Terms of Service
Updated as of July 19th, 2022
By using or subscribing to any of Freedom’s services, including the mobile voice, text, data and related services (“Services”) provided to you by Freedom Mobile Inc. or any of its affiliates (“Freedom”, “Freedom Mobile”, “us” or “we”), you agree to the following terms and conditions of service (the “Terms of Service”). These Terms of Service constitute the understanding between Freedom and the customer responsible for the use and payment of the Services (“you”) and govern the use of the Services. The term of your agreement begins on the agreement start date and will automatically renew on a month to month basis at the end of any fixed term you have agreed to until it is changed or cancelled in accordance with these Terms of Service.
In addition to the terms defined elsewhere in these Terms of Service, the following terms have the meanings indicated:
" Device" means any type of wireless telecommunications device that is, or is to be, used with the Services, including mobile phones, tablets, Internet datasticks, etc.;
"TradeUp Return Value" means the portion of the retail price of your TradeUp Device that may be deferred until your Commitment End Date;
"End of Life Device" means a Device which has been discontinued;
"Lightly Loved Device" means a Device that was returned to us within the trial period in good working order without physical damage and has been inspected and verified to be in good-as-new condition by a third party; and
"Line" means a wireless phone number assigned by Freedom Mobile to you to enable you to use Services in connection with a Device.
"MyTab" means the amount by which the upfront cost of a Device will be reduced, with such amount being reduced by equal amounts each month until yourcommitment end date;
"TradeUp Device" means any Device that is eligible for the TradeUp device returnprogram; and " New Device" means a new, unused Device;
3. Changes to the Terms of Service
Freedom Mobile may make changes to the Terms of Service, the Services and the associates prices, fees or charges in its sole discretion on 30 days' notice, excluding the following key contract terms during a 24-month commitment: your rate plan, the total minimum monthly charges, your commitment period, the retail price of your Device and the total early cancellation fee. Changes to Services may include modification or termination of such Services
Freedom may give you notice of a change by sending it to you by email or text message, by including it on your monthly invoice (for postpaid customers), by posting it on the My Account tool, available at freedommobile.ca/myaccount, or by any other reasonable method and such notices may refer you to our website for further details. Subject to Freedom’s right to make these changes, no other statements (written or verbal, including proposed changes by you) will change these Terms of Service.
You shall be deemed to have accepted any changes made by Freedom Mobile if you continue to use your Services after such changes are effective with no additional action or agreement required.
(a) We will provide the Services to you in accordance with these Terms of Service, starting from the time you activate the Services. The Services will only be provided in geographic areas covered by our network or by our third party service providers. Additional charges may apply for use of Services outside of the Freedom Mobile network coverage area (our “Freedom network”), with maps of such coverage available at freedommobile.ca/network-and-coverage/coverage.
(b) The Services may be available both within and outside of Canada through third party service providers with whom we have roaming agreements and who have compatible technology. You can roam on other wireless networks in Canada. Some Devices will automatically update data while you roam unless you turn off data roaming. Consult your owner’s manual for your Device to understand how to turn data roaming off. You may review a list of countries covered by roaming on our website at freedommobile.ca/roaming. You may be required to activate international roaming before you are able to roam internationally. You can activate international roaming at any time through the My Account tool by logging in at freedommobile.ca/myaccount, our call centre, or any other activation channel authorized by us from time to time before you use international roaming. We suggest you do this before you leave the Freedom Mobile network coverage areas. Deposit customers are not eligible to use international roaming or conference calling until the terms of the deposit account have been completed. You will be responsible for any domestic or international roaming usage charges incurred. We reserve the right to decline activation of roaming or make your use of roaming subject to caps, limitations or restrictions. N11 numbers (such as 411 and 911), other special service and toll-free numbers may not operate properly when roaming outside of Canada. You are responsible for confirming correct numbers and for any connections, charges or liability incurred by accessing special service numbers while roaming. Freedom will notify you (and subscribers on your account) once you (or they) reach additional usage charges for data roaming of one hundred dollars ($100.00) per account per billing cycle. If you (or they) continue to try to use data roaming after this notice, then you will be given the opportunity to expressly consent to continued additional usage charges. If you do not expressly consent to such additional usage charges, then your (or their) ability to send or receive data transmissions while roaming will be suspended. You will also receive notice if your data roaming is restricted or suspended due to a credit limit or past due amounts. Freedom will also notify you (and subscribers on your account) once you (or they) reached additional usage charges for Freedom network data of fifty dollars ($50.00) per account per billing cycle. If you (or they) continue to try to use Freedom network data after this notice, then you will be given the opportunity to expressly consent to continued additional usage charges. If you do not expressly consent to such additional usage charges, then your (or their) ability to send or receive data transmissions will be suspended. You will also receive notice if your Freedom network data is restricted or suspended due to a credit limit or past due amounts.
(c) Some of our Services are offered or described as being “unlimited” in nature. This is subject, at all times, to reasonable usage limits for personal use by an individual. Our Fair Usage Policy applies to all our data, voice, text and roaming services. If we determine, in our sole discretion, that your usage is excessive or unreasonable, we reserve the right to limit or restrict your usage or to terminate your subscription to either the unlimited offering or the Services generally and to refuse to provide you Services thereafter. Freedom Mobile wants all of its customers to get the best service, to be free to communicate without limitations, with the best possible conditions, whenever possible and at low prices. By ensuring that a very few do not abuse our services and engage in unreasonable use, we can continue to offer the great services you enjoy. We will use reasonable efforts to notify you if we decide to take such actions, but we also reserve the right to do so without notice.
(d) Certain Services, including without limitation roaming, internet access, premium messaging services, Wi-Fi Calling, and Freedom Wi-Fi will be subject to additional terms and conditions or will require you to use or download software which is subject to other terms and conditions. You agree to review and be bound by all such terms and conditions as a condition of your use of such Services or software.
(e) Materials that you access on the internet or that you otherwise download or retrieve from third parties through the Services are provided by others and do not form part of the Services. You agree that you are solely responsible for your access, downloading or retrieval of such materials and acknowledge that you may incur charges in doing so. We have no obligation or liability to you regarding such materials.
(f) You grant us a worldwide, sub-licensable, transferable and non-exclusive license, without compensation, reimbursement or any other payment, to transmit, copy, modify, adapt, display, perform, distribute and publish any content you choose to create, transmit, publish or otherwise communicate using the Services, as reasonably required by us and our third party service providers to provide the Services to you.
(g) Subject to applicable law, including your rights to transfer the telephone number we assign to you (or which you had transferred for use with our Services) to another carrier, all telephone numbers, IP addresses, e-mail addresses, domains and other communication numbers or addresses remain our property. We reserve the right to change or replace any such domains, numbers or addresses upon 30 days’ notice without any liability to you and the right to reassign any such domains, numbers or addresses to another customer upon termination of Services.
(h) You may ask us to transfer a telephone number from your current service provider for use with our Services. By doing so, you represent and warrant that: (i) you are authorized to request the transfer of the telephone number that you have provided to us; and (ii) you are the listed account holder for invoicing purposes with your current service provider. You also agree to provide us with:(i) the name you used with your current service provider for invoicing purposes (if different from the one you have provided us for your account with us); (ii) the name of your current service provider; (iii) the account number with your current service provider; (iv) the telephone number(s) that you wish to transfer to us; and (v) any other information reasonably required by us to facilitate the transfer. You acknowledge that once the transfer is completed, you will no longer be able to use the specified telephone number with your existing service provider, and will only be able to do so in conjunction with our Services. You also acknowledge that such a transfer will only transfer the specified telephone number, and not any of the services, content or other addresses that were provided through your existing service provider. Delays in the processing of the transfer may delay your ability to activate the Services and use the number being transferred to us.
(i) The availability, access and quality of the Services may be impacted by things outside of our reasonable control, such as, without limitation, the weather or unforeseen faults or malfunctions (including failures of our equipment or your Device). In addition, there may be disruptions to the Services due to upgrades, maintenance or other work, or governmental, regulatory or emergency service prioritizations or restrictions. We and our third party service providers will not be liable to you in any manner for such events or disruptions or for any failure to perform any of our obligations under these Terms of Service due to anything beyond our or their control,including, but not limited to, acts of God, war, acts of terrorism, government actions or failures by other suppliers or operators.
(j) We and our third party service providers may make changes to the Services, cancel, suspend, limit, block or restrict Services or change coverage areas or change roaming arrangements from time to time in our and their discretion and without notice to you.
(k) Freedom provides 9-1-1 emergency call routing Service (“9-1-1 Service”). When calling 9-1-1 always provide your name, wireless phone number and the location you are calling from. Remember, it's important to speak clearly. Stay on the line for as long as the 9-1-1 operator requires. Calls to 9-1-1 are free so take all the time that you need. Leave your Device turned on after hanging up in case the 9-1-1 operator needs to call you back. Please do not program 9-1-1 into your speed dial. This can lead to accidental calls that take up valuable emergency resources. Calling 9-1-1 on your Device is subject to the same limitations as all wireless calls. If you are underground or too far away from a wireless antenna, the quality of your call may be affected or you may not be able to connect to the network. Also,9-1-1 Service does not work with all Devices: data-only Devices like tablets,modems and turbo sticks/hubs can’t be used to call or access 9-1-1. While Freedom provides emergency call routing when the 9-1-1 Service is available and the Device is capable, it is local government that provides the 9-1-1 emergency response services. If you live in an area where 9-1-1 emergency response services are not available, then your call may not be routed to a live operator. Freedom is not responsible for any inability to access 9-1-1 Service, to the extent permitted by applicable law. For more information visit our website: freedommobile.ca/911-faq
5. Prohibitions and Restrictions
(a) You may only use the Services for your own individual, personal and non- commercial purposes. You may not share, assign, transfer, distribute, sell, resell, give or otherwise exploit the Services for any commercial purpose in any manner whatsoever.
(b) You agree not to: (i) alter any device that is part of the TradeUp device return program or any of the equipment or software that you use to access the Services; use the Services for any unlawful purpose or in any unlawful manner, or in any manner which is otherwise contrary to or violates any law, regulation or the rights of any third party; (iii) do anything to damage, disable, overburden, impair or otherwise adversely affect, as we determine in our sole discretion, the Services or any data, software, networks or equipment used to provide the Services; (iv) circumvent, disable or interfere withthe security of, or otherwise abuse, the Services or any of the data, software, networks or equipment used to provide the Services, including any security features or functionality; (v) use excessive capacity, bandwidth or resources or disrupt or interfere with any other person's use or enjoyment of the Services; (vi) use another person's subscriber identity module (or "SIM") card, e-mail address, password, personal identification number or other Device or information without that person's and our prior written authorization, create or use a false identity, impersonate any person or otherwise misrepresent your identity; (vii) attempt to obtain unauthorized access to the Services or portions of the Services to which you have not subscribed or are restricted from accessing; or (viii) harass, abuse or threaten any of our employees or representatives.
(c) You agree not to use the Services to send, transmit or relay: (i) anything (including without limitation viruses and trojan horses) which is intended to, is likely to or has the effect of disabling, denying access to, damaging or destroying, corrupting or affecting the normal use of the Services, or any data, software, networks or equipment used to provide the Services; (ii) any material that is or is reasonably likely to be construed as deceptive, fraudulent, libelous, defamatory, threatening, intimidating, abusive, harassing, violent, hateful, degrading, obscene, pornographic, profane, harmful or injurious to individuals, tortious or that may otherwise result in criminal, regulatory or civil liability; (iii) any material that violates any agreement, intellectual property rights, moral rights, publicity rights, privacy rights, fiduciary obligations or other rights of a third party; (iv) spam, chain letters, junk mail or any other type of commercial solicitation or unsolicited mass e-mail or messaging; or (v) any material that contravenes any notice or guideline posted by us on our website from time to time.
(d) We reserve the right to limit, restrict or block the use of certain third party applications, as determined from time to time in our discretion and without notice.
(e) We have the right to monitor or investigate any content that is transmitted using the Services. We may also access or preserve content or information to comply with legal process in Canada or foreign jurisdictions, operate the Services, ensure compliance with these terms of service and protect ourselves, our customers or the public.
6. You Leaving Us
You can terminate the provision of Services at any time by contacting our call centre. We will cease providing the Services on the day we receive your instructions to terminate. If you have your number transferred to another service provider, we will treat that as your decision to terminate the provision of Services. We will cease providing the Services once the transfer is complete. You agree to pay to us all charges that you’ve incurred up to the date we stop providing the Services, including for any Services provided or for any equipment that you’ve purchased including an early cancellation fee equal to any unpaid MyTab balance. If you terminate the provision of Services for some but not all Lines on your account, you may do so, but will be required to repay the MyTab balance owing for the terminated Lines. If you terminate the primary Line for any associated secondary Line, such as a smart watch data plan, the associated secondary Line will also be cancelled and you will be immediately charged an early cancellation fee equal to any unpaid MyTab balance for the associated secondary Device.
On or after expiry or termination of the Services for any reason, if your postpaid account has a credit balance less than ten dollars ($10.00), this credit balance will not be automatically refunded to you when the Services expire or are terminated. If your postpaid account has a credit balance of ten dollars ($10.00) or more, we will refund that balance to you within thirty (30) days (i) by processing the refund to a credit card used to make a recent payment on your account or (ii) by mailing a refund cheque to the last known address that we have for you in our records or any other address that you instruct us to mail to within Canada. It is your responsibility to keep us informed of any change in your credit card details or mailing address. Your failure to inform us of any such changes will, in the event that any refund to your credit card is unsuccessful or any refund cheque mailed to you is returned as undeliverable, result in the forfeiture to Freedom of the credit balance amount and any deposits on your account.
7. Us Leaving You
Freedom may disconnect and terminate any Service(s) if:
(a) you fail to pay an account that is past due, provided the amount owing exceeds fifty dollars ($50) or has been past due for more than two months;
(b) you fail to provide or maintain a reasonable security deposit or alternative as requested by Freedom;
(c) you fail to activate your Services within 30 days;
(d) you are in breach of any term or condition of these Terms of Service or of the Fair Usage Policy; or
(e) you have previously agreed to a deferred payment plan with Freedom and you fail to comply with its terms. If Freedom is about to disconnect your Service, you will be provided with a minimum of 14 calendar days’ notice prior to disconnection, and that notice will let you know (i) the reason for the disconnection and amount owing; (ii) the scheduled disconnection date; (iii) information on the availability of deferred payment plans (if applicable); (iv) the amount of the reconnection charge (if applicable); and (v) contact information for a Freedom representative who can speak with you about the disconnection. Freedom will attempt to notify you at least 24 hours in advance of your scheduled disconnection unless repeated attempts to contact you have failed. Disconnection will always occur on weekdays between 8 a.m. and 9 p.m. or on weekends between 9 a.m. and 5 p.m. (unless the weekday or weekend day precedes a statutory holiday, in which case disconnection may not occur after noon) in your province or territory of residence.
Freedom may also, without notice and for cause, suspend, cancel or refuse to provide Services to you where:
(f) action is necessary to protect the network from harm;
(g) Freedom has a reasonable suspicion that fraud is occurring or likely to occur;
(h) you misuse or abuse or permit others to misuse or abuse the Services for purposes that are contrary to law, these Terms of Service or the Fair Usage Policy; or
(i) a pre-set spending limit is reached, such as for customers on credit-limited spending programs, in instances where the customer was previously made aware of this limit.
If Freedom cancels your Services for cause, an early cancellation fee equal to your remaining MyTab balance will be charged and you will remain responsible for all other charges payable on your account.
On or after expiry or termination of the Services for any reason, if your postpaid account has a credit balance less than ten dollars ($10.00), this credit balance will not be automatically refunded to you when Services expire or are terminated. If your postpaid account has a credit balance of ten dollars ($10.00) or more, we will refund that balance to you within thirty (30) days (i) by processing the refund to a credit card used to make a recent payment on your account or (ii) by mailing a refund cheque to the last known address that we have for you in our records or any other address that you instruct us to mail to. It is your responsibility to keep us informed of any change in your credit card details or mailing address. Your failure to inform us of any such changes will, in the event that any refund to your credit card is unsuccessful or any refund cheque mailed to you is returned as undeliverable, result in the forfeiture to Freedom of the credit balance amount and any deposits on your account.
8. Devices, Equipment and SIM Cards
(a) SIM cards are provided to you only for your use of the Services. You may not use your SIM card for any other purpose. You may only use a SIM card provided by us or an authorized retailer specifically to you in order to access the Services and may not use a SIM card provided by any other person without our prior written consent.
(b) You agree not to modify, reprogram, copy, spoof, reverse engineer, monitor, probe, scan, decode or analyze (including through the use of packet analyzers) any numbers, codes, components or programming on your Device, equipment or SIM card or in any software, hardware or networks used to provide the Services, that are used for identification, authentication or control of transceiver functions or operator privileges or any transmissions used to provide the Services, or permit anyone else to do so, other than one of our authorized representatives. Except as required for the normal use of the Services, you agree not to disclose such information to anyone other than our authorized representatives. You acknowledge and agree that if you unlock your Device using unlock codes that are not provided by us the warranty on your Device may become void.
(c) You acknowledge and agree that we may transmit or remotely install software, firmware and other updates on your Device and equipment from time to time in order to maintain, enhance or correct the Services, without notice or liability.
9. Device Warranty
(a) New Devices, End of Life Devices, Lightly Loved Devices and other equipment, are covered by the manufacturer's limited warranty, a copy of which is available at the manufacturer's website.
Except as required by law, we do not offer, and expressly disclaim, any representation, warranty or condition in respect of Devices or equipment, whether express or implied, and have no obligation or liability in respect of Devices or equipment.
10. Charges and Payments
(a) How your charges are calculated depend on how the Services are being used:
(i) Voice: Depending on your plan, voice Services are charged based on how much airtime is used and sometimes where and how the airtime is used. In all cases, we calculate airtime usage from the moment you initiate a call, or when you answer a call, until the call is ended, rounded up to the next full minute. Airtime usage is charged at a minimum of one minute of airtime and the airtime of the entire call is based on the applicable rate at the beginning of the call. Local and long-distance calls may also be charged at different rates. Your incoming calls are based on your geographical location associated with your phone number (your “Local Service Area”). At the time of your call, if you are within your Local Service Area, all calls you receive will be charged as local calls. Any calls received outside your Local Service Area will be charged as long-distance minutes. Your outgoing calls are based on your actual physical location. At the time of your call, if you initiate a call to a number that is local to your physical location, your call will be charged as local minutes. If you initiate a call to a number that is long-distance to your physical location, it will be charged as long-distance minutes.
(ii) Data: The data included in our plans are generally communicated in megabytes or gigabytes and, depending on your plan, you may be charged for data in certain allotments. When you use data, if you have a certain allotment, you are charged for the entire allotment. We then aggregate the data you use until you reach your allotment, in which case you may be required to order additional data or you will be charged for another allotment according to your plan. Generally, we round your data usage to the nearest 10 kilobytes per session. Similarly, if you pay for data usage ‘on the go’, you will be charged on your data usage rounded to the nearest 10 kilobytes.
(iii) SMS and MMS: SMS are limited to 160 characters. If you send an SMS that is greater than 160 characters, the message will be broken into separate 160 character messages and you will be charged for each 160 character message, rounded up to the next 160 characters. Emoticons and other icons that are not ordinary alphanumeric characters may count for more than 1 character. In the event you send an SMS that is greater than 800 characters, we will automatically convert the message into an MMS. Each MMS sent is charged as a single message in accordance with your plan.
(b) You agree to pay us the charges applicable to the Services whether or not they have been incurred by you personally. The charges for your Services were set out in the agreement you signed when you activated your Service(s). You can also find them in the My Account tool located on our website at freedommobile.ca/myaccount. Charges will commence from the time you activate the Services. You must activate your new Services within 30 days, otherwise your Services will be terminated and an early cancellation fee equal to any unpaid MyTab balance and TradeUp Return Value will be charged. If you are adding or changing a Service, from the time that addition or change is made. Some of the charges are flat fees charged for a particular plan, add-on or value added Service package each month, starting from the time you activate the Service, while other charges are calculated based on the amount of the Services you use. You also agree to pay all applicable taxes, duties and governmental or regulatory fees,surcharges or levies that apply to the Services or our charges. Contact us if you want to change your plan and add or remove Services. Any changes (if not stated differently) will take place within 48 hours. Charges may be pro-rated accordingly based on the date such change is made. You may only change your plan, add-ons or a value added Service package once in any given invoicing period.
(c) You can pay for our Services either through a post-paid monthly invoice or pre-pay in advance, using any of the methods that we describe on your invoice or on our website. We reserve the right to approve you or require additional conditions (such as satisfactory credit checks, an up-front deposit, limitations on types or quantity of Services available, or caps on the charges you may incur) for the payment option you select. If we require a credit check, you authorize us to collect and use information on your past credit history from third parties. We reserve the right to provide information regarding your payments to us to third party collection agencies. We reserve the right to refuse to provide some or all Services to you, or terminate or suspend Services to you, or require additional conditions to be met, based on the results of your credit check or other criteria, as we determine in our sole discretion.
(d) If you have requested pre-authorized payments or are otherwise required to provide pre-authorized payments on your account as per the MyTab Additional Terms of Service, you agree that we may charge to your credit card, bank account or other payment instrument all outstanding charges on the date which they are due, including any applicable early cancellation fees, and you authorize us to keep your pre-authorized payment details onfile. You agree to notify us of any changes to the details of your pre-payment method as required in order to process such charges.You confirm that you are authorized to use the method of payment provided to us and that you have the right to use that method to pay such charges.
(e)If you have concerns regarding any of the charges posted to your account, contact us through our call centre. You agree that: (i) charges for data roaming usage, roaming or long distance calls that you do not dispute within 30 days after being posted to your account; and (ii) all other charges that you do not dispute within 60 days after being posted to your account, will be deemed to be correct and accepted by you.
11. Postpaid Services
(a) If you’ve chosen (and we have approved) postpaid monthly invoicing, your invoice will be made available to you in an electronic format by logging into your My Account at our website. Notification of new invoices may be sent to you at the e-mail address you have provided us. You are responsible for ensuring that the e-mail address you have provided is valid and that you are able to check it regularly. If you do not receive notifications of new invoices by e-mail, you are still responsible for logging into your account at our website to check for new invoices on a regular basis and for paying all amounts by the due date specified. You agree to pay each invoice in full by the due date specified on it. If we don’t receive payment by such due date, you will be charged interest calculated and compounded monthly on the outstanding amount at the applicable rate from the date of the first bill on which it appears until paid in full. Up to and until January 16, 2024 the applicable rate of interest is 2% per month (26.82% per year), and effective January 17, 2024 the applicable rate of interest is 3% per month (42.58% per year). If your account remains unpaid for 60 days, we may refer your account to a collections agency. We may also charge you for any reasonable administrative or collection costs that we incur. If your payment is rejected by your financial institution, we may charge you an administrative fee. We also reserve the right to change the invoicing frequency or to issue interim invoices in our discretion and without notice.
(b) If we determine in our discretion that a deposit is required, we will notify you of the amount required and any change in that amount from time to time. Deposits will bear interest at our current rate – Bank of Canada rate PLUS 1% (bankofcanada.ca/rates/interest-rates/). If you do not pay the full balance of any invoice when due, we may deduct any unpaid balance from your deposit and apply it to that invoice, in which case you will also be required to top-up the deposit. We may terminate or suspend Services if you do not maintain the specified deposit amount or if an unpaid balance remains past due after applying the entire deposit. We may also determine, in our sole discretion, that based on your payment history we no longer require you to maintain a deposit. We will return any remaining balance of a deposit to you within 30 days as a service credit against your account or, at your request, via cheque. If you do not pass our credit check, we may determine, in our sole discretion, that a deposit cannot be applied to your account and you may only qualify for a prepaid account. (c) If you pay us more than the amount due on a given invoice, we will carry forward the overpayment and apply it to your next invoice. No interest will be paid on any credit balance. If your account is in a credit balance at the time all Services are terminated after application against all outstanding charges, any remaining credit balance, if it is ten dollars ($10.00) or greater, will be refunded to you as set out above.
12. Prepaid Accounts
(a) If you’ve chosen pre-payment, or we determine in our discretion that pre-payment is required, you must maintain your account in a credit balance in order to use the Services. No interest is paid on credit balances. Your account is credited when we receive payment from you. You should only pre-pay for Services you expect to use, as all pre-payments are non-refundable. Your credit balance will first be applied to your monthly plan charges (or other period) plan charges (as applicable), then to any other fixed monthly charges, then to any pay per use or variable charges. You acknowledge and agree that you are responsible at all times to keep a sufficient balance in your account to cover all services used.
(b) If you do not have sufficient credit on your account to allow the deduction of the monthly (or other period) fee for the plan that you’ve chosen when it’s due, you will be notified by text message and all your Services will be suspended. If you top up your account within 90 days of such notification to allow for the deduction of the applicable monthly fees, your Services will be reinstated. If you do not, your Services will automatically be terminated at the end of such 90 day period, you will forfeit any remaining credit balance, and we reserve the right to reallocate the telephone number that had been reserved for you. If you do not have sufficient credit on your account to allow the deduction of other fixed monthly charges or for pay per use charges, the relevant Services will be suspended until you top up your account with sufficient funds to allow for the deduction of such charges.
13. Trial Periods
If you find that you and your new Freedom Mobile product(s) aren’t a perfect match within 15 days: (i) for online and remote orders, return via the prepaid envelope that was sent with your device, or (ii) for in-store orders, return to the store where you made your purchase and as long as you have not used more than 50% of the monthly data included with your service (with the exception of unlimited data plans) and the product(s) are in like new condition, including the original packaging, accessories and receipt, we will provide a refund or an exchange. If you return the product(s) or cancel your Services within 15 days, no early cancellation fee will be charged but you will be required to pay for any pay-per-use usage charges, including long distance minutes and roaming charges, and for prepaid customers, one-time fees. Extended trial period: People with disabilities may require additional time to familiarize themselves with and integrate a new mobile device into existing, and/or possibly new, assistive technology and software. Freedom Mobile provides a 30 day trial period during which customers who self-identify as having a disability can cancel their contract without penalty. Mobile devices provided by Freedom that are in like new condition, and which include the original packaging, accessories and receipt, may be returned to the original purchase location.
For online and remote orders, your shipping address must be the same as the billing address provided at the time the order is placed. Devices, equipment and accessories will only be shipped to your billing address, this address cannot be changed once your order is placed. You acknowledge and agree that titleand risk of loss of the shipped Devices, equipment and accessories passes to you upon delivery of the products to the billing address. Freedom Mobile is notresponsible for lost, stolen, or damaged packages once delivery has been made in accordance with these Terms of Service. Freedom Mobile is not responsible for mis-delivery errors via carrier, incorrect shipping information, or Devices, equipment and accessories loss as a result of address changes after order submission.
We may, from time to time, offer promotions relating to our Services. When we offer promotions relating to our Services, we reserve the right to change the promotions we offer from time to time (including without limitation the terms and conditions applicable to such promotions) without notice.
TO THE FULLEST EXTENT PERMITTED BY LAW, ALL SERVICES, DEVICES, EQUIPMENT AND ACCESSORIES ARE PROVIDED ON AN “AS IS”, “WHERE IS” AND “AS AVAILABLE” BASIS, AND WE MAKE NO, AND HEREBY EXPRESSLY DISCLAIM ALL, REPRESENTATIONS, WARRANTIES AND CONDITIONS, WHETHER IN RESPECT OF THE SERVICES, ANY DEVICES, EQUIPMENT, ACCESSORIES OR OTHERWISE, INCLUDING WITHOUT LIMITATION ANY WARRANTIES OR CONDITIONS OF WORKMANSHIP, MERCHANTABILITY, SATISFACTORY QUALITY, LATENT DEFECTS, MERCHANTABLE QUALITY, TITLE, NON-INFRINGEMENT AND FITNESS FOR A PARTICULAR PURPOSE AND THOSE ARISING BY STATUTE OR OTHERWISE IN LAW OR FROM A COURSE OF DEALING OR USE OF TRADE. WE DO NOT REPRESENT, WARRANT OR GUARANTEE THAT THE SERVICES WILL BE TIMELY, ERROR-FREE, SECURE, ACCURATE, RELIABLE OR UNINTERRUPTED OR THAT ANY MESSAGE WILL BE PROPERLY TRANSMITTED OR RECEIVED.
17. Exclusion and Limitation of Liability
(a) TO THE FULLEST EXTENT PERMITTED BY LAW, YOU AGREE THAT WE WILL NOT BE RESPONSIBLE OR LIABLE TO YOU OR ANY OTHER PERSON IN ANY EVENT FOR ANY LOSS OR DAMAGES WHATSOEVER, INCLUDING WITHOUT LIMITATION DIRECT, INDIRECT, INCIDENTAL, PUNITIVE, EXEMPLARY, MORAL, SPECIAL OR CONSEQUENTIAL DAMAGES, DAMAGES FOR HARM TO BUSINESS, LOSS OF INFORMATION OR DATA, LOSS OF PROFIT, SAVINGS OR REVENUE OR FAILURE TO REALIZE EXPECTED PROFIT OR SAVINGS OR OTHER NON-DIRECT, COMMERCIAL OR ECONOMIC LOSS OR DAMAGE OF ANY KIND UNDER ANY LEGAL THEORY, EVEN IF WE HAVE BEEN ADVISED OF OR COULD REASONABLY FORESEE THE POSSIBILITY OF SUCH DAMAGE OR LOSS, INCLUDING WITHOUT LIMITATION ANY LOSS OR DAMAGE ARISING FROM OR IN CONNECTION WITH THE SERVICES, DEVICES OR EQUIPMENT, THE MATERIAL OR MESSAGES TRANSMITTED THROUGH THE SERVICES, THE FAILURE OR UNAVAILABILITY OF THE SERVICES, DEVICES OR EQUIPMENT, THE USE OF THE SERVICES, DEVICES OR EQUIPMENT OR ANY UNAUTHORIZED ACCESS TO OR ALTERATION, THEFT, LOSS, CORRUPTION OR DESTRUCTION OF COMMUNICATIONS, INFORMATION OR DATA.
(b) Notwithstanding the above provision, except in cases where negligence on our part results in physical injury, death or damage to your property or premises, our liability for negligence related to the provision of emergency services on a mandatory basis is limited to the greater of twenty dollars ($20) and three times the amount you would otherwise be entitled to receive as a refund for the provision of defective service under these Terms of Service.
(c) In respect of the provision of emergency services on a mandatory basis, we are not liable: (i) for libel, slander, defamation or the infringement of copyright arising from material or messages transmitted over our tele-communications network from your property or premises or recorded by your equipment or our equipment; (ii) for damages arising out of your act, default, neglect or omission in the use or operation of equipment provided by us; or (iii) for damages arising out of the transmission of material or messages over our telecommunications network on your behalf, which is in any way unlawful.
(d) When facilities of other companies or telecommunications systems are used in establishing connections to or from facilities and equipment controlled by you, we are not liable for any act, omission or negligence of the other companies or telecommunications systems in relation to the provision of emergency services on a mandatory basis to you.
(e) Our liability with respect to the provision of emergency services on a mandatory basis is not limited by the three preceding provisions in cases of deliberate fault, gross negligence or anti-competitive conduct on our part or in cases of breach of contract where the breach results from our gross negligence.
(f) In addition to the above provisions and in connection with the provision of public alert messages that are required by the Canadian Radio-television and Telecommunications Commission to be transmitted to you over our telecommunications network, we specifically exclude all liability and you agree that we will not be responsible or liable to you or any other person for any loss or damages whatsoever related to such public alert messages (content, timing or otherwise) and whether or not such public alert messages are properly transmitted or received.
(g) You acknowledge and agree that: (i) you will have no contractual relationship whatsoever with a carrier upon which you roam; (ii) you are not a third party beneficiary of any agreement between us and such carrier; and (iii) such carrier will have no legal, equitable or other liability of any kind to you. For the purposes of the foregoing limitation of liability of such carriers, you acknowledge and agree that we are acting as the agent of such carriers.
(h) THE LIMITATIONS, EXCLUSIONS AND DISCLAIMERS IN THESE TERMS OF SERVICE APPLY TO OUR ACTS OR OMISSIONS AND THOSE OF OUR AFFILIATES AND SERVICE PROVIDERS AND OUR AND THEIR RESPECTIVE DIRECTORS, OFFICERS, EMPLOYEES, SUPPLIERS, AGENTS AND REPRESENTATIVES (COLLECTIVELY, THE “SUPPLIER PARTIES”), AND WILL APPLY IRRESPECTIVE OF THE NATURE OF THE CAUSE OF ACTION, DEMAND, OR CLAIM INCLUDING BUT NOT LIMITED TO BREACH OF CONTRACT, NEGLIGENCE, TORT, OR ANY OTHER LEGAL THEORY, AND SHALL SURVIVE A FUNDAMENTAL BREACH OR BREACHES OR THE FAILURE OF THE ESSENTIAL PURPOSE OF THIS AGREEMENT OR OF ANY REMEDY.
You agree to indemnify and hold the Supplier Parties (as defined above) harmless from and against any and all claims, actions or demands, judgements against the Supplier Parties and all losses and expenses the Supplier Parties suffer, including without limitation reasonable legal and accounting fees, arising from or in connection with your use or misuse of the Services or any breach of these Terms of Service.
19. Communications and Security
(a) You must have an e-mail address and internet access that are accessible through means other than the Services in order to use the Services, as we will use your e-mail address and our website to communicate with you, including communications to advise of suspensions or interruptions to Service. You are responsible for all equipment and services required for such e-mail and internet access. We may also send you communications by text message to your phone and, occasionally, by phone, voice-mail or regular postal mail.
(b) If you would like to contact us to discuss the Services, you may do it using any of the ways described on our website. If you would like to send us a letter by post, we’d be happy to hear from you. Please send it to Freedom Mobile Inc., 207 Queen’s Quay West, Suite 710, Toronto, ON, Canada, M5J 1A7, attention: Executive Office. You agree that legal claims against us must be sent to us by post or courier at this address, with a copy to the attention of our Legal Department at Suite 900, 630 – 3rd Avenue SW, Calgary, AB, Canada, T2P 4L4. If you have complaints, we would encourage you to contact us first. However, you may also contact the Commission for Complaints for Telecom-television Services Inc. (the “CCTS”) directly at any time if you have a complaint regarding us or our Services. You can contact the CCTS through their website at ccts-cprst.ca, by e-mail at firstname.lastname@example.org, by telephone at 1-888-221-1687 (toll-free), 1-877-782-2384 (TTY) or by post at P.O. Box 81088, Ottawa, Ontario K1P 1B1. The Canadian Radio-Television and Telecommunications Commission (the “CRTC”) has created a Wireless Code so that consumers of retail mobile wireless voice and data services will be better informed of their rights and obligations contained in contracts with wireless services providers. You can find out more about the Wireless Code on the CRTC website at: crtc.gc.ca/eng/info_sht/t14.htm.
(c) When ordering the Services, a randomly generated personal identification number (your “PIN”) will be sent by text message to the first phone number you activate. You will need your PIN to access My Account at our website or for any other changes or inquiries into your account. You agree that we are permitted to take steps to verify any person contacting us to validate that said person is authorized to access information, give us instructions and/or make changes in connection with your account, and that we will be entitled to treat all such communications as authorized by you if the person contacting us is verified. Verification may be done by a variety of methods, such as, as applicable, confirming your PIN, sending you a second factor authentication or verifying your ID. It is your responsibility to keep your PIN safe and secure and not to disclose it to anyone (except as described below). You are solely responsible for any actions taken using your PIN. You should only provide your PIN when logging into My Account at our website or to our customer care representatives. If you forget your PIN we might ask you for additional identification. Also, you agree that your PIN can be sent to your phone number. You can customize this PIN through My Account. If you want to authorize other individuals to access your account, you can do this through My Account and they will be sent their own unique PIN. If you ever need to reset your PIN, you can reset it through My Account and we will send you a reset link to the email address on file.
(d) If you believe the security of your PIN has been compromised, or you suspect unauthorized use, or your Device or SIM card is lost, stolen, damaged or tampered with, notify us immediately by requesting a PIN reset through My Account for a compromised PIN or by calling us for any other reason listed. You will be responsible for all changes to your account, use of Services and charges, whether by you or anyone else, until you notify us. Once you notify us, we may suspend your account and may arrange for a new account to continue your use of the Services and, if required, a new SIM card. Replacement of lost or stolen Devices will be your responsibility.
(e) When you notify us that your Device has been lost or stolen, Freedom shall immediately suspend your Services at no charge and these Terms of Service will continue to apply, including your obligation to pay (i) all charges incurred before we received notice that the Device was lost or stolen; and (ii) either the minimum monthly charge (plus taxes) if you continue with your services agreement or the remaining MyTab balance (if applicable), if you decide to cancel your Services. If you notify us that your Device has been located or replaced and request that the Services be restored, then Freedom shall restore the Services at no charge.
20. Personal Information and Privacy
1. You or a person who, in our reasonable judgement, is seeking the information as your agent;
2. A directory or listing service company for the purpose of listing your name, address and phone number if you consent and if that company agrees to use the information only for that purpose; and
3. An agent used by us to evaluate your credit or collect outstanding balances owed to us by you, if the agent requires the information and agrees to use the information only for that purpose.
(b) We reserve the right (but have no obligation) to monitor usage of the Services and disclose information in order to satisfy legal, regulatory or governmental requirements, to properly administer the Services and to safeguard the Services, any data, software, networks or equipment used to provide the Services and our customers.
The Freedom Mobile name and logos and other words, titles, phrases, marks, logos, icons and graphics are trademarks of, or used under license by, Freedom Mobile Inc., which are protected by law and may not be used, copied, imitated or used in whole or in part without our prior written consent.
To the fullest extent permitted by applicable law, you agree that, unless we agree otherwise, all claims, disputes or disagreements (“Disputes”) between you and us relating to the Services, Terms of Service, Devices, equipment or any related promotions, advertisements, statements or communications will be determined and settled by confidential, final and binding arbitration to the exclusion of the courts by a single arbitrator in the forum and under the rules we mutually agree upon, failing which the Arbitration Act, 1991 (Ontario) will apply.
Where the foregoing is not permitted by applicable law, you agree that you will refer all Disputes to the Commission for Complaints for Telecom-television Services (CCTS) for resolution prior to initiating a claim in any court of law.
23. Governing Law
You agree that, to the fullest extent permitted by law, these Terms of Service will be governed exclusively by the laws of the province of Ontario.
If any part of these Terms of Service is for any reason unenforceable, then that part will be considered severable from the Terms of Service without affecting the validity of the rest of the Terms of Service. The Terms of Service constitute the entire agreement between you and us in respect of the Services. You may not assign the Terms of Service or any of your rights or obligations under the Terms of Service, including by operation of law, without our prior written consent, which we may withhold in our discretion or make subject to conditions (such as a credit check, validation of identity or an administrative fee). We may assign the Terms of Service in our sole discretion. The Terms of Service shall benefit and be binding upon the respective successors and permitted assigns of the parties hereto. No waiver of any breach of the Terms of Service by you is effective unless made in writing and signed by us and, unless otherwise provided, is limited to the specific breach waived.
MyTab Additional Terms of Service
Last updated January 31, 2020
These additional terms and conditions, in conjunction with the Terms of Service, set out the basis upon which a MyTab may be extended to you.Capitalized terms used herein and not defined shall have the meaning set out in the Terms of Service.
In these MyTab Additional Terms of Service, the following terms have the meanings indicated:
“MyTab Rollover” is the summation of any and all MyTab Savings Rollover and MyTab Charge Rollover.
“MyTab Balance Owing” is the summation of any and all Device Savings, Bonus Savings and MyTab Charges associated to the MyTab program as well as any MyTab Rollover that is applicable as part of the MyTab Rollover program.
“MyTab Charge” is the summation of the optional monthly fee that allows you to establish, or increase the amount of, your MyTab that is associated to a device.
“Total MyTab Savings” is the summation of any and all Device Savings, Bonus Savings and MyTab Savings Rollover received as part of the MyTab and MyTab Rollover programs.
“Total MyTab Charge” is the summation of any and all MyTab Charges for a device and MyTab Charge Rollover received as part of the MyTab and MyTab Rollover programs.
“Monthly MyTab Savings” and “Monthly MyTab Charge” are, respectively, the Total MyTab Savings and Total MyTab Charge amounts divided by the commitment period.
To be eligible to run a MyTab, you must be a postpaid customer of Freedom Mobile and you must have passed our credit check or agreed to pay a specified deposit as part of our deposit program and you must enroll in pre-authorized payments for your account by providing and keeping current valid credit card information. You may update your credit card information on file by using the My Account tool, available at freedommobile.ca/myaccount.
3. How MyTab Works
Eligible customers purchasing a New Device, Lightly Loved and Refurbished Device, or End of Life Device from us can elect to run a MyTab. If you are an eligible customer and elect to run a MyTab, you can put a portion of the retail price of the Device, or in some cases the full retail price, on your MyTab balance and then pay us only any remaining portion of the retail price (with tax) on the day you order or activate, as applicable. The amount you can put on your MyTab may vary depending on the plan you select and the amount of credit you are eligible for, based on the results of the credit check. Not every plan is eligible for the MyTab program. The retail price, the amount you paid for your Device, your Monthly MyTab Charge, if applicable, and your initial MyTab balance is set out in your agreement. Subject to your Monthly MyTab Charge payment being made, your MyTab Balance owing will decrease each month by an amount equal to: your current MyTab Balance Owing less any additional partial payments you make that month, divided by the number of months left until your commitment end date. This amount is calculated each month and will be rounded to the nearest penny. You may at any time make a partial payment towards your remaining MyTab balance. Your MyTab can only be used by you, the account holder, and only one MyTab can be established for each Line that you activate with Freedom Mobile.
4. Monthly MyTab Charge
If you choose to add a Monthly MyTab Charge, you agree to pay the Monthly MyTab Charge amount shown on your agreement, every month until your MyTab balance is reduced to zero, up to a maximum of 24 months.
5. You changing your plan
If you have activated a plan with a MyTab and later want to switch to another Freedom Mobile plan, if that new plan is one for which a lower value of MyTab is available with your Device than the current balance of your MyTab, you must pay any difference between your MyTab balance at the date of the plan switch and the value of the MyTab available on that date for your Device and the new plan. Your commitment end date will not change. A rate plan change fee may apply. Your Monthly MyTab Charge may stay the same or may be reduced, depending on which new plan you select. If you received a MyTab program bonus (“Device Savings” or “Bonus Savings”) offer at the time of activation or upgrade on a device you purchased, and you downgrade within 24 months from an eligible rate plan (i.e., $40 and up plans then currently in market) to a plan that is not eligible for Device Savings or Bonus Savings, or to a plan that is only eligible for a lower Device Savings or Bonus Savings amount, then you will be responsible for paying back all, or a prorated part, of the promotional Device Savings, Bonus Savings or MyTab Savings Rollover you received and are not eligible to carry forward on the new rate plan.
6. You upgrading your Device
If you are an existing postpaid customer and want to purchase a new Device and you want to run a MyTab for the new Device, you may do so if: (i) you meet the eligibility requirements described above for the MyTab; (ii) twelve months or more have elapsed since you purchased your other Device using a MyTab; and (iii) at the time of purchasing your new Device, you have agreed to repay any previous MyTab Balance Owing that is outstanding or cannot be rolled over into the new MyTab Balance Owing for your new Device. Even if you are eligible to upgrade your Device, we reserve the right to limit the availability of specified Devices from time to time, as we see fit.
7. MyTab Rollover Program - You rolling over your current MyTab Balance Owing into a new 24-month service agreement
Freedom may from time to time, in its sole discretion, offer certain existing MyTab customers the opportunity to upgrade their device on a new MyTab prior to the expiration of their existing 24-month service agreement by including any MyTab Rollover into the MyTab Balance Owing of a new 24-month service agreement.
The maximums permitted to be rolled over within the MyTab Savings Rollover and MyTab Charge Rollover allotments may vary depending on the device and rate plan chosen as well as the maximum MyTab amount permitted by the account. Any amount from the previous MyTab Balance Owing that cannot be rolled over into the new MyTab Balance Owing will be invoiced and payable immediately at time you enter into the new 24-month service agreement.
8. Returning a device on a MyTab within the Trial Period that has any MyTab Savings Rollover or MyTab Charge Rollover included into the MyTab Balance Owing
If during the trial period you i) exchange a device on a MyTab for another device that is not the exact same make and model (including colour and memory variant) or ii) return a device on a MyTab, then any MyTab Rollover from previous 24-month service agreements will be invoiced and payable immediately regardless of whether another device is taken on a MyTab.
TradeUp Additional Terms of Service
Effective as of November 12, 2021
These additional terms and conditions, in conjunction with the Terms of Service and the MyTab Additional Terms of Service set out the basis upon which a TradeUp device return program may be extended to you. Capitalized terms used herein and not defined shall have the meaning set out in the Terms of Service.
To be eligible to receive a TradeUp Device, you must be a postpaid MyTab customer of Freedom Mobile and you must be subscribed to an eligible Freedom Mobile plan.
3. How the TradeUp device return program works
Freedom Mobile's TradeUp device return program allows eligible customers to get the latest devices at lower monthly prices when they activate on eligible Freedom Mobile plan with a 24-month service agreement. If you are an eligible TradeUp program subscriber, you are able to defer a portion of the retail price (the TradeUp Return Value) of your TradeUp Device to be settled later with no interest. At the end of your 24-month term, you have two options for settling your TradeUp Return Value, you can either:
(i) return your TradeUp Device to Freedom Mobile in good working condition to pay off the TradeUp Return Value on or before your Commitment End Date; or
(ii) you can pay to Freedom Mobile the full TradeUp Return Value any time before your Commitment End Date. If you do not return your TradeUp Device on or before your Commitment End Date, you will be charged the full amount of the TradeUp Return Value.
Prior to the end of your 24-month term, if you terminate your Services, change your rate plan to a non-eligible plan or port your number away from Freedom Mobile, you will not have the option of returning your TradeUp Device to settle the TradeUp Return Value.
If you remain a Freedom Mobile customer after the Commitment End Date, the TradeUp Return Value charges will appear on your next invoice. If you change your rate plan to a non eligible plan prior to your Commitment End Date, the TradeUp Return Value charges will appear on your next monthly invoice following your change to a non-eligible plan. If you terminate your Services or port your number away from Freedom Mobile, the TradeUp Return Value charges will appear on your final Freedom Mobile invoice.The amount of your TradeUp Return Value may vary depending on the TradeUp Device, the eligible Freedom Mobile plan you select and the amount of credit you are eligible for based on the results of the credit check. Not every Device or plan is eligible for the TradeUp device return program. The retail price of your Device, the amount of the TradeUp Return Value, the amount you paid for your Device, your Monthly MyTab Charge, if applicable, and your initial MyTab balance is set out in your agreement. Your TradeUp Device can only be used by you, the account holder, and only one TradeUp Device can be established for each Line that you activate with Freedom Mobile.
4. What does "good working condition" mean?
In order for a TradeUp Device to be returned, it must be in good working condition, which means that it must meet the following criteria:
TradeUp Device must power on and navigate properly to the home screen.
TradeUp Device must be able to accept and hold a charge.
All passwords or access restrictions must be turned off or removed.
The screen must function correctly and be undamaged (free of cracks, dark spots, blemishes, bruising or other damage).
The rest of the TradeUp Device must be undamaged with no cracks, missing parts or signs of water damage (hinges, keypad, housing, buttons, battery, etc.).
All information must be wiped and TradeUp Device must have the ability to perform a factory reset.
Freedom Mobile will determine whether your TradeUp Device is in good working condition in its sole discretion. If a Freedom Mobile representative determines that your TradeUp Device is not in good working condition, you must pay the TradeUp Return Value to Freedom Mobile.
5. Returning your TradeUp Device
You can return your device in-store at any Freedom Mobile retail location on or prior to your Commitment End Date and, if it is in good working condition as outlined above, you will not owe any TradeUp Return Value. If you keep the Device or the Device is not returned in good working condition on or before the Commitment End Date, you will be charged the TradeUp Return Value and applicable taxes. If you terminate your Services, change your rate plan to a non-eligible plan or port your number away from Freedom Mobile, prior to your Commitment End Date you will not have the option of returning your TradeUp Device.
6. Taxes on your TradeUp Device
Applicable taxes are initially calculated, charged, collected and remitted on the Retail Price of your TradeUp Device, less the TradeUp Return Value. Applicable taxes on the TradeUp Return Value will be paid by you if you keep the Device or if the Device is not returned in good working condition.
7. Changing or canceling your plan
If you terminate your Services, change your rate plan to a non-eligible plan prior to your Commitment End Date or port your number away from Freedom Mobile, then you must immediately pay the full amount of your TradeUp Return Value. Early cancellation fees and other MyTab charges may apply. See the Terms of Service and MyTab Additional Terms of Service for details.
8. Upgrading your TradeUp Device
Freedom Mobile may present you with an opportunity for an early hardware upgrade that will require the return of your TradeUp Device in good working condition. If the TradeUp Device is not in good working condition you must pay the full TradeUp Return Value to be eligible from the early hardware upgrade offer. Otherwise, a TradeUp Device may not be returned until your Commitment End Date in accordance with Section 3 above. If you choose to upgrade your Device prior to the commitment End Date, you must pay the applicable early cancellation fee, including the TradeUp Return Value. See the Terms of Service and MyTab Additional Terms of Service for details.
Last updated August 07, 2019
Changes to the Terms and the Website
(a) We reserve the right, in our sole discretion, to add to, remove, modify or otherwise change any part of the Terms in whole or in part at any time. You should check the Website periodically for changes to the Terms. Changes will be effective when notice of such change is posted at the Website. If any change is not acceptable, you must discontinue your use of the Website immediately. You agree that your continued use of the Website after any such changes are posted will constitute acceptance by you of such changes. No change to the Terms that is not posted to the Website by us is valid unless it is in writing and signed by an authorized signing officer of Freedom Mobile.
(b) We have developed this Website for the use of our customers, prospective customers and any one else interested in Freedom Mobile, its products and services or the wireless communications industry generally. We may add, modify, correct, terminate, suspend, discontinue, impose limits, restrict your access or otherwise change any aspect of the Website, including the availability of any features and any User Submissions or other content or materials, at any time without notice or liability.
(a) You are free to use and download the material posted on this Website for non-commercial purposes, to store it temporarily on a single computer, and to print it solely for your own personal purposes. You agree to abide by all copyright notices, information and restrictions contained in any content on this Website. You also agree that you are solely responsible for actions and communications undertaken or transmitted in the course of your use of the Website, including your User Submissions.
(b) Except as expressly permitted by the Terms, and as a condition of your use of this Website, you may not, may not attempt to, nor may you allow or encourage, promote or advise others to, directly or indirectly:
I. print, download or otherwise save to any storage device or fix in any medium, any of the Website;
II. sell, reproduce, produce, display, broadcast, perform, translate, reverse engineer, or, except through any functionality specifically provided by the Website to do so, distribute, transmit, create derivative works, modify or attempt to modify the Website in any way;
III. use the Website for any commercial purpose including without limitation for any commercial solicitation;
IV. transfer any downloaded material to any other person;
V. use the Website for any unlawful purpose or in any unlawful manner, or in any manner which is otherwise contrary to or violates any law, regulation or the rights of any third party or in a manner that could damage, disable, overburden or impair the Website;
VI. circumvent, disable or interfere with the security of, or otherwise abuse, the Website or any services, system resources, accounts, servers or networks connected to or accessible through the Website or affiliated or linked sites, including any security features or functionality;
VII. disrupt or interfere with any other person’s use or enjoyment of the Website or any affiliated or linked sites;
VIII. except for the purpose of indexing the then-current Website to create publicly available search functions, use any robot, spider or other automatic program or device, or manual process, to monitor, copy, summarize, scrape or otherwise extract information from the Website;
IX. use another person’s e-mail address, password, service, system or other information without that person’s and our prior written authorization, create or use a false identity on the Website, impersonate any person or otherwise misrepresent your identity, status, qualifications or affiliations;
X. transmit on, to or from the Website any spam, chain letters, junk mail or any other type of commercial solicitation or unsolicited mass e-mail or messaging;
XI. attempt to obtain unauthorized access to the Website or portions of the Website which you are restricted from accessing; or
XII. collect or harvest information about any other users of the Website.
(c) We reserve the right, immediately and without prior notice, to suspend or terminate access to the Website. We reserve the right to limit, restrict or decline registration for Website in our sole discretion. If we terminate your registration on the Website, you may not re-register on the Website (including without limitation using another e-mail address) without our prior written consent.
(b) You must treat your password as personal and confidential and must not disclose it to any third party, permit any third party to use your password or otherwise transfer or assign your password. You are responsible for all use of the Website under your password. If the confidentiality of your password is compromised, or you become aware of any unauthorized use or breach of security, you must inform us immediately. We are entitled to rely upon all instructions received by us through the use of your password as authentic and valid instructions which you are fully authorized to issue, including in respect of any User Submissions. We are not responsible for unauthorized or improper use of your password and we do not assume any responsibility or obligation to monitor the use of your password. However, if we suspect that your password is being used fraudulently, without your authorization, or otherwise in a manner inconsistent with the Terms, we reserve the right to suspend or terminate the related user account without notice or liability.
(a) Except for User Submissions, this Website, including without limitation all intellectual property rights therein and thereto, is and shall continue to be owned and subject to copyright and other proprietary rights by us and our licensors. You agree to comply with all copyright and other applicable laws worldwide in your use of the Website and to prevent any unauthorized copying or use of the Website. Except as expressly set forth in this Terms, you have no rights in or to the Website. Where reproduction is expressly permitted, you must retain all copyright and trademark notices and any other proprietary notices relating thereto on any reproduction.
(b) Certain names, words, titles, phrases, marks, logos, icons, graphics or designs on the Website constitute trade-names, trade-marks or service marks of Freedom Mobile, its affiliates or its licensors, are protected by law and may not be used, copied, imitated or used (including without limitation use in HTTP headers, meta tags or other non-visible pages, text or code), in whole or in part, without the prior written consent of their respective owners. “Freedom Mobile” and names and logos are trademarks of Freedom Mobile Inc.
(c) Any unauthorized downloading, transmission, republication or other copying or modification of this Website, including trademarks, trade names and service marks, may violate federal, common or civil law trade-mark law and copyright law, and may result in legal action.
(d) If you believe that any content on this Website may infringe on copyright or other intellectual property rights held by you or a third party, please contact us immediately. We will take steps to investigate and, if appropriate, remedy any such infringement or potential infringement.
(a) If you submit, transmit or upload suggestions, ideas, notes, text, graphics, images, photographs, videos or other audio-visual material, concepts, data, applications, software, code, programmed instructions or other information (collectively, the “User Submissions”) to the Website, or to us by email, through the Website or by other means of communication, ownership of such User Submissions shall remain with you, provided that the communication of such User Submissions shall be deemed to be your permission and grant:
I. to us and our successors and assigns, of a perpetual, worldwide, irrevocable, non-exclusive license, without compensation, reimbursement or any other payment, to publish, copy, perform, communicate, distribute, display, create derivative works, sublicense, translate, adapt and otherwise use the Submissions without restriction and for any purpose whatsoever, whether commercial or otherwise; and
II. to all other users of the Website, a perpetual, worldwide, irrevocable, non-exclusive license, without compensation or payment, to use, reproduce and modify such Submissions in the normal course of using the Website as permitted by the Terms.
(b) You hereby waive any moral rights in or to such User Submissions in favour of Freedom Mobile.
(c) You represent, warrant and covenant that:
I. all your User Submissions will comply with the Terms, including without limitation the restrictions on uploaded or transmitted content set out below; and
II. you own or have the unencumbered right to submit to us your User Submissions and grant us the rights set forth above, including, without limitation, that you have all applicable licenses, consents, permits, permissions, clearances and waivers, whether in respect of intellectual property rights, proprietary rights, moral rights, personality rights, personal information rights, confidentiality restrictions or otherwise.
(d) None of the User Submissions shall be subject to any obligation of confidence on our part and we shall not be liable for any use or disclosure of the User Submissions. You acknowledge and agree that you are solely responsible for your User Submissions and the posting, transmission or publication thereof on or through the Website.
(e) You agree not to upload, post, distribute or otherwise transmit on, through or to the Website:
I. any virus, trojan horse, worm, backdoor, shutdown mechanism or similar software, code, script or program which is intended to, is likely to or has the effect of disabling, denying access to, damaging or destroying, corrupting or affecting the normal use of the Website or any data, software or equipment stored thereon or used in conjunction therewith;
II. any material that contains any error, deficiency, omission, misstatement or misrepresentation;
III. any material that is or is reasonably likely to be construed as deceptive, fraudulent, libellous, defamatory, threatening, intimidating, abusive, harassing, violent, hateful, degrading, obscene, pornographic, profane, harmful or injurious to individuals, tortious or that may otherwise result in criminal, regulatory or civil liability;
IV. any material that is or is reasonably likely to contravene any law, statute, regulation, decree, order or similar rule;
V. any material that, when used on the Website, violates any agreement, intellectual property rights, moral rights, publicity rights, privacy rights, fiduciary obligations or other rights of a third party;
VI. any commercial solicitation, advertisement or other material intended to promote the sale or supply of a good or service, including without limitation any material for which you receive any compensation, fee or other incentive or reward to post to websites; or
VII. any material that contravenes any notice or guideline posted to the Website from time to time by us.
(f) We will fully cooperate with any law enforcement authorities or court order requesting or directing us to disclose the identity of anyone posting any illegal information or materials.
(g) Although we may from time to time (and reserve the right to) monitor or review User Submissions and other content, discussions, chats, postings, transmissions, bulletin boards, and other material posted to the Website by other users or third parties, we are under no obligation to do so and assume no responsibility or liability arising therefrom, nor for any error, defamation, libel, slander, omission, falsehood, obscenity, pornography, profanity, danger, or inaccuracy contained therein. You hereby waive any rights or remedies you may have against us in respect of any User Submissions or your reliance thereon. We reserve the right (but have no obligation) to edit, modify, remove, redact or refuse to display or post any User Submissions on the Website in our sole discretion without notice or liability.
(a) You acknowledge that any use of or reliance on the Website shall be at your sole risk. We make no representation or warranty of any kind regarding the Website, all of which is provided on an “AS IS”, “WHERE IS” and “AS AVAILABLE” basis. We have no obligation to maintain either the availability or the currency of the Website and have no obligation or liability for the Website (including any User Submissions) or for any damages to users of the Website, however caused.
(b) We do not:
I. guarantee, and make no representation, warranty or condition as to the truthfulness, accuracy, adequacy, reliability, correctness, currency, veracity or completeness of the Website or any portion or functionality thereof;
II. warrant that the Website will continue to operate, operate without interruptions or that it will be error-free, that defects will be corrected or that it will be free of viruses or other destructive elements; or
III. endorse any statements or opinions expressed on the Website by third parties, including without limitation other users of the Website or third parties advertising on the Website.
(c) TO THE FULLEST EXTENT PERMITTED BY LAW, WE EXPRESSLY DISCLAIM ALL REPRESENTATIONS, WARRANTIES AND CONDITIONS, INCLUDING WITHOUT LIMITATION ANY WARRANTIES OR CONDITIONS OF WORKMANSHIP, MERCHANTABILITY, SATISFACTORY QUALITY, LATENT DEFECTS, MERCHANTABLE QUALITY, TITLE, NON-INFRINGEMENT OF PROPRIETARY RIGHTS AND FITNESS FOR A PARTICULAR PURPOSE AND THOSE ARISING BY STATUTE OR OTHERWISE IN LAW OR FROM A COURSE OF DEALING OR USE OF TRADE.
Exclusion and Limitation of Liability
(a) YOU AGREE THAT WE WILL NOT BE RESPONSIBLE OR LIABLE FOR ANY LOSS OR DAMAGES WHATSOEVER, INCLUDING WITHOUT LIMITATION DIRECT, INDIRECT, INCIDENTAL, PUNITIVE, EXEMPLARY, MORAL, SPECIAL OR CONSEQUENTIAL DAMAGES OR OTHER DAMAGES (INCLUDING WITHOUT LIMITATION DAMAGES FOR HARM TO BUSINESS, LOSS OF INFORMATION OR PROGRAMS OR DATA, LOSS OF PROFIT, LOSS OF SAVINGS OR LOSS OF REVENUE) UNDER ANY LEGAL THEORY ARISING OUT OF OR RELATING TO:
I. THE WEBSITE OR THE USE THEREOF OR THE INABILITY TO USE THE WEB SITE IN ANY MANNER WHATSOEVER; OR
II. ANY UNAUTHORIZED ACCESS TO THE WEBSITE OR BREACH OF SECURITY, INCLUDING TO ANY OF YOUR USER SUBMISSIONS OR YOUR REGISTRATION INFORMATION, EVEN IF WE HAVE BEEN ADVISED OF OR COULD REASONABLY FORESEE THE POSSIBILITY OF SUCH DAMAGE OR LOSS.
(b) IN ANY EVENT, YOU AGREE THAT OUR AGGREGATE LIABILITY FOR ALL DAMAGES WHATSOEVER, WHETHER IN CONTRACT, TORT OR OTHERWISE, SHALL BE LIMITED TO THE AMOUNT PAID BY YOU TO US, IF ANY, FOR THE RIGHT TO ACCESS THE WEBSITE IN THE ONE MONTH PERIOD IMMEDIATELY PRECEDING THE CAUSE OF ACTION.
(c) THE LIMITATIONS, EXCLUSIONS AND DISCLAIMERS IN THE TERMS SHALL APPLY IRRESPECTIVE OF THE NATURE OF THE CAUSE OF ACTION, DEMAND, OR ACTION INCLUDING BUT NOT LIMITED TO BREACH OF CONTRACT, NEGLIGENCE, TORT, OR ANY OTHER LEGAL THEORY AND SHALL SURVIVE A FUNDAMENTAL BREACH OR BREACHES OR THE FAILURE OF THE ESSENTIAL PURPOSE OF THIS AGREEMENT OR OF ANY REMEDY.
(d) SOME JURISDICTIONS MAY NOT ALLOW THE LIMITATION OR EXCLUSION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, IN WHICH CASE SUCH LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO YOU, BUT IN WHICH CASE OUR LIABILITY WILL BE LIMITED TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW.
You agree to defend, indemnify and hold us harmless from and against any and all claims, actions or demands, including without limitation reasonable legal and accounting fees, resulting from your actions or omissions, including without limitation your use of the Website, from or relating to any of your User Submissions, your violation or infringement of any third party rights, including without limitation any copyright, patent, trade-mark, proprietary, privacy or moral right, or any breach by you of the Terms.
(a) You are free to create links to the Website, provided such link does not portray us or any of our products or services in a false, misleading, derogatory or defamatory manner and provided such link does not trigger any pop-up, pop-under window or the presentation of any other type of advertisement or notice. We reserve the right to revoke this limited right at any time. You may not use frames or framing techniques to enclose all or any part of the Website or otherwise embed any materials from the Website within another website or location, or use masks, overlays or similar techniques or methods to alter, hide or reformat the presentation of all or any part of the Website or to layer other content or materials on top of or within the browser window within which the Website is presented, without our prior written consent.
(b) The Website may contain links to third-party websites, advertisers, services, special offers, contests or other events or activities that are not owned or controlled by us. We do not assume responsibility for any third party websites, advertisers, services, special offers, contests or other events or activities and provide such links only as a convenience to you. The inclusion of any link does not imply sponsorship, endorsement, affiliation, association, investigation or verification by us of the linked website, its operators or its content. If you access any third party websites, advertisers, services, special offers, contests or other events or activities that are not owned or controlled by us, you do so at your own risk.
(d) The Terms apply to the Website. Other websites or domains associated with or made available by Freedom Mobile may be governed by separate terms and conditions or separate privacy policies.
I. We provide you with the ability to link your unique “My Account” feature on the Website with your accounts with certain of social network services (“SNSs”) such as Twitter and Facebook. If you elect to link your accounts as described, you will be able to log into your “My Account” feature through such SNS. You can disable the link at any time by logging into your profile and selecting the option to disable the link.”
To the fullest extent permitted by applicable law, you agree that all disputes or disagreements between you and us relating to the Website or Terms will be settled by confidential, final and binding arbitration by a single arbitrator in the forum and under the rules we mutually agree upon, failing which the Arbitration Act, 1991 (Ontario) will apply.
(a) The Website is controlled, operated and administered by us from our offices in Canada. We make no representation or warranty that the Website is appropriate or available for use at any location outside Canada. If you access the Website from outside Canada, you are responsible for compliance with all local law. You may not export any of the Website in violation of any applicable export laws and regulations.
(b) The Terms shall be deemed to have been made and performed exclusively in the Province of Ontario and shall be governed by and construed under the laws of Ontario without giving effect to its conflict of laws principles. You hereby submit to the non-exclusive jurisdiction of the courts of Ontario for any claim related hereto, arising herefrom or in connection herewith and agree not to bring any action, claim, suit or proceeding against us in any jurisdiction other than Ontario.
Any legal proceeding by you arising from or in connection with the Terms or the Website must be brought within two years after the event which is the subject of the proceeding has occurred. If any provision of the Terms is unlawful, void, or for any reason unenforceable, then that provision shall be deemed severable from the Terms and shall not affect the validity of any remaining provisions. The Terms constitutes the entire agreement between you and us in respect of its subject matter, provided however that the purchase, supply or use of any of our products or services will be subject to separate terms and conditions relating to same as delivered or made available to you (including through the Website). You may not assign the Terms, including by operation of law. We may assign the Terms in our sole discretion. The Terms shall endure to the benefit of and be binding upon the respective successors and permitted assigns of the parties hereto. No waiver of any breach of any term or provision of the Terms is effective or binding unless made in writing and signed by us and, unless otherwise provided, is limited to the specific breach waived.
Call us at 1-877-946-3184 or send us a message on Twitter (@freedomsupport)
If your problem isn't resolved through one of those channels, please mail the Office of the President at our mailing address:
Freedom Mobile Inc.
16 York Street
Toronto, Ontario M5J 0E6
If your problem is still not resolved please find information about contacting the Commission for Complaints for Telecom-television Services Inc. here.