Terms and Conditions

1. Acceptance of Terms

By accessing fusetelecom.com, requesting information, subscribing to services, or using any of our internet or telephone services, you accept these Terms and Conditions in their entirety.

Acceptance applies through any contact channel: the website, online forms, WhatsApp, email, phone, text messages, or in person at our offices.

If you do not agree with these terms, do not use the site or subscribe to our services.

2. Description of Services

Fuse Telecom LLC ("FUSE," "we") is a telecommunications service provider in Puerto Rico that offers:

Residential internet — broadband connection for homes.

Business internet — dedicated connection and connectivity solutions for businesses.

Telephone (VoIP) — voice over internet protocol service, residential and business.

Related services — installation, equipment configuration, technical support, and maintenance.

Availability of each service depends on network coverage at the service address. Coverage is verified before any subscription is confirmed.

3. Eligibility and Subscription Process

To subscribe to services with FUSE, you must be at least 18 years old and have the legal capacity to enter into a contract.

The subscription process is as follows:

Request — the customer submits their information through the website, phone, WhatsApp, or another authorized channel.

Coverage verification — FUSE confirms service availability at the address provided.

Proposal and plan selection — service options, speeds, and applicable charges are presented.

Acceptance — the customer accepts the plan, the charges, and these Terms.

Installation and activation — the technician visit is scheduled and the service is activated.

FUSE reserves the right to request identity verification, credit verification, or a deposit before activating the service.

4. Installation and Equipment

Installation. Installation is scheduled by appointment. The customer, or an authorized adult, must be present and provide access to the installation point. Applicable installation charges are disclosed to the customer before the appointment and are itemized on the bill.

Loaned equipment. Equipment provided by FUSE (router, ONT, ATA, antenna, or other) remains the property of FUSE unless otherwise stated in writing. The customer is responsible for:

Keeping the equipment in good condition and at the service address.

Not modifying, opening, reselling, or relocating the equipment without authorization.

Returning the equipment upon cancellation of service, as set forth in Section 8.

Damage or loss. Equipment damaged by misuse, negligence, power surges, flooding, theft, or weather events will be billed to the customer at the replacement cost in effect at the time of the incident.

Customer-owned equipment. The customer may use their own equipment when technically compatible. FUSE does not guarantee the performance of, or provide support for, equipment it did not supply.

5. Billing and Payments

Billing cycle. Service is billed in advance on monthly cycles. The billing date is set at the time of activation and communicated to the customer.

Currency. All charges are billed in U.S. dollars (USD). Accepted payment methods are disclosed at the time of subscription and are available at fusetelecom.com.

Additional charges. In addition to the monthly plan charge, the following may apply: installation charges, charges for non-covered technician visits, reconnection charges, charges for unreturned equipment, late fees, and applicable federal and state taxes, contributions, and regulatory fees. All applicable charges are disclosed to the customer and itemized on their bill.

Late payments. Bills are due on the date shown on the statement. Accounts with a past-due balance may be suspended after notice to the customer, and reactivation may be subject to a reconnection fee.

Billing disputes. The customer may dispute any charge by contacting [email protected] or (787) 953-3873. FUSE will investigate the dispute and respond to the customer in writing.

Price changes. FUSE may change the prices of its plans. Any price change will be communicated to the customer with reasonable advance notice by email, text message, the bill, or the website before it takes effect.

6. Speeds, Broadband Facts, and Acceptable Use

Speeds. Advertised speeds are maximum "up to" speeds and represent the capacity of the subscribed plan. Actual speed varies depending on the customer's equipment, the number of connected devices, the type of connection (Wi-Fi vs. wired), network congestion, internal wiring, and other factors beyond FUSE's control.

Broadband Facts. FUSE publishes the broadband labels required by the Federal Communications Commission (FCC) for each residential and business plan. These labels detail the monthly price, additional charges, typical speeds, latency, and data limits, and are available at fusetelecom.com and at the time of subscription.

Acceptable use policy. The customer agrees not to use the service to:

Engage in illegal activities under the laws of Puerto Rico or the United States.

Send unsolicited bulk email (spam), make unauthorized automated calls, or impersonate others.

Distribute malicious software, perform unauthorized scans, or carry out attacks against other networks.

Resell, redistribute, or share the service with third parties outside the service address, unless a business plan that allows it has been subscribed to.

Infringe the intellectual property rights of third parties.

Network management. FUSE may apply reasonable network management practices to preserve service quality for all customers. These practices are disclosed in accordance with FCC requirements.

Consequences. Violation of this section may result in immediate suspension of service, account cancellation, and notification to the appropriate authorities.

7. Telephone Service and Emergency Calls (911)

Nature of the service. FUSE's telephone service is a voice over internet (VoIP) service. Its operation depends on having an internet connection and electrical power at the service location.

911 Limitations — IMPORTANT. The customer acknowledges and agrees that:

911 service will not work during a power outage or internet connection outage, unless the equipment has an operational backup battery.

Calls to 911 are routed to the emergency center corresponding to the address registered on the account. If the customer moves the equipment to another address without notifying FUSE, the 911 call could be directed to the wrong center.

It is the customer's responsibility to keep their service address up to date.

FUSE recommends keeping a cell phone available as an alternative for emergencies.

Number portability. The customer may request to transfer their existing phone number to FUSE, or transfer it to another provider upon cancellation, in accordance with applicable federal regulations. Portability requires the account to be current.

8. Suspension, Cancellation, and Equipment Return

Cancellation by the customer. The customer may cancel the service by notifying FUSE in writing at [email protected] or by calling (787) 953-3873. The service remains active and billable until the end of the current billing cycle.

Term contracts. If the customer subscribed under an agreement with a minimum term or under a promotion with a commitment period, early cancellation may result in an early termination fee. Any such fee is disclosed to the customer in writing before subscription.

Suspension or cancellation by FUSE. FUSE may suspend or cancel the service for: non-payment, violation of the acceptable use policy, false information in the application, damage to the equipment or network, or abusive conduct toward staff.

Equipment return. Upon cancellation of service, the customer must return all loaned equipment to our offices at Maceo #4, Bayamón Pueblo, or by the method FUSE indicates, within the timeframe communicated. Equipment not returned within that timeframe will be billed at the current replacement cost.

9. Text Messages (SMS) — A2P 10DLC Program

Consent. FUSE sends text messages only to customers and prospects who have given their express consent (opt-in) through native forms on fusetelecom.com, when requesting service, or by providing their number directly to an authorized representative.

Separate consents. Consent to transactional messages (appointment confirmations, installation notices, payment reminders, outage alerts) is independent of consent to promotional messages (offers, promotions, giveaways). The customer may accept one without accepting the other.

Consent is not a condition of purchase. Agreeing to receive promotional messages is not a requirement to subscribe to any FUSE service.

Frequency and costs. Message frequency varies. Message and data rates from your mobile carrier may apply.

How to opt out. Reply STOP to any message to stop receiving them. Reply HELP for help, or call (787) 953-3873.

Channel independence. Consent to SMS is independent of consent to receive communications via WhatsApp, email, or phone calls.

We do not share numbers for marketing. FUSE does not sell or share phone numbers or SMS consent data with third parties for marketing purposes.

10. Intellectual Property

The content of fusetelecom.com — text, logos, trademarks, design, images, videos, and code — is the property of Fuse Telecom LLC or is used under license, and is protected by applicable intellectual property laws.

Reproduction, distribution, modification, or commercial use of this content without FUSE's prior written authorization is prohibited.

The "Fuse Telecom" name, logo, and other brand elements may not be used without express authorization.

11. Warranties and Limitation of Liability

Service availability. FUSE works to keep the service continuously available but does not guarantee uninterrupted operation. The service may be affected by scheduled maintenance, outages, weather conditions, power failures, or factors beyond our control.

Scheduled maintenance. FUSE will provide reasonable advance notice of any scheduled maintenance that affects the service, when possible.

No implied warranties. The service and the website are provided "as is" and "as available." FUSE makes no implied warranties of merchantability or fitness for a particular purpose, to the extent permitted by law.

Limitation of liability. FUSE shall not be liable for indirect, incidental, special, or consequential damages, including loss of revenue, loss of data, loss of business opportunities, or damages from service interruption. FUSE's total liability for any claim is limited to the amounts paid by the customer for the service during the affected period.

Third-party content. FUSE does not control and is not responsible for content accessible through the internet, or for third-party services the customer uses through the connection.

12. Force Majeure

FUSE shall not be liable for failures or delays caused by events beyond its reasonable control, including hurricanes, earthquakes, floods, storms, blackouts or power grid failures, acts of government, declared emergencies, civil unrest, or failures of infrastructure providers.

In the event of a declared emergency in Puerto Rico, FUSE will make reasonable efforts to restore service according to the priority dictated by safety conditions and infrastructure availability.

13. Promotions and Giveaways

Promotions, special offers, and giveaways are governed by their own terms, published at the time of each activity and available at fusetelecom.com.

Unless otherwise stated: promotions cannot be combined, apply only to new customers or the first subscription, and FUSE reserves the right to modify or discontinue them at any time without affecting subscriptions already completed.

14. Claims, Governing Law, and Jurisdiction

Direct resolution. We ask that you first direct any claim to FUSE at (787) 953-3873 or [email protected]. We are committed to addressing it as soon as possible.

Regulatory forums. If the claim is not resolved, the customer may file with the Puerto Rico Telecommunications Bureau, part of the Puerto Rico Public Service Regulatory Board, or with the Federal Communications Commission (FCC), as applicable.

Governing law. These Terms are governed by the laws of the Commonwealth of Puerto Rico and by federal regulations applicable to telecommunications services.

Jurisdiction. Any dispute not resolved through the above means shall be submitted to the competent courts of the Commonwealth of Puerto Rico.

15. Changes to These Terms

FUSE may modify these Terms at any time. Changes will be posted on this page with their update date.

For material changes affecting the customer's rights or service charges, FUSE will provide reasonable advance notice by email, text message, the bill, or the website.

Continued use of the service after the effective date of a change constitutes acceptance of that change.

16. Contact

Fuse Telecom LLC

Maceo #4, Bayamón Pueblo, Bayamón, PR 00961

Phone: (787) 953-3873

Email: [email protected]

Website: fusetelecom.com

Social media: @fusetelecompr (Facebook, Instagram, LinkedIn)