General Terms and Conditions: The General Terms and Conditions describe the rights and obligations of Jan mobile and its customers with regard to the provision of Jan mobile services and the sale of Jan mobile products.
Article 1: Definitions
Customer: A natural person or legal entity who enters into an agreement with Jan mobile for the provision of a mobile communications service;
Jan mobile: Jan mobile BV (company registration number 854832464) with registered office at Entrada 204, 1096 EE Amsterdam, The Netherlands;
Network: The network for mobile telephony and mobile internet that Jan mobile uses;
Service: A mobile telecommunications service provided by Jan Mobile relating to the direct transport of voice and data from mobile users to and from connection points on the mobile network or to connection points on other telephone networks;
Connection: The ability to use the service with suitable equipment;
Additional or Special Conditions: Conditions for a specific service that apply in addition to these general conditions;
SIM card: The chip card made available by Jan mobile that the customer inserts into his/her mobile phone, tablet or other device to use the network;
Prepaid Voucher: The Prepaid Voucher that grants the customer access to use Jan mobile services;
Roaming Services: The mobile telephone services you use when traveling outside Belgium.
Article 2: Application of general terms and conditions
These general terms and conditions apply to all offers and agreements to which they are declared applicable. Additional or special conditions may apply to an offer or agreement. In the event of a conflict between the general terms and conditions and the additional or special conditions, the additional or special conditions shall prevail.
The applicability of any purchasing or other (general) terms and conditions of a customer is expressly excluded;
If the customer uses additional services offered by Jan Mobile, the provisions of these general terms and conditions apply accordingly to those additional services, unless otherwise indicated in the description of the relevant additional service;
Jan Mobile may amend these Terms and Conditions in accordance with current legislation and regulations. Jan Mobile will announce these amendments on its website. Amendments will take effect 14 days after publication or on a later date specified in the announcement.
If the customer does not agree to the changes to the terms and conditions, they are entitled to terminate the agreement in writing, effective as of the date the new terms and conditions take effect. Termination will only be accepted if it occurs before the effective date of the amended terms and conditions.
The customer can view the most recent version of the general terms and conditions on the Jan mobile website.
Article 3 – Prepaid agreement
The customer can access Jan mobile’s Mobile Services through Registration, SIM Card Activation, and the purchase of a Prepaid Voucher;
The Prepaid agreement is generally concluded for an indefinite period. The topped-up credit is valid for 75 days (starting from the last top-up) and expires after 90 days. There is a 15-day buffer after the 75th day , during which the customer must top up AND make one call, or use the data bundle. The credit on the SIM card at the time of purchase is valid for 75 days and is then suspended. Calls can still be received, unless a top-up is made within that period up to the 90th day . At that point, the SIM card is fully usable again. If the credit is used up or expires, the customer can only use the SIM card to a limited extent.
If the customer switches to another telecom provider and the customer takes the number with him, the agreement also ends;
If the Prepaid agreement ends, any credit will expire and the customer will no longer be able to purchase new credit;
If a customer does not use a SIM card for more than 90 consecutive days, it will be blocked;
Any bonus credit or free credit obtained is valid until the specified number of days stated with the credit obtained;
The SIM card purchased by the customer for use with Jan Mobile’s services is strictly personal. If someone else uses it, the customer remains responsible. To prevent misuse, the customer can change the PIN code to their preference upon receipt of the SIM card.
Jan Mobile remains the sole owner of the SIM card provided to the customer. The customer may not lose, damage, or destroy the SIM card. The customer remains responsible for the use of the SIM card.
Once the agreement with our services ends, the customer must ensure that the SIM card becomes unusable. For example, by cutting the SIM card in half;
If you purchase and register a SIM card online, you have the right to cancel this agreement within 14 days of purchase by notifying our customer service department in writing. We will then refund any top-up vouchers you purchased. You can only exercise this right if you have not made or received any calls, used any data from your bundle, or sent or received any text messages prior to cancellation.
Article 4 – Services
Jan Mobile wants its customers to enjoy its services without interruptions, but cannot guarantee that the quality and coverage will be consistently good everywhere. Network quality depends on many factors. For example, in a tunnel, the connection can be weak or nonexistent, and the number of users per cell tower also has an impact. Disruptions may also occur. Jan Mobile tries to prevent disruptions but cannot rule them out. In the event of a disruption, there is no general compensation scheme;
The customer uses a SIM card. This card contains all the data needed to use the network and fits in almost all devices that accept a SIM card. Access to the SIM card is protected by a PIN code, which the customer can change as desired. Instructions for doing this are provided in the user manual included with the SIM card.
Customers have the option to keep their mobile phone number when switching mobile operators. Only the mobile number can be transferred. Services and vouchers are not transferable.
With an active Jan Mobile SIM card, you have access to emergency services. This includes the European emergency number 112 and the Belgian emergency numbers 100 and 101.
The customer is never entitled to any refund of the unused Prepaid Voucher if it has not been used within the stated valid number of days;
We may change or discontinue a service for business reasons. We may also do so to comply with regulations set by law, and/or to ensure we remain up-to-date with current requirements and state-of-the-art technology. We will do our best to implement changes without impacting the service or the devices used by the customer. If this is not possible and we anticipate that the changes will impact the customer, we will notify you in advance.
If we discontinue a service, we will inform the customer as soon as possible.
To use the services, the customer must ensure there is sufficient credit on the SIM card. The customer cannot use the full range of services if there is insufficient credit, the minimum required to use the service.
Fair Use Policies apply to specific services we provide to our customers. We trust our customers will handle these responsibly.
Article 5 – Rates and method of topping up
Once the customer has registered and the SIM card has been activated, it is possible to add credit to the SIM card using a scratch card or a printed voucher (e-voucher);
Jan Mobile reserves the right to change the rates for the service. Jan Mobile will announce changes in advance on its website. Customers can view the current price list on the Jan Mobile website.
A fee applies to the Products and Services purchased from Jan Mobile. This fee is deducted from the credit in the personal account. The rates for this can be found on the website.
There are several ways to top up your credit online. You can do this via the janmobile.be website , using the personal page linked to your SIM card.
Article 6 – Number and Number Retention
When entering into a new agreement with Jan Mobile, the customer can keep their current number. However, it must be possible to cancel the agreement with the current telecom provider. Jan Mobile is dependent on the cooperation of the other telecom provider. If the number cannot be retained because the other telecom provider refuses to cooperate, Jan Mobile is not responsible.
The customer is not entitled to a specific number unless number porting is involved;
The customer is obligated to respect the contractual obligations of the other telecom provider. If everything is in order, Jan Mobile will take the necessary steps to complete the transfer of provider.
The customer’s phone number is generally always displayed to the person they’re calling. Customers can turn caller ID on or off on their own device.
Article 7 – Customer Code of Conduct
It is important that the customer adheres to the following rules;
Our services are intended for personal, reasonable, and normal use. By this, we mean personal use for private purposes;
We trust that the customer and our employees will always treat each other with respect;
We trust that the customer will not use the service in a criminal or unlawful manner. This may include the following points:
a – Sending spam or bulk SMS;
b – Publishing or distributing child pornography or other criminal pornography;
c – Sending viruses or other files that can damage the proper functioning of our software or that of others;
d – Threatening people;
e – Illegal downloading;
f – Harassing someone or infringing on the rights and privacy of someone else;
g – Causing disruptions or nuisance;
h – Hacking;
i – Infringing the intellectual property rights of third parties;
j – Offering the SMS and calling option to third parties;
If Jan Mobile suspects that the customer is not adhering to these rules for reasonable use, Jan Mobile may take action. For example, by temporarily suspending the service or terminating the agreement.
In the event of theft, loss, or if you suspect someone is using your SIM card without your permission, you can ask us to block it. To do this, you’ll need to answer some privacy questions. This is to prevent unauthorized blocking.
Jan Mobile will not refund any credit remaining on a stolen/lost SIM card;
The customer agrees to the following:
a. To provide information we reasonably request;
b. To follow instructions we give the customer;
c. To keep us informed of any changes to the information the customer provided during the registration process;
d. To comply with instructions and requirements from other networks when roaming outside Belgium.
Article 8 – Roaming
You can also use most mobile services abroad. This is also called roaming;
In most European countries, customers pay the same for calls and texts as in Belgium. This is called Roam Like Home. This applies to all countries within the EU;
Roam Like Home rates apply if the customer stays abroad (in EU countries) for less than 31 consecutive days. For longer stays, special roaming rates apply. Roaming rates can be found on the website;
Roam Like Home rates apply if the customer stays abroad (in EU countries) for less than 90 days per year. If the customer stays abroad for more than 90 days, special roaming rates apply. Roaming rates can be found on the website.
Article 9 – Protection of personal data
Customer personal data, call information, and phone numbers are stored in Jan Mobile’s files. Jan Mobile uses these to provide the Jan Mobile service. We comply with the Personal Data Protection Act.
If the customer purchases a service (for example a software application/app) from a third party, for which this third party processes the customer’s personal data, Jan mobile is not liable for damage that arises from the processing of Personal Data by this third party;
Jan Mobile processes customer traffic data on the following points:
a – Call identification;
b – The type, start time, and duration of the call;
c – Consumption, time of day, and the number of KB/MB of data;
d – The date of service use;
In cases determined by law, Jan Mobile will share customer data at the request of the competent government services.
Article 10 – Termination of Services
We may suspend or discontinue the supply of goods without notice if we establish one or more of the following:
a – The customer is in breach of one or more conditions from these general terms and conditions, or someone other than the customer who uses the Jan mobile SIM card;
b – The network is down or requires maintenance. Jan mobile tries to prevent and keep these situations to a minimum;
c – The customer uses services that damage or endanger the network;
Termination does not affect the customer’s obligation to pay the fees, except in the case of suspension or disconnection of the network due to maintenance lasting longer than four days and affecting the entire network. In that case, you will not pay any fees during the period during which the customer cannot use the services.
Article 11 – Liability of Jan mobile
Jan Mobile will use all reasonable means to prevent any disruption to the customer, and if disruptions do occur, will use all available means to take measures to limit any damage to the customer;
The customer understands and accepts that Jan mobile cannot be held liable for any damage suffered by the customer as a result of external factors and/or actions of the customer himself, including, but not limited to:
a – Disruptions to services due to external factors (such as, for example, disruptions to networks and services of third parties used by Jan mobile);
b – Disruptions due to obstacles that affect the network;
c – Measures imposed by the Belgian or European authorities;
d – Usage inconvenience due to maintenance, improvement or expansion of the network or services of Jan mobile;
e – Poor or incorrect use of the services by the customer;
f – Poor functioning of the equipment (tablet, computer, mobile phone) or accessories used by the customer;
g – Incorrect use of the software of the device (phone, tablet, computer) resulting in viruses, malware, break-ins by third parties;
h – Failure to protect the SIM card by not using a secure PIN code (for example 0000,1234,1111), or by disclosing this PIN code to third parties; to give.
Jan Mobile cannot be held liable for:
a – The content of calls, text messages, or data usage through Jan Mobile services;
b – Damage or loss resulting from the use of third-party programs or apps where the customer authorizes the use of the customer’s data, and that data is misused;
c – Transactions (money or digital currency) made by the customer and a third party where the customer uses Jan Mobile services.
Article 12 – Customer service
If you have a complaint or question about the products or services, please contact the customer service department.
All written communications may be sent to us by email or by post.
Head office
Jan mobile BV
Entrada 204
1114 AA Amsterdam
