Privacy policy

Unlimited* Sdn. Bhd. ("Unlimited*", "we") processes your personal data under the Personal Data Protection Act 2010 as amended in 2024. This policy explains what we collect, why, who we share it with, and how you exercise your rights. It applies to the Unlimited* website, online store, chat, and our Mobile, Home and TV services.

What we collect

Category	Examples	When
Identity	Name, MyKad or passport number, date of birth	Plan sign-up, number porting, account transfer
Contact	Email, phone number, delivery and installation address	Orders, sign-up, chat
Order and account	Items bought, plans, add-ons, bills, payments, refunds	Orders and account use
Service usage	Data and call usage, roaming, line and router status	While your service is active
Chat and support	Messages, photos you send (for example a router or a damaged screen), case history	When you contact us
Device and browsing	IP address, browser, pages viewed, cookies	When you use the website

We do not store full card numbers. Payment providers handle card details.

Why we use it

To sell and deliver devices, and to process returns and refunds.
To verify your identity and run a credit check before activating a postpaid plan.
To provide, bill and support Mobile, Home and TV services, including installation and fault repair.
To answer you in chat and by email, and to keep a history so you do not repeat yourself.
To detect fraud and protect your account.
To send service notices. Marketing messages go out only with your consent, and every message carries an unsubscribe link.

Chat and Fin, our AI agent

Our chat is answered first by Fin, our AI agent. Fin reads your messages and any photos you send, looks up your orders, bills and service status, and can carry out some requests, such as changing a delivery address before dispatch. Refunds above certain limits, account changes that need judgement, and contract renewals go to a team member. You can ask for a team member at any point in the conversation.

Who we share it with

Recipient	Purpose
Online store platform	Hosting the store, orders and customer accounts
Customer messaging platform	Chat, email support and Fin
Payment providers	Taking payments and issuing refunds
Couriers	Delivering and collecting devices
Identity verification provider	eKYC checks at sign-up
Credit reporting agency registered under the Credit Reporting Agencies Act 2010	Credit checks for postpaid plans
Installers and repair partners	Home installation, router replacement, Device Protection repairs
Authorities	Where Malaysian law requires it

Some of these providers store data outside Malaysia, including in the United States. We transfer data overseas only where the receiving country has comparable protection or the provider is bound by contract to protect it to the standard of the Act.

How long we keep it

Data	Kept for
Orders, bills, payments	7 years, for tax and accounting records
Identity verification records	Life of the account plus 7 years
Chat and support history	Life of the account plus 24 months
Browsing data and cookies	Up to 13 months

Your rights

You can ask us to:

Give you a copy of the personal data we hold about you.
Correct data that is wrong or out of date.
Send your data to you, or to another provider, in a commonly used format.
Stop using your data for marketing.
Withdraw consent for processing that relies on consent. Some services cannot continue without the data, and we tell you which ones before acting.

Email privacy@unlimited.rogueasia.com with your name and account email. We verify your identity first and reply within 21 days.

Security and breaches

Access to customer data is limited to staff and providers who need it for the purposes above. If a breach puts your data at risk, we notify the Personal Data Protection Commissioner and affected customers as the Act requires.