Warranty, Returns & Cancellation Policies

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

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

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

Requests for cancellation must occur in writing via mail, email or other written document. Cancellations can only be requested by the account holder and must be submitted no more than 30 days in advance of the requested cancellation date. All cancellations are final.

• Clients cancelling an account under an active contract must pay 50% of the remaining obligation, or the amount stipulated in the contract if different.
• No refunds or credits are issued for unused monthly services or hardware.
• Please allow up to 5 business days for cancellations to be processed.
• All hardware including modems and routers through Truespeed's rental program must be returned with all power adapters and cords upon account cancellation.

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

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

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

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

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