General Terms of Service
These General Conditions govern the contracting of the Olivet Telecom Premium Fibre service provided by Neutralia Operador Global, SLU under the «Olivet Telecom» commercial brand.
1. Parties and scope
Operator: Neutralia Operador Global, SLU, tax ID ESB67425884, registered at Carrer Era Esquerra, 18, 08242 Manresa (Barcelona), Spain. Registered operator with the CNMC. Customer service: +34 900 525 623 · ac@olivet.com.
Scope: provision by the Operator of 1 Gbps symmetric fibre optic Internet access service with the technical characteristics described on the website and contract cover sheet.
Requirement: the customer must be a business based in Catalonia (Spain). Service provision is subject to fibre coverage at the customer's location.
2. Contract and term
The service is provided with no lock-in, with monthly billing. The customer may terminate at any time with fifteen (15) calendar days' notice, without penalty beyond the fee for the effective service period.
3. Price, billing, and payment
Base price: €149/month, VAT not included. May be adjusted annually in line with the official CPI.
Billing: monthly, electronic, unless the customer expressly requests paper invoices.
Payment: direct debit to the account provided by the customer. The customer must maintain sufficient funds. Payment delays may lead, following prior notice, to service restriction or suspension and, in case of persistent non-payment, to contract termination, per sector regulations.
4. Installation and equipment
Professional installation is included. The Operator provides the necessary equipment (high-availability router) on a usage-licence basis. On contract termination, the customer must return the equipment in good condition; otherwise replacement costs may be charged.
5. Service quality and SLA
The Operator commits to deliver service certified against ITU-T Y.1564: CIR, EIR, FTD, FDV, and FLR. Target uptime: 99.999%. In case of SLA breach, the customer is entitled to the financial compensation specified in the contract cover sheet and applicable sector regulations (Spanish RD 899/2009 and related).
6. Customer obligations
- Provide accurate data and notify any relevant changes.
- Use the service in accordance with current law and these conditions.
- Refrain from activities that compromise network integrity or security.
- Pay invoiced amounts on time.
7. Suspension and termination
The Operator may temporarily suspend or definitively terminate the contract for reasons set out in sector regulations, principally: persistent non-payment, fraudulent use, serious breach of these conditions, or technical reasons preventing continued service — always with applicable legal notice periods.
8. Data protection
Processing of customer personal data is governed by the Privacy Policy, which forms an integral part of the contract.
9. Changes to conditions
The Operator may modify these General Conditions for justified reasons (regulatory adjustments, service evolution, etc.), giving the customer at least one (1) month's advance notice. Within that period, the customer may terminate the contract without penalty if they do not accept the new terms.
10. Customer service and complaints
Complaints may be sent to ac@olivet.com or the freephone +34 900 525 623. If dissatisfied with the response, the customer may escalate to the Spanish Telecommunications Users' Office within one (1) month of the Operator's response or legal response deadline.
11. Law and jurisdiction
This contract is governed by Spanish law, in particular Law 11/2022 on General Telecommunications and implementing regulations. The parties submit to the Courts and Tribunals of Manresa (Barcelona).