Service Agreement

CUSTOMER ACKNOWLEDGEMENT & AGREEMENT

By signing up for ZYM Mobile, you are agreeing to the following terms and conditions. Please read this agreement carefully.

GENERAL SERVICE AGREEMENT

You acknowledge that you have read, understood, and agree to the following terms and conditions, which will apply upon ZYM Mobile’s acceptance of your application:

You can find all of these terms and conditions at zym.sg.

SUBSCRIPTION & BILLING

Minimum Commitment: ZYM Mobile services operate on a two-month minimum subscription period, even for non-contract plans.
Early Cancellation: If you cancel your service within the first two months of SIM activation, a cancellation fee equivalent to the remaining minimum subscription period will apply.
Billing & Payments: Please ensure your monthly bills are paid on time as outlined at Billing & Payment FAQ
Service Risks: Late payments or failure to pay may lead to service suspension or account termination. Please note that once an account is terminated, your mobile numbers cannot be retrieved.

NUMBER PORTING POLICY

The following conditions apply if you are transferring your number from another service provider to ZYM Mobile (Port-In) or to another provider from ZYM Mobile (Port-Out).

Existing Obligations: You are responsible for settling all outstanding bills and termination fees with your current provider. ZYM Mobile is not liable for any charges imposed by your previous carrier.
Data Consent: You consent to ZYM Mobile sharing your personal information with the relevant service providers to facilitate the port-in process.
Processing Time: Porting typically takes up to 5 working days
Liability & Delays: ZYM Mobile is not responsible for delays caused by inaccurate information or system issues lasting under five working days. In the event of a port-in failure, ZYM Mobile is not liable for any inconvenience, and no refunds or compensation will be provided.
No Partial Refunds: If you port out, no refunds will be issued for unused days in your final billing month. Any remaining charges will be billed in a final invoice the following month.
Timing Matters: ZYM Mobile’s billing cycle always begins on the 1st of every month for the full month ahead. Because of this, if a port-out request is initiated at the end of a month but only completes in the following month, you will be billed for that entire new month. Please note that no prorated refunds are provided for partial months of service.
Rejection Criteria: Port-out requests will be rejected if you are under contract, have a suspended/terminated account, or have an outstanding balance. Please note that any advance or prorated fees are non-refundable.

IDD CALL

Selected plans include Free v019 IDD minutes for calls from Singapore to supported destinations. If your plan does not include an IDD allowance, you must purchase a v019 IDD plan via the app to use this service.

Deduction: Every IDD call also deducts from your Local call minutes.
Excess: If Local minutes are exhausted, IDD calls are charged at $0.05/min.
Roaming: v019 only works within Singapore. Calls made or received while overseas will incur Roaming charges.
Full details, visit IDD v019 FAQ

ROAMING CALLS / SMS RATES

Please note that roaming calls and SMS are not included in your plan allowance. For full details on coverage and Pay-Per-Use rates, visit Roaming Call / SMS FAQ

Calls Abroad: Any calls made or received while you are outside of Singapore are classified as Roaming Calls.
SMS Abroad: Sending a text while outside of Singapore is considered a Roam SMS.

OTHER PAY-PER-USE RATES

Local Calls & Texts: If you exceed your plan’s allocated local talktime or SMS, the service stops.
International SMS: Sending a text from Singapore to an overseas number is billed as an International SMS at a flat rate of $0.18 per outgoing SMS. For full details on coverage and Pay-Per-Use rates, visit International SMS FAQ
Apple devices: Each time a SIM card is reinstalled in an Apple device, it may prompt you to activate services like FaceTime or iMessage, etc, which requires sending an international SMS to Apple’s servers in the UK/US billed at a flat rate of $0.18 per message

PROMOTIONAL OFFERS

By participating in any ZYM Mobile promotion—including free subscription months, monthly discounts, or lucky draws—you agree to the terms and conditions outlined here
These terms apply to all eligible customers, whether you are porting in an existing number or signing up for a new one.
For any additional promotional details not explicitly mentioned here, the full set of governing rules remains available at Promotional FAQ

DATA & PRIVACY

By providing your information, you acknowledge and agree to the following:

Data Protection: You authorize ZYM Mobile to use or disclose your personal data in accordance with our Data Protection Policy
Communication Consent: You consent to receive updates and communications via phone, SMS, or email. You can easily update these preferences at any time by reaching out to our customer service team.
Accuracy of Information: You confirm that all details provided during your application are accurate, complete, and true.

ADDITIONAL INFORMATION

You agree that you are not allowed to transfer your rights or obligations under this agreement.
ZYM Mobile reserves the right to change these terms and conditions at any time without prior notice. In the event of any dispute, the decision of ZYM Mobile shall be final.