TERMS & CONDITIONS

Updated on: 6 MAY 2023 

This page provides a summary of our Customer Terms & Conditions for the iFiber Sdn. Bhd. and/or iFiber Services subscribed by you (“Services”) and gives you some important information about what those term cover and your rights and obligations. Please read the information below carefully, as there are some important consequences for you.

Please visit our website at www.veve.my or contact our Customer Service to obtain a full copy of our Terms & Condition and the iFiber Privacy Statement. The full customer terms will also be displayed when you log onto the iFiber Services and/or the iFiber Broadband Services. In the event of any inconsistency or conflict between the Terms & Conditions in the summary and that on the website, the full-fledge General Terms & Conditions on the website will take prevail.

OTHER TERMS YOU SHOULD BE AWARE OF:

What we will do: We are committed to providing the Services to you on an “as is” basis and within a reasonable timeframe only if the Services are available in your area or is technically feasible, if you meet our credit policy requirements and comply with our registration requirements and Our Customer Terms.

What you must do to get the Service: You will need to:

• provide us with accurate and complete information at all times as may be required foravailing our Services.
• consent to your personal information being used by us in accordance with the iFiber Privacy Statement for provision of the Services.
• read and accept Our Customer Terms
• ensure that you have the necessary equipment to use the Services.
• consent to us and/or our agents to gain access to your premises with prior notice to place our equipment and install our Services.
• promptly pay for the monthly service charges and other charges relating to the Services. You will be responsible for all service charges of the Services, whether or not you were the one using the Services.
• make sure that payments to us are in full, without any deductions. At our discretion, we can offset, consolidate or combine accounts or transfer monies outstanding in any of your accounts with iFiber or its related companies towards reducing any amounts you owe us for the Services.

Your personal information: We collect, use and otherwise “process” your personal informationas set out in the iFiber Privacy Statement, which also sets out your rights in relation to this information. Please read this carefully. You can find this on our website www.veve.my or contact our Customer Service for more info and we can send you a copy if needed.

Your obligations when you use the iFiber Service, You must:

• not disclose your log on details to anyone else, or share your Services..
• comply with the below terms which can be found on www.veve.my :
  a) iFiber Terms and conditions; and
  b) iFiber General Terms and Conditions
• not use the Service:
  a) to send spam or unsolicited email messages, and against public interest;
  b) for commercial business purpose or resell Services unless permitted by iFiber; and
  c) for any unlawful purpose such as vice or gambling, infringement of other people’s intellectual property, publishing any defamatory or abusive material;
  d) not exceed a total stipulated data volume transmitted per month. If you do so, iFiber reserves the right to take any action if deemed fit.

Upgrade of service plan: Request for a change of plan is allowed with our approval and with you bearing all related charges if any.

When we can suspend or cancel your Service: We may suspend or cancel your Service in a number of circumstances, such as where you breach Our Customer Terms, you do not pay yourbill on time, where it is necessary to restore or maintain our network, there is an emergency, the law allows or requires us to do so, you leave your premises, or you become bankrupt or insolvent. If the Service(s) is/are cancelled or suspended, you are required to pay charges outstanding as at cancellation/suspension date. A reconnection charge is payable before we reconnect a cancelled/ suspended Service.

When we can alter the Service: iFiber reserves the right from time to time to make any changes deemed necessary and/or required either to its services or the Terms & Conditions. Enduser will be notified of such changes via iFiber Selfcare Portal. Continued usage of the service by the end user will be deemed as acceptance by the end user of the changed or revised Terms & Conditions.

Our/Your liability: We aim to provide but do not guarantee continuous or fault free services. We are not liable to you in contract, tort (including negligence), or otherwise for any loss or damage [e.g., lost profits or business or consequential losses that you may suffer in connection with the Services (or a failure to provide the Services)]. You agree to indemnify and keep us indemnified against any loss, damage, liability or expenses arising from any claims whatsoever including for libel, invasion of privacy, infringement of intellectual property rights or breach of any law or regulation arising from the use of your Services, whether by you or any other person.

CUSTOMER TERMS FOR IFIBER SERVICES

A. IFIBER INTERNET SERVICES

1.  There is a minimum subscription period for the iFiber Services subscribed herein unless specifically stated otherwise by iFiber for a particular service (hereafter the” Service”).

2.  The Service is only available in certain coverage areas. Contact our Customer Service via WhatsApp @ 012 792 6990 to check if you are within the Service coverage area.

3.  We will contact you within 24 hours of your application for the Services to inform you of our acceptance or rejection of your application. Provision of the Services is at iFiber sole discretion;

4.  You consent for us and/or our agents to gain access to your premises with prior notice to place our equipment and install the Services in your premises;

5.  The Services will be installed at the address provided. If you need to relocate from the premise stated herein, you shall provide us prior notice. Any such relocation shall be subject to our Service coverage area and relocation charge as may be charged by us. We also have an option to terminate the Services with notice to you if the Services cannot be provided at your relocated premises.

6.  You are responsible for the safety of our equipment in your premises at all times. Upon termination of the Service, our equipment must be returned in good condition, failing which you may be charged for any loss or damage.

7.  Services are offered as a package. Suspension, barring or termination of a particular service from the package will cause the other services in the package to be suspended, barred or terminated (as the case may be) as well.

8.  You may receive a bill for each of the services subscribed for in the package. Non-payment for any one of the services may result in suspension or barring of all the services until the outstanding amount is paid. The subscription fee and other applicable charges or the Service are as provided in the Application Form or published for viewing by the Customer from time to time at www.veve.my. iFiber will publish the amount due for the Service on a monthly basis in our Selfcare Portal and the billing date will commence from the Activation Date of the relevant Service. The first bill of the Service subscription fee shall consist of the current month of the subscription and will be pro-rated, where applicable.

9.  iFiber reserves the right to introduce and deliver new services over a shared infrastructure.You may subscribe to such new services or to additional services from iFiber by way of a request to us and the relevant service terms and conditions shall be deemed to be accepted by you upon your acceptance and/or usage of such new and/or additional services. This applies to services that may be provided as a package by iFiber as well.

10.  The Services as subscribed by you and/or the introduction and delivery of new services over a shared infrastructure are subject to Our Customer Terms made available on our website at www.veve.my

B. IMPORTANT TERMS & CONDITIONS TO NOTE BEFORE SIGNING UP FOR SERVICES

1. These Important Terms & Conditions shall apply for services under Part [A].

2. The router & modem/ONU (Optical Network Unit) provided at Customers’ premises is the property of iFiber. Upon discontinuation of the service, you must return the complete router & ONU to iFiber in good working condition, failing which you will be charged. For rate charges, contact our Customer Service.

3. The Residential Wi-Fi Modem & Router belongs to the Customer and has a warranty of 12 months (warranty is only for manufacturing defects). Should there be any damage or loss of device, the Customer may purchase another unit from iFiber. Please contact Customer Service via WhatsApp for assistance on technical issues.

4. The installation process will take approximately 30 – 45 minutes. You will receive a call from us within 24 hours upon registration to confirm your appointment date and time. For any rescheduling or cancellation of the installation appointment date, customers are required to inform iFiber 1-2 days prior to the appointment date. iFiber reserves the right to charge the Customer RM200 for any late rescheduling or cancellation request.

5.  A One-Time Installation Fee of RM150 for standard installation is applicable. This installation fee may be subject to change from time to time (as updated on the website) and covers the first (1) meter (inside your home) from the Digital Residential Gateway (“DRG”) to the Fiber Wall Socket (“Standard Installation”) at no additional charges. This arrangement for the Standard Installation may be subject to change from time to time. Should the length required at the Customer’s premises exceed the said allocated amount, the extra charges will be borne by the Customer. Should the length required at the Customer’s premises exceed the said allocated amount, the extra charges will be borne by the Customer. The installation provided is of standard specifications (over wall with clip or cable casing only), cost for any non-standard type of installations, such as over the ceiling, underground ducts, concealed wiring and so on will be borne by the Customer.

6.  You will need to approve the drilling area agreement before iFiber starts any installation.

7.  The Service is provided on reasonable endeavours basis. The Customer acknowledges that speed depends on factors such as size of the Customer’s premises, location, construction material of the building, capabilities of the modem and number of simultaneous users of the Wi-Fi. iFiber does not provide configurations or installations for third party equipment or modem of the Customer.

8.  This package comes with a 12 Month Contract. A penalty of RM500 is applicable should you terminate the service before the end of the 12 Months. iFiber will not bear any penalty fees that may be charged by your current service provider should you terminate the service before the end of your contract.

9.  All value-added services offered with the respective plans will be available for Customers as long as they subscribe to the iFiber Internet Service.

10.  Balance of unused services are not refundable/returnable and cannot be converted into monetary value however balance of fund in the account would be refunded after deduction of charges, if applicable.

11.  To discontinue the service, Contact our Customer Service @ 012 792 6990

The above terms are supplemental to the Our Customer Terms on http://www.veve.my/