Cancellation of Services:
Requests for cancellation must occur in writing via mail, e-mail or other document. 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 contractual terms or as stipulated in contract conditions should they differ.
No refunds or credits are issued for unused monthly services or hardware. Please allow up to 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 account 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, 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 sealed and 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.
Downtime Courtesy Discount
Service must have been 100% unavailable for over 24 consecutive hours to be considered for a courtesy discount. It must also have gone through extensive troubleshooting by Truespeed technical support 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 problem.
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 Return Policy:
All product remains the property of Truespeed Internet Services, Inc. until paid for in full.
Returned equipment must be delivered to the Truespeed head office located in Brockville, Ontario. Shipping or transportation charges are the responsibility of the client.
A restocking fee will be charged on all hardware returns at the rate of 15% of current selling price within 30 days from date of purchase, some exceptions apply. Please ensure complete packaging and contents are returned with original bill of sale to receive refund.
Absolutely no returns will be accepted on hardware after 30 days of original invoice date.
Refund may be in the form of store credit depending on product type at sole discretion of Truespeed representative.
Due to copyright laws, software is not returnable in any way for any reason. Please check system requirements before purchasing software.
Shipping charges, setup fees, labour charges and deposits are non-refundable.
A 2% service charge per month will be applied to “on account” items after 30 days from the purchase date WITHOUT EXCEPTION.
Hardware Warranty Statement:
Original manufacturer’s warranty applies to all hardware including modems, routers 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 as well as water or smoke related damage to components including fans.
The original manufacturer’s warranty applies to all modems, routers and any other hardware provided by Truespeed. 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.