Terms and Conditions for Wireless Internet Service

The following terms and conditions apply to all "GO" products and services, in addition to the general terms and conditions of "GO," which can be accessed on the "GO" website at www.go.com.sa . A printed copy of these terms and conditions is also available at any "GO" distribution outlet. Please note that none of the terms and conditions listed below shall limit or diminish the customer's rights under the general terms and conditions of "GO" or under any applicable regulations. By accepting the service(s) provided by "GO" Telecom, the customer agrees to the terms and conditions specified in the service request form, which are governed by the CST regulations for fixed services providers.

1. Activation

The Customer shall be held responsible for the validity of all data and information provided on the application form and The Company has the right to exchange the credit data of the customer with other credit centers such as (SIMAH). The Customer acknowledges its consent to provide (GO) company with any information that it requires for the establishing and/or auditing and/or administering Customer’s accounts therewith and hereby authorizes (GO) to obtain and collect all information pertaining to Customer or to its accounts or latter facilities as (GO) deems necessary or needed, from the Saudi Credit Bureau (SIMAH).  Moreover, Customer undertakes to disclose and share all information with (SIMAH) or with any other agency approved by the Saudi Arabian Monetary Agency (SAMA). The Customer hereby acknowledges that GO shall have the right to share the Customer’s data with GO’s related companies for the purpose of marketing activities in respect of products and services of GO and/or its related companies from time to time, as GO deems fit, provided always that GO and its related companies shall observe the applicable confidentiality obligations as imposed by law or contract and shall abide by the same strictly.  After GO’s acceptance of the Customer application for “Wireless Internet ” service, GO will provide the Customer with a service router. The Customer subscription period shall begin from the moment the Customer Equipment is activated by GO, and the Customer will be notified by a confirmation email/SMS once the service is activated.

2. GO Wireless Internet Service

GO shall provide all packages at customers site at the required speed for each package according to the technological and technical capabilities at customers site and network resources, considering that the service depends on another service provider. This service and device provided is locked to GO SIM cards and STC Network. The devices provided under this service shall be locked to one GO SIM card (SIM-LOCK) and customer is not allowed to remove the SIM card and use it in any other device. In the event of service cancellation or subscription termination, the customer's device will not function as it is designed to work only with GO services. This service is for the use of only one specified residential place; the customer shall not have the right to share this service with other users nor to use it for any commercial purposes. Technical causes may occur prevents the Company from providing the service in the Customer’s location as specified in the contract; in such cases the Customer shall not be entitled to any compensation except in cases of prepaid subscriptions since for those the Company commits to refund the subscription fee in full to the Customer.
A free two-day trial will start on the Service activation date. During this time, the Customer can cancel without penalty if the modem is returned in like-new condition per the return policy. If the modem isn't returned in this condition, it won't be accepted, and the security deposit won't be refunded. If no cancellation is requested within the trial period, the Service will continue for the Subscription Period.
In addition, the average minimum download speed for the package is 70% of the download speed that is specified in the service contract.

3. Commitment Term

Subscription to the prepaid "GO" Wireless Internet service will be based on a variable period depending on the package chosen by the subscriber, as explained in this contract between "GO" and the subscriber. The contract will be renewed after the end of the basic subscription period when the GO subscriber pays the renewal fee.

The subscription to the postpaid "GO" Wireless Internet service will extend for a period of 12 Gregorian months for 4G services and 24 Gregorian months for 5G services, starting from the service activation date, and will be automatically renewed monthly.

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4. Default and Partial Payment(s)

Postpaid Subscriptions: The billing cycle for all services/bundles shall be one Gregorian month. The subscription period starts from the moment GO assigns the subscriber an account number and subsequently activates the service/bundle. Invoices shall be issued in Arabic and/or English, in PDF and/or HTML format, and will be dispatched by email only as a summary. Detailed service/bundle usage will be made available for review through the customer self-care website. Past invoices will be available for up to the last 12 months only. The customer shall commit to paying the bills for the provided service within the period specified on the bills. In the event of the customer’s failure to settle the service bills, the company shall be entitled to disconnect the service and exchange the customer's credit information with the Saudi Credit Bureau (SIMAH), without prejudice to its right to claim its dues from the customer by all available means.

For 4G Services: A refundable security deposit of SR 300, including VAT, will be required to activate the postpaid service. The amount will be refunded during the commitment period.

For 5G Services: A refundable deposit equivalent to one month's subscription fees will be required to activate the service.

For Postpaid: Bills will be issued on the 1st of every month.

5. Customer Device Specifics:

If the customer device fails to function due to a manufacturing defect during the first two years of the subscription period (warranty period), it will be replaced free of charge. However, if the customer device, initially supplied to the customer in working order, later ceases to work for any reason (e.g., tampering, dismantling, damage, or loss), the customer shall be liable to pay device replacement fees of SR 345 for a 4G device and SR 1150 for a 5G device VAT inclusive.

The customer shall undertake not to abuse or misuse the services in any way contrary to GO’s terms and conditions, in any way that may affect other GO customers, breach regulations or general morals, or for any purpose other than that for which they have been designed. In such cases, GO reserves the right to take any and all necessary procedures, including, without limitation, legal action, suspending, or terminating the service. The customer hereby undertakes to use the services only through the device approved by GO.

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6. Service Termination

4G Postpaid Subscriptions: If the Customer wishes to terminate the Service/Package before the end of the minimum contractual period (early termination), the customer must bear the termination fee by paying the device fee, which is equal to SR 300 including the VAT (security deposit fess). 5G Postpaid Subscriptions: If the Customer wishes to terminate the Service/Package before the end of the minimum contractual period (early termination), the customer must bear the termination fee by paying 115 fee for each remaining month of commitment.

If the service provider fails to meet the approved quality of service standards, the following procedures will apply to compensate for the resulting damage:

For Postpaid Customers: The outstanding amount will be waived.

For Prepaid Customers: The paid amount will be refunded.

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7. Complaints Handling Procedures

- Customer can raise complaint by mobile app, website, social media channels or calling 17777.

- The ticket will be processed within 54 hours.

- Customer will receive SMS notification upon opening/closing his/her ticket.

8. General Terms and Conditions

These terms and conditions shall apply at all times, regardless of the customer’s location. GO, after obtaining the necessary approvals, reserves the right to amend these terms and conditions at any time to the extent permitted by the regulations. Amendments may include changes or removal of existing terms, the addition of new ones, or the introduction of entirely new terms. If GO makes any such amendments, GO shall inform the customer of these changes by posting them on its website at )www.go.com.sa ( or by other means as GO may deem appropriate. It shall be the customer’s responsibility to stay informed of such amendments on GO’s website, if any. After following the legal procedures, GO reserves the right, at its sole discretion, to disconnect, restrict, and/or terminate the customer’s service if the customer fails to meet any of the obligations required herein or if GO considers that the customer is abusing or misusing any service or customer device in any manner. Although GO may inform the customer of the nature of the default that led to disconnecting, restricting, or terminating the service, GO shall not be obligated to justify or explain the rationale behind such action and shall not accept any liability or claims for damages in respect of any such action. GO shall have no obligation whatsoever to consider claims submitted by non-registered contracting parties.