Yota — 4G Internet of the newest generation

RULES OF SERVICE

1. GENERAL PROVISIONS. TERMINOLOGY

1.1. These Rules apply to Telecommunication Services provided to Customers by Scartel, a Limited Liability Company (hereinafter, the «Operator»), located at 13 Rusakovskaya Street, Moscow, 107140, Russia.

1.2. In these Rules the following terms shall have the following meanings:

1.2.1. «Automated Customer Self-Service System» — an information system that allows Customer to manage his or her Personal Account and list of Telecommunication Services and Additional services. Customer gets access to Automated Customer Self-Service System through SelfCare section on the Official Website.

1.2.2. «Additional Services» — additional services provided by Operator, which are technologically linked to Telecommunication Services and intended to increase their customer value.

1.2.3.1 «Coverage» — the territory serviced by Operator Network with an Operator-confirmed technical feasibility of Telecommunication Services.

1.2.3.2 «Test Operations Area» — the territory, in which Operator does not provide Telecommunication Services, but in which there exists a possibility, unconfirmed by Operator, of gaining access to Operator Telecommunication Network, caused by Operator’s tests of communications facilities.

1.2.4 «Connection Card«— data medium in the form of a plastic card containing the Card/Account Number and Password under protective layer. The Card is used for access to Telecommunication Services and Additional Services by an individual Customer — for the initial connection of Customer’s Device to Operator Network;

1.2.5. «Customer» — an individual, a legal entity or an individual entrepreneur, who is an Operator’s subscriber and user of Telecommunication Services, subject to these Rules, or these Rules and a Telecommunication Services Contract (for legal entities and entrepreneurs).

1.2.6. «Customer’s Device» — IEEE 802.16e terminal equipment certified for use in Russia by the state certification bodies, which enables Customer access to Operator Network. The list of Customer’s Devices used by Customer is available from Official Website’s SelfCare section.

1.2.7. «Contact Center» — Operator service, enabling communication with Customers via various channels (telephone, e-mail, WEB, etc.), review of Customer requests, management of Telecommunication Services, status, balances, changes in personal details using an automated payment system and other automated systems, providing information and consulting services, conducting surveys, and other Customer service-related activities.

1.2.8. «Security Question» — a question chosen by Customer from the list of questions during registration in the Automated Customer Self-Service System, used to recover Password.

1.2.9. «Customer Account»- analytical account in Operator’s automated payment system, allowing Operator to keep account of write-offs and payments for Telecommunication Services and Additional Services, as well as the balance of accounts, which stores information needed to identify Customer for access to Telecommunication Services (including: MAC address, Username, Password, Card / Account Number, Answer to the Security Question), and other Customer’s contact information. Customer Account is of technological nature, and has no status of a current account or a bank account.

1.2.10. «Username» — a Customer Account name identifier consisting of 6-32 characters selected by Customer. It serves to identify Customer trying to access Telecommunication Services, and write-off payments for use of the said Services.

1.2.11. «Credit Card Number/Account» — a 10-digit code specified on Connection Card intended for:

• An individual Customer — for the initial connection of Customer’s Device to Operator Network.

1.2.12. «Answer to the Security Question» — a customer identifier, used for the purposes of automatic Password recovery and customer service at the Contact Center. The following answers cannot be used: «YES», «NO», «I DON’T KNOW», «I DON’T REMEMBER», profanities.

1.2.13. «Sales and Service Centers» — special offices, set up by Operator to service its Customers. Addresses of Sales and Service Centers are posted on the Official Website.

1.2.14. «Official Website» — www.yota.ru.

1.2.15. «Password» — a secret code of 6-24 characters, indicated on Connection Card, or chosen by Customer. It is used for Customer identification for access to Telecommunication Services and/or Customer SelfCare section.

1.2.16. «Payment Terminals» — specialized automated terminals designed to receive payments to Operator.

1.2.17. «Rules» — these Rules of Service.

1.2.18. «Rules of Connection» — the information describing the procedure for registration of Customer and activation of Customer’s Device. Rules of Connection of devices are posted on the Official Website.

1.2.19. «Operator Telecommunication Network» — a network of Operator’s equipment, enabling provision of Telecommunication Services and Additional Services to Customers.

1.2.20. «Service Plan» («Connection Provisions») — a complex of pricing terms on which Operator offers to Customer to use one or more Telecommunication Services.

1.2.21. «Telecommunication Services» — telematic Telecommunication Services and data transmission services, including Internet access, provided by Operator, as well as access to information resources and Operator’s telematic services, provided by Operator to Customer. Complete list of services provided by Operator is available on the Official Website.

1.2.22. «Service access» — is an access to the Operator's communications network, provided to the Operator's Client without any extra charge with the purpose of giving the Client a possibility to connect with the Operator, pay for the Operator's services, and test the network at the Client's location. Service access is only provided on condition that there is a technical possibility and a free source of the Operator's connection. Service access is only provided to the Clients – natural persons that get blocked for financial reasons (service rendering suspension due to nonpayment) after the expiration of the "Scartel" LLC paid service term on condition that the Client's device stays activated via personal account. The connection speed is up to 64 kbit/s in the direction from the Operator's Communication Network to the Client's device and up to 32 kbit/s in the direction from the Client's device to the Operators' Communication Network. The information on the service access including the term of its provision is published on the Operator's official website.

1.2.23. «Subscriber’s billing period» - is the period of telecommunication services provided with the fixed value of the fees which is a constant.
Subscriber’s billing period for legal entities and individual entrepreneurs shall be one calendar month. The beginning of the settlement period coincides with the first calendar day of the month for which the calculation is made, and the end coincides with the last calendar day of the month.

Subscriber’s billing period for individuals is 30 (thirty) days and it starts at the moment the Customer’s device is connected according to the selected Service Plan.

1.2.24. «Paid period» - is the period commencing from the date of debiting funds from the account of the Customer (an individual), during which the Customer (an individual) shall be able to use the telecommunication services with the selected Service Plan based on the pricing policy of the Service Plan and the amount of the charge. The Paid period shall be determined with an accuracy of one minute and shall not be a multiple of the Subscriber’s billing period. At the end of the paid period the provision of the communication services shall be suspended, except it is otherwise expressly provided in these Rules and / or terms for Service Plans / or special offers chosen by the Customer.

1.3. Telecommunication services are provided in accordance with Operator’s licenses issued by the Federal Supervision Agency for Information Technologies and Communications of the Russian Federation No.67878 dated 7 May 2008, No.67877 dated 7 May 2008, No.67884 dated 7 May 2008, No.67882 dated 7 May 2008, No.67899 dated 7 May 2008, No.67898 dated 7 May 2008, No.67874 dated 7 May 2008, No.67875 dated 7 May 2008, and in accordance with technical regulations approved by order No.13 of the RF Ministry of Information Technologies and Communications dated 27.09.2007 N 113. The licensed territory and license details are available on the Official Website.
1.4 The terms and conditions of these Rules shall apply unless otherwise expressly provided for by the terms and conditions of the Service Plan to which Customer is connected, and/or the terms and conditions of special offers, in which he takes part.

2. TERMS OF TELECOM SERVICES AND ADDITIONAL SERVICES

2.1. Pursuant to these Rules, Operator undertakes to provide to Customers Telecommunication Services in Coverage area, as well as Additional Services ordered by Customers, and Customers undertake to pay for services rendered based on the relevant Service Plans and pay for Additional Services.

2.2. Information on Telecommunication Services and Additional Services is available on the Official Website.

2.3. To receive Telecommunication Services, Customer must have a Customer’s Device or a Customer’s Device and terminal equipment (personal computer, laptop, etc.), depending on the type of Customer’s Device. Requirements for terminal equipment are posted on the Official Website. Information on types of Customer’s Devices is available on the Official Website. The address of terminal equipment and Customer’s Device installation is the registration address of an individual Customer or an individual entrepreneur, or the location (registered address) of a legal entity Customer, specified by them during execution of this Agreement.

2.4 With regard to any processes related to Telecommunication Services and Additional Services provided by Operator (including, technical processes of message transmission, receipt and processing), the Moscow time shall apply.

3. QUALITY CHARACTERISTICS OF TELECOMMUNICATION SERVICES AND ADDITIONAL SERVICES

3.1. Telecommunication Services are available 24 (twenty-four) hours a day, seven (7) days a week, 365 (three hundred and sixty-five) days a year. Operator reserves the right to suspend Telecommunication Services for routine maintenance of communication facilities and equipment, used for provision of Telecommunication Services, and in connection with the expansion of Telecommunication Services, as well as for repairs, preventive and emergency works. At the same time, Operator undertakes to perform activities related to maintenance of Operator Network, if possible, at the time when it may cause the least inconvenience to Customers.

3.2. Operator provides Customer with session-based (non-recurrent) Telecommunication Services. Provision of Telecommunication Services to Customer shall be effected by appointing to Customer a dynamic IP-address. Subscriber interface IEEE 802.16e and data transfer protocol TCP/IP shall be used to provide Telecommunication Services.

3.3. Telecommunication Services to the Customers - legal entities and individual entrepreneurs are available at speeds up to 10 Mbps for download, and up to 3 Mbps for upload. The Services are provided within the specified bit rates subject to usage intensity and the volume of simultaneously transmitted traffic.

The telecommunication services to Customers (individuals) are provided at the speed specified in the description of the Service Plans chosen by the Customers. If the Service Plan does not specify the speed limit, the Telecommunication services are provided at the speed of up to 10 Mbit / sec in the direction of the Telecommunications Network Operator to the Customer’s device and at the speed of up to 3 Mbit / sec in the direction of the Customer’s device to the telecommunication network of the Operator.
The Services are provided within the specified bit rates subject to usage intensity and the volume of simultaneously transmitted traffic.

3.4. Telecommunication Services provided to Customers meet all requirements of the applicable Russian laws to similar services. Operator guarantees that the quality characteristics of Telecommunication Services comply with standards and technical regulations established by the competent public authorities of Russia, and terms of licenses.

3.5. Customer acknowledges that due to natural signaling conditions the Telecommunication Services may deteriorate in quality, be interrupted or interfered by noise near buildings, in tunnels, basements and other underground facilities, due to local features of the terrain and land development, weather conditions or other causes. These circumstances do not constitute a suspension of Telecommunication Services and are not subject to any compensation by Operator.

3.6. By accepting these Rules, Customer confirms that he or she has been given full information on technical characteristics of Operator Network in respect of its quality, reliability and limitations, content provided within Telecommunication Services and Additional Services, the procedures of provision of the same, and agrees to the specified quality of Telecommunication Services and Additional Services.

3.7. By accepting these Rules Customer also acknowledges that he or she is aware of Coverage area, which is determined based on computer modeling and confirmed by field tests, which does not guarantee the availability of Telecommunication Services in each particular location of Customer and / or Customer’s equipment. The quality of Telecommunication Services may vary depending on the environment.

4. TERMS OF ACCESS TO TELECOMMUNICATION SERVICES AND ADDITIONAL SERVICES

4.1. In order to gain access to Telecommunication Services and Additional Services, Customer shall register and activate Customer’s Device subject to the Rules of Connection, posted on the Official Website. Upon registration and connection of Customer’s Device within Test Operation area, Customer may gain access to Telecommunication Services only in Coverage area. In order to gain access to Telecommunication Services within Coverage area, a telecommunication services agreement is to be executed in accordance with these Rules.

Execution of Telecommunication Services agreement with individual Customers shall be completed by the performance by Customer of implied actions, notably — acceptance of these Rules during registration as an Operator’s Subscriber. The date of execution of such agreement shall be the date of acceptance of these Rules, and the place of execution — Operator’s location. The agreement shall be executed for an indefinite term. The information entered by Customer at the time of registration as a subscriber and during connection of Customer’s Device shall be an integral part of Customer’s agreement.

With regard to legal entities and individual entrepreneurs a contract for the provision of Telecommunication Services made in writing shall be executed.

4.2. Since Communication Service Agreement for individuals is public in nature; Telecommunication Services are provided to such Customers only subject to their acceptance of these Rules in their entirety without any changes. In respect of legal entities and individual entrepreneurs these Rules apply, unless otherwise provided in the Communication Service Agreement executed between such Customers and Operator.

4.3. Payment for Telecommunication Services provided to the Customer - a legal entity or individual entrepreneur - shall be made during the relevant calendar month as at the last day of such calendar month, unless otherwise is expressly provided in the terms of Service Plan selected by Customer.

The billing for the Telecommunication Services provided to the Customer - an individual - shall be provided on the conditions set out in these Regulations and the terms of the Service Plans and special offers that the Customer has activated.

4.4. By accepting the terms of these Rules, Customer agrees that Operator shall be entitled to use Customer’s details for purposes of information and reference support in order to provide Customers with data related to rendering of Telecommunication Services.

Due to the fact that Communication Services Agreement with individuals is concluded via implicative action by Customer (Customer registers and activates Customer’s Device), Customer by accepting the text of these Rules, agrees with Operator’s right to check the correctness and accuracy of the personal information provided by him or her during registration, and request accurate information from Customer in case if the said information is invalid.

The Client gives the Operator consent for processing of his personal data specified at registration and provided further on (as regards to Clients - legal entities – for processing of personal data of the employees and representatives, provided to the Operator as a result of concluding and executing the contract), and other information on himself/herself as the Operator's subscriber, including consent to data acquisition, systematization, accumulation, storage, specification (updating, revision), use, distribution (including transmission), depersonalization, blocking, deletion. The consent is given with the purpose of proper realization of the Operator's rights and obligations before the Client, as well as for control of the Client's compliance with the present Regulations and the applicable legislation for the period specified by the Law of the Russian Federation for storage of such information.

4.5. Operator shall be entitled to deny Customer the Telecommunication Services. The denial of Telecommunication Services may be caused by circumstances under which Telecommunication Services cannot be rendered due to certain technical, physical, topographical or other natural obstacles, which make it impossible to provide Telecommunication Services to Customer.

4.6. Operator shall:

4.6.1. Provide to Customer Telecommunication Services, as well as Additional Services ordered by Customer on a 24-hour basis, with interruptions for necessary repairs and maintenance.

4.6.2. Maintain Customer Account.

4.6.3. Eliminate any technical malfunctions in Operator Network, impeding the use of Telecommunication Services and Additional services.

4.6.4. On Customer’s request make changes in the list of Additional Services provided to Customer, not later than on the day following the day on which Customer activates or deactivates the relevant Additional Service in Automated Customer Self-Service System, unless Operator sets a different date, or the day of contacting Contact Center or submitting a written application (in the absence of an application, the later activation date of the relevant Additional Service) to Sales and Service Center.

4.6.5. Suspend Telecommunication Services and Additional Services upon Customer’s request. Customer may express a wish to suspend Telecommunication Services by discontinuing Telecommunication Services at his own discretion through Automated Customer Self-Service System, contacting Contact Center or by sending a written request to Sales and Service Center.

4.6.6. For the purposes of these Rules, suspension, termination, resumption of Telecommunication Services shall mean an automatic suspension, termination, resumption of the said services, respectively.

4.6.7. Resume Telecommunication Services:

4.6.7.1. After Customer remedies the breaches of obligations referred to in section 4.7.1. hereof, and repays the overdue amounts (including refilling the balance on Customer Account), penalties and / or required advance payment (prepayment).

4.6.7.2. At Customer’s option, when the suspension of Telecommunication Services was initiated by Customer. Customer may express a wish to resume Telecommunication services by activating Services at his own discretion through Automated Customer Self-Service System, applying to Contact Center or by sending a written request to Sales and Service Center.

4.6.8. Provide information and directory services of proper quality to Customers in accordance with the applicable laws on telecommunications.

4.7. Operator is entitled to:

4.7.1. Suspend Telecommunication Services in case:

4.7.1.1. Customer violates the terms of these Rules, including:

• breach of obligations to pay for Telecommunication Services, including if the non-payment occurred due to failure to deliver the invoice, because Customer had provided wrong bank details and/or personal data;
• breach of obligation to pay a penalty;
• use of Customer’s Devices that are defective, impair working conditions of other Customers, or do not meet the requirements set by Operator in respect of Customer’s Devices.
• if Customer Account balance becomes insufficient to cover the payment for Telecommunication Services under Service Plan of Customer’s choice, or under other terms, provided by Service Plan. The right to use Telecommunication Services shall be resumed after Customer Account is replenished with a sufficient amount to write off a respective payment for Telecommunication Services in accordance with the chosen Service Plan.

4.7.1.2. Infliction of harm by Customer to other Customers and/or third parties using Telecommunication Services and Additional Services, including spreading of malware, viruses, and utilizing Operator Network resources to commit unlawful acts; as well as the use of Operator Network without prior written consent of Operator to hold lotteries, votes, contests, quizzes, advertising, surveys, installation of gateways for access to fixed-line networks and Internet telephony, or other actions that lead to malfunction of Operator’s communication equipment and devices; as well as for the time of a check-out until the circumstances are established in cases, where Operator has reasonable grounds to believe that Customer has violated the requirements of Sections 4.7.1.1. and 4.7.1.2. of these Rules.

4.7.1.3. Violation by Customer of the requirements provided for in these Rules, the Federal Law «On Communications», Rules of Telematic Communication Services, Rules of Data Transmission Communication Services, other Russian laws and regulations.

4.7.1.4. Detection of identification data incorrectly filled by Customer (section 4.8.7.).

4.7.2. Unilaterally withdraw from provision of Telecommunications Services in case of failure by Customer to eliminate any violations of these Rules, or requirements of the applicable Russian laws within six (6) calendar months after a written notice to Customer on suspension of Telecommunication Services, as well as when:

4.7.2.1. provision of Telecommunication Services may pose a threat to state defense and security, or human health and safety;

4.7.2.2. Telecommunication Services cannot be rendered due to any physical, topographical or other natural obstructions;

4.7.2.3. Customer does not agree to the Terms of Service under these Rules without a valid reason;

4.7.2.4. Customer fails to make timely payments for Services rendered;

4.7.2.5. Customer uses or intends to use Telecommunication Services for any unlawful purposes, or receives a Telecommunication Service in an illegal manner.

4.7.3. Operator is entitled to temporarily limit the total bandwidth of Customers, using Operator Network resources for access to peer-to-peer file-sharing networks (including BitTorrent, etc.), if such use results in increased traffic and lowers overall bandwidth for other Customers of Operator.

4.7.4. Operator is entitled to use Customer’s phone number and e-mail address to send SMS and electronic messages of informational nature. Customer, by accepting these Rules, agrees with Operator’s right to send the said messages during the entire term of Telecommunication Services.

4.8. Customer shall:

4.8.1. Timely and fully pay for Telecommunication Services and/or Additional Services ordered from Operator, in accordance with Service Plans, the price of Additional Services, and the payment method (pre-payment or advance).

4.8.2. If Customer’s Device(s) is lost, proceed to disconnect the lost device from his Customer Account through Automated Customer Self-Service System, or notify Operator immediately by contacting Contact Center.

4.8.3. Pay for Telecommunication Services, as well as Additional Services rendered by Operator and received using the lost Customer’s Device(s) until such Device(s) is disconnected.

If Customer left the territory of Coverage, Customer shall have the right to suspend the use of Telecommunication Services in the manner required by these Rules (section 4.9.3). If Customer failed to suspend the use of Telecommunication Services he shall be responsible for the payment of subscription fee charged to him over the period when he was outside Coverage.

4.8.4. Within sixty (60) calendar days, inform Operator of the changes in personal data and other details, provided during registration of Customer’s Devices in Automated Customer Self-Service System.

4.8.5. When using Telecommunication Services, comply with applicable laws of the Russian Federation, including the laws governing matters associated with information and copyrights.

4.8.6. Not disclose any information on Username, Password, Answer to the Security Question, Card/Account Number and other information, enabling access to Automated Customer Self-Service System, to any third party. Customer bears all risks associated with the possible intentional use by a third party of Username, Password, Answer to the Security Question, Card/Account Number in the event of improper storage by Customer.

4.8.7. When registering as a Customer, specify the exact identification data requested, including:

• For individuals and individual entrepreneurs: family name, name and patronymic name, place of residence, type and details of the main identity document. For individual entrepreneurs additionally — the date and place of state registration as an individual entrepreneur, and the primary state registration number (OGRN).
• For legal entities — name (company name) of the legal entity, its registered address, date and place of state registration, OGRN.

4.8.8. Take Independent action to protect his/her Customer’s Devices from malicious computer programs, mass mailings, spam.

4.9. Customer is entitled to:

4.9.1. Change the mix of Telecommunication Services and Additional Services provided to Customer by Operator by means of activating/ deactivating Telecommunication Services and Additional Services through Automated Customer Self-Service System, or by sending a written request to Sales and Service Center.

4.9.2. Cancel the Telecommunication Services and/or all or part of the Additional Services by deactivating them through Automated Customer Self-Service System, or by sending a written request to Sales and Service Center. In case Customer intends to fully withdraw from Telecommunication Services provided by Operator, such a withdrawal shall be implemented only by means of sending to Automated Customer Self-Service System of a written application in the format, specified by Operator.

4.9.3. Suspend the use of Telecommunication Services by following a respective procedure in Automated Customer Self-Service System, or by executing a written request to Sales and Service Center.

4.9.4. Resume the use of Telecommunication Services at any time by activating them through Automated Customer Self-Service System.

4.10. In use of Telecommunication Services and Additional Services it is PROHIBITED to:

4.10.1. Access Internet using hardware and software, which are not properly certified in the Russian Federation and may impair performance of Operator Network.

4.10.2. Send over the Internet or publish on the Internet any information that is in violation of the Russian laws, regulations of local government, or principles and rules of international law, as well as information that violates legitimate rights and interests of third parties.

4.10.3. Use Internet to distribute materials that offend human dignity, for the promotion of violence, stirring up racial or national hatred, or for purposes of vandalism or fraud.

4.10.4. Post, transmit, request and use any information or software, of which it is known that it contains viruses or other harmful software components, including «crack» programs and «Trojan horses», allowing obtaining somebody else’s passwords or causing any harm to other network users.

4.10.5. Send, publish, transmit, reproduce and distribute in any way by means of Telecommunication Services or Additional Services any software or other materials, which are protected by copyrights and other rights in whole or in part, without the author’s consent.

4.10.6. Use Internet access made available by Operator in order to steal, copy, reproduce, or distribute various media content, copyrights, neighboring rights and other property rights, which belong to Operator and/or any third party, including for purpose of unlawfully obtaining, copying, reproducing, printing and distributing audio-visual, photographic (graphic) or literary and artistic works;

4.10.7. Use access to Internet and other networks to create or participate in the network noise (spam). Spam is defined as follows:

• mass mailing exceeding 10 Kb and/or containing attached files, as well as emails of smaller size, provided that such unauthorized distribution generates complaints. The mass mailing is understood both as sending messages to multiple recipients, and sending multiple messages to one recipient;
• unauthorized delivery of advertising or promotional emails, as well as messages containing rude and offensive language;
• distribution of information to the recipients, who previously stated express unwillingness to receive such information;
• use of personal or provided information resources (mailboxes, e-mail addresses, WWW pages, etc.) as contact details in any of the abovementioned activities, regardless of what network address was used to commit these acts;
• use of non-existent return e-mail addresses when sending messages via email or to conferences and forums, unless the recipients or owners (managers) of such conferences or forums allow anonymous senders.

4.10.8. Attempt unauthorized access to resources on the Internet or other networks, perform and participate in the network attacks and network hacking, spread viruses. These actions are defined as follows:

• use against computers or equipment of the Internet and other networks special means for disruption of network elements that do not belong to Customer;
• use against computers or equipment of the Internet and other networks special means, which enable unauthorized access to such computers or equipment, as well as the subsequent use of such access;
• transfer to computers or equipment of the Internet and other networks meaningless or useless information, creating parasitic load on such computers or equipment, as well as intermediate sections of the network, in excess of the minimum necessary to verify network connectivity and accessibility of its individual components;
• destruction and modification of software or data not owned by the user, without consent of the owners or administrators of the software or data;
• falsification of your own IP address in data transmission via Internet;
• falsification of the user contract details submitted to the owners or administrator of the Internet or other network resources;
• use of pseudonyms and anonymity, except when the terms of use of the respective resources on the Internet or other networks allow such anonymity.

4.10.9. Use Customers personal access devices (providing technical feasibility of simultaneous network access for one Customer) to organize local (home) networks, and connect non-Customers to the network in violation of the terms of service, established by these Rules (Section 4).

Notes:

1) Operator reserves the right of «fan-out» (mass) mailing related to execution of these Rules.

2) «Fan-out» (mass) mailing is understood as sending simultaneously to two (2) or more addresses messages for which Operator does not have a consent of the owners of these addresses (this restriction in no way applies to electronic subscription system).

3) Operator shall use its best efforts to prevent unauthorized blanket mailing by third parties.

4) In case of actions specified in section 4.5 hereof, Operator reserves the right to suspend Telecommunication Services until investigation is completed and causes eliminated.

5. SETTLEMENT PROCEDURE

5.1. Cost of Telecommunication Services is set in Russian rubles as per Service Plans and includes any taxes and fees applicable at the time of these Rules, and those which may be introduced during the validity period of these Rules. Service Plans are published on the Official Website and are an integral part of these Rules. The cost of Additional Services is set in Russian rubles and includes all taxes and fees applicable at the time of these Rules, and those which may be introduced during the validity period of these Rules. The cost of Additional Services is available on the Official Website and is an integral part of these Rules.

Selection of Service Plan for each Customer’s Device shall be made by Customer independently in the SelfCare section. SelfCare section allows access to information on the fact of connection of Customer’s Device to a specific Service Plan.

5.2. Operator shall be entitled to unilaterally change the rates of Service Plans or impose additional rates and change cost of Additional Services, as well as modify these Rules, upon notice given to Customers not less than ten (10) calendar days prior to effecting such changes, by posting an appropriate message on the Official Website. The date of notice is the date when the relevant information is published on the Official Website (hereinafter — «Notice Date»). Should Customer disagree with such changes, he or she is entitled not to accept the changes by discontinuing the use of Telecommunications Services or Additional Services prior to the date, when the changes take effect. Continued use of Telecommunications Services or Additional Services after such date shall be deemed to constitute Customer’s consent to the changes.

5.3. Operator charges a subscription fee, i.e., the amount of Customer’s payment for a specified subscriber’s billing period is a fixed value and does not depend on the volume of consumed Telecommunication Services. Telecommunications Services are provided on a pre-paid basis (advance payment method), as well as on deferred payment terms (credit method of settlement).

• Advance method of payment is used for individuals and for legal entities and individual entrepreneurs as provided for in the contract executed with Operator.
• Credit method of payment is used for legal entities and individual entrepreneurs as provided for in the contract executed with Operator.

5.4. In case of advance payment, Customer makes an advance payment (deposit) in the amount prescribed by Service Plan, posted on the Official Website, to Customer Account, which Operator charges off for Telecommunication Services and Additional Services rendered. Cash is charged off Customer’s Account in payment for Services, in case of advance payment, prior to commencement of the relevant service.

The Customer shall have the right to claim a chargeback of the funds deposited on the personal account from the Operator, that have been deposited by the Customers as an advance payment. The claim is arranged as a written statement issued in a set form at the Operator’s Sales and Service Center and shall be settled within 14 calendar days from the date of submission.

In case of deferred payment, Customer pays for Services upon conclusion of the billing month subject to the written contract concluded with Operator.

In case of deferred payment, the cost of Telecommunication Services is determined based on the total number of connected devices within the period, at the end of the billing period, in accordance with Service Plan selected by Customer, and is calculated in proportion to the number of calendar days from the date of connection to Telecommunication services or the resumption of Telecommunications Services to the end of the respective billing period (unless Service Plan selected by Customer expressly requires otherwise).

Customer shall pay for Telecommunication Services for each Customer’s Device from the date of its connection, regardless of whether the Customer actually used Telecommunication Services during the month for which the payment is made. To stop charging of payment for Customer’s Device in the following subscriber’s billing period, Customer’s Device must be disconnected from Customer Account.

Payment for Telecommunication Services is made:

5.4.1. for individuals:

• by payment through Payment Terminals, with which Operator has a contract for service (the list of Payment Terminals is published on the Official Website). If a pre-payment is made through a Terminal, Customer must indicate the number of Connection Card and Customer Account for payment identification, or the mobile phone number provided by Customer during registration;
• by making a non-cash payment with Customer’s bank card. Regulations for bank card non-cash payments are available on the Official Website.
• by other methods, specified on the Official Website.

5.4.2. for legal entities and individual entrepreneurs:

• by making a non-cash payment via bank transfer to the account of Operator.

Bank details for non-cash payments (Operator’s current account):
Recipient of payment: Scartel LLC
INN No. 7701725181
KPP 770801001
Account 40702810100000000867
At: JSCB Baltic Development Bank
Bank address: 121099, Moscow, 1st Nikoloschepovsky Pereulok, 6 Block 1
Correspondence account 30101810500000000769
BIK 044583769

5.5. Telecommunication Services are deemed to be paid for:

5.5.1. With regard to cash payments — on the date when the information on the effected payment is received by Operator’s Billing System;

5.5.2. With regard to non-cash payments — on the date when the payment is received on Operator’s Account.

5.6. Change of Service Plan for individual Customers

5.6.1. Change of Service Plan can be carried out by the Customer (an individual) in his/her Account at any time by performing certain actions. The change of Service Plan is free if charge. Transfer to the new Service Plan takes place at the moment is it changed in Customer’s Account.

5.6.2. The paid period changes with the change of Service Plan. Duration of the paid period is reduced or increased based on the fees applied to the terms of the new Service Plan chosen by the Customer and the amount of funds debited at the beginning of the paid period.

The Customer can change the current Service Plan of «30 days at the maximum speed for 1400 rub.» with active options «Half a year at the maximum speed for 5400 rub.» and «Year at the maximum speed for 9000 rub.», as well as activate these options, while having the Service Plan of «30 days at the maximum speed for 1400 rub.». If the balance debited from the Customer’s account and the unexpended funds are insufficient to activate the selected options, the Customer can forward a withdrawal order to the Operator for debiting of the missing funds from the Customer’s personal account.

Change of Service Plan «30 days at the maximum speed for 1400 rub.» with «Half a year at the maximum speed for 5400 rub.» and «Year at the maximum speed for 9000 rub.» options for other Service Plans can be administered via Customer’s Account. The paid period for the new Service Plan selected by the Customer is calculated based on the fees of the New Service Plan and the account balance of the Customer’s funds, as defined in accordance with the terms of the option.

5.7. Invoices shall be delivered to an individual Customer upon his/her written request, to the email address specified during registration. Also, individual Customers may collect invoices at Sales and Service Centers.

Invoices shall be delivered to legal entity or individual entrepreneur Customers — upon their written request, to their address, specified in the contract with Operator.

The billing period for providing the Customer with a bill shall be equal to one calendar month (from the first to the last date of a month).

5.8. Bank details for transfer of payments for Telecommunication Services are available on the Official Website.

5.9. To use Telecommunication Services and Additional Services with advance method of payment, Customers must maintain a positive balance on their Accounts, including, in accordance with terms of Service Plan of Customers’ choice. Customer shall, replenish the balance of his/her Account as per the terms of Service Plan, pay for Telecommunication Services, including the use of such Services by third parties who use Customer’s identification data (Username, Password, Card/Account Number and/or Answer to the Security Question). The amounts transferred by Customer shall be used to pay for Telecommunication Services and Additional Services ordered by Customer subject to all provisions of these Rules.

5.10. Information on payments made as a pre-payment for Telecommunication Services is reflected in Automated Customer Self-Service System accessible through SelfCare section on the Official Website. Customer agrees to regularly check his/her Account for timely receipt of current information.

5.11. When the payment is received, Operator is entitled to settle Customer’s liabilities in the following order: penalties, Telecommunication Services payment arrears, and Additional Services payment arrears. Amount remaining after settlement of all penalties and arrears shall be carried over as an advance payment for Telecommunication Services.

5.12. Customer shall not be entitled to refuse payment for Telecommunication Services and Additional Services due to the admission of third parties to use of Customer’s Devices.

5.13. If Customer pays an amount exceeding the cost of Telecommunication Services and Additional Services rendered, the excess amount is not refundable to Customer, and shall be carried over as a payment for Telecommunication Services and Additional Services in the next billing periods.

5.14. In case of termination of Telecommunication Services, the Parties shall settle all respective liabilities. Should Customer cancel Telecommunication Services (part of Telecommunication Services) the refund of funds shall be made less the cost of Telecommunication Services rendered to Customer. The subscription fee refund amount shall be made in proportion to the number of calendar days remaining from the date of Services cancellation (termination of Agreement) until the end of the respective subscriber’s billing period.

If Customer on pre-payment terms cancels Telecommunication Services, the subscription fee shall be charged in proportion to the number of days from the date of connection to Services or resumption of Services until the date of cancellation (termination of Agreement).

In case of Service cancellation (termination of Agreement), all monetary funds remaining on Customer Account after complete mutual settlement with Operator, shall be returned to Customer.

The following shall not be deemed to be Operator’s arrears and improper withholding of funds: any delayed repayment to Customer of the above-mentioned unused balance within two months from the date when Customer submits a duly executed written request to Operator, as well as failure to pay through Customer’s fault, in particular, due to incorrect bank details provided by Customer, failure to provide proper documentation to substantiate the legal succession, and in other cases prescribed by the applicable Russian laws.

If Customer has several Accounts in arrears, Operator has the right to retain the unused Customer’s funds to settle such arrears. In such cases the funds are returned in the amount remaining after repayment of all Customer’s arrears.

Subject to Customer’s initiative, if Customer wishes to continue using Telecommunication Services provided under a different contract (with a different Customer Account), Customer shall have the right, subject to Operator’s approval, to waive repayment of the unused funds by transferring them to a different existing Personal Account as a payment for Services under a different contract with Operator.

5.15. In the event of termination of Telecommunications Services the amounts not used as a payment for such Services are refunded by Operator:

5.15.1. To an individual Customer: based on his/her written request (written request of an authorized representative of the individual) submitted at Customer Sales and Service Centers. If the individual Customer has provided his/her bank card details to Operator, such unused payment refund in the event of the Service termination can be made to such card;

5.15.2. To a legal entity Customer: in Rubles to the account specified by Customer in the relevant request. Refund of funds shall be made to the legal entity Customer based on termination agreement signed on behalf of Customer by a duly authorized person.

6. SUPPORT SERVICE (Contact Center)

6.1. At the time of registration in Automated Customer Self-Service System, Customer must register the Security Question and Answer thereto.

6.2. Service shall be provided to Customers in Contact Center subject to the Answer to the Security Question. If the Answer is incorrect or not given at all, Customer will be denied services at Contact Center requiring identification.

6.3. Customer may apply to Contact Center in the following cases:

6.3.1. recovery of Password;

6.3.2. activation/deactivation of Additional Services (except for complete termination of Telecommunication Services);

6.3.3. disconnection of Customer’s Devices (except for complete termination of Telecommunication Services due to disconnection of all Customer’s Devices);

6.3.4. suspension/resumption of Telecommunication Services;

6.4. Within the scope of Telecommunication Services, Operator also provides Customer with any telephone consultations and e-mail advice on the issues related to Telecommunication Services rendered by Operator, and service provided by Customer Support Service over Contact Center phones, posted on the Official Website. Working hours of Customer Support Services is available on the Official Website. Scope of consultations is limited to specific questions related to Telecommunication Services and Additional Services.

6.5. In case of emergency, poor quality or interruptions in Telecommunications Services Customer may notify thereof over the telephone number of Contact Center, available on the Official Website, within the time limits specified on the same page.

7. LIABILITY

7.1. Operator shall be liable to Customer for failure to perform or improper performance of obligations in cases expressly stipulated by the Russian law.

7.2. Operator shall not be liable for the content of information transmitted (received) by Customer when using Telecommunication Services.

7.3. Customer shall be liable to Operator in the following cases:

7.3.1. Failure to pay, incomplete or untimely payment for Telecommunication Services and/or Additional Services;

7.3.2. Abuse by Customer of the equipment and Customer Self-Service Automated System.

7.3.3. Violation of the prohibition to connect non-conforming Customer equipment and data terminal equipment.

7.3.4. Actions that result in malfunction of Operator’s communication facilities and Communication Network.

7.4. Customer and Operator are exempt from any liability for non-performance or improper performance of obligations, if they can prove that such failure or improper performance occurred due to force majeure.

7.5. All disputes and differences with regard to these Rules shall be settled in court at the location of Operator (unless the applicable laws otherwise require) in accordance with applicable laws of the Russian Federation.