Terms and Conditions
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1. Governing Documentation and Membership Conditions
The GoWell program is operated in the United Arab Emirates by etisalat by e& (a member of the e& group of companies.
These terms and conditions apply to the GoWell program in the United Arab Emirates and the provision of any benefits thereunder.
You must read these terms and conditions before you apply to become a member of the GoWell program. These terms and conditions contain important information.
If you do not understand these terms and conditions or have any questions about these terms and conditions, please contact us via the live chat on the GoWell website or app. Our representatives will be happy to assist you and answer any question you may have.
By becoming a GoWell program member, by paying the annual GoWell membership fee to GoWell or by subscribing/participating in the GoWell program or by accessing any benefit or reward, you will be deemed to have:
2. Changes to the GoWell Program, Partners and Benefits
It is your responsibility to keep yourself up to date in respect of GoWell program and these terms and conditions and any related document thereof.
GoWell also reserves the right to change the identity and range of partners, benefits structure / incentives / discounts / cash back and eligibility conditions at any time.
For example, GoWell may, among other things:
A. change the ways in which GoWell points and GoWell status levels (also known as points and status throughout these terms and conditions) are earned, credited, accumulated or structured;
B. change the number of points required to access or use a benefit;
C. change the ways in which points or benefits may be redeemed;
D. add, limit, change, replace or remove partners;
E. add, limit, change, replace, limit, cancel, withdraw or remove any benefit, incentive or cash back;
F. change the membership fees;
G. change any other features, concessions or benefits of the GoWell program; and/or
H. adopt or implement any legal requirement, decision, recommendation, regulatory guidance or standard of any court, tribunal, ombudsman service or regulator.
We shall use reasonable effort to notify the GoWell members of changes or variations to the GoWell program by posting details of the changes on the GoWell website. Where we consider that changes to the GoWell program will be significant, we shall endeavour to provide GoWell members with reasonable notice of the changes in advance. This notice may be provided electronically, including by email (sent to your last notified email address) or by posting details of the change(s) on the GoWell and etisalat by e& websites.
If you are not satisfied with any changes or variations to the GoWell program, you may terminate your membership under clause 9 (Termination of membership) of these terms and conditions.
3. GoWell Membership
GoWell membership is granted based on the sole discretion of GoWell and GoWell may refuse membership to any applicant based on its justification.
GoWell membership year commences on the date that the GoWell billing begins and runs on a monthly cycle. The GoWell membership year can start on any day of the calendar year. The commencement date of your GoWell membership will fall on the date you activate your GoWell membership.
4. Qualification as a GoWell Member
To qualify as a GoWell member, an applicant has to meet the following requirements: -
A. You must be 18 years or older (as of last birthday);
B. You must provide a valid unique email address and identification number;
C. Your annual/monthly membership fee is duly paid; and
D. You must be located in the United Arab Emirates during the GoWell member registration process.
The GoWell member must be a living individual, and membership is not available to corporations or other legal entities. Membership is granted at the sole discretion of GoWell. Each individual is entitled to only one GoWell membership.
GoWell may, in its absolute discretion, allow certain individuals who do not meet the qualifying conditions set out above to become a GoWell member (exclusive memberships). Please refer to clause 10.6 of these terms and conditions for further information relating to exclusive memberships.
5. GoWell Membership Number
GoWell members will be issued a membership number, accessible via the GoWell mobile application. The use of this number or associated benefits is deemed to be an acceptance of these terms and conditions and any other applicable rules, regulations, policies or procedures related to the benefit provided by GoWell and their partners.
You will be able to access the GoWell mobile application after GoWell accepts your application and you have successfully activated your membership. GoWell shall not be responsible in the event of any error in your application due to the provision of incomplete or inaccurate particulars or information (including payment details) or an obsolete, incomplete or inaccurate mailing address.
You may need to present your GoWell membership number at our partners to earn points and enjoy benefits. If you fail to present your GoWell membership number at our partners when requested, you may not be able to claim such points and benefits retrospectively.
GoWell program membership is non-transferable and non-assignable, and will be used exclusively only by you. You will remain liable for all transactions incurred from usage of the GoWell membership number (whether authorised or otherwise).
You will not be entitled to dispute any transaction using your GoWell membership number or under your username and password, unless GoWell has previously confirmed the receipt of your notification on the suspected or actual unauthorised use of your GoWell membership number. GoWell is entitled, but not obliged, to rely on all instructions and transactions carried out using your GoWell membership number or under your username and password.
By applying for and using the GoWell membership number, you agree and undertake:
A. not to use the GoWell membership number for any commercial, fraudulent or unlawful purposes or purposes which are deemed unacceptable by GoWell or which are prohibited by these terms and conditions;
B. to promptly notify GoWell of any unauthorised use of the GoWell membership number;
C. to change your password immediately and notify GoWell immediately and request a new password if you have reason to suspect that the security and/or confidentiality of your password has been compromised;
D. to pay all fees relating to the use of your GoWell membership as GoWell may prescribe from time to time; and
E. to only use the GoWell membership number in good faith and in accordance with these GoWell terms and conditions.
6. GoWell Program Benefits
6.1. Benefits of the GoWell program
The GoWell program is a health and wellness program that aims to reward GoWell members who are proactive about improving their health and general well-being by providing benefits which may include discounts, exclusive offers, cash back rewards and other benefits relating to goods and/or services offered by GoWell and our partners from time to time. The GoWell is not a medically accredited platform. For more information, please refer to the GoWell benefit guides made available on the website or mobile application.
Unless otherwise set out in the relevant benefit guide, only a GoWell member can enjoy the benefits. Benefits may only be used for personal and not business purposes.
As a general rule, you will be eligible to access benefits when you activate your GoWell membership. Certain benefits may not be accessible immediately and may be subject to a processing or waiting period. The relevant benefit guide will explain when that benefit will be available and the relevant terms and conditions applicable to obtaining each benefit. If you do not activate your GoWell membership, you may not be able to access benefits. Please refer to the benefit guides for more information.
In some cases, certain benefits or partner discounts will not be applied at the point of sale. Instead, these benefits or discounts may be consolidated on a periodic basis in the form of rebates. Where applicable, you will receive such rebates by electronic funds transfer or vouchers, or such other method as may be determined by us from time to time at our sole discretion and subject to applicable laws. For more information, please refer to the relevant benefit guide on the GoWell website or mobile application.
6.2. Additional fees for using benefits
Additional fees, including but not limited to, activation fees, monthly fees and subscription fees, may be payable for the utilisation of certain benefits. The fees may be payable directly to the partner or to GoWell. Please refer to the benefit guides on the GoWell website or mobile application for more information. Where possible, we will endeavour to give you advance notice of the introduction of, or increase to, any fees payable for the utilisation of certain benefits. This notice may be provided electronically, including by email (sent to your last notified email address) or by posting details of the change(s) on the GoWell website.
If you are not satisfied with the introduction of, or increase to, any fees payable for the utilisation of certain benefits, you may terminate your membership under clause 9 (Termination of membership) of these terms and conditions.
6.3. Important information about benefits
Benefits are provided by our partners. These partners are separate and independent entities, and GoWell shall not be responsible for the nature or quality of products or services provided by those partners, nor for any solicitation efforts by those partners. The products and services offered by our partners are not sold or marketed by GoWell, and the provision of the same may also be subject to certain terms and conditions of our partners. Our partners may apply additional terms and conditions with regard to the availability and eligibility of earning GoWell points.
GoWell makes no representations or warranties, express or implied, of any kind with respect to any benefit, including price, availability, quantity, quality, accuracy, timeliness, usefulness, merchantability or fitness of any product or service provided as part of a benefit, including without limitation, success rate, fitness for a particular purpose and quality.
GoWell and its partners will not be liable for any loss, injury, claim or damage suffered or incurred as a direct or indirect result of a GoWell member’s use of a product or service or reliance upon advice with respect to any benefit. GoWell and its partners shall have no liability for partner withdrawals from the GoWell program or for award changes or cancellations caused by partner withdrawals, discontinued partner service, or award or point accrual cancellations for any reason.
Any dispute about any products or services provided as part of a benefit must be resolved directly with the relevant partner.
6.4 Benefit guides and other documentation
A partner (alone or jointly with GoWell) may issue a benefit guide which sets out the rules governing the use and access to a benefit. You can obtain the full set of benefit guides by contacting us via the live chat on the GoWell website or app. The benefit guides are also available on the GoWell website and mobile application.
Representations in the benefit guides made on behalf of our partners are based upon information that GoWell has received from them, such information having been provided to us along with assurances from our partners that it is accurate.
GoWell and its partners do not assume any legal liability or responsibility for the completeness, accuracy, adequacy or currency of the contents of any benefit guide or any other advice or information provided with respect to any benefit.
All information in a benefit guide and other information provided with respect to any benefit is general information only and are not in any way intended to be financial, medical, nutritional, health, fitness, legal or other advice or as a substitute for such advice. Any such information is not provided to promote or influence you to acquire any product or service.
Benefit guides and other information provided in respect of benefits do not take into account your personal circumstances and are subject to change. You should obtain professional advice from a medical practitioner, pharmacist, dentist, nutritionist or other appropriate health professional in relation to your own personal circumstances or in relation to the diagnosis or treatment of any medical condition. If necessary, you should consult with such a professional. Importantly, the results of any benefits, devices, services, software available, assessments, health checks, consultations or tools cannot replace any advice a doctor or other health professional gives. You should not change or discontinue any assistance or treatment you may be receiving on the basis of information provided in relation to any benefits, devices, services, software available, assessments, health checks, consultations or tools accessed or used without first consulting your healthcare provider. Medicines you use for your physical or mental health may also affect the results of any benefits, devices, services, software available, assessments, health checks, consultations or tools accessed or used. You should also seek professional advice immediately should any symptoms you may be experiencing persist or change.
6.5 GoWell fitness assessment and GoWell Active Rewards
By taking part in the GoWell fitness assessment with a GoWell partner (and/or its franchisees) and/or by using the GoWell gym partner’s and/or its franchisees’ services and/or facilities (Activity); and by engaging with the weekly physical activity targets presented through the Active Rewards program (Activity) you:
C. Acknowledge and agree that to the extent permitted by law, GoWell and the relevant gym partner exclude any and all liability to you under contract, tort, statute, equity or in any other manner, for any injury (including without limitation death, personal, bodily or mental injury), damage or loss of any kind whatsoever (including without limitation, any liability for direct, indirect, special or consequential loss or damage) sustained by you or any other person, or for any costs, charges or expenses incurred by you or any other person arising from or in connection with the Activity and/or any act or omission of GoWell and/or the relevant gym partner, except to the extent that such injury, damage or loss is caused by the gross negligence (meaning that the act was done or omitted to be done with reckless disregard, with or without consciousness for the consequences of the act or omission) of GoWell and/or the relevant gym partner. In such case, the liability of the respective party will be limited to the injury, damage or loss directly caused by that party’s gross negligence. This clause does not exclude, or intend to exclude, any consumer guarantees applicable to the Activity and to the extent that it does this clause has no effect;
D. Represent that you are in good physical and mental condition and have no health and medical reason, Impairment or disability that might prevent you from undertaking the Activity. You acknowledge that neither GoWell nor the gym partner is in a qualified position to provide you with medical advice related to your physical condition and/or inability to undertake the Activity;
E. Agree to obtain professional advice from a medical practitioner, pharmacist, nutritionist or other appropriate health professional in relation to your own personal circumstances or in relation to the diagnosis or treatment of any health / medical condition. If necessary, you agree that you will regularly consult with such a professional. You also agree to seek professional advice immediately should any symptoms you may be experiencing persist or change;
F. Agree to consult your physician or other health care professional before starting this Activity or any other fitness program to determine if it is right for your need
G. By engaging with Activity, you agree that you have clearance from your doctor to start an exercise program; and
H. Acknowledge and agree that the results of the Activity are not a substitute for medical advice or treatment and must not be used for diagnosing or treating a health problem or to replace your doctor or healthcare professional. You agree not to change or discontinue any assistance, medication or treatment you may be receiving on the basis of information provided in relation to the Activity without first consulting your doctor or health professional. Medicines you use for your physical or mental health may affect the results of the Activity. Any reliance by you on the information provided in undertaking the Activity will be at your own risk. GoWell and the gym partner make no express or implied representation or warranty regarding the completeness, accuracy, reliability or currency of the information or results provided.
7 GoWell Status and GoWell Points
7.1 GoWell Status
As a new GoWell member, your default status will be Bronze. Points earned throughout your GoWell membership year are added towards your status. The more points you earn, the higher the status you will achieve. The different status levels are: Bronze, Silver, Gold and Platinum. To move up a status, you will need to accumulate a sufficient number of points to reach the relevant status. The table below sets out how many points are needed for each status at the date of these terms and conditions.
0 – 9,999
10,000 – 19,000
20,000 – 24,999
As your status changes, the benefits you are entitled to and the terms relating to those benefits may change. Please refer to the benefit guides for further information.
7.2 Earning GoWell Points
You will earn points for completing certain activities if you are a GoWell member. Additional rules such as age and gender rules apply to some activities. Please refer to the benefit guides for further details. The number of points you can earn will depend on a range of factors such as the activity you are doing and your health goals and risk factors. We may adjust the number of points you can earn for each activity depending on your individual health status or how important the activity is to your health status. Certain activities and/or groups/categories of activities may have limits as to how many points you can earn over a certain time period.
Additional terms and conditions may apply to each activity. Please refer to the relevant benefit guides for further details.
7.3 Awarding of GoWell Points
GoWell points will be awarded to you in accordance with the terms and conditions as determined by us and the respective partner from time to time. In some cases, it may take approximately 30 days for your points to be reflected. We assume no control, responsibility or liability as to the awarding of or any delay in the awarding of points or posting of transactions into your membership account by the respective partners.
GoWell and its partners may run promotions from time to time offering bonus GoWell points. Qualification for these bonus points is subject to terms and conditions of each individual promotion. Where a promotion requires pre-registration, bonus points will only be credited if members complete the registration process prior to purchase or consumption of our partner’s products and services.
GoWell and its partners may exclude specific activities from the crediting of GoWell points with or without notice to members. In some cases, GoWell points may not be earned in conjunction with other promotions or discounts offered by GoWell and/or its partners. You are advised to check with us and/or our partners.
It is your responsibility to check that all points are reflected accurately.
GoWell reserves the right to audit any and all your activities to ensure compliance with these terms and conditions and other applicable rules, regulations, policies or procedures relating to the GoWell program, without notice to you. During the course of audit or investigation, we may share your account information with our partners and also third parties with whom we have contracted to assist in perform such audit or investigation. In the event that an audit reveals discrepancies or possible violations, we may delay the processing of the awarding of GoWell points, cancel any outstanding redemption, without statements or suspend your account pending completion of an audit. Upon completion of an audit, if discrepancy or violation has been determined by us, in addition to any other remedies we may have, the GoWell points may be removed from your account and/or your GoWell status may be downgraded to remedy any such discrepancy or violation with or without notice to you.
Any disputes in connection with or arising from the points awarded must be notified to us as soon as possible and in any event, within 30 days from the date of activity, by contacting us via the live chat on the GoWell website or app. We may need you to provide us with supporting documents wherever applicable to assist us in settling any disputes. If we do not receive any notifications from you within the stipulated timeframe of any disputes or inaccuracies on your points, the points statement will be taken to be correct, final and binding on you. Our decision on any such dispute shall be final and conclusive.
7.4 Monitor your GoWell Points
You can monitor your via the GoWell mobile app.
There may be a delay for points to be loaded and / or reflected on your points statement on your mobile app.
7.5 Validity and expiry of GoWell Points
Your status will remain in place from the time you earn the relevant status until the end of the next GoWell membership year unless changes are made to your membership. At the anniversary of your GoWell membership, GoWell members will carry over their status earned from the previous year. However, in the year after that GoWell membership year, you will lose your status if you do not earn enough points to maintain it.
Your points will expire at the end of the GoWell membership year in which the points are earned. No points will be carried over into the subsequent year. Points earned in one GoWell membership year must be claimed within 30 days from the anniversary of your GoWell membership. If you do not submit the points within this period, the points will not be awarded.
7.6 Transfer of rights
The membership of GoWell program is personal to you and will not be assigned at law or in equity. Accrued GoWell Points do not constitute your property.
GoWell Points generated under this GoWell program apply to certain qualified benefits offered by the partners in the United Arab Emirates only. They are not transferrable to other GoWell and/or etisalat by e& schemes operated elsewhere in the world (and vice versa).
Except as provided otherwise in these terms and conditions or in any other documents relating to GoWell program, you cannot transfer, assign, sell, barter or pledge your points, your status, membership rights or rights to benefits or points to another person or another membership. GoWell points cannot be bequeathed or devised. Points cannot be redeemed for cash and cannot be returned for any other consideration.
If points, awards or benefits are purchased from an unauthorised source, such transactions are voidable and you will be liable for the full, unrestricted value of awards issued as a result of improper or fraudulent transfers and/or redemptions and otherwise in violation of the terms of the GoWell program.
7.7 Underutilisation rules
On some benefits you may be required to utilise and/or purchase the partner’s facility, goods and/or services a specified minimum number of times or amounts. Failure to meet these minimum utilisation rules could result in your rights to the benefit being altered or terminated.
Please see the relevant benefit guide on the GoWell website for more details.
8 Membership Fee
Participation and membership in GoWell program is subject to the payment of membership fees. All membership fees will be payable to GoWell on or before your membership fee due date.
The membership fees for the following period will be advised to you on initial application and prior to the membership fee due date. GoWell reserves the right to vary the membership fee provided we notify you in advance of the new membership fee prior to the membership fee due date. If you are not satisfied with the revised fee amount, you may terminate your membership in accordance with clause 9 of these terms and conditions.
You must pay your membership fee using such payment methods as may be approved by us.
If we do not receive payment of your membership fee by the end of the grace period, your GoWell membership will automatically terminate and your account, points and status will be deleted. Your GoWell membership, points and status will remain in force during the grace period.
9 Termination of Membership
9.1 Cancellation by you
You may request for cancellation of your GoWell membership at any time. You can speak to our live chat agent to request for cancellation, or visit the Manage My Subscription section of the GoWell website: https://www.go-well.ae/group/vitality-member-portal/manage-subscription. No full or partial refund shall be allowed by us in the event that you choose to cancel your GoWell membership.
Your account will be deleted along with personal data following our reinstatement period of 28 days. If you are a paying member, you will still have access to your account until the end of your billing cycle If you are on your free trial, you will have access until the end of your free trial.
On termination of your GoWell membership, you may or may not automatically terminate your existing relationship with partners, you may still be subject to the notice period of certain partners and to any other relevant terms and conditions of such partners.
9.2 Termination of the GoWell program or your membership by us
We reserve the right to terminate or revoke the GoWell program (in whole or in part) at any time and do not guarantee that the GoWell program will continue indefinitely or that it will be managed and owned by us.
We further reserve the right to terminate your GoWell membership (in whole or in part, including your access and right to utilise one or more of the benefits), your transaction(s), GoWell membership number, points and/or forfeit the accumulated points, for reasons which include (but are not limited to):
A. if we detect or suspect any unusual, irregular, suspicious, fraudulent or unauthorised use or activity or any conduct/misconduct
C. if you do not or no longer qualify (or we suspect that you do not or no longer qualify) for a GoWell membership under these terms and conditions;
D. if you do not pay the membership fee or any other fees payable to us or any of our partners;
E. if we believe that you are abusing or misusing the benefits, awards or privileges of the program;
In the event of termination of the GoWell program or the cancellation of membership in the GoWell program, we shall notify you in writing of such termination or cancellation by posting details on the GoWell website, and/or by sending an email to the last notified email address as specified by you. In the event of reason D you will be given a grace period to resolve the issue, wherein we will terminate your membership
If you cancel your membership we shall use reasonable endeavours to allow GoWell members to access their benefits ordered as at the date of termination of the GoWell program for the remainder of the billing period.
9.3 If your membership terminates
If your membership is terminated for any reason:
A. Subject to the terms of our agreements with the relevant partners and any other relevant terms and conditions of the relevant partners, your rights to benefits will cease upon the termination of your GoWell membership.
B. You may be entitled to any outstanding partner cash back or vouchers that you earned less any outstanding fees due to GoWell, subject to the terms and conditions of the applicable partner cash back program.
C. In the event that there are any unpaid sums owed to GoWell or any of our partners in connection with your GoWell membership, upon the termination of your GoWell membership, we reserve the right to deduct any such unpaid sums from the benefits that you may have earned.
D. Any points and status will cease upon the termination of your GoWell membership.
10 Other Important Information
10.1 General information
Membership of the GoWell program does not give rise to any legal relationship with etisalat by e& or GoWell, other than being bound by these terms and conditions and the other governing documentation referred to in clause 1 of these terms and conditions, and when entitled to do so, to receive any benefits.
Nothing herein shall be construed as a representation by us that GoWell program and/or GoWell membership number is/are available for use in geographic areas or jurisdictions other than the United Arab Emirates.
If for any reason, any provision or part of the GoWell terms and conditions or any provision or part of any other governing documentation is found to be void or unenforceable, such provision or part of the GoWell terms and conditions or of any other governing documentation shall be deemed to be severed from the GoWell terms and conditions or such other governing documentation and the remainder of such provision or of the GoWell terms and conditions or such other governing documentation, as the case may be, shall remain in full force and effect and may be enforced to the fullest extent possible.
Other benefit promotions, special discounts, competitions, exclusive offers etc. may be offered from time to time, including from us, our partners or affiliates. If they are offered, other terms and conditions may apply, which may be notified by mail, email, SMS, the GoWell website or the etisalat by e& website www.etisalat.ae or other facility.
10.2 How we communicate with you and consent to electronic communication
You consent to receive documents and other information in relation to your GoWell membership and any other arrangements you have with us by electronic communication to the most recent email address we have for you in our records and authorise us to act on instructions received electronically. You also consent to us communicating electronically the fact that some information can be obtained by following a hyper-link or by accessing an electronic address set out in the communication. You acknowledge that these consents and authority have effect to the maximum extent that we are permitted by law to act and provide information to you in accordance with these consents and authority.
We shall be entitled from time to time to contact you via electronic transmission (e.g., email), mail, SMS, mobile push notifications, telephone, fax and other means of communication (via any of your telephone numbers, whether registered in the United Arab Emirates or otherwise) in respect of your membership and participation in the program. You acknowledge that hard copy documents and information may not be given and that electronic communications must be regularly checked. Notwithstanding these consents, we may still decide to send you hard copy documents and information in certain circumstances.
Any notice or other information to be given to you may be given by updates to the GoWell website, portals, online facilities, electronic transmission (e.g., email), mail, SMS, mobile push notifications, telephone, fax and other means of communication (by any of your telephone numbers, whether registered in the United Arab Emirates or otherwise), at the address as may from time to time be notified in writing.
We shall use reasonable endeavours to transmit statements, notices and other material relevant to GoWell members to advise you of various matters of interest, including changes to the program, but we shall not be responsible for correspondence lost or destroyed. Any statement, notice or other material shall be deemed to have been given by us if it is uploaded to the GoWell website or if it is sent to the email or physical mail address last notified to us by the GoWell member for the GoWell program. You are responsible for advising us of any change in your contact details, including email and physical mail address, and ensuring that your email address remains current and unblocked and that communications from us are not filtered or placed in a location where you do not see them so that we can provide documents and other information to you. GoWell shall not be liable for failure to deliver a notice to you where you have failed to comply with the foregoing.
10.3 Disclosure of information
By way of summary, we collect personal and sensitive information in a range of circumstances, including on registration, when you contact us and provide us with your express consent to do so, in order to make an enquiry or use or request our products or services or the products or services of our partners. The types of personal and sensitive information we collect includes (amongst other things) your name and contact details, identifying information (e.g., date of birth), demographic and profile information (gender, age, etc.) and health and medical-related information. We also collect personal information about your interactions with us, including any contact we have with you by telephone, email or online. You hereby agree that any information provided by you for use in relation to the GoWell program is on a voluntary basis for your membership and participation in the GoWell program.
10.4 Dishonesty/fraud/misrepresentation/abuse of GoWell program privilege
Your membership of, and participation in the GoWell program is based on mutual trust. Where dishonesty or fraud or misrepresentation or abuse of GoWell program privilege is detected, benefits may not be awarded, your GoWell membership may be cancelled and the matter may be referred to the appropriate authorities. This GoWell membership may become invalid and we may take other action consistent with our legal rights.
If any act or omission by you is dishonest or fraudulent or constitutes an abuse of the GoWell program privilege, or if any dishonest or fraudulent or improper means or devices are used by you, any member of your household or anyone acting on your or their behalf in relation to the GoWell program, then all benefits under this program may be lost or forfeited, your GoWell membership may also be cancelled and you may have to return to us any payments made by us and benefits provided by us, or any of our partners (or by any other party under our direction) as a result of your actions or the actions of any member of your household or anyone acting on your or their behalf as a result of any dishonest or fraudulent actions.
10.5 Exclusion of liabilities
Under no circumstances, including as a result of its negligent acts or omissions or those of its officers, employees, directors, agents, advisers, contractors, partners or other persons for whom in law it may be liable, shall etisalat by e& and/or its partners be liable for any loss or damage of any nature which you, your beneficiaries or any third parties may sustain as a result of engagement in the GoWell program. By agreeing to these terms and conditions you, your beneficiaries and any third parties indemnify etisalat by e& and/or its partners accordingly.
All liability of etisalat by e& and/or partners and their respective officers, employees, directors, agents, advisers and/or contractors for any loss, damage, claim or expense (including but not limited to indirect, incidental, special, punitive or consequential liability, economic loss, loss of profits and loss of opportunity) you may incur or suffer that arises directly or indirectly out of these terms and conditions, any other governing documentation as set out in clause 1 of these terms and conditions or the GoWell program (regardless of whether we have any control over circumstances giving rise to the claim or not) including termination or suspension of your GoWell membership, termination of the GoWell program and/or termination of any partner benefit, is hereby excluded to the maximum extent permitted by law. To the extent permitted by law, this applies even if we have been informed that the liability, loss, damage or expense will or may result. etisalat by e& and/or partners and their respective officers, employees, directors, agents, advisers and/or contractors disclaim all warranties, express or implied, in connection with the GoWell program and the benefits. If etisalat by e& and/or partners are liable to you in any way, our liability shall be limited to allocating to your GoWell membership the number of points and/or status which we consider is appropriate in connection with which the relevant claim arose.
To the fullest extent permitted by law, GoWell disclaims all express or implied warranties including, but not limited to, warranties of availability, price, satisfactory quality, merchantability and fitness for a particular purpose. etisalat by e& and/or its partners shall not be liable for any damage or loss of any kind directly or indirectly arising from or in connection with the GoWell program, any information, software, products, services, benefits or content obtained through the GoWell program, or your dealings with our partners and third-party service providers available through the GoWell program.
etisalat by e& and/or its partners shall not be liable for any disruption to the GoWell program or any delay to or inability to provide any of the benefits cause by circumstances beyond the control of GoWell including, but not limited to, failure of any service provider or other third party, pandemics and epidemics, merchant closure, strikes or industrial disputes, acts of God, flood, weather, natural disaster, unavailability, war, hostilities (whether war be declared or not) terrorism, rebellion, revolution, insurrection, military or usurped power or confiscation or civil disturbance.
Any third-party links (including those of partners) provided by us on any of our websites, communication channels and social media are provided for your convenience. Their inclusion does not imply any approval or endorsement by us. We have no control over the content of those sites and accept no responsibility or liability in respect of them.
You must evaluate and bear all risks associated with the use of the content downloaded and acquired through our/third party (including partner) websites. We shall not be liable for any damage or loss of any kind directly or indirectly arising from or in connection with your use or inability to access our website /third party (including partner) links and/or use any related documents. Please note that the material (including, without limitation, workout and exercise tips, and information contained in applications and video clips), provided on any of our websites, communication channels and social media, including all text, photographs, images, illustrations, graphics, audio, video and audio-video clips, is provided by way of general information only. Whilst we, (including our holding company, subsidiaries and/or the subsidiaries of our holding company and any joint venture partners or affiliates), endeavour to ensure that the contents of the material are accurate, errors or omissions may occur and we do not accept any liability in respect of them.
We recommend that you consult with your physician before you undertake to follow any health and fitness recommendation you may receive from GoWell program, our websites, communication channels and social media. We are not a licensed medical provider and have no expertise in diagnosing, examining, or treating medical conditions of any kind, or in determining the effect of any specific exercise on a medical condition. GoWell program does not provide any medical advice or treatment. GoWell program is not intended to be a substitute for professional medical advice, diagnosis, treatment or management of care following an assessment in the event of abnormal health screen results. No recommendation is intended to be instructional for medical diagnosis or treatment. Should you have any health-related questions, please call or see your healthcare provider or doctor promptly. In the event of an emergency, call your healthcare provider or doctor immediately.
You expressly agree that your athletic activities carry certain inherent and significant risks of property damage, bodily injury or death and that you voluntarily assume all known and unknown risks associated with these activities even if caused in whole or part by the action, inaction or negligence of us or by the action, inaction or negligence of others (including partners). You also expressly agree that we do not assume responsibility for the inspection, supervision, preparation, or conduct of any race, contest, group athletic activity or event that may earn you points.
If you ever start to feel unwell or have discomfort at any time after trying the workout or exercise, stop immediately and seek further advice from your healthcare professionals or doctor. Do not disregard, avoid or delay obtaining medical or health related advice from your healthcare professional because of what you may have read on any of our website, communication channels and social media. Current health and fitness research may exist that could impact the information provided by us; information provided may not be based on the most recent findings or developments. We shall not be held responsible for any injuries and/or damages that may result from your participation in or engagement of the workout or exercise or any health and wellness program, of which the information has been provided to or shared with you on any of our websites, communication channels and social media.
We do not accept any liability with respect to death, injury or any consequential damage or loss arising from or in connection with the GoWell program generally or from the supply of a benefit or service or from the loss, theft or destruction of a benefit (including, but not limited to vouchers).
You may incur a tax liability or disclosure obligation through joining or use of GoWell program. You should obtain your own financial or tax advice regarding any benefit you may receive through GoWell. GoWell is not liable for any financial or tax consequences that may arise. etisalat by e& reserves the right to provide any tax authorities with full details of any member’s accrual and redemption of benefits, upon request of a tax authority. etisalat by e& excludes all liability for cooperating with tax authorities in this matter.
10.6 Exclusive memberships
From time to time and in our sole and absolute discretion, we may select individuals and offer exclusive memberships to them for GoWell program. In such circumstances the individual will be deemed to satisfy the eligibility criteria in these terms and conditions and other additional eligibility criteria as may be determined by us for the exclusive membership offer at our sole and absolute discretion. We may at our sole and absolute discretion waive the annual membership fee, or other requirements of GoWell membership. Whether a selected individual is offered an exclusive membership and the eligibility and rules applicable to such exclusive membership are in the absolute discretion of GoWell and etisalat by e&.
These terms and conditions apply to such exclusive memberships, except where the terms and conditions are inconsistent with this clause 10.6, in which case this clause 10.6 will prevail to the extent of any inconsistency. If an exclusive membership is offered, other terms and conditions may apply, which may be notified by the GoWell website, mobile application, email, SMS or such other facility as etisalat by e& determines in its sole and absolute discretion. We reserve the right to terminate, suspend, cancel, deactivate, recall or revoke an exclusive membership offered at any time.
Where a selected individual has an exclusive membership from GoWell or etisalat by e&, they are not eligible for discounts or any cash back which may otherwise be available under the GoWell program. However, an individual being granted an exclusive membership may choose to cease having the exclusive membership status, and apply for a paying GoWell membership, and in which case, if accepted, that individual would be eligible to enjoy any discounts or cash back which may normally be available to other ordinary paying GoWell members.
Without in any way limiting the termination rights of GoWell or other rights contained in these terms and conditions or rights under rules, regulations, policies, procedures and other documentations relating to GoWell program, the exclusive membership will automatically be terminated on the occurrence of the earliest of one of the following applicable events: cessation of business; retirement or death. GoWell reserves the right, and retains the sole discretion, to terminate or suspend the exclusive membership at any time without the need to provide reasons.
Other terms and conditions shall continue to apply to exclusive memberships and other rules, policies or procedures applicable to exclusive memberships may be adopted, implemented, amended or varied by us from time to time.
10.7 Third party rights
These terms and conditions, benefit guides and other documentations issued by us relating to GoWell program are not intended to, and do not give any person who is not our member any right to enforce any of the provisions.
If any provision of these terms and conditions is prohibited by law or judged by a court or tribunal to be unlawful, void or unenforceable, the provision shall, to the extent required, be severed from these terms and conditions and rendered ineffective as far as possible without modifying the remaining provisions, and shall not in any way affect any other circumstances of or the validity or enforcement of these terms and conditions.
No failure or delay by GoWell in exercising any or enforcing any right, power or privilege shall impair the same or operate as a waiver of the same nor shall any single or partial exercise of any right, power or privilege preclude any further exercise of the same or the exercise of any other right, power or privilege.
10.10 Law and jurisdiction
These terms and conditions and the relationship between you and GoWell are governed by the United Arab Emirates laws. By joining the GoWell program, you agree to submit to the exclusive jurisdiction of the United Arab Emirates courts.
If this English version of the terms and conditions do not conform to the other language version, or there is any conflict in meaning between the English version and any version or translation in other language, the English version shall prevail. In the event of dispute, GoWell reserves the right to final decision.
11 GoWell goals and reward rules
You qualify for a reward every time you meet your goal.
The reward may be predetermined or may be determined by playing a game such as spinning the GoWell wheel.
Rewards may be in the form of vouchers or gift cards for goods or services from specific partners; or may be in the form of coins that accumulate within the GoWell app, and that you can exchange for other rewards once you have accumulated enough coins. Note that the rewards on offer will vary from time to time.
You have two weeks to collect your reward from the time you meet your goal.
Note that neither Apple nor Google is neither a sponsor nor in any way involved with the GoWell wheel nor other aspects of rewards within the GoWell programme.
12 Definitions and Interpretation
In the terms and conditions, unless the context otherwise requires, the headings are inserted for convenience only and shall not affect the construction of these terms and conditions.
The following expressions have the following meanings:
GoWell, we, our, us
Refers to GoWell and/or where appropriate, its related bodies corporate and affiliates
As set out in clause 4 of these terms and conditions.
The wellness program offered and administered by etisalat by e&. The program is a science-backed health and wellness program, encouraging you to get healthier and gain rewards.The program's proven approach takes you on a personal pathway to better health: you get to know your health, learn how to improve your health and enjoy the rewards when you do.
The GoWell website at www.go-well.ae
The membership payment that must be paid on joining the GoWell program and periodically to remain a member of the GoWell program included with your application for an eligible plan or Corporation Solutions policy or as part of your application for GoWell, as may be updated or varied from time to time on the GoWell website or in other notices or documentation issued to you.
The membership fee may be payable on an annual or such other periodic basis [save and except for some Corporate Solutions policies, the membership fee may be payable on a monthly basis] and using payment methods as may be permitted by us (please refer to clause 8).
Refers to discounts, exclusive offers, cash back rewards, and other benefits relating to goods and/or services offered by our partners from time to time and available to GoWell members through the GoWell program.
etisalat by e&
Is the program owner managing and offering GoWell program in the UAE
Refers to the extra 7 days that we give to you, from the membership fee due date, for you to pay your fee (at the discretion of Etisalat by e&) in the event of membership termination due to non-payment
The 12-month period starting from the commencement of your GoWell membership. Exceptions to this duration shall be clearly notified by GoWell
membership fee due date
Refers to the date when your annual membership fee payment is due.
Means a retailer, association, or any other person, entity, firm or corporation who offers products or services or benefits as awards in the GoWell program and who permits the accrual of GoWell points to GoWell members who utilize their products or services. The partners are separate and independent persons or entities from GoWell.
Refers to discounts, rewards, benefits, incentives, cash back, vouchers, goods and/or services available to members through GoWell offered by our Partners.
partner cash back
Discounts you may be entitled to with certain partners which may be distributed in the form of electronic funds transfer or cheque or coupons or vouchers or other methods, whether conditional or otherwise, as may be determined by us from time to time and at our sole discretion.
points / GoWell Points
The points awarded to a GoWell member for doing certain healthy activities.
status / GoWell Status
The member status level on GoWell program that a member can achieve in accordance with the number of points he/she may have earned and accumulated during a membership year. Status levels are Bronze, Silver, Gold and Platinum. GoWell members start on Bronze and may progress through the levels to Platinum as they earn points while engaging in healthy activities.
The minimum points a GoWell member must earn and accumulate each membership year before moving to a particular GoWell status.
terms and conditions
Refers to a living individual who has applied and been granted membership in GoWell program.
Information is correct as of October 28, 2022.
Your personal information
Personal information is any information that is specific to a particular customer using our services.
We may collect your personal information such as:
How we use your personal information
We collect and use personal information to help us manage your account:
We may monitor your use of the services and record any calls made to the Etisalat Contact Centre for training, financial control, quality control and regulatory purposes.
We use various types of cookies, including essential cookies (which help you move around the secured areas of the websites and do things you have specifically come to the websites for, for examples remembering products you put in your basket and information you enter in forms), cookies for website information (which collect anonymous information about how visitors use our websites, including the most popular pages and any error pages you see), and cookies that save your settings.
Sharing and Disclosing Your Personal Information
Your personal information may be shared with, or transferred to, our subsidiaries, affiliated companies, and trusted third parties (including agents, resellers, subcontractors and suppliers who are directly involved in the supply of the services ordered by you. We shall not share or use your personal information with our affiliates or any third party that is not directly involved in the provision of the services, without obtaining your prior express consent. However, you always have the option to withdraw your consent by contacting Etisalat Contact Centre.
We may disclose your personal information, with predefined processes, if such disclosure is:
To be more specific, we may disclose your personal information to third parties if we are under a duty to disclose or share your personal information in order to comply with any legal obligation or to protect the rights, property, or safety of Etisalat, our customers or others. We may share your personal information with reputable credit reporting agencies for the purposes of fraud protection and credit risk reduction.
We may also share your personal information for emergency services, including your approximate location.
We may be required to disclose your personal information or legally intercept the services to comply with the laws of the UAE or the express instructions of a competent authority (such as the Telecommunications Regulatory Authority) or where it is deemed necessary in the interests of public or national security.
In addition, we may share aggregated and/or anonymized (non-personally identifiable) information, derived from your personal information, publicly and with our partners such as publishers, advertisers, website owners etc.
At any time if you would prefer to stop receiving such information from Etisalat, you may use the “unsubscribe” option included in the message or contact the Etisalat Contact Centre.
Etisalat and Telecommunications Regulatory Authority (TDRA) understand that some of you may not wish to receive promotional SMSs or calls anymore. Therefore, you can opt-out from these communications at any time. In that case, please consider the below options:
- If you do not wish to receive SMSs from Etisalat about offers and promotions, please text "b etisalat" to 7726 and we will immediately make sure that you will not receive any promotional SMS.
- If you do not wish to receive any SMSs at all about offers and promotions, please text "ball" to 7726 and we will immediately make sure that you will not receive any promotional SMS.
- If you do not wish to receive SMSs from a specific sender about offers and promotions, please text "b sender ID" to 7726 and we will immediately make sure that you will not receive any promotional SMS from that specific sender.
- To stop receiving promotional calls from Etisalat, you may send your request by typing DNC and sending it to 1451; these requests to stop receiving promotional calls will be processed within 30 days.
- You can at all times, subscribe again to Etisalat promotions by texting "u Etisalat" to 7726.
We respect your privacy. Informational messages from Etisalat such as bill invoices and balance recharge notification, service and information related communication, etc. are not subject to blocking.
Etisalat will include your contact details including your name or trading name, address and mobile phone number in a directory, in the case of an individual, upon obtaining your prior consent, which will make your details available through directory enquiry services.
If you want your contact details to be updated or withheld from directory enquiry services, please contact us.
Links to other websites
Our websites may contain, from time to time, links to and from the websites of our partner networks, advertisers and affiliates, including online stores and service providers hosted within our website, which are operated by third party merchants. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these third party privacy policies before you submit any personal information to these websites.
How long we retain your personal information for
Some of the personal information, which you give to Etisalat when subscribing for a service or product, will be retained for a reasonable period after termination of the subscription.
The periods for which we keep your information depend on the purpose for which your information was collected and the use to which it is put. We will only keep your personal information for as long as it is necessary or needed for our business purposes or for legal requirements, and then we delete it from our systems.
Accuracy and access to your information
You agree to provide us with accurate personal information at all times and you will notify us promptly upon any changes to your personal information. If you want to access any of your personal information you may contact us by mail or email. Upon verifying your details, we will, free of charge, disclose the relevant personal information we hold.
Username and password
Etisalat may ask you to set up or provide you, from time to time, a username and password for access to our services. You acknowledge that any username or password used to verify your identity for access to the services is personal to you and should not be made available to any other person. You should stop using your username and / or password and notify Etisalat immediately if you suspect that someone else may be using them.
Etisalat will not be responsible for any loss you may suffer as a result of the misuse of your username or password.
Security and protection of your personal information
We do our best to protect your personal details and other information about your account and use security measures to prevent any compromise of your personal information, including storing your account details and personal information on secure servers.
If you have any questions or concerns about our use of your personal information you should write to the address below:
Data Protection & Privacy
Head Office Marketing Department
Intersection of Sheikh Zayed II Street and Sheikh Rashid bin Saeed Al Maktoum Road
PO Box 3838
Abu Dhabi United Arab Emirates
Last updated on 19th October 2019.