Policies & Practices

Aristata Communications' policies keep our network strong and our customers informed.

At Aristata Communications we know connectivity is important to you. We want our customers to fully enjoy access to their Internet and Aristata Voice services. We also strive to be transparent about the usage policies needed to protect our network and the billing policies that are applicable to all accounts.

By using our subscription services (Internet or Voice), you agree to our policies. We recommend all customers familiarize themselves with our policies before signing up for subscription service(s).

Questions?

We’re happy to answer questions about our policies at 719.937.7700 option 1 (one).

Open Internet Policy

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The Federal Communication Commission’s Restoring Internet Freedom Order requires Internet service providers to disclose network management practices as follows:

Blocking: Any practice, other than reasonable network management elsewhere disclosed, that blocks or otherwise prevents end user access to lawful content, applications, service, or non-harmful devices, including a description of what is blocked.
- Aristata does not block subscribers from accessing websites, applications, services, or other online content.
Throttling: Any practice, other than reasonable network management elsewhere disclosed, that degrades or impairs access to lawful internet traffic on the basis of content, application, service, user, or use of a non-harmful device, including a description of what is throttled.
- Aristata does not throttle speeds based on data usage, application, services, websites, or other online content.  Aristata’s monthly subscription service plans are based on bandwidth, as listed on our pricing pages and in accordance with Industry standards as to maximum “up to” speeds as stated. This practice is called “traffic shaping,” not throttling, and limits a customer’s maximum speeds to their monthly subscription package.
Affiliated Prioritization: Any practice that directly or indirectly favors some traffic over other traffic, including through the use of techniques such as prioritization, or resource reservation, to benefit an affiliate of an ISP, including identification of the affiliate.
- Aristata does not engage in any affiliated prioritization practices.
Paid Prioritization: Any practice that directly or indirectly favors some traffic over other traffic, including through use of techniques such as prioritization, or resource reservation, in exchange for consideration, monetary or otherwise.
- Aristata does not engage in any paid prioritization practices.
Congestion Management: Descriptions of congestion management practices, if any. These descriptions should include the types of traffic subject to the practices; the purposes served by the practices; the practices’ effects on end users’ experience; criteria used in practices, such as indicators of congestion that trigger a practice, including any usage limits triggering the practice, and the typical frequency of congestion; usage limits and the consequences of exceeding them; and references to engineering standards, where appropriate.
- As stated above, Aristata’s monthly subscription service plans are based on bandwidth, as listed on our pricing pages. This practice is called “traffic shaping,” and limits a customer’s maximum speeds to their monthly subscription package. Aristata does not throttle speeds based on data usage.
Application-Specific Behavior: Whether and why the ISP blocks or rate-controls specific protocols or protocol ports, modifies protocol fields in ways not prescribed by the protocol standard, or otherwise inhibits or favors certain applications or classes of applications.
- Aristata neither inhibits nor favors certain applications or classes of applications.
Device Attachment Rules and Security: Any restrictions on the types of devices and any approval procedures for devices to connect to the network. Any practices used to ensure end-user security or security of the network, including types of triggering conditions that cause a mechanism to be invoked (but excluding information that could reasonably be used to circumvent network security).
- Aristata blocks any unauthorized routing device attempting to connect to its network. Subscriber devices can be authorized during regular business hours through our technical support staff at 719.937.7700 option 3.
Subscription Service Description: A general description of the service, including the service technology, expected and actual access speed and latency, and the suitability of the service for real-time applications.
- A hardwire speed test at the router should show service speeds approximate to the advertised plan without background traffic. Latency varies depending on equipment type and location. Suitability of service speeds for real-time applications is listed in the FCC Consumer Broadband Speed Guide.
Impact of Non-Broadband Internet Access Service Data Services: If applicable, what non-broadband Internet access service data services, if any, are offered to end users, and whether and how any non-broadband Internet access service data services may affect the last-mile capacity available for, and the performance of, broadband Internet access service.
- Not applicable
Subscription Price: For example, monthly service access prices, usage-based fees, and fees for early termination or additional network services.
- Monthly subscription plans are listed on Aristata’s website. The subscription service covers access to the Internet. There are no usage-based fees. Early termination fees are only applicable to contract subscribers and are listed in each subscriber’s individual contract. Payment for service is made in advance of accessing the service.
Privacy Policies: A complete and accurate disclosure of the ISP’s privacy practices, if any. For example, whether any network management practices entail inspection of network traffic, and whether traffic is stored, provided to third parties, or used by the ISP for non-network management purposes.
- Aristata does not inspect or store subscriber browsing history, share it with third-parties, or use customer information for non-network management purposes.
Redress Options: Practices for resolving complaints and questions from consumers, entrepreneurs, and other small businesses.
- Complaints may be addressed to Customer Care at 719.937.7700 option 1 (one) during regular business hours. Complaints may also be emailed to Customer Care via Billing@AristataCommunications.com.

Acceptable Use Policy

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Thank you for choosing a local provider! Our acceptable use policy has been designed to protect our network, customers, and the broader community from inappropriate, illegal, or otherwise objectionable activities.

We recommend reading this policy prior to accessing our internet service, as well as familiarizing yourself with our Terms of Service and other policies. Our policies, including the acceptable use policy described below, will be updated periodically.

By using our service, you agree to the terms of this policy. All other users of your service must also agree. We require all Aristata customers to comply with this acceptable use policy. Furthermore, we reserve the right to immediately suspend or terminate service if policy terms are violated.

If you do not agree to these terms, please contact customer care at 719.937.7700 option 1 (one) to cancel your service.

Please note that in addition to the policies listed below, you are solely responsible for any information transmitted from your account. You may be held responsible for any misuse occurring through your account or IP address, even if the misuse was inadvertent.

To that end, you are also responsible for taking security precautions to protect against internet threats such as viruses, spam, Trojan botnets, and other malicious intrusions.

We recommend all customers take precautions to prevent others from gaining unauthorized access and suggest all subscribers to password-protect their Wi-Fi connection.

Aristata’s Internet service may not be used in a manner that violates local, state, federal or international laws, orders, or regulations.

Additionally, the service may not be used to:

Harm minors, including hosting, possessing, distributing, or transmitting child pornography or other unlawful material.
Facilitate pyramid schemes or other illegal solicitation scams.
Take part in any fraudulent activities, including impersonating another person or entity or forging another’s signature.
Stalk, harass, invade privacy, or otherwise violate the rights of others.
Collect or store personal data about other users.
Send unsolicited bulk commercial email.
Violate intellectual property rights.
Connect unauthorized third-party routing devices.
- Please note that third-party routers may be unable to access the Aristata network until the router 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.
Distribute content that is illegal, threatening, abusive, libelous, slanderous, defamatory, promotes violence, or is otherwise deemed objectionable.
Interfere with other’s ability to use their internet service, including the intentional distribution of viruses, worms, Trojan horses, corrupted files, hoaxes, and other items of a destructive or deceptive nature.
Disrupt service in any manner, including denial of service attacks, network flooding, or attempts to crash a host.
Otherwise degrade the quality of service or impede Aristata’s network.
Gain unauthorized access to another person’s computer, software, or data.
Use or distribute tools for compromising security, such as password guessing programs, cracking tools, packet sniffers, or network probing tools.
Modify equipment connected to Aristata’s network to commit theft of the service. We may notify law enforcement if any such theft or fraud occurs.
Make your services available to anyone outside the property to which the internet is delivered, except with the explicit permission of Aristata. Exceptions include authorized repeater sites.
Resell or redistribute the service to a third party.
Modify the MAC address of any router connected to the Aristata network.
Use an IP address not assigned to you by Aristata.
Access or use the Service with an IP address other than the dynamic Internet Protocol (“IP”) address assigned to you which adheres to dynamic host configuration protocol (“DHCP”) or a static IP address issued by the Company, is not allowable.
Reference Aristata in an unsolicited email or list an Aristata network IP address in an unsolicited email.
Imply that Aristata is the sponsor of any unsolicited email even if that email is not sent through the Aristata network.
Forge, alter, or otherwise tamper with Aristata communications for malicious purposes.
Violate any other Aristata policy or guideline.

For any questions regarding this policy, violation complaints or cancellation notices, please contact Aristata Customer Care at Billing@AristataCommunications.com or call 719.937.7700 option 1 (one).

Billing Policy

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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.

Billing cycles and statements

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.

Payment methods

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.

Cancellation, contracts, and plan changes

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.

Seasonal Hold

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.

Termination for nonpayment

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.

Equipment

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.

Installation, prewire, reactivation, rescheduling and transfers of service

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.

Miscellaneous

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

CPNI Notice

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Aristata does not share your information. However, we need to officially inform you of that to fulfill federal requirements.

The Federal Communications Commission requires us to post our Customer Proprietary Network Information (CPNI) policy. Federal law defines CPNI as follows:

Customer Proprietary Network Information (CPNI) is information that relates to the quantity, technical configuration, type, destination, location, and amount of use of a telecommunications service, subscribed to by any customer of a telecommunications carrier, and that is made available to the carrier by the customer solely by virtue of the carrier- customer relationship;” 47 U.S.C. § 222(h)(1)(A); see also 47 C.F.R. § 64.2003.

In plain English, it’s the networking information generated when you use internet or Voice service.

Some examples of CPNI information include the types of telecommunications services you currently purchase, how you use them, and the billing information related to those services. That encompasses items such as local and long-distance calls, and your internet service.

Other information related to how the Internet operates, information that web pages use, etc. may or may not be considered CPNI because the FCC has changed the classification of broadband. That determination is currently on appeal in federal court.

Aristata takes your privacy seriously. Under federal law, broadband providers who offer VoIP and any telecommunications carrier that receives or obtains CPNI as a result of the operation of its network must take reasonable measures to protect that information from unauthorized disclosure.

Aristata is allowed to use CPNI for billing, providing service, 911 calls, and to comply with court-ordered information requests. We are permitted to disclose CPNI information to our customers of record and to persons that our customers have authorized to receive this information.

If someone calls and requests your CPNI information and we have no authorization for that person, then we cannot provide the information to them.

Beyond that, Aristata does not share any CPNI information for marketing purposes and does not anticipate doing so in the future.

If that changes, you’ll be notified by email and will be given the option to opt out.

Aristata does not currently share any CPNI information for marketing and does not anticipate sharing CPNI information in the future.

If at some point Aristata decides to use this information in order to better serve you as our customer, we will first notify you by email before using your information.

If you do not want us to use your information to offer additional services, you can let us know through email at Billing@AristataCommunications.com. Your decision will remain in effect unless you change it.

E911 Disclosure

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All customers subscribed to Aristata FCC authorized Interconnected VoIP service (“Voice Service”) must sign the E911 Disclosure and Notice Addendum. The notice can be viewed in full here. You will also receive a copy of the notice during the processing of your Voice order. It’s important to read through the notice because Aristata’s Voice Service works differently than regular landline phones. It’s especially important to be aware of these differences during emergencies because power failures and Internet outages will affect your ability to call 911 and other emergency services.

Aristata’s E911 Disclosure and Notice Addendum is intended to ensure all Voice customers understand these limitations. The disclosure is also required by the Federal Communications Commission. The disclosure describes the following must-know scenarios:

As with all “Interconnected VoIP” services, Aristata Voice may not work during a power outage. This can be prevented by purchasing battery backup, also called an uninterruptible backup power supply (UPS).
Voice Service operates over the same network as your Internet service. As such, your phone will not function in the event of an Internet outage or other service interruption, even if the battery backup is working.
If you move your analogue telephone adaptor (ATA) box to a new residence without updating your registered address, 911 calls may not work correctly. They may fail to complete, or emergency personnel may be unable to identify your location.

Internet Service and Support Disclaimer

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Aristata provides monthly subscription plans based on bandwidth delivered to the demarcation point (the place where Aristata’s network ends and the customer’s internal network begins). The speeds of the plan (for example: 10 Mbps down, 2 Mbps up) represent the maximum “up to” speeds in accordance with wireless and fiber industry standards and practices.

The service demarcation point is at the connection port on the wireless router, which customers lease from Aristata or provide themselves. If the customer leases the router, we will troubleshoot, support, and replace it at no additional cost beyond the monthly lease fee. If the customer owns the router, they are responsible for all service and networking issues involving the personal router or devices connected via Wi-Fi or wired in using Ethernet. Aristata does not have any responsibility for personal routers or other networked devices or connections past the demarcation point even if the router is leased.

To summarize, we are happy to assist with the troubleshooting of issues up to the demarcation point for the service. If the issue lies within the internal network, then it is beyond the scope of our ability to help, and a third-party IT company or other outside solution may be necessary.

Some local companies that may be able to help include Orion Integration Services, cComputer Tech, or Knight Custom Electronics.

Open Internet Policy

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The Federal Communication Commission’s Restoring Internet Freedom Order requires Internet service providers to disclose network management practices as follows:

Blocking: Any practice, other than reasonable network management elsewhere disclosed, that blocks or otherwise prevents end user access to lawful content, applications, service, or non-harmful devices, including a description of what is blocked.
- Aristata does not block subscribers from accessing websites, applications, services, or other online content.
Throttling: Any practice, other than reasonable network management elsewhere disclosed, that degrades or impairs access to lawful internet traffic on the basis of content, application, service, user, or use of a non-harmful device, including a description of what is throttled.
- Aristata does not throttle speeds based on data usage, application, services, websites, or other online content.  Aristata’s monthly subscription service plans are based on bandwidth, as listed on our pricing pages and in accordance with Industry standards as to maximum “up to” speeds as stated. This practice is called “traffic shaping,” not throttling, and limits a customer’s maximum speeds to their monthly subscription package.
Affiliated Prioritization: Any practice that directly or indirectly favors some traffic over other traffic, including through the use of techniques such as prioritization, or resource reservation, to benefit an affiliate of an ISP, including identification of the affiliate.
- Aristata does not engage in any affiliated prioritization practices.
Paid Prioritization: Any practice that directly or indirectly favors some traffic over other traffic, including through use of techniques such as prioritization, or resource reservation, in exchange for consideration, monetary or otherwise.
- Aristata does not engage in any paid prioritization practices.
Congestion Management: Descriptions of congestion management practices, if any. These descriptions should include the types of traffic subject to the practices; the purposes served by the practices; the practices’ effects on end users’ experience; criteria used in practices, such as indicators of congestion that trigger a practice, including any usage limits triggering the practice, and the typical frequency of congestion; usage limits and the consequences of exceeding them; and references to engineering standards, where appropriate.
- As stated above, Aristata’s monthly subscription service plans are based on bandwidth, as listed on our pricing pages. This practice is called “traffic shaping,” and limits a customer’s maximum speeds to their monthly subscription package. Aristata does not throttle speeds based on data usage.
Application-Specific Behavior: Whether and why the ISP blocks or rate-controls specific protocols or protocol ports, modifies protocol fields in ways not prescribed by the protocol standard, or otherwise inhibits or favors certain applications or classes of applications.
- Aristata neither inhibits nor favors certain applications or classes of applications.
Device Attachment Rules and Security: Any restrictions on the types of devices and any approval procedures for devices to connect to the network. Any practices used to ensure end-user security or security of the network, including types of triggering conditions that cause a mechanism to be invoked (but excluding information that could reasonably be used to circumvent network security).
- Aristata blocks any unauthorized routing device attempting to connect to its network. Subscriber devices can be authorized during regular business hours through our technical support staff at 719.937.7700 option 3.
Subscription Service Description: A general description of the service, including the service technology, expected and actual access speed and latency, and the suitability of the service for real-time applications.
- A hardwire speed test at the router should show service speeds approximate to the advertised plan without background traffic. Latency varies depending on equipment type and location. Suitability of service speeds for real-time applications is listed in the FCC Consumer Broadband Speed Guide.
Impact of Non-Broadband Internet Access Service Data Services: If applicable, what non-broadband Internet access service data services, if any, are offered to end users, and whether and how any non-broadband Internet access service data services may affect the last-mile capacity available for, and the performance of, broadband Internet access service.
- Not applicable
Subscription Price: For example, monthly service access prices, usage-based fees, and fees for early termination or additional network services.
- Monthly subscription plans are listed on Aristata’s website. The subscription service covers access to the Internet. There are no usage-based fees. Early termination fees are only applicable to contract subscribers and are listed in each subscriber’s individual contract. Payment for service is made in advance of accessing the service.
Privacy Policies: A complete and accurate disclosure of the ISP’s privacy practices, if any. For example, whether any network management practices entail inspection of network traffic, and whether traffic is stored, provided to third parties, or used by the ISP for non-network management purposes.
- Aristata does not inspect or store subscriber browsing history, share it with third-parties, or use customer information for non-network management purposes.
Redress Options: Practices for resolving complaints and questions from consumers, entrepreneurs, and other small businesses.
- Complaints may be addressed to Customer Care at 719.937.7700 option 1 (one) during regular business hours. Complaints may also be emailed to Customer Care via Billing@AristataCommunications.com.

Acceptable Use Policy

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If you do not agree to these terms, please contact customer care at 719.937.7700 option 1 (one) to cancel your service.

To that end, you are also responsible for taking security precautions to protect against internet threats such as viruses, spam, Trojan botnets, and other malicious intrusions.

We recommend all customers take precautions to prevent others from gaining unauthorized access and suggest all subscribers to password-protect their Wi-Fi connection.

Aristata’s Internet service may not be used in a manner that violates local, state, federal or international laws, orders, or regulations.

Additionally, the service may not be used to:

Harm minors, including hosting, possessing, distributing, or transmitting child pornography or other unlawful material.
Facilitate pyramid schemes or other illegal solicitation scams.
Take part in any fraudulent activities, including impersonating another person or entity or forging another’s signature.
Stalk, harass, invade privacy, or otherwise violate the rights of others.
Collect or store personal data about other users.
Send unsolicited bulk commercial email.
Violate intellectual property rights.
Connect unauthorized third-party routing devices.
- Please note that third-party routers may be unable to access the Aristata network until the router 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.
Distribute content that is illegal, threatening, abusive, libelous, slanderous, defamatory, promotes violence, or is otherwise deemed objectionable.
Interfere with other’s ability to use their internet service, including the intentional distribution of viruses, worms, Trojan horses, corrupted files, hoaxes, and other items of a destructive or deceptive nature.
Disrupt service in any manner, including denial of service attacks, network flooding, or attempts to crash a host.
Otherwise degrade the quality of service or impede Aristata’s network.
Gain unauthorized access to another person’s computer, software, or data.
Use or distribute tools for compromising security, such as password guessing programs, cracking tools, packet sniffers, or network probing tools.
Modify equipment connected to Aristata’s network to commit theft of the service. We may notify law enforcement if any such theft or fraud occurs.
Make your services available to anyone outside the property to which the internet is delivered, except with the explicit permission of Aristata. Exceptions include authorized repeater sites.
Resell or redistribute the service to a third party.
Modify the MAC address of any router connected to the Aristata network.
Use an IP address not assigned to you by Aristata.
Access or use the Service with an IP address other than the dynamic Internet Protocol (“IP”) address assigned to you which adheres to dynamic host configuration protocol (“DHCP”) or a static IP address issued by the Company, is not allowable.
Reference Aristata in an unsolicited email or list an Aristata network IP address in an unsolicited email.
Imply that Aristata is the sponsor of any unsolicited email even if that email is not sent through the Aristata network.
Forge, alter, or otherwise tamper with Aristata communications for malicious purposes.
Violate any other Aristata policy or guideline.

For any questions regarding this policy, violation complaints or cancellation notices, please contact Aristata Customer Care at Billing@AristataCommunications.com or call 719.937.7700 option 1 (one).

Billing Policy

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Billing cycles and statements

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.

Payment methods

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.

Cancellation, contracts, and plan changes

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.

Seasonal Hold

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.

Termination for nonpayment

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.

Equipment

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.

Installation, prewire, reactivation, rescheduling and transfers of service

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.

Miscellaneous

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