Terms & Conditions

1. Definitions

In these terms, 'Vortex Play', 'we', 'us' and 'our' mean Vortex Entertainment Private Limited. 'You' and 'Subscriber' mean the person who has subscribed to the service. 'Service' means the digital cable television and IPTV services offered under the Vortex Play brand. 'Set top box' or 'STB' means the device used to receive the digital cable service. 'Bouquet' means a group of channels offered together. 'NCF' means the Network Capacity Fee prescribed by TRAI.

2. Eligibility

To subscribe you must be at least 18 years of age and competent to enter into a contract under Indian law. If you subscribe on behalf of a household or organisation, you confirm that you are authorised to accept these terms on its behalf.

3. The service

Vortex Play delivers live TV through digital cable on a Vortex Play HD set top box, and as IPTV streamed over your Vortex broadband connection. The IPTV service requires an active broadband connection and no separate set top box.

4. Your account

Access is tied to your Vortex Play account. You are responsible for keeping your login credentials confidential and for all activity that takes place under your account. Notify us immediately if you suspect unauthorised use.

5. Set top box and equipment

The digital cable service is received through a Vortex Play set top box. You may obtain the set top box either by outright purchase or against a refundable security deposit.

• •Where the box is provided against a security deposit, it remains the property of Vortex Entertainment Private Limited.
• •On disconnection you must return the set top box in working condition, after which the deposit is refunded once any outstanding dues are adjusted.
• •You are responsible for the safe custody of the equipment and for any loss or damage while it is in your possession.
• •You must not open, tamper with, relocate to other premises, or allow any unauthorised person to service the set top box or its viewing card.

6. Subscription, billing and taxes

Vortex bouquet prices are billed monthly and are inclusive of GST. Every Vortex bouquet includes the TRAI Network Capacity Fee (NCF) for carriage of up to 200 channels.

• •Broadcaster bouquet and a-la-carte channel charges are the broadcasters' MRP and are added to your bill.
• •Prices may change in line with broadcaster declarations, tariff revisions or regulatory changes, and will take effect as per the applicable TRAI regulations.
• •Subscriptions renew automatically each cycle unless cancelled.

7. Channels and bouquets

Channel line-ups, bouquets and pricing follow the Telecom Regulatory Authority of India (TRAI) tariff order. You may subscribe to Vortex bouquets, broadcaster bouquets, or individual channels a-la-carte. Channel availability is subject to broadcaster declarations and technical feasibility in your area.

Channels may be added, replaced or withdrawn in line with broadcaster declarations and regulatory orders. We do not guarantee the continued availability of any particular channel.

8. Acceptable use

Each connection supports one stream at a time and is for private viewing in your registered premises only.

• •You agree not to record, redistribute, publicly exhibit or commercially exploit any content.
• •You agree not to use the service in a commercial or public place without a valid commercial subscription.
• •You agree not to circumvent, tamper with or clone any access, viewing card or content protection system.

9. Parental controls and content

The service may carry content intended for mature audiences. Parental control features are available to help you restrict access using a PIN. You are responsible for supervising viewing by minors in your household and for keeping your parental control PIN confidential.

10. Intellectual property

All content is owned by the respective broadcasters and rights holders. The Vortex Play name, logo and software are the property of Vortex Entertainment Private Limited. Nothing in these terms transfers any ownership to you.

11. Grievance redressal

If you have a complaint, please contact our Customer Care team first. If it is not resolved to your satisfaction, you may escalate to our Nodal Officer and then to the Appellate Authority. The full escalation process, contact details and response timelines are set out on our Consumer Corner page, in line with TRAI regulations.

12. Service availability

Streaming quality depends on your Vortex broadband connection and device. We do not guarantee uninterrupted or error-free service and may carry out maintenance from time to time.

13. Disclaimer of warranties

The service, and all content, products and information provided through it, are offered on an 'as is' and 'as available' basis without warranties of any kind, whether express or implied, including any implied warranties of merchantability, fitness for a particular purpose, accuracy, completeness or non infringement. We do not warrant that the service will be uninterrupted, timely, secure or free of errors.

14. Limitation of liability

To the extent permitted by law, Vortex Entertainment Private Limited and its group companies are not liable for any indirect, incidental, special, punitive or consequential loss, including loss of revenue, profit, data or opportunity, arising from the use of, or inability to use, the service, even if advised of the possibility of such loss. Our total liability for any claim is limited to the subscription charges paid by you for the affected billing cycle.

15. Indemnity

You agree to indemnify and hold harmless Vortex Entertainment Private Limited, its officers and employees against any claim, loss or expense arising from your misuse of the service, breach of these terms, or infringement of any third party rights.

16. Force majeure

We are not responsible for any failure or delay in providing the service caused by events beyond our reasonable control, including acts of God, natural disasters, power or network failures, strikes, regulatory action or broadcaster outages.

17. Suspension and termination

We may suspend or terminate access for non payment, breach of these terms, misuse of the service or equipment, or where your underlying broadband connection is inactive. On termination you must clear all outstanding dues and return any set top box provided against a security deposit. We may retain or adjust the deposit against unpaid dues or unreturned or damaged equipment.

18. Notices

We may send you notices and service communications by SMS, email, in app message or on your bill, using the contact details registered with your account. It is your responsibility to keep these details current.

19. Changes to these terms

We may update these terms from time to time. Continued use of the service after changes take effect constitutes acceptance of the revised terms.

20. General

We may assign or transfer our rights and obligations under these terms; you may not assign yours without our consent. If any provision is found to be invalid, the remaining provisions continue in effect. Our failure to enforce any right does not amount to a waiver of it. These terms, together with the plan and pricing information published on our website, form the entire agreement between you and us for the service.

21. Governing law and disputes

These terms are governed by the laws of India. Subject to the grievance redressal process above and any applicable consumer protection or TRAI mechanism, the courts at the location of the company's registered office have exclusive jurisdiction over any dispute.