Right of withdrawal

This document is the summary the law requires us to publish on the website. The full text, together with the withdrawal form, is also given to you with the contract, and that copy prevails if the two ever say different things.

If you are a consumer and you contract at a distance (by telephone, through the website or over WhatsApp) or away from our premises (for example with a salesperson at your home), you have the right to withdraw from the contract within fourteen calendar days, without giving any reason and without penalty, under articles 102 and following of Spanish Royal Legislative Decree 1/2007 (the consolidated Consumer Protection Act).

The period runs from the day the contract is made for services, and from the day you or someone you nominate receives the equipment for goods — a router or a handset, for example.

You only have to tell us unambiguously before the period ends. Write to hola@donrayo.es, call 722 321 457, or send a letter to Calle Félix Casanova Ayala 44, 38678 Armeñime, Santa Cruz de Tenerife, España.

You may use the withdrawal form that comes with the contract, but you do not have to: any clear statement will do. We will confirm in writing that we received it. Please keep that confirmation.

We will refund every payment received, including ordinary delivery costs, without undue delay and in any case within fourteen calendar days of you telling us. The refund goes back by the same means you paid with unless you agree otherwise, and it costs you nothing.

If you expressly asked for the service to start during the withdrawal period and then withdraw, you owe us the proportional part of what was supplied up to the moment you told us. That is the only amount that can be charged to you.

If we have given you equipment, you must return it without undue delay. Returning it costs you nothing: it goes by post, and we tell you how when you let us know your decision.

The right of withdrawal does not apply once a service has been fully performed within the period, where performance began with your prior express consent and your acknowledgement that you would lose the right once it was complete. Nor does it apply to contracts between businesses, since those are not consumer contracts.