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Home services

If you are a Vodafone Home customer, the terms and conditions set out below will govern your use of our Services, and the contractual relationship between us.

If you receive other services from us, other terms may also apply to you. These terms may be found on our Website.

 

1.   Interpretation

“Agents” means any contractors, providers, dealers or agents appointed by Vodafone to perform any of Vodafone’s obligations under this Agreement.

“Agreement” means these terms and conditions between us and you;

“Bar” means suspending access to Services;

“Bill Cycle” means the period of time between billings. Your Bill Cycle will begin on a set day each month and will last until that day the next month (e.g. the 1st of one month to the 1st of the next month). The number of days in your Bill Cycle is variable in accordance with the number of days in a month. You will be informed of your Bill Cycle when you sign up for the Services.

“Bill Issue Date” – the date your bill is generated.

“Charges” means all monthly access charges, and any additional charges payable by you;

“Connection” means a Vodafone number that has been configured to attach to the Network so that you can use the Services supplied under the Agreement;

“CPE” means the Customer Premise Equipment that connects you to our Network for the provision of the Services, this includes your wi-fi router;

"Customer Care" means the Vodafone Customer Care team, which is contactable on 111;

“Minimum Subscription” is the period defined in Clause 2(b).

“Network” means our Vodafone fixed line network.

“Service(s)” means the voice and broadband service and related products and services that are made available to you by us or our agents under this agreement.

“User” means any individual who uses the Services;

"Website" means our website at www.vodafone.com.qa;

“we” or “us” means Vodafone Qatar Q.S.C. and “our” has a corresponding meaning;

“you” means the customer under this Agreement who is liable for all of the Charges under this Agreement and “your” has a corresponding meaning.

 

2.   Commencement of Agreement and Term

(a)  This Agreement begins when we set up your connection to our Services to be available for your use.

(b) The minimum contractual period shall be the first three (3) billable months, excluding any initial free promotional benefit period (“Minimum Subscription”).  If You wish to discontinue and/or terminate the Service during the Minimum Subscription period You will be liable to pay the applicable Charges for the remainder period of the Minimum Subscription, the charges referenced under 2.(c) and any other charges as set out in this Agreement.

(c) If You discontinue and/or terminate this Agreement before the expiry of the twelve months from the day the Service is made available to You, You will be liable to pay: (i) CPE and installation charges equal to 798 Qatari Riyal (seven hundred ninety eight); and (ii) any other applicable Charges as set out in this Agreement.

(d)  The Services continue until terminated in accordance with this Agreement.

 

3.   Coverage and Services

(a)  While we will do our best to provide quality services, because of the nature of telecommunications, it is impossible to guarantee a fault-free Service, as the quality and coverage of the Services may sometimes be affected by factors outside of our control.

(b) You agree that you will not use the Services:

  • in a way which breaks any law or infringes anyone’s legal rights;
  • to obtain unauthorised access to anyone’s computer or communications equipment;
  • to annoy anyone or to interfere with anyone else’s use of our Services.

(c)  We reserve the right to remove any material from our servers which we consider, in our reasonable opinion, to breach the terms of this Agreement or any law.

(d) The Services may be changed, modified, advanced, suspended or removed by us. We will notify you before doing this, or introducing substitute or new services.

(e) You agree to follow our instructions about the use of the Services and ensure that all Users meet your responsibilities when using your Service. You agree to keep us protected against any legal action taken against us and to meet any losses we may incur as a result of such use of the Services. You are responsible for any Users use or misuse of the Services.

(f)  You agree not to use the Services for any abusive, illegal or fraudulent purpose.

(g)  Using or agreeing to use the Services does not give you any rights in any part of the Services. You must not resell, in any way whatsoever, the whole or any part of the Services.

(h) You agree that if you use Services in any way that may negatively impact our Network or the provision of the Services, we may restrict or suspend your use of the Services.

(i)   You acknowledge that our control of voice and data speeds is limited to our own network. We may use traffic prioritisation policies at any time to improve the overall performance among our customers. Connections to servers outside the Vodafone network are on a “best endeavours” basis, and it may not be possible for you to achieve your desired or expected speed or latency.

(j)   The integrity or quality of the data or information you send or receive via the Services may be affected or compromised due to the configuration of our network, the use of the internet, or the configuration or limitations of your, or your intended recipient's, hardware or other device.

 

4.   Fair Usage Policy

(a)  The Services are offered for reasonable use only. Excessive use of the Services beyond that which, in our reasonable discretion, is normal and reasonable usage and which, as a result has the potential to negatively impact the quality of service available to other subscribers may result in us throttling the Services which may impact the desired or expected speed.

(b) Our plans may include unlimited calling to certain designated numbers.  Unless stated otherwise, any unlimited calling is subject to a cap of 44,640 minutes per month.

 

5. Equipment

(a)            Unless provided otherwise in this Agreement, all CPE shall remain the property of Vodafone.

(b)            You are responsible for keeping all CPE in good condition, and for the security, protection from unauthorized access, any loss or damage to the CPE, with the exception of normal wear and tear.

(c)            We be entitled to inspect or test any CPE remotely or otherwise at such times as may be agreed between us.

(d)            You will not remove or obscure any logo or writing on CPE and will replace all batteries and other consumable parts of the Equipment. 

(e)            You will not, and will ensure that Users do not tamper with or attempt to repair or service the CPE or allow any party other than Vodafone to do so. Any attempt to do this may invalidate the manufacturer’s warranty. 

(f)             You will not sell any CPE, place a charge on it or otherwise dispose of it.

(g)            Vodafone’s supply of CPE shall be subject to availability.

(h)            We will provide you with a limited warranty for CPE.  Where CPE becomes faulty for reasons other than through your acts, omissions or misuse within the limited warranty period, we will repair or replace the CPE in accordance with Vodafone’s repair policies.  .

(i)              Vodafone does not manufacture CPE and save for Clause 5(h) above excludes, to the fullest extent permissible at law, all warranties, terms or conditions in relation to Equipment, whether implied by law or otherwise.

(j)              You agree not to use any hardware provided by Vodafone to connect to internet services provided by any other internet service provider.  If you do, we reserve the right to terminate this Agreement

 

6. Billing 

(a)       We will assign a monthly Bill Cycle for your account.

(b)        We will issue a bill to you at the end of the Bill Cycle of your account. Email bills will be sent within 4 days of when your next Bill Cycle begins.  Paper bills will arrive within 14 days of the beginning of your next Bill Cycle.  The date your bill is generated is called your “Bill Issue Date”.

(c)       Bills are available in either paper or email mode and can be in either Arabic or English. You are required to select only one (1) mode of dispatch and one (1) language preference.  You will be able to change your desired dispatch mode and/or language preference by contacting Customer Care or visiting a Vodafone retail store. If you select a paper bill you will be charged QR5 per bill

(d)       The bill will include a summary of the billed charges of your account. You may also choose to receive a detailed bill of each connection in your account at no additional cost.

(e)       You must pay the billed charges on your account within 30 days from Bill Issue Date, otherwise, the charges will become overdue. 

(f)        Any dispute in the billed amount must be reported to us within 45 days of the Bill Issue Date.

(g)       We reserve the right to Suspend or disconnect the services where payment is overdue. The Suspension or disconnection will take effect on all connections on your account. The Suspension will be removed upon settling the outstanding amounts.

(h)       Where payment is not received in full after 180 days from the Bill Issue Date, we will terminate this agreement and disconnect all connections on your account.

(i)         We will send an SMS to the mobile number you provided on signing up to the Services when the bill is issued and when payment is due.

 

7. Charges 

(a)       You agree to pay us the relevant charges for the provision of the Services, whether you or someone else use(s) the Services.

(b)       All your account charges will be billed once a month at the end of each Bill Cycle.

(c)       Most charges will appear on the bill immediately following the time period in which charges were incurred. In certain circumstances due to operational matters beyond our control, the application of charges to your bill may be delayed. You are nevertheless required to pay all billed charges (except any that are subject to a dispute with us) when they fall due, as stated on your bill. 

(d)        We will set a credit limit for the charges incurred on your account.

(e)        You may request to increase the default credit limit by either paying a deposit or providing your credit card details for security purposes. The amount of any deposit will depend on your requested credit limit amount.

(f)        If you reach or exceed your credit limit, your account will be Suspended. The Suspension will be removed upon settling all or part of the outstanding amounts.

(g)       Should the billed amount exceed the set credit limit due, you are still obliged to pay the full amount due for all charges incurred. 

 

 8. Deposits

(a)       You may make a deposit against your account to increase your credit limit.

(b)       If you wish to retrieve your deposit, you can request repayment by cheque or by bank deposit, or we can apply it as a payment credit against any and all outstanding and future charges on your account and. We will then return your credit limit settings to the default.

 

9.   Limitation of Liability

(a)  Except where we cause direct damage to your property due to our negligence, to the extent allowed by law we exclude any liability of any kind (whether in contract, tort, equity or otherwise) to you or anyone claiming through you, relating to any loss of profits or revenue, loss of data, lost business or missed opportunities, wasted expenditure or savings you might have had, or any form of indirect or consequential loss whatsoever, arising from:

•    your connection to our network or the content or supply of any Services;

•    the failure, interruption or delay in the supply of, any services or any part of them or any negligence in this regard;

•    the fitness of all or any of the Services for any particular purpose;

•    the inaccurate or incomplete transmission of any data;

•    any other matter which relates to this Agreement.

(b) Except as set out above, we have no other liability to you or any other person in respect of this Agreement.

 

10.   Access to Premises

      You will allow us or our Agents access to your property to perform our obligations under this Agreement. We will always try to give you reasonable prior notice if we require access to your premises and we will ensure that we or our Agents carry sufficient proof of identity. If you do not allow us to access your premises your ability to use the Services may be adversely affected.

 

11. Relocation of Premises

(a)            If you plan to relocate to different premises after the installation of any Services, the Services may be relocated so long as the new address is in an area in which we provide the relevant Services.  You must provide at least 14 days’ notice before the expected moving date and provide full details of the new premises for evaluation.

(b)            We reserve the right to refuse to relocate Services in our sole discretion.

(c)            There may be Charges for relocating Services.  Any Charges will be disclosed to you prior to relocating the relevant Service

 

12. Non Vodafone Hardware and third-party services

(a)  If you have acquired hardware from some other source, for example from overseas or second-hand, and it does not support all of the services offered by us, we are not under any obligation to take any action so that you can access any our Services.

(b)  We do not make any warranty as to the accuracy, completeness or currency of any content or material which you may access or have provided to you, using our Services. Where Services are provided by a third party we accept no responsibility or liability for their quality or the nature of their content.

 

13. Privacy

(a)  Vodafone’s use of your personal information is governed by this Agreement and by the Vodafone Privacy Policy which can be accessed on our Website.

(b) We may provide your personal information to public sector agencies in order for them to investigate an offence.

(c)  Subject to any rights you may have under any applicable laws or regulations, we will not be liable to you, or to anyone else, for:

•    the content or lack of confidentiality of any services you use;

•    any disclosure we make by law to a public sector agency.

 

14. Disconnection of Services

(a)  You may discontinue your connection to our network or give up the Service at any time by calling our customer care team on 111. Any remaining data on your account will not be refundable.

(b) We can Bar, re-direct or restrict your use of any or all of the Services or disconnect your connection if:

•    you do not abide by the terms and conditions in this Agreement;

•    you make abusive, offensive, malicious or nuisance calls or communications, or use any of our Services in an offensive way;

•    you are abusive or offensive to us, our dealers or agents, or any other person;

•    we suspect you of using the services for any illegal or fraudulent activity; or

•    all of the services are permanently or temporarily (for any reason) unavailable to you;

(c)  If we suspend your use of our Services, we will try to contact you before doing so.

(d) Where we Bar, re-direct or restrict the Services all Charges will continue to apply.

 

15. Transferring Responsibilities

(a)  Your interests in this Agreement are personal to you and you may not transfer or on-sell the Agreement or any benefit or obligation under it to another person without our consent. If you are a company and your effective management or control is changed in any way, we may treat this as a transfer of this Agreement entitling us to end it.

(b) Vodafone retains the right to alter its Services and/or terms and conditions for the proposed transferee 


16. Vodafone’s right to end this Agreement

Notwithstanding any other clause in this Agreement, we may disconnect your connection or terminate particular Services:

•    By giving you twenty one (21) days written notice; or

  • if any of our licences to operate our network is ended or suspended.

 

17. Notices and Variations of Charges, Terms and Pricing Plans

(a)  We may change this Agreement and any free Services at any time. Changes will be posted on our Website. Please check this regularly for updates.

 

18. Force Majeure

We will not be liable for any delay or failure of the Services or for any loss or damage from such delay or failure to the extent that it was caused, in whole or part, by an act of God, war, terrorism, civil disobedience, industrial stoppage or unrest, fire, volcanic eruption, earthquake, shortage of suitable labour, materials, equipment or energy or any other event beyond our control.

 

19. Agents of Vodafone

(a)  We shall be entitled to subcontract or delegate the performance of any of our rights or obligations under this Agreement but any such subcontracting or delegation will not relieve us from liability for performance of any such obligation.

 

20. Numbers

(d)       Vodafone shall allocate telephone numbers to you which you shall only use to access the Services.  All the numbers are the property of the State of Qatar. Vodafone may reallocate or change such telephone numbers as a result of changes in applicable law or instructions from the Regulatory Authorities or in accordance with its Number Policy, which can be found at www.vodafone.com.qa, but will exercise all reasonable endeavours to minimise any disruption to you.  

(e)       Vodafone may withdraw telephone numbers that have been allocated to you as a result of your failure to comply with this Agreement.

(f)        If you elect to pay a reservation charge for a number, this entitles you to use the number. The ownership of the number remains with the State of Qatar.

(g)       All reserved numbers must be assigned to an active Connection. If you cancel a Connection and/or this Agreement is terminated, the number will be deactivated and made available for reservation after 180 calendar days from the date of cancellation or termination.

 

21. Applicable Law

This Agreement is governed by the laws of State of Qatar.