Vodafone General Terms and Conditions (Prepaid & Pay Monthly)

  • 1. Conditions
    • 1.1. These Terms and Conditions, including our Privacy Policy and our Traffic Management Policy, together with the Sales Order Form overleaf, (the latter being applicable only for Pay monthly connections) and the specific terms and conditions of any applicable Service options, tariff plans or promotions constitute a legally binding contract (the "Contract") between Vodafone Malta Limited ("we") and the Customer ("you"). This Contract shall commence upon our acceptance of your application and upon having connected you to our Network. Kindly note that our various related products and services and Third Party Services may be subject to specific terms and conditions which become applicable upon using the product or service, therefore you are advised to read these carefully.
    • 1.2. 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 referred to as 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 suspension and/or termination thereof. Should you disagree with the Modifications during the time-period stipulated in this Term 1.2, you shall have the right to opt out of your Contract or without incurring any penalty whatsoever by informing us of your decision to this effect. In default, you shall be deemed as having accepted the Modifications and you may incur penalties should you decide to opt out upon the expiration of the time-period.
    • 1.3. This Contract is personal to you. You shall not, except upon having obtained our written consent or in accordance with our standard transfer procedures, assign or otherwise transfer this Contract in whole or in part.
    • 1.4. Your connection to the Network shall be subject to satisfying the following criteria- a. Having and maintaining a satisfactory credit rating and providing us with such financial security as we may reasonably require;
      • 1.4.1 Providing valid proof of identity/address and such evidence of residence in Malta as we may require;
      • 1.4.2 Being over 18 years of age (in the case of a personal application); in Malta as we may require;
      • 1.4.3 Your truthful and accurate completion of the application form and the provision of such other information as we may for any valid reason request.
    • 1.5. Any waiver, concession or any extension of a stipulated period permitted by us is limited to the specific circumstances in which it is given and does not affect our rights under this Contract in any other way. This Contract is governed and construed in accordance with the Laws of Malta and the Parties submit to the exclusive jurisdiction of the Courts of Malta. 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.
    • 1.6. Any notice which may be given by us shall, without limiting the manner in which we may give such notice, 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.
    • 1.7. If any provision of this Contract is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions of the Contract and the remainder of the provision(s) in question shall not be affected thereby.
    • 1.8. The reference to 'Service' under these terms and conditions refers to both our pay monthly and prepaid services, unless otherwise explicitly stated.
  • 2. Service
    • 2.1. The quality and the availability of the Service and related Vodafone products and services is subject to certain limitations, including the proximity of base stations and circumstances beyond our reasonable control including, but not limited to, geographic and atmospheric conditions, electrical power and the functional capability of Customer Equipment. We do not represent or warrant that the operation of the Service or our related products and services will be uninterrupted, timely, secure or error-free or that it will meet any of your specific requirements. In particular we do not represent or warrant that Calls will not be dropped, 4G, 3G, GPRS or Broadband Sessions will not be lost, transmission of data calls shall occur at a particular speed or that all traffic can or will be transmitted by the Network. We do not accept responsibility for the security of 4G, 3G, Broadband or GPRS Sessions. You are advised to ensure you have appropriate security measures against unauthorised access to and interference with Equipment (or associated software/hardware and data) as may be necessary.
    • 2.2. We may modify, suspend, maintain or upgrade the network and the Service wholly or partially, with or without notice, if we deem such action as necessary (e.g. for maintenance, repair, security or other valid reasons) or if we are requested to do so by a relevant authority. All reasonable efforts shall be made from our end to minimise such Service disruptions and keep any periods of interruption to a minimum. You acknowledge and accept our obligation to carry out works from time to time in your interest. You shall remain liable for all Charges during any such Service disruptions unless we determine otherwise.
    • 2.3. We reserve the right, without prejudice to any other provisions of this Contract, to issue such reasonable instructions concerning the use of the Service as may be necessary in the interests of safety, quality of service, other customers or electronic communications services as a whole, or for any other valid reason we deem as sufficient.
    • 2.4. All incoming voice calls which are not answered or which are received when your Equipment is busy, switched-off or out of coverage will be automatically diverted to our voicemail service and this functionality may not be altered. Accessing your voicemail is free of charge, except when roaming. The standard roaming rates (vodafone.com.mt/roaming) for voice calls apply in such cases.
    • 2.5. We make no representation and give no warranty as to the content, quality, availability, suitability or timeliness of any Third Party Service. We reserve the right to suspend or withdraw access to all or any such Third Party Services on a temporary or permanent basis at any time. Your use of such Third Party Services is at your sole risk and you shall not hold us responsible or liable for any loss or damage suffered by you arising from the use of such services. We may be required to charge you for such services.
    • 2.6. The quality of the Service is directly dependent on the availability of radio coverage. We are committed to provide the best possible radio coverage but this is not always possible due to the availability of sites (pertaining to geographical locations) for the installation of mobile services equipment otherwise known as Radio Base Stations. Vodafone as at today provides 99% outdoor population coverage for voice and SMS services and 98.9% outdoor population coverage for mobile data services at a minimum speed of 1Mbit/s. Detailed maps for both services can be accessed online at vodafone.com.mt/networkcoveragemap. For additional information you may call our Customer Care on 247 from your handset, free of charge.
    • 2.7. Due to contention ratios on the electronic communications network and other factors outside our control, the speed whilst using Internet on Your Mobile or any of our other Internet Services may vary from time to time. Hence we cannot guarantee maximum transmission speeds of our Internet at all times. The factors that affect mobile data speeds are:
      • a. the technology supported on the network
      • b. the end user device
      • c. the particular service you are subscribed to
      • d. the radio signal quality, affected by interference from third party equipment and lack of coverage of coverage
      • e. network load at the time of access to the service, affected by the amount of customers making use of the network (within a specific geographical location)
    • 2.8. We also provide the following services:
      • a. Maintenance & Repair Services and Customer Support Services.
      • b. Maintenance & Repair Services cover
      • c. Phone Warranty Coverage
      • d. Vodafone Express(Business Customers)
      • e. Out of Warranty Repairs
      • f. Service Charge (Mobiles)
      • g. Service Charge (Smartphones)
      • h. Broken Display (excl. iPhone handsets)
      • i. Customer Support Services
      • j. Free Diagnosis
      • k. Free Phone Set-up
      • l. Free Mobile Phone Information
      • m. Software Intervention
      • n. Contacts Transfer
      • o. PC Connectivity
    • 2.9. Detailed information and pricing on selected Maintenance & Repair Services and Customer Support Services can be accessed from the FAQ section on our website: vodafone.com.mt/support . For further assistance please call 247 from your handset, visit one of our retail outlets or email us on 247.mt@vodafone.com
    • 2.10. We are committed towards taking all necessary precautions to ensure maximum uptime of our voice, SMS and mobile data services. Nevertheless, due to the technological nature of the Service and/or due to reasons beyond our reasonable control, faults are possible and prolonged Service outages may happen. We are committed to restore the affected Services within the least timeframe possible; within 48 hours for localised outages affecting less than 100 customers, within 24 hours for regional outages affecting more than 100 but less than 1000 customers; and within less than 12 hours for faults affecting more than 1000 customers. These timeframes shall not be applicable in the event of faults arising as a result of an event of force majeure. We cannot commit to any timeframes for the restoration of the Service/s in cases where, this is lost due to:
      • a. the relocation of Radio Base Stations.
      • b. actions by third parties beyond Vodafone's control.
      • c. regulatory enforcements of any sort as mandated by the competent authorities (including but not limited to MEPA, MCA).
      • d. Events of force majeure
    • 2.11. The initial timeframe for a pay monthly connection or for an installation of a Service is a maximum of 5 days from the date of your application. Activation of a prepaid service is immediate and this is done by first inserting your SIM in your mobile phone and then calling 16203 for free. If you are not connected to the Service or if the Service is not installed within the stipulated timeframe you have the right to exit the Contract without incurring any penalties. However, this right to exit without incurring penalties does not apply in the event that the initial time for connection or installation was exceeded for reasons which are outside our control. For the avoidance of doubt, should you opt to terminate your Contract in the event that the initial time for connection or installation was exceeded for reasons which are outside our control, you shall incur any penalties which may be due.
    • 2.12. The timeframe for disconnection of a Service is a maximum of 5 days. If you adhere to the disconnection process as stipulated in your contract, you will not be liable to pay for the Service upon the lapse of the disconnection advance notice.
    • 2.13. If you are a pay monthly customer, you are advised 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, informing you that your e-bill has been issued. You are hereby being advised that a monthly administrative charge of €2 per invoice shall apply upon failure to provide us with your personal email address.
    • 2.14. You may request an itemised bill at a charge of €3, at any time from any of our retail outlets upon presentation of your identity card or any other valid identification document and upon signing a request form to this effect. You are hereby being advised that you will be provided with the itemised bill within a few days from the date of your request.
    • 2.15. Should you wish to file a complaint, you may do so either by visiting one of our retail outlets ; by calling 247, free of charge from your handset; by calling (356) 9999 9247 from any other phone, or by sending an e-mail on 247.mt@vodafone.com. All customer complaints are acknowledged within 24 working hours. If you wish to file a complaint with the Malta Communications Authority you may do so either by filling in the Online Complaint Form at http://www.mca.org.mt/form/complaint-form , or by downloading a printable form and sending it via ordinary mail or by calling on 21336840.
  • 3. Payment
    • 3.1. General Payment terms applicable for both prepaid and pay monthly services:
      • a. We shall normally offer a range of tariff plans with different rates and methods of charging. Charging rates and methods may vary depending on the type of Call sent or received. We may vary the Charges, the tariff plans (and tariff specific terms and conditions applicable thereto) and the rates or methods of payment, (collectively referred to as the 'Modifications'), from time to time by giving you a 30-day prior notice following the same procedure stipulated in Term 1.2 above.
      • b. We reserve the right to cease offering, modify and/or replace our tariff plans from time to time. You are advised to read the relevant Vodafone tariff specific terms and conditions, which are available from our website vodafone.com.mt , before completing and signing any application form or subscribing to any service. In the event that we terminate a specific pay monthly or prepaid tariff plan you hereby consent to be placed on the next most advantageous tariff at least temporarily at no cost with the possibility of changing tariff plan again at no cost. In this event Term 1.2 in relation to the 30 day prior notification shall also apply.
      • c. You shall be liable for all Charges incurred through the use of the Equipment calculated according to the relevant charging option, (whether or not incurred personally), and for all costs (on a full indemnity basis) incurred in enforcing the Contract, including all administrative costs, the cost of collecting any payments and un/barring fees. If your Equipment is lost or stolen, you shall remain liable for all Call Charges incurred until you inform us of such event and request us to block your Equipment. The loss of or inability to use the Equipment does not automatically bring the Contract term or your liabilities under this Contract to an end.
      • d. We may require you to pay a deposit before connection is made and/or after connection, as security for payment of Charges. A deposit is refundable after Contract termination or after a satisfactory payment record is established and you have paid all amounts owing to us during that period on a timely basis. We may also request you to make advance payments from time to time, which payments shall be credited to your account. No interest shall accrue on any deposit or advance payment.
      • e. Please note that data sessions over 4G / 3G / GPRS / Broadband are charged on the basis of the volume of data/pages sent and/or received by your Equipment over the Network except where your tariff plan provides otherwise. Our determination of the volume of data/packages shall be conclusive. Volume indications given on handset screens or personal computers may not be accurate. We may impose a charge for each 4G / 3G / GPRS / Broadband Session conducted using Your Equipment during which you access non-Vodafone Content (except in the case of multi-media messaging [MMS]). If such a 4G / 3G / GPRS / Broadband Session is terminated for any reason, the minimum charge shall apply again if it is re-established.
      • f. Each 160 characters (or part thereof) of each non-MMS text message (SMS) is charged as a separate text message. Please note that text messages sent over MMS are charged by reference to the volume of data sent. Whilst we shall make every effort to ensure that all text messages are delivered, You may be liable for all Charges in respect of any text messages that are not delivered. SMSs are charged as soon as you send them.
      • g. We may apply a limit to the amount of Charges that may be incurred by you. We may alter this limit from time to time. We may group your individual accounts into a consolidated account for administrative purposes. We may provide you with additional services which may be chargeable, as we shall inform you at the time. Where our account has not been maintained in a manner satisfactory to us, we reserve the right to refuse to provide or to modify such additional services.
      • h. You may use the Service whilst located outside the Territory, however access to foreign networks shall depend upon the arrangements between foreign operators and us. We shall not be held liable for any failure to connect to our roaming partners in cases where this connection would be dependent on reasons beyond our control. If you incur any problems you are hereby advised to call our customer care immediately. Roaming charges ( vodafone.com.mt/tc-pay-monthly#postpaiddataroaming ) shall apply to those of you making use of the Service outside the Territory. Furthermore, the method of charging may vary from one country to another and from one network to another, including inter alia calls made from outside the Territory. Please refer to our current tariff rules for details or call our Customer Service on 247 from your handset. Conditions may change frequently due to new / amended agreements with foreign operators.
    • 3.2. Payment terms applicable to our pay monthly customers:-
      • (i) Those of you who dispute any amount, item, entry or matter stated in your monthly bill must give us a written notice of such dispute by not later than 6 months from the date of such bill, by providing us with all the necessary details and reasons for the dispute and supported by documentary evidence. We shall conduct a complete and objective review of such disputed amount, item, entry, matter or deduction and will provide you with a written response within 30 days from the date of receipt, provided that we receive such notice within the 6 month time-period. Notwithstanding any provision in these General Terms to the contrary, our liability in respect of a disputed deduction from post-paid fees shall not in aggregate exceed the amount of post-paid Fees payable by you.
      • (ii) An administrative charge of €3 shall apply upon:
        • a. Migration from pay monthly to prepaid;
        • b. Removal of any Add-On Pack which is not already tied to a penalty
        • c. Requesting a print-out of your itemised bill;
        • d. Downgrading to another pay monthly tariff plan having a lower access fee;
        • e. Failure to opt for payment via Direct Debit Mandate.
        Other administrative charges may apply. Please refer to the terms and conditions of your specific tariff plan for additional information.
      • (iii) Should you fail to settle your monthly payments, you shall be liable to pay a late payment charge. In the eventuality that you have a Direct Debit Mandate and your DDM is reversed due to insufficient funds, you shall be liable to pay a reversal charge upon your second reversal. In the eventuality that your line is barred, a barring fee is incurred which needs to be settled on top of the other clauses as specified in Term 7. This Term is subject to terms 7.1.2 and 7.1.3 below.
      • (iv) Notwithstanding term 3.2 all Charges, deposits or advance payments payable by you shall be discharged in such manner, time or methods as we may designate. We reserve the right at any time to set-off all or part of any sum as owed to us by you against any sum due by us to you through any contract you may have with us.
      • (v) Unless otherwise instructed by you, we shall send invoices to the billing address/valid email address shown on the Sales 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 ) and shall be deemed received by us on the second postal day after the date of posting VAT and any other applicable duties and taxes at the appropriate rate shall be added to all invoices unless otherwise specified. We may for operational reasons change its 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. You may specifically request to receive invoices electronically. 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.( vodafone.com.mt/tc-pay-monthly#secureebilling ).
      • (vi) You may settle your payments as follows:
        • Via Direct Debit Mandate (explained further in Term 5)
        • Via Internet Banking
        • Via a Bank Transfer
        • By sending a cheque payable to Vodafone Malta Limited
        • Via a postal order
        • By effecting cash payments (in one of our retail outlets)
    • 3.3. Payment terms applicable to our prepaid customers:
      • (i) If you are a prepaid customer you may apply Call credit to your Account (topup) in order to be able to use the service for a certain fixed period as advised by us from time to time. The amount of the Call credit will reduce as a result of your usage. No usage may be done once all Call credit has been used (with the exception of Calls to the emergency services). You may continue to receive Calls for a period of 365 days from your last day of top-up. Applying Call Credit to Your Account is affected in real time and you will receive an SMS notification every time you Top-Up successfully.
      • (ii) You may top-up your credit via one of the following methods:
        • By purchasing a Top Up Vouchers from one of our retail Outlets or authorised resellers
        • Via 'My Vodafone' Online portal (web top ups)
        • Via calling 247 and providing your credit card details over the phone
        • Via SMS bank Top Ups
        • Via Electronic Top Ups through authorised third parties
      • (iii) If your mobile phone remains inactive for a period of 12 months, all unused Call credit will be lost and your number will automatically be disconnected.
      • (iv) Please note that delays may occur in the charging and provisioning of add-on bundles and services. This results in a reduction in your Call credit when making any type of usage until the bundle is assigned.
      • (v) Online top-ups:- We reserve the right to deduct any amount which has already been credited to your Account or which has been credited to a third party's Account, in the event that an online payment is not honoured by the Bank or if the credit is reversed by the Bank.
      • (vi) Term 7.1.2 and 7.1.3 below shall also apply to those of you subscribed to our Hybrid plans.
  • 4. Compensations and Refunds
    • 4.1. Compensations and refunds are handled on a case by case basis depending on the particular circumstances of the case. Vodafone shall do its utmost to provide continuous and reliable mobile speeds, however it acknowledges that problems may arise. Once a customer complaint is logged, we will take the necessary actions to investigate the case as soon as possible. We shall then affect any refunds, if in our reasonable opinion we deem that such a refund has to be effected, including but not limited to refunds in cases where there is a continuous discrepancy from the speed indicated in your terms and the speed you actually achieve.
    • 4.2. In the event of a total Service outage, where such outage has been caused by reasons directly attributable to us, any compensation/refund given shall be calculated pro rata. Therefore we shall refund or waive that part of your access fee proportionate to the duration of the total loss of service.
  • 5. Direct Debit Mandate (DDM) – Applicable to our pay monthly customers
    • 5.1. A DDM is defined as a recurring monthly payment to Vodafone for the Service. The amount of the payment may vary from one month to another depending on your contract and/or usage.
    • 5.2. Should you agree to subscribe to DDM and upon providing us with your bank account details, you will be authorising us to directly debit your account, on a monthly basis, through your bank as a means of payment for the service we are providing.
    • 5.3. The amount to be debited and the date of such debit varies, but we shall notify you in advance of the amount and date of the debit. The Bank shall not be bound to verify whether such advance notice has been given.
    • 5.4. The Bank is at liberty to either refuse to effect payment or to reverse a payment if your bank account does not have sufficient funds to meet the direct debit amount. Any charges levied by the Bank due to insufficient funds shall be directly debited to your account.
    • 5.5. You can refuse a debit to your account that does not agree with the services which you received. Any such claims submitted to the Bank within 30 days after payment date will be reversed accordingly by the Bank. Any claims after 30 days will have to be raised directly with Vodafone Malta Limited.
    • 5.6. The Bank may terminate this Direct Debit instruction at its sole discretion by advising you or Vodafone Malta Limited in writing.
    • 5.7. Vodafone Malta Limited may terminate this Direct Debit instruction at its sole discretion by advising you and the Bank in writing.
    • 5.8. You may terminate your DDM instruction at any time by informing the Bank and Vodafone Malta Limited in writing.
    • 5.9. By entering into a DDM you are fully agreeing to keep the Bank harmless and fully indemnified against any liability, loss or damage the Bank may incur for any reason which is beyond the Bank's control in consequence of making this facility available.
    • 5.10. The DDM signed document may be retained by Vodafone Malta Limited and your authorisation to debit your account may be construed by the Bank that Vodafone Malta Limited possesses this authority.
  • 6. Your Obligations
    • 6.1. You shall be responsible for the acts and omissions of all persons using your Equipment and password protected accounts. Without prejudice to any provisions hereunder, you shall hereby agree:
      • a. not to use or permit the use of the Service or the Equipment for any improper, indecent, obscene, unlawful, harmful, unauthorised, defamatory, inciting or fraudulent purpose or to cause any injury, offence or annoyance to any person or to send unsolicited commercial messages to any person;
      • b. not to use or permit the use of the Service or the Equipment, so as to cause the operation of the Network or the quality of Service to be jeopardised, impaired or interrupted or to interfere with the integrity or security of any electronic communications or IT network or system;
      • c. to only use type-approved Equipment with the Network, to comply with all laws, regulations and user guides governing its use and to remain solely responsible for the manner in which the Equipment is used;
      • d. to comply with all our reasonable instructions or requests or those of a relevant authority, in particular as to the manner of using the Service and in relation to the investigation of any offences;
      • e. not to entice, encourage or induce members of the public to call a particular number simultaneously where this may adversely affect the Service;
      • f. to promptly notify us of any change of address or details
      • g. to promptly notify us if your Equipment is lost or stolen
      • h. to keep your account password safe and secure.
    • 6.2. We shall not be responsible or liable for any Call Content sent or received by you (including content which contains a virus or other harmful or unlawful material). We shall and do not make any representations and/or shall not give warranty as to the quality, accuracy, correctness, completeness or suitability of any Call Content. Your reliance on or use of Call Content is at its sole risk. Recipients of certain Call Content (in particular, multi-media messages [MMS]) from you may only be able to fully access it if the receiving equipment has the necessary functionality.
  • 7. Suspension / Termination / Renewal
    • 7.1. We may, without notice, suspend and/or terminate your Service wholly or partially for any valid reason, including without limitation, where:
      • a. during any technical failure, modification or maintenance of the System provided that we shall use our reasonable endeavours to procure the resumption of the Services as soon as reasonably practicable; or
      • b. if you fail to comply with any of these terms and conditions (including failure or delay to pay charges due or any deposit required by us) until the breach (if capable of remedy) is remedied or should you do anything (or allows anything to be done) which in our opinion may affect the operation of the Services (or any of them) or any additional services or the System; or
      • c. We reasonably believe that you are unable to comply with payment obligations, represent a credit risk or exceeds any limit on Charges, whether billed or unbilled imposed by us or if we are unable to contact you following reasonable efforts; or
      • d. If you fail to observe any term or obligation set out herein (and in particular your Obligations referred to in Clause 4) or any relevant law; if the Call Charges incurred by you exceed the credit limit allocated to you by us (refer to Term 3.5 above) although we cannot guarantee to take immediate action once the credit limit is reached and if this credit limit is exceeded, you shall have to pay for all/any Charges set out in Term 3; or
      • e. Should you at any time fail to meet our requirements as to credit worthiness or if we reasonably believe that this Contract or any other agreement for services has been entered into fraudulently, or if we reasonably believe the Equipment or the SIM Card is being used for criminal or unlawful activities by you or any other person; or
      • f. if we become aware or have reasonable cause to believe that fraudulent use of your mobile number or Broadband CPE is taking place with or without your knowledge; or
      • g. If the direct debit mandate as completed by you is not accepted by your bank or is subsequently cancelled; or
      • h. in the event of notification of loss or theft of the Equipment or the SIM Card although loss or theft of the Equipment or SIM Card will not allow you to bring this Contract to an end and you shall have to pay all charges referred to in Term 3; or
      • i. If You do or allow to be done anything which in Our opinion will or may have the effect of jeopardising the operation of the Services; or
      • j. If any authorisation / licence to operate or use the System is revoked, terminated or modified for any reason either in whole or in part; or
      • k. if for any reason We are unable to provide you with the Service.
      • l. in the case of high usage in accordance with our Quality of Service ( vodafone.com.mt/tc-general#fair-policy )or overdue balances.
      • m. You supply us at any time with false, inaccurate or misleading information.
      • 7.1.1. During any period of Service suspension you shall remain liable for all Charges unless we decide otherwise. We reserve the right to reconnect you to our Network and to levy a fee on each suspended subscription and/or require revised payment terms (including security payments).
      • 7.1.2. Upon failure to settle your outstanding payments as per our credit terms we reserve the right to not only disconnect your connection but also to blacklist your device in cases where the device was given to you free as part of your tariff plan or where you are benefiting from a subsidised handset. The device will be made unavailable to be used on our network or any other local network operator. This Term shall only be applicable to those of you subscribing to any one of our pay monthly plans or to our Hybrid plan, as from Monday 12th August 2013.
      • 7.1.3. We shall also reserve the right to not only disconnect your connection but also to blacklist your device if you opt to terminate your contract prematurely and upon failure to pay the applicable penalty. This Term shall only be applicable to those of you subscribing to any one of our pay monthly plans or to our Hybrid plan, as from Monday 12th August 2013.
    • 7.2. Without prejudice to any other provision in this Contract, this Contract may be terminated by either party giving to the other at least 30 days written notice in advance or, in the case of porting, on the completion of the porting process. You can terminate the contract by either sending a letter via ordinary mail to our registered address or by visiting one of our retail outlets .
    • 7.3. Where the Contract is terminated all Charges will continue to accrue and be payable either until the end of the 30 day notice period (where termination is pursuant to Term 7.2 above) or until the date of termination (where termination is pursuant to Term 7.1 above). You are advised that in certain circumstances we may become aware of outstanding Charges after the date of the invoice issued on termination (eg. roaming charges that are subsequently advised to us by our roaming partners). In these circumstances, we shall be entitled to raise subsequent invoices and you shall be obliged to discharge all such invoices by the due date specified on the invoices.
    • 7.4. Notwithstanding the foregoing, if the Contract is terminated under Term 7 during the Minimum Period, you shall, following our invoice, pay a termination charge calculated as the sum of the monthly tariff charges which would otherwise be payable until the end of the Minimum Period or such other penalty structure as specified in the tariff specific terms and conditions for that Service. Those of you benefiting from a subsidised handset acknowledge that the said device shall become your property upon having paid all monthly charges up to the date of expiration of your Agreement.
    • 7.5. Upon suspension or termination of the Contract, we shall disconnect your Equipment from the Network. Where we exercise any of its powers under this Term 7, such exercise shall not prejudice or affect the exercise of any other right or remedy which may be available to us.
    • 7.6. You may renew your contract, by visiting one of our retail outlets or by calling Customer Care on 247.
    • 7.7. Applicable to Prepaid Customers: You may terminate your prepaid service without notifying us in advance and no penalty fees shall apply. This is not applicable to those of you who have entered into a contract with Vodafone over your prepaid service, at which instance a termination notice and penalty will apply in accordance with your agreement.In such an instance you must personally request a termination of contract at one of our retail outlets, where you will be advised of and asked to pay the penalty fee if applicable. We may also automatically terminate/disconnect your SIM, without notice, after 12 consecutive months of no activity and any unused Credit will be lost.
  • 8. Exclusion of Liability
    • 8.1. Insofar as it is permissible by law, we shall not be liable for any injury, loss or damage, whether foreseen or unforeseen, directly resulting from:- a. any failure, interruption, delay, suspension or restriction in providing you with the Service which is due to any act of God, government control restrictions or prohibitions, any other act or omission of any public or regulatory authority (whether local, national, international or supranational), an act of default of any supplier, agent or other person, strikes, work stoppages or labour disputes or any other cause whatsoever which is beyond our reasonable control. This also includes failure to connect to our roaming partners when roaming in cases where this connection would be dependent on reasons beyond our control;
      • a. any unlawful or unauthorised use of or access to the Network, Service or Equipment by you or by third parties;
      • b. any claim arising out of any act or omission by you, your servants or agents or arising out of any reliance placed by such persons on Call Content;
      • c. any valid suspension of the Service or termination of the Contract;
      • d. any loss, theft or malfunction of Your SIM card or Equipment;
      • e. any claim arising in relation to the provision (or non-provision), maintenance or use of electronic communications lines, channels, equipment, networks or services or arising out of Calls being dropped or GPRS/3G/4G/Broadband Connections being lost for any reason.
    • 8.2. We will not be liable for any indirect or consequential loss or damage whatsoever, whether it is foreseen or unforeseen, including but not limited to loss of profits, data, revenue, business, anticipated savings or goodwill. Nothing herein shall have the effect of excluding or limiting the liability of Vodafone for death or personal injury resulting solely from its act or omission.
    • 8.3. We shall exercise such reasonable skill and care in the provision of the Service as may be expected of a reasonably competent electronic communications operator. Except as expressly provided in the Contract, all conditions, terms, warranties and representations whether express or implied by law in relation to the provision of the Service are excluded to the fullest extent permitted by the applicable law.
    • 8.4. We shall do our utmost to support the unlocking of your Equipment, however we shall not be held liable or responsible in the event that we are unable to provide the unlock codes for any reason whatsoever. You are hereby being advised that a charge to unlock the device may apply.
  • 9. Directory Services and Caller Display
    • 9.1. 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’.
    • 9.2. If you are a post-paid customer, it is equally 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. Thus, for example, 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.
    • 9.3. 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 clause 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.
  • 10. Numbers and SIM Card
    • 10.1. You shall not have any proprietary rights whatsoever on any Vodafone number as we may from time to time allocate to you. We reserve the right at any time to alter or replace a phone number allocated to you or any other name, code or number whatsoever associated with the Service.
    • 10.2. We shall issue you with and license you to use a Vodafone SIM Card on the condition that the Vodafone SIM Card shall remain our property at all times and shall be returned to us upon request. We may charge you for the cost of checking, repairing or replacing a SIM Card.
  • 11. Privacy and Your Data
    • 11.1. We hereby declare that the personal information that we may process shall only be used in connection to the purposes stated herein and in accordance with our Privacy Policy (which can be found in full on our website: www.vodafone.com.mt/privacypolicy or in any Vodafone store). For more information 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. We may in certain limited circumstances disclose certain information regarding the accounts of customers who are under the age of 18 years to their parents or guardians who have registered with us for this purpose and who comply with our verification procedures. However, we may at our absolute discretion refuse to disclose any such information to any person in the event that we are not satisfied that the person requesting the information is the person who has registered with us for this purpose.
  • 12. Malicious and Unsolicited Communications
    • 12.1. Malicious Communications are prohibited. Engaging in unlawful activity, including the sending of unsolicited communications for fraudulent purposes, or for marketing or advertising purposes, without lawful grounds, is legally prohibited.
    • 12.2. Any complaints may be investigated and may involve our cooperating with the police or other authorities, including providing the police and other authorities, with evidence and information about the alleged offender, this is in accordance with our Privacy Policy.
    • 12.3. We may terminate your contract or any particular service, if it is reasonably satisfied, having conducted investigations that you have breached this prohibition, and that this right is not dependent upon the outcome of any formal proceedings by police or other authorities.
  • 13 Roaming
    • 13.1. When using your Equipment abroad, the service provider abroad may not provide you with all the services you are accustomed to in Malta. We cannot be held responsible if such services are not provided to you by the foreign service provider whilst roaming.
    • 13.2. Fair Use Policy. You may “Roam Like at Home” using your data, calls and SMS bundles applicable to other local networks whilst roaming in the European Union and Norway, Iceland and Liechtenstein (‘EU’). The Roam Like at Home benefits are exclusively available to customers who have normal residence or stable links in Malta and travel periodically in accordance with this clause 13.2. In line with the EU Roaming Regulations we are implementing this Fair Use Policy in order to prevent abusive or anomalous usage unrelated to such periodic travel.

      For the avoidance of doubt the Fair Use Policy of this clause 13.2. does not apply to local only tariff plans. 13.2.1. Normal residence and stable links. In order to ensure that retail roaming Services are not subject to abusive or anomalous usage unrelated to periodic travel, we can ask you for evidence of normal residence or of other stable links entailing a frequent and substantial presence in Malta before providing regulated retail roaming Services at the applicable domestic retail price. Such documentary proof may consist of any of the following:
      •  
        • a. a sworn declaration;
        • b. a valid ID Card or valid Driving License or valid Passport issued by a Maltese entity showing normal place of residence in Malta;
        • c. details of your local address and/or details showing the provision of any other services at the given local address (e.g. a utility bill);
        • d. a declaration or other proof from your employer or educational establishment in Malta (e.g. a contract of employment, an enrolment letter);
        • e. evidence of a posting/assignment in Malta where the Service has been requested;
        • f. registration in a population registry indicating that you are permanently residing in Malta;
        • g. other reasonable evidence proving stable link or permanent residence, such as a valid property rental agreement;
        • h. in the case of business customers documentary evidence showing of the establishment or activities of the business in Malta (e.g. Maltese Certificate of Registration, Maltese VAT number etc.)
      • 13.2.2. Monitoring of abusive or anomalous usage. We reserve the right to monitor your usage for a minimum of 4 consecutive months (the ‘Observation Period’) to identify any risk of abusive or anomalous usage in breach of the Fair Use Policy under this clause 13.2. Anomalous and abusive usage relates to instances where:
        • a. over the Observation Period a larger part of your consumption of the Service (calls, SMS, and/or data) occurs in the EU rather than in Malta, and and
        • b. over the Observation Period the total number of days your SIM card is logged onto a foreign network whilst roaming in the EU is higher than the total number of days it is logged onto network in Malta, or
        • c. during the Observation Period your SIM card is exclusively used whilst roaming in the EU and not used for making or receiving a call, sending an SMS or for data services in Malta for multiple periods of 4 weeks or a single continuous period of two 2 months.
      • 13.2.3 Alert Period If we identify a risk of abusive or anomalous usage as defined in the clause 13.2.2., then we will notify you accordingly. You will be given a 2-week alert period to modify your usage pattern to the limits indicated in clause 13.2.2. and you may also be asked to re-submit additional documentary evidence of normal residence or stable links (as listed in clause 13.2.1.).
      • 13.2.4. Surcharge. If abusive roaming usage persists after the alert period and/or you are not able to provide the requested documentary evidence when subscribing to the Service and/or after the Observation Period, we reserve the right to charge the surcharge over and above your retail domestic price as following:
        Service Applicable surcharge rate (excl. VAT)
        Voice €0.032/min
        SMS €0.01
        Data €7.70/GB as from 15/06/2017
        €6.00/GB as from 01/01/2018
        €4.50/GB as from 01/01/2019
        €3.50/GB as from 01/01/2020
        €3.00/GB as from 01/01/2021
        €2.50/GB as from 01/01/2022

        This surcharge will continue to apply until you rectify your behaviour and/or provide the requested evidence in line with this clause 13.2.

      • 13.2.4. Fair Use Limit. We reserve the right to limit the volume of data allowance for prepaid tariff plans and plans that include data bundles whilst roaming in the EU in line with the EU Roaming Regulation (‘Fair Use Limit’). Fair Use Limit represents the following:
        • a. for tariffs that include data bundles, the volume of data allowance may be limited to the equivalent of twice the volume obtained by dividing the overall domestic monthly tariff price, excluding VAT, the applicable rate for data as indicated in clause 13.2.4. above. If the resulting roaming data allowance is higher than your current domestic data allowance, you can make use of all the remaining data in your domestic bundle whilst roaming in EU and the Fair Use Limit will not apply.
        • b. for prepaid tariff plans, the data allowance may be limited to the amount of remaining credit, excluding VAT, at the time of the start of the data roaming session in EU, divided by the applicable rate for data as indicated in clause 13.2.4. above.
        • We reserve the right to charge the surcharge rates for data as indicated in clause 13.2.3 over and above your retail domestic price for any usage above the Fair Use Limit.

      • 13.2.5. Contact us. For additional information or to submit any complaints regarding our Fair Use Policy you may contact us by referring to the website [www.vodafone.com.mt] or by contacting Customer Care on 247, or by sending an email to [247.mt@vodafone.com] or by visiting a Vodafone retail outlet. Our business customers can contact our Business Customer Care on 16230 or send an email to [ business247.mt@vodafone.com].
    • 14. Porting
      • If you wish to port-out from our network, you must contact the mobile operator to which you wish to port and you will be responsible for complying with the porting requirements of that operator. Porting will be treated as a termination of your active service agreement. We may decline any porting requests if your account is in arrears or if your details do not match those on our systems.
    • 15. Definitions
      • 15.1. The following words and expressions have the following meanings:-
        • "3G Session " means an internet session established using 3G technology;
        • “4G Session” means an internet session established using 4G technology;
        • "GPRS Session " means a WAP or internet session established using GPRS technology;
        • “Account " means Your Vodafone prepaid mobile telephony account;"
        • " Call " means a transmission made over an electronic communications network for the purpose of communicating a voice or data message (which includes, without limitation, short text messages, multi-media messages, and calls to WAP services);
        • “Call Content " means the content of any voice or data Call received or made by You over the Network;
        • " Charges " means the charges for the Service, as published in Our periodically updated tariff terms and conditions (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), GPRS/3G/4G/Broadband Connection charges and administrative charges) and certain Third Party Services which You may choose to receive;
        • " You " means the customer/subscriber who, being an individual, enters into this Contract by completing and signing the application form or who, being an organisation, enters into this Contract by virtue of the completion and signing of the application form by an authorised signatory;
        • " Equipment " means Your type approved mobile terminal and Your SIM card which is connected by Us to the Network pursuant to this Contract as well as the Customer Personal Equipment (CPE) used for Broadband home internet services;
        • " Malicious Communication " means a person who uses a publicly available telecommunications service to communicate in bad faith with physical persons against their consent;
        • " Minimum Period " means the period of either 12 months or 24 months in the relevant tariff-specific terms and conditions commencing on the date of Your connection to the Network;
        • " Network " means the mobile electronic communications network and systems used to provide the Service;
        • " Service " means the mobile electronic communications service (pay monthly or prepaid) provided by Us, which enables the Customer to make or receive Calls over the Network, data and SMS services and any additional services provided by Us over the Network from time to time;
        • " Territory " means Malta as defined in the Interpretation Act (Chapter 249 of the Laws of Malta);
        • " Third Party Service " means any service promoted or provided by third parties to You over the Network;
        • " Unsolicited Communication " means a person and/or trader who uses or allows the use of publicly available telecommunications services to communicate with natural persons when the consent from such natural persons would not have been previously obtained;
        • " We " means Vodafone Malta Limited whose registered office is at Vodafone Malta Limited, Level 6, SkyParks Business Centre, Malta International Airport, Luqa LQA 4000, Malta;
        • " Our Agent " means any third party authorised to promote and sell the Service or carry out business activities on Our behalf;

    v.2018.05

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Vodafone Malta Traffic Management Policy

  • What is traffic management?

    Traffic management is a term that is used by electronic service providers to describe a range of technical practices that are undertaken to manage traffic across the network. This is used in practice in order to manage data usage in certain instances, and to ensure that the integrity of a network is maintained.

    These technical practices can result in the following:
    • 1. The prioritisation of certain types of traffic during peak times or in congested geographical areas in order to ensure network stability and integrity;
    • 2. Differentiation between objectively different categories of traffic, specifically time-critical and non-time-critical traffic at specific times or places;
    • 3. Adherence to contractual obligations that may result in end-users with particularly heavy usage having their Internet traffic slowed down.
      • An analogous situation is when you have a priority bus lane using up part of the road. Effectively, the buses are given priority over any other type of vehicle and therefore the buses’ journey time from one point to another is shorter than the time take for any other vehicle.
      • Traffic management is ultimately an instrument that allows for the prioritisation or slowing down of certain types of Internet traffic during busy times to ensure that a small number of people making use of high usage applications do not flood the network with said data traffic during the busy times of the day. Therefore this may also mean the slowing down of certain services using a much larger bandwidth but are less time critical (an example would be file sharing).
      • Using the same analogy above, given the fact that not all users make use of services using a greater bandwidth, having a traffic management policy allows a fairer use of the road for everyone and it ensures that during peak hours all the end-users can experience good internet speeds and make the most the service that are subscribed to.
      • Vodafone Malta’s position
      • Vodafone Malta Limited (‘Vodafone’/’we’) offers both mobile and fixed services to its subscribers (‘you’), and we do not in principle implement any traffic management. This means that we do not normally differentiate between different types of traffic, and we ensure that traffic is treated equally without restriction or interference irrespective of the sender and receiver, the content accessed or distributed, the application or services used or provided, or the terminal equipment used.
      • However, 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.
      • Other limitations that may be implemented are in relation to speed and data limits, which would be clearly stated in your respective service contract.
      • In providing our Internet services for both mobile and broadband, we will provide you with unrestricted access to the Internet. This is without prejudice to Vodafone being required to block certain content, service, application or protocol in accordance with Maltese and European Union law, or following a
      • Vodafone reserves the right to slow down certain types of traffic. This outcome is achieved by the deployment of technologies that can decrease the priority of traffic types deemed to be non-time critical on the network. For more information, kindly refer to the section ‘Description of the Services’ below.
      • Quality of Service
      • Vodafone will endeavour to provide you with a connection speed that reflects the service which you are subscribed to. The connection speed is the speed at which data is transferred between the customer’s device and Vodafone Malta’s core network.
      • Our current mobile and fixed services are being provided over a 4.5G network, and therefore there may be certain limitations and factors that may result in a varying download/upload speed. The factors that affect such speeds include but are not limited to:
        • a. Distance from the base station;
        • b. The technology supported on the network;
        • c. Load on the base station providing your chosen service, and therefore the radio signal quality, which is also effected by interference from third party equipment and lack of coverage;
        • d. Radio coverage at the customer’s premises;
        • e. Number and type of appliances utilising the customer’s connection;
        • f. Network load at the time of access to the service, affected by the amount of end-users making use of the network within a specific geographical location.
      • Privacy
      • 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
      • Description of the services
      • For more information regarding your service, kindly download these PDFs:

v.2018.05

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Web Messaging Service Terms & Conditions

  • 1. All prepaid and pay monthly customers (collectively 'you') may benefit from Vodafone Malta Limited's (our) Web Messaging Service (the 'Service'), by registering with 'My Vodafone'.
  • 2. Info About this Service:-
    • (i) You may send up to a total of 8 Messages per day (consisting of SMSs* and/or MMSs) directly to other local Vodafone mobile numbers, free of charge. Any Message/s sent to an international network or to any other local network shall automatically be charged in accordance with Table 1 below.
    • (ii) Upon exceeding the total amount of free Messages in any 1 day**, any additional Message/s sent via 'My Vodafone' (over and above the allocated free Messages) shall be charged as follows:
Table 1
Destination Charge per SMS Charge per MMS
Sent to any local network €0.05c €0.23c
Sent to international network €0.23c €0.58c

*Each SMS has a limit of 160 characters
**Term 4.1 (iv) shall also apply

  • 3. Method of Payment:-
    • Upon sending any additional Message/s in accordance with term 2(ii) above and/or upon sending any Message/s to an international network, the applicable charge shall be reflected as follows:-
Table 2
  Method of Payment
Prepaid The applicable charge shall be deducted automatically from your credit. The Message will not be sent if you do not have sufficient remaining credit in your account.
Pay Monthly The charge shall be reflected in your next bill.
  • 4. Terms of Use
    • 4.1. Upon making use of this Service you shall automatically be deemed as having accepted these terms and conditions, including the following:-
      • (i) This Service is offered as a technology application, and is not intended to replace any other of our services;
      • (ii) This Service cannot be used to send any Messages which violate or infringe the rights of others, or which are offensive, abusive, threatening, indecent, defamatory, obscene or otherwise unlawful.
      • (iii) Each text message shall have a maximum limit of 160 characters. If a longer text message is sent, it shall be charged as separate text messages accordingly.
      • (iv) This Service is capped to a limit of 1000 messages per day, which total amount includes the 8 free Messages.
      • (v) Our Quality of Service term applies. You may also be asked to moderate your usage if we become aware or have reasonable cause to believe that there is an abuse of service. Moreover we also reserve the right to permanently or temporarily block your use of this Service if we become aware or have reasonable cause to believe that there is fraudulent use of the service or upon a breach of term 4.1(ii) above.
  • 5. Terms of Use
    • 5.1. Further to Term 2 above, in the event that you do not use up the maximum limit of 160 characters per free Message, we reserve the right to use up the remaining characters in order to advertise and/or promote our products and/or services as well as those of third parties. This advert/promotion will not be inserted in your Message if we deem that there is insufficient space for us to place such advert/promotion.
    • 5.2. Subject to term 5.1 above, we shall not use any remaining characters for the purpose of adverts and/or promotions if you use up more than 160 characters per free Message.
    • 5.3. We shall limit the insertion of the adverts to the advertisement and /or promotion any of our products and/or services as well as those of third party partners.
    • 5.4. We shall not insert any adverts in any of the Messages, being those over and above the 8 free SMSs in 1 day.
  • 6. General
    • 6.1. You are hereby being advised that you are responsible for the content of your Messages. We shall not accept any liability or responsibility for the content of the Messages transmitted by the users of the service or any claims made by third parties. Your mobile number will appear as the sender of the message every time a message is sent.
    • 6.2. This Service cannot be used to send messages, containing any commercial advertising or promotional material or solicitation of goods or services for commercial purposes, without first having obtained our written consent.
    • 6.3. In situations where this Service has been misused, we reserve the right to monitor any information, including IP addresses and in case of reasonable suspicion of misuse, the Message content. Misuse of this Service includes cases mentioned in Terms 4.1 above and other events where you might in some way or another exceed the allowed number of Messages that can be sent in 1 day. In such an event, we reserve the right to block you from using this service and take further legal action against you.
    • 6.4. We will not accept any claims with regards to use, availability and speed of this service. Messages are usually sent immediately, but there may be delays in transmission, owing to overload on the network. Moreover whilst we shall make every effort to ensure that all Messages are delivered to the intended recipient, we cannot guarantee that all Messages sent locally to any network or sent to international numbers will be received and/or even read by the intended recipient and we shall not be held liable or responsible in any manner if this occurs. You are hereby being advised that you are sending Messages at your own risk. Furthermore, since Messages are sent over the Internet, they are not 100% secure and there is a possibility that these may be read by third parties.
    • 6.5. Messages sent on numbers which are not valid local mobile numbers according to the updated numbering plan published by the Malta Communications Authority from time to time, may be charged at international rates as per Table 1 in term 2 above.
    • 6.6. Our general terms and conditions and any of our other relevant terms and conditions shall apply.
    • 6.7. 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 referred to as 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 suspension and/or termination thereof. Should you disagree with the Modifications during the 30 day time-period, you may opt not to make use of this Service by informing us of your decision to this effect.

v2 © May 2013

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Vodafone World Rates

  • 1. Vodafone World is Vodafone’s newly introduced default tariff for all its customers whilst Roaming, except for those who currently make use of Vodafone Passport.
  • 2. Vodafone Malta Limited (Vodafone) customers will automatically be subscribed and benefit from the Vodafone World Roaming tariff (hereinafter referred to as the ‘Tariff’) from its commencement date as per 2 below.
  • 3. This Tariff commences on Sunday 1st April 2007.
  • 4. This Tariff is available to all prepaid and postpaid Vodafone customers on all tariff plans.
  • 5. Prepaid customers are automatically switched onto this Tariff upon commencement thereof.
  • 6. Postpaid customers’ subscription to Vodafone Passport remains in force unless they choose to opt out from the Vodafone Passport tariff and start using this Tariff. Shifting to this Tariff is free of charge.
  • 7.Postpaid customers on the Vodafone Passport tariff will still be charged in accordance with the Vodafone World Tariff whilst Roaming on networks which are not covered by the Vodafone Passport tariff.
  • 8. This Tariff is applicable to all voice calls made or received outside Malta and to all text messages sent from outside of Malta (hereinafter referred to as ‘Roaming’).
  • 9. This Tariff applies to all calls made or received outside Malta (hereinafter referred to as the ‘Eligible Calls’), excluding premium rate and calls made using Vodafone Passport.
  • 10. All customers are advised to visit our website, call Customer Care on 247 or visit our retail outlets, to learn about the new charges applicable under this Tariff and for the latest information regarding this same Tariff.
  • 11. All Eligible Calls to Visited Country, Malta and EU made by customers whilst roaming in any Zone 1 country are charged in one (1) second increments with a minimum call charge equivalent to thirty (30) seconds. Calls to Other Countries are charged per 60 seconds.
  • 12. All Eligible Calls received by customers whilst roaming in any Zone 1 country are charged in one (1) second increments from the first second.
  • 13. All Eligible Calls made or received by customers whilst roaming in Zones 2,3,4, countries are charged in sixty (60) second increments with a minimum call charge equivalent to one (1) minute.
  • 14. All call charges remain unchanged whenever the Eligible Calls are made or received whether during peak time or during off peak time.
  • 15. All calls to 9999247 while roaming anywhere in the EU and non-EU countries are free-of-charge.
  • 16. SMS, MMS, WAP, Connect and Internet APN data Roaming charges are network specific and are susceptible to exchange rate variations and therefore may change from time to time.
  • 17. All charges deriving from this Tariff include VAT unless otherwise stated.
  • 18. Vodafone hereby informs its customers that it cannot guarantee access to or coverage over the network of any foreign operator
  • 19. Vodafone shall issue a list of countries, and the zones and charges in relation to them, as well as the particular network considered a Vodafone Preferred Network in relation to this Tariff. This information may be subject to change from time to time. Customers are therefore advised to check about charging prior to travelling and using their handsets whilst Roaming.
  • 20. Customers may send an SMS on 50915791 with the name of the country being visited as follows ‘from [insert name of country]’, which SMS is free of charge if sent from Malta so as to obtain information regarding the Roaming charges in the country they will be visiting. Customers will then receive a reply SMS with the Roaming charges for the preferred and non-preferred networks in the country being visited.
  • 21. All other services shall be charged as per existing tariff plan.
  • 22. If Vodafone decides to terminate this Tariff, all customers on this Tariff shall be automatically shifted onto another tariff plan.
  • 23. Vodafone general prepaid and postpaid terms and conditions and any other relevant Vodafone terms and conditions shall apply.
  • 24. Vodafone reserves the right to stop, suspend, amend or otherwise alter this Tariff and these terms and conditions at any time

Quality of Service

The benefits of all our products and services, including our prepaid and pay monthly tariff plans 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 to charge you for the excessive element of your usage at your price plan's standard rate or to suspend or terminate your service in accordance with your airtime contract. 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."

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FREE Call Diverts on the Vodafone network

The Call Diverts facility allows postpaid customers active on the Vodafone Malta network (hereinafter referred to as the 'Customer') to direct incoming calls to another mobile or fixed line number.

Customers who divert their calls onto another mobile number active on the Vodafone Malta network whilst in Malta shall avail of this facility free of charge.

Customers who divert their calls onto a mobile or fixed line number active on the network of another operator whilst in Malta or abroad shall be charged for this service in accordance with the applicable call rate on the tariff they would be subscribed to.

FAIR USAGE POLICY: All Vodafone services are subject to Vodafone's fair use policy. If, in the reasonable opinion of Vodafone, the customer's use is excessive Vodafone may ask the customer to moderate his/her usage. If after Vodafone has given notice to the customer in writing to moderate his/her usage, the customer fails to do so, Vodafone reserves the right to charge the customer for the excessive element of his/her usage, or to suspend or terminate the Customer's service. Furthermore, Vodafone reserves its right to suspend or terminate the customer's service if he/she abuses of the service and/or uses it in a way for which it is not intended.

If you experience any problems setting diverts from your phone, please contact our Customer Services by sending an e-mail to cusomterservice.malta@vodafone.com. You could also call 247 from you mobile phone or 9999 9247 from any other phone. Alternatively you could also visit one of our retail outlets (Paola, Valletta, B'Kara or Gozo).

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Maritime Roaming

  • 1 Vodafone Malta Maritime roaming is Vodafone Malta Limited's (hereinafter referred to as 'Vodafone') service for all its customers ('You') whilst roaming at sea on certain ships. Through this service You can now use your mobile phone to make and receive calls, send and/or receive SMS whist travelling on certain cruise ships.
  • 2 All Vodafone mobile telephony customers subscribed to any Vodafone tariff plan (hereinafter referred to as the 'Customer/s') are able to avail of this service.
  • 3 This Tariff is applicable to all voice calls and SMS made or received in open sea on board specific cruise ships (hereinafter referred to as 'Vodafone Malta Maritime').
  • 4 Text messages sent by Customers will be charged according to the Vodafone World Roaming tariff applicable rates.
  • 5 All calls and SMS made by Customers over the Vodafone Malta Maritime roaming service are charged as follows:
    • a Vodafone Malta Maritime Roaming:
Calling any Destination €2.36/MB
Receiving Calls €2.36/MB
   
Outgoing SMS €0.35 each
Incoming SMS Free of Charge

    • b AT&T Maritime Roaming:
Calling EU Countries €3.26/min (charged on a 60 second basis)
Calling Other Countries €3.38/min (charged on a 60 second basis)
Receiving Calls €2.80/min (charged on a 60 second basis)
   
Outgoing SMS €0.45 each
Incoming SMS Free of Charge

  • 6 Vodafone Malta Maritime is available on the following cruise ships:
    • Vodafone Malta Maritime Roaming: Customers are advised to click here for more information about ships and itineraries cruising in the Mediterranean region.
    • AT&T Maritime Roaming: Customers are advised to visit http://www.wmsatsea.com/ships-in-service.html for more information about ships and itineraries cruising in the Caribbean region.
  • 7 The list of cruise ships may be subject to change from time to time as indicated on our website ( www.vodafone.com.mt ). It is highly recommended that you visit our website from time to time to obtain the most updated list of ships and charges for the Vodafone Malta Maritime roaming service.
  • 8 Occasionally, Vodafone may not receive records for calls made from abroad for processing until several weeks after the call is made.
  • 9 All charges deriving from this Tariff include VAT, and any other applicable taxes, unless otherwise explicitly stated.
  • 10 Vodafone cannot guarantee access to, or coverage on board any cruise ship at open sea. The Vodafone Malta Maritime roaming service will be switched off on board the cruise ships whilst within the territorial waters of the country visited. If you are unable to receive access to the Vodafone Malta Maritime roaming service at this time, you may obtain access to another foreign network operator in the visited country. If so, you will be charged according to the normal applicable roaming tariffs.
  • 11 All customers are advised to visit our website ( www.vodafone.com.mt ), call Customer Care on 247, send an email on 247.mt@vodafone.com or visit our retail outlets, to learn more about this service at sea.
  • 12 Vodafone general postpaid and prepaid terms and conditions and any other relevant Vodafone terms and conditions shall apply.
  • 13 Vodafone reserves the right to stop, suspend, amend or otherwise alter this Tariff and these terms and conditions in accordance with the timeframes stipulated by applicable law.
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Vodafone Voicemail & Missed Call Notification Terms and Conditions

  • 1 Vodafone Malta Limited’s (‘Vodafone’) Voicemail and Missed Call Notification facilities allows customers active on the Vodafone network (hereinafter referred to as the ‘Customer’) to receive messages or notifications when they are not able to answer a call.
  • 2 Customers whose Voicemail is not active are advised to call our Customer Care on 247 or click here for instructions (Voicemail webpage) on how to activate the service.
  • 3 Calls made directly to the Voicemail number (+35699909909) will be free of charge while the Customer is on the Vodafone Network and using the service locally.
  • 4 Receiving Voicemail messages will be free of charge while the Customer is on the Vodafone Network and using the service locally.
  • 5 When a Customer’s call is being diverted to Voicemail, the call will be charged as per the calling Customer’s current tariff plan.
  • 6 It is Vodafone's policy not to charge Customers for diverted voicemail calls received by Customers while roaming internationally. However, there may be rare occasions where, due to circumstances beyond Vodafone's control, this technically will not happen and Customers will be charged for receiving a diverted Voicemail message. In such circumstances, upon receipt of a request from a Customer, Vodafone will reimburse the entire amount charged for such diverted voicemail message.
  • 7 Calls made directly to the Voicemail number (+35699909909) while roaming internationally will be charged as per applicable roaming rate.
  • 8 In instances where a call is diverted to the Customer’s Voicemail and the caller does not deposit a voicemail message, Vodafone’s Missed Call Notification will advise the Customer of calls missed whilst their mobile handset is out of coverage, powered off, or busy.
  • 9 Customers will receive one Missed Call Notification alert per caller.
  • 10 Missed calls will be advised to the Customer when the Customer comes back into coverage or mobile handset is powered back on or when the Customer is no longer busy.
  • 11 The Customer will be able to respond to the caller via SMS or voice call through the Missed Call Notification alert.
  • 12 Missed calls from callers with a private number will not trigger a Missed Call Notification.
  • 13 The Missed Call Notification alert will appear to come from the caller. However neither the caller nor the recipient will be charged for the alert.
  • 14 Vodafone reserves the right to stop, suspend, amend or otherwise alter these terms and conditions at any time during their validity in accordance with applicable law.
  • 15 Without prejudice to the above terms and conditions, Vodafone general prepaid and postpaid terms and conditions and any other relevant Vodafone terms and conditions shall apply.

© v.18.07

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Professionals and Self-Employed Customer Experience

Service Terms

  • 1. Vodafone Malta Limited's ('We') prepaid and pay monthly Professionals and Self-Employed customers ('You') may benefit from the Customer Experience during any of Our pay monthly and prepaid services offered to You. Eligibility for this experience is at Our discretion and upon being identified as being eligible, You shall benefit from the following services free of charge:-
  • 2. Personalised Account Management
    • By virtue of Your monthly Professionals and Self-Employed Customer Experience, You shall benefit from a personalised account management, whereby You shall be offered Our customer care services by a limited number of Our customer care personnel.
  • 3. SureSignal
    • Applicable at Vodafone's discretion
    • 3.1. SureSignal shall be available to all those of You benefiting from Your Professionals and Self-Employed Customer Experience.
    • 3.2. SureSignal aims to improve Your reception, where applicable, by installing a 3G signal repeater.
    • 3.3. We cannot guarantee full-coverage even once the booster is installed and We shall not be held liable in the event that full coverage is not obtained. However We shall endeavor to ensure that You shall get the best coverage possible.
    • 3.4. SureSignal is only possible when roof access is obtained
    • 3.5. SureSignal is only possible if You provide the power supply at the point of installation at your own cost.
    • 3.6. SureSignal will only work if You own a 3G handset
    • 3.7. You shall only be entitled to one installation per location.
    • 3.8. SureSignal installations are at Vodafone's discretion.
  • 4. Tariff Optimisation
    • 4.1. Only Professionals and Self-Employed pay monthly customers are eligible for tariff optimisation as described in Term 4.2 below.
    • 4.2. 'Tariff Optimisation:-' Our customer care personnel shall review Your usage and advise You to migrate onto a better plan which will save You money.
    • 4.3. Tariff Optimisation will occur at a regular interval at Our discretion.
    • 4.4. You may call during any other period and may request a change of tariff which You may deem as more beneficial for Your needs.
    • 4.5. Your can only benefit from tariff optimisation on a minimum of a 6-month basis. Therefore You shall be unable to change tariff prior to the expiration of 6 months from the date of the previous change.
  • 5. General
    • 5.1. The Professionals and Self-Employed Customer Experience shall be launched on the 14th January 2011.
    • 5.2. You may opt out from Your Professionals and Self-Employed Customer Experience at any time by calling Our customer care on 247.
    • 5.3. If You are benefiting from Your Professionals and Self-Employed Customer Experience and opt to migrate to any other tariff plan or switch from pay monthly to prepaid or vice versa, You shall continue benefiting from Your Professionals and Self-Employed Customer Experience. Should You enter into a group tariff plan, you shall automatically no longer be eligible to benefit from Your Professionals and Self-Employed Customer Experience and You shall receive due notification from Us informing You of such a change.
    • 5.4. We reserve the right from time to time to revise the number of Professionals and Self-Employed customers who shall benefit from this Professionals and Self-Employed Customer Experience.
    • 5.5. You may visit Our website vodafone.com.mt, call Our customer care on 247 or visit one of Our retail outlets to learn more about this Experience.
    • 5.6. Our general prepaid and pay monthly terms and conditions, and any of Our other terms and conditions shall also apply.
    • 5.7. 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 referred to as 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 suspension and/or termination thereof.
    • 5.8. Should You disagree with the Modifications during the time-period stipulated in Term 5.7 above, You may opt out from this experience by informing Us of Your decision to this effect. Upon failure to do so, You shall be deemed as having accepted the Modifications.

v.1 © December 2010

Onsite After Sales Service Terms

  • Vodafone Malta Limited ('we'/'us') is offering its customers ('you) an onsite after sales service (the 'Service/s') as regulated by these terms and conditions and subject to the Limited Manufacturer's Warranty (the 'Limited Warranty') that comes enclosed with your device and/or accessory (collectively the 'Product/s'). We shall use our best endeavours to assist you, however we may be unable to do so if the documents mentioned in term 1.1 below are not produced upon request hence we advise you to also keep the signed and stamped Limited Warranty document.
  • 1. Requirement of the Service:-
    • 1.1. You are hereby advised to retain the receipt as proof of purchase of the Product and to ensure that the date of purchase is visible for the purpose of any warranty claims. You are also advised to retain the signed and stamped Limited Warranty document.
    • 1.2. During the warranty period, upon presentation of the documents specified in Term 1.1 above, and subject to the conditions of the Limited Warranty and these service terms, we shall proceed to repair or (at our sole discretion) replace the Product or its defective parts, free of charge as per term 5 below and in accordance with the relevant provisions of the Consumer Affairs Act
    • 1.3. If your Product falls outside the warranty period, if the warranty is voided such as for example if the fault is due to your negligence or fault, or if you fail to provide the documentation specified in this Term 1, we may still carry out repairs on the Product at an additional charge as specified by the onsite after sales representative.
  • 2. Requirement of the Service:-
    • 2.1. The conditions stipulated in the Limited Warranty form shall apply.
    • 2.2. You hereby confirm that prior to the handing over of the Product for Service you have removed any confidential information of a proprietary and/or personal nature from the Product; You have already carried out all necessary backups of all programs, information and data; and you have removed the SIM Card/s and all removable accessories, external devices, media, memory cards, sticks, chips and their contents from the Product.
    • 2.3. Notwithstanding Term 2.2, you agree that in the event that any personal information is left on the Product, it shall be deleted as per your request to have the Product repaired. Thus we shall not be held liable in the event that any data/ personal information, including programmes is lost and/or if any removable accessories, external devices, media, memory cards, sticks, chips and their contents is/are damaged during the repair process. Should you fail to remove any removable accessories listed in Term 2.2, you acknowledge that you shall be handing over the Product at your own risk.
    • 2.4. Upon the arrival of our onsite after-sales representative you shall be required to sign the 'Onsite Works Form' attached overleaf, confirming the request and the nature thereof as well your acceptance of these terms and conditions. Upon completion of the Service you shall be required to sign our Onsite Works Form again confirming satisfactory completion of the services.
  • 3. Our Liability:-
    • Our liability is limited to repairing or replacing the defective part or replacing the Product at our sole discretion in accordance with the law. This Service does not include and hence we shall not be responsible for:
    • 3.1. The restoration or reinstallation of any programs and/or data on the Product following the Service, other than the software supplied with the Product by the manufacturer at the time of purchase; and
    • 3.2. Any interoperability or compatibility issues that may arise when Products, software or options not supported by the manufacturer of the Product are used with the Product.
  • 4. Rates and Payment:-
    • 4.1. The following rates shall apply in relation to the Service carried out on the Product in warranty,
    • 4.2. Our Services shall be chargeable as follows:-
      • 4.2.1. On a Per Call Basis – You shall be charged a flat rate of €39 per call covering after-sales services such as on-the spot support, loan unit service upon request, upgrades, software intervention, back-ups and data transfers. For a full list of after-sales services provided on a per call basis please consult Our website.
      • 4.2.2. On an Annual Subscription Basis – You shall be charged a one-time annual fee of €149 which shall cover an unlimited number of call-outs and shall cover after-sales services such as repair/replacement on the spot, loan unit service upon request, upgrades, software intervention, back-ups, data transfers and out of warranty support. For a full list of the after-sales services covered by the annual subscription please visit our website.
    • 4.3. The Service charge for Service provided under 4.2.1 shall be due on a per-call basis and shall, be added to your monthly bill with respect to the month immediately following the provision of the Service and you may deduct the said charge from any entitlement which may be due to you.
    • 4.4. The Service charge for Service provided under 4.2.2shall be due annually in advance and shall be added to the first monthly bill with respect to that particular year and may be deducted from any entitlement due to you.
    • 4.5. The Services are subject to our Fair Usage Policy of one hour per call-out. Support calls will be provided from 9AM - 7PM, weekdays, excl. public holidays.
    • 4.6. All rates quoted are exclusive of VAT.
  • 5. Support, Repair and Replacement:-
    • 5.1. In the event that the Product requires off-site repairs, the onsite after sales representative shall provide you with a loan phone in accordance with Term 6 below and shall deliver your Product to the Vodafone after sales service centre. Once repaired, we will notify you that it is available for collection by not later than 15 days from receipt of said notification. Failure to collect your returned Product within the stipulated time-frame, shall automatically give us the right to dispose of the repaired Product as we deem necessary without further notification. Alternatively, you may avail yourself of our 'drop-off' service at an extra charge, in this case we will deliver the repaired Product onsite.
    • 5.2. Replacement of the Product shall be at our sole discretion. If we cannot repair the Product and such Product is no longer in stock, then we reserve the right to replace the defective Product with a similar model of equal value.
  • 6. Loan Phone Service:-
    • 6.1. We also offer a Loan Phone Service through which we reserve the right to provide you with a handset on loan upon request and for the duration of the repair Service. When opting for the Loan Phone Service you acknowledge receipt of the handset model with specific serial number (IMEI), provided by us upon release of the loaned handset.
    • 6.2. The on loan unit is provided free of charge with effect from the date of deposit of your faulty handset until the date of collection of your repaired handset from Vodafone. Upon failure to return the handset within the 15 day time-period you will incur a penalty of €5 per day.
    • 6.3. By accepting the loaned handset you confirm that the unit is being given to you in a good working condition and agree to return the unit in the same condition as it is being delivered. Upon failure to do so you will be accepting full liability in case of damage/loss and/or theft of the said loaned handset up to the full retail price of the unit in the form of pre-liquidated damages.
    • 6.4. You will also be required to return the loaned handset if and upon our request, even if for a specific duration, at any point in time throughout the duration of this Loan Phone Service.
    • 6.5. The loaned handset shall remain the property of Vodafone at all times. You shall be responsible for the handset in your possession and shall be responsible for making any payments relating to the use of this handset.
    • 6.6. You shall delete any data which you might have stored on the loaned handset prior to returning it to Vodafone and acknowledge that should you return the loaned handset to Vodafone with any data stored in the memory you are allowing Vodafone to delete all of the data without giving any notification to you, and you are hereby automatically waiving any right which you might have in the event that Vodafone inadvertently passed or passes any of this data on to third parties without having first deleted the data stored in the handset.
  • 7. General:-
    • 7.1. Your signature overleaf signifies your acceptance of these service terms. For the avoidance of doubt, the terms and conditions of the Limited Warranty shall also apply and shall run in parallel with these service terms.
    • 7.2. Vodafone declares that the personal information (as applicable) that we are collecting in this form shall only be used in relation to the purposes stated herein, services and in accordance with our Privacy Policy (which can be found in full on our website: www.vodafone.com.mt/privacypolicy or in any Vodafone store), for more information on how Vodafone collects, uses and shares personal information including your data protection rights please see our Privacy Policy which can be found on www.vodafone.com.mt/privacypolicy. In case of queries please get in touch by contacting us on 247 or by visiting any Vodafone store.
    • 7.3. A replaced/repaired unit will be given a 90 day warranty period if the remainder of the original warranty period is less than 90 days and this subject to the conditions laid down in the Limited Warranty.

© v.18.04

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After Sales Service Terms

  • Vodafone Malta Limited (‘we’) is offering its customers (‘you) an after sales service (the ‘Service/s’) as regulated by these terms and conditions and subject to the Limited Manufacturer’s Warranty (the ‘Limited Warranty’) that comes enclosed with your device and/or accessory (collectively the ‘Product/s’). We shall use our best endeavours to assist you, however we may be unable to do so if the documents mentioned in term 1.1 below are not produced upon request hence we advise you to also keep the signed and stamped Limited Warranty document.
  • 1. Requirement of the Service:-
    • 1.1. You are hereby advised to retain the receipt as proof of purchase of the Product and to ensure that the date of purchase is visible for the purpose of any warranty claims.
    • 1.2. During the warranty period, upon presentation of the documents specified in Term 1.1 above, and subject to the conditions of the Limited Warranty and these service terms, we shall proceed to repair or (at our sole discretion) replace the Product or its defective parts, free of charge as per term 5 below and in accordance with the relevant provisions of the Consumer Affairs Act.
    • 1.3. If your unit falls outside the warranty period we will still carry out repairs on the Product in line with the Vodafone Plus service described in term 4.2.3 below.
  • 2. Conditions:-
    • 2.1. The conditions stipulated in the Limited Warranty form shall apply.
    • 2.2. You hereby confirm that prior to the handing over of the Product for Service you have removed any confidential information of a proprietary and/or personal nature from the Product; You have already carried out all necessary backups of all programs, information and data; and you have removed the SIM Card/s and all removable accessories, external devices, media, memory cards, sticks, chips and their contents from the Product.
    • 2.3. Notwithstanding Term 2.2, you agree that in the event that any personal information is left on the Product, it shall be deleted as per your request to have the Product repaired. Thus we shall not be held liable in the event that any data/ personal information, including programmes is lost and/or if any removable accessories, external devices, media, memory cards, sticks, chips and their contents is/are damaged during the repair process. Should you fail to remove any removable accessories listed in Term 2.2, you acknowledge that you shall be handing over the Product at your own risk.
  • 3. Our Liability:-

    Our liability is limited to repairing or replacing the defective part or replacing the Product at our sole discretion in accordance with the law. This Service does not include and hence we shall not be responsible for:

    • 3.1. The restoration or reinstallation of any programs and/or data on the Product following the Service, other than the software supplied with the Product by the manufacturer at the time of purchase; and
    • 3.2. Any interoperability or compatibility issues that may arise when Products, software or options not supported by the manufacturer of the Product are used with the Product.
  • 4. Rates and Payment:-
    • 4.1. The following rates shall apply in relation to the Service carried out on the Product, strictly in those cases where the warranty period has expired or in those cases where although the Product is still under warranty, such warranty is void. It is advisable to refer to the Limited Warranty form for a detailed explanation of such instances. Rates shall also apply when choosing the Vodafone Express Service.
    • 4.2. Our Services shall be chargeable as follows:
      • 4.2.1. Vodafone Standard - Free of Charge repair with a 12 working days time to repair/replace. Only available for units which are in-warranty and have no voided warranty, subject to a detailed screening of the faulty unit done by the repairer. In the eventuality of a unit being declared out of warranty by the authorized repairer, we will proceed with the repair for expenses up to a maximum fee of €55, without prior notification. Should the repair expenses exceed this amount, your unit will be returned and you will be advised on different aftersales options provided by Vodafone and its repair partners.
      • 4.2.2. Vodafone Express - Express Service which offers an immediate phone replacement. The rate is €99 in the event that the unit is out of warranty or where the warranty is voided.
      • 4.2.3. Vodafone Plus - a list of Services offered for any out of warranty repairs or when the Limited Warranty has been voided. The service has a minimum service charge of €35 and may include but is not limited to the Repair of broken Display - €90 and/or an out of warranty replacement – €210. Vodafone Plus is only available for selected models.
    • 4.3. Subject to the terms listed in the Limited Warranty, we shall not proceed with the repair of any unit which is deemed to be beyond economic repair due to liquid damage or due to any other reason provided by our repairer. In these instances we advise you not to proceed with the repair of the unit since we cannot guarantee that any repair solution will permanently resolve the faulty unit. Should you insist on proceeding with such repairs, you hereby acknowledge and accept that this shall be at your own risk.
    • 4.4. All Service charges must be paid strictly upon collection of the Product. All rates are inclusive of VAT.
  • 5. Repair or Replacement:-
    • 5.1. We advise you to collect your returned unit by not later than 15 days from receipt of written notification from us to this effect. Failure to collect your returned Product within the stipulated time-frame, shall automatically give us the right to dispose of the repaired Product as we deem necessary without further notification.
    • 5.2. Replacement of the Product shall be at our sole discretion. If we opt to replace the Product and such Product is no longer in stock, then we reserve the right to replace the defective Product with a similar model of equal value.
  • 6. Loan Phone Service:-
    • 6.1. We also offer a Loan Phone Service through which we reserve the right to provide you with a handset on loan upon request and for the duration of the repair Service. When opting for the Loan Phone Service you acknowledge receipt of the handset model with specific serial number (IMEI), provided by us upon release of the loaned handset.
    • 6.2. The on loan unit is provided free of charge with effect from the date of deposit of your faulty handset until the date of collection of your repaired handset from Vodafone. Upon failure to return the handset within the 15 day time-period you will incur a penalty of €5 per day.
    • 6.3. By accepting the loaned handset you confirm that the unit is being given to you in a good working condition and agree to return the unit in the same condition as it is being delivered. Upon failure to do so you will be accepting full liability in case of damage/loss and/or theft of the said loaned handset up to the full retail price of the unit in the form of pre-liquidated damages.
    • 6.4. You will also be required to return the loaned handset if and upon our request, even if for a specific duration, at any point in time throughout the duration of this Loan Phone Service.
    • 6.5. The loaned handset shall remain the property of Vodafone at all times. You shall be responsible for the handset in your possession and shall be responsible for making any payments relating to the use of this handset.
    • 6.6. You shall delete any data which you might have stored on the loaned handset prior to returning it to Vodafone and acknowledge that should you return the loaned handset to Vodafone with any data stored in the memory you are allowing Vodafone to delete all of the data without giving any notification to you, and you are hereby automatically waiving any right which you might have in the event that Vodafone inadvertently passed or passes any of this data on to third parties without having first deleted the data stored in the handset.
  • 7. General:-
    • 7.1. Your signature overleaf signifies your acceptance of these service terms. For the avoidance of doubt, the terms and conditions of the Limited Warranty shall also apply and shall run in parallel with these service terms.
    • 7.2. Vodafone declares that the personal information (as applicable) that we are collecting in this form shall only be used in relation to the purposes stated herein, services and in accordance with our Privacy Policy (which can be found in full on our website: www.vodafone.com.mt/privacypolicy or in any Vodafone store), for more information on how Vodafone collects, uses and shares personal information including your data protection rights please see our Privacy Policy which can be found on www.vodafone.com.mt/privacypolicy. In case of queries please get in touch by contacting us on 247 or by visiting any Vodafone store.
    • 7.3. A replaced/repaired unit will be given a 90 day warranty period if the remainder of the original warranty period is less than 90 days and this subject to the conditions laid down in the Limited Warranty.

© v.18.04

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4G Service

  • 1. Applicability
    These terms and conditions apply:-
    • 1.1.to those of you subscribing to one of our services that provides access to 4G and/or 4G+; and.
    • 1.2.as part of: (i) your chosen tariff plan terms and conditions; (ii) as part of our general terms and conditions; and (iii) as part of the terms and conditions of your agreement. In the event of any conflict between these terms and conditions and any of the aforementioned terms and conditions, these terms and conditions shall apply.
  • 2. Access to 4G and/or 4G+
    • 2.1Access to our 4G and/or 4G+ services is only available on selected tariff plans. Check our website (vodafone.com.mt) or refer to the terms and conditions of your chosen tariff plan to check whether 4G and/or 4G+ service is offered on that tariff plan.
    • 2.2 Check our online coverage map for information related to 4G and/or 4G+ coverage before subscribing to our 4G and/or 4G+ services. This map is only an indication and prediction of outdoor coverage. Coverage may vary depending on the time and location. Data reception and speeds may not be as good indoors or in a car. Radio-based mobile technologies can also be affected by local factors such as buildings, trees and weather conditions. Other local conditions might also affect your experience. Our online coverage map is a guide and does not guarantee signal coverage. We shall not be held liable or responsible in any manner whatsoever in the event of any claims regarding non-coverage of 4G and/or 4G+ services.
    • 2.3 In order to access 4G and/or 4G+ services you will need a 4G and/or 4G+ enabled device, ( click here to see whether your device is supporting 4G+ service) and 4G and/or 4G+ SIM card. You may also be required to perform a software update on your device depending on whether your device has the software which is required to access 4G and/or 4G+ service. You are responsible for ensuring that you have inserted the correct SIM and for installing any necessary software updates on your device. You shall be required to follow any instructions we might send you about accessing our 4G and/or 4G+network.
    • 2.4 Upon having accessed our 4G and/or 4G+ services, you will be able to access mobile internet data over our 4G and/or 4G+ network whenever you are in a 4G and/or 4G+ coverage area. When in our other mobile data network areas (not in 4G and/or 4G+ areas) you will still be able to access non-4G and/or 4G+ data over these networks as usual.
    • 2.5 Your data allowance (where applicable) will be used for all our different types of mobile data and will not differentiate between the types of mobile data you are using. The data allowance will not rollover from one month to another.
    • 2.6 Mobile data speeds are subject to the factors listed in Term 2.8 below, which include dependency on the network coverage as well as on your device. Currently our mobile data service is able to:
      4G Service: support up to 42 Mbit technology across the Maltese Islands and up to 85Mbit technology in selected areas
      4G+ Service: support up to 210 Mbit technology in selected areas
      For further information about coverage in your area or should you have any queries about mobile data speeds, visit our website vodafone.com.mt, call our Customer Care on 247, send us an email on 247.mt@vodafone.com or visit one of our retail outlets or authorised dealers.
    • 2.7 4G and/or 4G+ speeds are available on the local network and are supported whilst roaming on selected networks (click here to see full list of 4G enabled countries).
    • 2.8 Due to contention ratios on the network and other factors outside our control, the download/upload speed may vary from time to time. Hence we cannot guarantee maximum transmission speeds of our Internet at all times. The factors that affect mobile data speeds are:
      • - The technology supported on the network
      • - your device
      • - The radio signal quality, affected by interference from third party equipment and lack of coverage
      • - Network load at the time of access to the service, affected by the amount of customers making use of the network (within a specific geographical location)

v2 © September 2017

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Vodafone Online Billing Service Terms & Conditions

In order for customers currently subscribed to Online Billing to continue receiving their itemized bill or invoice by e-mail and stop receiving a paper invoice need to call 247 or visit www.vodafone.com.mt between 26th May 2008 and 1st June 2008. Failure to subscribe as indicated above will result in the customer receiving a paper invoice/bill only as from 1st June 2008.

WHEREAS

Vodafone has developed a method of viewing (hereinafter referred to as "View My Bill"), in virtue of which a Client can view past itemised bills, invoices and statements, and up-to-date itemised bills and balances. Vodafone had also developed a method of payment whereby Client can also carry out online payments using the Client's authorised credit/debit card in return for which the Client settles in whole or in part the amount due on his/her billing invoice (hereinafter referred to as "Pay My Bill") with Vodafone Malta.

By using the View My Bill and the Pay My Bill services Client agrees to the following terms and conditions:

1. Definitions

For the purposes of these terms and conditions;

  • 1.1 " Client " means a person who is registered with the Vodafone Malta network by means of a separate written contract for each connection and who is also registered separately (one registration per connection) with 'My Vodafone' on the Vodafone Malta website. Client also means the person who is legally authorised to charge a credit/debit card which is debited via the Vodafone Malta website to effect the settlement, in part or in whole, of the billing invoice with Vodafone Malta;
  • 1.2 " Billing Invoice " means the invoice, which is calculated on the rates, and charges of the postpaid price plan to which Client is currently subscribed means of a written contract with Vodafone Malta.
  • 1.3 " View My Bill " means the service whereby a Client views his/her past-itemised bills, invoices and statements, and up-to-date itemised bills and balances.
  • 1.4 " Pay My Bill " means the service whereby a Client pays his/her billing invoice, using a credit/debit card, which Client is legally authorised to charge, via the System;
  • 1.5 " Online Billing Services " refers to both 'View My Bill' and 'Pay My Bill' Services;
  • 1.6 " System " means a system whereby payments are authorised via the Vodafone public mobile telecommunications network and internet systems and in virtue of which a Client is enabled to settle his/her postpaid price plan Billing Invoice through his/her online 'My Vodafone' account.
  • 1.7 " My Vodafone " is the section in the Vodafone Malta website whereby a Client registers his/her mobile number and personal details in order to benefit from the web services made available through the internet systems by Vodafone Malta.
  • 1.8 " Credit/debit card " means any of the following; Visa (credit card), Mastercard (credit card), Bank Of Valletta Cashlink (debit card), Bank Of Valletta Cashlink International (debit card), Bank of Valletta Club Card (debit card), Bank of Valletta Visa Gold (credit card), Bank of Valletta Visa Platinum Gold (credit card), APS Premier Card (debit card);HSBC Bank Malta VISA Gold and VISA classic (credit cards); HSBC Bank Malta Premier MasterCard and MasterCard classic (credit cards); HSBC Bank Malta Quikcash Gold and Quikcash classic (debit cards); HSBC Bank Malta VISA Electron (debit card)
  • 1.9 ' Connection ' / 'Mobile Number ' means the number (MSISDN) registered in the name of the Client and for which Client has entered into a written contract with Vodafone Malta Limited.

2. Vodafone Malta's Rights & Obligations

Vodafone Malta undertakes to:

  • 2.1 Send you electronic copies of your monthly bill after receiving the relevant information to process such a request.
  • 2.2 Send you electronic copies of your monthly bill l to the email address registered in the My Vodafone account.
  • 2.3 Disclaim insofar as legally possible responsibility for any loss or damage arising when placing the billing information on View My Bill and sending it by email to the Client on the email address provided by the Client himself/herself upon registration with My Vodafone.
  • 2.4 Provide the Client with a secure system which enables the Client to have his/her credit/debit card charged by amounts so authorised by the Client and receive contract value from Vodafone Malta via the System;
  • 2.5 Guarantee the security of the System as far as within its control;
  • 2.6 Take all reasonable steps and precautions to encrypt any information stored within its online systems provided at the point of its transmission to Vodafone Malta;
  • 2.7 Reserves the right to discontinue the availability of the Online Billing Service at Vodafone Malta 's discretion, in which case Client will be notified accordingly in advance.
  • 2.8 Vodafone Malta reserves the right to change the applicable Terms & Conditions of the Online Billing Service at any time, in which case Client will be notified accordingly in advance.
  • 2.9 Your contract with us shall be concluded in the English language

3. Client's Rights & Obligations

  • 3.1 The Client acknowledges that View My Bill is provided for information purposes only and is not intended to replace receipt of bills via electronic or normal mail;
  • 3.2 The Client acknowledges further that in order to make use of the Online Billing Service the Client shall: a. Click once on the following statement "Start sending me the itemised version of my monthly bill, by email" to start receiving electronic and itemised copies of his/her monthly Billing Invoice by email.
  • 3.3 Input in the System provided to him/her by Vodafone Malta, any information as may be requested by Vodafone Malta in respect of personal and/or credit/debit card details;
  • 3.4 Input into the System ONLY credit/debit card details which Client is legally authorised to use. In default of which, Client would be deemed to be abusing of the System and be in breach of these terms and conditions;
  • 3.5 To honour all payments originating and incurred through his/her usage of the online 'My Vodafone' account and consequential debiting his/her debit/credit card, details of which would have been previously inputted in the System;
  • 3.6 Indemnify and hold harmless Vodafone Malta for any losses suffered by Vodafone Malta in the event that Client is in material breach of any one or several of the terms and conditions contained herein;
  • 3.7 Not transfer and rights and/or obligations under these terms and conditions to any third party;
  • 3.8 To notify Vodafone immediately in writing of any changes to Client's personal details, including email and postal address, as given to Vodafone on registering with 'My Vodafone'.
  • 3.9 Client understands and accepts that he/she is hereby accepting responsibility for all requests for the Online Billing Service which originates from Client's Mobile Number through the 'My Vodafone' account and are transacted through the System, and that all balances resulting from such requests and ensuing transactions shall be due and payable by Client to Vodafone Malta.

4. Termination

  • 4.1 Vodafone Malta may terminate Client's registration to 'My Vodafone' by sending an email notification to the registered email address in the 'My Vodafone' account, for any reason, including but not limited to the misuse, abuse, fraudulent, negligent, erroneous or irresponsible use of the Service by the Client.
  • 4.2 Client may terminate the 'My Vodafone' registration or any one of the Online Billing Services by simply sending a notification by email to 247.mt@vodafone.com. Client acknowledges and accepts that unless and until such termination notice is duly acknowledged by Vodafone Malta, the Client will still be deemed to be bound by all the terms and conditions of this registration towards Vodafone Malta.

5. Selection of Service & Charges

  • 5.1 The Online Billing Service shall be used by the Client when Client logs into his/her online 'My Vodafone' account.
  • 5.2 Online Billing Service is currently free of charge. Provided that Vodafone Malta reserves the right to introduce a tariff/charge for such service in the future. Provided further that should such tariff/charge be introduced, Vodafone Malta binds itself to inform all Online Billing Service users of the introduction of such tariff/charge in advance.
  • 5.3 All transactions made via the System will be charged to the Client in Euros (€) or the currency of billing of the credit/debit card's issuing bank. All Euro voice tariffs are a conversion of the LM rate, using the central parity rate of €1 = Lm0.4293, and charged to 3 decimal places

6. Applicable Law

These terms and conditions are governed by Maltese Law, in particular by the Electronic Commerce Act and the Parties hereby submit themselves to the exclusive jurisdiction of the Maltese Courts.

7. Privacy

We hereby declare that the personal information that we may process shall only be used in connection with the purposes stated herein and in accordance with our Privacy Policy (which can be found in full on our website: www.vodafone.com.mt/privacypolicy or in any Vodafone store). For more information on how Vodafone collects, uses and shares personal information including your data protection rights please see our Privacy Policy. In case of queries please Contact Us ( on 247.mt@vodafone.com or by visiting any Vodafone store). or no longer necessary for retention purposes.

8. Abuse of Service

Client hereby understands and accepts that the misuse, abuse, unauthorised or fraudulent use of credit/debit cards in connection with this Service is a criminal offence which is punishable at law, and that Vodafone Malta reserves the right to immediately report such matters to the Police for further action to be taken thereon. This is without prejudice to all other applicable remedies at law or in virtue of these terms and conditions including the termination of Online Billing Service once there is reasonable suspicion of such fraudulent abuse to the System.

9. Severability

If any part of these terms and conditions shall be found by any court or arbitration panel of competent jurisdiction to be invalid or unenforceable the invalidity or unenforceability of such clauses shall not affect the other clauses of these terms and conditions and all clauses not affected by such invalidity or unenforceability shall remain in full force and effect. Vodafone Malta hereby undertakes to attempt to substitute for any invalid or unenforceable clause a valid or enforceable clause, which achieves to the greatest extent possible the economic, legal and commercial objectives of the invalid or unenforceable clause.

© v.2018.05

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Vodafone Secure E-Billing Service Terms and Conditions:

  • 1. Vodafone Malta Limited (hereinafter referred to as ‘Vodafone’) has developed a service whereby Customers may receive their monthly Invoices or Itemised Bills by downloading them securely through an email sent by Vodafone directly to the Customers (hereinafter referred to as ‘Secure E-Billing’).
  • 2. By using Secure E-Billing the Customer agrees to the following Terms and Conditions.
  • 3. For the purposes of these Terms and Conditions;
    • 3.1. ‘Customer’ means any person or company/entity who is an existing Vodafone customer and who is registered with the Vodafone network by means of a separate written contract for each Vodafone postpaid mobile connection or other postpaid service;
    • 3.2. ‘Invoice’ or ‘Itemised Bill’ means the invoice or itemised bill, which is calculated on the rates and charges of the postpaid price plan for the Service/s to which Customer is currently subscribed to by means of a written contract with Vodafone.
    • 3.3. ‘Service/s’ mean/s any postpaid Vodafone service which the Customer is subscribed to and registered in the name of the Customer and for which the Customer has entered into a written contract with Vodafone.
  • 4. Applying for Secure E-Billing:
    • 4.1. Single line Customers or multi line Customers receiving Invoices or Itemised Bills for every Service may opt-in for Secure E-Billing by either:
      • 4.1.1. Calling Customer Care on 247, visiting our retail outlets or calling our business sales representatives; or
      • 4.1.2. Logging in to our website and applying as indicated online by specifying the email on which they wish to receive the monthly Invoice or Itemised Bill.
    • 4.2. Multi line Customers receiving one (1) Invoice or Itemised Bill for multiple Services may opt-in for Secure E-Billing by either:
      • 4.2.1. Calling Customer Care on 247, visiting our retail outlets or calling our business sales representatives; or
      • 4.2.2. Logging in to our website and downloading an application form to be filled in and sent to Vodafone by post.
    • 4.3. Subscription through Customer Care or our retail outlets will be made on validation of the Customer’s password for his/her Vodafone account.
  • 5. The Customer’s rights and obligations.
    • 5.1. The Customer acknowledges that Secure E-Billing is intended to replace receipt of Invoices or Itemised Bills via electronic or normal mail. For this reason the Customer is accepting not to receive a paper invoice upon applying for Secure E-Billing.
    • 5.2. The Customer acknowledges further that in order to make use of Secure E-Billing the Customer agrees that:
      • 5.2.1. S/he shall settle all Invoices or Itemised Bills sent as due through Secure E-Billing as per the date specified in the same Invoices or Itemised Bills. Payment of the Services invoiced or billed through Secure E-Billing will be effected as per current agreement between the Customer and Vodafone;
      • 5.2.2. Once the Invoice or Itemised Bill is retrieved, it is the Customer’s responsibility to keep it in a safe place.
      • 5.2.3. It is the Customer’s responsibility to inform Vodafone of any change in his/her e-mail address;
      • 5.2.4. S/he indemnifies and holds Vodafone harmless for any losses suffered by Vodafone in the event that the Customer is in material breach of any one or several of these Terms and Conditions;
      • 5.2.5. S/he does not transfer any rights and/or obligations under these Terms and Conditions to any third party;
      • 5.2.6. S/he notifies Vodafone immediately in writing of any changes to the Customer’s personal details, including e-mail and postal address, as given to Vodafone on registering to a Vodafone Service;
      • 5.2.7. S/he is unable to download the Invoice or Itemised Bill from My Vodafone portal, after the lapse of six (6) months from the date of issue of the relative Invoice or Itemised Bill. Invoices or Itemised Bills which are older than six (6) months but not older than twelve (12) months may be requested directly by calling 247.
    • 5.3. Should the Customer disagree or dispute to any details of his/her Invoice or Itemised Bill, s/he is required to inform Vodafone within a period of six (6) months from the date of issue of the relative Invoice or Itemised Bill. Upon the lapse of this period and in the absence of any registered contestation with Vodafone, the respective Invoice or Itemised Bill will be considered undisputed and the amount thereon will be deemed as due by the Customer. At this point, no further contestation will be accepted from the Customer.
  • 6. Vodafone undertakes to:
    • 6.1. Send to the Customers electronic copies of their monthly Invoices or Itemised Bills after receiving the relevant information by the Customers to process such a request;
    • 6.2. Send to the Customers electronic copies of their monthly Invoices or Itemised Bills to the email address specified by the Customer. These copies are considered as delivered once the e-mail containing the Invoice or Itemised Bill is sent to the e-mail address provided by the Customer;
    • 6.3. Guarantee the security of Secure E-Billing service so authorised by the Customer as far as within its control. For this reason, Vodafone disclaims insofar as legally possible responsibility for any loss or damage arising when sending the Invoice or Itemised Bill by e-mail to the Customer on the e-mail address provided by the Customer himself/herself upon applying for Secure E-Billing;
    • 6.4. Take all reasonable steps and precautions to encrypt any information stored within its online systems provided at the point of its transmission to Vodafone.
  • 7. Secure E-Billing is free of charge. Vodafone reserves the right to introduce a tariff/charge for such service in the future and should such tariff/charge be introduced; Vodafone binds itself to inform all Secure E-Billing Clients of the said introduction in advance in accordance with applicable law.
  • 8. The Customer may terminate the Secure E-Billing application by calling Customer Care on 247, visiting our retail outlets or through our business sales representatives. The Customer acknowledges and accepts that unless and until such termination notice is duly acknowledged by Vodafone, the Customer will still be deemed to be bound by these Terms and Conditions.
  • 9. Vodafone declares that the personal information that we are collecting in this form shall only be used in connection with the purposes stated herein, “Services” and in accordance with our Privacy Policy (which can be found in full on our website: www.vodafone.com.mt/privacypolicy or in any Vodafone store), for more information on how Vodafone collects, uses and shares personal information including your data protection rights please see our Privacy Policy which can be found on www.vodafone.com.mt/privacypolicy. In case of queries please get in touch by contacting us on 247 or by visiting any Vodafone store.
  • 10. 10 All customers are advised to visit our website, call Customer Care on 247, send an email on customerservice.malta@vodafone.com, visit our retail outlets or contact our business sales representatives, to learn more about Secure E-Billing.
  • 11. Vodafone general postpaid Terms and Conditions and any other relevant Vodafone Terms and Conditions shall apply.
  • 12. Vodafone reserves the right to stop, suspend, amend or otherwise alter the Secure E-Billing service and these Terms and Conditions at any time in accordance with applicable law.

© v.18.04

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Usage SMS Alert

  • 1. Vodafone Malta Limited's ('We') pay monthly customers ('You') may now check Your usage by benefiting from Our new usage SMS Alert services, (the 'Usage SMS Alert')
  • 2. The Usage SMS Alert service shall be available to You as from the 2nd December 2010
  • 3. In order to be able to benefit from Our Usage SMS Alert service You must already be successfully subscribed to any one of Our Business Essentials or Starter, Unlimited or Smartphone tariff plans, (the 'Plan/s'), and You may avail yourself from the following 2 services.
    • 3.1. The Pull Service:-
      Send a blank SMS to 16290 anytime in any given month in order to check Your usage which shall correspond to Your specific Plan of choice. Upon sending the SMS, You shall immediately receive notification of Your remaining usage for that month for Your current Bundle/Add-On according to the specific Plan which You are subscribed to.
    •   AND
    • 3.2. The Push Service:-
      You shall also automatically receive SMS Alerts from Us whereby We shall draw Your attention upon reaching 80% usage of Your Voice Pack, Internet Pack or SMS Pack and We shall also send you another SMS alert upon reaching the maximum (100%) usage of Your Pack.
  • 4. Such SMS Alerts shall be sent to You as an indication of Your usage for that month. Usage shown is approximate at all times.
  • 5. The blank SMS sent in accordance with Term 3.1 above, shall be free of charge if sent locally . Should You send the blank SMS from abroad then You shall incur a charge according to the roaming network's rate, per SMS sent. The rates are available here . You shall not incur any charge for the SMS Alerts received.
  • 6. Should You opt to change Your Plan, subscribe to or remove extra Packs or make changes to your contract in any given month, this Usage SMS Alert service shall only be available to You as from the following month.
  • 7. You are hereby advised that the Usage SMS Alert will not work if You currently own a twin-SIM. Upon removal of the twin-SIM, the usage quoted on the SMS Alerts will be that used from the mother SIM. The usage made on the twin-SIM during the said month will not be reflected on the Usage SMS Alert.
  • 8. Upon sending the blank SMS in accordance with Term 3.1 above, You shall automatically be deemed to have accepted these terms and conditions.
  • 9. You are advised to call Our customer care on 247, visit Our website on vodafone.com.mt or visit any one of our retail outlets to learn more about this SMS Alerts service.
  • 10. Our Business Essentials terms and conditions, Our Consumer pay monthly plans terms and conditions, Our general pay monthly terms and conditions and any of Our other relevant terms and conditions shall also apply.
  • 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 referred to as 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 suspension and/or termination thereof.
  • 12. Should You disagree with the Modifications during the time-period stipulated in Term 11 above, You shall have the right to opt out of this service by informing Us of Your decision to this effect. Upon failure to do so, You shall be deemed as having accepted the Modifications.

v.1 © December 2010

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Vodafone SuperCare

Through Vodafone SuperCare we are promising transparency to our customers (‘you’).

  • 1. When you get in touch with us with a question or an issue, we guarantee to do our utmost to provide you with an immediate solution. For issues which may require some time to resolve, we will send you an SMS with a ticket number and a deadline by when we will get back to you. We promise total transparency by keeping you informed with the progress on the solution to the issue.
  • 2. We aim to keep you always at the forefront of our business and if we fail to deliver within the stipulated timeframe, you will be eligible for a SuperCare compensation should the solution not include any other form of compensation. You will be automatically eligible for a compensation once the ticket is closed.
  • 3. If you are an eligible pre-paid customer, you will be compensated by the end of business day on the day the solution is communicated, while if you are an eligible post-pay customer your compensation will be reflected in the following month’s invoice.
  • 4. We are more than happy to help with any new issues which may arise while a ticket is already open and for each ticket we shall communicate a date by when a solution should be expected independent of the first ticket.
  • 5. The Vodafone SuperCare compensation is available for customers subscribed to Vodafone pay-monthly, post-paid and internet consumer mobile tariff plans as well as Vodafone Fixed Internet & Telephone tariff plans. If you are a customer benefiting from a tailor-made tariff plan, a business tariff plan or if you are making use of our business solutions products, the benefits afforded in these respective plans and/or agreements will apply instead.
  • 6. The compensation will be offered as a value in services, at Vodafone’s discretion. The offered compensation may change from time to time, is not transferrable and cannot be exchanged in return for cash or any other products and/or services.
  • 7. Through Vodafone SuperCare we are acting out of good will as we believe that you deserve a standard of service like no other. We shall not be liable to any form of reimbursement over and above the offered compensation for solutions not delivered on time due to a delay from our end. If the missed timeline is attributable to a delay from your end, no compensation will be due.
  • 8. The Vodafone SuperCare compensation will be effective as from the 6th of February 2017.
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My Vodafone App

  • My Vodafone App is provided by Vodafone Malta Limited, SkyParks Business Centre, Malta International Airport, Luqa LQA4000, Malta (‘We’).
  • 1.Licence

    We grant you a non-exclusive, non-transferable licence to use My Vodafone App on one device that you own or control for personal non-commercial use only. There is no charge to you to either download or use this app.
  • 2. Your responsibilities

    You will need to check that My Vodafone App is compatible with your device prior to downloading.
  • 3. Exclusion of warranties and limitation of liability

    To the fullest extent permitted by applicable law, the app is provided to you “as is”, without support or maintenance. Neither we nor our licensors warrant that the app will meet your requirements or that the operation of the app will be uninterrupted or error free. To the extent permitted by law we and our licensors disclaim and exclude all warranties, representations, conditions and other terms of any kind, express or implied and whether arising by statute, common law or otherwise. In any event, our maximum liability and sole remedy to you is a refund of the price of the app (if any) at the time of your purchase. This clause does not affect your legal rights as a consumer.
  • 4. Your Information

    In using My Vodafone App, information relating to your Vodafone account, including tariff and billing data, will be cached and stored in encrypted form on your handset.. We will use your connection data to authenticate your user credentials and we may store such credentials on Vodafone systems for service configuration and service provision purposes. This information will not be accessed by Vodafone or any other party for any purpose.
  • 5. Notifications

    We use Push notifications via My Vodafone App to inform our customers about new products, services, pricing tariffs and promotions. By accepting the My Vodafone App terms and conditions you are giving us your consent to receive these Push notifications. However, because we understand that you do not wish to receive mobile app notifications all the time, you can follow the instructions provided by your browser or device (usually located under "Settings" or "Preferences") to modify your notification settings.
  • 6. Charging

    Access to My Vodafone App consumes internet and falls into the same category of data usage as accessing Facebook or Twitter and you will be charge for data usage unless you are using WiFi or consuming data from your internet package.
  • 7. We reserve the right to change these terms and conditions at any time without prior notice, and you agree to accept by the most recent version each time you log into My Vodafone App. In the event that any changes are made, the revised terms and conditions shall be accessible from My Vodafone App immediately. Please check the latest information posted herein to inform yourself of any changes.
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