Cancellations, returns and refunds

The equipment on a fibre contract is not sold to you: the router and whatever is installed with it are on loan — they belong to the operator while the service is active — and that is why they have to come back when you cancel.

Returning them is free and goes by post: write to hola@donrayo.es when you cancel and we will tell you how. If they are not returned within thirty days of the cancellation, the equipment that did not come back is billed, at the amount shown in this table:

It is the same table that appears in «Paying an invoice», because these are the same charges seen from the other side: there, what may reach you on an invoice; here, what happens to the equipment when the service ends.

The television service has no minimum term. The Customer may cancel it at any time, without giving a reason, by any of the means enabled in the Contract and, in every case, by the same channel used to contract and by telephone.

This no-minimum-term cancellation is different from the right of withdrawal the law gives to whoever meets its requirements. A company or a professional does not have that right merely by subscribing to television. Where the Customer legally has the right of withdrawal:

• the statutory withdrawal period runs from contracting;
• Don Rayo activates the television inside that period only if the Customer expressly asked for it in the "Immediate-activation request"; if they did not, the television is not activated inside the period and so no day of service in that period is charged;
• if the Customer asked for immediate activation, used the television and then validly withdraws, Don Rayo charges only the proportional part of the service provided up to the day they communicate the withdrawal;
• if they validly withdraw inside the period having never used the login or the service, Don Rayo refunds everything paid for television;
• Don Rayo having sent the login and password is not, by itself, use of the service, and does not make them lose the right of withdrawal.

If you are not satisfied with our answer, you can complain through the routes set out in the legal notice on this site, or call us on 722 321 457.