Terms and conditions

Neqaty Program’s Terms and Conditions

• The Terms and Conditions set out below govern the relationship between Mobily and the Neqaty Program Members and are the basis of the Neqaty Reward Program. It is the responsibility of the Member to read and understand the Terms and Conditions.
• Upon subscription to a Mobily product and service, you are automatically registered in the program and may earn Neqaty points for qualified services with Mobily. All services for which you subscribe to in Neqaty, including earning and redeeming points for rewards, are deemed acceptance of these Terms and Conditions.
• The Terms and Conditions shall apply throughout your membership in Neqaty and Mobily reserves the right to modify them at any time.
• Reading this document and activating the account shall be tantamount to the express acceptance of the Terms and Conditions set forth therein; they shall also mean abiding by your duties and acquiring exclusive rights as a customer of Mobily.

 

Neqaty Program:

• Neqaty is Mobily’s Loyalty program which is designed to reward our valuable customers with Neqaty Points when using their postpaid or prepaid lines to either make calls, send SMSs, or when collecting points upon making a purchase at one of our trusted merchant partners’ locations across the Kingdom. 
• There are seventeen levels in the Neqaty Program where customers are upgraded based on their number of points; Levels 16 and 17 are only available to RAQI customers. The customer receives different rewards at each level, and the list of rewards for each level is available in the attached Neqaty Reward Table.

 

Membership

1.1. Registration

1.1.1 All Mobily customers are automatically registered with Neqaty Program (Individual Customers). The following rules apply to registration:

• All Mobily customers are citizens, residents, and visitors to the Kingdom of Saudi Arabia.
• Mobily customers with prepaid and postpaid packages, who have subscribed to at least one service and are responsible for the payment of financial dues.
• Neqaty Service is available only to Individual Customers. It is not available to companies and other entities classified as (Business Customers).

Mobily offers a Neqaty Point Program for Business Customers who acknowledge that they only enjoy the benefits of the Neqaty Program for their personal account as Individual Customers and shall be responsible for any violation thereof.

• Hajj and Umrah packages are excluded from Neqaty Program Membership.
• Fiberoptic and data customers are excluded from Neqaty Program Membership.

 

1.1.2 Each customer is entitled to one account in the Neqaty Program. The account must be registered in the customer's name.

 

1.1.3 The customer may not transfer, lease, or sublease his/her membership in Neqaty, and in the event that he/she requests to transfer the number to another operator, his/her membership in Neqaty will be forfeited as of the date of the transfer request and he/she will subsequently renounce the benefits of the program. He/she shall not claim any compensation from Mobily.

 

1.1.4 Membership in the Neqaty Program begins automatically after the service is activated electronically in Mobily systems.

 

1.1.5 Neqaty Membership is free.

 

2. Membership Cancellation

1.2.1 Your membership with Neqaty is subject to the Terms and Conditions, and "Mobily" will cancel your membership if you apply and confirm the cancellation request. Mobily reserves the right to terminate your membership immediately upon any breach of the Terms and Conditions. In addition, membership may be cancelled if you misuse Mobily services and Neqaty Membership in any of the following events:

• In the event of any fraudulent acts, any redemption of points made before or after the date of fraud will be subject to review and possible cancellation.
• In the event that all Mobily services for individuals are cancelled or not used for six consecutive months.
• In the event of the member's death, all Neqaty points in the Neqaty account will be cancelled. However, Mobily has the right, according to its sole discretion and the relevant regulations, to return Neqaty points to the heirs, provided that the number is transferred to the name of one of the heirs with the consent of the others. In all cases, the service and all points of my Neqaty Program shall be terminated (30) days after the date of notification or knowledge of death by Mobily, and if the heirs do not specify their position.

 

1.2.2. Once your Neqaty account is terminated, we regret that you will not be able to recover your account under any circumstances. If you are invited to re-register in anyway, you will be assigned a new membership account.

 

1.2.3. If a Neqaty customer faces a legal action through the Mobily Credit Control Department, the credit control process will be carried out according to the approved procedures, and if the service is closed, the customer will lose his/her Neqaty points.

 

2. Personal data

2.1. The Neqaty Program will contact you to provide promotional offers and inform you of the points that will expire, via SMSs, Mobily App (if available) in addition to the email address provided.

 

2.2. Information about the services you purchase from Mobily will not be passed on to any participating partner company except as required to operate the Neqaty Reward Program.

 

3.2. The participating company that redeems your points for your reward/offer through which you redeem your points may use information about the specific goods or services that you purchase therefrom to market them to you and may do so even if you leave the Mobily Neqaty Program.

 

3. Points Validity

3.1. Neqaty points expire 18 months after the date they are earned.

 

3.2. Your Neqaty points expire at the end of the month when 18 months have passed from the date they are earned. You will receive a reminder on your mobile phone number linked to your Neqaty Account, one week before the end of the month in which your Neqaty points expire.

 

3.3. You will be notified by SMS of the total number of points that are about to expire and their expiry date.

 

3.4. Expired points will be removed from your Neqaty Account on the first day of each month.

 

3.5. Neqaty points cannot be re-credited once they expire and are removed from your Neqaty Account.

 

3.6. In Neqatona Service, if the Main Service Number is canceled from the Mobily network, the points credit in Neqatona Service for all numbers used under the same ID number will be canceled. For more information, please visit Neqatona Link here.

 

4. Redeem your Neqaty Points

4.1. Rewards provided by Mobily and Neqaty Partners are redeemable through the Mobily Website, Mobily App, Interactive Phone, and Code Call. Neqaty members can also redeem points at Neqaty Partners or through Mobily branches.

 

4.2. You can redeem your Neqaty points for Mobily services or get discounts or full payments at Neqaty Partners or Mobily branches to purchase a product or benefit from a service.

 

4.3. When a Neqaty customer registers all his/her mobile numbers under one ID number (using Neqatona Service), all mobile numbers may have access to the Joint Neqatona Account and may redeem the points individually. For more information, please visit the link here.

 

4.4. The customer shall be responsible for all redemptions made, regardless of the channel used for the redemption.

 

4.5. Neqaty points redeemed for Mobily services cannot be canceled once issued, otherwise redemption through Neqaty Partners may be canceled or refunded according to the Partner’s Internal Policy.

 

4.6. The credit obtained from redeeming points cannot be transferred.

 

4.7. You cannot collect Neqaty points from using the free credit earned by redeeming Neqaty points.

 

4.8. If the customer intends to purchase a product/obtain a service from a Neqaty Partner or through a Mobily branch for an amount less than the amount of the reward he/she redeemed, no cash amounts will be returned to the customer.

 

4.9. The minimum amount for redeeming points for Mobily rewards is 100 points, and the minimum amount for redeeming with Mobily partners is 3000 points.

 

4.10. The customer can redeem points once a month, with the exception of RAQI customers who can redeem their points more than once.

 

4.11. Points cannot be redeemed if the customer's line is fully disconnected.

 

4.12. Points can be redeemed by bill discount only if the customer’s line is partially disconnected.

 

5. Earning Neqaty Points

5.1. Points will be calculated on the basis of one point for every SR 1 spent by the customer when paying the postpaid line bill or when making calls or sending SMSs on prepaid lines, not including prepaid packages.

 

5.2. The customer will earn Neqaty points when shopping at one of the Neqaty Partners according to the earning rate agreed upon with the partners and posted on the Mobily website, provided that the customer requests to add the points from the customer service officer of the Neqaty Partner.

 

5.3. The customer's line must be active in order to collect points.

 

5.4. When a Neqaty customer registers all his/her mobile numbers under one ID number (using Neqatona Service), all mobile numbers can have access to the Joint Neqatona Account and are entitled to collect points on Neqatona Account.

 

6. Neqaty Partners

6.1. Agreements between Mobily and Neqaty Partners may be terminated, rescinded or amended; In this case, the customer's points will not be affected and can be used at any other Partner in the Neqaty Program.

 

6.2. The provisions for the supply of Products and Services through the Partner are subject to Mobily's Partner Policy in the Neqaty Program.

 

6.3. Earning points with Neqaty Partners is subject to the terms of earning, services and products listed by the Partners.

 

6.4. Points can be transferred to Neqaty from some of the Neqaty Partners Loyalty Programs (such as transferring from the National Bank Reward Program) at a rate determined by Mobily (as specified in Mobily's communication channels).

 

6.5. Each time you redeem points for rewards with Neqaty Partners for a service or product, the number of points in your Neqaty credit will be adjusted after redemption.

 

6.6. During the promotional offers carried out by Neqaty Partners, earning, and redeeming points will be at the disposal of the partners according to their own discretion and not at Mobily's disposal.

 

7. Fraud

7.1. If fraud is suspected, your account will be monitored.

 

7.2. After monitoring and if fraudulent activity is found, your account will be blocked.

 

7.3. Mobily may act in accordance with its own Terms and Conditions and relevant regulations, depending on the severity of the fraud and damages.

 

7.4. If necessary, Neqaty Partners will assume joint responsibility for investigating fraud and will be held liable if the fraud is their own or their employees’.

 

7.5. Mobily reserves the right to suspend Neqaty accounts to complete an investigation and if there is any suspicion of fraudulent activity. Upon completion of the investigation, Mobily reserves the right to withhold the allocation of any Neqaty points. These cases will be dealt with separately in accordance with the relevant regulations.

 

8. How to access Neqaty

8.1. Accessing Mobily website, Mobily App, Interactive Phone, or Code Call to obtain information on Neqaty or conducting transactions related to Neqaty shall be subject to Mobily’s Terms and Conditions.

 

8.2. Neqaty pages on Mobily website/Mobily App may contain links to sites and/or services owned and/or operated by Neqaty Partners and/or third parties. These services are provided for your convenience. Mobily assumes no responsibility and makes no warranties with respect to such websites and is not responsible for their content.

 

8.3. Due to the nature of the Internet, Mobily does not always promise full and error-free operation of the Mobily Website or App.

 

9. Account Monitoring

9.1. Mobily has the right to audit or monitor any or all Neqaty accounts in the program at any time and without notifying the customer to ensure compliance with the rules of the program.

 

9.2. If discrepancies or irregularities are revealed during the monitoring phase, the processing of Neqaty Rewards may be delayed until the discrepancies are resolved to Mobily's satisfaction.

 

10. Neqaty Reward Program Modification or Termination

10.1. Mobily has the right to modify the Terms and Conditions of the Neqaty Program, in whole or in part, at any time, and we will make all possible efforts to notify you in advance of the changes in accordance with the relevant regulations. In all cases, the customer is not entitled to any compensation, and the updated Terms and Conditions supersede all previously published Terms and Conditions.

 

10.2. As the owner of the Neqaty Program, Mobily has the right to terminate or suspend the Neqaty Reward Program at any time, and you will be notified in advance of the termination or suspension of the Neqaty Reward Program.

 

11. Governing Law

11.1. These Terms and Conditions and the relationship between Mobily and each Neqaty Member shall be governed by the Saudi regulations and applicable laws in the Kingdom of Saudi Arabia. By joining the program, you agree to be subject to the competent authorities in the Kingdom of Saudi Arabia.