Commercial Code of Practice

Starlink Commercial Code of Practice

Starlink Services

Starlink offers the following services in Kenya (all charges tax inclusive):

Residential

  • Plan Type: Data
  • Description: Starlink will provide satellite broadband service throughout Kenya. Users purchase equipment comprised of a Starlink satellite dish with its components and an adapter/router in order to use this service.
  • Data Charge: KES 6,500 per month
  • Features: Expected download speeds of approximately 100–250 Mbps. Additional information about the service is contained in the Starlink Terms of Service.

Residential Lite

  • Plan Type: Data
  • Description: Starlink will provide satellite broadband service throughout Kenya. Users purchase a Starlink satellite Mini dish with its components and an adapter/router in order to use this service. The Mini plan includes unlimited deprioritized data, which can have slower speeds compared to the Standard plan.
  • Data Charge: KES 4,000 per month
  • Features: Expected download speeds of approximately 30–100 Mbps. Additional information is available in the Starlink Terms of Service.

Residential 50GB

  • Plan Type: Data
  • Description: Starlink will provide satellite broadband service throughout Kenya. Users purchase equipment comprised of a Starlink satellite dish with its components and an adapter/router in order to use this service.
  • Data Charge:
    • KES 1,300 per month – up to 50GB
    • KES 20 per GB for standard data above 50GB
  • Features: Expected download speeds of approximately 100–250 Mbps. Latency as low as 116 ms. Additional information is available in the Starlink Terms of Service.

Roam 50GB

  • Plan Type: Data
  • Description: Starlink will provide satellite broadband service throughout Kenya. The Roam plan enables customers to use their Residential or Mini dish in one fixed location and then move it to another fixed location and use it there.
  • Data Charge: KES 14,000 per month for up to 50GB
  • Features: Expected download speeds of approximately 30–100 Mbps. Additional information is available in the Starlink Terms of Service.

Local Priority

  • Plan Type: Data
  • Description: Starlink will provide satellite broadband service throughout Kenya. Users purchase equipment comprised of a Starlink satellite dish with its components and an adapter/router in order to use this service.
  • Data Charge:
    • Terminal Access Fee – KES 2,600/month
    • 50 GB block of data – KES 1,600
    • 500 GB block of data – KES 8,000
  • Features: Expected download speeds of approximately 50–220 Mbps. Latency as low as 116 ms. More details in the Starlink Terms of Service.

Global Priority

  • Plan Type: Data
  • Description: Starlink will provide satellite broadband service throughout Kenya. The Mobile Priority plan is for use on vehicles and boats while in motion.
  • Data Charge:
    • Terminal Access Fee – KES 23,000/month
    • 50 GB block of data – KES 16,000
    • 500 GB block of data – KES 80,000
  • Features: Expected download speeds of approximately 50–220 Mbps. Latency as low as 99 ms. More information is available in the Starlink Terms of Service.

Starlink Hardware

Use of the Starlink services requires that the customer purchase a Starlink kit. Tax-inclusive prices and activation charges (shipping not included):

  • Standard Kit

    • Price: KES 49,900
    • Activation Charge: KES 6,500

  • Mini Kit

    • Price: KES 27,000
    • Activation Charge: KES 32,400

  • High-Performance Kit

    • Price: KES 377,000

Out-of-Region Fees (for kits purchased outside of Africa):

  • Standard Kit: KES 25,047
  • Mini Kit: KES 37,570

More details at starlink.com/legal?regionCode=KE.

Complaints Handling Procedure

Starlink is committed to providing excellent service and resolving any problems you may have with your service as quickly as possible.

You may submit a complaint if you are not satisfied with Starlink’s resolution of any issues or how your enquiry was handled. Complaints can be made within 6 months of the relevant event. No charges apply.

How to Submit a Complaint

You can submit a complaint 24/7 using one of the following methods:

  • Open a Ticket: Log into your Starlink Account online in the Customer Support Portal and submit a request. Include "Consumer Complaint" in the subject line.
  • By Email: Email starlinkresolutions@spacex.com with a description of the issue and your Starlink Account number. Include "Consumer Complaint" in the subject.
  • By Phone: Call 203893488.

Please include a detailed description and your preferred contact method so we may respond.

Escalation Procedure

If you are not satisfied with the response to your complaint, you may request escalation to a qualified member of Starlink’s customer support team.

Outage Credits

If service becomes unavailable due to system interruptions (not caused by scheduled maintenance, emergencies, natural disasters, force majeure, third-party damage, customer fault, terrorism, or vandalism), customers may request an outage credit equivalent to the usage during the affected period. Credits are applied in the billing cycle following the outage.

Advertisement and Marketing Policy

Starlink's advertising and marketing materials will be accurate, transparent, and compliant with Kenyan regulatory standards. All terms, conditions, and pricing information will be clearly disclosed.

Refund Policy

Refunds shall be made in accordance with Starlink’s [Terms of Service]