1. Your rights under the law come first

Under the Sale of Goods and Supply of Services Act and other laws of Uganda, what we sell must match its description, be of satisfactory quality (which includes being durable) and be fit for any purpose you told us about. Our services, including installation, must be carried out with reasonable care and skill. If something we sold or did falls short of that, you may be entitled to a repair, a replacement, a price reduction or a refund. That applies even after a warranty period has ended. Nothing on this page reduces those rights.

2. Starlink kits

• What is covered: faults in materials or manufacture of the kit you bought from us, for 12 months from the day you received it. That date is on your receipt or delivery note. The kit includes the dish, router, cables and power supply.
• Who you deal with: us. This is our own warranty, and we honour it for the full period whatever Starlink decides. Where Starlink's Limited Warranty covers the fault, we raise the claim with Starlink and arrange the repair or replacement. If Starlink gives a longer warranty for your model and accepts a claim under it, you get the benefit of it.
• Replacement units: Starlink may supply a replacement that is new or refurbished to its own standard. If you would rather not accept a refurbished unit, tell us and we will discuss your other options, including those the law gives you. A replacement is covered for the rest of your original warranty period or 3 months, whichever is longer.
• If we cannot fix it in reasonable time: if we do not repair or replace a faulty kit within a reasonable time and without significant inconvenience to you, or if repair and replacement are impossible, you may ask for a price reduction or a refund.

3. Accessories, routers, CCTV and network equipment

Mounts, cables, routers, cameras, recorders, firewalls and other equipment we sell are covered for the manufacturer's warranty period shown on your invoice or with the product. Where no period is shown, we give our own warranty of 6 months from delivery. We handle the claim with the manufacturer for you.

4. Our installation work

For 6 months from the day an installation is completed, we fix at no charge any fault caused by our own work. That includes call-out to the address where we did the work. Examples:

• a mount or bracket we fitted that comes loose;
• a cable or connector we fitted or terminated that fails;
• water getting in where we made a cable entry;
• a router or WiFi set-up we configured that does not work as agreed at handover.

If our technician damages your property by negligence during an installation, we are responsible for that damage. For a Starlink installation, the limit on our liability in the Installation Terms does not apply to it, whichever version you accepted, as section 8 of our Starlink Installation page says.

5. Faulty on arrival

If an item is faulty when it arrives, or develops a fault within 7 days of delivery, or of installation if later, you choose: a replacement or a full refund. We test the item first, and we pay to collect it and to deliver any replacement. This is in addition to your right to reject goods that are not of satisfactory quality.

6. What the warranty does not cover

The warranty covers faults in the equipment and in our work. It does not cover:

• damage from lightning or power surges, unless it was caused by our installation work;
• physical damage, drops, crushing, water damage to indoor units, fire, or damage by animals, for example rodents chewing cables;
• problems caused by your power supply: unstable mains, generators or inverters without suitable protection, or the wrong power adapter;
• equipment opened, modified, repainted or repaired by anyone other than us or the manufacturer, or loaded with firmware that did not come from the manufacturer;
• equipment moved or re-installed by someone else, or installation work we did not do;
• use in motion, away from the installation address or outside Uganda on a plan that does not allow it;
• obstructions that appear after installation, such as new buildings or growing trees;
• normal wear and tear, cosmetic marks that appear after delivery, and loss or theft;
• settings changed by you or someone else;
• interruptions to the Starlink network or another network. These are service matters, covered in our Terms of Service.

Even when a fault is not covered, we still help. We tell you the cost before doing any work, and we never charge for work you have not agreed to.

7. How to make a claim

1. Contact us on WhatsApp +256 705 993 348, by e-mail at info@dishnetafrica.com, or at our office.
2. Give your name or account, your invoice or receipt number, the serial number (on the label or in the Starlink app), what is wrong and since when. Photos or a short video help.
3. We reply within 1 working day (Monday to Friday, except public holidays in Uganda) and try to fix the problem remotely first.
4. If the equipment needs a visit, collection or exchange and the fault is covered, or is one the law makes us responsible for, it costs you nothing. That includes collecting the item and bringing it, or its replacement, back to you. We do this to and from the address where we delivered or installed it, anywhere in Uganda. If the fault turns out not to be covered, we tell you the cost before going further.
5. We keep you updated until the claim is closed. Where Starlink or another manufacturer has to approve a replacement, we tell you how long that is expected to take.

8. Other points

• The warranty stays with the equipment if you pass it on within the warranty period. The new owner needs the original receipt.
• Equipment we did not sell is not covered by our warranty. We can still look at it for a fee, which we quote first.
• Questions or a disagreement about a claim? See our Complaints page.