Business Mobile Postpaid Plan - Frequently Asked Questions

  1. “Agreement” means the entire contractual agreement between Etisalat and the Customer in relation to the Service, comprising of those constituent parts listed in Clause 2.1 of the General T&Cs (Business).
  2. “Customer” means the person / entity who purchases or subscribes to the Service.
  3. “Etisalat” means Emirates Telecommunications Group Company PJSC.
  4. “General T&Cs (Business)” means Etisalat’s general terms and conditions for business products and services which are published on Etisalat’s website and are available through the other communications channels referred to in Clause 35 of the General T&Cs (Business). 
  5. “Minimum Term” has the meaning given to it in Clause 4(b).
  6. “Service” means the Business Mobile Postpaid Plan, as described in more details in Clause 3.
  1. “Agreement” means the entire contractual agreement between Etisalat and the Customer in relation to the Service, comprising of those constituent parts listed in Clause 2.1 of the General T&Cs (Business).
  2. “Customer” means the person / entity who purchases or subscribes to the Service.
  3. “Etisalat” means Emirates Telecommunications Group Company PJSC.
  4. “General T&Cs (Business)” means Etisalat’s general terms and conditions for business products and services which are published on Etisalat’s website and are available through the other communications channels referred to in Clause 35 of the General T&Cs (Business). 
  5. “Minimum Term” has the meaning given to it in Clause 4(b).
  6. “Service” means the Business Mobile Postpaid Plan, as described in more details in Clause 3.
  • The Business Mobile Postpaid Plan is a mobile post-paid service with optional value add-on services. The Customer has the flexibility to customize their post-paid service package by opting for cost effective add-on services which can give them extra SMS, international talk time, data, incoming roaming and/or business group calling, within the limits set by Etisalat.
  • In addition to the benefits stated in Clause 3(a) above, the Service may be bundled with smart phone devices with instalment plans extending over twelve (12), eighteen (18) or twenty-four (24) months. The smart phone devices with these instalment plans may also be provided as add-ons to the Service.
  • (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 Agreement has a minimum term of either twelve (12), eighteen (18) or twenty four (24) months (“Minimum Term”) depending on the plan selected by the Customer, which starts on the date on which Etisalat makes the Service available to the Customer (“Activation Date”).

Please see Clause 6 of the General T&Cs (Business) for the provisions governing the Customer obligations and restrictions that apply to the Service.

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 applicable laws and regulations.

In addition to the provisions at Clause 12 of the General T&Cs (Business), the following provisions regarding the charges, billing and payment apply to the Service:

  • (a) In-bundle minutes are consumed on a per minute basis, and any out-of-bundle usage is charged on a per second basis.

Please see Clause 18 of the General T&Cs (Business) for the provisions governing the suspension, disconnection and termination of the Service or the Agreement by Etisalat.

  • (a) If the Customer wishes to terminate the Service, the Customer must give Etisalat thirty (30) days’ prior written notice.  
  • (b) The Customer acknowledges that, upon receipt of the Customer’s termination notice, it may take up to thirty (30) days to terminate the Customer’s account. The Customer shall pay all outstanding Charges for the Service rendered until the Customer account is terminated. Any usage in relation to the Service after the termination of the Agreement shall be billed at standard undiscounted rates.
  • (c) If the Customer elects to terminate the Service before the end of the Minimum Term or before the end of the instalment plan (i.e. twelve (12), eighteen (18) or twenty-four (24) months’ period), the Customer shall be obliged to pay early termination Charges to Etisalat. Early termination Charge are calculated as follows:
  1. (i) For Base plan- The equivalent of one (1) month in monthly rental Charges for the basic Service  or AED 1000 whichever is lower; 
  2. (ii) For Base plan with bundled smart phone devices (if applicable) - Device monthly instalment Charges x (number of remaining months – 1) of the Minimum Term + Base plan exit Charges (the equivalent of one (1) month in monthly rental Charges for the basic Service or AED 1000 whichever is lower);
  3. (iii) For Base plan with add on smart phone devices (if applicable) - In the case of termination before the end of the Minimum Term: Device monthly instalment Charges x number of months remaining until the end of the instalment plan + Base plan exit Charges (the equivalent of one (1) month in monthly rental Charges for the basic Service or AED 1000 whichever is lower);

In the case of termination after the end of the base plan Minimum Term but before the end of the device instalment plan term: Device monthly instalment Charges x number of months remaining until the end of the instalment plan

  • (d) In addition, Etisalat is entitled to recover early termination Charges as set out in Clause 9(c) above where Etisalat terminates the Agreement as a result of a breach by the Customer. 

The Customer may contact Etisalat to discuss the Service (including these Service Specific Terms and the General T&Cs (Business)), or any other product or service offered by Etisalat, by using any of the communications channels stated in Clause 35 of the General T&Cs (Business).

Please see Clause 14 of the General T&Cs (Business) for the provisions governing VAT Value Added Tax that apply to the Service.

Devices - Terms & Conditions - Frequently Asked Questions

These specific terms and conditions (“Service Specific 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.

  • (a) “Agreement” means the entire contractual agreement between Etisalat and the Customer in relation to the Insurance Service, comprising of those constituent parts listed in Clause 2.1 of the General T&Cs (Business).
  • (b) “Customer” means any person / entity who have been referred by Etisalat to the Company for the purchase of the Insurance Service, and who have purchased the Insurance Service.
  • (c) “Etisalat” means Emirates Telecommunications Group Company P.J.S.C. and any of its wholly-owned subsidiaries.
  • (d) “General T&Cs (Business)” means Etisalat’s general terms and conditions for business products and services which are published on Etisalat’s website and are available through the other digital communications channels referred to in Clause 35 of the General T&Cs (Business).
  • (e) “Insurance Service” means the business Device insurance cover offered by the Company to the Customer in order to cover the Device(s) purchased by the Customer as further detailed in this Agreement.
  • (f) “Business Day” means any day other than Friday, Saturday or other day on which commercial banks in the UAE are authorized or required by law to remain closed.
  • (g) “Company” means AXA Insurance Gulf (B.S.C.)
  • (c), who provides the Insurance Service directly to the Customer in accordance with the terms of this Agreement.
  • (h) “Device(s)” means devices/handsets offered by Etisalat and purchased by the Customer.
  • (i) “Premium” means the amount payable by Customer to Etisalat for the Insurance Service opted by the Customer.
  • 3.1. The Agreement permits the Customer to purchase the Device offered by Etisalat along with Insurance Service offered by the Company. Whereas Customer acknowledges that Etisalat is only referring the Customer of such Insurance Service offered by the Company.
  • 3.2. Insurance Cover: Company will cover/compensate any Devices with an active Insurance Service at the event of any of the below incidents;
  • 3.2.1. Accidental damage due to sand.
  • 3.2.2. Accidental water damages.
  • 3.2.3. Accidental Damages caused by humidity.
  • 3.2.4. Accidental Damages caused by dropping or impact.
  • 3.2.5. Robbery /Theft.
  • 3.3. Claim Registration:
  • 3.3.1. Contacting the Company: The Customer may register claims by directly contacting the Company through the following channels.
  • A. Hotline :800 292 62
  • B. Email :mobile-claims@axa-gulf.com
  • C. Complaints/disputes: https://ae.axa-gulf.com/en/complaints-information
  • 3.3.2. Courier: Customer can request for a courier to be arranged for the pick and/or delivery of the Device subject to clause 3.9. In the event Customer opts for a pickup of the Device, Company shall arrange the pickup of the Device on the following day based on the Customer requirement and availability. The Customer should submit the Device to the courier representative without any password (The Device needs to be unlocked and backed up by the Customer without the requirement for a password to operate the Device).
  • 3.3.3. Visit: Customer may register a claim by visiting designated Service Centres. The Customer should submit the Device to the Service Centre without any password (The Device needs to be unlocked and backed up by the Customer without the requirement for a password to operate the Device). The locations of the Service Centres can be obtained by contacting the Company as per clause 3.3.1.
  • 3.4. Device Assessment
  • 3.4.1. Upon receipt of the Device by the Company or its appointed Service Centres (based on a claim request by the Customer), Company shall assess the Device in order to determine whether the Device should be repaired or replaced (based on reasonable justifications) within two (2) working days from the date of receipt of the Device and shall directly contact the Customer to recommend the results of the assessment i.e. either to repair (partial loss) or replace (total loss) the Device.


  • 3.5. Device Repair (Partial Loss)
  • 3.5.1. Subsequent to the assessment defined in Clause 3.4, if the Customer accepts to repair the Device, the Device shall be repaired and shall be in a ready for collection status within (3) working days from the date Customer accepts to repair the Device. However if the Customer opts to get the Device delivered to the Customer via the courier service, the Device shall be delivered within (5) working days from the date Customer accepts to repair the Device.
  • 3.5.2. Customer must pay the applicable charges (as per clause 3.8.1.1) for such repair and collect the Device from the Service Centres. If the Customer opts to get the repaired Device delivered via courier, then the Customer must pay the applicable charges for such repaired Device (as per clause 3.8.1.1) at the time of delivery of the repaired Device to the Customer.
  • 3.5.3. If the Customer finds that the Device has not been satisfactorily repaired (based on a reasonable justification), the Customer shall have the right to send back the Device to the Company for repair without any additional charges and the Device shall be repaired within three (3) working days and sent back to the Customer or the Device shall be in a ready for collection status based on Customer requirement.
  • 3.5.4. For Samsung Devices, the Customer has the option of getting the Device repaired within one (1) working hour subject to availability of parts from the time of submission at selected Samsung Service Centres. Customer may contact the Company to obtain locations of such Samsung Service Centres 


  • 3.6. Device Replacement (Total loss)
  • 3.6.1. Subsequent to the assessment defined in Clause 3.4, if the Customer accepts to replace the Device, the replacement Device shall be in a ready for collection status within (3) working days from the date Customer accepts to replace the Device. However if the Customer opts to get the replacement Device delivered to the Customer via the courier service, the replacement Device shall be delivered within (5) working days from the date Customer accepts to replace the Device.
  • 3.6.2. Customer must pay the applicable charges (as per clause 3.8.1.2) for such replacement and collect the Device from the Service Centres. If the Customer opts to get the replacement Device delivered via courier, then the Customer must pay the applicable charges for such replacement Device (as per clause 3.8.1.2) at the time of delivery of the replacement Device to the Customer.


  • 3.7. Premium to be paid by Customer to Etisalat:
  • 3.7.1. The Customer may choose a coverage period of either one (1) year or two (2) years in accordance to the Customer’s application form with Etisalat and has the option to pay either on a monthly basis or 12/24 months upfront.
  • 3.7.2. The Premium shall be paid by the Customer to Etisalat as per clause 12 of the General T&Cs (Business).
  • 3.7.3. The Premium amounts are as detailed in the relevant application form.


  • 3.8. Claim Charges to be paid by Customer to Company:
  • 3.8.1.1. Repairs: • Maximum two (2) claims per Device per year only for partial losses (Repairs).
  • • Applicable charges for utilizing a partial loss claim – - AED 185 +VAT
  • 3.8.1.2. Replacements: • Maximum one (1) claim per Device per year only for total loss (Replacement).
  • • Applicable charges for utilizing a replacement claim – - Apple Device : AED 360 + VAT - Samsung Device: AED 199 + VAT
  • 3.8.1.3. If the Device cannot be repaired or replaced, Customer will receive a bank cheque addressed to the Customer’s name from the Company (“Cheque”) with a value equal to the current market value of
  • the relevant Device; however the value of the Cheque is subject to a maximum value of AED 1,000/-.


  • 3.9. Courier Service Charges to be paid by Customer to Company:
  • 3.9.1.1. If the Customer opts for a courier service for Device pickup and/ or delivery, then the Customer shall pay the below charges at the time of pickup of the Device by the Company representative.
  • • Courier Charges for Pickup – AED 20 + VAT (per visit)
  • • Courier Charges for Delivery – AED 20 + VAT (per visit)
  • 3.9.1.2. If the Customer opts for pickup and delivery – then a total of AED 40+VAT shall be charged at the time of pick up; whereas at the time of delivery the relevant repair/replacements charges as per clause 3.8.1.1 & 3.8.1.2 shall be charged to the Customer (if not already paid by the Customer).


  • 3.10. Close of Claim: The Insurance Cover is considered to be closed in the following circumstances;
  • 3.10.1. If the Insurance Cover subscribed by the Customer is for one (1) year; - The Insurance Cover shall be considered closed if the Customer has filed for one 
  • (1) total loss (replacement) per year or for two
  • (2) partial losses (repair) per year. (whichever is earlier)
  • 3.10.2. If the Insurance Cover subscribed by the Customer is for two (2) years;
  • - The Insurance Cover shall be considered closed if the Customer has filed for two (2) total losses (replacements) within a period of two (2) years (subject to a maximum of one (1) total loss claim per year).
  • - The Insurance Cover shall be considered closed if the Customer has filed for four (4) partial losses (repairs) within a period of two (2) years (subject to a maximum of two (2) partial loss claims per year).
  • 3.11. Termination and Payment Default
  • 3.11.1. Either party may terminate the Insurance Service, by providing a prior written notice of thirty (30) days to the other party.
  • 3.11.2. If the Customer terminates the Insurance Service with Etisalat, then Etisalat shall charge from the Customer an exit penalty equal to the aggregate Premium amount relevant to the remaining term of the coverage period.
  • 3.11.3. If the Customer defaults payment of its relevant Premium amount to Etisalat, Etisalat or Company shall not be responsible to cover any such Device. However if the Customer pays and settles all due amounts within a period of 120 days from the default date, the Insurance Service shall be reactivated and Company shall be responsible to cover such Device after the reactivation. If the Customer does not pay and settle all due amounts after the period of 120 days from the default date, the Insurance Service shall not be reactivated and the insurance cover shall be considered closed and cancelled.
  • 3.12. Additional Applicable Terms:
  • 3.12.1. The Insurance Service is only applicable for new Devices sold by Etisalat.
  • 3.12.2. A police report is a mandatory requirement for any claim related to the Device being lost or in case of theft (in accordance to clause 3.2.5), any such claim shall be considered as a total loss.
  • 3.12.3. The Insurance Service applies worldwide, however in case of the Device being out of the United Arab Emirates for more than ninety (90) days consecutively during a year the Insurance Service will not apply.
  • 3.12.4. The Device is identified by the IMEI number in the Device.
  • 3.12.5. The Insurance Service only covers Devices bought from Etisalat and only if the Device is using the Etisalat SIM Card. All Devices must be purchased from Etisalat and must be brand new.
  • 3.12.6. The Insurance Service is Non Refundable and Etisalat will not refund the Premium paid if at any point should the Customer wish to cancel the Insurance Service.
  • 3.12.7. The benefits of the Insurance Service cannot be transferred to a third party, in the event of a transfer of the Device– the Insurance Service will be terminated automatically with no refund.
  • 3.12.8. The relevant terms and conditions for the insurance service provided by Axa are hereby attached to the present Service Specific Terms.

  • 3.13. Exclusions
  • 3.13.1. Damage arising from a manufacturer’s defect or recall of the mobile phone or any incident or malfunction covered by the existing warranty, if any.
  • 3.13.2. Damage Caused by modification, maintenance, washing, repairing a Device without approval from the Company.
  • 3.13.3. Damage which is cosmetic damage, scratches, dents and marks, which does not affect the usage, function and performance of the Device.
  • 3.13.4. Damage to software, virus, information, data, files, ring tones, graphics, applications purchased or downloaded, whether arising as a result of a claim by this insurance or otherwise.
  • 3.13.5. Damage resulting from any cause other than normal use and operation of the Device in accordance with the manufacturer’s specifications and owner’s manual, including but not limited to operator negligence, misuse, abuse, improper electrical/power supply, improper equipment modifications, attachments or installation or assembly, vandalism, animal or insect infestation, battery leakage.
  • 3.13.6. Damage to the Device if dispatched by sea or air under a bill of lading airway bill or similar document (which were not dispatched or collected by the Company).
  • 3.13.7. Damage to a SIM card or accessories of any type including but not limited to replacement of or adjustment to fittings, control knobs or buttons, batteries or aerials.
  • 3.13.8. Theft, When the Customer did not obtain a police report within ten (10) days from the occurrence of the theft incident, identifying the items lost.
  • 3.13.9. Cost to update the software, or any upgrade of the Device over and above the normal operation and performance of the standard model sold by Etisalat.
  • 3.13.10. Reconnection costs or subscription fees of any kind, any calls, texts or data use made from the Device after the time that it was - stolen, to the time that it was reported to and blocked by Etisalat - damage due to a wilful act by the Customer or any immediate family.
  • 3.13.11. Consequential loss of any type.
  • 3.13.12. Liability of whatsoever nature arising from ownership or usage of the Device, including any illness or injury resulting from it.
  • 3.13.13. Any loss or damage or destruction caused by, contributed to or arising from terrorism, war, invasion, acts of foreign enemies, hostilities whether war is declared or not, civil war, rebellion, revolution, insurrection, military or usurped power, confiscation, nationalization or requisition or destruction or damage to property by or under the order of any government or public or legal authority, radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel, or the radioactive, toxic, explosive or other hazardous properties.
  • 3.13.14. Any other costs that arise directly or indirectly from the event which led to the claim unless specifically stated in this policy.
  • 3.13.15. Mysterious Disappearance of the Device.
  • 4.1. The Customer will be solely responsible for removing all data, including personal and confidential data and device locks/passwords from the Device prior to submitting for an assessment, replacement or repair.
  • 4.2. It is the Customer’s sole responsibility to back-up any files or data from the Device prior to submitting to the Company, whereas Etisalat or the Company does not provide data recovery service as a part of the Insurance Service. Etisalat shall not be liable for any loss or damages arising out of discloser or loss of files or data or content whatsoever.
  • 4.3. The Customer shall be responsible for removing the SIM card from the Device. Etisalat shall not be responsible for any costs arising from the Customer’s failure to remove the SIM card or any memory card.
  • 4.4. The Customer acknowledges that he/she is the owner of the Devices.
  • 4.5. The Customer shall make sure not to have security software that will block access to the Device.
  • 4.6. Clause 6 of the General T&Cs (Business) is explicitly applicable herein. Terms and Conditions Business Device Bundles

5.1. 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.

  • 6.1. Customer represents and warrants that (i) Customer has the right and authority to enter into this Agreement on its behalf and to legally bind the Customer to the terms and obligations of this Agreement and (ii) all information provided by the Customer to Etisalat in connection with this Agreement will be current, true, accurate, supportable and complete; and, with regard to information Customer provides to Etisalat, the Customer will promptly notify Etisalat of any changes to such information.
  • 7.1. For avoidance of doubt and notwithstanding anything in this agreement to the contrary, customer acknowledges and agrees that etisalat has no control (in any way whatsoever) in regards to the:
  • 7.1.1. Changes (which maybe) introduced by insurance regulatory bodies;
  • 7.1.2. Changes (which maybe) made in the policy of the company.
  • 7.2. Customer acknowledges and agrees explicitly hereby that etisalat is not liable (in any way whatsoever) for the relationship between the company and the customer; and the obligations and liabilities between the company and the customer; considering that etisalat is only a referring middleman between the company and the customer (referring the insurance service of the company to the customer) and collecting the premium amount from the customer on behalf of the company.
  • 7.3. The Customer also acknowledges and agrees that Etisalat will not be liable (in any way whatsoever) for any loss of or damage to the device(s), its data or software, in particular to detrimental change in data, software programs and applications that is caused by deletion or deformation of the original structure resulting from such loss or damage.

The Customer may contact Etisalat to discuss the Service (including these Service Specific Terms and the General T&Cs (Business), or any other product or service offered by Etisalat, by using any of the digital communications channels stated in Clause 35 of the General T&Cs (Business).

Please see clause (14) of the General T&Cs (Business) for the provisions governing VAT Value Added Tax that apply to the Service.