Mobile service agreement

The cellular services are provided by Neptucom Ltd., Company No. 516507423 (hereinafter: "the Company" or "Neptucom"). The Company operates under the general licence for the provision of telecommunications (Bezeq) services granted to it on 22.2.2023, as updated from time to time, and in accordance with every registration, permit, regulatory directive and law applicable to it.

The Company provides cellular communication services in Israel and abroad, among other things by means of a physical SIM card and an eSIM profile, in accordance with the plan chosen by the Subscriber, the plan's key terms and the availability of the services.

This document forms an integral part of the engagement agreement between the Company and the Subscriber. The engagement documents may include, as the case may be:

1. the sign-up form or service request;
2. the plan's key terms, the plan and tariff details and the transaction summary;
3. a form for selecting, opening or blocking services;
4. specific terms for a plan, promotion or benefit;
5. the Company's price list and tariff schedule;
6. the Privacy Policy, the cancellation policy and any other document provided to the Subscriber in connection with the service.

By signing the engagement documents, by digital approval, by activating the line or by using the services, the Subscriber confirms that they have read and understood the terms applicable to the service.

In the event of a conflict, the following order of precedence shall apply: a mandatory provision of law, of the licence or of a directive of a competent authority; then the plan's key terms, the transaction summary and the specific plan terms with regard to the specific commercial and technical details; and then these general terms. A specific term does not derogate from a right that cannot be contracted out of under law.

The Company may offer, change, add or discontinue plans and services, subject to law and to advance notice where required. There is no undertaking that any plan or benefit will continue to be offered to new subscribers.

The headings are for convenience only. The singular includes the plural and vice versa, and the masculine includes every gender.

"Subscriber", "Customer" or "you" – a private individual or a corporation that has entered into an engagement with the Company in order to receive a service, as well as anyone lawfully acting on their behalf.

"Line Holder" or "Registered Subscriber" – the person or corporation in whose name the line is registered in the engagement documents and in the Company's systems.

"Payment Method Holder" – the person or corporation that owns the payment method provided for charging, whether or not they are the Line Holder.

"Company Website" or "Website" – the Company's website at www.neptucom.com.

"Licence" – the Company's general licence for the provision of telecommunications (Bezeq) services, as updated from time to time.

"System" or "Network" – the systems, equipment, infrastructure and links through which the services are provided, including host networks and third-party providers.

"Host Network" – a cellular network of another operator through which services are provided to the Company's customers.

"Services" – all communication services, products and add-ons ordered from the Company by the Subscriber or by anyone authorised on their behalf.

"Plan" or "Tariff Plan" – the set of services, allowances, terms and tariffs chosen by the Subscriber and specified in the plan's key terms, in the transaction summary or in another specific document.

"Tariff Schedule" or "Price List" – the Company's tariffs as presented to the Subscriber and updated from time to time, subject to law.

"Fixed Payments" – payments that are not conditional on actual use, such as monthly subscription fees or a fixed payment for a service package.

"Data Services" – cellular data communication using various technologies.

"Call" – voice communication, including a call to an electronic system such as voicemail or a call-routing system.

"On-Net Call" – a call that originates on the Company's network and is destined for a subscriber on the Company's network.

"Call in Israel" – an on-net call or a call to another communications network in Israel.

"Call to Another Network" – a call destined for a subscriber of another communications operator in Israel.

"International Call" – a call from Israel to a number outside Israel using an international dialling prefix or service, in accordance with the plan and the price list.

"Roaming Abroad" – use of cellular services outside Israel through a local or international operator.

"Special Payments" – charges for premium services, information and content, games, interactive services, special numbers or any service with a special tariff.

"Overage" – use beyond the allowance included in the plan. As a rule, the Company's plans do not allow automatic paid overage unless otherwise presented to the Subscriber and the Subscriber has expressly approved it.

"Use Abroad" – actual use outside Israel of a service included in the plan, as detailed in section 23 below; receiving SMS only is not considered use that triggers the minimum price terms.

Services in Israel are provided through a host cellular network of Partner Communications Ltd. or Pelephone Communications Ltd., according to the line's assignment, the type of service, the plan, technological availability and the Company's operational arrangements.

The Company may, subject to law and the Licence, assign the line to another host network or transfer it between host networks, where this is required for providing the service, handling a fault, improving the service, a technological change, a change in an agreement with a provider or another operational need.

Roaming services abroad are provided through local and international communications operators and through additional infrastructure and technology providers.

The Subscriber shall contact Neptucom regarding any matter relating to the line or the service, and not the host network or a foreign operator directly, unless the Company has instructed otherwise.

Responsibility towards the Subscriber for providing the service lies with Neptucom, subject to law, the Licence, the engagement documents, the dependence on networks and third-party providers, and the limitations set out in this document.

The mere provision of a payment method or payment of the bill does not grant the Payment Method Holder ownership of the line, authorisation to perform actions on the line, or a right to receive information concerning the Subscriber and their usage.

Information concerning the line, including the Subscriber's details, the engagement documents, call, data and text message records, faults, and actions and changes made on the line, will be provided only:

1. to the Registered Subscriber;
2. to a person expressly and appropriately authorised by them;
3. to a lawful guardian, attorney-in-fact or authorised representative;
4. to a party to whom the Company is permitted or required by law to provide information.

The Company may provide the Payment Method Holder with limited information needed to look into a charge made to their payment method, such as the amount of the charge, the date of the charge and the identity of the charging company, without providing information about the line's usage or personal information that is not needed for the inquiry.

The Payment Method Holder may notify the Company that they withdraw their consent to the continued charging of the payment method they own. The Company may identify them and verify their request before removing the payment method.

Cancellation of the charge authorisation, or blocking, replacing or removing the card, does not constitute a request to disconnect the line and does not in itself terminate the engagement between the Company and the Subscriber.

After the payment method is removed, the Subscriber will be required to provide an alternative payment method within the time limit given to them. Failure to provide an alternative payment method or failure to pay a debt may lead to restriction or disconnection of the service, subject to law and to the required warnings.

A Payment Method Holder who wishes to receive information, change plan, replace a SIM or eSIM, port the number, disconnect the line or perform any other action on behalf of the Subscriber will be required to present an express and appropriate authorisation and to undergo an identification and verification process.

The Subscriber is responsible for use of the line made by them or by anyone they have allowed to use the line, subject to law.

Purchasing a new line, allocating a number, signing up through number porting, change of ownership, replacing a SIM or eSIM, restoring access or performing another material action on the line are subject to completion of an identification and verification process.

The Company is not obliged to activate a line, complete number porting or perform a material action before the identification and verification process has been completed to its reasonable satisfaction and in accordance with the law, the Licence and its information security and fraud prevention procedures.

For the purpose of identification and verification, the Company may require, according to the type of action and to the extent necessary:

1. full name, ID number, passport or other identifying document;
2. a copy of a valid identifying document, date of birth and additional identifying details;
3. residential or delivery address, telephone number and email address;
4. a selfie, facial photo or other means of comparison, to the extent required and permitted;
5. a one-time verification code, verification questions or an identification call;
6. details relating to an existing line when porting;
7. a payment method or proof that the person requesting the service is authorised to use it;
8. authorisation to act on behalf of another person or a corporation;
9. any additional detail or document reasonably required to prevent impersonation or fraud and to comply with legal requirements.

Where a copy of an ID card is required, the Company will collect and retain only the information necessary for identification, providing the service, preventing fraud, handling disputes and fulfilling obligations under law. Where no additional details are needed, it will be possible to make do with the front side of the card or to allow details that are not needed to be blacked out, in accordance with procedures and the law.

Remote sign-up may include uploading a document, a selfie or a short video, a verification code, comparison of details, an identification call, verification questions or the use of an external provider specialising in identity verification.

If a mismatch is found, the document is unclear or not valid, the applicant cannot be verified, or there is a reasonable concern of impersonation, identity theft, unauthorised use or fraud, the Company may request additional information, delay activation or porting, require additional verification, cancel a request, restrict an action or act in accordance with a directive of a competent authority.

A copy of an identifying document or information collected for identification will not be used for any other purpose, unless this is required or permitted by law or appropriate consent has been obtained.

Anyone wishing to purchase a line or perform an action for another person, a business or a corporation will be required to present appropriate authorisation and the identification details of the Line Holder and of the party authorised to act on their behalf.

The Company may allocate to the Subscriber a telephone number from the pool of numbers available to it and does not undertake to allocate a specific number, unless expressly agreed.

The Company may change an allocated number where this is required for a technical, regulatory, operational or security reason, to prevent fraud, or in accordance with a directive of a competent authority. Upon termination of the engagement, the Company does not undertake to keep the allocated number.

A SIM card or eSIM profile is intended for personal, reasonable and lawful use by the Subscriber and by means of a compatible device. These provisions apply to any device or platform on which the SIM has been installed by the Subscriber or anyone on their behalf.

The card or profile must not be copied, duplicated, altered or tampered with, and must not be used to circumvent restrictions, blocks, security measures or tariffs.

The SIM is intended for use in devices approved for use in Israel and with the card that matches the device. The use of a cellular adapter, router or other equipment that is not approved for the plan is prohibited, unless the Company has approved it expressly and in advance.

Responsibility for safeguarding the SIM card, the eSIM profile, the device, the access codes and the personal account lies with the Subscriber. In the event of loss, theft or suspected unauthorised use, the Company must be notified without delay; the Subscriber may be liable for use made until the notice is given, subject to law.

Transferring an eSIM to another device, reinstalling it or issuing a replacement card may be subject to identification, to technical limitations and to a payment that will be presented in advance.

Provision of the service depends on a properly functioning device that supports the required technologies, frequencies and settings, including, among others:

1. 4G or 5G;
2. VoLTE;
3. international roaming;
4. eSIM, where an eSIM is used;
5. the frequencies of the host network and of the operators in the destination countries;
6. APN, mobile data and data roaming settings;
7. an up-to-date software version and carrier settings.

Not every device supports every service, network, technology or country. Even devices of the same model may operate differently due to the software version, region of manufacture or manufacturer and carrier settings.

The Company will assist, as far as possible, in checking compatibility and configuring the device, but does not undertake that every service will work on every device. Replacing the device with one that does not support the service, loss of the device or non-use does not automatically cancel the service; the responsibility for requesting a change or cancellation lies with the Subscriber.

A subscriber may sign up by porting an existing number in accordance with the law, the number portability rules, identification of the subscriber and completion of the required actions.

The person requesting porting declares that they hold the rights to the line or are lawfully authorised to act on behalf of the holder, and that there is no legal or contractual impediment to the porting. The Company may require appropriate confirmation from the holder of the rights to the line.

Completion of the porting may depend on the correctness of the details, matching identification data, the Line Holder's approval, the availability of the porting systems, the proper functioning of the SIM or eSIM, the cooperation of the releasing operator and the performance of actions required of the Subscriber.

A temporary interruption of service may occur during porting. Porting from another operator includes porting of the number only; the plan terms, benefits and agreements with the previous operator do not transfer with the number, and charges owed to it will be settled separately.

A debt or a financial dispute does not prevent the Subscriber from requesting porting out in accordance with the law. An outstanding balance or a valid charge will be settled separately and will not delay the porting.

For a new line, the date on which service and charging begin is the date of activation of the SIM or eSIM. For a line ported to the Company, the date on which service and charging begin is the date on which the porting was actually completed, unless otherwise set out in the transaction summary.

A fixed period of a promotion, discount or benefit will begin on the date set in its terms. If no other date has been set, it will begin on the date of the transaction, even if SIM activation, completion of porting or first use took place later.

Activation of the SIM, completion of porting or use of the subscription within 90 days of the transaction date is a material condition. If within this period the line is not activated, the porting is not completed and no use is made, the Company may cancel the transaction, disconnect an allocated number and release it for other use.

After the 90 days have elapsed, the customer may request to sign up again to a plan available at that time. The Company does not undertake that the previously allocated number will be available or that the transaction terms will be identical.

Upon activation of the line or completion of porting, the Subscriber will be charged the subscription fees according to the plan, a joining fee where applicable, the cost of a physical SIM and delivery where chosen, and any additional payment that was presented and approved.

The joining fee is a one-time payment in the amount presented to the Subscriber before approval of the transaction and specified in the plan's key terms or in the transaction summary. There may be plans or promotions in which no joining fee is charged.

As at the date this document was updated, a subscriber who chose a physical SIM will be charged ₪10 including VAT for the card and ₪29 including VAT for delivery. The Company may update these amounts; the binding price is the price presented before approval of the transaction.

In the event of cancellation not due to a defect, non-conformity, failure to deliver on time or a breach by the Company, and after delivery has already been made, the following provisions shall apply to the extent permitted by law:

1. the cost of the delivery made will not be refunded;
2. the Subscriber may return the SIM by registered mail at their own expense;
3. the refund for the SIM will be 95% of its price, i.e. ₪9.50 at the said price.

In the event of cancellation due to a defect, non-conformity, failure to deliver on time or a breach by the Company, no cancellation fee will be charged and the refund will be made in accordance with the law.

Nothing in this section derogates from a right of cancellation granted to a consumer under the Consumer Protection Law or under any other law.

Depending on the plan chosen, the service in Israel may include outgoing and incoming calls, sending and receiving SMS, mobile data, 4G and 5G, VoLTE, caller ID and ancillary services.

The scope of the services, the data volume, the call minutes allowance, the text message allowance, the terms of use and the tariffs are determined according to the plan and the transaction summary.

Receiving SMS in Israel is not limited in quantity, subject to the proper functioning of the service, coverage, the proper functioning of the device and limitations on the part of the sender and third-party providers.

The Company does not guarantee receipt of every text message from every sender. A text message may not be sent, may be delayed or may be blocked by a bank, an organisation, a verification system, an SMS provider, a fraud prevention mechanism or another external party.

The Subscriber may request blocking of receiving or sending SMS; however, such blocking will not affect the ability to send the Subscriber service messages, usage alerts and messages that the Company is required to deliver by law.

As a rule, the Company's plans do not allow automatic paid overage of the data, call or text message allowance, unless otherwise expressly presented to the Subscriber and the Subscriber has given appropriate consent.

Usage allowances in Israel, including the data, call and text message allowances included in the plan, are as a rule renewed on a uniform date: on the night between the first and second day of each calendar month. This date does not depend on the date the line was ported, the date it was activated or the monthly billing date.

In the local plans LocalWave and HoodWave, the service and allowances are intended for use in Israel only. All usage volumes and allowances included in these plans are renewed on the date stated in section 10.2, and an unused balance does not roll over to the following month, unless expressly provided otherwise in the plan's key terms.

Once the data or call allowance is used up, the service within the allowance may be blocked and renewed in the next cycle or after purchasing an add-on. Receiving calls and receiving SMS may continue to work depending on the type of service and the provisions of law.

The Company will endeavour to send usage notifications at the times and rates required by law and regulation, including a notification at around 80% usage where applicable. Usage notifications are an aid and the data in them may be an estimate only.

There may be delays in sending or receiving alerts due to dependence on the Company's systems, the host network, the device or a third-party provider. Not receiving a notification does not increase the allowance and does not grant a right to use beyond the allowance.

The Subscriber may purchase additional data in Israel in the quantity of their choice and with no minimum purchase quantity, subject to availability. As at the date of the update, the price of the data add-on is ₪1.80 including VAT for every 1GB; the binding price is the price presented and approved before the purchase.

The Subscriber will not be entitled to a credit or set-off merely because they did not fully use a plan or allowance, unless they have another right under law due to a defect, non-conformity or breach by the Company.

Fixed payments will be charged even when no actual use of the service has been made, as long as the line is active and the engagement has not been lawfully terminated.

The minutes allowance included in the plan does not apply to special prefixes, premium numbers, short or star numbers, collect calls, data call destinations or calls abroad, unless expressly provided otherwise in the plan.

A call from Israel to abroad or a service with a special tariff is not included in the plan, unless expressly defined as such.

For allowance or charging purposes, an outgoing SMS to another network may be counted even if it did not reach its destination or reached it only partially. Depending on the device, the length of the message and the type of characters, one message may be counted as several messages.

Call time is calculated in units of one second, unless a different charging unit was set in the plan's key terms or due to a limitation of an external network and this was presented to the Subscriber.

Data speed is neither fixed nor guaranteed. The actual speed depends on coverage, technology, frequencies, the device, load, location, the quality of the internet connection and third-party systems.

It is recommended to use a website filtering service to reduce the exposure of children and youth to harmful or inappropriate content. Use of the internet through the line is the Subscriber's responsibility, subject to law.

While the customer is in Israel, SMS messages and verification codes can be received from most bodies abroad. However, there may be certain bodies, including banks and financial institutions, from which it will not be possible to receive verification messages. Not receiving a message from a particular body as aforesaid will not be considered a service fault.

The service is provided in the coverage areas of Partner or Pelephone, according to the network to which the line is assigned. The Company does not undertake to provide full, continuous or identical coverage in every place, building, time or device.

The quality of reception and service may be affected by, among other things, geographical location and distance from an antenna, terrain and buildings, car parks and safe rooms (mamad), lifts and enclosed spaces, network load, weather, radio interference, maintenance, a network fault, the type of device, support for frequencies and VoLTE, switching between antennas, and security or regulatory restrictions.

An area covered by a particular technology is not necessarily covered to the same level by another technology, and the quality of service inside a building may differ from that outside the building in the same area.

There may be difficulty making or receiving a call, an uncompleted call, disconnection, variable audio quality, latency or difficulty switching between networks, antennas and technologies.

The Company will act to investigate and handle a fault in accordance with the law, the Licence and the technical capabilities available to it, but does not undertake to provide a fault-free service.

The Company may take reasonable measures for load management, network security, maintenance, fraud prevention and fault handling, provided that it acts in accordance with the law and in a manner that minimises the impact on the service as far as possible.

Depending on the plan chosen, the service abroad may include mobile data, outgoing and incoming calls, receiving SMS, calls via VoLTE, an alternative calling solution via Mobyx and an SMS-to-email service in the event of a fault.

Not every plan includes all the services. The data volume, call allowance, service validity, supported countries and dialling destinations are determined according to the plan and the transaction summary.

The abroad packages are marketed at a global price fixed in advance for each package. The price does not change merely because of moving between countries included in the package, provided that the use is made in a supported country and network, within the validity period, within the allowance and in accordance with the plan terms.

The term "global" is not an undertaking to provide service in every country in the world. The list of supported countries and networks is published on the Website and may be updated from time to time. In a country that is not supported, the service may be blocked or may not work.

The global price does not guarantee identical quality, speed, technology or coverage in all countries, and not every service available in Israel will be available abroad or with the same quality.

The data volume abroad, the manner of its allocation, its renewal date and its validity are determined according to the plan. A balance that is not defined as rollover expires in accordance with the plan terms.

In a plan that includes an annual data allowance abroad or a rollover mechanism for a period of 12 months, the annual entitlement period will be counted from the date the plan was activated on the line. At the end of 12 months the entitlement period will end, the balance subject to reset will be deleted, and a new entitlement period will begin in accordance with the plan terms. For example, a plan activated on 12 June 2026 will begin a new entitlement period on 12 June 2027.

In the SwellWave plan, or in any other plan defined as a rollover plan, 5GB is allocated each month for use abroad. Volume not used in a given month is added to the balance available in the following months, up to a ceiling of 12 consecutive months of rollover and up to 60GB.

Rollover in a rollover plan is carried out on a monthly basis. At the end of a rollover period of 12 months from the date the subscriber was assigned to the plan, the unused accumulated balance will be deleted and a new rollover period will begin in accordance with the monthly entitlement.

Rollover applies to data volume abroad only and does not include calls, text messages or other services. Entitlement to rollover is conditional on continued assignment to the plan and on keeping up with payments.

Once the data volume abroad is used up, data may be blocked to prevent unexpected charges. The Subscriber may purchase an add-on subject to availability and to the terms presented before the purchase.

Where the plan includes a calls package abroad, the minutes allowance includes outgoing calls made by regular dialling and incoming calls answered by the Subscriber. Incoming and outgoing calls will be deducted from the same allowance in accordance with the plan's charging unit.

An unanswered incoming call will not be deducted from the allowance, unless this results from the way an external network operates and this was presented to the Subscriber.

Outgoing calls will be possible only to countries and destinations included in the list of dialling destinations published on the Website or in My Account. Dialling a destination that is not included will be blocked, and the Subscriber will not be charged an overage tariff for a call not completed due to the block.

Unless expressly provided otherwise, the calls package does not include premium numbers, special or short numbers, numbers at an exceptional tariff, satellite numbers, content services, numbers blocked by a local operator or emergency services via Mobyx.

In countries and networks where VoLTE roaming is supported, calls may be made as regular cellular calls. Operation of the service depends on device support, VoLTE being enabled, support from the local network, roaming agreements, compatibility between the networks, the software version and the carrier settings.

Where there is no full VoLTE support or there is a limitation in the local infrastructure, there may be difficulty making or receiving calls, uncompleted calls, disconnections, latency, poor audio quality or unavailability.

Where there is a fault with calls abroad and after the support team has made a reasonable attempt to resolve it, the Company may make available to the Subscriber, at no additional charge, an alternative calling solution via the Mobyx app.

The service is VoIP-based and works via an internet connection. Where technically supported, it enables calls through a dedicated dialler, display of the original number on outgoing calls and receipt of calls to the original number.

Outgoing calls via Mobyx will be deducted from the call minutes allowance. Where Mobyx was activated as a solution due to a fault in regular calls, incoming calls through the app will be unlimited and will not be deducted from the allowance.

Use of Mobyx involves no additional payment; however, an outgoing call is subject to the existence of an active and available calls package.

Service quality depends on the quality of the mobile internet or Wi-Fi connection. There may be latency, disconnections, variable audio quality, blocking in a particular country or incompatibility with the device.

The service may not support premium numbers, special numbers, 1-800 numbers, numbers at an exceptional tariff and emergency numbers. Mobyx is not a substitute for emergency services; in an emergency, use the regular cellular dialler, the local emergency number or another available means.

Making Mobyx available is an alternative operational solution during the period in which the fault is being investigated and will be taken into account when considering how the matter is handled and the appropriate remedy, without derogating from the Subscriber's rights under law.

Receiving SMS abroad is not limited in quantity and does not reduce the data or call allowance, subject to the proper functioning of the service and to the limitations set out below.

The Company does not guarantee that every text message from every sender will be received. Text messages may not be received, may be delayed or may be blocked due to the policies of banks and financial bodies, verification systems, SMS providers, fraud prevention mechanisms, blocking of international text messages, the sender's configuration, a limitation of the local network, a fault at a third party or a government directive.

A bank or a secure organisation may not send SMS to a line that is roaming, even though the SMS receiving service is active. The Company is not responsible for a message not being sent by the sender or for blocking carried out before the message reached the systems of the Company or its providers.

Where there is a fault in receiving SMS abroad, the Company may activate, free of charge, a temporary service forwarding text messages to a verified email address.

Activation of SMS to email is subject to identification of the Subscriber, verification of the email address, technical feasibility, privacy and information security procedures, the type of text message, the sender's limitations and the provisions of law.

There is no undertaking that every text message will be forwarded to email, in particular if it did not reach the Company's systems or was blocked beforehand. The service is an alternative and temporary operational solution, and making it available will be taken into account when considering how the matter is handled and the remedy, without derogating from the Subscriber's rights.

The Company will send notifications about usage of the abroad package in accordance with the rates and times required by law and regulation, and it may send additional alerts, including at around 80% usage.

There may be delays in sending or receiving due to dependence on foreign operators, networks and third-party systems. Not receiving an alert does not change the allowance or the validity.

Subject to availability, the Subscriber may purchase in My Account additional data, call minutes, a validity extension or other add-ons. The price, allowance, validity and supported countries will be presented before approval.

The device may connect automatically to one of the available networks. In the event of difficulty, the Subscriber may be required to take reasonable actions according to the Company's instructions, including:

1. enabling data roaming;
2. restarting the device;
3. manual network selection or switching to another supported network;
4. changing the APN;
5. enabling VoLTE;
6. updating the software version;
7. resetting network settings.

Refusal to perform a reasonable technical action or to provide information required for the investigation may prevent the Company from completing the investigation or offering an appropriate solution.

The service abroad depends on local and international operators, their infrastructure, antennas, coverage, load, technology, the device and agreements with third-party providers. The Company does not operate the local antennas and cannot guarantee absolute availability, speed or continuity.

There may be no reception, reduced speed, disconnections or service interruption due to an infrastructure failure, load, terrain or weather conditions, maintenance, a power outage, a change in an agreement with an operator, government blocking, emergency regulations, war, terrorism, political instability, sanctions, a fault in an international network or an action of a third party.

In a country that is at war, in a state of emergency or under communication restrictions, the service may be partially or fully impaired.

The service is not a guaranteed alternative to a local subscription or a fixed line in a foreign country and is not necessarily intended for prolonged and permanent use in one country.

In the event of a fault, contact the support centre as soon as possible and provide reasonable information, including the country and location, the device model, the network to which the device is connected, a description of the fault and a screenshot or technical information as required.

The Subscriber must cooperate with reasonable technical instructions and allow reasonable time for investigation with foreign providers and operators.

The Company may offer an alternative solution, such as switching to another network, changing settings, Mobyx, SMS to email, replacing the SIM or eSIM, or an alternative technical solution. Making an alternative solution available will be taken into account when considering how the matter is handled and the remedy, but does not negate rights under law.

Charges for the services will be in accordance with the plan, the transaction summary, the price list and the add-ons approved by the Subscriber. A service, equipment or extension involving payment will not be activated without express consent, except in a case permitted by law.

The Company may update the tariff structure and the terms, type or scope of the service, including pricing a service or equipment previously provided free of charge, subject to law, the Licence and the giving of advance notice where required.

Unless expressly stated otherwise, benefits will not be combined. Where more than one benefit may apply, the manner of combination or the order of redemption will be in accordance with the specific terms, and the Subscriber will not be entitled to accumulation beyond the benefit approved.

A discount, benefit or plan for a fixed period will begin on the date set in its terms; if no other date has been set, it will begin on the date of the transaction even if the line was activated later.

The Subscriber may request to switch to another plan from among the available plans. The switch may take effect in the next cycle or on the date presented, and it may result in the cancellation of benefits, allowances or balances of the previous plan, to the extent that this was presented and is permitted by law.

If a service, destination, network or special payment is not included in the plan, an additional payment will apply only if this was presented to the Subscriber in advance and approved as required.

Fixed payments will be paid in each monthly billing cycle and will be charged even if no actual use was made, as long as the service is active.

The monthly service cycle of a line that joined through porting begins on the date on which the porting was actually completed. For a new line that was not ported, the service cycle begins on the date the line was activated, unless otherwise set out in the plan's key terms or in the transaction summary.

The scheduled monthly charge date on the payment method will, as a rule, be the calendar day following the start date of the service cycle, and it will fall on the same day each month. For example, if the porting was completed on 12 June 2026, the scheduled monthly charge date will be day 13 of each month. In a month in which the corresponding calendar day does not exist, the charge will be made on the last day of that month. The date on which the charge actually appears may vary due to the way the charge is processed by the credit card company, the bank or the clearing provider.

The monthly charge date does not determine the renewal date of the usage allowances. Usage allowances in Israel are renewed in accordance with section 10.2, and data allowances abroad are renewed or reset in accordance with section 14 and the plan terms.

If the engagement is terminated before the end of a billing cycle, a proportional charge will apply where the law or the Licence so requires. Insofar as the binding calculation mechanism so provides, the charge will be calculated according to the number of days of service or according to the extent of use, whichever is higher.

Certain charges, including charges originating from third-party providers, may appear on an invoice later than the usage cycle.

Prices presented to the consumer include VAT, unless lawfully stated otherwise. In a business engagement or where a price before VAT was presented, VAT and any tax or mandatory charge applicable by law will be added. A change in a tax rate is not considered a change in the Company's tariff.

At the time of the engagement, the Subscriber will provide a valid payment method. The Subscriber is responsible for updating personal and payment details and for replacing without delay a payment method that has been cancelled, restricted, replaced or does not allow collection.

The Company may require an alternative payment method as a condition for continuing the service where there are reasonable grounds to suspect difficulty in collection.

Subject to the authorisation given and to the law, the Company may charge a payment method provided and approved for the Subscriber's services, including a payment method already registered for another service of the same Subscriber.

The Subscriber may contact the Company regarding a charge they believe to be incorrect. The Company will examine the inquiry and respond in accordance with the law.

Payment and debts

The Subscriber will pay on time the payments that apply to them. An unpaid debt may bear interest and linkage differentials in accordance with the agreement and subject to law. Disconnection of the service does not cancel a valid debt. Cancellation of the payment method, including by someone who is not the Subscriber, does not constitute a request to terminate the engagement; in such a case the Company will request an alternative payment method.

Debt notice and legal collection

The Company will send a detailed debt notice in accordance with the law, and to a consumer within four months of the date of the unpaid payment. A debt that has not been settled may be transferred for legal handling and collection, after at least 14 days have passed since a debt notice was lawfully sent and subject to the other applicable requirements. Collection expenses, fees and legal costs will be claimed only to the extent that there is an entitlement to collect them under the law and the agreement or a decision of a competent tribunal, and not automatically by the mere transfer of the matter.

Disconnection and restoration of service

Non-payment may lead to restriction or disconnection of the service, after the warnings and within the times required by law. Restoration of the service and settlement of the debt will be carried out in accordance with the law, without prejudice to the Subscriber's rights to have their number restored or to port it. Where a paid action is required at the Subscriber's request, handling fees will be charged only if charging them is permitted, after presenting the price including VAT and obtaining the Subscriber's prior consent, and for an action actually performed. No payment will be charged for an action that must be provided free of charge.

Number retention and reallocation

After the engagement ends, the number will be retained free of charge and without being allocated to another person for 90 business days, or a longer period if required by law. A subscriber who requests their number back within this period will be entitled to have it restored in accordance with the law. Thereafter, and in the absence of a request submitted on time, it may be lawfully allocated to another person, with no undertaking to restore it to the previous subscriber even if they settle their debt. Retention of the number does not require continued active service. The foregoing does not derogate from the Subscriber's rights upon porting or temporary suspension.

External accounts and apps

A subscriber who stops using the number, and does not continue to use it by restoring the service or by porting, will promptly update the number or remove its association from services such as WhatsApp, Telegram, social networks and verification services, using the actions within their control. Continued association does not confer a right to the number. The Company does not operate these services, and this does not exempt it from liability under law. The notice of termination of the engagement will state the retention period, the possibility of reallocation and the need to update the accounts.

Exceptional handling expenses

If the Subscriber did not update the number despite a written warning and a reasonable opportunity to remedy, and exceptional expenses were incurred as a result of a breach within their control, the Company may demand reimbursement of necessary, reasonable and documented expenses incurred directly and actually, only to the extent that there is a cause of action for this under the applicable law and agreement. The demand will be made in detail and an opportunity to object to it will be given. No reimbursement will be demanded for routine handling, a limitation outside the Subscriber's control or an omission of the Company; no double charge or automatic charge for disputed expenses will be made.

With regard to communication services in Israel only, no commitment period applies. The Subscriber may at any time disconnect the line or port it, without an exit penalty and without delay, subject to payment of the charges accrued up to termination.

Some plans that include services abroad are priced at a special tariff that includes a commercial benefit. Where the Subscriber has actually used services abroad and subsequently requested to disconnect, port or change plan before completing the minimum price period, a top-up charge will apply in accordance with the plan.

For the purposes of this section, use abroad includes, unless otherwise provided in the plan's key terms:

1. consumption of mobile data abroad;
2. making an outgoing call abroad;
3. answering an incoming call abroad;
4. use of a calling service abroad through the plan or an alternative solution made available under it.

Clarification: Receiving SMS only is not considered use that triggers the minimum price terms.

The main terms by plan group are:

The top-up charge will be calculated so that the total charges for the plan from the date of its activation amount to a sum equal to 3 or 4 full billing months, according to the plan. If no use abroad at all was made, this top-up charge will not apply.

The Subscriber may request disconnection or porting at any time. The minimum price terms do not allow the Company to delay or prevent the action, but rather regulate the financial charge arising from the use abroad.

A subscriber on the HighWave, SurfWave, ReefWave or PeakWave plan who has completed 4 full billing months may switch to another plan subject to a switching fee of ₪79. This provision prevails over general switching fees that apply to switching to a cheaper plan. If the switch, disconnection or porting is requested before completing 4 months, the appropriate top-up charge will apply.

The minimum price terms and the switching fees do not derogate from the Subscriber's rights in the event of a defect, non-conformity, breach by the Company or another circumstance conferring a right under law.

The price, the joining fee and the terms binding on each subscriber are those presented and approved in the transaction summary and in the plan's key terms at the time of sign-up.

The Subscriber may request disconnection or terminate the engagement at any time through the contact channels published on the website. The Company will carry out the disconnection and stop billing within the timeframes set by law, with no disconnection fee, and will send the Subscriber confirmation that it has been carried out.

Porting the number to another operator will be considered a termination request with respect to the ported line, subject to additional services that are not automatically cancelled as a result of the porting.

Disconnection, porting or cessation of use do not exempt from payment of a debt incurred earlier, from a valid charge under the plan or from minimum price terms lawfully applicable.

Non-use, loss of the device, switching to a device that does not support the service, or cancellation of a payment method does not constitute a request for disconnection. The Subscriber must give notice of disconnection or change through one of the channels set by law.

Upon termination of the engagement, the services associated with the line will be disconnected, subject to the provisions of law and to separate services that were purchased and are not directly linked to the line.

The Company may restrict or discontinue service in cases permitted by law, including non-payment, unlawful use, fraud or reasonable suspicion of fraud, harm to the network, a security risk, abnormal or prohibited use, insolvency, liquidation or receivership proceedings, the death of the Subscriber, cessation of activity of a corporation or a directive of a competent authority.

Where the law requires a warning, it will be given as required. The Company may act without prior warning where immediate action is permitted or required in order to prevent damage, fraud or a security hazard, or to comply with a directive of an authority.

Number retention after disconnection

Disconnecting the line ends the service and may lead to the loss of the phone number. In accordance with Regulation 64 of the Communications Regulations, the subscriber's number will be retained for 90 business days from the end of the engagement, free of charge, and will not be allocated to anyone else during this period. A subscriber who asks to get their number back during this period will be entitled to have it reallocated in accordance with the law. After this period, the Company does not undertake to retain the number or guarantee its availability.

Subscription freeze

The Subscriber may request a temporary freeze of the service for a period of 30 to 90 days, free of charge, in accordance with Regulation 36 of the Communications Regulations. During the freeze, the line's services and its regular billing will be suspended, while the phone number is retained. The Company may refuse a further freeze request in the same year, even if the previous freeze ended early. Service will be resumed with no reactivation fee.

Effect of the freeze on the minimum billing period

In plans where a minimum billing period applies due to the use of mobile services abroad, the freeze days will not count toward that period, and the count will resume when service is resumed, subject to the agreement and the law. The freeze does not extend the validity of data packages and benefits, unless the plan's terms state otherwise.

The service is intended for personal, reasonable, fair and lawful use. The rights in the line may not be transferred to a third party except as part of a change-of-ownership process approved by the Company in which appropriate identification has been completed.

The service must not be used for unlawful activity, fraud or impersonation, telemarketing or the distribution of messages in abnormal quantities, operating a commercial call centre, providing communication services to others, harming the network, circumventing security or billing systems, automated use or creating an unreasonable load.

The service is not intended for resale, commercial transfer, bulk messaging, telemarketing, or use through switchboards, machines, software, websites or computer systems, unless expressly permitted in an appropriate business plan.

If the use exceeds personal and reasonable use or harms the network, the systems, the providers or other subscribers, the Company may restrict or discontinue the service, subject to law and to notice where required. A restriction does not derogate from a valid payment obligation.

The Subscriber must exercise caution with regard to messages, calls and links from unknown parties and must not disclose a verification code, password, credit card details or sensitive information to a party whose identity has not been verified.

The Company may take reasonable actions to prevent fraud, including verification, temporary blocking, restricting an action or requiring documents, subject to law.

The Company may carry out maintenance, upgrade, security, repair, installation or fault-handling operations. Where possible, a planned operation will be carried out in a manner that minimises the impact, and notice will be given where the law requires.

In an emergency, security incident, danger to the network, suspicion of fraud or a directive of a competent authority, the Company may take urgent action without prior notice to the extent permitted by law.

Temporary service interruptions, disruptions or disturbances may occur. A temporary fault in itself does not automatically cancel fixed payments, unless the law, the Licence or a decision of the Company grants a credit or remedy.

The Company may temporarily disconnect or restrict service during a national emergency, for security reasons, for maintenance or upgrade, or due to a circumstance beyond its reasonable control, subject to law.

Force majeure circumstances may include war, hostilities, terrorism, natural disaster, strike, epidemic, widespread power outage, government order, emergency regulations, sanctions, communication blocking, failure of an operator or infrastructure provider and a widespread cyber incident.

The services depend on networks, infrastructure, devices, operators and third-party providers. The Company does not undertake that the service will be completely immune from faults, disconnections, latency or disturbances.

The Company will use reasonable means to handle a fault and minimise the impact in accordance with the law, the Licence and its technical capabilities.

To the extent permitted by law, the Company will not be liable for indirect or consequential damage, loss of profit, loss of opportunity, loss of data or distress arising from a fault, an interruption or reliance on the availability of the service.

The Company will not be liable for a delay or disturbance caused by circumstances beyond its reasonable control, provided that it took reasonable measures to minimise the impact.

Nothing in these terms exempts the Company from liability that cannot be contracted out of under law, including liability for gross negligence, misrepresentation, breach of a statutory duty or wilful misconduct.

Making available an alternative operational solution, including Mobyx, SMS to email, a network change or a change of settings, will be taken into account when considering the handling of the fault and the appropriate remedy, without derogating from the Subscriber's rights.

The collection and processing of personal information will be carried out in accordance with the Company's Privacy Policy, the Privacy Protection Law, the information security regulations and the provisions of any law.

For the purpose of providing the service, the Company may process information relating to the Subscriber, the line, the device, usage, charges, network location, faults, service inquiries and actions performed on the line.

The Company may transfer information to providers, host networks, foreign operators and service providers to the extent required for providing the service, security and fraud prevention, billing and collection, fault handling, identity verification or fulfilling a legal obligation.

Further information on the purposes of collection, disclosure of information, retention periods, the Subscriber's rights and ways of contacting the privacy protection officer is set out in the Company's Privacy Policy.

The Company will not provide information about the line to the Payment Method Holder merely because they are the payer, except for limited information required to look into a charge relating to them or in accordance with appropriate authorisation and the law.

Customer Service can be contacted by:

1. Phone: 055-70-50-500 or 03-5200001;
2. WhatsApp: 055-70-50-500;
3. Email: [email protected];
4. Address: 9 HaDuvdevan St., Kiryat Ono;
5. Website: www.neptucom.com.

Current service hours are published on the Website and may change from time to time.

When contacting the Company about a fault or an action on the line, the Company may require identification, device and location details, a screenshot, a description of the fault and reasonable technical information required for the investigation.

A subscriber who wishes to submit a formal complaint may contact the Public Complaints Commissioner using the details published on the Website. A written complaint will be examined and answered in accordance with the law and the Company's procedures.

Submitting a complaint to the Company does not derogate from the Subscriber's right to contact the Ministry of Communications, the Consumer Protection Authority or a competent tribunal.

The Company may update these terms due to a change in the law, regulation, services, technology, agreements with providers or the way it operates. A material change affecting an existing service will be brought to the Subscriber's attention in accordance with the law.

The current version will be published on the Website with the date of the update indicated. An update does not derogate from a right granted to the Subscriber under law or from an express undertaking already given to them, except to the extent that the change is permitted and notice has been given as required.

In the event of a conflict between these terms and the provisions of the law or the Licence, the binding provision will prevail. The Director General of the Ministry of Communications or a person authorised for this purpose may instruct the Company to change a provision in the document, and their instruction will apply in accordance with the law.

Granting an extension or not exercising a right in a particular case does not constitute a waiver of the right in another case.

The Company may assign the agreement or a right under it to a third party, including a right of collection, subject to law and to the Subscriber's rights.

If a provision is found to be unlawful, invalid or unenforceable, it will be narrowed to the extent necessary and the remaining provisions will remain in force.

The engagement shall be governed by the laws of the State of Israel. Jurisdiction shall lie with the competent courts in Israel in accordance with the rules of jurisdiction set by law, and this does not prevent a consumer from filing proceedings in a court competent to hear them under law.

The list of supported countries, the list of dialling destinations, the price list, the cancellation policy, the Privacy Policy and the details of the Public Complaints Commissioner form part of the body of information and terms applicable to the service, as updated from time to time and subject to law.