Vodafone Fixed Internet & Telephone Services Terms and Conditions

  • 1. The Vodafone Fixed Internet & Telephone Services Terms and Conditions are offered by Vodafone Malta Limited ('we') to existing and new fixed services customers ('you'). Vodafone reserves the right to limit the number of plans offered to a single person/legal entity. These terms and conditions must be read in conjunction with the Vodafone General Fixed Services Terms and Conditions.
  • 2. You may subscribe to any one of the Vodafone Fixed Internet & Telephone Services Plans as from the 13th June 2016.
  • 3. Vodafone Fixed Internet & Telephone Services Plans available (the ‘ Tariff Plans’):
    • 3.1. 3.1 All rates and charges quoted below are inclusive of VAT but are exclusive of excise tax or any other taxes which may be applicable.
    • 3.2. Bundled Fixed Internet & Telephone Plans:

    • Option A: Vodafone Home Internet & Telephony Service on a one (1) year agreement or

      Option B: Vodafone Home Internet & Telephone Service on a two (2) year agreement


      Vodafone Home Internet & Telephone
      Monthly Access Fee €45*
      Fixed Internet Service
      Fixed Internet data cap 350GB/month
      Download Speed(estimated maximum) 30Mbps
      Upload Speed(estimated maximum) 15Mbps
      Internet Device Provided by Vodafone – Monthly Device Rental Fee 2year agreement – No Rental Fee
      1year agreement - €5/month
      IP-Dynamic 1 FREE
      Installation Charge and On-site support Charge Refer to term 6.2 below
      Buy and Try Promotion as per term 4 below Available when signing a 2year agreement
      Service Description TSR download estimate 10-30 Mbps
      Telephony Service
      Calls to any local fixed number Unlimited
      Calls to local Vodafone mobile numbers Unlimited
      Calls to any other local mobile number €0.23/min
      Calls to Premium Rate Numbers Charged outside of your unlimited call minutes
      Premium Call Rate = fixed line call rate + premium rate of the call
      For more information on premium rates visit: http://www.mca.org.mt/notices-and-announcements/premium-rate-numbers-all-you-need-know
      International Call rates For more information click here

    *A discount of €10/month applies to Vodafone customers subscribed to any mobile Post-paid plan, Hybrid plan, or Prepaid plans with at least 6 months of consecutive top-ups. For non-Vodafone customers, or customers on any other Vodafone plan, a discount of €5/month will be applied.

    **Extended Introductory Offer:
    Anybody subscribing to the Tariff Plans between the 5th of August 2016 and the 30th April 2017, both days inclusive, shall have a €5 discount over and above the above-mentioned discounts (the ‘ Extended Introductory Offer’). Therefore, for the avoidance of any doubt, when subscribing to the Tariff Plan during the Extended Introductory Offer, a total discount of €15/month applies to Vodafone customers subscribed to any mobile Post-paid plan, Hybrid plan, or Prepaid plans with at least 6 months of consecutive top-ups; and for non-Vodafone customers, or customers on any other Vodafone plan, a total discount of €10/month will be applied.
  • 4. Offers with the Vodafone Home Internet & Telephone Service
    • 4.1. Vodafone is offering you the Buy and Try promotion when choosing Option B. This promotion gives you:
      • a) Cooling Off Period: These Tariff Plans come with a 14-day cooling off period within which you can decide to stop the agreement, by returning the device/s to the Vodafone Destination Store (Birkirkara Bypass), without incurring any penalties. All devices must be returned in a good working condition, and with their original packaging, in default, a penalty of €200 shall apply in line with term 6.2 below.
      • b) The Buy and Try promotion shall be available once, per subscriber, per contract.
  • 5. Proper use of the Fixed Internet Device (the ‘Device’)
    • 5.1. The Fixed Services provided for under this Tariff Plan should be used in good faith, and by respecting the limits as set out in this term 5.
    • 5.2. You hereby acknowledge and accept that the Device provided for by Vodafone is used solely at the fixed address that you provide upon activation of the Fixed Services. Should you wish to change your fixed address, you are requested to contact us in accordance with term 11.2. The use of the Device at any other address than the one communicated to us is strictly prohibited. Should you breach this term 5.2, Vodafone reserves the right to terminate and/or suspend your Fixed Services
    • 5.3. 5.3 The Fixed Internet Service carries with it a data cap of 350GB per month (the ‘Data Limit’). Once you reach this Data Limit, Vodafone reserves the right to suspend and/or stop your service for the remainder of the then current month. Any unutilised data from the 350GB data cap at the end of the month shall not be carried forward to the following months.
  • 6. Administrative charges and other rates
    • 6.1. The following administrative charges shall apply:
      Service Applicable Administrative Charge incl. VAT
      Paper copy of your itemised bill €2 per itemised bill
      Direct Debit Reversals €5
      No Direct Debit Mandate €1.50 per month
      Suspension of Service – reconnection charge €10
      Paper bills €2 per invoice
      Change in Customer Details FREE

      These charges cover the work involved in processing each request/payment instructions as well as any stationary costs relative thereto.
    • 6.2. Other Rates that may apply:
      Service/ Product Applicable Rate incl. VAT
      Static IP address €2 per month for each Static IP
      CPE Fixed Internet Device €200/ device
      Choosing you own Fixed Telephone number €6.50 one-time charge
      Device Rental Charge for Internet and Telephone Service (for 1 year agreements) €5/ month
      Support charges (Technician Home visit) during business hours €25 for the first hour and €15 for subsequent hours
      Support charges (Technician Home visit) during non- business hours (incl. Sundays and Public holidays) €30 for the first hour and €17 for subsequent hours
      Abandoned Installations €20
      Optional External Antenna Installation €125 one-time charge
      Late Payment Penalty (applicable for customers subscribing to this Tariff Plan as from the 1st October 2016) €2 penalty shall apply for every invoice that is not paid within the due date stated on the invoice
  • 7. Disconnection and Penalties
    • 7.1. A penalty equalling to 50% Monthly Access Fees (excluding additional fees) × Remaining months into contract shall apply upon disconnection and/or termination (prior to the expiration of your Agreement).
    • 7.2. Upon disconnection of service, the Device alongside with its original packaging box should be returned to any of Vodafone’s retail outlets in good working condition. In default, or should this equipment be returned damaged or faulty resulting from, but not limited to, misuse, mishandling, wilful damage by liquids, connection to unsuitable supply power, surges, lightening, tampering or service by unauthorised personnel, the customer will be liable to pay Vodafone the sum of €200.
    • 7.3. Vodafone reserves the right to terminate the service if there is a breach of these terms and conditions. Provided that in such circumstances, you shall still be liable to pay the applicable penalty in terms of term 7.1 above.
  • 8. Payment
    • 8.1. The Monthly Access Fee will be calculated on a pro rata basis according to the effective date of your Agreement and shall be charged in arrears together with an out of bundle usage at the rates provided in term 3.2 above.
    • 8.2. Payment for this Tariff Plan will be via Direct Debit Mandate.
    • 8.3. Vodafone reserves the right to impose interest at the maximum rate permissible at law with respect to any overdue amount owed to Vodafone for the fixed services provided.
  • 9. You may renew your agreement either by calling customer care on 247or by visiting one of our retail outlets. The list of our retail outlets may be found on this link www.vodafone.com.mt/vodafonestores
  • 10. General Information on these Tariff Plans: You are requested to apply for our secure e-billing service by providing us with your personal e-mail address upon subscription and you will start receiving a monthly SMS notification on your mobile number, informing you that your e-bill has been issued. You shall be charged a monthly administrative fee of €2 per invoice if you fail to provide us with your personal email address.
  • 11. General Terms and Conditions
    • 11.1. Upon subscribing to this Tariff Plan, you are automatically accepting to adhere to these terms and conditions, and the General Fixed Services terms and conditions.
    • 11.2. You are advised to call 1623, send us an email on 247.mt@vodafone.com or visit one of our retail outlets, to learn more about this Tariff Plan. The list of our retail outlets may be found on this link: https://www.vodafone.com.mt/vodafonestores.
    • 11.3. 11.3 The benefits of this Tariff Plan are meant for individual residential use. Furthermore, we reserve the right to suspend or terminate your service if you abuse of the service and/or use it in a way for which it is not intended.
    • 11.4. 11.4 Bandwidth management: In order to guarantee our network integrity, and your access to all points of the Internet even during peak hours when the traffic is particularly high, Vodafone, whilst respecting the principle of equal treatment of traffic, reserves the right to introduce temporary and non-discriminatory traffic management measures.

© v.16.12

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Vodafone Fixed Internet & Telephone Services (as available from 23/02/2017)

  • 1. The Vodafone Fixed Internet & Telephone Services Terms and Conditions are offered by Vodafone Malta Limited ('we') to existing and new fixed services customers ('you'). Vodafone reserves the right to limit the number of plans offered to a single person/legal entity. These terms and conditions must be read in conjunction with the Vodafone General Fixed Services Terms and Conditions.
  • 2. You may subscribe to any one of the Vodafone Fixed Internet & Telephone Services Plans as from the 13th June 2016.
  • 3. Vodafone Fixed Internet & Telephone Services Plans available (the ‘ Tariff Plans’):
    • 3.1. 3.1 All rates and charges quoted below are inclusive of VAT but are exclusive of excise tax or any other taxes which may be applicable.
    • 3.2. Bundled Fixed Internet & Telephone Plans:

    • Option A: Vodafone Home Internet & Telephony Service on a one (1) year agreement or

      Option B: Vodafone Home Internet & Telephone Service on a two (2) year agreement


      Vodafone Home Internet & Telephone
      Monthly Access Fee €45*
      Fixed Internet Service
      Fixed Internet data cap 350GB/month
      Download Speed(estimated maximum) Up to 30Mbps
      Upload Speed(estimated maximum) Up to 15Mbps
      Internet Device Provided by Vodafone – Monthly Device Rental Fee 2year agreement – No Rental Fee
      1year agreement - €5/month
      IP-Dynamic 1 FREE
      Installation Charge and On-site support Charge Refer to term 6.2 below
      Buy and Try Promotion as per term 4 below Available when signing a 2year agreement
      Service Description TSR download estimate 10-30 Mbps
      TSR upload estimate 2-14 Mbps
      Telephony Service
      Calls to any local fixed number Unlimited
      Calls to local Vodafone mobile numbers Unlimited
      Calls to any other local mobile number €0.23/min
      Calls to Premium Rate Numbers Charged outside of your unlimited call minutes
      Premium Call Rate = fixed line call rate + premium rate of the call
      For more information on premium rates visit: http://www.mca.org.mt/notices-and-announcements/premium-rate-numbers-all-you-need-know
      International Call rates For more information click here

    *As of 23rd February 2017, a discount of €20/month applies to Vodafone customers subscribed to any mobile Post-paid plan, Hybrid plan, or Prepaid plans with at least 6 months of consecutive top-ups. In these cases, a €25 Monthly Access Fee will be applied. As of the same date, for non-Vodafone customers, or customers on any other Vodafone plan, a discount of €10/month will be applied. In these cases, a €35 Monthly Access Fee will be applied.
  • 4. Offers with the Vodafone Home Internet & Telephone Service
    • 4.1. Vodafone is offering you the Buy and Try promotion when choosing Option B. This promotion gives you:
      • a) Cooling Off Period: These Tariff Plans come with a 14-day cooling off period within which you can decide to stop the agreement, by returning the device/s to the Vodafone Destination Store (Birkirkara Bypass), without incurring any penalties. All devices must be returned in a good working condition, and with their original packaging, in default, a penalty of €200 shall apply in line with term 6.2 below.
      • b) The Buy and Try promotion shall be available once, per subscriber, per contract.
  • 5. Proper use of the Fixed Internet Device (the ‘Device’)
    • 5.1. The Fixed Services provided for under this Tariff Plan should be used in good faith, and by respecting the limits as set out in this term 5.
    • 5.2. You hereby acknowledge and accept that the Device provided for by Vodafone is used solely at the fixed address that you provide upon activation of the Fixed Services. Should you wish to change your fixed address, you are requested to contact us in accordance with term 11.2. The use of the Device at any other address than the one communicated to us is strictly prohibited. Should you breach this term 5.2, Vodafone reserves the right to terminate and/or suspend your Fixed Services
    • 5.3. 5.3 The Fixed Internet Service carries with it a data cap of 350GB per month (the ‘Data Limit’). Once you reach this Data Limit, Vodafone reserves the right to suspend and/or stop your service for the remainder of the then current month. Any unutilised data from the 350GB data cap at the end of the month shall not be carried forward to the following months.
  • 6. Administrative charges and other rates
    • 6.1. The following administrative charges shall apply:
      Service Applicable Administrative Charge incl. VAT
      Paper copy of your itemised bill €2 per itemised bill
      Direct Debit Reversals €5
      No Direct Debit Mandate €1.50 per month
      Suspension of Service – reconnection charge €10
      Paper bills €2 per invoice
      Change in Customer Details FREE

      These charges cover the work involved in processing each request/payment instructions as well as any stationary costs relative thereto.
    • 6.2. Other Rates that may apply:
      Service/ Product Applicable Rate incl. VAT
      Static IP address €2 per month for each Static IP
      CPE Fixed Internet Device €200/ device
      Choosing you own Fixed Telephone number €6.50 one-time charge
      Device Rental Charge for Internet and Telephone Service (for 1 year agreements) €5/ month
      Support charges (Technician Home visit) during business hours €25 for the first hour and €15 for subsequent hours
      Support charges (Technician Home visit) during non- business hours (incl. Sundays and Public holidays) €30 for the first hour and €17 for subsequent hours
      Abandoned Installations €20
      Optional External Antenna Installation €125 one-time charge
      Late Payment Penalty (applicable for customers subscribing to this Tariff Plan as from the 1st October 2016) €2 penalty shall apply for every invoice that is not paid within the due date stated on the invoice
  • 7. Disconnection and Penalties
    • 7.1. A penalty equalling to 50% Monthly Access Fees (excluding additional fees) × Remaining months into contract shall apply upon disconnection and/or termination (prior to the expiration of your Agreement).
    • 7.2. Upon disconnection of service, the Device alongside with its original packaging box should be returned to any of Vodafone’s retail outlets in good working condition. In default, or should this equipment be returned damaged or faulty resulting from, but not limited to, misuse, mishandling, wilful damage by liquids, connection to unsuitable supply power, surges, lightening, tampering or service by unauthorised personnel, the customer will be liable to pay Vodafone the sum of €200.
    • 7.3. 7.3 Vodafone reserves the right to terminate the service if there is a breach of these terms and conditions. Provided that in such circumstances, you shall still be liable to pay the applicable penalty in terms of term 7.1 above.
  • 8. Payment
    • 8.1. The Monthly Access Fee will be calculated on a pro rata basis according to the effective date of your Agreement and shall be charged in arrears together with an out of bundle usage at the rates provided in term 3.2 above.
    • 8.2. Payment for this Tariff Plan will be via Direct Debit Mandate.
    • 8.3. Vodafone reserves the right to impose interest at the maximum rate permissible at law with respect to any overdue amount owed to Vodafone for the fixed services provided.
  • 9. 9. You may renew your agreement either by calling customer care on 247or by visiting one of our retail outlets. The list of our retail outlets may be found on this link www.vodafone.com.mt/vodafonestores
  • 10. General Information on these Tariff Plans: You are requested to apply for our secure e-billing service by providing us with your personal e-mail address upon subscription and you will start receiving a monthly SMS notification on your mobile number, informing you that your e-bill has been issued. You shall be charged a monthly administrative fee of €2 per invoice if you fail to provide us with your personal email address.
  • 11. General Terms and Conditions
    • 11.1. Upon subscribing to this Tariff Plan, you are automatically accepting to adhere to these terms and conditions, and the General Fixed Services terms and conditions.
    • 11.2. You are advised to call 1623, send us an email on 247.mt@vodafone.com or visit one of our retail outlets, to learn more about this Tariff Plan. The list of our retail outlets may be found on this link: https://www.vodafone.com.mt/vodafonestores.
    • 11.3. 11.3 The benefits of this Tariff Plan are meant for individual residential use. Furthermore, we reserve the right to suspend or terminate your service if you abuse of the service and/or use it in a way for which it is not intended.
    • 11.4. 11.4 Bandwidth management: In order to guarantee our network integrity, and your access to all points of the Internet even during peak hours when the traffic is particularly high, Vodafone, whilst respecting the principle of equal treatment of traffic, reserves the right to introduce temporary and non-discriminatory traffic management measures.

© v.16.12

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Vodafone Home Fixed Internet and Telephone Services (Valid from 1st September 2019)

  • 1. The Vodafone Fixed Internet & Telephone Services Terms and Conditions are offered by Vodafone Malta Limited ('we') to existing and new fixed services customers ('you'). Vodafone reserves the right to limit the number of plans offered to a single person/legal entity. These Specific terms and conditions form an integral part of your Agreement for the provision of the services included in this Tariff Plan. These Specific Terms and Conditions constitute a legally binding contract between and must be read in conjunction with (i) General Fixed Services Terms and Conditions, (ii) Vodafone Secure E-Billing Service Terms and Conditions, (iii) 4G Service terms, and any other terms and conditions that might be referred therein. In the event of a conflict between any of the terms, the applicable precedence shall be the order in which the terms are mentioned in this term 3 (highest level of precedence first).
  • 2. You may subscribe to any one of the Vodafone Fixed Internet & Telephone Services Plans as from the 1st September 2019.
  • 3. Vodafone Home Fixed Internet & Telephone Services Plans available (the ‘ Tariff Plans’):
    • 3.1. All rates and charges quoted below are inclusive of VAT but are exclusive of excise tax or any other taxes which may be applicable.
    • 3.2. Bundled Fixed Internet & Telephone Plans:

    • Option A: Vodafone Home Internet & Telephony Service on a one (1) year agreement or

      Option B: Vodafone Home Internet & Telephone Service on a two (2) year agreement


      Vodafone Home Internet & Telephone
      Monthly Access Fee €45* &**
      Fixed Internet Service
      Fixed Internet data cap 400GB/month
      Download Speed(estimated maximum) Up to 35Mbps
      Upload Speed(estimated maximum) Up to 15Mbps
      Internet Device Provided by Vodafone – Monthly Device Rental Fee 2year agreement – No Rental Fee
      1year agreement - €5 extra /month
      IP-Dynamic 1 FREE
      Installation Charge and On-site support Charge Refer to term 6.2 below
      Buy and Try Promotion as per term 4 below Available when signing a 2year agreement
      Service Description TSR download estimate 10-30 Mbps
      Telephony Service
      Calls to any local fixed number Unlimited
      Calls to local Vodafone mobile numbers Unlimited
      Calls to any other local mobile number €0.23/min
      Calls to Premium Rate Numbers Charged outside of your unlimited call minutes
      Premium Call Rate = fixed line call rate + premium rate of the call
      For more information on premium rates visit: http://www.mca.org.mt/notices-and-announcements/premium-rate-numbers-all-you-need-know
      International Call rates For more information click here

    * The following Discounts apply for new customers joining this service and for customer renewing and currently paying €27/month or more:

    • - A discount of €15/month applies to Vodafone customers subscribed to any mobile Post-paid plan or Hybrid plan.
      - A discount of €10/month prepaid plans with at least 6 months of consecutive top-ups.

    ** The following Discounts apply for customer renewing this service:

    • - A discount of €20/month applies to Vodafone WiMax customers currently paying €18/month.
      - A discount of €15/month applies to Vodafone customers currently paying €25/month.

    *** Telephony Service will not be automatically included for the customers migrated from to this Tariff Plan from the Link Plans (Vodafone Link Plan for Customers migrated from WIMAX services or Vodafone Link Plans) that included only data services. Such customers can add the Telephony Service to the Tariff Plan by signing a new 2-year agreement.
  • 4. Offers with the Vodafone Home Internet & Telephone Service
    • 4.1. Vodafone is offering you the Buy and Try promotion when choosing Option B. This promotion gives you:
      • a) Cooling Off Period: These Tariff Plans come with a 14-day cooling off period within which you can decide to stop the agreement, by returning the device/s to the Vodafone Destination Store (Birkirkara Bypass), without incurring any penalties. All devices must be returned in a good working condition, and with their original packaging, in default, a penalty of €200 shall apply in line with term 6.2 below.
      • b) The Buy and Try promotion shall be available once, per subscriber, per contract.
  • 5. Proper use of the Fixed Internet Device (the ‘Device’)
    • 5.1. The Fixed Services provided for under this Tariff Plan should be used in good faith, and by respecting the limits as set out in this term 5.
    • 5.2. You hereby acknowledge and accept that the Device provided for by Vodafone is used solely at the fixed address that you provide upon activation of the Fixed Services. Should you wish to change your fixed address, you are requested to contact us in accordance with term 11.2. The use of the Device at any other address than the one communicated to us is strictly prohibited. Should you breach this term 5.2, Vodafone reserves the right to terminate and/or suspend your Fixed Services
    • 5.3. The Fixed Internet Service carries with it a data cap of 400GB per month (the ‘Data Limit’). Once you reach this Data Limit, Vodafone reserves the right to suspend and/or stop your service for the remainder of the then current month. Any unutilised data from the 400GB data cap at the end of the month shall not be carried forward to the following months.
  • 6. Administrative charges and other rates
    • 6.1. The following administrative charges shall apply:
      Service Applicable Administrative Charge incl. VAT
      Paper copy of your itemised bill €2 per itemised bill
      Direct Debit Reversals €5
      No Direct Debit Mandate €1.50 per month
      Suspension of Service – reconnection charge €10
      Paper bills €2 per invoice
      Change in Customer Details FREE

      These charges cover the work involved in processing each request/payment instructions as well as any stationary costs relative thereto.
    • 6.2. Other Rates that may apply:
      Service/ Product Applicable Rate incl. VAT
      Static IP address €2 per month for each Static IP
      CPE Fixed Internet Device €200/ device
      Choosing you own Fixed Telephone number €6.50 one-time charge
      Device Rental Charge for Internet and Telephone Service (for 1 year agreements) €5/ month
      Support charges (Technician Home visit) during business hours €25 for the first hour and €15 for subsequent hours
      Support charges (Technician Home visit) during non- business hours (incl. Sundays and Public holidays) €30 for the first hour and €17 for subsequent hours
      Abandoned Installations €20
      Optional External Antenna Installation €125 one-time charge
      Late Payment Penalty (applicable for customers subscribing to this Tariff Plan as from the 1st October 2016) €2 penalty shall apply for every invoice that is not paid within the due date stated on the invoice
  • 7. Disconnection and Penalties
    • 7.1. A penalty equalling to 50% Monthly Access Fees (excluding additional fees) × Remaining months into contract shall apply upon disconnection and/or termination (prior to the expiration of your Agreement).
    • 7.2. Upon disconnection of service, the Device alongside with its original packaging box should be returned to any of Vodafone’s retail outlets in good working condition. In default, or should this equipment be returned damaged or faulty resulting from, but not limited to, misuse, mishandling, wilful damage by liquids, connection to unsuitable supply power, surges, lightening, tampering or service by unauthorised personnel, the customer will be liable to pay Vodafone the sum of €200.
    • 7.3. 7.3 Vodafone reserves the right to terminate the service if there is a breach of these terms and conditions. Provided that in such circumstances, you shall still be liable to pay the applicable penalty in terms of term 7.1 above.
  • 8. Payment
    • 8.1. The Monthly Access Fee will be calculated on a pro rata basis according to the effective date of your Agreement and shall be charged in arrears together with an out of bundle usage at the rates provided in term 3.2 above.
    • 8.2. Payment for this Tariff Plan will be via Direct Debit Mandate.
    • 8.3. Vodafone reserves the right to impose interest at the maximum rate permissible at law with respect to any overdue amount owed to Vodafone for the fixed services provided.
  • 9. You may renew your agreement either by calling customer care on 247or by visiting one of our retail outlets. The list of our retail outlets may be found on this link www.vodafone.com.mt/vodafonestores
  • 10. E-Billing: You are requested to apply for our secure e-billing service by providing us with your personal e-mail address upon subscription and you will start receiving a monthly SMS notification on your mobile number, informing you that your e-bill has been issued. You shall be charged a monthly administrative fee of €2 per invoice if you fail to provide us with your personal email address.
  • 11. General Terms and Conditions
    • 11.1. Upon subscribing to this Tariff Plan, you are automatically accepting to adhere to these terms and conditions, and the General Fixed Services terms and conditions.
    • 11.2. You are advised to call 1623, send us an email on 247.mt@vodafone.com or visit one of our retail outlets, to learn more about this Tariff Plan. The list of our retail outlets may be found on this link: https://www.vodafone.com.mt/vodafonestores.
    • 11.3. We reserve the right to suspend indefinitely or for a definite period, amend/alter/delete or terminate these terms and conditions at any time (collectively the 'Modifications'), by giving you a 30 calendar days’ prior written notice with the proposed amendments/alterations or stating the reason for the Modifications thereof. Should you disagree with the proposed Modifications during the 30-day time-period, you shall have the right to opt-out from your Tariff Plan by informing us of your decision to this effect without incurring any penalties for early termination of your Tariff Plan, provided that if benefiting from a device subsidy a penalty for a device (term 7) applies. Your continued use of the service after the expiration of the 30-day time-period signifies your acceptance of any amendment and you may incur penalties should you decide to opt-out of your Tariff Plan.
    • 11.4. From time to time we may modify the standard settings and/or features of your Tariff Plan to offer an additional value. Such changes might include increasing your allowances or improving your connectivity speeds. In case that such changes are approved and considered to be inherently beneficial by the Malta Communication Authority in accordance with applicable laws, we will inform you about the changes by giving you a 1-day prior written notice and term 11.3 will not apply.
    • 11.5The benefits of this Tariff Plan are meant for individual residential use. Furthermore, we reserve the right to suspend or terminate your service if you abuse of the service and/or use it in a way for which it is not intended.
    • 11.6Bandwidth management: In order to guarantee our network integrity, and your access to all points of the Internet even during peak hours when the traffic is particularly high, Vodafone, whilst respecting the principle of equal treatment of traffic, reserves the right to introduce temporary and non-discriminatory traffic management measures.

© v.19.09

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General Fixed Services Terms and Conditions

  • 1. DEFINITION and GENERAL APPLICATION
    • 1.1. The following terms shall respectively have the following meanings:
      • a) "Agreement" means the Fixed Services Contract Agreement or the Bundle Service Agreement (where the bundled services include inter alia the Service), as the case may be, that Vodafone Malta has entered into with the Customer and which contains all the details necessary for the provision of the Fixed Services.
      • b) "Commencement Date" means the date on which the Fixed Services will be activated by Vodafone.
      • c) "Customer" means the person or company/partnership named in the Fixed Services Contract Agreement.
      • d) "Equipment" means any equipment that is supplied to the Customer for the installation of and access to the Fixed Services.
      • e) "Initial Term" means the initial period of the Agreement, which is indicated therein and which starts to run from the Commencement Date.
      • f) "Fixed Services Contract Agreement" means the contract that when signed by the Customer and Vodafone Malta will bind the Customer and Vodafone Malta to the stipulated terms and conditions.
      • g) "Vodafone" means Vodafone Malta Limited and shall be construed accordingly.
      • h) "Fixed Services" means the Internet and/or VoIP fixed telephony service.
      • i) "Working Day" means any day from Monday to Friday, between 0900 and 1700 hours, and excluding public holidays.
      • j) "Force Majeure" means situations further specified in term 16 below.
    • 1.2. Customers subscribed to Vodafone, will benefit from an Internet and/or VoIP fixed telephony connection, subject to the tariff subscribed to by the Customers.
    • 1.3. All Customers are advised to visit Vodafone’s website ( www.vodafone.com.mt), call Customer Care on 247 or visit our retail stores or any other authorised dealers, to learn about the Access Fees and Charges applicable to the Fixed Services and for the latest information regarding tariffs for these Fixed Services.
    • 1.4. Vodafone’s Specific Terms relating to the various tariffs and promotional offers together with the Traffic Management Policy shall apply. Customers are advised to review the Specific Terms accordingly. Access to the Specific Terms is available by visiting Vodafone ( www.vodafone.com.mt) or Vodafone retail stores.
    • 1.5. Customers may subscribe to the Fixed Services by either visiting one of Vodafone’s retail stores or authorised agents. Prior to visiting the aforementioned retail stores or Vodafone representatives, the customer may call Vodafone Customer Service on 247 and check whether the Vodafone Fixed Services are available within the customer’s location.
  • 2. ACCEPTANCE OF ORDER
    • 2.1. Customers shall be subjected to credit vetting and shall have to be cleared in order to be allowed to subscribe to the Fixed Services.
    • 2.2. Customers choosing the Fixed Services must enter into a written Agreement with Vodafone and Vodafone reserves the right to levy a deposit from Customers who subscribe to the Fixed Services.
    • 2.3. Vodafone will only be bound by the order shown on the Fixed Services Contract Agreement when it has been signed by the Customer. Vodafone reserves the right to accept, or refuse, the Customer as its subscriber. Vodafone reserves the right to accept orders in electronic format, through the provision of digital signatures, when the latter become legally acceptable.
    • 2.4. The relationship between the Registered Subscriber ("Customer") and Vodafone, for the provision of the Service at the premises, shall be regulated by the terms and conditions of the Fixed Services below ("Conditions").
    • 2.5. These Conditions shall, together with the Specific Tariff’s terms and conditions, form an integral part of the Agreement and shall have the force of law between the parties. Except to the extent:
      • a) that in the event of any conflict or inconsistency between any provision of the Specific terms and conditions and any provision of the General Fixed Services terms and conditions, the provisions of the General Fixed Services terms and conditions shall take precedence;
      • b) that all rights conferred on Vodafone under the General Fixed Services Terms and Conditions with respect to any matter or event shall be additional to the rights conferred on Vodafone under the Specific Terms and Conditions or any other agreement with the Customer with respect to that matter or event.
  • 3. CONNECTION TO THE SYSTEM AND FIXED NUMBER PORTABILITY
    • 3.1. Vodafone will provide the Customer with connectivity to the Fixed Services for a term equivalent to the subscription period agreed to by the Customer and until the expiry of that subscription period or until the Agreement is terminated in accordance with the terms hereof.
    • 3.2. Vodafone may change the Fixed Services including, but not limited to, access procedures, hours of operation, commands, documentation and services offered (including their description). Notification of any such changes will be provided to the Customer prior to the proposed change in accordance with the applicable law; provided that if any such change is of an urgent nature, notification shall be made to the Customer as soon as is reasonably practicable. Such notification shall be made, in Vodafone's discretion, either by electronic mail to the Customer's e-mail address or by post to the address provided by the Customer to Vodafone. Notification can also be made via adverts in the media. By becoming a subscriber to the Fixed Services and/or accessing and/or using the Fixed Services, the Customer acknowledges he/she is to be aware of such changes and agrees to be bound by and adhere to them.
    • 3.3. If the Customer is a new Vodafone Fixed telephony subscriber, the Customer may choose his/her fixed telephony number, subject to the number availability, upon signing of the Agreement for the Fixed Services referred to above.
    • 3.4. In the event that Fixed Number Portability of the Customer’s current fixed telephony number is successful, the Customer’s fixed telephony number shall be reserved and Vodafone’s tariff for fixed telephony shall be set accordingly.
    • 3.5. In the event that Fixed Number Portability of the Customer’s current fixed telephony number is unsuccessful, the Customer’s shall be notified via electronic mail to the Customer's e-mail address or by post to the address provided by the Customer to Vodafone.
    • 3.6. The Customer shall not acquire any right or interest in any Fixed Telephone Number (‘FTN’) notwithstanding the duration for which such FTN may have been assigned or used by the Customer or any payment which may have been made by the Customer for it.
    • 3.7. If the Customer wishes to use the same FTN in connection with any service to be provided by any operator other than Vodafone, the Customer shall make the appropriate arrangement with such operator for that purpose before the Customer terminates the Service in relation to which the FTN has been assigned to the Customer. Vodafone shall not be required to consent or permit any FTN to be used in connection with any service to be provided by any other operator otherwise than in accordance with and subject to the terms and conditions of any agreement between Vodafone and such other operator or as required in terms of applicable laws, regulations and fixed number portability specifications.
  • 4. PROPER USE OF THE SERVICE
    • 4.1. The Customer shall not assign, transfer or encumber any or all of its rights, interests and obligations under any Customer Agreement with respect to any Fixed Services or Vodafone Equipment without the customer’s written authorisation.
    • 4.2. The Customer shall:
      • a) ensure that the Fixed Services are only used with the Vodafone Equipment supplied. Furthermore all Equipment supplied, connected to or used in conjunction with the Fixed Services is connected or used in accordance with the law, with these terms and conditions and shall obtain the prior written approval of Vodafone before connecting (or permitting any person to connect) any other equipment to any electronic communications system operated by Vodafone, any other service provider or any Vodafone Equipment, except where Vodafone has dispensed with the requirement for such approval;
      • b) promptly comply with all notices, instructions or directions given by Vodafone in respect of the installation, use or operation of the Fixed Services, Vodafone Software and all relevant equipment;
      • c) install, use and keep all Vodafone Equipment in good working condition (reasonable wear and tear excepted) in accordance with the specifications, guidelines and recommendations of the vendor thereof and of Vodafone, and shall disconnect or cease to use any such Vodafone Equipment at the request of Vodafone;
      • d) retain all Vodafone Equipment at all times in the custody and control of the Customer at the premises occupied by the Customer or at such other premises as Vodafone may have approved in writing for the purpose;
      • e) provide at his own expense, when so required by Vodafone, all facilities and resources whatsoever necessary for the proper installation, operation and maintenance of the Service and all Vodafone Equipment, including, but not limited to, power points, electricity conduits, power fall back device, pipes and appropriate access or easement rights;
      • f) ensure that in the event of installations by Vodafone personnel or contracted outsourcer, the Customer shall be present in such case and shall sign the installation report upon completion of installation.
    • 4.3. The Customer acknowledges that he/she may only use the Fixed Services for lawful purposes. Without prejudice to the generality of the foregoing, the Customer agrees that:
      • a) he/she shall not use nor authorize or permit any other party to use the Fixed Services to receive, transmit or store material which is in violation of any law or regulation, which is obscene, pornographic, threatening, menacing, offensive, defamatory, in breach of confidence, in breach of any intellectual property rights (including copyright), or is otherwise unlawful;
      • b) he/she shall not transmit any electronic material (including viruses) through the Fixed Services which shall cause or is likely to cause detriment or harm, in any degree, to computer systems owned by Vodafone and/or other Internet users;
      • c) as the registered user of the account he/she is responsible for his/her account and he/she will keep the password secure and not let it become public knowledge and will not be stored anywhere on a computer in plain text;
      • d) if the password becomes known to any other unauthorized user he/she will either change the password by using the on-line facilities or inform Vodafone immediately.
    • 4.4. Any attempt on the part of the Customer to access or modify unauthorised computer system information or to interfere with normal system operations, whether on Vodafone’s Equipment or of any computer system or network that is accessed via Vodafone's communication services, will result in the immediate termination of the Customer's Fixed Services. These unauthorised activities include, but are not limited to: guessing at or using passwords other than the user's own, sharing the Customer's own password(s) and account(s) with others not authorised by Vodafone to use said password(s) and account(s), accessing or attempting to access information that does not have public access permissions, and accessing any computer system on which the Customer or the Public is not welcome.
    • 4.5. Netiquette - The Customer acknowledges that there is etiquette ("netiquette") which he/she agrees to observe when using the Fixed Services. The Customer agrees to abide by the rules of netiquette including but not limited to the following rules:
      • a) The Fixed Services shall not be used to send unsolicited bulk and/or commercial messages over the Internet (known as "spamming")
      • b) The Fixed Services shall not be used for the distribution of Internet viruses, Worms, Trojan Horses or other destructive activities, including distribution of information regarding the creation and distribution about these destructive activities.
      • c) The Fixed Services shall not be used to engage in activities that are illegal, including advertising, transmitting or otherwise making available pyramid schemes, fraudulently charging credit cards and pirating software.
      • d) The Fixed Services shall not be used to engage in activities, whether lawful or unlawful that Vodafone deems to be harmful to its customers, operations, reputation, goodwill or customer relations.
  • 5. LIABILITY
    • 5.1. Vodafone will use reasonable endeavours to provide a prompt and continuing Fixed Services as described in this Agreement but will not be liable for inter alia:
      • a) loss of data;
      • b) loss or damage of software or hardware;
      • c) loss or liability resulting from access delays or access interruptions;
      • d) loss or liability resulting from computer viruses;
      • e) loss or liability resulting from data non-delivery or data misdelivery;
      • f) loss or liability resulting from any errors, omissions, or misstatements in any and all information, goods, or services obtained on or through the Fixed Services;
      • g) loss or liability resulting from the acts and/or omissions of Vodafone or other Vodafone users and
      • h) any error or omission of the Customer.
    • 5.2. Vodafone specifically excludes any warranty as to the accuracy, content or quality of information or software obtained through its Fixed Services.
    • 5.3. Save as expressly set out herein, all conditions or warranties which may be implied or incorporated into this contract by law or otherwise, including but not limited to those of merchantability or fitness for a particular purpose, are hereby expressly excluded to the extent permitted by law. In no circumstances whatsoever will Vodafone be liable for economic or consequential loss (direct or indirect).
    • 5.4. Without prejudice to any other provision contained in this Agreement excluding or limiting Vodafone's responsibility, the liability of Vodafone (if any) in contract, or tort or otherwise arising out of or in connection with supply of the Fixed Services shall be limited in respect of any one event or a series of two or more connected events to five hundred euro (€500).
    • 5.5. Vodafone is not responsible for the Customer's personal files, website or e-mail box residing on Vodafone's systems. The Customer is responsible for the independent backup of his/her data stored on Vodafone's systems.
    • 5.6. Even when the Equipment is provided to the Customer free of charge, if upon termination of this Agreement the Equipment is returned damaged or faulty, resulting from but not limited to misuse, mishandling, wilful damage by liquids, connection to unsuitable supply, power surges, lightning, tampering or service by unauthorized persons, the Customer will be liable to pay to Vodafone a charge as per the Specific terms and conditions.
  • 6. CONNECTION TO OTHER NETWORKS
    • 6.1. The Fixed Services may be used by the Customer to link into other networks worldwide. The Customer agrees to comply with the Fixed Services Agreement and/or the acceptable use policies and/or terms and conditions of any network that the Customer connects to.
    • 6.2. Vodafone shall not be held responsible for customer accessing third party website.
  • 7.DATA PROTECTION
    • 7.1. We hereby declare that the personal information that we may process shall only be used in connection to the purposes stated herein and in our Privacy Policy (which can be found in full on our website: www.vodafone.com.mt/privacypolicy or in any Vodafone store). For full details on how Vodafone collects, uses and shares personal information including your data protection rights please see our Privacy Policy. In case of queries please get in touch by contacting us on 247.mt@vodafone.com or by visiting any Vodafone store
  • 8. FEES, CHARGES, BILLS AND PAYMENTS
    • 8.1. The Customer shall only be charged Access Fees and Charges in respect of the Fixed Services that s/he has subscribed for.
    • 8.2. All rates, charges, fees and penalties applicable to the Fixed Services, including but not limited to maintenance services, are listed in the Specific terms and conditions. The Specific terms and conditions may be varied and / or amended by Vodafone from time to time in accordance with the applicable law and such variation or revision shall take effect as from the date determined by Vodafone.
    • 8.3. A surcharge as specified in the Specific terms and conditions applies if the Customer does not pay by Direct Debit.
    • 8.4. E-Billing is the default method for billing purposes. Customers are required to supply Vodafone with a valid email address where notifications will be sent inter alia informing the Customer that the bill has been issued and any other information. It is the Customer's responsibility to inform Vodafone of any changes in his/her email address. If Customer opts for a printed bill sent by post to his/her billing address he/she will be charged a fee as specified in the Specific terms and conditions.
    • 8.5. Bills are to be settled by the Customer by the due date of payment as indicated on the invoice in question, hereinafter "Due Date". Vodafone reserves the right to charge the Customer a late payment fee as specified in the Specific terms and conditions. Also Vodafone reserves the right to issue any back dated charges to the Customer for the Fixed Services provided to the Customer by Vodafone. The Customer hereby undertakes to pay such charges for the Fixed Services even if they would have erroneously been omitted from any of his/her prior invoices. Any overpayment by the Customer with respect to any amount, item, entry or matter stated in the Bill shall be credited by Vodafone (without interest) to the relevant Account after Vodafone has completed its investigations and is satisfied as to the error or inaccuracy of that amount, item, entry or matter.
    • 8.6. Prior to suspension and/or termination of the Fixed Service, Vodafone shall endeavour to notify the Customer. This notwithstanding, in the event of persistent non-payment for the Fixed Services, Vodafone reserves the right to disconnect the Fixed Services without notice. Vodafone further reserves the right to levy a charge as specified in the Specific terms and conditions.
    • 8.7. If any cheques, credit cards, direct debits or standing orders that are provided to Vodafone are returned for insufficient funds or for any other reason, Vodafone shall be entitled to impose a penalty on the Customer at the maximum rate allowed by the law.
    • 8.8. Vodafone also reserves the right to carry out a credit check on the Customer at any time. In default of payment of any amount due to Vodafone, Vodafone shall be entitled to give the Customer's details to one or more credit reference agencies, their members and any third party to whom Vodafone is obliged or authorized to transfer such credit-related data by or under any law. If at any time the Customer fails to meet Vodafone's credit conditions, Vodafone may further enforce any credit limits on the Customer's Service account, restrict the Fixed Services, only allow certain specified methods of payment and / or suspend the Fixed Services (or other services of Vodafone that Vodafone currently provides to the Customer) when the Customer reaches the credit established until Vodafone receives the full payment of any and all charges that are due by the Customer.
    • 8.9. Should the Customer wish to query any amount invoiced to him/her by Vodafone, the Customer must notify Vodafone before the Due Date by contacting 247 or visiting one of Vodafone’s retail stores. During the period when Vodafone would be investigating such query, and provided that the Customer would have paid the portion of the invoiced amount that would not be in dispute, Vodafone will not disconnect the Fixed Services or divulge any credit-related data concerning the Customer to any credit reference agency or other third party before Vodafone notifies him/her of the conclusion of the said investigation and the Customer subsequently fails to pay any such amount due.
  • 9. CANCELLATION / INTERRUPTION / SUSPENSION / TERMINATION OF THE SERVICE AND CONSEQUENCES THEREOF
    • 9.1. The Agreement shall remain valid and in force for the whole duration of the Initial Term unless it is terminated in accordance with the provisions of this Agreement.
    • 9.2. Should the Customer decide to terminate the Agreement prior to the expiry of the Initial Term, as applicable, he/she must complete a Vodafone Disconnection Form. Should the Customer terminate the Agreement in this manner, he/she shall be bound to pay Vodafone the balance of all the charges for the Fixed Services until the date on which the Customer returns to Vodafone the Equipment provided. The Customer shall not be entitled to reimbursement of any charges whatsoever (including but not limited to any penalty charges and/or the connection fee). If the Customer terminates this Agreement before the Initial Term, he/she will suffer penalty charges as contemplated in the Specific Tariff’s Ts&Cs.
    • 9.3. Upon termination:
      • a) The Customer must settle all outstanding charges listed on his/her account;
      • b) The Customer must, return all Vodafone provided Equipment to the Customer in order to enable him/her to use the Fixed Services. In default, or should this equipment be returned damaged or faulty resulting from, but not limited to, misuse, mishandling, wilful damage by liquids, connection to unsuitable supply power, surges, lightening, tampering or service by unauthorised personnel, the customer will be liable to pay Vodafone the sum as stipulated in the specific Tariff’s Terms and Conditions.
      • c) Vodafone shall stop providing the Fixed Services and shall deactivate all Vodafone provided Equipment on the date on which it receives the Equipment;
      • d) Charges for the Fixed Services shall only cease from the date on which, in accordance with this Condition 9, Vodafone receives from the Customer:
        • i. the completed Vodafone Disconnection form of the Fixed Services and
        • ii.the Equipment, provided that if the Customer returns the Equipment to Vodafone in a damaged state, Vodafone shall be entitled to charge a penalty to the Customer.
    • 9.4. We reserve the right to suspend indefinitely or for a definite period, amend/alter/delete or terminate these terms and conditions at any time (collectively the 'Modifications') and for any valid commercial, technical or operational reason, by giving you a 30 day prior written notice with the proposed amendments/alterations or stating the reason for the Modifications thereof. Should you disagree with the proposed Modifications during the 30-day time-period, you shall have the right to opt-out from these Fixed Services without incurring any early termination penalties by informing us of your decision to this effect. You may incur penalties should you decide to opt-out after the expiration of the 30 day time-period.
    • 9.5. The Customer is liable to pay all charges for the Fixed Services up to the date indicated in Condition 9.3(d). If Vodafone disconnects these Fixed Service because of failure to pay any dues, Vodafone shall be entitled to recover from the customer all costs and charges relating to collection, interest, legal fees and any then current disconnection fees. If Vodafone discovers that the Customer received services from Vodafone without its permission, Vodafone will further charge for any usage charges relating to such services. If the Customer breaches the Agreement by committing fraud or illegal activity, the Customer shall be reported to the police, who will take the appropriate legal action.
    • 9.6. Vodafone may also interrupt, suspend or terminate the provision of the Fixed Services without any prior notification in any of the following circumstances:
      • a) in fulfilment of any instructions requested by governmental or regulatory authorities;
      • b) for the purposes of repair, maintenance, improvement of the network or other operational reasons;
      • c) if any failure, interruption, disruption or congestion of or in any electronic communications network, system or services (whether of Vodafone, the Customer or any other person).
      • d) for health and safety considerations; and
      • e) for any other reason beyond its control.
    • 9.7. Where reasonably possible Vodafone shall provide adequate notice prior to the interruption, suspension or termination of the Fixed Services and where relevant it undertakes to restore the provision of the Fixed Services without unnecessary delay.
    • 9.8. Without prejudice to any right arising hereunder or by virtue of any other law or practice, Vodafone may at its discretion promptly terminate the provision of the Fixed Services to the Customer without the need of any prior notification in the event that the Customer:
      • a) breaches any of the Conditions laid out herein;
      • b) fails to pay any amounts that he/she is liable to pay hereunder;
      • c) the Customer has exceeded his/her credit limit or has failed to pay the relevant Access Fees and Charges and any other sums due or payable to Vodafone with respect to any of the Fixed Services;
      • d) becomes insolvent or bankrupt, the Customer enters into any arrangement with creditors or legal action is taken or threatened against his/her property;
      • e) or another person at the Customer's premises have committed or may be committing any fraud or any other illegal activity against Vodafone or against any other person by using the Fixed Services or any related equipment;
      • f) provides Vodafone with false, inaccurate or misleading information at any time during the duration of the Agreement;
      • g) the death or mental incapacity of the Customer.
    • 9.9. Should the Customer decide to reactivate the Fixed Services following termination, the Customer shall be required to settle all outstanding dues that he/she may have with Vodafone on his/her account as well as a reconnection charge as indicated in the Specific Tariff’s Ts&Cs, subject to any regulatory obligations that may be applicable.
    • 9.10. Vodafone reserves the right to delete al personal files of the Customer after termination of this Agreement.
  • 10. COMPLAINT HANDLING PROCEDURE
    • 10.1. Should the Customer wish to lodge a complaint or a query to Vodafone with regards to Fixed Services, the Customer can visit on of Vodafone’s retail stores, call 247 or send us an e-mail to 247.mt@vodafone.com. The Customer will be subsequently contacted by Vodafone representatives within ten (10) working days from lodging complaint.
    • 10.2. The Customer can lodge a complaint up to 12 months from incurring the disputed amount. To lodge a complaint, the Customer must be in possession of an Itemised Bill for the disputed service. Such complaint will be settled within 15 working days from complaint submission.
    • 10.3. The Customer can lodge a complaint with the Malta Communications Authority if not satisfied with the response and/or remedy offered by Vodafone. Malta Communications Authority’s can be contacted either through their website ( http://www.mca.org.mt/consumer/forms/complaints) or the Customer can call on 21336840.
  • 11. INTELLECTUAL PROPERTY RIGHTS
    • 11.1. Vodafone owns and retains all intellectual property rights including copyright in the Fixed Services. Except for public domain material, all material displayed on, or downloaded from the Fixed Services is protected by intellectual property and copyright legislation, and may not be redistributed, transmitted, re-transmitted, copied, or published without the permission of the intellectual property right or copyright owner. The placement of material in any public posting area, or software library of Vodafone without the consent of the intellectual property or copyright owner is in violation of the law and this Agreement. The Customer specifically agrees not to upload, post or reproduce in any way any materials protected by intellectual property or copyright without the permission of the intellectual property or copyright owner.
  • 12. NOTICES & LIMITATIONS
    • 12.1. Customers that are subscribed to Vodafone’s Fixed Telephony Service and that wish to call the Emergency Services, can call the short code number as may be applicable from time to time. Currently the number is 112.
    • 12.2. Vodafone declares and the Customer acknowledges that Vodafone’s Equipment is dependent on electricity for performance. Accordingly, in the event of power outages, the Fixed Services (including access to emergency services) will cease to function unless the Customer installs an adequate power back-up facility. Provided that where the Customer refuses to install a power back-up facility, the Customer shall be solely responsible for the non-functioning of the Fixed Services in the event of power failure within the premises.
    • 12.3. Vodafone reserves the right not to entertain migration requests by Customers from one tariff plan onto another tariff plan. Furthermore, Vodafone reserves the right to request that the Customer terminates his/her present Customer Agreement and enter into a new Agreement.
  • 13. ASSIGNMENT
    • 13.1. The Customer shall not assign or transfer the Agreement in whole or in part to any third party whomsoever without Vodafone’s and the third party’s written authorisation.
    • 13.2. Vodafone may, for business reasons, assign or transfer any of its rights and obligations under the Agreement at any time at its sole discretion.
  • 14. WAIVER
    • 14.1. No failure or delay by Vodafone in exercising or enforcing any of its rights under this Customer Agreement shall operate as a waiver of such rights. Furthermore this shall not in any way prejudice or affect the right of Vodafone to act strictly in accordance with the rights and powers granted to it under this Customer Agreement.
  • 15. SEVERABILITY
    • 15.1. The validity or unenforceability for any reason of any part of the Agreement, these Conditions, and/or the Specific terms and conditions, shall not prejudice or affect the validity or enforceability of the remainder thereof vis-à-vis that party or in relation to the other parties.
  • 16. FORCE MAJEURE
    • 16.1. Without prejudice to any other provision contained in this Agreement, excluding or limiting Vodafone's responsibility, Vodafone shall not be liable to the Customer for any loss or damage which may be suffered by the user due to any breach of these terms and conditions or failure on Vodafone's part to perform any obligation as a result of technical problems relating to the Fixed Services, termination of any licence to operate or use the Fixed Services, act of God, inclement weather, flood, drought, lightning or fire, earthquakes and volcanic eruptions, failure or shortage of power supply, strikes, lockouts, labour disturbances and industrial disputes of any kind, Government control, restrictions or prohibitions or any other Government act or omission whether local or national, any act or omission of any road transport authority, or of the operators of other telecommunication services, or of any other agencies or authorities, acts or omissions of the public authorities, war, terrorist attacks, military operations and riots, difficulties, delays or interruptions in the production or supply of Equipment used in the Fixed Services, act or default of any supplier agent or sub-contractor, or any other similar or dissimilar cause beyond Vodafone's control.
  • 17. INDEMNITY
    • 17.1. The Customer hereby agrees to fully indemnify and to hold Vodafone harmless from and against any claim brought by any third party resulting from the use of the Fixed Services or the Vodafone network by the user and in respect of all losses, costs, actions, proceedings, claims, damages, expenses (including reasonable legal costs and expenses), or liabilities, whatsoever suffered or incurred directly or indirectly by Vodafone in consequence of the Customer's breach or non-observance of any of the terms and conditions of this Agreement.
    • 17.2. The Customer shall defend and pay all costs, damages, awards, fees (including any reasonable legal fees) and judgments awarded against Vodafone arising from the above claims and shall provide Vodafone with notice of such claims, full authority to defend, compromise or settle such claims and reasonable assistance necessary to defend such claims, at his/her sole expense.
    • 17.3. The Customer acknowledges that Vodafone is unable to exercise control over the content of information passing over the Vodafone network or via the Fixed Services, and Vodafone hereby excludes all liability of any kind for the transmission or reception of infringing information of whatever nature.
  • 18. JURISDICTION, APPLICABLE LAW, LANGUAGE
    • 18.1. The Agreement shall be governed and construed in accordance with the laws of Malta. The parties irrevocably submit to the jurisdiction of the courts of Malta or any other competent tribunal at law in case of any dispute. In the event of any conflict between the English and the Maltese versions of The Agreement, the English version thereof shall prevail.
  • 19. QUALITY OF SERVICE & COMPENSATION
    • 19.1. The minimum annual Service availability on Vodafone's Network, excluding Force Majeure cases and/or faults attributable to the Customer and/or other third parties, is 99%. In case of lack of full service performance of a Customer's Fixed Services, a maximum repair time of two (2) Working Days shall apply from the date that the fault was reported and subject to the Customer accepting the first available appointment. This excludes any cases of force majeure, damage or disruptions caused by third parties or the Customer himself/herself. The Customer agrees to adhere to any reasonable instructions issued by Vodafone in order to facilitate Service restoration. Where such instructions are not adhered to, the Customer acknowledges that Vodafone may not be able to adhere to this timeline. Fault rectification is free of charge unless it is attributable to the Customer and shall be charged as per the fees mentioned in the Specific terms and conditions.
    • 19.2. Vodafone Malta’s Fixed Services are offered on a contention ratio basis and all facilities for traffic management, routing as well as the bandwidth itself are shared amongst a number of users. The quality of service may vary according to the number of users online at any one time and cannot be guaranteed.
    • 19.3. Vodafone Malta shall endeavour to provide the customer with a connection speed that reflects the Fixed Services which is being subscribed to. The connection speed is the speed at which data is transferred between the customer's computer and Vodafone Malta’s core network. The connection speed will always be greater than the download speed, which is the speed at which data is transferred from the internet to the user's computer, since download speed is dependent on internet or network congestion, and the speed of websites that the user connects to on the internet, among others. The maximum connection speed that can be achieved on the connection will vary based on a variety of factors, including, but not limited to:
      • a) distance from the base station;
      • b) load on the base station providing the Fixed Services;
      • c) radio coverage at the customer’s premises;
      • d) number and type of appliances utilising the customer's connection
    • 19.4. Quality of service is also dependent on the users' traffic patterns and Vodafone Malta performs bandwidth management at an application level to ensure that bandwidth is being shared fairly amongst users. This management also ensures fair weighting between various applications to ensure that heavy usage applications such as peer-to-peer downloads do not congest the system in a way that the system becomes unusable for other users. Broadband services continue to be offered as they have always been, on a best effort basis.
    • 19.5. Network management procedures and tools that are consistent with industry practice are utilized to ensure that the integrity of the Vodafone network is maintained. In cases when the Vodafone Malta’s network is at risk of being congested, Vodafone Malta reserves the right to take whatever action it sees fit in order to ensure that the quality of service is not impacted. These actions may result in customers experiencing varied service and performance levels.
    • 19.6. Vodafone Malta reviews individual subscriber upload and download usage and behaviour relative to average customer use of the network for each product. In the case of congestion caused by abusive use of the service or activities which impair other customers from accessing the network, Vodafone Malta may intervene by notifying the customer of the abusive behaviour. Where traffic is repeatedly abusive Vodafone Malta reserves the right to stop provision of the Fixed Services.
    • 19.7. The technology used to provide the Fixed Services is in Vodafone Malta's sole discretion.
  • 20. SERVICE PROMISE
    • 20.1. Vodafone shall do its utmost to provide continuous and good Fixed Services, however it acknowledges that problems may arise. In these cases, the Customer may report the matter to Vodafone for further investigation and may escalate the matter if not satisfied with the outcome. Should the Customer remain without the Fixed Services in the event of the Vodafone’s Network fault, a pro-rata credit compensation shall apply to Customer’s Account. This excludes lack of service attributable to (a) Force Majeure, (b) any circumstance which is attributable to the Customer and/or (d) when the Customer refuses access to his premises from the dates proposed by Vodafone. The pro-rata compensation will be calculated on the monthly fee payable to Vodafone in line with the applicable Specific terms and conditions from the day the fault was reported until it was resolved.
    • 20.2. If the Customer believes that the Fixed Services provided deviates from the contracted typical speed range (TSR), the Customer may contact Vodafone as per Condition 19.1. If after due investigation it results that Vodafone cannot provide the Fixed Services, the Customer shall have the right to rescind the contract without incurring any penalty charges.
    • 20.3 Although Vodafone supplies the Customer with the Equipment of the highest standard and quality, it is not excluded that the Equipment or any component might get faulty. In such case, the Customer should visit Vodafone Service Centre in Birkirkara, so the Equipment can be inspected and diagnosed. Vodafone will fix or replace the Equipment free of charge immediately there and then. Provided that the Customer is not entitled to a free repair and/or replacement, if the diagnosis proves that the fault of the Equipment is attributable to misuse, mishandling, wilful damage by liquids, connection to unsuitable supply, power surges, lightning, tampering, service by unauthorized persons or any other use of the Equipment that is not in line with term 4.2. In such cases the Customer will be liable to pay to Vodafone a repair and/or replacement charge depending on severity of the diagnosed fault.
  • 21. CHARGES
    • 21.1. All payments relating to the Fixed Services shall be in arrears, and an invoice shall be received from Vodafone indicating the Access Fees and Charges applicable and accrued by the Customer in using the Fixed Services during a given timeframe.
    • 21.2. Any additional equipment than that provided by Vodafone for the Fixed Services, shall be at the customer’s sole expense.
    • 21.3. In the eventuality that the Customer requires the Vodafone Equipment and the Fixed Services to be relocated from one place to another, Vodafone shall reserve the right to charge the Customer a service transfer charge as specified in the Specific terms and conditions.
  • 22. INSTALLATION
    • 22.1. Vodafone’s Fixed Services is a self-install device.
    • 22.2. Should the Customer, require installation via Vodafone’s installers, the following shall apply:
      • a) an appointment for installation shall be set by Vodafone at a convenient date and time for both the Customer and the installer;
      • b) the Customer shall honour the appointment and be present during the installation;
      • c) during the installation, the installer shall carry out tests to determine whether the location has suitable coverage and whether the Customer requires additional equipment;
      • d) the installer shall inform the Customer of any additional equipment required on location, and the Customer shall be deemed to accept the proposed solution by the Installer, subject to certain limitations which may arise;
      • e) the installer shall fill in the Vodafone’s Order Form and the Customer shall sign the report as an acceptance of the works carried out.

v.2018.05

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Vodafone Link Plan for Customers migrated from WIMAX services

  • 1. The Vodafone Link Plans are offered on promotion by Vodafone Malta Limited ('we') to its existing Fixed Services customers operating on Wimax technology ('you'). Vodafone reserves the right to limit the number of Vodafone Link tariff plans offered to a single person/legal entity. These Terms and Conditions must be read in conjunction with the General Vodafone Fixed Services Terms and conditions.
  • 2.The promotion by Vodafone shall run from the 15th March 2015 till 31st August 2015 (‘promotional period’)
  • 3. Vodafone Link Plans available (the ‘Tariff Plans’):
    • 3.1 All rates and charges quoted below are inclusive of VAT but are exclusive of excise tax or any other taxes which may be applicable.
    • 3.2 Option A: Fixed Internet and Voice Services on a two (2) year agreement
      Tariff Plans: Vodafone Home Link
      Monthly Access Fee €25/ month
      Fixed Internet Unlimited Usage
      Download Speed(estimated maximum) 30Mbps
      Upload Speed Up to 2Mbps
      Fixed Voice Unlimited calls to local Vodafone Mobile numbers 80 Minutes to call Any local fixed or local mobile network Refer to Term 4.2 for International Call Charges
      Devices Provided by Vodafone – Monthly Device Rental Fee FREE use of one Fixed Internet Device and FREE use of one Fixed Voice Device
      Installation Charge FREE Installation
    • 3.3 Option B: Fixed Internet Service on a two (2) year agreement
      Tariff Plans: Vodafone Home Link Data
      Monthly Access Fee €18/ month
      Fixed Internet Unlimited Usage
      Download Speed(estimated maximum) 30Mbps
      Upload Speed Up to 2Mbps
      Devices Provided by Vodafone – Monthly Device Rental Fee FREE use of one Fixed Internet Device
      Installation Charge FREE Installation
    • 3.4 Option C: Fixed Internet and Telephony Service on a one (1) year agreement: Same as Option A, in Term 3.2 above, except for the Monthly Device Rental Fee which shall be charged at €10/ month as indicated in Term 5.2 below.
    • 3.5 Option D: Fixed Internet Service on a one (1) year agreement: Same as Option B, in Term 3.3 above, except for the Monthly Device Rental Fee which shall be charged at €3/ month as indicated in Term 5.2 below.
  • 4. Rates outside Tariff Plan (Available with Option A and Option C choices)
    • 4.1 Out of Bundle Rates for Option A and Option C:
      All local calls exceeding the bundled minutes €0.25c per minute. Calls lasting less than 1 minute shall be charged at a flat rate of &euro0.25c per call
      Calls to Premium Rate Numbers Premium Call Rate = €0.25c/minute + premium rate of the call For more info on premium rates visit: www.mca.org.mt/sites/default/files/pageattachments/PRS Decision.pdf
      Calls to 1189 Consumed from Voice minutes Bundle
      International Calls Charged on a per minute basis and shall not be consumed from your Bundle (Refer to Term 4.2 below)
    • 4.2 International Calls Rates:
      Zone Calls without using 1099 Calls with 1099
      1 – EU €0.22c €0.22c
      2 – North Africa, USA, Canada & Australia €0.51c €0.30c
      3 – Rest of the World €0.91c €0.35c
      4 – Premium, Satellite & Other Countries €2.63c €4.50c

      To benefit from 1099 rates: Enter 1099 prefix before dialling the international number (for ex: if you wish to call a UK number at a discounted rate you need to dial 10990044XXXXXX). For more information visit: www.vodafone.com.mt/tc-pay-monthly#internationalpaymonthly

  • 5. Administrative charges and other rates
    • 5.1 The following administrative charges shall apply:
      Service Applicable Administrative Charge incl. VAT
      Paper copy of your itemised bill €3 per itemised bill
      No Direct Debit Mandate €1.50 per month
      Direct Debit Reversals €5
      Suspension of Service – reconnection charge €10
      Paper bills €2 per invoice
      Change in Customer Details FREE

      These charges cover the work involved in processing each request/payment instructions as well as any stationary costs relative thereto.

    • 5.2 Other Rates that may apply:
      Service/ Product Applicable Rate incl. VAT
      Static IP address €2 per month for each Static IP
      CPE Device €200/ device
      Fixed Voice Device €60/ device
      Device Rental Charge (for 1 year agreements on Fixed Internet and Fixed Telephony Plan) €10/ month
      Device Rental Charge (for 1 year agreements on Fixed Internet Only Plan) €3/ month
      Support charges (Technician Home visit) during business hours [09:00 till 17:00] €25 for the first hour and €15 for subsequent hours
      Support charges (Technician Home visit) outside business hours (incl. Sundays and Public holidays) €30 for the first hour and €17 for subsequent hours
      Abandoned Installations €20
  • 6. Cooling Off Period Promotion
    • 6.1 These Plans come with a 30 day cooling off period within which you can decide to stop the agreement, by returning the device/s to our Service Centre at the Destination Store on B’kara Bypass without incurring any penalties. All devices must be returned in a good working condition and with their original packaging, subject to a penalty of €200 in line with Term 8.2 below.
    • 6.2 The Cooling Off Period Promotion shall apply only once per subscriber per Vodafone Link contract activated.
  • 7. Disconnection and Penalties
    • 7.1 A penalty equalling to 50% of the Monthly Access Fees (excluding additional fees) × Remaining months into contract shall apply upon disconnection and termination (prior to the expiration of your Agreement).
    • 7.2 Upon disconnection of service, the modem should be returned to one of Vodafone’s retail outlets in good condition. In default, or should this equipment be returned damaged or faulty resulting from, but not limited to, misuse, mishandling, wilful damage by liquids, connection to unsuitable supply power, surges, lightening, tampering or service by unauthorised personnel, the customer will be liable to pay Vodafone the sum of €200.
  • 8. Payment
    • 8.1 The Monthly Access Fee will be calculated on a pro rata basis according to the effective date of your Agreement and shall be charged in arrears.
    • 8.2 Payment for this Tariff Plan will be via Direct Debit Mandate.
  • 9.You may renew your agreement either by calling customer care on 247or by visiting one of our retail stores.
  • 10. General Information on these Tariff Plans: You are requested to apply for our secure e-billing service by providing us with your personal e-mail address upon subscription and you will start receiving a monthly SMS notification on your mobile number, informing you that your e-bill has been issued. You shall be charged a monthly administrative fee of €2 per invoice if you fail to provide us with your personal email address.
  • 11. General Fixed Services Terms and Conditions
    • 11.1 Upon subscribing to one of these Tariff Plans, you are automatically accepting to adhere to these terms and conditions.
    • 11.2 You are advised to call 1623, send us an email on 247.mt@vodafone.com or visit one of our retail outlets, to learn more about these Tariff Plans. The list of our retail outlets may be found on this link: https://www.vodafone.com.mt/vodafonestores.
    • 11.3 Quality of Service: The benefits of this Tariff Plan are meant solely for individual use. If, in our reasonable opinion we deem your use as being excessive, we may ask you to moderate your usage, as this may have repercussions on the quality of the network and service levels enjoyed by our other consumers. If after we have informed you to moderate your usage, you fail to do so, we reserve the right suspend or terminate your service. Furthermore, we reserve the right to suspend or terminate your service if you abuse of the service and/or use it in a way for which it is not intended.

© V.2019.04

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Vodafone Link Plans

  • 1. The Vodafone Link Plans are offered by Vodafone Malta Limited ('we') to existing and new Fixed Services customers ('you'). Vodafone reserves the right to limit the number Vodafone Link tariff plans offered to a single person/legal entity. These Terms and Conditions must be read in conjunction with the Vodafone General Fixed Services Terms and Conditions.
  • 2. You may subscribe to a Vodafone Link plans as from the 15th March 2015.
  • 3. Vodafone Link Plans available (the Tariff Plans):
    • 3.1 All rates and charges quoted below are inclusive of VAT but are exclusive of excise tax or any other taxes which may be applicable.
    • 3.2 Option A: Fixed Internet Service on a two (2) year agreement
      Tariff Plans: Vodafone Home Link Data/
      Vodafone Office Link Data
      Vodafone Business Link Data
      Monthly Access Fee for Non-RED Plan Customers €30/ month €35/ month
      Fixed Internet Unlimited Usage Unlimited Usage
      Download Speed Up to 30Mbps Up to 30Mbps
      Upload Speed Up to 2Mbps Up to 5Mbps
      Devices Provided by Vodafone – Monthly Device Rental Fee One FREE use of Fixed Internet Device One FREE use of Fixed Internet Device
      Installation Charge and On-site support Charge Refer to Term 5.2 below FREE
      Buy and Try Promotion as per Term 4.1 Available Available
      Service Description TSR Download Estimate 10-30 Mbps
      TSR Upload Estimate 1-2 Mbps
      TSR Download Estimate 10-30 Mbps
      TSR Upload Estimate 1-4 Mbps
    • 3.3 Option B: Fixed Internet Service on a one (1) year agreement:
      Tariff Plans: Vodafone Home Link Data/Vodafone Office Link Data Vodafone Business Link Data
      Monthly Access Fee for Non-RED Plan Customers €30/ month €35/ month
      Fixed Internet Unlimited Usage Unlimited Usage
      Download Speed Up to 30Mbps Up to 30Mbps
      Upload Speed Up to 2Mbps Up to 5Mbps
      Devices Provided by Vodafone – Monthly Device Rental Fee €3/ month €3/ month
      Installation Charge and On-site support Charge Refer to Term 5.2 FREE
      Monthly Access Fee for Non-RED Plan Customers TSR Download Estimate 10-30 Mbps
      TSR Upload Estimate 1-2 Mbps
      TSR Download Estimate 10-30 Mbps
      TSR Upload Estimate 1-4 Mbps
  • 4. Offers with Vodafone Link
    • 4.1 Vodafone is offering you the Buy and Try promotion when choosing Option A (Fixed Internet Service on a two (2) year agreement). This promotion gives you:
      • a) Cooling Off Period: These Plans come with a 30 day cooling off period within which you can decide to stop the agreement, by returning the device/s to our Service Centre at the Destination Store on B’Kara Bypass without incurring any penalties. All devices must be returned in a good working condition, in line with Term 6.2 below, and with their original packaging, in default, a penalty of €200 shall apply.
      • b) The Buy and Try promotion shall be available once per subscriber per Vodafone Link contract.
    • 4.2 Applicable for either Option A or Option B (1 year contract or two year contract), you can benefit from a 10% discount on your monthly access fee (as indicated in Terms 3.2 and 3.3) if you subscribe or if you are already subscribed to one of our mobile pay monthly RED Plans.
  • 5. Proper use of the Device
    • 5.1 The service provided for under this agreement should be used in good faith, respecting the limits as set out in this term 5.
    • 5.2 You hereby acknowledge and accept that the Device provided for by Vodafone is used solely at the fixed address that you provide upon activation of the service. Should you wish to change the fixed address, kindly contact us in accordance with term 11.2. The use of the Device at an any other address than the one communicated to us is not permissible.
  • 6. Administrative charges and other rates
    • 6.1 The following administrative charges shall apply:
      Service Applicable Administrative Charge incl. VAT
      Paper copy of your itemised bill €3 per itemised bill
      Direct Debit Reversals €5
      No Direct Debit Mandate €3 per month
      Suspension of Service – reconnection charge €10
      Paper bills €2 per invoice
      Change in Customer Details FREE

      These charges cover the work involved in processing each request/payment instructions as well as any stationary costs relative thereto.

    • 6.2 Other Rates that may apply:
      Service/ Product Applicable Rate incl. VAT
      Static IP address €2 per month for each Static IP
      CPE Fixed Device €200/ device
      Device Rental Charge (for 1 year agreements on Data Only Plan) €3/ month
      Support charges (Technician Home visit) during business hours €25 for the first hour and €15 for subsequent hours
      Support charges (Technician Home visit) during non- business hours (incl. Sundays and Public holidays) €30 for the first hour and €17 for subsequent hours
      Abandoned Installations €20
  • 7. Disconnection and Penalties
    • 7.1 A penalty equalling to 50% Monthly Access Fees (excluding additional fees) × Remaining months into contract shall apply upon disconnection and termination (prior to the expiration of your Agreement).
    • 7.2 Upon disconnection of service, the CPE device alongside with its original packaging box should be returned to one of Vodafone’s retail outlets in good working condition. In default, or should this equipment be returned damaged or faulty resulting from, but not limited to, misuse, mishandling, wilful damage by liquids, connection to unsuitable supply power, surges, lightening, tampering or service by unauthorised personnel, the customer will be liable to pay Vodafone the sum of €200.
    • 7.3 Vodafone reserves the right to terminate the service if there is a breach of these terms and conditions. Provided that in such circumstances, you shall still be liable to pay the applicable penalty in terms of term 7.1 above.
  • 8. Payment
    • 8.1 The Monthly Access Fee will be calculated on a pro rata basis according to the effective date of your Agreement and shall be charged in arrears.
    • 8.2 Payment for this Tariff Plan will be via Direct Debit Mandate.
  • 9. You may renew your agreement either by calling customer care on 247or by visiting one of our retail outlets. The list of our retail outlets may be found on this link: www.vodafone.com.mt/vodafonestores.
  • 10. General Information on these Tariff Plans: You are requested to apply for our secure e-billing service by providing us with your personal e-mail address upon subscription and you will start receiving a monthly SMS notification on your mobile number, informing you that your e-bill has been issued. You shall be charged a monthly administrative fee of €2 per invoice if you fail to provide us with your personal email address.
  • 11. General Terms and Conditions
    • 11.1 Upon subscribing to this Tariff Plan, you are automatically accepting to adhere to these terms and conditions.
    • 11.2 You are advised to call 1623, send us an email on 247.mt@vodafone.com or visit one of our retail outlets, to learn more about this Tariff Plan. The list of our retail outlets may be found on this link: https://www.vodafone.com.mt/vodafonestores.
    • 11.3 11.3 Quality of Service: The benefits of this Tariff Plan are meant solely for individual use. If, in our reasonable opinion we deem your use as being excessive, we may ask you to moderate your usage, as this may have repercussions on the quality of the network and service levels enjoyed by our other consumers. If after we have informed you to moderate your usage, you fail to do so, we reserve the right suspend or terminate your service. Furthermore, we reserve the right to suspend or terminate your service if you abuse of the service and/or use it in a way for which it is not intended.

V2 © July 2015

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Vodafone Fibre Internet 100
(Valid from 19th July 2019)

  • 1. The Vodafone Fibre Internet 100 (‘Tariff Plan’) is offered by Vodafone Malta Limited ('we') to customers ('you') subscribing to the Fibre Internet Services (‘Services’) under these terms and conditions (‘Specific Terms and Conditions’).
  • 2. You may subscribe to this Tariff Plan as from the 19th June 2019. This version of the Specific Terms and Conditions is applicable as from 19th June 2019.
  • 3. Vodafone reserves the right to limit the number of plans offered to a single person/legal entity.
  • 4. These Specific Terms and Conditions form an integral part of your Agreement for the provision of the Services included in this Tariff Plan. These Specific Terms and Conditions constitute a legally binding contract between you and us and must be read in conjunction with (i) General Fibre Fixed Services Terms and Conditions, (ii) Vodafone Secure E-Billing Service Terms and Conditions, and any other terms and conditions that might be referred therein. In the event of a conflict between any of these Terms, the precedence set out the in General Terms and Conditions shall apply.
  • 5. These Specific Terms and Conditions must also be read in conjunction with Vodafone Privacy Policy, Vodafone Traffic Management Policy and Vodafone Acceptable Use Policy.
  • 6. All rates and charges quoted below are inclusive of VAT but exclusive of any other taxes, which may be applicable.
  • 7. For the purposes of this Specific Terms and Conditions, the defined terms shall have the meaning assigned to them in the General Terms and Conditions, unless herein provided otherwise.

    Bundled Fibre Internet Services & Fixed Telephony Services included in the Tariff Plan:

    Vodafone Fibre Internet 100
    Fibre Internet Service
    Monthly Access Fee €24.99
    Maximum Download Speed 100 Mbps
    Minimum Download Speed 100 Mbps
    Service Description TSR Download Estimate 100 Mbps
    TSR Upload Estimate 15 Mbps
    Minimum Term 24 Months
    IP allocation Dynamic
    Static IP €2/month
    Fixed Telephony Service
    Calls to any Vodafone Local Fixed Number Free
    Calls to Vodafone Local Mobile Number Free
    Calls to Other Local Fixed Numbers 5c per minute
    Calls to any Other Local Mobile Calls 23c per minute
    International Call rates For more information click here
    Calls to Premium Rate Numbers Premium Call Rate = fixed line call rate + premium rate of the call
    For more info on premium numbers click here.
  • 8. Charges and Payments
    • 8.1 You shall be charged and must pay all Charges applicable to your Services. All Charges (including but not limited to the Monthly Access Fee, rates, tariffs, charges, other fees, maintenance charges and penalties) are listed in these Specific Terms and Conditions and/or in the Schedule of Charges attached hereto.
    • 8.2 The Monthly Access Fee will be calculated on a pro rata basis according to the date of the provision of the Services (‘Commencement Date’). Any recurring Charges (such as Monthly Access Fee) will be charged in advance, together with any other Charges applicable for the previous month (e.g. charges for out of bundle usage, penalties, if applicable, etc.). You shall receive an invoice from Vodafone indicating all applicable Charges during a given timeframe.
    • 8.3 You are requested to apply for our secure e-billing service by providing us with your e-mail address upon subscription and you will start receiving monthly SMS notifications on your mobile number, informing you that your e-bill (invoice) has been issued. You shall be charged a monthly administrative fee of €2 per invoice if you fail to provide us with your email address.
    • 8.4 Payment for this Tariff Plan will be via Direct Debit Mandate (unless otherwise specifically agreed with Vodafone). Other methods of payment are subject to a monthly administrative fee of €1.50.
    • 8.5 You shall settle your bills by the due date as indicated on your invoice, hereinafter "Due Date". Where payments are not made by such Due Date, we reserve the right to charge you a €2 late payment penalty and we may apply interest on sums due in accordance with the applicable laws.
  • 9. Disconnection and Penalties
    • 9.1 A penalty equal to 50% of the Monthly Access Fees (excluding additional fees) × Remaining months of the Minimum Term shall apply if you disconnect and/or terminate the Services prior to the expiration of the Minimum Term (‘Termination Penalty’).
    • 9.2 We reserve the right to terminate the Services if you are in breach of your Agreement. Provided that in such circumstances, you shall still be liable to pay the applicable Termination Penalty in accordance with Term 9.1 above.
    • 9.3 Upon disconnection:
      • 9.3.1. you must settle all outstanding Charges;
      • 9.3.2. you must return all Equipment alongside with its original packaging box provided to you by us in good working condition. In default, or should this Equipment be returned damaged or faulty resulting from, but not limited to, misuse, mishandling, wilful damage by liquids, connection to unsuitable supply power, surges, lightening, tampering or service by unauthorised personnel, you will be liable to pay Vodafone the sum of €150 per damaged Equipment.
      • 9.3.3. we shall stop providing the Services.
  • 10. Service Relocation
    • 10.1 A re-location of the Services to an address other than the address of the Premises provided within your Order request is subject to a charge set out in the Schedule of Charges. It is at our sole discretion to allow for such re-location request and you acknowledge that we may be unable to accept requests to re-locate the Services to a different address or to reject your request for any reason whatsoever. If you move to another premises and the Services cannot, for whatever reason, be provided at your new address, you may terminate the Services by paying all amounts due, including any applicable Termination Penalty in accordance with these Specific Terms and Conditions.
  • 11. Renewal:
    • 11.1 You may renew your agreement either by calling customer care on 247 or by visiting one of our retail outlets. The list of our retail outlets may be found on this link www.vodafone.com.mt/vodafonestores
  • 12. General Terms
    • 12.1 Upon subscribing to this Tariff Plan, you are automatically accepting to adhere to these Specific Terms and Conditions, the General Fixed Services Terms and Conditions and to any terms referred therein.
    • 12.2 You are advised to call 247, send us an email on 247.mt@vodafone.com or visit one of our retail outlets, to learn more about this Tariff Plan. The list of our retail outlets may be found here.
    • 12.3 We reserve the right to suspend indefinitely or for a definite period, amend/alter/delete or terminate these terms and conditions at any time (collectively the 'Modifications'), by giving you a 30 calendar days’ prior written notice with the proposed amendments/alterations or stating the reason for the Modifications thereof. Should you disagree with the proposed Modifications during the 30-day time-period, you shall have the right to opt-out from your Tariff Plan by informing us of your decision to this effect without incurring any penalties for early termination of your Tariff Plan, provided that the penalty for non-returned Equipment shall apply. Your continued use of the service after the expiration of the 30-day time-period signifies your acceptance of any amendment and you may incur penalties should you decide to opt-out of your Tariff Plan.
    • 12.4 From time to time we may modify the standard settings and/or features of your Tariff Plan to offer an additional value. Such changes might include increasing your allowances or improving your connectivity speeds. In case that such changes are approved and considered to be inherently beneficial by the Malta Communication Authority in accordance with applicable laws, we will inform you about the changes by giving you a 1-day prior written notice and Term 12.3 will not apply.
    • 12.5 The benefits of this Tariff Plan are meant for individual residential use. Furthermore, we reserve the right to suspend or terminate your service if you abuse of the service and/or use it in a way for which it is not intended.
    • 12.6 Bandwidth management: In order to guarantee our network integrity, and your access to all points of the Internet even during peak hours when the traffic is particularly high, Vodafone, whilst respecting the principle of equal treatment of traffic, reserves the right to introduce temporary and non-discriminatory traffic management measures.

      Schedule of Charges & Penalties
      Charges and Penalties Price (incl. VAT)
      Provisioning charges/penalties
      Charge for rejected Order due to reasons attributable to you €20
      Charge for cancelled/unsuccessful Installation €35
      Installation of additional fibre tails €25 per extra 10 metres or part beyond the standard distance of 30 meters
      Penalty Charges
      Suspension of Service – reconnection charge €10
      Charge for non-return of ONT Equipment (Fibre Terminal) € 150
      Charge for non-return of CPE Equipment (WiFi Router) € 200
      Early Termination Penalty (including termination due to Breach of Agreement) 50% of the Monthly Access Fees (excluding additional fees) × Remaining months of the Minimum Term
      Relocation during the first 12 months 50% of the Monthly Access Fees (excluding additional fees) × Remaining months till the 12th month + €100
      Relocation during the second 12 months €100 or Free if new 24 month tie-in
      Other penalty charges As applicable
      Support Charges
      Support charges (Technician Support in Premises) during business hours €25 for the first hour and
      €15 for subsequent hours
      Support charges ( Technician’s support on Support in Premises ) during non- business hours (incl. Sundays and Public holidays) €30 for the first hour and
      €17 for subsequent hours
      Cost of testing when no fault is found €30
      Payment Related Charges
      Paper copy of your itemised bill €2 per itemised bill
      Direct Debit Reversals €5
      No Direct Debit Mandate €1.50 per month
      Paper bills €1.50 per month
      No Direct Debit Mandate €2 per invoice
      Suspension of Service - reconnection charge €10
      Late Payment Penalty €2 penalty shall apply for every invoice that is not paid within the due date stated on the invoice

V2 © July 2019

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Vodafone Fibre Internet 300
(Valid from 4th December 2019)

  • 1. The Vodafone Fibre Internet 100 (‘Tariff Plan’) is offered by Vodafone Malta Limited ('we') to customers ('you') subscribing to the Fibre Internet Services (‘Services’) under these terms and conditions (‘Specific Terms and Conditions’).
  • 2. You may subscribe to this Tariff Plan as from the 4th December 2019. This version of the Specific Terms and Conditions is applicable as from 4th December 2019.
  • 3. Vodafone reserves the right to limit the number of plans offered to a single person/legal entity.
  • 4. These Specific Terms and Conditions form an integral part of your Agreement for the provision of the Services included in this Tariff Plan. These Specific Terms and Conditions constitute a legally binding contract between you and us and must be read in conjunction with (i) General Fibre Fixed Services Terms and Conditions, (ii) Vodafone Secure E-Billing Service Terms and Conditions, and any other terms and conditions that might be referred therein. In the event of a conflict between any of these Terms, the precedence set out the in General Terms and Conditions shall apply.
  • 5. These Specific Terms and Conditions must also be read in conjunction with Vodafone Privacy Policy, Vodafone Traffic Management Policy and Vodafone Acceptable Use Policy.
  • 6. All rates and charges quoted below are inclusive of VAT but exclusive of any other taxes, which may be applicable.
  • 7. For the purposes of this Specific Terms and Conditions, the defined terms shall have the meaning assigned to them in the General Terms and Conditions, unless herein provided otherwise.

    Bundled Fibre Internet Services & Fixed Telephony Services included in the Tariff Plan:

    Vodafone Fibre Internet 300
    Fibre Internet Service
    Monthly Access Fee €26.99
    Maximum Download Speed 300 Mbps
    Minimum Download Speed 300 Mbps
    Service Description TSR Download Estimate 300 Mbps
    TSR Upload Estimate 20 Mbps
    Minimum Term 24 Months
    IP allocation Dynamic
    Static IP €2/month
    Fixed Telephony Service
    Calls to any Vodafone Local Fixed Number Free
    Calls to Vodafone Local Mobile Number Free
    Calls to Other Local Fixed Numbers 5c per minute
    Calls to any Other Local Mobile Calls 23c per minute
    International Call rates For more information click here
    Calls to Premium Rate Numbers Premium Call Rate = fixed line call rate + premium rate of the call
    For more info on premium numbers click here.
  • 8. Charges and Payments
    • 8.1 You shall be charged and must pay all Charges applicable to your Services. All Charges (including but not limited to the Monthly Access Fee, rates, tariffs, charges, other fees, maintenance charges and penalties) are listed in these Specific Terms and Conditions and/or in the Schedule of Charges attached hereto.
    • 8.2 The Monthly Access Fee will be calculated on a pro rata basis according to the date of the provision of the Services (‘Commencement Date’). Any recurring Charges (such as Monthly Access Fee) will be charged in advance, together with any other Charges applicable for the previous month (e.g. charges for out of bundle usage, penalties, if applicable, etc.). You shall receive an invoice from Vodafone indicating all applicable Charges during a given timeframe.
    • 8.3 You are requested to apply for our secure e-billing service by providing us with your e-mail address upon subscription and you will start receiving monthly SMS notifications on your mobile number, informing you that your e-bill (invoice) has been issued. You shall be charged a monthly administrative fee of €2 per invoice if you fail to provide us with your email address.
    • 8.4 Payment for this Tariff Plan will be via Direct Debit Mandate (unless otherwise specifically agreed with Vodafone). Other methods of payment are subject to a monthly administrative fee of €1.50.
    • 8.5 You shall settle your bills by the due date as indicated on your invoice, hereinafter "Due Date". Where payments are not made by such Due Date, we reserve the right to charge you a €2 late payment penalty and we may apply interest on sums due in accordance with the applicable laws.
  • 9. Disconnection and Penalties
    • 9.1 A penalty equal to 50% of the Monthly Access Fees (excluding additional fees) × Remaining months of the Minimum Term shall apply if you disconnect and/or terminate the Services prior to the expiration of the Minimum Term (‘Termination Penalty’).
    • 9.2 We reserve the right to terminate the Services if you are in breach of your Agreement. Provided that in such circumstances, you shall still be liable to pay the applicable Termination Penalty in accordance with Term 9.1 above.
    • 9.3 Upon disconnection:
      • 9.3.1. you must settle all outstanding Charges;
      • 9.3.2. you must return all Equipment alongside with its original packaging box provided to you by us in good working condition. In default, or should this Equipment be returned damaged or faulty resulting from, but not limited to, misuse, mishandling, wilful damage by liquids, connection to unsuitable supply power, surges, lightening, tampering or service by unauthorised personnel, you will be liable to pay Vodafone the sum of €150 per damaged Equipment.
      • 9.3.3. we shall stop providing the Services.
  • 10. Service Relocation
    • 10.1 A re-location of the Services to an address other than the address of the Premises provided within your Order request is subject to a charge set out in the Schedule of Charges. It is at our sole discretion to allow for such re-location request and you acknowledge that we may be unable to accept requests to re-locate the Services to a different address or to reject your request for any reason whatsoever. If you move to another premises and the Services cannot, for whatever reason, be provided at your new address, you may terminate the Services by paying all amounts due, including any applicable Termination Penalty in accordance with these Specific Terms and Conditions.
  • 11. Renewal:
    • 11.1 You may renew your agreement either by calling customer care on 247 or by visiting one of our retail outlets. The list of our retail outlets may be found on this link www.vodafone.com.mt/vodafonestores.
  • 12. General Terms
    • 12.1 Upon subscribing to this Tariff Plan, you are automatically accepting to adhere to these Specific Terms and Conditions, the General Fixed Services Terms and Conditions and to any terms referred therein.
    • 12.2 You are advised to call 247, send us an email on 247.mt@vodafone.com or visit one of our retail outlets, to learn more about this Tariff Plan. The list of our retail outlets may be found here.
    • 12.3 We reserve the right to suspend indefinitely or for a definite period, amend/alter/delete or terminate these terms and conditions at any time (collectively the 'Modifications'), by giving you a 30 calendar days’ prior written notice with the proposed amendments/alterations or stating the reason for the Modifications thereof. Should you disagree with the proposed Modifications during the 30-day time-period, you shall have the right to opt-out from your Tariff Plan by informing us of your decision to this effect without incurring any penalties for early termination of your Tariff Plan, provided that the penalty for non-returned Equipment shall apply. Your continued use of the service after the expiration of the 30-day time-period signifies your acceptance of any amendment and you may incur penalties should you decide to opt-out of your Tariff Plan.
    • 12.4 From time to time we may modify the standard settings and/or features of your Tariff Plan to offer an additional value. Such changes might include increasing your allowances or improving your connectivity speeds. In case that such changes are approved and considered to be inherently beneficial by the Malta Communication Authority in accordance with applicable laws, we will inform you about the changes by giving you a 1-day prior written notice and Term 12.3 will not apply.
    • 12.5 The benefits of this Tariff Plan are meant for individual residential use. Furthermore, we reserve the right to suspend or terminate your service if you abuse of the service and/or use it in a way for which it is not intended.
    • 12.6 Bandwidth management: In order to guarantee our network integrity, and your access to all points of the Internet even during peak hours when the traffic is particularly high, Vodafone, whilst respecting the principle of equal treatment of traffic, reserves the right to introduce temporary and non-discriminatory traffic management measures.

      Schedule of Charges & Penalties
      Charges and Penalties Price (incl. VAT)
      Provisioning charges/penalties
      Charge for rejected Order due to reasons attributable to you €20
      Charge for cancelled/unsuccessful Installation €35
      Installation of additional fibre tails €25 per extra 10 metres or part beyond the standard distance of 30 meters
      Penalty Charges
      Suspension of Service – reconnection charge €10
      Charge for non-return of ONT Equipment (Fibre Terminal) € 150
      Charge for non-return of CPE Equipment (WiFi Router) € 200
      Early Termination Penalty (including termination due to Breach of Agreement) 50% of the Monthly Access Fees (excluding additional fees) × Remaining months of the Minimum Term
      Relocation during the first 12 months 50% of the Monthly Access Fees (excluding additional fees) × Remaining months till the 12th month + €100
      Relocation during the second 12 months €100 or Free if new 24 month tie-in
      Other penalty charges As applicable
      Support Charges
      Support charges (Technician Support in Premises) during business hours €25 for the first hour and
      €15 for subsequent hours
      Support charges ( Technician’s support on Support in Premises ) during non- business hours (incl. Sundays and Public holidays) €30 for the first hour and
      €17 for subsequent hours
      Cost of testing when no fault is found €30
      Payment Related Charges
      Paper copy of your itemised bill €2 per itemised bill
      Direct Debit Reversals €5
      No Direct Debit Mandate €1.50 per month
      Paper bills €2 per invoice
      Suspension of Service - reconnection charge €10
      Late Payment Penalty €2 penalty shall apply for every invoice that is not paid within the due date stated on the invoice

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Vodafone Fibre Internet 1000
(Valid from 19th July 2019)

  • 1. The Vodafone Fibre Internet 100 (‘Tariff Plan’) is offered by Vodafone Malta Limited ('we') to customers ('you') subscribing to the Fibre Internet Services (‘Services’) under these terms and conditions (‘Specific Terms and Conditions’).
  • 2. You may subscribe to this Tariff Plan as from the 19th June 2019. This version of the Specific Terms and Conditions is applicable as from 19th June 2019.
  • 3. Vodafone reserves the right to limit the number of plans offered to a single person/legal entity.
  • 4. These Specific Terms and Conditions form an integral part of your Agreement for the provision of the Services included in this Tariff Plan. These Specific Terms and Conditions constitute a legally binding contract between you and us and must be read in conjunction with (i) General Fibre Fixed Services Terms and Conditions, (ii) Vodafone Secure E-Billing Service Terms and Conditions, and any other terms and conditions that might be referred therein. In the event of a conflict between any of these Terms, the precedence set out the in General Terms and Conditions shall apply.
  • 5. These Specific Terms and Conditions must also be read in conjunction with Vodafone Privacy Policy, Vodafone Traffic Management Policy and Vodafone Acceptable Use Policy.
  • 6. All rates and charges quoted below are inclusive of VAT but exclusive of any other taxes, which may be applicable.
  • 7. For the purposes of this Specific Terms and Conditions, the defined terms shall have the meaning assigned to them in the General Terms and Conditions, unless herein provided otherwise.

    Bundled Fibre Internet Services & Fixed Telephony Services included in the Tariff Plan:

    Vodafone Fibre Internet 1000
    Fibre Internet Service
    Monthly Access Fee €49.99
    Maximum Download Speed 1000 Mbps
    Minimum Download Speed 1000 Mbps
    Service Description TSR Download Estimate 1000 Mbps
    TSR Upload Estimate 20 Mbps
    Minimum Term 24 Months
    IP allocation Dynamic
    Static IP €2/month
    Fixed Telephony Service
    Calls to any Vodafone Local Fixed Number Free
    Calls to Vodafone Local Mobile Number Free
    Calls to Other Local Fixed Numbers 5c per minute
    Calls to any Other Local Mobile Calls 23c per minute
    International Call rates For more information click here
    Calls to Premium Rate Numbers Premium Call Rate = fixed line call rate + premium rate of the call
    For more info on premium numbers click here.
  • 8. Charges and Payments
    • 8.1 You shall be charged and must pay all Charges applicable to your Services. All Charges (including but not limited to the Monthly Access Fee, rates, tariffs, charges, other fees, maintenance charges and penalties) are listed in these Specific Terms and Conditions and/or in the Schedule of Charges attached hereto.
    • 8.2 The Monthly Access Fee will be calculated on a pro rata basis according to the date of the provision of the Services (‘Commencement Date’). Any recurring Charges (such as Monthly Access Fee) will be charged in advance, together with any other Charges applicable for the previous month (e.g. charges for out of bundle usage, penalties, if applicable, etc.). You shall receive an invoice from Vodafone indicating all applicable Charges during a given timeframe.
    • 8.3 You are requested to apply for our secure e-billing service by providing us with your e-mail address upon subscription and you will start receiving monthly SMS notifications on your mobile number, informing you that your e-bill (invoice) has been issued. You shall be charged a monthly administrative fee of €2 per invoice if you fail to provide us with your email address.
    • 8.4 Payment for this Tariff Plan will be via Direct Debit Mandate (unless otherwise specifically agreed with Vodafone). Other methods of payment are subject to a monthly administrative fee of €1.50.
    • 8.5 You shall settle your bills by the due date as indicated on your invoice, hereinafter "Due Date". Where payments are not made by such Due Date, we reserve the right to charge you a €2 late payment penalty and we may apply interest on sums due in accordance with the applicable laws.
  • 9. Disconnection and Penalties
    • 9.1 A penalty equal to 50% of the Monthly Access Fees (excluding additional fees) × Remaining months of the Minimum Term shall apply if you disconnect and/or terminate the Services prior to the expiration of the Minimum Term (‘Termination Penalty’).
    • 9.2 We reserve the right to terminate the Services if you are in breach of your Agreement. Provided that in such circumstances, you shall still be liable to pay the applicable Termination Penalty in accordance with Term 9.1 above.
    • 9.3 Upon disconnection:
      • 9.3.1. you must settle all outstanding Charges;
      • 9.3.2. you must return all Equipment alongside with its original packaging box provided to you by us in good working condition. In default, or should this Equipment be returned damaged or faulty resulting from, but not limited to, misuse, mishandling, wilful damage by liquids, connection to unsuitable supply power, surges, lightening, tampering or service by unauthorised personnel, you will be liable to pay Vodafone the sum of €150 per damaged Equipment.
      • 9.3.3. we shall stop providing the Services.
  • 10. Service Relocation
    • 10.1 A re-location of the Services to an address other than the address of the Premises provided within your Order request is subject to a charge set out in the Schedule of Charges. It is at our sole discretion to allow for such re-location request and you acknowledge that we may be unable to accept requests to re-locate the Services to a different address or to reject your request for any reason whatsoever. If you move to another premises and the Services cannot, for whatever reason, be provided at your new address, you may terminate the Services by paying all amounts due, including any applicable Termination Penalty in accordance with these Specific Terms and Conditions.
  • 11. Renewal:
    • 11.1 You may renew your agreement either by calling customer care on 247 or by visiting one of our retail outlets. The list of our retail outlets may be found on this link www.vodafone.com.mt/vodafonestores.
  • 12. General Terms
    • 12.1 Upon subscribing to this Tariff Plan, you are automatically accepting to adhere to these Specific Terms and Conditions, the General Fixed Services Terms and Conditions and to any terms referred therein.
    • 12.2 You are advised to call 247, send us an email on 247.mt@vodafone.com or visit one of our retail outlets, to learn more about this Tariff Plan. The list of our retail outlets may be found here.
    • 12.3 We reserve the right to suspend indefinitely or for a definite period, amend/alter/delete or terminate these terms and conditions at any time (collectively the 'Modifications'), by giving you a 30 calendar days’ prior written notice with the proposed amendments/alterations or stating the reason for the Modifications thereof. Should you disagree with the proposed Modifications during the 30-day time-period, you shall have the right to opt-out from your Tariff Plan by informing us of your decision to this effect without incurring any penalties for early termination of your Tariff Plan, provided that the penalty for non-returned Equipment shall apply. Your continued use of the service after the expiration of the 30-day time-period signifies your acceptance of any amendment and you may incur penalties should you decide to opt-out of your Tariff Plan.
    • 12.4 From time to time we may modify the standard settings and/or features of your Tariff Plan to offer an additional value. Such changes might include increasing your allowances or improving your connectivity speeds. In case that such changes are approved and considered to be inherently beneficial by the Malta Communication Authority in accordance with applicable laws, we will inform you about the changes by giving you a 1-day prior written notice and Term 12.3 will not apply.
    • 12.5 The benefits of this Tariff Plan are meant for individual residential use. Furthermore, we reserve the right to suspend or terminate your service if you abuse of the service and/or use it in a way for which it is not intended.
    • 12.6 Bandwidth management: In order to guarantee our network integrity, and your access to all points of the Internet even during peak hours when the traffic is particularly high, Vodafone, whilst respecting the principle of equal treatment of traffic, reserves the right to introduce temporary and non-discriminatory traffic management measures.

      Schedule of Charges & Penalties
      Charges and Penalties Price (incl. VAT)
      Provisioning charges/penalties
      Charge for rejected Order due to reasons attributable to you €20
      Charge for cancelled/unsuccessful Installation €35
      Installation of additional fibre tails €25 per extra 10 metres or part beyond the standard distance of 30 meters
      Penalty Charges
      Suspension of Service – reconnection charge €10
      Charge for non-return of ONT Equipment (Fibre Terminal) € 150
      Charge for non-return of CPE Equipment (WiFi Router) € 200
      Early Termination Penalty (including termination due to Breach of Agreement) 50% of the Monthly Access Fees (excluding additional fees) × Remaining months of the Minimum Term
      Relocation during the first 12 months 50% of the Monthly Access Fees (excluding additional fees) × Remaining months till the 12th month + €100
      Relocation during the second 12 months €100 or Free if new 24 month tie-in
      Other penalty charges As applicable
      Support Charges
      Support charges (Technician Support in Premises) during business hours €25 for the first hour and
      €15 for subsequent hours
      Support charges ( Technician’s support on Support in Premises ) during non- business hours (incl. Sundays and Public holidays) €30 for the first hour and
      €17 for subsequent hours
      Cost of testing when no fault is found €30
      Payment Related Charges
      Paper copy of your itemised bill €2 per itemised bill
      Direct Debit Reversals €5
      No Direct Debit Mandate €1.50 per month
      Paper bills €2 per invoice
      Suspension of Service - reconnection charge €10
      Late Payment Penalty €2 penalty shall apply for every invoice that is not paid within the due date stated on the invoice

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Vodafone General Fibre Fixed Internet Services Terms and Conditions

  • 1. GENERAL APPLICATION
    • 1.1 These General Fixed Services Terms and Conditions (‘Terms’) govern the provision and the use of the Vodafone Fibre Internet, including the Vodafone Fixed Telephony Service and any other additional services which might be offered by us (herein collectively referred to as ‘Service/s’).
    • 1.2 These Terms form an integral part of your Agreement for the Services, together with the following documents, and any other terms and conditions or documents referred therein (as applicable):
      • a) Order Form;
      • b) special or promo offer Terms and Conditions, if applicable;
      • c) Service Specific Terms and Conditions;
      • d) Vodafone Secure E-Billing Service Terms and Conditions,
      In the event of a conflict between these Terms and any of the documents listed above, the documents shall prevail in the order of precedence set out above (highest level of precedence first).
    • 1.3 These Terms must also be read in conjunction with Vodafone Privacy Policy, Vodafone Traffic Management Policy and Acceptable Use Policy.
    • 1.4 Please note that various related Vodafone products and services including add-ons and Third Party Services may be subject to their own distinct terms and conditions which you are advised to read.
    • 1.5 For a full list of our terms and conditions, including those not mentioned above, please visit our website (www.vodafone.com.mt) and/or one of our retail stores.
  • 2. CONCLUSION OF THE AGREEMENT/ ACCEPTANCE OF ORDER
    • 2.1 You can place an Order for the Services by visiting one of Vodafone’s retail stores, submitting the Order with our authorised agents or via other distance options that may be made available by Vodafone from time to time. You may call Vodafone Customer Service on 247, or 16230 in case you are a business customer, to check the options available for placing the Order, and to check whether the Services are available at your Premises. Vodafone reserves the right to accept Orders in electronic format, through the provision of electronic signatures or by other means, as available and as legally acceptable.
    • 2.2 We reserve the right to accept or refuse you as our customer. Our acceptance and processing of the Order, conclusion of the Agreement and provision of Services is subject to:
      • a) our assessment of your creditworthiness;
      • b) valid proof of your identity and address and such evidence of residency in Malta, as we may require;
      • c) valid proof of a long term commitment to reside in Malta, as we may require;
      • d) you being over eighteen (18) years of age (if personal application);
      • e) truthful and accurate completion of the Order Form and providing us with all requested information and data at the point of placing the Order, or any other additional information as we may reasonably request;
      • f) authorisation as a representative and/or agent of another person or legal entity proving your respective powers, this might include power of attorney, authorisation by the owner of the Premises, if applicable; and
      • g) security deposit as may be reasonably required by us as a guarantee for the fulfilment of your obligations. Such deposit will be refunded to you at the end of the Agreement subject to the payment of all outstanding Charges and settlement of all bills.
    • 2.3 Upon acceptance of your Order by Vodafone this Agreement shall become effective and you shall be bound by and comply with the terms herein (‘Effective Date’). The Minimum Term of this Agreement, shall commence on the date on which the Services are made available to you by us (‘the Commencement Date’). The Agreement shall be valid and effective throughout the Minimum Term and thereafter shall continue on a month by month basis unless terminated in accordance with these Terms.
  • 3. SERVICE AVAILABILITY AND ACTIVATION
    • 3.1 The activation of the Services is subject to the acceptance of your Order by us and by the Access Provider. Such request may be rejected or delayed by the Access Provider in case:
      • a) your Premises is located outside the geographic area covered by the network reach of the Access Provider’s network;
      • b) the location of your Premises is not capable of a standard installation type as determined by the Access Provider;
      • c) incorrect information has been provided by you when placing the Order.
      • d) no appropriate permissions by the Premises’ rightful owner were obtained; if needed.
      • e) no proper access to the Premises was allowed or granted as scheduled;
      • f) no Authorised Person was present at the Premises as scheduled.
      Should any of the above apply, Vodafone reserves the right to charge you an additional administrative/penalty charge in accordance with these Terms.
    • 3.2 Upon acceptance of your Order by the Access Provider, we will contact you and provide you with a timeline within which we will activate the Services. Alternatively, we will inform you that your Premises is not currently serviceable or request additional information. This timeline may vary from customer to customer depending on the circumstances affecting the delivery mechanism. Installation of the Services shall be on a best effort basis in accordance with the timelines provided, but such dates are estimates and we cannot guarantee that we will meet such dates. Notwithstanding the above we will work with the Access Provider to provide the Services to you as soon as possible and in any event not later than 25 Business Days from the Effective Date or as otherwise agreed with you. Provided that this timeframe may be extended in case of any delays attributable to you (e.g. rescheduling of the Service Installation by you etc.).
    • 3.3 If the Order is denied by the Access Provider, if we are technically unable to activate the Service, or if we fail to provide you with the Service within 25 Business Days from the Effective Date (unless extended in accordance with term 3.2 above), each Party has the right to terminate the Agreement unilaterally in accordance with the provisions of these Terms. In case of such termination:
      • a) you must notify Vodafone of your intention to terminate this Agreement by visiting any one of our retail outlets, as well as returning any Equipment provided to you by us in accordance with term 9.8 below.
      • b) we will return any activation fee or deposit collected in accordance with the provisions of these Terms.
      • c) you must pay any penalties that may be applicable in accordance with these Terms (the termination penalty shall not apply in this case).
  • 4. INSTALLATION
    • 4.1 The Order may require the installation of Equipment by an Agent in your Premises for the provision of the Services (‘Installation’). If such an Installation is required, you will be contacted by us for the setting of an appointment date and time (within Working Days). If you wish to reschedule this appointment, you can do so without incurring any charge up to 4 Working Days prior to the scheduled appointment failure to do so shall result in a charge being applied in accordance with the Schedule of Charges.
    • 4.2 You agree to follow any reasonable instructions that we may give you in order for us to be able to provide you with the Service and to allow us access to your Premises where needed. The Installation will commence with an overview of your Premises to ensure that the Premises can support the Services. You must allow us to access to your property in order to allow for the Installation of the Equipment and so that they may carry out any works necessary for the provision of such Services. You must sign an installation form provided by the Agent or to confirm in any other manner as may be requested by us that the Installation has been completed.
    • 4.3 The standard Installation covers the installation of any wiring or cabling up to the modem/gateway (where applicable), or otherwise to the first socket. In order to benefit from the Service, you may need some special apparatus or installation that is not included with the standard Installation. In such cases we will provide you with an estimate cost for the work and/or items that are not normally covered during our Installation and will only be able to proceed upon agreement and payment by you to us or else by agreeing in writing to include these charges in your next bill. Accepting our estimate costs implies an irrevocable commitment by you to pay these charges.
    • 4.4 You must have the Premises ready and safe for us or any Agent to access and carry out the Installation. At the time of placing your Order, you accept full responsibility to ensure that there is a clear and safe environment for our Agent to carry out the Installation. This includes moving any furniture likely to obstruct the path of wiring or cabling prior to the Installation. Under no circumstances will the Agent engage in such activity. Vodafone reserves the right to charge for any additional time spent on site by our Agents as a result of having to wait, or as a result of having to reschedule the appointment due to the Premises not being ready for the Installation.
    • 4.5 You or another authorised person acting on your behalf has to be present to take responsibility for any work that we may need to carry out on your Premises to provide the Service. We may refuse to proceed if for whatever reason we believe that the person present cannot assume such responsibilities, for example if this person is clearly a minor. In this case, you will need to set another appointment with us. You agree that we are not responsible if we are unable to adhere to the timeframes for the Installation due to any rescheduling of appointments for any reason attributable to you.
    • 4.6 The Installation may require works to be carried out on the Premises, which may include a change of a network socket in the wall or drilling a hole through the wall of the Premises and/or affixing a coupler box to an external and/or internal wall and/or any other works which may be required to complete the Installation. The Agent will utilise any suitable available pre-existing overhead and underground infrastructure where possible, although in certain circumstances, underground digging may be required. Where no underground ducts are available, an overhead install solution may be used between homes and/or businesses and/or from a power line, or telephone, pole onto the façade of your Premises.
    • 4.7 You must be present at the Premises at the arranged time for installation, in order to facilitate access to the Premises, as required and to acknowledge that the works have been carried out to a suitable standard. You may be required to sign any applicable forms presented to you by the Agent attesting to the successful Installation.
    • 4.8 You accept and agree to procure all necessary third party consents, permits and/or permissions, which may be required in order to install the Services. This includes permission from third parties if we need to cross their property or place Equipment on their Premises. Where the Premises is a rental premises, it is the responsibility of the tenant to inform, seek and obtain permission from the landlord regarding the installation of Equipment, including any required alterations to the Premises. We will be unable to proceed with the Installation if we are aware that such permits and permissions are not available or if third parties do not provide us with access to their premises if needed. Failure to obtain these consents shall result in our right to terminate the Agreement with immediate effect and you agree to indemnify us in respect of any claims from third parties in circumstances where you have failed to obtain the appropriate consent as required under this term. Such termination may also result in you incurring any applicable penalties in accordance with these Terms.
    • 4.9 We shall make commercially reasonable endeavours to install the Services but shall not be liable in the event that we are not able to complete the Installation. In such event, the Agreement shall be terminated with immediate effect without penalty between us and you.
    • 4.10 Vodafone does not accept any liability whatsoever for any loss or damage that may occur to the Premises during the Installation.
    • 4.11 You acknowledge that your power supply may be interrupted during the Installation process. Furthermore during the provisioning of a Service you may experience a temporary loss of existing services and Vodafone shall not be held liable to you for any losses or damages howsoever arising during such period.
    • 4.12 Please note you will be liable to pay a cancellation/penalty charge to Vodafone in each of the following cases in accordance with the Schedule of Charges;
      • a) If you have not provided the necessary cancellation notice period in respect of the scheduled Service Installation Appointment (i.e. Up to 5pm of 4 previous Working Days) or do not answer your phone within 10 minutes of the scheduled Installation appointment;
      • b) If the Agent cannot gain access to the Premises due to a third party access issue, for example within an apartment block;
      • c) If you refuse to allow the Agents onto your Premises on the scheduled appointment date;
      • d) In the event that the Premises has not been cleared for the Agents to work in accordance with the above terms. This can include the removal of furniture or carpet etc.
      • e) Where the environment is considered dangerous or unsafe for the Agents, the Installation may not proceed but the cancellation/penalty charge may be levied regardless.
    • 4.13 Where the Equipment necessary for the provision of the Services has been provided to you prior to the Installation and it is required for the Installation, it is your responsibility to have the Equipment at the Premises prior to the Installation.
    • 4.14 In order to make use of the Services you need to connect the Equipment which we will provide to you when concluding your Agreement in the Vodafone stores (‘Self-Installation’). All instructions provided to you by Vodafone must be followed accurately during the Self-Installation process.
    • 4.15 Should you require further assistance with the Self-Installation and/or require the presence of an Agent at your Premises then kindly contact Vodafone by calling Vodafone Customer Service on 247, or 16230 in case you are a business customer, or by visiting any Vodafone store.
  • 5. THE SERVICES
    • 5.1 The technology over which we provide the Services shall be solely at our discretion. We may change the technology over which we provide the Services and we will notify you if there are any changes to the way your Services operate.
    • 5.2 We may change the Services, including, but not limited to, access procedures, hours of operation, commands, documentation and services offered (including their description). Notification of any such changes will be provided to you prior to the proposed change in accordance with the applicable law; provided that if any such change is of an urgent nature, notification shall be made as soon as is reasonably practicable.
    • 5.3 In supplying the Services, Vodafone will use reasonable skill and care but cannot guarantee fault free performance. Vodafone does not warrant that the Services will be suitable for specific customer applications, that the operation of the Services will be uninterrupted or error-free or that the Services will support or be compatible with any applications or other services which you use in conjunction with the Services.
    • 5.4 Due to the wide range of causes of faults, many of them outside of Vodafone’s control, it may not always be possible for Vodafone to fix a particular fault in a guaranteed timeframe. However, Vodafone will use all reasonable endeavours to repair faults in a timely fashion. There are no compensation and refund arrangements which apply if targeted service quality levels are not met, the service is provided on a best effort basis.
    • 5.5 Vodafone reserves the right, at its discretion and without prejudice to any other provisions of this Agreement, to issue such reasonable instructions concerning the use of the Services as it considers necessary in the interests of safety, quality of the Services, other customers or telecommunications services as a whole. Vodafone may also issue details as to minimum system requirements.
    • 5.6 Vodafone shall make reasonable efforts to prevent unauthorised access to the Services by third parties but shall have no liability to the Customer for any loss or damage caused by unauthorised third party access to Services or the Equipment.
    • 5.7 Fixed Telephony: You can subscribe to and make use of Vodafone Fixed Telephony Services and we will provide you with the ability to make and receive voice calls from a fixed location.
    • 5.8 Fixed Telephony Services are charged in accordance with the Specific Terms and Conditions.
    • 5.9 If you are a new Vodafone Fixed Telephony Service subscriber, you may choose your fixed telephony number, subject to the number availability, upon signing of the Agreement for the Services.
    • 5.10 In the event that Fixed Number Portability of your current fixed telephony number is successful, the Customer’s fixed telephony number shall be reserved and Vodafone’s tariff for fixed telephony shall be set accordingly.
    • 5.11 You shall not acquire any right or interest in any Fixed Telephone Number (‘FTN’) notwithstanding the duration for which such FTN may have been assigned or used by you or any payment which may have been made by you for it.
    • 5.12 If you wish to use FTN provided by us in connection with any service to be provided by any operator other than Vodafone, you shall make the appropriate arrangement with such operator for that purpose before the Customer terminates the Service in relation to which the FTN has been assigned to the Customer. Vodafone shall not be required to consent or permit any FTN to be used in connection with any service to be provided by any other operator otherwise than in accordance with and subject to the terms and conditions of any agreement between Vodafone and such other operator or as required in terms of applicable laws, regulations and fixed number portability specifications.
    • 5.13 In the event that Fixed Number Portability of your current fixed telephony number is unsuccessful, you shall be notified via electronic mail to the e-mail address or by post to the address provided by you to Vodafone or by telephone call to the contact number provided by you.
    • 5.14 Directory Services
      • a) You may release your personal data to be included in a publicly available directory or to be made available for the purposes of directory enquiry services; however, this is entirely at your discretion and you are not obliged to do so. Should you not wish to release such data into the public domain, you will fall under the category known as ‘ex-directory’.
      • b) It is also at your discretion whether to make your personal data available for reverse searches. If you do so, others may search for your details on electronic directories by inputting fields other than your name. (E.g. in classic reverse searches, others may carry out a search by entering your telephone number and your name as the name of the person who the number is attributed to would then be given by the directory enquiry service. Other searches could include entering a street name and locality.)
      • c) You may at any time and at no cost also, review and amend the contents of the data submitted, the opt-in/opt-out choices made in accordance with this term by visiting any Vodafone store. While it is possible to change your subscriber details or change your status from directory to ex-directory, keep in mind that, any data which would already have been published and/or distributed in written format, whether in paper format or any other electronic media, may not be possible to retract.
  • 6. EQUIPMENT
    • 6.1. We may provide you with Equipment to enable your connection to the Service. This Equipment remains our property and may only be used in connection with the Services. You must comply with all manufacturers’ instructions and any other instructions provided by us in relation to the use of the Equipment.
    • 6.2. You shall take good care of the Equipment and ensure that all Equipment is maintained and kept in good working order. If the Equipment is damaged beyond normal wear and tear, lost or stolen, we may charge you a fee for its repair, replacement or non-restitution. If the Equipment makes use of batteries you agree to be responsible for their recharging or replacement as required.
    • 6.3. A one-off Equipment Fee may apply in accordance with the Schedule of Charges.
    • 6.4. We will retain ownership of all Equipment, including but not limited to any cables and/or fittings provided to you under this Agreement and we may remove them during or upon the termination of this Agreement. For the avoidance of doubt, title to any Equipment will not transfer to you and it shall remain vested in us unless agreed otherwise between you and us.
    • 6.5. You agree to access the Service only by using the Equipment supplied or expressly approved by us. We reserve the right to restrict access to the Service such that you may only access it if you use all of the Equipment provided by us concurrently. We shall be entitled to disable any Equipment that is not being used as directed by us. Vodafone shall have no liability for any equipment, plug-ins or other devices, hardware or software provided by you, for use in connection with the Services. Any such equipment must be compatible with the Services, must not cause damage or loss to the Services and the network and must be used in accordance with relevant instructions, safety and security procedures.
    • 6.6. You agree not to tamper in any way with our network, Equipment or Installation. If you want to connect any equipment to our network other than through the sockets or other connections provided by us, You need to obtain our permission. You agree not to connect any equipment that is not compliant with local regulations in force at the time or that may harm the network or other Equipment. If your actions cause a fault to the Equipment, network and/or to any other third parties, you shall be liable and remain bound to pay for all expenses and/or damages of whatever nature incurred by us and/or any other third party affected, and shall fully indemnify and hold us harmless from any such claim.
    • 6.7. You understand that we may sometimes, without notice, need to connect remotely to restart and manage your Equipment. We will do this in order to ensure the quality of and/or provide support for the Service. You agree that you will follow any reasonable instructions we give you in this respect.
    • 6.8. From time to time we may need to replace your Equipment and/or the Equipment settings for technical reasons, to maintain the quality of the Service or due to change of method or platform of the Service delivery. In such cases we will inform you accordingly and where the change needs to be performed by us at your Premises, we will set an appointment with you to carry out the changes. If the Equipment can be changed by you, we may ask you to visit a designated location to have it replaced. You understand that if you do not comply with these requests, it may become impossible for us to continue to provide you with the Service or else the Service performance may be negatively affected. You agree that such changes do not constitute changes to the terms and conditions of Service. We will not be responsible for such lack of or degradation of Service if the cause is due to non-compliance from your end and for any costs incurred as a result of any changes required to be made by you.
    • 6.9. If you require replacement Equipment from us a charge may apply in accordance with the Schedule of Charges.
    • 6.10. On termination of this Agreement, cancellation of any Service or on receipt of any replacement Equipment, where the requirement for a particular piece of Equipment which was necessary for the provision of such Service is no longer necessary, you shall within five (5) calendar days of the date of such termination, cancellation or receipt of replacement Equipment, return the required Equipment to us.
    • 6.11. We may arrange for a courier to collect the required Equipment. If you miss your Equipment collection or replacement appointment, you may be charged an Equipment non-return fee or any other applicable charge as per the Schedule of Charges including but not limited to a re-scheduling of appointment charge.
  • 7. YOUR RESPONSIBILITIES
    • 7.1. You shall be responsible for the use of the Services at all times (including any third party’s’ use with or without your consent). You should use the Services in the way it was intended, legally and in conformity with all regulations, your Agreement and in accordance with Acceptable Use Policy and inform us if you become aware of any breaches.
    • 7.2. You warrant that all information and details provided by you to us are true and accurate and you shall promptly advise us in writing or by contacting our customer care with any changes to that information (including without limitation, your name, address, email address and/or telephone number).
    • 7.3. You undertake and agree to use the Equipment as supplied by us only in order to access the Services and you shall not use the Equipment otherwise than permitted under this Agreement.
    • 7.4. You shall promptly comply with all notices, instructions or directions given by us in respect of the Installation, use or operation of the Services, software and all relevant Equipment.
    • 7.5. You undertake and agree to provide at your own expense, when so required by Vodafone, all facilities and resources whatsoever necessary for the proper Installation, operation and maintenance of the Service and all Equipment, including, but not limited to, power points, electricity conduits, power fall back device, pipes and appropriate access or easement rights in order to be able to provide or continue providing you with the Service.
    • 7.6. You acknowledge that you are responsible for your account and its security. You may be provided with passwords, security codes, usernames and any other such matters that regulate access to the Services. It is your responsibility to keep them safe, not disclose them to third parties and eventually to change them or inform us in case they become becomes known to any unauthorized person.
    • 7.7. You understand that, like any similar electronic communications network, any information transmitted over the Services may be retrieved by third parties. You need to ensure that you take all necessary measures to keep the transmission of any information accessed over the Services safe.
  • 8. CHARGES AND PAYMENTS
    • 8.1. You shall be charged and must pay all Charges applicable to your Services. All Charges (including but not limited to access fees, rates, tariffs, charges, other fees, maintenance charges and penalties) applicable to the Services are listed in respective Specific Terms and Conditions and/or in the Schedule of Charges. The Specific Terms and Conditions may be varied and / or amended by Vodafone from time to time in accordance with the applicable law and such variation or revision shall take effect as from the date determined by Vodafone.
    • 8.2. Any recurring payments relating to the Services such as the monthly access fee shall be charged in advance. You shall also pay any other charges as may be imposed by Vodafone in accordance with your Agreement (e.g. any out of bundle usage charges, fees and/or penalties chargeable for the previous month). You shall receive an invoice from Vodafone indicating all applicable Charges during a given timeframe. VAT and any other applicable duties and taxes at the appropriate rate shall be also added to all invoices unless otherwise specified.
    • 8.3. Unless otherwise instructed by you, we shall send invoices to the billing address/valid email address provided by you as shown on the Order Form (or any other address notified to us in advance and in writing or as subsequently provided by you through our Customer Service, retail outlets, our website or as otherwise specified by us from time to time). In case of a billing postal address being selected this shall be deemed received by you on the second postal day after the date of posting. We may for operational reasons change our invoicing methods and periods and issue interim invoices. All Charges and other payments must be paid by the due date specified on the invoice. Where payment of Charges is not made by such due date, we may apply interest on sums due in accordance with the applicable laws. As indicated above you may select to receive invoices electronically and this is the preferred default method. Invoices sent electronically are considered as delivered once the e-mail containing the link to the invoice is sent to the e-mail address provided by you. Please refer to our Secure E-billing Service Terms & Conditions. E-Billing is the default method for billing purposes.
    • 8.4. You are required to supply Vodafone with a valid email address where notifications may be sent inter alia informing you that the bill has been issued as well as any other information. It is the Customer's responsibility to inform Vodafone of any changes in his/her email address. If Customer opts for a printed bill sent by post to his/her billing address he/she will be charged a fee as specified in the Specific Terms and Conditions.
    • 8.5. In order to avail of the Service, you agree that all Charges and payments payable by you under this Agreement shall be paid by Direct Debit Mandate (unless otherwise specifically agreed with Vodafone). You hereby authorise Vodafone to debit the Charges and other payments due to Vodafone under this Agreement from your bank/credit card account. We reserve the right to apply a charge as set out in the Specific Terms and Conditions for each occasion a Direct Debit payment fails provided the failure is not caused by us. It is your responsibility to update Vodafone with any changes to your bank/credit card account details as may be necessary to avoid that the payments fail.
    • 8.6. Should there be additional charges associated with using certain payment methods, these will be detailed in the Specific Terms and Conditions and/or Schedule of Charges.
    • 8.7. You agree that you are liable for any Charges incurred on your account irrespective of whether those Charges were incurred by you or anybody else with or without your consent.
    • 8.8. Bills are to be settled by you by the due date of payment as indicated on your invoice, hereinafter "Due Date". Where payment of Charges is not made by such Due Date, we reserve the right to charge you a late payment fee as specified in the Specific Terms and Conditions and/or in Schedule of Charges and/or we may apply interest on sums due in accordance with the applicable laws. Also we reserve the right to issue any backdated charges to you for the Services provided. You hereby undertake to pay such charges for the Services even if they would have erroneously been omitted from any of your prior invoices. Any overpayment by you with respect to any amount, item, entry or matter stated in the invoice shall be credited by Vodafone (without interest) to your account after Vodafone has completed its investigations and is satisfied as to the error or inaccuracy of that amount, item, entry or matter.
    • 8.9. Save in the case of a manifest error by Vodafone, all Charges shall be calculated by reference to the data recorded or logged by Vodafone. Vodafone's determination in respect thereof is final.
    • 8.10. Should you disagree with any Charges shown on your invoice, you should contact our Customer Care by calling 247, or 16230 in case you are a business customer, or visit one of Vodafone’s retail stores support service, prior to the Due Date for payment. Notwithstanding any complaint, all invoiced amounts shall be paid on the invoice due date. Vodafone reserves the right to issue any backdated charges for the Services. Any overpayment by you with respect to any amount, item, entry or matter stated in the invoice shall be credited by us (without interest) to your account after we have completed our investigations.
    • 8.11. We reserve the right to carry out a credit check on the Customer at any time. In default of payment of any amount due to us, we shall be entitled to give your details to one or more credit reference agencies, their members and any third party to whom we are obliged or authorized to transfer such credit-related data to by or under any law. If you at any time fail to meet our credit conditions, we may further enforce any credit limits on your Service account, restrict the Services, only allow certain specified methods of payment and / or suspend the Services (or other services of Vodafone that Vodafone currently provides to the Customer) when the Customer reaches the credit established until Vodafone receives the full payment of any and all charges that are due by the Customer.
  • 9. TERMINATION AND SUSPENSION OF THE SERVICES AND CONSEQUENCES THEREOF
    • 9.1 Should you terminate this Agreement during the Minimum Term, you must pay Termination Charges together with any other Charges that may apply, unless otherwise provided in these Terms.
    • 9.2 In any case, in order to terminate this Agreement you shall provide us with thirty-two (32) days written notice and you shall be bound to pay us the balance of all the Charges for the Services until the date of disconnection. For the avoidance of any doubt, you shall not be entitled to reimbursement of any Charges already paid under this Agreement (including but not limited to any penalty charges and/or the connection fee).
    • 9.3 We reserve the right that, where you have availed yourself of a discount, discounted or subsidised Equipment or other promotion relating to the Agreement and terminate prior to the lapse of the Minimum Term, the Termination Charges that may be applied shall be calculated as if such discounted amount where not in effect.
    • 9.4 Notwithstanding the above, in certain circumstances determined by law in connection with distance and off-premises agreements, you may be entitled to cancel your order during the cooling off period of fourteen (14) days from the date that we accept your Order in accordance with the applicable law or from when the Service is provided. If the Services have already been provided, you will still be liable to pay all the applicable service Charges. You will also be responsible to return any Equipment we provided to you for the provision of the Services in a good state of repair.
    • 9.5 We shall be entitled to terminate this Agreement and cease providing the Services forthwith without notice if:
      • a) you breach any of the Terms laid out herein;
      • b) provide us with false, inaccurate or misleading information at any time during the term of your Agreement;
      • c) we are obliged to comply with an order, instruction or request from governmental or regulatory authorities,, Malta Communication Authority, an emergency service organisation or other competent authority;
      • d) you or other persons at your Premises are suspected of involvement with fraud or acts which are of defamatory, offensive, abusive, obscene, menacing, unsuitable or unlawful character in connection with use of the Services or the Equipment; or
      • e) you die or become mentally ill or become the subject of bankruptcy or insolvency proceedings in any jurisdiction or have become unable to pay your debts as they fall due.
    • 9.6 We shall be entitled to terminate this Agreement immediately by giving you notice if any event of Force Majeure continues for a period of thirty (30) days or longer.
    • 9.7 Should you wish to reactivate the Services following termination, you must settle all outstanding Charges as well as to pay a reconnection charge as indicated in the Specific Terms and Conditions. Any reconnection is at Vodafone’s discretion and subject to any regulatory obligation that may be applicable.
    • 9.8 Upon termination:
      • a) you must settle all outstanding Charges;
      • b) you must return all Equipment alongside with its original packaging box provided to you by us in good working condition. In default, or should this Equipment be returned damaged or faulty resulting from, but not limited to, misuse, mishandling, wilful damage by liquids, connection to unsuitable supply power, surges, lightening, tampering or service by unauthorised personnel, you will be liable to pay us the sum as stipulated in the Specific Terms and Conditions and/or in Schedule of Charges.
      • c) we shall stop providing the Services and shall deactivate all Vodafone provided Equipment on the date on which we receive the Equipment.
    • 9.9 You are liable to pay all Charges for the Services up to the date of disconnection. If we disconnect the Services because of failure to pay any dues, we shall be entitled to recover from you all costs and charges relating to collection, interest, legal fees and any then current disconnection fees. If Vodafone discovers that the Customer received services from Vodafone without its permission, Vodafone will further charge for any usage charges relating to such services. If the Customer breaches the Agreement by committing fraud or illegal activity, the Customer shall be reported to the police, who will take the appropriate legal action.
    • 9.10 On termination of the Agreement, all Charges accrued by you together with any Termination Charges shall become immediately due and payable.
    • 9.11 We reserve the right to suspend indefinitely or for a definite period, amend/alter/delete or terminate these terms and conditions at any time (collectively the 'Modifications'), by giving you a 30 calendar days’ prior written notice with the proposed amendments/alterations or stating the reason for the Modifications thereof. Should you disagree with the proposed Modifications during the 30-day time-period, you shall have the right to opt-out from your Tariff Plan by informing us of your decision to this effect without incurring any penalties for early termination of your Tariff Plan, provided that the penalty for non-returned or damaged Equipment shall apply. Your continued use of the Service after the expiration of the 30-day time-period signifies your acceptance of any amendment and you may incur penalties should you decide to opt-out of your Tariff Plan.
    • 9.12 From time to time we may modify the standard settings and/or features of your Tariff Plan to offer an additional value. Such changes might include increasing your allowances or improving your connectivity speeds. In case that such changes are approved and considered to be inherently beneficial by the Malta Communication Authority in accordance with applicable laws, we will inform you about the changes by giving you a 1-day prior written notice and Term 9.11 will not apply.
  • 10. SUSPENSION OF THE SERVICE
    • 10.1 You agree that from time to time it may be necessary for Vodafone to temporarily suspend the Services, with or without notice, during periods of repair, essential maintenance or alteration or improvement to the Services or otherwise in accordance with the law.
    • 10.2 We may immediately, without notice, temporarily bar, suspend, restrict, and/or disconnect your use of the Services (collectively “Suspension”) wholly or partially for any valid reason, including without limitation, where:
      • a) in fulfilment of any instructions requested by governmental or regulatory authorities;
      • b) you fail to pay any Charges set out in this Agreement;
      • c) you fail to observe any other term or obligation set out herein or any relevant law; or
      • d) you engage in any activity (or permits any activity) which Vodafone (as in its discretion shall determine) considers:
        • i) to be contrary to existing legislation or regulations applicable to provision of the Services or
        • ii) is or is likely to have an adverse impact on the quality of the Services or the integrity of the Services.
        • iii) is in breach of this Agreement.
      • e) if any failure, interruption, disruption or congestion of or in any electronic communications network, system or Services (whether of Vodafone, the Access Provider or any other person).
      • f) for health and safety considerations; and
      • g) for any other reason beyond our control
    • 10.3 We shall use reasonable endeavours to contact you, but shall not be obliged to contact you, prior to any such suspension of the Services.
    • 10.4 We shall be entitled to maintain suspension of the Services until any breach described in term 10.2 is remedied to our satisfaction.
    • 10.5 Where your Services are suspended in accordance with the above, any request for changes to the Services (including upgrades/downgrades or cessation) shall not be possible.
  • 11. QUALITY OF SERVICE & COMPENSATION
    • 11.1. The minimum annual Service availability on Vodafone's network, excluding Force Majeure cases and/or faults attributable to the Customer and/or other third parties, is 99%.
    • 11.2. The Services are offered on a contention ratio basis and all facilities for traffic management, routing as well as the bandwidth itself are shared amongst a number of users. The quality of service may vary according to the number of users online at any one time and cannot be guaranteed.
    • 11.3. We shall endeavour to provide you with a connection speed that reflects the Services which you are being subscribed to. The connection speed is the speed at which data is transferred between your computer and our network. The connection speed will always be greater than the download speed, which is the speed at which data is transferred from the internet to the user's computer, since download speed is dependent on internet or network congestion, and the speed of websites that the user connects to on the internet, among others. The maximum connection speed that can be achieved will vary based on a variety of factors, including, but not limited to number and type of appliances utilising the Services, the wiring/cables in your Premises, the number of services you have connected to the internet at any point in time, the equipment you are using, as well as the connection speed that can be reached by your devices or website you use. You may thus not always be able to reach the maximum speeds available to you in accordance with your Specific Terms and Conditions and you agree that such limitations may exist for the duration of the provision of our Services to you.
    • 11.4. Quality of service is also dependent on the users' traffic patterns and Vodafone performs bandwidth management at an application level to ensure that bandwidth is being shared fairly amongst users. This management also ensures fair weighting between various applications to ensure that heavy usage applications such as peer-to-peer downloads do not congest the system in a way that the system becomes unusable for other users. Services continue to be offered as they have always been, on a best effort basis.
    • 11.5. Network management procedures and tools that are consistent with industry practice are utilized to ensure that the integrity of the Vodafone network is maintained. In cases when the Vodafone’s network is at risk of being congested, Vodafone reserves the right to take whatever action it sees fit in order to ensure that the quality of service is not impacted. These actions may result in customers experiencing varied service and performance levels.
    • 11.6. We review individual subscriber upload and download usage and behaviour relative to average customer use of the network for each product. In the case of congestion caused by abusive use of the service or activities which impair other customers from accessing the network, Vodafone may intervene by notifying the customer of the abusive behaviour. Where traffic is repeatedly abusive Vodafone reserves the right to stop provision of the Services.
    • 11.7. In cases where we establish that your Service with us has experienced continuous or regularly recurring problems, at our sole discretion we may offer you compensation or a partial refund, subject also where applicable to any previous compensation and/ or partial refunds we may have already given you.
    • 11.8. We do not guarantee that the network covers the whole Territory or else that the quality of service is the same throughout. We may not be able to provide you with the Service in the location of your Premises or else provide it to the level of quality you desire.
  • 12. COMPLAINT AND FAULT HANDLING & COMPENSATION
    • 12.1. We shall do our utmost to provide continuous and good Services, however we acknowledge that problems may arise. In these cases, you may report the matter to us for further investigation (see term 12.5 below) and may escalate the matter if not satisfied with the outcome. Should you remain without the Services in the event of a network fault, we will provided you with a pro-rata credit compensation to your account. This compensation does not apply to lack of service attributable to (a) Force Majeure, (b) any circumstance which is attributable to you and/or (d) in case you refuse to provide an access to your Premises from the dates proposed by us. The pro-rata compensation will be calculated on the monthly fee payable by you for the Service in line with the applicable Specific Terms and Conditions from the day the fault was reported until it was resolved.
    • 12.2. In case of lack of full service performance of your Services, a maximum repair time of five (5) Working Days shall apply from the date that the fault was reported and subject to you accepting the first available appointment. This excludes any cases of Force Majeure, damage or disruptions caused by you or other third parties. You agree to adhere to any reasonable instructions issued by us in order to facilitate restoration of the Services. Where such instructions are not adhered to, you acknowledge that we are not able to adhere to this timeline. Fault rectification is free of charge unless it is attributable to you, in which case it shall be charged as per the fees mentioned in the Specific Terms and Conditions and/or the Schedule of Charges.
    • 12.3. If you believe that the Services provided deviate from the contracted typical speed range (TSR), you may contact Vodafone as per Term 12.5. If after due investigation it results that we cannot provide the Services in line the contracted typical speed range (TSR), you shall have the right to rescind the contract without incurring any penalty charges.
    • 12.4. Although we undertake to provide you with the Equipment of the highest standard and quality, it is not excluded that the Equipment or any component might get faulty. In such case, you should visit Vodafone Service Centre in Birkirkara, so the Equipment can be inspected and diagnosed. We will fix or replace the Equipment free of charge immediately there and then. In cases where you are not entitled to a free repair and/or replacement due to a diagnosis proving that the fault of the Equipment is attributable to misuse, mishandling, wilful damage by liquids, connection to unsuitable supply, power surges, lightning, tampering, service by unauthorized persons or any other use of the Equipment that is not in line with term 6 above, you will be liable to pay to us a repair and/or replacement charge depending on severity of the diagnosed fault.
    • 12.5. Should you wish to lodge a complaint or a query to Vodafone with regard to the Services, you can visit one of Vodafone’s retail stores, call 247 (16230 in case you are a business customer), or send us an e-mail to 247.mt@vodafone.com. You will be subsequently contacted by our representative within ten (10) Working Days from lodging complaint.
    • 12.6. You can lodge a complaint with the Malta Communications Authority if not satisfied with the response and/or remedy offered by us. The Malta Communications Authority can be contacted either through their website ( http://www.mca.org.mt/consumer/forms/complaints) or you can call on 21336840.
  • 13. LIABILITY
    • 13.1 We will use reasonable endeavours to provide a prompt and continuing Services as described in this Agreement but will not be liable for inter alia:
      • a) loss of data;
      • b) loss or damage of software or hardware;
      • c) loss or liability resulting from access delays or access interruptions;
      • d) loss or liability resulting from computer viruses;
      • e) loss or liability resulting from data non-delivery or data misdelivery;
      • f) loss or liability resulting from any errors, omissions, or misstatements in any and all information, goods, or services obtained on or through the Services;
      • g) loss or liability resulting from the acts and/or omissions of Vodafone or other Vodafone users; and
      • h) any error or omission attributable to you.
    • 13.2 Vodafone specifically excludes any warranty as to the accuracy, content or quality of information or software obtained through the Services.
    • 13.3 Save as expressly set out herein, all conditions or warranties which may be implied or incorporated into this contract by law or otherwise, including but not limited to those of merchantability or fitness for a particular purpose, are hereby expressly excluded to the extent permitted by law. In no circumstances whatsoever will Vodafone be liable for economic or consequential loss (direct or indirect).
    • 13.4 Without prejudice to any other provision contained in this Agreement excluding or limiting Vodafone's responsibility, the liability of Vodafone (if any) in contract, or tort or otherwise arising out of or in connection with supply of the Services shall be limited in respect of any one event or a series of two or more connected events to five hundred euro (€500).
    • 13.5 We are not responsible for your personal files, website or e-mail box residing on our systems. You are responsible for the independent backup of your data stored on our systems.
    • 13.6 Even when the Equipment is provided to you free of charge, if upon termination of this Agreement the Equipment is returned damaged or faulty, resulting from but not limited to misuse, mishandling, wilful damage by liquids, connection to unsuitable supply, power surges, lightning, tampering or Service by unauthorized persons, you will be liable to pay to us a charge as per the Specific Terms and Conditions.
  • 14. INDEMNITY
    • 14.1 You hereby agree to fully indemnify and to hold Vodafone harmless from and against any claim brought by any third party resulting from the use of the Services or the network by the user and in respect of all losses, costs, actions, proceedings, claims, damages, expenses (including reasonable legal costs and expenses), or liabilities, whatsoever suffered or incurred directly or indirectly by us in consequence your breach or non-observance of any of the terms and conditions of this Agreement.
    • 14.2 You shall defend and pay all costs, damages, awards, fees (including any reasonable legal fees) and judgments awarded against us arising from the above claims and shall provide us with notice of such claims, full authority to defend, compromise or settle such claims and reasonable assistance necessary to defend such claims, at his/her sole expense.
    • 14.3 You acknowledge that Vodafone is unable to exercise control over the content of information passing over the network or via the Services, and Vodafone hereby excludes all liability of any kind for the transmission or reception of infringing information of whatever nature.
  • 15. FORCE MAJEURE
    • 15.1 Without prejudice to any other provision contained in this Agreement, excluding or limiting Vodafone's responsibility, Vodafone shall not be liable to you for any loss or damage which may be suffered by you due to any breach of these Terms or failure on Vodafone's part to perform any obligation as a result of technical problems relating to the Services, termination of any licence to operate or use the Services, act of God, inclement weather, flood, drought, lightning or fire, earthquakes and volcanic eruptions, failure or shortage of power supply, strikes, lockouts, labour disturbances and industrial disputes of any kind, Government control, restrictions or prohibitions or any other Government act or omission whether local or national, any act or omission of any road transport authority, or of the operators of other telecommunication services, or of any other agencies or authorities, acts or omissions of the public authorities, war, terrorist attacks, military operations and riots, difficulties, delays or interruptions in the production or supply of Equipment used in the Services, act or default of any supplier agent or sub-contractor, or any other similar or dissimilar cause beyond Vodafone's control.
  • 16. INTELLECTUAL PROPERTY RIGHTS
    • 16.1 All rights, including copyright in Services and their content, belong to Vodafone, our Access Provider(s), or the Agents. Nothing contained in this Agreement shall be construed as granting or conferring any rights to you by license, franchise, title, interest or otherwise in Vodafone or any property of Vodafone, including, without limitation, Vodafone trade names, trademarks, service marks or proprietary information.
    • 16.2 The ‘Vodafone’ trademark and other related images, logos and names on the Services are proprietary marks of Vodafone. Vodafone hereby reserves all rights.
    • 16.3 Where Vodafone generates any Intellectual Property Rights in performing Services, or creating or customising Products for you (including without limitation by the creation or customisation of Software), all such Intellectual Property Rights shall, on their creation, vest in Vodafone exclusively.
    • 16.4 The Services and Equipment must not be used in any way which breaches the Intellectual Property Rights of Vodafone and/or any third party.
    • 16.5 Except for public domain material, all material displayed on, or downloaded using the Services is protected by intellectual property and copyright legislation, and may not be redistributed, transmitted, re-transmitted, copied, or published without the permission of the intellectual property right or copyright owner. The placement of material in any public posting area, or software library of Vodafone without the consent of the Intellectual Property Rights owner is in violation of the law and this Agreement. The Customer specifically agrees not to upload, post or reproduce in any way any materials protected by Intellectual Property Rights without the permission of the Intellectual Property Rights owner.
  • 17. INTELLECTUAL PROPERTY RIGHTS
    • 17.1 We may need to contact you from time to time. In this case, we may do so at your registered billing address, via e-mail or SMS, by telephone or through any other means that become available from time to time.
    • 17.2 Should you need to contact us, you may do so at our registered address, by email or telephone, or through any other means that we make available to you.
    • 17.3 Any notice which may be given by us shall, without limiting the manner in which we may give such notice, delivered in accordance with applicable law and shall be deemed to have been duly given if the notice has been sent to you by ordinary post at your last notified address on the second postal day after the date of posting. Furthermore, if the notice is addressed to some or all of you via advertisement, on the close of business on the day the advertisement appears in any one daily newspaper and/or on our website. Notices may be incorporated in or associated with any of our other communications.
  • 18. DATA PROTECTION
    • 18.1 We hereby declare that the personal information that we may process shall only be used in connection to the purposes stated herein and in our Privacy Policy (which can be found in full on our website: www.vodafone.com.mt/privacypolicy or in any Vodafone store). For full details on how Vodafone collects, uses and shares personal information including your data protection rights please see our Privacy Policy. In case of queries, please get in touch by contacting us on 247.mt@vodafone.com or by visiting any Vodafone store.
  • 19. ASSIGNMENT AND RE-LOCATION
    • 19.1 This Agreement is personal to you. You shall not, except with our written consent or in accordance with our standard transfer procedures, assign or otherwise transfer the Agreement in whole or in part.
    • 19.2 An Agreement transfer and/or re-location of the Services is at our discretion.
    • 19.3 A re-location of the Services to an address other than the address of the Premises provided within your Order request is subject to a charge set out in the Schedule of Charges. It is at our sole discretion to allow for such re-location request and you acknowledge that we may be unable to accept requests to re-locate the Services to a different address or to reject your request for any reason whatsoever. If you move to another premises and the Services cannot, for whatever reason, be provided at your new address, you may terminate the Services by paying all amounts due, including any applicable termination penalty in accordance with the Specific Terms and Conditions.
    • 19.4 Vodafone may assign or transfer any of its rights and obligations under the Agreement at any time at its sole discretion.
  • 20. WAIVER
    • 20.1 No failure or delay by us in exercising or enforcing any of its rights under this Agreement shall not be deemed to be a waiver of any such right. Furthermore this shall not in any way prejudice or affect our right to act strictly in accordance with the rights and powers granted to us under this Agreement.
  • 21. SEVERABILITY AND SURVIVAL OF TERMS
    • 21.1 If any provision of this Agreement is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions of the Agreement and the remainder of the provision(s) in question shall not be affected thereby.
    • 21.2 Any provisions of this Agreement that are intended by their nature to continue or to come into effect after termination or suspension shall survive termination or suspension of this Agreement and shall continue in full force and effect.
  • 22. JURISDICTION, APPLICABLE LAW, LANGUAGE
    • 22.1 This Agreement shall be governed and construed in accordance with the laws of Malta. The parties irrevocably submit to the jurisdiction of the courts of Malta or any other competent tribunal at law in case of any dispute.
    • 22.2 Any reference to any legislative act or provision shall, unless the context otherwise requires, be considered as a reference to such act or provision as amended, re-enacted or replaced.
    • 22.3 In the event of any conflict between the English and the Maltese versions of this Agreement (if available), the English version thereof shall prevail.
  • 23. DEFINITIONS & INTERPRETATION
    • 23.1 Terms defined in hereinabove shall have the meaning assigned to them in the respective definition above. The following terms shall respectively have the following meanings:
      • a) "Access Provider" means the wholesale fibre fixed internet provider through which Vodafone provides you with Vodafone Fibre Internet;
      • b) "Agreement" shall mean a legally binding contract you have entered into with us for the provision of the Service or bundled services (where the bundled services include inter alia the Service); the Agreement consist of the documents referred to in Term 1.2 and 1.3.;
      • c) "Charges" - means the charges for the Services, as published in the respective Specific Terms and Conditions and/or Schedule of Charges (including, but not limited to, connection charges, service options, monthly rental or tariff charges, call charges (which may vary depending on the type of call made), reconnection charges, Termination Charges, Equipment Non-Return Fees, Downgrade Fee and administrative charges) and certain Third Party Services which you may choose to receive;
      • d) "Commencement Date" means the date on which we make the Services available to you;
      • e) "Effective Date" means the date of our acceptance of your Order for the Services and it is the date when your Agreements becomes valid and effective;
      • f) "Equipment" means any equipment (devices, cables, wiring and/or other instruments) that is supplied by us for the installation of and access to the Services.
      • g) "Force Majeure" means situations further specified in term 15 above;
      • h) "Minimum Term" means the initial period of the Agreement which starts to run from the Commencement Date.
      • i) Premises;
      • j) "Order" means your application for provision of the Service submitted to us by visiting one of Vodafone’s retail stores, with our authorised agents or via other distance options that may be made available by Vodafone from time to time;
      • k) "Order Form" means the application, sign up form or other document authorised by Vodafone to request the Service;
      • l) "Service/s" means the Fibre Internet, VoIP fixed telephony service and any other services offered by us, as applicable;
      • m) "Tariff Plan" means a specific Service tariff plan as indicated in your Specific Terms and Conditions;
      • n) "Territory" means Malta as defined in the Interpretation Act (Chapter 249 of the Laws of Malta);
      • o) "Vodafone", "us", "we", "our" except where otherwise defined, means Vodafone Malta Limited, its group companies, sub-contractors or suppliers of the Services and any successor in business or assignee and where applicable, includes any director, official, employee or agent of Vodafone Malta Limited;
      • p) "Working Day" means any day from Monday to Friday, between 0900 and 1700 hours, and excluding public holidays;
      • q) "you", "your" means any natural or legal person and includes a company, partnership, joint venture, association, corporation, Government Agency, regulatory body, or any other public or private body whether corporate or incorporate indicated as the subscriber or customer in the Order Form and/or Agreement. For the avoidance of any doubt this term apply also to any person accessing, viewing and/or making use of the Service, whether with your knowledge and consent or not.

    V2 © July 2019

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VFMS Temporary - Vodafone Fixed Internet Services (Valid from 1st September 2019 )

  • 1. The Vodafone VFMS Temporary - Vodafone Fixed Internet Services (‘Tariff Plan’ and/or ‘Service’)are offered by Vodafone Malta Limited ('we') to existing and new fixed services customers ('you') under these terms and conditions (‘Specific Terms and Conditions’).
    This version of the Specific Terms and Conditions is applicable as from 1st September 2019.

    Vodafone reserves the right to limit the number of plans offered to a single person/legal entity. These Specific terms and conditions form an integral part of your Agreement for the provision of the services included in this Tariff Plan. These Specific Terms and Conditions constitute a legally binding contract between and must be read in conjunction with (i) General Fixed Services Terms and Conditions, (ii) Vodafone Secure E-Billing Service Terms and Conditions, (iii) 4G Service terms, and any other terms and conditions that might be referred therein. In the event of a conflict between any of the terms, the applicable precedence shall be the order in which the terms are mentioned in this term 3 (highest level of precedence first).
  • 2. This Tariff Plan is only available to customers subscribing to the Vodafone Fibre Internet or Vodafone Business Fibre Internet plans as a temporary internet connection until the Vodafone Fibre Internet is activated. For the avoidance for any doubt, any benefits provided by us for the Vodafone Fibre Internet activation period (i.e. discounted Monthly Access Fee, free Device etc.) will be lost and you will be charged standard monthly access fee and other charges stipulated in these Specific Terms and Conditions.
  • 3. Tariff Plan:
    • 3.1. All rates and charges quoted below are inclusive of VAT but are exclusive of excise tax or any other taxes, which may be applicable.
    • 3.2. Bundled Fixed Internet:

      VFMS Temporary Home/Office Internet
      Monthly Access Fee €45*
      Fixed Internet Service
      Fixed Internet data cap 350GB/month
      Download Speed(estimated maximum) Up to 30Mbps
      Upload Speed(estimated maximum) Up to 15Mbps
      Internet Device Provided by Vodafone – Monthly Device Rental Fee No Rental Fee
      IP-Dynamic 1 FREE
      Installation Charge and On-site support Charge Refer to term 6.2 below
      Buy and Try Promotion as per term 4 below Available
      Service Description TSR download estimate 10-30 Mbps

    * A discount of €20/month for Vodafone Fixed Internet customers applies to this Tariff Plan as from the date of subscription until the Vodafone Fibre Internet or Vodafone Business Fibre plan is activated ::
    For the avoidance of any doubt, upon the activation of the Vodafone Fibre Internet or Vodafone Business Fibre plan, the full Monthly Access Fee shall apply until the disconnection of the VFMS Temporary Service.
  • 4. Offers with the Vodafone Home/Office Internet
    • 4.1. Vodafone is offering you the Buy and Try promotion. This promotion gives you:
      • a) Cooling Off Period: These Tariff Plans come with a 14-day cooling off period within which you can decide to stop the agreement, by returning the device/s to the Vodafone Destination Store (Birkirkara Bypass), without incurring any penalties. All devices must be returned in a good working condition, and with their original packaging, in default, a penalty of €200 shall apply in line with term 6.2 below.
  • 5. Proper use of the Fixed Internet Device (the ‘Device’)
    • 5.1. The Fixed Services provided for under this Tariff Plan should be used in good faith, and by respecting the limits as set out in this term 5.
    • 5.2. You hereby acknowledge and accept that the Device provided for by Vodafone is used solely at the fixed address that you provide upon activation of the VFMS Fixed Services. Should you wish to change your fixed address, you are requested to contact us in accordance with term 11.2. The use of the Device at any other address than the one communicated to us is strictly prohibited. Should you breach this term 5.2, Vodafone reserves the right to terminate and/or suspend your Fixed Services
    • 5.3. The Fixed Internet Service carries with it a data cap of 350GB per month (the ‘Data Limit’). Once you reach this Data Limit, Vodafone reserves the right to suspend and/or stop your service for the remainder of the then current month. Any unutilised data from the 350GB data cap at the end of the month shall not be carried forward to the following months.
    • 5.4. You must return the Device to any Vodafone store immediately after the activation of your fixed broadband connection, in default, a penalty of €200 shall apply in line with term 6.2 below.
  • 6. Administrative charges and other rates
    • 6.1. The following administrative charges shall apply:
      Service Applicable Administrative Charge incl. VAT
      Direct Debit Reversals €5
      No Direct Debit Mandate €1.50 per month
      Suspension of Service – reconnection charge €10
      Paper bills €2 per invoice
      Change in Customer Details FREE

      These charges cover the work involved in processing each request/payment instructions as well as any stationary costs relative thereto.
    • 6.2. Other Rates that may apply:
      Service/ Product Applicable Rate incl. VAT
      Static IP address €2 per month for each Static IP
      CPE Fixed Internet Device €200/ device
      Device Rental Charge for Internet and Telephone Service (after Vodafone Fibre Internet activation period) €5/ month
      Support charges (Technician Home/ Office visit) during business hours €€25 for the first hour and €15 for subsequent hours
      Support charges (Technician Home/ Office visit) during non- business hours (incl. Sundays and Public holidays) €30 for the first hour and €17 for subsequent hours
      Abandoned Installations) €20
      Optional External Antenna Installation €125 one-time charge
      Late Payment Penalty €2 penalty shall apply for every invoice that is not paid within the due date stated on the invoice
  • 7. Disconnection and Penalties
    • 7.1. Upon disconnection of service, the Device alongside with its original packaging box should be returned to any of Vodafone’s retail outlets in good working condition. In default, or should this equipment be returned damaged or faulty resulting from, but not limited to, misuse, mishandling, wilful damage by liquids, connection to unsuitable supply power, surges, lightening, tampering or service by unauthorised personnel, the customer will be liable to pay Vodafone the sum of €200.
    • 7.2. Vodafone reserves the right to terminate the Service if there is a breach of these Terms and Conditions, including the use of VFMS Temporary after the Vodafone Fibre Internet activation. Provided that in such circumstances, you shall still be liable to pay any applicable penalty.
  • 8. Payment and Billing
    • 8.1. The Monthly Access Fee will be calculated on a pro rata basis according to the effective date of your Agreement and shall be charged in arrears together with an out of bundle usage at the rates provided in term 3.2 above.
    • 8.2. Payment for this Tariff Plan will be via Direct Debit Mandate.
    • 8.3. Vodafone reserves the right to impose interest at the maximum rate permissible at law with respect to any overdue amount owed to Vodafone for the fixed services provided.
    • 8.4. E-Billing: You are requested to apply for our secure e-billing service by providing us with your personal e-mail address upon subscription and you will start receiving a monthly SMS notification on your mobile number, informing you that your e-bill has been issued. You shall be charged a monthly administrative fee of €2 per invoice if you fail to provide us with your personal email address.
  • 9. Renewals
    You may renew your agreement either by calling customer care on 247or by visiting one of our retail outlets. The list of our retail outlets may be found on this link www.vodafone.com.mt/vodafonestores
  • 10. General Terms and Conditions
    • 10.1. Upon subscribing to this Tariff Plan, you are automatically accepting to adhere to these terms and conditions, and the General Fixed Services terms and conditions.
    • 10.2. YYou are advised to call 247, send us an email on 247.mt@vodafone.com or visit one of our retail outlets, to learn more about this Tariff Plan. The list of our retail outlets may be found on this link: https://www.vodafone.com.mt/vodafonestores.
    • 10.3. We reserve the right to suspend indefinitely or for a definite period, amend/alter/delete or terminate these terms and conditions at any time (collectively the 'Modifications'), by giving you a 30 calendar days’ prior written notice with the proposed amendments/alterations or stating the reason for the Modifications thereof. Should you disagree with the proposed Modifications during the 30-day time-period, you shall have the right to opt-out from your Tariff Plan by informing us of your decision to this effect without incurring any penalties for early termination of your Tariff Plan, provided that if benefiting from a device subsidy a penalty for a device (term 7) applies. Your continued use of the service after the expiration of the 30-day time-period signifies your acceptance of any amendment and you may incur penalties should you decide to opt-out of your Tariff Plan.
    • 10.4. From time to time we may modify the standard settings and/or features of your Tariff Plan to offer an additional value. Such changes might include increasing your allowances or improving your connectivity speeds. In case that such changes are approved and considered to be inherently beneficial by the Malta Communication Authority in accordance with applicable laws, we will inform you about the changes by giving you a 1-day prior written notice and term 11.3 will not apply.
    • 10.5. The benefits of this Tariff Plan are meant for individual residential use. Furthermore, we reserve the right to suspend or terminate your service if you abuse of the service and/or use it in a way for which it is not intended.
    • 10.6. Bandwidth management: In order to guarantee our network integrity, and your access to all points of the Internet even during peak hours when the traffic is particularly high, Vodafone, whilst respecting the principle of equal treatment of traffic, reserves the right to introduce temporary and non-discriminatory traffic management measures.

© v.16.12

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