Terms of Use

The rules for using the MAXTV app and customer portal.

Last updated 8 September 2026

By using the MAXTV app or the customer portal you accept these terms. They govern use of the app; the internet and television service itself is governed by your subscription contract with MAXTV.

1. Who these apply to

The app is a tool for existing MAXTV customers and for people who want to become one. To open an account you must be at least 18 years old and have a working phone number in Kosovo.

Browsing packages, checking coverage, the speed test and contact details are public. Cases, purchasing and the account section require signing in.

2. Your account and signing in

Your identity is your phone number. One number is always one account — written as 044…, +383 44… or 00383 44…, it is the same person.
You sign in with a one-time code sent by SMS, and thereafter with the password you set.
The code and the password are yours. Do not give them to anyone, including anyone claiming to work for MAXTV — we never ask you for the code.
You are responsible for what is done from your account. If you suspect someone else has access, change your password and tell us immediately.
If you lose access to your number, contact us — changing the number on an account requires identity verification.

3. Subscriptions, prices and invoices

Prices are shown in euro and include VAT. VAT is broken out on the invoice for transparency, but it is not added on top of the price you saw.
A yearly subscription is billed for 12 months and includes the free promotional month advertised at the time of purchase.
An invoice covers one service period and carries a fixed due date.
You can download invoices as PDF from the account section.
Installation, equipment and special call-outs may be billed separately according to the price list in force.

4. Non-payment and suspension of service

This is the most important part of this document, so it is written plainly:

If an invoice is still unpaid after its due date, service is suspended automatically that day. There is no grace period.
As soon as the debt is settled in full, service is restored automatically.
If you have more than one unpaid invoice, paying one of them does not restore service. Restoration happens when no overdue invoice remains.
We notify you three days before the due date, on the due date itself, and when service is suspended or restored.

Suspension does not terminate the contract and does not stop charges accruing. Permanent termination for prolonged non-payment follows your subscription contract.

5. Payments

Card payments are processed by ProcardPay (Paysera Kosovo). You enter your card details directly with them; we neither see nor store them.
A payment counts as made when the processor confirms it to us. An on-screen confirmation before that only means the transaction was started.
If you choose to save a card, only a processor token and a card label are stored. You can delete the card at any time from the account section.
Payments in our office, by bank transfer or at payment points remain equally valid; recording them against your account may take up to one business day.

6. Automatic renewal

Automatic renewal is off by default. You switch it on yourself.
It can only be switched on while you have a saved card. Deleting your last card switches it off automatically.
While it is on, the renewal invoice is paid from your saved card without you doing anything.
Each invoice gets exactly one automatic attempt. If it fails we notify you and the invoice remains for you to pay by hand.
You can switch it off at any time in the subscription section.

7. Changing your package

Moving to a higher package takes effect immediately. A prorated invoice is issued for the remaining days of the current period only.
Moving to a lower package takes effect at your next renewal, not immediately — you have already paid for the current period at the higher rate and you keep it to the end.
Packages cannot be changed while service is suspended for non-payment. The debt is settled first.
Packages withdrawn from sale cannot be selected again, even if you previously held one.

9. Cases and support

Every case opened in the app gets a number and a timeline you can follow.
Attach photos only where they help solve the problem. Do not upload identity documents, card details, or photographs of other people without their consent.
Response times depend on the type of fault and on access to the site. For faults affecting a whole area, the outage notice replaces an individual reply.
Technical cases are coordinated through our internal dispatch board, as explained in the Privacy Policy.

10. Acceptable use

In using the app, you agree not to:

attempt to access someone else’s account or parts of the system that are not yours;
automate requests at a volume that threatens the availability of the service for others;
copy, decompile or modify the app, except where the law expressly permits it;
upload unlawful or abusive content, or content that infringes the rights of others;
use the app to redistribute MAXTV television content outside the terms of your licence.

Serious breach of these rules may result in your access to the app being restricted, without affecting your contractual obligations.

We aim to keep the app continuously available but do not guarantee uninterrupted operation. Planned maintenance, network outages, failures at our providers and events beyond our control may make it temporarily unreachable.

The app requires an internet connection. Mobile data charges are a matter between you and your mobile operator.

12. Intellectual property

The app, the MAXTV name, the logo, the design and the content are owned by or licensed to MAXTV. You are granted a personal, non-exclusive, revocable licence to use the app for private purposes for as long as you comply with these terms. No other rights are granted.

13. Liability

Our liability for the internet and television service is governed by your subscription contract and by applicable consumer protection law.

For the app itself, we are not liable for indirect or consequential loss arising from its temporary unavailability. Nothing in these terms excludes our liability where the law does not permit exclusion — including intent, gross negligence, or injury to life and health.

14. Closing your account

You may request deletion of your account at any time, following the procedure on the “Account deletion” page.

15. App store terms

Where you download the app from the App Store or Google Play, the following also applies:

This agreement is between you and MAXTV only, not between you and Apple or Google.
Apple and Google have no obligation to furnish any maintenance or support for the app. Direct any problem to MAXTV.
If the app fails to conform to any applicable warranty, you may notify Apple, and Apple may refund the purchase price, if any. Beyond that, Apple has no other warranty obligation.
Apple and Google are not responsible for third-party claims, including intellectual property infringement claims, relating to the app.
Apple and its subsidiaries are third-party beneficiaries of these terms and have the right to enforce them against you.
You represent that you are not located in a country subject to applicable embargo and that you are not on any relevant prohibited-party list.

16. Changes to these terms

We may update these terms. The date at the top shows the version in force. For material changes we notify you in the app or by email before they take effect. Continued use after notice means you accept them.

17. Governing law and jurisdiction

These terms are governed by the law of the Republic of Kosovo. The courts of the Republic of Kosovo have jurisdiction over any dispute, without prejudice to your rights as a consumer to complain to ARKEP, to the IMC, or to the competent consumer protection body.

18. Contact

MAXTV, Rr. Ilaz Kodra Nr. 134, Skenderaj, Republic of Kosovo · info@maxtv-ks.net · +383 44 991 992