Refunds for Addresses that do not Qualify for Service

In cases where a customer’s address does not qualify for service and upfront fees have been paid, the customer account will be issued a full refund, including service, shipping fees and hardware and invoiced service fees. GETUS will make every effort to contact the account holder in this situation, however, it is the customers ultimate responsibility to request the refund.

Restocking fees do not apply to modems/receivers that remain unopened and for addresses that do not qualify for service by our vendors.

Money back Guarantee & Cancellation prior to Activation

GETUS Communications Ltd will allow a partial refund prior to Activation date of service scheduled by the assigned vendor minus $25 (plus additional taxes) modem restocking fee for rental and/or purchased equipment returned. If a customer provided their own modem, the restocking fee does not apply.

Refunds will be provided within 5 business days of the original equipment and accessories being returned to GETUS, and to the original payment method and requests must be made by phone or e-mail.

All equipment (purchased one-time or rental) are to be returned within 15 day(s), if not returned within 15 day(s) equipment will be charged at full retail price (plus additional taxes). This only applies to services that have not yet been activated by the vendor, requests must be approved by GETUS Client Care to review order progress by the assigned vendor and will be immediately cancelled.

Modem security deposits are returned within 7 business day(s) from the modem being returned to our warehouse. This allows time for testing the equipment to ensure the state of the equipment is in good, working condition for the next subscriber. Security Deposits may not be refunded in full or partially if the device is not in good, working condition. This includes cosmetic damages and/or missing cables from when the device was provided to you.

Cancelling Price-Guarantee Program

At GetUs Communications, we understand that circumstances may change, and you may need to cancel your services with us. We strive to make the cancellation process as straightforward as possible while ensuring transparency regarding any applicable fees.

To cancel your services with GetUs Communications, please contact our customer support team either by phone or email. Our representatives will guide you through the cancellation process and assist with any queries you may have.

If you choose to cancel your services within the 12-month promotional period, a modest cancellation fee of $15 per remaining month applies. This fee helps us cover administrative costs associated with processing your cancellation.

Suspension, Collection Procedures, and Terms of Service for Overdue Accounts

• Overdue Account Suspension:
  If your service remains unpaid for a period of 7 days beyond the due date, a temporary suspension will be imposed until the outstanding balance is settled. During the suspension period, access to the service will be restricted. To reactivate your service, the full balance must be paid promptly. Please note that a suspension fee of $10 will also be added to the outstanding balance.

• Account Cancellation due to Non-Payment:
  If your service remains unpaid for a period of 14 days beyond the due date, it will be canceled due to non-payment. To reinstate the service after cancellation, all outstanding balances must be settled, including any applicable reactivation fees.

• Outstanding Balances and Collection:
  To protect the interests of all parties involved, we have implemented a procedure for balances that remain unpaid for more than 45 days. In such cases, the outstanding amount will be forwarded to “Kingston Data & Credit” local collection agency for all follow-up collection attempts. This action may have consequences for your credit history and could result in additional fees. Prompt settlement of invoices is crucial to avoid any potential involvement with external collection agencies.

• Convenient Payment through MyAccount:
  To facilitate seamless payment processes, we highly recommend utilizing our online platform, MyAccount. By visiting https://myaccount.getus.ca, you can securely access your account and make the necessary payments. MyAccount offers a user-friendly interface that simplifies invoice management and ensures a smooth payment experience.
• Payment Arrangements and Cancellation:
  If you require assistance with payment arrangements or wish to cancel your service, our dedicated customer support team is available to assist you. Please reach out to us via phone at 1 (800) 396-1023 or through our Live Chat feature on our website at https://getus.ca. We will strive to address your concerns promptly and provide appropriate solutions.

Downtime Courtesy

Your account must have gone through extensive troubleshooting to be eligible to receive any refund or downtime credit. To qualify for downtime courtesy credit the issue must be on the vendor side, and not related to customer equipment, wiring or other on premise problems.

Upon verification of eligibility the account holder is entitled to an account credit of the value of the downtime. The downtime courtesy credit will be issued directly to the customer account on their next invoice.

Hardware Warranty & Returns

The manufacturer’s lifetime warranty covers all new modems and routers that have been purchased from GETUS. Used equipment will be provided in working condition, and may be exchanged for an equivalent valued device if it is found to not be working within 15-days of receipt. If any rental or loan equipment is found to be faulty, it can be exchanged at any time during the service for active clients at the discretion of GETUS Client Care.

The customer is responsible for product price difference for exchanges (if applicable).

A $25 restocking fee will apply for applicable returned and undamaged modems.

GETUS will provide customers with a Canada Post return label for hardware returns and replacements. In the event that there are missing items and the customer is required to ship them back to GETUS, the customer will be responsible for covering the associated shipping charges.

All equipment are to be returned within 15 day(s) from the date of cancellation, if not returned within 15 day(s) equipment will be charged at full retail price (plus additional taxes). This applies to all active/cancelled services and hardware exchanges.