EmpireTV Service Terms & Policies

1. Contractual Agreements

• Customers enter into programming contracts directly with DIRECTV to access their chosen channels and packages.
• Equipment leasing is facilitated through a third-party finance company, with customers signing a separate agreement for this purpose.

2. Data Storage

EmpireTV reserves the right to securely store customer data solely for the purpose of facilitating service delivery and support.

3. Support Policy

• Remote Support: Provided at no charge for the duration of the contract.
• On-Site Technical Support:
  • No charge for issues covered under warranty.
  • For customer-related damage or issues not covered under warranty, on-site support is available at a rate of $175 per hour, plus applicable travel charges.

4. Maintenance Survey Participation

• To enhance the efficiency of your project, EmpireTV will send a survey email to the designated Maintenance Contact at your facility.
• As a token of appreciation, a $50 gift card will be provided upon timely completion of the survey.

5. Billing Terms

1. Programming Billing

• Billing begins upon account activation, which typically occurs on the installation day.
• In cases where installation is delayed, billing may still commence as activation generally takes place on the morning of the scheduled installation to ensure operational efficiency.

2. Financing Agreements

• Financing agreements are finalized, and billing begins on the day equipment is ordered.

3. Failure to Pay

• Accounts with overdue balances exceeding 30 days for either programming or financing will result in service suspension until payment is made in full.

4. Cancellation Policy

• Cancellations before installation will incur all applicable shipping and handling charges, along with any distributor-imposed restocking fees.
• Once accounts are created and contracts are signed, cancellations are no longer possible.

TV Scanning Policy

EmpireTV technicians do not scan or program individual TVs during installation. This responsibility falls under facility maintenance, as they have access to all remotes and are familiar with the specific TV setups at the site.