Terms & Conditions

Service Specific Terms & Conditions (“SSTC”) – Max WiFi by Maxperts

Version [19th December 2022]

    1. The Service:Max WiFi by Maxperts.
    2. You: Person(s) signing up for the Service.
    3. The use of the Service is subject to the General Terms & Conditions ("GTC"), this Service Specific Terms & Conditions ("SSTC"), Maxis Fair Usage Policy and any other applicable terms and conditions, all at www.maxis.com.my/FUP and www.maxis.com.my/tnc/personal.
    4. Capitalised terms herein have the same meaning as defined in the GTC.
    5. Any conflict or inconsistency between this SSTC, the GTC and Summary Terms and Conditions ("STC"), shall be construed in the following order of precedence: (a) SSTC; (b) GTC; and (c) STC.
    6. We reserve the rights without liability, to revise this SSTC, Service and our pricing. Where reasonably practicable, we will give you reasonable advance notice of such changes and all previous versions of our user guides or leaflets will be superseded. You accept you are responsible for regularly reviewing information on the Service at www.maxis.com.my/tnc/personal), including changes to the Agreement. Your continued use of the Service (after the Effective Date of any revision/change to the terms and conditions of Agreement and Service shall constitute unconditional acceptance by you of such revisions/changes and you shall be bound by the same. If you do not accept such revisions/changes, you are entitled to terminate the Service and/or the use of the Service by giving us notice within 28 days from the Effective Date failing which you are assumed to have accepted the changes.
    1. You must be a new or an existing Maxis Fibre plan customer or Maxis Family Fibre plan customer.
    2. You are ineligible for the Service if you have any outstanding payments with us.
    3. This Service is not applicable to you if you are a commercial user and/or bulk subscriber.
    4. Your Premises for the installation of this Service must be a residential unit.
    5. Notwithstanding the above, Maxis reserves the right to change the eligibility criteria for this Service from time to time.
    1. The Service commences on the date of successful onsite installation of the Service at your Premises (“Activation Date”) and is subject to a minimum commitment period of six (6) months from the Activation Date ("Minimum Commitment Period").
    2. You shall NOT during the Minimum Commitment Period:
      1. terminate the Service;
      2. have the Service terminated for non-payment of monthly bill; or
      3. suspend or cause the Service to be suspended;
    3. If any of the events in Clause 13 above occurs, the following early termination charge shall apply:

      Monthly charges (RM) x Remaining month(s) of the Minimum Commitment Period.

    4. After the expiry of Minimum Commitment Period, the Service shall continue automatically until you terminate the Service in accordance with this SSTC.
    1. The applicable Charges and rate table guide for the Service is as set out on our official website at https://www.maxis.com.my/broadband/maxis-fibre/. Charges displayed do not include applicable taxes.
    1. You will receive a call from us within 3 Working Days from your registration of the Service, to confirm your installation appointment date and time. You must inform us at least 2 Working Days prior to the appointment date for any rescheduling or cancellation of the installation. We reserve the rights to charge you RM200 for any late rescheduling or cancellation request.
    2. You consent for us and/or our agents gaining access to your Premises, with prior notice to you, to perform a signal strength walkaround test, place the “EasyMesh WiFi 6” mesh unit(s) and/or router (collectively referred to as "Maxis Equipment(s)") and install the Service. Installation will be at the Premises as per the address you provide us. We shall not be held liable for any installation issues arising from errors in details of the Premises given by you. The signal strength walkaround test, placement of Maxis Equipments and installation of the Service will take approximately 1-2 hours.
    3. You must be present during the installation or designate a person aged 18 or above to be present on your behalf for the installation of the Service, failing which we will not proceed with the installation.
    4. In the event that you are not ready for installation of the Service upon our visit to your Premises, the installation will be deferred. You will resolve any issue (including the cost of the deferment) and reschedule a new installation date within 7 Working Days from the cancelled date. Failure to re-schedule an appointment date will result in your application being terminated, and you will be charged RM200. Maxis shall not be held liable for any further delays due to deferment.
    1. 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.
    2. The Maxis Equipment(s) provided to you remains Maxis’ property.
    3. Each Maxis Equipment(s) that is not returned in good working condition (together with its power adaptor) will be charged a Non-Return device fee of RM299/unit.
    4. Warranty applies to the Maxis’ Equipment(s) which cover manufacturing defects and normal wear and tear throughout the customers subscription to the Service, so as long as the subscription of the Service remains active.
    5. The warranty does not cover:
      1. Damage, lost, stolen or defects caused by any act, omission, misuse, negligence including usage of the Maxis Equipment(s) contrary to instructions provided by Maxis or the manufacturer (as set out in the Maxis Equipments’ 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.
    1. Please note that 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(s)) and signal interference in and around your Premises.
    2. Maxis, upon performing the signal strength walkaround test, will propose to you the necessary number of Maxis Equipment(s) (with brands and models at Maxis’ discretion) and the location of each Maxis Equipments to be installed in your Premises (the “Proposal”) to fulfill the ‘Guaranteed whole house WiFi coverage’ proposition. Please note that the Proposal is to ensure that your Premises is fully covered with WiFi coverage with signal strength ranging from medium to strong. Hence, the WiFI coverage or signal strength will be affected or become weak if you decided to install or subsequently relocate any of the Maxis Equipment(s) without following the Proposal.
    3. Maxis continues to strive and use its best endeavours to ensure a smooth and worry-free WiFi experience for you. Please reach out to us if you experience any Quality of Service issues in order for us to assist in addressing the same.
    4. Provided that all the Maxis Equipment(s) is/are installed in the location(s) in the Proposal and no relocation of the Maxis Equipment(s) is done, you may opt to terminate the subscription of the Service without incurring any early termination penalty (where the termination is within the Minimum Commitment Period) if the ‘Guaranteed whole house WiFi coverage’ proposition is not met, subject to the return of all Maxis Equipment(s) in good working condition, failing which you may be charged for any loss or damage.
    1. To terminate the Service, you must go to any Maxis Centre and return all the Maxis Equipment(s) in good working condition.
    2. You agree that you will be liable to the early termination charge as per Clause 14 for any early termination of your Service within the Minimum Commitment Period.
    3. You agreed that you will be liable to the Non-Return device fee as per Clause 23, if any of the Maxis Equipment(s) is not returned in good working condition.
    4. You must make sure that any Maxis Equipment(s) returned by you is in good working condition, in particular, you must ensure that:
      1. all and any personal and confidential data/information has been cleared from the Maxis Equipment(s);
      2. the Maxis Equipment(s) is 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. the Maxis Equipment(s) is/are returned in its full set, together with the power adapter; and
      4. the Maxis Equipment(s) do/does not have any missing, disassembled, customised, or non-original parts.
    5. You agree that we have the discretion to decide whether a Maxis Equipment 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.