FAQ on Residual Fee

1. Can I temporarily suspend my subscription if my business needs to close temporarily or for renovation?

Yes, you may request to suspend AstroBIZ Services; however, there will a chargeable administrative fee to reconnect your service. Your Minimum Subscription Period as stated in the Application Form will be revised to cover the suspended timeframe.

[1] “Suspension” above refers to suspension ofAstroBIZ Services due to (1) Customer’s non-payment or late payment to AstroBIZ services;or (2) Customer’s voluntary requestto suspend AstroBIZServices for a specific period;or (3) any other suspension caused by Customer’s own act, negligence or omission exceptthe interruption in the transmissions from AstroBIZ or its relevantthird parties.

Note: “Number of Suspension” refers to the number oftimes the suspensions that have occurredin the account’s subscription lifetime. Payment of reconnection fee will notresolve all prior suspension recordsas clean slate. All reconnection fees after the subsequent number of suspensionsare computed as T+1.

2. What's the cancellation fee for terminating AstroBIZ Services prior to the expiry of Minimum Subscription Period?

If you wish to terminate your subscription before the Minimum Subscription Period, cancellation fee will apply. The cancellation fee shall be calculated as [Remaining Months of Contract Period x Monthly Subscription Fees + Any Rewards derived from Special Campaigns or Promotions]. You must also settle any outstanding bill prior to termination.

Please call our customer support at 03-95447566 for the accurate calculation of your cancellation fees. The final cancellation fee will be billed to your account. Failure to pay the cancellation fees may adversely impact your credit score.

Note: Reward values derived from Special Campaigns or Promotions here refers to any rewards in the form of (1) monetary rebates to date of contract termination; and/or (2) marketing freebies or devices fulfilled by AstroBIZ or its relevant third parties and/or (3) other services or materials given to you not covered in AstroBIZ’s Services upon your subscription to AstroBIZ related services.

3. Are there any installation fees for Commercial Establishment customers?

Currently, the charges for Standard Installation are waived for Commercial Establishment customers. The costs for non-standard installation are not covered by Astro and may be incurred based on installation complexity or customer requests, that may be subject to further consultation with the authorized Astro installer.

4. How much do Hospitality Establishment installation fees cost?

The cost of installation for Hospitality Establishment may vary from case to case, depending on complexity. Please reach out to our customer support for detailed pricing information tailored to your specific needs.

5. Is there any service fee for the logistics cost of a technician’s visit when the technician attends to my fault complaint?

The service fee of RM 40 is currently waived for the logistics cost of a technician’s visit to the Customer’s Premises for any periodic maintenance and/or to change, repair, replace, retrieve the Reception Equipment.

6. What should I do if my Smart Card in the decoder is damaged or lost?

If your Smart Card is lost or damaged, you may obtain a replacement from Astro by paying the replacement fee of RM50. Astro may, at its sole discretion waive or revise such a replacement fee. Please call us immediately on 03-95447566 for troubleshooting and technician visits.

7. How long is the warranty period for the decoders and related equipment/accessories?

The Astro Box comes with a 12-months manufacturer hardware warranty.

The warranty does not apply to any breakage or defect resulting from accidents, disassembly, misuse, or any unauthorized modifications or alterations due to an act or omission by Customer.

This warranty will be null and void in the event that at any time during the warranty period, any part or parts of the box is or are removed, altered, tampered with, adjusted, modified, dismantled, repaired or handled in any way whatsoever by any person or persons not authorized by Astro.

Astro's liability under this warranty is limited to replacing defective STB (Set-Up Box) and RCU(Remote Control Unit) only. Astro shall not be in any way liable for any consequential, incidental or indirect damages whatsoever arising from or in connection with the use, inability to use or performance of the Astro Box, including without limitation to loss of profits, loss of business or damage of other property due to the malfunction of the Astro Box.

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