We appreciate your support of a local company. Our goal is always to be fair and transparent with our subscribers.

The following policies detail standard protocol for all billing-related matters, including Seasonal Hold, changes to rate plans, and delinquent payments. Please address all billing-related questions to 719.937.7700 option 1 (one) or to Customer Care via Billing@AristataCommunications.com.

• Customers can select either the 1st or the 15th of the month as their regular due date when signing up for service.
• Service is billed ahead, so a payment on November 1st would cover Internet access from November 1st to November 30th.
• Service set up fees and the prorated first month of service are run the business day after service is activated.
• All statements, receipts, late notices, and other communications are sent by email. Aristata does not provide physical statements.
• Late notices are generated when an account is 5 days past due, and again every 5 days thereafter until the overdue balance is paid in full.
• Statements are emailed to subscribers 10 days before their regular monthly due date.
  
  • Invoices send on the 20th of the previous month for a due date on the first and the 5th of the month for a due date on the 15th.
• Statements are generated for the upcoming billing cycle, not the prior billing cycle.
• Service is billed in monthly increments in advance of access to the subscription service. Subscribers must place requests to cancel subscription service or move to Seasonal Hold before their regular monthly due date to avoid paying for service they will not be using. Refunds or credits will not be issued for partial months of subscription service; however, subscribers may leave subscription service active through the end of their billing cycle.

• Aristata currently accepts payment by check, eCheck, credit card, debit card, or cash. We cannot accept payment from American Express.
• Automatic payments can be set up over the phone or through the customer portal.
• Check payments may be processed electronically.

• New Service cancellations requested on or before the initial six months of the Service term may be subject to a $350.00 early cancellation fee.
• Contract terms may apply for custom installations.
• Contract commitments are tied to the installation address and cannot be transferred to different locations.
• Subscribers may change their monthly plan at any time, but refunds will not be issued for downgrades. Prorated charges will be applied to upgrades processed before a subscriber’s regular bill due date.
• Non-contract subscribers may cancel their subscription service at any time without being charged an early termination fee.
• Cancellation requests must be submitted ahead of the upcoming billing cycle. Refunds will not be issued for cancelling in the middle of a billing cycle, but subscribers will have the option to leave service active through the end of the billing cycle.
• Equipment may be removed from locations where subscription service has been cancelled or terminated for nonpayment. Aristata must be granted necessary access to remove equipment following cancellation.

• Subscribers who have had service for at least 12 months can pause their subscription internet service but leave their account active for $10 per month through Seasonal Hold.
• Seasonal Hold is not available during the initial twelve months of service.
• Seasonal Hold is available for subscription Voice service.
• Seasonal Hold is limited to six months per calendar year for Internet and Voice.
• Refunds or credits will not be given for beginning Seasonal Hold in the middle of a billing cycle.
• Hold requests must be submitted ahead of the upcoming billing cycle. If a hold request is submitted after the billing cycle begins, hold will start at the beginning of the next billing cycle.
• After the six months of Seasonal Hold are exhausted, subscription Internet service will be automatically reactivated and billed at the $44.95 per month Home Basic rate unless the customer selects a higher subscription service plan.
• Subscribers will be charged a $25 reactivation fee when subscription Internet service is reactivated.
• Subscribers will be charged a $25 fee when subscription Voice Service is set to seasonal hold and an additional $25 fee when subscription Voice Service is reactivated from seasonal hold.
• Subscribers on Seasonal Hold may reactivate subscription service before their regular billing cycle begins, but a prorated amount for early reactivation will apply.

• Late notices are generated when an account is 5 days past due, and again every 5 days thereafter until the balance is paid in full.
• The account becomes delinquent when payments are 35 days past due. Subscription Service will be blocked for delinquent accounts. Subscribers must pay their full past due account balance before service will be reinstated.
• Accounts will be deactivated for nonpayment if they are delinquent for 56 days or longer.
• The full balance must be paid to reactivate an account that was closed due to delinquency.
• Late fees up to 10 percent may be assessed against all balances more than 35 days past due.
• Equipment may be removed from locations where subscription service has been cancelled or terminated for nonpayment. Aristata must be granted necessary access to remove equipment following cancellation.

• Aristata does not support internal networking beyond the point of demarcation, i.e. point-to-point connections to outbuildings.
• Aristata retains ownership of customer premises equipment, including the radio, dish, and Power Over Ethernet Box. As such, Aristata will cover repairs due to equipment failure. All other repairs will be billed to the customer, including repairs for damage caused by people, animals, or construction. The standard service call fee is $100.
• All subscribers must plug their Power Over Ethernet box and router into a surge protector. Subscribers will be charged for equipment damage caused by a missing surge protector.
• All Subscribers activated after August 2016 and provided with a router by Aristata will be enrolled in the Router Lease at a charge of $5 per month. Subscribers may opt out but will have to return the router before the opt out is effective and billing ceases.
• Please note that third-party routers or routing devices may be unable to access the Aristata network until the device can be authorized or authenticated after first connecting. This may result in being redirected to our walled garden. If you want to add a router to the Aristata network, please contact technical support at 719.937.7700 option 3 during regular business hours, 9-5, Monday through Friday.

• A setup fee of $100 applies for standard installations. That fee may increase if specialized equipment is necessary.
• Installation fees are waived for existing customers moving to a new location.
• A $100 fee will apply to prewire homes during the construction phase. Prewires can only be done when the walls are open for electrical work before drywall goes up.
• A $50 fee will apply to transfer service from one account holder to another.
• Locations with preexisting equipment require a service call for quality assurance purposes and are not exempt from the setup fee.
• Appointments may be rescheduled no later than one business day in advance. Appointments rescheduled after that window may be assessed a $25 rescheduling fee. Failure to appear for previously scheduled appointments may result in a no-show fee of up to $25.

• Customer service representatives are permitted to disconnect calls in the event of profanity or abusive language.