This policy explains the process for ordering and activating SIM and eSIM services through XGATE Store. It forms an integral part of the Terms and Conditions, Privacy Policy, Refund Policy, and Anti-Fraud Policy adopted by the store.
XGATE provides the sale and activation of SIM and eSIM communication and internet services in accordance with applicable commercial agreements with telecom service providers and distributors, and in compliance with the laws and regulations applicable in the Kingdom of Saudi Arabia.
To complete an order, the customer must provide accurate information that matches official identity documents. Requirements may vary depending on the type of service and may include:
Activation of certain services may require customer identity verification through approved systems such as Nafath or any other verification method approved by the service provider. The customer acknowledges that using an identity or verification account that does not belong to them is a clear violation and may result in order rejection, cancellation, or the necessary legal procedures.
SIM cards and services that require official authentication shall be activated through the methods approved by the service provider, including Nafath or any other officially approved verification platform. Activation may not be completed using an identity or verification method belonging to another person.
The customer may not request the activation of a SIM card or telecom service using an identity, verification method, or Nafath account belonging to another person. Activation by proxy is also prohibited unless it is legally permitted and accepted by the service provider. The customer bears full responsibility for any violation of this requirement.
The customer acknowledges that they are the rightful owner of the data and identity used in the order, and that all information provided is accurate and up to date. The customer bears full responsibility for any error, forgery, use of another person’s identity, or submission of incorrect information.
SIM services are subject to the regulatory limits approved by the competent authorities and service providers. XGATE or the service provider has the right to reject or cancel any order if it is found that the customer has exceeded the permitted regulatory limit or has not fulfilled the activation requirements.
Before ordering an eSIM, the customer must ensure that their device supports eSIM technology and is not restricted by the carrier or manufacturer. XGATE is not responsible for the customer’s device being incompatible with eSIM after the service has been issued or activated, unless the error is directly caused by XGATE.
The customer agrees that the necessary data may be shared with the service provider, distributor, or relevant parties for the purposes of order fulfillment, identity verification, service activation, regulatory compliance, complaint handling, and fraud prevention.
XGATE has the right to reject or cancel an order in the following cases:
An activation request may be automatically rejected by the systems or the service provider due to data mismatch, failed verification, exceeding regulatory limits, or any other regulatory or operational reason. XGATE does not have the authority to override system or service provider decisions in such cases, and this shall not be considered a breach of XGATE’s contractual obligations.
Cancellation and refund requests are subject to verification and authentication results, service provider requirements, and applicable laws, regulations, and instructions.
The order may be cancelled and refunded before activation begins, before the eSIM is issued, or before the SIM is registered with the service provider.
After activation, eSIM issuance, or SIM registration with the service provider, the service is considered fulfilled and cannot be cancelled or refunded except in cases required by law or where a direct error by XGATE is proven.
Network quality, coverage, internet speed, fair usage policies, and package terms are subject to the service provider’s policies. XGATE does not guarantee network availability or quality across all locations, devices, or times.
Once activation is completed and the service is linked to the verified identity, the customer becomes responsible for the use of the service and number, including any communications, usage, or legal obligations arising from it in accordance with applicable laws and regulations. Responsibility for managing and using the service transfers to the customer from the date of activation.
If the customer wishes to transfer ownership of the SIM card or number after activation, the official procedures approved by the service provider must be followed. XGATE is not responsible for any transfer, use, or action carried out outside the approved regulatory channels.
XGATE reserves the right to request additional information or documents to verify the validity of an order. XGATE also has the right to suspend or cancel suspicious or non-compliant orders and to report them to the service provider or competent authorities when necessary.
The customer agrees that XGATE may retain order records, electronic approvals, verification records, order timestamps, IP addresses, and any operational data necessary for evidence, support, compliance, dispute resolution, and fraud prevention purposes.
By completing the order, the customer acknowledges that they have read and agreed to this policy, in addition to the Terms and Conditions, Privacy Policy, Refund Policy, and Anti-Fraud Policy adopted by XGATE.
