Service Charter

ChatSim S.r.l. is a reseller of international mobile electronic communication services (the “Company”). The Company is based at Piazza Luigi di Savoia, 22 - 20129 - Milan – Italy.
The Company sells two SIM cards, respectively called ChatSim Unlimited and ChatSim Internet + Chat (hereinafter collectively referred to as the “ChatSim Cards” for the provision of its services (hereinafter collectively referred to as the “Services”). The use of ChatSim Unlimited guarantees the reception/transmission of mobile data solely for the purpose of using compatible instant messaging applications listed on www.chatsim.com.The use of ChatSim Unlimited + Chat guarantees the access to Internet and the reception/transmission of mobile data solely for the purpose of using compatible instant messaging applications listed on www.chatsim.com.

Furthermore, the Company sells a Sim card called “Zeromobile”, to provide mobile electronic communications services (voice and data), mainly in international roaming.

In the provision of aforementioned services, in compliance with the provisions of the Resolutions of the Italian Authority for Communications 179/03/CSP, 154/12/CONS and 79/09/CSP, 519/15/CONS. The Company abides by the principles of transparency, participation, efficiency, equality, fairness, courtesy and helpfulness.

1. Equality and Fairness

The Company undertakes to provide its services to all Customers alike, without discrimination, throughout the territories in which the services are provided and in accordance with any technical and legal constraints.

2. Rights of information

The Company undertakes to provide complete and transparent information to the public on its offers and economic and technical conditions related to the ChatSim Service and other additional services provided by it. The Company undertakes to use simple, clear and understandable language, especially when communicating the economic conditions and the features of the services it offers to the public.

3. Efficiency and Sharing

The Company provides efficient services and will devote its best endeavors to upkeep and always improve their performance. The Company understands that customers have full rights of buying extensive and complete services. Therefore, the Company promotes the exchange of information on the functionality and efficacy of its services. The Company intends to allow its Customers to make suggestions and proposals for improving its services and this Service Charter.

4. Courtesy and Transparency

The Company undertakes to deal with Customers with courtesy and to ensure the utmost helpfulness and accessibility of information related to the services it offers.

5. Confidentiality

The Company undertakes to treat customers data and information as strictly confidential. Customers have the right to be informed about the methods of processing personal data priorly to the processing and to give their free, separate and revocable consent to the various possible uses of their data, also by other authorized third parties. Customers are free to enter, modify or delete their personal data in line with the Privacy Policy published on www.chatsim.com.

6. Consistency

The Company ensures that the service provided through the ChatSim card is available around the clock, all year long, except for discontinuance due to malfunctions or technical troubles. In these cases, The Company undertakes to minimize customer disturbance and notify customers about beginning and end of service discontinuance/trouble, as technically possible.

7. Efficiency and Performance

The Company intends to offer an immediate, expert and competent response to the customer needs, including through the adoption of most appropriate technological and organizational solutions.

8. Standard and Specific Standards

These are the quality levels that relate to all services offered by the Company, which shall be monitored over a reference period of no more than twelve months.

In particular, below are three quality indicators, and the specific quality standards that the Company intends to guarantee: (1) Activation time of the SIM cards: within 72 (seventy-two) hours of acceptance of the ChatSim activation proposal by the Customer; (2) Response time of the Company’s Customer Service active from 8:30 am to 4:30 pm, Monday to Friday, within 48 hours from the opening of the relevant ticket by the Client by acceding our website www.chatsim.com or by sending a message at [email protected].

Should the Company, in normal conditions, fail to comply with the specific standards (1) and (2) above, Customers shall be entitled to claim compensation through the issuance of free recharges of ChatSim worth a nominal value of 5 (five) euros, forwarding the relevant written request to ChatSim S.r.l. -Customer Service - Via Biron 102, Monteviale (VI) - Italy. The specified recharge will be effectively credited within 30 (thirty) days from the confirmation of the malfunctioning. The latter shall be executed by the Customer Service within 10 (ten) days from receiving a claim.

9. Customer Information

The Service Level related to the electronic communication services offered by the Company is specified in the attachment to this Service Charter, which is yearly updated.

10. Customer Information

In order to ensure consistent information on corporate procedures and initiatives of interest to Customers, including new rules and regulations, contracts and rates, the Company shall avail itself of all of the following tools, either jointly or severally, on a case-by-case basis:
1) information services on the website www.chatsim.com;
2) National Customer Service number;
3) leaflets and other materials on the services available at all the Company’s authorized dealers;
4) messages on ChatSim packages;
5) phone calls and text messages sent directly to each Customer.

11. Application of the Service Charter

Whenever Customers should find out that the Company’s marketing actions do not comply with the provisions of this Service Charter, they may send a report to ChatSim S.r.l. -Customer Service - Via Biron 102, Monteviale (VI) - Italy. The Company undertakes to reply rapidly and extensively to customers, no later than 30 (thirty) working days from receiving a report

Any amendment to this Service Charter will be notified to Customers by publishing the new text on the website at www.chatsim.com.