(a) “Agreement” means the entire contractual agreement between e& and the Customer, comprising the constituent parts set out in Clause 3 of the General T&Cs (Consumer).

(b) “Customer” means the person who purchases or subscribes to the Service.

(c) “e&” means Emirates Telecommunications Group Company P.J.S.C.

(d) “Fixed Term Plan” means a plan where the Customer agrees to purchase the Services for the term specified on the Service Application Form and for which a termination charge applies in case of termination before said term.

(e) “General T&Cs (Consumer)” means e&’s general terms and conditions for consumer (i.e. non-business) products and services which are published on e&’s website and are available through the other communications channels referred to in Clause 30 of the General T&Cs (Consumer). 

(f) “Minimum Term” has the meaning given to it in Clause 4(c).

(g) “Monthly Term Plan” means plan where the Customer agrees to purchase the Services on a monthly rolling basis. 

(h) “Service” means the service from the list of services set out in Clause 4(c) to which the Customer has subscribed, as described in more details in Clause 3.

(a) The Agreement is valid, binding and in full force on and from the date on which the Customer submits a Service Application Form and accepted by e&, or otherwise when e& registers the customer subscription or purchase of the Service (the “Effective Date”).

(b) The term of the Agreement (the “Term”) starts on the date on which e& makes the Service available to the Customer (“Activation Date”) and depends on whether the Customer has subscribed to a Monthly Term Plan or a Fixed Term Plan.

(c) A minimum term of subscription (“Minimum Term”) applies to the Agreement if a Customer is subscribed to the Services for a Fixed Term Plan. The minimum terms for the fixed telecommunications services covered by these Service Specific Terms are as follows:

• (i) Double Play (Internet and Voice) eLife Lite, Single Play (any one of IPTV, Internet and voice) plans, Triple Play (IPTV, Internet, Voice) plans including Neo, Etisalat Select Service, Al Shamil (Broadband): 12 months;
• (ii) Triple Play (IPTV, Internet, Voice) plans including Neo Fusion, eLife 4.0 Family Value Pack, eLife Unlimited Plans Starter, eLife Ultra Plans Starter: 24 months;

(d) In the event there are any temporary-out-of-service periods during the Minimum Term, such temporary-out-of-service periods shall not be deemed part of the Minimum Term, accordingly the Minimum Term shall be automatically extended to cover the temporary-out-of-service periods.

(e) After the completion of the Minimum Term, and unless terminated by the Customer in accordance with Clause 20 (Termination by the Customer), the Service shall continue on a monthly rolling basis. If, following the completion of the Minimum Term, the Customer does not wish to continue using the Service as described above, the Customer can terminate the Service in accordance Clause 20 (Termination by the Customer).

(f) After the Minimum Term, in case of continuation of the Service, the same monthly rental Charges as applicable in the Minimum Term shall apply.

(g) Customers subscribed to a Monthly Plan may migrate to a Fixed Term Plan by contacting e& according to Clause 22 of these Service Specific Terms. 

(a) Please see Clause 8 of the General T&Cs (Consumer) for the provisions governing the Customer obligations and restrictions that apply to the Service.

(b) If a Customer who has subscribed to eLife Ultra plan reaches Internet usage of 5TB within his/her billing cycle and at the same time is within top 1% cohort of customers on eLife Ultra plans in terms of Internet usage, then his/her further Internet usage within that same billing cycle can be subject to speed throttling @ 1Mbps/256Kbps. The throttling is to be implemented when the Customer has reached the threshold within such billing cycle. The throttling does not carry over to a new billing cycle. Any changes to this fair usage policy will be notified to the Customer.

(c) The Customer agrees to use the Service, including all feature and any functionalities associated with it in accordance with all applicable laws and regulations, and/ or other restrictions on use of the Service or content therein. The Customer agrees not to archive, reproduce, distribute, modify, display, perform, publish, license, create derivative work from, offer for sale, or use (except as explicitly authorized in this Agreement) content and information contained in or obtained from or through the Service.

(d) The Customer also agrees not to: circumvent, remove, alter, deactivate, degrade any of the content Service; decompile, reverse engineer or disassemble any software or other products or processes accessible through the Service; insert any code or product or manipulate the Content of the Service in any way; or use any data mining, data gathering or extraction method. e& may terminate or restrict the Customers use of the Service if the Customer violates the terms of this Agreement or is engaged in illegal or fraudulent use of the Service.

(e) Customer assumes total responsibility and risk for the Customer’s use of the Service. Any Content accessed, streamed or otherwise obtained through the Customer’s use of the Service is done at the Customer’s sole discretion and own risk and to the maximum extent permitted by any applicable laws and regulations. It is solely the Customer’s responsibility to evaluate the accuracy, completeness and usefulness of all opinions, advice, services, merchandise and other information provided through the Service or on the Internet generally.

(f) To the extent permitted by applicable law, the Customer agrees to defend, indemnify and hold e&  harmless, and its Affiliates and their respective officers, directors, employees and agents from and against any and all actions, claims, proceedings, costs (including legal costs incurred by e& or any of the e& Affiliates in defending any such actions, claims or proceedings), liability, losses and damages whatsoever which may be brought or commenced against e& or any of the e&  Affiliates by any person and/or which e& or any of the e& Affiliates may sustain, incur or suffer, as the case may be.

e& will provide and operate 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 and UAE regulatory framework.

e& makes no guarantee on Wi-Fi coverage as external factors outside its control can influence Wi-Fi reach. For extra coverage solutions consult e& customer services by using any of the communications channels stated in Clause 22 of these Service Specific Terms. The guaranteed speeds apply only to equipment provided and managed by e&.

e& is unable to make any guarantees or warranties whatsoever, including without limitation regarding the availability or performance, for bundled benefits which are provided by third parties external to e&. In particular, e& disclaims all warranties in relation to:

1. Availability of any such content of bundled benefits.
2. the accuracy, quality or merchantability of any such content;.
3.  compliance with any description or requirement of any such content; and
4.  the quality of any content accessed by the Customer through  use of the Service.

Use of the Service and access to and to any content provided by third party shall be:

• a) at the Customer’s own risk and liability and to the maximum extent permitted by any applicable laws and regulations;
• b) be for personal use in the United Arab Emirates and any commercial use or exploitation of the Service is restricted and not allowed; and  
• c) Under no circumstances, be shared, used or transferred to any person or entity, which does not officially reside in the United Arab Emirates or does not possess a valid residence vise or valid Emirates ID.

(a) Neo and Neo Fusion 1G plans
Average speed and maximum speed are delivered via Ethernet cable and using e& supplied equipment. 1G is delivered via Gigabit Ethernet ports and the technology delivers typical speeds between 900-940Mbps

(b) Neo Fusion 5G
Average speed and maximum speed are delivered via Ethernet cable and using e& supplied equipment. 10 Gigabit Ethernet ports can connect Customers to the e& network which is provisioned and delivered at 5000Mbps to compatible equipment..

(c) Neo Fusion 10G
Average speed and maximum speed are delivered via Ethernet cable and using e& supplied equipment. 10 Gigabit Ethernet ports can connect Customers to the network which is provisioned at 10Gbps and delivers approximately 8000Mbps to compatible equipment.

Giga plan customers can cancel it/ downgrade it, without any exit charge and changes to their Minimum Term, if such customers are not able to obtain the speeds they have subscribed to

For Giga Plans, the Customer may at his/ her discretion install his/ her own equipment in addition to e& supplied equipment. 

Please see Clause 14 of the General T&Cs (Consumer) for the matters relating to outages.

Please see Clauses 5(d) and 14(f) of the General T&Cs (Consumer) for the provisions governing compensation which the Customer may be subject to. 

Please see Clause 16(g( of the General T&Cs (Consumer) for the terms and conditions that apply regarding optional non-telecommunications Services.

Please see Clauses 16(e), 16(f) and 24 of the General T&Cs (Consumer) for the provisions governing refund of credit balance.

In the event of any change of the subscription in the Home Plan service during and/or after the Minimum Term, the applicable downgrade Charges will apply as per exit charges calculated in accordance with Clause )15( of the General T&Cs 

(a) To subscribe to Etisalat Select Service, the Customer must have a landline telephone service from another UAE telecommunications service provider and such service must be:

• (i) registered in the Customer’s name; or 
• (ii) registered in the name of another person who is authorising the Customer to subscribe to the Etisalat Select Service. 

(b) The Etisalat Select Service can be used in two ways: (i) by dialling the Etisalat Select prefix code (08877) before calling; or (ii) by using an auto-dialer device.

(c) The Customer shall be responsible for all calls made using the Etisalat Select Service from the Customer’s defined landline number. e&  will either bill the Customer separately for these calls or include the charges for these calls in any other account the Customer has with e&.

(d) The Customer will remain liable to the landline access provider for line rental, and any calls and services provided by the landline access provider which are not part of the Etisalat Select Service. It is the Customer’s responsibility to advise e& in case of a change to the landline number. Failure to do so will not release the Customer from its responsibility to pay all call charges.

(a) e& provides many TV channels and games which are available through its various packages offered under its Home Plan services. e& may, under prescribed guidance, monitor the content of the TV channels presented and at times block or censor images or audio that are considered inappropriate under local standards. The Customer is advised to further monitor TV content for their own preferences and utilise the available PIN-based parental control features included in the TV set-top boxes provided.  Additional advice on TV content is available on request from e& through one of the communications channels stated in Clause 30 of the General T&Cs (Consumer).

(b) TV and games’ packages selected by Customers may be changed by e& without notice. Pay Per View and Video On Demand are not part of any packages and are chargeable separately.

(c) Specifically for Arena eLife, a cloud gaming service, the service subscription implies the acceptance by the customer of these Service Specific Terms and the games’ publishers EULAs (End User Licences Agreement), all are listed under www.etisalat.ae/elifetvgamingeula

(d) The Customer acknowledges and agrees that e& is not a party to the games’ publishers EULA (the “Third Party Contracts”). e& has no obligations towards the Customer under the Third Party Contracts and the Customer shall have no claim against e& for any breach of the Third Party Contracts by the games’ publishers. The Third Party Contracts do not amend or supersede e&’s terms and conditions for eLife TV Gaming. The Customer agrees that no representation, warranty, assurance or undertaking (express or implied) is made, and no liability will be accepted by e& in relation to Third Party Contracts.