Legal and contractual information

General conditions

Products and services

Modification of the General and specific conditions as of 01/06/23

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.

Reform of the Belgian social tariff system

The document "Managing fixed and mobile Internet traffic on the Proximus network" From 1 March 2024, the existing social rate system will be replaced by a new social internet subscription, available on the Belgian market at a capped rate of EUR 19/month (or EUR 40/month with TV). Details of the Proximus offer will be available on the Proximus website from 1 March 2024, along with FAQs.

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

  • If you are eligible for the new social internet subscription, you can apply at a Proximus point of sale and convert your existing subscription. 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.

The conditions of eligibility (including the conditions and procedure for granting, maintaining and withdrawing) and the minimum content of the offer (speeds, volume, maximum prices, minimum reductions, etc.) are defined in accordance with the regulations in force.

Easy Switch

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.

Proximus websites and MyScarlet

Pricelist and tariffs

Current tariffs

Tariff changes for certain products on 01/01/2024 As announced on your invoice, the price of certain products is changed as of 01/01/2024 following a tariff increase.

Privacy policy

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.

After-sales customer service

Questions about your online order or a product? Feel free to contact our customer service! Our team will answer your questions over the phone from Monday to Friday from 9 a.m. to 8 p.m. and Saturday from 9 a.m. to 6 p.m.

A complaint? call 02 275 27 27 or contact us.

You can also contact the Telecom Mediation Service by e-mail: klachten@ombudsmantelecom.be/ plaintes@mediateurtelecom.be or by post: Boulevard du Roi Albert II 8 boîte 3 à 1000 Bruxelles / Koning Albert II-laan 8 bus 3 te 1000 Brussel, tel. 02 223 09 09/ 02 223 06 06. Or you can contact the Online Dispute Resolution Platform.

Some PDF files may be inaccessible to some people. In this case, we invite you to contact us.