These Terms and Conditions are the general terms and conditions (“Terms”) on which we supply the Services to you. By applying to our Services, you agree to these Terms, which should be read together with the applicable Service-Specific Terms and your Application. These Terms are also available on our website at http://www.u.com.my.
1. Eligibility
1.1 The Services are available to any business, company, partnership, sole proprietorship, association, society, non-governmental or governmental body, or corporate entity with business premises located within the Services coverage areas in Malaysia.
1.2 By applying to our Services, you will provide the correct information and required documentation and for us to process your application for our Services.
1.3 You agree that:-
(a) if the Account is in your name as an individual, even where you have also nominated a business name, you have full contractual capacity to agree to this Agreement and are able to pay the Charges; or
(b) if an Account is established in the name of a company, the person that has opened the Account on behalf of the company is duly authorised to bind the company to this Agreement.
1.4 You will obtain your own mobile terminal equipment or devices (i.e. tracking devices, sensors, industrial controllers, or any IoT-enabled equipment) which must be approved by the relevant authority and is compatible with our communications system to use our Services.
1.5 You agree that your ability to use a Service and each of its features depends on the features and functionality of your mobile terminal equipment or devices.
1.6 We may reject your Application if you do not meet our eligibility requirements including your failure to meet credit checks based on information held externally.
2. Services Subscription and Activation
2.1. You must complete and submit an Application to subscribe to a Service. This Agreement will take effect from the date your Application is accepted by us and our acceptance is deemed to have been communicated to you (upon activation of the Services).
2.2 We will activate the Services within a reasonable time after approving your Application. Activation timelines may vary depending on the Services subscribed.
2.3 Acceptance by us of your Application for one Service does not mean that we accept your application for other types of services which are part of the Services or any services which will be provided by us in the future.
2.4 We may, without giving any notice to you and without any liability whatsoever, suspend, disconnect and/or terminate the Services or take such other actions as we deem fit for our emergency and operational reasons, credit control purposes, management of your Account(s) or any other reasons we deem reasonable.
3. Service Coverage
The Services are available in our network coverage area which can be viewed at https://www.u.com.my/en/personal/support/coverage-map (“Coverage Area”). However, even within the Coverage area the Services may not be operational in areas where geographical or man-made features interfere with our network.
4. Charges and Payment
4.1. Charges will be based on your Application and reflected in the Invoice issued to you.
4.2. Charges apply from the activation date, even if the Service is not used.
4.3. You must pay all Charges by the Due Date stated in the Invoice.
4.4. Additional charges (e.g. SIM replacement, SIM reactivation, on-site support) may apply based on your usage or requests.
4.5. We may require you to make payment (which may include, without limitation, a refundable deposit and/or an advance payment) for the registration of the desired Services. The deposit could be used to offset any amounts due from you to us, including but not limited to, any outstanding charges under any of your Accounts. Upon set off or deduction, we may also request you to pay a further refundable deposit payment at a level to be determined by us. The remaining balance will be refunded to you within a reasonable time without interest after your Account is fully settled and this Agreement is terminated.
4.6. We are entitled to vary at our discretion the amount of deposit, fees and any other charges for any part of the Services.
4.7. You must pay us all Charges for the Services, whether used by you or another person, with or without your permission or knowledge or irrespective of whether the Charges have exceeded your credit limit.
4.8. You must pay us promptly the full amount of Charges and the payment for such Charges on the Due Date. We reserve the right to change the billing cycle, without the need to inform you. If the Services are provided on a subscription basis and you terminate such Services, you will not be entitled to any subscription refund.
4.9. If you have more than one Account with us, we may transfer any credit balance under one Account to another to settle any outstanding charges without any prior notification to you.
4.10. We will charge you for the Services based on the pricing plan stated in your Application, which may be either:
(a) our prevailing pricing plan or promotional packages chosen by you; or
(b) A bespoke pricing plan as agreed between you and us.
Upon expiry of any agreed promotional or bespoke pricing plan, Charges will revert to our then prevailing pricing plan. At regular intervals, we will send the bill for the Services to your billing address or such other mode of billing as we may introduce in the future.
4.11. You may choose to pay the Charges either by cash, bank draft, cheque, e-payment or credit card. For credit cards, usage is subject to the terms and conditions of the card issuer and you must inform us immediately if your credit card is lost, stolen, expired, terminated or if you want to terminate this method of payment. You agree and authorise us to verify the information you provide with the card issuer or any third party as may be necessary; forward your call transactions, billings and other details to the card issuer, financial institution and other relevant parties for and in connection with this type of payment. If we cannot make the deduction or settlement with the card issuer, financial institution or other relevant parties, you must pay for the outstanding amounts in cash immediately together with any administrative costs imposed by us.
4.12. Each bill will be deemed as conclusive evidence against you of the accuracy, completeness and truth of all matters stated in it unless you dispute the bill.
4.13. Any disputes regarding billing must be communicated to us in writing within 14 days from the date of your bill, failing which the bill will be deemed to be accurate and that you will have to pay the amount as billed. We will review the dispute and make any amendments on the bill if necessary. However, if the bill is found to be accurate and complete, then you will have to pay the disputed amount immediately plus interests on late payment and other expenses incurred by us.
4.14. If you do not pay the Charges on or before the Due Date as specified on your bill, we may suspend, disconnect or terminate any or all the Services and we shall not be liable to you in any way for these actions. We may charge you a reconnection fee of RM10.00 or such other amount at our discretion. In addition, except where the fault or delay is clearly due to circumstances within our reasonable control, we may also charge you late payment interests at the rate of 1.5% per month, reconnection fee and all other amounts outstanding to us. If we claim against you, you will be liable for our legal and other related costs. We may also, at our sole discretion, waive any late payment or interest charges.
4.15. In any proceedings of law between you and us, any certificate issued by us as to the monies for the time being due and owing to us from you in connection with the Services shall be conclusive evidence of proof that the amount appearing in there is due and owing and payable to us.
5. Credit Limit
5.1. We may, at our sole option, set a credit limit for all charges incurred under your Account, including those yet to be billed and any amounts in dispute without having to inform you.
5.2. We reserve the right to revise that credit limit from time to time at our sole discretion and subject to further terms and conditions as we deem fit.
5.3. You agree that once the credit limit is reached, we have the sole option to automatically bar or suspend your use of the Services although we are not obliged in any way whatsoever to ensure your credit limit is not exceeded. You agree that it is your responsibility to ensure that the charges incurred for your use of the Service do not exceed the credit limit.
5.4. We may, without giving any notice to you, impose an alert to remind you on any payments which are overdue, payable or will be payable by you. Failure on your part to adhere to such reminder may result in the Services being suspended or terminated without notice to you. However, we are not under any obligation to impose such alert to you.
6. Your Responsibilities
6.1. You must use the Services in accordance with applicable laws and the Agreement.
6.2. You agree:
(a) to be responsible for the use of the Services and to accept full risks in doing so;
(b) to be responsible for and pay all Charges relating to the period of any suspension, interruption or loss of the Services whether or not due to your request or resulting from your default. In addition, you agree that it is your responsibility to request from us the official bill statement which you have not received for any billing period. Any request for physical bill statement will be subject to charges imposed by us;
(c) to comply with all applicable laws, rules and regulations and any requirements or restrictions which we or other service providers may impose on the use of the Services or any telecommunications system and equipment;
(d) to comply with all instructions, notices or directions issued by us;
(e) to be fully responsible for any voice or data transmitted or broadcasted by you or persons using your mobile equipment or devices (whether authorised by you or not), including your users, employees or agents;
(f) to report immediately to us when you discover any fraud, theft, loss, unauthorised use or any other occurrence of unlawful acts in relation to the Services and/or mobile equipment or devices and agree to lodge a police report if we instruct and to give us a certified copy of the police report.
6.3. You must not use or allow any part of the Services to be used:
(a) to transmit or provide any content which may be defamatory, offensive, indecent, illegal or otherwise violate any applicable laws, rules or regulations;
(b) to transmit or post any content that contains any harmful, damaging or destructive programs;
(c) to make or attempt any unauthorised access to any part or component of the Services, our communications network or any third party systems or networks to which you can connect through the Services directly or otherwise;
(d) to disrupt the various networks that are connected to the Services or violate the regulations, policies or procedures of such networks;
(e) in any manner which may constitute a violation or infringement of the rights of any party including, but not limited to, their intellectual property or confidentiality rights;
(f) to be resold or otherwise provided to third parties, whether for profit or not.
6.4. Acceptable use of the Services/FUP
(a) Our network is a shared resource, and we aim to ensure that all our customers are able to access our Services. You must use the Services responsibly and in accordance with the Agreement, without adversely affecting our network or the experience of other customers.
(b) You agree you will not use the Services:-
(i) in to perform any activity which may adversely affect our Services or other customers’ use or access to the Services or to other services that we provide;
(ii) which can compromise the security or tamper with our system resources or accounts on our systems, or at any other site accessible via our systems;
(iii) inappropriately or unfairly, or affect the experience of other customers or cause us loss, for example, using the Services to resell, consuming unusual or excessive bandwidth, or accessing services which are prohibited under these Terms or using unauthorised devices;
(iv) in a manner which affects the security of your own devices that are directly or indirectly connected to our network;
(v) for SIM boxing or in connection with a device that switches or re-routes calls to or from our network to another service provider’s or carrier’s network;
(vi) for the wholesale supply of any part of the Services (including transit, refile or aggregate domestic or international traffic) on our network;
(vii) for continuously call forwarding or multiple simultaneous calling beyond what is permitted under your subscribed Services;
(viii) for excessive usage, abuse and/or unauthorised tethering;
(ix) for bulk messaging, unless expressly included as part of your subscribed Services; or
(x) to make or receive calls on our network for the purposes of resale, resupply or commercial exploitation or for purposes of arbitrage.
6.5. If you exceed any applicable usage threshold, misuse the Services, or use the Services in a manner inconsistent with your subscribed Service plan, we may, at our option and discretion and without prejudice to our other rights and remedies:
(a) Have your bandwidth managed or restricted (where technically applicable);
(b) Require you to upgrade your Service plan;
(c) Suspend or terminate the Service(s); or
(d) Charge you additional charges based on actual usage (with or without notice as we consider appropriate).
7. Suspension or Termination of the Services
7.1. We are entitled to terminate, suspend, disconnect all or part of the Services without any notice and/or compensation, if:-
(a) You breach any terms in this Agreement;
(b) You fail to make payment of any amounts due by the Due Date. Where multiple Accounts exist under the same enterprise customer, we have a right to terminate any or all Accounts if charges remain unpaid under any one Account;
(c) You provide incorrect, false or incomplete information to us;
(d) We have reasonable grounds to suspect fraud or other illegal conduct related to the Services or the Account, whether by the account holder or any party using the Services or the Account;
(e) You have exceeded the credit limit;
(f) In the case of a sole proprietorship, you are deceased or become or threaten to become bankrupt or insolvent or makes any compromise or arrangement with or assignment for the benefit of your creditors or a receiver or administrator is appointed over your assets or if you are a corporation, go into either voluntary or compulsory liquidation or ceases to carry on business;
(g) There is reason to believe that actions may be taken which, in our opinion, lead to damage or create imminent physical harm (such as interruption, disruption, or congestion) to our network or Services or defraud us;
(h) upon the direction from a regulatory authority or government authority;
(i) you or your use of the Services become a threat to national security or is suspected to be for malicious purposes that may threaten the security of our nation or public.
7.2. You may request for suspension of your Service (subject to our approval) for a maximum period of 30 days (or such period as stipulated on our website from time to time) starting from the later of the suspension request date or the actual suspension date. At the end of the 30 days’ suspension period, we will automatically restore the suspended Service and charge the reconnection fee. We will continue charging the Charges for subscription including any recurring Charges without any further notice to you.
7.3. In spite of Clauses 8.1 and 8.2 above, we may, without any liability to you, terminate or suspend all or any part of the Services without giving any reason.
7.4. If and when you make good your breach or default, we may restore the suspended or terminated Services after you pay the restoration or reconnection charges and other costs.
7.5. You may terminate our Services by notifying your assigned Account Manager. Such termination will be processed within a reasonable time during our working days, unless the Services are provided on a subscription basis where such termination will take effect from the next monthly anniversary of the date you subscribed. Working day means any day other than Saturday, Sunday or a day that is a public holiday for us. However, if you have agreed to subscribe to the Services for a fixed or minimum contract term and you opt to terminate the Services prior to the expiry of that term, an Early Termination Fee will apply. The Early Termination Fee will be calculated based on the subscription Charges for the remainder of the contract term, at the rate as may be notified to you. The contract term of the Services will be as stated in your Application.
7.6. Termination of this Agreement will be without prejudice to any existing rights and/or claims that we may have against you, and you will still have to fulfil your obligations, including but not limited to, payment of all outstanding Charges, administrative and legal fees, incurred prior to the date of termination.
8. Personal Information
If you provide us with personal data of individuals (such as your directors, employees, or authorised representatives) in connection with the Services, you confirm that you have obtained their consent or are otherwise authorised to provide such data to us. By obtaining the Services, you acknowledge and agree that we may collect, record, hold, store, use and disclose such personal data for purposes necessary or related to the provision of Services in accordance with our Privacy Notice, available at https://www.u.com.my.
9. Indemnity
You agree to indemnify and hold harmless us, our officers, employees, and agents from and against any and all loss, damage, liability, cost, or expense (including legal fees) arising from or in connection with:
(a) any claim, demand or legal proceeding brought against us for defamation, infringement of intellectual property rights, theft, conversion, obscenity, property damage, personal injury, death, or breach of any applicable law or regulation, arising out of or in connection with your use of the Services; or
(b) any act or omission by you, your employees, contractors, agents or representatives in connection with your use of the Services or breach of this Agreement including enforcing the Agreement or in bringing any action or proceeding to recover all charges, costs and expenses payable by you.
10. Disclaimer
10.1. The Services are provided to you on an “as is” and “as available” basis. You acknowledge and agree that your use of the Services is at your sole risk and that the Services may be subject to limitations, delays, and other issues inherent in the use of communication networks and facilities.
10.2. To the fullest extent permitted by law, we make no representations or warranties, express or implied, in relation to the Services, including but not limited to:
(a) the availability, reliability, performance, quality, continuity, or timeliness of the Services; or
(b) that the Services will be uninterrupted or error-free. We expressly disclaim all implied warranties, including but not limited to merchantability, fitness for a particular purpose, and non-infringement.
11. Matters Beyond Our Control
11.1. We do not guarantee that the Services will be free from faults, errors or interruptions due to circumstances beyond our control. We will not be liable for any inability to use or access the Services, interruption or degradation of the Services, or any delay or failure resulting from matters beyond our reasonable control. These include but not limited to acts of God, requirements of any governmental or regulatory authority, war, national emergency, terrorism, civil unrest, accident, any natural disasters such as fire, flood, earthquake, computer or software malfunction, electrical or power failure, fault, interruption or disruption of our network, or of your equipment or the equipment of any third party, riot, strikes, lock-out, third-party service failure, industrial disputes (whether or not involving our employees), or epidemics or pandemics of infectious disease.
11.2. In spite of such events, you must pay all fees and charges which are outstanding and/or due and payable to us pursuant to this Agreement.
12. Exclusion and Limitation of Liability
12.1. We exclude all liabilities, including our negligence, arising from your use or subscription of the Services.
12.2. We will not be liable to you, or to any persons claiming through you, for any costs, loss or damage (whether direct or indirect), or for loss of revenue, data, business, or anticipated savings, or any special, incidental, or consequential loss of any nature whatsoever, including but not limited to the following:-
(a) Your use or inability to use or access the Services for any reason; the performance, availability, reliability, or quality of the Services or any enterprise solution provided;
(b) any information made available via the Services, or arising out of any action taken in response to such information;
(c) any upgrade, modification, maintenance, or suspension of the Services that we deem necessary for proper and efficient operation of our systems;
(d) any act, omission, error, or default by us, our related corporations, or our respective officers, employees, or agents in relation to the Services;
(e) any claim for defamation, infringement of intellectual property rights, or violation of any law arising from the transmission or receipt of data through the Services, or from any act, omission, negligence or default by you;
(f) any interruption, suspension, termination, malfunction, unauthorised use, defect, or failure of the Services or any related systems, equipment or enterprise platform;
(g) any corruption, distortion, or loss of your data, or unauthorised access to your data transmitted through the Services;
(h) any unavailability or degradation of the Services due to weather conditions, electromagnetic interference, equipment or network failure (including failures in our network or that of our suppliers), or network congestion;
(i) or any inconvenience caused to you.
12.3. Despite the above, our total liability to you under contract, tort (including negligence or breach of statutory duty) or otherwise, shall be limited to the lower of RM500 or the total Charges paid by you for the Services in the 12 months immediately preceding the relevant event or series of events.
13. Promotional Packages
13.1. If your subscription is made pursuant to a promotional package, you agree to all additional terms and conditions applicable to that package, which shall be read as supplementary to this Agreement. We expressly reserve the right to withdraw any promotional package at any time without assigning reasons for such withdrawal and shall not be liable for the losses and damages suffered by you.
13.2. Where the promotional package involves a third party, you must also comply with all requirements imposed by that third party and acknowledge that we may take any action requested by that third party to protect their interests.
14. Third party services or products
We are not responsible for and do not endorse any third party services or products which you access, use or acquire together with the Services. We are also not responsible for any loss or damage caused by such services or products.
15. Transfer
You may only transfer your rights under this Agreement with our prior written consent. You will have to enter into a transfer agreement and settle all outstanding Charges. We may assign, novate or transfer all or part of our rights and obligations under this Agreement without your prior consent to others upon notice to you (which may include advertisement, statements, letters, by posting on our website or such other forms as we deem appropriate).
16. Amendments
We may, in our absolute discretion and at any time, amend, add or delete any of our terms and conditions, and/or our tariffs and pricing plans and/or withdraw, add, delete, substitute, terminate, discontinue, suspend or change any of our Services without any liability to you. We will endeavour to notify you of such changes. Your continued use of the Services after such changes have been made and communicated to you will be deemed to be your acceptance and agreement to such changes and you will still be liable to pay the Charges in full.
17. Notices
17.1. Notices, bills or other communication from us to you under this Agreement will be deemed given if sent to your contact details in our records or published in national daily newspapers in the main languages which are circulated generally throughout Malaysia or in our official website https://www.u.com.my and are deemed served upon posting, faxing, delivery by hand or publication.
17.2. Service of legal process upon you may be effected by registered post to your last known address (if you are an individual) or to your registered address (if you are a body corporate or business entity) according to your contact details in our records or other address notified to us and shall be deemed served upon posting.
17.3. All notices to us must be in writing and sent to your assigned Account Manager.
17.4. If you fail to notify us of change of address, the resulting delay or non-delivery of notices or bills or other communication sent by us to you will not affect our legal rights and remedies.
18. Miscellaneous
18.1. This Agreement contains the entire agreement between you and us and supersedes all prior agreement, undertakings, negotiations and discussions between us.
18.2. If any of the terms in the Agreement are not valid or legally enforceable, the other terms will not be affected.
18.3. The laws and courts of Malaysia will govern this Agreement. Any processes or judgment may be served on you in the same way as the notices.
18.4. The clauses which by their nature survive termination of this Agreement shall so survive including without limitation clauses 5.3, 5.4, 5.8, 5.9, 5.10, 5.11, 7.2(b), 7.2(g), 10, 11, 13 and 15 shall apply even after the Agreement comes to an end.
18.5. If we delay or do not take action to enforce our rights under the Agreement, this does not stop us from taking action later.
18.6. If there’s any conflict between these Terms, your Application, Service-Specific Terms and terms in other documents which are expressly agreed to form part of the Agreement, the conflict will be resolved in the following order: these Terms, your Application, Service-Specific Terms and terms in other documents.
18.7. These Terms shall be effective to the fullest extent permitted by law. Nothing in the Agreement shall be construed as an attempt to contract out or limit any rights or obligations that cannot lawfully be excluded or limited .
18.8. You are responsible for all current and future taxes including service tax, stamp duty, and any other charges imposed by law in connection with the Services, the Agreement and any related documents. If we are required under any law to deduct or withhold any sum as taxes imposed on any amount payable to us, the amount payable to us will be increased by such amount necessary to ensure that we will receive a net amount equal to the amount which we would have received in the absence of any such deduction or withholding.
19. In this Agreement, when we say:-
19.1 “Account” means all records related to you as the enterprise customer, including your enterprise account information, usage of Services, Charges, and payment history.
19.2 “Account Manager” means our dedicated representative assigned to provide business support for your Account, who will help with your Services related queries.
19.3 “Agreement” means your agreement with us for the supply of Services which is made up of these Terms, your Application, the applicable Service-Specific Terms and other terms in documents which are expressly agreed to form part of the Agreement including without limitation all subsequent supplements signed by you and accepted by us for additional Services, all amendments, variations, additions and deletions by us.
19.4 “Application” means the part of the Agreement which is the written application you complete to request that we supply the Services to you, including but not limited to our Service Order Form (SOF), Electronic Registration Form (ERF), or our official written quotation approved by you in writing.
19.5 “Charges” means all charges payable by you to us in connection with the provision of the Services whether or not you actually use the Services. These include without limitation, any other usage charges (recurring or non-recurring), administrative fees, service taxes, installation fees and any other applicable charges as determined by us from time to time .
19.6 “Due Date” means the last day for you to pay the Charges or other amounts outstanding as stated in the Invoice.
19.7 “Fair Usage Policy” or “FUP” means the policy which sets out the acceptable level of your use of the Services and your responsibilities when you use the Services. It also confirms steps we may take to ensure and monitor your compliance. This policy is set out in these Terms, Service-Specific Terms or such other document that may be issued by U Mobile from time to time.
19.8 “Invoice” means the invoice stating the amount of Charges or other amounts payable by you.
19.9 “Services” means the enterprise solutions, connectivity, managed network solutions or other services provided to you under this Agreement and includes where applicable, any related products, equipment, functions, features or facilities which will be made available by us from time to time and may be subscribed by you in connection with the Services.
19.10 “Service-Specific Terms” means the supplementary terms and conditions that apply to the specific Service you have subscribed to.
19.11 “SIM” means the Universal Subscriber Identification Module (USIM) card or the embedded Subscriber Identification Module profile (eSIM), as the case may be, issued by us to you for using our Services.
19.12 “You” or “your” means you, our customer whose Application is accepted by us; namely. the party who subscribes to or uses the Services.
19.13 “We” or “us” or “our” or “U Mobile” means U Mobile Sdn. Bhd. Registration No. 199101013657 (223969-U) or its related corporation (as defined in the Companies Act 2016) or both, as may be applicable, and includes their respective successors, assigns, employees and agents.
Version: 27th November 2025
