Parties to the Agreement
This agreement is made between TV When Abroad, (“the Company”) and the party named on the order Schedule (“the Customer”).
The TV When Abroad service is NOT a "Content Aggregated" service. We also DO NOT operate on an Illegal Card Sharing platform (Dream Box)
Our subscription content provider is Expat Technology Group, P.O. Box 757 Banjul, The Gambia, West Africa complies with the Television without Frontiers Directive (TVFD) AVMS and the new Audiovisual Media Services Directive which also covers on-demand services which was applied by EU governments on the 19 December 2009. All content is streamed 90 seconds behind, we do not stream live real time content.
Set Top Box Sales are processed by Baxyiton Electrionics Group, Building C. Jingang Science Park, Bao'an Dist,ShenZhen ,China.
The channel lineup can change at any time, therefore we do not guarantee that the TV channels supplied will always be available from one moment to the next. We will endeavor to attempt to keep the channels as static as possible but the channel line up can change at any time without notice. We always aim to provide a broad range of channels, and attempt to keep the number of channels available constant. We do not accept that any change to the channel line up is a cause for termination of service and no refunds or return of goods are permissible due to any changes (for what ever time period) in channel lineup.
Termination of Contract
The contract can be terminated without any notice period.
Internet Service Speeds / Bandwidth Availability
The company cannot be held responsible for a clients internet access speed and continuity of service where it is the sole responsibility of the client to check their internet speed and bandwidth availability prior to placing an order for hardware and/or media services.
The company cannot be held responsible for a clients Data Usage where it is the sole responsibility of the client to check their providers data usage policy and/or any data usage limits imposed by their provider prior to placing an order for hardware and/or media services.
The company reserves the right to change its range of TV Channels and Radio Stations at any time and without notice.
At first instance, please contact the Complaints Department.
How ExpatVision.tv will deal with your complaint...
We aim to resolve your complaint as soon as possible. Sometimes things take a little more time. Please find below the process that ExpatVision.tv will adhere to respond to your query.
Within 5 Working Days of Receipt of Your Complaint You Will Receive From Us...
An acknowledgement letter to let you know that your complaint is being dealt with and to provide you with contact details of the person dealing with it. In order to troubleshoot any technical problems a computer or laptop will be required so our technical team can remotely check clients networks.
Within 2 Weeks You Will Receive From Us...
If the complaint is still being investigated 2 weeks after receipt, we are obliged to send you a further response to let you know what is happening. This email should detail either:
• The reasons why more time is required to investigate your response and how long it will be before you should expect to receive a final response (within a maximum of another 1 week).
• The final response from us. This will include the findings from our investigation and details of any compensation we have concluded is payable to you (if appropriate).
MAG IPTV SET TOP BOX WARRANTY
The Digital Set Top Box comes with a
warranty against faults arising in the first 12 months.
The 12 month warranty.
The following are not covered by the warranty: faults arising from misuse, accidental or deliberate damage, damage arising from use of equipment that is not supplied by or on behalf of TV When Abroad, cosmetic damage which does not affect the functionality of the box or damage caused by events outside the reasonable control of TV When Abroad or its equipment suppliers. To report a fault, please visit live chat on our website . TV When Abroad will replace the faulty Box within 3 months and repair a faulty box within 12 months. Any replacement equipment will be new or ‘as new’ (previously used equipment that has been refurbished by the manufacturer or its authorised agent). TV When Abroad will warrant any repair or replacement until the later of the end of the original 12 month warranty period or 3 months from the date it was carried out. This warranty is provided by TV When Abroad and only applies to equipment ordered from TV When Abroad directly (or a retailer acting as a TV When Abroad agent), and does not apply within the UK, Isle of Man and the Channel Islands. Any returns need to be shipped to our warehouse in China and once the return has arrived a new set top box will be shipped directly to the customer. It is the customers responsibility to track the package and TV When Abroad will not be held liable for any returns that are lost or missing. The buyer is responsible for return shipping charges.
Additional charges for customs clearance must be borne by you. We have no control over these charges and can't predict what they may be.
Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from TV When Abroad, you're considered the importer of record and must comply with all laws and regulations of the country in which you're receiving the goods.
For faults you need to report within 7 days and we will provide a returns authorization code, once you have a returns code we would then need a tracking number from your local courier to confirm you have returned your box. We will refund 100% of the set top box purchase price. We do not refund any delivery charges. If you would like to take advantage of a replacement set top box we can send out a replacement at our expense and credit you a free month on your account to contribute towards shipping fee's.
If you simply change your mind within 14 days then for returned none faulty goods a 30% restocking charge is made, all goods must be returned in their original packaging with full contents enclosed; charges will be incurred for any items missing or damaged. Returns must be paid for by the customer. You must include a returns number; any goods sent back without a returns authorization code will not be accepted. Refunds will exclude delivery cost and 1 months fee paid.
A returns authorization code can be provided by contacting our 24 hour customer service team who will create a support ticket for someone to contact you within 3 working days to assist with your returns request. Once you submit your returns request via customer services it will be satisfactory that this is within the agreed timescales.
TV When Abroad Head Office
Edificio Ojil, Piso 1 y 2,
El Carmen, Bella Vista
Ciudad de Panamá, Replublic of Panama