Terms & Conditions

General Terms and Conditions for Services

  • 1.
    Definitions and Interpretations
      • 1.1
        All through these General Terms and Conditions of Service, unless is otherwise required;
      • 1.1.1
        “Agreement” shall mean any agreement between imagine and the Customer relating to any Service, Equipment or Software and include these General Terms and Conditions and related Specific Terms and Conditions;
      • 1.1.2
        “Bill” shall mean any statement or invoice (including paperless statement or invoice) issued by imagine for any payment, fee or charge payable to imagine;
      • 1.1.3
        “eBill” means the electronic Bill Presentation and Payment service operated by imagine;
      • 1.1.4
        “Customer” shall mean any person, company or organization that has subscribed to any particular Service and has been accepted by imagine. If the Customer is a natural person and below the age of 18, Clause 4.1 below applies. Customer shall include the Customer’s successors and assignees. This term is synonymous with the terms “subscriber” or “applicant” where used in other documentation;
      • 1.1.5
        “Demarcation Line” shall mean the boundary of imagine’s line. For the avoidance of doubt, the demarcation line for external infrastructures ends at the first terminal box at a Customer’s premise;
      • 1.1.6
        “Equipment” shall mean any equipment or apparatus whatsoever, which is owned, installed or operated by or on behalf of imagine;
      • 1.1.7
        “Force Majeure” shall mean any circumstances beyond the reasonable control of imagine which cannot be foreseen or if foreseeable, are unavoidable including but not limited to acts of God, floods, fire, earthquake, typhoon and lightning;
      • 1.1.8
        “Service” shall mean any telecommunications-related service whatsoever, provided by imagine;
      • 1.1.9
        “Software” shall mean any computer program or software installed or provided by or on behalf of imagine, in relation with usage of any Service;
      • 1.1.10
        “Specific Terms and Conditions” shall mean the terms and conditions imposed by imagine upon the Customer with respect to the provision of any particular Service;
      • 1.1.11
        “imagine” shall mean Telekom Brunei Berhad and its successors.
  • 2.
    General Terms and Conditions Application
      • 2.1
        The General Terms and Conditions shall apply to each Service in addition to any Specific Terms and Conditions (where applicable). For the avoidance of doubt, where expressly excluded in the Specific Terms and Conditions, the General Terms and Conditions would not apply.
      • 2.2
        The Customer shall comply and be bound by the General Terms and Conditions as well as such other terms and conditions that may apply. The rights conferred upon imagine under these General Terms and Conditions shall be in additional to imagine’s rights in the Specific Terms and Conditions, as agreed by the Customer.
  • 3.
    Charges and Payment Terms
      • 3.1
        The following payment methods are available:
          • 3.1.1
            Cash,
          • 3.1.2
            Cheque (should be crossed and made payable to “IMAGINE SDN BHD”),
          • 3.1.2
            Credit Card or Debit Card,
          • 3.1.3
            Through imagine online portal or mobile-application and Internet Banking,
          • 3.1.4
            Payment through the banks.
      • 3.2
        imagine reserves the right to modify or vary the charges, fees and service subscription fees for the Service at any time and without any prior notice to the Customer, subject always to approval being granted by the relevant authority. The variation shall take effect immediately on the date the approval is granted by the relevant authority (where applicable). For the avoidance of doubt, such variation shall be effective and payable without notification to the Customer.
      • 3.3
        Any further charges or payments set out in the Bill and payable to imagine should be paid before the payment due date as stated on the bill. This includes circumstances where charges or payments have been incurred by a third party while using any of the Services with or without the consent of the Customer.
      • 3.4
        The Customer shall pay the deposit in accordance with the amount stated by imagine. imagine shall, at any time, be permitted to use the deposit to settle any amount due or owed to imagine. The deposit shall be retained by imagine for so long as any of the Services are provided to the Customer. In the event of deposit refund, imagine reserves the right to make refunds within 3 months after termination of service. This does not apply for payments in default. The deposit amount refunded may be less than the actual deposit amount due to settlement and charges; Where the Customer requests for the deposit refund to be sent to an overseas account, prevailing bank charges shall be borne by the Customer.
      • 3.5
        A reminder letter will be sent to the Customer if no payment is received after 30 days has elapsed from the date of the monthly imagine Bill, requesting for payment within 14 days from the date thereof.
      • 3.6
        imagine shall have the right to impose an administrative fee on any unpaid outstanding charges at a prescribed rate of administrative fee from the due date until full payment is made; whereby this prescribed rate of administrative fee may vary from time to time.
      • 3.7
        If outstanding payment is not settled after 60 days, the Service will be suspended with monthly administrative fee running only. This will also result in the temporary suspension of all imagine subscribed Services without any prior notice.
      • 3.8
        If outstanding payment is not settled after 90 days, the Service will be terminated automatically.
      • 3.9
        At its discretion, imagine can transfer debit or credit balance from any one Customer account to another, without the consent of the Customer. For the avoidance of doubt, this refers to situations whereby the Customer has several accounts with imagine and imagine had inadvertently over or undercharged its Customer in relation to one account.
      • 3.10
        The Customer shall promptly check and verify the accuracy of his/her bill. All billing disputes should be forwarded to imagine by the Customer within fourteen (14) calendar days of receipt of bill. Otherwise, it is construed that the charges stated in bill are correct and final and shall be promptly settled by the Customer.
      • 3.11
        With respect to any particular Service, imagine may render a Bill monthly or at such other time intervals as considered apt and convenient.
  • 4.
    Use of Service by minors
      • 4.1
        If the Customer is under the age of 18, prior consent from his parents or legal `guardian must be obtained in the form of an authorization letter and copy of Identity Card (IC). Details in the form of parents/guardian name and signature must appear on Individual Service application forms and they are held responsible for ensuring that the Customer abides by the Terms and Conditions stated in respective Agreement.
      • 4.2
        The parents or legal guardian shall be responsible for due payment of all charges andthe occurrence of death shall not terminate such liability.
      • 4.3
        The parents or legal guardian shall not hold imagine liable for any losses suffered as a result of the Customer using the Service and imagine shall not be held liable for any form of damages, whatsoever, arising from the Customer’s usage of the Service.
  • 5.
    Suspension and Termination
      • 5.1
        imagine shall have the sole right to suspend or terminate any Service and shall not be liable for doing so. Suspension or termination of any said Service may take place at any time whatsoever and with no prior notice.
      • 5.2
        Any Service may be terminated by the Customer giving prior written notice to imagine. Notice period will adhere to the period set out in the relevant Specific Terms and Conditions of a particular Service.
      • 5.3
        The parents or legal guardian shall not hold imagine liable for any losses suffered as a result of the Customer using the Service and imagine shall not be held liable for any form of damages, whatsoever, arising from the Customer’s usage of the Service.
          • 5.3.1
            the Customer is in default in the payment of any amount due hereunder and has failed to remedy such default despite receipt of written notice from imagine;
          • 5.3.2
            there is evidence of insolvency or bankruptcy on the part of the Customer;
          • 5.3.3
            the Customer commits a material breach of any of the terms of any Agreement with imagine;
          • 5.3.4
            there is any disruption, failure or congestion of or in any telecommunications network or services which may or may not be caused by the Customer;
          • 5.3.5
            it is contrary to public interest to provide Services to the Customer for whatsoever reason, according to relevant enforcement or regulatory bodies;
          • 5.3.6
            any relevant authority pronounces unsafe the premises owned or controlled by the Customer;
          • 5.3.7
            there is any intention whatsoever on part of Customer, to end occupation of premises;
          • 5.3.8
            there is an inability on imagine’s part in acquiring the necessary license(s) or consent(s) for Service provision; OR
          • 5.3.9
            there is any inability in imagine’s part in setting up connections to buildings or premises.
      • 5.4
        In the event of suspension or termination of any Service (whether or not at the Customer’s request)
          • 5.4.1
            all other Services provided by imagine which can only be provided through the provision of the former, would also be suspended or terminated, as the case may be, in the absence of any Specific Terms & Conditions;
          • 5.4.2
            the rights of imagine or any indemnity given to imagine shall not be affected; AND/ OR
          • 5.4.3
            the Customer shall continue to pay those Fees and Charges with respect to the said Service, for the period during which the Service has been suspended. If the Service is reconnected or reinstated, reconnection or reinstatement charges will apply.
  • 6.
    General Terms and Conditions Application
      • 6.1
        The Customer shall conform to the rules of any other network(s) accessed through the usage of any particular Service including the laws of locations outside Brunei Darussalam.
      • 6.2
        The Customer shall ensure that the Service is configured according to instructions attached to any particular imagine Service application form and is responsible for all necessary servicing and repair. The Customer also bear the responsibility for making sure that any equipment whatsoever been used by the Customer is compatible with all other equipment and/or software provided by imagine.
      • 6.3
        The Customer shall be responsible for the storage, recovery or communication of data through any particular Service.
      • 6.4
        The Customer shall utilize and keep all imagine Equipment in a good, working condition in accordance with the instructions provided by the manufacturer and imagine.
      • 6.5
        imagine may from time to time change or upgrade any Equipment and Software and in such event, the Customer shall change, upgrade, acquire and/or install the Equipment or Software that may be necessary, at their own expense, in order to continue to utilise any particular Service that has been subscribed for.
      • 6.6
        The Customer shall take all required action to ensure the safety and security of his own computer system and shall be fully responsible for any loss or damage caused in relation to any particular Service, by the use of any equipment not provided by imagine.
      • 6.7
        The Customer shall not make any disclosure regarding confidential information to any unauthorized third party. Such impermissible access of any particular Service by a third party (despite the fact that Customer’s consent was not given) will nevertheless be treated as a use of the Service by the Customer who shall bear all charges, losses or damages for such usage.
      • 6.8
        The Customer shall not use any particular Service for unlawful activities, including but not limited to gambling, vice, fraud and other illegal activities, the contravention of intellectual property rights, sending or receiving messages which are upsetting, sexually explicit, threatening, menacing, defamatory and/or distasteful on the grounds of race, sex, religion, citizenship and politics.
      • 6.9
        The Customer shall not resell, transfer, share, manage, supply or otherwise distribute any part of the Service or his privileges to a third party without the written consent of imagine.
      • 6.10
        The Customer shall not use any particular Service for commercial purposes without written authorization from imagine since the Service’s capacity is solely for a personal basis. Liability will not fall upon imagine for any losses and damages whatsoever incurred by the Customer in the commercial context.
      • 6.11
        The Customer shall be responsible for ensuring his / her contact details are updated.
  • 7.
    Rights of imagine
      • 7.1
        imagine reserves the right to reject, suspend or terminate any application if necessary, without providing any reason whatsoever and shall not be liable for any loss or damage sustained by the Customer due to the said rejection, suspension or termination.
      • 7.2
        imagine reserves the right to exercise its discretion in evaluating individual situations and deciding on the enforcement of these Terms and Conditions.
      • 7.3
        imagine shall reserve the right to make accessible to it, all applicable legal and equitable rights and remedies.
      • 7.4
        imagine reserves the right to manage and control access to its Equipment connected to any particular Service; including but not limited to the storage of data and the deletion of data.
      • 7.5
        imagine’s authorized personnel (this includes employees of imagine, vendors and appointed contractors), whenever required, shall be permitted to have access to any premises controlled or owned by the Customer for the required duration to carry out any inspection, maintenance, repair, testing, collection, installation or replacement whatsoever of any of its Equipment or Software.
      • 7.6
        imagine reserves the right to manage and control access to the Service, in events including but not limited to situations of natural disasters and Force Majeure.
      • 7.7
        imagine does not guarantee a flawless, uninterrupted access to any particular Service, taking into account the disposition of telecommunication systems. The Service is provided on a ‘as available’ and ‘best effort’ basis.
      • 7.8
        imagine does not guarantee the quality of data transmitted and shall not be liable for loss or damage caused by the loss or mutilation of data at any stage of transmission,be it in progress or complete.
      • 7.9
        imagine shall not be responsible for any impermissible access to the account of a Customer nor shall there be any guarantee that the communications/files distributed or shared during the use of the Service are free of viruses and worms.
      • 7.10
        imagine shall not be responsible for the assessment or modification of any contents made available to the public on the internet or on computers through the provision of any particular Service.
      • 7.11
        imagine shall not be responsible for the fact that there may be delays or complications in accessing any particular Service or incompatibility of any sorts, including but not limited to incompatibility with manner of internet access OR any computer system, equipment, software or hardware (irregardless of whether any of these belong to the Customer). Hence, no claim of liability whatsoever may fall upon imagine.
      • 7.12
        imagine shall not be liable for any lack of privacy which may be experienced with regard to any particular Service. This is because the Service utilizes in whole, or in part, the public internet and third party networks to transmit voice and other communications.
      • 7.13
        imagine shall not be responsible for any missing or stolen items as a result of lack of monitoring by the Customer of the authorized vendors within the Customer’s premises.
  • 8.
    Warranties and Exclusion of liability on part of imagine
      • 8.1
        To the extent permitted by applicable law, imagine disclaims all warranties related to any of its Service, Equipment and/or Software; express or implied, including but not limited to, any implied warranties of merchantability, fitness for a particular purpose, reasonably acceptable quality, non-infringement or any warranty occurring due to any usage of trade, course of performance or dealing. With no limitations on the former, imagine provides no warranties that its Service, Equipment and/or Software will meet the Customer’s requirement(s) or that it will be flawless, uninterrupted or without error, delay, loss of any data or degradation in signal or data quality. imagine also expressly disclaims any express or implied warranties regarding the compatibility of its Service, Equipment and/or Software with any particular system or equipment. Statements, instructions, descriptions and information provided by imagine, concerning any of its Service, Equipment, Software or otherwise are not to be regarded as a warranty.
      • 8.2
        imagine shall not be liable for any inconvenience, losses or damages in contract and/or tort (be they direct, indirect, punitive, special, consequential or incidental), contravention of intellectual property rights, loss of profits, opportunities and information, lost savings or any other business related loss, damage to the property and Service, Equipment and/or Software failure due to an act, omission or default of imagine. This is despite the fact that imagine might have been informed of such a possibility.
      • 8.3
        imagine shall also not be liable for acts beyond their control which include but are not limited to power failures, emergencies, natural disasters, acts of God, terrorism, regulatory actions by third parties etc.
      • 8.4
        For replacements of hardware Equipments and devices purchased from imagine for fault due to manufacturer and still within the warranty period, an adequate replacement will be arranged by imagine on a best effort basis and subject to availability.
      • 8.5
        Each provision of this clause is to be construed as separate limitations and will survive even if for any reason or others the said provision is held inapplicable or unreasonable in any circumstances and shall remain in force notwithstanding termination of the Agreement.
  • 9.
    Customer’s Indemnity
      • 9.1
        The Customer shall not hold imagine, its subsidiaries and contributing third parties such as its directors, managers, employees, affiliates, agents and any other Service provider(s) liable for any use or misuse of the Service. In turn, the Customer is deemed to have agreed to undertake, indemnify and hold harmless imagine, its subsidiaries and above stated contributing third parties, at all times, against all actions, claims, proceedings, costs (including without limitation, legal fees and expenses), losses and damages including but not limited to libel, slander or infringement of copyright or other intellectual property right, death, bodily injury or property damage, howsoever arising which may be commenced against imagine by any person and/or which may be sustained or incurred by imagine; in relation to the Service, Equipment and/or Software.
  • 10.
    Assignment
      • 10.1
        The Customer shall not assign, sell, convey, transfer or otherwise dispose of any part or all of its rights, interests and/or obligations under these General Terms and Conditions without the prior written consent of imagine.
  • 11.
    Severability
      • 11.1
        Any clauses forming part of these General Terms and Conditions which is or becomes illegal, invalid or unenforceable shall be severed here from and shall be ineffective to the extent of such illegality, invalidity or unenforceablility. The remaining clauses shall not be affected or impaired and shall remain in full force and effect.
  • 12.
    Waiver
      • 12.1
        imagine’s failure or delay in the exercising of any, all or a partial right shall not be considered as a waiver of such rights. No waiver shall be binding unless made in writing. No single waiver shall be represented as a continuing waiver.
  • 13.
    Amendment
      • 13.1
        imagine reserves the right to amend or vary any Agreement (this includes the General Terms and Conditions, Specific Terms and Conditions and any of the terms or conditions associated with any Service or Account) at any time, without any notice.
      • 13.2
        Continued usage of any of imagine’s Services is deemed acceptance of the amendments in any of the Agreements and supercedes all previous Agreements.
  • 14.
    Notices and Correspondence
      • 14.1
        All notices, correspondence and bills sent by imagine to the Customer shall be in writing, may be sent by post, delivery, facsimile transmission, email, mobileapplication and/or Short Messaging Service (SMS).
      • 14.2
        In the instance of dispatch by Ordinary Post , this will be deemed dispatched on the 4th working day after the posting date, to the last known address of the Customer as maintained in imagine’s record;
      • 14.3
        In the instance of dispatch by delivery to Customer’s address, will be deemed dispatched on the date and time of delivery to the said address; and
      • 14.4
        In the instance of dispatch by email or facsimile transmission, will be deemed dispatched immediately upon transmission by imagine.
      • 14.5
        All notices by the Customer related to correspondence sent by imagine to the Customer which is unconfirmed by imagine enables imagine to reserve the right to invalidate or render ineffective the said notice(s)
  • 15.
    Compliance with Governing Law
      • 15.1
        This General Terms and Conditions are governed by and construed in accordance with the laws of Brunei Darussalam with exclusive jurisdiction been submitted to the courts of Brunei Darussalam.
  • 16.
    Representation and Affirmation by Customer
      • 16.1
        The Customer represents and affirms that all information provided to imagine is true, precise and complete in its entirety and that the Customer has also read, understood and agrees to be bound fully by these General Terms and Conditions.
      • 16.2
        The Customer expressly permits to the necessary usage of any information provided to imagine, its subsidiaries, agents and third parties for any purpose whatsoever. These include but are not limited to commercial, financial and legal purposes.

imagine Mobile Prepaid Service

Terms and Conditions of imagine Mobile Prepaid Service

  • 1.
    Incorporation by reference
      • In addition to:
      • a. The General Terms and Conditions of Service
      • b. imagineMobile Application Terms and Conditions
      • Which terms and conditions are deemed to be incorporated by reference, the Customer shall be bound by the following Specific Terms and Conditions.
      • These Specific Terms and Conditions are available on the imagine website or can be requested on written request.
  • 2.
    Definitions and Interpretations
      • 2.1
        For the purposes of these SpecificTerms and Conditions, the following terms have the meanings set forth below: -
          • 2.1.1
            “Number” shall mean the sequence of digits that is assigned to you in order for you to be able to connect to both a mobile and fixed line service provider either domestic or international based on you subscription.
          • 2.1.2
            “SIM Card” shall mean the Subscriber Identity Module usually in a form of a small plastic card which slots into your device that that contains your international mobile subscriber identify in order for you to connect to the wireless service.
          • 2.1.3
            “SMS” shall mean the Short Message Service used for text messaging to another device. Each Prepaid Plan subscriber is allocated a specific amount of SMS based on their purchase of either a Combo Booster or Credit Top-Ups to be utilized each month which are non-accumulative.
          • 2.1.4
            “Mobile Service” shall mean the provision of Internet access, SMS and voice via a subscribed Mobile Plan, Value Added Services and such other services or facility relating thereto provided by imagine from time to time, that are made available through the Customer’s compatible Access Medium.
          • 2.1.5
            “Mobile Plan” shall refer to either Mobile Postpaid Plan or the Mobile Prepaid Plan made available by imagine to the Customer.
          • 2.1.6
            “Minutes” shall mean a certain number of airtime minutes to use for a specific time period. Minutes are reduced each time calls are made/received though the wireless service you are connected to.
          • 2.1.7
            “Internet” shall mean the global computer network providing a variety of information and communication facilities, consisting of interconnected networks using standardized communication protocols.
          • 2.1.8
            “Allocated Data Quota” shall mean the primary data quota which imagine has been purchased and allocated to the customer’s Mobile Plan.
          • 2.1.9
            “Mobile Subscription Plan” shall mean either a Postpaid Plan or a Prepaid Plan subscribed to by the customer with specific Minutes, SMS and Allocated Data Quota.
          • 2.1.10
            “Prepaid Plan” shall mean the Mobile Plan Minutes, SMS and Allocated Data Quota when used are deducted against the prepaid balance amount which you have purchased until no balance remain.
          • 2.1.11
            “Credit Top-Ups” shall mean the available top-ups you may purchase which can enable you either perform calls, SMS and connect to the Internet (data usage) with a limited validity for calls and SMS as well as data bonuses with its own validity period.
              •  
                “Boosters” shall mean add-ons which are made available by imagine and designed specifically to meet the needs of the Customer, be it for calls, SMS or data or a combination of Minutes, SMS or data. Boosters can be in different forms/signatures with their own pricing. E.g.:
              •  
                - “Combo Boosters” shall mean the add-on made available when purchased can provide a combination of SMS, Minutes and Allocated Data quota which can be purchased and to be used only with the Prepaid Service with the specified validity period;
              •  
                - “Local Data Boosters” shall mean the add-on made available when purchased can provide additional data with different specifications to meet the Customer’s needs when purchased which you can only use within imagine’s coverage area; - Other Boosters as specified and made available by imagine from time to time.
              •  
                - Other Boosters as specified and made available by imagine from time to time.
          • 2.1.12
            “Data Roaming” shall mean the add-on made available when purchased can provide the continued data service connected on a different network outside of imagine’s coverage area.
          • 2.1.13
            “Data Roaming Rates” shall mean the rates which you will be charged when you continue to use your data services outside of imagine’s coverage area.
          • 2.1.14
            “Roaming” shall mean the continued service (calls/SMS) connected on a different network outside of imagine’s coverage area.
          • 2.1.15
            “Daily Cap” shall mean a feature embedded on all Prepaid Plans which has a cap/threshold of BND$15 through accumulated local voice Minutes, local SMS or local data (together or local voice Minutes only/local SMS only/local data only) utilized by the Customer.
          • 2.1.16
            “Daily Cap Reward” shall mean a reward of 99GB worth of data given to the Customerwhich can only be obtained using a Prepaid Plan once the BND$15 through accumulated local voice Minutes, local SMS or local data threshold/cap are met.
          • 2.1.17
            “Balance” shall mean the total ofremaining SMS, Minutes and Allocated Data Quota made available to you to date.
          • 2.1.18
            “Cancellation” shall mean the request to cancel the Mobile Subscription Plan by the Customer.
          • 2.1.19
            “Temporary Suspension” shall mean the suspension period applied if the Customer had defaulted on their payment/ Bill to use the Service or have not purchased any Boosters.
          • 2.1.20
            “Activation” shall mean the date at which the Mobile Subscription Plan becomes available and ready to be used by the Customer.
          • 2.1.21
            “Fair Usage Practice” shall mean the practice implemented by imagine to regulate excessive and unreasonable data-usage.
          • 2.1.22
            “Specific Terms and Conditions” shall mean the Postpaid Mobile Service Terms and Conditions.
        • 2.2
          Any capitalized terms used but not defined shall have the meaning prescribed to it in the General Terms and Conditions of Service(s), the imagineMobile app Terms and Conditions.
        • 2.3
          When used herein, the terms “Terms” refers collectively to the General Terms and Conditions of Service(s), the imagineMobile app Terms and Conditions.
        • 2.4
          Words used herein regardless of the number and gender specifically used, shall be deemed and construed to include any other number, singular or plural, and other gender, masculine, feminine or neuter, as the context requires.
        • 2.5
          Word(s) denoting natural persons include bodies corporate, partnership, sole proprietorship, joint ventures and trusts.
        • 2.6
          Any technical term not specifically defined or described herein shall be construed in accordance with the general practices of the telecommunications industry in Brunei Darussalam. Any terms relating to computer technology not specified defined or described herein shall be construed in accordance with the general practice and he trade of computer companies and the information technology industry in Brunei Darussalam.Any technical term not specifically defined or described herein shall be construed in accordance with the general practices of the telecommunications industry in Brunei Darussalam. Any terms relating to computer technology not specified defined or described herein shall be construed in accordance with the general practice and he trade of computer companies and the information technology industry in Brunei Darussalam.
  • 3.
    Eligibility to subscribe to Prepaid Plan
      • 3.1
        To be eligible for the Service(s), you must be at least 12 years old.
      • 3.2
        You must provide your registration details prior to using the Mobile Service, which includes your name, address and identification documents (i.e. National Registration Identification Card (NRIC) or passport) and such other details as may be required by us.
      • 3.3
        We may decline supply of the Mobile Service to you based on reasons including your eligibility for the Mobile Service, the availability of the Mobile Service and your compliance with our registration requirements. We also reserve the right to decide upon the provision of the Mobile Service to you, if you cannot comply with our credit and/orregistration requirements.
      • 3.4
        You must use the Mobile Service in accordance with these Specific Terms and Conditions and ensure any person you allow to use the Service(s) complies with the necessary terms and conditions also incorporated.
      • 3.5
        Written consent is required if you wish to subscribe and that you are under 12 years old:
          • 3.5.1
            Form signed by your legal guardian/parent along with copy of their NRIC.
          • 3.5.2
            Signed copy of the NRIC document.
  • 4.
    Your Prepaid Plan
      • 4.1
        Each Prepaid Plan will be allocated a standard Balance of BND$15 worth to be either used for calls with your Minutes, SMS and connecting to the Internet (data usage).
      • Note: The base pack/ Starter pack of the published Prepaid Plans will be sold at BND$15, and will have a preloaded balance of $5.00 credit (for use on voice Minutes and SMS) and 1 GB of mobile data with the initial validity of thirty (30) days. Rates on voice Minutes and SMS are as published on imagines website at www.imagine.com.bn
  • 5.
    Checking your Balance
      • 5.1
        Where at any time you wish to check your remaining Balance of your Prepaid Plan, you may either:
          • 5.1.1
            Dial our USSD code *610# and follow the steps provided to you in the guide;
          • 5.1.2
            Call any of our customer service channels;
          • 5.1.3
            Visit any of our business centers;
          • 5.1.4
            Check using our mobile application (imagineMobile App).
      • 5.2
        Subject to Clause 15.1 below, Customers are allowed to obtain back their expired credit balance (at prevailing rates and according the credit refund rule) if any reload or Top-ups are done within a period of sixty (60) days after the expiry of the Customer’s credit balance.
      • 5.3
        Subject also to 5.2. above, after the initial sixty (60) days, if the Customer does not reload or Purchase any Credit Top-up or Boosters, no previous credit balance will be refunded.
  • 6.
    Fees and Registration
      • 6.1
        Unless specifically waived by imagine , the following shall be payable by the Customer to imagine upon application for the Prepaid Plan: -
          • 6.1.1
            .A starter pack fee (at prevailing rates); and
          • 6.1.2
            otherfees (where applicable).
      • 6.2
        imagine may at its sole discretion cancel an application for Mobile Subscription Plan if it determines that it is unable to provide the Mobile Service to the customer due to any plausible limitations. In the event of cancellation of application by imagine, imagine will refund the payments made by the customer.
      • Note: You may find out the necessary fees and charges by visiting any of our imagine business centers or simply call our Customer experience management team by dialing 111 or by clicking this link: https://imagine.com.bn/
  • 7.
    Boosters
      • 7.1
        There are different types of Boosters which are made available to customers. They are designed to cater to different Customer needs. Boosters depending on what is purchased by the Customer will have their specific validity periods and bonuses.
      • 7.2
        Boosters may be purchased through any of imagine’s appointed resellers, imagine’s business centers or purchased online via our application.
      • 7.3
        Depending on which Booster is purchased by the customer, the Boostermay only allow the user to access content which are within scope of the Boostersubject to a successful purchase by the Customer.
      •  
        [e.g. Lifestyle Boosters only allow you to stream YouTube, Netflix, Twitch, iFlix, Vimeo and TikTok. Other videos, pictures, images accessed through any third party sites or links which are not within the scope of the Lifestyle Booster will consume your Allocated Data Quota. Whereas Unlimited Booster enables an unlimited data consumption for a twenty four(24) hour period].
      • 7.4
        All Boosters are capable of being bought in combination (stackable). This means, users can purchase any booster at any point in time and utilize the specific capability of those Boostersseparately within their validity period.
      • 7.5
        imagine will not provide any refunds whatsoever for any wrongly purchased Boosters. Claims for any refunds can be made at any of imagine’s business centers and imagine’s decision either to provide or not provide the refund will be final.
      •  
        Note: Please ensure you understand which Booster you are purchasing to meet your needs. Boosters can be either be data-based only; time-bound (to be used within a limited period of time); content/scope specificonly (E.g. Lifestyle Boosters).
  • 8.
    Daily Cap
      • 8.1
        Daily Cap can be seen as a measure to ensure you do not over-spend when using the Mobile Plan. The threshold amount of the Prepaid Service is B$15 (fifteen Brunei Dollars). Which means, if you accumulated B$15 (fifteen Brunei Dollars) worth of either or a combination of local Minutes, local SMS and local data between 00:00 – 23:59 on the same day, you will receive a Daily Cap Reward of free ninety-nine GB (99GB) worth of data to be utilized within the same day.
      • 8.2
        If you obtain the Daily Cap Reward when you reached the Daily Cap, the reward may only be used within imagine’s coverage in Brunei Darussalam as you will be awarded local data worth ninety-nine GB (99GB).
  • 9.
    Credit transfer
      • 9.1
        You may transfer any amount of credit from your Balance at any time to another imagine Prepaid Plan owner/user.
      • 9.2
        Any transfer of credit will require a minimum Balance of B$5 (five Brunei Dollars). Any transfer beyond the B$5 (five Brunei Dollars) will be accepted as the amount already satisfies the minimum Balance requirement.
  • 10.
    Service migration (Prepaid Plan to Postpaid Plan)
      • 10.1
        You may request for a service migration at any of imagine business center(s) from your current subscription of the Prepaid Plan to Postpaid Plan. You accept that:
          • 10.1.1
            imagine will reserve the right to accept or reject your request to migrate your services.
          • 10.1.2
            You may be required to subscribe to a different Number.
          • 10.1.3
            Your value added services (e.g. Boosters) may be terminated, your Balance (SMS, voice Minutes and data) may be waived.
      • 10.2
        The Balance reflected in your Mobile Subscription Plan will not be transferred as credit Balance into your newly registered Postpaid Plan and will not reflected in your Bill in accordance with the billing cycle.
      • 10.3
        imagine reserves the right to determine whether a Balance is to be transferred. All existing promotion including without limitation to all benefits which comes along with the promotion enjoyed by you under your existing Prepaid Plan shall be terminated and discontinued automatically upon your request and acceptance of the service migration; and upon successfulservice migration, you shall not be allowed to migrate back to your original plan until the completion of an entire billing cycle where applicable or contract period subscribed.
  • 11.
    Prepaid Plan termination
      • 11.1
        You may request to terminate your Prepaid Plan. This will require you the Customer to visit any of imagine’s business centers.
      • 11.2
        imagine also reserves the right to terminate your Prepaid Plan if your Prepaid Plan is not in service or inactive for reasons not limited to:
          • 11.2.1
            An uninformed absence of customers use of the service after sixty (60) days of i.e. inactivity for sixty (60) days after the last day the SIM is active according to the credit refund rule;
      • 11.3
        Termination of the Prepaid Plan shall mean that you have forgone your Number and service will be disconnected.
  • 12.
    Availability and coverage
      • 12.1
        You acknowledge that there may be limited availability and coverage to access the wireless service/ Mobile Service at certain locations within Brunei Darussalam and internationally while Roaming as well as Data Roaming.
      • 12.2
        You acknowledge that the Mobile Service is dependent upon local and international connectivity to the network which is independent of imagine’s reasonable control which may mean that the Mobile Service quality and service level may vary.
      • 12.3
        Notwithstanding clause 12.1 and clause 12.2, the overall performance of the Mobile Service is subject but not limited to:-
          • 12.3.1
            The types of devices used to connect to the Mobile Service e.g. tablets and phones;
          • 12.3.2
            Network infrastructure and coverage made available by the network provider;
          • 12.3.3
            Geographical and technical capability of the network infrastructure, coverage, delivery systems at the time and location at which the Mobile Service is made available;
          • 12.3.4
            Other factors which are controlled by and/ or dependent on third party service providers/contractors.
          • 12.4
            The Customer accepts that neither imagine, its subsidiaries or appointed contractors shall be responsible to the Customer for any loss, damage, claim or compensation whatsoever arising from or related to the use by the Customer of the Mobile Service including but not limited to disruptions, delays, errors or unavailability of the Mobile Service and/or any damage to the Customer’s own mobile device.
  • 13.
    International Roaming (Roaming and Data Roaming)
      • 13.1
        International Roaming outside of Brunei Darussalam are available in countries as stated on our website.
      • 13.2
        We reserve the right to determine whether you are eligible for and/or will be offered the international Data Roaming or Roaming service(s).
      • 13.3
        We and the operator of the visited foreign telecommunication services network shall not be liable for any loss or damage which you the user may sustain from or through the suspension/termination/interruption/loss of or inability to use the international roaming Service(s).
      • 13.4
        Roaming for calls or SMS outside of imagine’s mobile coverage areas are also available in other countries as stated or published on our website with different Roaming Rates.
      • 13.5
        You the userof the international Data Roaming and Roaming service(s)shall be subject to all terms and conditions and such other terms and conditions imposed from time to time including in respect of additional charges when using the service.
      • 13.6
        We and the operator of the visited foreign telecommunication services network shall not be liable for any loss or damage which you the user may sustain from or through the suspension/termination/interruption/loss of or inability to use the international roaming service(s).
  • 14.
    Fair Usage Policy and Throttle Policy
      • 14.1
        Please refer to our Fair Usage Practice rules available here.
  • 15.
    imagine’s Right
      • imagine reserve the right to suspend your service if:
      • 15.1
        Customer fails to purchase any Boosters or any Credit Top-up’s made available after a total of sixty (60) days.
          • 15.1.1
            Numbers previously subscribed by the Customer will be deactivated and recycled six (6) months after deactivation.
      • 15.2
        Customer fails to follow the rules under the Fair Usage Practice;
      • 15.3
        Customer behaves in a way that we reasonably consider to be abusive, offensive, excessive, unreasonable, inappropriate, illegal, unauthorized or fraudulent, or in any way that infringes anyone’s legal rights (such as copyright) or is likely to damage or negatively impact the operation of the Mobile Service, the local network or a third party’s network;
      • 15.4
        Customer resells or resupplies a Mobile Service, or uses it other than for ordinary personal, domestic and household purposes;
      • 15.5
        Customer does not follow the terms and conditions including those incorporated in relation to use of the Mobile services;
      • 15.6
        If imagine reasonably considers customer to be a credit risk;
      • 15.7
        If Customer is otherwise in material breach of these Specific Terms and Conditions and those incorporated and the breach cannot be remedied, or customer does not remedy it within fourteen (14) days of imagine asking customer to do so.
  • 16.
    Changes of Terms and Conditions
      • 16.1
        imagine reserves the right to change these Specific Terms and Conditions at any time. In the event that any changes are made, the revised terms and conditions will be updated through imagine website and notice may be provided to the customer through either the email address the customer provides, bill insert, bill message or imagine’s social media channels. It is the Customer’s responsibility to check for any such notification. Your continued subscription to the service after the effective date of the change constitutes your acceptance of such change.

 

imagine Device Bundle Service

  • 1.
    Incorporation by reference
      • In addition to:
      • a. The General Terms and Conditions of Service;
      • b. Imagine Mobile Postpaid Service Terms and Conditions;
      • c. Imagine Broadband Terms and Conditions;
      • Which terms and conditions are deemed to be incorporated by reference, the Customer shall be bound by the following Specific Terms and Conditions.
      • These Specific Terms and Conditions are available on the imagine website or can be requested on written request.
  • 2.
    Definitions and Interpretations
      • 2.1
        For the purposes of these Specific Terms and Conditions, the following terms have the meanings set forth below: -
          • 2.1.1
            “Device” shall refer to any electronic device that is offered by Imagine and can tied together with any of Imagines Services.
          • 2.1.2
            “Device Bundle” shall refer to Device’s which are tied up together with any Service offered by Imagine.
          • 2.1.3
            “Supplier” shall refer to the device authorized suppliers that supplies devices to Imagine.
  • 3.
    Eligibility to sign up for Device Bundle Service
      • 3.1
        Meet the minimum requirements of each of the Device Bundle which the customer is interested in subscribing, not limited to the contract period for the Services
      • 3.2
        Complete any and all payment requirements set out for each of the Device Bundle which the customer is interested in subscribing.
      • 3.3
        Only for Residential Customers and no Business Customers unless otherwise stated
  • 4.
    Device Warranty
      • 4.1
        Customer’s will be given a copy of device warranty upon sign up for the Device.
      • 4.2
        Customer’s will need to keep the copy of their Device warranty for future claims.
      • Note: Device warranty varies based on the device brand and model and may also be in different formats.
  • 5.
    After Sales Service
      • 5.1
        Customer has the option to either go directly to the Supplier service center or at specified Imagine Business Center for issues in relation to their Device.
      • 5.2
        Customers must also comply to the rules when sending their Devices to either the Supplier service center or at specified Imagine Business Center.
  • 6.
    Termination
      • 6.1
        Customer who paid for the device upfront/in full will need to pay for the remaining service contract period which they have subscribed to.
      • 6.2
        Customer who paid upfront partially and on installment plans will need to pay the remaining balance of the device and remaining service contract period.
      • 6.3
        Customer who have completed their instalment plan and service contract period will be charged a monthly recurring fee based on the services subscribed until such time the customer choose to terminate.
  • 7.
    Late payment
      • 7.1
        imagine’s shall have the right to suspend the Service and lock the device if
          • 7.1.1
            Customer fails to pay the due bill in the times specified;
          • 7.1.2
            Customer behaves in a way that can reasonably be considered abusive, offensive, excessive, unreasonable, inappropriate, illegal, unauthorised or fraudulent, or in any way that infringes anyone’s legal rights (such as copyright) or is likely to damage or negatively impact the operation of our Network, the Services or a third party’s network;
          • 7.1.3
            Customer resells or resupplies a Service, or uses it other than for ordinary personal, domestic and household purposes;
          • 7.1.4
            Customer does not follow our reasonable instructions in relation to use of the services;
          • 7.1.5
            If imagine reasonably considers customer to be a credit risk;
          • 7.1.6
            If customer is otherwise in material breach of these terms and conditions and those incorporated and the breach cannot be remedied, or customer does not remedy it within fourteen (14) days of imagine asking customer to do so; and
          • 7.1.7
            If customer fails to allow imagine to access premises to perform its obligations under these terms and conditions and those incorporated.
  • 8.
    All details and particulars registered by the Customer must be true, accurate and complete.
  • 9.
    imagine shall not be liable for any claims, losses and damages sustained by the Customer for using the Device and the Service.
  • 10.
    imagine reserves the right at any time in its absolute, sole discretion, notwithstanding anything in these terms and conditions to cancel or make amendment(s) to them.
  • 11.
    imagine reserves the right to alter these terms and conditions at any time without prior notice.
  • 12.
    No downgrade is allowed during the service contract period.
  • 13.
    No change of ownership for the Device and the account used to connect to the Service by the Customer is allowed unless otherwise in the event of death or circumstances which was agreed to by Imagine.

 

Number Portability Service

Terms and Conditions of Number Portability Service

  • 1.
    Incorporation and principle
      • This Terms and Conditions of Number Portability Service is deemed to be incorporated with:
      • which the Customer have subscribed and agreed to, the Customer therefore shall be bound by those terms and conditions including this Terms and Conditions of Number Portability Service.
      • This Terms and Conditions of Number Portability Service shall in essence follow the principles and rules defined within the ‘Industry Business Rules for Porting Process’.
      • The Terms and Conditions of Number Portability Service are available on respective existing service provider and also new service provider websites or can be requested on written request.
  • 2.
    Definitions and interpretations
      • 2.1
        For the purposes of these Specific Terms and Conditions, the following terms have the meanings set forth below: -
          • 2.1.1
            “Number” shall mean the sequence of digits that is assigned to you in order for you to be able to connect to both a mobile and fixed line service provider either domestic or international based on your subscription. Number here refers to either Fixed Line Service number or Mobile Service number.
          • 2.1.2
            “SIM Card” shall mean the Subscriber Identity Module usually in a form of a small plastic card which slots into your device that that contains your international mobile subscriber identify in order for you to connect to the wireless service.
          • 2.1.3
            “Mobile Service” shall mean the provision of Internet access, SMS and voice via a subscribed Mobile Plan, Value Added Services and such other services or facility relating thereto provided by service provider from time to time, that are made available through the Customer’s compatible Access Medium.
          • 2.1.4
            “Mobile Plan” shall refer to either Mobile Postpaid Plan or the Mobile Prepaid Plan made available by Service Provider to the Customer.
          • 2.1.5
            “Balance” shall mean the total of remaining SMS, Minutes and Allocated Data Quota made available to you to date.
          • 2.1.6
            “Service Provider” shall mean either Data Stream Digital/ Data Stream Technologies Sdn. Bhd (DST) or Progresif Sdn Bhd or Imagine Sdn. Bhd who is a provider of telecommunications services in Brunei which the Customer is currently subscribed to or intending to subscribe to.
          • 2.1.7
            “Fixed Line Service” shall mean the provision of Internet access, SMS and voice by the Service Provider which is subscribed to by the Customer.
          • 2.1.8
            “Internet” shall mean the global computer network providing a variety of information and communication facilities, consisting of interconnected networks using standardized communication protocols.
          • 2.1.9
            “Number Portability Service” shall mean the service that allows you to keep your existing phone number (“porting your number”); be it mobile or fixed line, when you decide to switch your service provider within Brunei.
          • 2.1.10
            “Port-in” shall mean the request done by the customer utilizing the Number Portability service to move their number (mobile or fixed) from the Donor to the Recipient Service Provider.
          • 2.1.11
            “Port-out” shall mean the request done through a third-party system by the Donor to move the Customers Number from the Donor to the Recipient Service Provider.
          • 2.1.12
            “Recipient” shall mean the Service Provider which the Customer intends to Port-in to.
          • 2.1.13
            “Donor” shall mean the Service Provider which will be responsible for Port-out the Customer’s Number to the Recipient.
        • 2.2
          Any capitalized terms used but not defined shall have the meaning prescribed to it in any of the existing and/or new service provider terms and conditions.
        • 2.3
          When used herein, the terms “Terms” refers collectively to the existing and/or new service provider terms and conditions.
        • 2.4
          Words used herein regardless of the number and gender specifically used, shall be deemed and construed to include any other number, singular or plural, and other gender, masculine, feminine or neuter, as the context requires.
        • 2.5
          Word(s) denoting natural persons include bodies corporate, partnership, sole proprietorship, joint ventures and trusts.
        • 2.6
          Any technical term not specifically defined or described herein shall be construed in accordance with the general practices of the telecommunications industry in Brunei Darussalam. Any terms relating to computer technology not specified defined or described herein shall be construed in accordance with the general practice and he trade of computer companies and the information technology industry in Brunei Darussalam.
  • 3.
    Agreement by Customer before using the Number Portability Service
      • 3.1
        that any request for Number Portability Service for the Customer’s Number to move to any of their chosen Service Provider will be subject to fulfilling the requirements outlined in the Number Portability Service – Request Form (‘Form’).
      • 3.2
        Subject to clause 3.1. above, Customer must also understand and agree to the Number Portability Service Terms and Conditions and all other terms and conditions applicable as set out in order to successfully Port-in to their chosen Service Provider.
      • 3.3
        subject also to clause 3.1. above, the Customer therefore authorizes and provides consent to the Recipient to fulfill the Port-in request for the Number to move to the Recipient Service Provider.
  • 4.
    Other requirements
      • The Customer also acknowledges:
      • 4.1
        Any request for Number Portability Service will require the Customer subscribing to respective Service Provider’s Mobile Plan and/or Fixed Line Service including other services which may be bundled with the service.
      • Note: It is advisable that the Customer understands what are on offer by each respective Service Provider before subscribing to any of their services.
      • 4.2
        Their existing Mobile Plan and/or their Fixed Line Service must be active (in service) at the time of the request.
      • 4.3
        Service Providers have been granted the consent by the Customer and have been provided the right to use, store, share, exchange and transfer any information or disclose data in order to successfully Port-in and Port-out their Number.
      • 4.4
        When requesting for the Number Portability Service, all existing services associated with their current Mobile Plan or Fixed Line Service including but not limited to any Value Added Services (“VAS”), credit balance, unused data may not be carried forward and thus terminated automatically.
  • 5.
    Service interruption
      • The Customer also acknowledges that:
      • 5.1
        There will be service interruption during the process of Port-in and Port-out.
      • 5.2
        During this interruption of service, the Service Provider(s) will not be responsible for any claims, loss, penalty, damage or inconvenience arising from utilizing the Number Portability Service.
  • 6.
    Fees and charges
      • 6.1
        The Customer shall solely be be responsible for any/or all charges incurred including but not limited to early termination charges, administrative fees and others from their previous Service Provider and their new Service Provider.
  • 7.
    Other obligations
      • 7.1
        The Customer agrees to the termination and disposal of the SIM Card.
      • 7.2
        The Customer also agrees that amendments to this Number Portability Service Terms and Conditions will be done from time to time. Continued use of the Number Portability Service offered by the respective Service Providers shall be deemed as acceptance to all changes/ amendments made thereof.

Terms and Conditions for imagine Broadband Services

  • 1.
    Incorporation by reference
      • In addition to:
      • a. the General Terms and Conditions of Service;
      • b. the imagineBroadband Terms and Conditions; and
      • c. the Fixed Line Terms and Conditions,
      • d. imagine WiFi Terms and Conditions (also known as imagine Nationwide WiFi Service), which terms and conditions are deemed to be incorporated by reference, the Customer shall be bound by the following Specific Terms and Conditions.
      • These Specific Terms and Conditions are available on the imagine’s website or can be requested on written request.
  • 2.
    Definitions and Interpretations
      • 2.1
        For the purposes of these Specific Terms and Conditions, the following terms have the meanings set forth below: -
          • 2.1.1
            “Access Medium” shall mean the medium (whether a fixed-line telephone, mobile cellular phone, modem or otherwise, including a computer) stipulated or approved by imagine by or through which the Customer may utilise the Broadband Service;
          • 2.1.2
            “Allocated Data Quota” shall mean the data quota which imagine has allocated to the Customer’s Broadband Plan;
          • 2.1.3
            “Bandwidth” shall mean the data transfer speed in accordance with the Broadband Plan subscribed to by the Customer which shall be provided on a best effort basis;
          • 2.1.4
            “Billing Cycle” shall mean each specified one (1) month period for which Customers must pay their Bill;
          • 2.1.5
            “Broadband” shall mean high-speed internet connection or any other data transmission that may be provided by imagine from time to time pursuant to the Broadband Plan which the Customer has subscribed to;
          • 2.1.6
            “Broadband Plan” shall refer to either the Business Broadband Plan or the Residential Broadband Plan made available by imagine to the Customer;
          • 2.1.7
            “Broadband Service Application Form” shall mean the Application Form provided by imagine to the Customer when subscribing to any of the Broadband Plans inclusive of the Broadband Service;
          • 2.1.8
            “Broadband Service” shall mean the provision of Internet access via subscribed Broadband Plan, Value Added Services, and such other service or facility relating thereto provided by imagine from time to time, that are made available through the Customer’s compatible Access Medium;
          • 2.1.9
            “Business Broadband Plan” means the Broadband Plan made available to Customers who meet the eligibility requirements set out in Clause 3.2;
          • 2.1.10
            “Demarcation Point” shall mean the first point of entry of the network cable at a Customer’s Premises, located at:
          •  
            In the case of landed properties:
              • a.
                the Terminal Box or Direct Joint, as the case may be, at the exterior of the Customer’s Premises via overhead standard installation; or
              • b.
                the point at which the network cable passes the Customer’s Premises via underground standard installation
              • c.
                the point at which the network cable connects with the Customer’s internal wiring, located inside the control room of the building where the Customer’s Premises is located.
              •  
              • For the avoidance of doubt, imagine is responsible for any network cable up to the Demarcation Point and the Customer is responsible for any network cable beyond the Demarcation Point.
              • 2.1.11
                "Direct Joint" shall mean where copper cable is used, the external point at which the network cable connects with the Customer's internal wiring;
              • 2.1.12
                "Internet" shall mean the global computer network providing a variety of information and communication facilities, consisting of interconnected networks using standardised communication protocols;
              • 2.1.13
                "Price Cap" shall mean the maximum Fees and Charges payable by the Customer to imagine during each Billing Cycle;
              • 2.1.14
                "Residential Broadband Plan" means the Broadband Plan made available to Customers who meet the eligibility requirements set out in Clause 3.3;
              • 2.1.15
                "Service Activation Date" shall mean the date at which the Broadband Service becomes available and ready to be used by the Customer;
              • 2.1.16
                "Subscription Fee" shall mean the monthly fee payable by the Customer, in accordance with the Customer's subscribed Broadband Plan;
              • 2.1.17
                “Specific Terms and Conditions” shall mean these Broadband Terms and Conditions;
              • 2.1.18
                “Terminal Box” shall mean where fibre optic cable is used, the external point at which the network cable connects with the Customer’s internal wiring and shall be no higher than 1.5 metre above ground level or balcony level;
              • 2.1.19
                "Fair Usage Practice" shall mean the practice implemented by imagine to regulate excessive and unreasonable data-usage;
              • 2.1.20
                "Top-up" shall mean the purchase of additional data quota via imagineBroadband or at a imagine Business Centre, or any other authorised channels made available by imagine from time to time;
              • 2.1.21
                "Top-up Quota" shall mean the additional data quota that is provided upon the purchase of Top-up;
              • 2.1.22
                "Top-up Validity" shall mean the validity period of each purchased Top-up; and
              • 2.1.23
                "Value Added Service"; or "VAS" shall mean one or more additional services made available by imagine (including Facebook Unlimited, Instagram Unlimited, and WhatsApp Unlimited, or such other Value Added Service made available by imagine from time to time), which the Customer can choose to add on to supplement their existing Broadband Plan, at a rate prescribed by imagine (which may vary from time to time).
        • 2.1
          Any capitalised terms used but not defined shall have the meaning prescribe to it in the General Terms of Service and Conditions of Service, the imagineBroadband Terms and Conditions, and the Fixed Line Terms and Conditions.
        • 2.2
          When used herein, the term “Terms” refers collectively to the General Terms and Conditions of Service, the imagineBroadband Terms and Conditions, the Fixed Line Terms and Conditions and the Specific Terms and Conditions.
        • 2.3
          Words used herein regardless of the number and gender specifically used, shall be deemed and construed to include any other number, singular or plural, and any other gender, masculine, feminine or neuter, as the context requires.
        • 2.4
          Word denoting natural persons include bodies corporate, partnership, sole proprietorship, joint ventures and trusts.
        • 2.5
          Any technical term not specifically defined or described herein shall be construed in accordance with the general practices of the telecommunications industry in Brunei Darussalam. Any terms relating to computer technology not specified defined or described herein shall be construed in accordance with the general practice and the trade of computer companies and the information technology industry in Brunei Darussalam.
  • 3.
    Eligibility for Broadband Service
      • 3.1
        The Customer shall subscribe to either a Business Broadband Plan or a Residential Broadband Plan depending on their eligibility requirements as set out below.
      • 3.2
        The Customer intending to subscribe to a Business Broadband Plan must meet the following requirements:-
          • 3.2.1
            The Customer must be either a registered Sole Proprietor or Partnership (as evidenced by Form 16/17), or an incorporated Company (as evidenced by the Certificate of Incorporation);
          • 3.2.2
            The Customer must have an existing Fixed Line subscription;
          • 3.2.3
            The Customer must meet and continue to meet all other eligibility requirements as may be determined by imagine from time to time; and
          • 3.2.4
            The Customer shall have no outstanding Fees and Charges due to imagine on any existing Service account under his name.
      • 3.3
        The Customer intending to subscribe to a Residential Broadband Plan must meet the following requirements:-
          • 3.3.1
            The Customer must be a resident of Brunei Darussalam;
          • 3.3.2
            The Customer must be at least eighteen (18) years old;
          • 3.3.3
            If the Customer is a foreigner, the Customer must be an employment pass holder (with a minimum eligibility of at least six (6) months);
          • 3.3.4
            The Customer must have an existing Fixed Line subscription;
          • 3.3.5
            The Customer must meet and continue to meet all other eligibility requirements as may be determined by imagine from time to time; and
          • 3.3.6
            The Customer shall have no outstanding Fees and Charges due to imagine on any existing Service account under his name.
      • 3.4
        Notwithstanding Clauses 3.2 and 3.3, imagine shall at itssole discretion determine whether a Customer is eligible to subscribe to a Business Broadband Plan or a Residential Broadband Plan.
  • 4.
    Upgrade and Downgrade of Broadband Plan
      • 4.1
        The Customer may apply to imagine for a downgrade of a subscribed Broadband Plan, and the Customer will be charged a fee, as determined by imagine from time to time, for the downgrade. All downgrade applications shall only be made at any imagine Business Centres during imagine’s operating hours, and is subject to imagine’s sole discretion.
      • 4.2
        The Customer may also apply to imagine for an upgrade of a subscribed Broadband Plan at no charge, and is subject to imagine’s sole discretion. Any upgrade application shall be made as follows:
          • 4.2.1
            Residential Broadband Plan: at any imagine Business Centres during imagine’s operating hours or via imagineBroadband.
          • 4.2.2
            Business Broadband Plan: at any imagine Business Centres during imagine’s operating hours.
          • 4.2.3
            Other Broadband Plan as published by imagine: at any imagine Business Centers during imagine’s operating hours or via imagineBroadband.
  • 5.
    Fees and Registration
      • 5.1
        Unless specifically waived by imagine, the following shall be payable by the Customer to imagine upon application for the Broadband Service: -
          • 5.1.1
            a registration fee (at prevailing rates);
          • 5.1.2
            an activation fee (at prevailing rates); and
          • 5.1.3
            one (1) month advance Subscription Fee.
      • 5.2
        imagine may at its sole discretion cancel an application for Broadband Service if it determines that it is unable to provide the Broadband Service at the Premises due to any of the limitations set out in Clause 13. In the event of cancellation of application by imagine, imagine will refund the registration fee, activation fee, and one (1) month advance Subscription Fee.
      • 5.3
        If the Customer cancels the application prior to installation works and activation of the Service, all payments made to imagine will be refunded to the Customer.
  • 6.
    Subscription Period and Ownership of Equipment
      • 6.1
        Any and all Equipment shall remain under the ownership of imagine.
      • 6.2
        If the Broadband Service is terminated by the Customer during the Subscription Period:-
          • 6.2.1
            ownership of any and all Equipment shall remain with imagine and is to be forthwith returned to imagine. Notwithstanding the termination notice, termination of the Broadband Service and any refunds of relevant fees shall only take effect upon return of the Equipment to imagine; and
          • 6.2.2
            any subscription fee for the terminated Broadband Plan which would have been payable by the Customer to imagine for the remainder of the Minimum Subscription Period following such termination shall become immediately due and payable.
  • 7.
    Broadband Service Installation and Installation Charges
      • 7.1
        Following application for the Broadband Service, imagine will determine the availability of the Broadband Service to the Customer. If available, imagine or its appointed contractor will contact the Customer to arrange a time and date for installation of the Equipment at the Premises.
      • 7.2
        The Customer must provide imagine with at least three (3) hours’ notice to reschedule or cancel a scheduled appointment. imagine reserves the right to levy a charge for all scheduled appointments which are missed and/or appointments which are cancelled where such prior notice is not provided by the Customer.
      • 7.3
        If the Customer’s Premises is unable to meet the minimum requirements for the installation of the Broadband Service, such that in order to obtain the Broadband Service, non-standard installation (including but not limited to internal wiring and cabling works) is required to be made beyond the Demarcation Line, and/or a specific request is made by the Customer which imagine deems to be a non-standard installation, the Customer acknowledges and agrees that any additional cost of Equipment and required accessories for the provisioning and installation of Broadband Service is chargeable to the Customer at prevailing rates as determined by imagine and/or its appointed contractors.
  • 8.
    Broadband Service Relocation
      • 8.1
        The Customer may make an application to imagine for the relocation of Broadband Service and such application shall be made at any imagine Business Centres during imagine’s operating hours, and is subject to imagine’s sole discretion.
      • 8.2
        The Customer acknowledges that any relocation of the current subscribed Broadband Service is subject to: -
          • 8.2.1
            availability of such Broadband Service at the Customer’s new premises. If the current subscribed Broadband Service is unavailable, the Customer may transfer his subscription to an alternative Broadband Service. If no alternative Broadband Service is available, or if the Customer chooses not to transfer to an alternative Broadband Service, imagine shall treat this as an Immediate Termination Event; and
          • 8.2.2
            payment by the Customer of a relocation fee (at prevailing rates) and any applicable fees and charges in relation to the relocation of Broadband Service to imagine (which includes but not limited to additional Equipment costs and associated accessories for the provisioning of the Broadband Service is chargeable to the Customer at prevailing rates set by imagine and/or its appointed contractors).
      • 8.3
        Subject to Clause 8.2.1, Customer acknowledges that during the relocation process, there may be some disruption to the Broadband Service and any related Service. imagine will not be liable for any direct or indirect losses or damages arising from such service disruption.
      • 8.4
        Subject to Clause 8.2, imagine may at its sole discretion cancel an application for relocation if it determines that it is unable to provide the Broadband Service at the Customer’s new premises due to any of the limitations set out in Clause 13 OR due to reasons beyond the control of either party. In the event of cancellation of application by imagine, imagine will refund the relevant fee.
      • 8.5
        If the Customer cancels the application, the relocation fee will not be refunded and Clause 6 of these specific terms and condition shall be applied.
  • 9.
    Billing Cycle
      • 9.1
        At every Billing Cycle, the Customer’s subscribed Allocated Data Quota shall be reset, and any remaining data quota from the previous Billing Cycle shall not be carried forward.
      • 9.2
        Top-up Quota purchased via Top-up during the previous Billing Cycle shall remain and be carried forward to the next Billing Cycle until the end of the Top-up Validity.
      • 9.3
        If the Customer’s Broadband Service is activated on any date of any month, the Customer’s Subscription Fee will be adjusted in accordance to the Service Activation Date.
  • 10.
    Top-up
      • 10.1
        Should the Customer exceed the Allocated Data Quota as per the Customer’s Broadband Plan, the Customer may purchase a Top-up for specific Top-up Quota and Top-up Validity.
      • 10.2
        It is at imagine’s discretion to determine and publish the rates and validity period of the different Top-up available for specific Top-up Quota and Top-up Validity.
      • 10.3
        The Customer may purchase any number of Top-up at any time within a Billing Cycle.
      • 10.4
        All Top-up purchased shall only remain valid until the end of the Top-up Validity specified by imagine.
      • 10.5
        Purchase of any Top-up by the Customer is non-refundable.
  • 11.
    imagine’s shall have the right to suspend the Broadband Service if:
      • 11.1
        Customer fails to pay the due bill on time;
      • 11.2
        Customer behaves in a way that we reasonably consider to be abusive, offensive, excessive, unreasonable, inappropriate, illegal, unauthorised or fraudulent, or in any way that infringes anyone’s legal rights (such as copyright) or is likely to damage or negatively impact the operation of our Network, the Services or a third party’s network;
      • 11.3
        Customer resells or resupplies a Service, or uses it other than for ordinary personal, domestic and household purposes;
      • 11.4
        Customer does not follow our reasonable instructions in relation to use of the services;
      • 11.5
        If imagine reasonably considers customer to be a credit risk;
      • 11.6
        If customer is otherwise in material breach of these terms and conditions and those incorporated and the breach cannot be remedied, or customer does not remedy it within fourteen (14) days of imagine asking customer to do so; and
      • 11.7
        If customer fails to allow imagine to access premises to perform its obligations under these terms and conditions and those incorporated..
  • 12.
    Equipment Warranty
      • 12.1
        The warranty period for all Equipment provided by imagine is one (1) year commencing from the Service Activation Date. Following expiration of the warranty period, the Customer may request (at its own expense) for: -
          • 12.1.1
            repair of the faulty Equipment by imagine or its appointed contractor; or
          • 12.1.2
            replacement of the faulty Equipment by imagine, on a best effort basis.
      • 12.2
        The Customer acknowledges that using Equipment not provided by imagine to connect to the Broadband Service shall not fall within the scope of imagine’s responsibility.
      • 12.3
        The Customer further acknowledges that he shall bear cost if any, for repairs, replacements and remedial solutions/works required of any faulty Equipment not provided by imagine.
      • 12.4
        Clause 12.1, shall not apply if it is in contradiction with Clause 8.10 of imagine’s General Terms and Condition for Services whereby the Customer must and shall always maintain the Equipment in good, working condition throughout the duration of the Customer’s subscription to the Broadband Service.
  • 13.
    Broadband Service Limitations
      • 13.1
        The Customer acknowledges and agrees that Broadband Service availability and/or performance is subject but not limited to:-
          • 13.1.1
            the types and number of devices used to connect to the Broadband Service e.g. personal computers, tablets, laptops, phones;
          • 13.1.2
            availability of resources including, without limitation to, availability of a suitable network infrastructure and fibre coverage at the time the Broadband Service is requested or delivered;
          • 13.1.3
            geographical and technical capability of the network infrastructure, fibre coverage and imagine’s delivery systems at the time and location at which the Broadband Service is requested or delivered; and
          • 13.1.4
            other factors which are controlled by and/or dependant on third party service providers/contractors.
      • 13.2
        The Customer accepts that neither imagine, its subsidiaries or appointed contractors shall be responsible to the Customer for any loss, damage, claim or compensation whatsoever arising from or related to the use by the Customer of the Broadband Service including but not limited to disruptions, delays, errors or unavailability of the Broadband Service and/or any damage to the equipment or the Premises of the Customer.
  • 14.
    Value Added Service
      • 14.1
        The Customer may apply for one or more Value Added Service by submitting the relevant Application Form at a imagine Business Centre, or such other method as imagine may prescribe from time to time.
      • Eligibility
      • 14.2
        The Customer intending to subscribe to a VAS must have an active Broadband Service under the Customer’s name.
      • Fees and Charges
      • 14.3
        The monthly charge for each VAS (“VAS Subscription Fee”) shall be at prevailing rates as determined by imagine from time to time.
      • 14.4
        Upon meeting the eligibility requirements for the VAS, the monthly VAS Subscription Fee for each subscribed VAS shall be reflected on the Customer’s Bill until such VAS is terminated or the Broadband Service is terminated. If a VAS is subscribed to within the Billing Cycle, the Customer is still liable for the full VAS Subscription Fee for the first month of subscription.
      • Usage
      • 14.5
        Each VAS subscribed to shall only be used for the purpose for which it is intended. If the Customer chooses to browse pictures, images, videos or any third party’s sites or links which are not contained within the relevant subscribed VAS sites, such data usage will be deducted from the Customer’s subscribed Broadband Plan.
      • 14.6
        Any data usage which falls outside the scope of the subscribed VAS (for example if the Customer chooses to browse pictures, images, videos or any third party’s sites or links which are not contained within the relevant subscribed VAS sites) shall be deducted from the Allocated Data Quota or any purchased Top-up Quota, as the case may be, of the subscribed Broadband Plan to which the VAS is tagged to.
      • Termination of Value Added Service subscription
      • 14.7
        The Customer may visit any of imagine Business Centre or call imagine Customer Care hotline 111 to terminate any of their VAS subscription.
      • 14.8
        If a VAS subscription is terminated within the Billing Cycle, the Customer is still liable for the full VAS Subscription Fee for the month of termination.
  • 15.
    Change of Terms and Conditions
      • imagine reserves the right to change these terms and conditions at any time. In the event that any changes are made, the revised terms and conditions will be updated through imagine website and notice may be provided to the customer through email address the customer provides, bill insert , bill message or imagine Social Media channels. It is the Customer’s responsibility to check for any such notification. Your continued subscription to the service after the effective date of the change constitutes your acceptance of such change.

imagine Nationwide WiFi Service - Terms of Use

By your use of the Free Access Service, Prepaid Service and Postpaid Service which forms part of the imagine WiFi Service, you (“Customer”) acknowledge that:

 

Free Access Service

imagine WiFi Free Access Service (“Free Access Service”) is a complementary service made available by imagine for the public at designated imagine WiFi locations (also known as “imagine WiFi Zones”).

The Free Access Service will be made available for up-to 30 minutes daily, and will automatically disconnect at the end of the 30 minute session.

imagine will only allow the Free Access Service to be utilized on a per day basis.

You, as a user of the Free Access Service, are responsible for monitoring the connectivity time and saving all data and communication prior to the expiration of the online session. 

    • Data

    • You will be utilizing your Data when using the Postpaid Service.

      Once your Data has been exceeded, you will automatically be disconnected from the Postpaid Service. You will only be allowed to access the Postpaid Service once you have purchased a Top up(s) or during the start of a new Billing Cycle.

    • Bandwidth

      Your current subscribed Bandwidth will not apply when using the Postpaid Service. The capability of the Bandwidth for the Postpaid Service shall be based on a best effort basis

    • Account

      By default, imagine allows up to two (2) devices per account which can be connected to the Postpaid Service (herein referred to as Preset Devices ).

    • Additional Devices

      For any additional devices to be connected to the Postpaid Service, the Customer must fill in the Value Added Service Form at any imagine Centres.

      It shall limited to five (5) devices per account including the two (2) Preset Devices and the subscribed additional devices.

    • Fees

      There will be no additional charges for the two (2) Preset Devices in order to connect to the Postpaid Service.

      There will be an additional one (1) $BND monthly recurring charge for each device registered beyond the two Preset Devices.

    • Unsubscribing Additional Devices

      If the Customer wishes to unsubscribe their additional devices, Customer must visit any of imagine Centres and fill-in the specified form provided by imagine.

    • Account Security

      Customer’s imagineBroadband credentials will be used to log-on to the imagine WiFi Service and therefore the user will be fully responsible for whom these credentials are shared with.

       

Prepaid Service

imagine WiFi Prepaid Service (“Prepaid Service”) allows both imagine Broadband Plan subscribers as well as non-imagine Broadband subscribers to enjoy imagine WiFi on a pay-as-you-go basis at any imagine WiFi Zones.

    • Accessing the Prepaid Service

      By accessing the imagine WiFi network, you will be re-directed to the imagine WiFi captive portal. You will have to select the imagine WiFi Prepaid option. Once you have purchased a Prepaid Service Plan (“Prepaid Plan”) of your choice, you will be given a PIN Code to access the Prepaid Service.

    • Prepaid Plan

      All Prepaid Plan(s) shall be as advertised and may vary from time to time.

    • Pricing

      Details of the pricing of the Prepaid Plan shall be as advertised by imagine..

    • Prepaid Plan Data 

      The Data for Prepaid Service shall depend on the Prepaid Plan which you have purchased. This Data cannot be amended or increased by purchasing another Prepaid Plan on top.

      If your Data has exceeded, you will be automatically disconnected from the Prepaid Service.

      You will only be allowed to access the Prepaid Service again once you have purchased another Prepaid Plan or use another valid Prepaid Service PIN Code.

    • Prepaid Plan Validity Period

      You can only obtain the PIN Code though the link found in the Prepaid Service option. You will have to select a Prepaid Plan and enter the information required. After clicking ‘Purchase Now’ you will be directed to a payment gateway to confirm your purchase.

      Once this PIN Code is provided, it shall be your responsibility to keep it safe from being used by other users.

      A PIN code cannot be used concurrently with other devices to access the Prepaid Service.

    • PIN Code Generation – Scratch Card

      Lightly scratch off the protective ink to reveal the PIN Code.

      A PIN code cannot be used concurrently with other devices to access the Prepaid Service.

    • PIN Code Validity

      Upon your successful purchase of the Prepaid Plan, the PIN Code generated shall remain valid for six (6) months. Beyond the six (6) month, your PIN Code will no longer be valid for use. This applies to all PIN code generated.

    • Bandwidth

      The capability of the Bandwidth for the Prepaid Service shall be based on a best-effort basis. 

    • Logout

      You may logout at any time during your use of the Prepaid Service. In order to use the Prepaid Service again, you will have to re-enter a valid PIN Code.

       

imagine WiFi Zones

The imagine WiFi Zones are locations are located at specified locations only. For information on imagine WiFi Zones, please visit our imagine website at https://www.imagine.com.bn.

 

Obligations of the Customer

Any activities conducted online through the imagine WiFi Service shall not violate any applicable law or regulation or the rights of imagine or any third party. imagine will cooperate fully with law enforcement upon receipt of notice that use of the imagine WiFi Service by the Customer is in violation of any applicable law. If you are unsure whether your use of the imagine WiFi Service and activities conducted online may violate these Terms of Use, you are advised to cease the activity immediately.

Examples of prohibited activities include, but are not limited to:

1. Spamming and invasion of privacy;

2. Intellectual property right violations;

3. Obscene or indecent speech or materials;

4. Defamatory or abusive language;

5. Forging of headers;

6. Hacking, scans, or other subversive information gathering activity;

7. Distribution of internet viruses, trojan horses, or other destructive activities;

8. Facilitating a violation of this Terms of Use;

9. Resale of the imagine WiFi Service.

Access to the imagine WiFi Service may be denied, blocked, suspended, or terminated by imagine at any time for any reason including, but not limited to, violation of these Terms of Use, actions that may lead to liability for imagine, disruption of access to other guests or networks, and violation of applicable laws or regulations. Use of the imagine WiFi Service shall not be construed as creating a relationship of any kind between imagine and any user of the imagine WiFi Service.

 

General

You further acknowledge that:

1. The imagine WiFi Service may susceptible to interruption and errors;

2. Viruses or other harmful applications may be transmitted through the imagine WiFi Service;

3. You must ensure your device is adequately protected. imagine does not guarantee the security of the imagine WiFi Service and unauthorized third parties may access your computer or files or otherwise monitor your connection;

4. The imagine WiFi Service is provided “as is” and on an “as available” basis, without warranties of any kind, whatsoever; and

5. You assume all risk associated with your activities conducted online through the imagine WiFi Service, as well as all liability and damages incurred by yourself, imagine, or a third party that arise or result from your online activities through the imagine WiFi Service, whether known or unknown at the time of use. 

 

imagine’s General Terms and Conditions for Services

The Customer shall be bound by and shall fully observe and comply with the Terms of Use including imagine’s General Terms and Conditions for Services as well as such other specific terms and conditions as may be agreed or accepted by the Customer. The rights and protections conferred on imagine under the terms of use shall be additional to the rights and protections conferred on imagine under the imagine’s General Terms and Conditions for Services and any other terms and conditions agreed or accepted by the Customer.

Customer Service Contact

For any further information in relation to the imagine WiFi Service, the Customer can visit the imagine website at https://www.imagine.com.bn or call our Customer Care Center by dialing 111 and/or visit any of imagine’s Centres near you.

Fair Usage Policy & Throttle Policy

  • 1.

    Why Fair Usage Policy Exists?

    • a.
      This Fair Usage Policy (FUP) exist with an objective to follow general best practices of internet service providers as well as to ensure the quality of our internet services are fair to all users.
    • b.
      This FUP will be applicable to our data related Services (e.g. Broadband and Mobile) and the Customers using our Services including its continued use, will be subject to the FUP. Hence why the FUP is mentioned in our Specific Terms and Conditions as it is intended to form part of the terms and conditions of our Services.
    • c.
      It is important that Customers of imagine are aware and understand the subscription plan upon signing up. Because, e.g. our Data-Based plans when exceeded will experience slowdown in accordance to our Throttle Policy. And if you are on our Unlimited Plan(s), you will be subjected to our FUP only if you behave a certain way. More is explained below.

      Important note: Customers may opt to purchase any of our affordable and flexible top-ups or boosters to continue to enjoy uninterrupted internet access according to their subscribed bandwidth unless otherwise stated.
  • 2.

    FUP for Unlimited Plan(s)

    In essence, if you are on our Unlimited Plan(s), you may enjoy uninterrupted access and speeds without worry and there are no data caps for usage. However, when your use is found to be exhibiting extraordinary abuse as compared to other Unlimited Plan(s) users, such as when it:

    - exceeds levels that can be detrimental to the community’s experience or network performance;
    - used for commercial or business purposes (including reselling) without the acknowledgment of imagine Sdn. Bhd;
    - used for Illegal purposes or unlawful activities;

    not limited to any of the above, Imagine reserves the right to take the necessary actions and moderate your use so it is fair for others within the community and to protect the network performance. This applies to all our Residential Plans as well as Business/ Corporate Plans.

  • 3.

    Is there notification provided by imagine if ever I reach certain levels of data use?

    Unless you are on our Unlimited Plans or while using Boosters with unlimited capability, both the Broadband and Mobile Plans or any other data related services made available by imagine, the company will provide notification to customers (either via SMS or e-mail) on your usage in particular when you reach 90% utilisation and thereon 100% utilisation.

    Important note: If you wish to check your usage and the remaining balance of your account, we recommend for you to check them via our imagineMobile application and imagineBroadband application. You may also do this via calling our Talk2Us at 111 or simply visit any of our imagine business centers.

  • 4.

    Breach of this FUP?

    In respect to all subscribers who are enjoying services with imagine, should you be in violation of this FUP, imagine will take the necessary actions including legal or otherwise.

    Imagine as a registered business entity in Brunei Darussalam is subject to the laws and regulations of Brunei Darussalam. When asked to cooperate with the necessary law enforcement and/or regulatory body in respect of any investigations for any violation of laws within or outside of Brunei Darussalam, we may disclose all necessary information pursuant to our General Terms and Conditions of Services.

  • 5.

    The Throttle Policy [for Data-based Plans and our Value Added Services (VAS)]

    In the event that a customer of a Data-based Plan exceeds their Allocated Data Quota or goes beyond the specified allowance of their VAS (e.g. time-bound allowance), imagine reserves the right to regulate your service. How we will regulate all Data-based Plan will be explained in the below ‘Throttle Policy’:

    imagine Broadband Service
    Residential Plans Throttle Policy
    Data-Based Plans
    1. 512Kbps for Browsing
    2. 512Kbps for Streaming Media; Facebook; Youtube; Gaming; File Sharing Applications; Downloads; Social Media; App Markets; Instant Messaging & VoIP
    High Speed Data Plans
    1. 512Kbps for Browsing
    2. 512Kbps for Streaming Media; Facebook; Youtube; Gaming; File Sharing Applications; Downloads; Social Media; App Markets; Instant Messaging & VoIP
    Business Plans Throttle Policy
    Data-Based Plans
    1. 512Kbps for Browsing
    2. 512Kbps for Streaming Media; Facebook; Youtube; Gaming; File Sharing Applications; Downloads; Social Media; App Markets; Instant Messaging & VoIP
    Residential & SME (Sole Prop and Partnership) [New Plans] Fair Usage Policy
    Data Based Plans
    1. 512Kbps for Browsing
    2. 512Kbps for Streaming Media; Facebook; Youtube; Gaming; File Sharing Applications; Downloads; Social Media; App Markets; Instant Messaging & VoIP
    High Speed Data Based Plans
    1. 512Kbps for Browsing
    2. 512Kbps for Streaming Media; Facebook; Youtube; Gaming; File Sharing Applications; Downloads; Social Media; App Markets; Instant Messaging & VoIP
    imagine Mobile Service
    Postpaid Plans & Prepaid Plans Throttle Policy
    Unlimited Booster – Unlimited 1 Day Pass
    1. 512Kbps for Browsing
    2. 512Kbps for Streaming Media; Facebook; Youtube; Gaming; File Sharing Applications; Downloads; Social Media; App Markets; Instant Messaging & VoIP
    Daily Cap
    1. 512Kbps for Browsing
    2. 512Kbps for Streaming Media; Facebook; Youtube; Gaming; File Sharing Applications; Downloads; Social Media; App Markets; Instant Messaging & VoIP

    In short, you pay for what you intend to use (i.e. your Data-based Plan/subscription). Once you use all your Allocated Data Quota, we will regulate your subscribed bandwidth based on the above speeds. Notice that we only slow your subscribed bandwidth based on the above, but you will still have access and may enjoy the Internet service.

    Important note:
    1. If you require further details of the workings of the FUP, simply call Customer Experience Center 111.
    2. The above FUP may be amended from time to time to meet the needs/demands of imagine Customers.

 

Device Warranty Policy

The below terms are subject to final review and interpretation of Imagine’s device supplier. Device Warranty Policy may not be applicable to certain devices as provided/sold by IMAGINE SDN. BHD.

  • 1.
    Service Terms
      • 1.1
        A 2 years warranty from date of purchase is applicable, where within 24 months from date of purchase, in the event that performance failure occurs from normal use, consumer can claim for maintenance. This includes but may not be limited to the battery of the device.
      • 1.2
        The software is a lifetime warranty.
      • 1.3
        A 7 days warranty for exchanging a device in case of any defect or quality problem (non-human factors) detected by the end user which can be replaced with new product with same model and same color.
      • 1.4
        6 months warranty for accessories such as charger, data cable and earphone from date of purchase. The warranty does not cover the other accessories that comes with the product (for instance: the user manual, warranty card and etc).
      • 1.5
        This warranty is only valid for the device sold by IMAGINE SDN. BHD.
  • 2.
    Warranty Instructions and Conditions
      • Customer’s warranty is only valid under normal use of their device. All man-made damages and any of the following conditions are considered to be out of free warranty, but a repair can be still implemented at customer’s own cost:
      • 2.1
        Expiry: The warranty period has expired
      • 2.2
        Man-made damages: Damages caused by human factors; including damages caused by usage under improper operating environment and the failure to the user manual
      • 2.3
        Device modifications: The customer disassembles, repairs or modifies the device without the supplier’s authorization, or has it repaired shop that is not included within the supplier’s approved repair network
      • 2.4
        Force Majeure: Damage caused by a force majeure event (such as floods, fires, earthquakes and lightning)
      • 2.5
        Mismatch of device and serial IDs: The user is unable to provide the warranty card and valid proof of purchase or the product model and serial ID do not match or are altered.
      • 2.6
        Wear and tear: Natural wear and tear of the product (such as casing, keypad, display screen, antenna, and other accessories)
      • 2.7
        Damage by customer: Faults, damages or defects not caused by the IMAGINE SDN. BHD or the authorized supplier.
      • 2.8
        Unclear warranty/ serial IDs: Serial IDs and warranty labels are damaged and unrecognizable.
      • 2.9
        Device replacement: Within 7 days from date of purchase, if customer notice the device is not working, customer can request for a replacement of device. This request will only be granted once Vicom Enterprise assess the device and verify that the device is eligible for replacement.
  • 3.
    After Sales Service Support
      • 3.1
        Customer who has purchased items from Imagine has the option to either:

        Option 1
        Drop off/ Collect their device Imagine Citis Square or Panaga (or other specified locations)
        Or
        Option 2
        Directly visit ‘Vicom Service Centre’ address below:
        Vicom Enterprise
        Unit 07 & 08, 1st Floor, Block A
        Little Soho, Spg 73-5-8, Jalan Batu Bersurat
        Kg Pangkalan Gadong, BE3719, Brunei Darussalam
      • 3.2
        If the product requires repair due to water/ human factor damages, customer needs to sign a repair agreement form with Vicom Enterprise.
      • 3.3
        All components, parts and accessories replaced during the warranty period shall become the property Vicom Enterprise
  • 4.
    Device Warranty
      • 4.1
        IMAGINE SDN. BHD reserves the right at any time in its absolute, sole discretion, notwithstanding anything in this warranty policy to cancel or make amendment(s) to them.
      • 4.2
        IMAGINE SDN. BHD reserves the right to alter warranty policy at any time without prior notice.