Terms of service
Please review these terms and conditions before checkout.
IPTV is a nice affordable addition, but not comparable to regular TV. IPTV is generally less stable and drops in channels or glitches sometimes occur, often due to external factors over which we have no influence.
This is normal in the IPTV world. Fortunately, we receive relatively few complaints about this, partly because we always think along with the customer to optimize their IT environment as best as possible. However, it is important to read these general terms and conditions.
We do not want to create wrong expectations.
We always try to deliver within 24 hours, and you will often receive your order within a few hours.
- TiviMate will NOT refund any funds for services or products 7 days after the customer accesses our service or receives the product. The customer is free to cancel our service within these 7 days after the customer has access to our service, without giving reasons and without costs, and the price paid for the service will be fully refunded.
- We cannot guarantee that channels will continue to work during your subscription. This is the risk of IPTV. If you don’t want to take this risk, IPTV is not for you. Of course we do our best to keep customers satisfied.
- An internet connection of at least 15 MB/s and a ping lower than 50 ms is recommended. An Ethernet cable is preferred over WiFi. The use of other devices in the home (TV, PS5, XBOX, etc.) can impact your experience with IPTV.
- Your account is prepaid and you pay us in advance, you are not tied to a subscription or direct debit. After the closed period, the account will automatically expire unless you have indicated that you wish to renew the account.
- Your account is personal and may not be shared with third parties. You can only watch on 1 device at a time. You can order additional accounts for additional devices.
- You can report persistent disruptions via our ticket system on our website. Always check your own internet connection first (speed expressed in Mbps and latency (ping) expressed in milliseconds). Can be tested with an app on your device. Also reset your modem, which can also resolve malfunctions.
- Changes to the channel list are subject to change. Non-working channels are not a reason for a complaint. If the problems persist for a long time (>> 7 days), you can contact us and we will investigate what could be the cause.
- We do our best to let you enjoy a good offer. However, we cannot guarantee that 100% of the channels will continue to work. External factors can also influence this.
Table of contents:
Article 5 – Right of withdrawal
Article 6 – Costs in case of withdrawal
Article 7 – Exclusion of right of withdrawal
Article 9 – Conformity and Warranty
Article 10 – Delivery and execution
Article 11 – Duration transactions: duration, cancellation and extension
Article 13 – Complaints procedure
Article 15 – Additional or deviating provisions
Article 1 – Definitions
In these conditions the following definitions apply:
- TiviMate: the TiviMate company
- Reflection period: the period within which the consumer can exercise his right of withdrawal;
- Consumer: the natural person who does not act in the exercise of a profession or business and who enters into a distance contract with TiviMate;
- Day: calendar day;
- Duration transaction: a distance contract relating to a series of products and/or services, the delivery and/or purchase obligation of which is spread over time;
- Durable data carrier: any means that enables the consumer or TiviMate to store information addressed to him personally in a manner that allows future consultation and unchanged reproduction of the stored information.
- Right of withdrawal: the option for the consumer to cancel the distance contract within the cooling-off period;
- Model form: the model withdrawal form that TiviMate makes available that a consumer can complete when he wants to exercise his right of withdrawal.
- TiviMate: the natural or legal person who offers products and/or services remotely to consumers;
- Distance agreement: an agreement in which, within the framework of a system organized by TiviMate for the distance sale of products and/or services, exclusive use is made of one or more techniques for distance communication up to and including the conclusion of the agreement;
- Remote communication technology: means that can be used to conclude an agreement, without the consumer and TiviMate being in the same room at the same time.
- General Terms and Conditions: the present General Terms and Conditions of TiviMate.
Article 2 – Applicability
- These General Terms and Conditions apply to every offer from TiviMate and to every distance contract and orders concluded between TiviMate and the consumer.
- Before the distance contract is concluded, the text of these general terms and conditions will be made available to the consumer. If this is not reasonably possible, before the distance contract is concluded, it will be indicated that the general terms and conditions can be viewed at TiviMate and that they will be sent free of charge as soon as possible at the request of the consumer.
- If the distance contract is concluded electronically, notwithstanding the previous paragraph and before the distance contract is concluded, the text of these general terms and conditions can be made available to the consumer electronically in such a way that it can be read by the consumer. can be easily stored on a durable data carrier. If this is not reasonably possible, before the distance contract is concluded, it will be indicated where the general terms and conditions can be viewed electronically and that they will be sent free of charge electronically or otherwise at the request of the consumer.
- In the event that, in addition to these general terms and conditions, specific product or service terms and conditions also apply, the second and third paragraphs apply mutatis mutandis and in the event of conflicting general terms and conditions, the consumer can always rely on the applicable provision that is most favorable to him. is.
- If one or more provisions in these general terms and conditions are at any time wholly or partially null and void or are annulled, the remainder of the agreement and these terms and conditions will remain in force and the provision in question will be immediately replaced in mutual consultation by a provision that of the original as closely as possible.
- Situations that are not regulated in these general terms and conditions must be assessed ‘in the spirit’ of these general terms and conditions.
- Any uncertainties about the interpretation or content of one or more provisions of our terms and conditions must be interpreted ‘in the spirit’ of these general terms and conditions.
Article 3 – The offer
- If an offer has a limited period of validity or is made subject to conditions, this will be expressly stated in the offer.
- The offer is without obligation. TiviMate is entitled to change and adapt the offer.
- The offer contains a complete and accurate description of the products and/or services offered. The description is sufficiently detailed to enable a good assessment of the offer by the consumer. If TiviMate uses images, these are a true representation of the products and/or services offered. Obvious mistakes or errors in the offer do not bind TiviMate.
- All images and specifications in the offer are indicative and cannot give rise to compensation or termination of the agreement.
- Images of products are a true representation of the products offered. TiviMate cannot guarantee that the colors displayed exactly match the real colors of the products.
- Each offer contains such information that it is clear to the consumer what the rights and obligations are associated with accepting the offer. This concerns in particular:
- the price including taxes;
- any shipping costs;
- the manner in which the agreement will be concluded and what actions are required for this;
- whether or not the right of withdrawal applies;
- the method of payment, delivery and execution of the agreement;
- the period for acceptance of the offer, or the period within which TiviMate guarantees the price;
- the amount of the rate for distance communication if the costs of using the technology for distance communication are calculated on a different basis than the regular basic rate for the means of communication used;
- whether the agreement is archived after its conclusion, and if so, how it can be consulted by the consumer;
- the way in which the consumer, before concluding the agreement, can check the data provided by him in the context of the agreement and, if desired, restore it;
- any other languages in which, in addition to Dutch, the agreement can be concluded;
- the codes of conduct to which TiviMate has submitted and the way in which the consumer can consult these codes of conduct electronically; and
- the minimum duration of the distance contract in the case of a long-term transaction.
- Optional: available sizes, colors, type of materials.
Article 4 – The agreement
- The agreement is concluded, subject to the provisions of paragraph 4, at the time of acceptance by the consumer of the offer and compliance with the conditions set.
- If the consumer has accepted the offer electronically, TiviMate will immediately confirm receipt of acceptance of the offer electronically. As long as receipt of this acceptance has not been confirmed by TiviMate, the consumer can terminate the agreement.
- If the agreement is concluded electronically, TiviMate will take appropriate technical and organizational measures to secure the electronic transfer of data and ensure a safe web environment. If the consumer can pay electronically, TiviMate will take appropriate security measures.
- TiviMate can – within legal frameworks – inform itself whether the consumer can meet his payment obligations, as well as all those facts and factors that are important for a responsible conclusion of the distance contract. If, based on this investigation, TiviMate has good reasons not to enter into the agreement, it is entitled to refuse an order or request with reasons or to attach special conditions to the execution.
- TiviMate will send the following information to the consumer with the product or service, in writing or in such a way that it can be stored by the consumer in an accessible manner on a durable data carrier:
a. the reference to the TiviMate ticket system where the consumer can register their complain;
b. the conditions under which and the manner in which the consumer can exercise the right of withdrawal, or a clear statement regarding the exclusion of the right of withdrawal;
c. the information about warranties and existing after-sales service;
d. the information included in Article 4, paragraph 3 of these conditions, unless TiviMate has already provided this information to the consumer before the execution of the agreement;
e. the requirements for terminating the agreement if the agreement has a duration of more than one year or is of indefinite duration. - In the case of a duration transaction, the provision in the previous paragraph only applies to the first delivery.
- Every agreement is entered into under the conditions precedent of sufficient availability of the products in question.
Article 5 – Right of withdrawal
When delivering products:
- When purchasing products, the consumer has the option to terminate the agreement without giving reasons within 7 days. This reflection period commences on the day after receipt of the product by the consumer or a representative designated in advance by the consumer and made known to TiviMate.
- During the cooling-off period, the consumer will handle the product and packaging with care. He will only unpack or use the product to the extent necessary to assess whether he wishes to keep the product. If he exercises his right of withdrawal, he will return the product to TiviMate with all accessories supplied and – if reasonably possible – in the original condition and packaging, in accordance with the reasonable and clear instructions provided by TiviMate.
- If the consumer wishes to exercise his right of withdrawal, he is obliged to inform TiviMate within 7 days of receiving the product. The consumer must make this known via the ticket system on the website. After the consumer has indicated that he wishes to exercise his right of withdrawal, the customer must return the product within 14 days. The consumer must prove that the delivered goods have been returned on time, for example by means of proof of shipment.
- If, after the expiry of the periods referred to in paragraphs 2 and 3, the customer has not indicated that he wishes to exercise his right of withdrawal or has not returned the product to TiviMate, the purchase is a fact.
- Any right to a refund expires 7 days after receipt of the product.
When providing services:
- When providing services, the consumer has the option to terminate the agreement without giving reasons for at least 7 days, starting on the day of entering into the agreement.
- To exercise his right of withdrawal, the consumer will follow the reasonable and clear instructions provided by TiviMate with the offer and/or at the latest upon delivery.
Article 6 – Costs in case of withdrawal
- If the consumer exercises his right of withdrawal, a maximum of the costs of return will be borne by him.
- If the consumer has paid an amount, TiviMate will refund this amount as soon as possible, but no later than within 14 days after cancellation. This is subject to the condition that the product has already been received back by TiviMate or that conclusive proof of complete return can be submitted. Refund will be made via the same payment method used by the consumer unless the consumer requests a refund via another payment method that is possible for TiviMate or TiviMate must use a different payment method for the refund due to circumstances.
- If the product is damaged due to careless handling by the consumer himself, the consumer is liable for any reduction in value of the product.
- The consumer cannot be held liable for any reduction in value of the product if TiviMate has not provided all legally required information about the right of withdrawal, this must be done before concluding the purchase agreement.
Article 7 – Exclusion of right of withdrawal
- TiviMate can exclude the consumer’s right of withdrawal for products as described in paragraphs 2 and 3. The exclusion of the right of withdrawal only applies if TiviMate has clearly stated this in the offer, at least in time before concluding the agreement.
- Exclusion of the right of withdrawal is only possible for products:
a. that have been created by TiviMate in accordance with the consumer’s specifications. This includes, but is not limited to, Amazon Fire Stick, Google Chromecast with Google TV and similar equipment programmed by TiviMate for the customer to use TiviMate’s services;
b. that are clearly personal in nature;
c. which by their nature cannot be returned;
d. that can spoil or age quickly;
e. the price of which is dependent on fluctuations in the financial market over which TiviMate has no influence;
f. for individual newspapers and magazines;
g. for audio and video recordings and computer software of which the consumer has broken the seal.
h. for hygienic products of which the consumer has broken the seal. - Exclusion of the right of withdrawal is only possible for services:
a. regarding accommodation, transport, restaurant business or leisure activities to be carried out on a certain date or during a certain period;
b. the delivery of which has started with the express consent of the consumer before the cooling-off period has expired;
c. concerning betting and lotteries.
Article 8 – The price
- During the period of validity stated in the offer, the prices of the products and/or services offered will not be increased, except for price changes as a result of changes in VAT rates.
- Notwithstanding the previous paragraph, TiviMate may offer products or services with variable prices whose prices are subject to fluctuations in the financial market and over which TiviMate has no influence. This liability to fluctuations and the fact that any prices stated are target prices are stated in the offer.
- Price increases within 3 months after the conclusion of the agreement are only permitted if they are the result of legal regulations or provisions.
- Price increases from 3 months after the conclusion of the agreement are only permitted if TiviMate has stipulated this and:
a. these are the result of legal regulations or provisions; or
b. the consumer has the right to cancel the agreement with effect from the day on which the price increase takes effect. - The prices stated in the offer of products or services include VAT.
- All prices are subject to printing and typographical errors. No liability is accepted for the consequences of printing and typographical errors. In the event of printing and typographical errors, TiviMate is not obliged to deliver the product at the incorrect price.
Article 9 – Conformity and Warranty
- TiviMate guarantees that the products and/or services comply with the agreement, the specifications stated in the offer, the reasonable requirements of reliability and/or usability and the legal provisions existing on the date of the conclusion of the agreement and/or government regulations. If agreed, TiviMate also guarantees that the product is suitable for other than normal use.
- A warranty provided by TiviMate, manufacturer or importer does not affect the legal rights and claims that the consumer can assert against TiviMate under the agreement.
- Any defects or incorrectly delivered products must be reported to TiviMate in writing within 4 weeks of delivery. Products must be returned in the original packaging and in new condition.
- The TiviMate warranty period corresponds to the manufacturer’s warranty period. However, TiviMate is never responsible for the ultimate suitability of the products for each individual application by the consumer, nor for any advice regarding the use or application of the products.
- The warranty does not apply if:
- The consumer has repaired and/or edited the delivered products himself or has had them repaired and/or edited by third parties;
- The delivered products have been exposed to abnormal conditions or have otherwise been treated carelessly or are contrary to the instructions of TiviMate and/or on the packaging;
- The defect is wholly or partly the result of regulations that the government has imposed or will impose with regard to the nature or quality of the materials used.
Article 10 – Delivery and execution
- TiviMate will exercise the utmost care when receiving and executing orders for products and when assessing applications for the provision of services.
- The place of delivery is the address that the consumer has provided to the company.
- Taking into account what is stated in paragraph 4 of this article, the company will execute accepted orders expeditiously, but no later than within 30 days, unless the consumer has agreed to a longer delivery period. If delivery is delayed, or if an order cannot be fulfilled or can only be partially fulfilled, the consumer will be notified of this no later than 30 days after he has placed the order. In that case, the consumer has the right to terminate the agreement without costs. The consumer is not entitled to compensation.
- All delivery times are indicative. The consumer cannot derive any rights from any stated periods. Exceeding a term does not entitle the consumer to compensation.
- In the event of dissolution in accordance with paragraph 3 of this article, TiviMate will refund the amount paid by the consumer as soon as possible, but no later than 7 days after dissolution.
- If delivery of an ordered product proves impossible, TiviMate will make every effort to make a replacement item available. No later than upon delivery, it will be stated in a clear and understandable manner that a replacement item will be delivered. For replacement items right of withdrawal can not be excluded. The costs of any return shipment will be borne by TiviMate.
- The risk of damage and/or loss of products rests with TiviMate until the moment of delivery to the consumer or a representative designated in advance and made known to TiviMate, unless expressly agreed otherwise.
Article 11 – Duration transactions: duration, cancellation and extension
Termination
- The consumer can terminate an agreement that has been entered into for an indefinite period and that extends to the regular delivery of products (including electricity) or services at any time, taking into account the agreed cancellation rules. For the cancellation rules, please refer to the TiviMate Return and Refund Policy.
- The consumer can cancel an agreement that has been entered into for a fixed period and that extends to the regular delivery of products (including electricity) or services within 7 days after concluding the agreement without giving reasons. The agreed cancellation rules are laid down in the TiviMate Return and Refund Policy, which the customer has been able to view in advance. After the period of 7 days after receipt of the product or service, any form of refund for TiviMate will lapse, regardless of the reason for cancellation or request for a refund.
- The consumer can terminate the agreements referred to in the previous paragraphs:
a. cancel at any time, taking into account the rules agreed in the TiviMate return and refund policy. Refunds are only possible if the customer requests a refund within 7 days of receiving the product or service. After these 7 days, refunds are not possible under any circumstances. It does not matter what the reason for the request for a refund is;
b. at least cancel in the same manner as they were entered into by him.
Extension - An agreement that has been entered into for a specific period and that extends to the regular delivery of products (including electricity) or services may not be tacitly extended or renewed for a specific period.
- Notwithstanding the previous paragraph, an agreement that has been entered into for a fixed period and which extends to the regular delivery of daily news and weekly newspapers and magazines may be tacitly extended for a fixed period of up to three months, if the consumer refuses to accept this extended agreement. may terminate the extension with a notice period of no more than one month.
- An agreement that has been entered into for a definite period and that extends to the regular delivery of products or services may only be tacitly extended for an indefinite period if the consumer may cancel at any time with a notice period of no more than one month and a notice period of no more than three months if the agreement extends to the regular, but less than once a month, delivery of daily, news and weekly newspapers and magazines.
- A limited-term agreement for the regular delivery of daily, news and weekly newspapers and magazines for introductory purposes (trial or introductory subscription) is not tacitly continued and ends automatically after the trial or introductory period.
Duration
- If an agreement has a duration of more than one year, the consumer may terminate the agreement at any time after one year with a notice period of no more than one year, unless reasonableness and fairness oppose termination before the end of the agreed duration.
Article 12 – Payment
- Unless otherwise agreed, the amounts owed by the consumer must be paid within 7 working days after the commencement of the reflection period referred to in Article 6, paragraph 1. In the case of an agreement to provide a service, this period commences after the consumer has received confirmation of the agreement.
- The consumer has the obligation to immediately report inaccuracies in payment details provided or stated to TiviMate.
- In the event of non-payment by the consumer, TiviMate has the right, subject to legal restrictions, to charge the reasonable costs communicated to the consumer in advance.
Article 13 – Complaints procedure
- TiviMate has a sufficiently publicized complaints procedure and handles the complaint in accordance with this complaints procedure.
- Complaints about the execution of the agreement must be submitted fully and clearly described to TiviMate within 7 days after the consumer has discovered the defects.
- Complaints submitted to TiviMate will be answered within 14 days from the date of receipt. If a complaint requires a foreseeably longer processing time, TiviMate will respond within 14 days with an acknowledgment of receipt and an indication when the consumer can expect a more detailed answer.
- If the complaint cannot be resolved by mutual agreement, a dispute arises that is subject to the dispute settlement procedure.
- In case of complaints, a consumer should first contact TiviMate.
- A complaint does not suspend TiviMate’s obligations, unless TiviMate indicates otherwise in writing.
- If a complaint is found to be justified by TiviMate, TiviMate will, at its option, replace or repair the delivered products free of charge.
Article 14 – Disputes
- Agreements between TiviMate and the consumer to which these general terms and conditions apply are exclusively governed by Panamanian law. Even if the consumer lives abroad.
- The Vienna Sales Convention does not apply.
Article 15 – Additional or deviating provisions
Additional or deviating provisions from these general terms and conditions may not be to the detriment of the consumer and must be recorded in writing or in such a way that they can be stored by the consumer in an accessible manner on a durable data carrier.