Terms of Service

The following terms and conditions apply to all customers subscribing to Truespeed Internet Service Inc. ("Truespeed"). This Agreement is incorporated into the Acceptable Use Policy. By utilizing any Truespeed service, the Subscriber agrees to adhere to the terms and conditions of the Acceptable Use Policy, this Agreement, and all other applicable Truespeed policies.

Internet provisioning is based on a best-efforts model. While Truespeed endeavours to maintain optimal speeds, the Subscriber's experience may be impacted by factors including in-house equipment, signal interference, website traffic, and last-mile network congestion. Truespeed does not warrant uninterrupted use or operation of the services and shall not be liable for any interruptions in service, loss of data, or any delay or failure to perform.

• The Subscriber shall be billed monthly for all services in advance.
• Payment is due within fifteen (15) days from the date of the invoice.
• Accounts unpaid for thirty (30) or more days are deemed delinquent. Suspended accounts incur a $25.00 reconnection fee.
• A $55.00 fee applies to any returned cheque or NSF occurrence. Multiple returned cheques may result in Truespeed requiring cash, credit/debit, or certified funds only.
• All amounts listed do not include applicable taxes.

The Subscriber may cancel service at any time by telephone at (613) 865-7733, by email to billing@truespeed.ca, or in writing to 803 Chelsea Street, Suite 1, Brockville, Ontario K6V 5T4. A cancellation takes effect on the date the Subscriber asks for: the day they contact Truespeed, or a later date they choose, up to 60 days ahead.

Where monthly fees are billed in advance, Truespeed will issue a pro-rated refund for unused days, as set out in the Warranty, Returns & Cancellation Policies. A Subscriber on a fixed-term contract pays only the early cancellation fee stated in their contract, if any. All purchased hardware must be paid in full upon account cancellation.

Without prior notice, Truespeed may terminate this Agreement, the Subscriber's password, account, or use of the Services for reasons including but not limited to violation of this Agreement, violation of the Acceptable Use Policy, or non-payment. Notification may be provided by email or by mail/courier.

• If an address does not qualify for service after prepayment, a full refund will be issued including service, hardware, and invoiced service fees.
• For a full refund of installation, activation and monthly fees, cancellations must be submitted at least 48 hours before the scheduled installation. Cancellations within 48 hours will receive a monthly fee refund only; installation and activation fees are non-refundable.
• Shipping fees are non-refundable.

The original manufacturer's warranty applies to all hardware including modems, routers, radios and adapters. The warranty covers hardware only and does not cover software, drivers, viruses, or malware. The warranty is void if goods are physically damaged (including power surge, water, or smoke damage). Manufacturer-defective equipment may be returned for exchange or repair within one (1) year from purchase at no charge.

• All products remain the property of Truespeed Internet Services Inc. until paid for in full.
• Returned equipment must be delivered to the Truespeed head office in Brockville, Ontario. Shipping/transportation charges are the client's responsibility.
• A restocking fee of 15% of the current selling price applies to purchased hardware returned within 30 days; none applies to equipment rented from Truespeed. No returns are accepted after 30 days or on special order items.
• Complete packaging and original bill of sale must accompany returned items.
• Software is not returnable for any reason due to copyright laws.

All equipment, including modems, routers, subscriber modules, antennas, and standard mounting equipment, that is not expressly purchased by the client will remain the property of Truespeed Internet Services Inc. The Subscriber may not sell, transfer, lease, encumber, or assign such equipment to any third party.

Truespeed's support obligation extends to and including the modem (wired) or PoE injector (Fixed Rural Wireless). Issues beyond this point, including the Subscriber's internal network, routers, switches, Wi-Fi extenders, and connected devices, are the Subscriber's responsibility. Extended in-home support can be arranged at an additional cost of $150 per hour per technician.

The laws of the Province of Ontario shall govern the terms of this Agreement. The exclusive venue for the resolution of all disputes shall be Brockville, Ontario. Disputes may be resolved through binding arbitration conducted in accordance with the rules of the Canadian Arbitration Association.

Truespeed may amend this Agreement, or the rates for the services, on at least thirty (30) days' written notice to the Subscriber's email address on file. The Subscriber may cancel without charge or penalty at any time before a change takes effect, except where the Subscriber's service agreement sets its own cancellation terms, such as a fixed-term contract; those terms apply. Continued use of the services after a change takes effect constitutes acceptance of the revised terms.