The following terms and conditions apply to International Comwave Telecommunications Inc. ("Comwave") provision of telephony services (the "Services") and sets out the basic rights, obligations and limitations of Comwave to its Subscribers (the "Subscriber"). All of the terms and conditions contained herein (hereinafter referred to as "Terms") bind both Comwave and the Subscriber and are subject to change from time to time at the sole discretion of Comwave, without any prior notice to the Subscriber.
This is our agreement with you, the Subscriber. You agree not to use our Service for an illegal purpose, violating any law, making annoying or offensive calls, or interfering with other Subscribers' Service. You further agree not to resell, transfer, or share your service.
1.01 Non-Availability of Traditional 9-1-1 or E9-1-1 Dialing Service.
Comwave offers on its Home Phone service a form of 9-1-1 Dialing service (9-1-1 Dialing) that is similar to traditional 9-1-1 (9-1-1) service but has some important differences and limitations when compared with enhanced 9-1-1 Dialing service (E9-1-1) available in most locations in conjunction with traditional telephone service. With both traditional 9-1-1 and E9-1-1 Dialing service, your call is sent directly to the nearest emergency response centre. In addition, with E9-1-1 Dialing service, your call back number and address are visible to the emergency response centre call-taker. With Home Phone's 9-1-1 Dialing service, your call is sent to a national emergency call centre. The call centre operator will confirm your location information and then transfer your 9-1-1 call to the emergency response centre nearest your location. You should be prepared to confirm your address and call-back number since the operator may not have that information. Do not hang up unless told directly to do so and if disconnected, you should dial 9-1-1 again. A 9-1-1 fee of $0.75 per number shall apply.
1.02 Registration of Physical Location Required
You should ensure your location information, when registered with Comwave, is kept current at all times. In case you are not able to speak during the 9-1-1 call, the call-taker would dispatch emergency response vehicles to your last registered address. You need to update your 9-1-1 Dialing information if you move your device to a different location and if you add a new line to your account. To update or verify your 9-1-1 Dialing information you will need to log into the 9-1-1 section of the My Account web portal at the Comwave website. Your 9-1-1 Dialing service is activated when you subscribe to Comwave Home Phone service.
1.03 Service Outages
9-1-1 Dialing service will not function in the event of a power or broadband outage or if your broadband, ISP or Home Phone service is suspended or terminated. Following a power failure or disruption, you may need to reset or reconfigure your Telephone Adapter prior to utilizing the service, including 9-1-1 Dialing.
1.04 Re-Registration Required if You Change Your Number or Add or Port New Numbers
You must update and verify online at the my account web portal your location of use for each changed, newly added or newly ported number in order for 9-1-1 Dialing to function correctly.
1.05 Network Congestion; Reduced Speed for Routing or Answering 9-1-1 Dialing Calls
There may be a greater possibility of network congestion and/or reduced speed in the routing of a 9-1-1 call made utilizing the Service as compared to traditional 9-1-1- Dialing over traditional public telephone networks.
1.06 Conveying Limitations to Other Household Residents and Guests
You should inform any household residents, guests and other persons who may be present at the physical location where you utilize the Comwave Home Phone service of the important differences in and limitations of VoIP 9-1-1 Dialing service as compared with E9-1-1 Dialing service, as set out above.
1.07 Disclaimer of Liability and Indemnification
We do not have any control over whether, or the manner in which, calls using our 9-1-1 Dialing service are answered or addressed by any local emergency response centre. We disclaim all responsibility for the conduct of local emergency response centres and the national emergency calling centre. We rely on third parties to assist us in routing 9-1-1 calls to local emergency response centres and to a national emergency calling centre. We disclaim any and all liability or responsibility in the event such third party data used to route calls is incorrect or yields an erroneous result. Neither Comwave nor its officers or employees may be held liable for any claim, damage, or loss, and you hereby waive any and all such claims or causes of action, arising from or relating to our 9-1-1 Dialing service unless such claims or causes of action arose from our gross negligence, recklessness or willful misconduct. You shall defend, indemnify, and hold harmless Comwave, its officers, directors, employees, affiliates and agents and any other service provider who furnishes services to you in connection the Service, from any and all claims, losses, damages, fines, penalties, costs and expenses (including, without limitation, legal fees and expenses) by, or on behalf of, you or any third party relating to the absence, failure or outage of the Service, including 9-1-1 Dialing, incorrectly routed 9-1-1 Dialing calls, and/or the inability of any user of the Service to be able to use 9-1-1 Dialing or access emergency service personnel.
1.08 Alternate 9-1-1 Arrangements
If you are not comfortable with the limitations of the 9-1-1 Dialing service, you should consider having an alternate means of accessing traditional 9-1-1 or E9-1-1 Dialing services or terminating the Service.
2.01 Types of Services
The Terms contained herein apply to all the Services which the Subscriber may subscribe from Comwave, including, for: (i) fixed fee, bundled minutes and unlimited long distance calling plans for residential/home purposes in those destinations designated by Comwave from time to time from a designated telephone number (collectively, the "Unlimited Programs" or individually an "Unlimited Program"); (ii) pay for use regular long distance calling plans to countries designated by Comwave from time to time other than those countries which the Subscriber has already subscribed for as part of the Unlimited Programs (the "Standard Program "); (iii) Internet Voice Over IP local phone service (Home Phone). The Subscriber may use the Services provided by Comwave for long distance calling or local calling provided that the Subscriber does so in compliance with all applicable laws and the terms herein. The Subscriber acknowledges that he/she is the person authorized to subscribe for the Services. The Services may only be used by the Subscriber and all persons having the Subscriber's permission to use the Services. The Subscriber may only use the Services for voice telephone calls to landlines as the Services cannot be used for Internet connections, faxing or other data transmission without express written consent from Comwave. Comwave ePhone may include calling for a set annual fee to specific destinations. Calls to other destinations will be billed monthly at rates determined by Comwave from time-to-time.
2.02 Charges, Billing and Payment
The Subscriber is responsible for paying all charges, plus all applicable taxes thereon, for the Services subscribed from Comwave (these charges are subject to change from time to time at the sole discretion of Comwave without notice to the Subscriber), including for all calls: (i) made via the Subscriber's telephones or telecommunications systems; (ii) made using any number or authorization access code assigned to the Subscriber; and (iii) which are charged to the Subscriber's account. The Subscriber is responsible for the security of the Subscriber's authorization codes, and access to the Subscriber's telephones and telecommunications systems. NSF and all refused payments shall incur a $25 administrative fee per occurrence. Credit card charge-backs will incur a $50 administration fee. Comwave reserves the right to charge a 30% administrative fee or $50; whichever is greater, for all accounts remitted to collections. Due to billing software limitations any reference to Tax 1 or T1 outside of Ontario Canada, is in fact an additional service charge and not a government tax. In Ontario Canada, T1 is Provincial sales tax. Calls to Toll Free numbers will be billed at our North American long distance rate. Calls to mobile phones in some overseas destinations are billed at higher rates. Rates are listed on our website. Your rates may be different based on your package. If you have received equipment or software from Comwave for the purpose of providing you Comwave Services, (Home Phone, Internet, etc) you will be billed for these devices. These are typically but not limited to modems, VoIP telephone adapters, routers, modems etc that are reasonably required to provide you with the Services.
2.03 Charges will commence as of the Activation Date of the Service(s)
The Subscriber must pay for the charges of Services either by credit card by providing Comwave with the Subscriber's credit card number upon subscribing for the Service or by Pre-Authorized cheque payment by providing Comwave with the appropriate banking information. The Subscriber authorizes Comwave to make such charges against such credit card or bank account to satisfy all charges for the Services. Comwave will charge the Subscriber's credit card or bank account for charges for the Unlimited Program or any other package in advance commencing on the date of activation of the Services (pro rata for the remaining days in such month) and thereafter, an amount equal to 1 month payment for all packages purchased by the Subscriber will be taken from the Subscriber's credit card during the period from the first day of the month of service until the last day of the month of service, on a monthly basis or as stipulated by Comwave. Payment for Standard Services shall be made on the first day of each month for the Standard Services used in the preceding month. Comwave at its sole discretion may elect to change billing dates. Call increments may vary depending on destination and length of call. The Subscriber must bring payment inquiries and disputes to Comwave's attention within 10 days after the charge for the Services have been paid or the Subscriber will be deemed to have accepted such charges as accurate in all respects. The Subscriber also agrees to make all payments by pre-authorized credit card payment with the card number given to Comwave during the activation process unless the Subscriber has enrolled for billing services in which case payment is due upon receipt of invoice.
2.04 Credit and Security Deposits
Comwave reserves the right to examine the Subscriber's credit record before activating the Services. Should Comwave at any time consider a prepaid credit deposit to be insufficient, a further credit deposit may be required before it provides, continues, or reinstates the Services to the Subscriber. Comwave will determine, at its discretion, how the Subscriber's deposit or other security will be allocated to satisfy outstanding amounts owed by the Subscriber to Comwave. By subscribing to the Services, the Subscriber authorizes Comwave to investigate the Subscriber's credit worthiness, exchange credit information with credit reporting agencies on an ongoing basis and agrees from time to time, to provide appropriate authorizations and financial information as Comwave may reasonably request for this purpose. All deposits or other prepayments made by the Subscriber in connection with the Services will earn no interest.
2.05 Contract Term and MSF Rate Guarantee
Comwave services are sold on the following basis and will be subject to the Early Cancellation Fee (ECF) detailed in section 2.09.
(a) Home Phone Term Contracts: ECF will apply on all contracts (1-year, 2 year, and 3-year etc). The contract term length can be identified by the subscriber on the invoice for services with a 1YR, 2YR, or 3YR designation. The Term of the contract shall also serve as a rate guarantee to the Subscriber whereby the Monthly Service Fee (MSF) cannot be increased by Comwave for the entire term. Customer may change plans throughout the term but may be required to pay a fee to compensate for promotions received by the Customer who would have otherwise not received them.
(b) Home Phone No Contract: The Subscriber may cancel service without ECF. Comwave may increase rates at any time by providing the Subscriber with 30 days notification.
(c) Home Phone Pre-paid: This service is sold as a bundle that includes service for a specific period of time (Eg. $150 paid in advance, for 12 months of local phone service). Unless specifically advised by the Subscriber prior to the anniversary date, on each activation anniversary, Home Phone Pre-Paid is automatically renewed and the Subscriber will be charged once again. There are no refunds for any unused months for pre-paid service.
(d) Long Distance Service Contracts: Term contracts are subject to ECF.
2.06 Comwave's Right to Refuse to Provide Services
(a) The Subscriber owes amounts to Comwave that are past due;
(b) The Subscriber does not provide a security deposit or satisfy alternate security measures when requested by Comwave;
(c) Comwave has terminated the Services to the Subscriber in the past; and
(d) Comwave does not provide the requested Services to the country(s) desired by the Subscriber.
2.07 Services Interruption
(a) Comwave may interrupt the Services to the Subscriber at any time for any duration of time, without any notice or liability, in order to install, inspect, repair, replace or to perform necessary maintenance on the telecommunications equipment, facilities or network, or for other technical reasons as may be required.
(b) You may find the need to contact our Customer Service department. You agree to accept all costs associated with contacting our representatives. We do not accept collect calls. Comwave service is provided to the Subscriber on a best-efforts basis. The Subscriber acknowledges that Home Phone VoIP service requires high-speed Internet connectivity. Poor or lack of Internet connectivity, power failure, VoIP blocking, computer viruses and the like (Connectivity Issues) will cause service interruption and or failure of the service to function. It is the responsibility of the Subscriber to remedy these Connectivity Issues.
(c) Comwave is not liable for:
(i) any disruption or unavailability of the Services;
(ii) any act or omission of any third party (including any other local telephone company, any connecting carrier or underlying carrier or other provider of connections, facilities, or Services);
(iii) the Subscriber's conduct, acts or omissions, or the operation or failure of the Subscriber's equipment or facilities;(iv) any event beyond the reasonable control of Comwave including acts of God, inclement weather including lightning, labour disputes, riots or civil disputes, war or armed conflict, any law, governmental order, decision or regulation, or order of any court of competent jurisdiction; and (v) its failure, for any reason, to activate the Services on the activation date Subscriber requested (vi) any charges by third parties including other telephone companies or wireless carriers for services they may have rendered in lieu of Comwave service.
(d) Comwave is a marketing company and does not provide actual telecom services. Comwave acts as an agent of various third party carriers and subscriber accounts are the property of the respective carrier. The employees or agents of other carriers are not and shall not be deemed to be agents or employees of Comwave. There is no express or implied warranty or condition, whether of merchantability, fitness for a particular purpose, or otherwise, with respect to the Services. In subscribing for the Services, the Subscriber obtains no proprietary right or interest in, any particular facility, service, equipment, telephone number or code associated with the Services.
The Subscriber agrees to indemnify and hold harmless Comwave against all claims, including fees and expenses of counsel, resulting from the Subscriber's use (or the use by others with the Subscriber's explicit or implicit consent) of the Services, the Subscriber's codes, facilities or equipment, which cause direct or indirect damage or harm to another party or to the property of another.
2.08 Suspension or Termination of Services by Comwave
(a) Without incurring any liability whatsoever, Comwave may suspend or terminate any or all of the Services for any reason whatsoever, including, without limitation, where the Subscriber:
(i) fails to pay an account that is past due, or Subscriber provides payment by cheque or credit card which is not honoured by Subscriber's bank;
(ii) fails to provide interim payments when requested by Comwave;
(iii) fails to provide or maintain a reasonable deposit or alternate security when requested to do so by Comwave;
(iv) fails to meet Comwave's credit requirements, or becomes bankrupt or otherwise insolvent;
(v) fails to comply with the terms of a deferred payment or credit agreement with Comwave;
(vi) violates any provision of these Terms;
(vii) uses or permits others to use the Services for a purpose or in a manner that is contrary to law; or for the purpose of making harassing, threatening, abusive, annoying or offensive calls;
(viii) charges or allows others to charge any other person for the use of the Services without Comwave's prior written agreement;
(ix) harasses, threatens or otherwise acts unreasonably towards Comwave, its employees or agents, in relation to the Services;
(x) alters or otherwise interferes with Comwave's facilities or equipment, or fails to replace or modify equipment or facilities which may harm, damage, interfere or pose a danger to others, the Services, or Comwave's equipment, facilities or network; or
(xi) fails to provide payment for other accounts with Comwave, including amounts owed by the Subscriber as a guarantor for the account of another;
(xii) uses or permits others to use the Services for resell;
(xiii) abuses the network with excessive usage as may be determined by Comwave. Excessive usage shall be determined solely by Comwave
(xiv) uses or permits others to use the service for commercial or business use.
(b) A suspension or termination will not affect the Subscriber's obligation to pay any amounts owed to Comwave either during or after the suspension or termination. If termination occurs during a contract period, the Subscriber will be charged for all usage plus the contract obligations. Should reactivation of services be required, Comwave will levy a reconnection fee of $25.
(c) Where the Services are cancelled, either by the Subscriber or by Comwave as provided herein, and there is an undisputed credit balance on the Subscriber's account, the Subscriber may require that it be refunded to the Subscriber and Comwave reserves the right to charge a reasonable processing fee in connection with issuing refunds.
2.09 Subscriber's Right to Terminate Services and Early Cancellation
(a) Term Contracts: All Comwave Contracts renew automatically upon their expiration for successive one year terms unless specifically advised otherwise by the Subscriber thirty days before automatic renewal on the activation anniversary date. The Subscriber is responsible for early cancellation fees (ECF) of their contract period. ECF shall be calculated by multiplying the number of months remaining on the contract by the monthly fees associated with the Services in the contract. The contract start date for VoIP services shall be the date the VoIP equipment is registered on the Comwave network and billing has commenced; for long distance users the date is from the date of subscription to Comwave. In order to prevent the Contract from renewing automatically; the Subscriber must call Comwave and request cancellation at least thirty days prior to the expiration date. Third party termination requests will not be accepted.
(b) No-Contract: Subscribers enrolled in a month-to-month package shall only be liable for the charges used up to one month after their cancellation date. In addition the Subscriber will be responsible for all charges for the Standard Service incurred up to the effective cancellation date. The Subscriber must formally and personally request cancellation at least thirty days prior to the expiration date. Third party termination requests are not approved.
(c) The Subscriber acknowledges that Comwave Services are provided on a best-efforts basis and lack of service or poor quality is not grounds for contract termination. Subscriber must allow Comwave reasonable time to diagnose and correct any problems that have been reported and documented by the customer to Comwave. If the problem cannot be corrected within thirty-days of the initial report by the Subscriber, the Subscriber may elect to terminate his contract without penalty or liability providing Comwave with written notice of his intent to cancel. Where Comwave has determined that the problem is not the fault of Comwave but rather with the Subscriber, his equipment, Internet, phone lines, connectivity and the like, then ECF shall apply.
2.10 Telephone Number Portability
You agree throughout the term of your Comwave Services, and provide Comwave with express consent herein to transfer your phone number to;
(a) Comwave's preferred carrier partners and vendors as may be required from time-to-time without further consent by you,
(b) transfer your phone number to Comwave upon request by you,
(c) transfer your phone number from Comwave to an alternate carrier of your choosing upon request by you.
Comwave ePhone phone numbers are the property of ePhone Inc. and are not transferable at any time. They are assigned to a specific Application that you may download and use.
2.11 International Boundaries & Rate Variations
Calls to some countries may have higher rates due to international boundary and sovereignty disputes. Examples are territories such as Kashmir India, West Bank Israel, & Gaza Israel to name a few. Rates will be determined based on the area code being dialed and not the Country label.
2.12 Transferring your long distance to Comwave
If you are a local line customer of another phone company, you may switch to Comwave long distance services. Switching takes a few business days (Migration) after you have provided Comwave with consent. During the migration, you will continue to receive charges from your current long distance provider until the migration is complete and services have been successfully switched to Comwave. Comwave shall not be held liable for any long distance charges incurred by you before the migration is complete.
Without incurring liability, Comwave may at any time and without notice to the Subscriber change, modify or terminate the Services, in whole or in part (including the rates or charges). In the event of any such change or modification, the Subscriber will be responsible for paying all charges incurred for the use of the Services despite the change or modification, both before and after the date thereof.
For plans that include free calling to a specific country or groups of countries; Comwave may at any time remove certain countries from the calling plan as may be required from time-to-time due to; economic conditions, regulatory, international turmoil, call termination issues, or an increase in the international call termination rates associated to a destination. If the calling plan includes only one country or service that is being removed by Comwave, customer may terminate the agreement without further liability. If the calling plan includes several countries or services, E.g. Comwave Home Phone Global, the Customer shall remain obligated to the Contract.
3.01 Subscriber Confidentiality and Privacy
Before you begin to use our services, you will be asked to register to become a member. To complete the registration, you will need to give us some information about yourself including but not limited to your name, Email address, zip code, postal code, age, and occupation. Comwave is collecting this information and we retain ownership of it.
3.02 Use of Information
Comwave believes that knowing more about you will enable us to serve you better. It allows us to communicate with you about your service, news and promotions and to personalize the content and services we offer you. Information that you provide to Comwave is kept confidential. Your information is for the use of Comwave and its subsidiaries. It is not shared with any other third party.
3.02.1 ePhone Apps & Mobile Devices
ePhone Apps send us your unique device serial or identification numbers so that we can keep track of how many times the App is being installed and on which devices. For Apple Inc., we use the UDID and for Android we use IMEI.
3.03 Rate Changes
Comwave reserves the unilateral right to change, modify, increase, decrease, or add surcharges, connection fees as may be required from time to time.
Comwave may at its sole discretion promote Comwave services from time to time through a variety of media channels. This may include free services for a specific period of time (promotional period). After the promotional period the Subscriber will be billed for services automatically. The Subscriber must call Comwave Subscriber Service before the promotional period has elapsed and request to cancel future service. All cancellations must be verbal to Customer Service. With respect to free trial periods for customers on a contract term the free period is deemed a bonus period and added to the contract term. For clarity, Customers who sign up to a 1 year term and are rewarded with 6 Free Bonus Months; the free months are added on top of the 12 month term for a total of 18 months. Therefore 6 months are free and 12 months are billable.
3.05 Reasonable Usage
Comwave's residential plans and features are to be used for residential, non-commercial use only and by only the account holder and the residential family members, at the place of residence listed under the account holder. Residential family members include your immediate family who reside in your personal residence - e.g., spouse, domestic partner, parents and/or children. If your residential service plan allows you to use your service from other locations through a particular device or application, all use under that service plan is aggregated and must conform to normal residential or personal, non-commercial use.
Because over 95% of Comwave residential unlimited calling plan customers use less than 3000 minutes per month and do not have any unusual usage patterns, a customer's aggregate usage may be considered outside of normal and reasonable use if it exceeds 3000 minutes per month in combination with other factors that may adversely impact other Comwave customers or the Comwave network.
All Comwave plans have maximum reasonable call duration of 4 hours per call, after which time the call will be disconnected. Unlimited plans are subject to an aggregated limit (outgoing, call forwarding, conferencing etc) of all usage and features of 3000 minutes during each monthly billing cycle for inclusive calls. Incoming and Comwave to Comwave calls are excluded from this policy.
Comwave reserves the right to either suspend your Service and offer you an alternative call plan or terminate your Service if we determine, in our sole and absolute discretion, that your use of the Service or at any time was, inconsistent with normal residential average usage patterns of other Comwave customers. All usage minutes over 3000 minutes will be billed on a per minute basis based on the rates for the destination country being called. If we deem your use of our Services for commercial use, you will be required to pay our higher rates for Business Plans for all periods in which your use of the Service was inconsistent with normal residential use or the Reasonable Usage limits described herein.
3.06 Equipment Returns
Some Comwave services like Home Phone require equipment to be shipped (Telephone Adapter) from Comwave to the Subscriber for use with the service. The following terms apply to Equipment Returns where applicable:
(a) All equipment that must be returned to Comwave for any reason must be at the Subscribers' expense. Comwave will not accept collect packages or pay to have packages picked up. All returned equipment must be returned to Comwave in perfect resalable condition in its original packaging. Equipment returned in less than perfect condition, will be charged for refurbishing.
(b) Replacement: If the equipment is deemed defective by Comwave, and new equipment is shipped to the Subscriber, the Subscriber is responsible at his own expense for the safe return of the defective unit to Comwave in good physical condition at the address indicated by Comwave representatives. All returned equipment must be accompanied with a note inside the packaging with the RA number (Return Authorization). Equipment without an RA will not be processed by Comwave.
(c) Cancellation: Upon cancellation of Comwave services, the Subscriber is responsible at his own expense for the safe return of the equipment to Comwave in re-sellable condition at the address indicated by Comwave representatives. All returned equipment must be accompanied with a note inside the packaging with the RA number (Return Authorization). If applicable, Comwave will issue the refund within six weeks from the equipment return date (Date in which the equipment arrived at the Comwave warehouse and a proof of delivery by signature can be established). Equipment without an RA will not be processed by Comwave.
(d) Fees: During a Promotional Trial period where equipment is required by the customer and Comwave has provided such equipment to be used with the service at no cost (Trial Equipment); Customer must return the Trial Equipment with an RA within 30 days after the expiration of the Promotional Period. After the Trial Period the customer is deemed to have accepted the Trial Equipment, and contract obligations; equipment returns will not be accepted by Comwave. Early cancellation or default of the contract by the Customer will result in ECF as listed herein. Comwave reserves the unilateral right to issue partial refunds when equipment is missing minor items such as cables, power supplies, manuals, packaging etc.
(e) Comwave Mobile devices are non-refundable.
(f) Home Phone Pre-paid may only be returned for refund within 30 days from the date of purchase and must have less than 15 minutes of usage. Returns are subject to a $25 restocking fee.
3.07 Equipment Warranty
Unless an Extended Warranty is purchased, all equipment that you receive from Comwave carries a one (1) year manufacturer’s warranty. Extended Warranty coverage commences 30 days after purchase of the warranty.
3.08 Telephone numbers
If you were assigned a telephone number from Comwave, this number may at Comwave sole and absolute discretion and subject to applicable law be assigned to another Subscriber. Transferring phone numbers to Comwave (LNP) is possible only in Comwave serving territory. If you decide to transfer your existing phone number to Comwave from another telephone provider it is possible that your service will be interrupted in certain circumstances while the transfer is in process. Specific LNP instructions are listed in the LNP web page under "My Account". To transfer any number to another company (Reverse LNP) you will incur an administration fee of $50 per number.
3.09 No Directory Listing
Comwave does not automatically provide directory listings. Directory listings may be available in select serving areas and by request only.
The Comwave customer service department is here to assist you and managers are on duty for escalations if you feel that your concerns have not been handled to your satisfaction. We also endeavor to record and archive phone calls for quality and training and in the event that you request a copy of any verbal agreements. Upon written request, we can provide you archived call recordings for dispute resolution. However in the event the dispute resolution is in Comwave's favor, a $25 fee per recording will apply.
3.11 Account Investigations
Whenever it is necessary for Comwave to retrieve information or documents, or to have others retrieve information or documents, relating to your account (including such things as call recordings and call logs) as a result of a complaint or request that is initiated directly or indirectly by you or on your behalf, Comwave may charge you a fee of $175, which Comwave may chose to waive depending on the information or documents retrieved.
Home Security Systems: The Home Phone service may not be compatible with home security systems. You may be required to maintain a telephone connection through your local exchange carrier in order to use any alarm monitoring functions for any security system installed in your home or business. You are responsible for contacting the alarm monitoring company to test the compatibility of any alarm monitoring or security system with your Home Phone service.
Fax Machines: The Home Phone service can work with most fax machines, however due to various machine configurations, Internet connectivity and bandwidth fluctuations, faxing using your fax machine and your Home Phone service is provided on a best-efforts basis and Comwave assumes no liability whatsoever and provides no guarantee that faxing will work.
Relocating & International Destinations: Some countries block Voice Over IP (VoIP) services and your Comwave Home Phone service may not work if your relocate it to a country that blocks VoIP service. Comwave assumes no liability due to blocked VoIP traffic.
The Home Phone dial tone comes out of "line 1" and "line 2" on the back of the Telephone Adapter. In most cases you will connect a telephone to the back of the Telephone Adapter. You can also however connect the Telephone Adapter "line 1" or "line 2" to any available telephone jack in the home. This setup MIGHT work and is not supported by Comwave Technical Support department because of the many variables.
4.01 Rate Guarantee
Comwave will match or beat any advertised long distance rate for like services. The Subscriber must contact Comwave to notify Comwave of the competitor rate and Comwave shall confirm such, prior to adjusting the Subscriber's rate. The rate guarantee does not apply to pre-paid calling cards, bundled minute plans and select regions of the world including occupied territories and disputed lands.
4.02 General Terms
(a) Enurement/Assignment: These Terms are binding upon and shall ensure to the benefit of the parties and their respective successors, heirs, executors, administrators, personal representatives and permitted assigns; provided, however, that the Subscriber shall not assign or transfer its rights or obligations under these Terms without the prior written consent of Comwave.
(b) Notices: Notices shall be in writing and delivered by personal delivery or certified or registered mail to the last address provided by the Subscriber.
(c) Unenforceable Provisions: If any part of these Terms shall be invalid or not enforceable under applicable law, such part shall be ineffective to the extent of such invalidity or unenforceable part only, without in any way affecting the remaining parts of these Terms.
(d) Governing Law: These Terms and the rights and obligations of the parties hereunder shall be governed by, and construed in accordance with, the laws of the province of Ontario, and the federal laws of Canada applicable in such province.
(e) Entire Agreement: These Terms set forth the entire agreement between the parties with respect to the subject matter hereof and supersede and replace all previous discussions, negotiations and agreements.
(f) French: The Subscriber confirms that it wishes to have these Terms written in English only. Les parties aux présents confirment leur volonté que la Convention relative aux services de voix soit rédigée en langue anglaise seulement.
You may only subscribe for Internet Service if available in your geographic area. Comwave reserves the right to deem Internet unavailable to you at anytime. If such an event occurs Comwave will not charge you applicable fees, provided that you must return all Internet equipment provided by Comwave in its original and proper physical and functional condition within the time specified in this Agreement.
Internet Service is provided on a Best Efforts basis. Comwave does not guarantee the speed of any Internet Service. The speed of Internet Services is dependent on various factors, some of which are not under our control, including the distance of the customer from our network equipment or the usage by other customers in that geographic area. As such we do not guarantee the maximum service performance(i.e. throughput or speed). Internet speed may also be affected by traffic management practices that area applied to the service. To learn more about traffic management practices see Internet Traffic Management Policies (ITMP).
The Customer acknowledges and agrees that the expression “unlimited usage” used in advertising for Internet Service refers to the time allowed for using the Internet Service based on intermittent use. Abuses of the network with excessive usage as solely determined by Comwave, and after notice from Comwave, may result in either the customer being transferred to one of Comwave’s metred usage plans or the suspension or termination of service, in which case the customer remains obligated to pay amounts owed for any remainder of a contract period.
(a) Transmitting or helping to transmit unsolicited emails (spam);
(b) Transmitting or helping to transmit pyramid emails;
(c) Uploading or downloading, recovering or storing any information, data or material that could be considered defamatory or obscene, contains hate literature or child pornography, violates or infringes any right, title to, or interest in, intellectual property belonging to a third party; or
(d) Transmitting or helping to transmit any file or document containing a “worm”, “Trojan horse”, or any other type of computer virus or other similar element that is destructive in nature or likely to harm or adversely affect a third party.
You acknowledge and understand that when using home networking and internet service, that there are certain inherent risks (e.g. others may gain access to your system or you Services and Accounts). Comwave shall not be liable for any claims or damages related to home networking and internet access, even though the service may be provided, installed maintained or supported by Comwave.
If a change in your local service is requested from your local phone or cable company, it is your responsibility to advise us of the changes as this could affect the Services you obtain from us. This notification includes moves, regardless of whether your phone number changes. Any applicable cancellation and/or re-installation charges relating to your services will be charged to your account.
The Customer is solely responsible for use of the Services by any of its employees, officers, directors, agents and any other end user of the Services (collectively, the “End Users”). The Customer agrees to comply, and to ensure that, the End Users comply with the following policies and procedures associated with the use of the Services (the Customer and/or End Users are sometimes hereinafter referred to as “you”).
While using the Service, you may not:
(a) post, transmit or otherwise distribute information constituting or encouraging conduct that would constitute a criminal offense or give rise to civil liability, or otherwise use the Service in a manner which is contrary to law or would serve to restrict or inhibit any other user from using or enjoying the Service or the Internet;
(b) post or transmit messages constituting "spam", which includes but is not limited to unsolicited e-mail messages, inappropriate postings to news groups, false commercial messages, mail bombing or any other abuse of e-mail or news group servers;
(c) post or transmit any information or software which contains a virus, "cancelbot", "trojan horse", "worm" or other harmful or disruptive component;
(d) upload or download, post, publish, retrieve, transmit, or otherwise reproduce, distribute or provide access to information, software or other material which: (i) is confidential or is protected by copyright or other intellectual property rights, without prior authorization from the rights holder(s); (ii) is defamatory, obscene, child pornography or hate literature; or (iii) constitutes invasion of privacy, appropriation of personality, or unauthorized linking or framing;
(e) use the Service for an unattended automated operation, including but not limited to point-of-sales applications;
(f) engage in account sharing, including, without limitation, permitting third parties to use your Service account and password; or
(g) use the Service for simultaneous sessions using the same User ID and Password.
It is your responsibility to ensure that your computer system meets the minimum requirements stated by Comwave as being necessary to use the Service. From time to time, the computer equipment required to access and use the Service may change. Accordingly, your computer equipment may cease to be adequate to access and use the Service.
Comwave will not assume any responsibility for your acts or omission or of any individual who uses your account. An individual with Internet access can cause damage, incur expenses and enter into contractual obligations while on the Internet. All such matters are your responsibility. As between Comwave and you, you are better able to put in place physical and procedural impediments to the inappropriate use of and to supervise your account. Account and password protection will be your responsibility. Any detriment that is caused to the network as a result of a failure to properly secure your computer system may result in the termination of the Service.
Comwave has no obligation to monitor the Service. However, in order to protect itself and its subscribers, Comwave will be entitled to electronically monitor the Service from time to time and disclose any information concerning the End User required by the Customer or that is necessary to satisfy any law, regulation or lawful request or as necessary to operate the Service or to protect itself or others. Comwave will not intentionally monitor or disclose any private e-mail message unless required by law. Comwave reserves the right to refuse to post, or to remove any information or materials, in whole or in part, that it determines, in its sole discretion, are unacceptable, undesirable, or in violation of these policies.
You acknowledge that some content, products or services available with or through the Service ("Content") may be offensive or may not comply with applicable laws. You understand that neither Comwave nor any of its affiliates attempt to censor or monitor any Content. You also acknowledge that neither Comwave nor any of its affiliates have any obligation to monitor your use of the Service and, except as provided herein, have no control over such use. Customer understands, however, that such Content may be subject to "caching" at intermediate locations on the Internet when being accessed through the Service. You assume total responsibility and risk for access to or use of Content and for your use of the Service and the Internet. Comwave and its affiliates assume no liability whatsoever for any claims or losses arising out of or otherwise relating to your access to or use of Content.
Comwave cannot guarantee privacy. Your messages may be the subject of unauthorized third party interception and review. Comwave therefore recommends that the Service not be used for the transmission of confidential information. Any such use shall be at your sole risk and Comwave, its affiliates and its agents shall be relieved from all liability in connection therewith.
Sending unsolicited, e-mail messages, including, without limitation, commercial advertising and informational announcements is prohibited. Users will not use another site's mail server to relay mail.
Users shall not post ten (10) or more messages similar in content to Usenet or other newsgroups, forums, e-mail mailing lists or other similar groups or lists. Users will not post any Usenet or other newsgroup, forum, email mailing list or other similar group or list articles which are off-topic according to the charter or other owned-published FAQ or description of the group or list.
Users are prohibited from violating any system or network security measures including but not limited to engaging in unauthorized access or use of Comwave’s or a third party’s network, data or information. Users are unauthorized to monitor Comwave or third party’s data, systems or network traffic. Users are prohibited to interfere with service to any user, host or network including without limitation, mail bombing, flooding, deliberate attempts to overload a system and broadcast attacks. Users are prohibited to forge any TCP-IP packet header or any part of the header information in an e-mail or newsgroup posting.
Comwave considers the above practices to constitute abuse of its service. Therefore, Comwave’s terms and conditions of service prohibit these practices. Engaging in one or more of these practices may result in termination or suspension of the offender’s account and/or access to Comwave’s services in accordance with the Customer’s agreement with Comwave. Nothing contained in this policy shall be construed to limit Comwave’s actions or remedies in any way with respect to any of the foregoing activities. Comwave reserves the right to take any and all additional actions it may deem appropriate with respect to such activities, including without limitation taking action to recover the costs and expenses of identifying offenders and removing them from the Comwave service, and levying cancellation charges to cover Comwave’s costs. In addition, Comwave reserves at all times all rights and remedies available to it with respect to such activities at law or in equity.
Comwave High Speed Internet services are delivered over a network which is shared among Comwave customers. Congestion can occur in any network when many people are using the network at the same time or are engaging in activities that use a large amount of bandwidth. Comwave Internet Traffic Management is designed to ensure that if congestion reaches a certain level the majority of customers continue to have a good Internet experience.
Comwave Internet Traffic Management assigns the highest priority to time-sensitive and priority Internet traffic such as VOIP and gaming, a high priority to applications such as web browsing, email, instant messaging and streaming, and normal priority to other activities.
Comwave Internet Traffic Management continuously monitors our network. When Internet traffic is light, all applications run at full speed. When congestion is detected, Comwave Internet Traffic Management assigns higher priority levels to time-sensitive and priority Internet traffic like VoIP, video streaming and gaming to ensure that they are not swamped by the traffic of very resource-intensive (but not very time-sensitive) applications like file downloads and peer to peer traffic.
During peak periods, when congestion occurs, downstream peer to peer traffic and similar non real-time applications are regulated to allow for real-time applications such as video streaming, chat, gaming and VOIP the best possible user experience. Traffic that is not prioritized, such as the traffic of resource-intensive applications, is slowed as a result of time-sensitive and priority traffic being prioritized. It is not possible to define the exact impact that Comwave Internet Traffic Management will have on the speed of traffic that is not prioritized, such as the traffic of resource-intensive applications, when congestion occurs.
Under normal circumstances, everything runs at maximum speed. If the network becomes congested, Comwave Internet Traffic Management makes sure that the traffic of time-sensitive and priority activities receives priority over the traffic of non time-sensitive activities in order to maintain a quality Internet experience for all users. Network priority is assigned to the type of Internet traffic and Comwave Internet Traffic Management does not discriminate against any vendor, service provider or website.
At Comwave, we are committed to your privacy. This means we do not distribute, rent or sell any of your personal information to third parties except as provided for in this policy or as specifically consented to by you. For example, Comwave may provide your personal information to third-party carriers for the provision of services, for billing and/or collection purposes, etc. All such provision of personal information to third-party providers shall only be done in accordance with the Personal Information Protection and Electronic Documents Act.
Comwave is responsible for personal information under its control and has designated its Privacy Officer as accountable for the company's compliance with the following principles.
Where appropriate, Comwave will identify the purposes for which personal information is collected at or before the time the information is collected.
Comwave collects personal information only for the following purposes:
To administer and manage its business operations, including personnel and employment matters. Except where the collection of personal information is reasonably necessary in order to carry out the express wishes of the customer or employee, Comwave shall specify orally, electronically or in writing the identified purposes to the customer or employee at or before the time personal information is collected.
Persons collecting personal information will be able to explain to individuals the purposes for which the information is being collected, or will refer the individual to a designated person at Comwave who will explain the purposes.
Unless required by law, Comwave shall not use or disclose personal information for any purpose other than those described above without first identifying and documenting the new purpose and obtaining the consent of the customer, where such consent may not reasonably be implied.
The knowledge and consent of the individual are required for the collection, use, or disclosure of personal information, except in certain circumstances as described below:
The collection of personal information will be limited to that which is necessary for the purposes identified by Comwave. Information will be collected by fair and lawful means.
Comwave collects personal information from its customers and employees for the purposes described under Principle #2. Comwave may also collect personal information from such third parties as credit bureaus, employers, personal references or other third parties that represent they have the right to disclose the information.
Personal information will not be used or disclosed for purposes other than those for which it was collected, except with the consent of the individual, or as required by law. Personal information will be retained only as long as necessary for the fulfillment of those purposes.
Comwave may collect, use or disclose personal information without the individual's knowledge or consent in certain circumstances as described in Principle #3.1. Comwave may disclose a customer's personal information to:
Comwave may disclose an employee's personal information in the following circumstances:
Only Comwave's employees with a business need to know, or whose duties reasonably so require, are granted access to personal information about customers. Comwave will retain personal information for only as long as required to fulfill the identified purposes or as required by law. Personal information that is no longer required to fulfill the identified purposes will be destroyed, erased or made anonymous according to the guidelines and procedures established by Comwave.
Personal information shall be as accurate, complete and up-to-date as is necessary for the purposes for which it is to be used.
The extent to which personal information will be accurate, complete and up-to-date will depend upon the use of the information, taking into account the interests of the individual. Information will be sufficiently accurate, complete, and up-to-date to minimize the possibility that inappropriate information may be used to make a decision about that individual.
Comwave will update personal information about customers and employees as and when necessary to fulfill the identified purposes or upon notification by the individual.
Personal information shall be protected by security safeguards appropriate to the sensitivity of the information.
Comwave will protect personal information against loss or theft, as well as unauthorized access, disclosure, copying, use, or modification. The nature of the safeguards will vary depending on the sensitivity of the information that has been collected, the amount, distribution and format of the information, and the method of storage.
Comwave protects all personal information regardless of the format in which it is held. Our methods of protection include:
Comwave makes its employees aware of the importance of maintaining the confidentiality of personal information. All of Comwave's employees with access to personal information will be required as a condition of employment to contractually respect the confidentiality of personal information.
Comwave will protect personal information it discloses to third parties through contractual agreements stipulating the confidentiality of the information and the purposes for which it is to be used.
Comwave shall make readily available to customers and employees specific information about its policies and practices relating to the management of personal information.
Comwave will make information about its policies and practices easy to understand, including:
Upon request, a customer or employee shall be informed of the existence, use and disclosure of his or her personal information and shall be given access to that information. An individual shall be able to challenge the accuracy and completeness of the information and have it amended as appropriate.
NOTE: In certain circumstances, Comwave may not be able to provide access to all the personal information it holds about a customer or an employee. Exceptions may include information that is prohibitively costly to provide, information that contains references to other individuals, information that cannot be disclosed for legal, security or commercial proprietary reasons, information that is subject to solicitor-client or litigation privilege, or, in certain circumstances, information of a medical nature. Comwave will provide the reasons for denying access upon request.
Upon request, Comwave will inform an individual whether or not the organization holds personal information about the individual, and will provide that individual with a reasonable opportunity to review any personal information which Comwave may possess about the individual. Comwave will allow the individual access to his or her personal information once the individual has provided Comwave with a written request application. Comwave will make the application available to customers through Customer Service Representatives and to employees through the Human Resources Department. The application will include sufficient information to permit Comwave to provide an account of the existence, use, and disclosure to any third parties of this personal information. Comwave will use the application only for this purpose.
Comwave will respond to an application for individual access to personal information within a reasonable time and at minimal or no cost to the individual. The requested information will be provided or made available in a form that is generally understandable.
Comwave will be as specific as possible in providing an account of third parties to which it has disclosed personal information about an individual. When it is not possible to provide a list of the organizations to which it has actually disclosed information about an individual, Comwave will provide a list of organizations to which it may have disclosed information about the individual.
When an individual successfully demonstrates the inaccuracy or incompleteness of personal information, Comwave will amend the information as required. Depending upon the nature of the alleged inaccuracy, amendment involves the correction, deletion or addition of information. Where appropriate, the amended information will be transmitted to third parties having access to the information in question.
When an alleged inaccuracy is not resolved to the satisfaction of the individual, Comwave will record the substance of the unresolved issue. When appropriate, the existence of the unresolved issue will be transmitted to third parties having access to the information in question.
An individual will be able to address a challenge concerning compliance with the above principles to Comwave's Privacy Officer.
Comwave will maintain procedures for addressing and responding to all inquiries or complaints from its customers or employees about Comwave's handling of personal information.
Comwave will inform individuals who make inquiries or lodge complaints of the existence of relevant complaint procedures.
Comwave shall investigate all complaints. If a complaint is found to be justified, Comwave will take appropriate measures, including, if necessary, amending its policies and procedures.
All inquiries or complaints involving Comwave's handling of personal information or compliance with this policy shall be directed to Comwave's Privacy Officer. The Privacy Officer will respond to all such inquiries or complaints within 14 business days of receipt thereof. If necessary, the Privacy Officer will advise the customer or employee of the existence of relevant complaint procedures. Further, if the Privacy Officer deems it advisable, the Privacy Officer may consult with external legal counsel prior to providing a final response with respect to any individual complaint. In any event, the Privacy Officer will make reasonable efforts to resolve all such complaints within 30 days of receipt of the initial complaint. If a complaint is found to be justified, the Privacy Officer will take reasonable measures to correct the situation, including amending Comwave's policies and procedures if necessary.
For more information, please contact our Privacy Office as follows: E-mail: email@example.com
For VoIP services Comwave offers a form of 9-1-1 service (9-1-1 Dialing) that is similar to traditional 9-1-1 service but has some important differences and limitations when compared with Enhanced 9-1-1 service (E9-1-1) available in most locations in conjunction with traditional telephone service. With both traditional 9-1-1 and E9-1-1 service, your call is sent directly to the nearest emergency response centre. In addition, with E9-1-1 service, your call back number and address are visible to the emergency response centre operator. With Comwave's 9-1-1 service, your call is sent to a national emergency call centre. The call centre operator will confirm your location information and then transfer your 9-1-1 call to the emergency response centre nearest your location. You should be prepared to confirm your address and call-back number since the operator may not have this information. Do not hang up unless told directly to do so and if disconnected, you should dial 9-1-1 again.
Your 9-1-1 Dialing service is enabled when you activate your Comwave VoIP service. You should ensure your location information is kept current at all times. This information can be updated through the Comwave website under the 9-1-1 section within the "My Account" and "Business Care" portals. In case you are not able to speak during the 9-1-1 call, the operator will dispatch emergency response vehicles to your last registered address. Remember that you must update your 9-1-1 information if you move your device to a different location, travel in Canada with your Home Phone service, and if you add a new line to your account.
Remember that your 9-1-1 Dialing service will not function in the event of a power or broadband outage or if your broadband, ISP or Comwave service is suspended or terminated. We suggest purchasing a UPS (uninterrupted power supply) from a local retailer to ensure that your VoIP Equipment stays powered during short power failures.
You should inform all telephone users who may be present at the physical location where you utilize your VoIP Equipment, of the important differences and limitations of VoIP 9-1-1 Dialing service as compared with E9-1-1 service as set out above.
Unlike traditional phone lines, you can use your Comwave VoIP services anywhere. Comwave VoIP services are portable to any location with broadband Internet access. Since the national emergency call centre uses the address you provide to determine the nearest emergency response centre, you must update your new location when you move, or travel with your Comwave VoIP services in Canada or the USA. Simply log into "My Account" at http://www.comwave.net/myaccount, or "Business Care" at http://businesscare.comwave.net, and click on the 9-1-1 Address option to update your address.
Customers traveling outside of the USA and Canada will not have 9-1-1 Dialing services.