1.1 Pursuant to the present indefinite term Contract, XFERA MÓVILES, S.A.U. (“YOIGO”), with tax number (C.I.F) A-82528548 and registered office at Alcobendas (Madrid), Avda. de la Vega, 15 (28108), shall render in prepayment mode its publicly available mobile telephone services and, where appropriate, electronic and value-added communication services (the “Service”) to the Customer.
1.2 The Customer may only use the Service as an end user, and is therefore not authorized to resell telephone traffic or to market or assign the Service.
1.3 The telephony devices that may be sold together with the Service may be fitted with a SIM-LOCK mechanism so that they are only usable with the Service rendered by YOIGO. The Customer may request the unlocking of the device in accordance with the procedure established by YOIGO for the purpose.
2.1 In order to provide the service, YOIGO shall issue the Customer with full information about the tariff contracted, along with a user manual and a SIM card (the SIM Card) which the Customer must insert in a compatible telephone device.
2.2 The Customer may use the SIM Card exclusively to access the Service and solely during the period in which the Service remains active according to the provisions of this Contract. Moreover, the Customer is obliged to return the SIM Card to YOIGO in the event that YOIGO informs them that this is necessary or advisable in order to replace it for technical reasons or to enhance provision of the Service.
2.3 The Service will be activated automatically at the time when the SIM Card is handed over to the Customer.
The fees and rates in force at any given time for the service contracted shall apply to the voice and data traffic consumed by the Customer. The Customer has been duly informed of the applicable rates, as well as the rules applying to such rates, which are set out in the explanatory document containing information on the relevant tariff issued to the Customer. Up-to-date information on all of these may be consulted by accessing the YOIGO website at www.yoigo.com or by calling Customer Care on 622 (from the YOIGO network) or 622 622 622 (from other operators’ networks).
4.1 The Customer’s number will be linked to an account (the Account) where their available credit for use of the Service will be recorded at all times. The Customer will be informed of the available credit left in their Account after each call made. In addition, the Mi Yoigo section of the website www.yoigo.com contains up-to-date information on the different ways in which customers can consult their available credit.
4.2 In order to make calls, send messages or make any use of the Service which involves generating voice or data traffic at the Customer’s initiative, the Customer must have the necessary credit in their Account to make use of the requested traffic, in accordance with the applicable rate. Notwithstanding the foregoing, the Customer shall in all events be able to make calls to the emergency number 112 and receive messages and calls which do not involve any charge to the Customer, except in the cases provided under Clause 7, even if there is no credit on their Account.
4.3 The Customer may increase the credit available on their Account by topping up their SIM card at any time while the Service remains activated. In order to top up their SIM card, the Customer may choose any of the top-up methods provided by YOIGO (cash points, authorized distributors, petrol stations, on the YOIGO website itself, etc.), in accordance with the information supplied on its website, www.yoigo.com.
4.4 The amount of each top-up made by the Customer shall be at least €5 and not more than €150 (including taxes).
4.5 Calls made to the short numbers assigned to emergency service calls shall be free of charge. In accordance with the law in force, YOIGO shall provide information about call location for such emergency services calls to the authorities providing these services.
5.1 The Customer shall pay for the Service prior to consumption by topping up their SIM Card. As the Customer uses the Service, any charges incurred thereby will be automatically deducted from their available credit according to the applicable rate. The Customer may access a breakdown of the calls and charges for a particular month free of charge via the Mi Yoigo section of the website www.yoigo.com or the Mi Yoigo application. The Customer may also request this information by calling the YOIGO Customer Care line (622), although in this case the sum of €5 (excluding indirect taxes) will be charged by YOIGO for each request made. This amount will be charged to the Customer’s Account.
5.2 The credit available in the Account can never be less than €0. Consequently, whenever the Customer initiates a call or data transfer from their mobile device and their available credit runs out during the performance of the Service, the call or data transfer will be terminated immediately. Likewise, if the Customer attempts to initiate a call or data transfer from their mobile device without sufficient credit in accordance with the applicable rate, it will not be possible to process the requested traffic.
(1) - YOIGO has not offered any prepay tariffs with a minimum consumption since 7 November 2013.
6.1 While the Service remains activated, the Customer must make a minimum monthly spend not lower than the Minimum Required Consumption detailed in the applicable tariff. In the event that the Customer’s consumption during a given calendar month is lower than the Minimum Required Consumption, YOIGO shall charge the difference between the actual consumption and the Minimum Required Consumption to the Customer’s Account. Furthermore, in the event that the Customer does not make any consumption during a given calendar month, the full amount of Minimum Required Consumption shall be charged to the Customer’s Account. Any fees and items specified in the conditions of the rate contracted will be included in this minimum spend.
6.2 The Minimum Required Consumption will be charged monthly, in arrears, on the first business day of each month. If, at the time of making the charge, the Customer’s available credit is insufficient to cover the Minimum Required Consumption, YOIGO will only charge the amount of available credit to the Account.
6.3 The Minimum Consumption for the month when the Service is activated will be calculated proportionally according to the number of days for which the Service is active during the said month.
7.1 If the Customer’s Account has a balance of €0 for a period of six (6) consecutive months, YOIGO may permanently discontinue the Service. YOIGO may also permanently discontinue the Service if no top-up is made during an uninterrupted period of nine (9) months.
7.2 At the Customer’s request via the Customer Care Service YOIGO may provisionally deactivate the Service in the event of theft or loss of the mobile device with the SIM Card inside or of the SIM Card itself.
7.3 YOIGO may also undertake provisional or final deactivation of the Service, at its discretion, in the event of fraud, or the existence of reasonable grounds to suspect fraud has been committed, or as a result of any illicit use of the Service.
7.4 In the event of final deactivation of the Service for any of the reasons stipulated in this Clause, the Contract shall be automatically terminated.
8.1 The Customer may receive information on the Service and on any incidents via the Customer Care Service by calling the telephone number 622 (from the YOIGO network) or 622 622 622 (from other operators’ networks), or by visiting www.yoigo.com. The Customer may also submit queries by post to the following address: Xfera Móviles, S.A.U., Customer Care Department, Avda. de la Vega, 15, 28108 Alcobendas (Madrid) or by e-mail to firstname.lastname@example.org.
8.2 In order to lodge claims relating to the Service, the Customer must approach YOIGO by any of the means provided in the preceding paragraph, within one (1) month from the time when they become aware of the events motivating the claim. Upon receipt of the claim, YOIGO shall provide the Customer with the relevant reference number and, if requested, a document accrediting the submission and contents of said claim.
8.3 Once the claim has been formulated, if the Customer does not obtain a satisfactory response from YOIGO within one month, they may submit their claim to the relevant consumer Arbitration Panel or to the Secretary of State for Telecommunications and the Information Society, in accordance with the provisions of the applicable regulations. The above does not affect the Customer’s right to initiate legal proceedings.
9.1 The Customer may request that YOIGO disconnects them from international call services, higher rate services and additional rate services via the Customer Care Service.
9.2 Disconnection shall take place within the ten (10) days following the Customer’s request. In the event that, for reasons not attributable to the customer, disconnection does not take place within the said ten-day period, YOIGO shall be responsible for covering the costs arising from the service whose disconnection was requested.
10.1 YOIGO shall render the Service subject to obligations concerning quality stipulated in the law in force. The telephone number 622 and the e-mail address email@example.com are made available to the Customer by YOIGO to resolve any incidents and as warranty for service maintenance.
10.2 In the event of temporary disruption to the Service, the Customer shall be entitled to automatic compensation for an amount equal to the average invoiced amount for all interrupted services in the three (3) months prior to the disruption, prorated for the duration of the disruption. No compensation shall be paid if the amount resulting from applying the aforementioned rule is lower than €1.
10.3 In the event of temporary disruption to the Service for reasons of force majeure, YOIGO shall compensate the Customer by automatically returning the monthly fee and other fees, irrespective of traffic, prorated for the duration of the disruption.
10.4 In the event of any disruption to the mobile Internet service, YOIGO shall compensate the Customer by returning the monthly fee for the said service, prorated for the duration of the disruption. If the disruption lasts more than six (6) hours between 8am and 10pm, the compensation will be paid automatically.
10.5 Additionally, YOIGO undertakes that, except in the case of force majeure, disruptions to the service shall not exceed eight (8) hours during each calendar month. In the event that a disruption lasts more than eight (8) hours, the amount of compensation provided for in clause 10.2 above shall be doubled. In such cases the Customer must submit their claim for compensation to YOIGO’s Customer Care Service Department within the month following re-establishment of the service. Should compensation be due, YOIGO shall proceed to pay it by means of credit to the Customer’s Account.
10.6 No compensation shall be payable for disruption to the Service as a result of serious breach of the Contract by the Customer or damage to the network as a result of the Customer’s having connected devices whose suitability has not been evaluated in accordance with the regulations in force.
11.1 The maximum speed of services involving internet access shall depend on the number of MB stipulated in the tariff contracted. The maximum download speed shall be reduced when the Customer reaches the maximum volume stipulated in their tariff during any particular billing cycle.
The maximum speed shall be restored when the next billing cycle commences. Speeds will also depend on the capacity of the mobile telephone device used, as well as the coverage available.
The website www.yoigo.com shall make available to the Customer at all times precise information concerning estimated maximum and advertised speeds, downlink and uplink speeds.
11.2 The Service quality may be affected by the execution of procedures employed by YOIGO to measure and manage traffic with the aim of avoiding blocking or saturating network links.
11.3 YOIGO may apply measures to control the volumes of traffic generated by its Customer with the aim of managing and controlling the size of its network, and ensuring the security and quality of the Service provided.
11.4 In the event of any incidents involving security, the integrity of the network, or threats to or weaknesses in that network, YOIGO shall adopt the necessary measures in accordance with the event in question in order to resolve such incidents as quickly as possible and restore security.
12.1 Personal data supplied in this contract, together with such data to which YOIGO should have access in performance of the contractual relationship, shall be added to files belonging to YOIGO and registered with the Spanish Data Protection Agency. YOIGO will make use of the Customer’s personal data to provide and manage the Service, along with Added-Value Services, as well as send the Customer communications related to improvements or updates to the services provided.
12.2 Unless the Customer marks the box specifically provided for this purpose in the initial contract, the following shall apply:
Traffic and location data may be use by YOIGO to provide the Customer with the value-added services requested, to the extent and for the period required in order to provide said services. The Customer can request the deactivation of this process at any time. YOIGO may use the Customer’s traffic and location data in an anonymous, aggregated manner for the purposes of statistics and in order to have information on the functioning of the network in order to guarantee its efficient functioning and develop new functions.
12.3 The Customer may revoke their express consent to this general condition and at any time exercise their rights of access, rectification, cancellation and opposition provided by the law in force, by sending notice thereof in writing to YOlGO’s registered offices at Avda. de la Vega, 15, 28108, Alcobendas, Madrid, or via email to firstname.lastname@example.org, enclosing or attaching a copy of their national identity document or equivalent in order to ensure their identification.
12.4 YOIGO is under the obligation to maintain the secrecy of the Customer’s personal data, and the duty to store such data, and shall adopt the necessary measures to prevent their alteration, loss, unauthorized processing or access, all of which in accordance with the obligations stipulated in the law in force.
12.5 YOIGO may verify the Customer’s solvency, either on its own behalf or via another agent acting on YOIGO’s behalf, by means of authorized scoring procedures and by accessing public files on solvency and credit whose controllers provide such services in accordance with the law in force. The Customer hereby authorizes the processing and maintenance of financial solvency information for statistical and solvency evaluation purposes. These shall be cancelled if the Contract is not entered into. Furthermore, the Customer accepts that, should they fail to meet their payment obligations to YOIGO within the period stipulated and according to the provisions of this Contract, YOIGO may communicate their identification data together will all data relating to their outstanding debt to entities dedicated to providing information on solvency and credit, all of which in accordance with the provisions of the law in force.
12.6 YOIGO informs the Customer that the data included in this contract application form will be incorporated into the Hunter system managed by the Asociación Española de Empresas contra el Fraude (Spanish Association of Businesses against Fraud). Data will be compared with other data from applications for telephone services registered on the Hunter system to prevent fraudulent applications, exclusively with the aim of detecting the presence of potentially fraudulent information during the service approval process. In the event that inaccurate, irregular or incomplete data is detected, the Customer’s application will be subject to a more in-depth study, and the aforementioned data will be included in the register. This data will be available for consultation for the purposes mentioned above by entities adhering to the Hunter system and belonging to the following sectors: finance, card issuers, payment methods, telecommunications, rental services, insurance, debt purchase, property, energy and water supply, regular invoicing and deferred payment. The list of entities signed up to the Hunter system is available on the website of the Asociación Española de Empresas contra el Fraude: www.asociacioncontraelfraude.org. The Customer may exercise their rights of access, rectification, cancellation and opposition by sending a signed form accompanied by a photocopy of an identification document to the Asociación Española de Empresas contra el Fraude at: Apartado de Correos 2054, 28002 MADRID.
12.7 Should the Customer request the inclusion of their personal data in telephone directories, YOIGO will pass on this data to the Comisión Nacional de los Mercados y la Competencia (Spanish National Competition Commission) so that that Commission may make the data available to organizations that create telephone directories or provide information or enquiry services.
Subject to one (1) month’s prior notice to the Customer, YOIGO may modify this Contract for the purposes of adapting its contents to new legislative, technological or mobile telephony market circumstances. In the event of disagreement with the proposed amendment, the Customer may give YOIGO notice of their intention to terminate the Contract.
14.1 The present Contract shall terminate for the general causes of termination of contracts and, in particular, for the following reasons:
The relationship between the Customer and YOIGO shall be governed by this Contract and by Spanish law.
YOIGO informs the Customer that on delivery of the SIM card, the Customer’s name, surnames, tax identification no., passport or alien identification no. and nationality will be entered in the Pre-paid Customers Register which YOIGO manages in compliance with Law 25/2007 of 18 October 2007 on the conservation of data in relation to electronic communications and public communications networks. Customers are further informed that YOIGO will cede this data to any authorized policing agencies who may require such data in the course of their work.
ADDITIONAL CONDITION REGARDING ROAMING SERVICES
YOIGO will apply the same tariffs to the use of the Service in other countries within the European Economic Area (EEA) as those tariffs applied to domestic use as long as the Customer is habitually resident in or has stable links with Spain. YOIGO may establish a limit on the volume of data associated with the Contract, with the possibility of extra charges where this limit is exceeded, as detailed below, in accordance with the provisions contained in European regulations, and where set out in the specific conditions of the tariff contracted.
The Customer undertakes to make reasonable use of the Service. With the aim of preventing misuse or abuse of the Service, YOIGO may monitor the objective indicators of consumption and presence over a period of four (4) months. These indicators may include: a consumption of 50% in excess of the volume of data contracted or presence in another country in the EEA during more than half of the observation period, measured in days, as well as long periods of inactivity and activation, and sequential use of multiple SIM cards.
If the Customer exceeds the established volume of data available for consumption in other countries in the EEA or engages in misuse or abuse of the Service, YOIGO may apply extra charges to the Customer without prior notice, which may not exceed the wholesale price in force. Before such charges are imposed, the Customer shall have a period of fourteen (14) days within which to provide data on their actual presence in another country or consumption where appropriate.
In accordance with Clause 8, the Customer can contact YOIGO to submit any claim related to the application of the charges mentioned herein.
For more detailed information on the conditions of use of roaming services, please visit: http://www.yoigo.com/pdf/condiciones-particulares-roaming-en.pdf