Refund Policy

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

1. GENERAL POLICY

1.1 BeONE Prepaid operates on a prepaid basis. As a general rule, all prepaid purchases are final and non-refundable once processed.

2. PREPAID CREDIT & RELOADS

2.1 Prepaid credit purchased through any channel (FPX top-up, partner reload, retail outlet) is non-refundable.

2.2 Credit is valid for the duration specified by the plan or reload package and is forfeited upon expiry or account termination.

2.3 Unused credit cannot be transferred to another account or converted to cash.

3. PLAN SUBSCRIPTIONS

3.1 Once a data plan or MI subscription is purchased and activated, it is non-refundable, non-exchangeable, and non-transferable.

3.2 If a subscriber purchases a new plan while an existing plan is still active, the remaining quota from the previous plan will be forfeited.

3.3 Data add-on purchases are final and cannot be reversed.

4. SIM CARD PURCHASES

4.1 SIM card purchases (physical SIM and eSIM) are non-refundable once activated.

4.2 Defective SIM cards that fail to activate due to manufacturing defects may be exchanged at no cost, subject to verification by BeONE.

5. PARTNER REGISTRATION FEES

5.1 BSE registration fee (RM 48.00) is non-refundable once the registration process is completed and the 365-day plan has been subscribed.

5.2 VBEP registration fee (RM 8,000.00) is non-refundable once the application has been processed and the partner package has been issued.

6. E-WALLET TRANSACTIONS

6.1 E-Wallet top-ups via FPX are non-refundable.

6.2 Credit transfers between Partners are final and cannot be reversed.

6.3 Airtime purchases and pinless reloads are non-refundable once processed.

7. EXCEPTIONS

7.1 Refunds may be considered on a case-by-case basis in the following circumstances:

(a) System Error: Duplicate charges or incorrect deductions caused by a system malfunction;
(b) Failed Transactions: Transactions where payment was deducted but the service was not delivered;
(c) Regulatory Requirement: Where a refund is mandated by MCMC or court order.

7.2 To request a refund under these exceptions, Subscribers must submit a support ticket within fourteen (14) days of the transaction date with supporting evidence (transaction receipt, screenshot, reference number).

7.3 Approved refunds will be processed within thirty (30) business days and credited to the Subscriber's E-Wallet or original payment method at BeONE's discretion.

8. CONTACT

For refund enquiries:
BeONE Mobile Sdn Bhd
Careline: 1300 11 0088
Email: admin@beone.com.my