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Terms of Service - Canada

Thanks for choosing ACENET WIRELESS. Please read these Terms & Conditions, which contain important information about your relationship with ACENET WIRELESS, including mandatory arbitration of disputes between us, instead of class actions or jury trials. You will become bound by these provisions once you accept these Terms and Conditions.

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Introductory Information

Please read these Terms and Conditions (“Agreement”, “Terms and Conditions”) carefully before using http://acenetwireless.com (“the Site”) operated by ACENET WIRELESS Inc (“us”, “we”, or “our”). This Agreement sets forth the legally binding terms and conditions for your use of the Site at http://acenetwireless.com.
BY ACCESSING OR USING THE SITE IN ANY MANNER, INCLUDING, BUT NOT LIMITED TO, VISITING OR BROWSING THE SITE OR CONTRIBUTING CONTENT OR OTHER MATERIALS TO THE SITE, YOU AGREE TO BE BOUND BY THESE TERMS AND CONDITIONS.
ACENET WIRELESS services that you subscribe to or purchase under a service agreement or receive from or through ACENET WIRELESS, including mobile services (“Services”); and any device or equipment used to access the Services or used with the Services (“Equipment”).

ACENET WIRELESS Terms of Service

These Terms work together with the following materials to form your complete agreement (“Agreement”) with us, and provide you with the important information you need to help you fully understand your Services:
 
Your service agreement for the specific Service you subscribe to (such as a mobile service agreement agreement).
Our Acceptable Use Policy, which sets out the rules, policies and limits you must abide by when using the Services. Our Acceptable Use Policy lists examples of prohibited activities and unlawful or inappropriate content and gives us the right to remove content and/or suspend or terminate your Services if you violate the policy.
 
Our Privacy Policy, which sets out our policies in relation to the collection, use and disclosure of your personal information. Our Privacy Policy details why we collect customer information, how we use it and how we share it, and specifies how to contact us if you would like more information on our personal information handling practices.
Any additional terms and conditions that may apply to a specific Service that you subscribe to or use.
Any ACENET WIRELESS material describing your Services or products you purchase.
Your Agreement, with any amendments, is the entire agreement between you and ACENET WIRELESS for the applicable Services. If there is any inconsistency between the materials listed above and these Terms, these Terms will prevail.

Responsibility for Complying with the agreement

You, as account holder, are responsible for complying with the Agreement. Among other things, you are responsible for:
 
All charges on your account:
 
Ensuring that anyone who uses Services under your account or with your authorization complies with the Agreement;
Ensuring that others do not gain unauthorized access to your account and your Services, including by protecting the security of any usernames or passwords relating to your account;
Ensuring that any information you have provided to us is up-to-date and accurate, and to let us know if it changes.
 
 
Transfer my agreement
 
 
You will need our prior permission if you want to assign or transfer an Agreement. We may assign or transfer an Agreement or any of our rights or responsibilities under an Agreement without your permission.

Service Term, Changes and Cancellation

Categories of Services covered by my Agreement
Available Services are categorized as follows:
 
“Monthly Plan” are Services that you subscribe to for a committed period of time as indicated on your applicable service agreement (“Term”);
“Prepaid Plan” Services” are Services that you subscribe to on an ongoing basis, but with at term; that you use on a per-usage basis (which may be a one-time usage, or usage for a set period of time, such as one week or thirty-days), but not on an ongoing basis.

Terms of my agreement

The term of each Agreement starts on the initial activation date of the Services or the Equipment, whichever is earlier (“Activation Date”). On your Term expiry date (Device contract) for a Term Service, the Service will automatically become a Month-to-Month Service and you will keep your existing Service and Agreement with us until they are changed or canceled in accordance with these Terms.
 
Services or Agreement changes
 
ACENET WIRELESS may change your Services or Agreement as described below.

For Mobile Services

We may change any aspect of a Monthly service or Short-term plan Service and the corresponding Agreement, as long as we give you at least 30 days’ prior written notice. We may also change aspects of a Term Service and the corresponding Agreement, other than a key term as defined in the Canadian Radio-television and Telecommunications Commission’s (CRTC) Wireless Code, upon at least 30 days’ prior written notice to you. In either case, we will send you the written notice by text message, e-mail or by message on your online account (My Account) available at acenetwireless.com, and it will explain the change and when it will take effect.

For other Services

ACENET WIRELESS may change any aspect of a Monthly plan or Prepaid Service or Term Service as well as any term or provision of an Agreement, upon prior written notice to you by text message, e-mail or through your online account ‘My Account” available at gophonebox.com. (Only for Telus- 3rd Party Plans). If you do not accept the change, your remedy will be to cancel the affected Services or Agreement by providing us with notice of cancellation below within 30 days of receiving our notice of change (unless we specify a different notice period or different remedy).
 
We may change any aspect of a Month-to-Month Service and the corresponding Agreement, as long as we give you at least 30 days’ prior written notice. We may also change a Term Service and the corresponding Agreement upon at least 30 days’ prior written notice, but will not change the price, term, nature or any other essential elements of that Term Service or that Agreement.

Cancel my service

You may cancel any or all of your Services and any corresponding Agreement at any time by calling us at the telephone number +(1) 647-354-5450 or by emailing us at acenetwireless@gmail.com. You may be asked to present the proof of identity and confirm the cancellation request prior to the cancellation taking place. Cancellation takes effect on the day that DealBang receives notice of the cancellation, or a future date specified in that notice (if applicable), whichever is later. Applicable charges continue until that date. However, if you only cancel an add-on or plan change, cancellation will take effect on your next billing date for that add-on and applicable charges will continue to apply until your next billing date for that add-on, unless otherwise indicated. If you are under a ‘Monthly plan’, any remaining outstanding balance under your account must be settled (paid) before the cancellation takes place.

Cancellation and Refund Policy

If you subscribe to a ‘Short-Term plan’, including 7days, 10days, 30 days Prepaid Plans, or ‘Pay-as-you-go plans’, there will be no refund available for this type of plan. However, in the case of future date activation, if the cancellation request is submitted prior to the service starting date, a refund will be provided in Full.
 
If you subscribed for a ‘Monthly plan’, the remaining proportion of an unused service fee remaining under your account, will be provided as a form of refund after the cancellation is completed.
 
In case of SIM card defective, the end users must submit their request immediately within 24 hours after the issue(s) are identified, and inform our Customer Support team via email. A new SIM card will be provided and shipped with no additional charges.
 
In case of Network Disruption or the Line is inactive which is caused by our network connectivity issue, we will issue a refund based on the remaining proportion of an unused service fee.
 
In the event that a purchased Physical SIM card or eSIM card is nonfunctional due to user negligence or lack of due diligence in confirming device compatibility, no refunds will be issued. Users are required to verify their device compatibility before making a purchase, ensuring that there are no restrictions such as locks, previous contracts, bad debt, or any other impediment preventing the use of the new carrier SIM card and service. For eSIMs, users must ascertain device compatibility by checking the device’s IMEI and confirming that it is either purchased from or manufactured in non-restricted countries.

Transferring Service to another Provider

Transferring your Service(s) is considered as Port out under ACENET WIRELESS. You have to abide by our rules and conditions and be responsible for making sure that the transfer is completed. Once the Number is successfully transferred to another provider, it’s no longer our responsibility to assure about any lost or changes of Phone number and/or account under your new provider.
If you are under a ‘Monthly plan’, any remaining outstanding balance under your account must be settled (paid) before the cancellation takes place.

ACENET WIRELESS may cancel your service

We may restrict, suspend, block, disconnect or cancel any or all of your Services, Equipment, accounts or identifiers in any way, including 9-1-1 service, without notice or liability to you, if:
 
You are in breach of an Agreement, including for non-payment;
You exceed your credit limit;
You fail to provide or maintain a reasonable security deposit or other credit requirement when we ask you to;
You agree to a deferred payment arrangement with us and fail to comply with its terms;
You exceed our reasonable usage limits;
You have given us false, misleading or outdated information;
We reasonably suspect or determine that any of your account, 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 or those of third parties with whom we have roaming or network sharing agreements;
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 canceled for any reason; or
We reasonably believe that there is an emergency or extreme circumstance that would warrant that action.

If we restrict, suspend, block, disconnect or cancel your Services or accounts

You must pay any amounts owing;
We may also restrict, suspend, block, disconnect or cancel, without notice or liability, your Services under any other agreement or account that you may have with us or a DealBang affiliate (including accounts that may be in good standing);
You may be charged for any costs incurred by us or any DealBang affiliate in connection with your breach of these Terms, including costs incurred to enforce your compliance;
Your access to emergency or accessibility services (e.g., 9-1-1) may also be restricted, suspended, blocked, disconnected or canceled;

Terms and Conditions may still apply even after cancellation

Certain provisions of these Terms may still apply as they may still be relevant even after cancellation of all your Services. Specifically, if any remaining outstanding balance is still occurring under your account, and/or remaining device contract balance which is required to be settled.

Account, Charges and Billing Information

PhoneBox will bill your service - Under ACENET WIRELESS

Certain provisions of these Terms may still apply as they may still be relevant even after cancellation of all your Services. Specifically, if any remaining outstanding balance is still occurring under your account, and/or remaining device contract balance which is required to be settled.

Bill payment due date

Charges on your account are due and payable in full from the date of your bill. If you are using a Monthly plan, your bill will be issued on every 15th of the month, with a payment deadline of the 25th. You have 10 days from the invoice issued date to the payment ending date, otherwise, you will be subjected to a late payment fee. If you are using a Short-term plan, your term extension is required to be made before your term ending date; otherwise, your short term plan will expire and may not be able to be retrieved.

Late bill payment

If we do not receive payment of an amount due on your account by the specified required payment date as specified above, it will be subject to a late payment charge of 5% of the outstanding balance per month . This late payment charge will be calculated and compounded monthly on the outstanding amount from the date of the first bill on which it appears until the date we receive that amount in full. You agree that we can charge any unpaid and outstanding amount, including any late payment charges, on any pre-authorized payment method on your account (e.g., a credit card or bank account withdrawal). For a Monthly plan, you may also be subjected to an Unpaid suspension which means you will temporarily lose your service until the payment is received in full. You will also be subject to Reactivation fee which is the penalty fee that will be charged in order to unsuspend your line.

Other charges

Other charges may be applied in connection with your account, including as a result of the following:
 
International calling rate varies from one country to another. Available with selected plans only.
Phone number (or other identifier) change more than once
SIM card fee (request for a new replacement SIM card)
911 fees and roaming rates apply on a conditional basis.
Collection efforts due to non-payment;
Returned or rejected payments; and/or
The restoration or suspension of Service.

Questions or disagreement with a charge on my bill

Any questions or discrepancies regarding charges must be reported to us within 90 days of the date of the applicable bill. You can reach out to our customer support at Services@gophonebox.com or contact us directly at +(1) 855-886-0505 for further assistance. Failure to notify us within this time period means that you have accepted those charges. If any of those discrepancies resulted in unauthorized or incorrect charges on your account, then we will reverse those charges within 30 days of receiving notice from you.
 
Discounts and Promotions
 
We will apply a discount, promotion or benefit to your account as long as you remain eligible for it. We may check your eligibility from time to time, and if you become ineligible to receive that discount, promotion or benefit for any reason, we may remove it and/or transfer your Service to a comparable Service plan, without prior notice.
 
Long distance charges
 
Mobile local calling areas are the areas in which you can make or receive calls without incurring long distance charges. Mobile calls are defined as local or long distance based on local calling areas. Incoming calls from an international area code may not occur as long distance charges. Your “Outgoing Call” is determined by your physical location. If you dial a number that is local to your physical location, then it is a local call. If you dial a number that is long distance to your physical location, then it is a long distance call. When using Call Forwarding, long distance charges apply when the number to which you forward the call is outside the geographical location associated with your mobile number, regardless of your physical location. Reach out to our customer support team for more information: services@dealbang.ca

Deposit and Credit Requirements

We may require deposit or impose other payment or credit requirements such as Device contract and other rental devices that may include WI-FI hotspot, rental devices.
 
Other cases such as Device contract upfront fee does not apply or considered as Deposit fee and will be a one-time payment agreed to be paid upon receiving the device contract.
 
Will PhoneBox impose a credit limit on my account?
Upon notice to you, we may assign or change 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.
 
Your Use of the Services

Do I own my phone number?

You do not own any phone number, customer ID (Client ID) or other identifier assigned to you. We may change or remove an identifier at any time.
 
Does PhoneBox monitor the content that I transmit when I use the Services?
 
We have the right, but not the obligation, to monitor or investigate any content that is transmitted using the Services (other than voice Services) or the Equipment. We may also access or preserve content or information to comply with legal processes in Canada or foreign jurisdictions, operate the Services, ensure compliance with an Agreement, or protect ourselves, our customers or the public.
 
What are my responsibilities relating to the Services, and PhoneBox or third party software or content?
 
All trademarks, copyright, brand concepts, names, logos and designs that we use are intellectual property assets, registered or otherwise or of one of its affiliates. All are recognized as valuable assets of their respective owners, and you may not display, copy or use them in any manner for commercial or any other purpose.
 
The Services and any software or content that you receive or purchase through PhoneBox or our third party storefronts is for your own personal, lawful, non-commercial use. You agree that you will only use the Services and this software and content in accordance with your applicable Agreement and any applicable license agreements.
 
Without limiting the previous paragraph, please note that you may not:
 
Copy, distribute, transfer or sell any of the Services or this software or content;
Modify, alter or tamper with any of the Services or this software or content;
Reverse engineer, decompile or disassemble any of this software;
Attempt to defeat, avoid, by-pass, remove, deactivate or otherwise circumvent any software protection mechanisms.
 
The Services and this software and content remains our property or that of our licensors or content providers, as applicable. Except for the limited rights explicitly granted to you, all right, title, interest and intellectual property rights in and to the Services and this software and content are retained by their respective owners and are protected by applicable trademark, copyright and/or other intellectual property laws and treaties. You must take reasonable steps to protect the Services and this software and content from theft, loss or damage.
 
Please be aware that software or content may from time to time automatically and, without notice to you, cause your Equipment to access the internet incurring data usage and/or overage charges.
 

The Wireless Code of Conduct

Information on the CRTC Wireless Code of Conduct

Information about the CRTC Wireless Code

The Canadian Radio-television and Telecommunications Commission (CRTC) hascreated the Wireless Code so that consumers of wireless services will be betterinformed of their rights and obligations contained in their contracts with wireless serviceproviders.

The Wireless Code of Conduct

Effective December 1, 2017 the CRTC has made changes to the Wireless Code ofConduct. To learn more about your rights as a wireless consumer and to view theconsumer checklist, visit the CRTC website.

Already contacted us?

If you’ve already contacted PhoneBox but your issue isn’t solved then you can escalate it by sending your email to services@gophonebox.com or access Livechat via on website at www.gophonebox.com. We try to provide the best service possible, but we get that some problems are harder to solve than others. If you’ve tried to resolve an issue without success you can take a look at further options.

Commission for Complaints for Telecom-television Services (CCTS)

CCTS is an independent agency whose mandate is to resolve complaints of consumersabout their telecom and TV services, and complaints of small business customers abouttheir telecom services, free of charge. If you have a complaint about your telephone,wireless, internet or TV service, you must first try to resolve it directly with your serviceprovider. If you have done so and have been unable to reach a satisfactory resolution,CCTS may be able to help you. To learn more about CCTS, you may visit its website atccts-cprst.ca or call toll-free at 1-888-221-1687.

How can I contact ACENET WIRELESS?

To contact us:
+(1) 647-354-5450

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