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Terms and Policies

Legal > Fixed Broadband > General Terms & Conditions

General Terms & Conditions

Our agreement with you is set forth in these General Terms & Conditions, which apply to each and all our services (“Services”). Our agreement with you will also include our product and services terms, promotional terms, and policies applicable to you, depending on your subscription of our products and services  set out hereour support pages or on the applicable forms,  which will impose additional rules to specific services and in specific instances (“Agreement”). Taken together, the terms and conditions in the Agreement may be amended by us from time to time. It is your responsibility to be aware of such changes, which will take effect when posted on our Website. All references to “we”, “us” and “our”, are to MyRepublic.

  1. Eligibility for Our Services
    1. Residential Services
      1. You must be a Singapore Citizen, a Permanent Resident of Singapore, or a foreigner holding an Employment Pass.
      2. You must be at least eighteen (18) years of age.
      3. You must apply under your NRIC, Passport, or FIN number.
      4. You must qualify under our credit policy.
      5. You must not have any outstanding accounts with us.
      6. You must not have been a customer who has previously misused our services.
      7. We may decline acceptance of your application for service at our discretion.
    2. Business Services
      1. You must be a business entity with a company or business registration number which is registered with the Accounting and Corporate Regulatory Authority of Singapore.
      2. You must qualify under our credit policy.
      3. You must not have any outstanding accounts with us.
      4. You must not have been a customer who has previously misused our services.
      5. We may decline acceptance of your application for service at our discretion.
  2. Getting our Services
    1. Use of Equipment is Required. All our Services must be accessed via equipment. We will either send you the equipment needed to connect to our Services, or advise you of equipment needed. Unless we agree otherwise, you must obtain and maintain at your own cost all equipment necessary to access our Services. It is your responsibility to purchase the equipment as notified to you. We will not be liable to you for any loss or damage caused by your installation of the equipment.
    2. Equipment from our Recommended Partners. Where we have recommended equipment for use with the Services and you have chosen not to take our recommendation, we cannot guarantee compatibility of the equipment or provide on-going support. Where equipment is purchased from our recommended partners, we are not responsible for such equipment. In the event any equipment you have purchased from our recommended partners is faulty upon arrival, please contact the recommended partner for a replacement.
    3. Use of your Equipment. We are not responsible for your equipment working properly. You are responsible for maintaining any equipment that is relevant to the Services, which you own which includes phones, computers, and gateways. We are not responsible if you are not able to use the Services because your equipment does not work properly, is not compatible with the Service or does not meet the minimum specifications established by us or because of faults in any public communications provider’s network. Any equipment which you own and which you connect to the Service must meet with all relevant laws and regulations. We will not be liable in any way for any loss or damage which is caused to your own equipment.
    4. Requirement to Abide by Terms & Conditions. If you keep to the terms & conditions of your agreement, we will provide you with the Services. As well as these General Terms & Conditions, Specific Terms & Conditions also apply, in addition to other legal requirements, as published by us on the MyRepublic Website. These may be updated by us from time to time so please check the MyRepublic Website regularly. These will apply to your use of the services so please read through them carefully.
    5. Our Reasonable Skill & Care. In supplying the Services we will always use our reasonable skill and care, and we will always aim to provide you with the best service possible, but are not able to guarantee fault-free performance. Due to the nature of the Internet, we cannot guarantee specific levels of performance for the Internet access. We cannot guarantee that maximum transmission speeds can be obtained at any time. Due to contention on the telecommunications network and other factors outside MyRepublic’s control your internet access speed may vary from time to time. In addition the speed and limitations of your equipment may affect the transmission speed that we can provide you. You agree that you will tell us about any fault in the Services by phoning, emailing or writing to our Customer Support team, who will aim to respond as promptly as possible.
    6. Customer Service Monitoring. To make sure we’re always giving you best possible service, we may monitor and record phone conversations you have with our team. We’ll use these to shape our training where we can.
    7. Network Monitoring. We reserve the right to monitor and control data volume and/or types of traffic transmitted via Internet access. In the event that your use does not comply with the terms & conditions, or policies, which you can read on our Website, we reserve the right (at our sole discretion) to reduce, suspend or terminate your Internet access. During any time of reduction or suspension, you will remain liable for the payment of your Service charge.
  3. Responsible & Acceptable Use of our Services
    1. Acceptable Use Policy. Your Service remains subject to Acceptable Use rules set out in our Acceptable Use Policy. Together with these terms and conditions, it is part of your legally binding relationship with us. MyRepublic reserves these at any time without prior notice and solely at our own discretion. Any changes will take effect when posted on our Website.
    2. Bearing Responsibility. You agree to take responsibility for all liabilities, claims and losses which are in any way connected with the misuse of our Services.
    3. Username & Password. You will keep your user name and your password confidential and secure. The security of your account is your responsibility. If you think that your user name or any other MyRepublic user name or password has become known to any unauthorised person or may be used in an unauthorised way you must inform us immediately.
    4. Dynamic IP Addresses. You acknowledge that we may change your Internet Protocol (IP) address from time to time without giving you notice.
    5. Service Announcements. We reserve the right to email service announcements to you, including bulletins describing changes in terms and conditions.
  4. Paying for your Services
    1. Monthly Billing. We will bill you monthly. However, we may send you bills at such intervals and on such dates as we deem appropriate.
    2. Payment Due Date. Your account balance is due on the due date set out in our invoice to you, such date being set by us at our sole discretion. Please pay your invoice by the due date.
    3. Pricing. Your bill will reflect the prices and charges based on our applicable price and fee schedule. Unless otherwise provided, all prices are payable in Singapore Dollars, and are inclusive of 9% GST (subject to changes in prevailing GST rate).
    4. Please Pay on Time. You must ensure that your payments are received by MyRepublic by the due date for payment shown on your bill. We normally try to remind you your payment is overdue. If you do not pay your bills in full on time, we may:
      1. charge you a late payment charge as set out in Clause 4(13) below;
      2. refer, sell, assign or dispose any debt that is outstanding from you by thirty (30) days or more to a debt collection agency or a debt purchaser;
      3. we may charge you the reasonable costs (including debt collection recovery and debt management costs) incurred by us in recovering the outstanding amount from you; and
      4. we may suspend the services until such time as we receive the outstanding amount, or terminate our Agreement, in accordance with Clause 9.
    5. Disputing Charges. If you wish to dispute any charges, you must do so in writing before the due date. If you choose to dispute any charges which you have paid, you have one year from the date of the invoice, to do so. We will respond to you in writing within thirty days from the date we receive your dispute letter. An administrative charge may be levied for retrieving any record in relation to the disputed charge.
    6. Modes of Payments. You can only pay your bills by GIRO or with a Singapore debit/credit card registered in your name, or such modes of payment as we may at our sole discretion provision for.
    7. Payment Handling Charges. MyRepublic will provide you with payment handling services for debit, credit card and GIRO payments only. You agree that MyRepublic may charge you a separate payment handling charge for any other mode of payment.
    8. Valid Payment Details. You will not use an invalid or false bank account, credit card or debit card or an out of date debit/credit card.
    9. Sufficient Funds. You will ensure that there are sufficient funds available in your account registered with us to pay for Services charged by us.
    10. Changes to Payment Details. You will immediately notify MyRepublic through our Contact Us methods of changes to your bank account or credit card details
    11. Default Fee. If any payment of yours is cancelled or is not cleared by your bank, we are entitled to charge you a default or processing fee.
    12. E-Billing. You consent to receive your bill from us, electronically. Our bills to you shall be sent by email via our E-billing service, and you must provide us with a valid and up-to-date e-mail account. The accuracy of that e-mail address is entirely your responsibility. You shall remain fully liable for any bills for which notification has been sent to your e-mail address. We reserve the right to modify the E-billing service at our discretion. You will remain fully responsible and liable to pay any bills of which notification has been sent to your e-mail address regardless of whether or not you access that e-mail account and read the relevant e-mail or are disconnected from your e-mail account for any reason. We cannot guarantee uninterrupted and/or reliable access to the E-billing service and make no guarantees whatsoever as to its operation, availability, functionality, that it will be free of error or disruption or otherwise.
    13. Reminders and Late Fees. We normally send reminders for late bill payments. We may charge a late payment charge of S$15 on each overdue invoice, if we have not received your payment by the respective payment due date.
    14. Deposit. We may ask you for any deposit at any time (as we believe to be reasonable in the circumstances) as security for the performance of your obligations to us. A deposit does not relieve you from your obligations to pay our charges, and you cannot require us to apply this deposit in payment of our charges to you. We may, at our discretion, use this deposit to offset any amounts outstanding under your account. The deposit will be returned to you, without interest, after this Agreement is terminated and all outstanding charges are settled.
    15. Fee Changes. MyRepublic reserves the right to increase or decrease fees from time to time, at its sole discretion.
  5. Product Description, Promotional Offers, Pricing
    1. Product Description and Pricing. We do not warrant that descriptions and pricing of our Services offered published in our pricing and fee schedules, are accurate, complete, current, or error-free. The descriptions, pricing and availability of Services will be subject to change, withdrawal or discontinuance at our absolute discretion and without the need to assign a reason thereof. We will not be liable in any way for any inaccuracy, errors or discrepancies in relation to any Services offered. We reserve the right to reject or cancel any orders resulting from such inaccuracy, errors or discrepancies, without liability. If a Service is not as described, your sole remedy is to discontinue using it, and no refund of payment will be made to you.
    2. Contract Period. Your minimum contract period is stated in your subscribed Service plan. Certain Services may be converted to an Off Contract plan unless you subscribe to new Services, or cancel your Services in accordance to Clause 9 below. Off Contract refers to Services offered on a month-to-month basis after expiry of your minimum contract period.
    3. Offer Eligibility and Validity. From time to time, we may make promotional offers each of which may have specific eligibility requirements, validity period, early termination charge, and other terms which will be set out in the specific promotional offer. Each promotional offer is valid until a date determined at the sole discretion of MyRepublic, and may be withdrawn earlier in the event of higher than expected take-up. Promotional offers will only be available to new MyRepublic customers or existing MyRepublic customers who are not subject to an existing contract.
    4. Free Trials. From time to time, we may let you try certain services for free. We also have the right to withdraw these trial services at any time and without giving you notice. You agree that upon the expiry of the free trial period as specified in the service offer with you, the full charges for that service shall apply.
  6. Personal Data & Protection
    1. The Privacy of Your Data is Important to Us. The privacy of your personal data is very important to us, and we look after your details carefully. We adhere strictly to applicable laws and regulation in Singapore.
    2. Use of Your Personal Data. By having the Services we provide activated in your premises and/or by using them you are giving us your consent to use your personal information for:
      1. billing, planning, provisioning;
      2. credit assessment, debt recovery, debt management, prevention of fraud;
      3. telemarketing, research, outsourcing, special offers and rewards;
      4. facilitating interconnection and inter-operability between operators for the provision of Services;
      5. providing assistance to law enforcement, or other government agencies including the IMDA; and/or
      6. as further set out in our Privacy Policy
    3. Withdrawal of Consent. If you wish to withdraw this consent, please contact our Customer Support Team.
  7. Changing & Modifying this Agreement
    1. By Us. We may, at any time, improve, modify or delete any of our terms and conditions and/or our charges and price plans and/or withdraw, suspend or change any of our Services. We will do our best to give you notice of the change. We will do our best to give you notice of the change at least one month before the change takes effect. Any changes will be published on our Website, and if you continue to use the Service after such notice, you will be deemed to have accepted the changes
    2. By You. You may apply for additional Services or request changes to be made to existing Services, by communicating with our Customer Support team. There may be a charge to you if you cancel or downgrade your Services.
  8. Suspending our Services
    1. Service Suspension. We may suspend any or all of the Services immediately without notice if:
      1. you have broken our agreement with you;
      2. we (or our agents and/or contractors) need to carry out any maintenance, repairs or improvements to any part of the services or the system;
      3. we are acting in compliance with a requirement of any relevant regulatory authority or law enforcement body;
      4. we have reason to believe that you use, allow the use, intend on using our Service fraudulently or dishonestly;
      5. we believe that you have or another person at your premises has committed, or may be committing, any fraud against us or against any other person or organisation by using the Services;
      6. you fail to pay the deposit when requested of us; or
      7. in our reasonable opinion it is necessary to do so.
    2. Costs of Suspension. If we suspend the Services because you have broken our agreement with you, we may make a charge to you reflect our costs in suspending and, if applicable, starting the Services again. You may also be liable for all charges for Services during this period of suspension.
    3. Consequences of Suspension. Unless you are otherwise notified by us, your contract period will be extended accordingly based on the suspension period of the Services.
  9. Ending this Agreement, Service Downgrading
    1. Service Cancellation. If you wish to cancel your Services after activation, you must notify the MyRepublic Customer Support team. Services with a minimum contract period can be cancelled by you by giving at least seven (7) days’ notice unless otherwise provided. You shall be responsible for all charges relating to your account up until the effective cancellation date and the relevant termination fees stated under Clause 9. In all cases without exception MyRepublic is not responsible for any equipment purchased by you and cannot offer reimbursement of any equipment upon cancellation. Service downgrading will be treated as a cancellation. Upon cancellation of the Service. you must return our ONT, power adapter, fibre patch cord and LAN, in a clean state and good working condition, fair wear and tear excepted.
    2. Service Cancellation Off Contract plans. If you wish to cancel Services under the Off Contract plan, you must notify the MyRepublic Customer Support by giving at least seven (7) days notice before your monthly billing cycle date. You shall be responsible for all charges relating to your account up until the effective cancellation date. In all cases without exception MyRepublic is not responsible for any equipment purchased by you and cannot offer reimbursement of any equipment upon cancellation. Service downgrading will be treated as a cancellation. Upon cancellation of the Service. you must return our ONT, power adapter, fibre patch cord and LAN, in a clean state and good working condition, fair wear and tear excepted.
    3. Consequences of Cancellation – Termination Fee. You will compensate us for any damages or losses we may suffer because of your early termination. If we have allowed you to defer payment of the price of any equipment provided to you by us or you have been gifted equipment under a promotional Service plan, and either you cancel your Services before the end of your contract period, or you breach the terms of this agreement and we end this agreement within the contract period, you will be required to pay the price of that equipment and a termination fee. These fees are set out in your service application form or our applicable pricing and fee schedule.
    4. Consequences of Cancellation – Early Termination Fee. If you cancel your Services within your contract period, or your Services are terminated by us for breach of this Agreement , you will pay us an early termination fee, to cover the cease charges that we are required to pay to our wholesale service providers and associated administration costs. This early termination fee is charged in addition to the termination fee referred to in the clause immediately above. These fees are set out in your service application form or our applicable pricing and fee schedule.
    5. Consequences of Cancellation – Off Contract plans. If you wish to cancel your Off Contract plan, you will pay us the full monthly charge (without pro-ration) for the Services. You will continue to receive Services for the remainder of your current billing cycle until Services are effectively cancelled.
    6. End of Agreement. We may end this Agreement immediately by giving you notice if our authority to operate as a public communications provider is suspended for any reason. Upon termination of this Agreement. you must return our ONT, power adapter, fibre patch cord and LAN, in a clean state and good working condition, fair wear and tear excepted.
    7. Visiting your premises. You agree that we and our employees, agents or contractors may enter your premises so that we can carry out any work that is necessary for us to supply, inspect, repair or carry out any other activities required to deliver the Services you have asked for. You acknowledge that we will be entitled to charge you for each visit and/or for the work carried out in accordance with our pricing and fee schedule.
  10. Our liability to you
    1. General Limitation. We will not be liable for any loss whatsoever as a result of your use of our Service, including any lost or destroyed equipment, data or software, or direct physical damage to your property. We expressly exclude all liability we may have to you, including all liability in contract, tort, negligence, misrepresentation, strict liability or statute. We accept no responsibility for the contents of any material from other organisations, which may be accessed through the Services. We also reserve the right to block access to any such information.
    2. Matters Beyond our Control. We will not be liable for any delay or failure in performance under this Agreement resulting from matters beyond our reasonable control. These include acts of God, requirements of any governmental or regulatory authority, war, national emergency, fire, lightning, equipment failure, computer software malfunction, electrical power failure, faults, interruption or disruption in the networks of other service providers.
    3. Liability Cap. Subject to this clause, MyRepublic’s maximum aggregate liability under this Agreement whether arising from negligence, breach of contract or otherwise shall be limited in respect of one incident or series of two or more related incidents to an amount equal to the cover provided to MyRepublic under our policies of insurance.
    4. Full Compliance with the Law. The limitations and exclusions of liability in this Agreement shall not apply to any liability which cannot be lawfully excluded or restricted under the Unfair Contract Terms Act.
    5. Indemnity from you. You will indemnify us from and against all losses arising out of or in connection with any breach by you of these Terms and Conditions, or due to your negligence or omission.
  11. Notices & Communications
    1. Delivery of Notices. Notices given under this agreement shall be delivered by hand or sent by ordinary post, or electronic mail in the case of either party. Electronic mail shall be deemed to be delivered when it is sent.
    2. Consent to Receive Promotions. You are deemed to have given your consent to receive from us and our advertisers any offer and marketing and promotional information relating to any of our Services, or those of our advertisers.
    3. Interpretation. If there is any conflict or inconsistency between any provision of the Standard Promotion Terms & Conditions, Individual Promotion, the relevant Services terms and conditions and any provision of these General Terms and Conditions, such conflict or inconsistency will be resolved in a manner most favourable to us, as determined by MyRepublic in its sole and absolute discretion. However, if such conflict or inconsistency cannot be so resolved, the provisions of the Service Specific Terms and Conditions will prevail.
    4. Non-Waiver. No failure or delay by us to exercise or enforce any of our rights under this Agreement will operate as a waiver of such rights nor will such failure or delay in any way prejudice or affect our rights at any time thereafter to act in strictly in accordance with our rights under this Agreement.
    5. Transfer of Agreement. This Agreement is personal to you and you may not transfer your account or any of your rights and responsibilities under this Agreement without our written consent. For business reasons we may transfer, assign or novate any of our rights and responsibilities under this Agreement without your permission.
    6. Telecommunications Act. These terms and conditions are subject to the Telecommunications Act or any regulations made there under and to the terms and conditions of the telecommunication licence granted to us under the said Act.
    7. How We Resolve Your Complaints. We are fully committed to addressing all complaints, fully and fairly, and in a reasonable time frame. If we are unable to resolve any dispute, we may:
      1. refer the matter to the Small Claims Tribunal if the matter is within its jurisdiction;
      2. jointly submit the dispute to arbitration; or
      3. submit the dispute to any court of Singapore.
  12. Entire Agreement
    1. Whole Agreement. This Agreement contains the whole agreement between you and us with respect to the subject matter herein and there are no agreements, understandings, promises, conditions or terms, oral or written, express or implied, concerning the subject matter of this Agreement.
    2. Agreement Upheld. If any provision of this Agreement is held to be invalid, illegal or unenforceable, whether in whole or in part, such provision shall be deemed modified to the extent, but only to the extent, of such invalidity, illegality or unenforceability and the remaining provisions of this Agreement shall not be affected.

Last updated: 14 February 2024