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Internet
Mobile
Refer a friend
If you signed your contract before the 2nd of November 2016, kindly refer to the relevant old terms & conditions through this link: General Terms and Conditions before 2nd November 2016.
These terms and conditions were last updated on 2nd July, 2019.
A. Your Agreement
B. Definitions
C. Your Service
D. Connecting to Your Service
E. Agreement Benefit
F. Additional Terms Applicable to Pay as You GO
G. International Activity and Roaming
1. In the case of Pay As You GO, Your Service is enabled for International Activity and Roaming upon activation. In the case of Pay Monthly, You need to state in Your Application Form that You want to activate these services.
2. You will be able to roam with partner networks with which We have a Roaming agreement. You may find a list of these networks on Our website. We may have different agreements in place with different partner networks, which means that some of Your services may not be available with a particular partner network. The partner network may also not support certain services. We advise You to check Our website or to contact Us prior to Roaming to familiarise Yourself with the services and applicable charges available to You whilst Roaming. We are not responsible for differences in service availability that You may encounter while Roaming.
3. When making use of these partner networks, You agree that You are dependent on them for the quality of service that You receive. We will not be responsible for matters beyond Our control that You may encounter while Roaming. You should contact Us immediately if You encounter any difficulties so that We may investigate the matter.
4. Unless otherwise stated, all International Activity and Roaming is chargeable. The rates may vary from country to country and from one partner network to another. You may check these rates on Our website. You accept that it is Your responsibility to familiarise Yourself with these rates prior to making use of these services.
5. Unless otherwise stated, You are charged for the international leg of all incoming calls received while Roaming. This means that the person calling You pays for the call as though You were still in the Territory, while You pay for the part of the call that connects You from the Territory to the country You are visiting. The charge will be the incoming call charge of the partner network You are currently using.
6. Foreign operators reserve the right to block access to toll-free and premium rated numbers. Where such access is not blocked, foreign operators may charge a fee for calling these numbers.
7. We reserve the right to vary or change the International Activity and Roaming rates inter alia for reasons independent of Our control as well as for technical, commercial or other reasons. Prior to making use of these services, You should always check the latest rates on Our website or otherwise request these rates from Us if you do not have access to the Internet.
8. Whilst roaming in EU Zone 1 Your Tariff Plan’s local calls and SMS bundles applicable to other local networks are applicable to Malta and EU Zone 1 numbers. Other similar bundles applicable only to GO mobile numbers are not available whilst roaming in EU Zone 1.
9. EU Zone 1 roaming fair usage policy:
a. Tariff Plans with unlimited bundles available whilst roaming in the EU Zone 1 Roaming Countries are available for customers:
i. Permanently residing in Malta, meaning a customer with a valid Maltese Identity card, passport, driving licence or utility bill registered on a Maltese address, or
ii. Who have stable links with Malta, meaning, but not exclusively, full-time employees with a local employer, self-employed persons with contractual local ties or full-time recurring students.
b. You may be required to present documentary evidence proving normal residence or stable links as per 9.a above in the following forms:
i. Presentation of official documents with a local address listed in 9.a.i above
ii. An official signed declaration of full-time employment by your local employer
iii. An official signed declaration of full-time student status by your local education institution
iv. In the absence of the above documentary evidence, a valid property rental agreement can be presented
v. In the case of Business customers, proof of the local establishment or local activities of the business can be presented.
c. To prevent abusive or anomalous usage whilst roaming in EU Zone 1, a fair usage policy will apply when:
i. Over a period of four (4) consecutive months the total number of days Your SIM card, on which these Tariff Plans are activated, is logged onto a foreign network whilst roaming in the EU Zone 1 is higher than the total number of days it is logged onto Our network in Malta, or
ii. Over a period of four (4) consecutive months the total amount of usage in calls, SMS, and Data whilst roaming in the EU Zone 1 will be more than 50% of Your total usage in Malta and EU Zone 1, or
iii. Your SIM card, on which these Tariff Plans are activated, is exclusively used whilst roaming in the EU Zone 1 and not used for making or receiving calls and SMS or for data usage whilst in Malta for multiple periods of four (4) weeks or a single continuous period of two (2) months in the previous consecutive four (4) months.
d. In the event that either of the conditions in 9.c above are not met, We shall contact You and advise You on your anomalous usage and to reduce your usage to the limits indicated in 9.c above within two (2) weeks from the date of Our notification.
e. If You do not rectify your anomalous usage within the given period in 9.d above, We reserve the right to impose a surcharge on your anomalous usage as follows:
Usage | Rate (excluding VAT) |
Calls on a per minute basis | €0.032/min |
SMS | €0.01 |
Data | €7.70/GB as from 15/06/2017
€6.00/GB as from 01/01/2018 €4.50/GB as from 01/01/2019 €3.50/GB as from 01/01/2020 €3.00/GB as from 01/01/2021 €2.50/GB as from 01/01/2022 |
f. In case of prepaid mobile tariffs, We may limit the volume of data allowance whilst roaming in EU Zone 1 to the amount of remaining credit, excluding VAT, at the time of the start of the data roaming session in EU Zone1, divided by the applicable data rate in 9.e above. Any usage above this fair-use limit will incur surcharges for data rates in 9.e.
Example: If You have €10 (€8.47 excluding VAT) of remaining credit left at the time you start roaming, while in EU Zone 1 in 2017 You will have 1.1GB (€8.47/€7.7perGB) of data available, in 2018 You will have 1.41GB (€8.47/€6perGB) of data available, etc.
g. In case of tariffs that include data bundles, We may limit the volume of data allowance whilst roaming in EU Zone 1 to the equivalent of twice the volume obtained by dividing the overall domestic monthly tariff price, excluding VAT, by the applicable data rate in 9.e. above. If the resulting EU Zone 1 roaming data limit is higher than your current domestic bundle, You will be allowed to make use of all the remaining data in your domestic bundle whilst roaming in EU Zone 1. A surcharge may apply as per 9.e above for any usage above this limit. The surcharge that may apply is additional to the domestic out of bundle rate when the domestic data bundle limit is exceeded.
h. We may take immediate proportionate measures:
i. If You use multiple SIM cards whilst roaming, and
ii. In case of organised resale of SIM cards to persons not effectively residing or having stable links in Malta.
H. Other Important Terms