Terms of Use

1.1. The Mobile Networks Terms (hereinafter - the Terms of Use) are generally accepted standards governing the provision of services (procedures and rules of use) for using the mobile communications network provided by PrJSC “VF Ukraine” (hereinafter - the Operator). The Terms of Use regulate the relationship between the Operator and the Subscriber, including the rights and obligations of both Parties, the procedure for conclusion and termination of the Agreement/Contract, payment terms, liabilities of the Parties, etc. The Terms of Use enter into force seven calendar days after their approval and publication on the website www.vodafone.ua.

1.2. The Agreement may be concluded in written or oral form, as a public or adhesion agreement in accordance with the provisions of the Civil Code of Ukraine, or remotely by the Subscriber providing consent to its conclusion through Electronic Identification Means in compliance with applicable legislation, as well as by performing clear actions that demonstrate the Subscriber’s prior consent to enter into the Agreement, as recorded by the Operator’s equipment. Upon the Subscriber’s request, the Operator shall provide evidence of the Subscriber’s recorded consent.

1.3. The Terms of Use form an integral part of the Agreement concluded between the Operator and the Subscriber. The Operator may establish or amend the Terms unilaterally, provided that the Subscriber is notified no later than seven (7) calendar days in advance by sending a notice to the Subscriber’s phone number, e-mail address, or by another method specified in the service agreement. The Terms of Use are binding on the Subscriber and apply to the provision and use of services, even in the absence of a separate written Agreement.

1.4. Definition of Terms:

• Subscriber – an end user who receives electronic communications services under the terms of an agreement with a provider of electronic communications services (hereinafter - the Operator). The terms of providing services to Subscribers who use services without a written Agreement are governed by these Terms of Use, user guides of electronic communications services, the Law of Ukraine “On Electronic Communications” and the Rules for the Provision and Receipt of Electronic Communications Services approved by the Resolution of the Cabinet of Ministers of Ukraine No. 761 dated 25.06.2025, and other legislation.

• Subscription Fee – a fixed payment that the Operator may charge the Subscriber for permanent access to electronic communications services, regardless of actual usage.

• Basic Operator – a provider of electronic communications services whose network primarily delivers the electronic communications services.

• Service Package Cost – a fee charged for using the Service Package during the period allowed under the Tariff Plan, and may not depend on the actual amount of services used. Different Tariff Plans may apply different rates for the same services.

• Credit Limit – a maximum amount of postpaid services determined by the Operator, and/or the amount of funds within which services may be provided to the Subscriber without prior payment, as specified in the Agreement or service terms (the amount of the Subscriber’s outstanding debt for services, and the limit set for the provision of services on postpaid terms).

• Agreement – an agreement between the Subscriber and the Operator for the provision of electronic communications services (hereinafter - the Agreement), which includes information about service quality, terms, price, billing periods and other terms and conditions under which the Operator shall provide services at the Subscriber’s request, and the Subscriber shall pay for them (unless otherwise provided for by the Law of Ukraine “On Electronic Communications” or the Agreement).

• Additional Services – the Operator’s services that may be provided to the Subscriber apart from the basic electronic communications services in accordance with the Tariff Plans. Additional Services include the following Operator’s services: reconnection to the network and/or entertainment, information services, etc.

• Deposit – an amount paid by the Subscriber to confirm and secure the obligations under the Agreement, it may be used to pay for services provided by the Operator to the Subscriber under the Agreement/Contract and shall be retained by the Operator if the contractual relationship is terminated due to the Subscriber’s fault before the Deposit amount is used.

• Subscriber’s Consent (Service Order) – the Subscriber’s expression of intent to receive services from the Operator, including content access services, provided in writing (on paper or electronically via electronic communications), orally (to be recorded by the Operator’s equipment, a Content Provider or other authorised persons under relevant agreements with the Operator), or through active conclusive actions.

• Malicious Calls – calls and/or messages that cannot be stopped by the Subscriber, either independently or with the Operator’s assistance, and that may cause moral and/or material damage to the Subscriber and/or the Operator, including the following:

  - occasional, repetitive, mass connections, including to emergency service numbers, information and directory services, and service provider numbers (except for one-time calls made by the Operator to inform Subscribers of scheduled network maintenance or service suspension due to insufficient account balance);

  - calls made using automated terminal equipment through auto-dialling, directed to Subscriber numbers (or other network identifiers), for the purpose of broadcasting pre-recorded audio messages not ordered by the Subscriber;

  - messages offering to top up a personal account which do not originate from the Operator.

• Identification Electronic Communication Card (hereinafter - the Identification Card) – a means to authenticate (identify) the Subscriber’s terminal equipment within the electronic communications network (SIM card, USIM card, R-UIM card, E-SIM, etc.).

• Electronic Identification Means (hereinafter - the Identification Means) – a network identifier (Internet router settings, etc.) and/or an Identification Card used to authenticate (identify) the Subscriber’s terminal equipment within an electronic communications network.

• Prepaid Service Activation Card/Code – a means of ordering and prepaying for services entitling the Subscriber to receive a specified list and/or volume of the Operator’s services within the value defined for such means.

• Top-up Card – a means of topping-up the Subscriber’s personal account to pay for the services provided by the Operator, the Content Provider within the value defined for such means.

• Qualified Electronic Signature (QES) – an advanced electronic signature created using a Qualified Electronic Signature device and based on a qualified public key certificate. A QES has the same legal status as a handwritten signature (or seal) if the qualified electronic digital signature is confirmed by a valid qualified public key certificate and reliable digital signature tools at the time the signature is applied.

• Commercial Calls – outgoing calls made using the Subscriber’s assigned numbering resources under a Call Agreement, for the purpose of distributing advertisements or verifying the telephone number of the called party.

• Content Provider – a legal entity that provides Additional Services to Subscribers within the Operator’s network using the Operator’s electronic communications networks and technical facilities.

• Content – information or data created and delivered (provided) exclusively in electronic form to Subscribers who have ordered the corresponding content access service, and which is not used or consumed directly by the Operator.

• Terminal Equipment – equipment intended to be connected to the end point of an electronic communications network to enable access to electronic communications services.

• Internet - a global electronic communications network for data transmission, consisting of physically and logically interconnected individual electronic communications networks, the interaction of which is based on a unified address space and Internet protocols defined by international standards. The projected maximum data transfer speeds to the device and to the Internet (upload and download) for Internet access services in mobile communications networks are as follows: 177.6 kbps and 296 kbps in 2G (EDGE/GPRS), 5.76 Mbps and 42 Mbps in 3G (HSPA+), 75 Mbps and 587 Mbps in 4G (LTE). Achieving the specified speeds is possible provided that the Subscriber’s terminal equipment supports the relevant technical parameters. Actual speeds may differ significantly from the stated values due to objective natural conditions, terrain features, network load, radio equipment characteristics, unauthorised interference with the operation of the radio network, or other force majeure and technological circumstances.

• Mobile Communications – electronic communications using radio technologies, in which the terminal equipment of at least one user can move freely within all end points of the electronic communications network.

• Non-Productive Calls – calls (except for one-time calls made by the Operator to inform Subscribers about scheduled network maintenance or service suspension due to insufficient account balance, including Commercial Calls) that cause inefficient use of electronic communications network resources, negatively affect network quality indicators, and are made from the same Subscriber number to one or more Subscriber numbers (or network identifiers), regardless of whether a connection is established or services are provided, and have two or more of the following characteristics and features:

  -  not completed by establishing two-way voice communication within seven calendar days;

  -  the duration of outgoing calls from a single number over seven calendar days is either zero or averages less than 60 seconds;

  -  at least 50 percent of calls from the same number over seven calendar days are made to different end-user numbers (or network identifiers);

  -  it is not possible to successfully call back the number from which such calls are made to one or more Subscriber numbers (or network identifiers);

  -  calls are made using automatic dialling systems;

  -  number of outgoing calls from a single number from which calls are made to one or more Subscriber numbers (or network identifiers), from Subscribers who receive such calls from that number within 7 (seven) calendar days;

  -  the number of incoming calls that do not result in two-way voice communication or have zero duration to a number from which calls are made to one or more Subscriber numbers (or network identifiers) is less than 5 percent of the total number of calls (incoming and outgoing) made from and received by that number over a-seven-calendar-days period;

  -  the number from which calls are made to one or more Subscriber numbers (or network identifiers) is used exclusively for voice calls and does not use other electronic communications services (text messaging, data transmission), except in the case of fixed line numbers.

• Unauthorised Interference with the Operation and/or Use of Electronic Communications Networks – actions documented in an official report of violation of the rules for the provision and receipt of electronic communications services that result in the leakage, loss, forgery, blocking, distortion or destruction of information; violation of the procedures for routing voice electronic communications traffic using assigned numbering; obtaining services free of charge or at rates lower than those established; distribution of computer viruses (malicious software); refiling (altering the type of traffic, in particular, traffic that causes international voice electronic communications to be presented as another type of voice electronic communications traffic, etc.); call anomalies (including calls and/or traffic from terminal equipment that are atypical for the relevant user profile, aimed at establishing communication sessions in the same directions, network codes, service codes, etc.); non-productive calls; false or erroneous answering machine (use of software to manipulate call duration for billing purposes); traffic looping (intentional changes or errors due to negligence in traffic routing that cause traffic to be directed incorrectly); actions affecting electronic information resources, electronic communications network or its components, making services unavailable to end-users (DoS attacks).

• Subscriber Personal Account – a section of the Operator’s website, mobile application, activated by the Subscriber in a manner determined by the Operator, which is used primarily for electronic identification of the Subscriber and information exchange between the Operator and the Subscriber.

• Provider of Electronic Communications Services, PrJSC “VF Ukraine” (for the purposes of these Terms of Use - the Operator) – a business entity that owns, operates and manages electronic communications networks and/or related facilities.

• Donor Operator – a provider of electronic communications services from whose numbering resource the Subscriber number is ported at the Subscriber’s request and that provided electronic communications services for that Subscriber number prior to its porting.

• Initiating Operator – a provider of electronic communications services from whose network a call and/or message is originated to a Subscriber number, including a ported number.

• Receiving Operator – a provider of electronic communications services to whom a number portability request was submitted and to whose network the Subscriber number is ported.

• Service Package – a set of services defined by the Tariff Plan, which has a maximum validity period specified by that Tariff Plan. The Operator shall establish and offer Subscribers a range of Tariff Plans for individual services and/or sets of services defined within each Tariff Plan, including their respective validity periods. Information about Service Packages, Tariff rates and Tariff Plans is published on the Operator’s website, and is available to the Subscriber at the time of choosing a Tariff Plan and connecting to the Operator’s network.

• Mobile Number Portability – a related service provided to the Subscriber upon request, allowing the Subscriber to retain the number assigned by the Operator in order to use it for receiving electronic communications services in the network of another electronic communications service provider (Operator).

• Content Access Service – an electronic communications service that provides the Subscriber with access to content using electronic communications networks and technical means of electronic communications.

• Start of Service Provision – services are deemed to commence upon the conclusion of the Agreement/Contract and payment for the services.

• Termination of Services under the Agreement/Contract – the final cessation by the Operator of the provision of one/several or all services to the Subscriber as a result of the termination of the Agreement or changes to its terms, as well as in cases provided for by legislation.

• Settlement Period – a period during which the Operator provides services in the volumes determined by the Agreement or the applicable Tariff Plan terms, for which a fixed payment is established (Subscription Fee, Tariff Plan charge) or after which the volume of services provided is calculated and a payment notice (invoice) is issued to the Subscriber.

• Roaming – a service that allows the Subscriber of one Operator to use services in the network of another Operator while retaining the Subscriber’s original registration in the electronic communications network of their Operator.

• Roaming Partner – a provider of electronic communications services that has entered into a Roaming agreement.

• Operator’s Service Centre – a Subscriber service centre that provides remote services to Subscribers, as well as the Operator’s stores and authorised dealer stores where services are provided directly upon request from Subscribers and potential customers. The Operator’s Service Centre does not perform maintenance or repair of Subscribers’ terminal equipment.

• Reduction of the List of Services – the suspension by the Operator of certain services or a specific service, while maintaining the technical capability to resume them later at the Subscriber’s request.

• Spam – electronic, text, and/or multimedia messages sent repeatedly (more than five times to a single Subscriber) without the Subscriber’s prior consent, to their email or terminal equipment. This does not include messages sent by the Operator regarding electronic communications services, or messages sent by government or local authorities within their legal powers.

• Starter Package – a means of ordering and prepaying for services that allows the Subscriber to begin using the Operator’s services within the value defined for such means. The Starter Package consists of a SIM card and other related materials.

• Tariff – a document that specifies the list, description, and cost of Services and Additional Services provided by the Operator. Information about Service Packages, Tariffs, and Tariff Plans is published on the Operator’s website and is available to the Subscriber at the time of selecting a Tariff Plan and connecting to the Operator’s network.

• Tariff Plan – an offer made to the Subscriber that defines the cost, terms, and scope of certain Services. Information about Service Packages, Tariffs, and Tariff Plans is published on the Operator’s website and is available to the Subscriber at the time of selecting a Tariff Plan and connecting to the Operator’s network.

• Remote Subscriber Service Centre (hereinafter - the Remote Subscriber Service Centre) - the Operator’s information and Customer Service Centre responsible for assisting Subscribers of PrJSC “VF Ukraine” by providing consultations on available services, as well as information about new products, promotions, etc.

1.5. The Subscriber’s signature and/or the activation of the Starter Package confirms that the Subscriber is familiar with the Terms of Use, the current Tariffs, Tariff Plans, information about which is published on the Operator’s website and in its official informational materials, the terms of the written Agreement, the applicable legislation governing electronic communications, and confirms that all information and documents provided (submitted) by the Subscriber are accurate and comply with the legislation of Ukraine and statutory documents.

1.6. The Agreement may be concluded in written or oral form, including as a public or adhesion  agreement in accordance with the provisions of the Civil Code of Ukraine, or remotely by the Subscriber giving consent to conclude the Agreement using Electronic Identification Means in accordance with the legislation, or the  Subscriber performing an active conclusive act that clearly demonstrates prior consent to conclude the Agreement, which is recorded by the electronic communications equipment of the provider of electronic communications services. At the Subscriber’s request, the Operator shall provide proof of the recorded consent.

1.7. PrJSC “VF Ukraine” is included into the Register of Telecommunications Operators and Providers under No. 1649, dated 20.09.2022.

2.1. The terms and conditions for the provision and receipt of electronic communications services by the end user include the conclusion of the Agreement and payment for the electronic communications services ordered by the Subscriber, unless otherwise provided by the Law of Ukraine “On Electronic Communications” (hereinafter – the Law).

2.2. When concluding the QES Agreement, the Subscriber shall use a Qualified Electronic Signature (QES) supported by a strengthened public key certificate issued by an accredited key certification centre using a reliable electronic digital signature tool, or a Qualified Electronic Signature issued by a qualified provider of electronic trust services using a QES tool. The exchange of electronic documents shall be carried out in accordance with the provisions of the Law of Ukraine “On Electronic Trust Services” and other legislative acts.

2.3. The Parties agree that electronic documents (E-documents) signed with a QES have full legal force, create rights and obligations for the Parties, may be presented in court as valid evidence, and are deemed equivalent to documents executed on paper. Confirmation of document transfer (sending, receipt, etc.) shall constitute legitimate proof of the actual sending and receipt of such documents by the authorised representatives of the Parties and does not require additional evidence.

2.4. The Parties agree that the use of cryptographic information protection (CIP) implementing encryption and QES is sufficient to ensure the confidentiality of information exchange between the Parties, including protection against unauthorised access and the secure processing of information.

2.5. The Operator shall not have the right to refuse to conclude the Agreement with the Subscriber, except in the following cases:

1. the Subscriber has an outstanding debt to the Operator for previously provided services;

2. the Subscriber’s terminal equipment does not meet the requirements established by the Rules for the Provision and Receipt of Electronic Communications Services, approved by Resolution No. 761 of the Cabinet of Ministers of Ukraine dated June 25, 2025 (hereinafter – the Rules);

3. the Subscriber fails to provide the documents required to conclude the service agreement, if such documents are required by the Rules or other legislative acts;

4. based on decisions of the National Security and the Defence Council of Ukraine, the Cabinet of Ministers of Ukraine, or other authorised state bodies, under the legal regime of martial law or a state of emergency, in accordance with the legislation of Ukraine, or in other cases provided for by the Law.

2.6. In the event of a refusal to conclude the Agreement, the Operator shall notify the Subscriber of the refusal and specify the reasons, in particular: if the service is requested verbally, notification shall be provided orally, if the request is submitted in writing, the Operator shall notify the Subscriber in writing within 15 days from the date of receipt of the written request. If the services are ordered electronically, the notification shall be sent in electronic form within a period not exceeding three business days.

2.7. To conclude the Agreement/Contract, the Subscriber shall provide the Operator with the following documents and information:

1) For individuals: surname, first name, and patronymic (if applicable); series (if available) and number of the identity document confirming the person’s citizenship of Ukraine or special status, as provided in Part One of Article 13 of the Law of Ukraine “On the Unified State Demographic Register and Documents Confirming the Citizenship of Ukraine, Certifying the Person or Its Special Status”; taxpayer registration card number (if available); unique entry number in the Unified State Demographic Register (if available); and a document indicating the place of registration (if available), in the case of an ID card format.

2) For legal entities and individual entrepreneurs – the name and identification code of the legal entity in accordance with the EDRPOU code, and, in accordance with the Law of Ukraine “On State Registration of Legal Entities, Individual Entrepreneurs and Public Organisations”, an extract from the said Register (hereinafter – the Extract).
The Extract is a document in paper or electronic form generated by the software of the Unified State Register based on the search criteria specified by the applicant. It contains information from the Register that is current as of the date and time of its generation, or as of the date and time specified in the request.

3) For individuals – non-residents, in accordance with the Law of Ukraine “On the Legal Status of Foreigners and Stateless Persons” – a valid passport document issued by an authorised body of a foreign state or a statutory body of the United Nations confirming the foreigner’s citizenship, identity, or status as a stateless person, granting the right to enter or leave the state, and recognised by Ukraine; a permanent (or temporary) residence permit; and a document indicating the place of registration (if available), if the permit is in the form of an ID card.

*Foreigners and stateless persons who have lawfully entered into a contract for military service in the Armed Forces of Ukraine, the State Special Transport Service, or the National Guard of Ukraine are considered to be temporarily residing in Ukraine on legal grounds for the duration of such service contract and for three months following its termination. Temporary residence of such individuals is confirmed by a military registration document (service card) of servicemen, the form, procedure for registration, and issuance of which are determined by the Ministry of Defence of Ukraine and the Ministry of Internal Affairs of Ukraine, respectively.

4) For legal entities – non-residents – constituent documents legalised in accordance with the legislation of Ukraine (representative offices of foreign companies may be included in the registers if they are accredited in Ukraine), other documents shall be notarised or apostilled (depending on the country of origin).

5) Foreign diplomatic missions (embassies, consulates) shall provide a certificate of accreditation issued by the Ministry of Foreign Affairs of Ukraine and a document confirming the authority of the person authorised to conclude the Agreement/Contract.

2.8. Representatives of the persons specified in Clause 2.7 shall, in accordance with the Civil Code of Ukraine, provide a valid passport and a power of attorney (notarised or apostilled, depending on the country of origin).

2.9. If, after the Agreement enters into force, circumstances arise (such as the existence of outstanding debt for telecommunications services previously provided by the Operator) that contradict the terms and conditions of the Agreement, the Operator has the right to unilaterally suspend the Agreement until the Subscriber repays such debt.

2.10. The Subscriber receiving services without a written Agreement may be identified by the Operator upon providing personal data in accordance with the law. The Operator shall identify an individual Subscriber only after the Subscriber reaches the age of fourteen.

2.11. Activation of the Starter Package (active SIM card) confirms the Subscriber’s acceptance of these Terms of Use and the terms of the selected Tariff or Tariff Plan published on the Operator’s website and in other publicly available information materials. Activation also constitutes the Subscriber’s Consent to conclude the Agreement in accordance with applicable legislation.

2.12. The provision of services to Subscribers who have entered into a written Agreement begins after both Parties sign the Agreement and the Subscriber makes full payment of the Deposit/advance payment, which is credited to the Subscriber’s personal account.

2.13. The validity period of the Agreement is defined by the Agreement itself, or, in the absence of a written Agreement, by these Terms of Use and the applicable Tariff or Tariff Plan. The Agreement may be terminated early by either Party in cases expressly provided for by the Agreement, the Rules, or the Law of Ukraine “On Electronic Communications”, and in other cases specified by law. The terms and procedures for termination of an electronic communications service agreement shall not restrict the Subscriber’s right to change the Operator.

2.14. Any material breach of the contractual terms and conditions or of the quality parameters of the services provided constitutes grounds for the Subscriber to seek legal remedies in accordance with the law, including the right to terminate the Agreement early and without charge.

3.1. Subscribers, when ordering and/or receiving electronic communications services have the right to:

1. Protection of their rights by the State.

2. Free access to services.

3. Security of services (in accordance with the service agreement).

4. Free access to complete information from the Operator regarding the content, quality, cost, and procedure for the provision of services.

5. Free choice of service provider, as well as the type and quantity of services offered by the Operator, including the right, where technically possible, to receive individual electronic communications services (that are not part of the Service Package).

6. Anonymous receipt of services, in accordance with the Law and the Rules.

7. Selection of the Tariff or Tariff Plan established by the Operator and receipt of information about any changes to such Tariffs.

8. Timely and high-quality delivery of ordered services under the terms and conditions specified in the service agreement.

9. Free calls to emergency dispatch services at numbers 101, 102, 103, 104, and to the “112 Service” Communications Centre at number 112. Free access to social services that receive reports of missing children at 116 000 (child search line) and from children at 116 111 (child helpline) shall be provided in accordance with the Law.

10. Change of the list of services (Service Packages), reduction or termination of services, or reduction by the Operator of access to certain types of services by changing the Tariff or Tariff Plan; free choice to reduce the list of services when funds in the personal account are depleted or the maximum limit is reached (where technically possible).

11. Blocking, upon the Subscriber’s request, of outgoing calls of certain types or to specific numbers, as well as access to certain services (where technically possible).

12. Free termination of call forwarding to the Subscriber’s terminal equipment (where technically possible).

13. Termination by the Operator of services, including access to content not ordered by the Subscriber (such as information services or messages in electronic, text, voice, or multimedia form), within one business day of receiving the Subscriber’s request.

14. Refusal to pay for services, including content access services, that were not ordered and/or not received. Any services provided without the Subscriber’s order and confirmation (for content access services) do not create any payment obligation for the Subscriber.

15. Early termination of the service agreement (except for number porting) upon written request, provided that notice is given within the period specified in the agreement, but no later than seven calendar days.

16. Free number porting to another provider of interpersonal electronic communications services.

17. Change of Internet access service provider, ensuring continuity of service at the Subscriber’s request (except where technically impossible), meaning that the Subscriber may continue receiving service from the previous provider (in accordance with the agreement, including payment obligations) until the new provider’s service is activated. The interruption in Internet access shall not exceed one business day (unless technically impossible).

18. Refund from the Operator of any unused funds in the event of refusal of prepaid services, in the cases and manner specified by the Rules and the service agreement.

19. Receipt from the Operator of information on the services provided, in accordance with applicable legislation.

20. Receipt of information from the Operator about changes to service terms and conditions and Tariffs.

21. Receipt of information on the possibility and procedure for refusing any ordered service.

22. Receipt of free electronic invoices from the Operator for services rendered, including itemised details of charges, in accordance with applicable legislation.

23. Receipt of free consultations from the Operator regarding ordering, receiving, or terminating its services.

24. Compensation for damages caused by non-performance or improper performance of the Operator’s obligations under the agreement or applicable legislation.

25. Protection of personal data and other information with restricted access.

26. Access to information and reference services in public electronic communications networks.

27. Receipt of services during emergency situations, states of emergency, or martial law, in accordance with the legislation.

28. Free extraction of information regarding the Subscriber from the Operator’s electronic databases of information and reference services and telephone directories.

29. Free blocking, where technically possible, of Caller ID display (prohibition of number display) when making calls to other Subscribers’ terminal equipment, including for individual call(s), except for calls to emergency services.

30. Request the Operator to block the Caller ID (refusal of number display) for outgoing calls in the fixed-line network (where technically possible).

31. Request the Operator to block the Caller ID (prohibition of number display) of their own number for outgoing calls.

32. Request the Operator for free blocking of calls from numbers used for Malicious Calls or Spam.

33. Challenge unlawful actions of service providers in court or before authorised state bodies.

34. Extrajudicial dispute resolution by the regulatory authority upon the Subscriber’s request.

35. Refusal of services in accordance with the procedure established by the service agreement.

36. Any other rights stipulated by the legislation of Ukraine and the service agreement.

3.2. Restoration of services in case of loss of Electronic Identification Means by an anonymous (depersonalised) Subscriber (including SIM card, e-SIM, Internet router settings, etc.) shall be carried out by the Operator only after identification of the Subscriber and provision of the required personal data.

3.3. The Subscriber has the right to receive electronic communications services that are not included in the selected Tariff Plan or Service Package.
Regardless of the balance on the personal account, and with the Subscriber’s Consent, the Funds on Demand service may be provided, allowing the Subscriber to stay connected. Payment for the Funds on Demand service shall be made in accordance with the terms specified on the Operator’s official website: www.vodafone.ua. 

3.4. The Subscriber shall have other rights established by the legislation on electronic communications.

4.1. Subscribers shall comply with the Rules for the Provision and Receipt of Electronic Communications Services.

4.2. Subscribers shall pay for all ordered and received electronic communications services, including applicable subscription fees (if any) and the Service Package Cost.

4.3. Subscribers shall use only terminal (end-user) equipment that has a valid certificate or declaration of conformity.

4.4. Subscribers shall prevent the use of their terminal equipment for illegal activities or for actions contrary to national security, defence, or public order.

4.5. Subscribers shall not engage in any actions that may threaten the security or stability of electronic communications networks, compromise the integrity or interoperability of networks, endanger information security or electromagnetic compatibility, or hinder or prevent the provision of services to other end users.

4.6. Subscribers shall not interfere, or attempt to interfere, with the operation or use of electronic communications networks without authorisation, including any actions that cause or may cause harm or other risks to the Operator, other users, or third parties (violation of traffic routing rules when providing interpersonal electronic communications services using numbering, forgery (duplication) of Identification Means or electronic codes (identifiers) of terminal equipment — codes assigned by manufacturers of electronic communications devices for unique identification of terminal equipment, such as international serial numbers IMEI, ESN, MEID — or other actions provided for in Article 361 of the Criminal Code of Ukraine), and/or reprogramming of Identification Means, as well as gaining unauthorised access to Subscribers’ accounts and personal accounts.

4.7. Subscribers shall not make Malicious Calls, order or encourage the sending of Spam, or distribute Spam in any form.

4.8. Without the prior consent of the Subscriber receiving the call and/or message, it is prohibited to use automatic calling (dialling) systems (without human intervention, including pre-recorded voice or text messages), calls, or electronic messages for purposes of direct marketing (advertising, promotion, sale of goods or services) or for conducting surveys.
This restriction does not apply to Subscribers who, being non-consumers, have expressly permitted such communications related to their business activities, provided they have publicly disclosed this permission on their website or in another chosen manner.

4.9. Subscribers shall not use automatic dialling systems (automated calling systems without human intervention), make calls, or send electronic messages for the purposes of surveys or direct marketing (including advertising, sale of goods and services, or information about promotional offers) — even where the Subscriber has given prior consent — without displaying the number from which the calls or messages are made, and without indicating the name of the sender on whose behalf the call or message is sent, or a valid email address or other contact details, including an address to which the recipient may send a request to stop such calls or messages.

4.10. Subscribers shall not use their terminal equipment or Subscriber lines for commercial purposes to provide services to third parties.

4.11. Subscribers shall provide accurate information for the Operator’s records and comply with all terms and conditions of the Agreement, including timely payment for services.

4.12. Subscribers shall promptly inform the Operator of any change of surname or legal name, theft or loss of passport or identification documents, change of legal or actual address, contact number, or email address, loss or theft of an identification electronic communications card (SIM/eSIM), and initiation of bankruptcy, liquidation, or termination of activities (for legal entities), no later than the commencement of such proceedings.

4.13. Before using any new service not previously ordered, the Subscriber shall review the applicable Tariffs and service terms on the Operator’s website at www.vodafone.ua.  The Subscriber’s actual use of the service shall constitute consent to receive that service.

4.14. If the Subscriber does not receive a bill by the 15th day of the month following the billing period, they shall contact the Operator for payment information by calling 111 (free from the Operator’s mobile network within Ukraine) or 0800 400 111 (free from all Ukrainian networks).

4.15. Subscribers providing commercial call services shall conclude a separate agreement with the Operator for the provision of such services, undergo identification in accordance with the established procedure, and comply with the requirements of the Law of Ukraine “On Advertising.”

4.16. If a third party uses the Subscriber’s identification electronic communications card, the Subscriber remains responsible for timely payment of all charges incurred.

4.17. The Subscriber shall comply with other obligations established by the legislation on electronic communications and by the Agreement.

5.1. Provide comprehensive information about Tariffs (prices) for its services and publish such Tariffs (prices) no later than seven (7) calendar days before they take effect.

5.2. Set individual Tariff Plans when concluding an Agreement with the Subscriber.

5.3. Not connect or disconnect the Subscriber’s terminal equipment to/from the electronic communications network without a document issued in accordance with the procedure established by applicable legislation confirming compliance with technical requirements and/or technical regulations.

5.4. Have the right to reduce the list of services, temporarily restrict, or terminate their provision in accordance with the legislation.

5.5. Establish and modify the terms and conditions and list of services, as well as Tariffs for services provided within the Operator’s network, with mandatory publication on the website at least seven calendar days prior to their implementation.

5.6. Refuse to provide services that do not include a monthly Subscription Fee and services requiring additional network resources (such as Voice Mail, Data Transfer, etc.) if the Subscriber has not used such services for three (3) months, by notifying the Subscriber of this at least one (1) month in advance.

5.7. Make changes to the Terms of Use by publishing an updated version on the Website and posting a corresponding notice about the changes. The Operator shall notify Subscribers of such changes no later than seven (7) calendar days before they take effect and shall inform them of their right to terminate the Agreement without additional costs if they do not agree to the amended terms and conditions.

5.8. For the purpose of improving the quality of electronic communications services, develop and apply codes (standards) of conduct that may be used in service provision, and monitor their implementation.

5.9. Determine the maximum spending limit for services provided on a postpaid basis, after exceeding which the list of services may be reduced or their provision suspended.

5.10. The Operator has the right not to conclude an Agreement without a Deposit in the following cases:

1. individual or legal entity has, or intends to connect, four or more telephone numbers to the Operator’s network;

2. individual or legal entity does not have a permanent place of residence in Ukraine;

3. individual or legal entity is a representative of a foreign enterprise operating in Ukraine.

5.11. In the event of late payment, the Operator has the right to charge a penalty in accordance with the procedure established by applicable legislation; to set a limit on the volume of services or terminate their provision; to reduce the list of services; or to change the payment procedure.

5.12. By signing the Agreement/Contract or by purchasing and activating the Starter Package with an Identification Electronic Communications Card, the Subscriber consents to the processing of their personal data and data on the electronic communications services provided to or received by them, and/or the transfer of such data to third parties (including through the use of cloud environments) for purposes related to the provision and receipt of electronic communications and information services, fulfilment of financial obligations, servicing of Subscribers, and support of the Operator’s technological and other processes.

The Subscriber also confirms that they have been informed about the inclusion of their data in the Operator’s personal data databases and of their rights as defined by the Laws of Ukraine “On Personal Data Protection” and “On Electronic Communications,” the purpose of data collection, and the persons to whom such data may be transferred.

The Subscriber further consents to the processing and/or transfer of their personal data and data on electronic communications services provided/received by them to third parties in cases where they have provided such data to the Operator, including (but not limited to) by completing registration forms, contacting the Operator by phone, or visiting in person.

The Operator may process such data independently or by assigning this task to a personal data administrator or third parties.

If the Subscriber contacts a business entity authorised, under an agreement with the Operator, to conclude agreements for the provision of electronic communications services or supplementary agreements on behalf of the Operator, the Subscriber consents to the processing of their personal data and data on services provided/received by that business entity, the transfer of such data to the Operator as a third party, and the further transfer of such data by the Operator to third parties for the purposes specified in this clause.

5.13. If the Subscriber fails to notify the Operator within ten (10) days of any change to their name, address, contact phone number, banking and/or tax details, change of enterprise head, termination of activity, or bankruptcy, the Operator may temporarily suspend the provision of services and/or independently update the Subscriber’s information based on data available to the Operator. If the Subscriber fails to provide written notice of such changes, any messages, invoices, or documents sent by the Operator shall be considered duly received by the Subscriber.

5.14. If the Subscriber commits unlawful actions that disrupt the Operator’s activities, the contractual relationship shall be terminated immediately, without prior notice.

5.15. The Operator also retains all other rights established by the legislation of Ukraine on electronic communications.

6.1. Provide Subscribers with free consultations regarding the ordering and receipt of services.
When using automated systems (such as virtual assistants, chatbots, etc.) to interact with Subscribers, the Operator shall inform the Subscriber of the use of such a system, the possibility of communicating with a human representative, and ensure that such communication is available.

6.2. Provide complete and accurate information about Tariffs (prices) for its services, and publish any changes to such Tariffs (prices) at least seven calendar days prior to their effective date.

6.3. Provide Subscribers only with those services they have ordered, including content access services, information services, and the sending of electronic text, multimedia, and voice messages.

6.4. Maintain records of services provided within the limitation period established by legislation.

6.5. Reduce the list of available services if the Subscriber’s account lacks sufficient funds or if the maximum Credit Limit set in the service agreement has been reached.

6.6. Notify the Subscriber of the time period after which services that do not require a monthly fee but use network resources continuously may be terminated due to non-use.

6.7. Provide advance notice to Subscribers about service reduction, service termination, or disconnection of terminal equipment, in the cases and manner established by the legislation on electronic communications.

6.8. Upon the Subscriber’s request made within the legally established limitation period, and for Subscribers using anonymous services — within two months after the expiration of the prepaid service card and/or Identification Means — return unused funds from the Subscriber’s personal account in case of refusal of prepaid services and/or termination of the Agreement, provided that the Subscriber has been identified in accordance with the applicable Identification Procedure.

6.9. Protect personal data during the ordering and provision of services in accordance with the Law of Ukraine “On Personal Data Protection.”

6.10. Ensure the confidentiality of electronic communications in accordance with the Constitution of Ukraine, the Laws of Ukraine “On Information Protection in Information and Communications Systems,” “On the Basic Principles of Ensuring Cybersecurity in Ukraine,” and “On Electronic Communications.”

6.11. Debit funds from the Subscriber’s personal account for content access services only when an order for such a service has been recorded by the Operator’s equipment, the Content Provider, or authorised persons under a relevant agreement, and only upon confirmation of such an order by the Subscriber for each content access service.

6.12. Apply the liability specified in the agreement for the provision of commercial call services if a Subscriber complaint is received regarding the distribution of advertising without their prior consent using the numbering resources assigned under the relevant agreement.

If, after liability has been applied, a repeated complaint is received, and within three calendar days from the date of the Operator’s request the Subscriber fails to provide confirmation of prior consent to receive such advertising, the Operator shall restrict voice electronic communications services for the entire numbering resource used by that Subscriber under all relevant agreements and notify the Subscriber accordingly. The Subscriber shall immediately eliminate the violation of consumer rights and provide the Operator with substantiated proof thereof as the basis for resuming services. If the violation is not eliminated or repeated complaints are received after service resumption, the Operator has the right to unilaterally terminate the commercial call services agreement with such Subscriber at its own discretion.

6.13. In accordance with applicable legislation, block access to numbers or services on an individual basis in cases of confirmed unauthorised interference with the operation of electronic communications networks or fraud committed using such networks, and — as required by the decision of the regulatory authority — refuse any revenues obtained from such unauthorised activity, including connections or other related services, as well as from unlawful assignment, distribution, or use of numbering resources.

6.14. Provide the Subscriber with a final settlement within thirty (30) calendar days from the date of written termination of the Agreement/Contract. If the Subscriber has outstanding Roaming charges, the final bill shall be provided within a period not exceeding three (3) months from the date of termination.

6.15. Protect the personal data of Subscribers in accordance with the legislation of Ukraine, and for Subscribers who are the residents of EU Member State, in accordance with the provisions of the General Data Protection Regulation (Regulation (EU) 2016/679).
In particular, the Operator shall process personal data only on the basis of the Subscriber’s explicit and confirmed consent, including any profiling of personal data for the provision of telecommunications services or for another clearly stated and agreed purpose.
Upon a confirmed request from the Subscriber, the Operator shall anonymise, restrict, and/or cease processing of such personal data.
In the event of a data breach, the Operator shall notify the affected data subject and the competent state authority (or the supervisory authority of the relevant EU Member State) in accordance with the established procedure.

6.16. Inform Subscribers about the availability and use of free access services to emergency response numbers 101, 102, 103, and 104, and to the communications centre “Service 112” via the single emergency number 112.

6.17. Provide free voice or text message services to Subscribers when such services are used to send charitable electronic communications messages or to transfer funds as charitable donations to non-profit organisations (including charitable organisations, but excluding political parties and credit unions) or to local communities. This includes services for the public collection of charitable donations through electronic communications messages under agreements concluded between the Operator and the relevant non-profit or charitable organisation or local community.

6.18. The Operator shall comply with other obligations established by the legislation of Ukraine on electronic communications.

7.1 Prior to the conclusion of the Agreement/Public Agreement and during the service provision, regardless of the type of electronic communications services, the Subscriber shall have the right to receive comprehensive information on the description of terms and conditions of such Agreement (Terms of Use, tariff terms and Tariff Plans, Starter Package Guide, other service terms provided by the Operator), which shall, in particular, include:

1) the main characteristics of each electronic communications service;

2) the information about the Operator, in particular the name, location address, telephone number, e-mail address and website address;

3) the total cost of electronic communications services, including the taxes, as well as all additional payments related to the provision of the service;

4) the minimum scope and/or duration of use of the electronic communications service required to use the terms of promotions (special offers);

5) the terms and procedures (in the part related to the Subscriber) for the number portability service, transfer to another Operator and compensation payment to the Subscriber in connection with violation of such terms;

6) the information on the right of the Subscriber using prepaid electronic communications services to return, upon request, any residual credit in cases of number portability and transfer to another Operator;

7) the information about payments arising from early termination of the Agreement, including the number portability, the procedure for unlocking terminal (end-user) equipment and refund of costs associated with the provision of terminal (end-user) equipment;

8) the payment method, supply (provision) of electronic communications services, the period by which the Operator undertakes to start providing the service, and the procedure for handling the complaints on their provision;

9) the validity term of the Agreement/Public Agreement or, if it is concluded for a fixed term, the terms of its extension and termination, including the early termination;

10) the information specified in the Rules for Provision and Receipt of Electronic Communications Services regarding the technical protection measures for electronic communications networks applied by the Operator in accordance with the cybersecurity legislation;

11) the information regarding the suitability of electronic communications services for use by Subscribers with disabilities, as well as information about products and electronic communications services developed for consumers with disabilities, and about the methods of obtaining and updating such information;

12) the information about the procedure for reimbursement in case of non-compliance of electronic communication services with the quality parameters stipulated by legislation/Agreement;

13) the information about the actions taken by the provider of electronic communications services to respond to security incidents, cybersecurity, threats or vulnerabilities of electronic communications services (networks);

14) the possibility and procedure for resolving issues in case of inadequate response to cybersecurity incidents, threats or vulnerabilities of electronic communications services (networks), violations of personal data protection legislation.

15) as a component of the main characteristics of each service – the values of service quality parameters;

16) the cost of activating an electronic communications service, all recurring costs and expenses related to its receipt;

17) the details of the Tariff Plan(s) selected by the Subscriber, indicating for each Tariff Plan the types of electronic communications services offered and their volumes included in the billing period, as well as the price for additional volumes of the electronic communications services;

18) the ways to ensure transparency of the end user’s monitoring of the consumption volume of electronic communications services and payments therefor;

19) the information about the tariff prices for numbers or services that are subject to special pricing conditions (provided immediately before the connection establishment or service activation), in accordance with the rules of provision;

20) for the package services, in particular those that include the provision of electronic communications services and terminal equipment, also to indicate the cost of individual elements of the package as if they were provided separately if technically possible for a particular service;

21) the details and terms, including the cost of maintenance, technical support and assistance to the end users of the services;

22) the validity term of the Agreement for bundled electronic communications services - terms and conditions of prolongation and/or termination of such an Agreement, including the terms of termination of the provision of bundled electronic communications services as a whole or their separate element, in accordance with the terms and conditions of the Agreement;

23) the personal data to be provided before the provision of electronic communications services, including those that will be collected, processed during the provision of such service and transferred to third parties;

24) the dispute resolution procedures;

25) the restriction of access to emergency services or information about the Subscriber’s location due to lack of technical capability if the electronic communications service allows the Subscriber to make calls to a number in the national or international numbering plan;

26) the end user’s right to decide on the inclusion of his/her personal data in the number databases and the type of such personal data;

27) the measures taken by the provider of electronic communications services that may affect the quality of Internet access services, confidentiality and protection of personal data of end users, as well as their possible impact;

28) the impact of limiting the volume, speed and other quality parameters on the Internet access service, in particular on the use of content, programmes and services;

29) the minimum, average and maximum speed of data reception and transmission from/to the Internet network in the case of fixed-line communications or the projected maximum speed of downloading to a device and uploading to the Internet in the case of mobile communications (to its own network), as well as the impact of significant deviations from the advertised speed on the exercise of end users’ rights to receive the service;

30) the ways to protect the rights available to the end user in accordance with the legislation in case of a permanent or regularly recurring discrepancy between the actual characteristics of the Internet access service (in terms of speed and/or quality parameters) and the characteristics specified in Clauses 28-30.

7.2. The Operator shall provide the Subscriber with the information specified above, including through its websites. The above information is provided in an accessible and user-friendly form that ensures its unambiguous, clear understanding and access to it (with ensuring its consistency) throughout the entire period of provision of the relevant electronic communications services. The above information is contained in these Terms of Use, Agreements, on the official Website, in the Customer Service Centre, stores, and information materials of the Operator, in the Starter Package Guide, in the tariff terms, Tariff Plans, separate term and conditions of electronic communications service provision, additional and related services.

7.3. Upon request, the above information shall be provided in an accessible format for Subscribers with disabilities in accordance with the legislation.

8.1. In the case of providing a content access service, the Operator shall provide the content service only if the ordering of such service and confirmation of the service order made by the Subscriber for each content access service are duly recorded by the Operator’s equipment, the content provider’s equipment, or authorised persons acting on the basis of the relevant agreements with the Operator.

8.2. The Operator shall inform the Subscriber about the ordering of any content access service and the deduction of funds from the Subscriber’s personal account for the provision of such access (at least once per month).

8.3. The Operator shall notify the Subscriber of the automatic renewal of the content access service no later than seven (7) calendar days prior to such renewal and shall simultaneously inform the Subscriber of their right to refuse such services free of charge, including by providing a link to the relevant section in the Subscriber’s personal account and/or a phone number through which the Subscriber may opt out of receiving such services.

8.4. The Operator shall ensure that the Subscriber, including via the personal account, has the possibility to opt out of all or selected content access services.

9.1. When providing the MNP and electronic communications services to Subscribers with the ported number, the Basic Operator shall inform Subscribers via the media, its website or in any other manner about the terms and procedures for the provision of the MNP services, including the conditions for obtaining, configuring and the cost of an identification card (SIM card, USIM card, eSIM, etc.).

9.2. The MNP service shall be provided to Subscribers who receive the electronic communications services on the terms of a written agreement or are identified by the provider of electronic communications services in accordance with the procedure established by the regulatory authority. The Subscriber who is not identified by the provider of electronic communications services (Recipient Operator) shall have the right to be identified in accordance with the requirements of the legislation.

9.3. A Subscriber who desires to obtain the MNP shall apply to the Receiving Operator by submitting an application either in writing or remotely using electronic communications means, as may be implemented by the Recipient Operator, including through mobile apps and/or via the Unified State Web Portal of Electronic Services (hereinafter – the Diia Portal), in particular by using the mobile app of the Diia Portal (Diia), and/or in any other remote manner established by the Recipient Operator for submitting such an application.

9.4. The mobile number portability shall be carried out within one (1) business day from the date the Subscriber submits the application, except where the Subscriber specifies in the application a later date for the porting of the number(s).

9.5. The Basic Operator, which provides services at the day of the Subscriber’s application, shall continue to provide its electronic communications services on the same terms and conditions until the services of the Recipient Operator, to whose network the number is ported, are activated.

9.6. The MNP service shall be provided to the Subscriber free of charge.

9.7. In the event of termination of the Agreement due to the mobile number portability, the Operator shall, upon the Subscriber’s request, refund the remaining balance of funds to the Subscriber. If the Subscriber is unregistered (anonymous), the refund of unused funds shall be possible only after the Subscriber’s identification by the Basic Operator prior to obtaining the MNP service, and provided that the Subscriber has an active identification card issued by the Basic Operator.

9.8. The Subscriber shall have the right to withdraw their submitted application for the mobile number portability by notifying the Recipient Operator in accordance with the procedure established by law.

10.1. No Party shall be held liable in the event of circumstances of insuperable force. Force majeure circumstances mean emergency and irreversible external events that cannot be foreseen and prevented, namely acts of war, natural disasters, fires, crashes, accidents and other events that directly impede, make it impossible for the Parties to fulfil their obligations or lead to the damage (loss of property) directly related to the execution of this Agreement.

10.2. A Party affected by force majeure circumstances and, as a result, fails to fulfil its obligations under the Agreement/Contract/Public Agreement, shall without delay (no later than 5 (five) days from the date of their occurrence) notify the other Party by sending a registered letter and provide the relevant evidence. Failure to give a prompt notice of the force majeure deprives the other Party of the right for exemption from the obligations hereunder.

10.3. The force majeure circumstances defined hereby shall be confirmed by the Certificate of the Chamber of Commerce of Ukraine or other document issued by the state authority.

11.1. Tariff prices for the services shall be set independently by the Operator, taking into account the pricing principles established by the Law of Ukraine “On Electronic Communications.”

11.2. The procedure for payment and the form of settlements for the services shall be determined by the Agreement.

11.3. Payments for the services may be made on a prepaid (advance payment) and/or postpaid basis. The Operator shall offer and provide Subscribers, at their choice, services (service packages) on terms that include prepaid (advance payment) and/or postpaid options.

11.4. Unregistered (anonymous) Subscribers shall receive services only after advance payment for such services (including through the use of a prepaid service card or activation code).

11.5. The payment terms for the services shall be detailed by the types of charges accrued to the Subscriber for the services received.

11.6. In case of non-use of the advance payment during the billing period, the balance of the funds shall be transferred to the next billing period, unless otherwise provided by the Agreement.

11.7. The Operator shall be prohibited from deducting any part of unused funds from the Subscriber’s personal account, including for its own benefit, except in cases where the statute of limitations for the refund of such funds has expired, as well as in respect of funds remaining on an unregistered (anonymous) personal account where the Subscriber has not requested a refund of unused funds (within two (2) months after the expiry of the prepaid service card and/or the identification means), and in cases of sending (conducting) a charitable electronic communications message.

11.8. Payment for the services shall be made in the national currency, either in cash or by non-cash means, including through the remote banking systems and/or money transfer services, in compliance with the requirements established by law.

11.9. If the tariff (price) is set in a foreign currency in cases provided for by international agreements of Ukraine, consent to the binding nature of which has been given by the Verkhovna Rada of Ukraine, the amount of payment shall be determined using the official exchange rate of the hryvnia to the foreign currency established by the National Bank of Ukraine on the date the service is provided.

11.10. The Operator shall carry out settlements for all services provided with each Subscriber separately (including through a personal account where records of accrued and paid funds are maintained). The consolidation of subscriber accounts shall be possible upon written (including electronic) requests of the subscriber(s), in accordance with the terms of the service agreement.

11.11. The Subscriber shall have the right to pay for the services by any available means in accordance with the legislation and the concluded service agreement.

11.12. Where a prepayment (advance payment) exists, the invoices issued by the Operator shall be paid by the Subscriber no later than the 15th (fifteenth) day of the month following the billing period. When the services are provided to the Subscriber on the terms of advance payment, such payment shall be made no later than the moment of actual use of the advance amount, at the same time, the Subscriber may continue to receive Services in the absence of funds on the personal account, under the terms of postpayment (credit limit). The credit limit consists of a fixed and a variable component, determined by the Operator in accordance with the Terms and the legislation of Ukraine. The fixed component of the credit limit is established and adjusted by the Operator based on the analysis of the volumes of electronic communications services consumed and/or the period of use of such services by the Subscriber over the last three (3) months within the framework of the existing five (5) categories.

1) Credit limit #1 shall be granted to Subscribers who use the service for up to 3 months, prior to the expiry of the billing period but not more than UAH 100, regardless of the Tariff Plan chosen;

2) Credit limit #2 shall be granted to Subscribers who use the service for more than 3 months, regardless of the selected Tariff Plan, prior to the expiry of the billing period, the monthly amount of the credit limit is calculated based on the average amount of 3 invoices* and the increasing coefficient**, the minimum amount is UAH 200;

3) Credit limit #3 shall be granted to Subscribers who use the service for more than 3 months, regardless of the selected Tariff Plan, prior to the expiry of the billing period, the monthly amount of the credit limit is calculated based on the average amount of 3 invoices* and the increasing coefficient**, the minimum amount is UAH 400;

If the calculated credit limit is less than the minimum amount, the minimum amount of the credit limit will be granted for the billing period.

4) Credit limit #4 shall be granted to Subscribers prior to the expiry of the billing period and the term specified by the service payment agreement, but not more than UAH 1 000 000, where the average payment amount per each personal account number is not less than UAH 200 per one billing period for the last 6 months, and the bill payments for services rendered are duly made (as per the 6M analysis), regardless of the Tariff Plan chosen. The credit limit #4 can be reduced in accordance with the abovementioned categories, subject to the written application of the Subscriber;

5) Credit limit #5 shall be granted to Subscribers - legal entities prior to the expiry of the billing period and the term specified by the Agreement for Service Payment, but not more than UAH 5 000 000, according to the criteria of the history of timely bill payments, financial justification and the term of use of services pursuant to current categories of the credit limit.

* - the invoices shall be duly paid. If the invoice is unpaid or late, the credit limit may be reduced up to the minimum amount (see Credit limit #1 and Credit limit #2).
** - the increasing coefficient equals to 1.2 (the average amount of 3 duly paid invoices * 1.2).

11.13. The variable amount of the credit limit shall be determined by the Operator individually in each case of receiving services on a deferred payment basis and is the difference between a fixed amount of the credit limit and the total cost of services received by the Subscriber on a deferred payment basis up to the date of receipt of the information from the network elements and/or data from roaming partners involved in the provision of services, on their receipt and update information on the status of the Subscriber's personal account balance in the automated system of payments for telecommunications services (billing system). After updating the information on the balance of the Subscriber's personal account in the billing system, the Operator shall send the Subscriber an SMS message about the changed credit limit amount.

11.14. The credit limit shall be granted to every Subscriber who concluded a written Agreement/Contract with the Operator.

11.15. The Subscriber shall pay a monthly subscription fee or the package cost depending on the selected Tariff Plan for the services provided and for the number retention in the Operator’s mobile network.

11.16. The cost of the services provided shall depend on their scope, the applicable tariff prices, the payment terms, the volume of services provided, and other terms and conditions stipulated by the legislation and the service agreement. The payment for the services may consist of a fixed amount and/or an amount that depends on the volume of services provided, as well as applicable taxes, duties, and charges. The volume of services provided shall be determined based on the duration of their provision and/or the volume of information sent and/or received by the end user.

11.17. For the use of communications services abroad, the Operator shall make payments to the Subscriber in accordance with the Operator’s tariff prices for communications services currently in force, which are published by the Operator on its official website www.vodafone.ua. The Operator shall reserve the right to include in the current billing period the services received in the previous billing periods, but no more than 3 (three) billing periods.

11.18. The current tariff prices of the roaming partners are beyond the scope of the Operator’s responsibility.

11.19. The number and cost of services provided to the Subscriber in roaming shall be determined in accordance with the indicators of the technical means of measuring the duration, volume and cost of services owned by the Operator, as well as in accordance with the information provided by the roaming partner.

11.20. The cost of the service package shall be charged and paid by the Subscriber for the next period of the service package in advance. The Operator shall have the right to set limits on the amount of funds that can be deposited to the Subscriber’s personal account.

11.21. The cost of the Tariff Plan (Service Package) is charged regardless of the fact of receiving services in the billing period or the period of validity of the Service Package.

11.22. The Operator provides the possibility of returning the unused funds to the Subscriber for financial services provided by financial institutions, with which the Operator has contractual relations, in accordance with the requirements of the legislation on payment systems and funds transfer. The Operator shall not be liable for the use by the Subscriber of funds returned to the Subscriber for financial services.

11.23. The Operator shall ensure the funds reimbursement within the period not exceeding 30 (thirty) calendar days from the date of the end user’s request, unless otherwise provided by legislation. In case of the end user’s debt for roaming services, to determine the amount of which it is necessary to obtain the relevant information from the roaming partners, the service provider shall make such a refund within a period not exceeding three months from the date of the end user’s request.

11.24. The Subscriber shall indicate the telephone number, Agreement/Contract number and personal account in the payment order for the monthly bill.

11.25. Failure to receive the bill(s) shall not release the Subscriber from obligations to pay for services rendered. If the Subscriber has not received a bill in the current month for services rendered in the previous month, the Subscriber has the opportunity to receive information about the bill by contacting the Customer Service Centre or via email specified by the Subscriber in the Agreement/Contract.

11.26. The Subscriber shall understand that the invoices for the payment of Services and Additional Services, invoice breakdown, as well as other materials that may be confidential to the Subscriber and which are mailed by the Operator or sent as the electronic document containing QES, may become available to malicious users due to the vulnerability of electronic document exchange systems. In this regard, the Operator shall be not liable for the disclosure of the Subscriber’s confidential information in case of unlawful attack of the Subscriber’s mailbox, the message capturing during its delivery, as well as in other cases when the malicious person receives access to the confidential information of the Subscriber.

11.27. The time of payment shall be the receipt of funds to the Operator’s account.

12.1. The list of services may be reduced either upon the initiation of the Operator or the Subscriber.

12.2. The Operator may reduce the provision of services on the Subscriber’s initiative upon its request submitted personally or remotely via communication means, as an electronic document containing QES, by dialling 111 or in any other way. The Operator restricts communications services on a day of the request’s receipt or specified in the request. If the request is submitted to the Operator during the officially non-business hours (on the weekend or on a public holiday), the restriction of communications shall be carried out no later than the first following business day. In the event of the reduction in the list of services upon the Subscriber’s request, the Subscriber shall be provided with access to emergency services.

12.3. The Operator may reduce the provision of services on its own initiative in the event of the following:

1) Existence of debt for services exceeding the term or amount specified in the Agreement, or established by applicable law, as well as exhaustion of prepaid funds in accordance with the legislation and the Agreement. The restoration of services shall be carried out by the Operator within one (1) hour after the Subscriber settles the outstanding payments for the services whose provision has been limited, or, if technically impossible, within a period not exceeding two (2) business days from the date of payment.

2) Exceeding the credit limit.

3) Execution of repair works aimed at eliminating damage to electronic communications networks or facilities, including preventive, scheduled maintenance or other work, the performance of which makes the provision of services temporarily impossible.

4) The occurrence of force majeure circumstances (earthquake, flood, hurricane, etc.), an emergency situation, damage to linear or station facilities used by the service provider as a result of malicious actions, the introduction of a state of emergency or martial law, or a temporary restriction on the provision of services to consumers located in areas of active hostilities, in areas where state electronic information resources operate, or on the territories temporarily occupied by the Russian Federation, included in the list of territories where hostilities are (or were) taking place or that are temporarily occupied by the Russian Federation, as approved by the Ministry for Development of Communities and Territories of Ukraine, for which no date has been set for the end of hostilities or temporary occupation;

5) The establishment of the fact of sending spam messages to Subscribers and/or making malicious or non-productive calls, or unauthorised interference with the operation or use of electronic communications networks, for the period specified in Clause 12.5.

6) The detection and record by technical means of the fact that the Subscriber has made commercial calls without proper identification and without an executed agreement for the provision of commercial call services. The resumption of service provision shall take place only after the end user has been identified in accordance with the Identification Procedure and has concluded the corresponding agreement for the provision of commercial call services.

7) For the period during which the services were not provided due to the Subscriber’s fault, the subscription fee shall be charged in full, unless otherwise provided by the service agreement.

8) In the event of a reduction in the range of services due to the detection of unauthorised interference by the Subscriber in the operation and/or use of the Operator’s electronic communications networks or technical means of electronic communications, or the establishment of the fact of the Subscriber sending spam and/or making malicious calls, the resumption of the service provision to a Subscriber who receives services unidentified (anonymously) without a written agreement shall be carried out on the basis of their written application, provided that the Subscriber is identified in accordance with the Identification Procedure.

12.4. The provision of mobile communications services shall be resumed once the circumstances specified in Clause 12.3 of these Terms of Use have been eliminated. No fee shall be charged for the restoration of services following a reduction in their scope.

12.5. In the event of a reduction in services as provided for in Clause 12.3, a fee for the number retention in the mobile network shall be charged in accordance with the tariffs set by the Operator. The Subscriber’s mobile number shall be retained for no more than three calendar months. If the circumstances specified in Clause 12.3 are not eliminated within this period, the Operator shall reserve the right to offer the Subscriber a connection to other tariff plans. Should the Subscriber refuse to switch to another tariff plan, the Operator shall have the right to unilaterally terminate the agreement with the Subscriber.

12.6. In the event that the Subscriber loses the identification electronic communications card used to receive services, upon a request by the Subscriber or their authorised representative, including a verbal one, the service Operator, after carrying out a verification (in accordance with the procedure established by the Operator pursuant to the applicable legislation) and confirming that the lost identification electronic communications card used to receive services indeed belongs to the person on whose behalf the request was made, shall promptly reduce the range of services (suspend the servicing of such equipment and/or device).

12.7. The reduction of services related to a lost identification electronic communications card shall be carried out free of charge.

12.8. The Subscriber shall provide the Operator with the subscriber number or other network identifier used to access services with the lost terminal equipment or identification device, as well as other data, including personal data, the exhaustive list of which is determined by the Identification Procedure. In the event that the Operator carries out additional identification measures, the Subscriber shall also provide other data specified in the Operator’s internal rules that confirm the use of the identification electronic communications card or identification device. The Subscriber shall obtain from the Operator a registration number for the report of the respective loss. The Operator shall inform the Subscriber of this registration number.

12.9. An application for the replacement or reissuance of identification means (including a SIM card or eSIM) shall be submitted by the Subscriber in one of the ways specified on the Operator’s website.

12.10. The service Operator shall verify and confirm that the lost identification electronic communications card indeed belongs to the person on whose behalf the application was made, on the basis of evidence provided by the Subscriber in accordance with the law.

13.1. The Operator shall bear the following property liability to the Subscriber for failure to provide or improper provision of electronic communications services:

1) for failure to provide paid electronic communications services or providing them in the volume less than paid for - in the amount of the paid cost of services not provided and a fine of 25 percent of the cost of services;

2) for unjustified disconnection of terminal equipment - in the amount of the subscription fee for the entire period of disconnection;

3) for unreasonable reduction or change of the scope of services - in the amount of the subscription fee for one month;

4) in other cases - in the amounts stipulated by the agreement for provision of electronic communications services.

13.2. The Subscribers shall be liable for violation of the provisions of the Law “On Electronic Communications”, Rules, other statutory norms in accordance with the Law and the Agreement.

13.3. The payment of a fine by the Subscriber, lawful termination or reduction of the list of electronic communications services by the Operator, receipt of the mobile number portability service by the Subscriber shall not relieve the Subscriber of the obligation to pay in full for the electronic communications services provided to the Subscriber.

13.4. In case of detection of damage to the electronic communications network, also as a result of the use of terminal equipment, which occurred through the fault of the Subscriber, all the Operator’s expenses for repairing the damage, as well as compensation for other losses, shall be borne by the Subscriber by court decision.

14.1. The service agreement may be terminated early by either Party in the cases provided for in the Agreement. The terms and procedures for terminating the agreement may not contain any obstacles to changing the service provider in accordance with Article 113 of the Law of Ukraine “On Electronic Communications”.

14.2. The Agreement shall be terminated at the initiative of the Subscriber upon submission of a written request, either in person, remotely via electronic communications means, or in the form of an electronic document signed with a QES, within a period not exceeding 7 (seven) calendar days, or from the moment the Operator receives such a request, unless a longer period is specified in the request.

14.3. The provision of services and/or termination of the service agreement, including early termination, may be initiated by the Operator in the following cases:

1) failure to settle outstanding debts for services within the period specified in the warning sent to the Subscriber by the Operator;

2) if the Subscriber, for at least three months from the date of card/code activation and/or the last service session, has not used services that do not involve a monthly fee and that require the continuous use of additional electronic communications network resources (for mobile communications services), provided that the Subscriber has been notified at least ten business days in advance;

3) where an act documenting a breach of the Rules for the provision and receipt of electronic communications services records that the end user has violated the requirements of Sub-clauses 3–6 and the second paragraph of Sub-clauses 10 of Clause 70 of the Rules for the provision and receipt of electronic communications services (Resolution of the Cabinet of Ministers of Ukraine No. 761).

4) the distribution of spam and/or the making of malicious or non-productive calls, or unauthorised interference and/or use of the electronic communications network by the Subscriber, after a repeated restriction of services has been applied to such Subscriber due to an established fact of sending spam and/or making malicious or non-productive calls, provided that the Subscriber has been duly notified in electronic form;

5) the breach by the Subscriber of the terms and conditions of the Agreement, provided that the Subscriber has been notified at least ten business days in advance (if the Subscriber fails to remedy the breach within the period specified in the Agreement). The requirement to give prior notice shall not apply where the Subscriber’s actions threaten the security of the service provider’s electronic communications network or may lead to restricted access to the electronic communications network for other Subscribers;

6) the termination of the Operator’s service activities, with prior notification to the regulatory authority and Subscribers no later than 3 (three) months before the cessation of service provision;

7) the Subscriber’s making of commercial calls intended for the dissemination of advertising, in breach of the contractual requirement to obtain the prior written consent of Subscribers, where, after a restriction of services has been applied to such Subscriber due to the established fact of such a breach and after an electronic warning has been sent to them, the violation has not been remedied.

14.4. All provisions of the Terms of Use and the Agreement/Contract shall apply to the successors of the Parties of the Agreement/Contract for provision of mobile communications services. In case of death of the Subscriber - an individual - the Agreement/Contract shall be terminated and the remaining balance of the paid funds may be returned to the heirs. The Agreement/Contract shall be terminated upon receipt by the Operator of a notarised copy of the Death Certificate or upon presentation of the original Death Certificate by relatives and/or close persons.

14.5. The Terms of Use shall be valid indefinitely, but no longer than provided for in the Agreement concluded in writing and/or the terms of the Tariffs/Tariff Plans. The Terms of Use may be changed by the Operator. The Subscribers have the right to terminate the Agreement without any additional costs after notification of changes in the contractual terms proposed by the Operator, except as provided for in the Rules for provision and receipt of electronic communications services, when the proposed changes are exclusively in favour of or have no adverse impact on the Subscriber, or are directly stipulated by legislation.

15.1. The Operator shall publish comprehensive, comparable, reliable, easy-to-understand and up-to-date information for Subscribers regarding the quality of the electronic communications services provided by the Operator, as well as the measures taken to facilitate access for consumers with disabilities.

15.2. The Operator shall inform the Subscribers whether the quality of their electronic communications services depends on any external factors.

15.3. The central executive body in the field of electronic communications and radio frequency spectrum, in agreement with the regulatory authority, shall determine the values of the quality parameters of electronic communications services, which the Operator shall comply with when providing services to Subscribers.

15.4. The list of information on the quality of electronic communications services, the form and method of its disclosure by providers of electronic communications services shall be determined by the regulatory authority.

15.5. Mobile communication, due to the natural conditions of radio wave propagation, may deteriorate, be interrupted, or experience interference near buildings, in tunnels, basements, and other underground structures, as well as due to local terrain and building features, meteorological conditions, or other factors. Accordingly, such interference or lack of connection in certain locations, or excessive traffic and network use in specific areas and at certain times, which may adversely affect the availability and strength of radio signals, shall not be considered a failure by the Operator to properly fulfil its obligations.

15.6. The Operator shall not be liable for any damages caused by physical and geographical factors in the area where the Subscriber’s mobile phone is located (thunderstorm, terrain, influence of local electromagnetic fields, etc.), as well as if the phone is outside the mobile network coverage area. The Operator shall also not be liable for indirect losses, lost profits that may arise at all.

16.1. The Operator and the Subscriber, hereinafter referred to as the Parties, confirm that any information that became known to the Parties during the conclusion, amendment or termination of the written Agreement shall constitute the confidential information and may not be disclosed without the prior written consent of the other Party within the entire term of the written Agreement and 5 (five) years after its expiry, except for the cases provided by the applicable legislation of Ukraine. The above provisions shall not apply to any information that is lawfully obtained by the recipient from any third party; already lawfully known to the recipient on the date of disclosure; generally known; related to the information about the Subscriber’s debt on monetary obligations to the Operator under this Agreement and Contracts thereto, which exceeds 30 (thirty) calendar days from the date of invoice(s) for the provided electronic communications services.

17.1. The Operator shall ensure that Subscribers with disabilities have equal access to electronic communications services, including in terms of the scope and quality of information relating to the agreement, on the same basis as other consumers, and shall enable them to choose between Operators.

17.2. In order to facilitate access to electronic communications services for Subscribers with disabilities, Operators shall, in accordance with the procedure established by the central executive authority in the fields of electronic communications and radio frequency spectrum, ensure the accessibility of such services, in particular by:

1) Providing information about the services and facilities that can be accessed using appropriate devices and means, ensuring that such information is available through more than one sensory channel; in text formats that can be used to produce alternative auxiliary formats enabling the information to be conveyed to users in various ways and through more than one sense; using fonts of sufficient size and acceptable form, with adequate contrast and adjustable spacing between letters, lines, and paragraphs; supplementing any non-text content with an alternative means of presentation for consumers; and providing such information in an appropriate and sufficient manner that ensures its perceptibility, effectiveness, clarity, and reliability.

2) Ensuring, in the development of their websites and related apps, including mobile ones, that they are reliable and accessible for perception, use, and understanding by persons with disabilities.

3) Notifications in accessible forms of communication by the support service (if there are assistance tools, call centres, technical support, speech recognition and synthesis tools, training services) about the accessibility of services for people with disabilities, their compatibility with assistive technologies.

18.1. Subscribers, including those receiving services anonymously, have the right to the protection of their rights in accordance with the law, including by submitting a complaint to the Operator in the event of a violation of their rights, the regulatory authority (National Commission for the State Regulation of Electronic Communications, Radio Frequency Spectrum and the Provision of Postal Services), the courts, or other public authorities within their respective competence.

18.2. Subscribers have the right to have their complaints reviewed and to receive an appropriate response aimed at restoring violated rights and protecting their legitimate interests in accordance with the law.

18.3. A Subscriber’s complaint regarding failure to provide services or a breach of legislation and/or the Agreement during the ordering or provision of services shall, in particular, include:

1) the surname, first name, and patronymic (if available), and the declared/registered place of residence (or stay) of the individual, or the name and registered office of the legal entity submitting the complaint;

2) the number or other network identifier of the end user through which the services are provided, and/or the details of the service agreement;

3) the substance of the issue raised, comments, suggestions, statements or complaints, requests or demands, including, where necessary (depending on the type of service), the date, time and circumstances under which the Subscriber attempted to receive or received the service in question, the outcome of such service provision, and the address of the collective access point from which the service was ordered or the address of the collective access point that was called;

4) information about the submission of a request on the relevant issue to the Operator and, if such a request has been submitted, information on the results of its consideration and a copy of the Operator’s response (if available);5) an email address to which a response may be sent, or information on other means of communication with the applicant (in the case of an electronic complaint);

6) the end user’s consent to the processing of the information contained in the complaint;

7) the signature.

18.4. The Subscriber’s complaint shall be submitted in compliance with the legal requirements (in writing to the Operator’s address specified in Clause 20.1, or orally during a personal appointment) and may include additional information relevant to the substance of the issue raised, as well as copies of documents supporting the facts stated therein.

18.5. The Operator shall ensure the consideration of Subscribers’ requests (complaints) and elimination of violations of the requirements of the legislation and/or the Agreement in accordance with the Law of Ukraine “On Electronic Communications”, the Law of Ukraine “On Citizens Appeals”, the Law of Ukraine “On Consumer Protection”, Resolution of the Cabinet of Ministers of Ukraine No. 761 “Rules for the Provision and Receipt of Electronic Communications Services”, and other regulatory legal acts, as well as the procedures for handling Subscriber complaints by the Operator, which shall comply with the requirements of the law.

19.1. The Terms of Use are determined by the Operator independently and may be amended by the Operator with mandatory notification of Subscribers via the website www.vodafone.ua. In the event that a Subscriber does not agree with the amendments made to the Terms of Use, such Subscriber shall terminate the contractual relationship within one week from the moment they became aware or could have become aware of the change of the Terms of Use. The continued receipt of services from the Operator constitutes confirmation (consent) of the Subscriber to the continuation of the contractual relationship and the amended terms of service provision.

19.2. The Terms of Use shall enter into force in 7 calendar days after their publication on the website and shall remain in force until the cancellation by the Operator. For Subscribers with whom the Agreement/Contract was concluded before the entry into force of these Terms of Use, the Terms of Use shall apply to the extent that they do not contradict the terms of the Agreement/Contract.

19.3. All disputable issues shall be settled by the Parties through negotiations. If the negotiations do not lead to the resolution of the dispute, the Subscriber shall have the right to apply to the regulatory authority for an out-of-court settlement of the dispute, or either Party shall have the right to refer the dispute to a court in accordance with the jurisdiction and competence established by the legislation of Ukraine.

19.4. These Terms of Use are drawn up in the Ukrainian language.

20.1. PrJSC “VF Ukraine” located at 15 Leiptsyzka St., Kyiv, Ukraine, www.vodafone.ua. 

20.2. The address for submitting the complaints (applications, requests) to the Operator and the National Commission for the State Regulation of Electronic Communications, Radio Frequency Spectrum and the Provision of Postal Services, the procedure and terms for their handling can be found at the toll-free short number 111.

20.3. In case the Subscriber contacts the Operator by phone, the Subscriber agrees that the telephone conversation may be recorded in order to control the quality of the Subscriber’s service.