Warranty Statement:
Original manufacturer’s warranty applies to all hardware including modems, router and adapters.
Warranty covers hardware only. Software problems including but not limited to drivers, virus and/or spyware are not covered by warranty.
Warranty void if goods are physically damaged. This includes power surge and water or smoke related damage to components including fans.
Return Policy:
A restocking fee will be charged on all hardware returns at the rate of 15% of current selling price within 1 month of purchase.
Internet service may be canceled with 24 business hours’ notice as long as there is no outstanding contract in place.
Absolutely no returns will be accepted on hardware after 30 days of original invoice date. Please ensure complete packaging and contents are returned with original bill of sale to receive refund.
Refund may be in the form of store credit depending on product type and/or store discretion.
Due to copyright laws, software is not returnable in any way for any reason. Please check system requirements before purchasing software.
Setup charges, labour, Deposits are non-refundable.
All product remains the property of Truespeed Internet Services, Inc. until paid for in full.
A 2% service charge per month will be applied to “on account” items after 30 days from the purchase date WITHOUT EXCEPTION.
Thank-you for purchasing from Truespeed – we sincerely appreciate your business!
Cancellation of Services
Requests for cancellation must occur over the phone or in person at a Truespeed retail location. Cancellations can only be requested by the account holder and must be submitted no more than 30 days in advance of the requested cancellation date. All cancellations are final. Clients cancelling an account under an active contract must pay 50% of the remaining obligation to complete contract terms.
No refunds or credits are issued for any unused monthly services or hardware. Please allow 5 business days for cancellations to be processed.
All purchased hardware including but not limited to modems and routers through Truespeed’s Rent-to-Own program are to be paid for in full upon cancellation.
Refunds for “Does Not Qualify”
In cases where a customer’s address does not qualify for service and upfront fees have been paid the customer account will be issued a full refund, including service, shipping fees and hardware and invoiced service fees. Truespeed will make every effort to contact the account holder in this situation, however, the customer must call in to request the refund.
Restocking fees do not apply to modems that remain unopened. We regret that shipping fees cannot be refunded.
Cancellation Prior to Installation
For a full refund of activation fees and monthly service fees, the account holder must cancel their order at least 48 hours prior to their scheduled installation.
Cancellation requests received less than 48 hours prior to the scheduled installation will be refunded monthly service fees. Activation fees will not be refunded.
Hardware may be returned for refund within 30 days of purchase date. There is a 15% restocking fee on the hardware (ex: modem, router) in an opened-box condition. Refunds for undamaged hardware will not be issued until the hardware is received and verified by Truespeed. No refunds will be issued without the complete packaging, original contents and original bill of sale.
Shipping fees are non-refundable under any circumstance.
Downtime Courtesy
Your account must have gone through extensive troubleshooting to be eligible to receive a refund for significant downtime. To qualify for downtime courtesy credit the issue must be on the vendor side, and not related to customer equipment, wiring or other on premise problems.
Upon verification of eligibility the account holder is entitled to an account credit of the value of the downtime. The downtime courtesy credit will be issued directly to the customer account on their next invoice.
Hardware Warranty & Returns
The original manufacturer’s warranty applies to all modems, routers and any other hardware. Faulty equipment may be returned for exchange or repair 1 year from date of the purchase at no charge to the customer.
Open box equipment is sold as is and has a 90 day warranty.
The customer is responsible for shipping fees and product price difference for exchanges of equipment due to firmware issues.
A 15% restocking fee will apply for applicable returned and undamaged modems.
Due to copyright laws, software is not returnable in any way for any reason. Please ensure system requirements are met before purchasing software.