Web Site Privacy Information
Company Policy
ThaiLive.tv IPTV BOX has an “all sales are final” policy (No Returns,
Exchange Only). Before making your final purchase please consult with
our sales staff to see which product is right for you. Also Customers are only
allowed to return products when they are defective, damaged or non-ordered
products, and only with a Return Material Authorization (RMA) number. You will
not be credited if you decide to box it up and send it back to us without an
existing RMA number or any prior communication with our tech support department.
RMA number must be assigned for all returns. Any product that is shipped to us
without an RMA number will be refused and sent back to sender.
Credit Card Dispute
Before you contact your credit company to remove a charge you don't recognize
on your bank statement, phone the telephone number next to the transaction to
investigate the charge. Credit card disputes, known as "chargebacks" in the
industry, take time and energy to get reversed. In most cases it was not a
fraudulent charge; the credit card holder has simply forgotten about the charge.
Charge Backs
If you contact your credit card company to remove a charge without calling
us; or if you contact them to dispute the charges because we overrode your
decision for "no signature" to "signature required"; or if you dispute the
charges because you didn't want to make arrangements to sign, redirect, or
pick up the package; or if you dispute the charge because someone in the
household received the package and you were not made aware of it; or if you
dispute the charge because you didn't want to wait for our refund check to
arrive; or if you dispute the charge on items that were returned without an
authorization; we will take action to reverse the chargeback.
If our action to reverse the chargeback is successful, a bill for an
administrative fee of $65 to process the chargeback reversal will be sent to
you. If we are unsuccessful in our action to reverse the chargeback, we will
send you a bill for the original order amount plus a $65 administrative fee.
If a package was refused and sent back to us, the original shipping cost
along with the return shipping will be added to the bill. If the date of
product return exceeds our 30-day Return Policy, a 25% restocking fee will
also be added. In either case, if the bill is not paid to us within 30 days,
it will then be turned over to a collection agency. If the bill is not paid
within 30 days after you've been contacted by the collection agency, your
account will be reported to all credit bureaus as a delinquent collection
account. This will stay on your credit record for at least seven years.
In cases where the chargeback is clearly fraudulent and with ill intent to
get merchandise without paying for it, we will file a report with your local
police department. If the product was delivered within Australia or to a
Post Office Box, we will file a complaint for criminal mail fraud with the
Australian Post.
Please call us first to investigate a transaction you don't recognize
before contacting your credit card company to remove the charge.
Your transaction will appear on your bank statement as "Cleopate"
Billing Dispute or Refund Policy
Customers have 30 business days from the date of an invoice or charge to
dispute that invoice or charge; after that time the customer will be deemed to
have waived any objections to that invoice or charge.
Limited Warranty Information
ThaiLive.tv IPTV products come with a 2-years limited warranty from the date of
purchase. ThaiLive.tv IPTV warrants in good operating condition for the warranty
period. This warranty does not include non-ThaiLive.tv IPTV installed components. If
the ThaiLive.tv IPTV product malfunctions during the warranty period, ThaiLive.tv IPTV
will, at its discretion, repair or replace the product at no charge, provided
the product has not been subjected to misuse, abuse or non-ThaiLive.tv IPTV
authorized alterations, modifications or repairs. When returning a product,
include your RMA number. Return requests cannot be processed without RMA
number.. Shipment of returned product to ThaiLive.tv IPTV is the responsibility of
the purchaser. All expressed and implied warranties for the ThaiLive.tv IPTV product
line including, but not limited to, the warranties of merchantability and
fitness for a particular purpose, are limited in duration to the above period.
Under no circumstances shall ThaiLive.tv IPTV be liable in any way to the user for
damages, including any lost profits, lost savings or other incidental or
consequential damages arising out of the use of, or inability to use, the
ThaiLive.tv IPTV products. ThaiLive.tv IPTV reserves the right to revise or update its
products, software, or documentation without obligation to notify any individual
or entity.
Technical Support and firmware upgrades for ThaiLive.tv IPTV products are
restricted to the country/region of purchase.
Please refer to the ThaiLive.tv IPTV Box Support Information received with your
product purchase.
This warranty is void if:
- The product was operated/stored in abnormal use or maintenance
conditions;
- The product is repaired, modified or altered
- The product was subjected to abuse, neglect, electrical fault, improper
packaging, accident or acts of nature;
- The product was installed improperly;
- The serial number of the product is defaced or missing;
- The tamper seal on the casing is broken.
- The product is upgraded with firmware not applicable to region of
purchase.
To protect against
power surges and power outages, we strongly recommend
that you use power surge protection and UPS solutions suitable for your
situation.
Any failure related to power adapter or NIC (Network Interface Card) are not
covered by the warranty. Per our Limited Warranty agreement, we don't cover the
units that are defective per misuse.
• Returns must be shipped freight prepaid.
All return shipping charges are your responsibility.
• ThaiLive.tv requires pre-authorization
for the return of all products. Products not authorized for return shall be sent
back to you at your expense.
• ThaiLive.tv will not be liable for any
loss of or damage to unauthorized return items.
• ThaiLive.tv will repair or replace the
products, and we will ship all products via UPS Ground or a carrier of ThaiLive.tv 's
choice.
• Damaged products will be returned “AS IS”
by UPS Ground, freight collect.
• We will ship, at your expense, via any
express carrier service you request. When you request a carrier other than
ThaiLive.tv ’s carrier of choice, you will bear risk of loss and freight expenses for
such shipments.
• Please allow between 7 to 14 working days
before we can ship you the repaired or exchanged unit.
• Please do not forget to Send the RMA
Request form along with your unit in the same box.
RMA Criteria (Defective, Damaged Units Only)
• Products must have been purchased
directly from ThaiLive.tv.
• Products must be in it’s original
undamaged box with no item missing and no plastic or paper seal broken.
• RMA is only issued when unit is
defective or damaged and it will be exchanged as soon as we receive the
unit back.
• ThaiLive.tv will only exchange returned
products with a Return Material authorization (RMA) number.
• Out-of-Policy requests are subject to
acceptance by ThaiLive.tv and a re-stocking fee of 45% may be applied.
If you did not purchase the product directly from ThaiLive.tv, please refer to your
distributor or reseller's point of contact where you purchased the products.
Return Procedure
• Customer is responsible for
all return shipping charges and are not allowed to bill us for any
Point of Entry Prep fees, Taxes,
• Custom fees, Packaging
fees or any unknown charges the may have accured as the result of
the return shipping.
LOSS/DAMAGE: ThaiLive.tv will not be liable or
responsible for loss, misdelivery. damage and/or delay of
goods or any products sent to ThaiLive.tv address.
INSURANCE: It is shippers/customer's sole
responsiblity to obtain additional insurance and pay the
additional premium.
CLAIMS: It is shipper/customer's sole
responsiblity to file a claim with the carriere In case of
loss, misdelivered, damage or delay.
shipper/customer needs to contact the carrier to file a
claim to receive compensation or to recover the lost
package.
Please use a trackable carrier such as Toll or TNT to insure
proper delivery and tracking.
• During return shipment
please check the correct boxes on the return slip provided to
you by the shipping agency. Providing the incorrect information
may result in additional fees, taxes or other unpaid charges
that may be billed to you by the shipping agency.
• We refuse and will not
accept any additional charges being billed to us such as Freight
Collect, COD or any other type requesting payment during
delivery.
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• Before calling for an RMA number, please make sure that you have
correctly followed the installation instructions and operating procedures for
the products that are located in the user’s guide.
• Call our Return Merchandise Authorization
(RMA) department and request an RMA Request Form.
• On the RMA Request Form, make sure you
have the following information: Contact name; Contact phone and fax number; E-mai
l address; ThaiLive.tv GM product part number; Serial number for each product
returned; Complete description of the technical problems for each product
returned.
• RMA number should be clearly
written on the shipping label and the label placed on the shipping box.
• All unlabeled, mismarked or illegibly
marked products will be refused or returned “AS IS” by TNT, freight collect.
• All packages which appear to be damaged
at the time of delivery to ThaiLive.tv will be refused “AS IS”.
• Please be assured that the products sent
to ThaiLive.tv are the same products for which the number was issued. If the products
do not match the products under the assigned RMA number, ThaiLive.tv will return all
products by TNT, freight collect.
• No return accepted without an RMA number,
absolutely no exceptions.
• RMA number is valid for 7
calendar days after authorization. We reserve the right to refuse returned
item(s) beyond 7 days from the date RMA number is assigned.
Shipping Policy
All orders are shipped within the first 24-72 hours of the transaction unless
the product is out of stock which in that case customer will be notified and
correct ETD or estimated time of delivery will be given to the customer.
We use Couriers.
• If you decide to exchange the (Non
defective) unit for another high/low end model you will be charged a 15%
restocking fee if the product is returned in new in box condition. You will be
responsible for all (both ways) shipping charges. If you are exchanging the unit
for high end model you may have to pay the difference and we may charge your
credit card on file to satisfy the transaction. On the other hand if you decide
to downgrade your unit to a lower end model we will credit you the difference
less shipping charges.
• For Exchange Only: Please return
the product with the manufacturers packaging and accessories in good condition
along with Exchange RMA# . We will be forced to levy additional
surcharges for products that are returned in used condition and/or have damaged,
scratched or missing packaging or accessories. If the product is returned with
missing or damaged packaging or accessories an additional 35% surcharge may be
assessed.
• Shipping charges are not refundable.
Fees and Disclosures
Summary of Fees:
Returned Payment Fee $20.00
Late Fee (Per Month) $10.00
Reconnect Fee $35.00
Disputed Charge Fee* $55.00
Important Payment
Information
Payment must be received by the due date. In order to ensure timely and
accurate crediting of your account, please enclose the payment coupon with
your payment. Please write your account number on your check or money order
as and return in the envelope. You can also use your credit card to get your
payment to us immediately.
Reconnect Fee
A $35.00 reconnect fee must be paid before service will be reactivated.
Important Information
Your ThaiLive.tv IPTV Box is designed to provide a wide array of entertainment and
information. To ensure the greatest level of service at all times, you
will need to have your ThaiLive.tv IPTV Box connected to a Router and router needs to
be connected to a DSL line or Cable Modem. Some Internet Service
Providers do provide a built in 4 port router/modem. Please contact your
DSL/Cable Modem service provider for more information.
If customer has a broadband connection through their provider it’s as
easy as plugging in a CAT5 (Ethernet Cable) into the ThaiLive.tv IPTV BoxX. Our Phone
Tech support team will help you during the process to hook up; however,
customers may have to refer to their specific network admin for specific
hook ups (via Router, Hub, etc?). You may need to hire an installer to
work around the network problem. The unit is designed to work within the
first 5 seconds once is plugged in however if you have any existing
network issues such as wiring problem, defective, outdated or a non
working router we won’t be able to help you and this is out of our tech
support scope.
All units come with a 2 Years factory limited warranty and 1 months of
Free phone tech support. Please refer to our warranty/support section.
Explanation of Fees
Returned Payment Fee :
$10.00
You will be charged a $10.00 returned payment fee, subject to applicable
law, for payments returned by your bank. This fee is charged to the
account when a customer's check or a credit card is returned due to
non-sufficient funds. This fee is also charged when a customer chooses
to stop payment on a credit card or a check, or if the bank account is
not valid (not found). You service may be interrupted due to an owing
balance on your account.
Late Fee and Deactivation of Service :
$5.00
Any outstanding fees are automatically charged to the customer's account
30 days after the billing date if the bill has not been paid in full.
The amount due must be paid in full each month. When mailing payments,
please allow 7-10 business days for payment to reach us and be posted to
your account. If payment is not received on or before the due date
indicated on the statement, you will be subject to a $5.00
administrative Late Fee that will appear on your next statement. We do
not extend credit to our customers, and the Late Fee is not interest or
a finance, credit service or similar charge. Service may be deactivated
for non-payment at our sole discretion. All outstanding balances, an
amount equal to at least one month's advance charges, and a $45.00
reconnect fee must be paid before service will be reactivated.
Reconnect Fee : $35.00
Charged and collected at the time a customer wants to restart services
after a permanent disconnection (due to non payment). This fee will be
collected up front at the time of restart.
*Disputed Credit Card Charge Fee :
$55.00
*If customer decides to place a dispute on a credit card transaction and
later it was proven by the Merchant and the financial Institution that
the charge in fact is valid then a charge of $55.00 Chargeback fee will
be collected along with minimum penalty of $10.00 for each month that the
payment was disputed and held by the financial institution and $25.00
reconnect fee. Once we receive or notified by your financial institution
that a charge has been disputed we will have no choice but to suspend
the service until the matter is resolved. If the matter decided by the
financial institution in your favour then we will waive all the fees
above. Customer is still responsible to return the ThaiLive.tv IPTV unit to
ThaiLive.tv within 24 hours after the chargeback has been concluded via a
traceable shipping service such as Toll or TNT and customer also is
responsible to purchase additional insurance in case of damage to the
unit during shipment.
Customer shall email or fax us the tracking information. If customer
fails to return the equipment then ThaiLive.tv has no choice but to
reinforce the charge back to customers account or place the account for
immediate collection which will result in a negative report by 3 major
credit bureaus. (Collection fees will be applied to the existing unpaid
customers balance). Any unreturned, Unpaid unit remains the property of
the ThaiLive.tv and keeping the unit indicates that the customer’s initial
dispute was invalid. All fees will be collected at the time a customer
wants to restart services after a permanent disconnection (due to non payment or suspension). This fee will be collected up front at the
time of restart.
Cancellation Policy
ThaiLive.tv requires 30 days advance notice on cancellations (to give
us time to make sure your account is properly disconnected at the
right time, to wrap-up any remaining billing issues, and most
importantly, to ensure you are not billed for the next payment
period). No Prorate for requests between the billing cycle or before
the 30 days CANCELLATION notice.
If you ever decide to cancel your account, just send us an email to:
Sales@iThaiLive.tv with
your request for cancellation and your service will be discontinued
at the end of your next complete billing month.
All cancellations requests must be submitted via email to our
billing department using our email address
sales@ThaiLive.tv .
You must include your account First Name, Last Name, Phone Number,
Account Number and the reason you are canceling your account in your
email. Please always keep a copy of your CANCELLATION notice which
stays in your SENT section of your email program for future
reference.
To insure proper service to our customers we do not accept CANCELLATIONs by phone
and must be documented such as email service. In the event of
dispute, the copy of your email is your only resource to back track
the CANCELLATION request.
Third Party Providers
You agree that certain services may be provided by third party
providers of ThaiLive.tv and that your use of such services may be
subject to further agreements, policies, terms, and conditions
in addition to those contained or referenced in this Agreement.
* TV Box Units are not
transferable. Any change of ownership must be reported to ThaiLive.tv for Approval. *
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ThaiLive.tv
ThaiLive.tv recognizes that respecting user privacy over the Internet is of utmost
importance. This privacy statement is designed to provide information about the
privacy and data collection practices for the site:
http://www.ThaiLive.tv. The Site is maintained and owned by
Craig @ netease.com.au.While Netease attempts to
provide accurate information on this web site, it assumes no responsibility for
accuracy. Netease may change the information on the site, or the products mentioned,
at any time without notice. This website may not be copied or sold without agreement
with Craig@Netease.com.au.
If you have questions or concerns regarding this statement, contact
Sales@ThaiLive.tv
Identifying Information. In general, you can visit the Site without telling
us who you are or providing any information about yourself. In some areas of the
Site, we ask you to provide information that will enable us to process an order,
offer services that require registration, assist you with technical support
issues or to follow up with you. Generally, ThaiLive.tv requests identifying information when you:
- Register on any of our web sites.
- Place an order.
- Provide feedback to an online survey or tell us about an
idea or suggestion.
- Participate in a rebate program, contest, or other
promotional offer.
- Request a SPECIAL SERVICE
- Request information or files from technical support or
customer service.
In these instances, ThaiLive.tv will ask for
your name, address, e-mail address, phone number and other appropriate
information needed to provide you with these services. In all instances, if you
receive a newsletter or other mailing from us, you will always be able to
"unsubscribe" to these mailings at any time.
What ThaiLive.tv Will Do With Your
Information. If you choose to give us personal information for any of the
purposes above, this information is retained by YOUR
COMPANY NAME and will only be used by
ThaiLive.tv to support your customer relationship with us. We will not add you
to a mailing list, or newsletter without your registration for this service. We
will only contact you if further information is required from you to complete a
service.
What Others May Do With Your Information. ThaiLive.tv does not share, rent, or sell any personally identifying information
provided through our Site (such as your name or email address) to any outside
organization for use in its marketing or solicitations. From time to time
ThaiLive.tv may use agents or contractors who
will have access to your personal information to perform services for
ThaiLive.tv (such as DATABASE MAINTENANCE,
FURTHER EXAMPLES), however, they are required by us to keep the information
confidential and may not use it for any purpose other than to carry out the
services for ThaiLive.tv. In addition,
ThaiLive.tv may also share aggregate
information about its customers and its web site visitors to advertisers,
business partners, and other third parties. For example, we might share that our
users are x percent PCs users and y percent Macintosh users. None of this
information, however, will contain personal, identifying information about our
users.
ThaiLive.tv On-line Store. The
ThaiLive.tv On-line Store is designed to give
you options concerning the privacy of your identifying information. If you
choose, you can set up an account. This will allow you to have a customized
order page for express ordering and to view your purchasing history. To protect
your privacy, we have designed the Sites to include certain steps to verify your
identity before granting you access or enabling you to make corrections in an
account. You will always have access to this account information and can view
it, update it or correct it at any time. To access your information, you will
need to use a password.
When purchasing products through the our web site, the order form will also
ask you to provide a daytime telephone number. However, the telephone number is
only used to quickly resolve questions relative to an order, such as to clarify
customer email addresses that are inactive, or entered incorrectly.
Third Party Links
ThaiLive.tv does provide links to other
sites. Other Internet sites and services have separate privacy and data
collection practices. Once you leave
www.ThaiLive.tv ,
ThaiLive.tv cannot control, and has no
responsibility for, the privacy policies or data collection activities at
another site.
Cookies
At times, we will use a feature on your web browser to send your computer a
"cookie". We do not use cookies to retrieve any personal information from your
computer. We only use cookies to learn ways to enhance our Sites, and to give
you better, more personalized service while in our web site. You can reset your
browser to refuse all cookies or indicate when a cookie is sent. However, some
functions of the Sites will not function if you refuse cookies. These areas of
our web site will have information posted about cookies, and when a cookie will
be uploaded to your computer.
Children's Privacy Protection
ThaiLive.tv is sensitive to the heightened
need to protect the privacy of children under the age of 13. The vast majority
of the material on our web site is not intended for children and is not targeted
to children under the age of 13. We do not knowingly collect data from children
and, if we learn that we have received personal data from a child, we will
remove this information from our database.
Changes to this Policy
ThaiLive.tv may from time to time revise
its privacy policy. You should therefore periodically visit this page, so you
are aware of any such revisions. We will not, however, use your existing
information in a manner not previously disclosed. You will be advised and have
the opportunity to opt out of any new use of your information.
Contacting Us. If you have any questions about our privacy policy and/or the
practices of our web site, you can write to:
- ThaiLive.tv
- 68 Campbell St
- Surry Hills NSW
- 2010
Credit Card Security
We know customers are concerned about credit card security. We use one of the
worlds largest funds transfer agencies - PayPal.
If you choose to use a PayPal account, your personal credit card information
will not be given to ThaiLive.tv.
