Last Updated: May 2025

1. Definitions

In these terms of service, a reference to “we”, “our” or “us” means ”du”, and a reference to “you” or “your” means the person which purchased a Plan from our website.

Activation (and Activated) means registering your eSIM onto a mobile network for the first time for a Plan, or Plans, purchased for the country in which Activation occurs;

Compatible Mobile Device means a device which can register onto a mobile data network and use the Mobile Data service without a physical subscriber identification module, a list of which is available at on our website (and may be amended by us without notice from time to time)

Competent Authority means any person or entity with relevant statutory jurisdiction over you, us, or the Mobile Data service;

Consumer means a natural person entering into this agreement and/or using the Mobile Data services outside their business, trade or profession;

eSIM means the profile supplied by Supplier for the purposes of using Mobile Data services on a Compatible Mobile Device (including compatible tablets and laptops);

Mobile Data means GPRS, 3G, HSDPA, LTE, LTE+ and 5G mobile carrier network access providing access to the internet through the receipt and transmission of electromagnetic energy over paths that are not provided by any material substance constructed or arranged for the purpose of conveying electromagnetic energy; and

Plan means the Mobile Data package you purchased from us via our website;

Virus means any manipulating program which modifies other programs and/or replicates itself, or any malicious code or agent introduced to a system for the purposes of spying or causing harm.

2. Plans

You have the right to cancel your Plan, providing you do so within fourteen (14) days of purchase and have not Activated your Plan or Plans.

All our Plans come with a pre-loaded data allowance that lasts for the term specified when purchased, starting from Activation until the included data allowance is used or the term expires. If your Plan expires before any or all the included data allowance is used, you will lose the remaining balance of any included data allowance.

Any Plans which are not Activated within six (6) months of purchase shall expire without any refund to you. Any eSIM which is not used within six (6) months of allocation may be cancelled and you may be required to load a new eSIM to your device(s) prior to Activation of a Plan or Plans.

You may purchase additional inclusive allowances from our website (subject to availability) by purchasing new Plans, at the prevailing rate in force at the time. We do not warrant that any particular Plan will be available, nor guarantee any prices in the future.

We will use reasonable endeavours to let you know by e-mail and an SMS (to your eSIM) when you have used certain percentages of your Plan, and when the Plan is exhausted.  Once the Plan is exhausted, you may need to use WiFi or alternative means of accessing our website to purchase an additional Plan if you need one as Mobile Data connectivity from your device shall cease to work until a new Plan is Activated.

Any inclusive data allowance you have is for use when in the countries specified at the time you purchased your Plan.

3. Using our Mobile Data service

You may only use our Mobile Data service for your own personal use during short-term travel away from your normal country of residence. You must only use the Mobile Data service in accordance with our Acceptable Use Policy and may not use it for more than sixty (60) consecutive days in any one country.

Our Plans are a Mobile Data service only and do not support voice calling or access to the emergency services.

The Mobile Data service depends on coverage from our in-country network partners which is not guaranteed nor is the Mobile Data service itself guaranteed to be fault-free or free from interruptions. Factors such as (but not limited to) atmospheric conditions, population density, usage of the network by others, terrain, distance from the nearest cellular tower(s), position within a building all affect the quality of the Mobile Data service.

All your usage of the Mobile Data service will be debited from your inclusive data allowance, regardless of how that allowance was consumed (which, for the avoidance of doubt, includes any usage caused by a Virus). You are strongly advised to keep your device secure (for example, but not limited to, preventing accidental or malicious pairing), your Du account credentials secure, and deactivate downloads or streaming services on devices with a Plan except for over WiFi.

We, or our partners, may take steps to protect the integrity of the Mobile Data service from time to time, by applying traffic management controls the details of which shall be available on our website and amended by us (without notice) from time to time.

4. These Terms

We may vary this agreement at any time if any law or regulation requires us to. Also, we may change this agreement at any time and for any other reason. We will give you written notice if this applies.

5. Our Liability to You

We will not be legally responsible to you under this agreement unless UAE law states otherwise.

If UAE law states that we are responsible to you for a claim, we will not pay you more than AED1,000 for any claim or more than AED3,000 for all claims within any 12-month period.

We will not be legally responsible to you or any other user for any loss of business, revenue, profits or savings, data loss or corruption, or any other indirect loss or damage.

Also, we will not be legally responsible to you or other users if our network or your services become temporarily unavailable, for any faults, malfunctions or delays in any way related to the performance of the network, for any products or services you use with the services which you have not bought from us, or for failure to provide a service if this is outside of our control.

This clause will continue to apply to our relationship with you after this agreement ends.

6. Suspension of the Mobile Data service

If any of the following applies, we may suspend or cancel your services, terminate this agreement and stop any of your equipment from using the network:

a) You do not keep to this agreement.
b) We are instructed to do so by any government authority, or we must do so by law.
c) We believe you are using the services or equipment in a way which is not allowed under this agreement.
d) We suspect fraud or illegal activity associated with your services, SIM card, number or equipment, or we suspect unauthorized traffic.
e) You tell us you have lost your equipment or it has been stolen.
f) You become bankrupt or insolvent or go into liquidation.
g) We believe you are doing something which might damage our network or the services we provide to other users.
h) This is necessary for us to be able to maintain, make changes to and test our network, or there is a technical failure of the network.
If we do this, we will not give you any notice.

If we are permanently unable to provide any of our services to you, for any reason, we will give you 30 days' written notice before we end any affected service.

If we suspend or cancel the services because of something you have done or failed to do, you must pay all our reasonable costs and expenses which are a result of this.

You must continue to pay any charges during any period of suspension.

7. Your Right to Terminate this Agreement

You may terminate this agreement at any time, such notice of termination shall come into effect on the last day of the validity period of any Plans you have purchased. Termination does not give rise to any right for a credit for unused allowances (save where terminated in accordance with point 4 of this agreement).

8. Our Right to Terminate this Agreement

We can terminate this agreement immediately (without any refund owing to you), if any of the following happen:

You break an important condition of this agreement or a number of less important conditions;

We are required to do so by law or a decision of a Competent Authority; or

You break a less important condition of this agreement and do not put it right within seven (7) days of us asking you to; or

 We can terminate this agreement immediately, and shall, within a reasonable timeframe, refund to you any Plan or Plans which are not Activated in full, or a reasonable pro-rata amount for any Plan or Plans which are Activated but neither expired nor fully used when:

We are required to do so by law of a decision of a Competent Authority and that law of Competent Authority requires us to give you a refund; or

We are unable to provide the Mobile Data service in the country or countries specified for a given Plan or Plans.

9. General

You need to get our explicit consent before You can transfer or try to transfer any of your rights and responsibilities under this agreement. We may transfer any of ours without your permission, provided the level of service you currently experience is not materially reduced as a result.

We can record any conversations between you and our staff (including retaining any live text chats).

We may send notices to either your postal address, your online account, your email address or we may also send you ‘over the air’ updates to devices which may make some minor adjustments to the functionality or display on those devices. You’ll need to accept these changes which may include doing anything reasonable we request; a failure to do so may mean the Mobile Data service is inoperable.

You must keep us informed of any changes to your postal address or email address. We are not responsible for messages or notices that don’t get to you because of a change of your postal or e-mail address, a fault with your e-mail address and/or provider, or because your devices are misconfigured or turned off.

Unless otherwise stated in this agreement, any notices from you to us must be sent to: Emirates Integrated Telecommunications Company, PJSC, Building Number 2, Dubai Hills Business Park, PO Box 502666, Dubai, United Arab Emirates .Any concession or extra time that we allow you only applies to the specific circumstances in which we give it. It does not affect our rights under this agreement in any other way.

This agreement is governed by the federal Laws of the United Arab Emirates and the Laws of the Emirate of Dubai.

If a point or condition of this agreement is not legally effective, the remainder of this agreement shall be effective. We can replace any point or condition that is not legally effective with a point or condition of similar meaning that is.

This agreement is the whole agreement between you and us. Any other information that you may have seen or heard before you entered into this agreement isn’t included.

Circumstances outside our control We will not be responsible for any circumstances outside our control. You are responsible for all charges during circumstances outside our control. We will do all we can to reduce the effect of any circumstances outside our control.

We may subcontract any of our responsibilities under this agreement, but we will still be responsible for the services we provide to you.

10. Your Information

You confirm that the information that you provide to us, including your registration details, is true, accurate and complete. You agree to inform us immediately of any changes to your details by contacting our customer services as set out below.

We will use your personal information in accordance with the terms of this agreement and our privacy policy  which you can find on our website.

We will use your personal information for providing the Mobile Data service, administration of your Account and billing, advertising, marketing, research, analytics, credit scoring, customer services, tracking the devices you are using on our network and web use and profiling your preferences. We will disclose your information to our service providers and agents to help us with these purposes. We will keep your information for a reasonable period after your contract with us has finished in case you decide to use our services again and may contact you about your services during this time.

You agree that we and our carefully selected business partners can use information about you, including information about your use of our network, Mobile Data service and related products and the location of the devices you are using on our network, to tell you about products, services or promotions offered by us and third parties that may be of interest to you and for research and analytics purposes. We may contact you by post, fax, email, telephone, electronic messaging (including but not limited to SMS and MMS) or online or via any other interactive media. If you would prefer not to receive direct marketing communications from us, simply let us know by clicking the unsubscribe link in the email and we will stop sending them to you. Please see our privacy policy  on our website for further details. If you will be permitting someone else to us the Mobile Data services then you agree that you have told that person how we will use their information and obtained their consent to this.

In the event of a personal data security breach that affects you, we will notify the relevant authorities, and if appropriate, we will notify the subscriber or user of our Mobile Data service who is affected by the breach in writing. A personal data security breach that affects you (or the subscriber/user) does not give you the right to terminate this agreement.

We may transfer your personal information to countries outside of the UAE, which do not always provide the same level of data protection as the UAE, for the purposes of providing you with our Services. If we do make such a transfer, we will put a contract in place with our service providers including security obligations on them to ensure your information is protected in accordance with UAE standards.

We will carry out any activity or disclosure of your personal information to comply with our legal and regulatory requirements, for law enforcement purposes and to detect, prevent or investigate crime, fraud and misuse of or damage to our network or Mobile Data services.

If you have any questions or require help or support you can contact us via our website.