Terms and Conditions


General Terms and Conditions:

    1. These Conditions shall be subject to the laws and regulations applicable in the Kingdom of Saudi Arabia including the CITC regulations.
    2. This Contract shall be subject to the Document (Terms to provide ICT services , rights and obligations of service providers and users) issued by the Communications and Information Technology Commission (CITC) pursuant to its Decision No. 342/1439 dated 27/1/1439 Higri as amended where a particular text in these Terms has not been provided in this regard, also shall be subject to the Electronic Transactions Law, and the Anti-Cyber Crime Law and any other applicable laws and regulations related to the electronic transactions.
    3. When executing any written process as required by these conditions, this process may be executed digitally, electronically, manually or via e-mail.
    4. If the Client wishes to request the service for the first time, the Client shall provide STC with a copy of its commercial registration, license, entity ID or official letter from the concerned entity. As for the governmental authorities a006Ed other entities that are not subject to Ministry of Commercial rules, an official approved authorization is required. If the Client is a previous subscriber, STC is entitled to request Client to provide any additional \ updated documents.
    5. The Client shall appoint an authority person (Authorized representative), fill STC authorization letter, the authorized person will be the point of contact for service delivery, failure report, SMS messaging, and service related inquiries,
    6. Authorized person will be granted certain privileges that might affect service features; upgrade \ downgrade, ordering new feature\ services, and STC shall not be liable for the actions of the authorized person.
    7. The Client may be subject to a financial guarantee in case required by STC.
    8. Should the Client wishes to end the service before Setup and activation by STC, then the Client shall undertake to pay the charges due resulted out of termination as agreed and signed in a service order form Appendix.
    9. The Client shall be exempted only if STC fails to deliver the service and to activate it at the required time agreed between STC and the Client
    10. If STC fails to provide the service at time determined by the Client upon receiving the service application from the Client and fulfilling the required information, STC shall inform the Client of the expected time to provide the service within maximum 10 days.
    11. minimum period limit of the service contract is one month, unless otherwise stated in Specific Terms.
    12. The service contract shall come into force as of the date of sign off, while Service billing will come into force as of the service commencement date.
    13. The Client shall be responsible for setting up and maintaining internal wiring, connections and terminal devices and equipment located within Client site and related to the provided service, unless these terminal devices and equipment provided by STC, where STC bear the responsibility of their maintenance.
    14. Without prejudice to the regulations of liability for damage as per the laws applicable in the Kingdom of Saudi Arabia, the Client shall be liable for fines or any other action arising out of the Client’s breach of the service conditions, as may be imposed by the CITC according to its regulations. This is applicable in the following cases:
      • Illegal use or activation of service provided to the Client, whether by the Client or by the third party
      • Damages resulted from the illegal use of service by the Client or a third party, including making any defect or confusion due to this use to STC's facilities or the other authorized service providers' facilities.
      • Any losses or damages resulting from any amendments made by the Client or allowed to be made to the devices, equipment, and program related to the service, whatsoever their justifications.
    15. The Client acknowledges and agrees to grant STC the right to exchange its credit information with credit bureaus
    16. Without Prejudice to term 15, all information related to the Client shall be confidential and STC shall keep the same as confidential and it may not be disclosed to any third party except by request from the CITC or any other competent authority or by a written consent from the Client or their representative.
    17. The Client shall facilitate STC's authorized personnel to access the buildings and sites occupied or controlled by the Client, with the purpose of maintaining, examining or replacing any of the communication devices or equipment or any of the communication devices related to providing a specific service. STC shall not be liable for any delay that might impact delivery deadline or service support caused by the Client by not facilitating accessibility. Such delay shall be excluded from any agreed Client KPIs.
    18. STC shall not liable to secure and protect Client services from security threats unless client subscribed to VAS Security Services.
    19. The Client's abuse of the service, use of the service contrary to its inherent nature or the purpose for which it is offered or created, or in violation of contract provisions, gives STC the right to disconnect the service immediately and take legal action to safeguard its rights.
    20. In case STC reduces or amends any of its service tariffs, the Client shall have the right to request applying the new tariff, and STC commits to inform the Client of any amendments on the contracts and services terms and condition prior to 60 days of effective date of any changes.
    21. Services delivered under this contract shall not be subject to future Promotions unless otherwise stated in the promotion terms.
    22. STC shall not be considered liable for the mistakes committed by other service providers using STC's facilities or engaged with it to connect to points not directly serviced by STC, or the mistakes resulting from that.
    23. The Installation is intended for Client's use only, The Client may not assign the same to third parties without STC's written approval, and may not dispose of the same in a non-disciplinary manner; the Client shall be liable for any breach arising out of such breach.
    24. STC shall have the right to record the Client's name in the debt list in case the amounts due to STC are not paid or delayed to pay over the due date
    25. The Client should audit and check the validity of each bill related to the service/services provided to it. In case a mistake is discovered, Client shall have the right to object to such error by a formal complaint sent to STC not later than 60 days from the bill issue date.
    26. In case of penalty application, penalty calculation shall be in accordance to CITC penalty regulations and the following penalty calculation logic unless otherwise specified in the Specific terms: If the Client decided to terminate the contract before minimum commitments period expires, the Client must pay the minimum of the two penalty calculations as below:
      • (Recurring Monthly Fee * Remaining months in the contract)
      • (Discount Value * Number of months passed before termination / total contract period in months)
    27. Devices provided under this contract will be subject for 2 years manufacturer warranty; the warranty shall not cover client device misuse, damage, or abuse, during the warranty period, STC shall, in case a breakdown occurs, repair the device or replace it with the same or similar type to operate the service as required. STC shall have the right to directly instruct the Client to the authorized agent of the device to make the necessary maintenance during the warranty period. In case there is a fault resulting from misuse or negligence, STC shall have the right to request the client to pay a compensation equal to the value of the damage.
    28. The Client shall be responsible for protecting the devices provided by STC from viruses and parasitic or dangerous software that may adversely affect their devices.
    29. Demarcation delivery of STC services is Client CPE; As No Router is provided part of the delivery, unless Client subscribes for managed Router or similar services.
    30. STC shall have the right to restore the devices\ equipment provided to the Client upon cancelation or disconnection of service due to non-payment, and STC has the right to apply a penalty on client for the equipment costs in case of client reject to return these equipment, or STC could not access client’ site for collection due to client resistance.
    31. In case the Client wishes to terminate the service before the expiry of the duration of the contract, the STC is entitled to collect exit fees (incurred costs) as per STC policy and conditions applied in this case, and client shall be exempted from such costs in case STC fails to provide the services in the agreed time.
    32. In case the Client requests additional services where it is necessary to add a new peripheral unit\ equipment, the client shall pay the value of the new device.
    33. The Client shall use the services on the CPE peripherals provided by STC if applicable.
    34. The Client shall pay the value of the peripheral unit CPE provided by STC (if applicable on full or monthly installment).
    35. If the Client request additional Services that mandates additional peripheral, the price of the peripheral will be charged.
    36. Package\ bandwidth change policy: in case Client request to change package\ Bandwidth, STC is entitled to collect change fees.
    37. In case of Client requests reallocation of a service, re-allocation Fees may apply.
    38. STC shall have the right to suspend or terminate the service provided to a Client in any of the following cases:
      • If the financial bond requested by STC is not provided in the cases where the bond is requested.
      • If the Client does not comply with the provisions of the deferred payment agreement (installment) as per STC's scheme of deferred payment applied in this respect.
      • The Client breaches any of the terms and conditions set out in this document or the Terms of Service Document by CITC.
      • The Client does not pay the payments due to STC as per any of the articles of the Service order form unless such payments are disputed.
      • If the Client does not respond to update its data when requested to do so, or when it is proved that he has submitted false or counterfeit information or data to STC.
      • In case of dissolution bankruptcy.
      • If the unrepeated fees exceed the credit limit amount.
      • If the suspension or cancellation is requested by CITC or any other competent authority.
      • Suspension or termination of the service for any reason does not exempt the Client from payment of any due amounts for STC.
    39. By signing this Contract (Service order form), the Client acknowledges the validity of information herein contained and agrees on all conditions and provisions related to service supply.
    40. Penalty calculation Method:
      • Fiber\ Copper; CPE peripheral.
      • In case of providing free of charge CPE, a full CPE price will be charged.
      • In case of providing CPE on installments base, remaining installments will be charged.
    41. in case of installation of Microwave Solution circuits, the minimum commitment period shall be one Gregorian year. In case of early termination of Microwave solution before completing one year from installation date, the Client shall be subject to a disconnection fee of 2,500 SAR.
    42. The Client has the right to request suspending the service for a period of not more than Three (3) months and shall pay the repeated fees of the suspension period.
    43. The Client has no right to claim any refund form STC for installation fees of services that are cancelled due to non-payment or as or client request, except for non-recurrent charges of disputed calls.

    44. Terms and conditions specific for Satellite/VSAT Services (SAT family)

        1. Device One Time charges (OTC) will be according to speed (bandwidth).
        2. Speed Upgrades policy: Bandwidth upgrade within same group of package will not apply new OTC, whereas any upgrade going to higher bandwidth group will require full device price & installation OTC.
        3. Speed Downgrade Policy: No fees if Client wants to downgrade bandwidth.
        4. If Client wants to dismantle the Satellite equipment, there will be dismantled fees applicable per each site. No fees if Client just wants to cancel the service without dismantling of Satellite equipment. Except for SAT PtP where for disconnection, dismantling charges would be applied for both the sites.
        5. Condition to order SAT IP, main IPVPN circuit must exist for the same Client
        6. SAT PtP: in case of Client requests to disconnect the service before completing the minimum commitment period, a penalty of one-month MRC applies.
        7. For SAT Net : Dynamic private IPs will be provided by VSAT Modem for users at sites
        8. The client must provide proper indoor and outdoor location for Satellite equipment including suitable rack space for Satellite Modem and suitable line of sight along with UPS power supply for equipment.
        9. Proper path to be provided for routing IFL cable between indoor Satellite modem and outdoor satellite antenna.
        10. All Satellite services CPEs are with one-year standard warranty against manufacturing fault in the device. Warranty doesn’t cover any damages might occur due to Client site issues like power, physical disturbance, electrical outages, force measure conditions.
        11. For relocation of services, two times the amount of installation will be billed for each site, as this will have dismantling at old location and installation at new location. This will have service downtime during activity
        12. Civil work; Power, grounding, lightning protection, or any extra civil and electrical work is the Client’s responsibility.
        13. Service Suspension is charged at full price on VSAT Services, weather based on client request or forced due billing.
        14. The Client acknowledges that the purchased based on this form is a joint product of STC & STCS wherein STC is selling and is responsible for Satellite bandwidth with availability and STCS is selling and is responsible for Installation services, SLA, Internet for SAT Net, devices and STC will be acting as a collection agent for the services on behalf of STCS.
        15. Each party is responsible for [damages/ default/ malfunction/ down time], as per scope of work as defined in above clause.

      Specific Terms and Conditions for Managed Router Services:

        1. Minimum contract period is one year, In the event of early termination; STC shall bill the Client for the entire amount of the remaining months in the term immediately and the remaining installment of the Router device if applicable.
        2. The contract will be renewed automatically for one year, unless Client notifies STC (2) two months prior end of service date of his intention not to renew or to cancel service, if Client fails to notify STC and he requests cancellation, then penalty applies
        3. The Monthly Recurring Charges reflects Client Router Monitoring and Management on 24X7
        4. This form is an official request to order Managed router service on top of the connectivity service and the STC team will communicate with the Client to do a site survey to capture all the requirements from Client location including all additional services, as a result of that the Client will receive a clear proposal for MRS Service.
        5. For remote visits over 100km from main cities, there will be an additional charge of 650 SAR per site visit.
        6. STC standard is providing cable up to 30 meters from STC cabinets to Client CPE.
        7. Extra charges will be applied if exceed 30 meters or Client request internal wiring add-on service.
        8. All router devices provided by STC will be sold with the benefit under manufacturer/supplier warranty
        9. Client subscription for Maintenance service shall include technician visit to Client premises and will cover physical parts and labor necessary to maintain the Router in the good operating condition in accordance with the manufacturer’s specifications for the router. Maintenance Repair and replacement parts may be new or reconditioned to be the functional equivalent of new.
        10. The client can request to get an access to the MRS dashboard to review his managed connectivity circuits
        11. Router Device price and setup fees might vary dependent on the offered Speed, Whereas any upgrade going to higher bandwidth group will require full device & installation OTC will be subject to extra charges.

      Specific Terms and Condition of Al Hatif Services

        1. The Client shall be liable for paying the fees of all dialed calls made using the Client phone regardless of how the call was made.
        2. STC shall be entitled, in exceptional cases (such as the Client's incurring of large amounts of money for international calls when the amount of the bill reaches the credit limit of the Client before the normal date of issuing bills) to request the Client to make immediate payment after being furnished with a partial bill of the due fees. STC shall stop the dialed calls and only allow received calls, emergency calls, and STC's own call numbers until the bill is issued and payment is made.
        3. If the Client exceeded the package\ bundle usage, Client will be subject to usage payment up to usage credit limit, if exceeded the outgoing calls will be barred temporarily till payment adjustment.
        4. Minimum contractual period of Audio Conference shall be four months. It shall be automatically renewed unless the client requests to disconnect the service.
        5. Minimum contractual period of business bundles service shall be one year, It shall be automatically renewed unless the client requests to disconnect the bundle
        6. The minimum contractual period for Jood Ammal bundles shall be one year, Penalty applies in case of early termination equals to 3 Months subscription fees (full price list).

      Specific Terms and Conditions for DID (Direct Inward Dialing) –DOD (Direct Outward Dialing):

        1. Minimum contractual period DID\ DOD contract minimum contractual period of one year.
        2. The client's Private Branch Exchange (PABX) must be compliant with STC
        3. STC shall have the right to change or amend the connection channel without the client's consent.
        4. When provisioning the service in the Public Branch Exchange, the client shall be responsible for PABX setup and branches connectivity.
        5. In case of non-connection with Client PABX, the client shall be granted no more than a 14-day time limit. After such time limit, the service shall be billed without the client's right of objection.
        6. The client must comply with the band of numbers assigned by STC, in case Client uses band of Numbers from another operator, STC is entitled to collect extra fees, including but not limited to setup fees of bands, dialed calls by such numbers.
        7. STC shall not issue bills of sub-connections. In case the client wishes to do so, Client must purchase the Call Detail Records (CDRS) of its own account.
        8. The client shall determine the number of the necessary internal connections expected to be installed, within one year, if Client Fails, STC will not be liable of any collateral consequences due to such failures by the client.
        9. In case of reallocation requested by the Client, fees will apply. In case the reallocation is outside conditional limits (region, coverage, etc.) service shall be terminated, Service penalty may apply as per contract.

      Specific terms and Conditions for Mobility Services:

        1. The Client shall be liable for paying the fees of all dialed calls made using the Client phone regardless of how the call was made, and he Client shall not pay the fees under dispute till the dispute is settled, and Client shall pay the undisputed amount specified in the bill.
        2. STC shall be entitled, in exceptional cases (such as the Client's incurring of large amounts of money for international calls when the amount of the bill reaches the credit limit of the Client before the normal date of issuing bills) to request the Client to make immediate payment after being furnished with a partial bill of the due fees. STC shall stop the dialed calls and only allow received calls, emergency calls, and STC's own call numbers until the bill is issued and payment is made.
        3. The Client has the right to request suspending the service for a period of not more than twelve (12) months and shall pay the repeated fees of the suspension period.
        4. Value Add-on features are subject to the Service terms and conditions.
        5. In case of roaming, fees of using other country networks or other local networks are subject to extra charges as per STC roaming tariffs.

      Terms Related to Business QuickNet:

        1. In accordance with the provision of this service, the company is not responsible for the user to download any software containing viruses, trojans, or any software with malicious code on mobile or fixed devices.
        2. When the customer subscribes to one of Business QUICKNET packages (1 month, 6 months, 12 months), the customer shall be bound by the contract term and is subject to cancellation by penalty as cancelation fees.
        3. When the customer cancels Business Quicknet (6 months, 12 months) before completing the contract, the customer is obliged to pay the penalty as cancelation fees.
        4. QUICKNET is established for personal use and customer may not give or assign to third parties without the company's consent or dispose of it in an irregular manner and promise to cancel it when it is not needed.
        5. Upon subscription of QuickNet packages, If Client breaches the minimum commitment period of the contract, the client will be subject to a cancellation penalty:
        6. • Penalty formula = remaining device charge + 2 Monthly recurring charge
        7. All terms, conditions and penalties for Business Quicknet contracts have been read and approved.

      Special Terms for Smart Devices Packages:

        1. The Client acknowledges that the device purchased under this Contract is subject to the STC's marketing offer. In the event of Client request to stop this offer before the completion of the Contract (whether canceling the line, canceling the package or moving to another operator) the Client shall be subject to additional charges to STC, and STC is entitled to use the methods it deems appropriate to collect the amount.
        2. In accordance with the provisions of this service, STC is not liable for the user to download any software containing viruses, Trojans, or any software with malicious code on mobile or fixed devices.
        3. The provision of the Service shall be subject to the provisions of the Telecommunications Law, its regulations and the related terms of service issued by STC and approved by the Communications and Information Technology Commission.

      Terms Related to Enterprise Mobile Management (EMM):

        1. The provisions of the Terms of Service Document shall apply to the service providers of Enterprise Mobility Management (EMM) as in case no specific terms are stated in this Contract.
        2. The minimum limit of the service agreement is 3 years for Single Tenant EMM and 1 year for Multi-tenant EMM.
        3. In case of STC investment to rollout facilities to serve the client, other terms and condition shall be applied
        4. The Client shall be responsible for setting up and maintaining extensions, connections and terminal devices and equipment located within Client site and related to the provided service, unless these terminal devices and equipment provided by STC, where STC bear responsibility of their maintenance.
        5. The Client shall use the services on the number of devices as subscribed under this agreement
        6. The Service Agreement (Service application) shall come into force as of the date of form sign off by Client, Service billing will be as of the service start date.
        7. Should the Client wish to end the service, then the Client shall undertake to pay the charges due. The Client shall be exempt only if STC could not deliver the service and activate it at the required time agreed between STC and the Client.
        8. Penalty charges are based on the time remaining in the contract period:

        9. Penalty 4 MRC 3 MRC 2 MRC