1 Who we are
The controller of your personal data is TviMAX Inc. (“TviMAX”, “we”, “us”). You can contact us about any privacy matter at support@tvimax.com, on WhatsApp.
2 Scope of this notice
This notice applies to people who visit our website, request a free trial, buy a subscription or a reseller credit plan, become a reseller, or use our support and live chat.
It does not cover the apps, device manufacturers, payment networks or AI providers we mention below. Those organisations have their own privacy notices, which you should read.
3 Personal data we collect
We collect the details needed to set up your account, deliver the service and support you. Each category is listed below with where it comes from.
Identity and contact. Your first and last name, email address and phone number. You give these to us through the free-trial form, checkout or the contact form.
Billing and location. Your billing address and country, which you give us at checkout.
Service details. The type of device you use, the MAC address of a MAG or Formuler box, and the number of devices your plan allows. You give these through the free-trial form and checkout.
Support communications. Messages and chat transcripts, any email address you type into the chat, screenshots you upload, and support tickets. These come from the live chat and the contact form.
Order and payment. Order details, your plan and credits, and cryptocurrency payment details such as the wallet address, transaction ID and amount. These come from checkout and the blockchain network. We do not accept or store card details.
Reseller information. Your panel user ID and the details you send us to add credits. You send these to us by email or WhatsApp.
Technical data. Your IP address, browser type, device information and session cookies, which come from your browser and our server.
4 How and why we use your data
We use your personal data only for the purposes below. Under Article 6 of the GDPR, each purpose has a legal basis, given in brackets.
Providing the free trial and subscriptions. Setting up a trial, creating your access and sending your login details (performance of a contract, Article 6(1)(b)).
Processing orders and payments. Checkout, confirming payment and activating credits (performance of a contract, Article 6(1)(b), and legal obligation for accounting and tax, Article 6(1)(c)).
Support and live chat. Answering questions, creating tickets and contacting you by email (performance of a contract, Article 6(1)(b), and our legitimate interest in resolving issues efficiently, Article 6(1)(f)).
Security and abuse prevention. Request limits, spam checks and fraud checks (our legitimate interest, Article 6(1)(f)).
Legal records and compliance. Keeping records that tax and accounting law requires (legal obligation, Article 6(1)(c)).
Improving our support. Reviewing support conversations so we can improve our answers and help content (our legitimate interest, Article 6(1)(f)). You can object to this at any time (see section 9).
5 AI-assisted support chat
Our live chat uses AI models provided by third parties, including Google (Gemini) and Groq, to write replies. The messages you type in the chat are sent to these providers so that a reply can be produced.
Please do not type passwords, full card numbers or other sensitive information into the chat. If you need a specialist, your conversation is passed to our team. You can also ask us to create a ticket, and we will reply to you by email.
The chat assistant gives automated replies only. It does not make decisions that have legal or similar effects on you.
6 Who we share data with
We do not sell your personal data or share it for advertising. We use the service providers below to run TviMAX, and they process data only so that they can provide those services to us:
Hosting and infrastructure keep our website and its data running.
Email delivery sends trial details, order emails and ticket confirmations.
AI model providers (Google and Groq) process chat messages to produce replies.
Blockchain networks and public block explorers record cryptocurrency transactions. These records are public by nature.
WhatsApp is used only if you choose to contact us that way.
7 International transfers
Some of our providers, such as AI model providers, hosting and email services, may process personal data outside your country, including outside the European Economic Area or the United Kingdom.
Where the GDPR requires it, we rely on appropriate safeguards for these transfers, such as the standard contractual clauses approved by the European Commission. Blockchain data is distributed across networks around the world.
8 How long we keep data
We keep personal data only for as long as it is needed for the purpose it was collected for.
Trial requests and order records are kept as long as needed to provide the service, and for the period required by tax and accounting law.
Support tickets and chat transcripts are kept until we delete them when they are no longer needed, or sooner if you ask us, unless the law requires us to keep them.
Screenshots uploaded in the chat are removed automatically one hour after upload. The chat record remains and notes that the file was removed.
Rate-limit records, which use the hashed IP address, are kept for a short time, usually one hour.
Session cookies for your cart and checkout last for your browsing session, and are then removed by your browser.
The chat session in your browser stays until you clear your browser data.
Email delivery records are kept as needed for operations and troubleshooting.
9 Your rights
Under the GDPR you have the following rights:
- Access to the personal data we hold about you;
- Rectification of inaccurate or incomplete data;
- Erasure of your data in certain cases;
- Restriction of processing in certain cases;
- Portability of data you gave us, in a commonly used format;
- Objection to processing based on our legitimate interests;
- Withdrawal of consent at any time, where we rely on consent;
- Complaint to a supervisory authority (see section 15).
10 How to exercise your rights
Email us at support@tvimax.com with the subject “Data request”, and tell us which right you want to use. We may ask for information to confirm your identity, so that we only act on requests from the right person.
We aim to reply within one month of receiving your request. For complex requests we may take up to two further months, and we will tell you if we do. We do not charge for most requests.
11 How we protect your data
We take security seriously and use measures appropriate to the risk. Access to customer data in our admin area is limited to authorised administrators.
We do not accept or store card details. Payments are made in cryptocurrency.
Our forms include checks that help stop automated abuse, and we limit how often requests can be made from the same connection.
Chat uploads are limited to image files, and they are removed automatically one hour after upload.
No online service can promise complete security. Please use a strong, unique password for your IPTV login and do not reuse it on other services.
12 Cookies and browser storage
We use an essential session cookie so that your cart and checkout work. Our live chat stores a session token in your browser so it can continue your conversation.
At the date of this notice we do not use advertising or analytics cookies. If we add any, we will update this notice and ask for your consent where the law requires it.
13 Children
Our service is intended for adults. It is not directed at children below the minimum age for consent to data processing in their country. If we learn that we have collected data from a child without the required consent, we will delete it.
14 Automated decisions
We do not make decisions that have legal or similarly significant effects on you based only on automated processing.
15 Complaints
If you are unhappy with how we handle your data, please contact us first so that we can try to resolve the issue. You also have the right to complain to the data protection supervisory authority in your country, or in the country where you live or work.
16 Changes to this notice
We may update this notice. The date at the top of this page shows when it was last changed. If we make a significant change, we will tell you on our website or by email where appropriate.