TERMS AND CONDITIONS

Terms & Conditions

BeONE Mobile Sdn Bhd
Effective Date: 1 January 2026
Last Updated: 10 February 2026

1. DEFINITIONS

In these Terms & Conditions, unless the context otherwise requires:

  • "BeONE" or "the Company" refers to BeONE Mobile Sdn Bhd, a licensed Mobile Virtual Network Operator (MVNO) operating under the Malaysian Communications and Multimedia Commission (MCMC).
  • "Subscriber" or "Customer" refers to any individual who has registered for BeONE Prepaid services.
  • "Partner" refers to any registered business partner including BSE (BeONE Sales Executive), VBEP (Virtual Business Enterprise Partner), BEP, BTP, and BAG (BeONE Agency).
  • "Services" refers to all prepaid mobile telecommunications services provided by BeONE including voice calls, SMS, MMS, mobile data, and value-added services.
  • "SIM Card" refers to the Subscriber Identity Module (physical SIM or eSIM) issued by BeONE.
  • "MSISDN" refers to the mobile phone number assigned to the Subscriber.
  • "E-Wallet" refers to the BeONE electronic wallet used for transactions within the BeONE ecosystem.
  • "MI" refers to Monthly Internet subscription plans.
  • "MCMC" refers to the Malaysian Communications and Multimedia Commission.
  • "PDPA" refers to the Personal Data Protection Act 2010 (Act 709) of Malaysia.

2. ACCEPTANCE OF TERMS

2.1 By registering for, activating, or using any BeONE Prepaid service, you acknowledge that you have read, understood, and agree to be bound by these Terms & Conditions.

2.2 BeONE reserves the right to amend, modify, or update these Terms & Conditions from time to time. Continued use of the Services after any amendment constitutes acceptance of the updated terms.

2.3 Any changes to these Terms & Conditions will be communicated via the BeONE mobile application, website, or SMS notification at least thirty (30) days prior to the effective date of such changes, unless otherwise required by law.

3. ELIGIBILITY & REGISTRATION

3.1 To subscribe to BeONE Prepaid services, you must:

  • (a) Be at least eighteen (18) years of age;
  • (b) Possess a valid Malaysian identity document (MyKad, MyTentera, MyPR, MyKAS, or Passport for non-Malaysians);
  • (c) Provide accurate and complete personal information as required under MCMC prepaid registration regulations;
  • (d) Complete the biometric verification and KYC (Know Your Customer) process.

3.2 Each individual is limited to a maximum of five (5) prepaid SIM registrations across all telco operators in Malaysia, in compliance with MCMC directives.

3.3 Registration must be done under the Subscriber's own name. Registration on behalf of another individual is strictly prohibited.

3.4 BeONE reserves the right to reject any registration that does not meet the eligibility criteria or is suspected of being fraudulent.

4. SIM CARD & DEVICE

4.1 The SIM Card (physical or eSIM) remains the property of BeONE at all times and is provided to the Subscriber on a non-transferable, non-assignable basis.

4.2 The Subscriber is responsible for the safekeeping of the SIM Card. Any misuse, loss, or damage to the SIM Card shall be the Subscriber's responsibility.

4.3 BeONE shall not be liable for any issues arising from device incompatibility. It is the Subscriber's responsibility to ensure their device is compatible with BeONE's network frequencies.

4.4 eSIM activation is subject to device compatibility. BeONE does not guarantee that all devices support eSIM functionality.

5. CREDIT VALIDITY & ACCOUNT STATUS

5.1 Prepaid credit validity is determined by the plan or reload value purchased. Once the validity period expires, a grace period of ninety (90) days shall apply.

5.2 During the grace period, the Subscriber may receive incoming calls and SMS but will not be able to make outgoing calls, send SMS, or use data services.

5.3 If no reload or plan purchase is made before the grace period expires, the account will be terminated and the MSISDN may be recycled for reassignment.

5.4 Any remaining prepaid credit at the time of account termination shall be forfeited and is non-refundable.

6. MOBILE NUMBER PORTABILITY (MNP)

6.1 Subscribers may port their existing mobile number from another operator to BeONE, subject to MCMC's Mobile Number Portability regulations.

6.2 To port a number, the Subscriber must:

  • (a) Have no outstanding payments with the current (donor) operator;
  • (b) Not be under an active contract with the donor operator;
  • (c) Provide valid identification matching the donor operator's records.

6.3 The MNP process takes up to five (5) business days for individual porting and up to ten (10) business days for business porting.

6.4 BeONE shall not be liable for any delays caused by the donor operator or MCMC in processing the port-in request.

7. RELOAD & TOP-UP

7.1 Subscribers can reload their account through approved channels including the BeONE mobile app, BeONE partners, and authorised retail outlets.

7.2 Direct reload via Maybank2u is not permitted. Subscribers must use the FPX payment gateway through the BeONE system.

7.3 Reload for foreign nationals and permanent residents is subject to Service Tax (SST) at the prevailing rate of 6%.

7.4 All reload transactions are final and non-refundable.

8. SERVICE SUSPENSION & TERMINATION

8.1 BeONE may suspend or terminate the Subscriber's service immediately if:

  • (a) The Subscriber breaches any provision of these Terms & Conditions;
  • (b) The Subscriber uses the Services for illegal, fraudulent, or abusive purposes;
  • (c) The Subscriber's account is flagged for suspicious or fraudulent activity;
  • (d) Required by law, regulation, or court order;
  • (e) The Subscriber provides false or misleading information during registration.

8.2 The Subscriber may terminate their account at any time by contacting BeONE customer service. Any remaining credit shall be forfeited upon voluntary termination.

8.3 BeONE reserves the right to reclaim the MSISDN upon termination for reassignment.

9. NETWORK & SERVICE AVAILABILITY

9.1 BeONE provides Services on a best-effort basis. The Company does not guarantee uninterrupted, continuous, or error-free service.

9.2 Network coverage may vary depending on the Subscriber's geographical location, environmental conditions, and device capability.

9.3 BeONE shall not be liable for any service disruptions caused by force majeure events including but not limited to natural disasters, government actions, power failures, or third-party network outages.

10. LIMITATION OF LIABILITY

10.1 To the maximum extent permitted by law, BeONE shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from the use of or inability to use the Services.

10.2 BeONE's total liability for any claim arising from the Services shall not exceed the total amount paid by the Subscriber for the Services in the preceding three (3) months.

10.3 BeONE shall not be liable for any loss of data, revenue, or business opportunity arising from service interruptions or account termination.

11. INTELLECTUAL PROPERTY

11.1 All trademarks, service marks, logos, and brand elements associated with BeONE are the intellectual property of BeONE Mobile Sdn Bhd.

11.2 The Subscriber is not granted any rights to use BeONE's intellectual property except as necessary to use the Services.

12. DISPUTE RESOLUTION

12.1 Any disputes arising from these Terms & Conditions shall first be addressed through BeONE's customer service channels.

12.2 If unresolved, Subscribers may escalate their complaint to the Consumer Forum of Malaysia (CFM) or the Malaysian Communications and Multimedia Commission (MCMC).

12.3 These Terms & Conditions shall be governed by and construed in accordance with the laws of Malaysia. The courts of Malaysia shall have exclusive jurisdiction.

13. GOVERNING LAW

13.1 These Terms & Conditions are governed by the laws of Malaysia, including but not limited to the Communications and Multimedia Act 1998, the Personal Data Protection Act 2010, and the Consumer Protection Act 1999.

14. CONTACT INFORMATION

BeONE Mobile Sdn Bhd
Unit 19-E, Level 19, Top Glove Tower
16, Persiaran Setia Dagang, Bandar Setia Alam
40170 Shah Alam, Selangor
Careline: 1300 11 0088
Email: admin@beone.com.my