GOMO MobileSwop Terms and Conditions

This Critical Information Summary is a summary of key information that we would like to highlight to you as they are especially important. The full terms and conditions of the agreement are set out below under “Our Agreement with You”.

With MobileSwop Fam (the “Program”), you can make the following “Service Requests”:

Service Requests

1. “Swop” - where you will receive a Like Mobile Device or Alternate Device (if available) in exchange for your Registered Device by paying a Swop Fee

2. “Replacement” – where you will receive a Like Mobile Device or Alternate Device (if available) without returning your Registered Device if it is not in your possession by paying a Replacement Fee

3. “Device Refresh” – where you will receive the following services by paying a Device Refresh Fee:

(i) deep cleaning;

(ii) operating system refresh; 

(iii) diagnostic service;

(iv) screen replacement:

a. front screen replacement – non-foldable/flip devices

b. external and internal screen replacement – foldable/flip devices; 

(v) provision of cleaning solution kit; and

(vi) a device accessory (e.g. screen protector).

4. “Battery Replacement” - where you will receive a replacement of the battery of your device 

(collectively, the “Device Care Service”).

The Program also allows you to access technical support from the “Tech Assist Service” from 9am to 6pm. You can access our 24/7 Tech Assist portal at https://my-mobileswop-gomo.asurion.com.

Acceptance, Start Date and Minimum Term – The Term of this agreement is for a minimum of 1 month (the “Minimum Term”) from the successful date of your application. Upon expiry of the Minimum Term, the term of this Agreement shall be extended automatically for subsequent one (1) month periods (each a “Subsequent Term”) unless terminated in accordance with the Termination clause set out below (collectively with the Minimum Term, the “Term”). 

Monthly Fee: You will pay the monthly fee of $16.90 (including GST) for the Program.

Service Fee: You will pay the Service Fees as follows: 

(i) Registered Devices

Tier (based on your RRP)* (excluding  GST)

* The RRP is based on undiscounted S$ retail price (excluding GST) on the date your Registered Device was launched by its original equipment manufacturer (“OEM”) in Singapore.

** Service Fees may be amended from time to time. If you are offered the option of an Alternate Device instead of a Like Mobile Device when making a Service Request for a Swop or Replacement, the applicable Swop or Replacement Fee for the Alternate Device will be shown to you during the online Service Request process. If your request is filed through our Contact Centre, the Service Fee will be communicated to you at that point.

(ii) Registered Gadgets 

* Gadget RRP is the undiscounted S$ retail price of your Registered Gadget (excluding GST) on the date your Registered Gadget was launched by its OEM in Singapore. 

** The Swop Fee may be amended from time to time.

You will need to sign for a new Program subscription plan if you want to use the Device Care Service for your new device. We reserve the right to decline your application, and will inform you by SMS, telephone or email within 21 working days from the time of application if declined.

These terms (“Terms”) form part of the application form (the “Agreement”) you signed at the time you applied for the MobileSwop Fam program (each, a “Program”). They apply to your legal relationship with Singtel Mobile Singapore Pte Ltd (“Singtel Mobile”, “GOMO”, “we”, or “us”, as the context may apply) in respect of your Program.

All prices stated are inclusive of the prevailing GST rate, unless otherwise stated. We will adjust our prices according to prevailing GST rates.

Upon your successful enrolment for the Program and ongoing compliance with these Terms:

With MobileSwop Fam, you can make one of the following “Service Requests”:

1. “Swop” - where you will receive a Like Mobile Device or Alternate Device (if available) in exchange for your Registered Device by paying a Swop Fee

2. “Replacement” – where you will receive a Like Mobile Device or Alternate Device (if available) without returning your Registered Device if it is not in your possession by paying a Replacement Fee

3. “Device Refresh” – where you will receive the following services by paying a Device Refresh Fee:

(i) deep cleaning;

(ii) operating system refresh; 

(iii) diagnostic service;

(iv) screen replacement:

a. front screen replacement – non-foldable/flip devices

b. external and internal screen replacement – foldable/flip devices; 

(v) provision of cleaning solution kit; and

(vi) a device accessory (e.g. screen protector).

4. “Battery Replacement” - where you will receive a replacement of the battery of your device 

(the “Device Care Service”)

You will also be entitled to technical support from the “Tech Assist Service” to help with your device or answer technical questions about your device from 9am to 6pm. You can access our 24/7 Tech Assist portal at https://my-mobileswop-gomo.asurion.com.

The Programs are supported by NEW Asurion Singapore Pte. Ltd. (“Asurion”), a service provider of Singtel Mobile assisting in providing the Programs.

Eligibility to apply - To request enrolment for a Program, you must fulfil all the following criteria:

1) you must be a residential customer on an active mobile plan with us (your “Mobile Plan”);

2) you should not be in default of any payment obligations in relation to your Mobile Plan

3) if your Main Device is purchased under a device agreement with a Mobile Plan, you must use the Main Device with that Mobile Plan;

4) you should not have been previously rejected or terminated from the Program by Singtel Mobile or another service which allows you to exchange and/or replace a Device; and

5) you should not be otherwise ineligible for the Program, in Singtel Mobile’s sole discretion. 

We reserve the right to decline your application, and will inform you by SMS, telephone or email within 21 working days from the date of application if declined.

Time of application – You can apply for the Program:

(i) at the time you sign up or recontract your Mobile Plan with your purchased Main Device from Singtel Mobile (“Application”); or 

(ii) any time after you sign up or recontract your Mobile Plan for your Main Device (“Post Purchase Application”).

Device Registration – After successfully being accepted for enrolment in the Program, you may register each of your Main Device, Supplementary Device, and Gadgets intended to be enrolled on the Program at https://my-mobileswop-gomo.asurion.com. As a pre-condition to registration, you may be required to (a) undergo the digital device assessment scan available at https://my-mobileswop-gomo.asurion.com; or (b) provide electronic proof of purchase and/or images of your Device showing its serial number or IMEI.

Your Device must be:  

(i) owned by you or you are authorised to act on behalf of the owner in respect of any Device other than your Main Device; 

(ii) not subject to any third-party interests; 

(iii) not reported as lost or stolen with the Singapore Police; 

(iv) not have undergone any Modifications or any non-original build set-up unauthorised by the original equipment manufacturer; 

(v) licensed for use in Singapore;

(vi) either (a) purchased in Singapore from any of (i) the original equipment manufacturer of the Mobile Device and (ii) any reseller authorised by the original equipment manufacturer; or (b) supplied to you by the original equipment manufacturer under a warranty claim;

(vii) not currently enrolled or previously have been rejected or terminated from the Program or any other service which allows you to exchange and/or replace a Device; 

(viii) In Good Working Condition;

(ix) not in default of any payment obligations in relation to your GOMO Mobile Plan; and

(x) tied to your GOMO Mobile Plan (in respect of your Main Device only),

subject to which Singtel Mobile is entitled to accept or reject your registration request at Singtel Mobile’s sole discretion. 

After successful registration, your Main Device and Supplementary Device will each become a “Registered Device” and each Gadget will become a “Registered Gadget”. You may only make a Service Request in respect of a Registered Device or Registered Gadget 30 days after the date that the Device that has been successfully registered.    

Limit on Gadgets – You may register only 1 Gadget in each Gadget Category in the Program.

Acceptance, Start Date and Minimum Term – You will be enrolled for a minimum term of 1 month (the “Minimum Term”) from the date your Application is successful (the “Start Date”) unless otherwise stated. Upon expiry of the Minimum Term, the term of this Agreement shall be extended automatically for subsequent one (1) month periods (each a “Subsequent Term”) unless terminated in accordance with the Termination clause set out below (collectively with the Minimum Term, the “Term”).

Monthly Fee - You will pay the monthly fee of $16.90 (including GST).

Service Fee - You will pay the Service Fees** as follows:

(i) Registered Devices

Tier (based on your RRP)* (excluding  GST)

* The RRP is based on undiscounted S$ retail price (excluding GST) on the date your Registered Device was launched by its original equipment manufacturer (“OEM”) in Singapore.

**  Service Fees may be amended from time to time. If you are offered the option of an Alternate Device instead of a Like Mobile Device when making a Service Request for a Swop or Replacement, the applicable Swop or Replacement Fee for the Alternate Device will be shown to you during the online Service Request process. If your request is filed through our Contact Centre, the Service Fee will be communicated to you at that point.

(ii) Registered Gadgets 

*  Gadget RRP is the undiscounted S$ retail price of your Registered Gadget (excluding GST) on the date your Registered Gadget was launched by its OEM in Singapore.

 **The Swop Fee may be amended from time to time.

By you - You can terminate your Program at any time via the GOMO app. 

By Singtel Mobile - We may immediately terminate your Program:

(a) if we reasonably believe that: 

1) you are using your Program (whether intentionally or not) in a way that may adversely impact Singtel Mobile or Singtel Mobile's/GOMO’s reputation; 

2) you are using your Program in a manner which is (i) fraudulent, illegal or related to any criminal activity; or (ii) intended to make a commercial gain; 

3) you have breached these Terms;

4) you are or may become bankrupt; 

5) you have provided Singtel Mobile with incorrect, false or incomplete information or you have failed to provide any additional information that Singtel Mobile may request, including identity information; 

6) you have not promptly paid any bills issued by Singtel Mobile; or

(b)   in accordance with the General Terms or Specific Terms; or for any other reason at Singtel Mobile's discretion.

Termination Triggers – Your Program will terminate immediately if your Mobile Plan is terminated by you, or by Singtel Mobile. 

Suspension of your Mobile Plan - If your Mobile Plan is suspended (by you or Singtel Mobile, for any reason other than a lost SIM card) for more than one (1) month, this Agreement and your Program will be terminated. We will not be able to reactivate the Program for that same Main Device.

You may not change your Registered Device or Registered Gadget except for:

1. the change made following a Swop or a Replacement; or

2. the exchange of your Registered Device or Registered Gadget in the context of the manufacturer's warranty scheme for a new device which is identical to your Registered Device or Registered Gadget. You must inform the Contact Centre of such change and provide proof of exchange where necessary for Singtel Mobile to update its records with the IMEI of the new device, from which time the new device will become the Registered Device or Registered Gadget (where applicable).

The Programs are subject to General Terms, the Specific Terms, and the Singtel Data Protection Policy (https://www.singtel.com/data-protection). In addition, as a prerequisite to enrolling in and using the Program, you consent to Singtel Mobile's service provider (and data intermediary, for the purposes of the Personal Data Protection Act 2012 (“PDPA”)), Asurion:

1) using and/or disclosing any of your personal information:

a. in accordance with the Singtel Data Protection Policy;

b. for the purposes of:

i. assessing your eligibility for enrolment in a Program; 

ii. providing you with your Program (including digital advertising in connection with the Tech Assist Service prior to your use of this service);

iii. allowing direct and indirect contact with you in connection with your Program; and

iv. managing commercial risks, and preventing, detecting, and investigating suspected illegal activity, fraud, or disputes (collectively the “Purposes”);

c. to any relevant governmental and/or regulatory authorities where legally required; and

2) storing, transferring or hosting data with its affiliates, partners, subsidiaries, or unaffiliated third parties including third-party service providers, relevant governmental and/or regulatory authorities, whether in Singapore or other countries, for the Purposes and intent of providing you with your Program. The recipients of these data are bound by local laws, legally enforceable agreements and/or legally binding corporate rules which provide a standard of protection that is at least comparable to the protection under the PDPA.

The Programs, these Terms, the Monthly Fee and the Service Fees are subject to change (and in the case of the Programs, withdrawal) at any time. We will notify you of the changes through the Website and if you continue your subscription to your Program after such changes are published on the Website, you will be deemed to have agreed to those changes. 

If we withdraw the Programs, we will provide you with 30 days prior notice to the effective date of withdrawal. 

You will not be able to make any Service Requests from the date your Program is withdrawn. 

The Programs in general, and completion of Service Requests and TA Requests in particular, are subject to events beyond our reasonable control. If such events occur, the Programs will be suspended until further notice.

Apart from these Terms, we expressly disclaim all warranties of any kind save for those which are statutorily mandated under Singapore law. We shall not be liable for any direct or indirect loss or damage caused to you in respect of any matter howsoever arising in connection with the provision and/or your use of your Program. You agree to defend, indemnify and hold faultless Singtel Mobile, its associates and their directors, officers, successors and assigns, from and against any and all liabilities, damages, losses, costs and expenses caused by or arising out of your use of your Program. 

In addition to these Terms, you shall be bound by and shall fully comply with the General Terms and the Specific Terms, which terms and conditions shall be deemed incorporated into these Terms by reference. In case these Terms contradict the General Terms or Specific Terms, these Terms shall prevail. 

We may from time to time offer promotions relating to the Programs. Any such promotion shall be governed by its set of terms and conditions, and by these Terms.  In case the promotion's terms and conditions contradict these Terms, the promotion's terms and conditions shall prevail to the extent of matters relating to the promotion. 

Service Request - You may only make a Service Request via the Contact Centre, or by other means that we may advise on the Website 30 days after the Registered Device or Registered Gadget you are making a Service Request for has been successfully registered on the Program.

Limit - You may make the following Service Requests: 

*The rolling 12-month period starts from the delivery of a Like Mobile Device or Alternate Device for your Swop or Replacement Service Request

**If you have made a Service Request for Replacement of your Main Device, then you may not make another Service Request for Replacement for 12 months from the date of the delivery of your Like Mobile Device or Alternate Device.

***To clarify, your Replacement Service Request entitlement is not shared across all your Registered Devices. This means that you may only make a Replacement Service Request for your Main Device. 

Conditions - The Contact Centre will only accept Service Requests if Singtel Mobile reasonably believes that: 

1) your Mobile Plan is still active and you are still using the Registered Device with the mobile number associated to your Mobile Plan, as determined by us;  

2) your subscription to the Program is still active up to the time your Service Request is completed and your Registered Device was active on our network at the time of acceptance of the Service Request; you have provided all additional information reasonably requested by us, including proof of identity; 

3) you are not using the Programs in a manner which is: (i) fraudulent, illegal or related to any criminal activity; or (ii) intended to make a commercial gain; 

4) you do not have any outstanding Singtel Mobile/GOMO bills (other than your current bill); 

5) you do not have another Service Request in respect of the same Registered Device pending or unfulfilled; 

6) the Service Request is not for a Device Accessory and provided there is availability of Like Mobile Devices.

(i) Swop or Replacement

When you make a Service Request for a Swop or Replacement, you are not required to prove that your Registered Device or Registered Gadget is broken, lost, stolen or damaged. We may, however, ask you about the condition of your Registered Device or Registered Gadget or the reason why your Registered Device or Registered Gadget is not available for a Swop, for informational purposes so that we can best facilitate your Service Request. 

The title in and any rights to the Registered Device or Registered Gadget shall transfer to us on acceptance of your Service Request for a Swop or Replacement relating to that Registered Device, whether the Registered Device is in your possession or not, and you hereby assign to us all associated rights and benefits of any manufacturer's warranty. 

As the owner of the Registered Device or Registered Gadget, we or Asurion may: (i) register the IMEI of the Registered Device with the Singapore Police Force and any other relevant local authorities; and (ii) take any other action consistent with ownership of the Registered Device or Registered Gadget deemed necessary in our sole discretion including informing the Singapore Police Force and any other relevant local authorities to assist in recovery of the Registered Device or the Registered Gadget.

Like Mobile Device – At the time of your Service Request, we will indicate to you the Device we will provide as a Like Mobile Device. We make no representation or warranty that any Like Mobile Device will be identical or offer the same functionality as your Registered Device or Registered Gadget. If it is available, you will be offered a Like Mobile Device that is the same make and model as your Registered Device or Registered Gadget, but not necessarily the same colour. Otherwise, we will offer you a comparable Device with a feature and attribute range similar to the Registered Device or Registered Gadget instead. If your Registered Device or Registered Gadget is a limited or special edition model or if there are any stock shortages and we are unable to provide you with an identical Like Mobile Device, we will indicate to you the Device we will provide as a Like Mobile Device or otherwise advise you on stock availability on a case-by-case basis.

If you do not wish to accept the Like Mobile Device offered because of the colour when you are offered the same make and model as your Registered Device or Registered Gadget, your Service Request will be cancelled without further reference to you and we will not be liable to you for your own decision to decline the offered Like Mobile Device.

Alternate Device - At the time of the Service Request for a Swop or Replacement, we may offer you a choice of Mobile Device we will provide as an Alternate Device as a Swop or Replacement in respect of a Registered Device in addition to a Like Mobile Device. For the avoidance of doubt, Singtel Mobile will be deemed to have discharged its obligation to provide a Like Mobile Device to you as long as Singtel Mobile offers you an Alternate Device, in accordance with these Terms. By accepting an Alternate Device, for subsequent Service Requests, you agree to pay the Service Fee applicable to the Alternate Device provided to you (which may differ from the Service Fee for the original Registered Device).

Warranty - Each Like Mobile Device or Alternate Device (i) provided in respect of a Registered Device has a 12-month warranty and (ii) provided in respect of a Registered Gadget has a 6 month warranty against manufacturer malfunctions and manufacturer defects that starts from the date of payment of Service Fee and this warranty replaces any Original Equipment Manufacturer warranty you had for your original Registered Device or Registered Gadget. You may make a warranty claim for a Like Mobile Device or Alternate Device by contacting the Contact Centre (“Warranty Request”). We will handle a Warranty Request in the same way as a Swop Service Request except that a Warranty Request will not count towards your Limit and you will not need to pay any Service Fee. Please note that detailed physical checks will be performed on the Device and the reported malfunction or defect must be present for us to process the Warranty Request.

Data transfer - We are not responsible for the transfer of any data or information between the Registered Device or Registered Gadget and the Like Mobile Device or Alternate Device. Such a transfer is done entirely at your own risk. In the event there is any inconvenience, delay, loss, or damage to any data or information, you agree not to hold us responsible or liable for any such loss, delay or damage to you. You will be responsible for deleting all data, including your personal information or any other confidential information on the Registered Device or Registered Gadget or any included storage devices before returning your Registered Device or Registered Gadget. We and Asurion will not be responsible for any data remaining on the Registered Device or Registered Gadget or any included storage devices. You agree that we and Asurion will not be responsible for the security, protection, use, loss, or disclosure of your data on the Registered Device or Registered Gadget or any included storage devices and release us from any liability in relation to such data.

Service Fee - The Service Fee will be payable by credit card or debit card at the time of your Service Request, or by any other payment method that we may choose to make available. The Service Fee is payable directly to Asurion who has been appointed by Singtel Mobile to collect the Service Fee.

(ii) Device Refresh 

Service – A Device Refresh consists of (i) deep cleaning; (ii) operating system refresh; (iii) diagnostic service; (iv) front screen replacement (for non-foldable / non-flip devices) or external and internal screen replacement (for foldable / flip devices), (v) provision of cleaning solution kit; and (vi) a device accessory (e.g. screen protector).

Eligibility - A Registered Device qualifies for a Device Refresh on the condition that the screen can be replaced without requiring any other component to be replaced or serviced. If the replacement of the screen requires any other component to be repaired or serviced, or the screen of the Registered Device cannot be replaced without other parts being repaired or serviced, the Registered Device does not qualify for a Device Refresh, in which case you may choose for the Registered Device to be returned or proceed with a Swop. For the avoidance of doubt, tablets (including iPads), wearables and laptops are not eligible for Device Refresh. 

Preparation - You must turn off any personal lock security feature and remove any Device Accessories before returning such Registered Device via courier.

Warranty – You are entitled to a 12-month warranty for each Device Refresh against manufacturer malfunctions and defects that starts from the date of payment of the Service Fee. You may make a warranty claim for Device Refresh via the Contact Centre. Your request for warranty service will be handled in the same way as a Service Request except that it will not count towards your Limit and the Service Fee will not be payable.

Data left on Device and transfer – You shall be solely responsible for all data stored in your Registered Device and you shall delete all data from the Registered Device before we collect it. We are not responsible for any data left or remaining on the Registered Device. Any such data left or remaining on the Registered Device or transfer of any data or information off the Registered Device, if done by us at your request, will be done entirely at your own risk and without liability on our part. In the event there is any inconvenience, delay, loss, misappropriation of or damage to any data or information, you agree not to hold us responsible or liable for any such damage to you.

Service Fee – The Service Fee will be payable by credit card or debit card at the time of your Service Request, or by any other payment method that we may choose to make available. The Service Fee is payable directly to Asurion who has been appointed by Singtel Mobile to collect the Service Fee.

No representation or warranty – To the fullest extent allowed by law, we do not give any assurances, guarantees or warranties, either express or implied, about the performance of a Device Refresh. Singtel Mobile shall not be liable for (i) any loss of data and/or user content on your Registered Device and any misuse of data and/or user content on your Registered Device arising from your failure to delete the same; (ii) any loss associated with timing for collection of your Registered Device or return of your Registered Device following a Device Refresh; (iii) any damage sustained to your Registered Device arising from the inspection and/or diagnostics of your Registered Device or the Device Refresh service generally; (iv) any loss or damage to any Device Accessories; and (v) any damage sustained to your Registered Device in transit from time of collection from you until the return of the Registered Device to you.

(iii) Battery Replacement

Service - You may request for a replacement of the battery of your Registered Device. Any issues caused by this Battery Replacement may affect your manufacturer’s warranty coverage.

Eligibility – A Registered Device does not qualify for a Battery Replacement if (i) it is less than 12 months from the date the Registered Device was successfully registered; (ii) it has a battery capacity of  80% or more (for iPhones) or is not graded as “bad” (for Samsung Mobile Devices), (iii) it has a bloated or swollen battery, (iv) any repairs are required other than a Battery Replacement or (v) it is found to contain any Modifications.

Upon our receipt of your Registered Device, the suitability of your Registered Device will be assessed for the Battery Replacement Service. We reserve the right not to proceed with the Battery Replacement Service for any reason. In such event, your Registered Device will not be accepted for Battery Replacement and will be returned to you. The Battery Replacement Fee will be refunded in full. 

For the avoidance of doubt, tablets (including iPads), wearables and laptops are not eligible for Battery Replacement.

Preparation - You must turn off any personal lock security feature and remove any Device Accessories before returning such Registered Device via courier.

Warranty – You are entitled to a 12-month warranty for each Battery Replacement against manufacturer malfunctions and defects that starts from the date of payment of the Service Fee. You may make a warranty claim for Battery Replacement via the Contact Centre. Your request for warranty service will be handled in the same way as a Service Request except that it will not count towards your Limit and the Service Fee will not be payable. Please note that any issues caused by this Battery Replacement may affect your manufacturer’s warranty coverage.

Data left on Device and transfer – You shall be solely responsible for all data stored in your Registered Device and you shall delete all data from the Registered Device before we collect it. We are not responsible for any data left or remaining on the Registered Device. Any such data left or remaining on the Registered Device or transfer of any data or information off the Registered Device, if done by us at your request, will be done entirely at your own risk and without liability on our part. In the event there is any inconvenience, delay, loss, misappropriation of or damage to any data or information, you agree not to hold us responsible or liable for any such damage to you.

Service Fee – The Service Fee will be payable by credit card or debit card at the time of your Service Request, or by any other payment method that we may choose to make available. The Service Fee is payable directly to Asurion who has been appointed by Singtel Mobile to collect the Service Fee.

No representation or warranty – To the fullest extent allowed by law, we do not give any assurances, guarantees or warranties, either express or implied, about the performance of a Battery Replacement. Singtel Mobile shall not be liable for (i) any loss of data and/or user content on your Registered Device and any misuse of data and/or user content on your Registered Device arising from your failure to delete the same; (ii) any loss associated with timing for collection of your Registered Device or return of your Registered Device following a Battery Replacement; (iii) any damage sustained to your Registered Device arising from the inspection and/or diagnostics of your Registered Device or the Battery Replacement service generally; (iv) any loss or damage to any Device Accessories; and (v) any damage sustained to your Registered Device in transit from time of collection from you until the return of the Registered Device to you.

Service Request Fulfilment in Singapore

(i) Swops and Replacements

Delivery - We will deliver a Like Mobile Device or Alternate Device to a residential or commercial address in Singapore. We will not deliver a Like Mobile Device or Alternate Device to a post office box, MRT station, shopping centre, car park or any other public place. The decision on whether to deliver to any location other than your registered address is in our sole discretion.

The delivery will be via courier within the delivery times specified below and subject to (i) any extensions as may be required for force majeure events; (ii) delay to the delivery by the courier; (iii) events outside our reasonable control (including no available stock of Like Mobile Devices); or (iv) where we deem it necessary to perform additional verifications relating to your Service Request.

Registered Device*

*the time when your Service Request is accepted via the Contact Centre.

An additional charge of $45.00 (including GST) will apply per delivery following one failed attempt at delivery. If available, the Contact Centre may offer to schedule a same day delivery from 20:00 to 22:00 for a surcharge of $45.00 (including GST) per delivery to be paid by you in advance by credit card or debit card. 

Walk-in You may also choose to collect a Like Mobile Device or Alternate Device from an authorised centre indicated by the Contact Centre. To do so, you must make an appointment via the Contact Centre. You may make an appointment for collection at the following timings: 

* This refers to the time when your Service Request is accepted via the Contact Centre.

Registered Gadgets – You will receive your Like Mobile Device in respect of a Service Request for a Swop of your Registered Gadget within 5 business days from the time you accept the specific Like Mobile Device offered to you by the Contact Centre.

(ii) Device Refresh and Battery Replacement 

You must make an appointment via the Contact Centre and you must select for your Registered Device to be either (a) picked up and returned by courier or (b) dropped off and collected by you at authorised centres (which will be indicated by the Contact Centre). 

Pick-up and Return – The fulfilment times for the main island of Singapore and Sentosa will be as per the times set out in the table below subject to any extensions as may be required for (i) force majeure events; (ii) where the courier delays such pick-up or delivery; or (iii) where we deem it necessary to perform additional verifications relating to your Service Request. 

There is no pick-up service on Saturdays, Sundays and public holidays. Please refer to the latest schedule provided at the point of your Service Request submission.

* This refers to Apple and Samsung Mobile Devices only. Separate fulfilment timings will apply for non-Apple and non-Samsung Mobile Devices, which will be provided to you by the Contact Centre when you make a Service Request. Please also note that fulfilment timings may change from time to time depending on parts availability and/or stock availability of Devices. 

** This refers to the time when your Service Request is accepted via the Contact Centre.

Drop-off and self-collection – The fulfilment timing will be advised by the Contact Centre. 

Delivery formalities - In order to complete the Service Request, the courier engaged by Singtel Mobile to (i) deliver the Like Mobile Device or Alternate Device for a Swop or Replacement or (ii) pick-up and return your Registered Device for a Device Refresh or Battery Replacement will: 

1) ask for and verify the same identity proof you provided when enrolling for your Program; 

2) in the case of a Swop, Device Refresh or Battery Replacement: 

a. verify that the Device you are presenting is the same as the Registered Device (by comparing the IMEI) and has had all activation and device locking features disabled;  

b. collect the Service Fee from you if it has not been paid by credit card at the time of the Service Request, and collect the Registered Device from you (the “Original Registered Device”); 

c. deliver the Like Mobile Device or Alternate Device in the case of a Swop or pick-up and return of your Registered Device (the “Delivered Device”) to you or your proxy. 

You must disable all activation and device locking features such as ‘Find My iPhone’ or other such features like device pairing before providing your Registered Device to the courier. The ‘Find My iPhone’ feature can only be turned off using your unique Apple ID and password. If you do not disable such a feature, we may have to cancel your Service Request or treat your Service Request as a Replacement and charge the Replacement Fee.

In the case of a Swop or Replacement, as soon as the Delivered Device is in your possession, you acknowledge that: 

1) the Delivered Device becomes your Registered Device; 

2) the Delivered Device is sufficient consideration for you to transfer ownership of the Original Registered Device; 

3) you have relinquished all rights to the Original Registered Device; and 

4) we will not return the Original Registered Device to you. 

Worldwide Service Request Fulfilment - You may contact the Contact Centre for assistance on worldwide fulfilment options from 9:00 to 21:00 (Singapore Standard Time) if you wish to make a Service Request at a time when you are located outside of Singapore. The Contact Centre will advise you on the applicable additional charges. You acknowledge that Service Request options, Like Mobile Device availability and fulfilment timings will vary according to country. 

Incorrect Device or Information -  In the case of a Swop, if we discover that the Device you returned to our representative was not the Registered Device at the time of the Service Request or if the information you provided to us regarding the Device is inaccurate or incomplete, you shall return the correct Device within seven (7) days of delivery of the Delivered Device. Failing this, we may charge you an additional fee equivalent to the Replacement Fee.

Additional Conditions - If Singtel Mobile discovers that the Device you are returning or have returned to its representative following a Service Request has been (i) the subject of Modification, or (ii) not licensed for use or purchased in Singapore, we may have to cancel your Service Request or treat your Service Request as a Replacement and charge the Replacement Fee.

TA Request –  You may use the Tech Assist Service for tech support through the Website or https://my-mobileswop-gomo.asurion.com. You cannot make a TA Request at a Retail Store. You are entitled to as many TA Requests as you require, provided you comply with the Terms.

Conditions – Your TA Request will only be accepted if we reasonably believe that:

1) the IMEI of the Registered Device, subscriber’s name, mobile phone number and National ID under which the account is active are correct and correspond with the information given to Singtel Mobile by you;

2) your Mobile Plan and subscription to the Program remain active at the time of the TA Request and your Registered Device was active on our network before the time of the TA Request;

3) all outstanding Monthly Fees under this Agreement and charges under the Mobile Plan have been paid by their due dates;

4) you are not using the Program in a manner which is: (i) fraudulent, illegal or related to any criminal activity; or (ii) intended to make a commercial gain; and 

5) the Registered Device has not been the subject of Modification.

Your use of the Tech Assist Service is subject to additional terms of service as stipulated and which you accept by using the Tech Assist Service. By using the Tech Assist Service or making a TA Request, you agree to the Singtel Data Protection Policy and the terms of service for the Tech Assist Service. 

Alternate Device means a Mobile Device, compared to the Registered Device, that is a different make or model and (i) is new or refurbished; (ii) has a different IMEI; (iii) is provided in plain packaging marked “not for resale” rather than the original manufacturer packaging; and (iv) does not include any Device Accessories.

Contact Centre means the Program contact centre and online web portal available at the Website.

Device means a Mobile Device or Gadget.

Device Accessories means anything that is either (i) provided by the original manufacturer in the box with a Device; or (ii) sold separately to be used in conjunction with a Device. It includes (i) batteries; (ii) SIM cards; (iii) memory cards; (iv) chargers; (v) ear buds; (vi) boxes; (vii) cases; (viii) cables; (ix) styli and (x) mounts.

Gadget means laptops, tablets, portable gaming console, wireless headphones, wireless earbuds and wearable electronic devices (including smart watches and smart rings) that was launched by its original equipment manufacturer in Singapore not more than 2 years ago. For the avoidance of doubt, this excludes any limited edition models and any accessories.

Gadget Category means any of the following categories: (i) laptop or tablet, (ii) portable gaming console, (iii) smart watch, (iv) wireless earbuds, (v) wireless headphones, and (vi) smart ring.

General Terms refers to Singtel’s General Consumer Terms and Conditions, found at https://www.singtel.com/personal/terms/general-consumer-terms.

Good Working Condition means a Mobile Device or Gadget that:

i. can turn on and off using the Device’s battery power; 

ii. includes a fully functioning battery; 

iii. functions normally, including where applicable: (a) is capable of making and receiving calls; (b) can connect to the internet; (c) can be charged fully; and (d) has a touchscreen that is working properly; 

iv. is free from physical damage (except normal wear and tear), including: (a) no cosmetic defects such as chips, dents or deep scratches; (b) no liquid damage or corrosion; (c) a screen and casing that is not cracked or discoloured; (d) connectors that are not damaged; and (e) a SIM reader that is not faulty or broken; and 

v. is not the subject of Modification.

IMEI means the international mobile equipment identity number for a Device.

Like Mobile Device means a Device, compared to the Registered Device, that: (i) is of similar kind, quality and functionality; (ii) is new or refurbished; (iii) has same or greater memory; (iv) may be a different model or colour; (v) has a different IMEI; (vi) is provided in plain packaging marked “not for resale” rather than the original manufacturer packaging; and (vii) does not include any Device Accessories.

Main Device means a Mobile Device that is (i) purchased by you in Singapore; or (ii) supplied to you by the original equipment manufacturer under a warranty claim.

Mobile Device means a mobile wireless device with a valid IMEI that (i) has a display screen; (ii) supports one or more wireless network connectivity options; and (iii) that is operated using voice, touch or an on-screen keyboard. For the avoidance of doubt, it does not include any (i) Device Accessories, (ii) tablets without an IMEI, (iii) limited edition models, or (iv) feature phones (including but not limited to bar-type phones).

Modification means any modification or repair made to a Device’s hardware or software that is not undertaken or authorized by the original equipment manufacturer, including “jail-breaking” or “rooting”.

Registered Device means your Main Device and/or Supplementary Device that is successfully registered for enrolment on the Program by Singtel Mobile.

Registered Gadget means a Gadget that is successfully registered for enrolment on the Program by Singtel Mobile.

Retail Store means any Singtel Retail shop, Singtel Exclusive Retailer, Singtel Telesales or SingtelShop.com.

Services means the Device Care Service and Tech Assist Service (each a “Service”).

Specific Terms refers to the GOMO Specific Terms and Conditions for “GOMO Mobile Plan”, found at https://www.gomo.sg/personal/terms-and-conditions/mobile.

Supplementary Device means a Mobile Device other than your Main Device with a valid IMEI and that is (i) purchased in Singapore or (ii) supplied to you by the original equipment manufacturer under a warranty claim.

Tier means the tier of your device for the purpose of determining your Swop Fee, Device Refresh Fee or Replacement Fee as set out in your Agreement.

Website means the website(s) dedicated to the Programs, through which you can access information and assistance, at https://my-mobileswop-gomo.asurion.com, or any URL link as may be updated by us from time to time.

You understand and agree:

1. Service Fee: You must pay the Swop Fee, the Replacement Fee, Device Refresh Fee or Battery Replacement Fee for each Service Request.

2. Like Mobile Device: The Like Mobile Device: (i) has a different IMEI; (ii) may be a different model or colour; (iii) has same or greater memory; (iv) may be refurbished; (v) is provided in plain packaging marked “not for resale” rather than the original manufacturer packaging; and (vi) does not include any Device Accessories. Any Like Mobile Device provided to you as a result of a Service Request for a Swop or Replacement is intended to be used by you on the Mobile Plan associated with your Agreement (where relevant) and not to be sold, transferred, displayed for sale or hired nor is your Program intended to be used for commercial gain.

3. Alternate Device: An Alternate Device is a different make or model and: (i) is new or refurbished; (ii) has a different IMEI; (iii) is provided in plain packaging marked “not for resale” rather than the original manufacturer packaging; and (iv) does not include any Device Accessories. Any Alternate Device provided to you as a result of a Service Request is intended to be used by you on the Mobile Plan associated with your Agreement (where relevant) and not to be sold, transferred, displayed for sale or hired nor is your Program intended to be used for commercial gain.

4. Warranty Period (A) Each Like Mobile Device or Alternate Device provided (i) in respect of a Mobile Device has a 12-month warranty and (ii) in respect of a Gadget has a 6-month warranty against manufacturer malfunctions and manufacturer defects that starts from the date of payment of Service Fee and this warranty replaces any Original Equipment Manufacturer warranty you had for your original Registered Device. (B) You are entitled to a 12-month warranty for each Device Refresh and/or Battery Replacement against manufacturer malfunctions and defects that starts from the date of payment of the Service Fee. You may make a warranty claim for a Like Mobile Device by contacting the Contact Centre.