A detailed description of the Programme and its benefits are as specified in Clause 7.
2.3 Vendor-specific terms (“Service Provider Terms”) may apply to your use of certain services under the Programme. Where there is a conflict, the Service Provider Terms prevail for the relevant service.
2.4 By subscribing to the Programme, you represent and warrant that all information provided is true and accurate, that you are duly authorised to provide such information and consent to permit monitoring of your accounts via the Security Hub.
3. Eligibility
3.1 The Programme is available to U Mobile customers meeting the eligibility criteria prescribed by U Mobile from time to time. To be eligible for the Programme you must:
3.1.1 be at least 18 years of age; and
3.1.2 be resident in Malaysia; and
3.1.3 hold an active U Mobile ULTRA Postpaid Plan.
4. Subscription, Fees & Billing
4.1 You may subscribe for the Programme through MyUMobile App (the “Channel”).
4.2 Upon successful subscription, you can check your subscription details in the MyUMobile App, which will indicate the Programme’s commencement date.
4.3 The monthly subscription fee applicable for the Programme is specified on the ULTRA Security Pro webpage (www.u.com.my) (“Subscription Fee”). A promotional waiver on the Subscription Fee may be provided at U Mobile’s sole discretion. Upon the expiry of the promotional waiver period, the Subscription Fees will be charged to your U Mobile bill and the Subscription Fee will be counted towards your postpaid credit limit.
4.3.1 U Mobile will send an SMS notification upon successful renewal of your subscription. However, U Mobile does not guarantee the timeliness or successful delivery of the SMS notification and shall not be liable for any losses or damages arising directly or indirectly from any delay or failure in sending or receiving such notifications.
4.3.2 If a renewal attempt fails for any reason, U Mobile will send an SMS notification to inform you of the failed renewal. Renewal failure may occur, among others, if your account is inactive or has insufficient validity. However, U Mobile shall not be liable for any losses or damages arising directly or indirectly from any delay or failure in sending or receiving such notifications.
4.4 U Mobile reserves the right to revise the Subscription Fee at any time, including to reflect changes in applicable taxes, duties, or other governmental charges (including but not limited to SST, VAT, or any newly imposed tax). Any revised Subscription Fee will be published on U Mobile’s website or notified through the MyUMobile App and will take effect from the next billing cycle unless stated otherwise.
4.5 All Subscription Fees are exclusive of any applicable taxes unless expressly stated. You agree that U Mobile may charge you any applicable taxes at the prevailing rate, and such taxes shall be reflected in your monthly bill. Continued use of the Programme after the effective date of any price or tax revision constitutes your acceptance of the revised charges.
5. Activation Requirements
5.1 To begin using each feature in the Programme, you may need to activate the relevant features in the Programme. This may require you to install, grant permission, review instructions and/or accept the Service Provider Terms. Please refer to sections 7.A.iii and 7.B.ii for more details.
5.2 Failure to activate any feature of the Programme means that the feature will not operate, and no service entitlement shall arise.
6. Personal Data
6.1 By providing your personal information or participating in this Programme, you acknowledge you have given your consent to U Mobile, Bolttech and/or third-party vendors to collect, record, hold, store, use and disclose your personal information for purpose which are necessary or related to the provision of programme in accordance with:
6.1.1 U Mobile’s Privacy Notice which is available here;
6.1.2 Bolttech’s Privacy Notice which is available at Service Portal (bolttech.my); and/or
6.1.3 Each third-party vendors privacy notices as set out in the Service Provider Terms or in their respective privacy notices.
7. Categories of Services
(A) Identity Protection
i. Identity Protection continuously scans hidden dark web sites, forums, and marketplaces for your personal information (such as emails, passwords, national IDs, or addresses) and banking/financial details (such as credit/debit card numbers, bank account details) that may have been leaked, stolen, or offered for sale.
ii. Identity Protection provides timely notifications/alerts whenever matching data is detected during these scans, enabling you to take protective actions like changing credentials or contacting your financial institutions promptly. This notification/alert will be shared to you either via SMS or email.
iii. Once the subscription of the Programme has been successfully completed, you must access your account on the Security Hub in order to enroll for the Identity Protection service. You must register or provide the details of your personal information you wish to monitor in the Security Hub to enable monitoring of those assets. You acknowledge that it remains your full responsibility to enroll for Identity Protection.
iv. For further details, including specific limitations, disclaimers, user responsibilities, and liability provisions, please refer to the specific Service Provider Terms available here.
(B) Device Security
i. Device Security is a dedicated mobile protection app from NortonLifeLock Singapore Pte. Ltd.(also known as Norton Mobile Security for Android or iOS) designed to safeguard a single smartphone against cyberthreats, providing essential antivirus and anti-malware defence along with tools to enhance online safety and privacy on the go.
ii. Upon successful subscription to the Programme, you must access your account via the Security Hub in order to use Device Security. In relation to Norton Mobile Security (as further described below), you are required to activate and install the application and grant the necessary permissions to enable the provision of the subscribed services. Manual activation and installation are required to begin using the Device Security service.
iii. Certain services included within Device Security require additional activation and may involve the provision of additional personal information to Norton. The provision of such information is optional; however, if you choose not to provide the requested information or permissions, some services or features may be unavailable or limited. With your package, you may be permitted to register one (1) mobile device.
iv. For further details, including specific limitations, disclaimers, user responsibilities, and liability provisions, please refer to the specific Service Provider Terms available here.
(C) Cyber Insurance
i. The Cyber Insurance is underwritten by Tune Protect Malaysia. U Mobile is the group policyholder of a group policy and may make coverage available to eligible customers as a benefit of Programme. U Mobile is not an insurer and does not underwrite the insurance. Tune Insurance Malaysia Berhadis solely responsible for the provision and direct management of their respective insurance products.
ii. Once the subscription of the Programme has been successfully completed, you are automatically insured. Upon renewal, your protection will continue. Once you have enrolled into the Cyber Insurance service, you can monitor your insurance cover directly in the Security Hub.
iii. To make a claim under the Cyber Insurance cover, you are required to submit your claim by email hello.my@tuneprotect.com. You must comply with all instructions specified in the Security Hub and provide the required supporting documents as required at the time of submission. Claims that are incomplete, inaccurate, or not submitted in accordance with the prescribed process may be declined or delayed.
iv. Please refer to Product Disclosure Sheet or Policy Wording for the full Terms and Conditions of the Insurance Product.
v. If you have a complaint related to Cyber Insurance You may call or write to the insurance company at:-
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- Tune Insurance Malaysia Berhad
- Complaints Unit
- Level 9, Wisma Tune,
- No. 19, Lorong Dungun,
- Damansara Heights,
- 50490 Kuala Lumpur.
- Tel: 1800 88 5753
- Fax: 603-2094 1366
- Website: www.tuneprotect.com
- Email: hello.my@tuneprotect.com
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8. Your Responsibilities
8.1 You agree to provide true and accurate information including but not limited to: your full name and contact details via the Security Hub.
8.2 You must not misuse the services as known as Identity Protection, Security Device and Cyber insurance, attempt to interfere with systems, or submit false claims.
9. Disclaimer
9.1 You acknowledge that the Programme is provided on "as is" and "where is" basis without any warranty or guarantee of any kind, whether express or implied. U Mobile, Bolttech and/or third-party vendors do not make any representation and disclaim warranties of any kind in relation to the Programme and we also disclaim all implied warranties of merchantability, fitness for a particular purpose and non-infringement to the fullest extent allowed by law.
9.2 U Mobile, Bolttech and/or third-party vendors do not warrant or guarantee:
9.2.1 prevention of cyberattacks, scams, financial loss, data breaches, or identity theft; and
9.2.2 the continuity, uninterruptible and/or error-free of the Programme.
9.3 We expressly disclaim any representations or warranties of title, non-infringement, merchantability, usage, fitness or technical function in relation to or any information contained in the Service Hub
9.4 Unless otherwise specified in the Terms, U Mobile shall not be liable for any losses or damages caused or contributed by either: (i) your breach of any of your obligations under the Terms; and (ii) third-party services or products which you access, use or acquire under the Programme nor shall U Mobile be responsible for any losses suffered by you due to any system interruption or suspension.
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10. Limitation of Liability
10.1 If there is any mistake, error, or failure by us or our partners (agents, vendors, representatives, or Bolttech) related to the Programme, to the extent permitted by law and to the extent the liability of U Mobile and Bolttech are not excluded under the Terms, the liability of U Mobile and Bolttech will be limited to the amount you paid for the Programme, up to a maximum of the last 24 months' payments or RM500, whichever is lower. The liability of U Mobile and Bolttech are several.
10.2 You expressly agree to indemnify U Mobile, its directors, officers, employees, affiliates, subcontractors, third-party vendors or agents from and against any claims brought against any of them in connection with the performance of the Programme and release us from any claims, losses or damages that may arise with respect to it.
10.3 You agree to indemnify us, our employees and officers against all loss, damage, liability and expenses incurred by us or them due to or as a result of any claim made or legal proceedings for defamation, infringement of intellectual property rights, theft, conversion, obscenity, property damage, personal injury or death or breach of any law or regulation brought against us or them in relation to your participation in the Programme or due to your act or omission in participating in this Programme.
10.4 You acknowledge that Programme cannot guarantee that you will not experience cyberattacks, scams, fraud, malware, data breaches, identity theft, or financial loss. Accordingly, U Mobile, Bolttech, and the third-party vendors are not liable for any cyber scam, fraud, phishing attack, malware infection, ransomware event, identity theft, unauthorised account access, or any resulting financial loss, data loss, or damage suffered by you, except to the extent expressly covered under the Cyber Insurance benefit and subject always to the insurer’s policy terms.
10.5 U Mobile, Bolttech, and the third-party vendors:
10.5.1 do not provide any data recovery, data backup, or data restoration services;
10.5.2 are not responsible for any loss, corruption, alteration, or deletion of data on any device;
10.5.3 are not responsible for the consequences of device compromise, including device damage caused by malware, spyware, ransomware, or user‑installed applications;
10.5.4 are not liable for any loss arising from your failure to install updates, maintain security settings, or activate Programme features; and
10.5.5 are not liable for loss of data, files, passwords, credentials, personal information, or content contained on your device, whether such loss occurs due to cyberattack, device malfunction, user error, third‑party services, or technical failure.
11. Termination
11.1 You may cancel the Programme through the MyUMobile App at any time. Cancellation takes effect at the end of the current billing cycle.
11.2 Upon cancellation of the Programme:
11.2.1 the Programme will not be automatically renewed. You can access Security Hub and its features and benefits until the end of the calendar month; and
11.2.2 you will be required to pay the Subscription Fee for that final month.
11.3 You can re-subscribe to ULTRA Security Pro however, you are not entitled to any further promotional waiver for the monthly Subscription Fee as set out in Clause 4.3.
11.4 We are entitled to terminate, suspend, disconnect all or part of the Programme without any notice and/or compensation, if:
11.4.1 you breach any terms in this Terms;
11.4.2 you fail to make payment of any amounts due to us by the due date;
11.4.3 you provide incorrect, false or incomplete information to us;
11.4.4 we have reasonable grounds to suspect fraud or other illegal conduct in relation to the Programme or your account;
11.4.5 for any other reason at our sole discretion;
11.4.6 upon the direction from a regulatory authority or government authority.
12. Matters Beyond Our Control
12.1 We do not guarantee or warrant that the Programme will be free from any fault, error or interruption, due to matters beyond our control. We will not be liable for any inability to participate in the Programme, interruption or disruption of the Programme, delay or failure resulting from matters beyond our control. These include acts of God, requirements of any governmental or regulatory authority, war, national emergency, accident, any natural disasters such as fire, flood, earthquake, equipment failure, computer or software malfunction, electrical and power failure, fault, interruption or disruption of our network, or of your device, equipment or the equipment of any third party, riot, strikes, lock-out, industrial dispute (whether or not involving our employees) or epidemics of infectious disease.
13. Contact for information inquiries
13.1 If you need assistance with the Programme, U Mobile has appointed Bolttech as its authorised service provider to assist you. You may contact Bolttech through any of the following support channels:
13.1.1 Chat Service – You may reach Bolttech via the in‑app chat function (“Chat Service”) available within the Security Hub. The Chat Service is available Monday to Sunday from 9:00am to 6:00pm.
13.1.2 Online Form – You may submit service requests, complaints or queries through the forms available within the Security Hub, which will be routed to the appropriate support team depending on the nature of your request.
13.1.3 Insurance-related inquiries – For matters relating to cyber insurance, you may contact the insurer directly. The insurer’s details will be displayed within the Security Hub or in the relevant Cyber Insurance policy wording.
14. Miscellaneous
14.1 These Terms contains the entire agreement between you and us and supersedes all prior agreement, undertakings, negotiations and discussions between us.
14.2 If any of the provisions in these Terms are not valid or legally enforceable, the other provisions will not be affected.
14.3 We may change any of these Terms including terminating or suspending this Programme. Any such change will be announced on our website. It is your responsibility to check these Terms and Conditions on our website.
14.4 The laws and courts of Malaysia will govern these Terms. Any processes or judgment may be served on you in the same way as the notices.
