Who are we? Qmobile is a brand of SYC group communications & holdings ltd, whose mailing address is: 15 Ma’ale HaAshlim, Mikhmoret.
Ways to contact us: Customer service hotline: 072-2131202. Email: [email protected] ; WhatsApp: 050-3032173.
Chapter 1 – Introduction and General Definitions
1.1 Welcome to Qmobile services
Thank you for choosing to join Qmobile services. We provide, among other things, cellular and internet browsing services, based on the use of a SIM card. This document details the terms that apply to the engagement between you and Qmobile and is an integral part of your service agreement. The document includes important legal information and terms. Please read it carefully as the use of the services constitutes confirmation that you have read, understand, and agree to all the terms detailed in this document and its accompanying documents. If you do not agree to certain terms in this document, you must notify us of the termination of our engagement, otherwise, you will be charged for the services you consume.
1.2 What does the engagement agreement between you and Qmobile include?
The agreement between you and Qmobile includes the following documents cumulatively:
- The general terms and conditions document (this document).
- The details of the specific plan you chose.
- Additional forms or agreements that you approved or signed.
- Any additional document mentioned or attached to the agreement.
All the documents listed above will be collectively referred to as the “engagement agreement,” and the definition will apply to you even if you signed only part of the documents listed above and will include those documents you approved and/or read. If there is a contradiction between the terms of this document and another document, the terms of this document will prevail.
1.3 Applicable Law and Your Commitment.
The engagement is subject to Israeli law and the license and permits under which Qmobile operates. By approving the document and using the service, you are considered to have agreed to the terms detailed in it. The general terms are an integral part of your commitment to pay for the services.
1.4 Paid Services
Only Services that do not involve payment will be explicitly stated. All other services are provided for a fee, according to the company’s rates as updated from time to time and will be brought to your attention within a reasonable time before their update.
Chapter 2 – Joining the Service and Activating the SIM
2.1 What do you get from Qmobile?
Upon joining the service, you will receive:
- A personal phone number.
- A SIM card for use in your device.
- Access to cellular and internet browsing services within the State of Israel.
These services are provided for a fee for the engagement period as defined in the agreement or the plan you chose. Note: The responsibility to cancel a service you do not use or that your device does not support is solely yours. If the service is activated through a dedicated application, stopping its use or deleting it from the device does not stop the service. You must contact our customer service and request the termination of the service or stop it through our website, if possible.
2.2 Conditions for Using the SIM
The SIM is provided to you on loan only. Its cost is 39 NIS, and it remains the property of Qmobile. At the end of the engagement period, you must return the SIM to Qmobile, otherwise, you will be charged for the cost of the SIM. It can only be used in compatible devices that support the SIM we operate. Qmobile may prevent the transfer of the SIM to another device without prior approval and reinstallation. The SIM may not be transferred to others, even if the device is used by them. Such use constitutes a breach of the agreement. Use of the SIM is considered use of the device in which it is installed – even if done by another person, or in case of theft, loss, or second-hand purchase. It is not possible to port the number you received from us. Qmobile is a private marketer of cellular packages and is not subject to portability laws. Therefore, when moving from Qmobile to another company, you will not be able to keep the number assigned to you by Qmobile, and it will remain in the possession of Qmobile.
2.3 Technological Limitations
Qmobile does not commit to keeping a specific phone number for you unless explicitly agreed otherwise. For technical or regulatory reasons, your number may be changed. Any such change will be made according to technological possibilities and relevant law.
Chapter 3 – Services, Packages, and Rates
3.1 Services provided by Qmobile
You may use Qmobile services (including calls, messages, browsing, and more) subject to your service agreement. Qmobile reserves the right to add or remove services from time to time, provided reasonable notice is given in advance. Qmobile may terminate services provided free of charge if they are unused for three consecutive months.
3.2 Reception, network availability, infrastructure, and responsibilities
Qmobile relies on various cellular operators (both domestically and internationally), so not all services are available everywhere. Qmobile cannot guarantee full coverage or reception quality everywhere, and there may be regions or locations without service or with disruptions. Coverage areas are not controlled by Qmobile but rather by the operators and are impacted by various factors (antenna locations, terrain, weather, high user density in specific areas, malfunctions, force majeure, etc.) which cannot be predetermined for every coverage area.
If you notify us of recurring reception issues in a specific location, we will inform the operator about this. Services are subject to the technology available on your device and the existing infrastructure. It is recommended to pre-check the technological compatibility of your device with different operators (e.g., support for video calls or browsing abroad).
Even if reception is weak or intermittent, your obligation to pay for the services continues.
Qmobile depends on different cellular operators (domestically and globally), so not all services are available everywhere.
3.3 Packages and browsing
You may switch between various packages or plans, subject to limitations:
The company reserves the right to offer upgrade packages from time to time.
Upgrades may involve additional charges.
Not all benefits or conditions from the previous package will be transferred to the new package. Double benefits are not valid unless explicitly stated otherwise. If multiple benefits are provided, the lower benefit amongst them will apply.
3.4 Usage Restrictions
Unused balances of minutes, messages, or browsing volume cannot be carried over to the next month unless otherwise specified.
Separate charges may apply for specific services such as service blocking, changing the default operator, using video calls on other networks, splitting SMS messages, and more. Charges are calculated based on measurement units which may vary (for example: allocated minutes, fragmented messages). Changes in units may occur due to operator changes, roaming, technology improvements, or any other reason requiring such adjustments.
Chapter 4 – Payments, Charges, and Payment Methods
4.1 Payment Obligation
You must pay the monthly invoices on the specified due date. Failure to pay on time may result in collection actions, including SMS notifications, phone calls, letters, and emails. Additionally, interest, linkage differentials, and collection expenses may be imposed by law. Non-payment of your bill will result in line disconnection and service termination.
4.2 Payment Methods
Payment will be made by credit card only or by any other means subject to written approval by Qmobile only. It is mandatory to ensure that the card is valid, operational, and has sufficient credit. If the card is canceled, changed, or not approved, you must immediately update Qmobile with alternative payment details. The card you provided will be used as a mean of charging for all payments, including payments remaining after the termination of the contract and payment for goods or equipment you purchase, if you purchase, through us.
4.3 Deposit
Qmobile may require you to deposit a security deposit, especially if:
- Collection issues have been discovered in the past.
- There has been a change in your credit ability.
- Or for any other reason related to payment risk.
If you do not comply with the terms of the agreement, Qmobile may forfeit the deposit or part of it, after sending you prior written notice. If Qmobile uses the deposit or part of it, you will be required to replenish the deposit to the amount determined by us. If you do not do so, we may have to stop providing you with the services. After the termination of the contract and covering all your obligations, the deposit will be returned to you.
4.4 Debt Limit
Qmobile may limit the amount of debt you can accumulate. If you exceed the limit, your services may be restricted or terminated. In any case, we will notify you of this reasonably in advance.
4.5 Variable Rates
Qmobile may change the rates from time to time in accordance with the law. There may be rate updates due to:
- Regulatory changes
- Government decisions
- Rate changes by other operators
- Or for any other commercial reason.
Any such change will apply under the predetermined conditions. Notice of a change in the rate of your plan will be sent to you in advance in one of the ways mentioned above.
4.6 Purchases from Third Parties
If you make purchases of products or services from third parties through your Qmobile account (e.g., applications, goods, equipment, or content), you will be considered to have agreed to their price and terms. The responsibility to check the price and terms lies solely with you. These charges may be billed as part of your account with Qmobile, even if the service is provided by another supplier. Qmobile will not be responsible for purchases and transactions you make with other suppliers, even if the payment is made through your Qmobile account. Any claim and/or complaint and/or lawsuit regarding this should be directed to the supplier from whom you purchased the equipment and/or goods and/or content.
Chapter 5 – Privacy, Security, and Use of Personal Information
5.1 Privacy Protection
Qmobile is committed to protecting your privacy and operates according to legal provisions. The information you provide us – including identification details, payment methods, contact information, usage history, and more – will be stored in a secure database according to the law.
5.2 Purposes of Information Use
The information collected may be used by Qmobile for various purposes, including:
- Provision, ongoing operation, and improvement of the services we provide to you.
- Billing and collection.
- Customer service.
- Direct or personalized marketing (subject to your consent).
- Statistical analysis, surveys, and service improvement.
- User identification and identity verification.
- Fraud prevention, security breaches, and unauthorized use.
5.3 Transfer of Information to Third Parties
Qmobile may transfer your personal information to the following entities, as necessary:
- Authorized authorities according to the law (such as police, court).
- Subsidiaries, parent companies, and companies in the Qmobile group.
- Service providers operating infrastructures or services for Qmobile.
- Entities with which Qmobile has commercial partnerships.
- Entities handling collection or legal proceedings.
5.4 Use of Personal Identifiers and Passwords
When using the services, you will be required to identify yourself using personal identifiers (e.g., passport number, personal code, username, or password). You are responsible for maintaining the confidentiality of your password and personal details. Any use of these details will be considered as done by you, even if done without your permission – unless you immediately report loss or theft.
5.5 Calls, Messages, and Content
Qmobile may document and record service calls for purposes such as monitoring, service improvement, error prevention, and compliance with legal requirements. Any email sent from you will bear your address and be identified by the system. Phone calls, SMS, and MMS messages will be identified by your number even if you tried to block its display, unless otherwise specified.
5.6 Direct Marketing
Qmobile or its representatives may send you marketing messages via SMS, email, WhatsApp, or any other communication means. You can request to remove yourself from the distribution list at any time by contacting our customer service center or through our website. Note: Service messages, system alerts, and charges will not be considered advertisements, even if you did not give consent.
Chapter 6 – Usage Restrictions and Service Termination
6.1 Prohibited Usage and Violations
It is prohibited to use Qmobile services for unlawful purposes, such as:
- Any illegal purpose.
- Violation of privacy, network disruption, causing damage, or harassment.
- Commercial use of the service that does not comply with your agreement with Qmobile.
- Installing the SIM or using it in unauthorized devices not approved by Qmobile.
- Allowing others to use your services unless otherwise agreed in advance (e.g., family member, employee) and only for occasional non-commercial use.
6.2 Service Termination at Your Initiative
You can temporarily or permanently terminate the service by submitting an orderly request to Qmobile – through our website, customer service center, or email.
- The service termination will take effect within one business day from the date the request is received and will not be retroactive.
- You must provide Qmobile with full identification details: phone number, passport number, payment details, etc.
- Upon service termination, you will be charged until the actual date the service is ceased. The company will not terminate the service without prior notification from the customer, and the customer cannot claim a refund if they did not request service termination.
- Termination does not exempt you from paying all accumulated charges until that point. Payments remaining as part of an existing commitment (e.g., a plan with a time commitment, payments for goods or equipment purchases) will continue to apply to you.
- If you do not request service renewal within the suspension period – the service will be entirely canceled.
- Following your notification of contract termination, you must return the SIM to Qmobile as instructed during the termination call or in written communication. Failure to return the SIM may result in a charge for its cost.
6.3 Service Suspension or Disconnection Initiated by Qmobile
Qmobile reserves the right to suspend or disconnect your services, including in the following cases:
- Material breach of contract terms (e.g., non-payment).
- Failure to fulfill your commitments to us under the contract agreement in all its parts.
- Suspicion of prohibited or unlawful use.
- Security, regulatory, or technical reasons.
- Unpaid debt after three reminders.
- Multiple instances of non-payment within 12 months.
- Extended period of inactivity (e.g., no calls made for three months).
- Initiation of bankruptcy or liquidation proceedings against you.
- Suspicion of unreasonable use of calls and messages or for any other reason determined by the company, with prior notice of 14 days.
- Termination of the company’s license or operations.
- Initiation of insolvency or liquidation proceedings against you.
- Death, inheritance order, or estate dissolution order.
- Any circumstances preventing the continuation of service provision, at reasonable discretion.
6.4 Renewing Suspended Services
You may request to renew suspended services if the request is made no later than one workday before the end of the suspension period.
- If renewal is requested after the suspension period ends and the connection was completely canceled, the service will be renewed under the terms valid at the time of renewal, even if they differ from previous conditions.
- In case of disconnection, reconnection will only be allowed after settling the debt or meeting Qmobile’s requirements. For example, a possible requirement may include a deposit payment.
- Qmobile may require new conditions for reconnection that were not included in your original agreement.
- Reconnection will be subject to conditions as they exist at Qmobile at the time of reconnection and not as they were at the time of disconnection if conditions change during the disconnection period.
6.5 How to Request Contract Termination
The request must be submitted in writing or through the customer service center, Qmobile website, or email.
- The following details must be provided: name, passport, phone number, payment method, and requested contract termination date.
Chapter 7 – Duration of Engagement, Cancellations, and Consumer Rights
7.1 Duration of Engagement
The engagement with Qmobile will begin upon completion of the joining process and will continue until you request to terminate it or until it is terminated according to the conditions. A temporary suspension of the service (e.g., during a vacation) can be made for a period of 30 to 90 days. The suspension of one service may also affect other related services.
7.2 Cancellation of Transaction – Consumer Rights
7.2.1 Cancellation of Remote Sale Transaction
If you purchased the services via phone, internet, or other communication means – you can cancel the transaction within 14 days from the date of engagement or from the date of receiving the documents (whichever is later). If the services have already started to be provided – you can cancel the transaction with a proportional deduction for the service already provided.
7.2.2 Cancellation of Goods Purchase
In the case of purchasing goods – you can cancel the transaction within 14 days from the date of receiving the goods or the document confirming the purchase, whichever is later. You will be required to return the product to Qmobile, and the amount you paid will be refunded, minus cancellation fees according to the law (5% or up to 100 NIS, whichever is lower), unless the cancellation is due to a defect or non-conformity.
Chapter 8 – Internet Browsing
8.1 Internet Browsing
The browsing speed depends on factors such as coverage, device type, network load, and the local infrastructure provider. These factors are beyond Qmobile’s control, and it will not be held responsible for them. Qmobile may slow down your browsing speed at its initiative if:
- The usage exceeds the reasonable average.
- There is network congestion.
- Or regulation is required for network security purposes. The browsing speed is not guaranteed in advance.
8.2 Information Security Responsibility
Qmobile provides network protection measures, but the responsibility for protecting your device and personal data lies with you. You must use appropriate protection measures: antivirus, firewall, data encryption, and more. Granting access to websites or applications may expose your details – this is solely your responsibility.
8.3 Use of Internet Sharing (Hotspot)
When sharing your internet connection from your device with others, the system may identify the users as if they are you. Content displayed on certain websites and applications may be affected by this identity. Therefore, it is recommended to use a private and secure internet connection and be cautious when sharing the connection with others.
Chapter 9 – Important Conditions to Know
9.1 Identification
To identify you, please include your name, ID number, mobile number, and the last 6 digits of your payment method or your Qmobile network identification password, if available, in your request.
9.2 Rights Reservation
Even if we have waived our rights in a specific case or given you an extension, we are not obligated to waive our rights again or give you an extension in other cases. We reserve our rights according to the agreement and by law.
9.3 Assignment of Rights
Qmobile may assign the agreement and any rights under it to a third party, including the right to collect money from you under this agreement. In such a case, all your registered details will be transferred to the entity to which we assigned the agreement. You are not allowed to assign your rights under this agreement – this provision is essential.
9.4 Law and Evidence The laws of the State of Israel will apply to this agreement. The records in Qmobile’s books will constitute prima facie evidence of the correctness of the content.