• These renna Terms & Conditions set outs our standard customer terms and describes how Majan Telecommunication L.L.C. (under the commercial brand name “renna” or “we”) will provide its telecommunication services and describes specific points we need to highlight to “you”, the “Customer”. To understand your rights and obligations you need to read these renna Terms and Conditions. By signing and accepting these Terms & Conditions you make the Agreement with us that these Terms & Conditions will govern our relationship, including the provision of telecommunications services to you by renna.
• These renna Terms & Conditions have been approved by the TRA. Any subsequent amendments to these renna Terms & Conditions shall come into effect 30 days after the date of receiving approval from the TRA. We will either notify you directly of any such change or publish an advertisement. You can accept the changes and continue using the Service or you may terminate your usage of the Services.
• You and we must comply with these renna Terms & Conditions unless you and we have agreed differently.
• Under these renna terms and Conditions renna agrees to offer the Services only to you. You may not transfer these renna Terms and Conditions without renna’s written agreement. The transfer of these renna Terms and Conditions can be completed at any renna shop, subject to the limitations of Clause 8.2.

• renna will supply you with the Services ordered by you as shown on the application form, or any other receipt issued to you by renna. Details of the Services are described in the User Guide included in the renna Starter Pack given to you upon acceptance of your application form by renna.
  
  
• renna reserves the right to revise existing Charges in accordance with the Law and the Regulations. renna may also make changes to its Services (including introduction of new Services and withdrawal of Services). renna will provide 2 months’ notice to you of any change of Service and/or Charges, unless the change is a reduction in the Charge for a Service.
  
  
• renna Charges apply on Services from the moment they are provided to you. In the case of monthly charges Pro-rating may apply for the initial payment or in the case of cancellation of Services part way through a month.
  
  
• You agree to pay the Charges for all Services you order or use together with any one-off Charges or monthly Charges that are applicable to your account at the Charges set in renna`s Price Guide. A current version of renna`s Price Guide is available on our website www.rennamobile.com
  
  
• If we, with sufficient reason, suspect fraudulent credit/debit card use, or if you enter incorrect Recharge numbers several times in a row, renna reserves the right to withdraw the availability of a payment method to you.
  
  
• If you want to add or cancel Services you should contact renna through one of the appropriate channels listed in the renna User Guide. Some Services are imbedded in the Basic Prepaid Service and cannot be cancelled.
  
  
• renna reserves the right to block access to certain telephone numbers or content for legal or regulatory reasons without prior notice. renna will clarify the reason for the action taken.
• renna will provide you with a SIM card which remains the property of renna.

Products that have not been opened, so the seal or foil has not been broken or damaged, can be replaced or refunded at the Renna shop where the Product was purchased within ten (10) days from the purchase date if the Customer has a valid receipt. Defective Products, and if such defect is not a result of the misuse of the Product by the Customer, can also be replaced or refunded at the Renna shop where the Product was purchased within ten (10) days from the purchase date if the Customer has a valid receipt. After ten (10) days from the purchase date, renna will organise a repair of the Product pursuant to the manufacturer`s warranties or renna’s reasonable discretion. In case the Customer is provided with a handset under a “Handset Bundle Offer”, renna does not provide any warranties in addition to the manufacturer’s warranty.

Where renna contracts with suppliers your customer data and personal information provided in accordance with clause 4 of these renna Terms and Conditions will only be made available to third parties with your prior written permission. renna may disclose your customer data and personal information to law enforcement agencies or emergency services agencies if requested to do so by those agencies and only in accordance with the laws governing those agencies.

renna will withhold your telephone number and will not publish it in printed directories or directory enquiry services prepared or offered by other providers of telecommunications services in Oman unless requested by you.

• All telephone numbers provided to you by renna are the property of the TRA and consequently may be altered, changed or withdrawn at any time after notification to you and in accordance with the number plan policy set out in the Law and the Regulations and with the approval of the TRA.
• You shall not trade, relinquish or otherwise transfer a telephone number to another person. However, you may transfer a telephone number to a person that is a first degree relative and then only with the permission of renna upon payment of the proscribed fee. Proof of relationship must be provided by the Customer wishing to make the transfer.
• renna is not liable for any loss, damage or cost incurred by you due to a change in telephone number.

• You are responsible for all calls (including SMS/MMS/Data and other value added services) made from your telephone number and you shall pay the Charges therefore.
  
  
• You shall not use the Services for circulating anything that may contain data or information meant to:
  • cause harm to the national security or the public interest;
  • propagate or convey any data or information which is incorrect or may cause harm to the safety of any person or efficiency of any service;
  • violate public order or decency;
  • restrict freedom of religious belief or cause harm or nuisance to others; or
  • promotes any material or goods that violate the provisions of the applicable laws.
• You shall not:
  • knowingly use unlicensed telecommunications services;
  • infringe the privacy or secrecy of data belonging to any other person;
  • damage, alter or delete any data or information belonging to others; or
  • intercept, receive, record any message belonging to others and which are carried through the telecommunications network.
• You agree to and you will:
  • follow our reasonable instructions in using renna Services;
  • use the renna Services responsibly and in compliance with the laws of the Sultanate of Oman and in particular you will not use the Services to make offensive, indecent or threatening calls and you will not use the Services in any way to send unsolicited, offensive, indecent or threatening SMS, spam or to commit fraud or any other criminal offence;
  • not to resell the Services;
  • not to resell any renna mobile telephone numbers;
  • not to resell any renna SIM cards;
  • not use the Services in any way that breaches the intellectual property right of any third party;
  • not use any type of telecommunications equipment that has not been type approved by the TRA.
  • inform renna immediately if your mobile phone or SIM card is lost or stolen. You will be responsible for all calls made, use of Services and incurring of Charges in relation thereto, until the SIM card is registered as lost by renna.
• If renna, with sufficient reason, suspects non-compliance with these Customer Responsibilities, renna reserves the right to withdraw the availability of Services or, in severe cases, deactivation of the Card.

• renna is not responsible for any material contained in content that is made available through the Services or for information that is accessible through the Services.
• renna may, at its sole discretion, deny access to, remove or modify any content that may be indecent, offensive or illegal or which may infringe any third party’s intellectual property rights without notice to you.

• Roaming relies on the telecommunications systems provided by foreign networks over which renna has no control. renna therefore cannot guarantee quality or availability of Services when you are roaming.
• When you use telecommunications services outside Oman you are responsible for complying with all local laws and regulations governing such use.

• renna can suspend or Terminate the Service wholly or partially without notice in the event that:
  • we, with sufficient reason, suspect that you are failing to comply with these renna Terms and Conditions in any way;  
  • we, with sufficient reason, suspect that unusual or fraudulent activity is occurring on the account, including but not limited to entering incorrect Recharge numbers several times in a row; or
  • we are required to do so by TRA, Public Prosecutor or Court.
• renna will Disconnect the Account if it is not recharged with credit by means of Recharge within six (6) months of the last Recharge.
• The prepaid Customer account can be re-activated if a Recharge is made by the Customer within one (1) month from the Disconnection date. Any unused valid credit will be available to the Customer again when re-activation through Recharge activity.
• If a successful Recharge is not made within one (1) month from the Disconnection date, the Services will be permanently Terminated.

In the case of a customer complaint the customer must refer the complaint to renna first and attempt resolution. renna will try to solve complaints and escalated queries within less than 15 days. All customer disputes will be settled in accordance to the renna customer dispute resolution procedure. Customers can contact renna through various channels for all kind of queries or complaints and to obtain a copy of the renna customer dispute resolution procedure:

Visit our website on www.rennamobile.com

Notwithstanding renna`s obligations as a licensee under the Law, the Regulations and its Licence Conditions, renna is not liable to you or any users of Services for any loss of business, revenue, profits or anticipated savings, data being lost or corrupted, or any other loss including any consequential or indirect loss, suffered by you or users of its Services, however caused, including, but not limited to, non-availability of our Network or Services, loss, late receipt or non-readability of any message or communication, or for the content, accuracy or quality of information or resources made available, received or transmitted through the use of the Services.

These renna Terms and Conditions will be construed in accordance with, and governed by the laws of, the Sultanate of Oman. You and renna each submit to the jurisdiction of the dispute resolution mechanisms established by the TRA or, in the absence thereof, the Courts of Oman.

Any terms used in this Agreement shall have the meaning given to it in the Telecom Act and its implementing, decisions, and Regulations unless the context requires otherwise.

Account: The prepaid SIM card and the related credit and use of Services

Activation: The process of providing the customer access to renna Services.

Agreement: Means this present Agreement between renna and you.

Basic Prepaid Service: Voice service and SMS provided on a prepaid basis

Charges: All one-off fees, recurring fees and usage tariffs that will be deducted from the Prepaid Account when using the renna Services.

Content:  Information, communication, images and sounds, software or any other material contained on or available through the Services.

Disconnected/Disconnection:  By disconnection of the Service customers will not be able to make any chargeable outgoing or receive any chargeable incoming communication.

Licence Conditions: The Rules and Conditions of Class II Licenses for the provision of additional public telecommunications services as awarded to renna by the Minister of Transport and Telecommunications.

Network: The technical telecommunications system through which renna makes the Services available.

Prepaid Account: Mobile phone account type where your monetary credit is stored, and from where the cost of calls and any other Services is deducted.

Price Guide: A list of our current Charges which is updated from time to time and is available from us upon request.

Product: Renna SIM Card, Recharge card or other products sold in a Renna shop from time to time such as mobile devices/handsets and mobile accessories.

Pro-rating: In case of monthly fees a customer will only pay a proportionate amount corresponding to the time using the service.

Recharge: Prepayment of monetary credit allowing access to the Services. This can be done through Recharge cards which will at the same time extend the Validity Period, or other means such as a credit transfer from another renna Customer.

renna shop: Shop fully owned by renna offering sales and customer service.

Services: All telecommunications services that are offered by renna to its Customers and anything else renna provides to its Customers in connection with the Services.

SIM Card: The Subscriber Identification Module Card which contains your personal telephone number and other relevant information and which is programmed to allow you access to the Network. The SIM Card also includes storage space for personal information, such as SMS messages and a phonebook.

Starter Pack: The SIM Card + mobile telephone number + User Guide.

Suspension: The temporary disconnection of Services.

Terminated/Termination: By termination of the Service the telephone number will be withdrawn from the Customer and the SIM Card will be permanently deactivated by renna.

Validity Period: Is the period during which the Customer has all the Services available. If the Customer account is not recharged through Recharge card during the defined validity period the Customer account will be blocked and the SIM Card will be inactive.

User Guide: The manual as part of the Starter Pack that provides a short introduction on how to use the renna Services.