Freedom Home Internet and TV Terms of Service

Updated as of April 23rd, 2024

General

1. What are the Terms of Service?

These terms of service (“Service Terms”) govern your use of any Services, as defined below.

Throughout this document:

  • Authorized Device” means a media player that Freedom has authorized to use with Freedom TV Service;

  • E-9-1-1” means enhanced 9-1-1 service which may provide emergency services personnel with your location information and phone number;

  • Equipment” means any device, equipment or hardware used to access the Services or used in conjunction with the Services, excluding Authorized Devices which Freedom may resell;

  • I”, “me”, “you”, “your” and “yours” refer to you but also to persons that you authorize to use the Service or act as your agent with regard to the Service;

  • Identifiers” means e-mail addresses, account numbers, personal identification numbers (“PINs”), Internet Protocol addresses, personal web page addresses, access codes and any other identifier assigned to you by Freedom;

  • My Account” means all content available,

    on the customer portal that allows you to access features and information relating to your Services and your account with Freedom;

  • Policies” are defined in Section 11 of the Service Terms;

  • Service Agreement” means an agreement setting out the terms for specific Services;

  • Services” means any home services that you subscribe to or receive from or through Freedom for greater certainty, Services does not mean any mobile services you subscribe to or receive from or through Freedom;

  • Software” means any software used to access the Services or used in conjunction with the Services;

  • Freedom” means Freedom Mobile Inc.;

  • Freedom Parties” means Freedom, its parents, subsidiaries, affiliates, partners, licensors, dealers, representatives, suppliers and agents (and their respective employees, officers, directors, shareholders and representatives);

  • us”, “we”, “our” or “ourselves” means Freedom; and

  • Website” means all content on the Freedom website (www.freedommobile.ca).

2. What is included as part of my Agreement for Services with Freedom?

Your complete agreement with us (“Agreement”) includes:

i. these Service Terms;

ii. any Service Agreement for the specific Services you subscribe to (such as this Communications Service Agreement, the Freedom Home Internet Service Agreement and the Freedom TV Service Agreement)

iii. our Freedom Home Internet Acceptable Use Policy which sets out prohibited activities, certain limits on your use of the Services and how we enforce violations of the policy;

iv. our Privacy Policy which sets out how we collect, use and disclose and safeguard your personal information and what rights you have regarding your personal information;

v. our Freedom Home Internet's ITMP (Internet Traffic Management Policy) which describes how me manage our network to ensure network integrity and the best possible services experience for all of our Internet customers;

vi. any Freedom document describing features, products or Services; and

vii. any other document incorporated by reference.

In the event of an inconsistency between the constituent documents of the Agreement, the inconsistency will be resolved by giving preference first to a Service Agreement, then to the Service Terms, and lastly to any other Freedom document. Your Agreement, with any amendments, is the entire Agreement you have with us for the applicable Services.

3. How do I accept the Agreement?

You acknowledge that you have read, understood and agreed to the Agreement when you place an order for Services by any means including online or over the phone.

If you do not agree to the Service Terms or any applicable Service Agreement, you may not use the Services.

4. How long does the Agreement last?

The term (“Term”) of your Agreement with Freedom begins when you accept the Agreement and will continue until the Agreement is cancelled. Freedom provides Services to you on an ongoing month-to-month basis, so there is no set end date.

5. Can Freedom change the Agreement?

Unless otherwise specified in the Agreement, Freedom can change the terms of the Agreement and any aspect of the Services. Before we make any changes to the Agreement, we will give you at least thirty (30) days’ written notice (sixty (60) days’ notice for a key term, as defined in the CRTC’s Internet Code, of an Internet Service) by email or letter.

6. What if I do not agree with a change that Freedom makes to the Agreement?

If you do not agree with a change made by Freedom, you may cancel the affected Services in accordance with Section 30. There are no fees or charges if you decide to cancel because of a change that we make to the Agreement.

Account, Charges and Payment

7. How does Freedom charge me for Services?

In order to initially activate and use Services, you must pay all monthly recurring and one-time charges (collectively, “Fees”) for your Services in full in advance. Once paid, your Services will be activated. You are not entitled to receive any Services that you have not already paid for. Your Services will be automatically charged in Canadian dollars on the first day of each month to your credit card or any other pre-authorized payment method made available to you by Freedom. You can log-on to My Account to access a statement of the Fees that will be due for the following month. Newly added Services or changes to your Services may result in pro-rated charges for a partial month. Service Agreements may also modify the payment terms for certain Services.

8. How can I pay for my Services?

You must pay for your Services by credit card or any other pre-authorized payment method made available to you by Freedom. You confirm that you are an authorized user of the credit card or any other method of payment that may be made available by Freedom, that your payment method is valid and has not expired or closed. You must promptly advise Freedom if your credit card or other payment method changes by contacting Freedom through the point(s) of contact set out in Section 44 of these Service Terms.

9. What charges apply to failed payments, rejected payments and other account processing actions?

If your pre-authorized payment method is refused, you must pay us immediately using another payment method accepted by Freedom. If you do not, your Services will be suspended until payment has been received and you will be charged a $25 account processing fee. If your account has been suspended, we will not issue any credit for the days without service. If your accounts is more than 30 days past due, your Services will be cancelled and your account will be assigned to a collection agency. Any resumption of Services will be subject to an installation fee of up to $80 if you require a technician. You agree that we can charge any unpaid and outstanding amount, including our account processing fee and taxes, on your account to your credit card or any other payment method pre-authorized by you for payment of Fees.

10. What if I dispute a Fee ?

If you have any questions, disputes or discrepancies to report regarding Fees, you must do so within thirty (30) days of the statement date. Failure to notify us within this time period will constitute your acceptance of such Fees. We will investigate disputes and if, in our sole discretion, we determine that a portion of the Fees was incorrectly charged, then we will reverse the disputed portion of the Fees. You must pay the undisputed portion of the Fees in accordance with Section 8.

Your Responsibilities

11. Does Freedom have any policies that apply to the Services?

Yes. From time to time, Freedom may establish policies, rules and limits (collectively “Policies”) concerning, without limitation, the use of the Services, Equipment and any products, content, applications or services used in conjunction with the Services or Equipment. The Policies are available on our Website.

12. Are there any limits to my use of the Services?

Yes. You agree to comply with and use the Services for your own personal, family or household use, in accordance with the Agreement and all applicable laws. You also agree not to:

Resell the Services, receive any charge or benefit for the use of the Services; and

Transfer your Services without our express consent.

You must also follow any Policies and Service Agreements setting out acceptable use guidelines for the Services and Equipment.

13. How can I be sure that Freedom has accurate contact information for my account?

You are responsible for keeping the contact and payment information you provide to Freedom (including name, mailing address, email address, address where the Services will be provided to you, phone number, and any authorized users) up-to-date and accurate and to let us know if it changes. If this Agreement is cancelled, you will provide Freedom with forwarding information for final statements or correspondence if your new contact information is different from the information we have on file.

14. What am I responsible for if my Freedom account is compromised?

You are responsible for any use of the Services that originate from your account. You must take appropriate measures to ensure that others do not gain unauthorized access to your Services or account. You must notify Freedom immediately through the point(s) of contact set out in Section 44 should you suspect unauthorized use of the Services or if Equipment is lost or stolen. You are responsible for payment of all Fees and taxes charged to your account, whether authorized by you or not, which is why it is so important to protect your account and keep account information (including authorized users) up-to-date.

Freedom Services

15. Are there any warranties on the Services?

To the maximum extent permitted by law, the Freedom Parties do not guarantee or warrant the performance, availability, coverage, uninterrupted use, security, pricing or operation of the Services, the Equipment or any products, content, applications, software, services, facilities, connections or networks used or provided by us or third parties (collectively, the “Offering”).

Freedom may limit the amount of an Offering that you may purchase. You bear the entire risk as to the use, access, transmission, availability, reliability, timeliness, quality, security and performance of the Offering.

The Freedom Parties do not make any express or implied representations, warranties or conditions, including warranties of title or non-infringement, or implied warranties of merchantable quality or fitness for a particular purpose, with regard to the Offering.

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

16. Does this mean that there may be circumstances when the Services are not available?

Unfortunately, yes. Performance and availability of the Services depend on several factors, including access to third-party providers and suppliers that Freedom does not fully control. You acknowledge and understand that the Services, including public alerts or special needs services, may not function correctly, or at all, in the following circumstances:

  • If your Equipment fails, is not configured correctly or does not meet Freedom’s requirements;

  • If you install certain third party applications on your Equipment;

  • In the event of a high-speed Internet service outage, regardless of the supplier providing the high-speed Internet service to you;

  • In the event of a network outage or power failure;

  • If you or somebody else tampers with or, in some cases, move the Equipment; or

  • Following suspension or termination of your Services or account.

17. What is Freedom’s policy for Service interruptions?

You are entitled to a credit if a Service is interrupted and unusable for at least 48 consecutive hours. You may request a refund in writing within 15 days of the end of the interruption. You are not entitled to any other compensation. The amount of the credit will be prorated based on the duration of the interruption, in the following manner: Monthly price of the service divided by the number of days included in the billing period and then multiplied by the number of days of service interruption.

However, you are not entitled to a credit if the interruption is caused by:

  • a work stoppage;

  • an act of vandalism;

  • an order from the police or any other law enforcement agency forcing us to interrupt your Service;

  • any other event of force majeure or circumstances beyond our control or beyond the control of a Freedom partner service provider.

Freedom Equipment and Software

18. Are there any limitations with respect to use of Equipment?

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

  • You will take reasonable care of the Equipment;

  • You may not sell, lease, mortgage, transfer, access, assign or encumber the Equipment;

  • You may not relocate the Equipment without our knowledge and permission; and

  • You will return the Equipment to us at your own expense upon termination of the Services to which the Equipment is related.

If Equipment is lost, stolen or damaged or sold, leased, mortgaged, transferred, assigned, encumbered or not returned, you agree to pay us the undiscounted value of Equipment.

19. If I order Equipment from Freedom when will it be delivered?

After you place an order for Equipment, you will receive a shipping notification email with shipping details, including the delivery address and tracking information so that you can follow your order and know when to expect delivery from the courier. That shipping notification email is incorporated by reference into your Agreement.

20. What happens if there are problems with Equipment?

Equipment provided by Freedom may be covered by a manufacturer's or other warranty. Please see the materials accompanying your Equipment, or the manufacturer's website, for warranty information and details, including coverage, duration and how you may make a claim under the warranty.

For greater certainty, Freedom shall have no liability with respect to Authorized Devices, and all warranties and benefits to you, with respect to those devices shall be limited to a manufacturer’s warranty, which accompany those devices.

If Freedom determines that any Equipment provided by Freedom must be replaced, Freedom will send you a shipping label and instructions to return the old Equipment. You will not be charged for the old or replacement Equipment in the following circumstances:

  • The old Equipment is received by Freedom within 30 days;

  • The old Equipment in its original packaging including all packaging and materials provided by the manufacturer;

  • All accessories and ancillary equipment provided by the manufacturer (e.g. power adapter, remote controls and wires) are also returned;

  • You use adequate bubble packaging or other protective packaging to prevent damage to Equipment during shipping; and

  • Following inspection of the old Equipment, Freedom determines that there was no physical damage to the Equipment.

Freedom reserves the right to charge you the undiscounted value of any Equipment not returned to us in full compliance with this section.

For additional details about the process and timelines for Equipment exchanges, please contact Freedom through the point(s) of contact set out in Section 44.

21. Do I need to grant Freedom access to Equipment?

Yes. You agree to authorize us, our representatives and our suppliers to enter or have access to your premises as necessary at mutually agreed upon times to install, maintain, inspect, repair, remove, replace, investigate, protect, modify, upgrade, disconnect or improve the operation of our services, the Equipment or our facilities or networks, whether for your benefit or the benefit of others.

22. Will the Service ever require changes of Equipment?

Yes. The Equipment and its specifications and location may need to be changed, at our sole discretion, from time to time. Unless otherwise specified by us, you are solely responsible for updating or maintaining your Equipment and software as necessary to meet such requirements, and you may not be entitled to customer support from us if you fail to do so.

23. Are there any limitations to the use of Software?

Yes. Software, including all related documentation accompanying the Software (“Software Documents”), is for your own non-commercial personal, family or household use and may not be distributed, transferred or sold. All Software and Software Documents remain our property or that of our licensors or content providers, as applicable. You agree to take reasonable steps to protect Software and Software Documents from theft, loss or damage. You must review and agree to any applicable end user licence agreement of Freedom, our licensors or content providers. Unless otherwise provided in the applicable end user licence agreement, all end user licence agreements will be cancelled upon cancellation of the applicable Agreement.

Proprietary Rights

24. Is the content that I access through the Services subject to any intellectual property rights?

Yes. You acknowledge that content including, but not limited to text, software, music, sound, photographs, video, graphics or other material accessed through the Services or the Internet (collectively, the “Customer Accessed Content”) is protected by applicable copyrights, trade-marks, patents, trade secrets and/or other proprietary rights and laws.

Your license to use Customer Accessed Content, unless otherwise permitted by applicable laws or by a valid licence to use such content for other purposes, is limited to your own personal, lawful, non-commercial use.

You further acknowledge that, except where expressly stated otherwise, all Equipment, Software, content, documentation, processes, designs, technologies, materials and all other things comprising the Services are owned by Freedom, its licensors or its suppliers and are protected by applicable copyrights, trade-marks, patents, trade secrets and/or other proprietary rights and laws.

25. Do I have any rights to the content that I provide in connection with the Services?

Yes. Freedom does not claim ownership of information, materials, software or other content (collectively, the “Customer Provided Content”) that you post, upload, input, provide, submit or otherwise transmit to Freedom or any third party, using the Services. However, you agree that by posting, uploading, inputting, providing, submitting or otherwise transmitting the Customer Provided Content to Freedom or any third party, using the Services, you have thereby granted Freedom a royalty-free, non-exclusive license to use, copy, distribute, transmit, display, edit, delete, publish and translate such content to the extent reasonably required by Freedom to provide the Services to its customers or to ensure adherence to or enforce the terms of this Agreement.

26. Who owns Identifiers used in connection with the Services?

Except where otherwise specified by Freedom, Identifiers remain the property of Freedom at all times.

Privacy and Confidentiality of Your Information

27. How does Freedom protect my personal information?

Freedom protects your personal information in a manner consistent with our Privacy Policy and applicable laws. For more information, please see our Privacy Policy available at www.freedommobile.ca/en-CA/privacy-policy.

Liability and Indemnification

28. How do Freedom Parties limit their liability?

You agree that, unless otherwise specifically set out in an Agreement, to the maximum extent permitted by applicable law, Freedom Parties’ liability for negligence, breach of contract, tort, or other causes of action, including fundamental breach, is limited to a maximum amount equal to the greater of twenty ($20) or three (3) times the amount of the credit to which you are entitled for a Service interruption of 48 hours or more.

Other than the foregoing payment and to the maximum extent permitted by applicable law, the Freedom Parties are not liable to anyone for:

Any direct, indirect, special, consequential, incidental, economic or punitive damages (including loss of profit or revenue, financial loss, loss of business opportunities, loss, destruction or alteration of data, files or software, breach of privacy or security, property damage, personal injury, death or any other foreseeable or unforeseeable loss, however caused) resulting or relating directly or indirectly to the Offering or any advertisements, promotions or statements relating to any of the foregoing, even if we were negligent or were advised of the possibility of such damages;

The performance, availability, reliability, timeliness, quality, coverage, uninterrupted use, security, pricing or operation of the Offering;

Any errors, inclusions or omissions related to the Offering;

The denial, restriction, blocking, disruption or inaccessibility of any Services, including public alerts or special needs services, Equipment or Identifiers;

Any lost, stolen, damaged or expired Equipment, Identifiers, passwords, codes, benefits, discounts, rebates or credits;

Any acts or omissions of a telecommunications carrier whose facilities are used to establish connections to points that we do not serve; or

Any claims or damages resulting directly or indirectly from any claim that the use, intended use or combination of the Offering or any material transmitted through the Services infringes the intellectual property, industrial, contractual, privacy or other rights of a third party.

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

29. Must I indemnify Freedom Parties with regards to the Agreement?

Yes. You agree to indemnify and hold harmless the Freedom Parties from all demands, claims, proceedings, losses, damages, costs and expenses (including, without limitation, reasonable legal fees and other litigation expenses) incurred by or made against the Freedom Parties, which result from or relate to the Services, your use of the Services or other matters related to this Agreement.

Cancelling and Suspending Freedom Services

30. When and how can I cancel Services?

You may cancel any or all of your Services and any corresponding Agreement by contacting Freedom through the point(s) of contact set out in Section 44 of these Service Terms.

31. Can Services be transferred to another provider?

Some Services and Identifiers may be transferred to another provider. Upon transfer-out of one or more Services and Identifiers to another provider, the applicable Agreements will be automatically cancelled.

32. When can Freedom cancel my Services, with notice?

Freedom may cancel any or all of your Services and corresponding Agreements upon no less than thirty (30) days’ written notice to you. Applicable charges continue until the cancellation date.

33. When can Freedom cancel or suspend my Services, without notice?

In addition to our rights to cancel your Services pursuant to Section 32, Freedom may also restrict, block, suspend, disconnect or cancel for cause any or all of your Services or accounts without notice or liability, if:

  • you are in breach of this Agreement, including non-payment of your charges or non-compliance with any Policies;

  • you exceed our reasonable usage limits;

  • you have given us false, misleading or outdated information;

  • we reasonably suspect or determine that any of your Services, Equipment and/or Identifiers are the subject of fraudulent, unlawful or improper usage or usage that adversely affects our operations or the use of our services, facilities or networks by others;

  • you harass, threaten or abuse us or our employees or agents;

  • you fraudulently or improperly seek to avoid payment to us;

  • we need to install, maintain, inspect, test, repair, remove, replace, investigate, protect, modify, upgrade or improve the operation of the Services, the Equipment or our facilities or networks;

  • your Service is not activated with a reasonable period of time;

  • any account or service on which your Services depend is cancelled for any reason; or

  • we reasonably believe that there is an emergency or extreme circumstance that would warrant such 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 (including any Freedom mobile services) or a related Freedom entity (including accounts that may be in good standing);

  • you may be charged for any costs incurred by us or any related Freedom entity in connection with your breach of these Service Terms, including costs incurred to enforce your compliance;

  • your access to special needs services may also be restricted, suspended, blocked, disconnected or cancelled;

  • your rates for Freedom mobile services or any services with a related Freedom entity may change in accordance with the terms of those services; and/or

  • monthly Fees continue to apply during any suspension of Services.

34. What amounts must I pay if my Service(s) are cancelled?

If you or Freedom cancels one or more of your Services you must pay all outstanding Fees and any other amounts owing to Freedom at the time of cancellation. However, Freedom will provide a refund for the cancelled portion of monthly service Fees that you have paid in advance for Services. This refund will be pro-rated based on the number of days left in the last month after cancellation.

To the maximum extent permitted by law, any one-time activation and installation fees are non-refundable.

Notwithstanding the foregoing, Freedom does not issue any credits or refunds for cancellations for cause by Freedom, pursuant to Section 33. Services may also be subject to different cancellation and refund terms, as set out in the applicable Service Agreement(s).

35. How can I restore my Service(s) if they have been restricted, blocked, suspended, disconnected or cancelled by Freedom?

i. Freedom may, at its sole discretion, restore your Services, with or without conditions that may include:

ii. Full repayment of outstanding amounts owing to Freedom;

iii. Compensation for costs incurred by Freedom in connection with your breach of the Service Terms, including costs incurred to enforce your compliance or to restore your Services; or

Changes to your Fees on an ongoing basis.

36. What happens to credit balances on my final statement?

Generally, Freedom customers do not have credit balances on final statement. However, if circumstances cause you to have a credit balance on your final bill, we will refund this balance.

Additional Terms

37. Do I have to meet certain criteria to enter into this Agreement?

Yes. By entering into this Agreement, you represent and warrant that you have reached the age of majority in the province or territory of Canada applicable to the Agreement and that you possess the legal right and ability to enter into this Agreement and use the Services in accordance with this Agreement.

38. What is the process that applies to unresolved disputes with Freedom?

The process for disputing Fees is described in Section 10 of the Service Terms. More generally, if you have a dispute about Services, Software, Equipment, about this Agreement, or about what we say outside this Agreement, then we want to resolve the dispute quickly and fairly, and will work with you in good faith to do so. If you have tried to work with us but remain unsatisfied, then you have a right to escalate the dispute. Any unresolved dispute may be referred on a simplified and expedited basis to voluntary single arbitrator arbitration under the laws and rules relating to commercial arbitration in the province in which you reside. In such event, the fees for the arbitrator shall be shared equally by the parties.

You may escalate certain types of complaints externally with the Commission for Complaints for Telecom-television Services (“CCTS”) (www.ccts-cprst.ca, 1-888-221-1687). CCTS is the telecommunications consumer agency designated by the Canadian Radio-television and Telecommunications Commission (“CRTC”) to resolve certain consumer and small business disputes about telecommunications and television services. CCTS accepts complaints relating to service delivery, contract disputes, billing, credit management and unauthorized transfers of service. You can also obtain information on the Television Service Provider Code and Internet Code on the CRTC website: www.crtc.gc.ca.

39. Which Court has jurisdiction over claims related to the Agreement?

By entering into the Agreement, except where the CRTC, the CCTS or an arbitrator has jurisdiction, you consent to the exclusive jurisdiction of courts located in the province in which your billing address is located. However, if your billing address is outside of Canada, you submit to the jurisdiction of the province or territory in which the Services are delivered.

40. What laws apply to this Agreement?

The Agreement is governed exclusively by and construed in accordance with the laws of the province or territory in which your billing address is located, but if your billing address is outside of Canada, the Agreement is governed exclusively by the laws of the province or territory in which the Services are delivered.

41. What if parts of this Agreement become unenforceable?

If any part of this Agreement becomes outdated, prohibited or unenforceable, the remaining terms will continue to apply to you and Freedom. Even if Freedom decides not to enforce any part of this Agreement for any period of time, the term still remains valid and Freedom can enforce it in the future.

42. Can this Agreement be transferred?

Freedom may transfer or assign all or part of this Agreement (including any rights in accounts receivable) at any time without prior notice or your consent. You may not transfer or assign this Agreement, your account(s) or the Service without Freedom’s prior written consent.

43. Do any terms or obligations of this Agreement apply after the cancellation or expiry of the Agreement?

Yes. The cancellation, transfer or expiry of a Service Agreement or the Agreement shall not release you or us from any obligation which has accrued prior to that event, including but not limited to the obligation to pay any outstanding amounts owed for Services.

How to Contact Freedom

44. How do I contact Freedom?

To contact Freedom for any reason, including providing notices to Freedom pursuant to this Agreement, and unless advised by Freedom in writing otherwise,

you can reach us:

  • By Phone: 1-855-553-3736 (between 8:00 AM – 10:00 PM Local Time)

45. How do I contact Freedom for customer and technical support?

Unless otherwise specified in a Service Agreement, Freedom offers customer and technical support for its Services between 8:00 AM and 10:00 PM (Local Time) seven days a week, including provincial and federal statutory holidays. You may contact Freedom for customer and technical support via phone at 1-855-553-3736 (between 8:00 AM – 10:00 PM Local Time).