AIMO General Terms and Conditions

Revised: 25 October 2026

These General Terms and Conditions govern the purchase and use of AIMO products and services supplied by I URBAN SDN. BHD. By purchasing or using an AIMO Device or Data Plan, the Customer agrees to these Terms and the material conditions displayed for the relevant purchase, subject to applicable law.

1. Definitions

1.1 "AIMO Device" means a portable WiFi device, CPE router, mobile hotspot or other compatible hardware supplied or sold by AIMO.

1.2 "Data Plan" means a prepaid data-only connectivity plan purchased from AIMO for a stated validity period and subject to the conditions displayed before payment.

1.3 "Network Operator" means a licensed third-party telecommunications network operator whose network may be used to provide connectivity.

1.4 "Connectivity Resource" means a SIM, eSIM profile, network profile, mobile number, authentication credential or other telecommunications resource used to enable connectivity. A reference to eSIM applies only where that functionality is supported and lawfully made available.

1.5 "QR Purchase Page" means the checkout page accessed by scanning the QR code displayed on or associated with an AIMO Device.

1.6 “FUP” means a Fair Usage Policy, including any data usage threshold, traffic management or speed management condition that AIMO introduces and discloses as applicable to a particular Data Plan. The existence of this definition does not mean that a FUP threshold currently applies.

2. Products and Services

2.1 AIMO provides AIMO Devices and prepaid data-only connectivity services. An AIMO Device enables compatible equipment to access the Internet through available third-party mobile networks. The service does not include ordinary voice calls or SMS unless AIMO expressly states otherwise in writing.

2.2 AIMO does not own or operate the underlying mobile networks. Every network option, feature and Data Plan remains subject to technical availability, applicable law, regulatory requirements and the arrangements applicable to the relevant Network Operator. Nothing in these Terms represents that AIMO is the owner of, or has unrestricted rights over, any Network Operator network or Connectivity Resource.

3. Device Purchase, Ownership and Activation

3.1 Ownership of the physical AIMO Device passes to the Customer after full payment, unless expressly stated otherwise. Connectivity Resources, software, network profiles and mobile numbers are not transferred to the Customer and remain subject to the rights of their respective owners.

3.2 First-time registration and service activation may require the Customer’s name, mobile number (including verification where required), Device identifier, transaction information and other information reasonably required for service administration, security, fraud prevention and legal or regulatory compliance. The Customer must provide accurate and current information. Registration and activation details are provided through the applicable AIMO registration or purchase process.

4. Data Plan Information

4.1 Before payment, the applicable purchase page will display the Data Plan name, price, data allowance or unlimited-data description (if applicable), validity period, available network options, any applicable FUP or speed restrictions, activation timing and other material conditions. AIMO will not represent an unimplemented FUP threshold as a currently applicable restriction.

4.2 The Customer must review the displayed information before confirming payment. A Data Plan does not give the Customer ownership of or a permanent right to any SIM, eSIM profile, mobile number, network profile, Network Operator or other Connectivity Resource.

4.3 A Data Plan is not automatically renewed unless automatic renewal is clearly displayed and the Customer gives separate affirmative consent. The Customer may cancel future automatic renewal through the available account or customer service channel, without affecting a Data Plan already activated.

5. QR Purchase Consent and Activation

5.1 By selecting the confirmation checkbox, where presented, and completing payment on the QR Purchase Page, the Customer expressly requests activation in accordance with the displayed plan terms and acknowledges the Data Plan details, any applicable FUP or service limitation, network limitations and refund conditions disclosed before payment.

5.2 Unless the purchase page states otherwise, activation begins after payment is successfully confirmed and AIMO's system confirms activation. A payment receipt alone does not prove activation where the activation confirmation has not been issued.

5.3 AIMO may retain the accepted Terms version, date and time, Device identifier, selected plan, selected network option, payment reference and activation status as transaction evidence.

6. Validity and Unused Benefits

6.1 The Validity Period starts at the activation time confirmed by AIMO and ends after the stated period. Unused days, data or benefits expire and do not roll over, transfer or convert to cash unless the relevant Data Plan expressly permits it.

6.2 A new Data Plan normally starts after the current Data Plan expires, unless the purchase page expressly states that it starts immediately or replaces the existing plan.

7. Data Usage and Fair Usage Policy (FUP)

7.1 At the time of this revision, AIMO has not implemented an AIMO-specific data usage threshold or speed reduction under a Fair Usage Policy for its current Data Plans. No AIMO FUP usage threshold is imposed under these Terms at present. Any restriction applying to a particular purchase must be accurately disclosed before payment.

7.2 Where AIMO describes a Data Plan as “Unlimited Data”, the description refers to data connectivity during the stated validity period in accordance with the specific plan information displayed before payment. It does not guarantee unlimited high-speed capacity, a particular connection speed, uninterrupted access or network coverage in every location. Third-party Network Operator technical limitations and any applicable, disclosed conditions may affect performance.

7.3 AIMO may introduce a Fair Usage Policy, data threshold or speed management condition for future Data Plans. Before such a condition applies to a new purchase or renewal, AIMO will disclose the relevant threshold, consequences for reaching it, effective date and other material conditions on the applicable purchase page or through another clear pre-purchase notice.

7.4 A new or revised FUP will not be applied retrospectively to remove rights already accrued under an active paid Data Plan. Any proposed material adverse change affecting an active plan will be managed with the notices, remedies and other protections required by applicable Malaysian law and any applicable industry code.

8. Network Selection and Switching

8.1 Where available, the Customer may select or request a change among network options displayed by AIMO. Selection and switching are subject to coverage, Device compatibility, Data Plan rules, settlement requirements, technical availability, security controls, applicable Network Operator arrangements and regulatory requirements.

8.2 A request does not guarantee approval, immediate completion or improved performance. AIMO may impose a disclosed waiting period, reasonable switching limit or technical restriction. The current standard waiting period is approximately 15 minutes unless a different period is displayed. The Customer may need to restart the Device and allow additional time for reconnection, as described in the applicable instructions.

8.3 Changing a network option does not transfer ownership of SIM credentials, an eSIM profile or any other Connectivity Resource to the Customer. Whether the active Data Plan and unused benefits continue following a switch is governed by the plan and switching conditions disclosed before confirmation; the Customer should review those conditions before requesting a switch.

8.4 AIMO may perform a temporary or permanent network change where reasonably necessary for service restoration, security, fraud prevention, maintenance, regulatory compliance or because a Network Operator changes, restricts or discontinues service. Where reasonably practicable, AIMO will notify affected Customers and explain any material effect on an active Data Plan.

9. Connectivity Resources

9.1 Connectivity Resources are provided only to enable use of the applicable AIMO service. Where a Device has a sealed or internally managed SIM, the Customer must not open the Device to access it. The Customer must not remove, reproduce, clone, extract, transfer, sell, distribute, interfere with or attempt to obtain control of any Connectivity Resource.

9.2 AIMO does not promise that a particular physical SIM, eSIM profile, mobile number or Network Operator will remain assigned throughout the life of the Device or Data Plan. Any resource management by AIMO remains subject to applicable technical, contractual and regulatory requirements.

10. Coverage, Performance and Interruptions

10.1 Coverage, signal, latency, speed and service quality vary according to location, congestion, buildings, weather, Device capability, network technology, maintenance and outages. Advertised maximum or theoretical speeds are not guaranteed actual speeds.

10.2 If a material service failure attributable to AIMO prevents activation or use of a substantial part of the Data Plan, the Customer may contact AIMO for investigation and an appropriate remedy under Section 18. Temporary congestion, local coverage limitations and circumstances outside AIMO's reasonable control do not automatically create a refund right.

11. Acceptable Use

11.1 The Customer must use the service lawfully and responsibly and must not use it for crime, fraud, unauthorised access, attacks, malware, material network disruption, commercial redistribution, telecommunications bypass, credential extraction or any activity prohibited by applicable law or the relevant service conditions.

11.2 The Customer must not use the service for voice or SMS routing, bulk messaging, call termination, SIM boxing, arbitrage or any similar bypass activity. The Customer must not make the AIMO connection available for resale without AIMO's prior written permission.

12. Device Security and Tampering

12.1 The Customer must follow Device instructions and must not modify hardware, firmware or software to bypass security, network selection, remote management, authentication controls or any applicable, disclosed usage-management controls. Unauthorised modification may affect warranty and may result in suspension, subject to applicable law.

13. Orders and Payment

13.1 Orders are subject to successful payment, availability and verification. AIMO may reject or cancel an order for an obvious pricing or system error, unavailable supply, failed verification, suspected fraud, materially inaccurate information or legal or regulatory requirements.

13.2 If AIMO cancels a paid order before providing the Product or activating the Data Plan, AIMO will refund the amount received using the original payment method or another reasonable method agreed with the Customer.

14. Prices, Taxes and Receipts

14.1 Prices are displayed in Malaysian Ringgit and will state applicable taxes, delivery charges and processing fees before payment where required. AIMO will provide an electronic receipt or transaction confirmation after successful payment.

15. Delivery

15.1 The Customer must provide accurate delivery information and inspect the Product promptly after delivery. Delivery times are estimates and may be affected by courier operations, location, public holidays, weather and circumstances outside AIMO's reasonable control.

16. Device Warranty

16.1 Eligible AIMO Devices carry a 12-month limited device warranty commencing on the Device’s successful first registration date recorded by AIMO, unless different warranty terms are expressly disclosed at purchase. For eligible devices, the registration process may take place during the first top-up. The warranty covers manufacturing defects but generally excludes misuse, impact, liquid damage, unauthorised repair or modification, improper charging and normal wear. This warranty does not limit non-excludable statutory rights.

16.2 AIMO may require proof of purchase and inspection. Where a statutory or warranty remedy applies, AIMO may repair, replace, refund or provide another appropriate remedy according to the circumstances and applicable law.

17. Device Returns and Exchanges

17.1 AIMO does not generally accept a return merely because the Customer changes their mind, without limiting non-excludable rights. A Customer who receives a defective, materially damaged or incorrect Product should notify AIMO promptly and follow the reasonable inspection and return process.

17.2 AIMO will bear reasonable approved return costs where the problem was caused by AIMO. The Customer may bear costs where the problem was caused or materially contributed to by the Customer.

18. Data Plan Refunds and Service Remedies

18.1 Once a Data Plan is confirmed, successfully paid and activated, the service is deemed to have commenced immediately. Because Data Plans are prepaid and immediately activated, an activated Data Plan is generally non-refundable, non-transferable and not exchangeable for cash, except where required by law or under this Section.

18.2 AIMO will investigate a claim involving duplicate payment, successful payment without activation, activation of a materially different plan, an AIMO system error or another material service failure attributable to AIMO. Depending on the circumstances, usage and applicable law, the remedy may be activation, correction, replacement data, extension, service credit or refund of the affected amount.

18.3 No refund is normally due solely for change of mind, failure to use an otherwise available service, expiry, unsupported Customer equipment, local coverage limitations accurately disclosed before purchase, Customer misuse or suspension caused by the Customer. This does not limit rights or remedies that cannot lawfully be excluded.

18.4 Refund requests must include the payment reference, Device identifier and reasonable details of the issue. Approved refunds will be processed within the timeframe notified by AIMO, subject to payment-provider processing time.

19. Lost, Stolen, Replaced or Transferred Devices

19.1 The Customer should promptly notify AIMO of loss, theft, replacement or transfer. AIMO may require proof of ownership before suspending, restoring or transferring an eligible service. AIMO does not guarantee that a lost Device can be located or permanently disabled.

20. Suspension and Termination

20.1 AIMO may restrict, suspend or terminate service for material breach, suspected fraud, unlawful use, tampering, harmful network activity, payment reversal, security risk, Network Operator requirement, regulator direction, maintenance or technical necessity.

20.2 Where reasonably practicable, AIMO will give notice and an opportunity to remedy. Immediate action may be taken to protect Customers, networks, systems or third parties. Suspension caused by Customer breach does not automatically create a refund right.

21. Customer Responsibilities

21.1 The Customer is responsible for accurate information, Device security, reviewing Data Plan details, monitoring validity and usage, using compatible equipment, complying with law and contacting AIMO promptly when assistance is required.

22. Privacy and Personal Data

22.1 AIMO may process identity, contact, Device, transaction, payment-status, Data Plan, network selection, service usage, support, security and fraud-prevention data for activation, service delivery, administration, support, analytics, legal compliance and the other purposes described in AIMO's Privacy Notice.

22.2 AIMO may disclose necessary data to payment providers, logistics providers, technology vendors, Network Operators, professional advisers and authorities for the stated purposes. Cross-border processing, retention, security measures, marketing choices and Customer rights will be addressed in the Privacy Notice and managed under applicable Malaysian personal data protection law.

23. Intellectual Property and Third-Party Marks

23.1 AIMO retains its rights in its brand, software, content, documentation and designs. Network Operator names and marks belong to their respective owners. Display of a network option does not by itself represent sponsorship, endorsement, exclusivity or a partnership beyond the service arrangement applicable at that time.

24. Changes to Plans, Services and Terms

24.1 AIMO may change future Products, Data Plans, prices, network options and features, or introduce a FUP for future purchases in accordance with Section 7. Material restrictions will be disclosed before the relevant purchase. Any material adverse change to an active paid Data Plan will be notified and handled in accordance with applicable Malaysian law and consumer protections.

24.2 Updated Terms apply from their stated effective date. A change will not retrospectively remove a non-excludable right or a remedy that already arose before the change.

25. Limitation of Liability

25.1 To the maximum extent permitted by Malaysian law, AIMO is not liable for indirect, incidental, special or consequential loss, loss of profit or loss caused by events outside AIMO's reasonable control. AIMO does not exclude liability or statutory rights that cannot lawfully be excluded.

25.2 Nothing in these Terms guarantees continuous coverage, a minimum speed or uninterrupted access. Any monetary limitation relied on by AIMO remains subject to applicable consumer law and the circumstances of the claim.

26. Events Beyond Reasonable Control

26.1 AIMO is not responsible for failure or delay caused by events outside its reasonable control, including natural disaster, severe weather, fire, flood, epidemic, war, civil disorder, government action, regulatory requirement, network outage, infrastructure failure, cyber incident affecting a third party, courier disruption or power failure.

27. Customer Support and Complaints

27.1 A Customer may submit a complaint through AIMO's available customer service channels. AIMO will record the complaint, provide a reference where practicable, investigate fairly and communicate the outcome within a reasonable time having regard to complexity and applicable consumer requirements.

27.2 If the complaint is not resolved, the Customer may use any applicable external consumer complaint or dispute-resolution channel, including channels administered by the Communications and Multimedia Consumer Forum of Malaysia, MCMC or the Tribunal for Consumer Claims Malaysia, where legally available.

28. Governing Law and Disputes

28.1 These Terms are governed by Malaysian law. The parties should first attempt to resolve a dispute through AIMO's complaint process. This does not prevent a Customer from using a court, tribunal, regulator or mandatory consumer redress mechanism with jurisdiction.

29. General Provisions

29.1 If a provision is invalid or unenforceable, it will be limited or interpreted to the minimum extent necessary and the remaining provisions continue. Delay in exercising a right is not a waiver. These Terms, the accepted Data Plan details, Product information, any FUP applicable to the purchased plan, Warranty Policy, Refund Policy and Privacy Notice form the applicable customer agreement, subject to mandatory law.

30. Contact and Acceptance

30.1 AIMO is operated by I URBAN SDN. BHD., Company Registration No. 202001029563 (1385883-W), Malaysia. AIMO Customer Support (WhatsApp): 012-668 8553 (+60 12-668 8553). Operating hours: 9:00 AM to 9:00 PM (Malaysia time).

30.2 By purchasing or using an AIMO Device or Data Plan, including by confirming a QR Purchase Page, the Customer acknowledges having read and agreed to these Terms and the material conditions displayed for the purchase.