DEFINITIONS

(a) “Agreement” means the entire contractual agreement between Etisalat and the Customer, comprising 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) “Fixed Term Plan” means a plan where the Customer agrees to purchase the Services for the term specified on the Service Application Form and for which a termination charge applies in case of termination before said term.

(e) “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).

(f) “Minimum Term” has the meaning given to it in Clause 4(c).

(g) “Monthly Term Plan” means plan where the Customer agrees to purchase the Services on a monthly rolling basis.

(h) “Service” means the service from the list of services set out in Clause 4(c) to which the Customer has subscribed, as described in more details in Clause 3.

COMMENCEMENT & DURATION

(a) The Agreement is valid and binding on and from the date on which it is submitted to and accepted by Etisalat (the “Effective Date”).

(b) The term of the Agreement (the “Term”) starts on the date on which Etisalat makes the Service available to the Customer (“Activation Date”) and depends on whether the Customer has subscribed to a Monthly Term Plan or a Fixed Term Plan.

(c) A minimum term of subscription (“Minimum Term”) applies to the Agreement if a Customer is subscribed to the Services for a Fixed Term Plan. The minimum terms for the fixed telecommunications services covered by these Service Specific Terms are as follows:

(i) eLife Lite, eLife – Double Play (any two of IPTV, Internet and voice), eLife – Single Play (any one of IPTV, Internet and voice), Etisalat Select Service, Al Shamil (Broadband): 12 months;

(ii) eLife Triple Play (IPTV, Internet, Voice) Plans including eLife 4.0 Value Packs (Family, Entertainment, Sports, Combo), eLife Unlimited Plans (Starter, Entertainment, Sports), eLife Ultra Plans (Starter, Entertainment, Sports, Fusion): 24 months;

(d) In the event there are any temporary-out-of-service periods during the Minimum Term, such temporary-out-of-service periods shall not be deemed part of the Minimum Term, accordingly the Minimum Term shall be automatically extended to cover the temporary-out-of-service periods.

(e) Not earlier than one (1) month before expiry of the Minimum Term, the Customer may choose to subscribe to the same or another Fixed Term Plan and/or Monthly Term Plan. Choice so made can be changed up to the date of expiry of the Minimum Term. In the event before the end of the Minimum Term, if the Customer does not indicate a preference or does not terminate the Agreement, the Service will be automatically renewed on a month-to-month basis for which the Monthly Plan Charges will apply.

(f) Customers subscribed to a Monthly Plan may migrate to a Fixed Term Plan by contacting Etisalat according to Clause 16 of these Service Specific Terms.

CUSTOMER OBLIGATIONS & RESTRICTIONS

(a) Please see Clause 8 of the General T&Cs (Consumer) for the provisions governing the Customer obligations and restrictions that apply to the Service.

(b) If a customer subscribed to eLife Ultra plan reaches Internet usage of 5TB within his/her billing cycle and at the same time is within top 1% cohort of customers on eLife Ultra plans in terms of Internet usage, then his/ her further Internet usage within that same billing cycle can be subject to speed throttling @ 1Mbps/256Kbps. The throttling is to be implemented when the Customer has reached the threshold within such billing cycle. The throttling does not carry over to a new billing cycle. Any changes to this fair usage policy will be notified to the Customer.

(c) The Customer agrees to use the Service, including all feature and any functionalities associated with it in accordance with all applicable laws and regulations, or other restrictions on use of the Service or Content therein. The Customer agrees not to archive, reproduce, distribute, modify, display, perform, publish, license, create derivative work from, offer for sale, or use (except as explicitly authorized in this Agreement) content and information contained in or obtained from or through the Service.

(d) The Customer also agrees not to: circumvent, remove, alter, deactivate, degrade any of the content Service; decompile, reverse engineer or disassemble any software or other products or processes accessible through the Service; insert any code or product or manipulate the Content of the Service in any way; or use any data mining, data gathering or extraction method. Etisalat may terminate or restrict the Customers use of the Service if the Customer violates the terms of this Agreement or is engaged in illegal or fraudulent use of the Service.

(e) Customer assumes total responsibility and risk for the Customer’s use of the Service. Any Content accessed, streamed or otherwise obtained through the Customer’s use of the Service is done at the Customer’s sole discretion and own risk and to the maximum extent permitted by applicable laws and regulations. It is solely the Customer’s responsibility to evaluate the accuracy, completeness and usefulness of all opinions, advice, services, merchandise and other information provided through the Service or on the Internet generally.

(f) To the extent permitted by applicable law, Customer agrees to defend, indemnify and hold Etisalat harmless, and its Affiliates and their respective officers, directors, employees and agents from and against any and all actions, claims, proceedings, costs (including legal costs incurred by Etisalat or any of the Etisalat Affiliates in defending any such actions, claims or proceedings), liability, losses and damages whatsoever which may be brought or commenced against Etisalat or any of the Etisalat Affiliates by any person and/or which Etisalat or any of the Etisalat Affiliates may sustain, incur or suffer, as the case may be.

ETISALAT’S OBLIGATIONS

Etisalat will provide and operate 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.

Etisalat makes no guarantee on Wi-Fi coverage as external factors outside its control can influence Wi-Fi reach. For extra coverage solutions consult Etisalat customer services by using any of the communications channels stated in Clause 16 of these Service Specific Terms.

Etisalat is unable to make any guarantees or warranties whatsoever, including without limitation regarding availability or performance, for bundled benefits which are provided by third parties external to Etisalat. in particular, Etisalat disclaims all warranties:

1. Availability of any such content of bundled benefits.

2. the accuracy, quality or merchantability of any such content.

3. Compliance with any description or requirement of any such content.

4. the quality of any content accessed by customer through the use of Service.

Use of the Service and access to and to any content provided by third party shall be:

a) at the Customers own risk and liability and to the maximum extent permitted by applicable laws and regulations.

b) be for personal use in the United Arab Emirates and any commercial use or exploitation of the Service is restricted and not allowed.

c)Under no circumstances, be shared, used or transferred to any person or entity, which does not officially reside in the United Arab Emirates or does not possess a valid residence visa or valid Emirates ID.

CHARGES, BILLING & PAYMENT

(a) The following early termination Charges are applicable if the respective Service is terminated prior to the expiry of the Minimum Term:

(i) For eLife 4.0 Value Packs (Family, Entertainment, Sports, Combo), eLife Unlimited Plans (Starter, Entertainment, Sports), eLife Ultra Plans (Starter, Entertainment, Sports, Fusion), eLife Lite plans, eLife – Double Play, eLife – Single Play, Etisalat Select Service, Al Shamil (Broadband): the Customer shall pay an early termination charge, which shall amount to AED 1,000 or one monthly rental charge of the current Service plan (whichever is lower) (Bf).

Inclusive of the device, the early termination charges shall be calculated as per the following formula:

Bf + (Rp / Ct) x (Ct – (1+T))

Where, Bf – basic exit Charges

Rp – the retail Charge for the devices(s)

Ct – the Term of the Agreement in months

T – number of months the Customer has served in the agreement

(b) All other Charges and tariff plans that apply to the Service are set out on Etisalat’s website (www.etisalat. ae) and are available upon request by using any of the communications channels referred to in Clause 30 of the General T&Cs (Consumer).

(c) Please see Clause 15 of the General T&Cs (Consumer) for the other charges, billing and payment provisions that apply to the Service

(d) Certain Charges (e.g. one-time connection, installation, activation or similar Charges) may be collected in advance depending on the subscription channel chosen by the Customer. This will be communicated to the Customer alongside any applicable conditions before placing and processing any order for using such channel and/or subscribing to the Service. Such Charge will be reflected in the respective invoice as an advance payment by the Customer.

(e) Migrating from older eLife plans to eLife Ultra may trigger early termination Charges. In that case the Customer will be notified thereof prior to such migration.

(f) The Charges for and types of benefits bundled with eLife plans, which are provided by different third parties external to Etisalat, may change depending on the respective third party provider. In such case, Etisalat will notify the Customer, in line with this Agreement and/or applicable laws and regulations.

CUSTOMER CREDIT, ADVANCE PAYMENTS & DEPOSITS

(a) Clause 24 of the General T&Cs (Consumer) applies to the Service, regardless of whether or not it is a prepaid service.

(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.

eLife ADDITIONAL BENEFITS: (A) eLife) ANA EMARATI(, (B) eLife HOMAT AL WATAN AND (C) ABSHER PACK on eLife 4.0 Value Packs for Family, Entertainment, Sports, Combo and eLife Unlimited Plans of Starter, Entertainment, Sports

The following additional terms and conditions apply to the eLife Ana Emarati, eLife Homat Al Watan offers, and Absher Pack each of which is an optional additional benefit which a Customer can subscribe to subject to and in accordance with the below:

(a) The eligibility criteria for the eLife additional benefits (each as “Additional Benefit”) is as follows:

a. Only Emarati nationals are eligible for the eLife Ana Emarati add-on;

c. Only UAE Nationals holding a valid Absher card, issued by the Ministry of Human Resources and Emiratization and who are under the Discounts and Special Offers Program for UAE Nationals working in the Private Sector are eligible to the Absher Pack.

The termination charges of eLife are waived for Customers eligible to benefit from the eLife Ana Emarati add-on or the Homat Al Watan add- on. Remaining instalment payments for a device, if any, are applicable. The provisions of this sub-article is not applicable to Absher pack.

(c) Etisalat reserves the right to terminate the Customer’s access to an Additional Benefit if it determined that the Customer is no longer eligible for the Additional Benefit (including but not necessarily limited to not possessing a valid card) or if the Additional Benefit was obtained in a manner wilfully detrimental to Etisalat.

(d) Etisalat representatives shall have the right to request the customer to present a valid UAE ID or any other document for identification purposes.

(e) Customers who wish to subscribe to the Homat Al Watan or the Absher Pack Additional Benefit are required to present a valid Homat Al Watan or Absher card, as applicable. Etisalat may store copy and details of this card for validation purposes.

(f) The free Homat Al Watan or the Absher Pack Additional Benefit shall be available to the Customer as long as the relevant Homat Al Watan or Absher card presented to and stored by Etisalat is still valid. Customers are required to update their card no later than 30 days from the expiry of their expired card. If the Customer does not provide the updated card within this thirty (30) days timeframe, the free Additional Benefit will be removed and the Customer will be provided with the standard subscribed eLife plan. Etisalat shall send notifications to Customers before the expiry of the card.

(g) The Customer may update the card by contacting Etisalat using any of the communications channels stated in Clause 30 of the General T&Cs (Consumer).

ETISALAT SELECT SERVICE

(a) To subscribe to Etisalat Select Service, the Customer must have a landline telephone service from another UAE telecommunications service provider and such service must be:

(i) registered in the Customer’s name; or

(ii) registered in the name of another person who is authorising the Customer to subscribe to the Etisalat Select Service.

(b) The Etisalat Select Service can be used in two ways: (i) by dialling the Etisalat Select prefix code (08877) before calling; or (ii) by using an auto-dialer device.

(c) The Customer shall be responsible for all calls made using the Etisalat Select Service from the Customer’s defined landline number. Etisalat will either bill the Customer separately for these calls, or include the charges for these calls in any other account the Customer has with Etisalat.

(d) The Customer will remain liable to the landline access provider for line rental, and any calls and services provided by the landline access provider which are not part of the Etisalat Select Service. It is the Customer’s responsibility to advise Etisalat in case of a change to the landline number. Failure to do so will not release the Customer from its responsibility to pay all call charges.

TELEVISION CONTENT & PACKAGES

(a) Etisalat provides many hundreds of TV channels and games which are available through its various packages offered under its eLife services. Etisalat may, under prescribed guidance, monitor the content of the TV channels presented and at times block or censor images or audio that are considered inappropriate under local standards. The Customer is advised to further monitor TV content for their own preferences and utilise the available PIN-based parental control features included in the TV set-top boxes provided. Additional advice on TV content is available on request from Etisalat through one of the communications channels stated in Clause 30 of the General T&Cs (Consumer).

(b) TV and games packages selected by Customers may be changed by Etisalat without notice. Pay Per View and Video On Demand are not part of any packages and are chargeable separately.

(c)Specifically for eLife TV Gaming, the service subscription implies the accepteance by the customer of these terms and conditions and the games publishers EULAs (End User Licences Agreement), all are listed under www.etisalat.ae/elifetvgamingeula.

(d) The Cusomer acknowledges and agrees that Etisalat is not a party to the games publishers EULA (the “Third Party Contacts”). Etisalat has no obligations towards the Customer under the Third Party Contracts and the Customer shall have no claim against Etisalat for any breach of the Third Party Contracts by the game publishers. The Third Party Contracts do not amend or supersede Etisalat’s terms and conditions for eLife TV Gaming. The Customer agree that No representation, warranty, assurance or undertaking (express or implied) is made, and no liability will be accepted by Etisalat in relation to Third Part Contracts.

TERMINATION BY THE CUSTOMER

(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. Notwithstanding the receipt date of the termination request, the Customer shall be charged the full monthly rental Charges for the month during which the Service was terminated.

(c) If the Customer elects to terminate the Service before the end of any applicable Minimum Term, a termination charge may be payable. Details of the applicable termination charges are set out at Clause 7 of these Service Specific Terms and are also available through the communications channels stated in Clause 30 of the General T&Cs (Consumer).

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