8. The Service is only available in certain coverage areas within the following location: 

9. We will endeavour to call you within 7 days of your application for the Service to inform you of acceptance or rejection of your application. Notwithstanding the above, Maxis reserves the right to change the coverage areas for this Plan from time to time. Provision of the Service is at our sole discretion.

10. The eligibility of the Service and/or the Plan is subject to the following criteria:
    1. your installation address (“Premises”) for the Service is within the selected areas (as provided in Clause 8);
    2. you must not have any outstanding payments with us;
    3. you are not a commercial user and/or bulk subscriber; and
    4. the provision of Service is contingent on the Premises being-fibre ready and having a termination point within the Premises. In the instance your Premises is fibre-ready and has a termination point, but there are other issues arising (including but not limited to fibre port(s)), we will endeavour to assist in solving said issue. We shall not be held liable for such other issues.
11. Notwithstanding the above, Maxis reserves the right to change the eligibility criteria and the eligible areas for the Service from time to time.

12. The applicable Charges and rate table guide for the Service under the Plan are as follows:

Charges are exclusive of applicable taxes.

13. You are responsible for the payment of all Charges associated with this Plan (including the Charges for the itemized bill) both during the Commitment Period (as defined in Clause 14 below). Please download the Maxis app (at https://maxis.page.link/paybill1)) to view, track and manage your monthly bills. 

14. The Service commences on the date of successful onsite installation and activation of the Maxis Equipment at your Premises ("Activation Date"). The minimum commitment period for this Plan shall be a period of twenty-four (24) months from the Activation Date of the Plan ("Commitment Period"). You shall not, during the Commitment Period terminate your Service. We reserve our rights to charge you the following early termination charge if you terminate the Service before the end of the Commitment Period. The early termination charge is calculated as follows:
    
    Monthly charges (RM) x Remaining month(s) of the Commitment Period;
    
    After the Commitment Period, the Service shall continue automatically until you terminate the Service in accordance with this SSTC.
    
    
15. If you signed up for the Plan, you will be provided with the number of units of Mesh WiFi, as provided in Clause 1 with no extra charge.
16. During the Commitment Period, in the event you:
    1. change to a new plan other than the Plan under the Service:
       1. any applicable early termination fee under the Plan may be waived or adjusted at Maxis’ discretion in accordance with its prevailing policies;
       2. a new commitment period applicable for the new plan may apply at Maxis’ discretion in accordance with its prevailing policies; and
       3. any applicable complimentary devices or services under the Plan (including Maxis MaxWiFi subscription, devices and rebates) may be removed and become chargeable.
    2. downgrade from your earlier subscription of Maxis Home Fibre 5Gbps Plan to Maxis Home Fibre 3Gbps Plan under the Plan:
       1. any applicable early termination fee under the Maxis Home Fibre 5Gbps Plan may be waived or adjusted at Maxis’ discretion in accordance with its prevailing policies.
       2. a new Commitment Period to the new downgraded Maxis Home Fibre 3Gbps Plan may apply at Maxis’ discretion in accordance with its prevailing policies; and
       3. any applicable complimentary devices or services under your earlier subscription of Maxis Home Fibre 5Gbps Plan (including Maxis MaxWiFi subscription, devices and rebates) shall continue without change.
    3.  Upgrade from Maxis Home Fibre 3Gbps Plan to Maxis Home Fibre 5Gbps Plan
       1. the existing Commitment Period under the earlier subscription of Maxis Home Fibre 3Gbps Plan may continue without change, unless otherwise determined by Maxis;
       2. any applicable complimentary services or benefits under your earlier subscription of Maxis Home Fibre 3Gbps Plan (including Maxis MaxWiFi subscription, devices and rebates) shall continue without change; and
       3. any additional applicable complimentary devices or services under the new subscription of Maxis Home Fibre 5Gbps Plan (including Maxis MaxWiFi subscription, devices and rebates) may be provided in accordance with Maxis’ prevailing policies.

17. A deposit of RM300 shall be applicable for non-Malaysians subscribing to the Service. 
18. Non-payment of any one of the Service package / plans may result in suspension or barring of all or a part of the Service until the outstanding amount is paid.

19. You consent for us and/or our agents gaining access to your Premises, with prior notice to you, to place a router, dongle, Digital Enhanced Cordless Telecommunication Phone (“DECT”) phone and/or modem (comprising either the Optical Network Terminal (“ONT”) or Broadband Termination Unit (“BTU”) as the case may be) (collectively referred to as “Maxis Equipment”) and install the Service. Installation will be at the Premises as per the address you provide us. We shall not be held liable for installation issues arising from errors in details of the Premises given by you. Installation of the Service will take approximately 6-7 hours and you must agree to the drilling area before we begin installation.
20. You must be present during installation or designate a person aged 18 or above to be present on your behalf for installation of the Service, failing which we will not proceed with the installation.
21. Standard installation, covers up to a cumulative total of 100 metres from the nearest fibre termination box to the access termination box (e.g. the first 85 metres (outside your home) from the nearest fibre distribution panel to the termination box and the first 15 metres (inside your home) from the termination box to the access termination box, or any variation thereof). If the length required at your Premises exceeds the said allocated amount, you will have to bear any extra charges (RM35 for every 5 meters). The installation provided is of standard specifications (over wall with clip or cable casing only). Costs for non-standard installations, such as over the ceiling, underground ducts, concealed wiring, etc. will be borne by you.
22. If you are relocating, you must provide us one (1) month prior notice of your relocation. Any relocation will subject to (i) the Service coverage area; (ii) a Service relocation fee of RM300; and (iii) the continuance of your Commitment Period, if any. We may terminate the Service with notice to you if the Service cannot be provided and/or is not available at your relocated Premises, and you may be required to pay the early termination charge as provided in Clause 14. You shall be required to bring over the Maxis Equipment (which includes accessories for equipment connected to the Fibre Wall Socket of your Premises) to your new Premises in order to continue the Service, failing which, the performance or availability of Service provided to you may be affected.
23. In the event that you are not ready for installation upon our visit to your Premises, installation of the Service will be deferred. You will resolve any issue (being the cost of the deferment) and reschedule a new installation date within 21 days from the cancelled date. Failure to re-schedule an appointment date will result in your application being terminated, and you will be charged accordingly. Maxis shall not be held liable for any further delays due to deferment.
24. Depending on the Plan you subscribe to, you may be provided with a DECT phone. In the instance you subscribe to the Plan without a free DECT phone, you will need to purchase your own DECT phone for use. In any case, you agree to accept the phone number assigned to you before we activate the Service.
25. Maxis reserves the right to charge you RM80 where Maxis installers are required to be on-site to provide non-Maxis related support and/or rectify non-Maxis related issues with regard to the installation and/or use of the Service.
26. For installation appointments:
    You must inform us three (3) days prior to the appointment date for any rescheduling or cancellation of appointment. Maxis reserves the right to charge you (i) RM200 for any late rescheduling or cancellation of appointment; and/or (ii) RM200 if you are not contactable or not at your Premises on the appointment date.
27. For restoration appointments:
    1. You must inform us at least one (1) day prior to the appointment date for any rescheduling or cancellation of appointment.
    2. Maxis reserves the right to charge you (i) RM100 for any late rescheduling or cancellation of an appointment; and/or (ii) RM100 if you are not contactable or not at your Premises on the appointment date.

28. You are responsible, at all times, for the safety of Maxis Equipment in your Premises.
29. The Maxis Equipment provided on installation has a warranty that is effective throughout the Commitment Period (“Warranty Period”). You are free to purchase your own WiFi router and other equipment for using the Service, but we shall not in any way warrant the quality of the Service from the WiFi router and other equipment of your choice.
30. For issues with Maxis Equipment or for assistance on other technical matters relating to the Service, please call 1800 82 1123 from any line, or 123 from your Maxis mobile line.
31. Any request for new and/or replacement of any Maxis Equipment (for e.g. the router) may subject to a new Commitment Period of twenty-four (24) months or thirty-six (36) months, as the case may be.

32. You are responsible, at all times, for the safety of Maxis Equipment(s) in your Premises. Upon termination of the Service, Maxis Equipment(s) must be returned in good working condition, failing which you may be charged for any loss or damage.
33. The Maxis Equipment(s) including the Mesh provided to you remains Maxis’ property.
34. Each unit of Mesh device that is not returned in good working condition (together with its power adaptor where applicable) will be charged a Non-Return device fee of RM299/unit.
35. Warranty applies to the Maxis Equipment which cover manufacturing defects within the Warranty Period. You agree that repairs, defects, and/or faults shall be subject to the applicable warranty issued by Maxis.
36. The warranty does not cover:
    1. damage, lost, stolen or defects caused by any act, omission, misuse, negligence including usage of the Maxis Equipment contrary to instructions provided by Maxis or the manufacturer (as set out in the Maxis Equipment’s user guide)
    2. serial number/IMEI removed or defaced;
    3. products that have been subject to an unauthorized removal or deactivation of the network operator-lock function; and/or 
    4. other acts beyond our reasonable control.

37. Speed of the Service is on a best efforts basis. We reserve the right to manage your speed should you exceed the stipulated data volume quota.
38. The Service is offered as a package (which includes voice (VOIP) services). Suspension, barring or termination of a particular Service from the package will cause the other Service in the package to be suspended, barred or terminated (as the case may be) as well.
39. Voice (VOIP) services will be on a pay-per-use basis unless stipulated otherwise in the respective Plan offered.
40. If you are our Maxis Fiber plan customer as at July 14, 2020, you will continue to enjoy free unlimited VOIP services until there is any upgrade/downgrade to your plan.
41. You are not entitled to downgrade/change the Unlimited VOIP add-on to VOIP service pay- per-use throughout the Commitment Period.
42. All value added services offered with relevant plans or packages will be available to you as long as you subscribe to the Service.
43. We reserve the rights to introduce and deliver new Service over a shared infrastructure. You may subscribe to such new or additional Service by way of a request to us and the relevant Service terms and conditions shall be deemed accepted by you upon your acceptance and/or usage of such new and/or additional Service. This applies to Service we may provide as a package to you.
44. If your subscription for Service is made pursuant to a promotional package or campaign, you agree that (a) all additional terms and conditions applicable to that package or campaign will apply; and (b) you may no longer be entitled to the benefit(s) under such package or campaign if you downgrade, suspend, terminate or transfer the Service / account ownership and may be subject to early termination charge as provided in this SSTC.

45. The Maxis Home Fibre plans or packages offered to and subscribed by you are dependent on the infrastructure available up to and within your Premises (whether VDSL or FTTH). Maxis can only offer fibre packages which are supported on the infrastructure currently installed up to and within your Premises.
46. WiFi speeds are highly dependent on various internal and external factors, including but not limited to building layout (thickness of walls, number of walls blocking Maxis Equipment) and signal interference in and around your Premises. Maxis Home Fibre speeds advertised are up to the WiFi router only, on a best effort basis and take into account optimum operating circumstances with little to no internal and external interference.
47. Maxis continues to strive and use its best endeavors to comply with the Mandatory Standards for Quality of Service as determined by the MCMC to ensure a smooth and worry free internet experience for you. Please reach out to us via the contact details in Clause 30 if you experience any Quality of Service issues in order for us to assist in addressing the same.
48. For any planned interruption of Service, adequate notice will be provided via a valid mobile number and/or any other mode of communication as we may deem appropriate. You are responsible to update Maxis on any changes in your contact details, and Maxis shall not be held liable in the instance you are unable to receive any notices envisaged in this clause due to your failure to update Maxis on your new contact details.
    
    For any unplanned Service(s) interruption, Maxis will endeavor to notify and update you via SMS/ call your mobile and/or any other mode of communication as we may deem appropriate as to the status of such unplanned Service(s) interruption. You are responsible to update Maxis on any changes in your contact details from time to time, and Maxis shall not be held liable in the event we are unable to contact you due to your failure to update Maxis on your new contact details.

49. To discontinue the Service, you must go to any Maxis Centre.
50. You agree that you will be liable to the early termination charge as per Clause 14 for any early termination of the Service within the Commitment Period.
51. Maxis reserves the right to charge an advance payment equivalent to the customers total current monthly charge for termination at any point of the month.
52. Maxis reserves the right to terminate your Service if you suspend the Service for a period longer than sixty (60) days. For any Service termination resulting from such suspension, any of your other service(s) and/or plan(s) (if any) that is tied with the Services may also be terminated, subject to the applicable terms and conditions for such service(s) and/or plan(s).
53. Upon receipt of a termination request from you, Maxis shall make efforts to contact you for verification purposes. If Maxis is unable to establish contact with you, the termination request shall be deemed cancelled, and your account and service shall remain active, with all applicable charges continuing to accrue in accordance with your existing plan.
54. To complete the termination process, you must return to us the router, modem (that form part of the Maxis Equipment), the power adaptor(s) (collectively as “Maxis Devices”) and/or any related Maxis Fibre devices in good working condition to any Maxis Centre within 14 days from Maxis successfully contacted you.
    1. Before you return the Maxis Devices, the termination request shall be deemed not completed, and your account and service shall remain active, with all applicable charges continuing to accrue in accordance with your existing plan.
    2. If you return the Maxis Devices but they are damaged or not in good working condition (beyond wear and tear), Maxis reserves the right to charge you a repair, replacement or any reasonable fee for each Maxis Device or such other charges as may be notified to you by Maxis from time to time.
    3. If you fail to return the Maxis Devices, you will be charged with a non-return fee of RM200 to complete the termination process.
55. You must make sure that the Maxis Devices returned by you are in a good working condition, particularly:
    1. you must ensure that all and any personal and confidential data/information has been cleared from the Maxis Devices;
    2. you must ensure the Maxis Devices are free from physical damage, except for fair or light wear and tear (for example, it does not have liquid damage, physical cracks or any intentional damage);
    3. you must ensure the Maxis Devices are returned in full set together with their accessories, along with the serial number, for any warranty claim; and
    4. you must ensure that the Maxis Devices do not have any missing, disassembled, customised, or non-original parts.
56. You agree that we have the discretion to decide whether the Maxis Devices can be accepted, accepted at an additional charge or not accepted at all by us. You agree that our decision is final and that we will not entertain any queries or appeals.
57. You shall NOT during the Contract Period:
    1. terminate your Plan;
    2. suspend your Plan;
    3. have your Plan terminated for non-payment of monthly bills; 
58.  To discontinue and/or terminate the Service, you must go to any Maxis Centre.

59. For customer who subscribe to the Maxis MaxWiFi by Maxis Maxperts plan, you will be subject further to the Service Specific Terms & Conditions – Maxis MaxWiFi by Maxis Maxperts (“Maxis MaxWiFi by Maxis Maxperts SSTC”), available at https://www.maxis.com.my/en/terms-conditions/products-services/home-add-ons/maxwifi/. Any conflict and inconsistency between this SSTC and the Maxis MaxWiFi by Maxis Maxperts SSTC, the Maxis MaxWiFi by Maxis Maxperts SSTC shall take precedence only in respect of the Maxis MaxWiFi.
60. After the expiry of Commitment Period, the Maxis MaxWiFi subscription Service shall continue automatically and will be subject to applicable charges until terminated by you in accordance with this SSTC.

61. For customer who subscribe to Maxis Home Zerolution (previously known as TV Zerolution) plan, you will be subject further to the Service Specific Terms & Conditions – Home Zerolution (“Home Zerolution SSTC”), available at https://www.maxis.com.my/en/terms-conditions/personal/broadband/home-zerolution/. Any conflict and inconsistency between this SSTC and the Home Zerolution SSTC, the Home Zerolution SSTC shall take precedence, only in respect of the Home Device, as defined in the Home Zerolution SSTC.

62. We reserve the rights at any time, without being liable to you or any third party, to interrupt, bar, suspend, restrict the Service(s) for such time as we see fit or withdraw, terminate, discontinue or disconnect the Service including if:
    1. the Service, our Network or systems are being upgraded, modified or maintained;
    2. your usage shows excessive usage or places an unusual burden on our Network;
    3. in our determination that the Service is or may be used by you for unlawful activities or for suspected fraudulent activities;
    4. is not in accordance with the Maxis Fair Usage Policy at https://www.maxis.com.my/terms-conditions/personal/general/maxis-fair-usagepolicy/; or contrary to any of the terms and conditions of this SSTC and/or the GTC;
    5. where matters beyond our reasonable control prevents us from performing and/ or continuing our obligations this SSTC, the GTC and/or the Maxis Fair Usage Policy; and/or
    6. your usage is for commercial, non-personal and/or reselling purposes.