Effective from 2026-04-02
UAB “Bitė Lietuva” (hereinafter – “Bitė”) provides public electronic communications services (hereinafter – the Services) to the “LABAS” user under the conditions and in the manner set out in these Rules for the Provision of “LABAS” Services (hereinafter – the Rules):
1. The service provider is UAB “Bitė Lietuva”, Žemaitės St. 15, LT-03504 Vilnius, Lithuania. Company code 301673440; VAT payer code LT100003983110.
2. Detailed information about all services available to a LABAS user is provided on the LABAS website at www.labas.lt or by calling the LABAS customer service department.
3. The service provision agreement between “Bitė” and the LABAS user shall be deemed concluded from the moment of activation of the SIM card (package) with the LABAS service. The SIM card (package) with the LABAS service is activated after confirming the identity of the prospective LABAS user and registering the telephone number. The identity of the LABAS user may be confirmed remotely on the LABAS website using the identification methods provided by LABAS, or by visiting one of the “Bitė” retail stores. Prospective LABAS users under the age of 14 may confirm their identity and register a telephone number by visiting any “Bitė” retail store together with their legal representative. In the event that inaccurate and/or incorrect data is provided, “Bitė” reserves the right not to provide LABAS services – to immediately, without prior notice, restrict or completely terminate the provision of LABAS services without refunding the price paid for the LABAS package and/or service. The possibility to activate a LABAS service SIM card in foreign countries may be restricted in accordance with the requirements of the legal acts in force in the Republic of Lithuania.
4. The validity period of purchased but non-activated LABAS cards is limited. The LABAS SIM card (package) must be activated (i.e. the identity of the prospective LABAS user must be confirmed and the telephone number registered as provided for in these LABAS Rules) within 90 days from the moment the SIM card is inserted into the device and the SMS regarding activation actions is received, but no later than the date indicated on the package. If the LABAS SIM card (package) is not activated within the specified period, “Bitė” reserves the right not to provide the services. Money paid for such a package is not refunded.
5. If the service does not function, the user may contact the LABAS customer service department by phone or visit the nearest “Bitė” retail store, where, upon presentation of the receipt confirming purchase of the card, the card will be replaced with a functioning one.
6. Services are provided and charged according to the prices and tariffs indicated on the LABAS website, unless otherwise stated on the purchased LABAS package.
7. The LABAS card account is valid for 3 months (90 days) from the moment of card activation or from the last top-up of the LABAS card account in an amount of not less than EUR 3. While the account is active, all LABAS services may be used: making or receiving calls, sending or receiving SMS messages, using mobile internet, etc. The LABAS user undertakes to use the services in accordance with the procedure set out in these Rules and/or on the LABAS package. If the LABAS account is not topped up as indicated above, after 3 months (90 days) it will be possible to make calls only to free emergency service numbers and only to receive calls and SMS messages. If the LABAS account is not topped up as indicated above for more than 4 months (120 days), the LABAS number will be blocked, become invalid and be cancelled. An invalid LABAS number is not restored or reassigned to the LABAS user.
8. Regardless of the number and frequency of top-ups, the validity period of the LABAS card account may not exceed 3 months (90 days), calculated from the date of the last LABAS card account top-up of not less than EUR 3. The validity period of the LABAS number may not exceed 4 months (120 days), calculated from the date of the last account top-up of not less than EUR 3.
9. “Bitė” ensures that the quality of the provided services complies with the requirements set out for such services in the legal acts of the Republic of Lithuania. “Bitė” shall not be liable for the quality of services if the LABAS user uses mobile phones that do not comply with the requirements established by the legal acts of the Republic of Lithuania, that technically do not support the services purchased by the LABAS user, that due to technical or other reasons (malfunctions, etc.) prevent use of the LABAS services purchased by the user, as well as illegally acquired mobile phones or phones with altered identification codes. “Bitė” has the right to restrict the provision of services if the LABAS user uses mobile phones that do not comply with the requirements established by the legal acts of the Republic of Lithuania, as well as if the LABAS user’s mobile phone causes interference in the “Bitė” communications network.
10. “Bitė” has the right to unilaterally change the standard conditions for the provision of LABAS services, the prices of additional and standard services and the payment procedure if market conditions or market-regulating legal acts change, as well as on other objective grounds, by notifying LABAS users in advance of price and/or tariff reductions, and by notifying LABAS users of changes in LABAS service provision conditions and increases in standard prices and/or tariffs no later than 30 (thirty) days prior to the date of change by SMS and/or by publishing such information on the LABAS website www.labas.lt.
11. If a LABAS user believes that their rights have been violated, they may contact the LABAS customer service department by phone or in writing.
12. The LABAS prepaid service is intended for personal use; therefore, all calls and short messages (SMS) whose purpose is not communication between people are considered unfair. Unfair use also includes sending or receiving an unreasonably high volume of SMS messages and calls that substantially deviates from the typical average usage habits of our clients and does not resemble rational personal use of the services. If “Bitė” detects that a LABAS user is using the prepaid service through any LABAS SIM card registered in their name for purposes other than intended, or in violation of the laws and other legal acts of the Republic of Lithuania, or upon receiving complaints from other clients regarding the actions of a LABAS user, it reserves the right to restrict the provision of services to that LABAS user on all LABAS SIM cards registered in their name, regardless of whether a specific SIM card was used for unfair actions, as well as to seek compensation for incurred damages. This breach of service usage rules is considered material. Detailed LABAS fair use rules can be found separately. The number of simultaneously active LABAS SIM cards registered to a single LABAS user may not exceed 50.
13. If due to the fault of “Bitė” the user could not use LABAS services or they were charged incorrectly, “Bitė” undertakes to provide the user with the services that could not be used, to extend the service provision period, and if this is not possible or in the case of incorrect charging – to compensate the respective amount of money by crediting it to the LABAS account. Information about services provided to the LABAS user and account top-ups made by the user is stored for no longer than 6 months from the date of the event; therefore, claims regarding provided services and payments made are accepted no later than 6 months after the last call, SMS or service blocking.
14. “Bitė” shall not be liable for damage incurred by LABAS users if, through no fault of “Bitė”, LABAS top-up security codes and top-up receipt numbers were disclosed or became known to third parties, or if third parties obtained the possibility to use the user’s LABAS services. The user is solely responsible for the security of their mobile phone, top-up security codes, LABAS account login details, top-up receipt numbers or other LABAS service information enabling use of the LABAS service held by the user, and for non-disclosure thereof to third parties.
15. In the event of loss of a LABAS card or its malfunction, the card owner may purchase a duplicate at the nearest “Bitė” retail store. Ordered services or promotions, account balance and all provided information are transferred to the new card. The card duplicate is issued in accordance with the procedure established by “Bitė”. An additional fee may be charged for issuing the duplicate.
16. Amounts by which the LABAS user tops up the LABAS account, or amounts by which the LABAS user’s LABAS account is topped up (e.g. compensations, mobile transfer top-ups received from LABAS and “Bitė” users, etc.), accumulated bonuses for calls received from another Lithuanian network, as well as other bonuses received during LABAS or partner promotional campaigns, may be used only for LABAS services. These accumulated amounts are not convertible into cash. Upon the LABAS user ceasing to use LABAS services, including cases where the LABAS user ports their number to another operator’s network or changes the payment method for services, the remaining LABAS account balance shall be refunded to the LABAS user within 14 (fourteen) days from the date on which “Bitė” receives a duly completed and signed application from the LABAS user. The LABAS user may submit the application by email to bendraukime@bite.lt or by visiting any “Bitė” retail store. The application form can be found here. When submitting the application by email, it must be signed with a qualified electronic signature. An administrative fee is applied for processing the application; the amount and procedure for application of this fee are published here.
17. “Bitė” has the right to cancel accumulated bonuses in cases where the LABAS user abuses them for premium-rate services or for other profit-making or commercial purposes. Bonuses may also be cancelled if they were accumulated when the use of services is clearly unrelated to the client’s personal needs for communication services and/or significantly differs from the average consumption habits of a “Bitė” prepaid LABAS service user.
18. A user may not have more than EUR 1,000 in their account at one time; if the account balance exceeds this amount, account top-ups may be restricted.
19. Information about changes to the Rules is provided to LABAS users on the website www.labas.lt.
20. LABAS guarantees smooth service provision at a level of 95%. This means that LABAS services can be reliably used for 95% of the total time during a month. Technical maintenance is not included in the remaining percentage. All service disruptions in the “Bitė” network are eliminated within one business day from the moment a fault notification is received.
21. “Bitė” processes LABAS users’ personal data for the purpose of service provision. When providing services to LABAS users, “Bitė” may collect and process the following categories of personal data: (1) basic data: name, surname, personal identification number, document type and/or other data necessary to identify the LABAS user; (2) LABAS telephone number and/or other data necessary for the provision and/or administration of ordered services; (3) service usage data: information about ordered/used services, decisions regarding direct marketing, LABAS account top-up data, etc.; (4) traffic and related data generated automatically when using electronic communications means; (5) communication data related to the use of LABAS services. More detailed information on the conditions for processing “Bitė” customer data, the rights of data subjects and the procedure for exercising them is provided in the “Bitė” privacy policy, which is available here. For data processing matters, you may contact the “Bitė” data protection officer by email at duomenu.apsauga@bite.lt.
22. “Bitė” has a legitimate interest in carrying out marketing of its own similar goods or services in accordance with Article 69(2) of the Law of the Republic of Lithuania on Electronic Communications. Therefore, direct marketing messages related to offered LABAS goods and/or services may be sent to the LABAS telephone number used by you and/or the email address provided by you. Nevertheless, you may opt out of receiving such messages by calling 1541; via the self-service portal mano.labas.lt; or by following the “unsubscribe” instructions provided in the received SMS message or email.
23. If “Bitė” cannot identify a LABAS user, a detailed call report and other information related to personal data shall not be provided to the person. The LABAS user may complete identification by registering at www.labas.lt.