14. SUSPENSION, DISCONNECTION OR TERMINATION BY ETISALAT
15. TERMINATION BY THE CUSTOMER
16. CONTACTING ETISALAT
17. VAT
18. CHANGES BY ETISALAT
These specific terms and conditions (“ServiceSpecific Terms”) apply in relation to the provision of the Service by Etisalat to the Customer, in addition to the other constituent parts of the Agreement between Etisalat and the Customer.
Any capitalised terms that are not defined in this Clause 2 have the meaning given to them in the General T&Cs (Consumer).
(a) “Agreement” means the entire contractual agreement between Etisalat and the Customer, comprising of the constituent parts set out in Clause 3 of the General T&Cs (Consumer).
(b) “Customer” means the person who purchases or subscribes to the Service.
(c) “Etisalat” means Emirates Telecommunications Group Company P.J.S.C.
(d) “General T&Cs (Consumer)” means Etisalat’s general terms and conditions for consumer (i.e. non-business) products and services which are published on Etisalat’s website and are available through the other communications channels referred to in Clause 30 of the General T&Cs (Consumer).
(e) “In-bundle Allowance” means voice calls, SMS and mobile data allowances included in the Customer's service plan (i.e. the Bundle as defined in Clause 3(b)).
(f) “Minimum Term” has the meaning given to it in Clause 4(b).
(g) “Out-of-Bundle” means any voice calls, SMS and mobile data usage by the Customer in excess of the voice calls, SMS and mobile data allowance included in the Customer’s Service plan (i.e. the In-bundle Allowance). (h) “Premium Number” means a special mobile number that includes unique digits which has a high customer demand in the UAE. The Service will always involve the use of such Premium Number. (i) “Service” means the post-paid mobile service with a Premium Number made available by Etisalat under the name of “Premium Postpaid plans”, as described in more detail in Clause 3.
(a) The Service is a post-paid mobile telecommunications service made available to the Customer by using a SIM card issued by Etisalat. The Customer may use the Service throughout the UAE and in other countries. The Service may be used for voice calls, SMS and mobile data usage.
(b) The Service may be offered to Customers in various packages or service plans, which may be inclusive of a mobile device, voice calls, SMS and mobile data allowances (the “Bundle”). The current options for the Bundle are as detailed below:
i. Diamond Postpaid plan; and
ii. Diamond Plus Postpaid plan.
Any new Bundles which may be made available by Etisalat from time to time will be published via the Digital Channels.
(c) Diamond & Diamond Plus postpaid plan may also include a voucher with a certain nominal value in AED that can be redeemed against purchase of a smart phone device from Etisalat.
(d) Details of the specific Bundle subscribed to by the Customer shall be specified in the relevant application form for the Service and will be made available via the Digital Channels.
(e) The Customer shall be entitled to use a Premium Number as part of the Service.
(a) The Agreement is valid and binding and in full force on and from the date on which the Customer submits a Service Application Form and the same is accepted by Etisalat or otherwise when Etisalat registers the customer subscription or purchase of the Service (the “Effective Date”).
(b) The Minimum Term of the Agreement is twenty four (24) months (the “Minimum Term”). The Minimum Term shall commence on the date on which Etisalat makes the Service available to the Customer (the “Activation Date”).
(c) Transfer of the right-of-use of the Premium Number to another Customer shall not be permitted during the Minimum Term.
(d) The Customer shall not be permitted to upgrade or downgrade the Service to a different Bundle or migrate to any other Etisalat prepaid/ post-paid plan during the Minimum Term.
(e) After the completion of the Minimum Term, and unless terminated by the Customer in accordance with Clause 10 (Termination by the Customer), the Service shall continue on a monthly rolling basis. If, following the completion of the Minimum Term, the Customer does not wish to continue using the Service as described above, the Customer can terminate the Service in accordance Clause 10 (Termination by the Customer).
(f) After the Minimum Term, in case of continuation of the Service, the same monthly rental Charges as applicable in the Minimum Term shall apply.
(g) Transfer of the right to use the Premium Number to another Customer after expiry of the Minimum Term is subject to satisfying all the applicable legal and regulatory conditions. No exit charges shall be applicable for such transfer.
Please see Clause 8 of the General T&Cs (Consumer) for the provisions governing the Customer obligations and restrictions.
Etisalat will provide the Service to the Customer based on these Service Specific Terms together with the other constituent parts of the Agreement, and in accordance with the law.
Please see Clause (14) of the General T&Cs (Consumer) for the provisions relating to outages.
In addition to Clause 15 of the General T&Cs (Consumer) the following Charges, billing and payment provisions shall apply to the Service:
(a) If the Service is terminated before the completion of any month, the bill covering the final billing period will cover that entire month’s Charges.
(b) The Customer shall have the option to pay the applicable monthly rental Charges:
i. On a monthly basis, or
ii. One year in advance for the first 12 months at the time of the subscription and thereafter on a monthly basis.
For avoidance of doubts, when calculating the total Service fees for the Minimum Term, Etisalat shall take account of any applicable discounts.
(c) The monthly rental Charges and the corresponding In-bundle Allowance will be calculated and provided on a pro rata basis from the Activation Date until the end of the first billing period. Thereafter, starting from the next billing cycle, the full monthly rental Charge will apply to (or be allocated to when paid in advance) the given billing cycle and the Customer will be provided with the In-bundle Allowance on a monthly basis. The In-bundle Allowance will be provided on a monthly basis even if the Customer has paid the total rental Charges for the Minimum Term in advance.
(d) Where the Customer choses to pay the monthly rental Charges on a monthly basis the Customer will be invoiced monthly in arrears and any additional Out-of-Bundle Charges shall be billed monthly in arrears.
(e) The Customer agrees to pay any and all Charges for the Service by the due date specified on the bill issued by Etisalat.
(f) A request from the Customer to migrate a Service account or vary their subscription to the Service shall to be deemed an authorisation to Etisalat to transfer all its respective credits, dues and obligations in relation to the Service to the new account or to apply them to the varied subscription.
(g) Etisalat reserves the right to revise the Charges and billing practices for the Service. Where the Charges for the Service are proposed to be increased, Etisalat will give a minimum of twenty eight (28) days' notice to the Customer and provide the Customer an opportunity to terminate the Agreement without penalty before the price increase takes effect. If a device has been supplied to the Customer as part of the Service, the relevant exit fee for the device will remain payable.
(h) The following formula for the calculation of the exit charges shall be applicable in relation to the Bundle and (if applicable) to any device part of the Service for any termination of the Agreement by the Customer during the Minimum Term:
Bf + (Rp / Ct) x (Ct – (1+N))
where:
Bf: fixed amount of AED1000
Rp: means the retail price of the device(s), if applicable;*
Ct: means the applicable Minimum Term in months; and
N: the number of monthly payments the subscriber has already made under contract.
*Exit charges relating to the device will not be applicable where the Customer did not obtain any device as part of the Bundle.
(a) In addition to Clause 16 of the General T&Cs (Consumer), Etisalat may collect a deposit or advance payment to cover the cost of the Service and apply a credit limit for Out-of-Bundle usage of the Service. Etisalat may carry out credit reference checks on the Customer as deemed necessary.
(b) Please see Clause 16 of the General T&Cs (Consumer) for the other customer credit, advance payment and deposit provisions that apply to the Service.
Please see Clause (5 d) and (14 f) of the General T&Cs (Consumer) for the provisions governing compensation which the Customer may be entitled to subject to certain terms and conditions.
Please see Clause (16 g) of the General T&Cs (Consumer) for the terms and conditions that apply regarding spending caps in the case of optional non-telecommunications Services.
Please see Clauses (16 e) and (16 f) of the General T&Cs (Consumer) for the provisions governing refund of credit balance for postpaid services.
Please see Clause (20 e) of the General T&Cs (Consumer) for the provisions governing penalty-free service cancellation period.
Please see Clause 19 of the General T&Cs (Consumer) for the provisions governing the suspension, disconnection and termination of the Service or the Agreement by Etisalat.
(a) If the Customer wants to terminate the Service, he/ she must give Etisalat prior written notice.
(b) The Customer acknowledges that, upon receipt of the Customer’s termination notice, Etisalat shall terminate the Service.
(c) If the Customer terminates the Service before the end of the Minimum Term, the exit charges specified in Clause 7(g) shall be applicable and the Premium Number will be returned back to Etisalat and the Customer will lose all its rights to it and will no longer be allowed to use it.
(d) The Customer acknowledges and agrees that in case the Customer terminates the Agreement during the Minimum Term where the Customer has paid the total rental Charges for the Minimum Term in advance, no refund shall be made by Etisalat to the Customer.
(e) In case of termination of the Service and the cessation of the relevant Premium Postpaid plan, Etisalat is entitled to reassign the corresponding Premium Number to another user after the completion of the quarantine period of 12 months and the Customer will lose all its rights to such number and will no longer be able to use it.
(f) During the same quarantine period of 12 months, the Customer may raise a request to Etisalat for reactivation of the same Premium Number subject to the Customer subscribing again to the same Premium Postpaid plan. Without such new subscription, Etisalat has no obligation to reactivate such Premium Number for the Customer and the Customer will lose all its rights to such number and will no longer be able to use it.
The Customer may contact Etisalat to discuss the Service (including these Service Specific Terms and the General T&Cs (Consumer), or any other product or service offered by Etisalat, by using any of the communications channels stated in Clause 30 of the General T&Cs (Consumer).
Please see Clause (32) of the General T&Cs (Consumer) for the provisions governing VAT (Value Added Tax) that apply to the Service.
Please see Clause (25) of the General T&Cs (Consumer) for the provisions relating to changes to the Service.
These specific terms and conditions (“ServiceSpecific Terms”) apply in relation to the provision of the Service by Etisalat to the Customer, in addition to the other constituent parts of the Agreement between Etisalat and the Customer.
Any capitalised terms that are not defined in this Clause 2 have the meaning given to them in the General T&Cs (Consumer).
(a) “Agreement” means the entire contractual agreement between Etisalat and the Customer, comprising of the constituent parts set out in Clause 3 of the General T&Cs (Consumer).
(b) “Customer” means the person who purchases or subscribes to the Service.
(c) “Etisalat” means Emirates Telecommunications Group Company P.J.S.C.
(d) “General T&Cs (Consumer)” means Etisalat’s general terms and conditions for consumer (i.e. non-business) products and services which are published on Etisalat’s website and are available through the other communications channels referred to in Clause 30 of the General T&Cs (Consumer).
(e) “In-bundle Allowance” means voice calls, SMS and mobile data allowances included in the Customer's service plan (i.e. the Bundle as defined in Clause 3(b)).
(f) “Minimum Term” has the meaning given to it in Clause 4(b).
(g) “Out-of-Bundle” means any voice calls, SMS and mobile data usage by the Customer in excess of the voice calls, SMS and mobile data allowance included in the Customer’s Service plan (i.e. the In-bundle Allowance). (h) “Premium Number” means a special mobile number that includes unique digits which has a high customer demand in the UAE. The Service will always involve the use of such Premium Number. (i) “Service” means the post-paid mobile service with a Premium Number made available by Etisalat under the name of “Premium Postpaid plans”, as described in more detail in Clause 3.
(a) The Service is a post-paid mobile telecommunications service made available to the Customer by using a SIM card issued by Etisalat. The Customer may use the Service throughout the UAE and in other countries. The Service may be used for voice calls, SMS and mobile data usage.
(b) The Service may be offered to Customers in various packages or service plans, which may be inclusive of a mobile device, voice calls, SMS and mobile data allowances (the “Bundle”). The current options for the Bundle are as detailed below:
i. Diamond Postpaid plan; and
ii. Diamond Plus Postpaid plan.
Any new Bundles which may be made available by Etisalat from time to time will be published via the Digital Channels.
(c) Diamond & Diamond Plus postpaid plan may also include a voucher with a certain nominal value in AED that can be redeemed against purchase of a smart phone device from Etisalat.
(d) Details of the specific Bundle subscribed to by the Customer shall be specified in the relevant application form for the Service and will be made available via the Digital Channels.
(e) The Customer shall be entitled to use a Premium Number as part of the Service.
(a) The Agreement is valid and binding and in full force on and from the date on which the Customer submits a Service Application Form and the same is accepted by Etisalat or otherwise when Etisalat registers the customer subscription or purchase of the Service (the “Effective Date”).
(b) The Minimum Term of the Agreement is twenty four (24) months (the “Minimum Term”). The Minimum Term shall commence on the date on which Etisalat makes the Service available to the Customer (the “Activation Date”).
(c) Transfer of the right-of-use of the Premium Number to another Customer shall not be permitted during the Minimum Term.
(d) The Customer shall not be permitted to upgrade or downgrade the Service to a different Bundle or migrate to any other Etisalat prepaid/ post-paid plan during the Minimum Term.
(e) After the completion of the Minimum Term, and unless terminated by the Customer in accordance with Clause 10 (Termination by the Customer), the Service shall continue on a monthly rolling basis. If, following the completion of the Minimum Term, the Customer does not wish to continue using the Service as described above, the Customer can terminate the Service in accordance Clause 10 (Termination by the Customer).
(f) After the Minimum Term, in case of continuation of the Service, the same monthly rental Charges as applicable in the Minimum Term shall apply.
(g) Transfer of the right to use the Premium Number to another Customer after expiry of the Minimum Term is subject to satisfying all the applicable legal and regulatory conditions. No exit charges shall be applicable for such transfer.
Etisalat will provide the Service to the Customer based on these Service Specific Terms together with the other constituent parts of the Agreement, and in accordance with the law.
In addition to Clause 15 of the General T&Cs (Consumer) the following Charges, billing and payment provisions shall apply to the Service:
(a) If the Service is terminated before the completion of any month, the bill covering the final billing period will cover that entire month’s Charges.
(b) The Customer shall have the option to pay the applicable monthly rental Charges:
i. On a monthly basis, or
ii. One year in advance for the first 12 months at the time of the subscription and thereafter on a monthly basis.
For avoidance of doubts, when calculating the total Service fees for the Minimum Term, Etisalat shall take account of any applicable discounts.
(c) The monthly rental Charges and the corresponding In-bundle Allowance will be calculated and provided on a pro rata basis from the Activation Date until the end of the first billing period. Thereafter, starting from the next billing cycle, the full monthly rental Charge will apply to (or be allocated to when paid in advance) the given billing cycle and the Customer will be provided with the In-bundle Allowance on a monthly basis. The In-bundle Allowance will be provided on a monthly basis even if the Customer has paid the total rental Charges for the Minimum Term in advance.
(d) Where the Customer choses to pay the monthly rental Charges on a monthly basis the Customer will be invoiced monthly in arrears and any additional Out-of-Bundle Charges shall be billed monthly in arrears.
(e) The Customer agrees to pay any and all Charges for the Service by the due date specified on the bill issued by Etisalat.
(f) A request from the Customer to migrate a Service account or vary their subscription to the Service shall to be deemed an authorisation to Etisalat to transfer all its respective credits, dues and obligations in relation to the Service to the new account or to apply them to the varied subscription.
(g) Etisalat reserves the right to revise the Charges and billing practices for the Service. Where the Charges for the Service are proposed to be increased, Etisalat will give a minimum of twenty eight (28) days' notice to the Customer and provide the Customer an opportunity to terminate the Agreement without penalty before the price increase takes effect. If a device has been supplied to the Customer as part of the Service, the relevant exit fee for the device will remain payable.
(h) The following formula for the calculation of the exit charges shall be applicable in relation to the Bundle and (if applicable) to any device part of the Service for any termination of the Agreement by the Customer during the Minimum Term:
Bf + (Rp / Ct) x (Ct – (1+N))
where:
Bf: fixed amount of AED1000
Rp: means the retail price of the device(s), if applicable;*
Ct: means the applicable Minimum Term in months; and
N: the number of monthly payments the subscriber has already made under contract.
*Exit charges relating to the device will not be applicable where the Customer did not obtain any device as part of the Bundle.
(a) In addition to Clause 16 of the General T&Cs (Consumer), Etisalat may collect a deposit or advance payment to cover the cost of the Service and apply a credit limit for Out-of-Bundle usage of the Service. Etisalat may carry out credit reference checks on the Customer as deemed necessary.
(b) Please see Clause 16 of the General T&Cs (Consumer) for the other customer credit, advance payment and deposit provisions that apply to the Service.
Please see Clause (5 d) and (14 f) of the General T&Cs (Consumer) for the provisions governing compensation which the Customer may be entitled to subject to certain terms and conditions.
Please see Clause (16 g) of the General T&Cs (Consumer) for the terms and conditions that apply regarding spending caps in the case of optional non-telecommunications Services.
Please see Clause 19 of the General T&Cs (Consumer) for the provisions governing the suspension, disconnection and termination of the Service or the Agreement by Etisalat.
(a) If the Customer wants to terminate the Service, he/ she must give Etisalat prior written notice.
(b) The Customer acknowledges that, upon receipt of the Customer’s termination notice, Etisalat shall terminate the Service.
(c) If the Customer terminates the Service before the end of the Minimum Term, the exit charges specified in Clause 7(g) shall be applicable and the Premium Number will be returned back to Etisalat and the Customer will lose all its rights to it and will no longer be allowed to use it.
(d) The Customer acknowledges and agrees that in case the Customer terminates the Agreement during the Minimum Term where the Customer has paid the total rental Charges for the Minimum Term in advance, no refund shall be made by Etisalat to the Customer.
(e) In case of termination of the Service and the cessation of the relevant Premium Postpaid plan, Etisalat is entitled to reassign the corresponding Premium Number to another user after the completion of the quarantine period of 12 months and the Customer will lose all its rights to such number and will no longer be able to use it.
(f) During the same quarantine period of 12 months, the Customer may raise a request to Etisalat for reactivation of the same Premium Number subject to the Customer subscribing again to the same Premium Postpaid plan. Without such new subscription, Etisalat has no obligation to reactivate such Premium Number for the Customer and the Customer will lose all its rights to such number and will no longer be able to use it.
The Customer may contact Etisalat to discuss the Service (including these Service Specific Terms and the General T&Cs (Consumer), or any other product or service offered by Etisalat, by using any of the communications channels stated in Clause 30 of the General T&Cs (Consumer).