Legal


Terms Of Service

There are important 911 terms related to SMARTVOICE digital phone service 911 calling. Please review the entire Agreement. By activating this Service, you acknowledge that you have read, understood and agree to these terms and conditions.

  1.         General

1.1       Verv Tel Inc. carries on business directly and/or through various subsidiaries and affiliates (individually and collectively “Verv Tel”).

1.2       The following terms and conditions of service (“Terms of Service”) govern your use of the Services as defined below. Any Verv Tel document(s) describing the plans, features or products you have selected and any other document(s) incorporated by reference (collectively, “Governing Documents”) together with these Terms of Service constitute our agreement with you (“Agreement”). If there is any inconsistency between the Governing Documents and these Terms of Service, these Terms of Service will prevail.

1.3       “us”, “we”, “our” or “ourselves” means the Verv Tel entity(ies) named in the Agreement.

1.4       “Service” or “Services” means the Internet services (using high-speed digital subscriber line (“DSL”), cable, wireless or other technologies), SMARTVOICE digital phone service that provide both local and long distance calling capabilities, additional services, capabilities added onto the preceding services, and bundles of any of the foregoing services to which you subscribe under the Agreement or receive from or through Verv Tel, including related documentation, Software (as defined in Section 1.6) and Equipment (as defined in Section 1.5).

1.5       “Equipment” means any device, equipment or hardware used to access the Services or used in conjunction with the Services, and in the case of Equipment supplied by or through us also includes all related documentation.

1.6       “Software” means any software used to access the Services or used in conjunction with the Services, and in the case of Software supplied by or through us also includes all related documentation.

1.7       “Residents of Québec” means residents of Québec who enter into an Agreement or to whom the Consumer Protection Act (Québec) applies.

1.8       You have chosen to subscribe to one or more Services. Your order for each Service will be confirmed and you will have entered into a binding contract with us with regard to that Service upon the earliest occurrence of one of the following: (1) you submit your online order and it is accepted by us; (2) your telephone order is confirmed by email or other form; or (3) you execute an order provided to you in hard copy paper form which is returned to us.

1.9       The Agreement applies to all Services obtained by you from us and runs from the date that the contract for the first Service is formed with you as aforesaid until either: (1) you give us notice, as and when permitted by the Agreement, of termination of the Agreement or of the last Service provided by us under the Agreement; or (2) we terminate the Agreement as permitted by the Agreement. The entire period of the duration of the Agreement is hereinafter called “Term”.

1.10     Herein the terms “you”, “your” and “yours” refer not only to you, but also include every person you authorize to act as your agent with regard to a Service or to use the Service through one or more accounts we have designated and provided to you (all such accounts hereinafter collectively called “Account” or “Accounts”).

1.11     Your Account information may, from time to time, be disclosed to other members of the Verv Tel Inc. organization and to our agents and dealers in order to service your Account, respond to your questions and telemarket and promote additional products and services offered by members of the Verv Tel organization that may interest you. If you do not wish to receive offers or information from related Verv Tel entities, please contact Verv Tel at the address set out below.

1.12     Certain content and software employed in the provision of the Service may be provided by third parties (hereinafter called “Affiliated Partners”), including facilities and services of other providers of telecommunications services (such providers hereinafter collectively called “Carriers”).

1.13     Any Software supplied to you or otherwise made available to you in connection with the Service will be subject to the terms of an associated Software end-user license agreement (“EULA” or “Software License Agreement”) and shall remain our property or that of our agents or suppliers, as applicable. You shall take appropriate steps to protect same against loss or damage. A copy of the applicable Software License Agreement will either be included with the Software or will be presented during the installation of the Software. It is your responsibility to review and agree to the terms and conditions of the applicable Software License Agreements before installing or using the Software. Unless otherwise provided in the applicable Software License Agreement, a Software License Agreement ends when your subscription to all Services employing the corresponding Software terminates, and all Software License Agreements will terminate upon termination of the Agreement. Upon termination of a Software License Agreement you must forthwith return or destroy any copies of the corresponding Software in your possession.

1.14     All intellectual property rights in the Software supplied by us are owned by us, our Carriers and/or other Affiliated Partners or their suppliers, and are protected by applicable copyright laws. All of these parties retain any and all rights not expressly granted under the applicable Software License Agreement.

1.15     As a condition of using each Service, you agree to and must comply with the Agreement. The Agreement constitutes a binding contract between you and us with respect to the provision of each Service to which you subscribe by us and is binding on both you and us. By agreeing to the Agreement, you also agree to the terms of any Software License Agreement for Software supplied to you in connection with the Service, and you further agree that the terms of any such Software License Agreement also form part of the Agreement.

1.16     In order to obtain a subscription to a Service, you must also be of the age of majority according to laws of the Province or Territory of Canada applicable to the Agreement and by agreeing to the terms of the Agreement you represent that you are of the age of majority according to such applicable laws.

1.17     From time to time, we may establish policies, rules and limits (together, the “Policies”) concerning use of the Services, Equipment and any products, content, applications or services used in conjunction with the Services or Equipment. Your use of the Services is subject to these Policies, which are incorporated into these Terms of Service by reference. We will provide you with notice of the Policies and of changes to the Policies. Our Acceptable Use Policy (“AUP”) is incorporated by reference into these Terms of Service. In addition, when using certain other services, you may be subject to additional terms (which shall be communicated to you and posted from time to time) applicable to such services and which shall be incorporated by reference into the Agreement.

1.18     You are solely responsible for all access to and use of the Service and Account, including any breach of the Agreement. Your use of the Service and Account means you agree with the terms and conditions of the Agreement. If you do not agree with any of the foregoing, your sole and exclusive remedy is to notify us and immediately discontinue your use of the Service and Account.

1.19     Not applicable to Residents of Québec: No sales representative, dealer, agent, officer or employee of Verv Tel has the authority to change or modify these Terms of Service, except pursuant to an official revised version of these Terms of Service, and you may not rely on any such change or modification.

  1.         Consequences of Agreement and Conditions of Use of the Service

2.1       By accessing and using any Service, you agree to the terms and conditions contained in the Agreement and you further agree to comply with and use the Service in accordance with the Agreement and all applicable laws.

2.2       By entering into the Agreement, you:

  •       Authorize Verv Tel to obtain information about your credit history and agree that Verv Tel may provide information to others about your credit experience with Verv Tel;
  •       Accept all provisions of the Agreement, including those set forth in the Governing Documents and these Terms of Service;
  •       Agree to cause all persons who use Services under your Account or with your authorization to comply with the Agreement;
  •       Acknowledge that the acts or omissions of all persons who use Services under your Account or with your authorization will be treated for all purposes as your acts or omissions;
  •       Acknowledge that you have received and had the opportunity to review a copy of the Agreement, including the Governing Documents and these Terms of Service;
  •       Confirm that the information you have provided to us is up-to-date and accurate; and
  •       Agree to notify us of any change in your information.

2.3       You acknowledge that posting, transmitting or otherwise distributing information constituting or encouraging conduct that would constitute a criminal offence or give rise to civil liability while using a Service or your Account is strictly prohibited. Using a Service in a manner that is contrary to law or to our policies or would serve to restrict or inhibit any other user from using or enjoying any services that we provide or the Internet is also strictly prohibited. You also agree not to use any Service or any Equipment or Software provided in connection with a Service in a manner that contravenes restrictions lawfully and legitimately imposed on us by our Carriers. Harassment or abuse of any kind directed at our employees, contractors, agents or representatives is strictly prohibited.

2.4       You shall not in any way resell, license or allow any third party to use the Service without receiving our prior written consent. You may not share or transfer your Services without our express written consent.

2.5       We reserve the right to suspend or terminate your Services or any portion thereof without prior notice, where any of your Services is used in any manner that impairs the use of Service(s) by others, is inconsistent with the Agreement or is contrary to law, or during any period in which any amount payable by you to us is past due. We may move, remove or refuse to post any content, information or materials, in whole or in part, that we decide are unacceptable, undesirable or in violation of the Agreement.

2.6       Without limiting our other rights and remedies under the Agreement and at law, we may, in our sole and unfettered discretion, terminate your subscription to a Service and/or your Account without notice, for any breach of the Agreement or any portion thereof by you, or anyone accessing or using a Service through you, your Equipment or Account.

2.7       We may, in our sole discretion and without your consent, migrate your Services to other networks and platforms or change our suppliers, as and when it becomes necessary. Without limiting the generality of the foregoing, we may effect such a migration or change in suppliers in order to maintain, upgrade or enhance the performance of any Service and other deliverables provided to you hereunder, to ensure continuity of such Service and the integrity of our network, and/or to comply, as necessary, with manufacturers’ requirements. You expressly agree that any such migration or change does not constitute amendment or material change to the Agreement or to the Services.

2.8       Until all Services under the Agreement have been cancelled or terminated as provided in the Agreement, all terms of the Agreement continue to apply.

  1.         Service Changes and Amendments to the Agreement

3.1       Not applicable to Residents of Québec: Unless otherwise specified in the Agreement, we may change, at any time, any charges, features, content, structure or any other aspects of the Services, as well as any term or provision of the Agreement, upon notice to you. If you do not accept a change to the affected Services, your sole remedy is to terminate the affected Services provided under the Agreement, within 30 days of your receipt of our notice of change to the Services (unless we specify a different notice period), by providing us with advance notice of termination pursuant to Section 11.2. If you do not accept a change to these Terms of Service, your sole remedy is to retain the existing Terms of Service unchanged for the duration of the Contract Period (as defined in Section 8.12), upon notice to us within 30 days of your receipt of our notice of change in the Terms of Service.

3.2       Applicable only to Residents of Québec: Unless otherwise specified in the Agreement, we may change, at any time, but upon no less than 30 days’ prior written notice to you, which will include any new provisions and/or the new and former wording of any amended provisions, as applicable, together with the date(s) that any such new and/or amended provisions come into force: a) with respect to a plan or Service not subscribed to for a Contract Period (as defined in Section 8.12), any charges, features, content, functionality, structure or any other aspects of the plan or Service, as well as any term or provision of the Agreement, and b) with respect to a plan or Service subscribed to for a Contract Period, any aspect of the plan or Service, as well as any term or provision of the Agreement, other than essential elements of the plan, Service or Agreement. If the change entails an increase in your obligations or a decrease in our obligations and if you do not accept such a change, you may terminate your Services without an ETF (as defined in Section 8.12) by sending us a notice to that effect no later than 30 days after the amendment takes effect.

3.3       Notice to you of any changes to the Agreement or any material change to any Service to which you subscribe may be effected by sending you notice via email to the primary email account associated with your Account.

  1.         Risk Allocation and Responsibility for Use of Accounts

4.1       The rates and fees charged by us reflect the allocation of risk herein and the limited recourse to us provided for in the Agreement. You agree to cause all persons who use any Service through your Account to observe and comply with the terms and conditions of the Agreement respecting such use. You further agree that you are solely responsible and liable for any and all breaches of the terms and conditions of the Agreement, whether such breach is the result of use of a Services by you or by any other user using your computer or Account, whether or not authorized by you. We will not assume any responsibility for your acts or omissions or of any individual who uses your Account.

4.2       You are solely responsible for the placement of physical and procedural impediments to the inappropriate use of your Account, including password protection and are solely responsible for supervising any and all use of your Account. You agree to hold us, our affiliates, agents and suppliers, including without limitation our Affiliated Suppliers and Carriers, harmless from all liabilities and expenses related to any violation of the Agreement or laws by you or any user(s) of your Account, or in connection with your or their use of any Service(s).

4.3       Please note that your messages and transmissions over the Internet may be the subject of unauthorized interception and review. A person with Internet access can cause damage, incur expenses, enter into contractual obligations and attract liability while on the Internet. You can incur many charges and may be exposed to liability on the Internet in connection with your use of Services. All such matters are your responsibility. We, our Affiliated Suppliers and our Carriers are not responsible for any charges or taxes (expressly including, without limitation, provincial or federal universal service charges, regulatory fees of any kind, federal excise or sales tax, or provincial sales tax), or liability you incur.

  1.         Service and Account Monitoring

5.1       We have no obligation to monitor your Services or Account. However, we reserve the right to monitor your Services and Account electronically from time to time and to disclose any information necessary to satisfy any laws, regulations or other governmental request from any applicable jurisdiction, or as necessary to operate the Services or to protect ourselves or others and you agree that we have the right to do so.

  1.         Information Relating to the Services

6.1       You hereby acknowledge that we and our affiliates may retain and use any information, comments or ideas conveyed by you relating to the Services (including any products and services made available on the Service). This information may be used to provide you with better service.

6.2       We may send you Service related information on a regular basis via email addressed to the primary and other email addresses associated with your Account. You agree to review and to familiarize yourself with all such Service related information, and we are not liable for any damage or detriment to you or your property resulting from your failure to do so. Your continued use of any Service following delivery of any such Service related information means that you accept and agree to comply with such information, as applicable.

  1.         Minimum Equipment and Software Requirements, Pre-Installation Precautions and Installation Appointments

7.1       Equipment shall be deemed to have been delivered in good working condition unless you give us notice to the contrary within 5 days of receiving the Equipment.

7.2       Except for Equipment for which you have fully paid, all Equipment installed or provided by us remains our property and you agree that:

  •           You will take reasonable care with such Equipment;
  •           You may not sell, lease, mortgage, transfer, assign or encumber such Equipment;
  •           You may not reconfigure or re-locate such Equipment without our knowledge and permission; and
  •           You will return such Equipment to us at your own expense upon termination of the Services to which the Equipment related.

If any Equipment belonging to us is lost, stolen or damaged or sold, leased, mortgaged, transferred, assigned, encumbered or not returned, you agree to pay us the undiscounted retail value of such Equipment, together with any costs incurred by us in seeking possession of such Equipment.

7.3       You authorize us and our representatives to enter or have access to your premises as necessary at mutually agreed upon times to install, maintain, inspect, repair, remove, replace, investigate, protect, modify, upgrade or improve the operation of our services, the Equipment or our facilities or networks. If any of your Services or Accounts has been terminated, then you authorize us and our representatives to enter or have access to your premises to disconnect the Services, as applicable. If you live in a condominium, townhouse, apartment or other form of multiple dwelling or rental unit, it is your responsibility to obtain the required letter of authorization and arrange for access to the building utility room from the condominium board, landlord, or other authorized owner or governing body for the purposes of service installation and Your Service Provider will rely on you having obtained such authorization and access.

7.4       Equipment and related Software may have to meet certain minimum requirements and be maintained in certain ways and in certain locations in order to access the Services or for the proper operation of the Services (e.g., 911 services). Such requirements may be changed from time to time at our sole discretion. Unless otherwise specified by us, you are solely responsible for updating or maintaining your Equipment and Software as necessary to meet such requirements, and you may not be entitled to customer support from us if you fail to do so. If you do not update your Equipment and Software as required, your Service may also cease to be accessible, in which case your sole and exclusive remedy is to stop using the Service and call us immediately at  1-877-884-3049 in to cancel it.

7.5       You must immediately notify us, at any of the points of contact specified below, if your Equipment is lost, stolen or destroyed. If you then wish to terminate your Services, your obligations under the Agreement, including the ETF (as defined in Section 8.12), will apply.

7.6       We recommend that you back up all existing files by copying them to another storage medium prior to the installation of the Equipment and Software required for any Service. We cannot guarantee that your personal computer will or can be configured to work properly with the Software or Services, and we cannot assist you with any such configuration issues. We assume no liability whatsoever for any damage to or loss of any software, files, data, or for any personal computer or other computer system warranty infringements due to Equipment or Software installation related to the Service. We assume no liability whatsoever for any damages or losses associated with any installation that you choose to do.

7.7       Unless otherwise specifically set out in the Agreement, to the maximum extent permitted by applicable law, neither Verv Tel nor its affiliates, subsidiaries, partners, licensors, dealers, representatives, suppliers and agents (and their respective employees, officers, directors, shareholders and representatives) (each of the foregoing individually “Verv Tel Party” and all of the foregoing collectively, “Verv Tel Parties”) will be liable to you or to any third party for any claims, damages, losses or expenses, including without limitation lost wages or missed work, in the event that an installation appointment for a Service is missed, either by us or by any third party installer.

  1.         Service Fees; Account and Payment Information; Notices to You

8.1       Charges for a service will commence on the date that the Service is ordered (the “Order Date”). Unless otherwise agreed to by you and us, we will bill you monthly. Invoices will be delivered by email to the primary email address associated with your Account. All communication for the purpose of billing or legal notice may be made by email or by delivery to your domicile, which shall be deemed to be the last billing and/or service address(es) that you have provided to us.

8.2       In the event we fail to bill you or underbill you for a charge, you will not be responsible for paying the previously unbilled or underbilled charge except where: (1) in the case of a recurring charge, you are correctly billed within a period of one year from the date the charge was incurred; or (2) in the case of a non-recurring charge, you are correctly billed within a period of 150 days from the date the charge was incurred. However, this time limitation does not apply if we have failed to bill you or underbilled you due to deception on your part.

8.3       You are liable for all charges to your Account, including without limitation, installation fees, change fees, reinstatement fees, Equipment purchase and/or rental fees, Software licences, fees for the provision of Services, ETFs (as defined in Section 8.12) and administrative fees (collectively, “Service Fees”), and these are due and payable in full from the date of your invoice or statement.

8.4       You agree to treat our telephone cards and all other access codes and passwords, where applicable, as confidential and non-transferable. We reserve the right to deactivate telephone card codes without notice if, in our sole discretion, fraudulent use is suspected. In the event that a telephone card is lost, stolen or used in an unauthorized manner, you will be responsible for notifying us by calling 1-877-884-3049. You acknowledge and agree that you shall be responsible for all costs incurred until such notification to us.

8.5       In exceptional circumstances, for example, where you present an abnormal risk of loss to us, prior to the normal billing date we may require payment from you on an interim basis for the charges that have accrued. In such cases, the charges will be considered past due three (3) days after they are incurred or three (3) days after we demand payment, whichever occurs later.

8.6       We may request immediate payment in extreme situations, provided we have notified you and the abnormal risk of loss has substantially increased since that notice was given or we, at our sole discretion, have reasonable grounds for believing that there exists an intention to defraud us.

8.7       Unless or except where we require payment by credit card only, you have the option to pay your Service Fees by credit card, debit card or by pre-authorized payment, and you hereby authorize us to charge the credit card or debit the financial institution account provided to us in payment for all outstanding Service Fees every time an invoice is rendered by us to you for the Service in accordance with the Agreement up to the full amount of the invoice. In the case of recurring payments by credit card, you must provide us with a valid credit card number and related required information at the time when you subscribe to the Service so that we can charge the credit card on a recurring basis. In the case of payment by recurring financial institution account debit, you must provide us with the particulars of the financial institution account to be debited (including without limitation the applicable transit number, institution number and account number) and related required information at the time when you subscribe to the Service so that we can debit the financial institution account on a recurring basis. We may, at our discretion, require that you fill out, execute and send to us a pre-authorized payment form in a form provided by us to you or to which you are directed. It is your responsibility to ensure that the credit card or financial institution account information that you provide to us remains valid and current and that we are able to continue charging the credit card or debiting the financial institution account, as the case may be, for amounts invoiced to you by us. A failure by you to adhere to these requirements may result in suspension or termination of your Services or Account without further notice to you, and payment by you to us of any applicable ETFs (as defined in Section 8.12) and/or other applicable fees. For greater certainty, we may suspend or cancel any Service(s) or your Account whenever you are in arrears in making payments due to us for any Service(s).

8.8       If payment of an amount due on your Account is not received by us by the required payment date specified by us, it will be considered a delinquent amount and will be subject to a late payment charge of 2% per month, calculated and compounded monthly on the delinquent amount (26.82% per year) from the date of the first invoice on which the delinquent amount appears until the date we receive such amount in full. You agree that we can charge any unpaid and outstanding amount, including any late payment charges, on your Account to your credit card, bank account or any other payment method pre-authorized by you for payment of our charges.

8.9       Not applicable to Residents of Québec: Administrative charges may be levied for administration or account processing activities in connection with your Account, including as a result of the following:

  •       Collection efforts due to non-payment or having a balance over your credit limit, including unbilled usage and pending charges, fees and adjustments;
  •       Returned or rejected payments;
  •       Change of any identifier (e.g., phone number); and
  •       The restoral of Service.

A list of such charges, as amended from time-to-time, is available on request, and is incorporated into these Terms of Service by reference.

8.10     Applicable only to Residents of Québec: Administrative charges may be levied for administration or account processing activities in connection with your Account, including as a result of the change of any identifier (e.g., phone number). A list of such charges, as amended from time to time, is available on request, and is incorporated into these Terms by reference.

8.11     Any questions or discrepancies regarding Service Fees must be reported to us within 90 days of the date of our invoice or other statement. Failure to notify us within this time period will constitute your acceptance of such Service Fees.

8.12     Unless otherwise set out in the Governing Documents, if you agree to subscribe to one of our plans or Services for a committed period of time (the “Contract Period”), you may be subject to an early termination fee (“ETF”) for each Service. Any decrease in your Contract Period may be subject to a fee. If your Service is terminated prior to the end of the Contract Period, you will pay us an ETF as specified in the Agreement, plus taxes.

8.13     Changes to your Account (e.g., price plan, features or identifiers) may not take effect until after your next billing date.

8.14     All Equipment installed or provided by us, except Equipment purchased outright by you, remains our property and you agree to return such Equipment to us promptly when you no longer subscribe to the Service(s) in respect of which the Equipment was provided to you or when the Agreement is terminated. While in your possession, our provided Equipment may be charged to you as part of your Service Fees. We may require you to pay an Equipment deposit prior to providing you with Equipment. You agree to pay us the cost of any Equipment not returned to us upon disconnection or loss, together with any costs incurred by us in seeking to obtain possession of such Equipment. We may charge you all costs relating to repair or replacement of damaged Equipment.

8.15     Subject to our cancellation and termination policy set out below, fees and charges for partial months of Service use will not be prorated.

8.16     The use of certain Services may require you to use other telecommunications services and incur corresponding additional charges. Without limitation, one such example is the use of long distance to access dialup Internet Service when it cannot be accessed from your local calling area. Another example is a one-time installation and monthly recurring fee for the use of local loops used to provide Internet Service over DSL, where the carrier that leases the local loop to us is not providing voice telephone services over it as well. In such cases, you are solely responsible for the payment of all charges associated with your use of such other telecommunications services, whether you obtain such other services from us or other suppliers.

  1.         Deposits and Credit Requirements

9.1       Not applicable to Residents of Québec: We may require a deposit or impose other payment or credit requirements (e.g., interim payments; mandatory pre-payments) at any time and on such terms as determined in our sole discretion. You will not earn any interest on any deposits or other payments held by us. If your Service is terminated, we will apply any deposits or other payments against the outstanding final balance on your Account.

9.2       Applicable only to Residents of Québec: We may require a deposit or impose other payment or credit requirements (e.g., interim payments; mandatory pre-payments) at any time and on such terms as determined in our sole discretion. Any security deposit held by us will bear interest at the rate determined by regulation, as determined from time to time, from the date we collect a security deposit or from February 21, 2014, if a security deposit is already being held by us at that date, until the date we return it to you. We will notify you in writing upon using all or part of a security deposit. If your Service is terminated, we will return any security deposits with applicable interest minus the outstanding final balance on your Account within 30 days of termination of your Services

9.3.      Upon notice to you, we may assign, change or remove a credit limit on your Account at any time. Service may be suspended, at any time, to any and all of your Accounts, if your balance, including unbilled usage and pending charges, fees and adjustments, exceeds this limit. Recurring service charges continue to apply during any suspension of Services.

  1.       Availability and Installation of Service

10.1     Each Service is available only in those areas to which the network of Verv Tel and the networks of Carriers employed by Verv Tel to provide the Service extend and where the Service has actually been rolled out by us. Service availability is also subject to the availability of appropriate facilities and is dependent on the availability of suitable technology at the location(s) at which you wish to obtain the Service.

10.2     The availability of high-speed Internet Service is dependent on the availability of suitable residential telephone lines/local loops and/or cable facilities supplied by other Carriers. The number of service connections per address may be limited. You acknowledge and agree that we shall conduct a preliminary geographical check upon your placing an order to determine if high-speed Internet Service is available in your geographical area. Due to the nature of high-speed Internet Service technology, we reserve the right to deem the high-speed Internet Service unavailable to you up to, including, and after the installation. Where a high-speed Internet service having certain characteristics is required in order for us to be able to provide another Service (“Internet Dependent Service”), and the require Internet service is not available, we will be unable to provide the Internet Dependent Service, unless and until you make arrangements to obtain the required high-speed Internet service.

10.3     You acknowledge that SMARTVOICE is an Internet Dependent Service and is available only at selected locations served by us where suitable facilities, underlying high-speed Internet service, direct inward dialled numbers and arrangements with other underlying Carriers are available.

10.4     In order to obtain Service and depending on the nature of the Service, you may have to purchase or lease certain additional Equipment and obtain additional services from one or more other providers of telecommunications services. As noted above, leased Equipment remains our property at all times. You are responsible for all such Equipment and it must be returned to us upon termination of the Service or part of the Service for which it was leased. Self-installation of Equipment is not allowed for certain Services. For those Services for which it is allowed, if you choose to install such Equipment yourself, the type of Equipment to be installed must be pre-approved by us and your installation configuration must conform to applicable specifications. We assume no liability for any damage or losses caused if you choose to self-install.

10.5     Should your Services include a requirement for local number portability or equal access, your entry into the Agreement also authorizes us, directly or through our underlying Carriers, to port the requested telephone number(s) from your existing local and/or long distance service provider(s), onto our local and/or long distance network.

10.6     Internet Service includes the ability to establish multiple email accounts. Email accounts may be established for other members of your household, and all such accounts shall form part of your Account and be subject to the Agreement. Email accounts created for users who are under the age of majority may be established only with the consent of those persons’ parents or guardians. Email accounts are terminated upon termination of your Internet Service or Account. We may also, at any time, suspend or delete an Internet Service or email account where the email account or any one of your Services is used in any manner that impairs the use of Service(s) by others, is inconsistent with the Agreement or is contrary to law, or during any period in which any amount payable by you to us is past due. During a period when an email account is suspended: (1) you may not access your email to view copies of emails sent to you prior to the suspension; (2) you may not send emails from the suspended account; (3) emails directed to that account are still received; and (4) you may call our help desk to reactivate the email account fully at 1-877-884-3049 service after meeting any applicable conditions. When an email account is deleted, all emails in the account prior to deletion will also be deleted and will not be recoverable.

10.7     As a condition of continued use of any Service, we may require you: (1) to download and install upgrades, patches or more recent versions of any component(s) of any applicable Software; and (2) to verify the accuracy of your registration and billing information.

  1.       Term, Termination and Suspension

11.1     The term of the Agreement, and any applicable Contract Period, starts on the Order Date and shall continue indefinitely until terminated in accordance with the provisions of the Agreement or applicable law.

11.2     Not applicable to Residents of Québec: Unless otherwise permitted by applicable law:

  •       You may terminate any or all of your Services upon no less than 30 days’ advance notice by contacting Verv Tel at the appropriate points of contact specified in these Terms of Service; and
  •       Verv Tel may terminate any or all of your Services or Accounts upon no less than 30 days’ advance notice to you at your billing address.

Applicable charges continue to apply until the end of the notice period or until the Services are no longer accessible by you, whichever is later. The transfer of your telephone number to another telecommunications service provider constitutes a termination of the applicable Service(s), and an ETF may apply.

11.3     Applicable only to Residents of Québec: The following provisions apply with respect to termination:

  •   You may terminate any or all of your Services at any time by sending us a written, dated notice or by contacting Verv Tel at the appropriate points of contact specified in these Terms of Service; and
  •   Verv Tel may terminate any or all of your Services or Accounts upon no less than 60 days’ advance notice to you at your billing address, unless you are in default of your obligations pursuant to the Agreement, including one of the events of default described in Section 11.4 below. If you have subscribed to a plan or Service for a Contract Period, then we may terminate your Services only if you are in default of your obligations hereunder, pursuant to Sections 1604, 2126 and 2129 of the Civil Code of Québec.

Applicable charges continue to apply until the date of the notice or a future date specified therein (if applicable), whichever is later. The transfer of your telephone number to another telecommunications service provider constitutes a termination of the applicable Service(s), and an ETF may apply.

11.4     In addition to our rights to terminate your Services pursuant to Sections 11.2 and 11.3, we may restrict, block, suspend or terminate any or all of your Services or Accounts, including 911 service, or identifiers in any way, without notice or liability to you, if:

  •   You are in breach of the Agreement, including non-payment of your charges or non-compliance with any Policies;
  •   You do not maintain Service usage within the prescribed credit limit;
  •   You exceed reasonable usage limits, as determined by us;
  •   You have given us false, misleading or out-dated information;
  •   We reasonably suspect or determine that any of your Accounts, identifiers, Services or Equipment is the subject of fraudulent, unlawful or improper usage or usage that adversely affects our operations or the use of our services, facilities or networks by others;
  •   You harass, threaten or abuse us or our employees or agents;
  •   You fraudulently or improperly seek to avoid payment to us;
  •   We need to install, maintain, inspect, test, repair, remove, replace, investigate, protect, modify, upgrade or improve the operation of the Services, the Equipment or our facilities or networks;
  •   Any account or service on which your Services depend is terminated for any reason; or
  •   We reasonably believe that there is an emergency or extreme circumstance that would warrant such action.

11.5     If we restrict, suspend, block or terminate your Services or Accounts:

  • You must pay any amounts owing;
  •   We may also suspend, block or terminate, without notice or liability, your services under any other agreement or account that you may have with us or a related Verv Tel entity (including accounts that may be in good standing);
  •   You may be charged for any costs incurred by us or any related Verv Tel entity in connection with your breach of these Terms of Service, including costs incurred to enforce your compliance;
  •   Your access to emergency or special needs services (e.g., 911) may also be restricted, suspended, blocked or terminated; and
  •   Your rates for services with related Verv Tel entities may change in accordance with the terms of those services.
  1.       Performance Levels of Services

12.1     There are certain limitations to the Services.

12.2     In the case of dialup Internet Service, connections may not be established on every attempt and it may be necessary to dial the Internet Service access numbers repeatedly to establish a connection to the Internet.

12.3     In the case of Internet Service generally, speed is a function of many technical factors, some of which are not under our control. As such, we do not guarantee the maximum Service performance (i.e., throughput or speed) levels. You understand and agree that any content that you may access through the Internet Service may be subject to “caching” at intermediate locations on the Internet. Similarly, simultaneous use of high bandwidth applications (example, streaming media) by one or more (example, home networking) users may result in an experience that is slower when compared to a single application used by a single user.

12.4     In the case of Internet Service, we or our underlying Carriers may impose caps on bandwidth usage and hence such usage capacity is not unlimited in those cases. We and those Carriers are entitled to enforce those bandwidth caps. If you refuse to adhere to the caps, your Internet Service may be suspended, restricted, subjected to traffic shaping or terminated, and/or extra charges may apply.

12.4.1    In the case of Phone Service we or our underlying Carriers may impose caps on usage. We monitor usage and enforce a reasonable usage limit. We reserve the right to charge additional fees, terminate service and impose limits.

12.4.2    Unlimited Phone Services do not include calling to the following unless specifically outlined: Yukon Territory, North West Territories, Nunavut, Puerto Rico, Alaska and Hawaii.

12.5      SMARTVOICE may not in all instances perform with the same degree of reliability or quality as equivalent traditional wireline telephone services.

12.6     You acknowledge and understand that the Services or access to the Services, including 911, public alerts or special needs services, may not function correctly, or at all, in the following circumstances:

  •   If your Equipment fails, is not configured correctly or does not meet our requirements;
  •   In the event of a high-speed Internet service outage, regardless of the supplier providing the high-speed Internet service to you;
  •   In the event of a network outage or power failure;
  •   If you tamper with or, in some cases, move the Equipment; or
  •   Following suspension or termination of your Services or Account.

12.7     No Verv Tel Party is responsible or liable to you for any software, content or services provided to you or accessible by you through the Services, any charges incurred in connection with such software, content or services or anything that is or can be done with such software, content or services even if you are billed for such software, content or services. All such software, content or services is accessed or transmitted solely at your own risk.

12.8     You are responsible for the use and compatibility of the Services with any Equipment, Software, services and/or other materials not provided by us (hereinafter called the “Third Party Equipment and Services”). We disclaim all responsibility for determining compatibility between any Service and any Third Party Equipment and Services.

12.9 Not applicable to Residents of Québec: To the maximum extent permitted by applicable law:

  •       The Verv Tel Parties do not guarantee or warrant the performance, availability, coverage, uninterrupted use, security, pricing or operation of the Services, the Equipment or any products, content, applications, services, facilities, connections or networks used or provided by us or third parties (collectively, the “Offering”);
  •       You bear the entire risk as to the use, availability, reliability, timeliness, quality, security and performance of the Offering; and
  •       The Verv Tel Parties do not make any express or implied representations, warranties or conditions, including warranties of title or non-infringement, or implied warranties of merchantable quality or fitness for a particular purpose, with regard to the Offering.

All representations, warranties and conditions of any kind, express or implied, are excluded to the maximum extent permitted by applicable law. To the maximum extent permitted by applicable law, no advice or information, whether oral or written, obtained by you from the Verv Tel Parties creates any term, condition, representation or warranty not expressly stated in the Agreement.

You are solely responsible for the following matters:

  •       Any access to the Equipment;
  •       Maintaining the security and privacy of your property and your transmissions using the Services, the Equipment or our facilities or networks; and
  •       Protecting against any breaches of security or privacy or other risks involved in installing, using, maintaining or changing the Services or the Equipment.

12.10   Applicable only to Residents of Québec: To the maximum extent permitted by law:

  • The Verv Tel Parties do not guarantee or warrant the performance, availability, coverage, uninterrupted use, security, pricing or operation of the Services or any products, content, applications, services, facilities, connections or networks used or provided by us or third parties (collectively, the “Offering”)
  •   You bear the entire risk as to the use, availability, reliability, timeliness, quality, security and performance of the Offering; and
  •   The Verv Tel Parties do not make any express or implied representations, warranties or conditions, including warranties of title or non-infringement, or implied warranties of merchantable quality or fitness for a particular purpose, with regard to the Offering.

You are solely responsible for the following matters:

  •   Any access to the Equipment;
  • Maintaining the security and privacy of your property and your transmissions using the Services, the Equipment or our facilities or networks; and
  •   Protecting against any breaches of security or privacy or other risks involved in installing, using, maintaining or changing the Services or the Equipment.
  1.       Limitations of Liability

13.1     Not applicable to Residents of Québec: Unless otherwise specifically set out in the Agreement, to the maximum extent permitted by applicable law, the Verv Tel Parties will not be liable to you or to any third party for:

  •   Any direct, indirect, special, consequential, incidental, economic or punitive damages (including loss of profit or revenue, financial loss, loss of business opportunities, loss, destruction or alteration of data, files or software, breach of privacy or security property damage, personal injury, death or any other foreseeable or unforeseeable loss, however caused) resulting or relating directly or indirectly from or relating to the Offering or any advertisements, promotions or statements relating to any of the foregoing, even if we were negligent or were advised of the possibility of such damages;
  • The performance, availability, reliability, timeliness, quality, coverage, uninterrupted use, security, pricing or operation of the Offering;
  •   Any error, inclusion or omission with respect to any telephone listings or directories;
  • The denial, restriction, blocking, disruption or inaccessibility of any Services, including 911, public alerts or special needs services, Equipment or identifiers (including telephone numbers);
  •   Any lost, stolen, damaged or expired Equipment, identifiers, passwords, codes, benefits, discounts, rebates or credits;
  •   Any error, omission or delay in connection with the transfer of telephone numbers to or from another telecommunications service provider or any limitation connected thereto;
  •   Any acts or omissions of a telecommunications carrier whose facilities are used to establish connections to points that we do not serve; or
  •   Any claims or damages resulting directly or indirectly from any claim that the use, intended use or combination of the Offering or any material transmitted through the Services infringes the intellectual property, industrial, contractual, privacy or other rights of a third party.

These limits are in addition to any other limits on the Verv Tel Parties’ liability set out elsewhere in the Agreement and apply to any act or omission of the Verv Tel Parties, whether or not the act or omission would otherwise be a cause of action in contract, tort or pursuant to any statute or other doctrine of law.

13.2     Applicable only to Residents of Québec: Unless otherwise specifically set out in the Agreement, and except for damages resulting from a Verv Tel’s Party’s own act, the Verv Tel Parties will not be liable to you or to any third party for:

  •   Any damages (including loss of profit or revenue, financial loss, loss of business opportunities, loss, destruction or alteration of data, files or software, breach of privacy or security or property damage) resulting or relating directly or indirectly from or relating to the Offering;
  •   The performance, availability, reliability, timeliness, quality, coverage, uninterrupted use, security, pricing or operation of the Offering;
  •   Any error, inclusion or omission with respect to any telephone listings or directories;
  •   The denial, restriction, blocking, disruption or inaccessibility of any Services, including 911, public alerts or special needs services, Equipment or identifiers (including telephone numbers);
  •   Any lost, stolen, damaged or expired Equipment, identifiers, passwords, codes, benefits, discounts, rebates or credits;
  •   Any error, omission or delay in connection with the transfer of telephone numbers to or from another telecommunications service provider or any limitation connected thereto;
  •   Any acts or omissions of a telecommunications carrier whose facilities are used to establish connections to points that we do not serve; or
  •   Any claims or damages resulting directly or indirectly from any claim that the use, intended use or combination of the Offering or any material transmitted through the Services infringes the intellectual property, industrial, contractual, privacy or other rights of a third party.

13.3     The Verv Tel Parties’ collective liability for negligence, breach of contract, tort or other causes of action, including fundamental breach, to the extent permitted by applicable law, is limited to payment, upon request, for actual and direct damages of a maximum amount of $20 or an amount equal to the Service Fees payable during any service outage, whichever is greater. Other than this payment and to the extent permitted by applicable law, neither the Verv Tel Parties nor their Affiliated Partners, including Carriers, shall be liable under any circumstances to you or any third party for any damages, including direct, indirect, special, consequential, incidental, economic, exemplary or punitive damages including loss of data, loss of income, loss of profit or failure to realize expected savings arising directly or indirectly from Verv Tel Parties’ (or their Affiliated Partners’, including Carriers’) negligence or breach of contract (including fundamental breach or otherwise).

13.4     This Article 13 of the Agreement shall apply even if there is a breach of condition, a breach of an essential or fundamental term, or a fundamental breach of the Agreement.

13.5     You agree that the limitations of liability set out in this Article 13 are fair and reasonable in the commercial circumstances of the Agreement and that we would not have entered into the Agreement but for your agreement to limit our liability in the manner and to the extent provided in this Article 13.

  1.       Indemnification

14.1     You will indemnify and hold harmless the Verv Tel Parties from and against any claims, losses, damages, costs and expenses (including, without limitation, reasonable legal fees and other litigation expenses) incurred by the Verv Tel Parties relating to your violation, alleged violation or misappropriation of any intellectual property, industrial, contractual, privacy or other rights of a third party or any alleged libel or slander by a third party against you.

14.2     You will indemnify and hold harmless the Verv Tel Parties from and against any claims, losses, damages, costs and expenses (including, without limitation, reasonable legal fees and other litigation expenses) incurred by the Verv Tel Parties relating to the violation of the Agreement by you or any user of your Account, or in connection with your or their use of the Services.

  1.       Limitations of SMARTVOICE 911 calling and Related Limitation of Liability

15.1     There are some differences and limitations in how 911 calling over SMARTVOICE operates relative to 911 service over traditional telephone service as further described in the following Sections. Please review all of Article 15 of this document thoroughly before activating, installing or using the SMARTVOICE Service.

15.2     We offer a form of 911 calling that is similar to traditional 911 service but has some important differences and limitations when compared with enhanced 911 service (“E911”) available in most locations in conjunction with traditional telephone service. With both traditional basic 911 and E911 service, your call is sent directly to the nearest emergency response centre. In addition, with E911 service, your call back number and last address are visible to the emergency response centre call-taker. With our 911 calling, your call is sent to a national emergency call centre. Regardless of whether your call-back number and the last address registered with us for your SMARTVOICE Service are visible to the call centre operator, when you make a 911 call, you will be asked to confirm your location information. The call centre operator will then transfer your 911 call to the emergency response centre nearest your location. You should be prepared to provide or confirm your name, address and call-back number with the operator. Do not hang up unless told directly to do so, and if disconnected, immediately dial 911 again.

15.3     If you are unable to speak during a 911 call and the call centre operator has access to a call-back number and last registered address associated with your SMARTVOICE Service, the operator will transfer the call to the emergency response centre closest to that address. In order for emergency services to be dispatched to the correct address in such cases, you must ensure that the registered address that you have provided to us is always the same as the physical address at which the Analog Terminal Adapter/other device you use to obtain your SMARTVOICE service (“SMARTVOICE Device”) is located. Whenever you move the physical location of your SMARTVOICE Device or you add a line, you must update your registered address accordingly. Address registrations and updates may be recorded by calling customer service at 1-877-884-3049.

15.4     911 calling will not function in the event of a power or broadband outage or if your broadband service (whether obtained from us or another Internet service provider) is suspended or disconnected. Following a power failure or disruption, you may need to reset or reconfigure your SMARTVOICE Device prior to utilizing SMARTVOICE, including 911 calling.

15.5 You must successfully register your location of use for each changed, newly added or newly ported number in order for 911 calling to function as intended. Address registrations and updates may be recorded by contacting customer service at 877-884-3049.

15.6     Improper installation or configuration of your SMARTVOICE Device or other Equipment used in conjunction with SMARTVOICE  Service will prevent your 911 calling from functioning as intended. Immediately following installation of your SMARTVOICE  Device and SMARTVOICE  Service and following every power outage, or if you have reason to suspect that anyone has tampered with the SMARTVOICE  Device or related Equipment or that it has failed, you should make a test call to another telephone number (NOT 911) using your SMARTVOICE  Service to ensure that it is functioning correctly in case a 911 call will need to be made at some point using SMARTVOICE . If the SMARTVOICE Service is not working correctly at any time, please call technical support at 1-877-884-3049 in English from another telephone for assistance.

15.7     There may be a greater possibility of network congestion and/or reduced speed in the routing of 911 calls made utilizing SMARTVOICE  as compared to traditional 911 calls dialled over traditional public telephone networks.

15.8     You should inform any household residents, guests and other persons who may be present at the physical location where you utilize SMARTVOICE , of the important differences in and limitations of SMARTVOICE  911 calling as compared with E911 service, as set out above.

15.9     Verv Tel does not currently offer Operator Service and so emergency services cannot be accessed through an operator by dialling “0”.

15.10   We do not have any control over whether, or the manner in which, calls using our 911 calling service are answered or addressed by any local emergency response centre. We disclaim all responsibility for the conduct of local emergency response centres and the national emergency calling centre. We rely on third parties to assist us in routing 911 calls to local emergency response centres and to a national emergency calling centre. We disclaim any and all liability or responsibility in the event such third party data used to route calls is incorrect or yields an erroneous result.

15.11   You acknowledge and agree that, to the maximum extent allowed by law, the Verv Tel Parties will not be liable for any injury, death or damage to persons or property arising directly or indirectly out of, or relating in any way to 911 calling from your SMARTVOICE  Service and you agree to indemnify and hold harmless the Verv Tel Parties for any liabilities, claims, damages, losses and expenses, (including reasonable legal fees and expenses) which you or anyone accessing or attempting to access 911 calling from your SMARTVOICE  Service may suffer or incur, arising directly or indirectly out of or relating to your or that person’s failure to obtain access to 911 emergency services.

15.12   By subscribing to our SMARTVOICE  Service and activating it, you acknowledge all of the limitations of the 911 calling provided through SMARTVOICE  Service, that you will take all of the corresponding measures described above in light of these limitations, that you accept the limitations of liability applicable to 911 calling provided through our SMARTVOICE  Service and that these Verv Tel Terms and Conditions of Service apply to SMARTVOICE . If you do not agree with any of the terms and conditions related to SMARTVOICE , including the limitations and requirements associated with 911 calling provided over SMARTVOICE , or with these Verv Tel Terms and Conditions of Service, do not subscribe to, or activate, SMARTVOICE , do not install the SMARTVOICE  Device or any other Equipment provided in connection with the SMARTVOICE  Service and call us immediately at 1-877-884-3049 in English to cancel your SMARTVOICE  Service, if any such service has been ordered or activated.

  1.       Security, Privacy and Confidentiality

16.1     We will not be responsible for any corrupted files or “viruses”, “cancelbots”, “trojan horses”, “worms” or other harmful or disruptive components (hereinafter collectively called “Virus(es)”) which affect you or your Services. It is your responsibility to safeguard your computer system, through appropriate means (e.g., using commercially available software), from theft, unauthorized use or system corruption. Any detriment caused to our network or that of our underlying Carriers as a result of your failure to properly secure your system may result in the immediate cancellation of your Services.

16.2     We cannot ensure or guarantee the privacy of any information you choose to transmit through use of the Service. Any such use shall be at your sole risk and the Verv Tel Parties shall be relieved from all liability in connection therewith.

16.3     In the event of a breach of security, including without limitation if your Account information, including Account numbers and passwords, email account passwords, or any other Account and password information is compromised, you must immediately advise us by contacting technical support at 1-877-884-3049 and accept replacement information from us.

16.4     Your personal information will be protected by us in a manner consistent with the Verv Tel Privacy Policy. To contact our Privacy Ombudsman in order to access, or obtain more information about your personal information held by Verv Tel, make a privacy-related complaint, or obtain a copy of our Privacy Policy, email us at [email protected]or write to Privacy Ombudsman, Verv Tel Inc., 100 King Street West, Suite 5700, Toronto, Ontario M4Y 1T5. By subscribing to the Service, you consent to the collection, use and disclosure of your personal information, as described in the above policy.

16.5     Personal information collected in connection with the provision of the Services may be stored and processed in or outside Canada and may be subject to the laws of other jurisdictions.

16.6     Unless you provide express consent, or disclosure is required pursuant to a legal power, all information regarding you kept by us, other than your name, address and listed telephone number, is confidential and may not be disclosed by us to anyone other than:

  •   You;
  •   A person who, in our reasonable judgment, is seeking the information as your agent;
  •   Another telephone company, provided the information is required for the efficient and cost-effective provision of telephone service and disclosure is made on a confidential basis, with the information to be used only for that purpose;
  •   A company involved in supplying you with telephone or telephone directory related services, provided the information is required for that purpose and disclosure is made on a confidential basis, with the information to be used only for that purpose;
  •   An agent retained by us in the collection of your account or to perform other administrative functions for us, provided the information is required for and used only for that purpose;
  •   An agent retained by us to evaluate your creditworthiness, provided the information is required for and is to be used only for that purpose;
  •   A law enforcement agency whenever we have reasonable grounds to believe that you have knowingly supplied us with false or misleading information or are otherwise involved in unlawful activities; or
  •   A public authority or agent of a public authority if, in our reasonable judgment, it appears that there is imminent danger to life or property that could be avoided or minimized by disclosure of the information.

Express consent to disclosure may be obtained as follows:

  •       By written consent;
  •       By oral confirmation verified by an independent third party;
  •       By electronic confirmation through the use of a toll-free number;
  •       By electronic confirmation via the Internet;
  •       By oral consent, where an audio recording of the consent is retained by us; or
  •       By consent through other methods, as long as an objective documented record of your consent is created by you or by an independent third party.
  1.       Additional Terms Relating to Internet Service

17.1     You acknowledge and understand that when using home networking, there are certain inherent risks (e.g., other users may gain access to your system or your Services and Accounts). Verv Tel shall not be liable for any claims or damages relating to home networking, even if the home networking application or service is provided, installed, maintained or supported by Verv Tel.

17.2     High-speed Internet Service speed is also affected by traffic management practices that are applied to the Service. To learn more about traffic management practices applied to Verv Tel high-speed Internet Service, please refer to www.vervtel.com/legal

  1.       Additional Terms Relating to Telephone Service

18.1     You may choose your long distance service provider from those providers that have entered into connection arrangements with us. If you choose to receive local, but not long distance, telephone services from us, we may provide long distance services to you prior to your activation by your chosen long distance company to ensure continued availability of long distance services to you.

18.2     We will make your name, address and telephone numbers available to publishers of paper and electronic telephone directories and to providers of operator services in accordance with legal or regulatory requirements. However, subject to the 911 service provider exception described below, you may opt to have your name, address and telephone number listing information omitted from these directories or services by requesting, and paying for, an unlisted telephone number. These directories or services, however, may receive or obtain your telephone numbers and address from a source other than us. Furthermore, your name, address and telephone numbers will be accessible by 911 service providers, even if you have requested, and paid for, an unlisted telephone number.

18.3     You must supply all facilities and Equipment, including all wiring inside your premises, and all telephone terminal Equipment necessary to connect your facilities and Equipment up to the point where the local telephone company’s facilities end and your facilities begin. It is your responsibility to reconnect your facilities and Equipment as necessary after termination of your phone Services.

  1.       Identifiers

19.1     Any telephone number, Internet Protocol (“IP”) address, email address, Account, calling card, access code (collectively, “Identifier”) assigned to you by us shall remain our property at all times, and may be changed or withdrawn at any time in our sole discretion. IP addresses may change each time your DSL modem, cable modem or system is powered off, or any time at our discretion.

19.2     We assume no liability whatsoever for any claims, damages, losses or expenses arising out of or otherwise relating to any change in Identifier.

  1.       No Liability for Content

20.1     Some content, products or services (the “Content”) available with or through the Services may be offensive to you or may not comply with applicable laws. You understand that neither we nor any of our affiliates, Carriers or other Affiliated Partners attempt to censor or monitor any such Content. You also understand that such Content may be subject to “caching” at intermediate locations on the Internet when being accessed through the Internet Service.

20.2     You assume total responsibility, liability and risk for access to or use of such Content and for use of the Internet and the telephone network. We and our affiliates, Carriers and other Affiliated Partners assume no liability whatsoever for any claims or losses arising out of or otherwise relating to access to or use of such Content.

  1.       Change in Telephone or Cable Service

21.1     If a change in your local telephone service is requested from your local phone company or a change in your cable service is requested from your cable company, it is your sole responsibility to advise us of the changes as this could affect the Services you obtain from us. This notification includes moves, regardless of whether your phone number changes or not, changes to your phone number, and any other changes that may occur to your local telephone or cable service. Any applicable cancellation and/or re-installation charges relating to your Services will be charged to your Account.

21.2     Whenever a Service must be moved, unless a self-install option for the Service is permitted by us, you must schedule an appointment for us to move any Equipment required in connection with the Service to be moved, other than items, such as, without limitation, your computer system, for which you are solely responsible.

  1.       Intellectual Property

22.1     All trademarks, copyright, brand concepts, names, logos and designs used by us are intellectual property assets, registered or otherwise, of, or used under license by, Verv Tel Inc. or of one of its affiliates or subsidiaries. All are recognized as valuable assets of their respective owners, and may not be displayed or used by you in any manner for commercial purposes or copied in any manner for any purpose without the express prior written permission of the Verv Tel entity that owns it.

  1.       Customer Support

23.1     Support is available in a variety of ways:

23.2     Questions and problems arising from the installation, operation and use of software and hardware, other than in relation to the basic connectivity to the Services through supported software on systems meeting the minimum system requirements, are outside the scope of our technical support and any such out-of-scope support will be provided only in our sole discretion. From time to time, we may refer you to third parties and third party websites, including without limitation for training, support, maintenance, hardware and software. You understand and agree that all such references are provided as a courtesy only, are without guarantee, are used at your sole risk, and that we shall not be liable for, and hereby disclaim all liability for, such referrals to third parties and their websites, products and services and any damages arising therefrom. Remote technical support is by its nature imprecise. Therefore, you also understand and agree that we shall not be liable for and hereby disclaim any liability for any advice or instructions provided or not provided when you contact our technical support.

  1.       Dispute Resolution

24.1     This Section provides the dispute resolution mechanism that applies to any claim, dispute or controversy (whether in contract or in tort, pursuant to statute or regulations, or otherwise, and whether pre-existing, present or future) arising out of or relating to: (1) the Agreement; (2) the Services, Software or Equipment provided by us; (3) oral or written statements, or advertisements or promotions relating to the Agreement or to the Services, Software or Equipment; or (4) the relationships that result from the Agreement (all of the foregoing collectively hereinafter called “Claim”).

24.2     Not Applicable to Residents of Québec: To the extent permitted by law, unless we agree otherwise, any and all Claims shall be determined by final and binding arbitration to the exclusion of the courts. To the extent permitted by law, you agree to waive any right you may have to commence or participate in any class action or other form of representative proceeding against us related to any Claim and, where applicable, you also agree to opt out of any class proceedings against us. Notices of any Claim shall be sent to the address in Article 25 below. Arbitration will be conducted by one arbitrator pursuant to the rules relating to commercial arbitration in the province in which you reside that are in effect on the date of the notice.

  1.       Contact Information

25.1     If you have any questions regarding us or the terms and conditions of the Agreement, the Services, or you need to contact us for any other reason, you may do so by one of the following means:

  •       Email: [email protected](English)
  •       Telephone: 1-877-884-3049;
  •       Fax: 1-647-479-8337
  •       By writing to: Verv Tel Inc., Attention: Customer Service, 100 King Street West, Suite 5700, Toronto, Ontario M4Y 1T5.

25.2     Any notice of a claim must be given to the Verv Tel Inc.., Attention: Legal Department, 100 King Street West, Suite 5700, Toronto, Ontario M4Y 1T5.

25.3     Any notice shall be deemed to have been given on the date on which it was sent by the party giving the notice.

  1.       Changes in Regulation

26.1     You and we understand that the Canadian Radio-television and Telecommunications Commission, or other regulators, government departments or agencies may impose regulations on IP-based or other services. If new regulations are imposed on us, we are authorized to make changes to the Agreement and any other Governing Documents to reflect the new regulations, and we will post such changes on our website. We retain the right to pass on to you any new regulatory fees or taxes that may be imposed by law or regulation.

  1.       Jurisdiction

27.1     The Agreement is governed exclusively by and construed in accordance with the laws of the province or territory in which your billing address is located, but if your billing address is outside of Canada, the Agreement is governed exclusively by the laws of the province of Ontario and you submit to the jurisdiction of the courts of Ontario. Please note that your rights and remedies may vary by province or territory.

  1.       Miscellaneous

28.1     The Agreement, as amended from time to time, constitutes the entire agreement and understanding between you and Verv Tel for the Services and supersedes all prior agreements written or oral, with respect to the same subject matter.

28.2     Neither the course of conduct between us nor trade practice modifies any provision of the Agreement.

28.3     If any provision in the Agreement is declared to be invalid or in conflict with any such law or regulation, that provision may be deleted or modified without affecting the validity of the other provisions.

28.4     Our failure to enforce strict performance of any provision of the Agreement shall not be construed as a waiver of any provision or right.

28.5     We may assign our rights and obligations under the Agreement without your consent. You may not assign or transfer the Agreement without our prior consent.

28.6     In no event shall we be liable for any failure to comply with the Agreement if such failure results from any condition or event beyond our reasonable control, including, but not limited to, computer hacking, security breach, fire, flood, earthquake, any elements of nature or acts of God, theft, riot, strike or other labour disturbance, power failure, war or terrorism.

28.7     The provisions of those Sections of the Terms of Service that are by their nature intended to survive termination of the Agreement, shall survive such termination. For example, and without limitation, the provisions of the Terms of Service relating to our rights to collect amounts owing at the time of Termination of the Agreement, your obligation to return Software and Equipment belonging to us upon termination of the Agreement, timeframe applicable to claims and adjustments for incorrect billing, no warranties, limitations of liability (including without limitation all such bolded provisions throughout the Terms of Service), indemnities (including without limitation all such bolded provisions throughout the Terms of Service), privacy and confidentiality, termination and consequences of termination of the Agreement, dispute resolution, intellectual property, entire agreement, severability, waiver, no modification of Agreement through course of conduct, enurement, assignment and restrictions thereon, survival, language, governing law, provisions relating to the limitations of 911 service  and limitations of liability for 911 service, and definitions and provisions relating to the interpretation of the Terms of Service relevant to any of the other provisions that survive the termination of the Agreement.

28.8     The Agreement enures to the benefit of and is binding on you, your heirs and your legal personal representatives and on Verv Tel’s respective successors and assigns.

28.9     The parties have required that the Agreement and all documents relating thereto to be drawn up in English. Les parties ont demandé que cette convention ainsi que tous les documents qui s’y rattachent soient rédigés en anglais.


Privacy Policy
  1.          INTRODUCTION

Verv Tel Inc. (“Verv Tel”) and its subsidiaries and affiliates (collectively “Verv Tel”, and each individually “Verv Tel”) provide a broad range of telecommunications services to customers, including Internet access, and local and long distance services in Canada & USA.
Verv Tel (as defined in Part IV below) are committed to maintaining the privacy, confidentiality, security and accuracy of customer and employee personal information.
In 1996, the Canadian Standards Association Model Code for the Protection of Personal Information, CAN/CSA-Q830-96 (the “CSA Code”), was published as a National Standard of Canada. Subsequently, the CSA Code was largely incorporated into the Personal Information Protection and Electronic Documents Act, S.C. 2000, c.5, as amended (“PIPEDA”).
The Verv Tel Privacy Policy (“Privacy Policy”) is a formal statement of principles and guidelines concerning the minimum requirements for the protection of personal information provided by Verv Tel to their customers and employees. The objective of the Privacy Policy is responsible and transparent practices in the management of personal information, in accordance with the CSA Code and federal legislation.
Verv Tel will continue to review the Privacy Policy at least every five years to make sure it is relevant and remains current with changing technologies and laws and the evolving needs of Verv Tel, our customers and employees.

  1.        SUMMARY OF PRINCIPLES

Principle 1 – Accountability
Verv Tel is responsible for personal information under their control and shall designate one or more persons who are accountable for compliance with the following principles.

Principle 2 – Identifying Purposes for Collection of Personal Information
Verv Tel shall identify the purposes for which personal information is collected at or before the time the information is collected.

Principle 3 – Obtaining Consent for Collection, Use or Disclosure of Personal Information
The knowledge and consent of a customer or employee is required for the collection, use or disclosure of personal information, except where inappropriate.

Principle 4 – Limiting Collection of Personal Information
Verv Tel shall limit the collection of personal information to that which is necessary for the purposes identified. Verv Tel shall collect personal information by fair and lawful means.

Principle 5 – Limiting Use, Disclosure and Retention of Personal Information
Verv Tel shall not use or disclose personal information for purposes other than those for which it was collected, except with the consent of the individual or as required by law. Verv Tel shall retain personal information only as long as necessary for the fulfillment of those purposes.

Principle 6 – Accuracy of Personal Information
Personal information shall be as accurate, complete and up-to-date as is necessary for the purposes for which it is to be used.

Principle 7 – Security Safeguards
Verv Tel shall protect personal information by security safeguards appropriate to the sensitivity of the information.

Principle 8 – Openness Concerning Policies and Practices
Verv Tel shall make readily available to customers and employees specific information about their policies and practices relating to the management of personal information.

Principle 9 – Customer and Employee Access to Personal Information
Verv Tel shall inform a customer or employee of the existence, use and disclosure of his or her personal information upon request and shall give the individual access to that information. A customer or employee shall be able to challenge the accuracy and completeness of the information and to have it amended as appropriate.

Principle 10 – Challenging Compliance
A customer or employee shall be able to address a challenge concerning compliance with the above principles to the designated person or persons accountable for Verv Tel’s compliance with the Privacy Policy.

III.       SCOPE AND APPLICATION

The ten principles that form the basis of the Privacy Policy are interrelated and Verv Tel shall adhere to the ten principles as a whole. Each principle must be read in conjunction with the accompanying commentary. As permitted by PIPEDA, the commentary in the Privacy Policy has been tailored to reflect personal information issues specific to Verv Tel.

The scope and application of the Privacy Policy are as follows:

  •      The Privacy Policy applies to personal information about customers and employees of Verv Tel that is collected, used or disclosed by Verv Tel.
  •      The Privacy Policy applies to the management of personal information in any form whether oral, electronic or written.
  •      The Privacy Policy does not impose any limits on the collection, use or disclosure of the following information by Verv Tel:

(i)    information that is publicly available, such as a customer’s name, address, telephone number and electronic address, when listed in a directory or made available through directory assistance; or

(ii)   the name, title or business address or telephone number of an employee of an organization.

The application of the Privacy Policy is subject to the requirements or provisions of any applicable legislation, regulations, tariffs or agreements, or the order or determination of any court or other lawful authority, including any applicable regulations, orders or determinations of the Canadian Radio-television and Telecommunications Commission.

  1.     DEFINITIONS

Collection – the act of gathering, acquiring, recording or obtaining personal information from any source, including third parties, by any means.

Consent – voluntary agreement with the collection, use and disclosure of personal information for defined purposes. Consent can be either express or implied and can be provided directly by the individual or by an authorized representative. Express consent can be given orally, electronically or in writing but is always unequivocal and does not require any inference on the part of Verv Tel. Implied consent is consent that can reasonably be inferred from an individual’s action or inaction.

Customer – an individual who uses, or applies to use of Verv Tel products or services or otherwise provides personal information within Verv Tel in the course of a Verv Tel’s commercial activities.

Disclosure – making personal information available to a third party.

Employee – an employee of Verv Tel.

Personal information – information about an identifiable individual, but not aggregated information that cannot be associated with a specific individual. For a customer, such information includes a customer’s credit information, billing records, service and equipment, and any recorded complaints. For an employee, such information includes information found in personal employment files, performance appraisals and medical and benefits information, but does not include the employee’s name, title, business address or business telephone number.

Third party – an individual other than the customer or his agent or an organization other than Verv Tel.

Use – the treatment, handling, and management of personal information by Verv Tel.

  1.        VERV TEL PRIVACY POLICY IN DETAIL

Principle 1 – Accountability
Verv Tel is responsible for personal information under their control and shall designate one or more persons who are accountable for compliance with the following principles.

1.1    Responsibility for ensuring compliance with the provisions of the Privacy Policy rests with the senior management of Verv Tel, which shall designate one or more persons to be accountable for compliance with the Privacy Policy. Other individuals within Verv Tel may be delegated to act on behalf of the designated person(s) or to take responsibility for the day-to-day collection and processing of personal information.

1.2    Verv Tel shall make known, upon request, the title of the person or persons designated to oversee Verv Tel compliance with the Privacy Policy.

Verv Tel has designated the Privacy Ombudsman to oversee compliance with the Privacy Policy. The Privacy Ombudsman can be contacted at

Privacy Ombudsman
Verv Tel Inc.
100 King Street West, Suite 5700
Toronto, Ontario M5X 1C7
Fax: 647-479-8337
Email: [email protected]

1.3  Verv Tel is responsible for personal information in their possession or control, including information that has been transferred to a third party for processing. Verv Tel shall use appropriate means to provide a comparable level of protection while information is being processed by a third party (see Principle 7).

1.4  Verv Tel has implemented policies and procedures to give effect to the Privacy Policy, including:

  1. a)      implementing procedures to protect personal information and to oversee Verv Tel’s compliance with the Privacy Policy;
  2. b)      establishing procedures to receive and respond to inquiries or complaints;
  3. c)      training and communicating to staff about Verv Tel policies and practices; and
  4. d)     developing public information to explain Verv Tel policies and practices.

Principle 2 – Identifying Purposes for Collection of Personal Information
Verv Tel shall identify the purposes for which personal information is collected at or before the time the information is collected.

2.1   Verv Tel collects personal information only for the following purposes:

  1. a)    To establish and maintain responsible commercial relations with customers and to provide ongoing service;
  2. b)   To understand customer needs;
  3. c)    To develop, enhance, market or provide products and services;
  4. d)   To manage and develop their business and operations, including personnel and employment matters; and
  5. e)    To meet legal and regulatory requirements.

Further references to “identified purposes” mean the purposes identified in this Principle 2.1.

2.2    Verv Tel shall specify orally, electronically or in writing the identified purposes to the customer or employee at or before the time personal information is collected. Upon request, persons collecting personal information shall explain these identified purposes or refer the individual to a designated person within Verv Tel who shall explain the purposes.

2.3   Unless required by law, Verv Tel shall not use or disclose, for any new purpose, personal information that has been collected without first identifying and documenting the new purpose and obtaining the consent of the customer or employee.

2.4       As members of the public browse the website vervtel.com.com or other websites of Verv Tel (“Sites”), advertising cookies will be placed on the users’ computers so that Verv Tel can understand consumer interests.  “Cookies” are small information packets that a website creates which are stored on the hard drive of a user’s computer by the user’s browser software. Verv Tel use cookies to track and collect information relating to use of the Sites by the public.

Principle 3 – Obtaining Consent for Collection, Use or Disclosure of Personal Information
The knowledge and consent of a customer or employee is required for the collection, use or disclosure of personal information, except where inappropriate.

3.1   In certain circumstances personal information can be collected, used or disclosed without the knowledge and consent of the individual. For example, Verv Tel may collect or use personal information without knowledge or consent if it is clearly in the interests of the individual and consent cannot be obtained in a timely way, such as when the individual is a minor, seriously ill or mentally incapacitated.
Verv Tel may also collect, use or disclose personal information without knowledge or consent if seeking the consent of the individual might defeat the purpose of collecting the information such as in the investigation of a breach of an agreement or a contravention of a federal or provincial law.
Verv Tel may also use or disclose personal information without knowledge or consent in the case of an emergency where the life, health or security of an individual is threatened.
Verv Tel may disclose personal information without knowledge or consent to a lawyer representing Verv Tel, to collect a debt, to comply with a subpoena, warrant or other court order, or as may be otherwise required by law.

3.2   In obtaining consent, Verv Tel shall use reasonable efforts to ensure that a customer or employee is advised of the identified purposes for which personal information will be used or disclosed. Purposes shall be stated in a manner that can be reasonably understood by the customer or employee.

3.3   Generally, Verv Tel shall seek consent to use and disclose personal information at the same time they collect the information. However, Verv Tel may seek consent to use and disclose personal information after it has been collected but before it is used or disclosed for a new purpose.

3.4   Verv Tel will require customers to consent to the collection, use or disclosure of personal information as a condition of the supply of a product or service only if such collection, use or disclosure is required to fulfill the identified purposes.

3.5   In determining the appropriate form of consent, Verv Tel shall take into account the sensitivity of the personal information and the reasonable expectations of their customers and employees.

3.6    In general, the use of products and services by a customer, or the acceptance of employment or benefits by an employee, constitutes implied consent for Verv Tel to collect, use and disclose personal information for all identified purposes.

3.7   A customer or employee may withdraw consent at any time, subject to legal or contractual restrictions and reasonable notice. Customers and employees may contact Verv Tel for more information regarding the implications of withdrawing consent.

Principle 4 – Limiting Collection of Personal Information
Verv Tel shall limit the collection of personal information to that which is necessary for the purposes identified. Verv Tel shall collect personal information by fair and lawful means.

4.1    Verv Tel collects personal information primarily from their customers or employees.

4.2        Verv Tel may also collect personal information from other sources including credit bureaus, employers or personal references, or other third parties that represent that they have the right to disclose the information.

Principle 5 – Limiting Use, Disclosure and Retention of Personal Information
Verv Tel shall not use or disclose personal information for purposes other than those for which it was collected, except with the consent of the individual or as required by law. Verv Tel shall retain personal information only as long as necessary for the fulfillment of those purposes.

5.1   In certain circumstances personal information can be collected, used or disclosed without the knowledge and consent of the individual. (See Principle 3.1).

5.2   In addition, Verv Tel may disclose a customer’s personal information to:

  1. a)    another telecommunications services provider for the efficient and effective provision of telecommunications services;
  2. b)   an entity involved in supplying the customer with communications or communications directory related services;
  3. c)    another entity for the development, enhancement, marketing or provision of any of the products or services of Verv Tel;
  4. d)   an agent retained by Verv Tel in connection with the collection of the customer’s account;
  5. e)    credit grantors and reporting agencies;
  6. f)    a person who, in the reasonable judgment of Verv Tel, is seeking the information as an agent of the customer; and
  7. g)   a third party or parties, where the customer consents to such disclosure or disclosure is required by law.

5.3   Verv Tel may disclose personal information about their employees:

  1. a)    for normal personnel and benefits administration;
  2. b)   in the context of providing references regarding current or former employees in response to requests from prospective employers, to the extent that such references are granted at all; or
  3. c)    where disclosure is required by law.

5.4    Only those employees of Verv Tel who require access for business reasons, or whose duties reasonably so require, are granted access to personal information about customers and employees.

5.5   Verv Tel shall keep personal information only as long as it remains necessary or relevant for the identified purposes or as required by law. Depending on the circumstances, where personal information has been used to make a decision about a customer or employee, Verv Tel shall retain, for a period of time that is reasonably sufficient to allow for access by the customer or employee, either the actual information or the rationale for making the decision.

5.6   Verv Tel shall maintain reasonable and systematic controls, schedules and practices for information and records retention and destruction which apply to personal information that is no longer necessary or relevant for the identified purposes or required by law to be retained. Such information shall be destroyed, erased or made anonymous.

Principle 6 – Accuracy of Personal Information
Personal information shall be as accurate, complete and up-to-date as is necessary for the purposes for which it is to be used.

6.1    Personal information used by Verv Tel shall be sufficiently accurate, complete and up-to-date to minimize the possibility that inappropriate information may be used to make a decision about a customer or employee.

6.2        Verv Tel shall update personal information about customers and employees as and when necessary to fulfill the identified purposes or upon notification by the individual.

Principle 7 – Security Safeguards
Verv Tel shall protect personal information by security safeguards appropriate to the sensitivity of the information.

7.1   Verv Tel shall protect personal information against such risks as loss or theft, unauthorized access, disclosure, copying, use, modification or destruction, through appropriate security measures. Verv Tel shall protect the information regardless of the format in which it is held.

7.2   Verv Tel shall protect personal information disclosed to third parties by contractual agreements stipulating the confidentiality of the information and the purposes for which it is to be used.

7.3   All employees of Verv Tel with access to personal information shall be required as a condition of employment to respect the confidentiality of personal information.

Principle 8 – Openness Concerning Policies and Practices

Verv Tel shall make readily available to customers and employees specific information about their policies and practices relating to the management of personal information.

8.1   Verv Tel shall make information about their policies and practices easy to understand, including:

  1. a)    The title and address of the person or persons accountable for Verv Tel compliance with the Privacy Policy and to whom inquiries or complaints can be forwarded;
  2. b)   The means of gaining access to personal information held by Verv Tel; and
  3. c)    A description of the type of personal information held by Verv Tel, including a general account of its use.

8.2    Verv Tel shall make available information to help customers and employees exercise choices regarding the use of their personal information and the privacy-enhancing services available from Verv Tel.

Principle 9 – Customer and Employee Access to Personal Information
Verv Tel shall inform a customer or employee of the existence, use and disclosure of his or her personal information upon request and shall give the individual access to that information. A customer or employee shall be able to challenge the accuracy and completeness of the information and to have it amended as appropriate.

9.1   Upon request, Verv Tel shall afford to a customer or an employee a reasonable opportunity to review the personal information in the individual’s file. Personal information shall be provided in understandable form within a reasonable time and at minimal or no cost to the individual.

9.2    In certain situations, Verv Tel may not be able to provide access to all of the personal information that they hold about a customer or employee. For example, Verv Tel may not provide access to information if doing so would likely reveal personal information about a third party or could reasonably be expected to threaten the life or security of another individual. Also, Verv Tel may not provide access to information if disclosure would reveal confidential commercial information, if the information is protected by solicitor-client privilege, if the information was generated in the course of a formal dispute resolution process, or if the information was collected in relation to the investigation of a breach of an agreement or a contravention of a federal or provincial law. If access to personal information cannot be provided, Verv Tel shall provide the reasons for denying access upon request.

9.3   Upon request, Verv Tel shall provide an account of the use and disclosure of personal information and, where reasonably possible, shall state the source of the information. In providing an account of disclosure, Verv Tel shall provide a list of organizations to which it may have disclosed personal information about the individual when it is not possible to provide an actual list.

9.4   In order to safeguard personal information, a customer or employee may be required to provide sufficient identification information to permit Verv Tel to account for the existence, use and disclosure of personal information and to authorize access to the individual’s file. Any such information shall be used only for this purpose.

9.5   Verv Tel shall promptly correct or complete any personal information found to be inaccurate or incomplete. Any unresolved differences as to accuracy or completeness shall be noted in the individual’s file. Where appropriate, Verv Tel shall transmit to third parties having access to the personal information in question any amended information or the existence of any unresolved differences.

9.6   A customer can obtain information or seek access to his or her individual file by contacting a designated representative at 1-877-884-3049 to [email protected]

9.7   An employee can obtain information or seek access to his or her individual file by contacting his or her immediate supervisor within Verv Tel.

Principle 10 – Challenging Compliance
A customer or employee shall be able to address a challenge concerning compliance with the above principles to the designated person or persons accountable for Verv Tel compliance with the Privacy Policy.

10.1  Verv Tel shall maintain procedures for addressing and responding to all inquiries or complaints from their customers and employees about Verv Tel handling of personal information.

10.2  Verv Tel shall inform their customers and employees about the existence of these procedures as well as the availability of complaint procedures.

10.3 The person or persons accountable for compliance with the Privacy Policy may seek external advice where appropriate before providing a final response to individual complaints.

10.4 Verv Tel shall investigate all complaints concerning compliance with the Privacy Policy. If a complaint is found to be justified, Verv Tel shall take appropriate measures to resolve the complaint including, if necessary, amending its policies and procedures. A customer or employee shall be informed of the outcome of the investigation regarding his or her complaint.

For inquiries, complaints or more information contact:

Privacy Ombudsman
Verv Tel Inc.
100 King Street West, Suite 5700
Toronto, Ontario M5X 1C7
Fax: 519-360-1716
Email: [email protected]

  1.       THE PRIVACY POLICY IN PRACTICE – QUESTIONS AND ANSWERS
  2.        Why does Verv Tel have a Privacy Policy?
    A.         Our Privacy Policy ensures that our commitment to your privacy is upheld. The Privacy Policy reflects our most recent policies setting out your rights and our obligations respecting the treatment of your personal information by Verv Tel. The Privacy Policy complies with the requirements of the Personal Information Protection and Electronic Documents Act as well as the Canadian Standards Association Model Code for the Protection of Personal Information. (A summary of the principles underlying the Privacy Policy is included in Section II above.)
  3.        How do Verv Tel ensure that their employees and agents adhere to the Privacy Policy when handling personal information?
    A.         Employees and agents acting on our behalf are required to adhere to the Privacy Policy. All of our employees who have access to personal information are trained in the handling of such information, and new employees receive training on privacy as a fundamental part of their initial company training. All of our employees must review and commit to the Privacy Policy annually.
  4.        What is personal information?
    A.         Personal information is information about an identifiable individual. This includes information about your product and service subscriptions and usage. Publicly available information, such as a public directory listing of your name, address, telephone number, electronic address, is not considered to be personal information.
  5.        Why does Verv Tel collect information?
    A.         Collecting information helps us serve you better. Verv Tel collects personal information only for the following purposes:
  •                  to establish and maintain responsible commercial relations with you and provide you with ongoing service;
  •                  to understand your needs and eligibility for products & services;
  •                  to recommend particular products & services to meet your needs;
  •                  to develop, enhance, market or provide products and services;
  •                  to manage and develop the business and operations of Verv Tel , including personnel and employment matters; and
  •                  to meet legal and regulatory requirements.

Your personal information will not be used for any other purpose without your consent.

  1.        Why do we share information within Verv Tel?
    A.        Sharing information within Verv Tel helps us understand your full needs and serve you better. Such sharing helps us identify your information, communication, and entertainment needs, and provide you with relevant information, advice, products and services. In some cases, certain products and service are available only from some of Verv Tel and not others. Therefore, in such cases, the sharing of information may also be necessary for the provision of certain bundles of products and/or services. Should you identify incorrect or outdated information to us, we will make the necessary changes promptly.
  2.           Can I withdraw my consent to the sharing of information within Verv Tel when such sharing is for the purpose of promoting products and services?
    A.           You may decide that you prefer us not to share your personal information among Verv Tel to promote products and services. If this is the case, you may advise us by calling us at1-877-884-3049.
  3.        Do you share personal information with any other parties, and if so, who?
    A.         Our general policy is not to provide personal information to any party outside of Verv Tel. However, there are certain limited circumstances, outlined below, in which it is necessary to do so. When we do provide personal information to third parties, we provide only that information that is required in the circumstances. Information provided to third parties is used only for the purpose stipulated and is subject to strict terms of confidentiality. Employees of the to whom we may provide information must adhere to our privacy standards.

Third parties to whom we may have to provide personal information include:

  •         An agent acting on behalf any one of Verv Tel, such as an entity hired to perform installation or maintenance on our behalf;
  •         Another communications service provider, in order to offer efficient and effective communications services (e.g., to provide dialup Internet services while outside our coverage area for Internet services);
  •         A collection agency, for the express purpose of the collection of past due bills;
  •         Law enforcement agencies, in emergencies, for internal security matters, or where required by court order or search warrant; and
  •         Emergency services, in emergency situations.
  1.        How do Verv Tel safeguard personal information?
    A.         We take all of the necessary precautions to ensure the safeguarding of your information, whether it is stored electronically or in paper format. In all cases, information is retained in secure facilities, protected from unauthorized access and kept only as long as is reasonably required. For example, our electronic files are backed up for redundancy, password protected and accessible only by authorized employees, on a need-to-know basis.
  2.        What are “cookies” and do Verv Tel use them?
    A.         During user interaction with one of our Internet sites, we may use a browser feature called a “cookie” to collect information anonymously and track user patterns on our web sites. A cookie is a small text file containing a unique identification number that identifies your browser – but not you – to our computer systems each time you visit one of our sites that uses cookies. Cookies tell us which pages of our sites are visited and by how many people. This helps us to enhance the on-line experience of visitors to our sites.
    Unless you specifically advise us, we will not know who you are, even though we may assign the browser associated with your computer a cookie. We cannot use cookies, by themselves, to disclose the individual identity of any site user, and we do not combine information gathered by a cookie with personally identifiable information like your name, telephone number, or email address without your consent.
    Most major web sites use cookies and most major browsers are set up to accept them. If you wish, you can set your browser either to notify you when you have received a cookie, or to refuse to accept cookies. You do not need cookies to visit the web sites of Verv Tel. However, if you refuse to accept cookies, you may not be able to use some of the features available on our sites, such as personalization features.
  3.        What do I do if I have further questions or concerns?
    A.         If you have further questions or concerns about your privacy, you can contact us at1-877-884-3049 or at [email protected]Our customer service representatives will assist you in this regard
  4.        Who is responsible for overall compliance with the Privacy Policy?
    A.         Verv Tel Privacy Ombudsman has overall responsibility for Verv Tel compliance with the Privacy Policy and applicable privacy restrictions. If you still have unresolved concerns with respect to the treatment of your personal information by one of Verv Tel after contacting us at1-877-884-3049 or by sending an email containing such a request [email protected], you may address these concerns, in writing, to the Privacy Ombudsman.

You should write to:

Privacy Ombudsman
Verv Tel Inc.
100 King Street West, Suite 5700

Toronto, Ontario M4Y 1T5
Fax: 647-479-8337

Please note that complaints to the Privacy Ombudsman must be in writing and may be delivered only by mail or fax.

  1.           Is there a further complaint procedure?
    A.           If Verv Tel Privacy Ombudsman does not resolve a privacy issue to your satisfaction, you may file a complaint with the Privacy Commissioner of Canada by writing to:

Privacy Commissioner of Canada
112 Kent Street
Place de Ville
Tower B, 3rd Floor
Ottawa, Ontario
K1A 1H3

VII.     ADDITIONAL INFORMATION

For a copy of the Personal Information Protection and Electronic Documents Act, please see the Privacy Commissioner of Canada website at http://www.priv.gc.ca/.

For copies of the CSA Model Code for the Protection of Personal Information contact:

Canadian Standards Association
5060 Spectrum Way
Mississauga, Ontario
L4W 5N6

For more information on the CSA Model Code visit the CSA Web Site at: http://www.csa.ca/cm/ca/en/search.


Acceptable Use Policy
  1.          INTRODUCTION

Verv Tel Inc. and its various affiliates and subsidiaries (collectively “we”, “us”, “our”) are committed to being responsible network citizens. To assist us in protecting the usefulness and enjoyment of the Internet, you agree to abide by the terms of this Acceptable Use Policy (the “AUP”). Any violation of this AUP will constitute a violation of the terms of the Terms and Conditions of Service (“Terms of Service”), which form part of your End-User Service Agreement (“Agreement”) with us, and such violation may result in the termination of such Agreement and/or suspension of your Service thereunder.

IF YOU DO NOT AGREE TO BE BOUND BY THE TERMS OF SERVICE AND THIS AUP, AS AMENDED FROM TIME TO TIME, YOU SHOULD IMMEDIATELY STOP USING THE SERVICES AND NOTIFY Verv Tel THAT YOU ARE TERMINATING THE SERVICES.

If you have any questions about this AUP, by one of the following means:

  •       Email: [email protected];
  •       Telephone: 877-884-3049;
  •       Fax: 647-479-8337; or
  •       By writing to: Verv Tel Inc., Attention: Customer Care, 100 King Street West, Suite 5700, Toronto, ON. M5X 1C7.

For the purposes of this AUP, “Internet host” means any computer or electronic device connected to the Internet. Terms not otherwise defined in this AUP will have the meanings set out in the Terms of Service.

  1.        GENERAL

Your Service is solely for your personal use; without limitation, you may not use the Service or any equipment provided in connection with the Service for operation of an Internet service provider’s business. You may also not use it for any commercial purpose, unless specifically authorized pursuant to a written agreement between us and you, and where such authorization exists, the commercial use must conform to all of the terms of any such agreement.

Harassing or abusive language or actions, whether verbal, written or otherwise, of our employees, suppliers, agents and representatives is strictly prohibited and will not be tolerated.

You are prohibited from using the Service for activities that include, but are not limited to:

Invading another person’s privacy;

Access or attempt to access any Internet host, computer, software or data belonging to any other person without that person’s authorization, or use any tools designed to facilitate such access, such as “packet sniffers”;

Transmitting unsolicited messages that, in our sole judgment, cause significant disruption or elicit complaints from other Internet users.

Restricting or inhibiting any other user from using or enjoying the Internet, impairing the operations or efficiency of the Service or creating an unusually large burden on our networks.

Exceeding any bandwidth or data storage caps or other limitations of the Service or any applicable and lawful requirement imposed by another provider of telecommunications services providing underlying high-speed, Internet or other services to us.

Harassing users or groups in any way including but not limited to defaming, abusing, stalking, threatening or otherwise violating the legal rights of others.

Impersonating other subscribers of ours or of other Internet service providers or any other person or entity in any way, or engaging in any other fraudulent activities, including but not limited to, forging anyone’s digital or manual signature.

Uploading or downloading, transmitting, posting, publishing, disseminating, receiving, retrieving, storing or otherwise reproducing, distributing or providing access to information, software, files or other material that: (i) are protected by copyright or other intellectual property rights, without prior authorization from the rights holder(s); (ii) are defamatory, obscene, child pornography or hate literature; (iii) constitute invasion of privacy, appropriation of personality, or unauthorized linking or framing; or (iv) are otherwise unlawful.

Falsifying or deleting any author attributions, legal or other proper notices or proprietary designations or labels of the origin or source of software or other material contained in a file.

Transmitting, posting, publishing, disseminating, receiving, retrieving, storing or otherwise reproducing, distributing or providing access to any files, programs or information designed to assist users in defeating copy-protection, registration and any other anti-theft mechanisms associated with commercial or shareware programs.

Transmitting, posting, publishing, disseminating, receiving, retrieving, storing or otherwise reproducing, distributing or providing access to any files, programs or information (including, without limitations, guessing programs, cracking tools or network probing tools) designed to assist users in compromising the security of the Service, our network or telecommunications services.

Transmitting, posting, publishing, disseminating, receiving, retrieving, storing or otherwise reproducing, distributing or providing access to any files, programs or information designed to assist in the fraudulent use of telecommunications services.

Interfering with computer networking or telecommunications systems and/or service to or from any Internet user, host, server or network, including but not limited to compromising the security of or tampering with system resources or accounts, denial of service attacks, overloading a service, improper seizure and abuse of operator privileges (“hacking”) or attempting to “crash” a host, disrupting sessions of other Internet users or consuming excessive amounts of central processing unit time, memory or disk space;

Using an Internet host’s resources in a manner which is not authorized by its administrators. This includes mail relaying, transmitting chain letters, make-money-fast or pyramid style schemes of any sort.

Posting or transmitting any information or software which contains a virus, “cancelbot”, “trojan horse”, “worm” or other harmful or disruptive component.

Unless you have purchased Services that are specifically designed and authorized to support such functionalities, operating a server in connection with the Services including but not limited to mail, news, file, gopher, telnet, chat, web, or host configuration servers, multimedia streamers, or multi-user interactive forums.

Reselling any of the Services or using the Services other than for your own personal purposes. Without limiting the foregoing, you agree that you will not use the Services to provide Internet access or any other feature of the Services to any third party.

Transmitting, posting, receiving, retrieving, storing or otherwise reproducing, distributing or providing access to any program or information constituting or encouraging conduct that would constitute a criminal offence or give rise to civil liability.

Violating or breaching any applicable laws and/or regulations.

III.       ELECTRONIC MAIL

Our email service, as further described in your Agreement, is for your personal use. You may not sublicense, distribute, transfer, or sell the email service or any portion thereof.

You agree to use the email service only to send and receive messages and material that are proper. In addition to the general terms set out above, and by way of example, and not as a limitation, you agree that when using the email service, you will not:

Use such service in connection with pyramid schemes, spamming or any unsolicited messages (commercial or otherwise).

Restrict or inhibit any other user from using or enjoying such service.

Create a false identity for the purpose of misleading others or forge the headers of your email messages in any way.

Use, download or otherwise copy, or provide (whether or not for a fee) to a person or entity any directory of users of such service or other user or usage information or any portion thereof.

Promote or facilitate the transmission of unsolicited email messages.

Attach an excessively long signature to your messages.

Send messages to disrupt or cause difficulties in receiving other email.

In the event that you maintain one or more bulk “opt-in” email lists, you must have a method of confirmation of subscriptions and be able to provide such information when requested by us. At our discretion, if no such evidence is available, such bulk emailings may be considered unsolicited.

We reserve the right, in our sole discretion, to set an upper limit on the number of recipients of customer initiated email, the number of subscribers on a customer’s bulk “opt-in” email lists, and the number of messages a customer may send or receive through our email service.

Neither we nor any of our suppliers have any obligation to monitor the email service. However, we and our suppliers reserve the right to review materials sent through such service, and to remove any materials in our/their sole discretion. We, in our sole discretion, may terminate your access to the email service at any time, without notice.

We, and our suppliers, reserve the right at all times to disclose any information as we/they, in our/their sole discretion, deem necessary to satisfy any applicable law, regulation, legal process or governmental request. We and our suppliers further reserve the right at all times to edit, refuse to post or to remove any information or materials, in whole or in part, in our/their sole discretion.

  1.       NEWSGROUPS / DISCUSSION FORUMS

In addition to the general terms set out above, while posting to newsgroups or any other discussion forum, you are prohibited from conducting activities that include, but are not limited to:

Posting advertisements, commercial or unsolicited messages of any kind, unless expressly permitted by the charter or FAQ of the applicable newsgroup or discussion forum.

Posting binary or excessively large files of any kind, unless expressly permitted by the charter or FAQ of the applicable newsgroup or discussion forum.

Posting substantially identical messages to more than ten newsgroups.

Attaching an excessively long signature to your messages.

Forging the headers of your postings in any way.

Newsgroup and forum postings must comply with each newsgroup’s or discussion forum’s respective charter or FAQ.

  1.        INTERNET RELAY CHAT (“IRC”)/CHAT

In addition to the general terms set out above, while using IRC or any other chat service, you are prohibited from conducting activities that include, but are not limited to:

Sending messages that include advertisements or commercial content of any kind in an unsolicited matter.

Attempting a “denial of service” attack either automated via a bot or conducted manually.

Additionally, while using an IRC Server or any other chat service, you must be in full compliance with the rules and regulations set out by the server administrator.

  1.       NETWORK / SECURITY

In addition to the general terms set out above, you are prohibited from using the Service for activities that include, but are not limited to:

Sharing of your Account userid(s) and password(s) for the purpose of concurrent login sessions from the same Account.

Causing an Internet host to become unable to effectively service requests from other hosts.

Analyzing or penetrating an Internet host’s security mechanisms.

Forging any part of the TCP/IP packet headers in any way.

Committing any act that may compromise the security of your Internet host in any way.

As further set out in your Agreement, you are solely responsible for the security of your system and Account. We will offer full co-operation with law enforcement agencies in connection with any investigation arising from a breach of this AUP.

In the event that numerous complaints are received by our staff in regards to any breaches of this AUP, at our discretion a processing fee per complaint received, in addition to an administration fee, may be applied to your Account. This remedy is in addition to any other remedy that we may apply for any single or repeated complaints or while we are investigating any such complaint(s), and such additional remedies may include, without limitation, suspension or termination of the provision of the Service or any part thereof to you and/or terminating the Agreement, which may be done at any time and without prior notice to you.

VII.     MISCELLANEOUS

We may at any time and from time to time amend this AUP by posting notice of the amended AUP on our website(s) or by sending you notice via email to the primary email account associated with your Account, and such modification shall be effective as of the earlier of the date of posting of the modified AUP or the date identified in the email, as applicable.

The AUP is governed exclusively by and construed in accordance with the laws of the province or territory in which your billing address is located, but if your billing address is outside of Canada, the AUP is governed exclusively by the laws of the province of Ontario and you submit to the jurisdiction of the courts of Ontario. If any provision in this AUP is declared to be invalid or in conflict with any such law or regulation, that provision may be deleted or modified without affecting the validity of the other provisions.

Our failure to insist upon or enforce strict performance of any provision of this AUP shall not be construed as a waiver of any provision or right.

The parties have required that this Acceptable Use Policy and all related documents be drawn up in English. Les parties ont demandé que cette Politique D’utilisation Acceptable ainsi que tous les documents qui s’y rattachent soient rédigés en anglais.


Traffic Management Policies

Verv Tel employs no traffic management policies. However our underlying carriers or providers may. We take no responsibility for the management outside of the Verv Tel Network. In some cases we may prioritize Voice and other time sensitive traffic to improve overall network performance.


Other Terms

Cancellation of Services

Requests for cancellation must occur over the phone or in writing.  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. If you are on a contract term you may be subject to the early termination fee provided to you at the time of agreeing to the terms of your service contract.

No refunds or credits are issued for any unused monthly services or hardware.  Please allow 5 business days for cancellations to be processed.

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. Verv Tel 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. Shipping fees will 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. There is a 20% restocking fee on the hardware. Refunds for undamaged hardware will not be issued until the hardware is received and verified by Verv Tel.

Shipping fees are non-refundable.

Downtime Courtesy

Your account must have gone through extensive troubleshooting to be eligible to receive any refund or downtime credit. 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 1 year manufacturer’s warranty applies to all modems, phones and adaptors. Verv Tel will assist customers with manufacturers warranty claims where possible.

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.

Customers must make arrangements to return items at their expense to Verv Tel within 15 days of purchase. Not all items are refundable, contact Verv Tel for verification.

Refunds subject to 25% restocking fee and will only be issued after returns are verified. Equipment must be in original condition with all components, manuals, and accessories. Shipping is non-refundable.

Price Reviews

No less than 30 days prior to the end of any Service Contract, and at any time upon 30 days notice to you with respect to Month to Month Verv Tel may increase the Fees in relation to your Services. Verv Tel may increase the Fees during any  Service Contract due to a significant change of financial exposures and will give sixty (60) days’ notice of any such increase in Fees. Where such Fee change is in excess of 10% of the total MRC, Customer is entitled to terminate the Services for which the Fee change has been applied and provided Customer has given notice of its intent to terminate to Verv Tel within thirty (30) days of receiving notice of the price increase.

Directory Listings

Verv Tel does not include directory listing services. Services may be available and are subject to restrictions. Contact our customer care team for more information at 877-884-3049.

911 Fees

Verv Tel charges a fee not included in the listed price for all SMARTVOICE services. Please contact us for information on this fee.

Service Quality

We can not guarantee the quality of your voice service if you do  not subscribe to the SMARTCONNECT Internet services. As such we do not issue credits or advanced support on this as we have no control or access to your internet account or information.

Speed Change Fee

Changing internet speed is subject to a fee. Please contact us at 877-884-3049 for more information on this.

Install Fee

Verv Tel charges a standard install fee of $50 for all DSL Internet connections.

SMARTVOICE Business  Termination Penalty

We reserve the right to administer a fee of 25% of the total value of the remainder of your contract. (months remaining X monthly invoice value X .25 = early termination fee)

Additional Terms
One Free concurrent VPN connection provided, additional connections $5/mo each
Lowest Fees for setup, installation, required hardware or deposits
Lowest Fees for competitors listed only on this page
Maximum Download and Upload speeds not guaranteed
Modem Rental required at an additional $12/month for 25/50Mbps service
Modem Rental required at an additional $6/mo for 6/10/15Mpbs service
Unlimited calling excludes NT, YT, NU, AK, HI, PR. Subject to fair use
Number porting fee of $20 may apply.
We provide one free VoIP for customers in a Phone Internet Bundle or who sign for a contract term. The adaptor must be returned in good working condition and must not be broken or damaged. Broken and damaged unit fee of $50 applies.
We strive for accuracy on this page, but it for informational purposes only and subject to verification. If the content on this page does not match the Verv Tel system information, the Verv Tel system will be considered accurate. We will not be held liable for inaccurate pricing on this page.
We reserve the right to change this information at any time without notice and your use of our site, systems or network constitutes your acceptance of these terms.
Service not available in all areas.
Some rural areas my be subject to an additional fee.

Verv Tel is not responsible or liable for such errors, inaccuracies and omissions. Verv Tel does not warranty the accuracy and reliability of information on this website. It is not under obligation to commit to update any of the information contained in this website.


¹

Verv Tel 911 service will not work in the event of a power outage. This service is provided on a best effort basis and is not guaranteed to work. Verv Tel nor any of its partners, affiliates, or other sub-contractors shall be held responsible or liable for any damages from the use of this service. Use of any Verv Tel service or web application constitutes your agreement acceptance to these terms available at www.vervtel.com/legal.

¹Unlimited Data and Unlimited Calling subject to fair use. Information available at www.vervtel.com/legal
One Free concurrent VPN connection provided, additional connections $5/mo each
Promotional credits will be posted to accounts within 90 days.
Promotional offer valid on a one year term only.
$50 account credit for new bundle customers. $25 account credit for new single service customers. Limited time only. May be cancelled at any time without notice.
Account must be in good standing and payment terms kept or promotion void.
Maximum Download and Upload speeds not guaranteed
911 Fee not included in pricing for phone service.
Prices in Canadian Dollars and do not include applicable taxes and fees.
Modem Rental required at an additional $12/month for 25/50Mbps service
Modem Rental required at an additional $6/mo for 6/10/15Mpbs service
Unlimited calling excludes NT, YT, NU, AK, HI, PR. Subject to fair use
www.vervtel.com/legal
Number porting fee of $20 may apply.
We provide one free VoIP. The adaptor must be returned in good working condition and must not be broken or damaged. Broken and damaged unit fee of $50 applies.
We strive for accuracy on this page, but it for informational purposes only and subject to verification. If the content on this page does not match the Verv Tel system information, the Verv Tel system will be considered accurate. We will not be held liable for inaccurate pricing on this page.
We reserve the right to change this information at any time without notice and your use of our site, systems or network constitutes your acceptance of these terms.

Service not available in all areas.
Some rural areas my be subject to an additional fee.
Use of this site and any Verv Tel service constitutes your acceptance of these terms and all Terms located at www.vervtel.com/legal.

Verv Tel is not responsible or liable for such errors, inaccuracies and omissions. Verv Tel does not warranty the accuracy and reliability of information on this website. It is not under obligation to commit to update any of the information contained in this website.