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Terms & Conditions

General

  • VIVIFI is a postpaid Mobile Service offered by ICYMI Pte Ltd (ICYMI). By signing up and activating the Service, the Customer agrees to accept all Terms and Conditions related to the use of Mobile Service.
  • In order to use the Service, all correct information and supporting identification documentation requested needs to be provided and ICYMI may refuse to provide the Service at our sole discretion.
  • Customer must provide a valid credit card for recurring payments to be charged. Failure to maintain a valid credit card with ICYMI will cause service suspension or termination.
  • The Customer acknowledges that use of Mobile Service is subject to the availability and/or coverage of local network from time to time which may be affected by various external factors. ICYMI will use reasonable endeavours to provide a reliable local network but shall not be able to ensure that local network is available on an uninterrupted basis or coverage is adequate at all times.
  • Non-Commercial and fair usage policy of local data, talktime and SMS:
    • Customers are allowed to use this service for personal and non-commercial purposes only. This service is conditional on fair usage by customers which is to ensure that no users’ activities jeopardize the ability of Customers to have access to reliable services.
    • Local data is not allowed to transmit or facilitate any unsolicited or unauthorized advertising, promotion information, or bulk messages; or any activity which affects the ability of users or systems to use ICYMI and its MNO Mobile’s services, or for any other reason that in our sole discretion violates our policy of providing service for individual use.
    • Local talktime is provided for live dialogue between individuals for personal use. Any local talktime due to other purposes are not allowed.
    • Local SMS is not allowed to transmit or facilitate any unsolicited or unauthorized advertising, promotion information, or bulk messages; or any activity which affects the ability of users or systems to use ICYMI and its MNO Mobile’s services, or for any other reason that in our sole discretion violates our policy of providing service for individual use.
    • Non-commercial and fair usage policy applies to all bundle, tier based, pay per use, and promotion data/talktime/SMS service.
    • Excessive usage will be treated If a Customer uses more than
      • 10,000 local talktime minutes per month,
      • 10,000 local SMS per month, or
      • 1,000 SMS per day.
      • 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 mobile network will be deemed to be excessive or abusive usage of local data. ICYMI may deny, terminate, modify, throttle, disconnect or suspend service if an individual engages in unfair, excessive or abusive usage.
  • ICYMI reserves the right to change prices and promotion offered at VIVIFI.ME website without any prior notification.
  • ICYMI reserves the right to cancel or amend orders at its sole discretion.
  • ICYMI reserves the right to alter, modify, add to or otherwise vary the Terms and Conditions from time to time by notice to the Customer in such manner as ICYMI deems appropriate. The Customer shall be bound by the terms and conditions so amended. In any event, if the Customer continues to use the Mobile Service after such notice, the Customer shall be deemed to have accepted the amendments.

VIVIFI Mobile Service

  • The minimum age required to sign-up the Mobile Service is eighteen (18) years old and the maximum number of mobile lines under the Customer name or account is nine (9).
  • VIVIFI mobile plan is only available for Singapore Citizen, PR, PEP, EP, SP, and Entrepass holders.
  • Once sold, the VIVIFI Mobile Plan is non-refundable or exchangeable for cash or any products. There will be no refund for any unused value upon service suspension, service termination, SIM card loss and damage. The charging starts from the date of delivery, and the new mobile number issued can be used for full service. Customers who require mobile number porting (MNP) service can start to use VIVIFI mobile service with the issued mobile number first.
  • Mobile data speed of VIVIFI mobile plans will be provided at 4G network speed. There is no VoLTE service provided for now.
  • Customers can refer to price plan charges, tier based service charging, and PPU charges on website VIVIFI.ME
  • 1900 Premium Service Numbers are not supported. For 1800 Toll Free service, standard local charges apply.
  • Customer needs to pay the delivery fee of SIM cards or another device, if applicable. Delivery failure due to the lack of supporting documents, no-show of recipients or any fault at recipient side may incur additional delivery charges. Customer can liaise with ICYMI’s logistic partner to arrange a new delivery date and make payment.

VIVIFI Share Plan

  • The monthly entitlement (data, talktime and sms) of Share Plan only allows sharing with additional mobile lines purchased under the same account.
  • This entitlement resets on the first day of every billing cycle
  • Once entitlement is used up, VIVIFI More will meter the total usages of the month and charge based on a tier rate.
  • Customer may opt out of VIVIFI More, however, excess usages will be charged based on a per pay use rate.
  • Pay per use rate for Data 1GB@$10.70 (using blocks 100 MB), Talkime $0.11/mins, SMS $0.05/sms.
  • All Share Plan VAS service will be charged at full month price.
  • Change of Plan to VIVIFI Lite Plan is currently not supported

VIVIFI Lite Plan

  • The monthly entitlement (data, talktime and sms) of Lite Plan does not allow sharing with other mobile lines.
  • This entitlement resets on the first day of every billing cycle.
  • Customer will not be able to make outgoing calls, send sms and get data connectivity once entitlement is used up.
  • Customer is required to purchase top up for additional entitlements.
  • A purchased top up will have a validity of 30 days.
  • Month entitlement will be consumed first before any additional entitlements.
  • Customer will be able to receive calls and sms even when entitlement is used up.
  • Change of Plan to VIVIFI Share Plan is currently not supported

VIVIFI More: Auto Subscribed Tier Based Service Pack

  • All customers are granted auto subscribed function. Customers are not required to pre-purchase any additional local data/talktime/SMS up-front. Instead, when all bundle entitlement (including marketing perks if any) in share pool is depleted, VIVIFI platform will apply tiered based service pack to customers automatically. Customer needs to pay tiered based price, however, Pay Per Use rate will not be applied after tiered based service pack is depleted.
  • Customers can opt-out auto subscribed tiered based service pack service via contacting VIVIFI customer service. Once the service is opt out, Pay Per Use rate will be applied automatically when all bundle entitlement (including marketing perks if any) in share pool is depleted.
  • Customers can refer to our website VIVIFI.ME for auto subscribed tiered based service pack rate. ICYMI reserves the right to amend the service pack rate and tier structure without prior notification.
  • All auto subscribed data, talktime or SMS packs will immediately and automatically expire at the end of the renewal cycle without notice.

Mobile Number Portability

  • Customers who are subscribed to a post-paid service with another Mobile Service Provider (“Donor Operator”) can port-in their numbers to VIVIFI under the following conditions:
    • The number to be ported-in is under a post-paid service with the Donor Operator;
    • The number to be ported-in is currently active and not suspended with the Donor Operator.
  • Customers requesting a port-in will be provided a temporary number to start availing ICYMI services after which the temporary number will be terminated once the port-in is completed successfully.
  • ICYMI reserves the right to correct the Donor Operator and re-initiate port-in in the event Customer indicated the wrong Donor Operator in the port-in request.
  • If the owner of the number to be ported-in is a different person from the Customer, the owner of the number will have to provide:
    • His/her Identity Document and;
    • Make an authorisation for transfer of ownership if ownership belongs to the Customer after the port-in is completed.
  • For port-in request, customer must pay all outstanding charges to the Door Operator, including Early Termination Charges (ETC), if any, prior to the activation of the port-in service. ICYMI is not liable for any charges, penalties or fees imposed by the customer’s existing operator due to porting. ICYMI is not liable for any loss of use or loss of mobile number due to port-in failure neither.
  • ICYMI is not liable for any charges, penalties or fees imposed by the Customer’s Donor Operator due to porting.
  • When VIVIFI Us mobile line is port out, no action is required after port out request is raised to Received Operator.
  • When VIVIFI Me mobile line is port out, the first subscribed VIVIFI Us mobile line will be promoted to VIVIFI Me mobile line automatically. The new VIVIFI Me mobile line cannot be replaced or exchanged.
  • Port-out request may be rejected due to wrong customer name, wrong ID information, or unpaid bill under the port-out account.

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VIVIFI Go: Roaming

  • VIVIFI Go is the product name of VIVIFI roaming service.
  • Roaming service is not enabled by default. If the service is required, the Customer acknowledges that they shall enable the service through the VIVIFI self-help website.
  • VIVIFI Go data roaming pack is available which is published on VIVIFI.ME website. There is no data roaming service out of the selected countries listed in data roaming pack. ICYMI reserves the right to amend the data roaming pack, including selected countries and rate, without prior notification:
    • VIVIFI Go (A) data roaming pack 1GB 7 Days can only be used in Malaysia.
    • VIVIFI Go (B) data roaming pack 1GB 7 Days can only be used in Thailand.
    • VIVIFI Go (C) data roaming pack 3GB 10 Days 8 countries can only be used in Australia, Hong Kong, Macau, Indonesia, Malaysia, Philippines, Taiwan, Thailand.
    • VIVIFI Go (D) data roaming pack 1GB 30 Days 56 countries can only be used in Australia, Austria, Bangladesh, Belgium, Brunei, Canada, Cambodia, China, Croatia, Czech Republic, Denmark, Egypt, Fiji, Finland, France, Germany, Ghana, Greece, Hong Kong, Hungary, India, Indonesia, Ireland, Israel, Italy, Japan, Kenya, Laos, Macau, Malaysia, Mexico, Mongolia, Myanmar, Netherlands, New Zealand, Nigeria, Norway, Pakistan, Philippines, Poland, Portugal, Qatar, Russia, Saudi Arabia, South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, Turkey, UAE, UK, USA and Vietnam.
    • Once VIVIFI Go data roaming pack is purchased, the service will start immediately. VIVIFI Go data roaming pack is non-refundable.
    • VIVIFI Me mobile line users can login website or mobile app to purchase VIVIFI Go data roaming pack for own line and VIVIFI Us mobile line.
    • VIVIFI Go data roaming pack is not shareable.
    • Talktime roaming and SMS roaming service can be supported. You can refer to VIVIFI.ME website to check the supporting countries and rates. ICYMI reserves the right to amend the country list and rates of talktime roaming and SMS roaming without prior notification.

VIVIFI Connect: International Direct Dialing (IDD) and SMS

  • International direct dialing (IDD) service and international SMS are not enabled by default and if the service is required, the Customer acknowledges that they shall enable the service through the self-help website provided by ICYMI.
  • Charges made for IDD calls are based on the prevailing rates and may be subjected to change without notice by ICYMI at any time.
  • Once international SMS service is enabled, customer can send international SMS at $0.30 per SMS.

Suspension

  • When there is no VIVIFI Us mobile plan subscribed under customer account, VIVIFI Me mobile line can be suspended by via help@vivifi.me.
  • When there is VIVIFI Us mobile plan(s) subscribed under customer account, VIVIFI Me mobile line cannot be suspended alone. Otherwise, all mobile lines under the account will be suspended.
  • There is no prorated refund of mobile line’s current Monthly Recurring Charging and entitlement when suspension is applied. Suspension MRC ($10.70) will be applied from the next billing cycle, and mobile line’s MRC will not be charged during suspension period.
  • Unsuspension can only be made at the end of billing cycle. Customers are required to define unsuspension date when raise suspension request.
  • Suspend duration in blocks of 1 month, up to a maximum of 12 months.

Termination

  • VIVIFI Me mobile plan cannot be terminated when there are VIVIFI Us mobile plan(s) subscribed under the same account.
  • VIVIFI Me mobile plan can be terminated when no VIVIFI Us mobile plan(s) subscribed under the same account.
  • Termination is only allowed if customer has no pending unpaid bill and has completed the payment for the first 2 bill cycle.
  • VIVIFI Us mobile plan can be terminated by VIVIFI Me mobile plan user only.
  • There is no prorated refund of mobile line’s Monthly Recurring Charging and entitlement when termination is executed.
  • Termination will be applied at the end of the current billing cycle.
  • Termination should be sent by 12pm on the last calendar day. If fail to do so, 1month MRC will be incurred.
  • To raise termination request, customers need to contact VIVIFI customer service via help@vivifi.me .

Dunning Policy

  • Customers are required to make payment within 9 days from the invoice date. Dunning process will be triggered when a customer fails to make payment within grace period and the customer is not allowed to make any new purchased from then.
  • When a customer continues to fail to make payment within 27 days from the invoice date, the platform will disable international SMS, IDD and roaming service from all mobile lines’ under the customer’s account on top of previously actions taken.
  • When a customer continues to fail to make payment within 42 days from the invoice date, the platform will disable outgoing talktime, outgoing SMS and local data service from all mobile lines’ under the customer’s account on top of previously actions taken.
  • When a customer fails to make payment within 58 days from the invoice date, customer’s account will be terminated.
  • All mobile lines’ monthly recurring charging fee will be applied. Service will be resumed and bundle entitlement in the current billing cycle will be granted back when payment is made and received before the termination triggered.

Delivery

  • SIM cards will be delivered in 3 working days once it is subscribers’ submitted documents are verified.
  • In the event customers cannot receive SIM card delivery in person, they need to nominate authorized recipients to receive the SIM card with presenting authorized letter and both customer ID and recipient ID to postman. Failure of presenting necessary documents may cause delivery failure.
  • In the event of delivery failure, customer needs to login VIVIFI’s delivery partner’s website to book next delivery date within 14 days from the date of failed delivery. Additional charge may be applied and is required to be paid upfront online. Failure of rebooking delivery date will cause purchase order cancelation.
  • There is no refund due to delivery failure or service cancellation.

Acceptable Use Policy

Subscription to the Service constitutes the Customer acceptance of this Acceptable Use Policy. The continued subscription to or use of the Service, whether such use is by the Customer personally or by any person the Customer allows or permits to use the Service (each an “end-user”), constitutes your acceptance of any revisions or updates to this Acceptable Use Policy as ICYMI may make and publish from time to time.

The Customer agrees not to, and to procure that any end-user using the Service subscribed by the Customer will not, directly or indirectly:

  • In using the Service, violate the rules, regulations and policies (including but not limited to this or any other acceptable use policy) applicable to any mobile operator, service provider, content provider, network, server, computer database, web site or newsgroup accessed by the Customer or any end-user;
  • Use the Service to:
    • send, or facilitate the sending of, unsolicited material (“Spam”) to any person or system in a way that could be expected to adversely impact any network or facilities; or
    • propagate or knowingly reply to Spam; or
    • collect responses from Spam (whether or not such Spam is sent using the Service);
  • Use the Service to post a message or multiple messages:
    • to an unreasonable number of servers, or forums on a server; or
    • to any server in an unreasonable number; or
    • to any server after a request to cease posting is made by any administrator or moderator or such person in charge of reviewing postings;
  • Abuse the Service, or in the use of the Service violate any other person’s rights, or interfere with another person’s use of the Service, including, without limitation, by engaging in activities that result in, encourage or facilitate the distribution of viruses, worms, time bombs, Trojan horses, cancelbots, sniffer, or other code(s) that are designed to acquire information about other users or their activities without their approval, or in the use of the Service disrupt the functionality or availability of any computer program, database, the Service supplied to any other Customer, or any Internet host, or engage in any other similar activities in relation to the Service;
  • Use the Service to infringe the privacy of another person;
  • Use the Service to publish or communicate material that is obscene, pornographic, inflammatory, harassing, threatening, tortious, abusive, harmful to minors, defamatory, libelous or otherwise objectionable or offensive;
  • Use the Service to break, or attempt to break into any computer hardware, software, system or procedure, or to access or attempt to access any computer hardware, software, system or procedure without authorisation;
  • In using the Service, forge, remove or modify identifying network header information (“spoofing”), or employ any other method that may mislead any person or dishonestly disguise any username or the source or quantity of transmissions;
  • Use the Service to use or store any bots on any ICYMI servers;
  • Use the Service to relay material through any third-party systems without authorisation;
  • Use the Service to carry out any other activities which ICYMI considers to be actually or potentially injurious to our other Customers, or to the operations or reputation of ICYMI;
  • In the use of the Service, infringe any patent, trademark or copyright or any other intellectual property right of any third party or ICYMI.

The Customer must immediately notify ICYMI of any unauthorised use of their Service account, and/or any breach, or attempted breach, of their Service account security, as soon as this is known to or suspected by the Customer. The Customer shall keep strictly confidential any authorization/access code or password issued to, or created by, the Customer or any end-user in connection with the Service, and shall immediately inform ICYMI if the Customer has any reason to believe any such code or password has become known to someone not authorized to use it, or if any such code or password is likely to be used in an unauthorized manner.

To the extent permitted by Law, ICYMI does not assume responsibility for any materials that the Customer, any other Customer, or any other person, publish or post using the Service, and ICYMI disclaims all responsibility for any such content, posting or activity, whether on any ICYMI servers or otherwise. ICYMI is not responsible for the content of any third party websites linked to or accessed using the Service, or for the services rendered by any Customer or end-user using the Service, and the Customer agrees not to hold ICYMI responsible for such content.

ICYMI may, in our sole discretion, determine on a case-by-case basis what action will be taken in response to any actual, suspected or alleged violation of this Acceptable Use Policy. ICYMI reserves the right to:

  • investigate any actual, suspected or alleged violation of this Acceptable Use Policy, including by gathering information from the Customer, any end-user (and the Customer agrees to procure the assistance of any such end-user) and the complaining party, and to examine any material posted on or transmitted via any ICYMI servers; or
  • with or without notice, remove or refuse to post material that ICYMI considers is or may be in violation of this Acceptable Use Policy; or
  • suspend or terminate the Service.

Nothing contained in this Acceptable Use Policy shall be construed to limit ICYMI actions or remedies in any manner. ICYMI may take any and all additional actions we may deem appropriate with respect to any violation of this Acceptable Use Policy, which may include (without limitation) the recovery from the Customer for all costs and expenses incurred in identifying offenders and prohibiting them from using the Service, or levying cancellation charges on the Customer if ICYMI terminates the Service for any actual, suspected or alleged breach of this Acceptable Use Policy. ICYMI reserves at all times all rights and remedies available to us under contract, at law or in equity.

Payment

  • Unless otherwise stated, all prices listed are inclusive of GST.
  • Payment for the Service will be via recurring payment through acceptable credit cards or other payment modes as may be determined by ICYMI from time to time.
  • All credit cards used must be valid and by signing up for recurring payment, the Customer and the cardholder agree to ICYMI debiting the relevant fees for the Service.
  • If ICYMI is unable to make the deduction or settlement with the relevant bank for any reason whatsoever, the Customer will be deemed to be in breach of the payment obligations and ICYMI shall be entitled to suspend and/or terminate the Service without notice and liability, and ICYMI will not be responsible to the Customer for such suspension and termination.
  • Returns and refunds are only possible on a case-by-case basis and the Customer will have to contact ICYMI via the support channel. ICYMI reserves the final rights and decision on such request and any refunds made will be credited as an adjustment to the Customer monthly bill.
  • Full payment is required. No partial payment is allowed.