TERMS & CONDITIONS
About the company
In accordance with “Ley 34/2002, de 11 de Julio, de servicios de la sociedad de la información y de comercio electrónico”, we inform you of our company details: The company name is Cloud Fibre, S.L. with C.I.F. B426069057 and company address at 126, AVENIDA DEL PLACITA, Avinguda Arenal, S/N, 03730 Platja de l'Arenal, Alicante, Spain, registered at “Registro Mercantil de Alicante en el Tomo 4164; Libro 0; Folio 222; Hoja A162352, Inscripción 1”. Our contact details are:
- Telephone: 865 615 285
- Email: info@cloud-fibre.com
- Address: Centro Comercial Arenal, Carretera del Cabo La Nao-Pla, 126, 03730, Jávea, Alicante, Spain
General
Cloud Fibre do not warrant or represent:
- the completeness or accuracy of the information published on our website
- that the material on the website is up to date
- that the website or any service on the website will remain available
We reserve the right to discontinue or alter any or all of our website services, and to stop publishing our website, at any time in our sole discretion without notice or explanation; and save to the extent expressly provided otherwise in these terms and conditions, you will not be entitled to any compensation or other payment upon the discontinuance or alteration of any website services, or if we stop publishing the website. Our website uses cookies; by using our website or agreeing to these terms and conditions, you consent to our use of cookies in accordance with the terms of our privacy and cookies policy. We may revise these terms and conditions from time to time.
DATA PROTECTION & RESPONSIBILITY
In accordance with current legislation on the protection of personal details (LOPD 15/99), Cloud Fibre makes known that the personal details which you furnish us when completing electronic forms which appear on our website and those details which you access as a result of navigating, consulting or requesting any service from Cloud Fibre will be collected in a data file for which Cloud Fibre is responsible, with the object of replying to your request and questions and so that we can send you information on Cloud Fibre and its activities by e-mail, SMS or by the postal services, to which you give your agreement which you can revoke at any time. You may exercise your rights to access, rectify, oppose or cancel these details by means of a written, signed request to Cloud Fibre under the terms and conditions of current legislation (LOPD 15/99). We should, therefore, be obliged if you would forward, immediately to Cloud Fibre, any modification to your personal details so that the information contained in our files is at all times up to date and does not contain errors. The collecting of your personal details is done for the principal reason of offering the best possible service to our customers. Cloud Fibre will only use this information for the purposes indicated. Cloud Fibre makes known that it has in place the technical and organisational security measures necessary to guarantee the security of your personal details and avoid their alteration, loss and/or unauthorised use, taking into account technological advances, the nature of the details stored and the risks to which they may be exposed whether these are from human, physical or natural actions. All the above is in accordance with current legislation with regard to data protection and more precisely with regard to the security methods for computerised files which contain personal data (Royal Decree 1720/2007).
Cloud Fibre Service
Our service provides you with high-speed access to the internet, with the option to contract our fixed line telephone service, via VoIP or traditional copper line. We can assign new numbers, or you can maintain your existing number (documentation required).
start of a contract
Our contract comes into effect upon the date of installation. Payment will not be taken by Cloud Fibre until our engineer confirms a successful installation. The initial payment will include all installation costs (including additional equipment/labour), and the first months service pro-rata. Monthly payments will be taken directly from the bank account provided. Invoices are issued on the first working day of each calendar month, and will be debited within the first week of the month. All invoices are sent to the email provided by the customer or can be collected from the shop. The contract term is 12 months, unless otherwise agreed in writing.
prior to installation
Before installation, the customer should provide the following details: Full name, address, telephone number, email address, Spanish IBAN, credit or debit card details and copy of recent utility bill. You should be aware that as part of the installation, we need to install a small (30cm/40cm) dish, which is directed towards our access point. Ideally, when living within a community, you should either have roof access, or permission to install the dish on an exterior wall. In some cases, and signal permitting, we are able to “hide” the dish on a terrace. If access to a communal roof space is via a locked door, you should ensure you have the key available on the day – this can generally be obtained from the president or from the administrators office. In the case of apartments or large properties, Cloud Fibre will carry out a full site survey to determine the labour and parts required to achieve a successful installation. An estimate of additional costs will be provided to the customer.
equipment
Legal title of all equipment installed by Cloud Fibre shall remain the property of Cloud Fibre, unless otherwise stated in writing. Legal title of additional internal networking equipment shall be transferred to the customer, together with the appropriate manufacturer’s warranties. All Cloud Fibre installations will be carried out to the highest standard, and all equipment will be aligned, tightened and fixed to the best endeavours of the Cloud Fibre engineer. We will ensure that the best reception of the available signal is received. Signal may be lost due to, and not limited to; equipment moves due to adverse weather conditions or equipment being physically moved or damaged. In the event of an antenna needing replacement either after the 12 month warranty period, or due to reasons described above, a replacement antenna will be charged at 99.95€+IVA. (Under these circumstances, Cloud Fibre recommend that the customer claims against their household insurance policy, and will provide a certificate upon request). Manufacturer’s warranty DOES NOT include damage caused from; electrical power surge, prolonged low voltage, or acts of nature, such as lightening etc (these can severely limit and damage your connection and equipment. Cloud Fibre recommend the purchase of a surge protector. Lastly, change of property will incur fees of 69.95€+IVA.
network security
Cloud Fibre will secure your internal wifi network with the password of your choice and may also provide you with other usernames and passwords. You must ensure that these are kept confidential and secure, and should be used in accordance with instructions. If Cloud Fibre suspect that there may be a breach of security, or misuse of the service, we may change your password, notifying you of the changes, or temporarily suspend your username and password access. If you suspect that the access details have become known to someone not authorised to use it, or if any password is being used, or is likely to be used, in an unauthorised manner, you are advised to contact Cloud Fibre immediately.
other factors within this agreement
Cloud Fibre may need to temporarily suspend the service for operational reasons (ie planned maintenance, repairs or upgrades). Where possible, maintenance will be planned for between midnight and 6am, and Cloud Fibre will endeavour to provide reasonable notice, and restore service as soon as possible. Cloud Fibre may provide you with instructions when using the service, or about your use of the service; and you agree to observe them.
Fair use policy
Cloud Fibre want their customers to get the most out of their internet service. This is why Cloud Fibre do not restrict the speed available to individual users within their chosen package, with traffic management controls being applied only to P2P traffic or any other service that require continued high usage of bandwidth, which may damage the integrity of our network. Cloud Fibre may at times be required to carry out work to our network, and as such cannot be held responsible for any data loss. Cloud Fibre may provide advice or recommendations to replace or upgrade certain equipment in the event of it becoming necessary for the adequate functioning of the network provided by Cloud Fibre.
Repairing service faults
Cloud Fibre aim to provide the best possible service, however, we cannot guarantee that the services will be operational at all times. However, Cloud Fibre will attempt to correct all reported faults as soon as is reasonably possible. Any fault in service should be reported on the telephone number 865 615 285, or email
info@cloud-fibre.com. We recommend that customers follow us on social media for important updates or notices. Should an engineer be sent to a customers property to find that fault lays with the client, (i.e. antenna unplugged, etc..) the callout will be charged at 30€+IVA.
Speed tests
Cloud Fibre do not accept wireless speed tests. All tests must be carried out by cable, with no other devices connected. Wi-Fi speed tests can vary from device to device, distance to router, etc. Ensure you test via ethernet cable and you have no downloads running or streaming anything over the internet or any P2P / file sharing programs are running in the background. Also, you should check for Viruses/Trojans or Malware on your computer that could also slow the connection down. If you are not 100% sure how to check this you may need to ask someone to help you do so or have a qualified Computer technician check for you. Should an engineer be called to a property after a reported drop in speed, they will first carry out a speed test as detailed above. Should the speed be found to be that contracted by you, charges may apply.
Charges
It is agreed that all charges for any equipment or services contracted by you are payable in full by you. All payments remain due in the event of a subsequent fault being reported. Administration fees apply in the case of a declined payment Moving from one property to another is chargeable at 69.95€+IVA, plus cable required in the new property, when using existing antenna and router. Direct debit rejects will be charged at 15€+IVA. Should a payment reject from your bank acount, it may be taken from a credit or debit card supplied by you, if we are unable to contact you to make alternative arrangements. Credit / Debit card are the only valid form of payment for installtion and/or equipment, unless otherwise agreed in writing.
Service use
You must make sure that nobody (including you) makes use of the service: Fraudulently or in connection with a criminal offence. To send, knowingly receive, upload, download or use any material which is offensive, abusive, indecent, defamatory, obscene or menacing, or in breach of copyright, confidence, privacy or any other rights. To cause annoyance, inconvenience or needless anxiety. To spam or send or provide unsolicited advertising or promotional material sent or provided by any third party. In any way which, in our opinion, is or is likely to be detrimental to the provision of the service to you or any of our customers. In an unlawful manner, in contravention of any legislation, laws, license or third party rights, or in contravention of our acceptable use policy. In a way that does not comply with instructions provided to you. You may not resell or redistribute Cloud Fibre services to a third party, unless otherwise agreed in writing.
your internet use
The service enables you to access the internet. The internet is separate from the service, use of the internet is at your own risk and subject to any applicable laws. We have no responsibility for any goods, services, information, software, or any other materials which you may obtain when using the internet.
Breach of contract
Cloud Fibre may suspend the service or end this contract (or both) at any time: With immediate effect if you materially breach this contract or if Cloud Fibre believe that the service is being used in a way described in “Service Use”, even if you do not know that the service is being used in this way. Upon reasonable notice if you breach this contract in any other way and fail to remedy the breach within a reasonable period of being asked to do so. If Cloud Fibre suspends or terminates this contract under these terms, we will inform you of such suspension or termination as soon as reasonably possible, and explain why this action has been taken. In the event that Cloud Fibre decides to suspend the service or a username/password provided to you, Cloud Fibre will reactivate service only if adequate guarantees are given by you that the service will be used as per agreement. If we choose to suspend the service under these terms, this contract will continue during the period of suspension, and you will be required to pay all relevant charges.
Our liability to you
We have no liability for any loss not reasonably foreseeable by us when this contract begins, nor for any loss of opportunity, goodwill, reputation, business, revenue, profit or savings you expected to make, wasted expenditure, or data being lost or corrupted. Cloud Fibre do not have liability of any sort for the omissions of other providers of audiovisual and/or telecommunication services, telecommunications and network equipment, or for faults in (or failure of) their networks and equipment. Cloud Fibre do not have liability of any sort for changes made by you which result in the cessation of your internet connection and this service.
Methods of payment and billing
Direct Debit is the only valid payment method for monthly invoices. Initial and one-off fees will be charged to your credit/debit card once the invoice has been generated. Installations must be paid upon install. Customers must provide Cloud Fibre with both a Spanish bank account and a credit / debit card of which they are holders and are in force. As for our billing period, it is at the beginning of each month so all services will be prepaid, with the exception of the consumption of calls that will be post-paid. In addition, any service that is added during the month will be billed the pro rata of that month. Finally, invoices are sent by email to customers.
Non-payments
Late payment notices will be sent by SMS and email to customers. If payment is not received in due course, services will be disconnected. Cloud Fibre will take all necessary steps to recover payment. The return of receipts generates additional expenses for the customer of €15+IVA for DD reject fees. If we cannot contact the customer to pay the amounts due, Cloud Fibre reserves the right to charge the fee on the credit / debit card provided. Customers who persist with late payments may be liable for re-connection fees, or may have service termination by Cloud Fibre. In the event of continued non-payment, Cloud Fibre will pass all client details to our lawyers, instructing them to take further action.
Cancellation
Customers will have to cancel services in writing. Cancellations are processed by the 15th of the month, services will be cancelled by the end of that calendar month and the complete month will be paid. Any cancelation request after the 15th of the month will be processed the following month and will be chargeable until the end of that month. Our wireless and fibre services have a permanency of 12 months.
- AIR FIBRE Cancellations before completion of contract will incur a fee of 99.95€+IVA. Once cancellation has been processed, customers must give access to their homes so that installers can proceed with the de-installation and collection of equipment owned by Cloud Fibre. Failure to facilitate the return of the equipment within 14 days of cancellation will result in charges of 99.95€+IVA being applied. Required work or removal of Cloud Fibre equipment must be carried out by an authorised Cloud Fibre engineer. Cloud Fibre does not permit unauthorised personnel to access the equipment.
- FIBER OPTIC Cancellations before completion of contract will incur a fee of 160€+IVA. Once cancellation has been processed, customers will have to return the router (ONT) provided to them by Cloud Fibre. Failure to facilitate the return of equipment within 30 days of cancellation will result in charges of 80€+IVA.
Credits
The customer has 30 days from the date the invoice is generated to express his dissatisfaction. A ticket will be raised and the incidence will be studied. After 30 days from the issuance of the invoice, no credits will be made. In addition, no credits will be issued for costs generated from shipping costs or returning shipping costs. Furthermore, no credits will be issued for DD reject fees or loss of service due to the customer. Lastly, no credits will be issued for administration costs.
You are responsible for checking the mail sent to the email address you provided us with. You are responsible for checking your invoice, and have 30 days to dispute any discrepancies.
E-mail messages and its files are addressed exclusively to its recipient, and may contain confidential information subject to professional secrecy. Reproduction or distribution is not allowed without the express authorization of CLOUD FIBRE, S.L. If you are not the final recipient please delete it and inform us in this way. In accordance with the provisions of Organic Law 15/1999, of December 13, on the Protection of Personal Data (LOPD), we inform you that your data is incorporated into a file owned by CLOUD FIBRE, S.L. in order to carry out administrative, accounting and fiscal management, as well as send you commercial communications about our products and / or services. Likewise, we inform you of the possibility of exercising the rights of access, rectification, cancellation and opposition of your data in the fiscal domicile of CLOUD FIBRE, S.L. located in Ctra. Cabo La Nao - Pla, num. 81, 03730 JAVEA - ALICANTE. If you do not wish to receive our information, please contact us by sending an email to the following address: info@cloud-fibre.com
TV service
We offer an IPTV service in which the customer must purchase an STB (decoder) for 69.95€+IVA. The customer is fully responsible for the use of the TV channels, so Cloud Fibre will not be responsible for the misuse of the same or any fraudulent practices that the client could perform. In addition, special offers are not cumulative. These are only valid for new customers, once the offer is completed, the normal price of the service will apply.
VOIP service
Cloud Fibre endeavour to offer the highest quality of VoIP service, making you aware that the loss of your internet connection for any reason, will also imply the loss of telephone service. Cloud Fibre do NOT recommend the cancellation of a standard landline, or to be solely dependant on a VoIP line for business. Cloud Fibre cannot be held responsible for any loss of business or revenue caused by any lost communication, and do not offer any form of compensation for such instances.
Line Rental
Calls made from Spain to toll-free numbers in other countries are charged. Only those made to free numbers in Spain will be free. Customers can port their fixed line if he/she wishes or he/she can be assigned a new one. In order to process the portability of the fixed line, the customer must provide exactly the same documentation (name, address, DNI, NIE or passport in force) that appears on the invoice of his current provider. Line rental is mandatory with fibre optics and includes; unlimited calls to national landlines, 200 minutes to national mobiles and 200 minutes to European landlines. The customer will have a period of 15 days to provide the relevant invoice if he wishes to process the portability of his line or a new number would be assigned. Line rental with our Air Fibre system is optional and includes 300 minutes to national and European fixed landlines and mobiles. Cloud Fibre is not responsible for the occasional loss of service if the causes are due to the client.
MOBILE SERVICE
For the activation of the mobile service, the client will have to sign all necessary documentation and provide a copy of his/her identity document (NIE, Passport, ID). Once this is received, the portability will be processed between 24-36 hours.
For the use of the mobile service, the customer must have an unlocked mobile. Cloud Fibre is not responsible for the occasional loss of service if the causes are due to the client. Voicemail: 121. Cloud Fibre does not offer prepaid mobile services, only monthly contracts, but without permanency.
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 store or by telephone 865 615 285.
(*) Countries of the European Union (EU) and European Economic Area (EEA): Germany, Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Slovakia, Slovenia, Spain, Estonia, Finland, France, Gibraltar, Greece, Hungary , Ireland, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, United Kingdom, Czech Republic, Romania, Sweden - only for destination zone purposes.
INTERNATIONAL CALLS CONDITIONS
4G compatible navigation in all data modes.
Downgraded to 128Kb until the end of the month. Unlimited national voice bonus subject to rules of use
reasonable. If rules of reasonable use of voice are violated (mobile connection to SIMBOX,
switchboards, etc.) tariff price will apply: Establishment call €0.18, plus
€0.10/minute. SMS: €0.096, International SMS: €0.30.
International voice voucher of 1,000 minutes to the following international destinations:
Germany, Great Britain, Denmark, Finland, Greece, France, Ireland, Iceland, Countries
Netherlands, Sweden, Norway, United States, Canada, Italy, Poland, Hungary, Romania,
Austria, Slovakia, Czech Republic, Lithuania, Croatia, Kazakhstan, Russia, China, South Korea, Japan, Hong Kong, Brazil, Colombia, Argentina, Mexico, Panama, Portugal, Paraguay, Belgium, Bulgaria, Cyprus, Slovenia, Israel, Liechtenstein, Luxembourg, Andorra, Costa Rica, Slovenia, Estonia, India, New Zealand, Peru, Dominican Republic, Singapore,
Switzerland, Thailand, Taiwan, Uruguay, Venezuela, Morocco (Only fixed destinations).
You will be charged for calls made to countries not listed above. If you use more international minutes than those allocated to your mobile package, the price of the call and the connection charge will be the standard for each destination. Contact our customer service team for call rates.
** ROAMING ZONE UE: Policy of reasonable use.
In accordance with Cloud Fiber's reasonable use policy, the company reserves the right to control and verify your roaming activity for the last four months. If, during this period, you have spent more time abroad than in Spain and roaming exceeds national use, we may contact you to inform you about your roaming activity and that you can justify that you have not changed your residence to another country of the EU Zone other than Spain. After this period, if you continue to spend more time abroad than in Spain and roaming continues to exceed your national consumption, Cloud Fiber may begin to apply a surcharge to your roaming consumption. The surcharges (VAT included) have the following limits: 3'87 cents per minute of voice calls made, 1'21 cents for SMS and 9'31 euros per GB of data (2017).
DATA RATES + MINUTES
Once the data is exceeded, the speed drops to 16kbps for 1 GB more, once the data is consumed, it is cut off.
Once the minutes are exceeded, calls to national mobiles and landlines € 0.0414 (plus VAT).
Call establishment € 0.165 (plus VAT).
SMS: national € 0.10 (plus VAT), international € 0.50 (plus VAT)
Internet
The megabytes offered are real but not guaranteed. Cloud Fibre reserves the right to limit the connection of customers in the case of abuse of the service in order to safeguard the good use of the Network. For installations, the client must provide a valid address and corroborate it by delivery. Cloud Fibre will perform the installation of the internet service on the date and time agreed with the customer except in the case of external reasons beyond the company. Therefore installation dates and times are estimations and Cloud Fibre does not entail the obligation to perform them on the date and time stipulated. For the installation of wireless equipment, customers residing in a building, apartment or urbanization must have the consent of the community of neighbours to be able to carry out the installation using common goods (terrace, balcony, etc.) and have full access to the terrace / attic of the building where the antenna will be installed. The customer must confirm that he/she has such authorization and access, so if at the time of installation this cannot be carried out for one of these reasons, the customer will be charged 50€+IVA. Same charge will apply if you do not want to carry out the installation and do not warn Cloud Fibre within a minimum notice of 24 hours at the time of installation. The price of the standard install includes the following equipment a 30/40cm dish, 15 meters of cable, up to 3 hours of manual labour and a POE and router. Any extra expenses that may be generated by the installation will be notified to the customer prior to the installation to show its compliance with it. If you are not satisfied, the installation will not take place. The installation of the fibre optics has a baseline cost of 99,99+IVA.
Cyber moth (NOV 2023)
1. Offer Description: Cyber Month – Sign Up to Cloud Fibre Fibre Optic broadband before the end of the year, and pay nothing until 2024.
2. Eligibility: This offer is exclusively available to new customers only.
3. Billing Information: Starting from January 2024, customers will be billed at the standard rate of the contracted fiber package. Billing will continue monthly thereafter.
4. Permanence Agreement: Customers are required to maintain the service for a minimum of 14 months from the installation date.
5. Administration Fee: A one-time administrative fee of 49.95€ + IVA is required.
6. Fixed Line Service: The fixed line service is not included in this offer. If customers choose to add this service, an additional cost of 5€ + IVA will apply. Billing for the fixed line service will commence from the installation date if contracted.
Standard broadband terms and conditions apply.
By availing of this Cyber Month Offer, customers agree to abide by these terms and conditions. The company reserves the right to modify or terminate this offer at any time without prior notice.
Local Fibre - 0,95€+IVA offer FOR CLIENTS (JUNE 2023)
Offer valid to claim until 31/08/2023, for existing and new full-time fibre optic customers only. In order to claim the offer, the customer must refer a friend to CF fibre service. As a stipulation, for the client and friend to both benefit from the discount the friend must; acquire an active fibre connection before the offer end date 31/08/23, and agree to 14 months permanence. The discount cannot be claimed until the referred friends fibre service has been activated.
Existing customers are able to claim the 2month discount for every successfully referred friend i.e. refer 3 friends, receive 6 months at a rate of 0.95€ + IVA.
Fixed line service is not included, but can be added at an additional rate of 5€+IVA/month. Cloud Fibre charge a one off admin fee of 49,95€+IVA to new customers, unless stated otherwise.
The fibre optic service will be charged at a discounted rate of 0.95€+IVA/month from the date of activation, for the first two months of service. The amount billed will then return to the standard monthly rate of the fibre package chosen, for the remaining 12 months of the contract.
Local Fibre - 0,95€+IVA offer (March 2023)
Offer valid to claim until 31/08/2023, for new full-time fibre optic customers only. As a stipulation, to benefit from the discount the customer must; acquire an active fibre connection before the offer end date 31/08/23, and agree to 14 months permanence. Fixed line service is not included, but can be added at an additional rate of 5€+IVA/month. Cloud Fibre charge a one off admin fee of 49,95€+IVA, unless stated otherwise.
The fibre optic service will be charged at a discounted rate of 0.95€+IVA/month from the date of activation, for the first two months of service. The amount billed will then return to the standard monthly rate of the fibre package chosen, for the remaining 12 months of the contract.
National Fibre - 0,95€+IVA offer (March 2023)
Offer valid to claim until 31/05/2023, for new full-time fibre optic customers only. As a stipulation, to benefit from the offer of 'no admin or installation fee', the customer must; acquire an active fibre connection before the offer end date 31/05/23, and agree to 12 months permanence. Fixed line service is included, offering; Unlimited calls to national landlines, and 60 minutes to national mobiles.
Should the same customer acquire a second fibre service, they are able eligible to claim a discounted rate of 0.95€+IVA/month on the second property connection, for the first 2 months of service. As a stipulation, to benefit from the discount the customer must acquire two active fibre connections before the offer end date 31/05/23, and agree to 14 months permanence on the second connection.
The discounted rate of 0.95€+IVA/month applies from the date of activation, for the first two months of service only. The amount billed will then return to the standard monthly rate of the fibre package chosen, for the remaining 12 months of the contract.
In the event both properties are located in Cloud Fibre’s local fibre zone, the one-off admin fee of 49,95€+IVA will only be charged for one of the two connections.
Local Fibre (February 2023)
Fibre optic packages [UPDATED 26 Jan 2023] 400MB/500MB/600MB valid for new contracts only. The only instance in which an existing customer is able to upgrade, is if the package price amounts to the same as their current monthly rate, and if they agree to 12 months permanence from the date the upgrade is applied. Standard Fibre terms & conditions apply. Please consult for more information at info@cloud-fibre.com
Deco Offer (2022)
Offer available to Cloud Fibre full-time fibre optic customers only, and is valid to claim until 31/12/2022. This service requires 12 months permanence, which includes; free installation of the Decos, maintenance, and product guarantee. Cancellation before the contracted period has ended requires the return of the Decos. However, cancellation at the end of the contracted period, the customer is able to keep the decos, but maintenance and guarantee of the equipment no longer applies. In the case the customer wishes to continue their service at the end of the contracted 12 month period, they maintain the maintenance of the product, but the product guarantee no longer applies. Please consult for full terms and conditions at info@cloud-fibre.com
Cyber Month (NOVember 2022)
Eligibility and Entry
New customers must obtain an active fibre service within said entry period: 01 to 31 NOVEMBER 2022 to be permitted to enter. The fibre service can be that of Local or National vicinity, but requires 12 months permanence from the date of installation.
Existing customers must hold an active fibre service, and the referred individual must obtain an active fibre service within said entry period: 01 to 31 NOVEMBER 2022 to be permitted to enter, and for the entry of both individuals to be valid. The fibre service can be that of Local or National vicinity. The new fibre service contracted by the referred individual requires 12 months permanence from the date of installation.
Only one entry per person is permitted. Entries received outside of the stated entry period will not be accepted.
By submitting an entry, you are agreeing to be bound by these Terms and Conditions. Cloud Fibre will not accept responsibility for entries that are lost or delayed in transit, regardless of cause. Cloud Fibre reserves the right to refuse entry, or refuse to award the prize to anyone in breach of these terms and conditions. Cloud Fibre reserves the right to hold void, cancel, suspend, or amend the promotion where it becomes necessary to do so.
The Draw
A winner will be chosen by random draw, performed by a computer process, within one week of the prize draw ending. The winner will be announced within the first week of December, set to receive a Xiaomi TV P1E 65” LED UltraHD 4K HDR 10 TV. The prize is non-exchangeable, non-transferable and no cash alternative is offered.
The winner will be notified by email or telephone (using details provided at entry) within 7 days of being chosen, and must visit the Cloud Fibre office to claim their prize. Should the winner be unable to collect the prize in person, they are required to pay the postage or courier charges in order to dispatch the prize to their postage address of choice. Cloud Fibre take no responsibility for any damage to the prize that may occur through delivery. Cloud Fibre office, located: Centro Comercial Arenal, Plª 1, Puerta 14, Carretera del Cabo La Nao-Pla, 126, 03730, Jávea, Alicante, España.
If the winner does not respond to Cloud Fibre within 7 days of being notified, or declines to pay a delivery/courier fee (if required), then the winner’s prize will be forfeited and Cloud Fibre will be entitled to select another winner in accordance with the process described above.
General Terms and conditions of any contacted Cloud Fibre services apply. If you have any questions, please contact info@cloud-fibre.com
Referral Offer (December 2022)
Claim 30€ per referral, or 250€ for 5 referrals. Limited time offer. Cloud Fibre Internet customers, and clients in the process of signing up to our service are eligible to claim this offer. The ‘reward’ can only be claimed once the referred friend/s have contracted a Fibre service. The ‘reward’ can be claimed as credit on your customer account, or via direct transfer. Eligible to claim reward from referral's dated 01/12/2022 until further notice. Please contact us for full terms and conditions on this offer.
Refer a friend, one month free internet (2020)
Cloud Fibre internet customers, and clients in the process of signing up to our service are eligible to claim this offer. At least one friends details must be submitted to Cloud Fibre SL. The one month free internet can be claimed once the referred friends have signed up to a Cloud Fibre Internet service. If you refer more than one friend you are eligible to claim this offer again i.e. refer 3 friends receive 3 months free. One months free internet can be claimed for each referral that has successfully signed up to our internet service. Offer no longer available to claim.
Part-time Fibre
The offer includes a 400Mb Fibre optic connection, and wireless router. Fixed line is not included with part-time fibre packages. Once activated, the Fibre Optic service will remain active for period chosen by the customer i.e. 7, 15, or 30 days. A monthly maintenance of 4,95€+IVA/month will be applied, with a permanence of 12 months. There is also a one-off admin fee of 49,95€+IVA. The holiday offer cannot be claimed by existing Cloud Fibre internet customers.
The part-time offer can only be Activated for a maximum of 120 days per each contracted year i.e. if you have this service started 01/08/2020 then you only have an Active Internet service for 120 days until 01/08/2021 at which time your 120 days available usage is renewed.
This service is Self-Provisioned for 7, 15 or 30 days by the client accessing their Cloud Portal and please contact Cloud Fibre SL customer support team, for any further information regarding the offer: info@cloud-fibre.com
Part-time IPTV
Our Premium IPTV service includes; over 70 UKTV/Radio channels, HD channels, and 8 day catch-up service. Once activated, the IPTV service will remain active for period chosen by the customer i.e. 7, 15, or 30 days. MAGSTB is not included, sold separately for 69,95€+IVA. This offer can only be claimed by Part-time fibre customers.
The part-time offer can only be Activated for a maximum of 120 days per each contracted year i.e. if you have this service started 01/08/2020 then you only have an Active Internet service for 120 days until 01/08/2021 at which time your 120 days available usage is renewed.
This service is Self-Provisioned for 7, 15 or 30 days by the client accessing their Cloud Portal and please contact Cloud Fibre SL customer support team, for any further information regarding the offer: info@cloud-fibre.com
GENERAL COMPLAINTS
The customer should contact the corresponding department to manage their problem. If you want to submit a complaint afterwards, you will have to address it to info@cloud-fibre.com
WAIVER
Neither party shall be considered to have waivered their rights under this contract because of failure or delay to exercise any such right.
THIRD PARTY RIGHTS
A person who is not a party to this contract has no rights under the contract.
LAW RELATING TO CONTRACT
In case of disagreement, both parties must agree to submit to the Courts of Denia jurisdiction.
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