Specific Terms and Conditions

ZYM MOBILE – SPECIFIC TERMS AND CONDITIONS

 

  1. Registration and Customer Agreement
    • ZYM Mobile Products and Services are offered by Handphoneshop Pte Ltd (UEN: 200403899K) (“ZYM Mobile”). Your activation and continued use of ZYM Mobile’s Services constitutes acceptance of ZYM Mobile’s terms and conditions as revised or amended from time to time. You should therefore visit ZYM Mobile’s official website, https://www.ZYM.sg(“ZYM Website”) regularly for the updated terms. Our agreement comprises the Customer registration confirmation, purchase orders, invoices, these Specific Terms and Conditions (“Specific Terms”), General Terms and Conditions (“General Terms”), and terms that apply to the Add-on services, contests, promotions or offers, the Data Protection Policy, and the Website Terms of Use (collectively “Customer Agreement”).
    • Customers must be 18 and older to sign up for ZYM Mobile’s Services. The maximum number of mobile lines that a Customer may subscribe to is limited to five (5). ZYM Mobile’s mobile plans for subscription are only available for Singapore Citizens, Permanent Residents, Personalised Employment Pass, Employment Pass, S Pass, Dependant’s Pass, Long Term Pass, Student’s Pass, EntrePass, Work Permit holders, and such other Singapore residents, as permitted under prevailing laws and regulations. Customers must apply for and subscribe to ZYM Mobile’s mobile plans under their individual NRIC/FIN, via ZYM Website or ZYM Mobile’s retail outlets. Your registration on ZYM Website is free of charge. Your user account on ZYM Website is personal to you and is not transferable.
    • ZYM Mobile’s Services are available, both as a fixed term contract plan, and ongoing monthly plan, and includes a recurring payment on a monthly basis on the debit or credit card that is registered with ZYM Mobile.
    • You are responsible for the safe-keeping and usage of your ZYM Mobile SIM card. ZYM Mobile shall not be liable to you for any loss, theft, misuse or damage of your ZYM Mobile SIM card.
    • Products displayed on ZYM Website are subject to availability. All prices displayed on ZYM Website are quoted in Singapore Dollars and are valid and effective only in Singapore. Any applicable taxes or duties that we may be required to pay or collect in connection with the sale of Products and Services through ZYM Website will be charged to you in accordance with the applicable laws.
    • ZYM Mobile reserves the right to cancel or amend any purchase order at its sole discretion, including but not limited to, because of any mistake, error, non-availability or fraud. In the event of such cancellation, any charges made to the credit/debit card will be refunded in full without interest. Refund may be given by crediting Customer’s credit/debit card used to place purchase order or by cheque or any other payment mode acceptable in the sole discretion of ZYM Mobile.
    • Customer must have a valid credit or debit card registered with ZYM Mobile for recurring monthly payments. If no valid credit or debit card is provided and any outstanding bill remains unpaid, ZYM Mobile services shall be suspended.
    • The bundled data, voice minutes and SMS under any ZYM Mobile plan is only for use within Singapore. Local call usage is deducted from the bundled minutes on the ZYM Mobile plan based on per minute block. For 1800/800 Toll Free numbers, calls made via ZYM Mobile line will be deducted from the bundled minutes on ZYM Mobile plan. 1900 premium service numbers are not supported.
    • ZYM Mobile post-sales support is available at ZYM Website and ZYM retail stores. ZYM Mobile reserves the right to change the prices of any of its Products and Services, and the terms and conditions of any contest, offer or promotion, without any prior notification.

 

  1. Port-in Service
    • “Port-In Service” means a service provided by ZYM Mobile which allows a Customer to retain his non-ZYM Mobile postpaid mobile number by porting mobile line from his existing mobile service provider (“Donor Operator”) to a ZYM Mobile postpaid line. Customer consents to the release of Customer’s information to a third-party central number port service provider and/or the Donor Operator for the purpose of the Port-In Service.
    • Customer agrees to pay all outstanding charges to the Donor Operator, including pre-termination charges, if any, prior to the activation of the Port-In Service.
    • Upon commencement of the Port-In Service, Customer’s existing contract (if any) with the Donor Operator shall automatically terminate.
    • If the Port-In Service request is rejected by ZYM Mobile for any reason, Customer shall resolve any outstanding issue with the Donor Operator within fourteen (14) calendar days of the date of the Customer’s signing of the Port-In Service agreement with ZYM Mobile. In the event Customer fails to resolve any outstanding issue with the Donor Operator within the said fourteen (14) calendar days, Customer shall be liable to pay ZYM Mobile, SIM card fee, cancellation charges, and any other charges or subsidies, as applicable.
    • ZYM Mobile shall not be liable for any loss of use or loss of mobile number due to Port-In Service failure, or for any charges, penalties or fees imposed by the Donor Operator due to porting.

 

  1. Self collection / Drop into Mailbox / Deliver to Doorstep
    • We currently only sell to and ship to Singapore based customers. When signing up for ZYM Mobile’s Services via ZYM Website, Customer can select one of the free (3) delivery options: Self-collection at a selected venue, Drop into customer’s registered mailbox or Delivery to customer personally to the preferred address. Upon confirmation, change of collection method or delivery date / time is allowed with an admin fee. We shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of any delay in delivery. Customer must be available in-person with the original ID document to collect the SIM card. Customer must present the same original ID document that was uploaded during registration, for verification by the delivery person at the point of delivery.
    • Due to restrictions and limitations imposed by certain institutions and organisations, ZYM Mobile may be unable to make deliveries to out-of-singapore locations and at certain places, or delivery may be subject to additional surcharge. As such, we strongly encourage you to specify your home address for delivery.

 

  1. Add-on Services
    • You may subscribe for various Add-on plans/services in ZYM Mobile app. Please refer to the applicable terms and conditions on ZYM Website that apply to such Add-on services.

 

  1. Products and Services
    • Images of Products (including devices) on ZYM Website are solely for illustration purposes. Actual Product delivered to you may differ from that shown on ZYM Website. We may impose a limit on the sale of quantity of Product per person in our sole discretion.
    • The price for each Product purchased by Customer shall be as specified in the purchase order.
    • Customer shall carry out a physical inspection of the Product at the time of collection.
    • The warranty for the product and/or third party or content provider’s (“Third Party Providers”) Services sold or offered (including as premium/gift) by ZYM Mobile will be issued and granted by the respective Product manufacturer or Third Party Providers. ZYM Mobile shall transfer to the Customer such manufacturer’s or Third Party Provider’s warranties as may be capable of transfer to the Customer. The Customer acknowledges and agrees that this Clause constitutes the Customer’s sole and exclusive remedy and ZYM Mobile’s sole and exclusive liability in respect of any defects, faults or failure in or of such Product or Services. All implied or statutory warranties and all other warranties implied by law as to merchantability, quality or fitness for a particular purpose, or otherwise arising from course of dealing or usage of trade or any other express or implied warranties or representations are excluded. In particular, ZYM Mobile does not warrant that any such Product or Service is fault-tolerant or is designed, manufactured or intended for use for medical or any other purposes for which the failure of the Product or Service could lead to death or personal injury.
    • Risk in the Product shall pass to the Customer upon the Customer accepting the Product at the time of collection or delivery. Title in the Product shall remain with ZYM Mobile and shall not pass to the Customer until the receipt by ZYM Mobile of full payment for the Product.
    • All patent, copyright, right in design, trade mark, trade name, logo or other industrial or intellectual property right in each case whether registered or unregistered, and all rights or forms of protection having equivalent or similar effect anywhere in the world (“IPR”) embodied in or relating to the Product and/or accessories shall remain the sole and exclusive property of the respective manufacturer. Customer must not remove or alter any IPR in the Product and/or accessories.

 

  1. Rates and Billing
    • ZYM Mobile’s applicable charges and rates (as amended from time to time) are published and available at ZYM Website.
    • The monthly subscription fee for ZYM Mobile’s Services is billed and is payable in advance at the beginning of the billing period. The first bill for ZYM Mobile’s Services will be pro-rated until the month-end and one (1) month in advance, and subsequent billing cycle will be on a monthly basis from the 1st calendar date of each month.
    • You must provide true and accurate billing information to us. You represent and warrant to us that the credit or debit card you shall use for performing any transaction with ZYM Website is your own or you are lawfully authorised to use it and that there are sufficient funds or credit facilities to cover the cost of the Product and Services and related charges incurred for the purchase of such Product and Services. We reserve the right to obtain validation of your payment and to hold delivery of the Product and Services unless we have received cleared funds in full. You will have to bear the charges levied by the bank, financial institution or intermediary, for any failed or declined transaction.
    • If there is any discrepancy between the published rates on ZYM Mobile’s Website and invoiced rates based on ZYM Mobile’s billing system, the rates in ZYM Mobile’s billing system shall prevail over the published rates.
    • ZYM Mobile’s records relating to data usage, calls and charges shall be conclusive evidence of the accuracy, completeness and truth of all matters stated therein and shall be binding on the Customer. Customer agrees that ZYM Mobile’s decisions on all matters pertaining to data usage, calls and charges are final. No further correspondence will be entertained in respect of the same.

 

  1. Deposit
    • A refundable deposit may be required if the Customer is a Work Permit holder. The refundable deposit may be used to pay any outstanding charges under such Customer’s account.
    • Upon termination or port-out of ZYM Mobile’s subscription, the deposit or balance will be refunded to the Customer by the following month without any interest, after deduction for payment for all charges incurred under Customer’s account. Refund will be made by crediting Customer’s credit/debit card used to place purchase order or by cheque or any other payment mode acceptable in the sole discretion of ZYM Mobile.

 

  1. Return and refund policy
    • Once sold, ZYM Mobile plan is non-refundable or exchangeable for cash or any Product. There will be no refund for any unused value upon suspension or termination of ZYM Mobile’s Services, or upon loss or damage of SIM card.

 

  1. Non-Commercial and Fair Usage Policy of Local Calls, Local SMS/ MMS and Local Data
    • Free local calls and local SMS are to any local mobile number. MMS is not supported.
    • Customers are to use ZYM Mobile’s Services for personal and non-commercial purpose only. To ensure that the activities of some users do not impair the ability of Customers to have access to reliable Services, ZYM Mobile’s Services are conditional on fair usage by Customers.
    • Local calls are provided solely for live dialogue between, and initiated by, individuals for personal use and may not be used for any other purposes, including, but not limited to, monitoring services, transmission of broadcasts, transmission of recorded material, telemarketing, AutoDialed calls, other commercial uses, or other connections that do not consist of uninterrupted live dialogue between individuals.
    • SMS may not be used to transmit or facilitate any unsolicited or unauthorized advertising, telemarketing, promotional materials, “junk mail”, unsolicited commercial or bulk messages, mass SMS broadcasts, sending of messages via automated means, or for activities that will adversely affect the ability of users or systems to use ZYM Mobile’s Services, or for any other reason that in ZYM Mobile’s sole discretion violates ZYM Mobile’s policy of providing Services for individual non-commercial use. ZYM Mobile reserves the right, without notice or limitation, to deny, terminate, modify, throttle, disconnect or suspend services if an individual engages in unfair, excessive or abusive usage or if Singtel Mobile, at its sole discretion, determines that action is necessary to protect the network from harm or degradation, until such usage ceases. If a customer uses more than 300 SMS per day, such usage will be deemed to be excessive or abusive usage. Use of file sharing software or peer-to-peer/torrent apps, and downloading abnormal amounts of large-format files such as music, videos and movies, or other activities that generate large volumes of traffic on Singtel mobile network will be deemed to be excessive or abusive usage of Local data. Singtel Mobile may deny, terminate, modify, throttle, disconnect or suspend services if an individual engages in unfair, excessive or abusive usage.
    • Local data may not be used to transmit or facilitate any unsolicited or unauthorized advertising, telemarketing, promotional materials, “junk mail”, unsolicited commercial or bulk messages; or for activities that will adversely affect the ability of users or systems to use ZYM Mobile’s Services, or for any other reason that in our sole discretion violates our policy of providing Service for individual non-commercial use.
    • ZYM Mobile reserves the right, without notice or limitation, to deny, terminate, modify, throttle, disconnect or suspend Services if a Customer engages in unfair, excessive or abusive usage or if ZYM Mobile, in its sole discretion, determines that such action is necessary to protect the network from harm or degradation.
    • If a Customer uses more than (i) 10,000 local call minutes per month, (ii) 10,000 local SMS per month, or (iii) 300 SMS per day, such usage will be deemed to be excessive usage. Use of file sharing software or peer-to-peer/torrent apps and downloading abnormal amounts of large-format files such as music, videos and movies, or other activities that generate large volumes of traffic on ZYM Mobile network will be deemed to be excessive or abusive usage of local data. ZYM Mobile may deny, terminate, modify, throttle, disconnect or suspend Services if an individual engages in unfair, excessive or abusive usage.
  1. ZYM Mobile Roaming
    • Roaming Services are enabled by default. To purchase or activate ZYM Mobile Roaming plans, you will need a ZYM Mobile plan registered under your personal NRIC/FIN.
    • Availability of the ZYM Mobile Roaming Service is subject to availability of a suitable type of mobile equipment; availability of resources including, without limitation, availability of a suitable network infrastructure at the time when the Service is requested or delivered; and geographic and technical capability of the ZYM Mobile network, roaming partner networks, and of ZYM Mobile’s delivery systems at the time and location when the Service is requested or delivered.
    • ZYM Mobile Roaming data bundle Add-on plans currently available are, ZYM Travel Malaysia, ZYM Travel Thailand, ZYM Travel Indonesia, ZYM Travel Asia (9 and 18 Countries) and ZYM Travel Global (81 Countries). Data bundle, validity and price of these plans are available on ZYM Website.
    • Activation date and time for ZYM Mobile Roaming plans will be indicated when Customer makes a selection before the purchase.
    • Data roaming Services under data bundle plan will be deactivated once the data bundle has been completely utilized.
    • All unused data will automatically deactivate at 2359hours, Singapore Time or GMT+8 on the date of expiry.
    • When ZYM Mobile Roaming plan is active, each additional purchase of a ZYM Mobile Roaming plan for the same territory will extend the validity and increase the data allowance of the total data bundle for such territory by the amounts set out in the additional ZYM Mobile Roaming plan, from the date of the additional purchase.

 

  1. Non-Commercial and Fair Usage Policy of ZYM Mobile Roaming Services
    • Customers are to use all roaming Services strictly for personal and non-commercial purposes only.
    • To ensure that the activities of some users do not impair the ability of Customers to have access to reliable Services, all roaming Services are conditional on fair usage by Customers.
    • ZYM Mobile reserves the right, without notice or limitation, to deny, terminate, modify, throttle, disconnect or suspend roaming Services if any Customer engages in unfair, excessive or abusive usage or if ZYM Mobile, at its sole discretion, determines that any such action is necessary to protect the network from harm or degradation.
    • Customers shall not abuse, misuse, exhaust or otherwise take unfair advantage of roaming Services to the detriment of other users.

 

  1. ZYM Mobile International Direct Dialing (IDD) and SMS
    • International direct dialing (IDD) Service and international SMS is enabled by default.

 

  1. Non-Commercial and Fair Usage Policy of IDD
    • Customers are to use all IDD Services strictly for personal and non-commercial purposes only.
    • To ensure that the activities of some users do not impair the ability of Customers to have access to reliable services, all IDD Services are conditional on fair usage by Customers.
    • ZYM Mobile reserves the right, without notice or limitation, to deny, terminate, modify, throttle, disconnect or suspend IDD Services if any Customer engages in unfair, excessive or abusive usage or if ZYM Mobile, at its sole discretion, determines that any such action is necessary to protect the network from harm or degradation.
    • Customers shall not abuse, misuse, exhaust or otherwise take unfair advantage of IDD Services to the detriment of other users.

 

  1. Promo Codes
    • We may issue promotional codes for use on ZYM Website from time to time. Such codes are limited and may expire or discontinued with or without notice. To enjoy the promo code discount, Customer must apply the promo code on ZYM Website during purchase. Failure to apply the promo code before the purchase is completed will result in the Customer not receiving the benefit of the discount. Promotional codes are not redeemable for cash and we reserve the right to cancel the use of promotional codes at any time for any reason without notice, including without limitation in case of unauthorised sale or copying.
    • Please refer to the specific terms and conditions accompanying the relevant promo code for other applicable terms.

 

  1. Termination/Port-out Service
    • The minimum subscription period of ZYM Mobile services is 2 months.
    • Termination of ZYM Mobile subscription plan via ZYM Website or ZYM Mobile retail stores, and/or port-out process must be started at least 14 calendar days (by 5 pm) before the next scheduled recurring payment date. In the event, Customer initiates a termination of ZYM Mobile subscription and/or port-out process less than 14 calendar days (by 5 pm) before the next scheduled recurring payment date, Customer will be charged for the next recurring payment. No refund will be given for any unused period and any accrued benefits or promotion will no longer be eligible.
    • ZYM Mobile subscription that has been successfully terminated, cannot be reinstated for any reason.
    • ZYM Mobile may terminate the Customer’s ZYM Mobile subscription pursuant to any direction given by its network service provider, the IMDA, or any other regulatory or governmental body.
  2. Miscellaneous
      • Mobile data speed of ZYM 4G Mobile plans will be provided at 4G network speed.
      • Mobile data speed of ZYM 5G Mobile plans will be provided at 5G NSA network speed.
      • No VoLTE services are currently available.

[Effective: 10 Oct 2023]

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