- Customers on capped offers can top up once they have reached their cap. After the recharge, the pre paid rates will apply.
- Deposits for post paid applications remain at Ksh. 5,000.
- Roaming deposit of Ksh. 5,000 will remain.
Conditions of offer subscription
- Completed application form at any Orange Mobile or with the BM account manager
- Being an existing customer on any Orange Mobile post paid offer (capped, unlimited and minimum spend)
Service Evolution between the offers
Capped and unlimited to pre-paid
- The customer can migrate before the expiration of their contract after they complete any pending bills and pay the monthly access fee and any standard monthly fees for the remaining contract period.
- Once they complete all payments, they will receive a refund on their deposit.
- If they do not complete the payments, the pending amounts will be deducted off the deposit and they will be refunded the difference.
Capped and pre-paid to unlimited
- A customer can apply for this at any time.
- The customer will apply for post-paid and go through the vetting process.
- If the customer is moving from a lower package to a higher package or vice versa, the above procedure on upwards and downwards migration (below) will be followed.
- The customer will sign a new agreement with the post paid terms and conditions.
One capped to another capped package
Upwards:
- A customer can do this at any time upon application and will only be required to pay the difference in deposit i.e a customer asks to move from the Ksh. 1,000 deposit cap offer to Ksh. 6,000 deposit cap, the customer will be required to pay the difference Ksh. 5,000 and move with immediate effect. The customers new cap of Ksh. 6,000 will be implemented immediately.
Downwards:
- A customer will have been on their offer for at least 3 months if they are on a 12 month contract and 6 months is they are on a 24 months contract. A customer can do this after all the CDR’s have been collected and the customer has paid off their previously accumulated bill. The difference between the previous package and their new package will not be refunded in cash but will be credited to the customers account where they will be billed less the difference, i.e. if they downgrade from Ksh. 6,000 cap deposit to Ksh. 1,000, their subsequent bill will be less Ksh. 4,000.
- The regional accountant will authorize the crediting of the customers subsequent bill.
Unlimited to capped
The customer can migrate before the expiration of their contract once they complete any pending bills on their account. The customer will not be required to pay the monthly fee (e.g. minimum spend) for the remaining contract period. The customer will sign a new contract and the amount they had paid for their post-paid deposit will be credited as the new deposit for their capped account. If the customer prefers to reduce the deposit amount, the difference will be credited to their account as airtime for consumption. The regional accountants will authorize this. The refunded will not be in cash.
Unlimited device offer from one package to another
- Migration between packages will not be possible before the end of the contract period.
Orange Mobile unlimited offer with minimum spend
Upwards:
- A customer can migrate upwards at any time with no penalties.
- They will be required to increase their deposit level to match the new offer.
Downwards:
- A customer will have been on the offer for at least 3 months if they are on a 12 month contract and 6 months is they are on a 24 months contract. A customer can do this after all the CDR’s have been collected and the customer has paid off their previously accumulated bill. The difference between the previous package and their new package will not be refunded in cash but will be credited to the customers account where they will be billed less the difference, i.e. if they downgrade from Ksh. 6,000 cap deposit to Ksh. 1,000, their subsequent bill will be less Ksh. 4,000.
- The regional accountant will authorize the crediting of the customers subsequent bill.
- The new rules and tariff of their new offer will apply.
Pre-paid to capped, unlimited, Orange Mobile with minimum spend and the minimum spend device offer:
- A customer can apply for this at any time.
- The customer will apply for post-paid and go through the vetting process which will not take more than 48 hours.
- The customer will then select their package and pay the deposit as per the cap they have selected and will sign an agreement (minimum period of 12 months) with the post paid terms and conditions.
- The customer’s initial monthly fee will be pro-rated and their first bill will only include the pro-rated figure for the duration remaining in the first month. The subsequent bills will include the complete monthly fee of their selected package.
All post paid offers (capped, unlimited, minimum spend and device offer with minimum) must go through the dunning process. However, if the post-paid customer is inactive for more than 6 months continuously, with no payments being received on their account, their line will be automatically migrated to pre-paid. Any pending bill will be settled with the deposit.
For roaming, a customer would complete the standard roaming form and pay the roaming fee of Ksh. 5,000. Roaming will be activated within 24 hours.