1. Object and Legal Regulation of the Contract

1.1. The object of the service contract is to determine the rights and obligations of the contracting parties regarding the provision of Telko services. The user chooses the service package and the specifics of the packages. Contracts are drawn up in accordance with Law No. 04/L-109 on Electronic Communications, Regulation No. 005/B/24 on Contracts, Transparency and Publication of Information and Other Protective Measures for End Users of Electronic Communications Services, Regulation No. 2024/02 on the Protection of Users in the Field of Audio and Audiovisual Media Services, as well as other applicable legislation regulating this field.

1.2. The list of television channels may change depending on commercial, technical circumstances and agreements with rights holders. In these cases, Telkos is not responsible for the addition or removal of any television channel.

1.3. The contract is signed at the Operator's offices, but in special cases, the parties may also sign it outside the Operator's offices or remotely, through durable means of electronic communication, provided that the information and transparency requirements provided for by the legislation in force are met.

2.Pagesat dhe Faturimi

2.1. Monthly package tariffs, promotional offers and any price changes are published on the Operator's official website: www.telkos.net.

2.2. All monthly financial obligations are invoiced at the beginning of each month. period of use, which lasts thirty (30) calendar days and starts from the date of signing this contract, regardless of the time when the User actually starts using the service. Each subsequent period is calculated in a regular monthly cycle, from the respective effective date. All prices are expressed in gross value and include Value Added Tax (VAT), except in cases where the User benefits from a tax exemption under the law. Invoicing is made in the official currency, euro (€). Payment can be made through the online platform of Telkos, at Telko branches, through authorized distributors or through bank transfers to these accounts: PCB–1181003016000169; NLB–1701017600081503; RBKO– 1501001018842342; TEB–2020000165955532; BPB–1300001002643983; BKT-1901005902031165; BE– 1401000100270631; Pribank –2410130100019239; Paysera –5200001549570014.

2.3. If the User does not fulfill the payment obligations within the specified deadlines, the services are terminated immediately, with warning, while the obligation continues in accordance with the contractual period, determined by this contract.

2.4. In the event that the competent authorities impose tariffs, taxes or other fiscal charges that affect the prices of services provided by the Operator, The user agrees to pay the additional amount applied.In these circumstances, the Operator has the right to increase the price of services only by the value of the imposed change, provided that the User is notified in advance, in accordance with the deadlines and procedures set forth in the applicable consumer protection legislation.

2.5. If the User changes the package, while having made a prepayment, and Telkos has fulfilled the terms of the contract, the remaining days of the prepayment are not compensated.

2.6. In cases where User, after the realization of payment, requests service interruption before the end of the contracted period, while The operator has fulfilled its obligations under the contract., prepaid amount not subject to refund.

3. Reporting technical problems

3.1. In case of problems with the internet service or television signal, the User is obliged to immediately notify the Operator's Technical Center. Telkos is committed to intervene to resolve the problem within a period of 24 to 96 hours, depending on the nature of the defect.

3.2. The Operator's Technical Center is available to the User 24/7 and can be contacted via the numbers: +383 44 100 995, +383 600 321, or via the electronic address: info@telkos.net.

3.3. The operator considers them as service interruption only those defects that originate from its central infrastructure (backbone).

3.4. The User is obliged to provide unhindered physical access for the Operator's technical staff to the location where the Operator's equipment is located, for the purpose of inspection, maintenance and troubleshooting.

3.5. If the Operator's access to the equipment location is obstructed by third parties, the Operator shall not be liable for the interruption or inability to resolve the defect. The resolution of obstacles arising from third parties is the responsibility of the User.

4. Service Quality and Technical Defects

4.1. Për shërbimin e internetit orët e pikut konsiderohen intervali kohor nga ora 19:00 deri në 23:00. Shpejtësia e garantuar (Shkarkim/Ngarkim) në rastin e rrjeteve fikse duhet të jetë së paku 50% e shpejtësisë maksimale. Shpejtësia e garantuar është shpejtësia më e ulët që operatori duhet t’i ofrojë gjithmonë përdoruesit në përputhje me kontratën, kur shërbimet e specializuara janë të fikura. Shpejtësia e zakonshme në dispozicion në rastin e rrjeteve fikse është shpejtësia që një parapagues duhet të arrijë së paku 90% të kohës gjatë ditës dhe duhet të jetë së paku 80% e shpejtësisë maksimale. Shpejtësia minimale, shpejtësia maksimale dhe shpejtësia e zakonshme e ngarkimit dhe shkarkimit, varen nga pakoja e zgjedhur nga Përdoruesi, dhe do të përcaktohen në tabelën më poshtë:

4.2. Jitter is 6 ms; Delay is 9 ms; Average packet loss rate is 3%.

4.3. Number of channels: Olympic + 270; Ideal +270; Basic 100

4.4. Sports Leagues for Ideal and Olympic packages: Europa League, La Liga, Conference League, Premier League, European Championships, Serie A.

4.5. The operator provides the service of broadcasting television channels in formats HD (High Definition) and SD (Standard Definition), in accordance with the original format received from the broadcasting source and agreements with the rights holders. Audio format (audio) transmitted in standards MPEG and ADTS, depending on the technical availability of the content.

5. Operator Rights and Obligations

5.1. The Operator is obliged to provide the User with high-quality services, in accordance with the network capacity, technical capabilities and conditions agreed upon by the parties in the contract. If the Operator fails to fulfill its obligations for the provision of Internet and television services, compensation will be made in accordance with applicable legislation. In the event of a service interruption for a period of at least 12 hours, the User will be compensated with 24 hours of service extension for each period of 12 hours lost, if the problem has been reported and documented. The User must have the necessary evidence to request compensation. The request for compensation must be submitted in writing, no later than 30 days from the date of the reported interruption.

5.2. With prior notice, Telkos reserves the right to interrupt service for maintenance and network advancement reasons. Planned interruptions may last as long as the works last.

5.3. The User agrees that Telkos bears no responsibility for financial losses, loss of income, loss of data or other damages, direct or indirect, that may result from the interruption, lack or poor quality of the internet service, for any reason.

5.4. The User agrees that Telkos may contact the User via telephone numbers (including SMS), email address, postal address, provided in the contract by the User, for service-related issues.

5.5. The User bears full responsibility for the accuracy, truthfulness and updating of the contact data provided by him. In case of providing incorrect or untrue information, the User bears responsibility for all consequences that may result.

6. User Rights and Obligations

6.1. The User is obliged to use the services provided by the Operator in accordance with the terms of this contract and the applicable legislation. The User agrees to use the service only for personal, residential purposes. Any use of the service for business purposes constitutes a serious breach of the contractual terms.

In case of violation, Telkos may warn the User to use the service in accordance with the terms of the contract, suspend or automatically cancel the service provided by Telkos without any obligation for compensation to the User and request compensation for damages caused by the misuse made by the User. If the contract is canceled by Telkos for reasons provided for in this article, the User remains liable for all remaining financial obligations to the Operator.

6.2. Any persistent or repeated discrepancy between the actual quality of the User's service and the standards set out in the contract, entitles the User to take legal measures, in accordance with the legislation in force. The User must inform Telkos of the discrepancy. If Telkos does not rectify the discrepancy within 15 days, the User has the right to file a complaint with the RAEPC (Regulatory Authority for Electronic and Postal Communications).

6.3. If the User changes his/her residential address, he/she is obliged to settle all financial obligations he/she has towards Telko until the last day of service at the old address and to pay the installation fee at the new address, in the amount of €10, if Telkos can provide service at that location. Telkos is not responsible if the signal is not available at the User's new address.

6.4. Removal or interruption of the transmission of channels whose content is contrary to the constitutional order, in accordance with decisions of the competent authorities, does not constitute a reason for unilateral termination of the contract by the User.

7. Termination of the contract

7.1. If the User terminates the fixed-term contract before the agreed time period, the service provider may request compensation for the early termination of the contract during the first nine (9) months when the contract is concluded for twelve (12) months, respectively the first twelve (12) months when the contract is concluded for twenty-four (24) months.

7.2. If the User has a subscription and has not used the service, he/she has no right to request compensation for the unused period.

7.3. The User has the right to terminate the contract without additional costs if Telkos has failed to fulfill the terms of the contract, there are interruptions of various platforms within Telkos, i.e. cannot provide services under the contract that the parties have agreed, unless the proposed changes are in the User's interest, are of an administrative nature, do not have a negative effect on the User and are directly imposed by law or decisions of state bodies. All changes proposed by Telkos will be sent to the User at least thirty (30) days before the entry into force of those changes. If the User does not agree with the changes, he has the right to terminate the contract within two (2) months after the changes. In this case, he is obliged to notify Telkos and pay the unpaid obligation for the service received until the date of termination of the contract.

7.4. If the User terminates the contract before the time period specified in the contract, when Telkos has provided service in accordance with the terms of the contract, the User is obliged to pay an early termination fee in the amount of €50 for terminations in the first six months of a 12-month contract and €30 for terminations in the third quarter of a twelve-month contract. Otherwise, Telkos will initiate enforcement proceedings through a private bailiff. All costs incurred in this case will be borne by the User. Additional obligations will be paid by the User.

7.5. The Operator has the right to terminate the contract without notice if the User carries out any of the following activities: resells the service; uses the service, directly or indirectly, for illegal purposes; connects unauthorized equipment or cables to the service equipment or network; sends, communicates or stores data, information or materials that are in violation of applicable legislation; uses the service in a manner that causes system malfunction; impairs quality or jeopardizes network security; uses the service for illegal or immoral activities; uses the service for communications of a threatening, offensive, harassing, defamatory or indecent nature; uses the service in a manner that violates the privacy or intellectual property rights of third parties; creates a serious threat to public order and safety; causes physical or material damage to the Operator or third parties.

8. Equipment

8.1. The equipment installed by the Operator for use is the property of the Operator, loaned to the User, for the period of use under this contract, unless the User expresses a willingness to purchase such equipment. The price of the modem is sixty (60) €, the price of the receiver is sixty (60) €.

8.2. In the event of termination or termination of the contract, the User is obliged to return the equipment to the Operator within five (5) days from the date of termination of the contract. In the event of failure to return the equipment within the stipulated period, the Operator has the right to issue a relevant invoice with the value of the equipment and to initiate enforcement proceedings for the collection of the relevant amount.

8.3. The User is responsible for improper use of the equipment, including but not limited to physical damage, improper power supply, exposure to moisture, placement in an environment without good air circulation, damage to cables in areas under the User's responsibility. In all these cases and in any other case where the User's responsibility is proven, the User is obliged to compensate for the damage in accordance with the value invoiced by the Operator. The Operator bears no responsibility for any damage resulting from improper use of the equipment. Compensation for the equipment will not exceed their value according to the principle "pro rata temporis" (proportionate to the remaining time).

8.4. In case the equipment is damaged by the User, he is obliged to pay the corresponding amount.

8.5. The type of equipment provided to the User is specified on the first page of this contract.

8.6. In case of theft of equipment, the User is obliged to submit an official report on the theft to the Kosovo Police.

8.7. The User is responsible for the security of the computer, computer equipment and personal data. The Operator does not perform maintenance on the User's computer equipment and local area network (LAN cable).

8.8. The price of the service remains unchanged, regardless of whether the service is provided with equipment included or not. No additional charges will be applied due to the inclusion or non-inclusion of equipment in the service.

9. Data Protection and Privacy

9.1. Telkos, in full compliance with Law No. 06/L-082 on Personal Data Protection, processes and stores the User's personal data, which includes name, surname, parent's name, personal number, postal address, telephone number, and email address.

9.2. The User, by signing this contract, agrees to have his/her data processed by the Operator. The User is responsible for providing accurate data and informing the Operator within (5) five days in case of changes to this data.

9.3. The operator, in accordance with the legislation in force, cooperates with the competent law enforcement bodies and state authorities, providing necessary information according to official requests submitted in the form and manner prescribed by law.

9.4. By signing this contract, the User also agrees that personal data will be used by the Operator for the purpose of informing about obligations towards Telko as well as for marketing purposes, during the duration of this contract and after its termination.

10. Intellectual property

10.1. Telkos is a licensed operator by the IMC for broadcasting. All channels on the Telkos platform are broadcast in full compliance with applicable legislation and in agreement with the rights holders.

10.2. Retransmission, republication, copying, storage or redistribution of the Operator's services is strictly prohibited.

11. Great Force

11.1. In the event of failure to fulfill obligations resulting from force majeure, neither contracting party shall be liable. The Operator shall not be liable for any interruption or impairment of service caused by natural disasters, or by circumstances beyond the control of Telkos, which cannot be foreseen and prevented. In no case shall Telkos be liable for indirect damages, loss of income, caused to the User. Telkos shall not be liable for damages caused by electricity or lightning. Telcos are not liable for failure to fulfill obligations arising from events that are unforeseen, irresistible and beyond the control of the parties, such as failures due to weather, fire, acts of terrorism, war, riots, strikes or protests of workers, states of emergency, changes in laws and regulations, decisions by state bodies, cyberattacks, epidemics, failure of public infrastructure, damage to infrastructure by third parties, expropriation by the government, other acts of government or any event that is beyond the reasonable control of the relevant party.

12. Dispute resolution

12.1. The supervisory bodies for the implementation of the contract are RAEPC (Regulatory Authority for Electronic and Postal Communications) and IMC (Independent Media Commission).

12.2. The User has the right to submit a written complaint in case of changes to the contractual conditions by the Operator. The complaint must be sent electronically to the Operator's official address: info@telkos.netThe User's written complaint must be submitted to Operator within fifteen (15) days from receipt of the invoice for the service provided, if the complaint refers to the amount invoiced for the service provided and within thirty (30) days from the provision of the service, if the complaint refers to the quality of the service provided.

12.3. The Operator is obliged to handle the User's complaints regarding channels within seven (7) days after receiving the complaint and the complaints regarding internet services within fifteen (15) days after receiving the complaint. Complaints related to the interruption of channel services must be handled no later than three (3) days from their submission.

12.4. Në rastet kur dështon tentimi i palëve për zgjidhjen e mosmarrëveshjeve përmes negociatave, palët mund të iniciojnë në ARKEP procedurë për zgjidhjen e mosmarrëveshjeve. Nëse Përdoruesi dëshiron t’i drejtohet ARKEP me kërkesë për zgjidhjen e mosmarrëveshjes me Operatorin ai duhet ta paraqesë kërkesën në ARKEP, brenda pesëmbëdhjetë (15) ditësh pas marrjes së përgjigjes me shkrim nga Operatori.

12.5. The authority responsible for resolving the contract in the event of a dispute is the competent Basic Court based on the location of the Operator's headquarters.