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Product

Definitions

We, our or us Telenor Myanmar Limited.
You or your means, you the customer.
Float means electronic top up.
PAYG Pay As You Go.
IVR means Interactive Voice Response, the system that can automatically answer a call and interact with the caller who can navigate through menus, get information and order products via input from the phone’s keypad.
USSD means Unstructured Supplementary Service Data, which can be used to send command and order products, by dialing a code as a string, such as *124#.

SIM card & Phone number

Start Up Kit

The Start Up Kit (SUK) includes your Telenor SIM card, your Telenor mobile number, a customer application form (CAF) and information about how to get started.


Included benefits upon activation

When buying a Start Up Kit (SUK), the SIM card may come with some benefits included. The validity of these benefits is detailed in the welcome SMS and details can be found at our points of sale or on our website www.telenor.com.mm . The benefits may have a shorter validity than the main account itself.


SIM card

We offer SIM cards, which can be used as , micro or nano SIM. All points of sale will have SIM cards with and micro combo-SIMs. Nano SIM cards are available in select stores only. Telenor branded shops will offer replacement SIM cards if your SIM is lost or damaged. We cannot be held responsible if you have damaged the SIM card in an unauthorized manner. The replacement SIM card has a fee, which will be paid by you to the retailer. The price of SIM is only for the physical SIM that you will use to get access to the Telenor voice and internet services. The service fees you consume are not included when you buy the SIM card. You have to pay service fees separately when you get a SIM card.


Account Validity

The validity of your account after first call activation is 60 days. After successful account top up ( monetary recharge of account), your validity will be extended to 365 days from the date of top up. If you do not top up your account for 365 days, your account will be suspended. When the account is suspended, outgoing activity such as outgoing calls, outgoing SMS and internet access will be barred. Any counting of accumulated usage will be forfeited and cleared when the account is suspended. You will still be able to receive calls and SMS when your account is suspended. Upon successful top up within 90 days of entering suspended state, the account is reactivated and unbarred and validity will be renewed to 365 days from the date of the most recent top up.
If account is not topped up within 90 days of being suspended, the account will be disabled. When the account is disabled both outgoing and incoming activity, such as outgoing calls, incoming calls, outgoing SMS, incoming SMS and internet access will be barred. Upon successful top up within 90 days of entering disabled state, the account is reactivated and unbarred and validity will be 365 days from the date of top up.
If account is not topped up for 90 days after being disabled, the account will be quarantined. When the account is quarantined, any remaining account balance will be forfeited. We reserve the right to assign the mobile number to another customer after an additional 30 days. At any point in time, before quarantine state, you can make a top up to reactivate the account.


Network services

Telenor’s products and services are provided subject to network availability and functionality in the specific location of the customer at any given time. You are not entitled to any refund of charges incurred or any other compensation due to any unavailability, instability or malfunction of the mobile network.


Onnet, offnet and anynet

Within Myanmar, usage of services such as voice calls and SMS/MMS can be differentiated into onnet, offnet and anynet. Onnet refers to service both originating and terminating in Telenor’s network, such as calls made from one of our customers to another of our customers and SMS or MMS sent from one of our customers to another of our customers.
Offnet refers to services used from our customers to non-Telenor customers, such as calls made from one of our customers to a non-Telenor customer and SMS or MMS sent from one of our customers to a non-Telenor customer.
Anynet refers to use of service irrespectively of recipient’s network operator and would in the examples above include both offnet and onnet service usage.

SIM Tool Kit menu

Telenor SIM cards have a dynamic SIM tool kit menu (STK) embedded in the SIM card. On the device it may be accessed through different menus depending on the device type. The STK can be used on both prepaid and postpaid SIM cards and menu has both Myanmar and English language option. Using the STK menu is free of charge but some of the services that you subscribe through STK is charged as per the specific product or service terms and conditions.


Phone numbers
Number format

Our customers officially have an 11-digit number, which starts with 0979. In some instances customer may have to use only 10 digits (leaving out the 0). The 10 digit number can be dialed using a prefix of 0, +95 or 0095. Call charges will be the same no matter which format is used to initiate the call. For some devices, it is recommended to save number with both prefix +95 and with 0 in the phonebook to ensure the mobile phone can recognize who is calling. We cannot be held responsible for any misunderstanding due to the varieties in the number format in notifications and information sent to you.


Vanity & Choice number

We offer different categories of vanity numbers which each are priced according to the attractiveness of the number. A vanity number has to be chosen at the time of activation and additional charge shall be paid to the retailer at the time of SIM purchase. You might need special approval from us to take a certain number. Choice numbers are non-vanity numbers which are not in use and which the customers picks himself before the first time activation. Vanity and choice numbers are available at Telenor branded stores.

Top up & Balance

Top up card

We offer monetary top up (recharge) value on physical scratch cards in specific denominations. You can top up using either USSD code or IVR. To top up using USSD, press *123*Password# followed by the call button. To top up using IVR call 979 and follow the instructions. The new balance will be announced or sent via SMS after top up is successfully completed. Each top up card can be used one time. Purchased top up card credit is non-refundable and non-transferable. Top up card credit utilization is only valid for Telenor products and services such as voice, data, and content services. The top up card is valid until the date printed on the scratch card and has to be activated before this date. Following activation of the top up card, a validity will be applied to the credit as detailed in the balance notification.


Top up via Eload

Eload is an electronic top up which can be done from any Telenor outlet. You can visit any authorized Telenor retailer to top up your mobile account by giving your mobile number and paying directly to the retailer. The retailer will top up for you with his special Eload SIM card. You will get the updated balance once the top up process is completed. The value transferred through the Eload can be used only once. Purchased top up card credit is non-refundable. Top up credit utilization is only valid for our products and services such as voice, data and content services provided by Telenor or independent 3rd parties through our network.


Balance check

Balance check functionality is available to query information about account balance and received benefits. Main account balance can be queried through USSD command *124# which will display the main account balance in handset display. You can query subaccounts with free or prepaid benefits through the USSD command *124*1#. This extended balance is then shown as USSD or sent as SMS. Balance check functionality is subject to network and system availability. We cannot be held responsible for any loss incurred due to unavailability of the balance check functionality. The balance is shown in whole Kyat value for ease of use, but systems will keep track of exact decimal balance which can be queried through our call center.


Low balance notification

If your main account balance falls below 100 Kyats, we will notify you to top up soon. The notification will come at the first call initiated after the balance falls below 100 Kyats. Internet access will be automatically barred when balance reaches 100 Kyats to ensure that you has enough balance to make a voice call.

Mobile Voice and SMS

General
Benefit buckets/ included units

Benefit buckets are used to hold benefits included in packs such as voice minute packs, SMS packs, data packs and other packs. The benefits included in a pack can be restricted to certain usage, e.g. onnet SMS can only be used to send SMS to other Telenor numbers. Upon usage of a specific service the specific usage will be deducted from the benefit bucket rather than charged to the customer’s account. Upon depletion of the bucket, i.e. for any usage beyond the benefits included in the bucket, the usage will be charged as per the applied price plan and deducted from the main balance. You may not receive a notification when the pack is depleted. The benefit buckets must be used within the given validity. Any benefits remaining in the bucket after expire of validity will be forfeited and will not be refunded. Although the benefits have been used and the charging thus following the active price plan, a query of the active packs, e.g. through USSD menu, may still show packs as active, although they are empty and thus not applicable.


Auto-renewal

We may offer services which are auto-renewed after a period of time. In this case, the specific terms and conditions for the product will specify how the auto-renewal is done. For most services, you will receive an SMS notification one day before the service will be automatically renewed. If you do not unsubscribe at this time, the service will be automatically renewed and the price for the next period of time will be deducted from your main account. If you do not have enough balance in your account to renew a specific service, you will be unsubscribed from the service. Specific products may have a different auto-renewal procedure which will be detailed in the product specific terms and conditions.


3rd party use

Our SIM card is intended for private person use only and we reserve the right to disconnect customers who are using the connection for any 3rd party usage such as reselling our services or allowing any 3rd party to use the service regardless of terms.


Tax

We will have the right to pass end user government taxes to you. The price will always be communicated so it is clear which is the amount excluding and inclusive of tax.


Voice call

All our Voice SIM cards will be enabled to use voice services such as making calls to mobile, fixed or international numbers. Unless specified in the priceplan otherwise calls are charged on a time basis in intervals of 6 seconds and are rounded up to the nearest multiple of 6 seconds. Different charging principles can apply for respective number groups (e.g. international calls, premium charged numbers). We do not charge a call setup fee and the call will only be charged when the connection has been successful.
It is not possible to make an anonymous call, i.e. it is not possible to prevent the receiver’s ability to see your number. The receiver’s ability to see your number is subject to functionality of the receiver’s handset.


Calls to Customer Center

You can call our Customer Center from any Telenor SIM by dialing 979. From abroad or from other numbers, you must call +95(0)9790097900. Calls to the Customer Center IVR are free of charge. If you choose personal assistance from a Call Center agent, you will be charged according to your priceplan.


Post call notification

You can receive post call notifications as USSD notification which gives customer information about the most recently terminated call. The notification will contain the call cost, call duration and the remaining balance in your account. If you have any free minutes in your account, these will be used first and the call cost will be displayed as 0.00 Kyats.
You must note that if an internet session is active on the handset while the call is being made, the system may automatically reserve some credit for the active session which will be indicated when the post call notification displays the main account balance. This may lead to an inaccurate account balance being displayed in the post call notification. Balance query through *124# USSD will at all times display the actual balance remaining in your account.


Peak/off peak hours

Some products and services may have different prices depending on the time of day or the day of the week. Specific products may define their peak and off-peak hours differently, which will be informed in the specific product or service’s price plan terms and conditions.


Default network services

Call hold

You can put an ongoing call on hold while answering another call. If you initiated the call, the charging of the initial call will continue as per applied price plan, while the second call is being answered. You can use this service without registering in advance, but actual functionality can be handset dependent and service is subject to handset support.


Conference call

We allow conference calls by adding additional callers into an ongoing call. Up to five people can join a conference call. If you add people to the conference call you will pay for each initiated call separately as per the applied Price Plan. You can use this service without registering in advance, but actual functionality can be handset dependent and service is subject to handset support. Conference call can only be made within Myanmar, not while roaming abroad.


Call divert

Call divert allows you to redirect incoming calls (which are not answered) to voicemail or a designated mailbox. See terms and conditions for Voicemail under VAS section. You may be charged for diverting the call. You can use this service without registering in advance, but actual functionality can be handset dependent and service is subject to handset support.


Call forwarding

Call forwarding allows you to forward your incoming calls to another phone number. You will be charged for the call forwarding in the same way as if you made the call. You can use this service without registering in advance, but actual functionality can be handset dependent and service is subject to handset support.


Messaging

SMS

Each SMS is charged on submission as per the applied price plan. An SMS is limited to 160 characters in English language or approximately 70 characters in Burmese language (SMS in languages other than English are handset dependent features). If an SMS will be more than 160 characters, it will be charged as one SMS for each 160 characters or part thereof. SMS are sent via the Telenor SMS central (SMSC). Our SMSC number is +959790000600 and will be stored automatically in the handset when using Telenor SIM card. If the customer manually changes this number, the SMS service will not work.


MMS

An MMS is a multimedia message which can contain both text, audio, pictures. Each MMS is charged per unit on submission as per the applicable price plan. Each MMS has an upper size limit of 500KB and MMS larger than this may not be delivered. It is only possible to send MMS to Myanmar numbers while they are in Myanmar. It is not possible to send to an international number or to send and receive MMS while roaming outside of Myanmar. The receiver may not be able to receive MMS depending on handset type and network configuration.

Internet

Internet service - pay as you go

The SIM is activated to use data services by default. Data is charged based on volume downloaded and is charged in intervals of 50 KB and is rounded up the nearest whole 50 KB. If you want to disable internet, you can send an SMS with ‘internet off’ to 500. If you wish to re-enable internet, you can send an SMS to 500 with ‘internet on’. You may need to restart your phone for the change to be effective.


Smart Internet

Smart Internet is Telenor’s high speed internet PAYG product, which gives you speed more than 2 mbps. To opt in to Smart Internet, you have to send an SMS to 500 with text ‘smart’. If you want to go back to My Internet, send ‘my’ to 500. There is no daily maximum price or cap (cut off limit) but you will be notified starting at 5 MB consumption to ensure you have control of your usage. The price per MB is specified at our website and at the Telenor shop.


Internet speed

The speed announced is a maximum speed and actual speed may vary depending on multiple factors such as total internet use by other customers on our network, servers accessed, distance to mobile network tower and handset/device used to access the network. We cannot guarantee service availability or a certain speed and cannot be held accountable if a certain speed is not delivered.
We use both 2G and 3G technology to deliver internet. In areas with only 2G coverage, the maximum speed is the maximum 2G speed.
Excessive data usage, peer to peer and VoIP data usage.
The data services are provided for personal use only and reselling or renting or otherwise offering to 3rd parties are not allowed. We reserve the right to block usage and/or disconnect you if usage is significantly above average usage of high end users (e.g. 1 GB per day). We may monitor or log usage for technical use. We may block access to tethering services, VoIP services and any content deemed illegal or inappropriate. We may block or throttle P2P traffic, excessive file sharing or FTP traffic. We may block or throttle certain traffic types at certain times to avoid network congestion.


Data packs

Data packs must be used within the given validity. Any data not used within the stated validity period will be forfeited and will not be refunded. When a data pack is exhausted or expired, you will return to your default internet charging unless the pack is automatically renewed (auto-renewed). If a pack is renewed automatically, you will be notified in advance before the auto-renewal will happen. A specific data pack can have a separate speed profile which can change the available speed for the customer to a speed that is higher or lower than the default product. If you buy more internet packs with same speed, they will stack up meaning the quota will be added. If you buy packs with different speeds, the pack with the highest speed will take preference and will be used before the pack with the lower speed. This can mean that the slower pack may expire while you are using the faster pack.


URL-based packs

A URL-based pack is a product where the data consumed using a specific app or through a specific URL is included in the subscription. Example could be a Facebook pack with a certain quota to be used within a certain time.


Internet settings

You must have the correct internet settings (APN) stored in your handset to be able to use Telenor internet service. New customers will receive settings automatically if the handset can support automatic settings. If not, then you will receive an SMS with instructions on how to set the APN manually. The APN for internet use is ‘internet’.


WAP

WAP is charged per data usage incurred as per the data price in the applicable price plan. WAP and internet traffic are charged at same rates.

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International Services

International voice call and SMS

All Telenor customers can use international services such as making calls and sending SMS to international numbers. Charges apply as per destination list. Rates are charged on a time basis in intervals of 6 seconds. Telenor reserves the right to change the rates at its discretion. Updated rates will be available on our website www.telenor.com.mm . All international services are offered subject to availability of our services to the given destination as well as the availability of the destination network.


Barring/Unbarring

You may choose to bar international services by calling our call center. ID check might be required to perform these operations. We are entitled to dismiss such request in case ID check is not deemed satisfactory.
SMS will be charged per unit. We cannot be held responsible for SMS delivery failure to international networks, e.g. in case of a network fault at the recipient end. You will be charged upon submission of the SMS. You can receive calls and SMS from international numbers including credit card or app confirmations. Confirmation SMS depends on whether the sending party has an agreement with us to deliver traffic to our network.


International Roaming

As a default you can use international roaming services. Charges apply as per destination list. Rates are charged on a time basis and are rounded up to nearest whole minute. We reserve the right to determine whether or not you are eligible for and will be offered international roaming service. If we choose to offer postpaid price plans, you shall produce for inspection a valid passport upon application for the International Roaming Service. You may, at our discretion, be offered a credit limit in respect of charges incurred in using the International Roaming Service and/or International Direct Dial Service. You may request for a higher credit limit and we may grant the same at subject to specific conditions defined by us.
You shall promptly and in any case within 24 hours, report to us any lost or stolen SIM Card or mobile phone. Until such report has been received by us, you will be liable for all charges incurred.
We reserve the right to bar outgoing roaming activities if fair usage policy is not kept and excessive usage is reported. You may choose to bar roaming services by calling 979. ID check might be required to perform these operations, and we are entitled to dismiss such request in case ID check is not deemed satisfactory.


International Balance Transfer

With International Balance Transfer, Telenor Myanmar subscribers can receive airtime transfer from subscribers of other selected networks outside of Myanmar (list of participating operators is non exhaustive).
We are not responsible if balance is sent to a wrong number. No refund will be provided by us. Our customers can only receive balance. It is not possible to transfer airtime from within Myanmar to other countries. Specific denominations will be offered at the sender’s end and a processing fee will be applied aligned with local conditions of the sender’s mobile operator. We are not charging any fee for receiving the airtime. We are not responsible for the charges applied to the sender.
Our subscribers are receiving credit for airtime purpose only. The airtime received via balance transfer is not redeemable as cash.

Value Added Services (VAS)

Wikipedia & Wikipedia Zero

If you are already a data pack user, no data consumption will happen from the data pack on browsing Wikipedia. You can browse from m.wikipedia.org or zero.wikipedia.org to choose your language. If you are a PAYG user and you browse Wikipedia, you will not be charged for this data usage. If you connect to any site or resource outside of Wikipedia, e.g. via link from Wikipedia site, data charges will be applicable.
The Wikipedia sites “m.wikipedia.org” and “zero.wikipedia.org” may not work in all browser, e.g. it will not work on Blackberry browser or UC Browser. It will work on Telenor co-branded Opera Mini browser.
Depending on functionality and configuration, some handsets, especially smartphones, may allow background applications to access data services outside of Wikipedia, without this being initiated or intended by the customer. Such data usage will be charged as per the applied price plan, and thus you may incur some data charges depending on your device settings, even while actively using only Wikipedia.


My Tune

You will need to subscribe to use the My Tune service. You agree to pay for the cost of subscription. My Tune has a weekly subscription fee as well as a fee per song download, which are deducted from your main balance. You agree to pay for the cost of subscription upfront upon subscription. Subscription renewal will automatically happen at the end of current subscription period. You will be notified in advance for the subscription renewal as well as the status of the charging when renewal happens.
If you call the My Tune IVR, rates are charged on a time basis and are rounded up to nearest whole minute.
You need to purchase/download songs to your own library to set the songs as Tune. You can have a maximum of 10 tunes in your library at a time. Validity of each song in library is 365 days from the day of downloading. After 365 days, the song will be removed from your library, after which you must download the song again to use it as Tune.
Telenor is not responsible for any copyright infringement or other copyright issue related to the Tune. Telenor is only distributing the song on behalf of different music label and content providers. Telenor has the right to temporarily prevent access to or cease the availability of any Tune without advance notification to the subscribers.


My Tune Portal

You agree not to disclose own password to any third party and takes sole responsibility for any activities or actions done while user is logged in using your password, whether or not you have authorized such activities or actions. You agree to immediately notify us via mytune.telenor.com.mm of any unauthorized use of your password.
Your continued use of the site shall be deemed your conclusive acceptance and understanding of the Privacy Policy alongside with these Terms and Conditions.
If you use this site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer or mobile.
Furthermore, you are responsible for any and all activities that occur under your account or password. You authorize us to assume that any person using the site with your password and user name either is you or is someone authorized to act for you. You agree to authorize us immediately to take appropriate action of any unauthorized use of your account or any other breach of security. We shall not be liable for any loss that you may incur as a result of someone else using your password or account either with or without your knowledge.
You must not use the site in any way that causes or is likely to cause the site or access to it to be interrupted, damaged or impaired in any way. You understand that you are solely responsible for all electronic communications and contents sent from your computer or handset to us. You must use the site for lawful purposes only.
All content included on this site, such as text, graphics, logos, button icons, images, audio clips, digital downloads, is the property of Telenor Myanmar Limited or its content suppliers and protected by Copyright Law. The compilation of all content on this site is the exclusive property of Telenor Myanmar Limited and protected by Copyright Laws.
Please refer to the My Tune Portal for more details on its terms and conditions.


SMS-based Services

SMS-based Services are content pushed via SMS (e.g. news or sports updates). You agree to pay for the cost of subscription from your main balance upfront upon subscription. You understand that, the subscription renewal will automatically happen at the end of each current subscription period. You will be notified in advance for the subscription renewal as well as the status of the charging when renewal happens. We are not responsible for the contents of the text based services.
The content provider is an independent third party to us and the content provider has the sole responsibility for the contents. We have the right to temporarily prevent access or terminate the SMS based services when necessary without notifying the subscribers in advance. We reserve the right to use the customer information obtained from such services for various purpose including but not limited to customer service, new service development, business intelligence, customer lifecycle management, promotion, marketing and advertisement of other services.


Missed Call Alert

You need to subscribe to Missed Call Alert service to use it. You agree to pay for the cost of subscription from their main balance upfront upon subscription. Subscription renewal will automatically happen at the end of each subscription period. You will be notified in advance for the subscription renewal as well as the status of the charging when renewal happens.
You cannot subscribe to Voice Mail service, if you are already subscribed to Missed Call Alert. You must unsubscribe from Missed Call Alert before subscribing to Voicemail service.
If you are roaming, the availability of Missed Call Alert service varies subject to the capabilities of the foreign network to which you are connected.


Telenor Mobile Portal

Telenor Mobile portal is for our customers to download mobile contents such as wallpaper, animation, themes, ringtones, full track mp3 songs, video clips, news, entertainment, information contents, games, apps etc. Telenor will charge fees for contents in different forms such as download fee, subscription fee etc. In case of subscription based service with auto-renewal, you will be charged periodically according to the subscription cycle. Your use of the portal and downloading contents are deemed as conclusive acceptance and understanding of the service terms for Mobile Portal. You are solely responsible for your own actions performed on the Telenor Mobile Portal.
We reserve the right to perform changes in contents, look and feel and services on the mobile portal without any prior notice to you. We will not be responsible for any issue/damage of the handset resulting from using the site or from any downloaded contents. We are not responsible for unsupported device for certain content types and in such cases, we are not responsible for content delivery to you and the charged fees will not be refunded. We are not responsible for the intellectual property right (IPR) of the contents sourced from content providers and will not have any liability of IPR for such contents. We reserve the right to display advertisements on the mobile portal and you agree to be exposed towards such advertisements.
We may collect customer specific information from the mobile portal such as visit trend, download, device, browser etc. to enrich customer experience as well as for better support through customer service. We reserve the right to use such customer data obtained from the mobile portal for the above purpose.


Co-branded Opera Mini

You need to have a valid data pack or access to PAYG data services for browsing internet through Opera Mini. You will be charged for data usage as per applied price plan. Telenor or Opera will not be responsible for any modification of the client. We will not be responsible for any issue/damage of the handset resulting from using the Opera Mini app. You will be liable for any actions performed through opera mini client.
You can stream videos only if the device support native streaming. The Opera Mini app does not support streaming, so you will not experience streaming video, if the device does not have a media player with streaming support. By using Opera Mini, you agree to the end user terms of use from Opera Software.


Voicemail Service

You needs to subscribe to be able to use Voicemail service. You agree to pay for the cost of subscription from your main balance and to pay for the cost of subscription upfront upon subscription.
You are not charged when incoming calls are leaving a voicemail message. Charges apply when you call the Voicemail service and navigates the menu and listens to received messages. Rates are charged on a time basis and are rounded up to nearest whole minute.
Subscription renewal will automatically happen at the end of each subscription period. You will be notified in advance for the subscription renewal as well as the status of the charging when renewal happens.
You cannot subscribe to Missed Call Alert, if you are a current Voicemail service user. You must unsubscribe from Voicemail service before subscribing to Missed Call Alert.
A maximum of 100 messages can be stored in the Voicemail inbox. If the number of messages reach this limit, the oldest message will be deleted. You are charged while using the Voicemail service IVR to retrieve voice messages, set personal greeting etc.
If you are roaming, the availability of Voicemail service varies subject to the capabilities of the foreign network to which you are connected.


Domestic Balance Transfer

If you are the sending party for Balance Transfer, you will pay a processing fee which will be deducted from your main account in addition to the transferred amount. Balance transfer can be done even if you are outside Myanmar and using roaming.
You agree to use the balance transfer service for lawful purpose only. We reserve the right to change the service model, fee, access channel of the service at any time without prior notice. There will be a minimum and maximum amount which can be transferred through Balance Transfer. We reserve the right to limit attempts of balance transfer or actual balance transfers done by you in a given period. You can only transfer balance to another of our subscriber, and not to subscribers of other operators.


Call Me Back

Call Me Back service is a USSD based service to request a call from another party when you are out of balance. The Call Me Back service sends an SMS to a specific phone number requesting the user to call you back. We reserve the right to block access to the service for you if usage is above a certain limit per day or per week or per month.
You agree to use the Call Me Back service for lawful purpose only. The service is free of charge. The party calling you back will incur charges as per agreement with that party’s operator. We reserve the right to change the service model, fee, access channel of the service at any time without prior notice.
We will not be responsible if the receiving party does not call back or does not receive the SMS in a timely manner.


USSD menu

You agree to use USSD service to activate and/or subscribe to other services. We reserve the right to change any service on the USSD menu at any time without prior notification. You agree to pay for the services in USSD menu as decided by us or as per applicable price plan. We reserve the right to change prices of any service in USSD menu at any time. You access the USSD menu by dialing *979#.

Device & Handset

Handset bundle

We may provide device product bundles which gives you benefits in terms of free units from us when buying select devices through Telenor outlets. Benefits will be paid out deferred every month for a period of time depending on the bundle. Within 72 hours of taking the phone in use with Telenor SIM card, first activation of bundle will be delivered. Only the 1st paired Telenor SIM card Telenor SIM card will get bundle benefits for consecutive 6 months. A month will be counted from the 1st bundle paired date; not as calendar month. Free units will not be transferable to next month.


After sales & support

Devices bought in our outlets will be covered by a warranty which means that you will receive service and after sales support in case there is a problem with the device. In some cases our designated service partner may choose to repair or replace the phone depending on the specific case.
Warranty card is included in the box with device and/or accessories. Warranty card Terms & Conditions for device after sales service will apply. You can visit any repair service center available for customers as mentioned in the warranty card.

The above terms and conditions apply to both Prepaid and Postpaid otherwise separately mentioned under Postpaid only terms and conditions below.

Postpaid

SIM card & Phone number

AccountValidity

The validity of your account is subject to your payment of your invoices. The monthly invoice is made after the end of each bill cycle. The invoice is due by the 21st day after the invoice is made. We reserve the right to charge a late payment fee, if you have not paid the bill by the due date.

If you have not made a payment by the end of the next bill cycle, your outgoing services and any chargeable services, such as outgoing calls, outgoing SMS, internet access, VAS services, incoming roaming, will be barred.

If the payment is not made before the 60th day of the invoice date, the account will be disabled and both outgoing and incoming services such as outgoing calls, incoming calls, outgoing SMS, incoming SMS, internet access and any chargeable services will be barred. If payment is not done on the 90th day from the invoice day, the account and phone number will be closed. After the 90th day, the customer is not able to get the same phone number again and has to register again for the services.

Vanity & Choice number

Choosing a vanity or choice number is only possible when activating a prepaid number, but a prepaidvanity or choice number can be converted to postpaid.

Top up, Balance and Credit Limit

Balance check

Balance check functionality is available to query information about credit balance and received benefits. Credit balance can be queried through USSD command *124# which will show the available credit in handset display. You can query subaccounts with free or postpaid benefits through the USSD command *124*1#. This extended balance is then shown as USSD or sent as SMS. Balance check functionality is subject to network and system availability. We cannot be held responsible for any loss incurred due to unavailability of the balance check functionality. The balance is shown in whole Kyat value for ease of use, but systems will keep track of exact decimal balance which can be queried through our call center.

Security deposit

At any time before or during the provisioning of the service, you are required to pay a security deposit to us to activate the postpaid services which is refundable upon termination of the agreement after deduction of any outstanding invoices. The amount of the Security Deposit shall be any amount required by us.

Credit Limit

When you activated your postpaid number, a credit limit will have been applied to your account. This credit limit is one of the conditions of your account, and is the total amount you are allowed to spend on your account without additional payment. You will be notified via SMS when you have used 80% and 90% of your credit limit. Once you reach your credit limit, you will not be able to make any chargeable activity such as outgoing call, outgoing SMS or internet access until next bill cycle starts. However, if you have benefits such as free minutes, data or monetary, you will be able to make calls or use the internet.

Mobile Voice and SMS

General

Benefit buckets/ included units

Benefit buckets are used to hold benefits included in packs such as voice minute packs, SMS packs, data packs and other packs. The benefits included in a pack can be restricted to certain usage, e.g. onnet SMS can only be used to send SMS to other Telenor numbers. The benefit may also be a monetary value that can be used for chargeable activities.Upon usage of a specific service, the specific usage will be deducted from the benefit bucket rather than charged to the customer’s account. Upon depletion of the bucket, i.e. for any usage beyond the benefits included in the bucket, the usage will be charged as per the applied price plan and deducted from the credit balance. You will receive a notification when the pack is depleted. The benefit buckets must be used within the given validity and will be refreshed every bill cycle. Any benefits remaining in the bucket after expire of validity will be forfeited and will not be refunded. Although the benefits and packs have been used and charged according to the active price plan, a query of the active packs, e.g. through USSD menu, may still show packs as active although they are empty.

Auto-renewal

We may offer services that are auto-renewed after a period of time. In this case, the specific terms and conditions for the product will specify how the auto-renewal is done. For most services, you will receive an SMS notification one day before the service will be automatically renewed. If you do not unsubscribe at that time, the service will be automatically renewed and the price for the next period of time will be deducted from your credit balance. If you do not have enough credit in your account to renew a specific service, your service will be suspended until there is sufficient credit. Specific products may have a different auto-renewal procedure.

Post call notification

You can receive the post call notifications as USSD notification which gives customer information about the most recently terminated call. The notification will contain the call cost, call duration and the available credit. If you have any free minutes in your account, these will be used first and the call cost will be displayed as 0 Kyats.

You must note that if an internet session is active on the handset while the call is being made, the system may automatically reserve some credit for the active session which will be indicated when the post call notification displays the main account balance. This may lead to an inaccurate account balance being displayed in the post call notification. Balance query through *124#, USSD will at all times display the actual balance remaining in your account.

Internet

Data packs

Data packs (also called internet packs) must be used within the given validity. Any data not used within the stated validity period will be forfeited and will not be refunded. When a data pack is exhausted you will return to your normal default internet charging until 30 days from the time of subscription where the pack is automatically renewed (auto-renewed). You can only subscribe to one internet pack at a time. The internet pack will automatically be renewed after 30 days from the time of subscription and this cycle may not follow your monthly bill cycle. If you use up your existing internet pack and want to subscribe to a new internet pack before 30 days from the time of subscription where the pack is auto-renewed, please contact our Call Center. To change to a different internet pack or to unsubscribe from your existing internet pack, please contact our Call Center.