These specific terms and conditions (“Service Specific Terms”) apply in relation to the provision of the Service by Etisalat to the Consumer, in addition to the other constituent parts of the Agreement between Etisalat and the Customer.

a. The Service is a postpaid mobile telecommunications service made available to the Customer by using a SIM card issued by Etisalat. The Service is available either with a Minimum Term of twelve (12) months or with no such Minimum Term. The Customer may use the Service throughout the UAE and, subject to conditions, in other countries. The Service may be used for voice calls, SMS and mobile data usage.

b. Etisalat may from time to time provide special promotion offers alongside this Service on terms and conditions that will be communicated to the Customer using the other communications channels referred to in Clause 30 of the General T&Cs ( Consumer ).

c. Each of the plans with monthly rent of ‘200 AED’ or above allows the Customer to carry up to 50% of unused baseline local data allowance to the next month.

d. Calls to premium numbers, such as those starting with a 600 prefix, are excluded from the unlimited call offers provided by eligible Services plans.

e. Subject to Clause 10(b), the Customer may switch between any two Services plans once a month,

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. Where the Service is provided based on an agreement with a minimum commitment period, the minimum term of such agreement is twelve (12) months (“ Minimum Term ”). Where the Service is provided based on an agreement with no minimum commitment period, there is no Minimum Term for such Service.

c. Where the Service is provided based on a Minimum Term, Etisalat will endeavour to send the Customer an SMS one (1) week before the end of the Minimum Term. This SMS will inform the Customer that there is one (1) week remaining until the Minimum Term runs out, and that

• The Customer may opt-in for a new Minimum Term Agreement with the same rental charges as he or she currently enjoys, or
• In case the Customer does not opt-in for a new Minimum Term Agreement, upon termination of the Minimum Term, the Customer shall be moved to a rolling monthly agreement, with corresponding monthly rental charges, unless the Customer terminates it in accordance with the Agreement.

d. If the Customer does not respond to the SMS Etisalat sends the Customer as described in Clause 4(c) above, Etisalat will endeavour to send the Customer another SMS one (1) day before the end of the Minimum Term. This SMS will provide the Customer the same information as the SMS described in Clause 4(c), except that there is now one (1) day until the Minimum Term runs out.

e. The Minimum Term starts on the date on which Etisalat makes the Service available to the Customer (“Activation Date”).

a. The Customer acknowledges that the Service is provided for his or her personal use only and will not resell or allow any third party to use the Service for remuneration or otherwise commercially exploit the Service.

b. In addition to the rights of termination Etisalat has under General T&Cs ( Consumer ), Etisalat also has the right to suspend the service and/or terminate the Agreement in case the Customer commits or attempts to commit any fraudulent or deceptive act, or uses the Service in a manner which, in Etisalat’s opinion, is unlawful or abnormal (i.e shows considerably unusual usage pattern not typical for Customers own use).

c. Please see Clause 8 of the General T&Cs ( Consumer ) for the provisions governing the remainder of 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 law.

a. The Customer will be invoiced in arrears on a monthly basis for all Charges incurred in relation to the Service.

b. The monthly rental and the In-Bundle Allowance will be computed on a pro rata basis from the Effective Date until the date of the first bill. Thereafter, starting from the first bill cycle, the full monthly rental will apply and Customers will be given the full monthly In-Bundle Allowance.

c. If the Service is terminated part way through any month, the bill covering the final billing period will cover the entire month during which the Service was terminated and will not be computed on a pro rata basis from the date of termination until the date of the end of the billing cycle (i.e. the Customer will be charged the full monthly rental).

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

e. The Charges applicable for the Service, including the list of international destinations that can be called using the applicable flexi minutes that may form part of a particular Service plan, if applicable, as will be communicated to the Customer upon subscription and shall be as specified on the Etisalat website (usually in the F&Q section) and/ or using one of the other communications channels referred to in Clause 30 of the General T&Cs ( Consumer ).

f. Calls made as part of the In-bundle Allowance are charged on a per minute basis, whereas calls made outside the In-bundle Allowance are charged on a per second basis.

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. Where the Customer has selected a Service plan with a Minimum Term of twelve (12) months and terminates the Service before the expiry of this Minimum Term, the Customer shall pay an early termination charge, which shall amount to AED 1000 or one monthly rental charge of the current Service plan (whichever is lower)

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.

These Delivery Terms and Conditions form part of the entire contractual Agreement between Etisalat and you including the General Terms and Conditions (Consumer and Business) regarding delivery of Etisalat products or services to customers based on their order placed using a digital communication channel (the “Delivery Service”). They do not apply in instances whereby the customers purchase a product or service in Etisalat business centers, outlets or other physical locations, where such products or services are handed over to the customer immediately.

1. Delivery

1.1 These Delivery Terms and Conditions govern the delivery of Etisalat products or services, which may comprise devices, mobile SIMs or a combination of a device and a SIM in case of certain mobile services, or any other products or services as may be offered by Etisalat. For avoidance of doubt, these Delivery Terms and Conditions do not apply to the delivery of SWYP SIMs.

1.2 In general, Etisalat will endeavor to deliver your order within 24 hours from the time of placing the order and subject to your confirmation on the delivery schedule. Please note that for any delivery our delivery appointment center may call you to confirm your order and to schedule the delivery appointment, or to reschedule such delivery appointment subject to capacity concerns, if and where applicable. If we are not able to meet the delivery appointment due to circumstances beyond our control, we will contact you for rescheduling a new delivery appointment.

1.3 Delivery within 24 hours excludes Fridays, public holidays, deliveries to remote or difficult to reach areas or islands where no roadway is available, or to certain locations governed by security regime that requires special access approvals.

2. Cash-on-Delivery order

2.1 If we are not able to reach you for scheduling your delivery appointment in 3 days from the date of order, we will cancel your order. You can place a new order again as per your need.

2.2 If you are not available at your given address to accept delivery of your order, Etisalat will try to reschedule the appointment for delivery at regular intervals for the next 3 days. If you are still not reachable, we will cancel your order.

3. Pre-payment order

3.1 If we are not able to reach you for scheduling your delivery appointment in 14 days from the date of order, we will cancel your order and we will process the refund to the pre-payment using the same as was used for placing an order. You can place a new order again as per your need.

3.2 If you are not available at your given address to accept delivery of your order, Etisalat will try again to reschedule the appointment for delivery at regular intervals for the next 14 days. If you are still not reachable, we will cancel your order and process the refund.

4. Ownership

You own the products once the sale of the product is completed by having a confirmed receipt of payment, including any applicable delivery charges. The product will be your responsibility after it has been delivered to you.

5. Payment & Identification

5.1 For smart pay purchases (i.e. involving an instalment plan for any of the Etisalat products or services), you will have to present to the Etisalat delivery agent the same credit card as was used for placing the order and making the payment (which should belong to the same person making the order) on the Etisalat website for security validation. For avoidance of doubt the identity the person receiving the delivery from Etisalat must be the same person as indicated on the credit card as the credit card holder. Failing to present such credit card, the delivery agent will not be able to complete the delivery. Etisalat will try again to reschedule the appointment for delivery at regular intervals for the next 14 days. If you are still not reachable, we will cancel your order and process the refund.

5.2 You will need to present to the Delivery Agent your original Emirates ID to complete any order. In case of any service based on a SIM card, you will have to complete the applicable mobile registration process as required by the legal and regulatory framework in the UAE including providing your biometric data or any other information or documents for (electronic) mobile registration. Failure to submit to such mobile registration requirements will prevent Etisalat from completing the delivery. Etisalat will try to reschedule the appointment for delivery at regular intervals for the next 14 days. If you are still not able to fulfill all the mobile registration requirements, your order will be deemed cancelled and we will process the refund.

5.3 If you refuse to accept your confirmed order at the time of delivery, your order will be deemed cancelled and we will process the refund.

5.4 You can call us and change the delivery address before your order has been dispatched for delivery.

5.5 We will not be responsible for any failure to carry out, or delay in carrying out, any of our obligations of delivering your order that is caused by circumstances outside our control such as fraudulent transaction, failure of the telecommunications networks, it being impossible to use shipping, aircraft, motor transport or other means of public or private transport, or any law or regulation which has a significant effect on our ability to deliver your order.

We-etisalat-are committed to protecting and respecting your privacy. We will always take reasonable and appropriate measures to prevent the unauthorised use or disclosure of your personal information. This Privacy Policy (together with the terms and conditions relating to the services you have subscribed to) explains what personal information we have, how we use it and how you can check and update any personal information we have about you.

By subscribing to any of our services or by accessing any of our sites, you acknowledge and agree that this Privacy Policy applies to all services offered by us and to all of our sites, but excludes services and sites that have separate privacy policies that do not incorporate this Privacy Policy.

Your personal information

Personal information is any information that is specific to a particular customer. We may collect your personal information such as:

• Your name, gender, date of birth, identity document number
• Your delivery and/or your billing addresses, telephone number, fax number, email address
• Your banking information, debit or credit card details
• Information on products and services purchased by you
• Your preferences for particular products and services
• Your demographic information, education level, occupation, household income, interests and activities
• The channel you chose to purchase our products or services
• How you use our products and services, which may include your traffic data and the date, time, duration and cost of your communications and the types of websites that you visit, your spend, your device details, your phone usage, your purchasing habits, your location, your searching and browsing history on our websites
• Your amount of data usage, roaming information, internet protocol (IP) address which we collect when you visit our websites and your device details, the date and time of your visit to our websites, the type and version of browser used, the operating system and platform and the URL of any websites which you used to access our websites
• Your communications with us
• Your account information such as your billing history, the services you use and anything else relating to your account
• Any information necessary to make a credit check with credit reporting agencies
• Any other information we need to provide a particular service

If you give us personal information about another person that we have requested in relation to the provision of a service, you are responsible for ensuring that they know and agree to us keeping records about them and that we will process their personal information in accordance with this Privacy Policy.

How we use your personal information

We collect and use personal information to help us manage your account:

• To confirm and process your orders
• To validate you as a registered customer when using our services or when calling the etisalat Contact Centre
• To deliver products and services to you (whether we provide them or not)
• To manage your account with us and for billing purposes
• To improve our products and services and develop new ones
• To manage our network and help us optimise your network coverage and our network
• To tell you about our products and services or allow trusted partners to tell you directly about their products
• To respond to any questions or concerns you may have regarding our network, products or services
• To comply with applicable laws, regulations, court orders, government and law enforcement agencies' requests
• To make credit decisions about you
• To ensure security for you and our staff
• To prevent and detect criminal activity, fraud and misuse of or damage to our services or networks
• To carry out statistical analysis which may be shared with third parties, only in an anonymised form

We may monitor your use of the services and record any calls made to the etisalat Contact Centre for training, financial control, quality control and regulatory purposes.

Cookies

Like many other websites, we use cookies. Cookies are little files that websites put on your device to provide you with a better, more personal and relevant experience online. Some cookies are essential for websites to work and others remember things about you to give you a better, more enjoyable experience online. By continuing to use our websites, you are agreeing to our use of cookies. Alternatively, you can manage them in your browser settings. However, refusing cookies may mean that you are unable to access certain parts of our websites.

We use various types of cookies, including essential cookies (which help you move around the secure areas of the websites and do things you have specifically come to the websites for, for examples remembering products you put in your basket and information you enter in forms), cookies for website information (which collect anonymous information about how visitors use our websites, including the most popular pages and any error pages you see), and cookies that save your settings.

Sharing and Disclosing Your Personal Information

Your personal information may be shared with, or transferred to, our subsidiaries and affiliated companies and trusted third parties (including agents, subcontractors and suppliers who are integral to providing some of our services). In purchasing or subscribing to a product or service, you agree that we may share your personal information in such manner. However, you always have the option to withdraw your consent by contacting the etisalat Contact Centre. We may also disclose your personal information to third parties if we are under a duty to disclose or share your personal information in order to comply with any legal obligation or to protect the rights, property, or safety of etisalat, our customers or others. We may share your personal information with reputable credit reporting agencies for the purposes of fraud protection and credit risk reduction.

We may share your personal information for emergency services, including your approximate location. We may be required to disclose your personal information or legally intercept the services to comply with the laws of the UAE or the express instructions of a competent authority (such as the Telecommunications Regulatory Authority) or where it is deemed necessary in the interests of public or national security. In addition, we may share aggregated and/or anonymised (non-personally identifiable) information, derived from your personal information, publicly and with our partners such as publishers, advertisers, website owners etc.

Direct marketing

Etisalat, our affiliated companies and our trusted partners may from time to time contact you by mail or by electronic means (telephone call, fax, email, SMS etc.) with information about goods, services, promotional offers and communication which may be of interest to you. Etisalat and Telecommunications Regulatory Authority (TRA) understand that some of you may not wish to receive promotional SMSs or calls anymore. In that case, please consider the below options:

• If you do not wish to receive SMSs about offers and promotions, please text "b etisalat" to 7726 and you will not receive any promotional SMS after 14 days
• To stop receiving promotional calls from Etisalat, you may send your request by typing DNC and sending it to 1451; these requests to stop receiving promotional calls will be processed within 30 days
• You can at all times, subscribe again to Etisalat promotions by texting "u Etisalat" to 7726.

We respect your privacy. Informational messages from Etisalat such as bill invoices and balance recharge notification, service and information related communication, etc. are not subject to blocking.

Directory enquiries

Etisalat will include your contact details including your name or trading name, address and mobile phone number in a directory, in the case of an individual, upon obtaining your prior consent, which will make your details available through directory enquiry services.
If you want your contact details to be updated or withheld from directory enquiry services, please contact us.

Links to other websites

Our websites may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates, including online stores and service providers hosted within our website which are operated by third party merchants. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these third party privacy policies before you submit any personal information to these websites.

How long we retain your personal information for

Some of the personal information which you give to etisalat when subscribing for a service or product will be retained for a reasonable period after termination of the subscription.

The periods for which we keep your information depend on the purpose for which your information was collected and the use to which it is put. We will not keep your personal information for longer than is necessary for our business purposes or for legal requirements.

Accuracy and access to your information

You agree to provide us accurate personal information at all times and you will notify us promptly upon any changes to your personal information. If you want to access any of your personal information you may contact us by mail or email. Upon verifying your details, we will, free of charge, disclose the relevant personal information we hold.

Username and password

Etisalat may ask you to set up or provide you from time to time a username and password for access to our services. You acknowledge that any username or password used to verify your identity for access to the services is personal to you and should not be made available to any other person. You should stop using your username and / or password and notify etisalat immediately if you suspect that someone else may be using them.
Etisalat will not be responsible for any loss you may suffer as a result of the misuse of your username or password.

Security and protection of your personal information

We do our best to protect your personal details and other information about your account and use security measures to prevent any compromise of your personal information, including storing your account details and personal information on secure servers.

Changes to our Privacy Policy

Any changes we make to our Privacy Policy in the future will be posted on our websites (including our main website, www.etisalat.ae) and shall be effective from that date. Please check our websites regularly to see any changes to our Privacy Policy. By continuing to use our services you acknowledge and agree to those changes.

Contact us

For queries regarding Etisalat services, please contact the Etisalat Contact Centre at 101. If you have any questions or concerns about our use of your personal information you should write to the address below:

Etisalat
Data Protection & Privacy
Head Office Marketing Department
Intersection of Sheikh Zayed II Street and Sheikh Rashid bin Saeed Al Maktoum Road
PO Box 3838
Abu Dhabi United Arab Emirates

Or to:
customercare@etisalat.ae

Last updated 24 May 2015