General terms and conditions

The present general terms and conditions and the specific terms and conditions of the various services which are part of them, hereinafter collectively referred to as the “General Terms and Conditions”, apply to all contractual relationships between the Client and VOObusiness. They supersede and replace as of 1 November 2024 all previous general terms and conditions applicable between the Client and VOObusiness.

1. Definitions

• Activation: Entry into service of any services requiring Activation.
• Connection: Connecting the Customer to the VOObusiness distribution network.
• Customer: Any person who is bound to VOObusiness by a Contract or who has sent a subscription application to VOObusiness.
• Contract: All the rights and obligations between the Customer and VOObusiness taking the form of the following contractual documents: the subscription contract(s) and the General Terms and Conditions. In the event of contradiction between different contractual documents, the following priority shall prevail:
  • 1. The subscription contract,
  • 2. The general terms and conditions specific to the services,
  • 3. The general terms and conditions.

The French version of the General Terms and Conditions prevails.

• Works and Services Document: Document listing the services provided in order to allow the Linkup, Supply and/or Activation of the Customer, as well as the occasional provision of any other service performed by VOObusiness for the Customer, with such services being invoiced to the Customer.
• Equipment: Equipment necessary for the installation of certain services (set-top box, modem, etc.) provided by VOObusiness to the Customer and which remain the property of VOObusiness.
• Terminal equipment: Product or relevant component of a product that allows electronic communications and designed to be connected directly or indirectly to the interfaces of a public electronic communications network (set-top box, modem, television set, computer, mobile phone, tablet, etc.).
• Installation: Operation consisting of the first installation of any Equipment at the Customer’s premises.
• Interior installation: All movable and immovable property (sockets, indoor cabling and terminal equipment, etc.) downstream of the Point of Supply which belongs to the Customer and is indispensable for receiving the services.
• Option: A service ancillary to television, internet or landline or mobile telephone services. It cannot be subscribed to independently of the main service to which it is ancillary.
• Point of Supply: Interface between the Interior Installation and the VOObusiness distribution network. It is placed in a location that is easy to access within the Customer’s home.
• Linkup: Installation of pipe works, devices, Points of Supply and accessories belonging to VOObusiness enabling the Connection of the Customer’s Interior Installation and, if applicable, the Installation and Activation of services.
• Website: the website https://business.voo.be/
• Repayment table: Table indicating, month by month, the amount to be paid by the Customer in the event of termination of the subscription contract to which the table is linked. This table is included in or attached to the subscription contract.
• VOObusiness: In these General Terms and Conditions, for all services except mobile telephony, “VOObusiness” shall mean the following legal entities: VOO SA with its registered office at rue Jean Jaurès 46, 4430 Ans, registered under company number 0696.668.549. For mobile telephony, “VOObusiness” shall mean the following single legal entity: VOO SA.
• Free Modem: Terminal equipment chosen by the Customer, and which is not part of the Equipment provided by VOObusiness to the Customers. The Private Modem needs to comply with safety requirement, technical requirements, and any other applicable legal provisions.

2. Main services offered by VOObusiness

• Television
• Internet
• Landline and mobile phone

VOObusiness services are not available throughout the whole of Belgium. The Customer can check the availability of services at their address on the Website.

VOObusiness’ Television service is intended solely for private and personal use by a natural person designated by the Customer. Other services may only be used by the Customer, their agents, employees and managers.

Any software made available, free of charge or otherwise, to the Customer, such as the MyVOO, VOO TV+, VOO Internet Security apps, etc. is protected, notably by the legislation governing intellectual property rights. Consequently, the Customer undertakes not to copy software, except when making backup copies, not to make changes to it and to comply with the obligations set out in its usage licence(s).

3. Subscription request and entry into force of the Subscription Contract

Before approving a subscription request to one or several of its services, VOObusiness reserves the right to ask for any information that VOObusiness believes may be useful for the conclusion and/or the proper performance of the Contract.
VOObusiness may refuse to approve a Customer subscription request or restrict access to certain services and Options in particular in the following cases:

1. the Customer refuses to provide VOObusiness with requested information or documents or provides inaccurate information or documents;
2. the Customer does not or has not complied with the obligations by which they are bound under a subscription agreement with VOObusiness;
3. the Customer refuses to pay a deposit and/or to pay an advance as requested by VOObusiness according to the terms stipulated under article 7.1 of the General Terms and Conditions;
4. technical reasons do not allow VOObusiness to provide the service;
5. the Customer or their behaviour prevent the technician from being able to safely perform the Installation or Linkup;
6. in case of suspicions of fraud, lack of creditworthiness, or the identity of the Customer (e.g. attachment order, asset recovery procedure, bankruptcy, etc.);
7. the Customer does not have a permanent establishment in Belgium.

In the event of restricted activation of the services, the Customer does not have access to paid products or services from third parties and cannot make any consumption outside the plan.

If necessary, an appointment is fixed with the Customer to have services installed by a technician.

The Contract is concluded and comes into force on the later of the two following dates, the Activation date of the first of the services concerned or the date on which VOO makes its Contract available to the Customer. In any case, the use of the service and/or the payment of any invoice by the Customer will automatically constitute acceptance of the terms and conditions of the Contract.

When the Customer provides VOObusiness with their contact information, it acknowledges and agrees that VOObusiness may choose, from among this information, which data it wishes to use to make any information available to the Customer (e.g. modification of the Contract, indexing, invoice, etc.). Notifications sent by VOObusiness to the Customer via one of these communication methods shall be considered as valid, sufficient and personalised. The Customer undertakes to inform VOObusiness immediately of any change in their contact details and is responsible for the consequences that may result from failure to comply with this obligation.

4. Modifications – New contract subscription(s) – Commencement

The Customer may, at any time, add or remove services (upsell/downsell) or modify his subscription package for a particular service (upgrade/downgrade). However, if the subscription contract is concluded for a fixed term, no modification may be made before its expiry if it results in a reduction in the overall monthly subscription price. If the modification requires an additional Installation at the Customer, an appointment is made with the Customer to proceed with the Installation of services by a technician. The new subscription contract is concluded and comes into force on the later of the two following dates, the Activation date of the first of the services concerned or the date on which VOObusiness makes its new subscription contract available to the Customer. In any case, the use of the service and/or the payment of any invoice by the Customer will automatically constitute acceptance of the terms and conditions of the Contract.

5. Linkup, Interior Installation, Connection, Installation, Activation, Equipment

5.1. Linkup

If the Customer does not have a working Linkup to the VOObusiness distribution network, VOObusiness will arrange the Linkup upon the former’s request; the costs will be calculated on the basis of the current rates, or where applicable, on the basis of a quotation. If the Customer fails to give 24 hours’ notice when he wishes to cancel or rearrange an appointment, travel costs shall be invoiced to the Customer on the basis of the current rates. In the event that a Linkup is not possible due to technical reasons, VOObusiness has the right to refuse the Customer’s request and shall not be required to pay any compensation.

5.2. Indoor Installation

The Indoor Installation must comply with safety regulations, technical regulations and any other applicable legal provisions. Additional information on the technical specifications relating to the compatibility of the Customer’s Indoor Installation with the services is available on the Website and will be sent to anyone who requests it in writing. The Customer alone is responsible for the compatibility of his Indoor Installation with the service. The Customer shall be required to disconnect any part of his Indoor Installation if its usage blocks or interferes with the VOObusiness network as soon as the Customer notices it or upon request by VOObusiness. VOObusiness shall under no circumstances and in no way be bound to restore the Customer’s Indoor Installation to a pristine condition.

5.3. Connection – Installation – Activation

Only VOObusiness is authorised to carry out Connection, Installation and Activation. Except in cases of force majeure, the Installation will be carried out within a maximum of 35 days of the subscription request as long as the Customer has a working Linkup with VOObusiness’ distribution network.

It must be possible for the technician to carry out the VOObusiness-related work needed without having to move furniture at the Customer’s premises, or dismantle anything. VOObusiness will do its utmost to carry out the work without causing any damage. However, VOObusiness shall never be held responsible for material, aesthetic or other damage the Customer may suffer during the work, unless there is criminal intent or gross negligence on the part of the VOObusiness technicians. VOObusiness shall under no circumstances and in no way be bound to restore the site where the work was carried out to a pristine condition.

The technician designated by VOObusiness is the only person authorized to install VOO Equipment. VOObusiness services are activated using VOObusiness Equipment.

If the Customer wishes to install his Private Modem, he is responsible for the installation of this modem and assumes responsibility for any damage resulting from its installation.

 

5.4. Equipment

To enable it to deliver certain services, VOObusiness must provide the Equipment which is described in the subscription contract. This Equipment is either provided free as part of the service subscribed to, or hired, depending on the provisions of the subscription contract. In case of suspension of service for any reason whatsoever, Equipment rental fees shall still be due. The Equipment remains the exclusive, non-transferable and non-assignable property of VOObusiness. The Equipment is made available to the Customer for personal use and the specified usage only. The Equipment may not be transferred, sold, rented, pledgedor made available to third parties in any form whatsoever. The Customer remains responsible for the Equipment and is required to keep it in good order for the entire length of the subscription contract thereto and after the expiry of the subscription contract, until the Equipment is returned to VOObusiness. The Customer will keep the Equipment in his exclusive possession or under his exclusive control at the installation site. Accordingly, the Customer shall undertake to protect the Equipment provided by VOO, in particular against theft and accidental damage. The Customer formally undertakes not to carry out any technical intervention, or make any changes or modifications to the Equipment. Should the Equipment need to be replaced or updated, however, VOObusiness shall provide the Customer with new Equipment or instruct them how to update the Equipment. The Customer should install the new Equipment or update their Equipment as per the instructions provided by VOObusiness. The Customer using his Private Modem is allowed to disconnect the Equipment provided by VOObusiness, but must keep the Equipment in his exclusive possession or under his exclusive control at the installation site for future use, in case of issues and/or for return in the event of service termination. If the Equipment is seized, or a third party makes any claim to it whatsoever, the Customer is required to oppose this and notify VOObusiness immediately. If the Equipment is lost, stolen or damaged, the Customer is required to inform VOObusiness within 48 hours. VOObusiness will repair the Equipment unless the repair needed is caused by negligence, an error, or by a deliberate or fraudulent act by the Customer. The measures to be taken are at VOObusiness’ discretion. If the repair or replacement is deemed to be the responsibility of the Customer, they will be charged for it by VOObusiness in line with the current rates and flat-rate compensation imposed. In the event of replacement or repair, VOObusiness shall not be held liable for the loss of the Customer’s data stored by him in the Equipment. The Customer is bound to comply with the obligations set out in his subscription contract at all times.

The Equipment made available to the Customer must be returned to the location(s) designated by VOObusiness within 15 days of the end date of the relevant subscription contract. When the Equipment is returned, any guarantee paid by the Customer is reimbursed to him no later than the final day of the month following the month in which the Equipment was returned, with deductions made for any costs for repairing the Equipment or replacing missing elements and any sums owed by the Customer to VOObusiness.

If the Equipment is not returned within the given deadline, a flat-rate compensation will be charged to the Customer on the basis of the current rates. If this is the case and the Customer has paid a guarantee, VOObusiness will retain this guarantee to cover all or part of the sum of this compensation.

The payment of a compensation does not result in the transfer of ownership of the Equipment. VOObusiness remains the owner of the Equipment at all times.

The Customer may not use the Equipment with another service provider, among other reasons as updates cannot be guaranteed.

The activation of VOObusiness services is done using VOObusiness Equipment. After this installation, the individual Customer may choose to replace the VOObusiness Equipment with his Private Modem while following the procedures described on the VOObusiness website. However, the Customer shall, in all circumstances, keep the VOObusiness Equipment in his exclusive possession or under his exclusive control at the installation site.

The use of a Private Modem is subject to the following limitations and exceptions:

• The Private Modem must meet the technical specifications as published and updated on voo.be.
• In the event of using a Private Modem that does not comply with the technical specifications, VOObusiness cannot guarantee the compliance of the services provided with the applicable rules.
• The Customer is responsible for the installation in accordance with the imposed procedures and for the updates (software) of the Private Modem.
• When using a Private Modem, VOObusiness cannot guarantee the security, protection and privacy of the Customer’s home network. The Customer is responsible for the proper functioning and security of his Private Modem.
• In the case of the installation of a Private Modem, the Customer will be responsible for any damage resulting from such installation.
• The Customer agrees to reinstall the VOObusiness Equipment if necessary for customer support in the event of service disruptions or following any directive from VOObusiness to do so to ensure network security.
• To ensure the proper functioning and security of the network and the private networks of end users, VOObusiness has the right to refuse equipment that does not meet the technical specifications and to take action against the Customer who is clearly behind on updates for his Private Modem.
• VOObusiness reserves the right to (temporarily) suspend the Customer’s service if the Private Modem causes disruptions for other users or if the Customer’s Private Modem does not meet the established technical requirements. VOObusiness cannot be held responsible for the consequences related to the suspension of service.
• Under no circumstances can VOObusiness be held liable for damages resulting from the use of a Private Modem. In the event of damage to the Customer’s network or to one or more other users resulting from the Customer’s use of a Private Modem, VOObusiness may hold the Customer responsible for the damages caused by the use of the Private Modem.

6. Length and termination of the contract

6.1 Duration

The duration of the subscription contract is as stated therein. When the Customer subscribes to a set of services offered for an all-inclusive price, the subscription contract(s) for the service(s) previously subscribed to by that Customer which is/are included in this set of services is/are terminated automatically. If a Customer who has subscribed to such a set of services terminates one or more services included in this package without cancelling all of them, to the extent that the service(s) that the Customer has not terminated are offered by VOObusiness, a new subscription contract will be concluded automatically for such a service or services, having the most similar characteristics to those of the services provided to the Customer in his previous subscription contract.

6.2. Termination by the Customer

Without prejudice to the application of article 6.3, the Customer may, at any time and without giving any reason, terminate his Contract via the contact form available on the Website, by simple letter or by registered letter addressed to VOObusiness rue Jean Jaurès, 46, 4430 Ans for Customers of VOO SA. VOObusiness shall take all the necessary steps to discontinue the service in question on the date chosen by the Customer or immediately, if requested by the Customer, given the technical constraints, and shall inform the Customer with a confirmation in writing.

6.3 Compensation

6.3.1. Without prejudice to the application of article 6.3.3, in the event of early termination of a fixed-term subscription contract occurring before the end of the subscription contract if the duration of the subscription contract is less than 6 months or before the expiry of a period of six months after the entry into force of this contract if the duration of the contract is equal to or greater than 6 months, VOObusiness may claim from the Customer a termination compensation equivalent to the subscription fees still due until the end of the said contract if the duration of the contract is less than 6 months or which would still be due until the end of the sixth month period following the entry into force of the said contract if the duration of this contract is equal to or greater than 6 months

6.3.2. Furthermore, in the event of the termination of a contract for the subscription or retention of which the obtaining of a Terminal Equipment, free of charge or at a lower price, was linked, occurring before the last due date of the Repayment Table for said Equipment, VOObusiness may claim compensation from the Customer corresponding to the amount indicated in the repayment table for the month during which the termination occurs. The Repayment Table indicates the residual value of the Terminal Equipment or the amount outstanding on the Contract until the fixed-term contract expires, using the lowest amount, for each month remaining on the fixed-term contract.

6.3.3. However, the Customer may terminate the Contract at any time without notice and without being liable, if applicable, for the termination compensation referred to in article 6.3.1. in the event that the Customer moves outside the territories served by VOObusiness. In this case, the Customer shall attach all written proof required to his termination request. If applicable, the Customer may have to pay the compensation as provided in article 6.3.2.

6.4 Change of operator – Easy Switch procedure

Easy Switch is a procedure aimed at simplifying the change of operator for internet and television services. When subscribing, if the Client wishes to use this procedure, they complete and validate a migration mandate for their services in favour of VOObusiness. This mandate will be sent by VOObusiness to the former operator as soon as possible after the activation of the Client’s services so that the former operator cancels the relevant services.
In the event of a delay in activation, if the service activation has not taken place on the set activation date, the Client is entitled, upon express request, to compensation of 6 euros per day of delay. The set date for activation is included in the number of days of delay.
The Client can also request the transfer or termination of the fixed and/or mobile telephone numbers they had with their former operator.
If the service interruption lasted more than one working day during the provider change process, the subscriber is automatically entitled, without having to make a request for this purpose, to compensation of 10 euros for each additional calendar day of service interruption by the receiving operator.
The implementation of the Easy Switch procedure does not exempt the Client from fulfilling their obligations towards their former operator.
VOObusiness cannot be held responsible if the Easy Switch procedure is not executed or is executed late for a reason depending on the former operator or the Client themselves. VOObusiness cannot, in particular, be held responsible in the event of a false, incorrect or illegible Easy Switch request.
When the installation of services requires a technician’s visit, they must provide the Client with a report of their visit. If the visit report shows that the technician did not show up during the agreed time slot, the Client is automatically entitled, without having to request it, to compensation of 30 euros per missed appointment.

6.5 Restriction/Suspension of service – Termination by VOObusiness

If a Customer who has subscribed to one or more services requiring Installation does not have this Installation carried out within 30 days of his subscription, or if a Customer who has subscribed to a mobile service does not activate his SIM card within 60 days of receipt, the Contract will be automatically terminated.

If a Customer who has subscribed to a package of services offered for a global price including a mobile phone service, activates his SIM card(s) but does not activate his other services within 30 days of the conclusion of the subscription contract, the Contract will be automatically terminated and a new subscription contract relating solely to the mobile phone service will be automatically concluded. Similarly, if a Customer who has subscribed to a bundle of services offered for a total price including a mobile phone service activates the other services but doesn’t activate his SIM card(s) within 60 days of signing a subscription contract, this will automatically be cancelled and a new subscription contract covering only the remaining services will automatically be concluded. The Customer will be informed in advance.

In the event of the Customer’s failure to comply with the obligations of the Contract other than his obligation to pay, such as unauthorised or fraudulent use of the services or the Equipment, behaving aggressively towards VOObusiness staff, failure to comply with health & safety measures during a meeting with a technician or threatening their safety, VOObusiness may terminate the Contract or the subscription contract for the service(s) concerned at any time, without warning or formal notice by simply notifying the Customer in writing. Termination shall take place without prejudice to VOObusiness’ right to invoice any overconsumption and to claim compensation for any loss it may have suffered.

If a Customer does not fulfil his payment obligations under his Contract, he shall receive a warning message from VOObusiness warning him of the risk of his service(s) and Option(s) being restricted or suspended. If, within the time limit set in this message, he does not pay the outstanding amounts to VOObusiness in full, and fails to notify it of any valid dispute in relation to the unpaid amount or request a repayment plan, VOObusiness may restrict or suspend his service(s) and Option(s). For the duration of the restriction/suspension of the service(s), the Customer shall be solely responsible for the costs directly related to the services that will be provided. If the Customer rectifies his situation during the restriction/suspension period, VOObusiness will reactivate the Customer’s services and Options within 24 hours of receipt of the payment. VOObusiness reserves the right to charge the Customer a reactivation fee of a maximum of €30 including VAT. If the Customer still fails to pay the outstanding amounts, he will receive a warning message from VOObusiness notifying him of the risk of termination of his Contract. If the Customer has not paid all the sums due by the end of the period set in this message, VOObusiness may terminate the Contract automatically without notice or compensation.
VOObusiness may also, at any point, terminate the open-ended subscription contract, by registered letter, by letter or e-mail, addressed to the Customer, provided VOObusiness gives 30 days’ notice which takes effect on the first day of the month following the notification.

6.6. Moving house

The Customer must inform VOObusiness that he is moving house and supply his new address using the contact form available on the Website. If the Customer moves to an address that is connected to the VOO network, the television, internet and landline services to which the Customer subscribes may, at his request, be transferred to his new address subject, however, to technical feasibility and the establishment of regular payments. If this is done, VOObusiness will ensure the continuity of the services at the new address. All services provided by VOObusiness in the event of the Customer moving house to enable him to keep his services shall be invoiced to him on the basis of the current rates. If the Customer moves out of his premises without terminating or transferring his Contract, that Contract shall remain in force.

7. Financial terms and conditions

7.1. Price – Guarantee – Advance payment – Deals

The cost of the monthly subscription to the services and Options and the cost of consumption outside the plan is payable by the Customer as from the Activation of each of the services. The price of the subscription is, unless otherwise stipulated, that in force on the day of the entry into force of the subscription contract. The fees for the usage of services, if applicable, are invoiced to the Customer on top of the subscription price on the basis of the current rates. Furthermore, Installation Charges, Activation Charges and any other service performed by VOObusiness for the Customer will be invoiced to the Customer according to the current rates. Details of its current pricing, pricing applicable to special numbers, fees including maintenance fees and compensation can be found here and will be sent to anyone who makes a written request to VOObusiness. VOObusiness reserves the right to adjust its prices according to the consumer price index once a year. Prices are adjusted according to the following formula: new price = old price multiplied by (the latest index of consumer prices divided by the index of consumer prices on the date when the previous prices were determined).

VOObusiness reserves the right to request that the Customer transfers a deposit before the Contract is concluded or while the Contract is effective, namely in the following cases:

• To guarantee the return of Equipment;
• In case of serious suspicions of fraud, lack of creditworthiness, reliability or stability of the Customer (e.g. incorrect information provided by the Customer, payment default, attachment order, asset recovery procedure, bankruptcy, etc.);
• Home, establishment or invoicing address abroad.

The deposit may apply to the payment of all sums that the Customer owes to VOObusiness. If VOObusiness uses all or part of the deposit, the Customer must replenish it. At the end of the Contract, the deposit or its balance shall be refunded to the Customer if all the sums owed to VOObusiness have been paid.

The maximum amount of the deposit required under the Contract shall not exceed the foreseeable invoicing amounts over a period of 3 months calculated on the basis of the cost of the subscription and the average consumption invoiced during the last 6 months preceding the deposit request.

VOObusiness reserves the right, before the conclusion of the Contract, to require that the Customer systematically transfers an advance, or, while the Contract is effective, to invoice the services provided to the Customer more frequently than monthly (twice monthly or weekly) in the event that the total monthly amount to be invoiced exceeds €100 excluding VAT. (including fee(s) and consumption) and/or €50 excluding VAT for VOD consumption.

When a deal is granted to the Customer under certain conditions, if it transpires that the Customer does not fulfil the stipulated conditions, the deal will be cancelled. The deal will also be cancelled when the Customer who requested it does not proceed to the Installation of the Equipment necessary for the operation of the services to which it has subscribed within two months from the mail or letter from VOObusiness confirming his subscription request, or when he does not make all the payments required to benefit from the deal within 30 days of receipt of the corresponding invoice.

7.2. Invoicing – Payment – Direct Debit

The services provided by VOObusiness are the subject of invoices, which are made available to the Customer on his MyVOO space and which are sent to him by email or, if the Customer has not provided an email address or at his request, by post.
Via MyVOO, VOObusiness provides the Customer with features that enable him or her to track, free of charge, his up-to-date consumption figures, and sends free alerts should consumption exceed his or her plan.

Usage of the roaming mobile phone service will be invoiced to the Customer as soon as VOObusiness has all the information required to create the invoice.

In the event that the Customer has used the services provided by third parties, the monthly statements will include, where appropriate, the following: “Services provided by third parties VAT Circular No. E.T.109.696 (AFER No. 50/2009) of 12/11/2009”. Insofar as VOObusiness only acts as intermediary for the invoicing and collection of the due amounts, the Customer shall send any complaints to the third party that provides the service in question.

Payments can be made by bank transfer or by direct debit. Transfers must mention the acceptance giro indicated by VOObusiness on the invoice. The amounts due to VOObusiness are payable within 15 days of any request for payment thereof sent by VOObusiness or, for Customers who have chosen to pay by direct debit, on the day of the first direct debit payment for the amount concerned. VOObusiness expressly reserves the right to collect payments from the Customer in settlement of any unpaid sums owed by the Customer to VOObusiness.

When the Customer opts to pay for one of the services by direct debit, this direct debit will be used as the payment method for all sums due to VOObusiness for all other services provided by VOObusiness (outstanding invoices and invoices not yet payable) unless the Customer objects to this formally and in writing. However, VOObusiness reserves the right to collect payment by electronic transfer for the initial amount(s) due. If the Customer makes payments by direct debit, and his bank refuses to make the transaction, VOObusiness reserves the right to invoice a penalty fee of €9 and to deactivate the direct debit. At the Customer’s request, VOObusiness will provide a duplicate invoice free of charge. Additional copies will be charged to the Customer on the basis of the current rates.
Invoices can be addressed and sent to a third-party payer designated by the Customer and upon the request of the Customer. Designating a third-party payer does not release the Customer from his obligation to pay if this third-party fails to respect his obligations. The third party payer shall not acquire any rights resulting from the subscription contract in question. Unless instructed otherwise by the Customer, all refunds will be made by VOObusiness into the account that the Customer uses to pay the sums due to VOObusiness if this account is in his name or mainly in his name. If this is not the case, VOObusiness will ask him to provide the bank account number to which such refund is to be made.

7.3 Late payment

In case of delay or default in payment, even partial, by the due date of the invoice, VOObusiness may send one or several reminders to the Customer. The first reminder is sent without charge. A maximum of 4 reminders per invoice unpaid in whole or in part or paid late will be charged to the Customer at a unit price of €10 each. Interest at the statutory rate will be automatically charged forthwith against any sum not paid by the due date; partial months are payable as full months. The applicable legal rate is available here. The Customer will also be liable for a flat-rate compensation equal to 15% of the amounts unpaid at their due date with a minimum of €50. This flat-rate compensation covers the administrative cost of processing unpaid invoices, excluding recovery costs generated by third party intervention.

Moreover, all sums due to VOObusiness shall become payable automatically and without formal notice in the event of any delay in payment of an invoice or monthly payment, when a payment plan has been concluded, including those for which payment facilities had been granted.

If any amounts remain unpaid to VOObusiness after having sent at least two reminders, VOObusiness may entrust the recovery of such sums, before any judicial decision, to a bailiff, a lawyer or a third party. In addition to the amounts owed to VOObusiness, the Customer must then pay the cost of acts served and interventions performed by the bailiff, lawyer or third party for recovery as well as deposit and/or collection fees. These acts and operations (reminder, notice, research fees, deposit and collection fees, etc.) shall be charged at the rates established by the Royal Decree of 30 November 1976 fixing the rates for acts of bailiffs in civil and commercial matters as well as that of certain allowances. http://www.ejustice.just.fgov.be/cgi_loi/change_lg.pl?language=fr&la=F&cn=1976113030&table_name=loi

These rates are as follows:

EXTRACTS FROM THE 2023 RATES IN EUROS
		Excl. VAT	Incl. VAT
FORMAL NOTICE/REMINDER + STAMP (1)(ART. 7)	Up to 124,99	18,28	22,12
FORMAL NOTICE/REMINDER + STAMP (1)(ART. 7)	125,00 and more	21,62	26,16
COLLECTION CHARGE (ART. 8)	1% principal and interests MINIMUM	14,61	17,68
COLLECTION CHARGE (ART. 8)	1% principal and interests MAXIMUM	144,89	175,32
COLLECTION CHARGE ON DEPOSIT (ART. 8)		Excl. VAT	Incl. VAT
From 24,99		3,01	3,64
From 25,00	to 124,99	5,04	6,10
From 125,00	to 249,99	8,32	10,07
From 250,00	to 494,99	14,61	17,68
From 495,00	to 744,99	31,25	37,81
+ than 745,00		41,40	50,09
Research fee (Art. 13 1°)		8,97	10,85
Research fee + copy of an entry in the national register		9,35	11,31

These rates are indexed annually on 1 January on the basis of the Consumer Price Index.
In case of judicial recovery of any unpaid invoice, if it is brought before the court, the debtor shall also be liable for all court costs without prejudice to any claim for damages and other actions, including litigation, necessary to safeguard the interests of VOObusiness.
If VOObusiness does not pay the amounts it owes to the Customer within the agreed timescale, the Customer is entitled to the same late payment penalties.

8. Service Availability – Maintenance

Subject to technical constraints, VOObusiness undertakes to engage all resources at its disposal to ensure that the Customer can access the service(s) to which he subscribes. However, VOObusiness makes no warranty, express or implied, as to the error-free or uninterrupted operation of the service or the ability of the service to meet the Customer’s expectations or needs.

Some maintenance operations, which are required to keep the services operating to a good standard, may involve a temporary interruption to the services for which VOObusiness may not be held responsible. VOObusiness makes every effort to conduct these operations outside peak service usage times.

9. Responsibilities

9.1. The responsibility of VOObusiness

No minimum quality level is guaranteed by VOObusiness. VOObusiness shall not be held responsible except in the event of criminal intent or gross negligence on the part of its employees or its representatives, or if it fails to meet an obligation in respect of one of the main services provided for under the Contract. Its responsibility, if applicable, is solely limited to compensation for expected, direct, personal, material and certain other damages suffered by the Customer and excludes compensation for all indirect or immaterial damage. VOObusiness cannot be held responsible for interruptions or disruptions to services due to force majeure or other unforeseeable events, such as pandemics, strikes, bad weather, subject to the discretion of the Courts or any other events attributable to the Customer or a third party. In all circumstances, VOObusiness’ responsibility will be no greater than an amount equal to the total sums paid by the Customer to VOObusiness for subscriptions to the service(s) during the 24 months preceding the damage.

9.2. The responsibility of the Customer

The Customer is solely responsible for all direct or indirect, material or immaterial harm caused to VOObusiness or to third parties by the Customer or any third party using the service subscribed to by the Customer. The Customer agrees to compensate VOObusiness for any harm resulting in particular from any act, claim for or award of damages against VOObusiness as a result of the behaviour of the Customer or any third party using the service subscribed to by the Customer or resulting from infringement of the intellectual rights of third parties by the Customer or any third party using the service subscribed to by the Customer.

The Customer will be liable in the event of fraud relating to the Linkup, the Connection, the Installation, the Activation and/or the Equipment made available to it, such as but not limited to connection sharing. Under these circumstances, without prejudice to the right of VOObusiness to claim damages, the Customer shall pay VOObusiness a flat-rate compensation of €250 per breach to cover the shortfall as well as the cost of repairs and other technical and administrative costs.

The Customer assumes full responsibility for choosing their PIN/password/login codes and for keeping them, as well as for the use that may be made of them by him and/or a third party. The Customer shall take all useful and necessary measures to avoid cybercrime and computer viruses, in particular by regularly changing his passwords (Wi-Fi, myVOO account, etc.) in compliance with the security standards recommended by SafeOnWeb. https://www.safeonweb.be/fr/utilisez-des-mots-de-passe-surs.

The Customer expressly relinquishes generally any recourse whatsoever against VOObusiness in relation to this.
The Customer is responsible for any damages suffered by VOObusiness or third parties following the use of the SIM card by him or by a third party and any device on which it is used, even if it is lost or stolen. If the SIM card is lost or stolen, the Customer remains liable for his obligations arising from his subscription contract until the time when the Customer notifies VOObusiness of the loss or theft and requests a suspension of the service.

10. Transfer

The transfer by a Customer of his rights and obligations as set out in the Contract to a third party is only permitted for certain services and requires prior written agreement from VOObusiness. In the event VOObusiness consents to a transfer, all rights and obligations arising out of the Contract, including, where applicable, the payment of any compensation owing as a result of cancelling the Contract, such as, if applicable, any amount payable pursuant to a repayment table linked to the Contract, shall be transferred to the transferee, who accepts them. The assignee and the assignor must send VOObusiness a Contract transfer request form duly signed by both parties. This form is available on the Website and is sent to anybody who requests it from VOObusiness in writing. VOObusiness may transfer all or part of its rights and obligations resulting from the Contract to any third party of its choice without the Customer’s approval.

11. Complaints and intervention by the ombudsman

11.1. Complaints made against VOObusiness

Any complaint by a Customer may be addressed to VOObusiness via the contact form available on the Website or by post addressed to the VOObusiness customer service department at rue Jean Jaurès, 46, 4430 Ans for Customers of VOO SA.

For complaints about invoicing, the Customer has a deadline of 30 days from the date that his bank account is debited, or from the date that he received the invoice to contest the amount. If this deadline is exceeded, the Customer is deemed to have definitively accepted the amount.

Payment remains due on the agreed date unless the Customer has lodged a complaint, declared admissible, with the Ombudsman. The Customer has a period of five calendar days from the suspension of the service to lodge a complaint. If the complaint has not been made within this period, the Customer may not claim any compensation from VOObusiness for the damage resulting from this suspension, for the period between the fifth day and the day when the claim is made.

11.2. Complaint lodged with the Ombudsman

Any Customer who is not satisfied with the way VOObusiness handles his complaint may contact the Telecommunications Ombudsman, which is a legal entity instituted by the Belgian Institute of Postal and Telecommunications Services:

Ellipse Building, Boulevard Roi Albert II 8 bte 3, 1000 Bruxelles:

• by fax on 02 219 77 88;
• by coming to the offices of the Ombudsman during opening hours (from 9.00 am to 5.00 pm);
• by completing the forms available on the website http://www.ombudsmantelecom.be.

The Telecommunications Ombudsman operates entirely independently of VOObusiness. In line with its remit, it receives no instructions from any authority. The Customer has the option of contacting the ombudsman in French or Flemish. At the Customer’s request, VOObusiness will provide him with the procedure to be followed for lodging a complaint with the ombudsman.
Complaints are only admissible if the Customer can demonstrate that he has already lodged a complaint with VOObusiness using its complaints procedure. Only written complaints are accepted.

11.3 Proof

The Customer recognises that logging his requests and the information registered in the VOObusiness IT and order systems constitutes formal proof of the Customer’s requests, such as requests for subscribing to and/or activating a service or an Option, modifying the type of service to which the Customer is subscribed, ordering programmes, etc.

11.4 Applicable codes of conduct

VOObusiness is subject to the following codes of conduct:

• ISP Code of Conduct issued by the “Internet Service Provider Association Belgium” abbreviated to “ISPA Belgium” and available on the website www.ispa.be
• Code of Ethics for Telecommunications (Royal Decree of the 9th of February 2011/Belgian Gazette 21.06.2011, p. 36508) available on the website www.telethicom.be.

At the written request of the Customer, a copy of these codes will be sent to him.

12. Personal data necessary for the provision of the services or to be collected in the context of the provision of the services

In order to be able to provide its services to the Customer, VOObusiness collects the Customer’s identification data such as business name and commercial name, surname and first name(s) of contact persons, home and service provision address, email address, telephone and/or mobile phone number. VOObusiness also records the type of subscription chosen as well as the Options. If the Customer instructs VOObusiness to transfer his services from his former operator and to cancel his services with that operator, VOObusiness collects the Easyswitch number and/or the customer number from that operator as well as any landline and/or mobile telephone numbers to be transferred. To ensure payment for its services, VOObusiness collects the bank account number, the method of payment (direct debit, direct debit order number, etc.), the payment history, as well as a history of reminders sent to the Customer. If the Customer creates a personal account, VOObusiness records this information as well as the Customer’s log-in and password. VOObusiness also records any interaction with the Customer, such as calls to its call centre, a visit from a technician, the sending of letters or the exchange of emails or electronic messages.

In addition, in the context of the provision of its services, VOObusiness is called upon to collect and process a large amount of data concerning the Customer and the use that he makes of his services. VOObusiness thus collects all technical data relating to the equipment and SIM card(s) supplied such as the numbers relating to the SIM cards (IMSI, ICCID), the International Mobile Equipment Number (IMEI), the modem number, the PIN/PUK codes, the types and identification numbers of modems and set-top boxes or terminal equipment sold or provided by VOObusiness to the Customer. VOObusiness also collects data relating to connections to the services such as connection logs, MAC address, IP address or geolocation of the Customer, consumption data such as data relating to the Customer’s VOD purchases and viewing, the volume of consumption of the services (volumes of fixed and mobile internet consumption, call minutes, number of SMS/MMS messages sent and received). VOObusiness also collects data relating to the Customer’s browsing on the Internet (time/date of the Internet connection, sites visited) as well as data relating to the use of his telephone connections (duration of calls, duration between the dialling of the number and the start of the call, call numbers and numbers called, unsuccessful calls, origins and destinations of SMS/MMS messages).

13. Changes to the General Terms and Conditions of the subscription contract

VOObusiness undertakes to inform the Customer of any change to the General Terms and Conditions applicable to an open-ended contract or any change to the open-ended subscription contract with an impact for the Customer at least one month before its entry into force. Any Customer who objects to the changes to the General Terms and Conditions applicable to an open-ended contract or to the changes to the open-ended subscription contract has the right to terminate without charge, in the first case, the Contract, in the second case, the open-ended subscription contract no later than three months after notification of the changes.

However, VOObusiness reserves the right to modify the contractual terms and conditions without the Customer being offered a right to terminate the contract without charge if the change is exclusively for the benefit of the Customer, is of a purely administrative nature and has no negative impact on the Customer or is directly imposed by or by virtue of legislation that leaves VOO no choice in the matter of implementation or if it is an increase linked to the consumer price index provided for in the Contract. The Customer will be informed of such change at least one month before it enters into force.

14. Security and integrity of the network

VOObusiness takes adequate and proportionate technical and organisational measures, including encryption where necessary, to manage the security risks of the network and services in an appropriate manner and to prevent and limit the impact of potential security incidents both for users and for other networks and services. In the event of a concern for security or confidentiality and/or a concern that one of the services may be abused, VOObusiness may, in particular, change the Customer’s log-in or password. VOObusiness will inform the Customer if applicable.

VOObusiness may individually inform its Customers potentially affected by a threat, of the existence of the threat and of any protective or corrective measures that they may take.

In the event of abuse, fraud, illicit or malicious use or suspicion of abuse, fraud, illicit or malicious use committed on the VOObusiness network by the Customer or any third party using the service subscribed to by the Customer that comes to VOObusiness’s attention, or in the event of the Customer disclosing information likely to harm the security of the network and the VOO Equipment, VOObusiness will take action against the Customer. If a situation proves to be particularly urgent, VOObusiness may immediately suspend the Customer’s connection or the service concerned on a temporary basis or definitively to preserve the integrity of the network. If the breach does not cease or the Customer does not take the necessary measures to remedy the breach, VOObusiness may, without prejudice to the right to claim damages and interest, terminate the Customer’s Contract in accordance with article 6.5.If a Private Modem causes disruptions for one or more users or if the Customer’s Private Modem does not meet the established technical requirements, VOObusiness may also proceed with the suspension of services.

15. Jurisdiction and applicable law

The Contract is governed by Belgian law. Any dispute concerning the interpretation or execution of the Contract will be under the exclusive jurisdiction of the courts of the district of Liège.

GENERAL TERMS AND CONDITIONS APPLICABLE TO THE DIFFERENT SERVICES

16. Television services

16.1. Copyright

The content of the programmes offered by VOObusiness is protected among others by legislation relating to intellectual property rights and in particular copyright. Any recording or copy made of this content on any medium for any purpose other than for private use and any public distribution are prohibited. In application of the legislation in force, VOObusiness is obliged to pay royalties. These are charged to the Customer in whole or in part and are included in the subscription price paid by the Customer. The same is true for the obligatory contributions imposed by the French Community under the terms of the decree on broadcasting.

16.2. Set-top box and Digital TV card

To receive a digital television or interactive digital television service, the Customer must have a VOObusiness set-top box. If the Customer wishes to receive the digital television or interactive digital television service on several television sets, he must have a set-top box for each television set. The Customer can also benefit from the digital television service by means of a VOObusiness digital TV card. The digital TV card only works with compatible television sets, the list of which is available on the Website. The number of digital TV cards is limited to 3 per subscription contract.

The Customer may only use the set-top box or the digital TV card for the purposes of decrypting the digital television channels to which he has access under the terms of his subscription contract. Under no circumstances may they be used directly or indirectly to allow a third party to receive the VOObusiness television services.

 

In case of the usage of a Private Modem, VOObusiness cannot guarantee the quality of its TV services.

16.3. Chip card

The Customer shall ensure that he inserts any chip card supplied by VOObusiness into the set-top box in the space provided for this purpose and which enables him to access the digital television or interactive digital television service. The smart card supplied by VOObusiness remains the exclusive, non-transferable and unseizable property of VOObusiness. It may not be transferred, sold or made available to a third party in any form whatsoever and may only be used with the VOObusiness set-top box.

16.4. Programmes

VOObusiness broadcasts the radio and television signals for the channels that form part of its offer. The programmes announced by the television channel broadcasters are the responsibility of those broadcasters and may, at any time and without notice, be changed by those broadcasters. Since VOObusiness is not a broadcaster of programmes, it shall never be held responsible for their content. VOObusiness is not solely responsible for the transmission of programmes and therefore may not be held responsible for direct or indirect damage due in particular to a breakdown, delay or interruption in the retransmission or reception of programmes. VOObusiness provides Customers who subscribe to the digital television and interactive digital television service with an electronic programme guide. This functionality allows Customers to consult information about the programming on certain channels. VOObusiness may not be held responsible for the content, precision and the exhaustive nature of this information. VOObusiness has the right, at any time and without notice, to modify the technical characteristics of the services and their make-up, particularly the number and nature of the channels and the make-up of the catalogue of programmes offered by VOObusiness (VOD/VODS).

16.5 App Store and apps

VOObusiness may decide to offer the Customer, through the set-top boxes of his choice, the possibility of accessing an App Store where he may subscribe to and access the services of certain apps.

If VOObusiness decides to offer an App Store through one or several of its set-top boxes, each set-top box may have its own dedicated App Store.

Where this possibility of accessing an App Store is offered by VOObusiness, VOObusiness shall be free to select the apps that are accessible through this App Store, and to discontinue access thereto at any time. The accessible apps may vary depending on the App Store offered.

As applicable, the Customer shall be required to accept and comply with the general terms and conditions of the App Store in question ahead of time, as well as those of every app he wishes to subscribe to.

The Customer shall equally be required to transact any payments as may be required in accordance with the instructions issued by the respective suppliers of the said services.

VOObusiness offers no assurances that the App Store or the functions of the services subscribed to by the Customer through the App Store meet his expectations or needs, nor that they shall be available without interruption or that they shall be error-free.
Access to the App store and the said services, as well as the use thereof, shall be at the Customer’s sole responsibility and personal risk.
The Customer hereby absolves VOObusiness from all liability arising directly or indirectly from the use made by the Customer of the App Store and of the services which he subscribed to through the App Store.

VOObusiness shall not be held liable for any loss and/or harm, of any nature whatsoever, incurred by the Customer as a result of the suspension, the interruption, the (technical) disruption, the slow speed, access problems and/or interruption of all or part of the App Store, the accessible apps and the services subscribed to through the App Store, whether this is due to VOObusiness or to the supplier of the service in question.

16.6 VOO TV+ Service and Application

The content of the website and the VOO TV+ application is only available for viewing in the countries of the European Union.

17. Internet service

17.1. Usage conditions

In order to guarantee optimum usage conditions for the service, the VOObusiness Internet unlimited service offers are intended solely for the Customer, their agents, employees and managers. This usage guarantees intensive use for the Customer. The unlimited nature of the service cannot be assured, particularly in cases of fraud, dishonest usage, usage infringing the rights of third parties, particularly the intellectual property of third parties, or usage that constitutes an abuse of case-law.

The Customer undertakes to respect the instructions concerning access to and consumption of the internet service, particularly as regards volume and speed, given by VOObusiness on its web page https://www.voo.be/fr/gestion-reseau/ to ensure a level of service quality for all Customers.

17.2 Copyright

The content of the programmes offered by VOO is protected among others by legislation relating to intellectual property rights and in particular copyright. Any recording or copy made of this content on any medium for any purpose other than for private use and any public distribution are prohibited. In application of the legislation in force, VOO is obliged to pay royalties. These are charged to the Customer in whole or in part and are included in the subscription price paid by the Customer

17.3 Email address

If the Customer has an email address made available by VOObusiness, he automatically retains access to it free of charge for 18 months after termination of his subscription contract.

17.4. Protection of computerised data

The Customer is solely and fully responsible for his use of the internet service. The Customer undertakes to use the service in compliance with all legislation in force. In a general manner, the Customer undertakes to use the service with all reasonable care. He undertakes to comply with all copyright law in connection with the data he uses or transmits and expressly relieves VOObusiness of all responsibility in this respect.

From that point on, VOObusiness may never be held responsible for the consequences resulting from this use or for the content of the data transmitted or received by the Customer.

The Customer recognises that VOObusiness has no control over these data and has no obligation to provide any such control. The Customer relinquishes any recourse against VOObusiness on the grounds of any damage of any kind that he may suffer while using the service, whether wrongfully or not.

VOObusiness may never be held responsible for damages, errors or omissions, interruptions, faults, theft or destruction caused by a third party to the Customer’s IT system. Nor shall VOObusiness be held responsible for the loss of computerised data stored on the Customer’s system or any loss of data from the e-mail made available to him.

17.5. VOO Internet Security Service

17.5.1 Terms and conditions of the subscription

The Customer may only use the VOO Internet Security service after accepting in advance and respecting the licensing terms and conditions issued by F-Secure of which he will be informed on the VOO Internet Security download page. If the Customer does not accept these terms and conditions, he may ask VOObusiness to cancel his subscription to the VOO Internet Security service but this request must be sent in writing within two months following the date of subscription to the service.

17.5.2 Liability and limitation of guarantee

The VOO Internet Security service is provided by F-SECURE CORPORATION without the involvement of VOObusiness. The Customer releases VOObusiness from all responsibility resulting directly or indirectly from the installation or use of the VOO Internet Security service. VOObusiness does not guarantee the compatibility of VOO Internet Security with the Customer’s operating system. The list of operating systems compatible with the VOO Internet Security service is available on the Website. If VOO Internet Security is incompatible with the Customer’s operating system, the Customer may terminate his subscription contract without notice.
VOObusiness cannot guarantee that the VOO Internet Security service will be available without interruptions or error, that all possible defects will be corrected, or that the computer on which the VOO Internet Security service is installed will be protected against viruses, unwanted e-mails and/or cyber attacks of any kind whatsoever. The VOO Internet Security service does not protect the computer against viruses or other malware that were present on the computer before the service was installed. Accessing files is the sole responsibility of the Customer and is at his own personal risk. The Customer releases VOObusiness from any liability resulting directly or indirectly from the storage and/or sharing of infected files. Access to or the transfer of shared or stored content cannot be protected from third-party intrusion by the VOO Internet Security service. VOObusiness shall consequently not be held liable in the event of unauthorised access by third parties to content that the Customer shares or stores. VOObusiness makes no guarantees as to the ability of the VOO Internet Security Service to meet the Customer’s expectations or needs.

VOObusiness shall not be held liable for any loss and/or damage of any nature whatsoever experienced by the Customer as a result of the suspension, the interruption, the (technical) breakdown, the slow speed, access problems and/or interruption of all or part of the VOO Internet Security service.

18. Landline and mobile telephone services

18.1 Directory

The Customer may ask to be included in the local directory for his place of residence.

The Customer’s details are entered into this directory free of charge. In any event, the Customer remains solely responsible for the information he has provided as to their appearance in the directory. The publication of this information may at any time be suspended by VOObusiness without entitlement to appeal against VOObusiness in the following cases: in the absence of production of evidence that could confirm the accuracy of the information published within 15 days of the written request sent by VOObusiness to the Customer; where inclusion has the effect of damaging the image of the directories; when inclusion is liable to undermine the rights of others; in the event of breach of general standards of decency or to ensure the protection of children; and more generally in all cases likely to circumvent the laws, regulations and business practices in force. The purpose of the directories is to enable third parties to find the telephone number of the Customer using his name and address as communicated to VOObusiness.

18.2 Portability

When a Customer switches operator and wishes to retain his existing telephone number(s), he shall instruct VOObusiness to take the necessary steps with the donor operator to transfer his number.

The transfer of his existing number(s) to the new operator does not exempt the Customer from discharging his contractual obligations to the donor operator, and he may have to pay a fee to the donor operator if these obligations are not respected.

VOObusiness takes the necessary measures to complete the number portability requested by the Customer in compliance with the applicable legal provisions. However, VOObusiness may not be held responsible if the portability is not completed or is delayed for any reason attributable to the donor operator or to the Customer, or for technical reasons. In certain circumstances, the portability will not be possible, especially if the Customer requests the portability of his landline number to another telephone area, or if the donor operator does not respect the legal portability procedure.

At their express request, Customers are entitled to the following compensation in the event of delay in the execution of number porting:

1. for basic porting: 3 euros per day of delay per ported number;
2. for complex porting: 5 euros per day of delay per ported number.

A delay in number porting occurs if the number porting has not been activated within one working day:

• after the date of installation and activation of the line, in the event of porting of geographical or non-geographical numbers, except mobile numbers;
• after the date of sending the number porting validation request if the Customer wishes his mobile number to be ported directly, or
• after the date of number porting agreed between the Customer and VOObusiness, both in the case of basic porting of a mobile number;
• after the date of receiving approval of the number porting request, if the Customer wishes his mobile number to be ported directly or after the date of number porting agreed between the Customer and VOObusiness, both in the case of complex number porting.

The total compensation for the Customer is equal to the number of days between the date referred to in the above paragraph and the date on which the number porting actually took place, multiplied by the amounts stipulated.

Claims for compensation must always be submitted within 6 months after the request for number porting.

VOObusiness is administratively responsible for processing the Customer’s requests for compensation and the payment of compensation.

In the event of termination of a subscription contract for the phone service, for any reason whatsoever, the portability of the number(s) relating thereto may be requested for a period of one month after the date of termination.

18.3. Access to emergency services

When active, the VOObusiness landline and mobile telephone services provide free access 24/7 to the Belgian emergency numbers and to the European number (112). Some emergency services (e.g. 112) can be reached from all mobile networks (and therefore including places where VOObusiness does not offer any coverage). VOObusiness sends information about the location of the caller to the emergency services that provide on-site assistance, as soon as they receive the call. For the landline phone service, this information is provided on the basis of the address communicated by the Customer at the time of subscription.

18.4. Alarms / Remote monitoring / Remote surveillance

If the Customer has a remote monitoring, remote surveillance or alarm system, VOObusiness takes no responsibility if the telephone service is interrupted except in the event of criminal intent or gross negligence.

18.5. Nuisance calls

If the Customer receives nuisance calls from third parties, he may contact VOObusiness who will take all measures it deems necessary. If these calls persist, the Customer has the possibility of lodging a claim with the Telecommunications Ombudsman, by following the procedure described under article 12.2.

Furthermore, in order to prevent fraud, VOObusiness reserves the right to block or anonymise suspicious calls.

18.6 Conditions of use of the landline phone service

The Customer undertakes to use the service in compliance with all legislation in force. In a general manner, the Customer undertakes to use the service with all reasonable care.

The following notable types of usage of the service are forbidden:

• use of the service as a gateway for redirecting communications or linking;
• use of the service on grouped lines or on a ISDN line;
• connection of the telephone line to a PABX.

In the event of a prohibited use of the service, VOObusiness reserves the right to charge for the resulting excess consumption, to immediately suspend the service or, if necessary, to terminate the Contract under the conditions defined in article 6.5. Whatever the type of telephone service subscribed to by the Customer, his call may be interrupted by VOObusiness after 2 hours of continuous use to ensure the fluidity required on the network for the benefit of all customers.

In the case of using a Private Modem, VOObusiness cannot guarantee the quality of its fixed telephony services.

 

18.7. Terms and conditions of the mobile phone service

VOObusiness shall provide the Customer with a SIM card for each assigned number. This card, secured by a PIN code, must be placed in the device in order to access the mobile phone service. If, during the subscription contract for the VOObusiness mobile phone service, VOObusiness sends the Customer a new SIM card, the Customer must remove the existing card and place the new card in his device in order to continue to benefit from the service.

The Customer undertakes to use his SIM card(s) and mobile service(s) with due care and attention and therefore to refrain from using them in a manner that is prohibited, inappropriate or unlawful. The following constitute prohibited, inappropriate or unlawful behaviour:

• any use contrary to the Contract, the law, public order or morality;
• sending SPAM or messages which violate applicable laws and regulations;
• any use of the SIM card in a device that does not comply with the applicable regulations or legislation or that is likely to cause disruption to the VOObusiness network or that of a third party or to prevent the normal and reliable operation thereof; such as a device that does not allow the identification or geographical localisation of the caller in case of an emergency call, a device that could overload the VOObusiness network or the network of a third party, a “Sim box”, “GSM gateways” type device or a device allowing identity theft or any similar device;
• any use that causes the saturation or disturbs the proper functioning and reliability of the VOObusiness network or that of a third party or their functions, such as the transmission of the IMEI number of the mobile phone device from which the call is made, the identification or the geographic localisation of the caller in the event of emergency calls, the interception and recording of communications in accordance with injunctions made by a judicial, statutory or administrative authority, or the recording and the storing of call data and identification;
• any use that could cause the VOObusiness network or the network of a third party to become saturated or interfere with its proper functioning, or by which VOObusiness’ interconnection rates may be bypassed;
• any use that intends to divert communications to third parties, directly or indirectly or with a view to resale or rerouting, in any manner whatsoever;
• all attempts to counterfeit or copy the technical identification data of the SIM card and, in general, all fraudulent or illegitimate use of the SIM card;
• all exposure of the SIM card to an analysis process or reverse engineering, or any insertion or use of software other than that authorised by VOObusiness in the SIM card.

In the event of alteration, theft or loss of the SIM card, the Customer must send VOObusiness a request for a new SIM card. This will be sent to him as soon as possible. The Customer may activate it as soon as he receives it. VOObusiness reserves the right to charge the Customer for any new SIM card on the basis of the rates in force.

The mobile phone service enables the Customer to connect to the VOObusiness network and to any other network, Belgian or foreigner, and vice versa. These connections may be limited or suspended, at the Customer’s request and in line with the technical possibilities, except for outgoing roaming calls and when covered by the network of an operator who is not included as part of the Camel telecommunications protocol. In fact, in this case, as VOO only receives the usage reports after the fact, it is technically impossible for it to check the Customer’s usage in real time and therefore limit his usage.

In Belgium, the call minutes, texts and mobile data included in the offer are valid towards all Belgian mobile and landline networks. In the European Economic Area, the call minutes, texts and mobile data included in the offer are valid towards all mobile and landline networks in Belgium and in the European Economic Area. The call minutes, texts and mobile data cannot be carried over to the following month in the case of communications (calls or texts to special numbers, premium rate numbers (voting, 0900, etc.)) and services provided by third parties, even if the special number or the service provided is free of charge in the country concerned.
Unless expressly stated otherwise, communications from Belgium to a foreign country, outside the European Economic Area, from the European Economic Area to a mobile or landline network located outside the European Economic Area, use of mobile data from a country located outside the European Economic Area and connections to non-terrestrial networks (e.g. connections from a boat) are not included in your plan and will be billed on the basis of the rates available here .

If the same generation of mobile communications networks and technologies as those offered in Belgium is available on the visited network and subject to coverage or fluctuations due to external factors such as topography, the Customer will have the same services at the same quality levels when roaming within the European Union as those available on Belgian territory.
Abroad, the SIM card will automatically select a VOO partner network or not. However, the Customer always retains the option of manually selecting, free of charge and at any time, another network of their choice, provided that VOO has concluded a roaming agreement in this country with the operator of this other network.
Abroad, certain services may not be available and/or additional charges may apply.

By default, consumption outside the plan is capped at €50 including VAT, and at €20 including VAT for Customers who subscribed after 1 January 2021. Also by default, consumption of roaming data is capped at €60.50 including VAT. The Customer may remove these financial caps at any time, or choose to apply different amounts according to the list provided by VOObusiness. When the financial ceiling amount is reached, the Customer receives an alert message from VOObusiness and can no longer make calls outside the plan. However, VOObusiness is not always in a position to monitor users’ consumption in real time and is consequently unable to guarantee that the amount the Customer will be invoiced shall not exceed the applicable financial ceiling amount, even if the Customer ceased using the service after having been sent a warning message.

The connections can also be restricted or suspended by VOObusiness for reasons related to the Customer’s credit-worthiness or when their monthly use of the mobile phone service is three times higher than the average monthly use of all Customers of the mobile phone service. In this event, the Customer will be duly informed.

VOObusiness shall not be liable for the content of communications, messages and data traffic, of any nature whatsoever, sent or received by the Customer.

In order to guarantee optimum usage conditions, the unlimited mobile phone service provided by VOObusiness is intended solely for normal use by the Customer, their agents, employees and managers. This usage enables Sim card users to enjoy intensive use of the services provided by VOObusiness. Abnormal usage is considered to be in excess of 6000 call minutes or 6000 texts per month. In the event of abnormal usage, VOObusiness will charge the Customer a €0.23 supplement for every additional call minute and €0.07 per additional text message.

Calls are billed per second from the 31st second. Once you have reached the data volume included in your offer, you will continue to surf for free at reduced speed (512 Kbps). Unused call minutes, texts and mobile data cannot be carried forward to the following month.