The word "Company" herein refers to Saudi Telecom Company, and the "Customer" is the person who applies for its services.
The Customer shall be held responsible for the accuracy of the information provided in the application form. The Customer shall pledge to inform the Company of any changes in the information.
The Company shall provide the Customer with the required services according to the technical availability and the network resources at the Customer's site, once the Customer has fulfilled all terms and met all requirements of the service.
Should the Customer wish to end the service before setup and activation, then the Customer shall undertake to pay the charges due. The Customer shall be exempted only if the Company fails to deliver and activate the service at the required time. The Company also reserves the right to claim any and all of the cost of the devices provided to the Customer before activating the service in the system, on condition that they have not been used or paid for.
The Customer shall benefit from services provided by the company in consideration of the fees specified in the pricing list of services. According to the Procedures and after receiving approval from the CITC, the company may reduce or raise these fees provided that the Customer is notified 60 days before the date of effecting these new fees.
The Customer shall undertake to abide by all rules and regulations of the Company.
The Customer shall have no right to demand a number that the Company is unable to provide unless it’s a special number. If that special number cannot be provided, another number from the same category will be given instead.
Residential services are designed for regular Home use only, Commercial and Legal entities are not eligible for these services. In case of any violations or misuse in such a way that will harm the Company or any of its consumers or using the services for any purpose other than what it is designed for, STC reserves the right to take the necessary legal actions, including the total or partial suspension of the service with the consumer bearing any expenses arising from such misuse.”.
The Customer shall undertake to pay the accumulated charges due for the use of the services delivered, and/or any charges added to these services; this should be done in a timely manner and within the due dates stated on the invoice. The Customer shall be held fully responsible for all commitments that arise as a result of using the service. In the event of non-payment or cancelation of the service, the Company reserves the right to add delayed payments to the invoice for any other ongoing service for the Customer. If the Customer does not pay the amounts due within 120 days after the date of the invoice, the Company shall have the right to undertake all necessary legal procedures to claim its rights and to place the Customer's name on the list of blacklisted users.
The Company shall reserve the right to suspend or terminate the service for the Customer for any of the following reasons:
Failure to submit the financial assurance required by the Company. This requirement is in accordance with the approved procedures.
The Customer didn’t abide by the rules of the “Deferred installment payment" agreement.
The Customer hindered the Company's technicians from accessing the service site that contains the devices three times in one year.
The Customer violated terms or conditions stated in the contractual agreement for providing telecommunication services.
The Customer fails to pay dues to the Company, except when those dues are in dispute.
The Customer refused to update his data when it was requested, or it has been proven that the Customer provided the Company with false data or information.
In case of death of the Customer, the Company has the right to suspend the service from the date it was notified of the death, and the heirs (within 30 days from the date of notification) may ask for service continuity under the name of any one of them who is willing to accept all the responsibilities taken by the original customer.
If the customer is forced to leave his accommodation either due to demolition or any other reason beyond his/her control, the service provider will cancel the service from the date it was notified and will not apply the cancellation policy. However the customer will have to clear his dues.
If a request for cancelation is submitted by the Communications and Information Technology Commission (CITC).
The period for raising any objection to the information on the invoice shall end after 60 days from the date of issuance and no further details of the invoices shall be made available after 12 months from the date of issuance. Unless there is a dispute.
The services provided in this contract are subject to the approved credit policy which states: "The possibility of requesting to reduce the credit limit; bearing in mind that the credit limit should not be less than the value of the package, and not to be increased without customers’ request.”
The customer reserves the right not to exceed the total amount of the invoice credit limit, with the exemption of the last call before reaching the credit limit in addition to the increase of not more than 10% of that limit, in the event of the customer’s request to return the service.
Benefitting from the Company's services does not mean that the Customer owns the service and, thus, the Customer shall have no right to violate the rules and regulations of the Company.
The Customer shall agree to use the services through the equipment approved by the Company.
The Company shall not be held responsible for the low quality of the service in the event that the service is transferred.
The Customer shall undertake to pay for the modem provided by the Company, and the amount shall be added to the invoice either in full or in the form of monthly installments. However, the payment method depends on the type of service and the wish of the Customer, except when the package includes additional fees/costs for installation/setup and devices.
Should the Customer be in a position where he is unable to pay for the services, the Company has the right to exchange the credit information of the Customer with credit bureaus such as SIMAH.
The Customer shall undertake to permit the Company's employees to enter the site of the service for the purpose of checking and repairing the problems related to the service in a timely manner; the Customer shall be held responsible for any consequences that may occur due to a violation of this condition.
The Company shall guarantee the performance of the devices provided to the Customer for two years starting from the receipt of the device. In the event that a problem arises in the device, it works inefficiently, or a manufacturing defect was detected during the warranty period, the Company shall undertake to repair the device or replace it with another one of the same or similar kind free of charge. In addition, the Company may refer the Customer directly to an approved agent of the device who shall carry out the required maintenance.
The Customer shall be held responsible for protecting the devices provided by the Company against viruses and parasitic software that may affect the device.
The company offers internet packages (Basic Internet, Unlimited Internet, Unlimited Fiber and Unlimited Fiber Plus) with a commitment contract for 24 months. This commitment term starts from the date of activating the service in the company’s systems. The contract shall be renewed automatically unless one of the parties notifies the other of its desire to change the term of the contract or to cancel the service a month before the end of the contract term. In case the client desires to cancel one of the services or packages before the end of the contract term, the client shall submit a cancellation request to one of Company’s Sales Channels. The Customer shall pay all dues of the service; i.e. usage fees and penalty conditions related to services and packages.
The company provides certain limited monthly packages and services that are monthly renewed. The Customer in this regard has no right to ask for transferring any unused data or minutes balance to the next month unless additional data balance or minutes are purchased which shall be valid for only 30 days post the date of purchase. Whenever necessary and after receiving approval from the CITC, the company has the right to change data or minutes plans from time to time, provided that the Customer is notified 60 days before the date of effecting these new changes.
The Company shall provide all packages at the Customer's site with the approved speed for each package. The provided speed depends on the package features and the technical availability and technological resources at the site.
All local and national land line calls made within the STC network shall be free of charge for all packages except for the Basic Internet package, 700, the commercial telephone directory 905, and the Talking Watch 1222, as these are independent services for which the Customer will be charged on a pay as you go basis.
The amendment and cancellation policies of the packages/services are as follows:
The customer can request modification to any of the home internet services, in addition to canceling the keys, through one of the following channels: call the Customer Service Center 900, or through the My STC application, or by visiting one of the STC offices.
Policies for canceling Jawal key are as follows:
Jawal key "no contract" at the price of 150 SR per month: Customer can cancel without any penalties.
Jawal key of a "12 month contract" at the price of SR 119 per month (700 minutes for any mobile phone): If the customer requests to cancel the key before completing the contract, a one-time fine of SAR 119 will be charged.
Invision key cancellation policies are as follows:
Invision variety package of a "12 month contract" at the price of 85 riyals per month: If the customer requests to cancel the package before the completion of the contract, a one-time fine of 175 riyals will be charged.
All other Invision packages can be cancelled by the customer without any penalties.
The Customer may cancel any home internet package by calling the customer service center or visiting one of STC’s offices.
Outgoing services will be barred for a period not less than 15 days before the cancellation of the services.
The Customer shall have the right to transfer the service to another Customer if there are no financial disputes. The transfer will be carried out in accordance with the approved procedures and the policy of each package or service. However, this condition does not apply to prepaid services (and the like), as the Customer cannot transfer such services to anyone.
The Customer gives his consent that the Company can collect and use his information for the purpose of improving the provided services, and the Company should take all appropriate measures to protect this information and preserve its confidentiality. The Company should not disclose its customers’ personal information to any party in any way except when it is requested by the Communications and Information Technology Commission (CITC) or any other competent authority to ensure compliance with its privacy policies.
The Customer acknowledges that he agrees to the installation of hardware/technology solutions provided by the Company and required for use of the service at his premises (as shown in the documents relating to the devices and technologies).
The Company does not assume any responsibility for the content of the channels broadcasted on Invision. Depending on the source, STC has the right, without notifying the Customer, to alter the content of the additional TV channels.
Charges for the live broadcasts of the Invision service shall be paid on a monthly basis and according to the tariff list of each package.
If the customer has more than one landline, then s/he is entitled to have the service for each landline as long as Invision’s T&C are applied.
If the customer is subscribed to Invision service and requested to relocate to a new place, then the current relocating policy will be applied.
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