Legal and contractual information

General conditions applicable to all services

General conditions for Scarlet(PDF, 179Kb)

Fixed telephony

Specific conditions – Fixed telephony(PDF, 142Kb)

Fixed Internet

• Specific conditions - Internet(PDF, 84Kb)
• Internet Acceptable Use Policy(PDF, 71Kb)
• Internet Policy(PDF, 113Kb)

TV

Specific conditions – TV(PDF, 102Kb)

Additional services

• TV Replay and TV Replay+(PDF, 68Kb)

Mobile

• Specific conditions – Mobile telephony(PDF, 126Kb)
• Internet Policy(PDF, 113Kb)

• comparison-conditions(PDF, 325Kb)

Update of the document "Managing fixed and mobile Internet traffic on the Proximus network" document for its private and professional customers on 1 March 2024

The document "Managing fixed and mobile Internet traffic on the Proximus network" available on the Scarlet website is to be updated to reflect these changes. For an overview of the changes, you can check the updated version here.
Generally speaking, the purpose of this document is to inform customers of the procedures for measuring and directing Internet traffic on the fixed and mobile networks in order to avoid network saturation. It also gives them an explanation on the impact they can have on the quality of fixed and mobile Internet services.

From 1 March 2024, a new internet social offer will be available on the Belgian market at a capped rate of €19/month (or €40/month in a combined offer or pack). Details of the Proximus offer will be available on the Proximus website from March 1st, 2024Opens a new window , along with FAQsOpens a new window .

Customers who meet the conditions to benefit from this new internet social offer will receive a letter from the FPS Economy.

• If you are eligible for the new social internet offer, you can apply at a Proximus point of sale and convert your existing subscription. Please note that if you leave the old social tariff system, you will no longer be able to benefit from it afterwards. You also have the option of keeping your current social rate if you do not wish to opt for the new offer.
• If you currently benefit from the social rate on your existing subscription but are not eligible for the new offer, you do not need to do anything. You automatically keep it.

More information on the eligibility conditions (including the conditions and procedure for granting, maintaining and withdrawing) and the minimum content of the offer (speeds, volume, maximum prices, minimum reductions, etc.) can be found on the FPS Economy websiteOpens a new window .

The contractual terms and conditions of Scarlet adapted to the new legal framework relating to the Easy Switch procedure

As from 2 October 2023, a new compensation system will be introduced. In accordance with the regulatory framework, the Customer is entitled to receive from the new operator:

• an automatic indemnity of €30 if the technician does not show up within the agreed time window.
• an automatic indemnity of €10 per day if the switch results in a service interruption of more than one working day on the Proximus network.

At his express request, the Customer is also entitled to an indemnity of €6 per day for late activation of services.
The indemnities referred to are not due if the event giving rise to compensation is due to the Customer.
The General Terms and Conditions of Scarlet will be adapted accordingly.

• Websites and MyScarlet for consumers(PDF, 282Kb)

Privacy is important to you – and to us, too. That's why we respect your privacy.

The Proximus privacy policy aims to provide transparent information to data subjects regarding the processing of their personal data, as required by the General Data Protection Regulation.

With this privacy policy, Proximus wants to offer you more information about the personal data we collect about you, what happens with your personal data if you use our services and apps and/or visit our different websites, for what purposes your personal data are used, and with whom your personal data are shared. You can also find out how you can control our use of your personal data.

We therefore recommend you read this privacy policy carefully. You will soon discover that it contains interesting and very useful information. To make the policy more readable, we have divided the different topics into chapters, which are easy to consult using the selection menu.

Privacy policy

For existing Customers (before July 12, 2023), as long as they have not been informed that they have been transferred to the Proximus IT infrastructure, this privacy policy applies. You will find a summary of the differences here.