Payment and Suspension Policy - Starlink Reseller Payment and Suspension Policy

• Service Fees: Customer agrees to pay the monthly subscription fees for the selected Starlink Service plan (e.g., Residential, Roam, or Priority) as specified in the Order. Fees are subject to change with 30 days' written notice from Reseller, in accordance with Starlink's pricing updates.
• Equipment Fees: Customer shall pay a one-time fee for the Starlink Kit (e.g., Standard, Mini, or High Performance) as outlined in the Order. Additional fees for shipping, handling, or installation may apply and are non-refundable unless otherwise stated.
• Taxes and Additional Charges: All applicable taxes, duties, or government charges are the responsibility of the Customer and will be included in invoices unless Customer provides valid tax-exempt documentation.
• Pro-Rated Billing: For Enterprise accounts or mid-month activations, fees will be pro-rated based on the activation date, with the first invoice reflecting services from activation to the next billing cycle.

• Approved Methods: Customer authorizes Reseller to charge an approved payment method, including credit/debit cards, ACH direct debit (for U.S. business customers), or bank-to-bank transfers, for all charges under the MSA/SLA, including taxes.
• Initial Orders: Initial orders, including Starlink Kit purchases, must be paid via credit/debit card unless otherwise agreed with Reseller. Subsequent monthly service fees may use alternate methods (e.g., ACH) if available in the Customer's region.
• Payment Updates: Customer must update payment information (e.g., card expiration, bank details) via the Reseller's customer portal or by contacting Reseller directly. Failure to update may result in suspension or termination of Services. Reseller may update payment method data with information from payment service providers, and Customer authorizes continued charges following updates.

• Billing Day: For business accounts, invoices are generated on a fixed billing day each month, based on the activation date of the first subscription. Payments are due seven (7) days after invoice generation unless otherwise specified in the Order.
• Residential/Roam Plans: Invoices for personal plans are issued monthly upon service activation or 30 days after Starlink Kit shipment, whichever occurs first, with payment due immediately unless otherwise agreed.
• Additional Data: For plans with Priority or Mobile Priority data, Customer will be automatically billed for additional data usage unless opted out via the Reseller's customer portal.

• Late Fees: Payments not received by the due date may incur a late fee of 1.5% per month (or the maximum allowed by law) on the overdue amount.
• Notice of Non-Payment: Reseller will notify Customer of non-payment via email or the customer portal. Customer has five (5) business days to remedy the non-payment before further action is taken.

Reseller may suspend Services immediately, with or without notice, under the following conditions:

• Non-Payment: Failure to pay any outstanding invoice within five (5) business days of the due date or non-payment notice.
• Violation of Acceptable Use Policy (AUP): Use of Services or Starlink Kit in violation of Starlink's AUP, including but not limited to illegal activities, spamming, hacking, or interference with the Starlink network. Examples include:
  • Unauthorized access to accounts or systems.
  • Transmitting viruses, worms, or harmful code.
  • Engaging in defamatory, obscene, or deceptive conduct.
• Breach of Terms: Any breach of the MSA, SLA, or Starlink Terms of Service, including unauthorized transfer of Services or modification of Starlink Kits for military use.
• Legal or Regulatory Violations: Use of Services in violation of applicable laws, including International Trade Laws (e.g., ITAR, EAR) or local regulations.
• Network Integrity: Actions that harm or interfere with the Starlink network, other users, or third-party networks.
• Capacity Constraints: In areas with limited network capacity, Reseller may suspend Services to prioritize new subscribers, particularly for paused or inactive accounts.

• Notice: Where feasible, Reseller will provide notice of suspension via email or the customer portal, specifying the reason and required actions to restore Services. Immediate suspension without notice may occur if Reseller determines the Customer's actions pose an imminent risk to the network, Starlink, or other users.
• Effect of Suspension: During suspension, Customer will not have access to Services, but payment obligations for the current billing cycle remain. No refunds or credits will be issued for periods of suspension caused by Customer's non-compliance.

Reseller may terminate the MSA/SLA and Services for cause, including:

• Repeated or unresolved non-payment after suspension.
• Persistent or severe violations of the AUP or Starlink Terms of Service.
• Unauthorized transfer or assignment of Services or Starlink Kit.
• Modifications to Starlink Kits that violate U.S. export control laws (e.g., ITAR, EAR).
• Customer's failure to comply with legal or regulatory requirements.

• Notice: Reseller will provide written notice of termination, specifying the reason and any outstanding obligations (e.g., unpaid fees).
• Effect of Termination: Upon termination, all Services will cease, and Customer remains liable for all charges incurred prior to termination, including Starlink Kit fees. Unused Service Credits, if applicable, are refundable within 24 months of issuance.
• Reactivation: Reactivation after termination is subject to network availability and Reseller's discretion. Customers in high-demand areas may not be able to reactivate immediately.

• Conditions for Reactivation: To restore suspended Services, Customer must:
  • Pay all outstanding invoices, including late fees.
  • Remedy any AUP or MSA/SLA violations.
  • Provide updated payment information, if applicable.
• Network Availability: Reactivation is subject to Starlink network capacity in the Customer's area. In high-demand regions, Reseller cannot guarantee immediate reactivation.
• Fees: A reactivation fee may apply, as specified in the Order or Reseller's policies.

• Accurate Information: Customer must provide accurate billing and contact information and promptly update any changes via the Reseller's customer portal.
• Compliance: Customer agrees to comply with Starlink's Terms of Service, AUP, Privacy Policy, and all applicable laws, including International Trade Laws.
• Starlink Kit: Customer is responsible for maintaining the Starlink Kit in accordance with Starlink's installation guidelines (e.g., clear view of the sky, stable power supply). Failure to do so may result in service disruptions not eligible for SLA remedies.

• Service Credits: In the event of an SLA violation (e.g., excessive outage time), Reseller will issue Service Credits as the sole remedy, pro-rated based on the number of Kits and service plans active during the billing period. Credits expire 24 months after issuance and are refundable upon termination within that period.
• Exclusions: Service Credits do not apply if outages result from Customer’s non-compliance with installation guidelines, AUP violations, or external factors (e.g., radio interference, physical obstructions).

• Force Majeure: Neither party is liable for failure to perform obligations (except payment obligations) due to circumstances beyond its reasonable control, provided notice is given to the other party.
• Governing Law: This Policy is governed by the laws of the country of the service where the client is originally purchased the Starlink, excluding its conflict of law provisions.
• Amendments: Reseller reserves the right to modify this Policy with 30 days’ written notice. Continued use of Services constitutes acceptance of the updated Policy.
• Notices: All notices under this Policy will be delivered via email, the Reseller’s customer portal, or as otherwise agreed in the MSA.

If you have questions or concerns regarding this Privacy Policy or our data practices, please contact us at:

• Email: accounts@knoxxa.digital.com
• Portal: https://portal.knoxxa.digital
• Phone: 0244 332 770