mavX – TERMS & CONDITIONS OF USE

 

Effective Date: 25 February 2026

 

THIS DOCUMENT IS AN ELECTRONIC RECORD in terms of the Information Technology Act, 2000 and the rules made thereunder (as amended from time to time). This electronic record is generated by a computer system and does not require any physical or digital signature.

 

These Terms and Conditions (“Terms”) constitute a legally binding agreement between Innolens Media and Broadcasting Limited, a company incorporated under the laws of India and operating as a Class A Internet Service Provider (“ISP”) under the Unified License issued by the Department of Telecommunications (“DoT”), Government of India (hereinafter referred to as the “Company”, “we”, “us” or “our”), and any person or entity accessing or using the mavX broadband services and/or the mavX mobile application (hereinafter referred to as “you”, “your”, “Subscriber” or “User”).

 

By accessing, registering for, purchasing, or using any part of the Service (including the App/website/portal), you confirm that you have read, understood, and agreed to be bound by these Terms, as updated from time to time. If you do not agree, please do not access the platform or use the Service.

 

  1. DEFINITIONS AND INTERPRETATION

 

Unless the context otherwise requires:

 

  1. “Affiliate(s)” means any entity directly or indirectly controlling, controlled by, or under common control with the Company, including subsidiaries and associate companies.
  2. “App” means the mavX mobile application and any future versions, updates, or successor applications.
  3. “CAF” (Customer Application Form) means the customer application/registration form and KYC form required under Applicable Law and Unified License conditions for availing telecom/internet services.
  4. “CPE” (Customer Premises Equipment) means any router, modem, ONU/ONT, set of cables, adapters, or any other equipment installed/provided by the Company at your premises for delivering the Service.
  5. “MSISDN” means the mobile number used for registration, verification, notifications, service alerts, and account communications.
  6. “Platform” means the App, website, customer portal, and any official digital interface made available by the Company for provisioning, managing, or supporting the Service.
  7. “Service(s)” means broadband internet connectivity, related value-added services, customer support services, digital services, payment facilities, and any other services offered by the Company from time to time.
  8. “Applicable Law” means all laws, rules, regulations, guidelines, circulars, notifications, directions and orders issued by courts/tribunals and competent authorities including but not limited to DoT and TRAI.

 

Headings are for convenience only and shall not affect interpretation.

 

  1. LEGAL STATUS, REGULATORY FRAMEWORK AND COMPLIANCE

 

  • The Subscriber expressly acknowledges that the Company operates in a regulated telecom environment and all Services are subject to:
  • Unified License conditions issued by DoT
  • Indian Telegraph Act, 1885
  • Information Technology Act, 2000
  • Digital Personal Data Protection Act, 2023
  • Applicable DoT/TRAI RFcirculars, directions, notifications and amendments

 

  • The Subscriber further acknowledges that the Company may be required to comply with lawful directions of government authorities, including directions relating to lawful interception, suspension, restriction, monitoring, blocking, and data disclosures, and that such compliance shall not constitute a deficiency or breach by the Company.

 

  1. FORMATION OF AGREEMENT AND SCOPE

 

  • A binding agreement is formed when you:
  • Successfully register/subscribe and complete CAF/KYC formalities; and
  • Electronically accept these Terms (or accept through written acceptance where applicable).

 

  • The Company may, at its discretion and subject to Applicable Law, accept or reject any request for service. Provisioning is subject to technical feasibility, network capacity and regulatory compliance.
  • These Terms shall be read along with and apply in conjunction with:
    • The Company’s Privacy Policy;
    • Refund & Cancellation Policy;
    • SLA / Service Standards (if published);
    • plan-specific terms including FUP;
    • CAF/service contract and any additional service-specific terms.

 

In case of conflict, the CAF/service contract or plan-specific terms shall prevail to the extent of conflict.

 

 

 

  1. REGISTRATION, ACCOUNT, SECURITY AND USER OBLIGATIONS
  2. To access certain features (e.g., account management, payments, service requests, tickets), registration on the Platform may be required.

 

  • You agree to provide accurate, current, and complete information. If the Company has reasonable grounds to suspect that information is untrue, inaccurate, incomplete, or not current, the Company may suspend or terminate your access and/or Services.
  • You are solely responsible for maintaining the confidentiality of your login credentials, OTPs, passwords (if any), and account access. You agree to notify the Company immediately of any unauthorized use or security breach.
  • The Company may rely on the authority of any person accessing your account using your credentials/OTP and shall not be responsible for losses arising from your failure to safeguard the same, except where required by Applicable Law.

 

  1. SUBSCRIBER VERIFICATION (KYC) AND RECORD RETENTION

 

  • Provision of Services is subject to mandatory identity and address verification under Unified License conditions and DoT directives.
  • The Company may:
    • Request identity/address proof documents and additional verification;
    • Suspend/terminate services for incomplete or unverifiable KYC;
    • Retain subscriber records as mandated by Applicable Law.
  • Submission of false, misleading, or fraudulent documentation may result in termination and reporting to relevant authorities.

 

  1. LAWFUL INTERCEPTION, MONITORING AND DISCLOSURE

 

  • In compliance with Applicable Law and Unified License conditions, the Company shall provide lawful interception and monitoring (LIM) capabilities to authorized government agencies.
  • The Company may monitor, intercept, retain, or disclose subscriber communications and/or data when legally required.
  • You agree not to use any technology (including encryption tools) in a manner that violates Applicable Law or prevents lawful interception where mandated by competent authorities.
  • This clause prohibits unlawful usage of encryption in violation of law.

 

  1. DATA PROTECTION AND PRIVACY

 

  • The Company processes personal data in accordance with the Digital Personal Data Protection Act, 2023, and other applicable laws.

 

  • The Company may collect and process personal data for:
    • Activation and delivery of Service;
    • Billing, payments, and collections;
    • Network security, fraud prevention, and misuse detection;
    • Customer support, ticketing and grievance redressal;
    • Regulatory compliance and lawful disclosures;
    • Communications about service, outages, maintenance, and updates;
    • Analytics and service improvement (where lawful).

 

  • Subject to legal limitations, you may request access, correction, or deletion of your personal data, and may withdraw consent where applicable, acknowledging that withdrawal may affect provision of Services.
  • For details, please refer to the Company’s Privacy Policy published on the Platform.

 

  1. DATA RETENTION, LOGGING AND NETWORK RECORDS

 

  • In accordance with Applicable Law and regulatory mandates, the Company may retain:
    • IP address logs;
    • Usage/session records;
    • Subscriber identification details;
    • Installation and service records;

for the duration prescribed by law/regulatory directions.

 

  • Such records may be shared with authorized agencies pursuant to lawful requests.

 

 

  1. NATIONAL SECURITY, PUBLIC SAFETY AND CONTENT RESTRICTIONS

 

  • The Company may, pursuant to lawful directions:

 

    • Block, filter, or restrict access to content strictly pursuant to lawful directions issued by competent government authorities under Applicable Law;
    • Suspend or restrict services, including in specific geographic areas, and comply with lawful emergency shutdown or service suspension orders issued by competent authorities under Applicable Law.

 

  • The Subscriber acknowledges that such restrictions may occur without prior notice and shall not constitute breach of these Terms.

 

  1. ACCEPTABLE USE, PROHIBITED ACTIVITIES AND NETWORK INTEGRITY

 

  • You shall use the Service only for lawful purposes and shall comply with Applicable Law.

 

  • You shall not:
    • Engage in unlawful, anti-national, or security-compromising activities;
    • Host/upload/distribute prohibited content;
    • Commit cybercrime, hacking, phishing, or malware distribution;
    • Interfere with network operations or lawful interception mechanisms;
    • Attempt to breach security or probe vulnerabilities;
    • Resell/redistribute the Service without authorization;
    • Cause nuisance, annoyance, or inconvenience to the Company or other users.

 

  • The Company may suspend services immediately upon detecting misuse, suspected fraud, illegal activity, or regulatory violations.

 

  1. INSTALLATION, ACTIVATION AND TECHNICAL FEASIBILITY

 

  • Installation is subject to technical feasibility, right-of-way permissions, infrastructure readiness, and service area availability.
  • The Company may schedule installation visits and may require access to your premises for installation, repair, upgrades, or retrieval of CPE.
  • If installation is found to be non-feasible after payment, refunds (if eligible) shall be processed as per the Refund Policy.

 

  1. CUSTOMER PREMISES EQUIPMENT (CPE) – OWNERSHIP AND RESPONSIBILITY

 

  • Unless explicitly sold to you in writing, CPE provided remains the property of the Company.
  • You shall:
    • Keep CPE safe and in good condition;
    • Not tamper, modify, or relocate CPE without authorization;
    • Return CPE upon disconnection/termination.

 

  • Charges may be levied for loss, theft, damage, or non-return of CPE, as per prevailing rates/policy.

 

  1. PLANS, BILLING, PAYMENTS AND TAXES

 

  • Services may be prepaid or postpaid based on plan.
  • You agree to pay applicable charges, taxes, levies, and fees within due dates. Failure may lead to suspension/termination.
  • The Company may revise plan pricing, taxes, or charges in accordance with Applicable Law and published policies.
  • Billing records maintained by the Company shall be treated as prima facie evidence unless proven otherwise.

 

  1. REFUNDS, CANCELLATIONS AND ADJUSTMENTS

 

  • Refunds and cancellations shall be governed by the Refund Policy and plan-specific terms.
  • By way of general principle:

    • Installation failure due to non-feasibility may be eligible for refund;
    • Early cancellation of advance/prepaid plans may not be eligible for refund except refundable deposits (if any), unless required by law;
    • Refunds are processed through original payment method or bank transfer within timelines stated in the Refund Policy.

 

  • Service credits/adjustments (if any) may be applied against future bills rather than cash refunds unless otherwise stated.

 

 

  1. FAIR USAGE POLICY (FUP) AND “UNLIMITED” PLANS

 

  • Plans marketed as “unlimited” may be subject to fair usage limits.
  • Upon crossing the FUP threshold, the Company may reduce speed, regulate usage, or apply reasonable network management practices, as disclosed in plan terms.
  • FUP details shall be communicated in plan brochures, invoices, or on the Platform.
  1. SERVICE AVAILABILITY, PERFORMANCE AND NO WARRANTY

 

  • Service performance depends on network capacity, infrastructure, device capability, location, congestion, and external disruptions.
  • The Company shall make reasonable efforts to provide continuous service but does not guarantee uninterrupted, error-free, or always-available service.
  • The Service and Platform are provided on an “AS IS” and “AS AVAILABLE” To the extent permitted by law, the Company disclaims warranties of merchantability, fitness for a particular purpose, and non-infringement.
  1. MAINTENANCE AND SERVICE REQUESTS

 

  • The Company may carry out scheduled or emergency maintenance. Where feasible, the Company will provide reasonable notice.
  • You agree to provide reasonable access to premises/equipment for troubleshooting and repairs.
  • Customer support is available through published channels; resolution timelines may vary based on severity and feasibility.
  1. FORCE MAJEURE

 

  1. The Company shall not be liable for failure or delay due to events beyond its reasonable control including:

Natural disasters, governmental actions, regulatory restrictions, war, riots, civil unrest, cable cuts, power failures, third-party infrastructure failures, or other force majeure events.

 

 

 

  1. SUSPENSION AND TERMINATION

 

  • The Company may suspend/terminate services without notice where required by law, government directive, fraud/misuse, security threat, or KYC deficiency.
  • In cases of non-payment or other breaches (where feasible), the Company may provide reasonable notice before suspension/termination.
  • Termination does not waive outstanding dues, and you remain liable to pay amounts incurred up to termination and applicable charges for equipment non-return/damage.

 

  1. LIMITATION OF LIABILITY

 

  • To the maximum extent permitted by law, the Company shall not be liable for indirect, incidental, punitive, special, or consequential damages (including loss of business, profits, goodwill, or data).
  • The Company’s aggregate liability, if any, shall not exceed the charges paid by you for the preceding three (3) months.
  • Nothing limits liability where such limitation is prohibited by law, including liability for gross negligence or willful misconduct where applicable.

 

  1. INDEMNITY

 

  1. You agree to indemnify and hold harmless the Company, its affiliates, directors, officers, employees, agents and licensors from any claims, penalties, damages, losses, costs and expenses (including reasonable legal fees) arising out of:

  • Our breach of these Terms;
  • Violation of Applicable Law;
  • Misuse of Service;
  • Infringement of third-party rights.

 

These obligations survive termination.

 

  1. PLATFORM/APP FEATURES, THIRD-PARTY LINKS AND CONTENT

 

  • The Platform may include links to third-party websites/services. The Company does not control such third parties and does not endorse their content/services.
  • Any access to third-party services is at your own risk and subject to their terms.
  • The Company is not responsible for third-party content, advertisements, offers, or services displayed/linked through the Platform.

 

  1. APP USAGE, PERMISSIONS AND SECURITY

 

  1. The App may request permissions (e.g., device information, SMS/notifications for OTP, storage access for downloads, etc.) which are used for service delivery, security, and user experience.
  2. You are responsible for keeping your device secure and not sharing OTPs or credentials. The Company shall not be liable for unauthorized access due to your negligence.

 

  1. DIGITAL PAYMENTS AND PAYMENT GATEWAYS

 

  • Payments on the Platform may be processed via authorized third-party payment gateways/banks.
  • The Company is not responsible for failures or delays attributable to banks/payment gateways.
  • Once successfully processed, transactions may not be reversible except as provided in the Refund Policy and gateway rules.

 

  1. MODIFICATION, SUSPENSION OF PLATFORM AND UPDATES TO TERMS

 

  • The Company may suspend, vary, modify, supplement, or withdraw any part of the Platform/Service due to business exigencies, technical reasons, security, or Applicable Law.
  • The Company may amend these Terms at any time by publishing updated Terms on the Platform. Updated Terms shall be effective upon publication unless otherwise stated.
  • You are advised to review Terms periodically. If you do not accept revised Terms, you must discontinue use. Continued use constitutes acceptance.
  • These Terms together with CAF and applicable policies constitute the complete agreement between you and the Company.
  • Failure to enforce a provision shall not constitute waiver.
  • If any provision is held invalid/unlawful, remaining provisions remain enforceable.
  • The Company may assign its rights/obligations to an affiliate/successor. You may not assign your rights/obligations without our prior written consent.

 

  1. GRIEVANCE REDRESSAL MECHANISM

 

  1. Scope - If you have any complaint or concern regarding:
  • Content on the Platform;
  • Abuse/misuse of the Service;
  • Breach of these Terms;
  • Infringement of your rights; or you may contact the Grievance Officer.

 

  • How to submit a complaint - Your complaint should include:

  • Identification of the content/activity complained of (URL, screenshot, timestamp, account details);
  • Your contact details (name, email, phone, address);
  • A statement explaining the grievance and how it violates law/rights;
  • Supporting documents (ownership proof, authorization, etc., where relevant);
  • Declaration that information provided is true, complete and accurate and that no material facts have been concealed.

 

  • Acknowledgement and resolution

 

  • The Company shall acknowledge complaints and endeavor to resolve them within t imelines prescribed by Applicable Law.

 

  • Grievance Officer

Name : 

Email : grievance@innolensmedia.com

 

  1. CONTACT INFORMATION

 

Innolens Media and Broadcasting Limited
Customer Support: +91 (422) 3101313
Email: support@innolensmedia.com

Registered Office:
C.P Aura, No. 9/3, 3rd Floor, SRP Nagar, Saibaba Colony,
Coimbatore – 641011, Tamil Nadu, India

 

  1. DISPUTE RESOLUTION

 

  1. Disputes shall first be attempted to be resolved amicably.
  2. Unresolved disputes shall be referred to arbitration under the Arbitration and Conciliation Act, 1996.

 

Seat: Coimbatore, Tamil Nadu
         Language: English

 

Courts at Coimbatore shall have jurisdiction subject to arbitration.

 

  1. GOVERNING LAW

 

These Terms are governed by the laws of India and applicable telecom regulations.