Dispute Resolution and
Service Commitment Policy
1. Introduction
At GoLite Mobile, we are committed to delivering high-quality service and ensuring fair dispute resolution. This Dispute Resolution and Service Commitment Policy (“Policy”) outlines our service level commitments, how we handle disputes, and the arbitration process for resolving conflicts.
By using GoLite Mobile services, you agree to the terms of this Policy. If you have any questions, please contact us:
Address: 1401 21st Street, Suite R, Sacramento, CA 95811
Email: [email protected]
Phone: 800-801-9385
2. Service Commitment (Service Level Agreement - SLA)
2.1 Network Performance & Availability
GoLite Mobile strives to maintain a reliable and high-performing network. However, service availability may vary due to factors such as:
- Network congestion
- Weather conditions
- Maintenance or upgrades
- Geographic limitations
- Third-party carrier issues.
2.2 Service Expectations
- Voice & Text: GoLite Mobile aims for a 99% uptime across all covered areas.
- Data Services: We strive to provide fast, reliable data connections, but speeds may vary based on network conditions.
- Customer Support: Our support team is available 24/7 via phone and email.
2.3 Limitations & Exclusions
GoLite Mobile is not responsible for service interruptions caused by:
- Acts of nature (e.g., hurricanes, earthquakes, or other disasters)
- Unauthorized modifications to your device or SIM card
- Failures caused by third-party providers, such as local carriers when roaming
- Events beyond GoLite Mobile’s reasonable control
We do not guarantee uninterrupted service but will make commercially reasonable efforts to restore service as quickly as possible.
3. Dispute Resolution & Arbitration Agreement
3.1 Informal Resolution
We encourage customers to resolve disputes directly with our support team. If you experience a service-related issue or have a billing concern, please contact us at [email protected] or call 800-801-9385.
If we cannot resolve your issue within 30 days, you may proceed with formal dispute resolution as outlined below.
3.2 Mandatory Arbitration Agreement
By using GoLite Mobile services, you agree that any disputes will be resolved exclusively through binding arbitration, rather than in court, except for claims that qualify for small claims court.
Key Arbitration Terms:
- Arbitration is final and binding. You waive your right to a trial by jury or participation in class-action lawsuits.
- Arbitration will be conducted by the American Arbitration Association (AAA) under its Consumer Arbitration Rules.
- The arbitration venue will be Sacramento, California, unless both parties agree otherwise.
- Each party will bear its own legal fees, unless otherwise required by law.
- Claims must be filed within one (1) year of the dispute arising, or they will be permanently barred.
3.3 Exceptions to Arbitration
You may file claims in small claims court if your dispute qualifies. Additionally, either party may seek an injunction in court for intellectual property violations or unauthorized use of services.
3.4 Class Action Waiver
All disputes must be resolved on an individual basis. You agree not to participate in class actions, class arbitrations, or any group lawsuits against GoLite Mobile.
4. Policy Updates
GoLite Mobile reserves the right to modify this Policy. Changes take effect upon posting on our website. Continued use of our services constitutes acceptance of the updated terms.
For inquiries or assistance, please contact us:
Email: [email protected]
Phone: 800-801-9385
Address: 1401 21st Street, Suite R, Sacramento, CA 95811
Last Updated: March 19th 2025
