7.  You must be a new or an existing Maxis Fibre plan customer or Maxis Family Fibre plan customer.
8. You are ineligible for the Service if you have any outstanding payments with us.
9. This Service is not applicable to you if you are a commercial user and/or bulk subscriber.
10. Your Premises for the installation of this Service must be a residential unit.
11. Notwithstanding the above, Maxis reserves the right to change the eligibility criteria for this Service from time to time.

12.  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").
13. 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;
14. If any of the events in Clause 13 above occurs, the following early termination charge shall apply:
    

    
    Monthly charges (RM) (on Max WiFi – Basic Subscription only) x Remaining month(s) of the Minimum Commitment Period.

    Note: If you are on Premium Plan, you will only be charged the early termination charge on the Max WiFi – Basic Subscription (within your Premium Plan), excluding the Max WiFi Premium Add-On.

15.  After the expiry of Minimum Commitment Period, the Service shall continue automatically until you terminate the Service in accordance with this SSTC.

16.  The applicable Charges and rate table guide for the Service is as set out in the attached Appendix and also published on our official website at https://www.maxis.com.my/en/broadband/maxis-fibre/max-wifi-by-maxperts/. Charges displayed do not include applicable taxes.
17. Based on the Max WiFi by Maxpert Plan which you are subscribed to, your monthly bill will reflect the following items:

18.  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.
19. 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 Equipment(s) and installation of the Service will take approximately 1-2 hours.
20. 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.
21. 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.

22.  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.
23. The Maxis Equipment(s) provided to you remains Maxis’ property.
24. 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.
25. 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.
26. 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.

27.  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.
28. 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 Equipment(s) to be installed in your Premises (the “Proposal”). You may decide which Max WiFi by Maxperts Plan to signed up based on the proposed number of Maxis Equipment(s) – please refer to the following table for more information:

29.  Please note that the Proposal is to ensure that your Premises is 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 adhering to the Proposal.
30. 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.
31. For the Premium Plan, provided that all the Maxis Equipment(s) is/are installed at the location(s) in accordance with 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 charge (regardless of the termination is within the Minimum Commitment Period or otherwise) if the ‘Guaranteed  home 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).

32.  To downgrade from the Premium Plan to the Basic Plan, you are required to:
    1. If you have one (1) mesh only, you may call in or visit Maxis Centre to request a downgrade.
    2. If you have more than one (1) mesh, you must bring your additional mesh to the Maxis Centre to request a downgrade to the Basic Plan (so that you only have one (1) mesh left in your household).
33.  Once you have requested a downgrade, your monthly bill will reflect the Charges for the Basic Plan latest from the second month onwards.

34.  To terminate the Service, you must go to any Maxis Centre and return all the Maxis Equipment(s) in good working condition.
35.  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.
36. You agreed that you will be liable to the Non-Return device fee as per Clause 24, if any of the Maxis Equipment(s) is not returned in good working condition.
37. 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.
38. 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.

The applicable Charges and rate table guide for the Service if you have signed up for the Services before 22 August 2024 are as follows:

The applicable charges and rate table guide for the Service if you have signed up for the Services from 22 August 2024 are as follows: