CARIBE.NET BILLING FAQ - RETAIL
(except Netband con Telefono customers)

1. How often will I be invoiced?

2. Are Caribe.Net services taxed Puerto Rico IVU?

3. How will I receive my invoice?

4. What payment methods does Caribe.Net accept?

5. Can I manage my own account online?

6. I want to upgrade my service. What should I do?

7. My account was suspended - now what?

8. How can I cancel my service?

9. Can I get a refund if I decide to cancel my service?

How often will I be invoiced?
When you subscribe for service, you can specify if you'd like to be billed Monthly, Quarterly, Bi-Annually or Annually. If you did not specify, then you will be billed Monthly. Caribe.Net has two billing cycles for retail services - on the 1st and the 15th of the month. You will be assigned to the billing cycle closest to your activation date, and your first month of service will be prorated. Any overpayments will be applied to your next month of service.

Caribe.Net services are prepaid, so they are invoiced one month in advance. If you pay automatically, your card will be charged on the first day of the active month. If you pay by check, we must receive your payment prior to the beginning of the service month.

Are Caribe.Net services taxed Puerto Rico IVU?
No. Under the Federal Internet Tax Freedom Act , Internet services are exempt from taxation. If you purchase any products from Caribe.Net, however, such as a router or a telephone, then that purchase is subject to Puerto Rico IVU taxes.

How will I receive my invoice?
You will receive your invoice by email, and you have the option to also receive a monthly billing statement by email as well. If you do not provide us with an email address, we will send it to your @caribe.net email account. To change your invoice email address, contact Customer Service at support@caribe.net or call 787-728-9790. If you prefer to receive your invoice and/or statement by U.S. Postal Service, you will be assessed a Paper Invoice Fee or Paper Statement Fee of $5.00 per invoice or statement.

What payment methods does Caribe.Net accept?
Caribe.Net accepts payment via Mastercard, Visa, American Express, Discover, Diners Club and by Direct Debit. If you'd like to pay by Direct Debit, you must complete the Direct Debit Form (Direct Debit Form - ver. espaņol) and return it by fax to 787-728-9777. You may change your payment method at any time by contacting Customer Service at 787-728-9790. Customers who wish to pay by check or cash may be required to maintain a security deposit in their account. All payments made by cash or check will be assessed a $2.00 Paper Payment Processing Fee.

Can I manage my own account online?
Caribe.Net retail customers (Netdial & Netband without Telephone) can manage their Caribe.Net online using our Account Management System.

If you have a Netband account with Telephone services, you must the Netband con Telefono Account login shown in the upper left side of this page.

I want to upgrade my service. What should I do?
Excellent! To upgrade your Netdial service to another Netdial service, you can do it yourself through the Account Management System.

If you'd like to upgrade to our Netband Broadband services, or upgrade an existing Broadband service to a faster one, please contact the Caribe.Net Sales Team at sales@caribe.net or call 787-728-9797. We'd be happy to assist you.

My account was suspended. How can I reactivate my account?
Please contact Caribe.Net Customer Service at 787-728-9790. If your account was suspended due to non-payment or returned payment, we can arrange for an immediate payment by eCheck or credit card, and activate your services immediately. Suspended accounts may be subject to a reconnection fee. Returned payments (such as a bounced check or credit card chargeback) are subject to a Returned Check fee.

How can I cancel my service?
Caribe.Net strives to retain all of our existing customers. If you are not satisfied with our services, we'd like to hear from you. Please email webmaster@caribe.net, and your message will be delivered to Caribe.Net's Management Team.

To cancel your services, please contact Customer Service at 787-728-9790. All cancellation requests are processed at the end of your billing term.

Can I get a refund if I decide to cancel my service?
If you cancel your service prior the service activation, you can receive a refund of any prepaid amounts. However, if your service has been activated, your cancellation will be processed at the end of your billing term or at the end of your contract term and you will not receive a refund.