1. Our Agreement

1.1 You accept the terms of this Agreement (the “Terms”) starting from first date you activate and will continue unless terminated in accordance with the terms of this Agreement. If you are below the age of (15) years Hijri, your parent or guardian will be responsible under this Agreement.

1.2 The Acceptable Use of Service Policy forms part of these Terms. Our Privacy Policy governs the collection and use of your personal data and is available separately on our website.

1.3 Beyond ONE is a Mobile Virtual Network Operator (MVNO) and relies on the network infrastructure of Saudi Telecom Company (STC) to provide its services.

2. Providing you the Service

2.1 You can subscribe to the Service through your iPhone or Android devices via apps downloaded from the Apple App Store or the Google Play Store. We will engage with you through the mobile apps, including payment by credit card/debit card, electronic pins and customer support.

2.2 You can purchase eSIM cards and it services via Beyond ONE ’s Websites only.

2.3 When using the Services, Application, and/or Products, you agree:
(a) To pay your bills on time (post-paid).
(b) Not to use the Service, Network, Website, Application, or the Products for any illegal, unlawful or improper purpose.
(c) Not to sell, re-sell or commercially exploit our Services or Products in any way.
(d) Not to upload or transmit through the Website, Application, Products and/or the Services any material which is defamatory, offensive, of an obscene character or any computer viruses or anything else designed to interfere with, interrupt or disrupt the normal operating procedures of a computer.
(e) To comply with all laws and regulations.
(f) To comply with all of the terms of this Agreement and to follow our reasonable instructions and requests.

2.4 If You fail to comply with any of Your responsibilities under this Agreement then we may take appropriate actions including suspension or limitation of services in accordance with CST-approved procedures.

2.5 The Services provided are subject to the rules and regulations of the CST (www.cst.gov.sa). CST “Terms of Service of Mobile Telecommunication apply to this agreement.

2.6 Factors outside of our control can affect the quality and availability of the Services. For example, weather, weak signals, unexpected damage, maintenance, upgrades to the network. Where possible, we will advise you in advance of any interruptions or unavailability.

2.7 You are responsible for all Charges which result from accessing the internet, other data networks, websites, resources, software or content through the Services. Such access shall be at your own risk, and we will not be responsible for any content that is accessed unless we are providing the content.

2.8 You can activate your SIM and choose a new number using the Application. You can also transfer your existing number or port-in from your existing telecom provider if allowed. If you are allowed to port-in then you agree to provide us with full and accurate information we request from you to facilitate the port-in. Please remember that you are still responsible for all outstanding charges due to your previous telecom provider for any services they provided to you.

2.9 We reserve the right to change, suspend, or reassign your phone number if required by law, by CST, or if your account is closed or remains inactive, in accordance with CST regulations. If you are porting in and fail to settle verified charges with your previous provider, and no dispute is pending, we may take necessary action under CST guidelines.

2.10 The Company will take all necessary measures to ensure the security of your communications in accordance with applicable laws and regulations. You must keep any PIN or password assigned to you secure and not share it with anyone else. If you believe your login information has been compromised, you must notify us immediately so we can take the necessary actions

2.11 If you choose a product/service that includes a device, you commit to maintaining service with the company for 18 billing cycles starting from the activation date of the service in exchange for the device. A fee of 31 SAR will be charged for each remaining billing cycle if cancellation occurs before the commitment period is completed. In case of non-compliance, the company reserves the right to collect the remaining amount of the device’s value directly.

2.12 If you choose a product/service that includes a device, the device warranty and maintenance centres are at the device dealer.

2.13 when you purchase a Vanity Number, you agree to stay subscribed to Beyond ONE services, for the contract period associated with your chosen number category. If you cancel your subscription early, an early termination fee will apply based on your Vanity Number category, as outlined below in accordance with the regulations and laws in force by the CST:

3. Prepaid Account

3.1 If you choose a Prepaid Plan you will need to recharge your account to use our Services.

3.2 If your balance reaches zero, you’ll still be able to receive calls, but you won’t be able to make calls or use other services until you recharge, except to call our Customer Services or emergency services.

3.3 If you don’t recharge your account or use your line for (90) consecutive days, your account may be closed and your mobile number may be reassigned, in line with CST regulations.

3.4 We will deduct charges from your Prepaid account according to usage.

3.5 When transferring balance between your numbers in Beyond ONE or to other numbers within Beyond ONE, the minimum transfer amount is (5) SAR, with a maximum of (300) SAR per day and (2,000) SAR per month per ID. The transfer fee is (0.50) halalas for each transaction.

3.6 If you switch from a Prepaid Plan to a Postpaid Plan, any remaining benefits (such as data, minutes, or balance) from your prepaid account will not carry over and will be lost. Please make sure to use them before switching.

3.7 The initial balance available in SIM cards upon activation is non-transferable.

3.8 The maximum transferable amount from a SIM card after its first recharge must not exceed (50%) of the added balance.

3.9 The balance must be used exclusively for telecom services and may not be converted to cash or used for financial payment transfers.

3.10 Customers may only transfer balance after successful ID verification, service activation, and compliance with CST regulatory requirements.

3.11 If you transfer your Prepaid Plan to a Postpaid Plan or the opposite and there is still a balance in the wallet, the balance in the wallet will be transferred to the new Prepaid or Postpaid account.

4. Postpaid Account

4.1 A Postpaid Account is on a recurring basis and will get auto renewed on the corresponding day of the next Service Period. Your Postpaid Account requires an upfront payment and a monthly subscription/charge. You will therefore need to register your valid, approved and recognised credit card and/or debit card to use the Services.

4.2 By signing up for the Services, you consent to a credit check and agree to provide any information we may reasonably request. Your Subscription Credit Limit will be defined in your service agreement. Increases to your Credit Limit may only be made upon your request, while we reserve the right to lower the Credit Limit, provided it does not fall below the minimum required for your subscribed package. Any changes to your subscription that require a higher limit will be treated as a request to raise the Credit Limit.

4.3 Upon payment, you will receive the applicable monthly value at the end of each Gregorian month. Generally, we will issue and send you the invoice monthly after the service is provided. You are required to settle the fees within (25) days from the invoice date. Unused balance, benefits, or packages cannot be carried over to the following month after the service period ends. Any unused balance or benefits (such as megabytes or minutes) will be considered expired and will not be rolled over.

4.4 You are responsible for paying all valid charges on your account. If you believe there is an error in your bill, please notify us as soon as possible so we can review and resolve the issue in accordance with CST regulations.

4.5 If you do not pay the full amount of your bill, we may suspend or cancel some or all of our services until the outstanding charges are fully paid. You will be notified in advance, and this will not apply if the charges are under dispute in accordance with CST regulations.

4.6 Paid fees are non-transferable, non-refundable, and unused time or services cannot be exchanged for cash. They also cannot be applied to any other account with us or used for other services or products, except in cases where the law or the regulations of the Communications, Space and Technology Commission (CST) require otherwise.

4.7 If this Agreement is terminated, to renew your subscription you may have to pay a renewal fee.

4.8 If you run out of minutes under your Postpaid Account, the standard tariff will apply. All Charges while using minutes on the standard tariff will be deducted from your core balance/ wallet. If your core balance/wallet is empty, you will not be able to make calls. You may buy a voice bundle/booster that is added to your minutes balance for that month.

4.9 Credit Limit: You approved that credit limit equivalent to (20%) of the Basic Plan subscription value. This credit limit serves as a safeguard in case you exceed the plan monthly subscription value. The credit limit is reserved.

4.10 The purchase of Postpaid and device bundle will require 18 months’ adherence from the date of subscription/purchase. Beyond ONE may request you to sign a promissory note.

5. Charges, Payment and VAT

5.1 We will charge you for all Services and/or Products used.

5.2 Our tariffs are available on our website, in-store or from Customer Services.

5.3 If any of the Services or Products are taxable, the Charges related to them will be exclusive of all Value Added Tax (“VAT”) properly chargeable and you agree to pay the VAT in addition to the Charges on the earlier of: (a) when the payment is made; or (b) when the supply of the Services or Products is made.

6.  User Account

6.1 You can register and login to the Application via two methods: first, via a federated login through Facebook, Google, or (X), or alternatively you can create your own account directly on the Application by filling out the required details.

6.2 If you choose to log in using your Google, Facebook, or (X) account, you consent to us accessing your name, email address, profile picture, and public information from that account, in line with our privacy policy. This information will be used solely to set up and manage your account with us, in accordance with applicable data protection laws. We will not post or take any action on your account without your permission.

6.3 With your explicit consent, we may share certain telemetry data (such as your device ID and limited app usage data) with trusted third parties like Google, Facebook, or Twitter (X) to support digital marketing campaigns. This is entirely optional. If you prefer not to share this information, you may register your account directly within the application and continue to enjoy our services fully. For more details, please refer to our Privacy Policy.

7. Privacy Policy

7.1 We are committed to safeguarding your privacy. Information about how we collect, use, store and disclose your Personal Information is outlined in our Privacy Policy.

8. Customer Information Obligations

8.1 You agree to provide all information and complete all documentation, including in relation to identification, legitimation and billing details, which we or the CST might require to perform this Agreement.

8.2 Creating your personal account with us requires you to provide personal information such as your national ID, full name, address, contact details, and/or bank account information. This is necessary for credit check procedures, to comply with CST regulations, and to inform you about new products and/or provide you with the best possible services. You also agree to supply the required personal information.

8.3 You must keep us informed of any changes in your Personal Information. You agree that the Personal Information you provide to us is accurate and true and correct at the time it is provided and will be kept up to date. If you don’t keep your Personal Information up to date (which could include passport expiry dates), we might have to end your Service.

9. Marketing Communication and Promotional Offers

9.1 We’d like to send you promotional and marketing messages to keep you updated on our latest offers, products, and services. You can choose to receive these when signing up or turn them off anytime in your account settings. You will still receive important messages related to your account or services as required by law.

10. Queries and Complaints

10.1 If you have a complaint or query, please contact us through our Contact us page or call Customer Services at +966 57 000 1789.

10.2 You must file any complaint on errors in any invoice no later than 60 days from the date of your Bill.

10.3 You must pay the undisputed Bills for the Services you use during the complaint handling period.

10.4 If we are unable to resolve your complaint you have the right to refer your complaint to the CST (www.cst.gov.sa).

11. Suspending or Disconnecting Our Services

11.1 We may suspend or disconnect all or any Services at any time if the Network needs urgent maintenance or upgrading.

11.2 We may suspend, cancel or block your access to the Website, Application, Products, and/or Service if you (i) breach this Agreement or the Terms; or (ii) damage or abuse the Services, Application, Products, and/or the Network; or (iii) abuse or threaten our staff; or (iv) provide information that is false or misleading; or (v) if there is no chargeable usage (such as calls, SMS, data consumption, or top-ups) for a continuous 90-day period, your service may be suspended or terminated. Prior to suspension, we will provide notice where feasible, giving you the opportunity to reactivate your service; or (vi) exceed your Subscription Credit Limit; or (vii) cause harassment, disturbance or harm to others; or (viii) if you fail to pay any Charges when they are due; or (xi) we believe you’re using the Services, the Application, and/or the Products in a way we don’t allow under this Agreement; or (x) we suspect fraud or illegal use or activity associated with your Services, SIM pack or mobile number, or where We suspect Unauthorized phone Traffic; or (xii) we are instructed to by any governmental authority or if required by law.

11.3 e suspend, cancel, or block your access due to circumstances described in this paragraph, we may do so without prior notice when required by law or in cases of fraud, illegal use, or threats to our staff or network security. In all other circumstances, we will provide reasonable notice, and where feasible, at least (30) days’ prior notice.

11.4 You may request that we suspend your Services, for example, if you have lost your mobile device or it has been stolen. You must pay all outstanding Charges prior to suspension, and you remain liable for any Charges due throughout the period of suspension.

11.5 You can cancel or simply stop using the Website, Products and/or Application at any time. You can also terminate the Services or a particular offer at any time and this will only be effective at the expiry of the current Service Period. Early cancellation charges could apply, in addition to any outstanding Charges payable by you to us.

11.6 You agree to pay us all reasonable costs and expenses we incur (including any applicable reconnection) if we suspend the Services because of something you’ve done or failed to do. You will remain liable for all Charges incurred during any period we suspend the Services.

11.7 You can still make calls to emergency services during suspension.

12. Refund Policies:

The policy of refunding the amount paid for the SIM cards, packages and numbers if activated is as the following:

12.1 Refunds are usually not allowed after activation, except in cases of technical failures, billing errors, or as required by law.

12.2 if the SIM is not activated for a technical reason by Beyond ONE, the customer is entitled to recover the paid amount within a period not exceeding (60) days from the date of paying the amount.

12.3 When customer books a number and pays the amount, the customer is unentitled to refund the paid amount for the booking if the duration exceeds (10) days.

12.4 In the event that a balance is transferred to the calling card, this amount is not refundable except in cases where such transaction was mistakenly executed by Beyond ONE. In such cases only, the customer has the right to be refunded the amount they recharged themselves, and they are not entitled to claim any additional amounts.

12.5 If a package is activated after the user confirms the activation process, the amount will be considered not refundable, and the package cannot be cancelled.

12.6 In the event that more than one package is activated at the same time and after the user confirms the activation processes, the amount cannot be refunded, and the operations cannot be cancelled.

12.7 In the event that a balance is deposited or transferred to another number, the user has no right to reclaim it after completing the balance process.

12.8 In the event of a technical defect that led to the repayment process of adding the balance (withdrawing from the Mada card, Visa, ….), the customer can apply for a refund of these amounts within (10) days if this balance is not used.

12.9 In the event that the request to transfer to Beyond ONE is rejected for any reason not related to Beyond ONE itself, then Beyond ONE is a liable to refund amounts paid to it to perform the service of transferring the amounts to them.

12.10 When using the applications of Beyond ONE (Mada) card, an amount of (1.5) SAR is withdrawn and added as credit, when using the (Visa) card the amount will be recovered to the client’s (Visa) card. To confirm the validity of the card and the process, as the Arabic text written in the application is different from the English version.

13. Third Party Links

13.1 Our Website and/or the Application might include links to other websites or material which are beyond our control. We aren’t responsible for these websites or material, nor do we review or endorse them. We aren’t liable (directly or indirectly) for the privacy practices or content of such websites nor for any damage, loss or offence caused or alleged to be caused in connection with the use of or reliance on any such advertising, content, products, materials or services available on such external websites or resources.

14. Force Majeure

14.1 We are not liable for any delay or default in performance under this Agreement if it is caused by an event reasonably beyond our control, including but not limited to natural disasters, civil insurrection, war, accident, act of God, a direction of any sort by CST, or delay, failure or default our suppliers or the Network operator (“Force Majeure Event”).
14.2 You remain responsible for charges incurred under this Agreement during a Force Majeure Event, provided the services remain available and usable. We will take all reasonable steps to minimize the impact on your service and will adjust charges accordingly if services are significantly interrupted.

15.When Our Agreement Ends

15.1 Either Party may terminate this Agreement at any time by providing written notice of termination. In such event, you agree to pay us all outstanding Charges owing on the termination date, including, any arrear amounts.

15.2 In addition to clause 14.1, we may terminate this Agreement if:
(a) You are a Prepaid Customer, and we have suspended your Services and following a further (90) day period, you have still failed to make a chargeable call or incurred a Charge.
(b) You breach this Agreement, and you fail to correct that breach within (20) business days of being notified.
(c) you fail to make payment of Charges due to us.
(d) You become bankrupt, or insolvent, or any administrator is appointed to your business or assets, or you move to wind up your business.
(e) the network is no longer made available to us; and/or
(f) CST orders us to withdraw your phone number.

15.3 If this Agreement is terminated, you must immediately pay all Charges owing to us as of the date of termination of the Agreement.

15.4 Upon cancellation, if you are in breach of this Agreement, we may retain any amount paid by you and stop or suspend providing the Services. This does not limit any other rights of either Party

16. Change in the User’s Legal Status

16.1 In the event of a change in the user’s legal status such as death, expiration of identification, or the permanent departure of a non-Saudi user from the Kingdom — the Company reserves the right to take the following actions:
a. Temporarily suspend the service within no more than three (3) business days from the date the change is known.
b. Permanently terminate the service within thirty (30) days from the date of suspension, unless the data is updated or the number is transferred according to the applicable procedures.

16.2 In the event of the user’s death, the legal heirs have the right to request the transfer of ownership or termination of the service within a maximum of thirty (30) days from the date of suspension, subject to submitting the required official documents.

16.3 The Company shall not be held liable for any use of the service or financial obligations arising after the change in the user’s legal status, unless the Company has been formally notified of such change.

17.Liabilities

17.1 the extent permitted by applicable law, we limit our liability for any losses or damages (including indirect or consequential losses) relating to your use of our Website, Application, Products, or Services. However, this does not affect your rights under CST regulations.

17.2 If any liability is imposed by law then, to the extent permitted, our liability to you arising from or in connection with this agreement will be limited, at our option, to: (i) in the case of Products and/or Applications, to repairing or replacing the goods or supplying equivalent Products and/or Applications or refunding you; or (ii) in the case of Services, to a refund of the Charges paid for such Services or supplying the Services again without additional cost.

17.3 While we take reasonable steps to protect your Personal Information, we cannot guarantee absolute security of the Website, Application, Products, and/or the Services and any information provided through the Website, Application, Products, and/or the Services by you. You accept the risk associated with the use of the internet.

17.4 We take reasonable and lawful measures to protect your personal information and ensure the security of our Website, Application, Products, and Services. However, as with any internet-based service, you acknowledge that there are some risks may be beyond our control.

18.Intellectual Property Rights

18.1 You may not use our information or our Intellectual Property for any purpose without our written permission.

19.General

19.1 Any change is material and may affect you, we will provide at least (60) days’ prior notice, where feasible. Any changes or modifications to these terms and conditions will be effective from the date specified in the notice. By continuing to use the Website, the Application, the Products, and/or the Service after the effective date, you are deemed to have accepted the new terms and conditions.

19.2 You acknowledge that you are not allowed to send advertising messages or make advertising calls on your number.

19.3 You may not transfer your account, number, SIM card, or this Agreement to another person without our prior written consent, in line with CST regulations. We may assign or subcontract our rights or obligations under this Agreement, provided that doing so does not reduce the level of service or your rights as a consumer under CST regulations.

19.4 The customer is not allowed to send more than 50 SMS messages per day.

19.5 If any term of this Agreement is rendered invalid or unenforceable, the remainder of this Agreement will remain valid and effective.

19.6 Any indulgence we grant you, or extra time we allow you, does not affect our rights under this Agreement.

19.7 Any action taken using a mobile number is the responsibility of the user who registered the number under their ID.

19.8 All notices relating to the Website, Application, Products, and/or the Services must be in writing and may be sent by email to an email address notified by you. We will assume that you received the email at the time of sending. You may email notices to us at [email protected] .

20. Law and Jurisdiction

20.1 The Website, Application, Products, and/or the Services are controlled and operated in the Kingdom of Saudi Arabia. The Terms will be governed by the laws of the Kingdom of Saudi Arabia.

20.2 The Terms will be governed by the laws of the Kingdom of Saudi Arabia, and any disputes shall be subject to the exclusive jurisdiction of the courts of the Kingdom of Saudi Arabia.

21. Definitions

In this Agreement:

Application means the Beyond ONE application as well as the digital electronic communications service, that We and other third-party providers may provide to you from time to time and all other ancillary services.

Charges means our charges published by us from time to time that you must pay for using our Service including periodic charges, international roaming charges, charges passed to us for your usage by third parties, one-off charges like SIM activation and reactivation fees or charges to port your phone number to another provider.

CST means the Communications, Space, and Technology Commission of Saudi Arabia.

Customer Services means our customer care telephone and social media service available to you, details of which are on our website and in the Application.

Intellectual Property means, the copyrights, trademarks, designs, models, brands, names, trade names, graphics, icons, hyperlinks, know-how, trade secrets and any other type of intellectual property which are owned by, licensed to, used and/or held by us on or in connection with our Website, Application, Products, Service or the Network.

Monthly Included Value means the usage allowance allocated to you in exchange for the Monthly Subscription that you must pay us.
Network means the digital mobile phone network and/or the wireless platform for internet service in Saudi Arabia that allows you to receive or use our Service.
Personal Information means any personal data relating to you and includes, but is not limited to, your name, address, bank account details, ID details (passport or national ID card), credit and debit card details, service usage details, call records, message records, account status, payment history and credit rating, and any information resulting from your use of the Website, Application, and/or Services;

Prepaid or Prepaid Plan means a predetermined Monthly Included Value paid for in advance and which can be used for Services until the Monthly Included Value is consumed or expired.

Privacy Policy means the privacy policy available on the Website that governs your use of the Service

Product/s means the products that we may offer from time to time in connection with the Services, including any of SIM Cards, mobile devices, contracts, Prepaid, Monthly Included Value, recharges, internet service and/or modems, and any combination of any of these.

Service(s) means the telecommunication services provided by us to you, including all Products, the Application, Prepaid, value added services, digital electronic communications service, internet service and other electronic communications service as well as other additional related services that we and other third-party providers provide to you over our Network from time to time and all ancillary services thereto.

Service Period means the period from a day of one month to the corresponding day of the next month if such exists, or if not, to the last day of the next month (as from 3 January to 3 February or from 31 January to 28 February.

SIM or eSIM Card means the Subscriber Identity Module card containing your phone number and which is programmed to allow you access to our Service over the Network.

Subscription Credit Limit means the maximum credit that we will apply to your account based on your creditworthiness.

Unauthorized movement: means a flow of calls for any particular Service which we believe is: (i) disproportionate to the flow or volume of calls which we expect from good faith commercial practice and usage of the Network; or (ii) disproportionate to your previous call profiles (in any given month) with us;

We, us, our or Beyond ONE: means Beyond ONE Saudi for Telecommunication LLC. (“Beyond ONE”), its affiliates, subsidiaries or its successors-in-title.
Website means www.virginmobile.sa;

You, yours and/or your means you, the customer, who applies for access to and receives our Website, Application and/or Service.