Contrary to the General Terms and Conditions, 'VOO' refers to the following legal entity for the present General Terms and Conditions of the VOOmobile service: Nethys SA with its registered office at Rue Louvrex 95 in 4000 Liège and company registration number 0465.607.720 - RPM: Liège
As of 1 July 2018, the general term below cancel and replace all previous mobile general terms and conditions applicable between the Customer and VOO.

1. Subscription request - activation - entry into force of the subscription contract for the VOOmobile service

The Customer shall address all subscription requests by any means made available to him by VOO, and, if applicable, made known to him through commercial communications.
When VOO approves the Customer's subscription request and the latter has paid a deposit and/or the advance payment, if applicable, as required by VOO, and the Customer requests the immediate activation of the service, VOO is committed to making every effort to activate the SIM card provided to the Customer within 2 working days. If the Customer requests the portability of his mobile phone number, this period will be 4 to 11 days.
Without prejudice to the provisions of article 3 of the General Terms and Conditions, VOO shall not approve the Customer's subscription request:

  • in case of suspected fraud or serious doubts about the solvency or the identity of the Customer (e.g. incorrect information provided by the Customer, payment default, seizure, collective debt settlement procedure, etc.);
  • if the Customer is domiciled, has a permanent residence or invoicing address abroad.

The subscription contract for the VOOmobile service is concluded on the date when the subscription request made by the Customer is registered in the VOO systems and takes effect on the date when the SIM card(s) in question is/are activated by VOO.
VOO reserves the right to activate the VOOmobile service with restrictions if the Customer is not yet subscribed to another VOO service, of if he does not or has not respected his obligations relating to any other service provided by VOO. In the event of a restricted activation, the Customer is not able to use the VOOmobile service with international roaming, to make international calls, and to access payable services.

2. VOOmobile subscription contract/SIM Cards /New VOOmobile subscription contract(s)/Supplementary contracts

An open-ended subscription contract for the VOOmobile service may cover one or more SIM cards, with a maximum of 5 "Voice/Text/MMS/Data" SIM cards and 5 "Data only" SIM cards per subscription contract.
When the VOOmobile subscription contract covers several SIM cards, VOO reserves the right to apply any discount to the SIM card of its choice.
A fixed-term subscription contract to the VOOmobile service may only cover a single SIM card.
Without prejudice to the provisions of article 4 of the General Terms and Conditions, the Customer may change his subscription package (upgrade-downgrade) as part of the VOOmobile service at any time.
The Customer shall address all change requests by any means made available to him by VOO, and, if applicable, made known to him through commercial communications.
As the VOOmobile service is independent of the other Services offered by VOO, they are, if applicable, the subject of a separate subscription contract.
To secure the process, any request to change the subscription package for the VOOmobile service (change of rate plan linked to a SIM card, addition of a SIM card (only for open-ended contracts), addition of an Option, etc.) can only be made by the Customer if he provides his personal identification code, known as the Customer identification number.
Any request to change the subscription contract for the VOOmobile service made by VOO upon the request of the Customer shall be confirmed to the Customer by e-mail and by text message on the SIM card in question if the change has a financial impact, and only by text message on the SIM card in question in other cases. The related data is stored by VOO.
Any new subscription contract/supplementary contract is concluded on the date when the Customer's subscription request is registered in the VOO systems, and takes effect on the date when the SIM card(s) in question or the requested modification are activated by VOO.

3. Financial terms and conditions - Deposit - Invoices/Payment requests

Subscription fees are due from the entry into force of the subscription contract for the VOOmobile service.
Without prejudice to the provisions of article 6 of the General Terms and Conditions, VOO is entitled to request that the Customer pays a deposit, before the contract is concluded or during the term of the contract and/or pays an advance amount, and/or to invoice the services to the Customer more frequently than monthly (e.g. twice a month or every week) in the event of excessive usage as provided in article 6 of the present General Terms and Conditions of VOOmobile.
The VOO service is intended for private use and, as such, is subject to bills, payment requests or payment notices that do allow the deduction of VAT.
The Customer may, however, inform VOO that he wishes to use the VOOmobile service for professional purposes either at the time of concluding the subscription contract or at any time during the execution of the subscription contract by contacting the VOO customer service. This statement will only be considered for the future. The Customer who declares that he uses the VOOmobile service for professional purposes receives a bill allowing him to deduct the VAT.
In the event that the Customer has used the services provided by third parties, requests for payment or bills will include, where appropriate, the following: "Services provided by third parties VAT Circular No. E.T.109.696 (AFER No. 50/2009) of 12/11/2009". Insofar as VOO only acts as intermediary for the billing and collection of the due amounts, the Customer shall send any complaints to the third party that provides the service in question.
Usage of the roaming VOOmobile service will be billed by VOO as soon as VOO has all the information required to create the bill.

4. SIM card

VOO shall provide the Customer with a SIM card for each assigned number. This card, secured by a PIN code, must be placed in the device in order to access the VOOmobile service.
The Customer agrees to use the SIM card in a responsible manner.
The Customer agrees to not use the SIM card in a forbidden, inappropriate or illegitimate manner. The following constitute forbidden, inappropriate and illegitimate behaviour:

  • any use of the SIM card in a device that does not comply with the applicable regulations or legislation or that is likely to cause disruption to the VOO network or that of a third party or to prevent the normal and reliable operation thereof; such as a device that does not allow the identification or geographical localisation of the caller in case of an emergency call, a device that could cause the saturation of the VOO network or the network of a third party, a "Sim box", "GSM gateways" type device or a device allowing identity theft or any similar device;
  • all non-personal usage of the SIM card such as reselling communication services or rerouting;
  • all attempts to counterfeit or copy the technical identification data of the SIM card and, in general, all fraudulent or illegitimate use of the SIM card;
  • all exposure of the SIM card to an analysis process or reverse engineering, or any insertion or use of other software than that authorised by VOO in the SIM card;
  • any use of the SIM card in any other way than that provided for in the contract;

The Customer is responsible for any damages suffered by VOO or third parties following the use of the SIM card by him or by a third party and in any device, even if it is lost or stolen.
If the SIM card is lost or stolen, the Customer remains liable for his obligations arising from the subscription contract for the VOOmobile service until the time when the Customer notifies VOO of the loss or theft and requests a suspension of the VOOmobile service. At the request of the Customer, a new SIM card will be sent to him by VOO and the VOOmobile service will be reactivated as soon as possible. The new SIM card will be billed to the Customer based on the applicable rates.

5. Portability and the mobile phone number

Number portability allows the Customer to retain his mobile telephone number when changing mobile telephone operator. When a Customer switches operator and wishes to retain his existing mobile number(s), he shall instruct his new operator to take the necessary steps with the previous operator to perform this number transfer.
The transfer of his existing mobile number(s) to the new operator does not relieve the Customer from his obligation to fulfil his contractual obligations towards the donor operator, either to terminate his contract with the latter or adapt it according to the terms and conditions laid down therein.
VOO takes the necessary measures to complete the transfer requested by the Customer in compliance with the applicable legal provisions. However, VOO shall not be held responsible if the transfer is not completed or is delayed for any reason attributable to the prior operator or to the Customer, or for technical reasons.
For every portability request filed with VOO, administration fees may be billed to the Customer on the basis of the current rates.
Upon termination of a subscription contract for any reason whatsoever, the mobile phone number(s) in question cannot be reactivated.

6. Terms and conditions of the VOOmobile service

The VOOmobile service enables the Customer to connect to the VOO network and to any other network, and vice versa.
These connections may be limited or suspended, at the Customer's request and in line with the technical possibilities, except for outgoing roaming calls and when covered by the network of an operator who is not included as part of the Camel telecommunications protocol. In fact, in this case, as VOO only receives the usage reports after the fact, it is technically impossible for it to check the Customer's usage in real time and therefore limit his usage.
The Customer may, when subscribing to the service or at any subsequent point in time during the course of the contract, choose a financial ceiling amount from the list put forward by VOO. Failing such a choice, a default financial ceiling amount set by the Belgian Institute for Postal Services and Telecommunications will be applied to the Customer.
When the said financial ceiling amount is reached, the Customer is sent a warning message by VOO, thereby enabling the former to control his costs, without the service being cut off. However, VOO is not always in a position to monitor users' consumption in real time and is consequently unable to guarantee that the amount the Customer will be billed shall not exceed the applicable financial ceiling amount, even if the Customer ceased using the service after having been sent a warning message.
These connections can also be limited or suspended by VOO for reasons related to the Customer's credit-worthiness or when their monthly use of the VOOmobile service is three times higher than the average monthly use of all Customers of the VOOmobile service. In this event, the Customer will be duly informed.
VOO's "unlimited" offers are intended exclusively for normal, personal and private use. This normal use allows the customer to make an intensive use of the services offered by VOO. Abnormal use is deemed to be use that exceeds 6,000 minutes of calls or 6,000 text messages per month, in that such consumption represents more than 20 times the average monthly use of the "unlimited" VOO offers . In the event of abnormal use, VOO will bill the customer a surcharge of € 0.20 per text message or additional call minute.
The Customer agrees to only use equipment and terminals in perfect working order and approved in accordance with regulations and with Belgian law.
The Customer agrees to use the VOOmobile service in a responsible manner.
The Customer agrees to not use the VOOmobile service in a forbidden, inappropriate or illegitimate manner. The following constitute forbidden, inappropriate and illegitimate behaviour:

  • any use contrary to public order or morality;
  • any use that causes the saturation or disturbs the proper functioning and reliability of the VOO network or that of a third party or their functions, such as the transmission of the IMEI number of the mobile phone device from which the call is made, the identification or the geographic localisation of the caller in the event of emergency calls, the interception and recording of communications in accordance with injunctions made by a judicial, statutory or administrative authority, or the recording and the storing of call data and identification;
  • any use that could cause the VOO network or the network of a third party to become saturated or interfere with its proper functioning, or by which VOO's interconnection rates may be bypassed;
  • any use made by means of "Sim box", "GSM gateways" type devices or allowing an identity theft or by means of any similar device without the prior written consent of VOO;
  • sending SPAM or advertising messages of a commercial nature or which violate applicable laws and regulations;
  • any use that departs significantly from the frequency, the share of the different connection types, 'Voice/text message/MMS/data', or from the connection time of the average Customers of the VOOmobile service;
  • any use that intends to divert communications, directly or indirectly, to resell in any way whatsoever the VOOmobile service to third parties;
  • any use contrary to the provisions of the contract or to applicable laws and regulations;

VOO shall not be liable for the content of communications, messages and data traffic, of any nature whatsoever, sent or received by the Customer.

7. Obligations and responsibility of the Customer

The Customer is solely responsible for respecting all the obligations arising from the subscription contract for the VOOMobile service, also if the SIM card(s) which have been provided for him are used by third parties. All usage of the VOOmobile service by third parties shall always and exclusively be charged to the Customer.
The Customer remains solely liable to VOO and third parties for the use of the VOOmobile service.
The Customer assumes responsibility for safeguarding the PIN code or any other personal identification code proposed by VOO, and for its use by himself and/or by a third party. The Customer expressly relinquishes generally any recourse whatsoever against VOO in relation to this.
In the event of forbidden, inappropriate or illegitimate usage of the SIM card and/or VOOmobile service, as mentioned in articles 4 and 6 of the General Terms and Conditions of the VOOmobile service, VOO reserves the right to block the Customer's SIM card(s), to immediately suspend the VOOmobile service, and if necessary terminate the subscription contract for the VOOmobile service of the Customer in question in accordance with article 5.4 of the General Terms and Conditions.
The Customer agrees to communicate to VOO, upon the company's first request, the identification number of the SIM card and/or the IMEI number that identifies the device used for the VOOmobile service and from where the calls originate, so that VOO is able to intercept, record and/or save certain communications or call and identification data in accordance with injunctions made by any judicial, regulatory or administrative authority.
The Customer agrees that the data and records generated by the VOO systems and those of other telecommunications network providers also used for these communications constitute sufficient proof to establish the use of the VOOmobile service by the Customer and/or any violations by the Customer of his contractual obligations, and any forbidden, inappropriate or illegitimate behaviour of the Customer.

8. Security and integrity of the network

VOO shall take measures to prevent abuse committed on the mobile phone network by the Customer and/or users of the VOOmobile service, insofar as the company is aware of this abuse. If a situation proves to be particularly urgent, VOO may immediately suspend the connection on a temporary basis to preserve the integrity of the network. If the error continues, VOO may, without prejudice to the right to claim damages and interest, suspend in part or in full all or part of the service(s) provided for the Customer without notice or compensation in accordance with the provisions of article 5.4 of the General Terms and Conditions.