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Terms and conditions of services 2019-05-20T12:48:55+00:00

Terms of services



It is the customer's responsibility to know the contract, which constitutes a legal agreement between Transat Telecom and its customers.

Transat Telecom enters into agreements with clients who have reached the legal age of majority based on their dates of birth and considers that the client is authorized to enter into this agreement. It is, therefore, the responsibility of the customer to indicate any information indicating that the agreement can not take place.

Any hidden or misleading information would result in the transfer of the customer in the list of clients banned from the company.

The agreement

The agreement is considered valid from the moment you place your order.

For monthly subscriptions, the customer has the right to break the agreement at any time.

For semi-annual and annual subscriptions, therefore of a definite duration, the customer has the right to break the agreement at any time. In addition, a refund of the remaining months of the agreement, at the monthly rate in effect at the time of the agreement, will be made, however, the customer could pay a penalty fee calculated according to its contract period (see more details at the cancellation and refund section).

This agreement concerns Transat Telecom's Internet access and telephony services.Transat Telecom is required to provide the necessary equipment for its services(depending on the option available at that time, whether purchase or rental), such as the modem and the adapter, however, the customer may use its own equipment or modem and it will be fully responsible for its operation on the Transat Telecom network and its configuration if necessary. The customer is responsible for the recovery of the equipment before the date of the installation of the service or to choose the option of sending by the post office (a postage will be added to the invoice).

Rental / purchase of appliances is non-refundable.

Equipment provided by Transat Telecom for free rental is the property of the company and must be returned at the end of the agreement. In the case of a free rental, these equipment’s come without any guarantee, in the case of breakage, defective or malfunction, the customer must buy his own equipment.

Transat Telecom can modify the agreement and its terms by giving its customers 30 day's notice, by phone or email. However, the customer has the right to refuse any change in the terms of the agreement and to break it.

The customer can not modify the terms of an agreement.

If the customer chooses the purchase option for the modem or the router, it will come with a one-month warranty with Transat Telecom and one year with the manufacturer.

The agreement between Transat Telecom and its customers is regulated by the federal government of Canada. The federal laws and regulations of Canada as well as the province or service offered are applicable.

Condition of rent/purchase of equipments

The rental equipment belongs to Transat Telecom and the customer is responsible for any damage done to this equipment. Equipment rental must be returned in their original packaging and in original aesthetic and operating conditions. Otherwise, the customer could be held responsible for paying the purchase costs of equipment rental.All equipment rental must be returned within fifteen (15) days of the date of cancellation of the service. Otherwise, the customer could be held responsible for paying the purchase costs of equipment rental.

All equipment for rental or rent free must be returned within fifteen (15) days of the date of cancellation of the service. Otherwise, the customer could be held responsible for paying the purchase costs of equipment rental.

The customer must return the equipment at his own expense (if applicable) to a Transat Telecom service point. Transat Telecom will replace free of charge and without any other expenses the defective equipment in the case where the customer has paid a rent in advance on the equipment. Equipment provided free rental is neither guaranteed or replaceable, in this case, the customer understands that he must buy new equipment and that Transat Telecom is not responsible for the interruption of its service.

In the case of a technical defect, all equipment must be returned to Transat Telecom who will be the manufacturer's representative for the repair of equipment.Purchase: All equipment purchased by the customer from Transat Telecom is the property of the customer. Equipment purchased from Transat Telecom can not be refunded or returned except at the discretion of the company upon prior authorization.

Conditions for using your own modem (non-inventory modem)

The customer has the right to use his own modem, however, he is fully responsible for the proper functioning of the latter on the Transat Telecom network and its configuration. It is the customer's responsibility to verify that the modem is approved and compatible with the network before ordering and paying the bill. If the modem is compatible and approved, but it turns out that it does not work, the customer indemnifies Transat Telecom for any prosecution or costs related to its decision to use its own modem, this includes the costs of installation and addition of this off-inventory modem and file opening that are not refundable. If a modem is approved, but its serial number is used by another provider, it is possible that the modem can not be transferred to Transat Telecom. Transat Telecom is not responsible for the malfunction of a modem when the customer chooses to use his own modem.

When transferring a modem from a supplier to Transat Telecom, the customer must expect a minimum of 3 business days, or his service will be completely interrupted. The service will be confirmed active on the date on which the service was installed by Transat Telecom and not on the date on which the transfer of the customer's non-inventory modem is made. The modem transfer period may exceed 3 business days in certain circumstances and Transat Telecom can not be held responsible for this delay or costs arising from this.

Duration and Renewal

The agreement between Transat Telecom and its customers ends at the end of the term of the chosen plan. However, it is possible to renew the agreement according to the new rates in effect and the new promotions in progress.

Customers already promoted may have access to other promotions in effect prior to the end of the agreement; however, a $ 60 fee will be retained for the change. In addition, the customer may, at any time during the agreement, have a new service at the regular price.

For monthly plans, Transat Telecom provides customers with invoices in the customer area at the beginning of the cycle. For semi-annual and annual packages, Transat Telecom requires payment to be made at the time of the agreement for the full amount, failing which, the agreement will be canceled.

Payment policy and modality

The Transat Telecom service is prepaid, which means that the customer must pay for his service before the period begins. For example, the payment for the period of service from June 1st to June 30th must be received by May 31st. In the event that payment is not received on time, Transat Telecom has the right to suspend your services until receipt of payment covering the total balance due. It should be known that the period of time or service will be suspended for non-payment will not be subject to any credit. It is the total responsibility of the customer to make payment on time in order to benefit from these services.

Transat Telecom has two payment methods:

Automatic debits from the customer's credit card.

Pre-authorized payments (customer's bank account).

In both cases, the customer authorizes Transat Telecom to deduct the amount of the invoice, the unpaid charges and the interest, if any. The choice of these methods of payment constitutes clear authorization from the customer. The customer must also ensure the validity of his credit card and notify us of any modification related to it.

Transat Telecom is not liable to its customers for additional fees generated automatically by their banking institutions in the case of a balance without provisions.

Temporary suspension

The customer has the right to suspend the Internet service of Transat Telecom for a maximum period of two consecutive months (through the FTTN service) and six months through the cable service. The customer is only entitled to one suspension of services per year. Temporary suspension fees are $ 25 per month (FTTN) for Internet packages and $20 per month (Cable).

Temporary suspension costs are $ 25 per month for Internet packages and $ 30 for duets (Internet and telephony). For the telephony service, no temporary suspension Is possible.

For the telephony service, no temporary suspension is possible.

Promotion

Customers who have already benefited from a promotion must wait until the end of the agreement to access, free of charge, new promotions in force, if applicable. That if at the end of the promotion agreement are available, otherwise the prices will remain the same.Customers who have already benefited from a promotion can have access to the new promotions in force and this before the end of the agreement; however, a fee of $ 60 will be retained for the change.

Customers who have already been promoted may have access to new promotions in effect prior to the end of the agreement; however, a $ 60 fee will be charged for the change.

Profile change fee

Change of speed with the same technology: 29.95 dollars.

Change in speed and technology: the cost of installing to the new network, plus the costs associated with the new modem compatible with the new technology.

Cancellation and refund

The customer acknowledges and agrees that Transat Telecom has the right (under certain conditions) to terminate the agreement or suspend any service by giving 30 days notice by telephone or email. Transat Telecom reserves the right to terminate the agreement or suspend any service, giving notice by telephone or email in the case of non-payment of service fees, a violation of the policy management of abuse, unlawful use of Transat Telecom's services or any breach of Transat Telecom's policy.

The customer is obliged to pay all the expenses related to his Transat Telecom account, even if Transat Telecom terminates the agreement for one of the above reasons. Amounts due in respect of the period prior to the effective date of Transat Telecom's action and any costs incurred, if any, for the recovery of unpaid amounts must be paid.

In the case of the semi-annual or annual agreement, the service fees paid by the customer, in advance, will be reimbursed by Transat Telecom from the effective date of the end of the agreement, in accordance with current regulations.

It is the customer's duty to communicate with us by phone or email to advise us of any changes to our service. Rental / purchase of appliances is non-refundable. The Agreement shall enter into force upon acceptance of this Agreement and shall remain in effect until terminated.

The customer may at any time and upon payment of the price of services then rendered and fees, if any, terminate the Contract. In the event that the contract is terminated, you agree to return within 15 days any equipment rented or loaned. Transat Telecom may interrupt the services or terminate the contract when the customer is in default of meeting its obligations under the contract and this by notifying him in advance by Email.

The customer may, at any time and at his discretion, terminate the contract by sending a notice by telephone or email to Transat Telecom. This termination automatically takes effect from the transmission of this notice or the date indicated in this notice by the customer.

Fixed-term contract:

– If you take a fixed-term contract, it comes into effect from the activation date of your first service. In the event of termination of a contract, the customer shall pay Transat Telecom as damages a maximum indemnity which corresponds to at least the following amounts: $ 50 or a sum representing not more than 10% of the price of the contracted services that have not been provided.

Contract for an indefinite period:

In the event of unilateral termination by the customer of a contract of indefinite duration, no termination indemnity may be claimed.

Return of rented equipment:

in the event that the equipment necessary for the operation of the service is provided to the customer for rental or rent for free of charge, this equipment must be returned in good working order to Transat Telecom within 15 days of the date of termination otherwise Transat Telecom is entitled to claim from the customer the corresponding residual value.

During a move, the customer is responsible for contacting Transat Telecom before the moving date to update the address and account information.