Terms and Conditions

1. Introductions, Definitions & Application

1.1  An application form must be filled by the customer requesting for any service.

The application form must be completely filled out with all the information requested and supporting documents must be provided where applicable. A bill or receipt of cable service issued by the cable service provider must be attached when a customer with an existing cable is applying for the services along with a copy of the National identity card, passport or driving license and payment for the service. For connections taken by business organizations; a copy of company registration must be attached together with the copy of the National identity card, passport or driving license of the contact person. For government authorities, an official letter from the authority should be attached with the application form.
 
1.2.  The words and expressions below shall have the following meanings: 

1.2.1 “Account” means a statement or record on which we register the services, which are to be provided, as well as any charges or credits with records to     those services, and any other information as may be relevant.

1.2.2 “Agreement” means these terms and conditions including any documents referred to or incorporated herein, the terms on the Raajje online’  Application Form, any additional or varied terms and conditions, as we may notify from time to time, which relate to the provision any service, equipment and/ or Raajje Online’ equipment 

1.2.3 “Bill” means any invoice or statement issued or rendered  by us for any charge, fee or other sum stated therein as due or payable to us and/ or the sum or sums balance due or payable to us in respect of any service, equipment and/ or Raajje Online’ provided to any account.  

1.2.4 “Customer Request” means any request, order, instruction made by you to us (whether respect to any service, Equipment and/ or Raajje Online’ or otherwise) “ROL” means Raajje Online’, whose registered office is located at H.Vally Villa, Majeedhee Magu, Male’.
  
1.2.5 “ROL Equipment” means a line, any device, and all other equipment or thing owned by us, which is operated, installed supplied and/ or hired out by us you pursuant to this agreement, for the provision of any of the services (including, where the context so admits, any software installed therein or used by us in conjunction with the operation of such equipment or device  

1.2.6 “Due Date” means the due date specified in the relevant bill

1.2.7 “Effective Date” for pre-paid services it means, the date when the service first used by you. For post-paid services, basic telecommunication services, standard internet services, as well as hired equipment and/ or Raajje online equipment, it shall mean the date that we approve the Raajje Online application form submitted by you.  

1.2.8 “Equipment” means the telecommunication equipment that we sell to you or provide and any replacement equipment and/ or part provided by us pursuant to this Agreement, for provision of any of the services.  

1.2.9 “Government” means the government of Maldives and any independent institution lawfully exercise to authority to control or administers public policy. For avoidance of doubt the definition of Government does not include state owned enterprises or companies or any other commercial ventures initiated or controlled by the government of Maldives.  

1.2.10 “Intellectual Property” means all patent, copyright, trademark, and other intellectual property subsisting in any services or any of our system or any equipment and/ or Raajje Online’ equipment that we may provided 

1.2.11 “Law” or “Regulation” means the laws of Republic of Maldives, including rules and regulation made thereunder and the rules, regulations, codes of practice, guidelines and directions of the CAM (Communication Authority of Maldives) made under or pursuant to any law in force in the Republic of Maldives
 
1.2.12 “Network” means the digital communication system provided by Raajja Online under this Agreement.   “Our Normal Working Hours” means 8:30 to 4:40pm Sunday to Thursday (Except for public holidays)  

1.2.13 “Price List” means our most current price list or tariff sheet of service, sale or rental of equipment and/ or Raajje Online equipment  

1.2.14 “Service” means any telecommunication and/ or other service including the means by which we determine to provide the telecommunication and/ or other services, which have to ordered from us and which are described in this Agreement and any additional service ordered by from you time to time , as such we may be amended under this Agreement  

1.2.15 “Service Number” means any number assigned by us and brought by you for the purpose of the provision to or utilization of any service.
 
1.2.16 “Service Acceptance Form” means the form signed by you at the conclusion of the installation or activation of services, equipment and/ or Raajje Online’ equipment signifying that the services, equipment and/ or Raajje Online equipment has been installed, tested and is fully functional  

1.2.17 “Service Address” means the address or any subsequent address to which you move which you must notify us of, at which the equipment and/ or Raajje Online equipment is installed and/or to which the services are provided  

1.2.18 “Service Start Date” means the date that the service are operational 

1.2.19 “Software” means any computer programme, software or the materials installed or provided by or on behalf of us for the purpose of using any equipment and/ or Raajje Online’ or any service and including any software installed in any equipment  

1.2.20 “System” means our telecommunication system 

1.2.21 “us” or “we” or “our” means Raajje Online  

1.2.22 “You” means the party with whom we make this Agreement and includes a person who we reasonably believe is acting with your authority or knowledge  

1.3  This Agreement shall remain in full force and effect from Effective date until terminated pursuant

2. Application and Customer Requests

2.1 All application for services shall be subject to review and acceptance by us of a complete Raajje Online’ Application form. We shall not liable to use measures beyond our standard practice to verify the accuracy of any information provided by you, nor shall we obliged to provide or carry out any requests or orders made by you in the absence of any express agreement or confirmation by us

2.2 We reserve the right to reject your application if we discover that you have an outstanding balance with us from any other account

2.3 Any customer request which we have agreed or confirmed to provide, or carry out shall be provided and carried out by us subject to these general terms and any relevant specific terms or such other terms as we may inform you, within such time or period as we may determine having regard to the circumstances and resources available. Subject always to the applicable restrictions, limitations and prohibitions in the Law and Regulations, we may, at our discretion, impose and charge, charges at a rate or amount and calculated In a manner as we may determine in respect of any cancellation, amendment or revocation of any customer request

3. Deposits and Credit Referring

3.1 On applying or requesting for service, we may require you to pay us a deposit, as security for Raajje Online’ device.

3.2 A deposit does not relieve you from your obligations to pay any amounts or charges which are due and payable, nor does it constitute a waiver of our right to suspend, disconnect or terminate the service due to non-payment of any sums due or payable.

4. Customer Premises Equipment (CPE) - Giga Center

4.1  The customer shall ensure that any CPE connected to ROL network is connected to and used with the service in accordance with published instructions and any safety and security procedures notified/ supplied to the customers.  

4.2  Equipment supplied by ROL is free of charge and has an agreement which it says customer will take the responsibility, if any damage occurs during the time period customer is using our service.  

4.3   Equipment will be taken if the customer has not used our service for three months and if you want to continue our service later we will be providing the device to you.

4.4 Use of Services  

A customer shall not use the service.

4.4.1 In connection with the carrying out of any fraudulent, criminal, or any other illegal activity.

4.4.2 To knowingly send, receive, upload, download or use any material which is offensive, abusive, indecent, defamatory, obscene or menacing or in breach of copyright, confidence, privacy or any other intellectual property rights.

4.4.3 To cause annoyance or needles anxiety.

4.4.4 To send, provide or knowingly receive responses to any spam or unsolicited advertising or promotional material.

4.4.5 To knowingly or recklessly transmit any electronic material (Including viruses) which shall cause or is likely to cause detriment or harm in any degree to computer systems or other internet users. 

4.4.6 In a manner which restricts or inhibits any other users from using or enjoying ROL’s products services.

4.4.7 To utilize excessive amounts of bandwidth (for example by connecting for an excessive amount of time while repeatedly engaging site-local scripts or similar behavior).

4.4.8 In breach of any reasonable instructions given by ROL. ROL shall have the right to examine, from time to time, the use to which the customer put the services and the nature of the data/information that the customer is transmitting or receiving via the service where such examination is necessary.  

4.4.9  To protect and/or safeguard the integrity, operation and functionally of the network (and neighboring) networks or to comply with police, judicial, regulatory or governmental orders, notices, directives or requests.

5. Installation and Activation

5.1  All reasonable endeavors will be used to provide the service within 7-14 working days, from the date of acceptance of customer application form. 

5.2   In the event of delay, the customer will be informed the reason(s) for the delay and will provide an alternative connection subject to availability.

5.3  Installation charge for new connection is 1060 with 6 percent GST  

5.4  Relocation charge is also 1060 with 6 percent GST  

5.5  To install the service, equipment, we will need access to the service address during our normal working hours.
  
5.6   We will cause a little disturbance as reasonably possible when carrying out any work at the service address and agree to make good to your reasonable satisfaction any damage that we or our contractors may cause to the service address
 
5.7 Provision of the service, The service will be provide using reasonable skill and care of trained and competent engineers and technicians. From time to time ROL may make changes to its network or the technical specification of the service. In the event, these changes will detrimentally affect the service, the customers will be informed in advance. It is technically impracticable to provide a fault free service and ROL does not warrant or undertake to do so. ROL shall not be liable for or does not warrant to or undertake support related to customer’s personal computers (PC) and/ or Local Area Network (LAN) used by customers to access the internet services.

6. Billing

6.1  Payments will only be accepted by cash, debit/ credit card, internet banking or cheque guaranteed by a commercial bank operating in Maldives.

6.2  Payments made through internet banking takes a processing time of 48 hours.  

6.3  Direct bill pay is available on our site.
    
6.4  For cheque payments, cheque(s) should be crossed and payable to Focus Infocom Pvt Ltd.
 
6.5  ROL reserves the right to reject payments made by cheque based on its own evaluation of credit worthiness of a customer.
  
6.6  All charges applicable to the service are in accordance with tariffs for ROL service. ROL reserve the right to change all tariffs without prior notice.

7. Complains and Fault Reporting

7.1  ROL has a set up a “HELP DESK” that follows specific complaints procedures set out to address complaints customers may have in respect of this agreement.
 Contact Details of the Help Desk are;
              7.1.2        Hotline: 133
              7.1.3        Fax: 3326413
              7.1.4        Email: customerservice@rol.mv  

7.2  If a fault or complaint made to the HELP DESK is not resolved satisfactorily within 24 hours of ROL’s receipt of the initial complaint, the customer may escalate the complaint or claim to the General Manager by submitting in writing full details

8. Termination

8.1  ROL reverse the right to terminate this agreement in the following events and any notice so given shall take effect forthwith;

8.1.1 If the customer has not paid for the service following suspensions;

8.1.2 If the customer has committed a material breach of the service agreement;

8.1.3  In case of business customers, if a petition is presented or any order is made or any notice is issued covering a meeting for the purpose of passing a resolution for bankruptcy or the business becomes bankrupt or enter into any deed of arrangement with their creditors generally. 

8.2  The customer may terminate an application if the service to be delivered under that application is not delivered within 7-14 working days, provided that such failure is not due to an act or omission on the part of the customer and such termination request is made to ROL in writing prior to delivery of the service.  

8.3  The termination or expiry of this agreement shall be without prejudice to the rights and liabilities of either accruing up to the date of termination.

9. Uses of Services, Equipment and/ or ROL Device (Giga Center)

9.1  You must use services, customer device, equipment and/ or ROL equipment in accordance with our reasonable instructions as notified to you from time to time. You must not use the services, your devices, equipment and or ROL equipment,

9.1.1 To send any message which is defamatory, annoying, threatening, abusive, offensive, obscene, menacing or illegal.

9.1.2 Fraudulently or in connection with any criminal activity, or for any purpose prohibited by Law and Regulations, international convention or other law.

9.1.3 In a manner which cause needless anxiety or inconvenience to or infringes the rights of any other person.

9.1.4 In a manner which interferes with, modifies or adapts ROL equipment supplied by us whether under this or any other agreement.

9.1.5 In any manner or for any purpose which may circumvent, frustrate or diminish our right to provide telecommunication system and service in the Maldives.
 
9.1.6 In such a way to avoid, evade or reduce payment of our standard charges for services.

9.1.7 To provide or receive any telecommunication service which is not provided by us or without our written consent; In a manner which , we reasonably believe                adversely affects the provision of telecommunication services to our other customers.

10. The ROL Device

12.1  The ROL device is our property and we may modify or substitute time by time where we have a valid reason for doing so, such as the upgrading our services or our network  

12.2  You Agree; 
 
10.2.1 To keep the ROL device safe, and use to it in accordance with the manufacturer’s and our instructions;

10.2.2 Not to sell, lend, dispose of, move, damage or otherwise interfere with the ROL device;

10.2.3 You must notify us immediately if any loss or damage to any part of the ROL device. You are responsible for the ROL device and may be charged for any loss or damage.

10.2.4 ROL device that has been lost or stolen shall be replaced in accordance with the terms of this Agreement or any specific terms as may be relevant.

11. Liability and Indemnity

11.1  ROL’s maximum aggregate liability to you in contract, tort (including negligence or breach of statutory duty) or otherwise arising in connection with the service agreement shall be limited to the aggregate amount paid by you to Focus ROL pertaining to the disputed period. 

11.2  ROL shall not in any event be liable to you in contract (including negligence) or for a breach of statutory duty or in any other way for any direct, indirect or consequential losses or for any loss of goodwill or reputation, loss of revenues, profits, contracts, business, or anticipated savings.

12. Transfer Of Account From One Customer To Another

12.1  The services are provided by us to you and you may not assign the benefit of this agreement or otherwise transfer services whether temporarily or permanently to a third party without our prior written approval.  

12.2  You may apply for the transfer of service to a new customer. Application must be made to us in writing signed by both the parties. All outstanding charges must be paid before the transfer can take place

13. General Terms

13.1 If any provision of this agreement is held by a court, arbitrator or any governmental agency or authority to be invalid, void, or unenforceable, the reminder of this agreement shall nevertheless remain legal, valid, and enforceable.

13.2 ROL shall not be liable for any delay or failure in performance of its obligations to the extent that such delay or failure is attributable to matters beyond its reasonable control.

13.3 ROL may assign the benefit or burden of this agreement upon notice to customer. ROL’s failure to exercise or enforce or any delay in exercising or enforcing any right or benefit conferred by this agreement shall not be deemed to be a waiver of any such right or benefit nor operate so as bar the exercise or enforcement thereof or any other right or benefit on any later occasion.