Last Updated: May 2025

This Acceptable Use of Service Policy (AUSP) document including the following list of prohibited activities is an integral part of your service agreement with us. If you engage in any of the activities prohibited by this AUSP document, we may have to suspend or terminate your service and/or account. This AUSP (the "Policy") is designed to help protect us, our customers and the internet community in general from irresponsible use and illegal activities. The policy is a non - exclusive list of the prohibited actions. We reserve the right to modify the policy at any time, and it is the end user’s responsibility to stay current.

Prohibited Uses of du’s systems and services

Prohibited by the Government of the UAE

• Using your service to transmit, distribute or store any material (using email, uploading, posting, or otherwise) that infringes any copyright, trademark, patent, trade secret, or other proprietary rights of any third party, including but not limited to the unauthorized copying of copyrighted material, the digitization and distribution of music, video or photographs from magazines, books, or other copyrighted sources and the unauthorized transmittal of copyrighted software or any material deemed illegal in the UAE.
• Unauthorized attempts by a user to gain access to any account or computer resource not belonging to that user (e.g., “hacking”, "cracking").
• All technologies which allow bypassing the filtering mechanisms set up by the service provider to block access to certain internet content per UAE law is prohibited unless specifically authorized by the service provider or the Telecommunications and Digital Government Regulatory Authority (TDRA).
• Obtaining or attempting to obtain service by any means or device with intent to avoid payment.
• Knowingly engaging in any activities designed to cause a denial of service to any other user on any service provider's network.
• Using the service to harm, harass, degrade, or intimidate an individual or group of individuals on the basis of religion, gender, race, ethnicity, age, or detirmination.
• Using the service to make fraudulent offers to sell or buy products, items or services or to advance any financial scams like pyramid schemes, ponzi schemes and chain letters.
• Adding, removing or modifying identifying network header information in an effort to deceive or mislead.
• Using the service to access or to attempt to access the accounts of others, or to penetrate or attempt to penetrate security measures of any service provider or another entity's computer software or hardware, electronic communications systems or telecommunications systems, whether or not the intrusion results in the corruption or loss of data.
• Using the service to collect or attempt to collect personal information about third parties without their knowledge or consent.
• Using the service to harm minors in any way.
• Using the service to transmit, distribute or store any material which contains software viruses or any other computer code, files or programs designed or intended to disrupt, damage or limit the functioning of any software, hardware or telecommunications equipment or to damage or obtain unauthorized access to any data or other information of any third party or impersonating any person or entity.
• Participating in gambling, lottery or similar activities.

Prohibited by Telecommunications and Digital Government Regulatory Authority (TDRA) of the UAE

• Using the service to transmit any unsolicited electronic communications (including but not limited to emails, calls, SMS, etc..). Activities which have the effect of facilitating unsolicited electronic communications, whether or not these communications are commercial in nature.
• Running unconfirmed mailing lists. Subscribing email addresses to any mailing list without the express and verifiable permission of the email address owner is prohibited. All mailing lists run by the service provider’s customers must be of a closed-loop (i.e., "confirmed opt-in") type. The subscription confirmation message received from each address owner must be kept on file for the duration of the existence of the mailing list. Mass emails (from any domain hosted by the service provider) to lists of email addresses purchased from third parties or referencing any of its accounts.
• Advertising, transmitting or otherwise making available any software, program, product or service that is designed to violate this AUSP or the AUSP of any other service provider, including but not limited to the facilitation of the means to send unsolicited bulk email, initiation of pinging, flooding, mail-bombing and denial of service attacks.
• All services and technologies that allow the transmitting, receiving, delivering and routing of voice telecommunications by means of Internet Protocol (also known as VoIP), unless specifically authorized by the service provider or the Telecommunications and Digital Government Regulatory Authority (TDRA).

Our Stipulations

Using your service to interfere with other parties’ access to the internet or disrupting our network, this includes continual excessive use causing a loss of bandwidth availability to the rest of the system users.
Reselling our service without our authorisation, including sharing the service via a wired or wireless connection with computers or other devices not physically located at your address.

Your responsibilities

This includes information derived from your use of our networks, mobile, WiFi or other du or Virgin Mobile products and services, including:

• Consumer Plans allowances are strictly Intended for own personal use only.
• Don’t share account information.
• Don’t leave your username and password in the open.
• If you feel that your account has been compromised, change your username and password immediately.
• Don’t "save" usernames or passwords, enter them at each login.
• You are responsible for protecting your own equipment. Anti-virus software and personal firewalls are not required, but we encourage you to use them.
• You will be responsible for any misuse of our services from your account.
• You’re responsible for protecting your accounts and must take steps to ensure that others do not gain unauthorized access to your account or misuse our services.

Administrative discretion

Our administrators, staff, and executives have sole and final discretion over all aspects of our network, service, this AUSP, and any legal interpretations of it. We reserve the right to terminate any account or service without cause or prior notice.

Reselling our service without our authorisation, including sharing the service via a wired or wireless connection with computers or other devices not physically located at your address.

Violations and monitoring

We don’t intend to actively monitor the content of websites, e-mail, newsgroups or material created or accessible over our services, but we reserve the right to monitor such services or any services on or within our network.

Reporting violations and complaints

If you know of any violations or attempted violations, please email us at abuse@du.ae. When reporting anything to us, please include:

• The internet protocol address used to commit the alleged violation.
• The date, time and time zone of the violation.
• Evidence of the violation, including, if applicable, full headers from emails, firewall logs, traffic dumps or information pertaining to the events in question. Please do not send this material as an attachment, include it in the body of the email text.
• Don’t send excerpts of a message; sending the entire message with full headers helps prevent misunderstandings based on incomplete information or information taken out of context.

Enterprise Customer Responsibility for their Users

All our business customers are responsible for the activities of their users, and by accepting our service, agree to ensure that their users abide by this policy. Any complaints about end-users of a business customer will be forwarded to their Account Manager. If our AUSP has been violated, we reserve the right to terminate services or act to stop the offending user from violating our AUSP as we deem appropriate, with or without notice.

General terms

• The Services are not used for anything unlawful, immoral or improper;
• The Services are not used to make offensive or nuisance communications in whatever form, or to make or receive reverse charge calls;
• The Services are only used with devices approved for use with the Services and all relevant laws and rules are followed;
• The Services are not used to send, receive, upload, download or otherwise facilitate any material which is offensive, indecent, defamatory, of a menacing nature, a nuisance, a breach of privacy, an infringement of copyright or any other intellectual property right or otherwise unlawful;
• The Services are not used to access or use material in a way that infringes the rights of others;
• The Services are not used otherwise than in accordance with our and any other networks’ policies for acceptable use, and (if appropriate) any relevant internet standards;
• You give us information we reasonably ask for;
• All reasonable instructions we give you are followed;
• You comply with any fair use policy applicable to your use of the Services and if you are in breach of that policy you comply with any reasonable instructions that we issue to you to enable you to remedy that breach and to continue to use the Services;
• You must not operate, whether directly or through a third party, any device to route or re-route voice, data or other Services on, from or to the du network, including but not limited to:

i) a GSM Gateway, commonly known as a ‘SIM box’;

ii) illegal repeaters (a device to boost coverage which is unlicensed and used without our express prior written consent);

• You must not sell or attempt to sell or otherwise provide commercial services using our Services to any third party without our express prior written consent;
• You, or anyone who uses your eSIM Card, must not damage the du network or put the du network or the integrity of the Mobile Data Services at risk, or abuse or threaten our staff; and
• du does not monitor access to age restricted services. If any user of the Services is under the relevant age permitted to access certain services, it is the responsibility of the parent to ensure that relevant protocols are installed on relevant devices to prevent access