Terms & Conditions

1. Offer and Acceptance
   1. By placing an order through U Mobile’s Telesales channel (“Telesales Channel”), you are making an offer to purchase our products or services (“Product”). Acceptance of your offer is at our discretion. We may reject your offer without providing any reason. Acceptance occurs only when we send a confirmation email or SMS to you stating that payment for your order is successful (“Order Confirmation”). Any other acknowledgment of your order before the Order Confirmation is purely for information purpose and does not constitute acceptance.
   
   
   2. To make a purchase from our Telesales Channel:
      
      
      1. you must be buying on your own behalf;
      
      
      2. the name on the credit or debit card used (cardholder’s name) must match the name on the NRIC of the addressee to whom the Product is to be delivered; and
      
      
      3. you must be buying for your own use and not for resale.
   
   
   3. By buying from our Telesales channel, you warrant that you meet the relevant conditions set out in paragraph 2 of this Section A.
   
   
   4. We monitor and record calls relating to telesales services. We do this to record your agreement to purchase the Product, for training purposes and to improve the quality of our customer service.


2. Payment
   1. When you purchase the Product through the Telesales Channel, you may choose to pay the charges either by debit or credit card issued by a financial institution licensed by Bank Negara Malaysia in Malaysia, which is subject to the terms and conditions of the card issuer.
   
   
   2. You must inform us immediately if your debit or credit card is lost, stolen, expired, terminated or if you want to terminate this method of payment.
   
   
   3. If we cannot make the deduction or settlement with the card issuer, financial institution or other relevant parties, we will cancel your order.
   
   
   4. Where the Product listed or informed with an incorrect price or with incorrect information, we reserve the right to cancel your order for the Product even if you have made payment for that order. If you have already made payment for an order that is subsequently cancelled by us, we will refund the amount paid by you in relation to that order.
   
   
   5. You confirm and agree that:
      
      
      1. all the information you provided to us for the purpose of payment is accurate, true and correct;
      
      
      2. the credit or debit card you choose for the payment is in your name. If the card you choose is in the name of a third party, you confirm and undertake that the cardholder has authorised you to use the card for payment purposes;
      
      
      3. you are the lawful and authorised holder of the card or where the card belongs to a third party, the cardholder is the lawful and authorised holder of the card;
      
      
      4. the card is valid and has not expired;
      
      
      5. the card has not been suspended or terminated; and
      
      
      6. to ensure sufficient funds in your account for the bank or card Issuer to act in accordance with the payment/deduction instruction when it is due.
   
   
   6. You expressly consent and authorise us to:
      
      
      1. process and verify information supplied for payment with the card issuer, banks or any third party as may be necessary;
      
      
      2. forward your call transactions, billings and other details to the card issuer, banks and other relevant parties for and in connection with the processing of the transaction and payment;
      
      
      3. share your information contained in our database with our related companies, corporate shareholders, employees, agents, dealers, third parties and/or relevant authorities for the provision of related services and/or towards the detection and prevention of fraud, crime and/or lawful purposes; or
      
      
      4. process your information in accordance with our Privacy Notice.
      
      
   7. We will not be liable to you:
      
      
      1. if the card is not honoured by the card issuer or bank;
      
      
      2. if provision of or authorisation to the cardholder for the payment request is denied/refused or suspended at any time by any party for any reason;
      
      
      3. if we are unable to or delay in sending payment request due to circumstances beyond our reasonable control (e.g. power outage, system failure); or
      
      
      4. for any loss or damages whatsoever suffered by you and any third party arising from use of the Telesales Channel, the Product for any claims, loss, damages, cost and expenses (including without limitation any direct, indirect, consequential, incidental loss or damage) arising out of or resulting from any person using the Telesales Channel, the Product.
      
      
   8. Despite us processing the payment transaction, we may reverse any payment entry in your account and you are required to pay such unpaid amount in any manner prescribed by U Mobile including providing new credit or debit card details for payment processing purpose, in the following circumstances:
      
      
      1. the transaction is cancelled for any reason by the card issuer or bank;
      
      
      2. the transaction is found to be incomplete, illegal or fraudulent;
      
      
      3. the transaction is a “Declined Authorisation” where a bank reject any payment request via your card for any reason including but not limited to insufficient fund, invalid card details or fraudulent card;
      
      
      4. the transaction sum or any part of the transaction sum exceeds the cardholder’s authorised credit limit
      
      
      5. the relevant card has expired, is terminated or invalid for any reason whatsoever
      
      
      6. the transaction was entered into without authorisation of the cardholder or the cardholder disputes the transaction or denies liability;
      
      
      7. the transaction was carried out or credit was given to you in circumstances constituting a breach of any express or implied term, condition, representation or duty by you;
      
      
      8. the performance of the transaction or the use of the card involves a violation of the law, rules or regulations of any governmental or regulatory body, notwithstanding that we may have notice of the same at the time when the transaction was carried out; or
      
      
      9. at our, the card issuer’s or bank’s discretion.


3. Delivery of Product
   1. Delivery charges may be applicable for orders below a certain amount. You will be informed by the Telesales agent if such delivery charges apply.
   
   
   2. We will not entertain any request to change the delivery address or the Product in the order once the order is made. For example, U Mobile will not entertain any requests of device colour change or change of postpaid plan once we send the Order Confirmation.
   
   
   3. We aim to deliver the Product to you at the place of delivery requested by you in your order within the delivery timeline as indicated below (which may be changed by us from time to time with or without notice), but we do not guarantee the exact date of delivery. If you are within Peninsular Malaysia, estimated delivery time is 3 working days, whereas for East Malaysia, estimated delivery time is 5 working days.
   
   
   4. We do not deliver out of Malaysia or to PO Box addresses.
   
   
   5. We rely on you to give us accurate information to enable us to deliver your order successfully. You must provide correct delivery information as we do not entertain changes to the delivery address once you have submitted your order.
   
   
   6. We will only perform a maximum of 2 delivery attempts. If both attempts fail, your order will be returned to the delivery agency’s office, where you are required to collect it. We will notify you of the address and other details for self-collection. We may at our discretion arrange for additional delivery, but it will be subject to additional charges. If you do not collect your order from the delivery agency’s office after 30 days of notification, you are deemed to have rejected the product and no refunds will be made to you.
   
   
   7. You must receive the Product personally by producing your NRIC (or other government issued identification document we may require) to our delivery agent for verification purpose. However, if you are not available to receive your order personally, we allow you to nominate an alternative contact person (“Nominee”) to do so on your behalf at the same delivery address. You agree that such Nominee is authorised to receive your order if our delivery agent has verified the information of the Nominee against his/her NRIC (or other identification document we may require).
   
   
   8. You agree that we are not liable to you for doing so and our obligation to deliver your order to you would have been fulfilled. You or your Nominee must inspect the Product packaging to verify that the Product packaging is not damaged, and the Product description fulfils your order.
   
   
   9. If the Product packaging is damaged or the Product description does not match your order, you or your Nominee must reject the Product immediately. We will exchange the validly rejected Product in accordance with our Return Policy (see Section E below).
   
   
   10. Risk in the Product you ordered pass to you upon delivery. If you fail to accept the delivery for the second time, risk is deemed to have passed to you on the date of the second failed delivery attempt. We are not liable for any loss after risk passes to you.
   
   
   11. Subject to paragraphs 3 and 4 of Section A, , there will be no refund for the Product once payment is successful, for any reason whatsoever. However, you may be eligible for exchange under our Return Policy.


4. Return Policy for Exchange (Return Policy)
   1. We accept the return of a device for exchange only if such device fails to power up upon delivery (“Failure”).
   
   
   2. Within 48 hours from your receipt of the device, you must notify us of the Failure only via our Hotline at +6018 388 1318.
   
   
   3. The time and date of receipt as reflected in the records of our delivery agent are final, binding and conclusive for the purposes of the Return Policy.
   
   
   4. You must follow the steps to troubleshoot the Failure issue as guided by our Hotline representative, and provide us with information as we reasonably require.
   
   
   5. If the Failure persists upon the completion of the troubleshooting, we agree to exchange the faulty unit with a replacement unit.
   
   
   6. You will be contacted by our representative on the details of the exchange.
   
   
   7. Exchange is subject to availability of the replacement unit.
   
   
   8. You agree to keep the device in its current condition available for us (or our agent) to inspect within a reasonable time.
   
   
   9. You must return the device to be exchanged to us in its original condition together with all accessories, manual and packaging. If we find that the device has:
      
      
      1. been misused, abused or subjected to neglect, improper or inadequate care, carelessness, damage or abnormal conditions; or
      
      
      2. been involved in any accident or damage caused by an incorrect attempt at modification or repair; or
      
      
      3. been dealt with or used contrary to our or the manufacturer's instructions for the product;
      
      
   
   
   10. We may at our discretion decide not to exchange the product without any liability to you.
   
   
   11. Estimated delivery timeline for replacement unit is 10 working days.
   
   
   12. We may charge you an administrative fee to cover any cost we incur in connection with your request under the Return Policy.
   
   
   13. You acknowledge that the exchange of the product is your sole remedy if you qualify for a replacement product under the Return Policy.


5. Order Cancellation and Refund
   1. Any Products purchased via Telesales Channel cannot be cancelled and is non–refundable. Once payment for the Product is successful, U Mobile will not entertain any cancellation requests for the Products purchased.


6. General Matters
   1. U Mobile may change any of these Terms and Conditions and may terminate or suspend this Telesales Channel. Any such change will be announced on our website. It is your responsibility to check these Terms and Conditions on our website and if you do not agree to any of the changes, you must immediately cease usage of the Telesales Channel.
   
   
   2. To the extent permitted by law, U Mobile excludes all liability in connection with this Telesales Channel. You agree to release U Mobile from and indemnify U Mobile against all liability (including negligence) for any personal injury, for loss or damage (including loss of opportunity) or breach of any of these Terms and Conditions; whether direct or indirect, special or consequential arising out of your usage of the Telesales Channel.
   
   
   3. The subscription and use of U Mobile’s Postpaid mobile service are subject to U Mobile’s standard Postpaid Terms and Condition and where applicable, these Terms and Conditions. In the event of any inconsistency, U Mobile’s standard Postpaid Terms and Conditions, as the case may be, will apply to the extent of such inconsistency.
   
   
   4. The Telesales Channel and these Terms and Conditions are governed by the laws of Malaysia. You agree that the Courts of Malaysia have jurisdiction over all matters arising from this Telesales Channel and the Terms and Conditions.
   
   
   5. If any of these Terms and Conditions are invalid or unenforceable, it will be struck out and the remaining terms will remain in force.
   
   
   6. If we do not act in relation to a breach by you of the Terms of Use, this does not waive our right to act with respect to later or similar breaches.
   
   
   7. References to “us”, “our” or “we” mean U Mobile Sdn Bhd Registration No. 199101013657 (223969-U).
       
7. Telesales Contact Number:
   1. All the calls related to the Telesales campaigns will be initiated from +6018 388 1001.
   
   
   2. Operation hours for the Telesales team from Monday to Friday - 9:00 AM to 6:00 PM except for public holidays.
      

Version: 12th September 2022