GENERAL CONTRACTING CONDITIONS
1. Purpose of the contract
FLAMENCO TELECOM (brand of Instalaciones Técnicas Avanzadas SL, CIF: B23786791), with registered office at Calle Principado de Asturias 2, 1º A, 23009, Jaén, offers telecommunications services under these General Contracting Conditions (CGC).
Acceptance of these Terms and Conditions is mandatory prior to activating any service. These terms and conditions are always available on our website: https://flamencotelecom.com
2. Description of services
We offer mobile phone services and mobile internet access within the country. Roaming service is also available for use abroad (special rates may apply).
Key Features:
A SIM card is given to the customer.
The number can be kept through portability.
The service is subject to personal, responsible and good faith use.
It is not allowed:
Uses contrary to the law or rights of third parties.
Resale of services.
Spam, mass calls or fraudulent uses.
Offensive, illegal or discriminatory content.
FLAMENCO TELECOM may suspend or cancel the service if it detects irregular or unauthorized use.
3. Rates, billing and payments
Current rates and promotions are available on our website.
Billing is monthly and may include setup, installation, maintenance, and equipment fees.
Payment by direct debit or other means is permitted upon request.
Access to emergency services is free.
In case of non-payment:
Surcharges, late payment interest and reconnection costs may apply.
Measures such as collateral requests, deposits, or service restrictions may be taken.
The company may issue electronic invoices. Customers can request a paper invoice free of charge.
If the contract ends and there is a balance in the customer's favor, they may request a refund (less any handling fees).
4. Right to disconnect
The Client may request the Disconnection of premium rate services and international calls.
The request must be made through Customer Service.
FLAMENCO TELECOM will carry out the disconnection within a maximum period of 10 days.
If this deadline is not met for reasons not attributable to the Client, FLAMENCO TELECOM will assume the resulting costs from the service not disconnected.
The reconnection either subsequent deactivation These services also require an express request.
5. Responsibility and quality of service
FLAMENCO TELECOM is committed to offering a quality service, but if a temporary interruption, the Client will be entitled to a automatic compensation, which will be applied to the next bill (if it exceeds €1).
Compensations:
It will be calculated as the higher value between:
a) Average billed for services in the last 3 months, prorated.
b) Five times the monthly subscription fee, prorated by the interruption time.
For Internet:
If the interruption is greater than 6 hours continuous or intermittent (between 8:00 and 22:00), the proportional part of the fee is returned.
Quality guaranteed:
FLAMENCO TELECOM commits to a time of interruption no more than 48 hours per billing periodIf this is not met, a prorated monthly fee will be applied.
Exclusions:
No compensation is payable if the interruption is due to:
Customer non-payments or fraud.
Client equipment in poor condition.
Breach of third party code of conduct.
Responsibilities:
FLAMENCO TELECOM is not responsible for damages caused by:
Terminals not supplied by the company.
Foreign applications or configurations.
Loss or theft of the SIM card or keys.
It is guaranteed secrecy of communications, except in cases required by law (judicial intervention).
Call Privacy:
The Client may request do not display your number on callsThis option is available by contacting Customer Service.
6. Customer service and notifications
Schedule: Every day of the year, from 8:00 a.m. to 10:00 p.m..
Questions about services, billing, prices, complaints, etc. are answered.
In case of complaint:
A will be assigned reference number.
If it is a telephone call, the Client can request a supporting document (it is delivered at most 10 days).
The response will be given through the same channel used to make the complaint.
If not resolved within 1 month:
The Client can go to:
The Consumer Arbitration Boards (if the company is affiliated).
The Secretariat of State for Telecommunications and the Information Society.
Or directly to the judicial route, if he deems it necessary.
7. Protection of personal data
Data Controller:
ADVANCED TECHNICAL INSTALLATIONS SL
CIF: B23786791
Address: Calle Principado de Asturias 2, 1ºA, 23009 Jaén, Spain
DPO Contact: hello@flamencotelecom.com
More information: www.flamencotelecom.com
Purposes of data processing:
Contract management: Billing, customer service, private area, etc.
Provision of telecommunications services: Communication, Internet, billing, portability.
Verification of solvency: Query files such as ASNEF or Experian.
Communication of non-payments: To solvency files in case of certain and overdue debt.
Identity verification: To prevent fraud.
Fraud prevention: Using the Hunter system to detect suspicious requests.
Own commercial communications: Promotions, rates, etc.
Information on better rates: Legal obligation (at least once a year).
Collaboration with authorities: Communication of data to security forces, judges, etc.
Subscriber management system: CNMC, subscriber guides, emergency services.
Post-service usage analysis:
Up to 18 months after the contract for:
Improve services.
Detect incidents.
Estimate customer cancellation risk.
User rights:
Access, rectification, portability, restriction, erasure, and objection. Possible complaints to the AEPD.
8. Causes for service suspension
Reasons for suspension:
Non-payment or exhaustion of balance/credit limit.
False personal data or identity theft.
Fraudulent or irregular use of the service.
Use of fraudulent payment methods.
Procedure:
Prior notice to the client 48 hours in advance (not on a non-business day).
For landlines, suspension after 1 month of non-payment, with 15 days' notice.
The suspension does not exempt you from paying monthly fees.
Emergency calls and incoming calls will continue to work.
Service restoration:
The day after paying.
The customer must pay a reconnection fee.
FLAMENCO may remove rented equipment during the suspension.
Voluntary suspension:
The customer can request a temporary suspension (min. 1 month, max. 3 months per year).
50% is deducted from the monthly subscription.
Permanent cessation of service:
Non-payment for more than 3 months or two suspensions due to non-payment.
Damage to the network or other clients.
9. Duration and termination
Contract duration:
Initial 24 months, automatically renewable for the same period.
Right of resolution:
The customer can cancel whenever, notifying with 2 business days in advance.
FLAMENCO may cancel for:
Lack of legal authorization.
Customer defaults (non-payments, misuse, fraud).
False or incomplete data.
End of contract:
It means a definitive cut in service and possible loss of number if no conservation is requested.
10. Modification of the general conditions (GTC)
Changes:
FLAMENCO may modify CGC or rates, with 1 month in advance.
If the client does not accept:
You can cancel the contract without penalty.
If the client does not respond or continue using the service:
It is considered that accepts the new terms.
11. Changes of address, number or owner
Change of address:
It must be requested from Customer Service.
If it is not technically feasible, the contract can be terminated without penalty.
The client must carry the rented devices.
Change of number:
It may be for technical or regulatory reasons.
It is warned with 3 months in advance (on landline telephony).
There is no compensation for changing your number.
Change of owner:
Both holders (current and new) must accept the GTC.
The new owner assumes responsibility from the following day.
The previous owner remains responsible for debts owed prior to the change.
12. Assignment
FLAMENCO TELECOM may assign the contract (rights and/or obligations) to:
Companies of the same business group.
Another electronic communications operator.
No need for the Client's consent, but it must notify at least 1 month in advance.
The Client has the right to cancel the contract without penalty if you do not accept the transfer.
13. Nullity
If any clause of the contract is declared void or invalid, the remainder of the contract remains valid and enforceable.
The remaining conditions will remain binding on both parties.
14. Applicable law and competent jurisdiction
Applicable legislation: Spanish.
If the Client is consumer:
The following will be applied: legal forum corresponding to your domicile, according to consumer and user protection regulations.
Yeah is not a consumer (e.g. company or professional):
Both parties agree to submit to the Courts and Tribunals of Madrid Capital.
SPECIFIC CONDITIONS – MOBILE PHONE SERVICE
1. Object
These conditions apply only if you contract the mobile phone service, either alone or combined with other services (convergent).
2. Installation and Activation of the Line
Have 60 days from the moment you purchase or receive the SIM to activate it.
If you don't activate it, Flamenco can cancel it, but:
Can recover the money paid (upon request).
Flamenco can charge you management costs (SIM shipping, etc.).
These expenses must be indicated in the particular conditions.
3. Rates, Billing and Payments
General:
There are rates with:
Minimum monthly consumption.
Fixed monthly fees.
If you do not reach the minimum consumption, they charge you the difference.
Fixed rates are They charge at the beginning of each month and it is prorate if you unsubscribe before the end of the month.
Data Reset:
Can restart the data session every 2 hours to ensure billing.
3.1. Prepaid Option (without direct debit):
You can top up your balance:
By card.
In authorized establishments.
In form automatic if you set it up.
If the balance is negative:
The next recharge is used to compensate for this.
Flamenco can collect what you owe with the payment methods you have registered.
In case of default, they can:
Charge late payment interest (legal interest + 2%).
Additional charges (returns, reconnection).
Include you in bad debtor files if applicable.
3.2. Monthly Subscription Option (prepaid with automatic recharge):
A minimum amount (€10) is automatically charged to your card.
If you run out of balance before the end of the month, you can:
Recharge yourself.
Wait until the following month for it to renew.
If you unsubscribe, They return the unused balance to you.
Roaming and special numbers are not included; available balance is required.
4. Coverage
They only provide service in national territory with coverage.
They are not responsible for any problems due to orography or climate.
5. Identification (Monthly Subscription)
You need:
Fill out the web form.
Upload one photo of your ID or passport.
If there is any error in the data, the contract cannot be completed.
6. Suspension of Service
Deadlines:
First 30 days after suspension: You can only receive calls, SMS and MMS (soft block).
After 30 days: reception is also blocked (hard block).
After 90 days without resolving the cause: the SIM is permanently locked and the contract is terminated.
Inactivity:
If they pass 4 months without use, Flamenco may cancel the service due to inactivity.
Outstanding debt:
They can claim you:
The negative balance.
Interest and expenses management.
During the suspension period:
You can continue making calls to 112 and to Customer Service.
You can also top up and pay outstanding bills.
SPECIFIC CONDITIONS – MOBILE PHONE SERVICE
When does permanence apply?
Applies if:
You bought, rented or were loaned subsidized equipment or terminals or with advantageous conditions.
You received special discounts in the price of the service.
You linked your registration to a plan with commitment.
In all these cases, You agree to keep the contract active for the period indicated on the "cover" of the contract (document that accompanies these conditions and contains your specific information: term, penalty, team, etc.).
What happens if you cancel your subscription early?
If you cause early discharge, you change to a cheaper plan, you don't pay either you use the service illegally, are breaching the commitment, and then you must pay Flamenco Telecom:
A proportional financial compensation:
It will depend on the time remaining to complete the stay.
And of the benefit received (e.g. discount, equipment, etc.).
With a maximum that appears on the cover (taxes not included).
What if you move to an area without coverage?
If you change your address to a place where Flamenco Telecom cannot provide service for technical reasons, you should also:
Pay the proportional compensation for breaking the permanence.
What if Flamenco can't provide the service?
Yeah They cannot provide you with the service for reasons techniques foreign to you:
They don't charge you the penalty.
But you must return the equipment/terminals in 15 days as soon as they notify you.
The return must be made same as the initial delivery (usually by courier or pickup).
Yeah you don't return them, you will have to pay the amount indicated on the cover of the contract.
RIGHT OF WITHDRAWAL — FLAMENCO TELECOM
What is it?
It is the right you have as a consumer to cancel the contract without giving any explanation and without penalty, provided that you have contracted:
At the distance (via internet or telephone), or
Outside the commercial establishment (e.g. at your home with a salesperson).
What is the deadline?
Have 14 calendar days from:
The date of conclusion of the contract (when you accepted it).
Not from activation or installation, but from online signature or acceptance.
What happens if you requested portability from another operator?
If you withdraw from the contract, Portability is NOT automatically reversed.
For return to your previous operator, you must request a new portability yourself.
How is it exercised?
You must communicate your decision to Flamenco Telecom, clearly indicating that you wish withdraw from the contract, and adding the order number.
You can do it:
By email:
hello@flamencotelecom.comBy postal mail:
Principality of Asturias Street 2, 1st A, 23009, Jaén, SpainYou can use a model withdrawal form, but it is not mandatory.
It is recommended attach it signed inside the package if you return products.
What should you return?
If they handed you over equipment or terminals (e.g. mobile, router, etc.), you must:
Return them in their original packaging, with all your accessories, and in perfect condition.
They must not show any damage or signs of improper handling.
Have 14 calendar days from the moment you communicate the withdrawal to return them.
He You pay the cost of return shipping.
When do you get your money back?
Flamenco Telecom te will refund the money (all payments received) in a maximum of 14 days since you reported your decision.
However, They can withhold the refund until:
Receive the product correctly, or
Receive clear proof that you sent it.
Are there exceptions or costs?
Yes, in some cases:
If you requested service activation/installation before 14 days:
They can charge proportionally:
He consumption, and
He installation cost if it has already been done at your express request.
If the contract is linked to a credit (e.g. financed payment):
Withdrawal from the contract also cancels the credit, without penalty.
If you left an old discontinued service when hiring this new:
You will not be able to return to the old service.
But Flamenco Telecom is committed to not to harm you (although it does not specify how).
ROAMING SERVICE CONDITIONS
1. What is Roaming service?
Allows you to use your mobile line when you travel outside of Spain, in countries where Flamenco Telecom has agreements.
Does not include international calls/messages from Spain to other countries.
2. Service activation
It does NOT activate automatically with the discharge.
You must request activation (or deactivation) contacting customer service.
3. Roaming Rates
3.1 ZONE 1 (European Union and EEA)
Countries included: Germany, France, Italy, Portugal, etc. (See full list in document).
Calls, SMS and data are billed as if you were in Spain.
No surcharges.
Details:
Outgoing calls: charged according to your national rate.
Incoming calls: free.
SMS sent: count towards your bonus.
SMS received: free.
Information: Use of your national travel pass; if you use it up, excess conditions apply as if you were in Spain.
3.2 Other Areas (outside the EU/EEA)
They apply country specific rates (they can be very high).
It is charged for:
Calls made and received.
SMS sent.
Data used.
Rates available at: www.flamencotelecom.com
4. Fair Use Policy (ZONE 1/EU only)
The use of roaming in the EU is no surcharge, but only if you travel occasionally.
If detected abusive use, Flamenco Telecom may apply surcharges.
What is considered abuse?
Be more time roaming that in Spain (more than 50%) in a period of 4 months.
Have more voice, SMS or data usage in roaming than in Spain.
Do not use the line in Spain for a long time, but yes in roaming.
Wear several SIMs in a row in roaming.
Resell SIM cards outside Spain.
5. Control mechanisms
What can they check?
Residence in Spain:
They may ask you for proof that you live or have stable ties in the country.Data limits on prepaid or very cheap plans:
If you exceed a certain volume, surcharges may apply. (max. €1.30/GB in 2025).Presence and consumption indicators:
They analyze whether you spend more time or use more roaming charges than in Spain.Inactivity + roaming usage:
If your line is inactive in Spain but active in roaming, it will be considered abuse.SIM resale:
Absolutely prohibited. If this happens, they may block or restrict services.
6. Quality of service in roaming
An attempt will be made to offer the same quality that in Spain, if the local network allows it.
In some areas, there may be limitations due to:
Coverage
Foreign network technology
Your phone model
Some special or premium services may have additional costs.
7. Claims
If you believe you have been charged unfairly, you can claim within 1 month as soon as you know the fact.
Claims are managed through the Customer Service from Flamenco Telecom.
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