Cuélgate believes each and
every consumer has the following basic rights:
1. "What is prompted on a call, the consumer gets." There should NEVER be a voice prompt given on a product that
does not deliver what the consumer expects on that call - whatever the voice
prompt says, that should ALWAYS be the number of minutes delivered on that call.
When the voice prompt says 60 minutes, that does not mean 58 minutes, the PIN
will deliver 60 minutes.
2. "No Hidden Fees."
All fees, taxes or other methods of reducing the original value or remaining
balance are disclosed on our website.
3. "There will be no unexplained rate changes." Rates will not be
arbitrarily increased without communicating the impact to the consumer. All rate changes reducing the actual talk
time, regardless of the reason, will be communicated via our website informing
the consumer of the current rate.
These postings will remain in place as long as the rate is in effect.
4. "Easy to use and understand." The product should be easy to use (access numbers clearly
identified), easy to understand (in their own language) and explain exactly
what the consumer will receive with their purchase (rates and fees clearly
explained).
5. "Real customer service." Access to a live customer service representative, 24 hours a day, 7 days a week, in your own language - not an answering machine.
Frequently Asked Questions
How can I determine what the rate per minute is to a certain international destination/location?
See the rates on the How It Works page on this site to
look up your rate per minute to a specific destination.
Does Cuélgate charge fees?
Cuélgate does not charge connection
fees. Cuélgate does not charge dis-connection
fees. Calls made from a payphone will be charged an FCC-mandated fee of 99¢ and
calls to directory assistance will be charged US $1.25 in addition to the per minute
rate. There is a onetime first use fee
of 25¢, and a maintenance fee of 25¢ per month when the PIN is not used.
How do I use my Cuélgate PIN?
To use your PIN, call from the United States, dial the 800 access number, which is on the page delivered with your PIN, or the local access number which provides more discounted rates and more
minutes. Your local phone carrier may charge for calls to the local access number. The system will prompt you “please
enter your PIN”. After you successfully dial your PIN, the system will
give you the balance on your PIN, for example “you have $10”, and ask you “please
enter the number you wish to call”. For a domestic U.S. call, dial the area code and phone number. If
calling an international destination, dial 011 + country code + local
number.
How is money deducted from my account balance?
Each minute of talk time is deducted from
the PIN balance based on the rate to that specific calling destination. All calls are billed in one minute increments
and are rounded to the next whole minute.
Can I use this PIN from Alaska or Hawaii?
Yes, calls made from Alaska or Hawaii are
billed at a higher rate.
Does my Cuélgate PIN expire?
Yes, it expires 6 months from the date of
last use or from date of last recharge.
Can I recharge my Cuélgate PIN?
Yes, you can recharge your Cuélgate PIN by calling Customer Service at the number on the Contact Us page. We
accept domestic U.S. credit cards only.
How do I use this PIN when I am outside the US?
No, at this time Cuélgate is only
for use when calling from the US to other countries.
How do I report a problem with my PIN?
Contact Customer Service at the number on the Contact Us page, they will help you with technical issues or answer your questions.
Policies
PINs expire 6 months from date of last use,
or 6 months from the date of last recharge.
Calls must be made from a touch tone phone.
Directory assistance has a surcharge of $0.99, and payphone calls have a surcharge of $0.99.
All calls made on PINs are billed in one minute increments.
PINs have NO connection fees.
Rates are subject to change with notice posted on our rates page on the website.
The minutes announced on a PIN assumes non-payphone calls.
International rates vary by city and cellular destinations.
Calls made from Alaska and Hawaii are subject to higher rates.
PINs cannot be refunded or exchanged and have no surrender value.
Not responsible for loss, theft, or unauthorized use of the PIN.
If you are unable to resolve a complaint with customer service, you have the right to contact the state regulatory agency in the state where the PIN was purchased.
Recharge limits on the PINs are from $10 to $40 at each time of recharge.
Cancellation, Returns, and Refunds Policy
PINs may be cancelled by contacting us
within 24 hours of your purchase, until the PIN is first used. Once the PIN has been used for the first time
to place a call, no cancellations or refunds will be given.
Delivery Policy
When your order is submitted our website will complete your order and immediately display your PIN. If you enter your email address on the order page, we will also send your PIN to your email address.
Customer Service
Visit our contact us page for customer service information.
Privacy Policy
Your personal information will be safe and will not be shared with others except as required by law.
We have created this privacy statement in order to demonstrate our firm and continuing commitment to the privacy of personal information of those visiting and interacting with this website. We hold the privacy of your personal information in the highest regard. The following discloses our information gathering and dissemination practices for this website.
We recognize the importance of protecting your privacy and our policy is designed to assist you in understanding how we collect, use and safeguard the personal information you provide to us and to assist you in making informed decisions when using our site. This policy will be continuously assessed against new technologies, business practices and our customers' needs.
What
Information Do We Collect?
When you visit this website you may provide us with two types of information: personal
information you knowingly choose to disclose that is collected on an
individual basis and website use information collected on an aggregate
basis as you and others browse our website.
1. Personal
Information You Choose to Provide
Registration Information
If you register for our service you will provide us information about yourself.
Credit Card Information
If you choose to purchase our service, you may need to give personal information and authorization to obtain verification from various credit services. For example, you will provide the following information: Name, Email address, Credit card number, Name on credit card, Credit card billing address, Phone number.
Email Information
If you choose to send us an email, we may retain the content of your email message and your email address and our responses. We provide the same protections for these electronic communications that we employ in the maintenance of information received by mail and telephone.
2. Website Use Information
Like other commercial websites, our website uses a standard technology
called "cookies" (see explanation below, "What Are Cookies?")
and web server records to collect information about how our website is used.
Information gathered through cookies and web server records may include the
date and time of visits, the pages viewed, time spent at our website, and the websites
visited just before and just after our website.
How Do We Use the Information That You Provide to Us?
We use personal information only for purposes of administering our business activities, providing the service you requested, to process your payment, to monitor the use of the service, our promotional efforts and improve our service offerings, and customize our site's content and layout and for other lawful purposes. These uses improve our site and better tailor it to meet your needs. Personal identication information will not be shared with other parties except as required by law.
Occasionally, we may also use the information we collect
to notify you about important changes to our website, new services, and special
offers we think you will find valuable. You may notify us by email at any time
if you do not wish to receive these offers.
What Are Cookies?
A cookie is a very small text document, which often includes an anonymous
unique identifier. It’s a way for our
website to recognize you as a new or returning customer. When you visit a website, that site's
computer asks your computer for permission to store this file in a part of your
hard drive specifically designated for cookies. Each website can send its own
cookie to your browser if your browser's preferences allow it, but (to protect
your privacy) your browser only permits a website to access the cookies it has
already sent to you, not the cookies sent to you by other sites. Browsers are
usually set to accept cookies. However, if you would prefer not to receive
cookies, you may set the configuration of your browser to refuse cookies. If
you choose to have your browser refuse cookies, it is possible that some areas
of our site will not function as effectively as when viewed by others. A cookie
cannot retrieve any other data from your hard drive or pass on computer
viruses.
How Do We
Use Information We Collect from Cookies?
As you visit and browse our website, the site uses cookies to differentiate you
from others. In some cases, we use cookies for security to prevent you from
having to log in more than is necessary. Cookies, in conjunction with our web
server record files, allow us to calculate how many people visit our website
and which parts of the site are most popular. This helps us constantly improve
our website and better serve you. Cookies do not allow us to gather any personal
information about you and we do not store any personal information that your
browser provided to us in your cookies.
IP
Addresses
IP addresses are used by your computer every time you are connected to the
Internet. Your IP address is a number used by computers on the network to
identify your computer. IP addresses are automatically collected by our web
server as part of traffic data so that responses (such as the web pages you
request) can be sent to you.
Sharing and
Selling Information
We do not share, sell, lend or lease any of the information that uniquely
identify customers (such as email address or credit card number) with anyone
except to process transactions or provide services that you have requested.
How Can You
Access and Correct Your Information?
You may request copy of all your personally identifiable information that we
collect online and maintain in our database by emailing us.
What About Legally Compelled Disclosure of Information?
We may
disclose information when legally compelled to do so, in other words, when we,
in good faith, believe that the law requires it or for the protection of our
legal rights. We may also disclose account information when we have reason to
believe that disclosing this information is necessary to identify, contact or
bring legal action against someone who may be violating our Terms of Service or
to protect the safety of our users and the Public.
What About Other Websites Linked to Our Website?
We are not responsible for the practices employed by websites linked to or from
our website or the information there. Links to other websites are provided
solely as pointers to information on topics that may be useful to the users of
our website.
Note when you use a link to go from our website to another website, our Privacy Policy is no longer in effect. Your browsing and interaction on other websites, including websites which have a link on our website, is subject to that website's policies. Please read those policies before proceeding.
Your
Consent
By using our website you consent to our collection and use of your personal
information as described in these Policies. We reserve the right to amend
these policies at any time with or without notice.
Our Commitment To Data Security
Please note that your information will be stored and processed on our computers in the United States. The laws on holding personal data in the United States may be different than the laws of other countries. To prevent unauthorized access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online.
Choice Opt-In/Opt-Out
This site
allows visitors to unsubscribe so that they will not receive future messages.
After unsubscribing we will discontinue sending messages as soon as technically
feasible.
Surveys & Contests
From time-to-time our site requests information from users via surveys or contests. Participation in these surveys or contests is completely voluntary and particpants have a choice whether or not to disclose this information. Information requested may include contact information (such as name and shipping address), and demographic information (such as zip code, age level). Contact information will be used to notify the winners and award prizes. Survey information will be used for monitoring and improving the use and satisfaction of this site.
Children
are not eligible to use our services unsupervised and we ask that children
(under the age of 18) do not submit any personal information to us. If you are
a minor, you can use this service only in conjunction with permission and
guidance from your parents or guardians.
In the event that the website (or a substantial portion of its assets) is acquired, your information would be considered part of those assets, and may be part of those assets that are transferred.
Policy Modifications
We may change this Privacy Policy from time to time. If/when changes are made
to this privacy policy, we will email users who have given us permission to do
so. We will post any changes here, check back periodically. However, please be
assured that if the Privacy Policy changes in the future, we will not use the
personal information you have submitted to us under this Privacy Policy in a
manner that is materially inconsistent with this Privacy Policy, without your
prior consent.