Salam Fiber 500

This introduction and the following provisions are part of the contract. The customer confirms that they have reviewed and accepted all service details through the company’s official channels (website/Home – Salam).

Customer Responsibilities:
The customer is fully responsible for the accuracy of the information provided, any financial or regulatory obligations arising from the service, and must notify the company of any changes.

Key Terms:

1. Company: Etihad Salam Telcom (Salam), a licensed Saudi closed joint-stock company (CR 1010206051).

2. Customer: Any individual, entity, or authorized representative using the company’s services.

3. Authority: Communications, Space, and Technology Authority.

4. Contract: This document, including all service terms and any annexes, agreed to electronically by the customer via text link, National Access Portal, or as per Authority regulations.

5. Equipment: Devices required to receive or operate the service.

6. Service(s): Any product or service provided by the company under its license, based on the customer’s request.

7. Tax: All applicable taxes added to the customer’s bill according to Saudi regulations.

• The customer confirms their legal capacity to contract and agrees to all terms.
• This contract is governed by Saudi laws and regulations, including those of the Communications, Space, and Technology Authority; legal provisions prevail in case of conflict.
• Matters not covered are subject to the Authority’s User Rights Protection Regulations or their replacements.
• In case of conflict between Arabic and English, the Arabic text prevails.
• The company may amend the contract in accordance with applicable regulations or official decisions.
• Services are provided once all requirements are met, subject to technical feasibility and company resources.
• The service is for personal use only; transfer, resale, or misuse is prohibited. Customers are responsible for compliance and proper cancellation.
• Loyalty and rewards programs may be updated or canceled at the company’s discretion, including points, rewards, validity, and conversion rules.
• Legal disputes from breaches or unpaid fees fall under the jurisdiction of Riyadh courts.
• The contract is effective from service activation.
• The company guarantees at least 70% of the subscribed speed.
• Automatic credit card payments may renew the service and deduct fees automatically.

1. The customer must not use the service for fraud, disturbance, or unauthorized advertising/marketing.

2. The customer must pay the security deposit and all dues on time.

3. The customer is responsible for all usage from their devices, including costs, regardless of who uses them.

4. Devices, equipment, and software must be used legally and as intended; the customer bears responsibility for violations.

5. The customer must comply with all software licensing and intellectual property rules.

6. Company personnel must be allowed access to the customer’s premises for installation or maintenance.

7. Terminal equipment remains company property and must be returned after service ends.

8. The customer agrees to receive notifications from the company via all channels, with the option to withdraw consent.

9. Package speeds:

1. Credit Limit & Usage:

   • The company sets the customer’s credit limit. It adjusts automatically for plan upgrades; the customer can request reductions (not below plan tariff).

   • Exceeding the limit may suspend certain services; limited restoration is possible with small payment and usage conditions.

2. Security Deposit:

   • May be required for new customers, previous defaults, or unpaid debts.

   • Refunds occur after service cancellation or 3 months if payments were regular.

3. Billing & Taxes:

   • All charges include applicable Saudi taxes; the customer is responsible for unpaid taxes.

   • Postpaid services billed monthly; fees and tariffs may change with notice.

4. Balance Transfer & Service Fees:

   • Prepaid balance can be transferred with a fee.

   • Service requests (transfer, suspension, early termination) have specific fees, as per plan and contract duration.

5. Early Termination / Contract Fees:

   • Postpaid or prepaid early termination fees depend on contract type and remaining months.

   • Suspension may extend the initial term; fees include VAT and consider equipment/installation costs.

• Service Suspension:

  • The customer can suspend the service for up to 12 months, paying 69 SAR per month.

  • If there’s a minimum contract term, it may be extended to match the suspension period.

• Service Cancellation:

  • Can be requested according to Article 8 of the contract.

• Company’s Right to Suspend or Cancel:

  • Reasons include: providing false data, non-payment after 25 or 60 days, failing to provide a financial guarantee, violating contract terms, blocking company access to the premises, no activity in prepaid services for 90 days, or heirs not updating number transfer after the customer’s death.

• Financial Responsibility:

  • Suspension, transfer, or cancellation does not exempt the customer from paying due amounts.

• Payment Upon Cancellation or Transfer:

  • All due amounts, including taxes, must be paid before switching to another provider. The company processes requests according to regulatory timeframes.

• How to Modify or Cancel Service:

  • Contact 8005000000, visit a branch, or use the company website/app.

1. Accuracy of Information:

   • The customer confirms their personal info is correct and must notify the company of any changes. The company isn’t responsible for actions based on outdated or incorrect info.

2. Use of Personal Data:

   • The company can collect and use customer data for service provision and improvement, and share it with affiliates/contractors. Service may be canceled if the customer withdraws consent.

3. Data Protection:

   • The company will protect customer data and keep it confidential, except when required by authorities.

4. Provision of Information:

   • The customer must provide any information requested by the company for account setup, review, or management, including identity verification.

5. Credit Information & Payments:

   • The company can exchange credit info with accredited credit bureaus. The customer agrees to enroll in the “Instant Payment” service.

6. Delinquency & Consequences:

   • Failure to pay within 60 days (unless disputed) can result in being listed as a delinquent customer. Non-payment after 75 days allows the company to take legal or regulatory action.

• Filing Complaints:

  • Customers can file complaints within 60 days of the event or invoice. Complaints can be escalated if not resolved within 5 days or if unsatisfied with the response.

• How to Submit:

  • Via phone (8005000000 inside KSA, +9668005000000 outside), company branches, website, app, or official social media accounts.

• Compensation:

  • If service quality standards are not met, compensation is provided according to the company’s published settlement mechanism.