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Terms & Conditions

VIVIFI Help
  • Updated

General

  1. 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.
  2. In order to use the Service, all correct information and supporting identification documentation requested need to be provided and ICYMI may refuse to provide the Service at our sole discretion.
  3. Customer must provide a valid credit or debit card for recurring payments to be charged. Failure to maintain a valid credit or debit card with ICYMI will cause service suspension or termination.
  4. 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.
  5. 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 defined as a Customer using more than
      • 10,000 local talktime minutes per month,
      • 10,000 local SMS per month, or
      • 300 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.
  1. ICYMI reserves the right to change prices, offers and promotion offered at VIVIFI.ME website without any prior notification.
  2. ICYMI reserves the right to cancel or amend orders at its sole discretion.
  3. 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

  1. The minimum age required to sign-up the Mobile Service is eighteen (18) years old and the maximum number of mobile lines allowed under the Customer’s ID is ten (10).
  2. VIVIFI mobile plan is only available for Singapore Citizen, Permanent Resident, Personalised Employment Pass, Employment Pass, S Pass, Entrepass and Work Permit.
  3. A valid NRIC or work pass must be presented when signing up for VIVIFI mobile plan. Please note that passports and driver's licenses are not accepted.
  4. VIVIFI reserves the right to suspend/ terminate the mobile service(s) of customers whose work/ study/ visit passes in Singapore have been revoked/ expired.
  5. Ownership of the subscribed VIVIFI mobile service belongs to the VIVIFI account owner whose identity document was used to register for the VIVIFI account of that service number. For customers of VIVIFI Share mobile plan, ownership of all lines under a particular VIVIFI Share account will belong only to the registered owner of that VIVIFI Share account who has provided his/her identity documents to sign up for VIVIFI Share mobile plan.
  6. 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.
  7. Charging of VIVIFI service starts from the date on which the SIM card is activated, 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 temporarily issued VIVIFI mobile number first.
  8. Mobile data speed of VIVIFI mobile lines will be provided at 4G network speed, except for the specific mobile lines that have subscribed to VIVIFI 5G VAS. 
  9. Customers can refer to price plan charges, tier-based service charging, and pay-per-use charges on website VIVIFI.ME.
  10. 1900 Premium Service Numbers are not supported. For 1800 and 800 Toll Free service, standard local charges apply.
  11. 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.

Deposit

  1. A refundable deposit may be imposed on the Customer for the use of VIVIFI mobile service if Customer is a Work Permit holder.
  2. The deposit will be collected within 48 hours upon signing up of VIVIFI mobile service and charged directly to the payment card that you have used during signup. Please check your email for the receipt of this deposit.
  3. If you are not agreeable with paying the deposit, you may cancel your order within 3 days of receiving this email receipt, and you will receive a full refund for any fees that you have made to VIVIFI for the signing up of this mobile line.
  4. The deposit, payable for each mobile line, may be used by VIVIFI to offset any outstanding charges under the Customer’s account.
  5. Upon termination or porting out of Customer’s VIVIFI mobile line, the deposit or its balance will be refunded to the Customer without interest by the last day of the following month, after payment for all charges incurred by the Customer has been made. The refund will be made to the same card that Customer has used to pay the deposit, unless otherwise indicated by the Customer.
  6. Pre-payment may be required to offset any outstanding charges under any of the Customer’s accounts, when necessary.

VIVIFI Share Plan

  1. The monthly entitlement (data, talktime and SMS) of Share Plan only allows sharing with additional mobile lines purchased under the same account.
  2. This entitlement resets on the first day of every billing cycle.
  3. Customer can purchase Boosters to enjoy additional entitlements.
  4. The purchased Booster for the selected mobile line cannot be shared with other mobile lines within the same Share group.
  5. Promotional add-on (if any) will first be consumed, followed by one-time purchase add-on (if any) and monthly recurring purchase add-on (if any). Monthly entitlement will be consumed last.
  6. Once monthly entitlement is used up, VIVIFI More will meter the total usages of the month and charge based on a tier rate.
  7. Customer may opt out of VIVIFI More, however, excess usages will be charged based on a per-pay-use rate.
  8. Pay-per-use rate for Data 1GB@$10.90 (using blocks of 100 KB), Talkime $0.1090/min, SMS $0.0545/SMS.
  9. All Share Plan VAS service will be charged at full month price.
  10. If Customer is on VIVIFI Share 12-month contract plan, Customer’s contract with ICYMI will last for 12 months from the SIM activation date of the mainline. If any of the mobile lines in the contracted VIVIFI Share plan is changed to another plan, terminated or ported out before the contract end date, an early termination charge for the remaining months will be imposed on each line based on the original price for main and sub lines, at prevailing GST rate.
  11. Change of plan is only available upon request via help@vivifi.me.

VIVIFI Lite/ VIVIFI Vibe/ VIVIFI Roam MY/ VIVIFI Roam MY Super/ VIVIFI Binge/ VIVIFI 20/ VIVIFI 50/ VIVIFI 50 (N) Plan

  1. The monthly entitlement (data, talktime and SMS) of the Plan does not allow sharing with other mobile lines.
  2. This entitlement resets on the first day of every billing cycle.
  3. Customer will not be able to make outgoing calls, send SMS and get data connectivity once entitlement is used up.
  4. Customer is required to purchase Boosters for additional entitlements.
  5. Promotional add-on (if any) will first be consumed, followed by one-time purchase add-on (if any) and monthly recurring purchase add-on (if any). Monthly entitlement will be consumed last.
  6. Customer will be able to receive calls and SMS even when entitlement is used up.
  7. Change of plan is only available upon request via help@vivifi.me.

VIVIFI Plus Plan

  1. The monthly entitlement (data, talktime and SMS) of Plus Plan does not allow sharing with other mobile lines.
  2. This entitlement resets on the first day of every billing cycle.
  3. Customer on Plus Plan will enjoy unlimited basic Internet. However, to ensure fair usage, the mobile data will be offered at a managed speed once Customer exceeds the monthly bundled data. For example, Customer subscribed to VIVIFI Plus 9 Plan will enjoy 4G mobile data speed if data usage has not exceeded 9GB. Once usage exceeds 9GB, Customer will still be able to enjoy data access at a managed speed. Customer will have the option to purchase data Boosters to restore the 4G mobile data speed if Customer has exceeded the bundled data for the month.
  4. Once monthly entitlement for talktime/SMS is used up, Customer will be charged the pay-per-use rate.
  5. Pay-per-use rate for Talkime $0.1090/min, SMS $0.0545/SMS.
  6. Customer is required to purchase Boosters for additional entitlements.
  7. Promotional add-on (if any) will first be consumed, followed by one-time purchase add-on (if any) and monthly recurring purchase add-on (if any). Monthly entitlement will be consumed last.
  8. Change of plan is only available upon request via help@vivifi.me.

Promotional entitlements: Add-on entitlements for local data/talktime/SMS

  1. Customer may be eligible for promotional data/talktime/SMS entitlement based on VIVIFI mobile plan type or ongoing promotions during mobile plan sign-up.
  2. Such promotional entitlements may be given free or made available for purchase based on the terms and conditions of the promotion.
  3. To be eligible for such promotional entitlements, the terms and conditions of the promotion must be met.
  4. Promotional entitlement will be ceased if Customer terminates the VIVIFI mobile service tied to the given promotional entitlement, changes the subscribed VIVIFI mobile plan or if the validity of promotional entitlement ends, whichever is earlier.
  5. ICYMI reserves the right to amend or terminate the promotional entitlements given.

VIVIFI Booster: Add-on entitlement for local data/talktime/SMS

  1. Customer can purchase VIVIFI Booster to increase the monthly entitlement that comes bundled with the base plan.
  2. Various Booster options are available for data/talktime/SMS.
  3. One-time purchase Booster will have a validity of 30 days from the purchase date.
  4. Service for one-time purchase VIVIFI Booster will start immediately upon purchase and automatically expire at the end of 30 days without notice.
  5. If multiple one-time purchase Boosters are made for the same category (data/ talktime/ SMS) and both Boosters are still valid, the Booster that was purchased first will be consumed first.
  6. Purchase of monthly recurring Boosters will be immediate while removal will take place on the last day of the month in which the removal request was submitted. You may make a monthly recurring purchase of more than one Booster but only one change (either a purchase or removal) per month will be allowed for each Booster.
  7. If Customer has both a one-time purchase Booster and a monthly recurring purchase Booster of the same category (data/ talktime/ SMS), the one-time purchase Booster will be consumed first.
  8. Purchased VIVIFI Booster cannot be shared with other mobile lines unless it has been purchased as a shareable Booster, which is only available for customers on VIVIFI Share plan.
  9. Customers can refer to our website VIVIFI.ME for the available Booster options. ICYMI reserves the right to amend the price of Booster options without prior notification.

VIVIFI More: Auto Subscribed Tier-Based Service Pack

  1. All customers are granted auto subscribed function. Customers are not required to pre-purchase any additional local data/talktime/SMS upfront. Instead, when all bundle entitlement (including marketing perks, if any) in Share pool is depleted, VIVIFI platform will apply VIVIFI More tier-based service pack to customers automatically. Customer needs to pay VIVIFI More tier-based price, and VIVIFI More pay-per-use rate for Data $4.5780/GB, Talkime $0.1090/min, SMS $0.0545/SMS will be applied after VIVIFI More tier-based service pack is depleted.
  2. Customers can opt out of auto subscribed VIVIFI More tier-based service pack service by contacting VIVIFI customer service. Once VIVIFI More service is opted out, pay-per-use rate for Data 1GB@$10.90 (using blocks of 100 KB), Talkime $0.1090/min, SMS $0.0545/SMS will be applied automatically when all bundle entitlement (including marketing perks, if any) in Share pool is depleted.
  3. Customers can refer to our website VIVIFI.ME for auto subscribed VIVIFI More tier-based service pack rate. ICYMI reserves the right to amend the service pack rate and tier structure without prior notification.
  4. VIVIFI More resets on the first day of every billing cycle.

Mobile Number Portability

  1. Customers who are subscribed to a postpaid 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 postpaid service with the Donor Operator;
    • The number to be ported in is currently active and not suspended with the Donor Operator.
  2. Customers requesting for port-in will be provided with a temporary VIVIFI number. Charging of VIVIFI mobile service starts from the date on which the SIM card is activated with the temporary VIVIFI number. The temporary VIVIFI number will be terminated once the port-in is completed successfully. If the port-in fails due to rejection by the Donor Operator, there will be no refund made for the subscription fee charged for the temporary VIVIFI number and Customer can continue to use VIVIFI mobile service using the assigned VIVIFI number.
  3. 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.
  4. 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.
  5. For port-in request, customer must pay all outstanding charges to the Donor 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 Donor Operator due to porting. ICYMI is not liable for any loss of use or loss of mobile number due to port-in failure.
  6. When VIVIFI Us mobile line is ported out, no action is required after port out request is raised to Receiving Operator.
  7. When VIVIFI Me mobile line of VIVIFI Share plan is ported 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.
  8. Port-out request may be rejected due to wrong customer name, wrong ID information, or if Customer has any unpaid bills.
  9. There is no pro-rated refund of the mobile line’s Monthly Recurring Charging (MRC) and entitlement when a mobile line is ported out of VIVIFI.

VIVIFI Go: Roaming

  1. VIVIFI Go is the product name of VIVIFI roaming service.
  2. Roaming service is enabled by default for Customers whose Mobile Service is activated after 10 January 2020.
  3. For Customer whose Mobile Service was activated before10 January 2020, if roaming service is required, the Customer acknowledges that the service can be enabled by Customer through the VIVIFI self-help website.
  4. VIVIFI Go data roaming packs available for purchase is published on VIVIFI.ME website. There is no data roaming service for countries not 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 - MYS data roaming pack 1GB 7 Days can only be used in Malaysia.
    • VIVIFI Go - THA data roaming pack 1GB 7 Days can only be used in Thailand.
    • VIVIFI Go - IDN data roaming pack 1GB 7 Days can only be used in Indonesia.
    • VIVIFI Go - ROAM1 data roaming pack 2GB 14 Days can only be used in Australia, Brunei, Cambodia, China, Hong Kong, India, Indonesia, Japan, Laos, Macau, Malaysia, Myanmar, New Zealand, Philippines, South Korea, Taiwan, Thailand and Vietnam.
    • VIVIFI Go - ROAM2 data roaming pack 3GB 21 Days can only be used in Albania, Argentina, Armenia, Australia, Austria, Bangladesh, Belgium, Brunei, Bulgaria, Burkina Faso, Cambodia, Canada, Chile, China, Colombia, Costa Rica, Croatia, Czech Republic, Denmark, Ecuador, Egypt, Estonia, Fiji, Finland, France, Germany, Ghana, Greece, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, Jordan, Kazakhstan, Kenya, Kuwait, Laos, Latvia, Lithuania, Luxembourg, Macau, Malaysia, Mexico, Mongolia, Myanmar, Netherlands, New Zealand, Nigeria, Norway, Pakistan, Panama, Papua New Guinea, Peru, Philippines, Poland, Portugal, Qatar, Romania, Russia, Saudi Arabia, Slovak Republic (Slovakia), South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, Timor-Leste, Turkey, UAE, UK, Ukraine, USA, Uzbekistan and Vietnam.
    • VIVIFI Go - ROAM3 data roaming pack 1GB 21 Days can only be used in Albania, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Bermuda, Brazil, British Virgin Islands, Brunei, Bulgaria, Burkina Faso, Cambodia, Canada, Cape Verde, Cayman Islands, Chad, Chile, China, Colombia, Congo DRC, Costa Rica, Cote d’Ivoire (Ivory Coast), Croatia, Cyprus, Czech Republic, Denmark, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Estonia, Faroe Islands, Fiji, Finland, France, Gabon, Georgia, Germany, Ghana, Greece, Grenada, Guam, Guatemala, Guernsey, Haiti, Hong Kong, Hungary, Iceland, India, Indonesia, Iran, Ireland, Isle of Man, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kuwait, Kyrgyzstan, Laos, Latvia, Liechtenstein, Lithuania, Luxembourg, Macau, Macedonia, Madagascar, Malaysia, Malta, Mauritius, Mexico, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar, Nauru, Nepal, Netherlands, New Zealand, Nicaragua, Niger, Nigeria, Norway, Oman, Pakistan, Palestine, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Qatar, Reunion, Romania, Russia, Rwanda, Saudi Arabia, Serbia, Seychelles, Sierra Leone, Slovak Republic (Slovakia), Slovenia, South Africa, South Korea, Spain, Sri Lanka, St. Kitts and Nevis, St. Lucia, St. Vincent and the Grenadines, Sweden, Switzerland, Taiwan, Tajikistan, Tanzania, Thailand, Timor-Leste, Tonga, Tunisia, Turkey, Turks and Caicos, UAE, Uganda, UK, Ukraine, Uruguay, USA, Uzbekistan, Vietnam and Zambia.
    • VIVIFI Go - ROAM4 data roaming pack 3GB 14 Days can only be used in China, Macau, Hong Kong and Taiwan.
    • VIVIFI Go - SHARE1 data roaming pack 3GB 30 Days can only be used in Malaysia, Indonesia, Thailand.
    • VIVIFI Go - SHARE2 data roaming pack 3GB 14 Days can only be used in Australia, Brunei, Cambodia, China, Hong Kong, India, Indonesia, Japan, Laos, Macau, Malaysia, Myanmar, New Zealand, Philippines, South Korea, Taiwan, Thailand and Vietnam.
    • VIVIFI Go - SHARE3 data roaming pack 5GB 21 Days can only be used in Albania, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Bermuda, Brazil, British Virgin Islands, Brunei, Bulgaria, Burkina Faso, Cambodia, Canada, Cape Verde, Cayman Islands, Chad, Chile, China, Colombia, Congo DRC, Costa Rica, Cote d’Ivoire (Ivory Coast), Croatia, Cyprus, Czech Republic, Denmark, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Estonia, Faroe Islands, Fiji, Finland, France, Gabon, Georgia, Germany, Ghana, Greece, Grenada, Guam, Guatemala, Guernsey, Haiti, Hong Kong, Hungary, Iceland, India, Indonesia, Iran, Ireland, Isle of Man, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kuwait, Kyrgyzstan, Laos, Latvia, Liechtenstein, Lithuania, Luxembourg, Macau, Macedonia, Madagascar, Malaysia, Malta, Mauritius, Mexico, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar, Nauru, Nepal, Netherlands, New Zealand, Nicaragua, Niger, Nigeria, Norway, Oman, Pakistan, Palestine, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Qatar, Reunion, Romania, Russia, Rwanda, Saudi Arabia, Serbia, Seychelles, Sierra Leone, Slovak Republic (Slovakia), Slovenia, South Africa, South Korea, Spain, Sri Lanka, St. Kitts and Nevis, St. Lucia, St. Vincent and the Grenadines, Sweden, Switzerland, Taiwan, Tajikistan, Tanzania, Thailand, Timor-Leste, Tonga, Tunisia, Turkey, Turks and Caicos, UAE, Uganda, UK, Ukraine, Uruguay, USA, Uzbekistan, Vietnam and Zambia.
    • 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 log in to the website to purchase VIVIFI Go data roaming pack for own line and VIVIFI Us mobile line.
    • VIVIFI Go data roaming pack is not shareable unless it has been purchased as a shareable VIVIFI Go data roaming pack, which is only available for customers on VIVIFI Share plan.
    • 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

  1. International direct dialing (IDD) service and international SMS is enabled by default for Customers whose Mobile Service is activated after 10 January 2020.
  2. For Customer whose Mobile Service was activated before 10 January 2020, if IDD service and international SMS is required, the Customer acknowledges that they shall enable the service through the self-help website provided by ICYMI.
  3. Charges made for IDD calls are based on the prevailing rates and may be subject to change without notice by ICYMI at any time.
  4. Once international SMS service is enabled, Customer can send international SMS at $0.30 per SMS.

Suspension

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

Termination

  1. Termination is only allowed if Customer has no unpaid bills and has completed payment for the first 2 issued bills (i.e. 2 billing cycles).
  2. VIVIFI Us mobile plan can be terminated by VIVIFI Me mobile plan user only.
  3. There is no pro-rated refund of the mobile line’s Monthly Recurring Charging (MRC) and entitlement when termination is executed.
  4. Termination will be applied at the end of the current billing cycle.
  5. Termination request must be sent in at least 7 calendar days, by 5pm, before the end of the month. Failure to do so will result in an additional month of MRC being incurred.
  6. To raise a termination request, customers need to contact VIVIFI customer service via help@vivifi.me.

Dunning Policy

  1. Customers are required to make payment within 9 days from the invoice date. Dunning process will be triggered if Customer fails to make payment within the grace period. Customer will not be allowed to make any new purchases once dunning process has been triggered.
  2. If Customer fails 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 the previous actions taken.
  3. If Customer fails 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 the previous actions taken.
  4. If Customer fails to make payment within 58 days from the invoice date, Customer’s account will be terminated. No restoration of service will be done for mobile numbers that have been terminated for overdue bills, even if full payment is made after the termination.
  5. If Customer makes payment successfully before the termination is triggered, service will be resumed and bundled entitlement in the current billing cycle will be restored. The monthly recurring charges of all mobile lines will also be applied.

Home Delivery

  1. If Customer has signed up for a new VIVIFI mobile plan using MyInfo and opted for Home Delivery,
    • The SIM card(s) will be delivered within 2 working days.
    • In the event that Customer is not around to receive the SIM card(s) in person, Customer may instruct VIVIFI’s delivery partner to leave the SIM card(s) at a safe place within the compounds of the specified delivery address.
  2. For VIVIFI Share plan with multiple SIMs in one Order ID, delivery to only one specified address will be allowed. 
  3. In the event of delivery failure, Customer needs to liaise with VIVIFI’s delivery partner to arrange for re-delivery. Additional charge may apply and payment is to be made to VIVIFI’s delivery partner directly. The purchase order will be cancelled on maximum number of unsuccessful re-delivery attempts .
  4. There is no refund due to delivery failure or service cancellation.
  5. Once SIM card order has been submitted successfully, an admin fee of $13 (inclusive of GST) will be imposed if SIM activation is not completed within 14 days from the SIM order date or if the order is cancelled.

Postal Mail

  1. If Customer has opted for Postal Mail, Customer will be notified via email once the SIM card(s) is ready for delivery.
  2. The SIM card(s) will be sent to Customer's registered address and Customer will need to collect the SIM card(s) from the mailbox corresponding to Customer's registered address. 
  3. If Customer has signed up for a new VIVIFI mobile plan without using MyInfo, Customer will need to present Customer’s ID to VIVIFI’s staff for verification. Failure to present the necessary documents may result in a rejection of SIM order.
  4. Once SIM card order has been submitted successfully, an admin fee of $13 (inclusive of GST) will be imposed if SIM activation is not completed within 14 days from the SIM order date or if the order is cancelled.

Self-Collection

  1. If Customer has opted for Self-Collection, Customer will be notified via email once the SIM card(s) is ready for collection.
  2. Customer may check the collection schedule and locations on VIVIFI website. 
  3. Customer will need to provide the necessary details to ICYMI’s collection partner during collection.
  4. Once SIM card order has been submitted successfully, an admin fee of $13 (inclusive of GST) will be imposed if SIM activation is not completed within 14 days from the SIM order date or if the order is cancelled.

Acceptable Use Policy

Subscription to the Service constitutes the Customer’s 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 Customer’s 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:

  1. 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;
  2. 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);
  3. 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;
  4. 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;
  5. Use the Service to infringe the privacy of another person;
  6. 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;
  7. 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;
  8. 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;
  9. Use the Service to use or store any bots on any ICYMI servers;
  10. Use the Service to relay material through any third-party systems without authorisation;
  11. 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;
  12. 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.

Personal Data & Protection

  1. By signing up for VIVIFI service, accessing VIVIFI website or interacting with VIVIFI, Customer agrees to consent to collection, use and/or disclosure of Customer’s personal data by ICYMI, its network provider, its representatives and/or its partners in compliance with the Personal Data Protection Act (PDPA).
  2. Customer’s personal data may include, but not limited to, name, NRIC, FIN or other identification number, contact number, mailing address, email address, geographical location, network data, content of SMSes (both sent and received) and any other information relating to any individual which Customer has provided to ICYMI.
  3. ICYMI may collect and use Customer’s data for purposes including, but not limited to:
    • Provisioning, billing & administration of services provided
    • Credit assessment, debt management & recovery, fraud prevention
    • Facilitating interconnection and inter-operability between service providers
    • Market research, network & service enhancement
    • Sharing of rewards and benefits
    • Security and risk management
    • Legal & regulatory requirements
    • Crime prevention and detection, which may include scanning content to identify and block malicious content
  4. ICYMI commits to protect Customer’s personal information and will not use it for purposes other than those mentioned above, or are permitted under local laws and regulations. ICYMI will not offer, publish or share Customer’s personal data with third parties without seeking Customer’s permission. ICYMI will retain Customer’s information for only as long as there is a business or legal need.

Payment

  1. Unless otherwise stated, all prices listed are inclusive of GST.
  2. Payment for the Service will be via recurring payment through acceptable credit / debit cards or other payment modes as may be determined by ICYMI from time to time. VIVIFI does not accept payments made in cash.
  3. All credit / debit 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.
  4. 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.
  5. In the event that Customer has outstanding payment, ICYMI reserves the right to engage a Debt Collection Agency to recover this payment.
  6. Returns and refunds are only possible on a case-by-case basis and the Customer will have to contact ICYMI via the support channel. Returns or refunds will only be made if Customer’s account with VIVIFI has not been terminated or ported out. ICYMI reserves the final rights and decision on such requests and any refunds made will be credited as an adjustment to Customer’s monthly bill. Any adjustments that cannot be offset this way will be forfeited.
  7. Full payment is required. No partial payment is allowed.
  8. Upon Customer's termination or porting out of VIVIFI mobile service, ICYMI reserves the right to attempt deduction of all outstanding and unbilled charges, before allowing the termination or porting out of Customer’s mobile service. VIVIFI reserves the right to deny the termination or port out if the deduction fails.
  9. If Customer exceeds $100 of pay-per-use charges, VIVIFI reserves the right to make a direct payment deduction via Customer’s credit or debit card, in line with VIVIFI’s credit cap. If the deduction fails, VIVIFI reserves the right to suspend the customer's account immediately.

Billing Disputes

As a current or prior customer of VIVIFI, each customer agrees to provide VIVIFI 7 days to attempt settlement of any billing dispute before disputing with any third-party credit/debit card company or bank. VIVIFI must be the first option in billing disputes. Should VIVIFI receive a chargeback from a third-party credit/debit card company or bank on the customer’s behalf before VIVIFI has been given a chance to resolve the issue, VIVIFI may assess a $50.00 processing fee for each individual chargeback. Regardless of the outcome of the chargeback, VIVIFI retains the right to collect on any rendered services or fees that are due. VIVIFI will submit any disputed amounts to a collection agency. Once a chargeback has been received, VIVIFI will immediately suspend the account until the matter is resolved.

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