Legal

Proximus Luxembourg S.A. markets ICT services and products for professional customers under the Telindus brand.

Download our General Terms and Conditions

Proximus Luxembourg S.A. markets telecommunications services and products for professional customers under the Telindus brand.

New Conditions applicable from January 1st 2023

Download our terms and conditions of services on APSAL & GESALL software

Download our terms and conditions of licences on APSAL & GESALL software

Discover the specific terms of roaming and net neutrality

TOP

Albania, Australia, Bosnia and Herzegovina, Brazil, Canada, Cape Verde, China, Dominican Republic, Dominica (Island of), Egypt, French Polynesia, Hong Kong, India, Indonesia, Israel , Japan, Macedonia, Malaysia, Mexico, Montenegro, Morocco, New Zealand, Russian Federation, Serbia, Singapore, South Africa, Sri Lanka, Thailand, Turkey, Ukraine.

ROW1

Afghanistan, Algeria, Anguilla, Antigua and Barbuda, Argentina, Aruba, Azerbaijan, Bahrain, Bangladesh, Barbados, Belarus, Belize, Benin, Bermuda, Bolivia, Bonaire, St Eustatius and Sabah, Botswana, Burkina Faso, Burundi, Cambodia, Cameroon, Cayman Islands, Central African Republic Chad, Chile, Colombia, Comoros, Congo Brazzaville, Congo (Democratic Republic of the), Costa Rica, Côte d'Ivoire, Cuba, Curacao, Dominica (Island of), Ecuador, El Salvador, Equatorial Guinea, Fiji, Gabon, Gambia, Georgia, Ghana, Greenland, Grenada, Guam, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Iran Iraq, Jamaica, Jordan, Kazakhstan, Kenya, Korea (the Republic of), Kuwait, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Moldova, Mongolia, Mozambique, Namibia, Nauru, Nicaragua, Niger, Nigeria, Northern Mariana Islands, Pakistan, Palestine, Panama, Paraguay, Peru, Philippines, Puerto Rico, Qatar Rwanda, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, Samoa, San Marino, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Solomon Islands (the),Somalia, Suriname, Swaziland, Syrian Arab Republic, Taiwan (Province of China), Tajikistan, Tanzania, United Republic of Tonga, Trinidad and Tobago, Turkmenistan, Turks and Caicos Islands, Uganda, United Arab Emirates, Uruguay, Uzbekistan, Vanuatu, Viet Nam, Virgin Islands (British), Yemen, Zambia, Zimbabwe.

EU

Andorra, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe islands, Finland, France, French Guiana, Germany, Gibraltar, Greece, Guadeloupe, Guernsey (Bailiwick of) Hungary, Iceland, Ireland, Italy, Jersey Iceland, Latvia, Liechtenstein, Lithuania, Malta, Man(Isle of), Martinique, Mayotte, Monaco, Netherlands, Norway, Poland, Portugal, Réunion, Romania, Saint Barthelemy, Saint Martin (French part), San Marino, Slovakia, Slovenia, Spain, St Pierre et Miquelon, Sweden, Switzerland, United Kingdom, United States of America.

ROW2 (zone d’exclusion, nos abonnements n’incluent pas ces destinations)

Angola , Armenia, Bahamas, Bhutan, Brunei, Djibouti, Ethiopia, Falkland islands, Honduras, Kyrgyzstan , Laos, Lebanon, Macau, Maldives, Myanmar, Nepal, New Caledonia, Papua New Guinea, Sao Tome & Principe, Sudan, Timor Leste, Togo, Tunisia, Venezuela.

Every dissatisfaction with any part of our services.

Please talk to a member of our staff, preferably in the department you are complaining about, or through your usual technical/commercial contact which will try to solve any problem immediately. Alternatively, you can complain in one of the ways listed below: By email: complaints@telindus.lu By writing to: Proximus Luxembourg S.A. 18, rue du Puits Romain Z.A. Bourmicht 8070 BERTRANGE When complaining, please provide us with: your full name, address and phone number; what has gone wrong with our services and as much information as you can communicate about your complaint: what kind of complaint is it? (administrative, financial, commercial, technical…); a complete problem description and if applicable, all details and references concerning our invoice and/or technical intervention report.

We will try to solve your problem as quickly as possible. Step 1 : outcome Telindus will gather and investigate all relevant evidence and information in relation with your complaint. Telindus will provide an answer without undue delay and in any case, within a period which may not exceed one month between the date of receipt of your complaint and the date on which the answer has been sent. If an answer cannot be provided within this period, Telindus will inform you of the causes of the delay and will indicate the date on which its examination is likely to be achieved. Step 2 : escalation If you did not obtain an answer or a satisfactory answer at the level you submitted your complaint to in the first instance, Telindus’ complaint handling procedure gives you the possibility to rise the complaint up to the company’s management level (upon written request). Step 3 : procedure before the CSSF If the complaints handling at the management level did not result in a, for you, satisfactory answer, we will provide you with a full explanation of our position concerning the complaint and inform you in written form of the existence of the out-to-court complaint resolution’s procedure at the CSSF. A copy of the related CSSF 16-07 regulation and the different means to contact the CSSF to file a request are published on the CSSF’s website: www.cssf.lu.

Our complaints handling procedure is governed and defined in full compliance with the provisions of the PFS regulation. It reflects the concern for objectivity and search for truth and enables the identification and mitigation of any possible conflict of interests.