning with the following: 800, 803, 806, 807, 900, 901, 902, and 905 numbers. Please contact our customer support team for more information.

      DATA RATES + MINUTES
      By exceeding the total voice minutes included in the tariff, a calling fee of € 0.1815 (VAT included) will be applied, plus € 0.036 / minute (VAT included). The price of the SMS is € 0.0968 (VAT included). Additionally, rates include 1,000 free minutes in calls to other Ahimas Europa lines. After 1,000 minutes, the standard price per minute of the rate will be applied. Once the data navigation is exceeded, a speed reduction of 128Kb is applied until the end of the month.

      6GB MOBILE DATA (summer)
      During the months of July, August, and September Ahimas Europa mobile customers receive an additional 2GB data to use each month. Only applicable to customers with an active mobile data package. Roaming conditions still apply. 2GB extra data can’t be exchanged, transferred, redeemed, replaced or refunded for cash.

      WiMax
      • The Price of the installation of the service includes: installation and use of the wireless router and antenna. The equipment is owned by AE, in the moment of cancellation the equipment will have to be de-installed or the customer will be penalised
      • If the customer lives in a building, they will need to have access to the community terrace or to be able to install it on their balcony, or they will need to have permission from the neighbour community.
      • AE is not responsible for occasional loss of service if the causes are attributable to the customer.
       

      UK TV app, Terms & Conditions

      These Terms apply to our Ahimas Europa Network UK TV app service, which includes; on demand programme services. Your access and use of the UK TV app service constitutes your acceptance of these terms and conditions, which apply whether you downloaded the app, or are a registered user. Please read them carefully before you use the TV app. Upon downloading the app you automatically receive a 7 day free trial. Once the 7 day trial period has concluded, your TV service will cease. If you wish to continue use of our service, please contact us to reactivate your account – we charge a cost of 2.95 +IVA per month for the UK TV application service.

      Terms
      • 1.1 Ahimas Europa Network reserves the right to change these Terms at any time by posting changes online. You are responsible for regularly reviewing information posted online to obtain timely notice of such changes. Your continued use of the UK TV app service after changes are posted constitutes your acceptance of these Terms, as modified from time to time by any posted changes. If you do not agree to the Terms, please refrain from using the TV application.
      • 1.2 Your use of the TV application is also subject to our Privacy Policy and Cookie Notice, which contain information about how we use your data. Additional terms may apply.
      • 1.3 These Terms apply regardless of the type of device you use to access the TV application, for example computer, laptop, mobile phone, smart phone, smart TV or tablet.
      • 2.1 All rights, including without limitation, copyright, database rights and trade mark rights in the TV application and its contents, whether audio, text, images, video or any other form, are owned by or licensed to Ahi+Europa Network, or otherwise used by Ahi+Europa Network as permitted by applicable law. The Content is protected by copyright laws and treaties around the world. All such rights are reserved to Ahi+Europa Network and/or our licensors.
      • 2.2 You agree that you will access the TV application solely for your own private use and not for any commercial or public use. You agree that you may not copy, reproduce, republish, download, post, adapt, distribute, store in any medium, broadcast, transmit, re-transmit, modify, or show in public all or any part of the Content without the prior written permission of Ahi+Europa Network or in accordance with the Copyright, Designs and Patents Act 1988. Any use of the Content not expressly permitted by these Terms is prohibited unless authorised in writing by Ahi+Europa Network.
      • 2.3 If you copy or download any content provided through our TV service in breach of these Terms, your right to use the TV application will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

        REGISTRATION & YOUR PRIVACY
        • 3.1 In order to access certain features and enjoy the full benefit of what our TV application has to offer, you will need to register creating a user account, which will require you to submit some personal information. We take your privacy very seriously. Ahi+Europa Network will use the personal information you submit in the registration process and store company records. By using the TV application you acknowledge and confirm that you have had the opportunity to read the terms of our Privacy Policy and Cookie Notice.
        • 3.2 You must be over the age of 16 to create an account with us. If you are under the age of 18 you must have a parent or guardian’s permission to use the TV application and your parent or guardian should be the one to register for our TV service.
        • 3.3 We reserve the right at any time to suspend or terminate your Account with Us where We deem your use of the TV application breaches any of these Terms or our Privacy Policy or otherwise if the operation of the TV services are terminated and/or significantly change in nature.
        • 3.4 You may terminate your account by contacting us at: +34 965 796 736

          DISCLAIMER
          • 4.1 While we take every care to ensure that the service provided on the TV application is accurate and complete, some of it is supplied to Us by third parties and We are unable to check its accuracy or completeness.
          • 4.2 Ahi+Europa Network does not warrant that the functions contained in the Content contained in this TV application will be uninterrupted or error free, that defects will be corrected, or that the service is free of viruses or bugs or represents the full functionality, accuracy, reliability of any or all of the Content.
          • 4.3 In no event will Ahi+Europa Network be liable for any damages including, without limitation, indirect or consequential damages, or any damages whatsoever arising from use or loss of use

            PRIVACY POLICY
            We take the protection of your privacy seriously. This Privacy Policy explains what personal information we collect about you, how we use it and the steps that we take to ensure that it is kept secure.
          • 5.1 Our legal status under applicable data protection law is that of a “data controller” (meaning that we decide the purposes for which and the ways in which your personal information is collected and used) and in this capacity we will securely store and process your personal information.
          • 5.2 The better we know you the better we can make UKTV’s digital products and services work for you and give you a more personalised experience. In addition to information that you provide to us (e.g. when registering an account or contacting us), we also collect information about your visits to and use of our TV application through the use of cookies
          • 5.3 Like most companies, we also use cookies to collect some of this information. Please see our cookie policy for further information on how we and third parties use cookies to collect and process information about your use of our UK TV application
          • 5.4 We will use your personal information when, it’s necessary to fulfill a contract with you: in particular, in providing and delivering the UK TV application. When it’s in our legitimate interests to do so and when these interests are not overridden by your data protection rights: in particular:⁃ facilitating the creation of, and securing users’, accounts on UKTV’s network;⁃ communicating with you;⁃ monitoring and improving our UKTV application and for statistics and analytics purposes, which may include analysing the effectiveness of our marketing campaigns;⁃ resolving disputes and/or troubleshooting problems;⁃ for system administration purposes (please note that the information used for these purposes is limited to statistical data about your browsing actions and patterns); and to help us personalise the services and communications you receive (including tailored advertising)
          • 5.5 You should be aware that if we are requested by the police or any regulatory or government authority investigating suspected illegal activities to provide to them your personal information and/or information concerning your activities whilst visiting the site, we shall be entitled to do so.
          • 5.6 We will retain your personal information, whether or not your account is active, for as long as we reasonably believe it necessary to fulfill our business purposes or to comply with applicable law, audit requirements, regulatory requests or orders from competent courts.

            Cookies
            • 6.1 Some cookies are essential in order to enable use of our TV application. Without these cookies, services like enabling appropriate content based on your type of device cannot be provided. Typically, these would do things like enable mobile phone users to use the UKTV Digital Services or enable error reporting/debugging.
            • 6.2 We also use cookies to change the way our UKTV Services behave or look in order to improve your experience. We use our own cookies and/or third party cookies to see how you use our UKTV Services, e.g. to track errors.
            • 6.3 In order to place cookies on your device, we require your consent, which we will obtain when you first download our UK TV application. If you don’t want to allow cookies, refer to your browser settings.If you have any other questions, or queries please contact us at; +34 965 796 736