Warranty, Returns & Cancellation Policies
Definitions
- Account Holder: The individual or entity listed as the primary contact on the Truespeed account.
- Active Contract: A signed agreement for services with remaining term obligations.
- Special Order Items: Hardware or equipment procured specifically for a customer and not part of standard inventory.
- Abusive Behavior: Any conduct that includes threats, harassment, discriminatory language, or other actions outlined in these policies.
Cancellation of Services
For security, identity‑verification, and record‑keeping purposes, Truespeed does not accept cancellation requests by telephone. All cancellation notices must be submitted in writing via email, fax, or postal mail, or delivered in person at Truespeed’s head office, where a recognized account holder will be required to complete and sign an authorized cancellation form. Only the account holder may request cancellation. Cancellation requests may be submitted no more than 30 days prior to the requested cancellation date, and all cancellations are final.
Cancellations take effect on the day Truespeed receives the notice, in accordance with CRTC determinations. Truespeed will not charge for any service that is not, and cannot be, provided following cancellation. Where monthly service fees are billed in advance, a pro‑rated refund will be issued based on the number of days remaining in the Subscriber’s final billing cycle after the effective cancellation date, using the following formula:
Refund = (Monthly service fee ÷ days in final billing cycle) × days remaining after cancellation
Refunds will be processed within five (5) business days following verification of the account’s final cycle boundaries.
Clients cancelling an account under an active contract must pay 50% of the remaining contractual obligation, or the amount otherwise stipulated in the applicable agreement.
Refunds or credits will not be issued for unreturned or incomplete rental hardware. All rental or leased hardware, including but not limited to modems, routers and CPEs, must be returned with all power adapters and cords upon account cancellation. Additional charges will apply for missing or damaged (including smoke-damaged) equipment.
Client Conduct and Service Termination
Truespeed Internet Services Inc. is committed to maintaining a respectful and safe environment for all staff and clients. Truespeed reserves the right to terminate services immediately and without prior notice if a client engages in behavior deemed verbally or physically abusive toward staff, whether in person, via telephone, email, chat, or any other remote communication channel.
Abusive behavior includes, but is not limited to:
- Threats of physical harm or violence
- Harassment, bullying, or intimidation
- Use of profane, obscene, or discriminatory language
- Inappropriate religious, cultural, racial, or gender-based insults
- Sexual harassment or other derogatory remarks
In the event of termination under this clause, clients under an active contract will be charged 50% of the remaining contractual obligation, consistent with Truespeed’s cancellation policy.
All other applicable Truespeed policies—including those governing acceptable use, billing, equipment returns, and service limitations—remain in full effect and enforceable upon termination.
This policy aligns with the Ontario Consumer Protection Act and Ombudsman Ontario’s Respectful Communication Policy, affirming the right of service providers to restrict or terminate service in cases of abuse.
At Truespeed, our team is friendly, respectful, and committed to helping every customer. We ask that you treat our staff with the same courtesy. Please be kind!
Waiver of Written Notice in Safety-Critical Situations
While Truespeed generally requires written notice for service cancellations, we reserve the right to waive this requirement in circumstances where a client’s conduct poses a credible threat to the safety or well-being of our staff. This includes, but is not limited to, instances of verbal abuse, physical intimidation, or other behavior reasonably interpreted as threatening.
In such cases, Truespeed may proceed with immediate termination of services without requiring written confirmation from the client. This action does not affect the enforceability of any contractual obligations, including the requirement to pay 50% of the remaining term under an active contract, as outlined in Truespeed’s standard cancellation policy.
This clause is consistent with the principles of the Ontario Employment Standards Act, 2000 (ESA), which recognizes exceptions to written notice requirements in cases of willful misconduct or serious safety concerns.
Refunds for Service Not Available / Does Not Qualify
If a customer’s address does not qualify for service and upfront fees have been paid, Truespeed will issue a full refund, including service, hardware, and invoiced service fees. Truespeed will make reasonable efforts to contact the account holder; however, the customer is responsible for calling to request the refund.
Restocking fees do not apply to in-stock equipment that remains sealed and unopened. Special order items are not refundable under any circumstances. Shipping fees are non-refundable.
Refunds will be processed within five (5) business days after verification.
Cancellation Prior to Installation
To receive a full refund of activation fees and monthly service fees, the account holder must cancel the order at least 48 hours prior to the scheduled installation.
Cancellation requests received less than 48 hours prior to installation will result in a refund of monthly service fees only. Activation fees will not be refunded.
Downtime Courtesy Discount
Service must have been 100% unavailable for over 24 consecutive hours and must have undergone extensive troubleshooting by Truespeed technical support to qualify for a courtesy discount.
Eligibility requires that the outage be caused by a vendor-side issue and not by customer equipment, wiring, or on-premise problems.
Upon verification, the account holder is entitled to an account credit equal to the value of the downtime. Credits will be applied to the next invoice.
Hardware Return Policy
All products remain the property of Truespeed Internet Services Inc. until paid in full.
Returned equipment must be delivered to Truespeed’s head office in Brockville, Ontario. Shipping or transportation charges are the client’s responsibility.
A 15% restocking fee applies to all hardware returns within 30 days of purchase, with exceptions at Truespeed’s discretion. Complete packaging and original bill of sale are required for refunds.
Restocking fees do not apply to in-stock equipment that remains sealed and unopened. Special order items are not refundable under any circumstances.
No returns will be accepted after 30 days from the original invoice date. Refunds may be issued as store credit at Truespeed’s sole discretion.
Software is non-returnable under any circumstances due to copyright laws. Please verify system requirements before purchase.
Shipping charges, setup fees, labor charges, and deposits are non-refundable.
A 2% monthly service charge applies to “on account” items after 30 days from purchase without exception.
Hardware Warranty Statement
Original manufacturer’s warranty applies to all hardware, including modems, routers, and adapters.
Warranty covers hardware only. Software issues, including drivers, viruses, or spyware, are excluded.
Warranty is void if goods are physically damaged, including damage from power surges, water, or smoke.
Faulty equipment may be returned for exchange or repair within one year of purchase at no charge.
Open-box equipment is sold as-is and carries a 90-day warranty.
Non-Payment and Collections
Failure to pay outstanding balances may result in service suspension and referral to collections. A late payment fee of 2% per month applies to overdue accounts.
Force Majeure
Truespeed shall not be held responsible for delays or failures caused by events beyond its reasonable control, including natural disasters, government actions, or network outages outside Truespeed’s infrastructure.
Privacy and Data Handling
Truespeed complies with all applicable Ontario privacy laws. Customer data is handled securely and retained only as necessary for billing, legal compliance, and service delivery.
Dispute Resolution
Any disputes arising under these policies shall be resolved in accordance with the laws of Ontario, Canada. Arbitration or mediation may be required prior to litigation.