myTV SUPER

1. The "myTV SUPER Service Experience Guarantee Program" (the "Service Guarantee") is only applicable to customers who registered and installed "myTV SUPER - Optional Pack" successfully.

2.The "Service Guarantee" guarantees that subscriber shall enjoy smooth streaming of specific myTV SUPER video contents which are stored in HGC Global Communications' data center with designated myTV SUPER Box when connecting to HGC's Home Broadband Service, which means no buffering or freezing time for 10 seconds or above per hour and no more than 10 buffering time per hour.

3.Specific System Requirements for participating in the "Service Guarantee": Official Hong Kong version of myTV SUPER Box authorized by MyTV Super Limited or other systems as required by HGC Global Communications from time to time. The myTV SUPER Box is required to be connected to the designated HGC Global Communications' Modem Ethernet port directly. The original setting of myTV SUPER Box, software, applications and their settings, and hardware equipments or cable should be in place.

4.The minimum bandwidth requirement of the "Service Guarantee"is 100Mbps or above ("Minimum Bandwidth Requirement"). If subscriber moves to a new premises which cannot meet the Minimum Bandwidth Requirement, the experience of the Service may be affected and the "Service Guarantee" will not be applicable. However, subscriber is still required to pay the subscription fee for the remaining months of the Minimum Subscription Period if the fixed contract period has not expired.

5.HGC Global Communications shall not offer the Service Guarantee under circumstances listed below:

I. Subscriber does not equip with the systems that meet the Specific System Requirements as set out in Clause 3 above.
II. Subscriber does not turn off Broadband Phone or Broadband Television when connecting to the Home Broadband Service. The Broadband transmission quality shall be affected by any usage of Broadband Phone or Broadband Television. Therefore, subscriber must switch off the aforesaid devices to ensure smooth streaming of video contents.
III. Broadband service of the subscriber shall be affected by the software or applications installed by the subscriber in myTV SUPER Box or by the signal delay/ fault/other related factors in the system for the provision of my TV SUPER service, which cause the failure in achieving the guaranteed standard. IV. Periodic or emergency network maintenance or network upgrading works resulting in internet service suspension or lower transmission speed or other circumstances and situations that HGC Global Communications cannot reasonably foresee or control.
6. Criteria for declaration of not meeting the Service Guarantee (the "Declaration")
I. Being a subscriber of the "myTV SUPER - Optional Pack" or has registered the "Service Guarantee"; and
II. Having met the abovementioned Specific System Requirements.
7. Procedures for Declaration:
I. For subscriber who meets the Declaration criteria and considers that HGC Global Communications has failed to provide the guaranteed standard, please call HGC Broadband Customer Services Hotline 1223. HGC Global Communications customer service representative shall guide the subscriber to conduct a preliminary test for the network over the phone.
II. If HGC Global Communications' customer service representative identifies that the failure of HGC Global Communications in providing the guaranteed standard was caused by potential network problems, HGC will send a technician to conduct an onsite test for the subscriber.
8. Definition of "Affected day"
I. Number of days counted from the date that HGC Global Communications' customer service representative replied and confirmed the Declaration by the subscriber to the date that service resumed normal. It includes two periods of time:
a. Period waiting for maintenance (starting from the date that the Declaration was replied and confirmed to the subscriber until one day before the onsite test date); and
b. Maintenance period after onsite test (starting from the date of onsite test until the day that maintenance job completed).
II. Under circumstances listed below, when HGC Global Communications confirmed that the service failed to achieve the guaranteed standard and calculate the amount of compensation, "Period waiting for maintenance" shall be limited to a maximum of two days:
a. Subscriber does not accept HGC Global Communications' arrangement of onsite testing.
b. Onsite testing by HGC Global Communications' technician could not be arranged within two days due to restrictions of management office of the premises.
c. HGC Global Communications is unable to conduct onsite testing as scheduled due to any unforeseeable and uncontrollable circumstances.
d. HGC Global Communications' technician is unable to contact the subscriber at the time scheduled for on-site testing.
9. Testing Method and Compensation Principles
I. HGC Global Communications' technician shall visit and conduct onsite testing at subscriber's premises according to the appointed schedule. However, HGC Global Communications shall not conduct any inspection or system settings of subscriber's television.
II. Technician of HGC Global Communications shall be equipped with the CAT5-E or fiber cable and specific model of device to access to the internet through HGC Global Communications Modem Ethernet port, and show the network testing result to subscriber on the spot.
III. Based on the onsite testing result, HGC Global Communications shall determine whether its broadband service achieved the standard of the Service Guarantee and whether the procedures for compensation can be proceeded with. HGC Global Communications reserves the right of final decision. If the onsite test result indicates that HGC Global Communications has achieved the standard guarantee under the "Service Guarantee" program or if, after investigation, the problem is found to have been caused by the subscriber (such as subscriber's failure to equip with the system that meets the Specific System Requirements), HGC Global Communications shall levy an onsite inspection charge of HK$150 on the subscriber.
10.Compensation calculation
I. According to the results of onsite test, if the broadband services provided by HGC Global Communications to subscriber fail to achieve the standard of "Service Guarantee", HGC Global Communications shall compensate the subscriber with an amount equal to twice of the service fee charged for the number of "Affected day" calculated on a pro-rata basis. (Compensation amount = [(Service charge of that billing cycle/no. of day for that billing cycle) x "Affected day"] x 2).
II. Compensation amount shall not exceed the monthly service fee of that billing cycle of the account payable for the subscriber, and hence compensation will not be applicable to any month with free service fee offered by HGC Global Communications.
11. HGC Global Communications provides the "Service Guarantee" subject to its terms and conditions which may be revised from time to time without prior notice. HGC Global Communications reserves the right of final decision and all rights to revise the testing standards and compensation principle and to cancel the "Service Guarantee" program anytime.
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《myTV SUPER》Value Added Optional Pack

1. myTV SUPER service does not include installation. One-off installation charge of $200 will be charged to the first bill if onsite installation is required. myTV SUPER Customer ID and Account Password will be sent to your registered email address upon receipt of myTV SUPER device or completion of onsite installation and activation of myTV SUPER Service.
2. The myTV SUPER service includes Basic Pack, TVB Premium SVOD, Premium Basic Pack and one myTV SUPER “Multi-view Service”(Pair with myTV SUPER App or Web for use).
3. The service installation address of both the HGC Broadband Service and myTV SUPER service must be the same.
4. Minimum Subscription Period applies to myTV SUPER service. Upon the expiry of the Minimum Subscription Period, HGC Global Communications will continue to provide you with myTV SUPER service on a monthly basis at the monthly rate for the applicable plan of myTV SUPER service . At least 30 days' prior to the expiry of the Contract Period, customer is required to send a written notice to HGC Global Communications, call HGC Broadband Customer Services Hotline 1223 or visit www.hgcbroadband.com “LiveChat” online customer service for cancellation or termination of the monthly service. If the Service is terminated during the Contract Period, customer is liable to pay the remaining balance of the total contract value as an early termination penalty.
5. (i) Premium Service (i.e. TVB Premium SVOD and Premium Basic Pack) is only available to existing Basic Pack customers. Upon termination or expiry of the Basic Pack for whatever reason, Premium Service will be automatically terminated at the same time and no refund or offset of fees paid will be provided. Please check the remaining contract period of the Basic Pack before subscribing to any Premium Service.
   (ii) Upon expiry or termination of HGC Broadband Service for whatever reason, Basic Pack and Premium Service will be automatically terminated at the same time and customer can login to free zone only.
6. myTV SUPER service is only applicable to myTV SUPER box, compatible device, designated mobile operating system and designated internet browsers. Please visit http://www.mytvsuper.com/en/basic_requirement for details. Monthly rental fee for myTV SUPER Box is waived during the Minimum Subscription Period.
7. Customer can enjoy one myTV SUPER “Multi-view Service” (Pair with myTV SUPER App or Web for use) with the monthly fee waived during the Minimum Subscription Period. Customer is responsible for any data usage costs incurred in accessing myTV SUPER service via any mobile devices. Content on myTV SUPER "Multi-view Service" may differ from that on TV because of broadcast licensing issues. Each account may change device for not more than 3 times a month.
8. myTV SUPER service is provided by MyTV Super Limited subject to the terms and conditions in "myTV SUPER Terms of Service". Please visit www.mytvsuper.com for details. Upon using or installing the service, customer shall be deemed to have agreed to accept and be bounded by its terms and conditions.
9. MyTV Super Limited reserves the right to suspend, vary or terminate (all or any part of) the above myTV SUPER service or amend the relevant terms and conditions at any time without prior notice. In case of any dispute, MyTV Super Limited reserves the right of final determination.
10. MyTV Super Limited reserves the right to change or cancel any channel and/or any content at any time without prior notice. HGC Global Communications and MyTV Super Limited accepts no liability for any such change or cancellation.

11. For the purposes of providing myTV SUPER service, verifying customer's eligibility to myTV SUPER service or any other related purposes as specified in the Personal Information Collection Statement for myTV SUPER service (http://www.mytvsuper.com/tc/pics), customer agrees that the customer's salutation, name, HKID number (first 4 digit) , installation address, contact number, credit card information (if applicable) and email address used to register the HGC Broadband Service will be provided to MyTV Super Limited by HGC Global Communications.

12. Only Hong Kong residents aged 18 or above are eligible for myTV SUPER service.
13. myTV SUPER service is only available for use in Hong Kong.
14. These terms and conditions shall be governed and construed in accordance with the laws of the Hong Kong Special Administrative Region.
15. Use of myTV SUPER service requires compatible devices, Internet access, and periodic updates (fees imposed by third parties may apply). The latest version of the software is recommended and may be required to access myTV SUPER service for certain features or transactions. Customer acknowledges that they are responsible to obtain and maintain at their own expense all equipment, systems or software, and services needed to access myTV SUPER service. Customer shall bear any communication or data transmission charges incurred by accessing to myTV SUPER service and updating the software through a third party network.
16. Use of myTV SUPER service may affect customer's enjoyment and/or the operation of the broadband or wireless services provided by a third party network and HGC Global Communications and MyTV Super Limited shall not in any event be liable in respect thereof.
17. Customer's use of third parties' websites and/or applications linked to myTV SUPER service may be governed by additional or different terms and conditions. Those additional terms and conditions of such web pages and applications will apply to customers in addition to these service terms and will prevail over these service terms if there is any inconsistency regarding customer's use of those web pages and/or applications. HGC Global Communications and MyTV Super Limited assumes no responsibility for any third party websites and/or applications.
18. When customer uses myTV SUPER service with their network bandwidth service, the network bandwidth may be reduced. As their use of myTV SUPER service will require Internet connection and incur network data transmission fees, they should beware their network consumption and the network data transmission fees being charged by their network service provider and contact them for any queries.
19. Installation and use of myTV SUPER service by Apps will occupy certain storage capacity of the device. Therefore, please maintain sufficient storage capacity in the device at all times.
20. myTV SUPER Box requires HDMI connection to TV and does not support HDMI splitters.
21. If customer moves to a new premises with broadband service lower than the Minimum Bandwidth Requirement (as defined below in “myTV SUPER Service Experience Guarantee Program” on next page), the experience of the service may be affected; but customer is still required to pay the subscription fee for the remaining months of the Minimum Subscription Period of the broadband service plan if the fixed contract period has not expired. If customer relocates and requests for change of address, bandwidth, service provisioning for whatever reason, terminates the sales agreement or the service due to any other reasons, customer is required to return the broadband modem, power adaptor, myTV SUPER’s related devices (include myTV SUPER Box, remote control or power adaptor) (collectively referred to as “Devices”) to the designated location listed on HGC Global Communications's service termination form or other location designed by HGC Global Communications. In the event that (i) customer does not agree to return the Devices (ii) customer fails to return the Devices as directed by HGC Global Communications, or (iii) there is any loss or damage to the Devices for whatever reason, customer agrees to pay the amount below as a compensation for such loss or damage: broadband modem - HK$500 (Non-FTTH)/ HK$1,500 (FTTH); power adaptor HK$100; myTV SUPER Box, remote control or power adaptor - HK$580.. HGC Global Communications reserves the right to change or cancel the amount of compensation for any loss or damage to the Devices.
22. In the event of discrepancy or inconsistency between the English and Chinese versions of these terms and conditions, the English version shall apply and prevail.

1. myTV Gold Pack does not include installation. One-off installation charge of $200 will be charged to the first bill if onsite installation is required. myTV SUPER Customer ID and Account Password will be sent to your registered email address upon receipt of myTV SUPER device or completion of onsite installation and activation of myTV Gold Pack.
2. The service installation address of both the HGC Broadband Service and myTV Gold Pack must be the same. If the broadband service of the service installation address of myTV Gold Pack is lower than 100Mbps, the experience of the service may be affected and some programs may not be broadcasted due to the bandwidth requirement.
3. Upon termination of HGC Broadband Service for whatever reason, myTV Gold Pack will be automatically terminated at the same time.
4. myTV Gold Pack is part of myTV SUPER service, and is provided by MyTV Super Limited subject to these myTV Gold Pack Terms and Conditions (“myTV Gold Pack TnCs”), the "myTV SUPER Terms of Service" (www.mytvsuper.com/en/tos) which MyTV Super Limited reserves the right to modify any part from time to time. Upon using or installing the service, customer shall be deemed to have agreed to accept and be bounded by its terms and conditions. Any provisions and requirements relevant to myTV SUPER service stipulated in these myTV Gold Pack TnCs also apply to myTV Gold Pack.
5. MyTV Super Limited reserves the right to suspend, vary or terminate (all or any part of) the above myTV Gold Pack or amend the relevant terms and conditions at any time without prior notice. In case of any dispute, MyTV Super Limited reserves the right of final determination.
6. MyTV Super Limited reserves the right to change, replace or withdraw any program(s), channel(s), pack(s), and/or content(s) (whether advertised or not) at any time with or without notice that are contained in the myTV Gold Pack. HGC Global Communications and MyTV Super Limited accepts no liability for any such change, replacement or withdrawal. For details and updates of the channels(s) and/or content of myTV Gold, please visit http://www.mytvsuper.com/en.
7. myTV Gold Pack customers can additionally enjoy 2 “myTV SUPER Multi-view Service” within the minimum subscription period of the broadband service plan (“Minimum Subscription Period”). Customers can enjoy 2 concurrent viewing on myTV SUPER App or myTV SUPER Web.
   Each “myTV SUPER Multi-view Service” can switch to other compatible device or internet browser for 3 times a month at maximum. If cookie is cleared or App is deleted, you are required to log-in device again and the number of times of switching device or internet browser will be reduced accordingly. MyTV Super Limited’s record of customer switching device and the number of times of switching shall be final and without dispute.
8. If myTV Gold Pack customers use myTV SUPER App via “myTV SUPER Multi-view Service, they can enjoy waiver of Smart Download Service fee during the Minimum Subscription Period. Smart Download Service offers video download of a maximum of 30 videos each month and the viewing period of each downloaded video is 7 days, or until the relevant program off-shelf day (whichever is earlier).
9. Smart Download Service is only applicable to selected videos, and videos downloaded can be viewed in or outside Hong Kong via myTV SUPER App. Please visit https://www.mytvsuper.com/en/smartdownload for basic download requirement.
10. Content via “myTV SUPER Multi-view Service” accessible through one viewing device may not be viewed or accessible through other viewing devices, or such content on “myTV SUPER Multi-view Service” may differ from that delivered on TV due to various reasons such as limitations or restrictions from third party. HGC Global Communications and MyTV Super Limited is not liable for such inaccessibility or difference.
11. myTV SUPER Box requires HDMI connection to TV and does not support HDMI splitters. myTV SUPER App and myTV SUPER Web is applicable to designated internet browsers via PC, compatible devices and designated mobile operating systems. Please visit http://www.mytvsuper.com/en/basic_requirement for details.
12. myTV Gold Pack customers can enjoy viewing of 4K programs，4K-resolution is only available in designated programs through the use of myTV SUPER Box connected with 100Mbps broadband network and 4K TV Set.
13. TVODs are not included in myTV Gold Pack.
14. myTV SUPER service is only eligible for persons aged 18 or above and available for use in Hong Kong.

15. For the purposes of providing myTV SUPER service, verifying customer's eligibility to myTV SUPER service or any other related purposes as specified in the Personal Information Collection Statement for myTV SUPER service (http://www.mytvsuper.com/tc/pics), customer agrees that the customer's salutation, name, HKID number (first 4 digit) , installation address, contact number, credit card information (if applicable) and email address used to register the HGC Broadband Service will be provided to MyTV Super Limited by HGC Global Communications.

16. Use of myTV SUPER service requires compatible devices, Internet access, and periodic updates (fees imposed by third parties may apply). The latest version of the software is recommended and may be required to access myTV SUPER service for certain features or transactions. Customer acknowledges that they are responsible to obtain and maintain at their own expense all equipment, systems or software, and services needed to access myTV SUPER service. Customer shall bear any communication or data transmission charges incurred by accessing to myTV SUPER service and updating the software through a third party network.
17. Use of myTV SUPER service may affect customer’s enjoyment and/or the operation of the broadband or wireless services provided by a third party network and MyTV Super Limited shall not in any event be liable in respect thereof.
18. Customer’s use of third parties’ websites and/or applications linked to myTV SUPER service may be governed by additional or different terms and conditions. Those additional terms and conditions of such web pages and applications will apply to customers in addition to these service terms and will prevail over these service terms if there is any inconsistency regarding customer’s use of those web pages and/or applications. MyTV Super Limited assumes no responsibility for any third party websites and/or applications.
19. When customer uses myTV SUPER service with their network bandwidth service, the network bandwidth may be reduced. As their use of myTV SUPER service will require Internet connection and incur network data transmission fees, they should beware their network consumption and the network data transmission fees being charged by their network service provider and contact them for any queries.
20. Installation and use of myTV SUPER service by Apps will occupy certain storage capacity of the device. Therefore, please maintain sufficient storage capacity in the device at all times.
21. Customer is still required to pay the subscription fee for the remaining months of the Minimum Subscription Period if the fixed contract period has not expired. If customer relocates and requests for change of address, bandwidth, service provisioning for whatever reason, terminates the sales agreement or the service due to any other reasons, customer is required to return the broadband modem, power adaptor, myTV SUPER’s related devices (include myTV SUPER Box, remote control or power adaptor) (collectively referred to as “Devices”) to the designated location listed on HGC Global Communications’s service termination form or other location designed by HGC Global Communications. In the event that (i) customer does not agree to return the Devices (ii) customer fails to return the Devices as directed by HGC Global Communications, or (iii) there is any loss or damage to the Devices for whatever reason, customer agrees to pay the amount below as a compensation for such loss or damage: broadband modem - HK$500 (Non-FTTH)/ HK$1,500 (FTTH); power adaptor HK$100; myTV SUPER Box, remote control or power adaptor - HK$580. HGC Global Communications reserves the right to change or cancel the amount of compensation for any loss or damage to the Devices.
22. These terms and conditions shall be governed and construed in accordance with the laws of the Hong Kong Special Administrative Region.
23. In the event of discrepancy or inconsistency between the English and Chinese versions of these terms and conditions, the English version shall apply and prevail.