Terms and Conditions (T&Cs)

Go Back

SIM Card

4G Upgrade Promo

Get New SIM Promo

Switch To Tune Talk Promo

Tune Talk eSIM

Tune Talk SIM Upgrade Initiative T&Cs

4G Upgrade Promo

Get New SIM Promo

Switch To Tune Talk Promo

Tune Talk eSIM

Tune Talk SIM Upgrade Initiative T&Cs

Effective Date: July 2026

These Terms and Conditions (“Terms”) govern the Tune Talk SIM Upgrade Initiative (“Initiative”) offered by Tune Talk Sdn. Bhd. (“Tune Talk”). The Initiative is designed to provide eligible customers with an upgraded SIM to ensure they continue to enjoy the best possible Tune Talk network experience.

By requesting, collecting, receiving or activating a new SIM under the Initiative, the customer is deemed to have read, understood and agreed to these Terms.

Initiative Eligibility
1. The Initiative is available to selected Tune Talk customers identified by Tune Talk based on its internal records.
2. Eligible customers will be notified through Official Tune Talk communication channels determined by Tune Talk.
3. The Initiative applies only to the Tune Talk mobile number specified in the notification issued to the customer.
SIM Upgrade
1. Under the Initiative, eligible customers will receive a new Tune Talk physical SIM to replace their existing physical SIM.
2. The SIM upgrade enables customers to access enhanced network capabilities and ensures continuity of Tune Talk’s mobile services.
3. The customer’s existing Tune Talk mobile number will remain unchanged following a successful SIM upgrade.
4. Unless otherwise notified by Tune Talk, the customer’s active plan, available credit balance and existing entitlements linked to the mobile number will remain subject to their respective validity periods and applicable terms.
5. The Initiative applies to both eligible physical SIM and eSIM customers.
6. Customers who successfully complete the SIM upgrade and are subscribed to Epik+ 28, Epik+ 35, or Epik+ 50 will be eligible for complimentary E-Roaming, with validity following the remaining validity of their active Mobile Internet plan.For new plan subscriptions with thirty (30) days’ validity, the complimentary E-Roaming will be valid for the same thirty (30) days. For customers who upgrade while their existing Mobile Internet plan is still active, the complimentary E-Roaming validity will follow the remaining Mobile Internet validity period.
7. Customers subscribed to the EpikCall20, Tahunan200 or Tahunan99 plan will also become eligible for the benefit at clause 2.6 above if they upgrade to the Epik+ 28, Epik+ 35 or Epik+ 50 plan after completing their SIM upgrade.
8. The E-Roaming benefit at clauses 2.6 and 2.7 does not apply to customers on Traveller plans. Existing terms for Traveller plan customers remain unchanged.
Initiative Period
1. The Initiative will run during the period communicated by Tune Talk to each eligible customer.
2. Customers are encouraged to complete the SIM upgrade by the deadline stated in their notification to avoid any disruption to mobile services.
3. Tune Talk may extend, shorten, suspend or terminate the Initiative or any phase thereof, with notice provided through an appropriate communication channel.
Fees and Charges
1. The SIM upgrade under this Initiative is provided free of charge to eligible customers.
2. No SIM replacement fee will be charged for a SIM upgrade completed through Tune Talk’s authorised channels under this Initiative.
3. Delivery charges apply where delivery is offered as part of the Initiative. The applicable charge will be communicated to the customer prior to the customer confirming the request.
4. Costs incurred outside Tune Talk’s authorised Initiative process — including travel, third-party service charges or charges imposed by unauthorised dealers — will not be reimbursed by Tune Talk.
SIM Collection or Delivery
1. Depending on the arrangement offered, the new SIM may be:
  1. delivered to the address confirmed by the customer;
  2. collected from a participating Tune Talk dealer or authorised location; or
  3. provided through another method determined by Tune Talk.
2. The customer must provide complete and accurate information for delivery, collection and identity verification purposes.
3. Tune Talk will not be responsible for any delay, failed delivery or inability to complete a request resulting from inaccurate, incomplete or outdated information provided by the customer.
4. The customer may be required to present valid identification or complete verification steps before the new SIM is released or activated.
5. The new SIM must not be sold, transferred or made available to any other person.
SIM Activation
1. The customer must follow the activation instructions provided by Tune Talk upon receiving the new SIM.
2. A brief, temporary service interruption may occur during the SIM activation process. This is expected and does not indicate a fault.
3. Upon successful activation of the new SIM:
  1. the customer’s existing physical SIM will be deactivated;
  2. the existing SIM can no longer be used to access Tune Talk services; and
  3. the new SIM will become the active SIM for the relevant mobile number.
4. SIM activation is subject to system availability, successful customer verification and completion of any required regulatory or security checks.
5. Customers should confirm that the new SIM has been successfully activated before discarding the existing SIM.
Customer Responsibilities
1. The customer is responsible for:
  1. verifying that any notification received is from an official or authorised Tune Talk channel;
  2. keeping the new SIM secure upon receipt or collection;
  3. completing the SIM upgrade within the communicated period;
  4. following Tune Talk’s activation instructions; and
  5. contacting Tune Talk promptly if the new SIM is lost, damaged, incorrectly delivered or suspected to have been accessed by an unauthorised party.
2. Customers must not disclose any OTP or security credentials to any third party, except to an authorised Tune Talk dealer during an in-person SIM Upgrade process where the Customer is physically present and authorises the use of the OTP to complete the transaction.
Failure to Complete the SIM Upgrade
1. To avoid any unintended disruption to mobile services, customers are strongly encouraged to complete the SIM upgrade by the communicated deadline.
2. Customers who do not complete the SIM upgrade within the stated period may experience limitations or interruption to certain mobile services. Any action taken in relation to an existing SIM will be carried out in accordance with applicable laws, regulatory requirements and Tune Talk’s general service terms, with reasonable prior notice where required.
3. Tune Talk will not be responsible for service disruptions resulting from a customer’s failure to complete the SIM upgrade within the communicated period, except where the disruption is directly attributable to Tune Talk’s proven error or negligence.
Lost, Damaged or Unreceived SIM
1. Customers must notify Tune Talk as soon as reasonably possible if the new SIM:
  1. is not received within the communicated delivery period;
  2. is lost or stolen after receipt;
  3. arrives in a damaged condition; or
  4. appears to have been opened, tampered with or used prior to receipt.
2. Any SIM replacement request made after successful delivery, collection or activation may be subject to Tune Talk’s standard SIM replacement process and applicable charges, unless the issue is determined by Tune Talk to have been caused by Tune Talk or its authorised service provider.
Personal Data
1. Tune Talk may collect, use, disclose and otherwise process the customer’s personal data for purposes connected with the Initiative, including:
  1. customer identification and verification;
  2. determining eligibility;
  3. SIM allocation and activation;
  4. delivery or collection arrangements;
  5. fraud prevention and security checks;
  6. customer support; and
  7. compliance with legal and regulatory requirements.
2. Personal data will be handled in accordance with Tune Talk’s Privacy Notice and applicable personal data protection laws.
3. Where delivery is involved, the customer’s relevant personal data may be shared with Tune Talk’s authorised delivery, logistics or service partners solely for purposes related to the Initiative.
Initiative Availability
1. The Initiative is subject to SIM stock availability, system readiness, network conditions and Tune Talk’s operational requirements.
2. Tune Talk may reject, suspend or cancel a request where:
  1. the customer is not eligible;
  2. the information provided cannot be verified;
  3. Tune Talk suspects fraud, misuse or unauthorised activity;
  4. the relevant mobile line is no longer active or eligible;
  5. the request is a duplicate; or
  6. fulfilment is prevented by circumstances beyond Tune Talk’s reasonable control.
Limitation of Liability
1. To the extent permitted by applicable law, Tune Talk will not be liable for any indirect, incidental or consequential loss arising from participation in the Initiative.
2. Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under applicable law.
3. Tune Talk remains responsible for addressing verified issues directly caused by its systems, personnel or authorised service providers, subject to applicable laws and these Terms.
General Terms
1. These Terms are to be read together with:
  1. Tune Talk’s General Terms and Conditions;
  2. Tune Talk’s Privacy Notice;
  3. the applicable plan or service terms; and
  4. any Initiative-specific instructions or notices issued by Tune Talk.
2. In the event of any inconsistency between these Terms and an Initiative-specific notification, these Terms shall prevail unless the notification expressly states otherwise.
3. Tune Talk reserves the right to amend these Terms where reasonably necessary. Any material amendment will be communicated through an appropriate Tune Talk channel.
4. Tune Talk’s decisions regarding eligibility, verification and Initiative administration are final, subject to the customer’s rights under applicable law.
5. These Terms are governed by the laws of Malaysia.
Enquiries
1. For enquiries or assistance relating to the SIM Upgrade Initiative, customers may contact Tune Talk through its official Customer Care channels or visit a participating authorised Tune Talk dealer.