2.1. Our service charges are available on our website. Charges may be amended from time to time. Any changes to the Charges will be published on our website.

2.2. You’ll receive monthly invoices via your preferred method (post, email, or SMS).

2.3. You may check your account status by visiting one of our stores, using automated machines, calling us, or on our website.

2.4. Roaming services may be invoiced up to 90 days after use of the service and split into monthly payments.

2.5. A one-time fee of OMR 2 will be charged in the event you wish to migrate your service from post-paid to pre-paid.

2.6. Invoices should be paid by the due date specified on the invoice to avoid any disruptions to your service. You can pay your invoice using any of the following mechanisms: visiting an Ooredoo store, using a self-service machine, via Bank Muscat or Oman Arab Bank payment outlet or ATM machine, through internet or phone banking or your MyOoredoo account on our website.

2.7. If you are unable to pay an invoice by the due date or have any issues with it, please contact us before the due date so we can try to resolve it, otherwise we may disconnect your service. If you provided your credit card details or paid a deposit, we may debit your account or use your deposit to cover any unpaid amount. Disputes must be raised within 90 days of the invoice by visiting any Ooredoo store. In any case, you are still required to pay all other undisputed amounts in accordance with the terms and conditions.

2.8. Any excess amounts paid will be credited to your registered account.

2.9. You are responsible for all usage charges of your service, including unauthorised usage by any person who obtains access to your service. If your password, phone, SIM card, chipset or other equipment is lost or stolen, please notify us in order to block your service and minimize unauthorised usage charges.

2.10. Should you fail to pay invoices for more than 6 months, Ooredoo reserves the right to suspend or terminate the services or, to migrate you to its pre-paid services.

3.1. A credit assessment may be conducted before activating your service, which may involve sharing credit information with other operators and assessment companies. Should you wish to review your credit assessment, please contact us.

3.2. We may set a credit limit to prevent liability from exceeding the limit. Please contact us should you wish to change your credit limit.

3.3. We will notify you should your service require a deposit.

3.4. To terminate a service and receive your deposited refund, please submit a deposit receipt or written request. For Business customers, your request required the signature of an authorized signatory’s.

3.5. To request a refund of your deposit, submit your original deposit receipt or a signed written request. Your request will be approved if all outstanding amounts have been paid. Business customers must provide a written request signed by the authorised signatory.

3.6. We may suspend your service if your usage dramatically changes from your usual usage. We will only do this in exceptional circumstances, where we have given you one day prior notice or made reasonable efforts to contact you before doing so.

3.7. In the event of any misuse of the service, including but not limited to, excess usage, theft, fraudulent activity, Ooredoo reserves the right to suspend or terminate your services.

4.1. Our Shahry services are for a minimum two (2) month commitment period, or as specified in our agreement. For Business customers, the minimum commitment period will be specified in the agreement.

4.2. Early termination or reduction of pricing commitment during the minimum commitment period incurs a fee equal to the remaining subscription fee, or as agreed in our agreement.

4.3. You agree that the early termination fee is a genuine pre-estimate of the loss we will incur in the event that you breach your commitment and that the fee is not extravagant, oppressive or a penalty.

4.4. You will not be required to pay the early termination fee where we are in material breach of our agreement.

5.1. You may transfer credit to another Ooredoo customer using electronic recharge if you are a pre-paid customer. Ooredoo is not responsible for mistaken or unauthorized transactions made using electronic recharge.

6.1. In order for us to continue providing you with the service we need you to do the following:

• Follow our reasonable instructions in respect of your usage of your service
• Look after any equipment we make available to you as part of a service, and if you do not, then we will require you to pay for the repair or replacement of such
• Return any equipment we make available to you as part of a service, when you end the service
• where you are using a fixed service, refrain from using the fixed service at an address other than the address shown in our records
• Use the service responsibly and in compliance with the applicable laws of the Sultanate of Oman
• Refrain from using the service to commit any criminal offence or to send unsolicited SMS, spam or junk mail or make offensive, indecent, menacing, nuisance, hoax or similar calls and, not resell or assign the service
• Pay our invoices on time
• Where you are a business customer, ensure that your employees who use the service comply with our agreement, including compliance with all laws relating to use of the service
• Customer and their employee(s) are solely responsible for any violation of law or regulations from the use of service.
• Customer and their employee(s) are solely responsible for any kind of illegal and fraud activates.
• Customer and their employee(s) are solely responsible for any kind of breach for intellectual properties agreement
• Customer and their employee(s) will be solely responsible for any financial fine(s) as a result for any kind of breach.

7.1. We hope to never have to suspend or terminate your service however; we may choose to do so where:

• You breach the terms and conditions of this agreement
• We suspect that misuse, threat or fraudulent activity is occurring in relation to your service
• You continuously fail to pay your invoices on time.
• You do not maintain useable credit on your prepaid account, or you do not recharge your account within a period of 30 days after the expiry of your previous recharge validity.
• You do not use your service for a period of six months.
• We are required to do so by any legally authorized body.
• You become bankrupt or insolvent or enter into an arrangement with your creditors. In such case, Ooredoo shall be entitled to recover any outstanding amounts through necessary means.
• You are a business customer, and there is a material change in your company or in the services we provide to you
• Customer will be responsible to return any equipment, modems, devices and materials. As will be responsible for any harm or damage happened.

7.2. Internet service customers are strictly prohibited from re-distributing the Services provided by us outside of the contracted residential or commercial unit. Any re-distribution is deemed a misuse of the Services and is subject to penalties under applicable law. In the event of violation of this clause 7.2, the Telecom Regulatory Authority (TRA), in conjunction with Ooredoo Oman, retains the right to immediately suspend your Service without prior notification. In addition, you may be liable for a fine equivalent to the cost of two months of your current Service fee

8.1. The service provided, you may use a telephone number, domain name, email address, IP address, or other unique identifier. You must comply with any regulatory requirements for these identifiers, and they remain our property. We may request their return if necessary.

8.2. Any equipment (including but not limited to, SIM cards, chipsets, modems) supplied by Ooredoo for the provision of your service shall remain Ooredoo’s property. You will be obligated to bear the cost of any replacement equipment, unless it’s defective. Please notify us immediately if your equipment is lost, damaged or stolen, so we can block your account.

8.3. If we provide you with equipment, we are not responsible for its performance. We will assist in repairing or replacing defective equipment at your cost. We will not act on your behalf with respect to such repair or replacement.

9.1. Our services provide access to a range of content, including age-restricted material. You agree not to access or share age-restricted content with anyone below the specified age. Ooredoo is not responsible for any misuse of content or software.

9.2. We do not endorse or monitor the content accessed through our services, except for our own. You are responsible for determining what content you access, and we recommend monitoring children’s access to content. We are not liable for any content accessed through our services, except where required by law.

9.3. In order to ensure our network continues to operate efficiently we may establish size limits for transmission and storage of emails, downloads, voice-mails, SMS and individual storage capacity.

9.4. When downloading content, you must respect intellectual property rights, and not resell it unless specified. You assume the risk of any damage or corruption to your equipment. We reserve the right to remove any content we store for technical, legal, or regulatory reasons.

9.5. Ooredoo’s intellectual property rights will not be transferred. We may deny access to or modify any content that is defamatory, offensive, indecent, objectionable, illegal, or that may infringe any third party’s intellectual property rights.

9.6. We may provide you with software and grant you a non-exclusive license to use it. If the service is terminated, you must delete the software. We do not warrant the performance of any software and may automatically upgrade it. You agree not to copy, misuse, or reverse engineer any software provided by us.

10.1. We may monitor your use of the service and record calls made to our multi-media contact center for purposes such as training, or any other purpose in accordance with the law.

10.2. Our Privacy Policy on our website outlines how we handle your personal information. We comply with all legal requirements and maintain high standards of behaviour. If you have any concerns, please contact us.

10.3. We may record calls for quality assurance, training, or compliance. Recordings are kept confidential and can be requested by the customer within applicable laws and regulations.

10.4. We take necessary measures to protect customer data from unauthorized access or disclosure, and may use third-party vendors subject to confidentiality and security obligations.

10.5. Accurate information is important, and we rely on the information provided in your application. Please let us know if your information changes, as we may suspend or terminate your service if we become aware of inaccurate information.

11.1. We make no warranties or guarantees regarding the quality or fitness of any product or service we provide to you, except as expressly agreed to in writing.

11.2. We are not liable for any loss resulting from interruption or failure of the service, except where we have expressly agreed in writing to be liable. In such cases, our liability is limited to the amount of service credit agreed upon.

11.3. We are not responsible for any indirect or direct losses suffered by you, including lost profits or revenue, lost business, wasted expenditure, or lost savings.

11.4. We do not endorse goods or services supplied by third-party retailers, and we are not responsible for any issues or concerns arising in relation to such goods and services.

11.5. In respect of all other liability (including in respect of negligence and breach of contract), to the extent permitted by law, our liability is limited to the annual contract value.

11.6. If you misuse the service or breach our agreement, we may recover investigation costs and losses incurred or required to be paid to a third party.

12.1. Without prejudice to the penalties stipulated in the Telecommunications Regulatory Law, it is not permissible to redistribute internet services to connect outside of residential/commercial units. This is considered misuse of the provided service, which shall be punishable by law. In addition, the TRA and/or the Licensee reserves the right to suspend the service if it is found that there is any violation of this clause, and prohibit the delivery of the renewed service for a period of two (2) months.

13.1. If our service is affected by events beyond our reasonable control or caused by a third party, we will do our best to provide you with the service as agreed. However, we do not accept liability for any loss you may suffer due to interruption or failure of the service. Similarly, we will not hold you liable if you cannot comply with our agreement due to unforeseen events beyond your reasonable control.

14.1. If a dispute arises between us, the Telecommunications Regulatory Authority (TRA) has the right to resolve it in accordance with the law. The TRA may refer disputes to arbitration with the parties’ agreement, and its decision will be binding.

15.1. I consent to the Company obtaining my credit and financial data from the Oman Credit and Financial Information Centre (“Mala’a”) to carry a credit rating check, pursuant to Royal Decree 38/2019.

16.1. We will use the address or phone number on your application form to send you notices. For business customers, we will communicate with the contact person you have nominated. Changes to terms, products, plans, and charges will be published on our website.