PLEASE READ CAREFULLY THE FOLLOWING TERMS AND CONDITIONS BEFORE SIGNING UP FOR THE INTERNET SERVICE. BY INDICATING YOUR ACCEPTANCE OF THE TERMS AND CONDITIONS STATED HEREIN, YOU HEREBY ACKNOWLEDGE AND AGREE TO BE BOUND BY ALL THE FOLLOWING TERMS AND CONDITIONS FOR THE USE OF INTERNET SERVICE DELIVERED BY RATE ONE FIBER BROADBAND. RATE ONE FIBER BROADBAND RESERVES THE RIGHT TO UPDATE OR REVISE THESE TERMS AND CONDITIONS AT ANY TIME. NOTICE OF REVISIONS AND/OR MODIFICATIONS MAY OR MAY NOT BE GIVEN BY RATE ONE FIBER BROADBAND IN ANY MANNER DEEMED FIT AND APPROPRIATE. YOUR CONTINUED USE OF THE SERVICES AFTER ANY REVISION AND/OR MODIFICATION TO THE TERMS AND CONDITIONS CONSTITUTES ACCEPTANCE OF THE CHANGES OR REVISIONS TO THESE TERMS AND CONDITIONS. YOU ARE REQUIRED TO REGULARLY VISIT THE PUBLISHED WEBSITE FOR THE LATEST PROMOTIONS, ANNOUNCEMENTS, AND TERMS AND CONDITIONS. IN THE EVENT THE CONTENTS OF THIS AGREEMENT ARE NOT INCLUDED, RATE ONE FIBER BROADBAND RESERVES ALL RIGHTS TO ALTER THE AGREEMENT CLAUSES WITHOUT PRIOR NOTICE VIA EMAIL, WHATSAPP, SMS, OR ANY OTHER COMMUNICATION MEANS.
1. Definitions and Interpretation
“Application Form” means this application form and all the terms and conditions and/or any appendices, annexures or attachments annexed or attached to the Application Form shall form and be construed as integral part of the Application Form;
“Cardholder” means the lawful and authorized user of the card whose name is embossed thereon and whose signature appears on the card;
“Customer” means a natural person above the age of 18 years who can form legally binding agreements under the applicable laws and shall include any other person as determined by RATE ONE FIBER BROADBAND and shall include his or her heirs, personal representatives, executors, administrators and permitted assign and is synonymous with the term “applicant” wherever used in this Application Form;
“Force Majeure events” means any event or combination of events which is beyond the control of the parties including but not limited to Acts of God, insurrection of civil disorder, riots, war or military operations, strike, national or local emergency, declaration of sporadic, endemic, epidemic or pandemic of disease by the authority or other competent authority, regulations or control imposed by any Act of Parliament, decision, directive, acts or omissions of government or other competent authority, electricity or power failure, cable cut, connectivity outage, fire, explosion, flood, lockout and government order on the restriction of movement or restriction of trade or business activities;
“Installation Address” means the address specified by the customer in this Application Form where the internet service will be installed;
Headings are inserted for convenience only and shall not affect the construction of this Application Form.
Singular words include the plural and vice versa.
Words denoting natural persons include bodies corporate, partnerships, sole proprietorship, joint ventures and trusts.
The expression “him” or “her” or any other expressions appear herein shall be deemed to include the masculine, feminine, plural thereof where the context so admits.
The expression “Ringgit Malaysia” and the abbreviation “RM” shall mean the lawful currency of Malaysia. If a currency other than Ringgit Malaysia is used, the words used to describe that foreign currency or the symbol used shall be construed as the lawful currency of that country.
2. Subscription
i. The customer acknowledges and agrees that they are fully responsible for their internet subscription package, including its minimum commitment duration and the obligation to select a package that corresponds to the length of their stay at the installation address. In the event of early termination prior to the minimum commitment period, the customer shall be liable to pay a termination penalty or any costs incurred. The Company shall not be responsible for any loss or dispute arising from the customer’s subscription, and the customer waives any right to make a claim or take legal action against the Company arising from such losses.
ii. The customer hereby acknowledges and assumes full responsibility for compliance with the eligibility criteria outlined in the Youth Free Internet Promotion Package, which is exclusively accessible to individuals falling within the Qualified Age Range of 18 to 30 years old during the sign-up process. Any endeavor to mislead or furnish false information concerning the actual age during the sign-up period may lead to RATE ONE FIBER BROADBAND retaining the absolute right to modify the package to the price stipulated in the General Promotion Package without providing prior notice.
iii. The customer acknowledges that, concerning the General Promotion Package and Youth Free Internet Promotion Package, the option to transition to an alternative package with a higher monthly subscription fee is permissible. However, downgrading to a package with a lower monthly subscription fee is only allowable within the 3 months preceding the expiration of the existing contract, and is subject to final approval from RATE ONE FIBER BROADBAND.
iv. For non-property owners or tenants, it is highly advised to select a 6-month minimum commitment contract period package. No revisions to the initially chosen package, as agreed upon and signed on the application form, will be permitted. The onus is on the customer to diligently assess and select the suitable package.
3. Application for the service
i. Upon submission of the Application Form by the customer to RATE ONE FIBER BROADBAND, the customer shall ensure that all information and documents submitted to RATE ONE FIBER BROADBAND are true, accurate, current, not misleading, valid and complete. The customer shall notify RATE ONE FIBER BROADBAND of any updates or changes to such information promptly in the event of any changes.
ii. The customer warrants and represents that they are at least eighteen (18) years old at the time of submitting their application and possess the legal capacity to enter into a binding contractual agreement. By agreeing to these terms and conditions, the customer confirms that they are not under any legal disability, including but not limited to mental incapacity or bankruptcy, which would prevent them from entering into such an agreement. The customer acknowledges that any misrepresentation of their age or legal capacity shall constitute a breach of this agreement, and RATE ONE FIBER BROADBAND reserves the right to terminate the agreement and pursue legal action if such misrepresentation is discovered.
iii. Any application made on behalf of or representing someone else, the applicant shall be fully responsible for bearing all the consequences associated with such application, including compliance with all the terms and conditions set forth by Rate One Fiber Broadband.
4. Fees
i. The fees shall be continuously chargeable and payable by the customer upon connectivity of the internet access for the internet service to the customer’s equipment or device(s) regardless of the usage.
ii. RATE ONE FIBER BROADBAND is not responsible nor be held liable to the customer for any claims, demands, losses or damage suffered due to any restriction, interruption, disconnection or suspension of the internet services for any reason whatsoever, whether or not within its control, including but not limited to the failure of power, Force Majeure events, national emergency, technical necessity, operational reason(s), acts of third parties etc. The customer shall remain responsible for and must pay all fees to RATE ONE FIBER BROADBAND during the period of restriction, interruption, suspension, or loss of the service as and when the invoice is due and outstanding.
iii. In the event RATE ONE FIBER BROADBAND’s authorized personnel or technician is called upon to attend for physical on-site inspection or service at the customer’s premise, RATE ONE FIBER BROADBAND reserves all right to impose a minimum sum of Ringgit Malaysia Fifty (RM50.00) for the physical on-site visit if the fault, error or malfunction is found to be not attributable to any of RATE ONE FIBER BROADBAND’s equipment, device(s) or networks, such as factory reset, broken fiber cable or fiber connector or customer devices issue. If the service staff / technician’s service is performed after normal office hours, an additional charge for the sum of Ringgit Malaysia Fifty (RM50.00) shall be imposed against the customer and the performance of service after normal office hours subject to the technician’s availability.
iv. For the purpose of ensuring that the customer continuously receives the invoice for the subscription of the internet service, the customer shall be fully responsible to ensure the accuracy and validity of the billing address, email address and mobile number as provided in the Application Form and shall notify RATE ONE FIBER BROADBAND in the event of any changes to the aforesaid information.
v. In the event the customer is using an auto-debit payment service, the customer agrees to be bound by any rules that the card issuer requires for any pre-authorized debit or credit card transactions. The customer shall be fully responsible for all fees charged by the card issuer or financial institution associated with or in connection with using the auto-debit payment service. The customer must ensure at all times that they are the lawful and authorized holder of the card, or if the card is in the name of a third party, the customer confirms and undertakes that the cardholder has authorized them to use the card for the purpose of the auto-debit payment service. The customer shall also ensure that the card is valid, has not been suspended or terminated, and has not expired throughout the duration of the use of the card for the subscription of the service. It is the customer’s responsibility to ensure that the card is valid and creditable at all times, and to update Rate One Fiber Broadband if a new replacement card is required.
vi. In the event that the customer’s account is suspended or has outstanding fees during the minimum commitment contract period, and the customer returns the modem, the fees associated with the account, including any fees or charges incurred during the suspension or outstanding balance period, will still apply to the customer. The customer is responsible for fulfilling the terms and conditions of the minimum commitment contract, as outlined by Rate One Fiber Broadband, regardless of whether the customer is able to use the internet service or not. This may include paying any outstanding fees or charges as per the terms and conditions of the contract. It is important for customers to be aware of their obligations and responsibilities as outlined in the terms and conditions of the contract, including any fees or charges that may apply in case of account suspension or outstanding balance.
vii. The contractual obligation period shall commence from the date of the initial invoice. It is expressly understood that prorated charges from the date services are activated constitute paid services, and while not considered as the contract start date, the customer is required to remit payment for this period. No trial or testing period is granted for any of the aforementioned packages. Moreover, no discounts or refunds shall be provided for the prorated charges period in the first invoice or any subsequent invoice with prorated charges. The customer bears exclusive responsibility for the selection of the package, demonstrating a comprehensive understanding of its reliance on the specified installation location. Rate One Fiber Broadband acknowledges and accepts the customer’s decision, thereby assuming responsibility for the chosen package selection.
viii. Notwithstanding anything stated herein, the customer bears the sole responsibility to ensure the full settlement of any outstanding fees subsisting in the customer’s account. In the event that the customer fails to clear, settle and/or pay in full such outstanding fees to Rate One Fiber Broadband within 7 days, the customer acknowledges and accepts that the outstanding fees shall be considered as debts accruing and Rate One Fiber Broadband reserves the right to pursue and initiate any legal actions for the purpose of recovering such debts.
5. Installation
i. Installation is to be carried out only during the normal office hours specified by RATE ONE FIBER BROADBAND. Notwithstanding the foregoing, if the customer requires any services to be performed outside of the normal office hours as specified, an additional sum of Ringgit Malaysia Fifty (RM50.00) per hours being the installation charges shall be imposed on top of any other fee involved. This additional installation charge shall be reflected in the next invoice and the customer shall agree to pay the aforesaid sum prior to any installation job being carried out outside of the normal office hours.
ii. Where the customer requests for the service of non-standard or regular installation, which includes but not limited to the following: trenching work, non-direct cable routing, underground, concealed, over-roof cabling or exceed standard in-house cable length, such work shall be completed at the customer’s own costs and expenses and at the customer’s own risk and RATE ONE FIBER BROADBAND will not be held responsible for the quality or completeness of such work and RATE ONE FIBER BROADBAND reserves the right to reject the said installation. Any non-standard additional medium (e.g. wireless devices, network card and cable) and/or cost to connect the service shall be borne by the customer. In addition, the customer shall ensure at all times that the aforesaid non-standard installation and/or non-standard additional medium owned/ used/ possessed by the customer is in compliance with all laws or regulations of Malaysia and is compatible with RATE ONE FIBER BROADBAND’s internet service.
iii. RATE ONE FIBER BROADBAND will not be held liable nor be responsible for any technical problem, loss, interruption or outage of the internet service in respect of or arising from the services provided by the appointed contractor, inevitable breakage and/or damage to any property, the wall or any other surfaces of the building, fixtures or fittings howsoever caused for the purpose of installing fiber cabling route or passing through of cabling. RATE ONE FIBER BROADBAND shall not be held liable or responsible for any services or works that performed by any unauthorized third party(ies) or contractor and the customer hereby agree to indemnify RATE ONE FIBER BROADBAND against any risks, claims, demands, losses or damages suffered by the customer in relation to such services or works that performed by unauthorized third party(ies) or contractor.
iv. Rate One Fiber Broadband will not be held liable nor responsible for any reschedule or customer no-show for installation appointments fixed by the Rate One Fiber Broadband installation team and agreed scheduled by the customer. In the event of a reschedule or no-show, a RM50 reschedule or re-appointment fee will be imposed, in addition to the installation charges. This additional installation charge of Ringgit Malaysia Fifty (RM50.00) shall be reflected in the next invoice, and the customer agrees to pay the aforementioned sum prior to any installation job being carried out outside the originally scheduled appointment. It is the customer’s responsibility to ensure that they are available for the installation appointment as agreed upon with Rate One Fiber Broadband to avoid any reschedule or no-show fees. Customers should be aware of the reschedule and re-appointment fees as outlined in the terms and conditions and plan accordingly to avoid any additional charges.
v. Should the customer initially enroll in a broadband package with an associated installation fee and later decide to switch to a package offering “free installation with full contract,” any previously paid or charged installation fee is non-convertible, non-refundable, and cannot be offset against the monthly subscription fee or any other charges. The customer recognizes that the installation fee pertains solely to the initial package selection and does not transfer or apply to the new package with “free installation with full contract.” Any additional installation charges related to the new package are subject to the terms and conditions stipulated in this agreement.
6. Payment Gateway
Fees for RATE ONE FIBER BROADBAND service shall be paid in advance from the date the invoice is issued to the customer. By using the payment gateway service, the customer has acknowledged and agreed to be bound by the refund policy listed in RATE ONE FIBER BROADBAND’s official homepage (https://www.rateone.net/refund-return-policy/).
7. Change of service package plan
i. For any downgrade or upgrade of package, the customer shall refer to the F.A.Q. listed in RATE ONE FIBER BROADBAND’s official homepage.
ii. RATE ONE FIBER BROADBAND reserves all right to change or modify the subscription package at any time if the customer does not meet the service subscription requirement without prior notice and with no liability to the customer.
iii. In the event of a package replacement or substitution, the customer is obliged to ensure that the newly selected package adheres to or surpasses the duration and service specifications of the existing in-service package. All modifications to the package must strictly comply with the terms delineated in the F.A.Q. available on RATE ONE FIBER BROADBAND’s official homepage. In the absence of the requisite terms in the F.A.Q., RATE ONE FIBER BROADBAND explicitly reserves the right to either approve or reject such changes, and charges may be incurred in accordance with the terms and conditions established by the company. This provision is implemented to ensure that any adjustments align with the customer’s subscription requirements, thereby preserving the integrity of the service.
8. Suspension of service
i. RATE ONE FIBER BROADBAND may suspend the service of a customer for any fee and/or payment remains unpaid or outstanding which is not settled fully by the customer on the due date stated in the invoice (and after grace period is applied) and/or in the event the customer fails to comply with the terms and conditions contained herein.
ii. In the event the service is suspended by RATE ONE FIBER BROADBAND for any reason whatsoever, the customer shall remain liable to pay the fees as and when it falls due.
iii. For avoidance of doubt, service suspension is not tantamount to termination of service. Service suspension is only to act as a reminder to the customer to be aware and alert of the default payment for the service or non-observance of the terms and conditions stipulated herein and that the customer shall honor strictly the terms and conditions and perform his or her obligations without challenge and doubt.
iv. RATE ONE FIBER BROADBAND shall not be held liable or responsible for any claims, demands, losses or damages whatsoever (be it actual or future losses) suffered by the customer in the event of suspension of service due to late or non-payment for the service.
9. Termination of service
i. Customer may terminate the service after the expiry of the full Contract Period by giving a written notice to RATE ONE FIBER BROADBAND of at least one (1) billing cycle and by email to support@rateone.net with email subject Service Termination request. The customer will be provided with Service Termination Request form and he / she shall complete and submit the completed form to RATE ONE FIBER BROADBAND by email to support@rateone.net. The termination request will be rejected if the information provided in the form is incomplete, inaccurate and/or does not tally with the record maintained with RATE ONE FIBER BROADBAND.
ii. This term is applicable to all listed or promotional (Promo) packages. In the case of termination of service before the expiry of the Contract Period, the customer is required to pay for the fee as per stated in clauses 12 (ii), 12(iii) and 12(iv).
iii. In the event that the customer terminates their service with Rate One Fiber Broadband, and requests for the collection of equipment or devices belonging to Rate One Fiber Broadband, including but not limited to the fiber modem, WiFi router, power adaptor, network cable, or any other equipment or device(s), a fee of RM50 will be charged for this service. Rate One Fiber Broadband will not be held liable nor responsible for any reschedule or customer no-show for device collection appointments fixed by the Rate One Fiber Broadband team and agreed upon by the customer. In the event of a reschedule or no-show, a RM50 reschedule or re-appointment fee will be imposed, in addition to the device collection charges. It is the customer’s responsibility to ensure their availability for the scheduled appointment to avoid any reschedule or no-show fees. Customers should be aware of the fees associated with device collection as outlined in the terms and conditions and plan accordingly to avoid any additional charges.
Customer requests to return the equipment or device(s) by way of courier, the customer shall be responsible for returning the equipment or device(s) to Rate One Fiber Broadband’s designated device collection center within seven (7) working days from the last date of internet service. The customer is encouraged to purchase postage insurance for the package and provide the parcel tracking number to Rate One Fiber Broadband at their own costs and expense. It is the customer’s responsibility to ensure that the equipment or device(s) are returned in a timely manner and in good condition to the designated collection center. Any costs or expenses incurred in returning the equipment or device(s), including postage, insurance, and tracking, shall be borne by the customer. Rate One Fiber Broadband is not responsible for any loss, damage, or delay in the return of the equipment or device(s) by courier, and it is recommended that the customer take appropriate measures to ensure the safe and timely return of the equipment or device(s).
RATE ONE FIBER BROADBAND shall not be liable for any loss or damage that occurs during the return of the equipment or device(s) to its device collection center. The customer shall bear all the necessary costs associated with the return, including but not limited to courier fees, packaging materials, and insurance.
iv. All of the equipment or device(s) that installed by RATE ONE FIBER BROADBAND staff during initial , including but not limited to the following, any cabling related materials and fiber, fiber modem, WiFi router and etc. are considered as the property(ies) of RATE ONE FIBER BROADBAND and shall be returned to RATE ONE FIBER BROADBAND upon termination of service, unless the equipment or device(s) is provided by the customer at his/her own cost, unless agreed otherwise in writing upon subscribing the internet service with RATE ONE FIBER BROADBAND.
v. No termination request will be entertained and approved by RATE ONE FIBER BROADBAND if the customer fails to settle any outstanding balance in his/her account due to any circumstances whatsoever.
vi. After approval of service termination, irrespective of the reason provided, if the customer fails to return the necessary devices to RATE ONE FIBER BROADBAND within seven (7) working days from the date of approval of service termination, including but not limited to the fiber modem, WiFi router, power adaptor, network cable, or any other equipment, all devices previously provided to the customer by RATE ONE FIBER BROADBAND under a licensing agreement shall be considered sold to the customer at a price of Ringgit Malaysia Five Hundred (RM500.00) only. RATE ONE FIBER BROADBAND reserves the right to charge the customer an interest rate of three percent (3%) per annum on the aforementioned amount, calculated on a daily basis from the eighth (8th) working day until full payment is received. Please refer to the shipping fulfillment policy at https://www.rateone.net/shipping_fulfillment_policy/ for more information.
vii. Customer hereby irrevocably and explicitly consents and authorizes RATE ONE FIBER BROADBAND, and RATE ONE FIBER BROADBAND hereby reserves all right to submit the details of the customer who defaults in payment to any Credit Reporting Agency (CRA), and the customer’s default record will only be removed after the customer has cleared all the outstanding payment to RATE ONE FIBER BROADBAND.
viii. Customer hereby irrevocably and explicitly consents and authorizes RATE ONE FIBER BROADBAND all right to charge the customer listed in any Credit Reporting Agency (CRA) an administrative fee of Ringgit Malaysia Ten (RM 10.00) per month starting from the listing date until the customer has fully settled all the outstanding payment.
ix. According to Rate One Fiber Broadband’s terms and conditions, termination of the Internet service is only accepted from the registered email that was used during the application process. The termination request must be submitted from the same email address that was used in the application form. Additionally, there should be no outstanding payments or dues with Rate One Fiber Broadband at the time of termination.
x. The documentation submitted for termination must be in PDF format and attached to the email. For Malaysian customers, a valid Malaysian ID should be attached, while foreign customers should attach a valid passport. It’s important to note that termination requests from any third party or representative not authorised by the terminating customer will not be accepted by Rate One Fiber Broadband.
xi. Customers are strongly encouraged to thoroughly review and adhere to the termination stipulations outlined in Rate One Fiber Broadband’s terms and conditions for a seamless termination process. The detailed information can be found at https://www.rateone.net
xx. In the event of termination, the processing period will be finalized within 10 working days, and the email system functions based on a grouping conversation method. Customers are expressly advised against submitting emails with identical subjects before the conclusion of the 10 working days to prevent email stacking, potentially leading to delays. Rate One Fiber Broadband disclaims any responsibility for losses claimed as a result of technical errors performed by the customer.
10. Relocation of Service Location
i. Rate One Fiber Broadband will only entertain and process requests for service location relocation if the same package is applicable for the same type of premises with the same location as the initial subscription of the service with Rate One Fiber Broadband.
ii. For request of relocation, the customer shall notify and apply to RATE ONE FIBER BROADBAND prior to the intended relocation and of the alternative premise that the customer is moving to. The customer shall be responsible to provide the stamped copy of the Tenancy Agreement or Sales & Purchase Agreement involving the alternative premise to which the customer is a party to the tenancy or sale and purchase transaction, whichever applicable, in order to request for the waiver of relocation fee but any waiver given is subject to RATE ONE FIBER BROADBAND’s sole discretion which shall be final and conclusive.
iii. RATE ONE FIBER BROADBAND reserves all rights to reject the application for relocation in the event the intended premise to be relocated to is not compatible with the package that subscribed by the customer. For avoidance of doubt, in the event RATE ONE FIBER BROADBAND discovers or it has come to RATE ONE FIBER BROADBAND’s knowledge that new relocated premise is not compatible with the package subscribed initially, the customer hereby agrees that RATE ONE FIBER BROADBAND may revise and convert the package subscribed initially to a new package that compatible with the new relocated premise with a fresh Contract Period to be commenced.
11. Prohibited Use
Without prior written approval of RATE ONE FIBER BROADBAND, the Customer shall
i. Not sell, resell, hire, lease, license, rent, offer, lend, exchange or extend the service or equipment or device(s) to any third party or make use of RATE ONE FIBER BROADBAND services to be any type of service provider;
ii. Not use RATE ONE FIBER BROADBAND services for any spamming, defamatory, offensive, fraudulent, illegal, unlawful or improper purpose or for any criminal purposes or committing any activities that against legislation, regulations, rules, public policy and morality;
iii. Not use RATE ONE FIBER BROADBAND services in breach of any applicable laws, policies, orders, directions, restrictions, notices or regulations;
iv. Not use RATE ONE FIBER BROADBAND services to send unsolicited or unwelcomed electronic messages or any message which is obscene, threatening or offensive on moral, religious, racial or political grounds to any person including a company or corporation;
v. Not use RATE ONE FIBER BROADBAND services to compromise or infect any system with computer viruses or otherwise.
vi. RATE ONE FIBER BROADBAND shall not be held liable whatsoever for any prohibited and/or unauthorized use of the service, account, network and/or equipment or device(s).
12. Other Notes
i. The customer is responsible, at all times, for the use of the service and the safety of the equipment or device(s) provided by RATE ONE FIBER BROADBAND to the customer.
ii. For package with a Contract Period of 1 year, 2 years & 3 years. Notwithstanding the above terms and conditions, if the customer elects to terminate RATE ONE FIBER BROADBAND service package before the expiry of the Contract Period, the customer must pay for the remaining unexpired period of the Contract Period or a sum of Ringgit Malaysia Three Hundred (RM 300.00) only being the early termination fee whichever is higher and the customer is responsible to return the fiber modem and WiFi router, power adaptor, network cable or any other equipment or device(s) to RATE ONE FIBER BROADBAND within seven (7) working days upon approval of termination request. Relocation and Ownership transfer is prohibited.
iii. For General Promotion Package. Notwithstanding the above terms and conditions, if the customer elects to terminate RATE ONE FIBER BROADBAND services for the General Promotion Package before the expiry of the Contract Period, the customer must pay for the remaining unexpired period of the Contract Period and a sum of Ringgit Malaysia Three Hundred (RM300.00) only being the early termination fee, whichever is higher and Ringgit Malaysia One Hundred Fifty (RM150.00) only being installation fee, and customer is responsible to return the fiber modem and WiFi router, power adaptor, network cable or any other equipment or device(s) to RATE ONE FIBER BROADBAND within seven (7) working days upon approval of termination request. Relocation and Ownership transfer is prohibited and Promo Package is restricted 1 Malaysian ID for 1 application.
iv. The Youth Free Internet Promotion Package is exclusively available to individuals within the Qualified Age Range of 18 to 30 years old during the sign-up process. Notwithstanding the above terms and conditions, if the customer elects to terminate RATE ONE FIBER BROADBAND services for the Youth Free Internet Promotion Package before the expiry of the Contract Period, The customer shall be obligated to make full payment for the 1st-year internet fee (My-Free59 monthly RM59.00 & My-FreeV3 monthly RM49.50) and pay for the remaining unexpired period of the Contract Period and a sum of Ringgit Malaysia Three Hundred (RM300.00) only being the early termination fee, whichever is higher and Ringgit Malaysia One Hundred Fifty (RM150.00) only being installation fee, and customer is responsible to return the fiber modem and WiFi router, power adaptor, network cable or any other equipment or device(s) to RATE ONE FIBER BROADBAND within seven (7) working days upon approval of termination request. Relocation and Ownership transfer is prohibited and Promo Package is restricted 1 Malaysian ID for 1 application in same type of premises with the same location.
v. RATE ONE FIBER BROADBAND reserves all right to terminate the service without compensation to the customer if the building management/JMB/MC/any competent or relevant Authority has stopped RATE ONE FIBER BROADBAND from providing the services to the related building in which shall be deemed as factor that beyond the control of RATE ONE FIBER BROADBAND.
vi. Customer shall pay and continue to pay the fees before the due date stated in the invoice to avoid any service suspension. Service will only be restored after payment has been made by the customer together with payment of the service reactivation or reconnection fee.
vii. In the event the customer fails to pay the fees by any stipulated due date, RATE ONE FIBER BROADBAND reserves the right to impose a late payment charge for such unpaid invoices. The customer shall be responsible for all reasonable fees and costs incurred by RATE ONE FIBER BROADBAND in any legal proceedings commenced by RATE ONE FIBER BROADBAND against the customer for any breach of terms and conditions, the recovery or collection of any outstanding amount (including cost on a solicitor-client basis and any cost incurred by RATE ONE FIBER BROADBAND in the recovery process).
viii. The speed of internet service provided by Rate One Fiber Broadband is on a “best effort” basis, and no service-level agreement (SLA) with compensation scheme is in place.
ix. The Internet Protocol (IP) address assignment is on Carrier-grade NAT (CGN) IP addresses.
x. The customer shall indemnify and keep RATE ONE FIBER BROADBAND indemnified against any and all claims, demands, proceedings or fines made or imposed against RATE ONE FIBER BROADBAND by a third party arising out of, in connection with the customer’s breach of these terms and conditions or in using the service, equipment and/or device(s).
xi. The customer acknowledges that the security of his or her account, network, and/or equipment or device(s) is his or her own responsibility and is aware that by using the internet in general, the customer may be subject to several risks, including but not limited to the unauthorized invasion of the customer’s privacy and the unauthorized exposure of the information and material listed or transmitted by the customer. RATE ONE FIBER BROADBAND shall not be held liable whatsoever for any unauthorized access or invasion to the data, information, contents and material.
xx. Rate One Fiber Broadband explicitly states that the speed of any VPN service is not guaranteed and is contingent on 3rd-party local and international IP transit or peering. In instances where customers raise concerns regarding connectivity issues, including but not limited to slow speeds, intermittent connections, instability, or unusability, as well as any associated losses, Rate One Fiber Broadband shall not bear responsibility. Rate One Fiber Broadband reserves the unequivocal right to disassociate from such complaints without assuming any liability. Customer grievances related to the aforementioned issues will not constitute grounds for termination, obligating the customer to fulfill the minimum contract period.
xxx. Rate One Fiber Broadband is not fully responsible for probing, capturing, sniffing, recording, monitoring customer connection activity, service availability, connectivity logs, packets, or any other related data to establish proof of customer connection activity, usage, legality, or any other matters. This provision is particularly applicable as the service stated in this agreement is a shared broadband service and not premium internet access, commonly known as Dedicated Internet Access (DIA).
xl. Within the framework of the Youth Free Internet Promotion Package, featuring a 2in1 ONU or modem, an extensive 3-year hardware warranty is provided. This warranty facilitates the replacement of the modem/router for hardware-related issues, excluding performance issues arising from hardware component aging. It is imperative to acknowledge that damages resulting from lightning, power surges, non-human factors, or any other causes beyond normal usage are explicitly excluded from this warranty. In the event of a hardware replacement, a fee equivalent to the installation fee will be levied, and the payment of this fee offers the option to renew or extend the contract period, subject to the terms and conditions outlined in the agreement.
13. Rules, Regulations and Compliance
i. Customer shall refer to RATE ONE FIBER BROADBAND’s official homepage (https://www.rateone.net) for any latest information.
ii. RATE ONE FIBER BROADBAND reserves all rights to change the Terms and Conditions without prior notification in order to meet the related Authorities’ requirements, law and regulations.
iii. This Application Form and the terms and conditions shall be governed and construed in accordance with the laws of Malaysia and the parties irrevocably submit to the exclusive jurisdiction of the courts of Malaysia.
iv. These terms and conditions shall be binding upon the heirs and personal representatives, successors in title and assigns of the customer.
14. Assignment Clause
i. The customer acknowledges and agrees that RATE ONE FIBER BROADBAND shall be entitled to assign and/or transfer any or all of its benefits, rights, interests and/or powers under this agreement to another party without the requirement to obtain prior consent of the customer but shall always provide sufficient notice to inform the customer.
ii. The customer acknowledges and agrees that RATE ONE FIBER BROADBAND has the power and/or authority to repackage, relaunch or realign the product, including product bundles and services, while ensuring that the overall charges, excluding any applicable taxes, will remain unchanged as stated in the signed agreement.
15. Indemnity and Limitation of Liability
15.1 Indemnity
(a) Customer shall indemnify RATE ONE FIBER BROADBAND and each of their respective successor and assignors from and against any claims, demands, proceedings, damages, losses and other types of liability(ies) and expenses, arising out of the breach of this Agreement by the defaulting party. For the avoidance of doubt, all costs incurred by RATE ONE FIBER BROADBAND in enforcing the rights herein shall be recoverable from the defaulting party including any solicitors’ costs thereof on a client-solicitor basis.
15.2 Limitation and Exclusion of Liabilities
i. RATE ONE FIBER BROADBAND excludes all liability(ies) arising from or in relation to any unauthorized access or use of the services by Customer in breach of the Communications and Multimedia Act 1998.
ii. RATE ONE FIBER BROADBAND excludes all liability arising(ies) from or in relation to any direct and indirect commercial activity, corporate activity, electronic commerce activity, promoting activity, advertising activity of the Customer.
iii. For the avoidance of doubt, should RATE ONE FIBER BROADBAND is compelled to be held liable by the relevant authority for any of the situations stipulated above or in any event, the Customer hereby agrees that RATE ONE FIBER BROADBAND’s liability is only limited to a sum equivalent to one (1) month subscription fee.
IMPORTANT NOTICE to Invoice and Billing:
-Please note that the information contained in this invoice and any attachments is confidential and intended solely for the recipient. It is strictly prohibited to misuse, copy, disclose, distribute, or retain this information in any manner that breaches confidentiality. If you have received this invoice in error, please notify us immediately and delete all copies from your records.
-The contents of this invoice are provided for informational purposes only and do not constitute legal, financial, or professional advice. While we have taken reasonable precautions to ensure the accuracy and integrity of the information, we make no representations or warranties of any kind, express or implied, regarding the completeness, accuracy, reliability, or suitability of the contents.
-In no event shall Rate One Solutions Sdn Bhd or any entity within the group be liable for any damages, losses, or expenses arising out of or in connection with the use of or reliance on the information provided in this invoice.
-Any views or opinions expressed in this invoice are those of the sender and do not necessarily reflect the views or opinions of Rate One Solutions Sdn Bhd or any entity within the group.
-Please review this invoice carefully and contact us immediately if you have any questions or require clarification.
-The customer is responsible for regularly visiting our website and reviewing the latest terms and conditions. Please note that these terms and conditions may be updated and revised periodically to ensure compliance with RATE ONE SOLUTIONS SDN BHD OR ANY ENTITY WITHIN THE GROUP’s evolving business needs and local regulatory requirements. It is important for the customer to stay informed about any changes made to the terms and conditions by checking our website regularly, as notifications may not be provided individually to each customer.
-This invoice serves as a payment reminder, a letter of demand, and a latest account statement for customers who are in default of payment. Please be aware that in the event of non-payment, RATE ONE SOLUTIONS SDN BHD OR ANY ENTITY WITHIN THE GROUP reserves the right to report the customer’s default to Credit Reporting Agencies (CRA). The customer’s default record will only be removed after all outstanding payments to RATE ONE SOLUTIONS SDN BHD OR ANY ENTITY WITHIN THE GROUP have been cleared, accompanied by proper email notification and valid proof of payment.
-Please note that any attempt to deceive or defraud RATE ONE SOLUTION SDN BHD OR ANY ENTITY WITHIN THE GROUP by making payments through third-party entities using fraudulent or deceptive means is strictly prohibited. In such cases, RATE ONE SOLUTIONS SDN BHD OR ANY ENTITY WITHIN THE GROUP reserves all rights to take appropriate legal action, and all associated fees and costs will be the responsibility of the defaulter.
Payment & Proof of Payment
-Payment shall be made directly using Payment Gateway by Click on “PAYNOW” button in the monthly invoice.
-Payment is accepted by using payment gateway only.
-The customer is solely responsible for ensuring that payments are made only to authorized workers, contractors, agencies, agents, or any third party as authorized in writing by RATE ONE FIBER BROADBAND. Any payment made to unauthorized parties without clarification or written authorization from RATE ONE FIBER BROADBAND shall be deemed the sole liability of the customer. The person wearing any attire with ‘RATE ONE FIBER BROADBAND’ wording or similar wording, logo, or name card does not represent authorization from RATE ONE FIBER BROADBAND. In the event of any incident arising from payment made to a non-authorized person, the customer shall be fully responsible for taking legal action against the relevant authority. RATE ONE FIBER BROADBAND shall not be held responsible for any loss incurred by the customer, whether to or from the customer.
-A seven (7) days grace period will be given to the customer to make payment once the invoice is emailed to the customer. Any late payment beyond the grace period will result in the customer’s account and/or internet service being discontinued, disconnected, and/or suspended without further notice. A sum of Ringgit Malaysia Thirty (RM 30.00) will be imposed for service reactivation or reconnection after the account has been suspended due to late payment.
-The price displayed is exclusive of six percent (6%) sales and services tax (SST) or any other tax percentage as may be required by the government. The customer shall be responsible for the payment of any applicable taxes as required by the government, in addition to the displayed price.
