Welcome to Safaricom
These Terms and Conditions govern and provide information on
the Use of Prepay Products and Services and constitute an
agreement between You (Customer) and Safaricom when you Use
these Products and Services.
Definition
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“A Person with Parental Authority” means the birth parents
of a minor, a legal guardian of a minor, or another person
who can demonstrate legitimate authority over a minor’s
affairs.
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“Consumer Code” means a Code of conduct which reflects the
rights of our Consumers when using our Products and
Services, and the process to follow when they are unhappy
with our Products and Services and how we serve them.
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“Minimum Airtime Credit” means the minimum airtime balance
that you should have in your account to successfully access
our Products and Services. This includes, for example,
making a call, sending Short Message Services (SMS), and
using data.
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“Minor” means a person under the age of eighteen (18) years.
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“MSISDN” means the mobile number issued to you after you
successfully register on the Safaricom (our) network. This
number is unique to you and shall be the number that we
identify you with.
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“Network” means the public telecommunications system
operated and made available by Safaricom to enable you to
Use our services.
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“Prepay” means Product and Services which require you to pay
in advance to Use such Products and Services.
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“Products and Services” means basic voice, SMS, data, voice
mail, international dialing, international roaming, and/or
any other product and services that Safaricom makes
available to you from time to time.
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“Regulatory Authority” means the Ethiopian Communications
Authority or any similar authority that is established in
the future to perform or take over the functions of the
Ethiopian Communications Authority.
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“Safaricom” means Safaricom Telecommunications Ethiopia PLC.
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“SIM Card” means a card allocated to you to be inserted into
your phone. The card contains your mobile number and allows
You to Use our Products and Services.
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“Tariffs” means Safaricom’s charges for Use of the Services
and will include the underlying terms and conditions
relevant to the Products and Services as varied from time to
time.
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“Tariff Guide” means a guidance catalogue of Products and
Services and charges as published from time to time.
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“Use” means, the making of any chargeable outbound calls,
sending chargeable SMSs, accessing data services,
re-charging of your account, and for any other Use or access
to the Products and Services, in general.
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“Value Added Services” (VAS) means add-ons to Products and
Services such as music, gaming, videos.
ACCEPTANCE AND COMMENCEMENT
These Terms
and Conditions shall begin to apply to you after you
successfully register on our Network as a customer and Your
SIM Card is activated; and shall continue to be binding on you
for as long as you continue to Use our Products and Services.
USE OF PRODUCTS AND SERVICES
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Safaricom will make reasonable efforts to always make
available the Products and Services to you. However, please
be aware that the Products and Services may not always be
available due to events beyond Safaricom’s control, such as
acts of God, an act of government or regulatory authority,
war, riot or civil commotion, interruptions for maintenance,
or due to electricity outages which may sometimes affect the
quality and availability of Products and Services. In such
cases, Safaricom will not be responsible for any harm or
damage to you.
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Use of our data services may be controlled from time to time
by limiting the volume or speed or duration of downloads to
facilitate fair use of the Products and Services by all
customers. This is done to stabilize the network and ensure
all other customers within the area are receiving service at
an acceptable speed.
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To Use our Products and Services, you must have Minimum
Airtime Credit on your Sim Card. This amount will depend on
the Products and Services that you want to Use. This will
not apply to calls made to Safaricom’s Call Centre and any
other toll-free numbers. Such calls shall be free.
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Safaricom will not allow any “proxy registration” of a SIM
Card for another person, except registration of SIM Cards
for and on behalf of Minors or any person which the law
allows for management of his/her affairs by another person
under a Power of Attorney or any other legal instrument
under the laws of Ethiopia. When onboarding a Minor, a
Person with Parental Authority may open and maintain an
account in their name for and on behalf of the Minor until
the Minor becomes eighteen (18) years. A similar process
shall be followed by any person who is legally empowered to
act for and on behalf of another person. In each case,
Safaricom reserves the right to verify the authenticity of
the Parental Authority, Power of Attorney, or any legal
document presented to it.
YOUR RESPONSIBILITIES AND COMMITMENTS
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You agree to comply with all other relevant guidelines
and/or policies that Safaricom may issue from time to time
regarding the Use of the Products and/or Services.
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You agree to abide by these terms and conditions and any
laws that apply to you for registration of your SIM card and
your Use of the Products and Services
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You will not Use the Products and Services for any purpose
that causes a nuisance or is abusive, offensive, illegal,
fraudulent, or for any activities that are criminal under
the laws of Ethiopia.
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You will not sell the Products and Services without
Safaricom’s permission in writing.
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Safaricom may provide access to and/or offer the services of
third parties such as Value-Added Services from time to
time. Safaricom shall clearly communicate the terms and
conditions which apply to the services. It is your
responsibility to read and understand the terms of such
services before you Use them. Safaricom will not in any way
be responsible for any loss, nuisance, or damage that may be
suffered by you concerning such services.
SIM CARD AND NUMBERS
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The mobile number allocated to you will always remain the
property of Safaricom and is issued to you together with the
SIM Card, subject to these terms and conditions:
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If Your SIM Card is lost, damaged, or stolen, you must
immediately contact Safaricom at our nearest retail
store or the Call Centre by calling 700. Safaricom will
then, upon verification of the original registration and
the ownership of the SIM Card, lock the SIM Card to
prevent further usage of Products and Services being
made from your MSISDN and make any necessary
arrangements for you to buy a replacement SIM Card.
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You will be responsible for all usage charges up to the
time of locking of the SIM Card by Safaricom following
the process outlined in Clause 5.1.1 above.
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Safaricom may charge you a reasonable administrative fee for
replacing and delivering the replacement SIM Card. The fee
shall be available on our website at
www.safaricom.et, our
retail stores or Call Centre.
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Safaricom may offer you the opportunity to select the
desired number (“Golden Number”). However, please note that
the Golden Number will depend on the availability of the
preferred number and there are different Tariffs for each
Golden Number category. You can find out the Tariffs for the
Golden Number you want from our website at
www.safaricom.et ,our
retail stores or Call Centre.
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You may also reserve your existing number such that it is
not terminated when not in Use in line with Clause 9.5. A
reasonable fee will also be applied for this service. Please
visit our website at
www. safaricom.et, or
our retail stores or call our Call Centre to find out about
this service and applicable Tariffs.
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If Safaricom is forced to change or reassign your MSISDN to
meet regulatory requirements or other legal requirements, we
will attempt to notify you of this requirement with no
liability to us.
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Your mobile number will always be identifiable when calling
991 or 112 or any other emergency assistance number.
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In the case where we have a facility/service which
eliminates the presentation of your number (i.e., for calls
other than emergency calls), Safaricom may charge you a
reasonable fee for such a facility. Please visit our website
at www.safaricom.et,
our retail stores or call our Call Centre to find out about
this service and applicable Tariffs.
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For your protection, you must keep confidential all personal
identification or security numbers relating to your Use of
the Products
and Services. This applies to your SIM
Card and/or mobile or any other device.
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The numbers and codes that Safaricom allows you to Use the
Products and Services will always remain the property of
Safaricom.
INTERNATIONAL ROAMING
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International Roaming allows you to Use the Products and
Services when travelling outside Ethiopia.
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Access to International roaming networks will depend upon
the arrangements between the foreign network operators and
Safaricom and as such, the service will only be available in
certain foreign countries. We will provide a list of
countries that you will be able to roam on our website at
www.safaricom.et, our
retail stores, or upon your request to the Safaricom Call
Centre.
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We do not have full control over your International Roaming
Tariffs. We only have control over our International Roaming
tariffs set out
in our Tariff Guide. The total charges
applicable to International Roaming services come from the
International Roaming network (which may include a minimum
charge) plus Safaricom’s charges at the prescribed rates set
out in the Tariff Guide. Please make sure that you have
sufficient credit to enable you to Use the International
Roaming service.
CHARGES AND PAYMENTS
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You will be responsible for all the applicable Tariffs for
using the Products and Services whether the Use of the
Product and Services occurred through you or someone else
with or without your authority or knowledge.
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Our Tariffs will be listed in the Tariff Guide. We will
publish rates on our website at
www.safaricom.et, our retail stores and by text message at the customer’s
request.
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Our Tariffs include Value Added Tax as well as any other
taxes which apply to communication in respect of the
Products and Services.
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We may change the Tariffs and Tariff Guide from time to
time. When this happens, we will publish the changes on our
website at
www. safaricom.et and
will make reasonable efforts to tell you about the changes
in any other way available to Safaricom including SMS, email
or at retail stores, as applicable.
BILLING
Upon Your request in writing, we
will provide you with your billing information in paper or
digital format, either by e-mail or SMS.
SUSPENSION AND DEACTIVATION OF THE SERVICE
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Safaricom may suspend, restrict, or terminate the provision
of some or all the Products and Services without informing
you and without any liability under the following
circumstances:
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If Safaricom becomes aware or has reason to believe that
your Use of the Products and Services is unauthorized,
unlawful, fraudulent, or contrary to these terms and
conditions.
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If there has not been the Use of the Products and
Services for a period of over one hundred and eighty
(180) days.
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If you notify us that your SIM Card has been lost or
stolen.
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If you do anything (or allow anything to be done) which
may, in Safaricom’s view, damage or affect the operation
or security of the Products and Services; and/or
- or reasons beyond Safaricom’s control.
Safaricom will, where possible, try to inform you that such
action is or may be taken.
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Where your SIM Card has been deactivated permanently, any
credit balance in your account will be forfeited.
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Where Safaricom has suspended or restricted access to the
Products and Services for any of the reasons under 9.1, any
reconnection will be at Safaricom’s discretion, and a
reconnection fee may be charged. Please visit our website at
www.safaricom.et, our
retail stores or call our Call Centre to find out about this
service and applicable Tariffs.
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Following the deactivation of your SIM Card, Safaricom
reserves the right to recycle the mobile number and make it
available for sale to another customer. Safaricom will not
be liable to you for the deactivated number.
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Where you ask us to reserve your number such that it is not
terminated for not being in Use, such number can only be
reserved for up to twelve (12) months from the date of
notification. Thereafter, it will be terminated after one
hundred and eighty (180) days of no activity or no notice to
further reserve the number.
RECHARGES
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You may recharge your account at any time via:
- SMS- send the Airtime Pin via SMS to 705
- IVR (Interactive Voice Record) - Call 705
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USSD (Unstructured Supplementary Service Data) - Dial
*705# and follow the prompts
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The balance included in your Prepay Plan is available for
you to Use for two hundred seventy (270) days (the “Validity
Period”).
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You must recharge your account to extend the Validity Period
of your airtime validity period.
GENERAL
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Safaricom will inform you about any changes to these terms
and conditions within a reasonable time, by publishing the
changed terms and conditions on Safaricom’s website at
www.safaricom.et or in
any other relevant way available to it, including by SMS and
voicemail.
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If there are any differences between the printed version of
these terms and conditions and the online version available
on Safaricom’s website at
www.safaricom.et, the
online version will apply.
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The Products and Services which you Use have specific terms
and conditions published on our website at
www.safaricom.et conditions and any other
product-specific terms and
conditions, the product-specific terms and conditions will
apply to clarify the difference.
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We shall protect and keep your personal information and
communication private and shall not disclose it to any
unauthorized persons. We shall also only process your
information in accordance with the law. How Safaricom
processes your personal information is detailed fully in our
Privacy Policy, which is on Safaricom’s website at
www.safaricom.et or
available in our retail stores upon request.
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Safaricom will not be liable for any loss or damage
(including indirect loss) relating to the Products and
Services, except for any liability accepted by law.
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If any term or condition set out here is not valid or cannot
be enforced for any reason, this will not affect the
remaining terms and conditions, which will still apply.
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Failure by either Safaricom or you to enforce any rights
under these terms and conditions will be without prejudice
to any available legal remedies.
LAW AND DISPUTE RESOLUTION
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These terms and conditions are subject to and governed by
the laws of Ethiopia.
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Depending on the nature of your complaint, Safaricom aims to
resolve it as soon as practically possible to give you a
better customer experience as our valued customer. In this
regard, Safaricom will endeavor to respond to complaints
promptly and give feedback to customers within seven (7)
working days.
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For a detailed process on how we will handle Your complaint,
please check our Consumer Code. The Consumer Code is
accessible on our webpage at
www.safaricom.et, our
retail stores or the Safaricom Call Centre.
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All disputes which cannot be mutually settled between us
will be referred to the Regulatory Authority in line with
the applicable law.