By Using the Service you will be deemed to have accepted these terms and conditions

1. Definitions & Description
   Access: The capability of receiving and making standard voice calls to fixed and mobile numbers and sending and receiving SMS, and MMS messages nationally and internationally. The charges for access shall depend on the Plan chosen by the Customer.
   
   Activation: The process of giving the Customer access to Services on the Nawras Network.
   
   Charges: The charges payable by the Customer to Nawras (on a prepaid basis) in accordance with the Plan for:
   (a) Access;
   (b) Value Added Services; and all other miscellaneous charges set out in the Plan (including, without limitation, the Monthly Fee). Such Charges may include miscellaneous costs payable for matters such as number change requests, SIM replacement or transfer.
   
   Content Services: Those Services that involve the access, use, uploading, downloading and/or sending of content or material.
   
   Customer: Means the customer to whom these Terms and Conditions apply and who is connected to the Nawras Network. It includes any person whom Nawras reasonably believes is acting with the Customer's authority.
   
   Device: A mobile telephone, mobile enabled device or data card, which is type approved by the TRA and is suitable for connection to the Nawras Network.
   
   Electronic Recharge: The electronic recharge service provided by Nawras for transferring credit between Nawras prepaid mobile telephone accounts.
   
   GPRS: General Packet Radio Service (a Value Added Service).
   
   MSISDN: The telephone number linked to the SIM.
   
   Monthly fee: A fixed amount of money that is deducted from the Customer account every month. The Monthly Fee may apply to the Customer, depending on the Plan.
   
   Nawras: Means Omani Qatari Telecommunications Company SAOC, a closed joint stock company formed under the laws of Oman with commercial registration number 1/77152/3 and authorised by licence dated 19 February 2005 to operate basic public mobile telecommunication services in the Sultanate of Oman.
   
   Nawras Network: The technical communications system operated by Nawras by which Nawras makes the Services available in Oman.
   
   Nawras Website: The website located at www.nawras.om.
   
   Personal Identification Number (PIN): The four digit personal number issued to Customers upon the purchase of a new SIM.
   
   Personal Unlocking Key (PUK): The eight digit personal unlocking code issued to Customers upon the purchase of a new SIM along with the PIN. This number is used to unlock the SIM.
   
   Plan: Means the Charges and Services plan offered by Nawras and selected by the Customer, and any amendment thereto made by Nawras pursuant to these Terms and Conditions and published on the Nawras Website.
   
   POS: Means point of sale.
   
   Recharge: Means the Customer adding credits to the Customer account through the purchase and activation of a Recharge Card, use of Electronic Recharge or by any other method chosen by us and approved by the TRA from time to time.
   
   Recharge Card: Means cards of different value bearing a secret recharge number which, when revealed by the Customer and entered into a Device with a prepaid SIM, will credit an amount of money and validity time to the Customer account.
   
   Roaming: A Service that allows the Customer to use the Device on other foreign or domestic operators' networks other than the Nawras Network. Charges for Roaming both nationally and internationally are listed on the Nawras Website.
   
   Services: Means all the services that are offered by Nawras to the Customer (as set out in the Plan) and anything else Nawras provides to its Customers in connection with those services from time to time. These may include Value Added Services provided or procured by Nawras for the use of the Customers.
   SIM: The subscriber identification module or SIM is a card used to prove the Customer identity to the Nawras Network and allows access to it. The SIM card also includes storage space for personal information, such as SMS messages and a phonebook and other Value Added Services.
   
   SMS: Receiving SMS messages and sending SMS messages to mobile numbers from Omani operators. The Charges for SMS messaging are set out in the Plan.
   
   TRA: means the Telecommunications Regulatory Authority established under the Telecommunications Regulatory Act (Royal Decree 30/2002) inter-alia to regulate the telecommunication systems and services in the Sultanate of Oman.
   
   Validity period: Is the period during which the Customer has all the Services available. If the Customer account is not recharged during the defined validity period the Customer account will be blocked from all outgoing chargeable actions.
   
   Value Added Services: Means Services other than Access and SMS messages (TXT) such as Content Services. The Charges for Value Added Services shall depend on the Plan chosen by the Customer.
   
   'We', 'us' and 'our' means Nawras; and
   'You' means the Customer.
   
   The Plan and Charges contain explanations, definitions, notes and conditions which form part of these Terms and Conditions. A copy of the Plan and Charges are available when you purchase your Device and/or SIM and may be obtained by visiting our website www.nawras.com.om. All services, offers and promotions are subject to additional terms and conditions, as approved by the TRA and advertised in our marketing literature, POS and on our website www.nawras.com.om.
    

2. Change of terms & conditions and change of Numbers
   Nawras has the unilateral right to make all and any changes to these Terms and Conditions from time to time and Nawras will update such changes (upon the prior approval of the TRA) on the Nawras Website and the Customer accepts any and all amendments made by Nawras to these Terms and Conditions immediately, if the change is in favour of the Customer, or after 30 days of being notified.
    

3. Fees and charges
   You pay for the Service through Recharges. Nawras has the right to amend the Plans and/or Charges from time to time (upon the prior approval of the TRA) and Nawras will notify Customers of such changes by providing reasonable notice. Updates regarding Plans and/or Charges for products and Services will always be available on the Nawras Website as will the latest version of these Terms and Conditions. Nawras may levy reasonable additional administrative charges for administrative matters requested by the Customer.
    

4. Registration of Customers
   Nawras is legally obliged to maintain and validate the personal details of all its Customers. When registering for the Services, the Customer will undertake to provide the correct name, address, date of birth (“Customer Personal Information”) and valid identification card number/passport number. Customers must also provide whatever proof of identity that Nawras considers reasonably necessary from time to time and Nawras must have sight of the original document from the Customer. Nawras agrees that is shall not disclose such Customer Personal Information to third parties for any purpose (save in connection with or as permitted by these Terms and Conditions) without the Customer’s prior consent. Visitors (person having no Omani ID or labour Card) must show their passport in one of Nawras' retail outlets before Activation can be completed.
    

5. Confidentiality
   Without prejudice to the reasonable requests of the Public Prosecution and under the laws of Oman, access to Customer Personal Information will only be permitted by Nawras in the event that:
   
   (a) access to such confidential Customer information is necessary as per the Criminal Procedure Law 99/97; and
   
   (b) internal Nawras guidelines approved by the TRA for the handling of confidential Customer information are complied with.
   
   Notwithstanding the above, You authorise us to use and disclose, in Oman and abroad, information about you (including Customer Personal Information), your use of the Service (including, but not limited to, phone numbers/email addresses of calls, texts and other communications "Communications" made and received by you and the date, duration, time and cost of such Communications), how you conduct your account and the location of your Device for the purposes of operating your account and providing you with the Service, or as required under law, or to debt collection agencies. You agree that the information may be used by other parties for crime and fraud detection and prevention.
    

6. SIM
   Any SIM supplied by Nawras to its Customers remains the property of Nawras. It is the Customer's responsibility to keep it safe. Nawras will replace a SIM found to be defective by reason of faulty workmanship or design free of charge but Nawras will charge the Customer for renewing or replacing a SIM in any other circumstances.
    

7. MSISDN
   All assigned MSISDNs may be altered, changed or withdrawn due to technical requirements at any time, on notice to the Customer. In case there is a dispute regarding MSISDN, the matter will be referred to TRA for resolution. No number shall be changed or withdrawn without prior notice to the Customer in any circumstances. All assigned telephone numbers are not owned by the customer and may be altered, changed or withdrawn at any time after reasonable notice to the Customer and in accordance with the numbering-plan, policy, regulations, and directives of the TRA. According to the TRA regulations, Nawras is not allowed to assign or reassign special numbers to another user without paying the applicable charges for such special numbers. Moreover, any trading of numbers by Customers shall be considered a violation of the TRA regulations / directives.
    

8. Directory and caller ID
   Unless otherwise requested by the Customer, Nawras may make appropriate directory entries of the Customer’s name and MSISDN and such information may be available from a directory service. The MSISDN of the Customer may be sent if calling emergency services. If the Device of the number called permits it, the MSISDN of the Customer will be visible on the screen of the Device of the number called. No MSISDN will be with-held by the Nawras Network unless it is approved by the TRA.
   
   Directory Services for Nawras Customers can be obtained by calling 1518. There is a charge for this service.
   
   Emergency Services can be contacted by calling 9999 or 112.
    

9. Content Services
   The Customer acknowledges that (a) the ability to use Content Services and (b) the quality of Content Services depends on the functionality of the Device used by the Customer for such Content Services and the quality of such content or material. The provision of Content Services shall be subject to the approval of the relevant authorities this includes, without limitation, the prior approval of the Ministry for Heritage and Culture. If the Customer so elects, Nawras shall not send unsolicited SMS and MMS messages, ‘SPAM’, content or material to the Customer. We will use reasonable endeavours to maintain Content Services but it may be incomplete, out of date or inaccurate and is provided on an "as is" basis.
    

10. Refunds
    Products/Devices that have not been opened (i.e. the seal or the foil has not been broken) can be refunded at the POS where the product/Device was bought within ten (10) days if returned with the receipt. Products (including SIMs and Recharge cards) will also be replaced and Devices will be replaced or refunded within ten (10) days of purchase, with a valid receipt, to the POS where the product/Device was bought if the product/Device is defective and such defect is not as a result of the misuse of the product/Device by the Customer as per the Customer's rights under Article 11 of Royal Decree 81/2002. After the expiry of this ten (10) day period Nawras will endeavour to organise the repair pursuant to the manufacturer's warranties of any defective product/Device or Nawras' reasonable discretion.
     

11. Recharge Cards
    Nawras Recharge Cards will be available in different denominations. The Validity Period can vary depending on the denomination. The secret number and the serial number printed on the Recharge Card will uniquely identify the Recharge Card. Recharge Cards with damaged secret numbers can be recharged by calling Customer Services only if the serial number on the Recharge Card is not damaged.
     

12. Electronic Recharge
    The Customer may transfer credit from its prepaid account to another prepaid Nawras customer by using Electronic Recharge. Customers must take all reasonable care to ensure unauthorised users do not use Electronic Recharge from the Customer’s mobile telephone. An instruction, once received by Nawras, to transfer credit will be irrevocable and Nawras shall ensure that the credit, if available, is transferred promptly. Nawras will not be responsible for and is not obliged to reverse any mistaken or unauthorised transactions made using Electronic Recharge. Nawras may at any time block access to Electronic Recharge or put limits on its use. Additional features may be added to the Electronic Recharge Service following approval from the TRA and the latest features will be available on the Nawras website. A small transaction fee applies to each use of Electronic Recharge, as detailed on the Nawras website.
     

13. Disconnection of Services
    Nawras shall block chargeable actions of a Customer if the Customer does not maintain useable credit on his/her prepaid account or activate a new Recharge Card before the expiry of the current Recharge Card validity period. If a new Recharge Card is not activated within a period of thirty (30) days after expiry of the previous Recharge Card’s validity period as published on the Nawras Website and no other Recharge is made during that time, then any unused balance will be cleared and the Customer will be blocked from making all outgoing communications. The prepaid Customer account can still be re-activated if a Recharge is made by the Customer within the grace period of thirty (30) days following such blocking. If a successful Recharge is not effected during the grace period of thirty (30) days following blocking, the Services will be permanently disconnected and the MSISDN withdrawn by Nawras from the Customer.
     

14. Suspension of Services
    Nawras can at any time suspend the provision of the Services without informing Customers if:
    
    (a) it is believed that the Device or the Services is/are being used in an unauthorised manner or for criminal activities; or
    
    (b) the Customer is in breach of these Terms and Conditions; or
    
    (c) Nawras is aware or has reason to believe that these Terms and Conditions have been entered into fraudulently or if Nawras is satisfied that fraudulent or improper use of the Customer MSISDN is taking place; or
    
    (d) Nawras is notified that the Customer's Device or SIM has been stolen or lost; or
    
    (e) the Customer does anything (or allows anything to be done) which may damage or affect the operation of the Nawras Network; or
    
    (f) there are any other reasons for suspension outside Nawras' control.
     

15. Services
    The Service is not available in all parts of Oman, nor in all other countries and may be restricted to certain areas within those countries where Access to the Service is possible. The Service is not fault free and it may be impaired by geographic, atmospheric or other conditions or circumstances beyond our control and you will be entitled to the quality of Service generally provided by a competent mobile telecommunications service provider exercising reasonable skill and care. If the Customer uses Services from a country outside Oman, the use of the Services may be subject to different laws and regulations that apply in that country. Nawras is not liable for the Customer's failure to comply with those laws or regulations. If we cannot provide the Service to you because of something beyond our reasonable control, we will not be liable to you for this. Subject always to the other provisions herein and excluding force majeure events, Activation, acts or omissions of third party suppliers, Recharges and customers porting in or out, if all of the Services remain unavailable for a continuous period of more than 72 hours (the "Outage"), then the Customer may be entitled to a credit, at Nawras' discretion, of the Monthly Fee on a pro-rata basis PROVIDED ALWAYS THAT the Outage is directly due to a technical problem with the Nawras Network only, which is confirmed in writing by the TRA after it has consulted Nawras' licence obligations. All disputes under this clause shall be referred to the TRA's Chairperson for resolution.
     

16. Customer responsibilities
    The Customer must:
    (a) keep confidential, and not disclose to any third party, the Customer account password or any PIN or PUK issued by Nawras permitting access to the Services;
    
    (b) not use the Services for any improper, immoral, fraudulent or unlawful purposes or for the sending of any communication which is of an offensive, abusive, indecent, obscene or menacing nature;
    
    (c) not cause, nor knowingly allow others to cause, any nuisance, annoyance or inconvenience, whether to Nawras or to any other person or entity, by any means including the use of the Nawras Network for sending unsolicited communications;
    
    (d) not act in a way, whether knowingly or otherwise, which will impair the operation of the Nawras Network or any part of it, or put it in jeopardy;
    
    (e) use only Devices approved by the TRA for use with the Nawras Network, and comply with all relevant manufacturer's advice, legislation or regulations relating to their use;
    
    (f) comply with any reasonable instructions issued by Nawras which concern the Customer's use of the Services, and co-operate with Nawras in reasonable security and other checks (which may include Nawras making phone calls to the Customer);
    
    (g) not send or upload anything that is copyright protected (unless permission is obtained) or which in any way breaches the intellectual property rights of any third party;
    
    (h) not copy, modify, store, forward, publish or distribute the Services or their content without Nawras' express permission;
    
    (i) only use content and the Services for the Customer's own personal use and not for any commercial purposes or distribute it commercially;
    
    (j) Subject to Electronic Recharges, not re-sell, re-supply or otherwise distribute the Services or Devices without the prior written agreement of Nawras. The Customer has the sole responsibility of keeping track of its employees, agents and representatives and other end users of the Services and their use of Services; and
    
    (k) except for Electronic Recharges, the Customer shall neither re-sell nor assign any part of the Services.
     

17. Customer Complaints
    Nawras takes its Customers’ satisfaction with the Services very seriously and will endeavour to respond to all communications and complaints from Customers a caring, fair, efficient and professional manner. The complaint handling procedure is available on the Nawras Website and includes details of how to make complaints in respect of nuisance or unwanted calls and messages with a clear framework for the procedures and steps to be followed. You may either telephone us or write to us with a complaint.
     

18. Limitation of Liability
    Nawras will not be liable for any loss howsoever caused whether direct or indirect and including but not limited to loss of profits or revenue, loss of use, lost business, wasted expenditure or savings that a Customer might have made in any way arising out of these Terms and Conditions, or any interruption to or failure of the Services or otherwise except in accordance with the mandatory provisions of the law.
     

19. Disputes
    The TRA has the right to consider the disputes that arise between Nawras and Customers and resolve them in accordance with the Telecommunications Regulatory Law and the applicable laws. The decisions of the TRA shall be binding on all parties and the TRA may with the agreement of the parties to the dispute refer the dispute to arbitration.
     

20. Announcements and Notices
    Notices to Customers will be sent to the address which the Customer provides to Nawras for this purpose or by SMS message to your Device. Nawras will use the Nawras Website to publish changes to products, Plans and Charges. Where stated in these Terms and Conditions that Customers are to contact Nawras in writing the following address should be used:
    Nawras
    Attention: Customer Services
    PO Box 874
    Postal Code 111
    Central Post Office
    Sultanate of Oman
    In the alternative, an email can be sent to customerservice@nawras.om

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