TERMS & CONDITIONS
PRIVACY POLICY

2.1 To subscribe to tone wow's Services, a Customer must:

-Be at least 12 years of  age (with parental consent if under 18)
-Possess legal capacity  to enter into a binding contract under Malaysian law
-Complete registration through authorized tone wow channels, appointed dealers, or   mobile application

2.2 In accordance with MCMC's Guidelines on Prepaid Registration, tone wow shall:

- Collect and verify personal identification documents
- Limit each individual to a maximum of five (5) active prepaid SIM cards across each   service provider
- Deny activation where identity information is incomplete, inaccurate, or unverifiable

2.3 tone wow may at its discretion:

- Refuse service based on incomplete documentation, regulatory concerns, or misuse
- Terminate services in     the event of non-compliance with identity verification requirements    or any breach of registration guidelines
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3.1 Upon successful registration, tone wow shall provision mobile telephony services ("Services") using SIM technology on the CelcomDigi Berhad network infrastructure.

3.2 Subscriber acknowledges:
- That Services are   contingent upon the quality, coverage, and availability of the underlying    host network
- That mobile equipment must be compatible with GSM/UMTS/LTE/5G standards and    support required features (e.g., VoLTE, 4G, 5G band specifications)

3.3 Subscriber shall:
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- Use Services in a lawful, ethical and non-abusive manner
- Prevent unauthorized use or tampering with SIM card and mobile number
- Immediately report loss, theft or compromise of SIM or device

3.4 Subscriber undertakes not to:
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- Disseminate content that violates civil or criminal laws
- Use Services for criminal activities, fraud, or network manipulation
- Permit use of their account/SIM to third parties without authorization

tone wow reserves the right to suspend or restrict Services if usage jeopardizes network integrity or violates applicable laws.
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4.1 tone wow enforces a Fair Usage Policy to ensure equitable access and prevent network abuse.

4.2 Voice and SMS Services:

- Unlimited voice and SMS plans are intended solely for individual personal use.
- Usage exceeding 3,000 voice minutes per month may be flagged for review.
- Automated or commercial usage constitutes breach of this clause.

4.3 Data Services:

- High-volume data plans may include soft usage caps or throttling thresholds as disclosed in    SSTC
- tone wow reserves the right to restrict access to certain applications (e.g. peer-to-peer or       high-bandwidth services) upon breach of FUP

4.4 Enforcement Mechanisms:

- Usage monitoring  through automated systems
- SMS or app-based warnings
- Transition to pay-per-use rates or suspension
- Permanent termination upon repeated abuse

tone wow’s FUP is implemented consistent with MCMC's Consumer Codes and Network Integrity Framework.
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Subscribers shall not use Services for:

- Transmission of bulk messages, SMS spamming, call blasting or automated    communications
- Server hosting, torrenting, or persistent file-sharing
- Tethering or hotspot usage that exceeds personal consumption norms
- Any activity violating intellectual property rights (e.g. copyright infringement, trademark       misuse)
- Distribution of unlawful, obscene, defamatory, or threatening content
- Any action constituting harassment, misrepresentation or breach of privacy
- Publishing defamatory, infringing, obscene or other unlawful material
- Connection with the infringement of copyright, patent, trademark, trade secret or other       proprietary rights of any third party
- Any unlawful purposes or purposes against public interest, public order or national   harmony

Breach of this clause may result in immediateaccount suspension, cancellation, forfeiture of credits, and reporting torelevant enforcement agencies.
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6.1 tone wow maintains real-time monitoring systems to detect anomalies in usage patterns.

6.2 Subscribers approaching FUP or exhibiting prohibited conduct may be notified through:
- SMS alerts
- Mobile app notifications
- Calls from Customer Care

6.3 tone wow shall take enforcement actions basedon severity, including:

- Speed throttling
- Temporary suspension
- Revocation of promotional benefits
- Blacklisting from future registration

Subscribers remain responsible for all usage occurring under their account, including third-party misuse arising from negligence.
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7.1 tone wow's policies shall be made publicly accessible via www.tonewow.com

7.2 Subscribers will be notified of material changes to:
- Tariffs and charges
- Service structures or technology platforms
- Regulatory disclosures mandated by MCMC or other authorities

7.3 Notification may occur via:
- SMS
- Email
- In-app messages
- Public notices on official website and or social media

Subscribers are deemed to have accepted suchchanges by continuing to use the Services. Any updates shall be reflected in this GTC and shall be deemed as notified to the Subscriber accordingly.
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8.1 tone wow is a data controller under thePersonal Data Protection Act (PDPA) 2010 and Amendment Act 2024, and is fully committed to safe guarding subscriber’s personal data.

8.2 Key PDPA compliance measures include:
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- Appointment of a Data Protection Officer (DPO)
- Explicit consent collection for use of biometric and sensitive personal data
- Notification to the Personal Data Protection Commissioner upon data breach
- Right of data subjects to:    
     > Access to their personal data  
     > Correct inaccuracies
     > Withdraw  consent
     > Exercise  data portability rights

8.3 tone wow ensures that all processing andstorage of personal data complies with:
- Security Principle (Section 9 of PDPA)
- MCMC's Data Retention and Anonymization Guidelines
- Internal policies on access control, encryption and third-party processor agreements.

8.4 Disclaimer for Cybersecurity Breaches

While tone wow implements reasonable securitymeasures in accordance with the Personal Data Protection Act 2010 (as amended in 2024) and MCMC's Data Protection Guidelines,
tone wow shall not be liablefor any loss, damage, or unauthorized access resulting from cyberattacks, hacking, malware, phishing, or interception by third parties. Subscribers are advised to take appropriate precautions including device-level security and password hygiene.

A full Privacy Notice is available at www.tonewow.com/privacy-policy
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9.1 tone wow delivers Services as an MVNO (MobileVirtual Network Operator) utilizing the licensed infrastructure of CelcomDigi Berhad, including radio access networks and core switching systems.

9.2 While tone wow endeavours to provide consistentand high-quality services, Subscribers acknowledge that network availability and service performance are subject to various external factors, including:
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- Geographic limitations (e.g. remote, forested or mountainous areas)
- Network congestion due to high user density
- Adverse weather conditions
- Scheduled or unscheduled network maintenance or upgrades
- Limitations inherent in device compatibility or subscriber equipment

9.3 tone wow does not warrant:
- Continuous or uninterrupted service delivery
- Specific data transfer rates or latency thresholds
- Error-free access or connectivity in all areas
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9.4 Service-Level Agreements (SLAs) are notprovided on a retail basis unless specified under separate commercial contractsor enterprise packages.

tone wow shall not be liable for degradation ofservice or temporary loss of connectivity resulting from the aforementionedconditions.

10.1 tone wow operates on a prepaid billing model, whereby Subscribers are required to maintain sufficient credit balance to access Services.

10.2 Tariffs and charges for Services, including but not limited to:
- Voice calls (on-net/off-net/local/International)
- SMS and MMS messages
- Mobile internet and data plans
- Value-added services (VAS) and content purchases

shall be published at www.tonewow.com and updated periodically in compliance with pricing transparency directives under Consumer Protection (Pricing) Regulations 1993.


10.3 All charges shall be:
- Denominated in Malaysian Ringgit (RM)
- Subject to applicable Sales and Service Tax (SST) and regulatory levies imposed under    relevant law
- Inclusive or exclusive of promotional discounts, rebates, or bundled pricing as specified in   SSTC

10.4 Subscribers shall utilize authorized paymentchannels including tone wow physical dealers, mobile applications, onlinepayment gateways, and designated reload agents.

10.5 Billing Issues and Disputes:
- Any discrepancies in billing must be reported to tone wow Customer Support within seven   (7) working days from the date of transaction
- Failure to do so may result in the waiver of dispute rights
- tone wow may request supporting documents or digital evidence for dispute verification

10.6 Billing Errors Liability Cap
In the event of any verified billing error, tonewow’s liability shall be strictly limited to the amount erroneously charged andsuccessfully disputed by the Subscriber. No consequential, indirect, orpunitive damages shall be payable. This clause shall be read in conjunctionwith Clause 23 (Limitation of Liability) and Clause 10.5 (Billing Issues andDisputes).

10.7 Non-payment or expired prepaid credit may result in:
- Temporary suspension of Services
- Termination of promotional entitlements
- Deactivation of SIM and forfeiture of unused credits
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11.1 The WOW Mobile Community Program("WOW") is managed by tone wow Sdn Bhd and promoted by Tone Excel International Sdn Bhd ("TONE EXCEL") and Tone Plus Sdn Bhd("TONE PLUS").

11.2 WOW Members are granted access to:
- CelcomDigi Services provided by CelcomDigi Berhad
- Additional value-added services and promotional benefits
- tone wow Membership Management System (TWMMS)
- tone wow Mobile Application

11.3 Membership Requirements:
- Minimum age of 12 years
- Completion of accurate registration information
- Agreement to be bound by all applicable terms and conditions

11.4 Member Obligations:
- Update registration information when changes occur
- Bear responsibility for all charges incurred for WOW Membership and CelcomDigi Services
- Fully indemnify tone wow, Tone Excel, Tone Plus and CelcomDigi for any fraud,   misrepresentation, or unauthorized usage
- View and listen to advertisements to enable continued provision of attractive packages
- Allow access to account information for service provision
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12.1 CelcomDigi Services are provided by CelcomDigi Berhad and include voice, data, SMS and other features as available on www.celcomdigi.com

12.2 CelcomDigi Services are subject to:
- CelcomDigi's Terms and Conditions available at https://www.celcomdigi.com/terms-  conditions/general
- In case of conflict between these terms and CelcomDigi Terms regarding CelcomDigi   Services, CelcomDigi Terms shall prevail

12.3 CelcomDigi Services are offered on an "as is" and "as available" basis with no warranties of any kind.
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13.1 tone wow is not responsible for third-party services or products accessed through the Services.

13.2 tone wow reserves the right to changethird-party service providers, which may require:
- Compliance with new provider's terms and conditions
- SIM card changes or device configuration (charges may apply)
- Potential service interruptions (minimized where possible)
- Number portability where applicable

13.3 Members who opt not to change to new serviceproviders may face:
- Termination of membership
- Forfeiture of all benefits and incentives
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14.1 The Code governs all tone wow Members' conduct and includes:

‍Definitions:
- Party selling: Product explanation and demonstration to prospective customers
- Recruiting: Activities to induce others to become tone wow Members Selling: All activities   from customer contact to payment collection

‍Consumer Relations:
- Immediate and truthful identification to customers
- Accurate and complete product information
- Proper investigation and resolution of complaints
- Adherence to highest ethical standards

‍Recruiting Standards:
- Use of highest ethical standards in recruitment
- Truthful and complete information to prospects
- No unverifiable statements or unfulfillable promises
- Compensation tied to ultimate sales, not solely recruitment

‍Referral Selling:
- No inducement based on uncertain future recoveries
- No unreasonably high financial advantages for referrals
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15.1 tone wow Branches,Service Centres, and Junior Centres as well as Business Partners are subject to:

‍Non-Competition (12 months after termination):
- Cannot act as agent/distributor for competing businesses
- Cannot offer similar products or services
- Cannot transfer rights without written consent

‍Non-Solicitation (12 months after termination):
- Cannot solicit business from other tone wow entities
- Cannot recruit other tone wow members or staff
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16.1 All intellectual property ("IP")including:
- Trademarks, service marks, logos and brand assets
- tone wow website content, mobile applications and portal designs
- Software, algorithms, business methods and backend systems
- Marketing materials, user guides, and visual assets

are the exclusive property of tone wow Sdn Bhd, its affiliates, or duly licensed third-party providers.

16.2 Subscribers agree not to:
- Copy, modify, distribute or publicly display tone wow IP without prior written consent
- Reverse-engineer, decompile, or tamper with proprietary software or digital interfaces
- Use tone wow's branding or logos for commercial purposes without authorization

16.3 Any unauthorized use, infringement, ormisrepresentation may result in legal proceedings and termination of serviceaccess. Breach of this clause may also result in enforcement of rights under the Copyright Act 1987, Trade Marks Act 2019, and relevant civil remedies.
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17.1 tone wow may suspend or terminate Services,either temporarily or permanently, under any of the following circumstances:
- Breach of these General Terms or applicable SSTC
- Violation of Fair Usage Policy or Prohibited Use clauses
- Non-compliance with regulatory directives from MCMC or enforcement agencies
- Fraudulent activities including SIM cloning, identity theft or misuse of network services
- Prolonged account inactivity or failure to maintain minimum balance (per SSTC)

17.2 Subscribers may voluntarily terminate their subscription by: Porting to another service provider under Mobile Number Portability (MNP) guidelines.

17.3 Consequences of termination include:
- Immediate cessation of services;
- Forfeiture of remaining prepaid balance unless otherwise stated;
- Settlement of all outstanding dues and contractual liabilities;
- Forfeiture of all or any commission and all other benefits.

17.4 tone wow reserves the right to denyreactivation or re-registration to Subscribers who were previously terminatedfor breach or fraud.
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18.1 In the event of disputes or claims arising under this Agreement, the parties shall first attempt to resolve the matter through informal negotiation.

18.2 If unresolved, either party may escalate the matter to:
- Malaysian Communications and Multimedia Commission (MCMC) under its Consumer   Complaints framework
- Tribunal for Consumer Claims Malaysia, as prescribed under Consumer Protection Act 1999
- Arbitration under the Arbitration Act 2005, if mutually agreed

18.3 This Agreement shall be governed by andinterpreted in accordance with the laws of Malaysia. All legal proceedingsshall be subject to the exclusive jurisdiction of courts in Malaysia. tone wow shallcooperate with enforcement agencies where required and maintain audit trails ofservice-related activity subject to statutory retention periods.
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19.1 tone wow shall maintain a dedicated Customer Care function responsible for:
- Managing inquiries, technical support, and dispute handling
- Resolving complaints in - accordance with MCMC's General Consumer Code (GCC)
- Providing assistance for MNP, account updates, and service features

19.2 Subscribers may contact Customer Care via:
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Tel: +601159000969  (8.00am – 8.00pm Daily)
WhatsApp: +01170799699 (8.00am – 8.00pm Daily)
Email: support@tonewow.net
Live Chat/App Support: Accessible through TONE WOW portal or mobile application
Enquiry Form: Available at www.tonewow.com

19.3 tone wow endeavours to respond within three (3) to five (5) business days, subject to case complexity and regulatory reporting obligations.
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20.1 tone wow is committed to conducting business with integrity and in compliance with all applicable anti-bribery and anti-corruption laws, including the Malaysian Anti-Corruption Commission Act 2009 (Act 694) and any subsequent amendments.

20.2 Subscribers shall not, directly or indirectly:
- Offer, promise, give, solicit or accept any undue advantage or gratification in connection    with their use of the Services
- Induce or be induced into any corrupt practice related to tone wow's agents, employees, or    service delivery

20.3 tone wow maintains internal compliance controls and reserves the right to:
- Terminate services or contracts without notice upon reasonable suspicion of corruption or    bribery
- Cooperate with law enforcement and regulatory authorities in investigations involving anti-   corruption breaches

20.4 All tone wow employees and representatives are bound by internal anti-bribery codes of conduct and whistleblower mechanisms.
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21.1 The Subscriber agrees to fully indemnify, defend and hold harmless tone wow, its parent company, subsidiaries, affiliates, officers, agents, employees, licensors and partners from and against all losses, claims, damages, liabilities, judgments, penalties, fines, costs and expenses (including reasonable legal fees), arising out of or relating to:
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- Breach of the Subscriber's obligations under this Agreement
- Unauthorized use or misuse of tone wow's Services or systems
- Violation of applicable law, regulation, or third-party rights (including intellectual property    rights)
- Transmission of harmful, illegal or infringing content via tone wow Services

21.2 The Subscriber's indemnification obligations shall survive the termination or expiration of the Agreement.
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22.1 To the maximum extent permitted by applicablelaw, tone wow shall not be liable for:

- Any indirect, incidental, special, consequential or punitive damages, including loss of profits,    data, business opportunity, good will or anticipated savings
- Personal injury or property damage arising from use or inability to use the Services
- Any delay, interruption, corruption, security breach, or data loss caused by network failure,    third-party content, or force majeure
- Matters beyond control such as act of God, regulatory mandate, war, emergency, strike,    accident, fire, lightning, equipment failure
- Any act, omission, error, default or negligence by business partners Unauthorized access or    usage by third parties
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22.2 tone wow's total aggregate liability arisingfrom or related to this Agreement (whether in contract, tort, negligence,strict liability, statute or otherwise) shall not exceed:
- The sum of RM500.00, or
- The aggregate amount paid by the Subscriber in the three months preceding the claim,    whichever is lower

22.3 No liability shall arise where:
- The Subscriber's conduct contributes to the loss or damage
- The claim is based on unsupported or fraudulent evidence

22.4 These limitations apply notwithstandingfailure of essential purpose of any limited remedy and regardless of the formof action.

22.5 tone wow shall not be liable to provide any refunds, rebates, or compensation for service interruptions, suspensions, downtime, or degradation of service quality, except where expressly required under applicable Malaysian law, including the Consumer Protection Act 1999 or directives issued by MCMC. Subscribers acknowledge that service availability is subject to network conditions and external factors beyond tone wow's control.
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 23.1 This Agreement constitutes the entire understanding between Subscriber and tone wow and supersedes any prior representations or communications not expressly incorporated herein.

23.2 If any provision of this Agreement is held tobe invalid or unenforceable, such provision shall be severed, and the remainder shall continue in full force.

23.3 No waiver of any provision shall be deemed a waiver of any other provision, nor shall a waiver constitute a continuing waiver.

23.4 tone wow's failure to enforce any right or provision shall not constitute a waiver of such right or provision.

23.5 This Agreement is governed by the laws of Malaysia and subject to change without prior notice at tone wow's discretion.

23.6 This Agreement is executed in both the English language and Bahasa Malaysia. In the event of any inconsistency, ambiguity, ordispute arising from the interpretation or construction of the provisions herein between the English version and the Bahasa Malaysia version, the English version shall prevail and be deemed conclusive for all purposes, including but not limited to enforcement, regulatory compliance, and dispute resolution.
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