Warranty, Returns & Cancellation Policies

These policies apply to every Truespeed customer. Where a customer's signed service agreement says something different, the agreement applies.

The original manufacturer's warranty applies to hardware purchased from Truespeed, including modems, routers, and adapters. The warranty covers hardware defects only.

• Software problems, including drivers, viruses and/or spyware, are not covered by the warranty.
• The warranty is void if goods are physically damaged, including power surge, water, or smoke-related damage to any component.
• Manufacturer-defective equipment may be returned for exchange or repair within one (1) year from the date of purchase at no charge to the customer.
• Open box equipment is sold as-is and comes with a ninety (90) day warranty unless otherwise stipulated.

Equipment rented from Truespeed is replaced by Truespeed at no charge if it fails in normal use, for as long as the rental continues.

These terms apply to hardware the customer has bought from Truespeed. Rented equipment is returned as set out under "Returning Rented Equipment" below, with no restocking fee.

• All products remain the property of Truespeed Internet Services Inc. until paid in full.
• Returned equipment must be delivered to the Truespeed head office in Brockville, Ontario. Shipping or transportation charges are the client's responsibility.
• A restocking fee of 15% of the current selling price applies to purchased hardware returned within thirty (30) days of purchase. No restocking fee applies to equipment rented from Truespeed.
• Complete packaging and original bill of sale must accompany all returns.
• No returns will be accepted after thirty (30) days from the original invoice date or on special-order items.
• A refund for returned hardware may be issued as store credit at the sole discretion of a Truespeed representative.
• Software is not returnable for any reason due to copyright laws.
• Shipping charges, setup fees, labour charges and deposits are non-refundable.
• A 2% service charge per month (24% per annum) will be applied to "on account" items after 30 days from the purchase date, without exception.

A customer can cancel 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. The request must come from the account holder.

• A cancellation takes effect on the date the customer asks for: the day they contact Truespeed, or a later date they choose, up to 60 days ahead. Until that date the customer can change their mind and keep the service.
• Month-to-month services have no cancellation fee.
• A customer on a fixed-term contract pays only the early cancellation fee stated in their contract, if any. No other cancellation charge applies.
• Service paid for in advance is refunded on a pro-rated basis for the unused days after the cancellation date: the monthly price, times the number of unused days, times 12, divided by 365, plus the tax charged on that amount. The refund is credited to the account, and any credit balance left after the final bill is paid back to the customer.
• Processing can take up to 5 business days. The cancellation still takes effect on its date, and the refund covers every prepaid day after it.
• Equipment rented from Truespeed must be returned after cancellation, as set out under "Returning Rented Equipment" below.

• Rented equipment, including modems, routers and wireless radios, remains the property of Truespeed Internet Services Inc. and must be returned when the service is cancelled, complete with its power adapters and cords.
• No restocking fee applies to rented equipment.
• Where the customer's service agreement sets a return period, a charge for equipment that is not returned, or a pickup fee, those terms apply.

• For a full refund of installation, activation and monthly service fees, the account holder must cancel at least 48 hours before their scheduled installation.
• Cancellations received less than 48 hours before the scheduled installation will be refunded monthly service fees only. Installation and activation fees will not be refunded.

In cases where a customer's address does not qualify for service and upfront fees have been paid, the account will be issued a full refund, including service, hardware and invoiced service fees. Restocking fees do not apply to modems that remain sealed and unopened. Shipping fees cannot be refunded.

Truespeed will make every effort to contact the account holder in this situation; however, it is the customer's responsibility to call in to request the refund.

Service must have been 100% unavailable for over 24 consecutive hours to be considered for a courtesy credit. The outage must also have gone through extensive troubleshooting by Truespeed technical support to be eligible. To qualify, the issue must be on the vendor/network side, not related to customer equipment, wiring, or other on-premises problems.

Upon verification of eligibility, the account holder is entitled to an account credit equal to the value of the verified downtime period. The credit will be applied directly to the customer account on the next invoice.