MANUAL OF PRACTICE

1. NAME AND ADDRESS OF DISTRIBUTOR OF TELEVISION CHANNELS:

Hathway Digital Private Limited (Formerly known as Hathway Datacom Central Private
Limited)
805/806, 8th Floor, Windsor, Off CST Road, Kalina, Santacruz (East), Mumbai-400098

2. TERMS AND CONDITIONS OF SERVICE OFFERED BY THE DISTRBUTOR OF TELEVISION

CHANNEL

1. Definitions:

a) “addressable system” means an electronic device (which includes hardware

and its associated software) or more than one electronic device put in an
integrated system through which transmission of programmes including re-
transmission of signals of television channels can be done in encrypted form,
which can be decoded by the device or devices at the premises of the
subscriber within the limits of the authorization made, on the choice and
request of such subscriber, by the distributor of television channels.

b) “Authority” means the Telecom Regulatory Authority of India established

under sub-section (1) of section 3 of the Telecom Regulatory Authority of
India Act, 1997.

c) “a-la-carte” or “a-la-carte channel” with reference to offering of a television

channel means offering the channel individually on a standalone basis.

d) “active subscriber” for the purpose of these regulations, means a subscriber

who has been authorized to receive signals of television channels as per the
subscriber management system and whose set top box has not been denied
signals.

e) “broadcaster” means a person or group of persons or body corporate of any

organization or body who after having obtained, in its name, downlinking
permission for its channels, from the Central Government, is providing
programming services.

f) “bouquet” or “bouquet of channels” means an assortment of distinct

channels offered together or as a group or as a bundle and all its grammatical
variations and cognate expressions shall be construed accordingly

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g) “cable Service” or “cable TV service” means the transmission of programmes
including re-transmission of signals of television channels through cables.

h) “cable Television Network” or “cable TV network” means any system

consisting of a set of closed transmission paths and associated signal
generation, control and distribution equipment, designed to provide cable
service for reception by multiple subscribers.

i) “compliance officer” means any person designated so, who is capable of

appreciating requirements for regulatory compliance under these
regulations, by a service provider.

j) “customer premises equipment” or “CPE” means the components and

accessories installed at the premises of the subscriber to enable the reception
of broadcasting services related to television provided through addressable
systems and includes cable wire, set top box, remote control for set top box,
dish antenna, low noise block converter or any other equipment which may
be necessary to receive broadcasting services related to television.

k) “customer care centre” means a department or a section or a facility

established under sub-regulation (1) of regulation 25 by the distributor of
television for addressing service requests, answering queries, recording of
complaints, and redressal of grievances of consumers, by telephonic or
electronic means or by any other means.

l) “free-to-air channel” or “free-to-air television channel” means a channel

which is declared as such by the broadcaster and for which no fee is to be paid
by the distributor of television channels to the broadcaster for signals of such
channel.

m) “lock-in period” with reference to subscription of a-la-carte channel or

bouquet of channels, means a period of subscription during which a
subscriber and the distributor of television channels offering the subscription,
are restricted from discontinuing or altering the terms of the subscription of
such channel or bouquet of channels.

n) “local cable operator” or “LCO” means a person registered under rule 5 of the
Cable Television Networks Rules, 1994 and who is associated with the
Company.

o) “multi-system operator” or “MSO” means a cable operator who has been

granted registration under rule 11 of the Cable Television Networks Rules,

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 1994 and who receives a programming service from a broadcaster and re-
transmits the same or transmits his own programming service for
simultaneous reception either by multiple subscribers directly or through one
or more local cable operators.

p) “network capacity fee” means the amount, excluding taxes, payable by a

subscriber to the distributor of television channels for distribution network
capacity subscribed by that subscriber to receive the signals of subscribed
television channels and it does not include subscription fee for pay channel
or bouquet of pay channels, as the case may be.

q) “nodal officer” means the officer appointed or designated by a distributor of

television channels under sub-regulation (1) of regulation 28.

r) “programme” means any television broadcast and includes-

(i) exhibition of films, features, dramas, advertisements and serials;

(ii) any audio or visual or audio-visual live performance or presentation;

and the expression “programming service” shall be construed

accordingly.

s) “pay channel” means a channel for which fees is to be paid to the broadcaster
for its retransmission through electromagnetic waves through cable or through
space intended to be received by the general public either directly or indirectly
and which would require the use of an addressable system attached with the
receiver set of a subscriber;

t) “subscriber” for the purpose of these regulations, means a person who

receives broadcasting services related to television from a distributor of
television channels, at a place indicated by such person without further
transmitting it to any other person and who does not cause the signals of
television channels to be heard or seen by any person for a specific sum of
money to be paid by such person, and each set top box located at such place,
for receiving the subscribed broadcasting services related to television, shall
constitute one subscriber.

u) “service provider” means the Government as a service provider and includes

a licensee as well as any broadcaster, distributor of television channels i.e. the
Company or local cable operator.

v) “set top box” or “STB” means a device, which is connected to or is part of a

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 television receiver and which enables a subscriber to view subscribed
channels.

2. Provision of Service

• For availing the service of the Company, the subscriber shall fill in the Customer
Application Form (CAF) in duplicate and submit the CAF to the LCO/the Company
as the case may be. The subscriber shall ensure that the information stated in the
CAF is and shall continue to be complete and accurate in all respects and the
subscriber hereby undertakes to immediately notify the Company or its LCO of any
change thereto. Photo identification and Address proof is also to be submitted
along with the CAF, or else the same shall be treated as an incomplete CAF. The
LCO/the Company, as the case may be, shall return the duplicate copy of the CAF
to the subscriber duly acknowledged.

• All incomplete CAFs shall be rejected by the Company or its LCO and the
deficiencies shall be informed to the subscriber.

• The Company shall charge Rs. 350 (Rupees Three Hundred and Fifty only) as one-
time installation fee charge for installation of new connection and Rs. 100 (Rupees
One Hundred only) as one-time activation charge for activating the broadcasting
services related to television.

• The subscriber can opt for a STB under the three CPE schemes as annexed at
Annexure I.

• The subscriber shall have the option to select packages or channels on a la carte basis
by ticking the same on the CAF. The subscriber shall select the payment
methodology and the payment term on the same along with the STB details where
the subscriber wants these channels to be activated. Upon receipt of the fully filled
CAF and complete and correct in all respects, the channels selected by the subscriber
shall be activated not later than 72 hours of its receipt.

• Neither the Company nor its LCO shall disconnect a subscriber without giving at least
15 days’ written prior notice. However, this will not apply if the subscriber is found to
be the cause of piracy.

• The subscriber hereby agrees to allow the authorized representatives of the LCO/the
Company to enter upon the Installation Address for inspection, installation, removal,
replacement and repossession of the Hardware under the Terms hereof. This clause
survives the termination until all the dues are paid and the Viewing Card (“VC”) along
with the STB owned by the Company is returned to the Company in satisfactory
working condition.

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 • The Cable Service and the license to use the VC shall be for personal viewing of the
subscriber/s and for his family members only. No assignment of VC shall be valid
unless the same is approved in writing by the Company. Subscriber shall not allow
public viewing or exploit the same for commercial benefit or otherwise. Breach of
this clause will result in termination of service and the subscriber shall also be liable
to pay damages.

• The subscriber agrees and acknowledges that the VC has been merely licensed to
the subscriber by the Company to avail the Channels for one TV set only and shall at
all times be and remain the exclusive property of the Company and that the
subscriber has been fully explained and accepts that any unauthorized relay or re-
transmission of the signal will constitute infringement of copyright of the content
providers/owners/licensors thereof and will in addition to the termination of Service,
attract civil and/or criminal liability under the law.

• All the terms and conditions including the provision related to the terms of
service, tariff, rebates, discount, refund shall be subject to the rule, regulation,
notification, guidelines as may be specified by the Authority or as may be
applicable from time to time.

3. Obligations of subscribers:

The subscribers hereby undertake the following:

i. To make timely payment of dues within the due dates of payments mentioned
in the bills;
ii. To use only such STB and apply only such VC issued for such STB, as specified by
the Company, which are compatible with its network and registered in the name
of the subscriber;
iii. To take proper care of STB/VC of the Company and intimate immediately in
writing to the Company, in case of loss/ misplacement of VC with or without STB;
iv. Not to use, either before or after the STB (except TV/PVD) of the Company is
installed, any decoding, receiving, recording equipment(s) other than the
equipment authorized and specified by the Company;
v. To keep STB/VC in good working condition, repair, replace STB from any agents
or agencies authorized or nominated by the Company and not to remove or shift
STB/VC from the subscribers’ premises, without written consent of the
Company;
vi. Not to replace, sell, assign, pledge, mortgage, lend, underlet, shift, remove,
exchange, modify, alter, misuse or tamper with the STB including the seal (see
to prevent opening of STB) and VC. Any such act by the subscriber shall be
construed as wilful and criminal omission and /or commission on the part of the
subscriber in addition to breach of its obligation in this agreement;
vii. To give all assistance which the Company may be reasonably expected to

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 receive, in connection with this CAF terms;
viii. Not to indulge in piracy or activities, which has the effect of, or which shall result
into, infringement and violation of trade mark and copyright of the Company,
broadcaster, transmitter or any other person associated with such transmission;
ix. Not to distribute or redistribute signals from subscribers’ premises to any
neighbouring premises;
x. Intimate the Company within two (2) days of receipt of bill/statement of
subscription charge/charges, any discrepancies in billing;
xi. Subscriber shall not be entitled or transfer or assign its obligations and liabilities
mentioned herein to any other person /party under any circumstances, without
prior permission of the Company;
xii. To return STB /VC to the Company on termination of agreement by any party,
in good working condition, depending on the CPE scheme opted by the
subscriber;
xiii. The CAF terms are personal to the subscriber and right of the subscriber shall
not be assignable or transferable by him in favour of a third party. Any transfer
or assignment effected in contravention of the expressed provision contained
herein shall not absolve the subscriber of its obligation/ liabilities;
xiv. Responsible for payment of all taxes, levies or charges, penalties, damage set
etc. imposed or under any statute, for the time being in force.

4. Nodal Officers:

• In case a subscriber is not satisfied with the redressal of complaint by the

customer care centre, such subscriber may approach the nodal officer of the
distributor of television channels for redressal of his complaint.

• The nodal officer shall-

(a) register every complaint lodged by the subscribers;
(b) issue an acknowledgement to the subscriber within two days from date of
the receipt of the complaint indicating therein the unique complaint
number;
(c) redress such complaints of subscribers within ten days from the date of
receipt of the complaint and intimate the decision taken thereon in respect
of such complaint to the subscriber.

Sr.
State/City Particulars of the Nodal Officer
No.
Name: Ms. Roopali Mathur
Email ID: [email protected]
1 Maharashtra Mobile No.: 9833717729
Address: Trade World Bldg., B-Wing, 10th Floor, Kamala
Mills Compound, Lower Parel (West), Mumbai-400013.
2 Andhra Pradesh Name: Mr. Syed Sabjaan

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 Email ID: [email protected]
Mobile No.: 9133537375
Address: 603, 604 Mahaveer Chambers, Liberty Cross
Road,Himayath Nagar Hyderabad- 500029.
Name: Ms. Roopali Mathur
Email ID: [email protected]
Mobile No.: 09582455648
3 Haryana Office Tel No.: (011) 47737400
Address: Plot No. B-1 / G-3, AMP Motors,Mohan Co-
operative Industrial Estate, Main Mathura Road, New
Delhi-110044.
Name: Mr. Syed Sabjaan
Email ID: [email protected]
4 Karnataka Mobile No.: 9133537375
Address: Hathway House,137/138, Infantry Road,
Bangalore-560001.
Name: Mr. Aditya Dixit
Email ID: [email protected]
Madhya Pradesh- Mobile No.: 9893309818
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Bhopal Office Tel No.: (0755) 2766094 / 95
Address: Jyoti Cineplex, 2nd Floor, Zone I, MP Nagar,
Bhopal-462011.
Name: Mr. Jayant Agarwal
Email ID: [email protected]
Madhya Pradesh- Mobile No.: 9826050366
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Indore Office Tel No.: (0731) 4232001
Address: 2nd Floor, Dainik Bhaskar Building, AB Road,
Indore-452008.
Name: Ms. Jyoti Tiwari
Email ID: [email protected]
Mobile No.: 8889747788
Madhya Pradesh-
7 Office Tel No.: (0761) 4000211
Jabalpur
Fax No.: (0761) 2450100
Address: 1st Floor, 123,Manukalp Building Rameshwar
Nilay, Napier Town, Jabalpur (M.P)-482002.
Name: Ms. Roopali Mathur
Email ID: [email protected]
Mobile No.: 9582455648
8 New Delhi Office Tel No.: (011) 47737400
Address: Plot No. B-1 / G-3, Mohan Co-operative
Industrial Estate, Main Mathura Road, New Delhi-
110044.
Name: Mr. Kuldeep Singh Rathore
9 Rajasthan
Email ID: [email protected]

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 Mobile No.: 9829050990
Office Tel No.: (0141) 2763056
Address: 20 to 28, Fifth Floor, Manglam Electronics
Market, Mansarowar Link Road, Riddhi Siddhi Crossing,
Jaipur-302018.
Name: Ms. Roopali Mathur
Email ID: [email protected]
Mobile No.: 9582455648
10 Uttar Pradesh Office Tel No.: (011) 47737400
Address: Plot No. B-1 / G-3, Mohan Co-operative
Industrial Estate, Main Mathura Road, New
Delhi,110044.
Name: Mr. Shantanu Chakraborty
Email ID: [email protected]
Mobile No.: 9073352880
11 West Bengal
Office Tel No.: (033) 40302428
Address: Ecostation, 2nd Floor, Plot No. – 7, Block –BP,
Sector – V, Salt Lake, Kolkata – 700091.

5. Details of provisions for consumer protection as specified in these regulations:

a) Disruption in service

• In case signals of television channels to a subscriber are continuously disrupted

for a period exceeding seventy-two hours, the distributor of television channels
or its linked local cable operator, as the case may be, shall reduce the
subscription charges of the subscriber by an amount equivalent to the
proportionate distributor retail price and network capacity fee in respect of
such channels for the entire period of such disruption:

Provided that the period of such disruption shall be calculated from the time
the complaint is registered by the subscriber:

Provided further that nothing contained in this sub-regulation shall apply in

case the disruption is caused due to natural calamities.

b) Price Protection for advance subscription payment

• In case, the broadcasting services related to television have been availed by a

subscriber with a lock-in period or the charges for subscription of broadcasting
services related to television are paid in advance for a specific period by a
subscriber in pursuance of any scheme offered by the distributor of television
channels, the distributor shall continue to provide such services for such period
to the subscriber without any increase in the price of subscription and without
altering the other terms of subscription to the disadvantage of the subscriber.

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 c) Temporary discontinuation of service

• Every distributor of television channels or its linked local cable operator, as the
case may be, shall, upon receiving a request from a subscriber, temporarily
suspend the broadcasting services related to television of such subscriber:

Provided that such request shall be made by such subscriber at least fifteen
days prior to the date of such suspension:

Provided further that such temporary suspension shall be for a minimum

period of one month and in the multiple thereof.

• The distributor of television channels or its linked local cable operator, as the
case may be, shall not charge any amount, except the rental amount for
customer premises equipment applicable if it is provided to the subscriber
under rental scheme as referred to in sub-regulation (8) of regulations 24, from
the subscriber during the period of temporary suspension.

• In case broadcasting services related to television of a subscriber remain

suspended continuously for a period exceeding three months, such subscriber
shall not be counted as an active subscriber of the distributor of television
channels and it shall be permissible for the distributor to deactivate such
subscriber from subscriber management system.

• Every distributor of television channels or its linked local cable operator, as the
case may be, shall, upon receiving a request from the subscriber, restore
services within seventy-two hours and may charge an amount-

i. not exceeding rupees twenty-five as restoration fee from the subscriber for
restoration of services if such services have remained suspended continuously
for a period not exceeding three months, or
ii. not exceeding rupees hundred as re-activation fee from the subscriber for
restoration of services if such services have remained suspended continuously
for a period exceeding three months.

d) Disconnection of services

• Every distributor of television channels or its linked local cable operator, as the
case may be, shall, upon request from the subscriber, disconnect the
connection of broadcasting services related to television to such subscriber
from the date indicated by the subscriber in his request and refund the deposits
due to the subscriber, subject to fulfilment of the terms and conditions for
providing services as agreed by the distributor and the subscriber, within seven
days thereafter:

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 Provided that the subscriber shall make such request for disconnection at
least fifteen days prior to the requested date of disconnection.

• No distributor of television channels or its linked local cable operator, as the

case may be, shall disconnect the broadcasting services related to television to
a subscriber without giving a prior notice of at least fifteen days to such
subscriber indicating the reasons for such disconnection and the period of
fifteen days shall be reckoned from the date of issue of such notice of
disconnection to the subscriber.

• The notice for disconnection of broadcasting services related to television

referred in sub-regulation (2) shall be communicated by the distributor of
television channels by running scrolls on television screen and sending Short
Message Service (SMS) to the registered mobile number of the subscriber:

Provided that it shall be permissible for the distributor, in addition to sending

the notice in the above-referred manner, to employ other means of
communicating the notice to the subscriber such as e-mail, b-mail and other
methods as may be deemed appropriate.

e) Terms and conditions for billing and payment

• The Company shall be offering our services on pre-paid model only.

• The Company or its linked local cable operator, as the case may be, shall, in
case of pre-paid payments, acknowledge such payments to the subscriber and
ensure that the subscriber management system is updated accordingly.

• The billing cycle for pre-paid payment option shall be thirty days from the date
of activation of services.

• The Company shall, on its website, maintain the records of billing and payment
of subscribers, for preceding six months and provide log-in access to the
subscribers to their accounts and such records of subscriber shall contain
itemised usage details of, —

(a) network capacity fee,

(b) rental charges for customer premises equipment, if any,
(c) charges for pay channels and bouquets of pay channels subscribed by
subscriber during the period of billing cycle,
(d) taxes in conformity with applicable laws.

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• The Company shall temporarily suspend the services of a prepaid subscriber in
case of non-availability of balance amount in his prepaid account:

Provided that in case the services of the subscriber remain suspended

continuously for a period of three months, such subscriber shall be
deactivated from subscriber management system:

Provided further that upon the recharge of balance amount in subscriber’s

account, the Company may charge an amount not exceeding rupees hundred
as re-activation fee from the subscriber for restoration of services if such
services have remained suspended continuously for a period exceeding three
months.

f) Relocation of connection

In case a subscriber requests for relocation of his connection from one location
to another location, the Company or its LCO, as the case may be, shall, subject
to technical and operational feasibility, relocate the connection within a period
of seven days from the date of receipt of such request:

Provided that it shall be permissible for the Company or its LCO, as the case
may be, to charge from such subscriber-

(i) an amount, not exceeding, twice the amount of installation charge

prescribed by the distributor, in case, such relocation work involves
dismantling of the outdoor equipment of customer premises equipment
from old location and reinstallation at new location, or
(ii) an amount, not exceeding, the installation charge prescribed by the
distributor, in case, such relocation work does not involve dismantling of the
outdoor equipment of customer premises equipment from old location.

Explanation: For the purpose of this regulation, outdoor equipment means the
dish-antenna, Low Noise Block Converter, connectors and other accessories
fastened to the dish-antenna.

6. Procedure and benchmark for complaint redressal

The Company has established a customer Care Centre for addressing the service
requests and complaints of its subscribers with following features:

(a) Toll free “customer care number” - 18004197900

(b) The services are accessible between 08:00 hrs and 22:00 hrs on all days of
the week,
(c) provide services in the regional language of the service area in addition to
Hindi and English

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 (d) Interactive Voice Response System (IVRS) with provision for complaint
registration
(e) The Company also has a web based complaint management system
www.selfcare.hathway.com

The Turnaround Time for different parameters is as follows:

(a) all complaints shall be responded to within eight hours of receipt of the
complaint:

Provided that complaints received after the office working hours shall be
responded by the next working day;

(b) at least ninety percent of all ‘no signal’ complaints received shall be redressed
and signal restored within twenty-four hours of receipt of such complaint;

(c) all complaints relating to billing shall be redressed within seven days of receipt if
the complaint from the subscriber and refunds, if any, shall be made to such
subscriber within thirty days of receipt of the complaint;

(d) at least ninety percent of all other complaints not covered under clause (b) and
clause (c) shall be redressed within forty-eight hours of receipt of such
complaints;

no complaint, except billing related complaints referred to in clause (c), shall

remain unresolved beyond seventy-two hours.

7. Force Majeure:

If at any time, during the continuance of Service, the service is interrupted,

discontinued either whole or in part, by reason of war, warlike situation, civil
commotion, theft, wilful destruction, terrorist attack, sabotage, fire, flood,
earthquake, riots, explosion, epidemic, quarantine, strikes, lock out,
compliance with any acts or directions of any judicial, statutory or regulatory
authority or any others Acts of God, or if any or more channels are discontinued
due to any technical or system failure at any stage or for any other reasons
beyond the reasonable control of the LCO or the Company, the subscriber will
not have any claim for any loss or damages against the LCO or the Company.

8. Disclaimer:

The LCOs/the Company will make reasonable efforts to render uninterrupted

service to the subscriber and make no representation and warranty other than
those set forth in the terms and hereby expressly declaim all other warranties
express or implied, including but not limited to any implied warranty or

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 merchantability or fitness for particular purpose.

9. Limitation of Liability:

LCO, Distributors, the Company and the employees thereof shall be not liable
to the subscriber or to any other person for all or any indirect, special,
incidental or consequential damage arising out of or in connection with the
provision of the service or inability to provide the same whether or not due to
suspension, interruption or termination of the service or for any inconvenience,
disappointment due to deprival of any programme or information whether
attributable to any negligent act or omission or otherwise.

Provided however the maximum liability of LCO or Distributor or the Company

for any actual or alleged breach shall not exceed the subscription paid in
advance for such duration of service, for which the subscriber had paid in
advance but was deprived due to such breach.

10. Indemnity:

The Subscriber hereby indemnifies and hold harmless the LCO, MSO and
Hathway from all the loss, claims, demand, suits, proceedings, damages, costs,
expenses, liabilities (including, without limitation, reasonable legal fees) or
cause of for use and misuse of the Cable Service or for non-observance of the
Terms by the Subscriber.

11. Jurisdiction:

All disputes and differences with respect to these terms between the
subscriber and the Company or the LCO shall be shall be subject only to the
jurisdiction of the courts at Mumbai.

12. Miscellaneous:

If any of the provisions of these terms becomes or is declares illegal, invalid or

unenforceable for any reason, the other provisions shall remain in full force
and effect and no failure or delay to exercise any right or remedy hereunder
shall be construed or operate as a waiver thereof. Terms may be amended by
the authority from time to time and shall be binding on all.

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 Schedule I

SET TOP BOX SCHEMES, TYPE, PRICE AND TERMS AND CONDITIONS

The Company has following three Set Top Box Schemes:

a) Outright purchase scheme

Sl.no. Type of Set Top Box MRP

(STB) (Rs.)
1 Standard Definition 1400
2 High Definition 2000

General Terms and Conditions:

1. The Company reserves the right to change the price of the STB from time to time.
2. The STB purchased under this scheme is inclusive of taxes.
3. The STB purchased under this scheme has a warranty of one year, which is applicable
from the date of purchase of the STB.
4. The warranty of one year is not valid in case the STB has been tampered with or
damaged by the subscriber.
5. The ownership of the STB under this scheme vests with the subscriber.
6. Post the warranty period, the Company reserves the right to charge the subscriber for
the repairs as per the rates to be announced by the Company from time to time.
7. The Company would charge one time installation fee of Rs. 350 (exclusive of taxes)
and one time activation fee of Rs. 100 (exclusive of taxes) per STB under this scheme.
8. In case subscriber requests for relocation of his connection from one location to
another, it shall be in accordance with Regulation 14 of The Telecommunication
(Broadcasting and Cable) Services Standards of Quality of Service and Consumer
Protection (Addressable Systems) Regulations, 2017.
9. In case of temporary suspension of broadcasting services related to television on
request from a subscriber, it shall be in accordance with Regulation 12 of The
Telecommunication (Broadcasting and Cable) Services Standards of Quality of Service
and Consumer Protection (Addressable Systems) Regulations, 2017.
10. Any extra remote for STB would be given on payment of Rs. 150/- (excluding
applicable taxes, if any) per remote.

b) Rental scheme

Sl.no. Type of Set Top Box Monthly Rental (in Security Deposit
(STB) Rs.)
1 Standard Definition Rs. 75 Refundable security
deposit of Rs. 800

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 2 High Definition Rs. 100 Refundable security
deposit of Rs. 1200

General Terms and Conditions:

1. The Rental under this scheme is to paid for a period of 3 years.

2. The Monthly rental to be paid is exclusive of Taxes.
3. After three years of rental payment, no rent is payable by the subscriber. The
Set Top Box shall become the property of the subscriber except the smart
card/viewing card.
4. Till last rental is paid, the STB remains the property of the company.
5. The company would service the STB during the period of three years as per the
relevant provisions of the “The Telecommunication(Broadcasting and Cable
Services) Standards of quality of Service and Consumer Protection (Addressable
Systems Regulations, 2017).
6. Post the term of 3 years, the company reserves the right to charge the subscriber
for the repairs as per the rates to be announced by the company from time to
time.
7. The Company would charge onetime installation Fee of Rs. 350 (exclusive of taxes)
and onetime activation fee of Rs. 100 (exclusive of taxes) per STB under this
scheme.
8. After the expiry of three years from the date of installation of set top box and
payment of all outstanding amount, the entire security deposit shall be refunded
to the ordinary subscriber without any deductions.
9. The full security deposit without any deduction subject to any outstanding
payment shall be refunded to the subscriber, if he returns the set top box, at any
point of time, within a period of three years, provided that the set top box has not
been tampered with.
10. In case subscriber requests for relocation of his connection from one location to
another, it shall be in accordance with Regulation 14 of The Telecommunication
(Broadcasting and Cable) Services Standards of Quality of Service and Consumer
Protection (Addressable Systems) Regulations, 2017.
11. In case of temporary suspension of broadcasting services related to television on
request from a subscriber, it shall be in accordance with Regulation 12 of The
Telecommunication (Broadcasting and Cable) Services Standards of Quality of
Service and Consumer Protection (Addressable Systems) Regulations, 2017.
12. Any extra remote for STB would be given on payment of Rs. 150/- (excluding
applicable taxes, if any) per remote.

c) Hathway Set Top Box Schemes

The Company reserves right to formulate other CPE scheme in future in line with The
Telecommunication (Broadcasting and Cable) Services Standards of Quality of Service and

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Consumer Protection (Addressable Systems) Regulations, 2017 and the same shall be
intimated to the subscribers as and when they are announced.

Version 1.0-Dec-18

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