DIRECTV Caribbean – Terms & Conditions
Thank you for choosing DIRECTV as your entertainment programming service provider.
These terms and conditions explain the Customer Agreement between DTVC and you as
a customer of DIRECTV.
Contacting DIRECTV Trinidad Ltd.
You may contact our Customer Service Centers (see “Contact Us” page on our website
for regional office locations). You can also email us at:
As used in this Agreement:
“DIRECTV, “DTVC”, “we”, “company”, “us”, or “our” means DIRECTV Caribbean; “Your”,
“your”, or “Customer” mean the DTVC subscriber;
“Applicable Fees and Charges” means the fees and charges identified below;
“Access Card” means the conditional access card inserted into the DSS® Receiver
Unit and used in the reception of programming services,
“IRD” means DSS® Receiver Unit or Integrated Receiver Decoder
“DVR” means Digital Video Recorder
“DSS® Equipment” means the equipment (e.g. a DSS® Receiver Unit/IRD, Access
Card and infrared remote control unit) that is used to receive DIRECTV® programming
services. DSS Equipment for the purposes of this contract does not include the Receiving
“Service(s)” or “service(s)” means DIRECTV programming including subscription programming,
Pay Per View services, and any other service that we provide to you.
1. Agreement to Terms and Conditions
Customer promises to pay amounts billed by DTVC for programming services and related
fees, taxes and charges. Customer’s receipt of services constitutes Customer’s acceptance
of agreement to all terms and conditions of this Agreement. DIRECTV reserves the
right to change their terms and conditions, including the Applicable Fees and Charges.
If any changes are made, we will send you a written notice describing the changes
and its effective date. However, if a change is not acceptable to you, you may cancel
your service. If you do not cancel your service, your continued receipt of any service
is considered your acceptance of that change. In addition, the individual terms
and conditions in this Agreement, whether or not modified, shall survive the cancellation
of your service.
2. Billing Procedure, Payments and Late Payment Fees:
You will receive a monthly invoice, which will include charges from a specific date
up to a closing date, according to the subscription package you choose in this Agreement.
In addition to this fee, you will be billed for any upgrade to your current package,
Pay Per View service and/or Special Event purchased. Your statement will show:
- Payments, credits, purchases and any other charges billed to your account; and
- The amount you owe DIRECTV up to that date; and
- The date the payment is due.
You can choose any of the following as your method of payment: Auto-Debit from your
checking account, savings account or credit card. Immediately after the closing
date, we will charge the credit card or bank account, which you have pre-authorized
as method of payment. The pre-authorization given in this agreement will continue
to apply if and when the credit card (submitted for Auto Debit in this Agreement)
is renewed and a new expiration date is communicated to our Customer Service Center.
Without regard to the payment method you have chosen, if, for any reason, we are
not able to process the payment before your next statement is issued, or if you
fail to timely pay any other obligation(s) of whatever kind or nature to us, DIRECTV
reserves the right to inactivate your service upon the expiration of any applicable
grace period with respect to the amount(s) due. If partial payments are made, they
will be applied to statements starting with the oldest outstanding statement. An
Administrative Late Fee of five dollars ($5.00 USD) may be assessed monthly until
the total outstanding account balance, including the Administrative Late Fees and
all other charges, are paid.
3. Services subject to payment: You promise to pay for:
- Nitial rates for activation, equipment and Installation (this quantity is not reimbursable).
- All DIRECTV services subscription and Pay Per View programming and other service
ordered by you or anyone who uses your DSS® system,
whether with or without your permission, through all periods until you
cancel the subscription and other services.
- Administrative fees (e.g. Administrative Late Fees, Reactivating Fees) and any other
fees as provided for in this Agreement or by applicable law.
- All taxes or other governmental fees, and other charges, which are imposed or may
be imposed in the future, by the local Governments in the respective countries in
which DIRECTV operates, any of their municipalities, agencies, corporations or instrumentalities.
- Monthly subscriptions, which are not refundable.
- Applicable penalty charges from special offers and promotions.
4. What To Do When There Is A Question About Your Statement:
If you have a question or need additional information about an item on your statement
or would like a duplicate of your statement sent to you by mail, you can contact
DIRECTV’s Customer Service Center by phone or in writing at the address indicated
on the “Contact Us” page of our website. DTVC is committed to responding to you
and resolving any disputes you have as promptly as we can.
Please include the following information:
- Your name and account number.
- The amount in question.
- Description of the suspected error. Explain, if you can, why you believe there is
an error and
- Please include any suggestions you may have for solving the problem. If you need
more information about an item, describe the item and what information you need.
You must contact us within fifteen (15) days of
the date you receive the statement on which the error or problem appeared. DTVC
must receive payment of the undisputed amount of the programming fee, and will notify
you within 60 days of the validity or not of the disputed statement. If there is
an error or an excess charge in your statement, we will credit you an amount equal
to the disputed amount on the statement issued immediately after expiration of the
latter 60-day period stated herein. If DTVC determines your claim has no grounds,
based on the records held by DTVC (whose records and opinion as provider are binding
in determining appropriateness of charge), no refund will be made and you will have
the right to settle matters at the appropriate entity.
5. Closing Your Account:
You may inactivate or modify services you receive, or cancel your account, by notifying,
in writing, DIRECTV’s Customer Service Center. Your notice
becomes effective on the 1st of the month immediately following our receipt of your
written notice requesting the cancellation of the DIRECTV service. If
you cancel your account, you are still responsible for payment of all outstanding
balances accrued through the date of cancellation. DTVC will credit your final statement
for any amount prepaid and deposits, with the exception of non-refundable payments.
If you do not pay in full the amount due on your final statement, any outstanding
balances will continue to accrue Administrative Late Fees and other charges as permitted
by law and will be subject to the terms and conditions of this Agreement. A new
customer agreement will not be entered with a customer that has any outstanding
balance with DTVC.
6. Fees and Charges:
You understand and agree that DTVC does not extend credit to customers and that
any charges or fees assessed for late payments, returned payments, and reactivating
are not interest charges. You understand and agree that all such fees are reasonably
related to the actual expense incurred or are required to expend therefore of late
or unsatisfied payment. In the case of late payment or non-payment for any of the
programming services ordered by you or any of the charges stated below, you understand
and agree that DTVC may report such late payment or non-payment
to appropriate credit reporting agencies.
In addition to the amounts due for DTVC programming service, you agree to pay the
charges listed below.
DSS Receiver Unit Replacement Fee: If you report
to DTVC Customer Service Department that the DSS® Receiver Unit under warranty
is defective and our evaluation of the DSS® Receiver Unit (if available) does
not reveal unauthorized tampering or; modification, then DTVC agrees to replace
the DSS® Receiver Unit upon your request. If your purchase equipment is not
under warranty, then you will be responsible for any charges incurred by DTVC to
repair or replace your equipment. If the DSS® Receiver Unit rented by you is
lost, stolen or subject to unauthorized tampering or modification or damage not
related to defect in manufacture in the DSS® equipment, the malfunction will
be the responsibility of the customer at such cost as DIRECTV may determine at the
time of replacement of the DSS® Receiver.
Access Card Replacement Fee: If you report to
DTVC Customer Service Department that the Access Card which is inserted in your
DSS® Receiver Unit is defective or stolen, and our evaluation of the Access
Card does not reveal unauthorized tampering or modification, then DTVC agrees to
replace the Access Card upon your request. You may be charged an Access Card Replacement
Fee at such cost at the time of replacement of the Access Card. If you return your
old Access Card to DTVC Customer Service Center, you may receive partial credit
to your account. If you request special delivery of the replacement Access Card,
you must pay the cost incurred by us for shipping the Access Card plus a handling
fee. Access Cards are non-transferable.
Administrative Late Fee: If DTVC does not receive
your payment before your next statement is issued, you may be charged an Administrative
Late Fee. This fee may be $2.00 USD or at such cost as DTVC may determine at that
Deposit: If your service is disconnected because
you did not submit payment on time or for any other reason, in addition to payment
of past due amount, DTVC may require a deposit before reactivating your programming
service. Amounts deposited by you will appear on your statement as credits and programming
service charge and other fees will be deducted each billing cycle from the deposit
amount. Deposits shall not earn or accrue interest.
Pay Per View Order: The most convenient method
of ordering Pay Per View programming is to use the on-screen Electronic Program
Guide (EPG) and DSS® remote control unit to select the movies and other events
we offer. To use this method, your DSS® Receiver Unit must be continuously
connected to a telephone outlet. If you choose, you can order a Pay Per View movie
or event over the telephone by calling DTVC Customer Service.
Reactivating Fee: If your DTVC programming service
is disconnected because of your failure to pay any past due amount (see Section
2 above) and you want to reactivate the service, you may be charged a Reactivating
Fee, in addition to bringing your account up to date by payment in full of any outstanding
balances, fees and charges and timely paying any other past due obligation(s) whether
or not such obligation(s) result from this Agreement or DTVC provision of programming
services to you. If your programming service is inactivated upon your request, and
you want to reactivate the service, we may charge you and you agree to pay a Reactivating
Fee at such cost as DTVC may determine at the time of reactivation of the service.
Returned Payment Fee: If the bank or other financial
institution, on which your payment is drawn or charged, refuses to pay DTVC, you
agree to pay a Returned Payment Fee, which will not exceed $15.00 USD.
7. Changes in Programming Fees and Service:
DTVC reserves the right to change the programming packages, programming services,
or other services we offer, and our prices or fees at any time. We may also rearrange,
delete, add to, or otherwise change the service provided on all programming packages.
For any changes to the programming packages, prices or fees that are within our
control, we will notify you of the change and its effective date. In most cases,
where the change is not acceptable to you, you may cancel your programming service
completely or in part. If you do not cancel your service, your continued receipt
of any DTVC programming service after the effective date of the change will be deemed
to be your acceptance of that change, and you will continue to be responsible for
8. Collection of Amounts Owed to DIRECTV:
If your account is 60 days past due and DTVC chooses to use any collection agency
or attorney to collect money that you owe us or to assert any other right which
DTVC may have against you, you agree to pay the reasonable costs of collection or
other action including, but not limited to, the costs of a collection agency, attorney’s
fees, and court costs as provided by applicable law.
9. Service Renewal:
DTVC programming services that you subscribe to on a periodic basis (i.e. payments
are made either monthly or annually) may be renewed automatically unless you write
DTVC Customer Service Center to cancel the services. (See section 5)
10. Provision of Service:
Subscriber acknowledges that there may be interruptions of service due to reasons,
which are out of DTVC’s control. We are not responsible for any of those interruptions
of service beyond our control, including, without limitation, acts of God, weather
conditions, power failure, or any other causes. Subscriber acknowledges that he
is not in privity with any programme service provider and has no direct contractual
rights against any provider.
11. Subscriber’s Responsibility As To Equipment And Programme Content:
Subscriber is responsible for any incidental and/or consequential damages related
to the rented DSS® equipment. In addition, it is your responsibility to impose
any restrictions on viewing by other members of your household, or their invitees,
and DTVC shall have no liability to anyone due to or based on the content of any
of the programming or other services provided by us.
12. DSS® Access Cards:
Rented DSS® Access Cards are the property of DTVC and tampering or other unauthorized
modification to the Access Card may result in and or be subject to legal action.
13. Liability For Unauthorized Use:
If your DSS® equipment is stolen or otherwise removed from your premises without
your authorization, you must notify DTVC Customer Service Center, but in any event
not more than three (3) days after such removal, or else you may be liable for payment
to DTVC for unauthorized use for your DSS® system. You will not be liable for
unauthorized use after we have received your notification.
14. Private Viewing:
DTVC provides programming and other services to you for your private use, enjoyment
and home viewing. You agree that the programming will not be viewed in areas open
to the public. The programming services may not be rebroadcast, transmitted or performed,
nor may admission be charged for its viewing.
15. Programming Availability – Blackouts:
All programming services transmitted by DTVC, including some Subscription services,
sport events and/or the broadcast network services, may be blacked out in your local
reception area. If you circumvent or attempt to circumvent any of these black-outs,
you may be subject to legal action by DTVC or the owners of such intellectual properties.
16. Change of Name, Address Or Telephone Number:
You agree to give us prompt notice of your change of name, mailing address, residence
or telephone number. You may do this by notifying DTVC Customer Service Supervisor
by telephone or in writing.
17. Assignment of Account:
In the event that your account is past due DTVC may sell, assign or transfer your
account to a third party without notice to you. In the absence of a notice of such
sale or transfer, you must continue to make all required payments to DTVC in accordance
with your billing statement.
18. No Transfer of DSS® Equipment / DTVC Programming Service:
Under no circumstances may you sell, lease or otherwise transfer the possession
of the rented DSS® Equipment that has been assigned to your address. If you
do, DTVC may inactivate your service. Subscriber/customer agrees not to relocate
the receiving and smart card equipment without prior notification or to use it in
any location apart from the one authorized. Subscribers are obligated to inform
DTVC in writing of any desire to relocate the DIRECTV system from its original location
as indicated on the subscriber agreement. This will include any transfer of the
equipment to the name or residence of a third party. You must fill out the proper
documentation of the change of owner and address. This documentation must be submitted
to the Customer Service Supervisor at the DTVC Customer Service Center. The new
owner will be responsible for removal and reinstallation charges of the equipment
and any other cost incurred by DTVC to re-establish the programming service.
19. Applicable Law:
The terms and conditions in this Agreement include all matters relating to their
validity, construction, performance and enforcement and shall be governed by applicable
laws in the respective countries in which DIRECTV operates. These terms and conditions
are subject to amendment, modification or termination if required by such regulations
If any provision in this Agreement is declared to be illegal or in conflict with
any law or regulation, that provision may be deleted or modified, without affecting
the validity of the other provisions.
Notices to you shall be deemed given, four (4) days after it is deposited in the
mail and addressed to you at your last known address or hand-delivered to you or
your place of residence. We reserve the right to provide notice to you electronically
or by telephone and such notice shall be deemed given, when left with you. Your
notice to us shall be deemed given, when received by us.
22. Programming Required Telephone Connection:
DTVC requires that the DSS® Receiver Unit(s) be directly and continuously connected
to a telephone line as a condition of its provision of certain services to you.
If the DSS® Receiver Unit(s) are not so connected, or if the unit(s) is/are
connected to a telephone line other than that which you have identified, or if the
telephone line is not performing in accordance with DTVC’s requirements, DTVC may
in its discretion, inactivate such service. If such services are inactivated you
are still responsible for payment of all outstanding balances for such services
accrued up to the date of inactivation. Information regarding the programming services
that you have ordered is transmitted via the telephone line.
In case of additional decoders that are not directly and continuously connected
by a telephone line, DTVC will charge the same programming charges for each additional
decoder as for the principal unit.
23. Minimum Level of Service:
As a condition of its provision of certain programming services to you including,
without limitation, Pay Per View and a la carte programming DTVC will require that
you purchase and maintain a minimum level of programming.
24. I acknowledge, understand and accept that the antenna
to be installed in my complex or multiple dwelling unit as a device to receive DIRECTV
programming is subject to approval by the Administration, Board of Directors, or
responsible entity with similar functions within my condominium, walk-up complex
or multiple dwelling unit. Therefore I acknowledge, understand and accept that if
the reception of programming is not possible in my home due to viability of costs
or simply because it was not authorized by the entity with authority to do so in
my complex or for any other reason beyond DIRECTV’s control, I will have to accept
my money back (excluding consumed programming and installation charges) without
taking legal action against DIRECTV.
I acknowledge, understand and accept that the DIRECTV antenna installed in my condominium,
walk-up or multiple dwelling unit is common property and not my own personal property,
and that the antenna will be used by other residents in my complex as well. I understand
and accept that all payments submitted to DIRECTV are for the right of use of the
antenna as a device to receive DIRECTV programming. Further, I understand and accept
that even if I am the first subscriber in my complex, condominium, walk-up or multiple
dwelling unit, I have no right over the antenna and have the right of use only while
I live at the complex or multiple dwelling unit.
Moreover, I understand that if I decide to move, I will not have the right to take
the DIRECTV antenna to my new residential address and that when I move to my new
residential address, DIRECTV will provide me with an antenna, at no cost. Although,
there will be moving, relocation and/or re-installation charges. All installations
will be subject to viability of permits in my new residential address as well.