This service is subject to the following policies:
- The Service
The Services offered by the Company to the Customer are through a wireless network owned by the Company and provided to the Customer through fixed wireless equipment. - Location of the Service
This Service is currently available in some areas within Libya, therefore the Customer must accurately clarify to the Company’s sales team the exact location the Equipment will be installed in order to verify that such location is within the boundaries of the Service network, prior to completing the registration process. In case the Customer provides incorrect information about the location of the installation of Equipment, the Customer has no right to claim any compensation for a lack of Service which may result from the provided inaccurate information. - Limitations of the Service
The limitations of the Service is the link between the point of connecting to the internet cloud and the terminal equipment’s that has been provided by the Company to the Customer. It does not include any internal networks or any communication devices a Customer may use outside of this connection. - Quality of Service
The Company is committed to taking all necessary steps to provide the Service as defined in paragraph 1 and as agreed with the Customer in the Invoice at the location of the Service specified in paragraph 2, and within the limits of the service described in paragraph 3 of this document. - Service Invoice
The Customer is responsible to retain the Service Invoice for the entire length of their subscription. This Invoice is documented proof of the Customer’s purchase of the Service. It shall be used as a reference in regards to any information or communication related to the Service between the Company and the Customer - Refund Policy
The Customer may only be refunded the financial value of the Service once the Customer has purchased the service from the Company and has attempted to run and connect the Equipment to the Service, and the Service did not activate, despite the Customer’s presence in a location within the network referred to in paragraph 2 of this document
Customers are not permitted to claim a refund of financial value after three (3) working days from day of the site survey’s result. It is not permitted for a Customer to claim a refund for the financial value of the Service in the event that he had given incorrect data when completing the purchase or failed to follow the activation and operation instructions correctly.At the time of a Customer’s request for a refund, the equipment must be checked accurately by the Company as well as the packaging, its contents and user guide, in order to ensure the condition of the returned items are free from any defects or scratches.In the case where the Equipment is returned in good condition, the Customer shall receive a full refund of the financial value of the Equipment. Otherwise, the value of the Equipment will be deducted from the financial value of the refund. - Service Duration
Service duration shall be specified as on the voucher card or invoice and shall commence from the date of activating the service for the first time. - Service Prohibitions
The Customer is prohibited from copying, altering, or manipulating any technical or security-related information, other intellectual properties, hardware or other Equipment provided to them by the Company. - Payment method
Unless otherwise specified on the voucher card or invoice or Service Contract, the Customer must pay for the subscription of the Service, Equipment, activation and installation fees in advance before activating the Service - Monthly Quota
The quota is as defined on the voucher card or invoice and can be used by the customer until the quota is completed or for a maximum period of 30 days. The customer can add their quota by purchasing volume boosters. - Service Speed
The Speed of the Service is specified on the voucher cards or Invoice or Service Contract. It is the maximum speed which the Subscriber can obtain with the Service. Speed can be directly affected by the number and use of other users on the network, technical factors, as well as distance and peak times. - Service Life Cycle The life cycle of the Service is a period between the dates of joining the Service for the first time to the end of the subscription term
- Activation Period
Activation starts from the first date of Service activation and lasts for 30 days. The Customer is free to use the service as normal until either the end of the period or the end of the quota. The Customer may also purchase additional extra quota during this period in order to increase his quota. - Termination of Subscription
In case the Customer does not renew the subscription within six months (180 days) of the expiry date of the Activation, the customer’s account will be terminated permanently and the Customer is requested to refer back to RLTT in case he wants to reactivate his account which will be subject to extra fees. - Purchase of Additional Quota
If the Customer finishes their monthly quota before the end of the monthly period, they can purchase an additional quota via the Company’s sales outlets. This additional quota can be used until it is consumed.
- Activation Period
- Change Package
The Customer can change its Flex package either to a higher level Flex package (upgrade) or to a lower level Flex package (downgrade) at the end of every monthly subscription cycle by buying Flex package monthly voucher card.But if the Customer change its Flex package either to a higher level Flex package (upgrade) or to a lower level Flex package (downgrade) during some time in the middle of the monthly subscription cycle then the Customer will lose all current remaining quota in his account.In the case of mobility between different packages, the company does not guarantee the customer to get the speed mentioned in the package details for different reasons beyond the company’s control such as signal strength and its quality at the customer’s site and the probability of barriers between the customer site and the company’s towers. - Use of the Service
For all Wi-Fi packages, the Customer commits to use the Service solely at the registered and specified premises and for its intended use only. It is not permitted for a Customer to assign, sell or rent the Service to any other party unless prior written approval has been granted from the Company. In case of a violation of the terms of the Customer’s use of the Service, the Company holds the right to terminate the service immediately and without prior notification to the Customer, nor is the Customer entitled to claim any compensation. - Equipment Limited Warranty
RLTT warrants that the Equipment being supplied for the Wi-Fi service and which you purchased including the service subscription supplied by RLTT will be free from defects in materials and workmanship for the modem/Access Point, power supply and the outdoor unit/ CPE (including the interconnecting cable). The warranty term is limited to three days, starting from the date of installation of the equipment and the first account activation. This limited warranty does not cover damages due to Electrical power problems, disturbance to power, incorrect power applied to the unit, misuse of the product, scratch or any physical damage to the products or anything resulting to the product failure that was not due defective in material or workmanship. - Equipment replacement out of warranty
RLTT maintains the equipment that is included with your Internet service. If this equipment fails, RLTT will replace the equipment at charge based on company price list. So please request the price list from our sales team. - Fair Usage Policy
All RLTT users are subject to RLTT Fair usage policy and may be subject to suspension, termination, or bandwidth limiting for usage which is “continually excessive, unfair, affects other users’ enjoyment of the broadband service, or is not consistent with the usage typically expected on a particular package. This policy is enforced directly, without legal proceedings.