1.0 General

Altima Telecom conducts business directly and/or through various subsidiaries and affiliates (individually and collectively referred to as “Altima Telecom or any other descriptor referenced herein”).  Whereas, Altima Telecom transacts in legal business agreements providing telecommunication, entertainment and home security products and related services to both residential (personal individuals) and business enterprises/organizations; Altima Telecom reserves the right to change, modify and otherwise alter any and all terms and conditions contained herein at any time and at our sole discretion in accordance to jurisdictional law.

The present Terms and Conditions ‘Terms’ document constitutes our agreement ‘Agreement’ which outlines the regulations that govern the use of our products and related services. By users, both individuals and business entities (collectively referred to as ‘You’; ‘Customer’; ‘Client’; ‘Subscriber’; ‘Account Holder).

  • Definitions throughout this document:
  1. ‘Altima Telecom’; ‘Altima’; ‘Us’; ‘We’ and ‘Our’ refers to the Altima Telecom brand. The aforementioned terms to not extend to include any of our subsidiaries, affiliates and independent agents;
  2. ‘Customer’; ‘Client’; ‘Subscriber’; ‘Account Holder’; ‘You’; refer to any but not limited to individual person, business entity, reseller or any other

end-user that purchase our products, equipment and associated services from Altima Telecom and is liable to Us for the terms and conditions in regards to the services rendered;

  • To further clarify the aforementioned collective terms, expand to include both:
    • (i) the person identified in Altima Telecom\'s account records as the person responsible for payment of all charges; and
    • (ii) any other individual with actual or apparent authority to represent that person or to use the Service(s). Altima Telecom assumes that any individual who identifies himself or herself as You and is able to provide your address, telephone number, and/or any other personal information, is then authorized to receive information about, and make changes to your account, including adding new services, upgrading services, moving services, suspending services, transferring services to another entity and cancelling services.
  1. “Equipment” means any or all of the devices provided by Altima, or devices that is required for the services to run. This includes but not limited to modem, router, phone adapter, Ethernet cables, DSL cables, electrical power plugs, security cameras, any ancillary equipment necessary to receive the Services;
  • ‘Commitment Period’; ‘Effective Date’; ‘Service Agreement’; ‘Terms of Service’ collectively mean a committed period of time for the use of our products, equipment and services, as indicated on an Agreement;
  • ‘Service(s)’; means, as the context permits, any or all of the services that Altima Telecom provides to customers and for which they have subscribed either on on-going or pay-per-use basis to the address on the account and includes is but not limited to:
    1. Internet Services and all related essential or peripheral equipment required to deliver said service
    2. VoIP Phone Services and all related essential or peripheral equipment required to deliver said service IP TV Services and all related equipment required to deliver said service
    3. Security Alarm Services and all related essential or peripheral equipment required to deliver said service
    4. Equipment Rental and all related essential or peripheral equipment required to deliver said service
    5. Future Services that we may render and all related essential or peripheral equipment required to deliver said service to subscribed clients
  • “Technician” refers to any technician selected and authorized by Altima Telecom to install, activate, and check the functionality of your services as mentioned in the section of installation in the Term and Agreement;
  1. “Commission or CRTC” is the Canadian Radio-television and Telecommunications Commission.
  • Legal
  • ‘Applicable Law’; ‘Governing Law’ are collectively considered to mean that by enrolling into, installing, using, or paying for Altima Telecom’s Services, You explicitly state that it has been verified in your own jurisdiction that your use of the Service is allowed in accordance with the law. In addition, you agree to the services, rates, changes, and terms and conditions set forth mentioned in this document. It is your responsibility to investigate, learn, understand and apply these laws accordingly.  Moreover, Altima Telecom cannot be held personally and/or legally responsible in any manner whatsoever for any property, financial, bodily or any other losses or damages resulting from either the direct or indirect use of our products and services from whomever individual or business party.
  • Legal Capacity. You represent and warrant that you possess the legal right, capacity and ability to agree to these Terms and Conditions and use the services in accordance with them. If you are an individual, you represent and warrant that you have reached the age of majority in the jurisdiction in which you reside, and that you are in any event at least 18 years old. If you are using our services on behalf of a corporation or other organization, you represent and warrant that you have the ability to agree to these Terms and Conditions on behalf of such organization and all references to "you" throughout these Terms and Conditions will include such organization, jointly and severally with you personally.

 

1.3 Special Amendments to these Terms and Conditions

Not applicable to Residents of Newfoundland* or Residents of Québec**:

We may change any aspect of a Month-to-Month Service or Term Service as well as any term or provision of an Agreement, upon prior written notice to you by bill message, text message, letter or e-mail. If you do not accept the change, your remedy will be to cancel the affected Services or Agreement by providing us with notice of cancellation Section: cancellation below within 30 days of receiving our notice of change (unless we specify a different notice period or different remedy).

Applicable only to Residents of Newfoundland* or Residents of Québec**:

We may change any aspect of a Month-to-Month Service and the corresponding Agreement, as long as we give you at least 30 days’ prior written notice. We may also change a Term Service and the corresponding Agreement upon at least 30 days’ prior written notice, but will not change the price, term, nature or any other essential elements of that Term Service or that Agreement. In either case, we will send you the written notice by bill message, text message, letter or e-mail and it will contain the new or amended term or provision, the former version of that term or provision (if applicable), the date that the amendment will come into force, and your rights. If a change to a Month-to-Month Service or a Term Service entails an increase in your obligations or a decrease in our obligations and if you do not accept that change, your remedy will be to cancel the affected Services or Agreement without an Early Cancellation Fee (defined below) by providing us with notice of cancellation under Section Cancellation below no later than 30 days after the amendment takes effect

.

Note: You are responsible for regularly reviewing our Website

http://altimatel.com/en/service-agreements to obtain timely notice of such amendments in the event that you do not receive our email notices or mail.

 

2.0 Service Terms and Conditions

Service Terms and Conditions are the legal rules and regulations that form the agreement governing your relationship as a customer with Altima Telecom. By using our current products and related services offered therefrom, all parties, said term which encompasses both individuals, business entities together with all other individuals, directly related our otherwise have direct or privileged access to our products and services, including but not limited to our Internet services, IP Phone services, IP TV services and Alarm Security services, websites, products collectively, the “Subscriber” signifies that said parties have read, understand and agree to be bound by the Terms and Conditions contained herein.

The following Service Terms and Conditions shall apply to all our suite of products including but not limited to Internet bundles, VoIP Phone, IP TV and Alarm Security and their related devices and services which forms the service subscription agreement between consumer party/parties and Altima Telecom. These services may be regulated by the Canadian Radio-Television and Telecommunications Commission (CRTC) and the terms and conditions may be amended by Altima Telecom when needed in accordance to the law of your jurisdiction.

 

PERSONAL (RESIDENTIAL)

COMMERCIAL

Internet Services

Internet Services

IP Phone Services

PBX Services

IP TV Services subject to availability.

Networking Services subject to availability.

Alarm Security

Alarm Security

 

  • Internet Service

2.1.1 Service Availability Warning:

Altima Telecom does not guarantee uninterrupted service. The availability of the Internet access service provided by the Company will be subject to power outages and other conditions affecting Internet use, which are outside the control of Altima Telecom. By accepting these terms, subscriber will be deemed to have considered and accepted this qualification with respect to the application of the service to the use of VolP telephones, security systems, health monitoring systems, Intercom, or other systems requiring permanent, always-on connections. You hereby releases Altima Telecom from all claims you may have against us in the future arising from damage or losses suffered by subscriber as a result of interruption of service due to conditions beyond the control of Altima Telecom.

2.1.2 No Redistribution:

Any subscriber or any of their collective subsidiaries, agents or representatives be they individual persons or business entities are not permitted to resell or redistribute your Internet connection without prior written consent. A violation of this term will result in the immediate termination of your account. Hospitality service operators, such as hotels, resorts, clubs, marinas, etc. may provide temporary Internet access to their on-premises paying customers and guests, subject to the overall bandwidth limitations of the service plan herein provided.

2.1.3 Subscriber responsibility:

You are responsible for:

  1. i. Creating your own back-up copy of any important or critical information that you may have stored on your system or on Altima Telecom servers.
  2. Establish, maintain, modify and protect your Wireless network access information: SSID network Name and Security Key (password)

iii. Ensure that battery backup is available to your modems, Phone adapters, alarm systems, routers, etc. during power outages; otherwise your Internet connection will not be available during a power outage.

  1. Ensure equipment is disconnected or suitably protected from lightning strikes or power surges. You are liable for damage to Altima Telecom's equipment resulting from your failure to protect our equipment in a prudent manner. e. Providing adequate virus and spy ware protection to the subscriber's system.

2.1.4 Restrictions:

You acknowledge and agree that:

  1. The Services will only be provided to you in Canada;
  2. The service address associated with your account is located in Canada;

iii. You will not directly or indirectly use a single account in connection with more than one (1) service address;

  1. No more than six (1) PPPOE credentials per residential account can be authorized with no exception. Failure to abide may result in extra charges of the additional accounts plus may result in immediate termination of services.
  2. You will keep Altima Telecom advised of your service address and phone number(s) associated with your account at all times;
  3. No Altima Telecom – owned Equipment shall be removed from your current service address without the consent of Altima Telecom;
  4. All equipment used to render the service shall remain located at the service address and in the same active port where initially installed, listed on your account at all times unless otherwise advised by a technician or you took the proper measures to inform Altima Telecom about the new location and or the new address. If any equipment are not located at the service address listed on your account, we may disconnect all or any portion of the Services immediately and we shall have the right to charge you for any Services provided to any location that is not the service address.

2.1.5 Guarantee of Speed:

 Altima Telecom does not guarantee fixed speed at all times. The speed provided is capped at up to a maximum of the selected speed upon the purchase of your services. Actual speeds experienced vary due to several factors which includes but not limited to Internet traffic, server gateway/router, equipment, home wiring, home network or viruses, etc.

2.1.6 Types of Terms and Services (the “Service” or “Services”):

2.1.6.1 Types of Terms:

Undetermined terms also referred to as “Month-to-Month Services” are Services that you subscribe to on an ongoing basis, but not with a fixed Term. Altima amend changes to the terms associated with your account at any time and point with a written notice mailed or emailed to your account via your invoice or other means of written notice.

Determined terms also referred to as “Term Services” also known as “contract” are Services that you subscribe to for a committed period of time as indicated on your applicable service agreement. At the end of the Term for a Term Service, the Service will automatically become a Month-to-Month Service in which Altima reserves the right to change the terms and conditions to the new undetermined terms. A notice and reminder of the expiration date of your Term service will be mailed, emailed to you with your invoice 60 days prior to expiration date. Please note it is your responsibility to keep your account up to date.

2.1.6.2 Types of services:

“Commercial” accounts are referred to accounts where the services are used for business related activities. Client will generally use the services to generate income.

“Residential” accounts are referred to accounts where the services are utilized for personal use and activities. No profit is made or generated through these accounts. Should the residential services be used in whole or in part for the operation of a business, or shared with other people, your service may be transferred to Altima Telecom’s commercial services following a period of 30-day notice to You. In the event of unlawful, fraudulent or abusive use by a Customer, the Services will be suspended in order to protect Altima Telecom or the providing Carrier's network

Prices and fees vary between residential and commercial services, see Altima’s website for more details. https://www.altimatel.com/en/

Please be advised that the technician will have a final decision on the nature of the account once on the premises. Should the service classification request be incorrectly tagged and this; as an example a business entity orders a residential service instead of a commercial service; then an Altima Telecom will initiate the necessary corrective measure to ensure you are subscribed to the correct service classification. It will be your responsibility to read the new adjusted bills, and terms on your contract, if we don’t receive a notice of cancellation this will imply your acceptance to the new terms and conditions.

2.1.7 Qualification

Must adhere to credit check rules.

Credit Check: with your consent you here by conform and agree to Unless otherwise indicated, all credit checks procedure by our third party, therefore you allow Altima to share one or many of the following information: name, phone number, credit card information, Social Insurance Number and or date of birth. The credit score will be used solely to determine your eligibility in making payment and your overall credit risk. Failure to meet Altima’s credit score standard will require a security deposit in order to receive the services desired.  

2.1.8 Service Availability

Availability of service: You can only inquire about services within the area that Altima Telecom provides the Services, and subject to availability in your premises. In order for Altima Telecom to determine the availability of your services please note that some information will be required as the accurate address where the services will be rendered.

2.1.9 Installation of Services:

You hereby authorize Altima Telecom or its agent to install services and provide services as requested. You acknowledge that all Contracts are subject to final site survey and inspection; at which time a final decision of service availability and additional installation fees may be applicable.

2.1.10 Installation of DSL Services:

ADSL Dryloop Internet: Altima Telecom technician will install Internet service to the demarcation point for traditional telephone lines. You are responsible to connect the Modem Router and computer according to the printed instructions. Altima Telecom provides free on-line support to assist you to connect your devices. 

Additional information in regards to DSL installation, the technician reserves the right to decide where to connect your services in a functional phone jack at home.  However, in case of no jack or the jack is not functional, additional installation service fees will apply at your expense.

As an example: •Add / move / repair jack(s) $115.00 per jack

FTTN Internet: the technician will complete the installation including the connection of modem router and one computer at your address if all are ready to be connected and credentials have been entered.

2.1.11 Cable internet service: A technician will be dispatched by authorized Altima Telecom’s partners to your premises, the technician may or may not connect your modem. You are responsible to connect modem, router and your computer according to the printed instructions. Altima Telecom provides free on-line support to assist you to connect your devices.  

With the exception of Videotron services, all other third party technicians sent from third party providers reserve the right to choose where the service can best be installed to their best knowledge and expertise. Once the service is installed and fully functional Altima Telecom will not reimburse the installation fees or services fees, should you terminate the service shortly after.

            2.1.12 Other installation options:

In applicable situations and in certain regions, Altima will send a technician to your premises to complete all required actions, with additional charges, this includes:

Connection of Altima Telecom equipment modem, router and ATA phone adaptor, IPTV, Alarm Systems.

-Connection of your personal equipment: Computers, Android TV box, telephone device.

All these are subject to additional charges estimated by the technician once on premises and due on your next bill.

 

2.2 VOIP Phone Service

2.2.1 Emergency Services - 911 Dialing:

Altima Telecom VOIP Phone Service uses the same national 911 network that all traditional telephone companies use. Be aware that 911 Dialing does not function in the event of a power failure or disruption. If there is an interruption in the power supply, the Service, including 911 Dialing, will not function until power is restored. Following a power failure or disruption, you may need to reset or reconfigure the Device prior to utilizing the Service, including 911 Dialing. Service outages or suspensions or disconnections of service by your broadband provider or ISP will prevent all Service, including 911 Dialing, from functioning. Disconnection of your account will prevent all Service, including 911 Dialing, from functioning. Your ISP, broadband provider or other third party may intentionally or inadvertently block the ports over which the Service is provided or otherwise impede the usage of the Service. If you suspect this has happened to you, you should alert us to this situation and we will work with you to attempt to resolve the issue. During the period that the ports are being blocked or your Service is impeded, your Service, including 911 Dialing, may not function. You acknowledge that Altima Telecom is not responsible for the blocking of ports by any third party or any other impediment to your usage of the Service, and any loss of Service, including 911 Dialing, which may result. In the event you lose service as a result of blocking of ports or any other impediment to your usage of the Service, you will continue to be responsible for payment of the Service charges unless and until you disconnect the Service in accordance with this Agreement. If there is a Service outage for any reason, such outage will prevent all Service, including 911 Dialing, from functioning. Such outages may occur for a variety of reasons, including, but not limited to, those reasons described elsewhere in this Agreement.

You authorize us to disclose your name and address to third-parties involved with providing 911 Dialing to you, including, by way of illustration but not limitation, call routers, call centers and local emergency centers.

2.2.1.1 Alternate 911 Arrangements

If you are not comfortable with the limitations of the 911 Dialing service, you should make arrangements for an alternate means of accessing traditional 911 or E911 services or disconnecting the Service. You understand that additional arrangements should be made to access emergency services. To access emergency services, you acknowledge and accept that it is your sole responsibility to purchase, with a third-party separately from Altima Telecom, traditional wireless or wireline telephone service that offers access to emergency services. You further recognize that Altima Telecom is not a replacement for your primary telephone service and you are hereby advised to maintain a traditional wireline or wire-based telephone service at all times. By agreeing to these terms of service and by your use of the Device, you acknowledge and accept that the Device may not support or provide emergency service at all times. You represent and warrant to Altima Telecom that you already have made additional arrangements with a third party to access emergency services.

2.2.1.2 Registration of Physical Location Required for 911

For each phone line that you utilize with the Service, you must register the physical location where you will be using the Service with us. Your initial location will be registered as a part of subscribing to the Service. It is incumbent on you to confirm the accuracy of your physical address through your online account and update it if you have any changes, additions or transfers of phone numbers. When you move the Device to another location, you must update your location. If you do not update your location, 911 calls you make may be sent to an emergency center near your old address. You may update a location by logging on to your online account. For purposes of 911 Dialing, you may only register one location at a time for each phone line.

2.2.1.3Network Congestion

Reduced Speed for Routing or Answering 911 Dialing Calls. There may be a greater possibility of network congestion and/or reduced speed in the routing of a 911 Dialing call made utilizing the Service as compared to traditional 911 dialing over traditional public telephone networks.

2.2.1.4 Disclaimer of Liability and Indemnification

We do not have any control over whether, or the manner in which, calls using our 911 Dialing service are answered or addressed by any local emergency response center. We expressly disclaim any and all responsibility for the conduct of such local emergency response centers and the national emergency calling center. We rely on third parties to assist us in routing 911 Dialing calls to local emergency response centers and to a national emergency calling center. 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 Altima Telecom nor any of its officers, directors, members 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 911 Dialing service unless such claims or causes of action arise from our gross negligence, recklessness or willful misconduct. You shall defend, indemnify, and hold harmless Altima Telecom, its officers, directors, members, 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, attorneys fees) by, or on behalf of, you or any third party relating to the absence, failure or outage of the Service, including 911 Dialing, incorrectly routed 911 Dialing calls, and/or the inability of any user of the Service to be able to use 911 Dialing or access emergency service personnel.

  • IPTV Services

Altima Telecom will provide you with the ability to receive video and audio programming channels at your premises, only as delivered by Altima Telecom in accordance with the distribution licenses held by Altima Telecom. The Services may also provide access to video on demand and pay per view programming, interactive programming and related personal video services.

Subscriber understands and acknowledges that Altima Telecom IPTV Services must include the minimum levels of programming required by Canadian government regulation programming and that these requirements may change from time to time without notice. Programming channels may be suspended from time to time or cancelled permanently, and individual programs may be blacked out in your local viewing area, due to restrictions imposed by the providers of such programming or the rights of Canadian programming services. You agree that Altima Telecom may at its discretion substitute alternative programming to replace the suspended, cancelled or blacked out programming. No rebates will be credited to your account for any such programming black-outs. Your sole remedy, available only where programming channels have been permanently cancelled, is to cancel your subscription to the programming package containing such channels, effective at the end of your current billing period.

2.3.1 Equipment

Altima Telecom will supply, install, maintain and repair all facilities and equipment necessary to provide the Services up to the point of connection with the facilities or equipment owned by you. All Altima Telecom equipment will remain the property of Altima Telecom and must be returned to Altima Telecom upon termination of this Agreement for any reason. Altima Telecom may charge you for all work and equipment supplied in order to extend existing Altima Telecom network facilities to your premises, including any expenses incurred to secure rights of way, access and occupancy.

Altima Telecom is not responsible for the maintenance or repair of facilities or equipment owned by you, and does not guarantee that the Services will operate with all television sets, remote controls, home theatre components or other audio/visual equipment. The Services require electrical power to operate, which you must supply at no charge to Altima Telecom, and you acknowledge and accept that you may lose service during a power outage unless you supply, install and maintain at your own expense a battery backup power system.

2.4 Alarm Security Service

2.4.1 Alarm Security system installation

It is subject to an estimator visit to your premises will be crucial to determine the charges and the methods used to install these services. Our technicians are certified to meet industry requirements having the experience of delivering high quality and efficient installation.  They will be testing the service with you, your consent to test the service on your personal devices will be required, by accepting you here by Altima Telecom remove any accusation

Please note: Altima Telecom prevents anyone from moving, altering or modifying the Equipment, its installation and configurations.

2.4.2 Equipment:

Any equipment used to render services provided by Altima Telecom. It is your responsibility to maintain them in good condition and keep them away from hazard. All equipment supplied on customer premises by the Company to provision the Service if rented, remains the property of Altima Telecom or its agents.

2.4.2.1Return of equipment: Any equipment belonging to the Company that is not returned upon 14 days after termination of service may be billed to the subscriber at full acquisition cost according the current price when the service is cancelled.

2.4.2.2Exchange of equipment: within the one year warranty of purchase or in the case of rental Altima reserves all right to choose repair or replacement of equipment with equivalent value or less.

2.4.2.3Personal equipment: Personal equipment are subject to extra charges for configuration, repair, or testing at the discretion of the Altima Telecom’s technician. We do not guarantee the service compatibility with your chosen equipment, it is at your discretion and cost. Altima will not be responsible for service interruption or repairs due to the use of your personal equipment.

Please note: Any physically damaged equipment or missing parts will be subject to full charges. 

 

3.0 Equipment Policy

3.1 Equipment’s Warranty:

All equipment purchased at Altima Telecom is guaranteed for 1 year. Altima Telecom will choose to either repair or replace equipment at its sole discretion. The warranty does not apply to any physically abuse of the equipment, damage resulting from an accident, and damage due to loss of parts or modifications made by You to the equipment without Altima Telecom’s prior consent.

3.2 Extended Equipment Warranty:

This warranty only covers subscribers who have selected this added feature at extra cost determined by Altima Telecom, the type of equipment, and the duration of warranty extension.  The extended warranty ensures that your purchased equipment will be subject to repair or replacement even after the basic 1 year warranty. The warranty does not apply to any physically damaged devices sold by Altima Telecom directly or through its agent on behalf of Altima Telecom, damage resulting from an accident, and damage due to loss of parts, water damage or modifications made by You to the equipment without Altima Telecom’s prior consent will not be covered with this extended warranty therefore please take proper measure to ensure the safety of your equipment.

 

4.0 Billing and Payments Policy:

4.1Prepaid services definition

Our services are prepaid there for you pay in advance for the services with the exception of long distance charges they apply on the next bill.

4.2 Billing access

Invoice statements will be sent via e-mail, unless requested by You a paper invoice will be mailed out with additional charges of $2. Please note every account with Altima Telecom has access to their account information on our website click the link below https://www.altimatel.com/userservicecenter/userlogin.php.

You may find the information on your welcome letter email.

EG:

Account ID

Telephone Number

Log in User Name

Log in Password

Promotional Recommendation Code

CA000111XXXX

514XXX-XXXX

Lastname_Firstname

XXXXX

1XUO4 = $10 credit

 

 

 

 

 

 

4.3 Creation of Invoices

New invoices are generated, on a monthly or yearly basis and in accordance to the selected plans, they are emailed or mailed and also made available on your account online with Altima Telecom’s website.  We make them available to you 20 days prior to your billing cycle. The invoice will include the details of the services rendered, the discounts when applicable, any fees or waved fees, credits or adjustments, last payment received, in addition to outstanding balances and additional charges if applicable.

4.4 Recurrent charges:  repeated charges on repeated services delivered to our subscriber on a regular basis until disconnection.

4.5 Onetime Charges: Also known as non-recurrent charges that are due one time see table below.

In addition to your service charges Altima Telecom, may charge additional fees in accordance to the situation and jurisdiction. All fees and charges are subject to changes and applicable taxes.

RECURRENT CHARGES

ONE TIME CHARGES

Internet services

Device purchase       $69.00- $175.00

Phone services

Installation                  $59.00

Alarm monitoring services

Reactivation after disconnection fee $59.00

PBX services

Reactivation after non-payment fee  $5.00

Chinese IPTV services

Moving fee                  $59.00

Monthly equipment rental charges if applicable

Upgrade fee                $25.00

911 Emergency charges

Shipping                      $9.95

Monthly paper invoice charges             $2.00

Suspension                ~$25.00-$50.00

 

Modem non-return  $99.00-$159.00

 

NSF/Returned payment/Pre-authorized payment denial           $15.50

 

Late payment fee         2%

 

Early Cancellation fee 1 year contract   

                                      $50.00-$100

 

Deposit                         ~$50-$150

 

Payment made through customer service representatives               $2.00 surcharge

 

4.6 First invoice due date:

Prior to initiating the service, you will be billed for any one time charges,  this may include, deposits, installation, activation, purchase of equipment, extended warranty, in addition to the service fees from the activation date of your services to the end of the next month. The first invoice is due 7 to 10 days prior installation date. Please if no payment received or arranged your installation will automatically be delayed or cancelled.

On initiation of service, any outstanding balance is due once service installed.

Thereafter, You will be billed for our prepaid services from the 1st to the end of the month, This bill will include your service charges along with any promotional rebates in accordance to the services selected.

Payment are to be made in accordance to the due date on each invoice.

Additional one time fees may be added to your account when it applies, these fees may be linked but not limited to, service change, moving, upgrades, modem purchase, or rental.

4.7 Billing cycle:

The interval of time during which bills are prepared for goods and services that Altima Telecom has sold. A monthly plan billing cycle consist of 30 days service charges, a yearly plan billing cycle consist of 12 months of service charges.

Altima’s billing cycle is recurring and is most often set to repeat on a monthly basis or yearly as per client’s chosen services and plans. Bills are generated 20 days before the due date mentioned on your invoice. Your billing cycle will remain the same unless the service has been discontinued or disconnected for one or any of the reasons mentioned under cancellation or termination.

Long distance charges: these charges are applicable, calculated after usage and charged on your next invoice. Long distance rates are published on our website on https://www.altimatel.com/newuserservicecenter2/phone.php under rates. Please note Altima reserves the right to block the calls to certain destinations. Failure to accept long distance charges will lead to blocking this feature from your phone service.

4.8 Due Date:

Payments are to be received by or prior to the due date on your invoice, or 30 days cycle. The services are prepaid, payments are to be received prior to using the services. Currently if your billing cycle is from the 1st to the 30th, the due date in this case is set on the 1st of each month. Failure to do so leads to an added late payment fee of 2% charged automatically on your next invoice.

4.9 Payment:

All service payments must be made by one of our payment methods listed down below. Unless prior arrangements have been made. Payment is due in full upon billing due date listed on the bill.

We accept payment in the following methods or forms:

  1. Credit card: with selected credit cards only, this method is available to all our clients over the phone, on Altima’s quick pay link mailed along with your bills, on our website, on your account with Altima Telecom online found on altimatel.com/login/

Please note currently American express, discovery are not supported.

For authorized credit card payment: All credit cards will be charged automatically for each billing period on the 25th date of each billing cycle, if declined an email will be sent out to inform you and the second attempt to charge your card will take place on the 1st date of your due date.

It is your responsibility to provide Us with up to date credit card information and to ensure that your credit card account will accept our charges at the time of automatic payment.

Balances that remain unpaid after the due date will be charged interest at a rate of 2% per month.

  1. Bank: by online banking, or by PAP agreement or valid cheque: you may choose one of the following please note you may need the company name and your account ID with Altima Telecom, found on each invoice.

NSF cheques will be assessed a $15.50 handling fee. A service charge of 2% per month will be charged on all past due amounts. And You are responsible of paying the overdue balance on your account.

  1. Debit or Cash this method requires that you pay in person at one of our point of sales, please refer to our website for these locations.
  2. PayPal you must have a valid and active PayPal account you will need your account ID with Altima Telecom.

Please allow sufficient time for any payment received other than by card or PayPal as the processing time may delay the delivery of payment on time. Altima Telecom credit your account on the date we receive them, and not the date you mailed them.

4.10 Deposit

An amount set as a security or guarantee. The deposit will be fully refunded to the customer should this agreement canceled without further obligations by either party if service cannot be installed within 120 days and upon the return of equipment if provided by Altima Telecom. Any remaining balance of the first bill is due upon completion of installation and provisioning of service.

Should there be an outstanding balance any deposit on the account will then be used to cover the charges remaining on the account the remaining balance will then be mailed out by cheque to the mailing address on your file. It is your responsibility to keep us informed and up to date with your service address, mailing address and shipping address whenever applicable.

This notice must be e-mailed, faxed or mailed to the Company or otherwise delivered in accordance with the Company's policies.

4.11 Rebates expiry dates

These rebates will expire as determined on your bill. You will benefit from the discounts or rebates are associated with your services and promotions you applied to, however once expired, Altima will not extend these rebates. Failure to accept this rule may lead to cancellation of services.

 

5.0 Services:

5.1 Service Charges

Altima Telecom strives to provide premium quality Services at competitive prices.  We provide no guarantee in this regard. The service charge will remain unchanged during the prepaid period of the Service. The prices for monthly Services or IP phone packages may be modified from time to time at Altima Telecom’s sole discretion, following a period of 30 days’ notice to the Customer.

5.2 Service renewal

At the time of renewal of the one year prepaid service, the service charge may be modified, with or without notice, depending on the Service you choose.

In the case of work performed by Altima Telecom that is not the principal object of our Services (e.g. international rates, moving fee or suspension fee) , prices may be modified by Altima Telecom at any time without notice and such modifications will be posted on our website www.altimatel.com.

5.3 Service or contract Renewal

All determined or undetermined contracts other than a seasonal contract will be automatically renewed at the expiry of the term to undetermined a month to month service unless canceled in writing or by phone by the subscriber. Notice of cancellation by the account holder in respect of contracts having a term of 12 months or longer must be received by one of the communication methods and solely by the subscriber on the account, the account can be cancelled immediately or on a post-dated. Month to month contracts will be effectively canceled at the end of the month term occurring next after 30days after receipt of notice of cancellation. The Company reserves the right to refuse to renew this contract upon the expiry of any term or renewal term and the right to renew a contract on altered terms on notice in writing to the subscriber delivered according to the law in your jurisdiction, in most cases 60 days’ notice.

5.4 Change of services

You may change your Services at any time by contacting us in any of the ways set out in Section: Contact information below. You may be subject to an administrative charge in accordance with Section Billing and Charges. You may also be charged a fee to change your Service in accordance to the services and the changes required.

Please note that if you wish to change a Service, you may only be able to do so to Services that are currently available in the market and in your desired address. Also note that any Service you remove may no longer be available, or may be subject to the price available in that period, we do not guarantee old prices once services changed.

Please note all internet service upgrades are subject to a $25 fees applied on residential accounts. Commercial accounts will need to contact Altima Telecom directly to inquire about the changes of services and fees.

5.5 Suspension of Services

A period during which regular billing of recurring service charges should not take place for the account.it is substituted with suspension fees.

Seasonal suspensions are available to you at your request and are subject to additional charges based on the duration requested and the services in question. You may check our website or contact our agents for specific charges related to suspending one or several of our services.

5.6 Reactivation of Services

Reactivation after non-payment suspension

 Reactivation can only take effect once the balance is cleared on the account. The reactivation may vary from 5 min to up to 1 business days this depends on the type of services and the number of services on the account, please take into consideration provincial and federal holidays in your jurisdiction and that of our partners. Reactivation fee of $5 may apply and the charges are applicable automatically on your next invoice.

Please be advised Altima Telecom reserves the right not to provide credits on the days your services are suspended due to non-payment as we attempt to contact the subscriber through the means provided to us initially on the account and billing due date reminders are sent out on several occasions.

Reactivation after disconnection of services

Once your account is disconnected, a reactivation fee of $59 will be required in addition to one month’s service. These fees are due immediately and reactivation will be subject to a technician’s availability. This may take 7 to 10 business days and may be longer in high seasons. For more details contact our agents.

5.7 Limitation of Liability

The Services are provided "as is". Altima Telecom makes every effort to provide high quality service, but does not guarantee that the performance or availability of the Services will satisfy your needs or expectations. In the event of a problem with the availability or performance of the Services, Altima Telecom will take the reasonable and necessary measures to resolve your issue, but does not guarantee it will be resolved within any limited time.

5.8 Force Majeure

Altima Telecom services depends on including networks, cabling, facilities and certain equipment that are not in our control; accordingly (i) any representation made by us regarding access performance, speeds, reliability, availability, use or consistency of the Website is on a "commercially reasonable efforts" basis, (ii) we cannot guarantee any minimum level regarding such performance, speed, reliability, availability, use or consistency, and (iii) data, messages, information or materials sent over the Internet may not be completely private, and your anonymity is not guaranteed.

Altima Telecom shall not be responsible for interruptions in Service caused by Force Majeure events which include, but are not limited to, such events as acts of god; terrorism, strikes; fire; war; riot; or government actions.

If the Services are interrupted for a period of 48 consecutive hours or more that the Services are rendered unusable, Altima Telecom\'s liability shall be limited to crediting You for the period during which the Service(s) was interrupted on a pro-rated basis on the bill covering the period in question, except in the event the interruption was due to the intentional or gross fault of Altima Telecom or its representatives.

 

Submissions:

You agree that no submissions by you to the Altima Telecom, websites, servers, social media, or its affiliates, will violate any right of any third party, including privacy or other personal or proprietary right(s). You also agree that no Submissions by you to our website or servers, devices, and social media will be or contain libelous or otherwise unlawful, abusive or obscene material. You are and shall remain solely responsible for the content of any Submissions you make.

Illegal or Inappropriate Use of the Service:

  1. Any Internet activity, which references back to Altima Telecom or its services in a damaging manner, will result in suspension or termination of account(s)
  2. Illegal Internet activity using or referencing to Altima or an account or services provided by Altima Telecom will result in immediate termination, possible prosecution, and assessment of legal fees accrued.
  3. You shall not use their account to create or distribute any images, sounds, messages or other material, which are or may be considered in law to be obscene, pornographic, harassing, racist, malicious, fraudulent or libelous, nor use the account for any activity that may be considered unethical, immoral, illegal or against the public interest.
  4. You shall not intentionally seek information about, browse for, obtain copies of or modify files, passwords, tapes or any electronically or digitally formatted or stored information belonging to other individuals, businesses or corporations, no matter where they are located, unless specifically authorized to do so by the owners of or persons having control over such information.
  5. You shall not attempt to decrypt any encrypted material unless authorized to do so.

Altima Telecom will not be responsible for any corrupted data, files or viruses which affect you or your computer. It is your responsibility to safeguard your system, through appropriate means (for example, using commercially available software), from theft, unauthorized use or system corruption.

Remedies and Penalties:

The actions Altima Telecom takes may include account suspension or termination. Altima does not issue any credits for accounts canceled due to breach by the subscriber of any term or condition of this contract. In addition to any other fees and penalties that may be assessed by Altima Telecom, as provided herein, you shall be held liable for any and all costs incurred by the Altima as a result of your violation of any terms and conditions of this Agreement.

Not applicable to Residents of Newfoundland* or Residents of Québec**

Unless otherwise permitted by applicable law, Altima may cancel any or all of your Services or accounts and any corresponding Agreement, as long as we give you at least 30 days’ prior written notice. Applicable charges continue until the cancellation date. Applicable only to Residents of Newfoundland* or Residents of Québec**

Unless otherwise permitted by applicable law, Altima may cancel any or all of your Services or accounts and any corresponding Agreement, as long as we give you at least 60 days’ prior written notice. If you have subscribed to a Term Service, then we may cancel that Service:

  • (Applicable only to Residents of Newfoundland*) only if we no longer have the technical ability to provide that Term Service, or
  • (Applicable only to Residents of Québec**) only pursuant to Sections 1604, 2126 and 2129 of the Civil Code of Québec. Applicable charges continue until the cancellation date.
  • (Applicable only to Residents of Newfoundland*): If your account has a credit balance over $10 on your final bill, then we will refund that balance to you within 60 days of the date of that bill. Discretionary credits will not be refunded.

 

6.0 Account Transfers:

Your account remains under the subscriber unless, you agree to transfer your account to a new end user, in order to transfer the account successfully the new subscriber and the former account holder should meet Altima Telecom Transfer conditions and requirements:

  • The former account holder must:
  1. Clear all outstanding balance.
  2. Inform Altima Telecom Send an email or letter in writing to report the transfer including the name and phone number, email address is available and service address of the new account holder. It must be dated, signed by both yourself and the new potential account holder.
  3. Must contact Altima either by phone, or in person along with the potential new account holder.
  • The potential new account holder must:
  1. Must pass credit check, or accept the credit limit deposit.
  2. Agrees to the terms and conditions applied on the account upon the transfer.

Terms and conditions on a transfer may change and vary as per Altima’s current applicable terms and in accordance to the law in your jurisdiction.

iii Is responsible of payment on a regular basis from the date the account is transferred onwards.

iv Must provide accurate information about name, phone number, email address, or best means of contact.

v Must pay any deposits on the account to maintain the same privileges for example equipment rental.

vi Must pay the first month and any dues on the date the transfer is concluded.

vii New account holder then agrees to use the service as is, in the same address with the same service conditions.

 

7.0 Collections

Outstanding charges after cancellation:

Should there be an outstanding balance any deposit on the account will then be used to cover the charges remaining on the account the remaining balance will then be mailed out by cheque to the mailing address on your file. It is your responsibility to keep us informed and up to date with your service address, mailing address and shipping address whenever applicable.

This notice must be e-mailed, faxed or mailed to the Company or otherwise delivered in accordance with the Company's policies.

Bad debt: If the deposit is not sufficient to cover these charges a final notice will be mailed to your address no later than 30 days after cancellation, failure to pay the remaining balance on the account will lead to collection agencies including the collection service fees. This will lead to bad credit.  

Should collection agencies receive your account due to none payment of outstanding balance, Subscriber agrees to pay any collection costs incurred including reasonable attorney's fees, filing fees and court costs.

 

8.0 Common Use Policy

The Subscriber agrees that the personnel of the Company and its sub-contractors (together recognized as the "Service Providers") will be allowed at their sole discretion to install, upgrade, repair and maintain equipment to:

  1. a) provide service to the Subscriber; and
  2. b) operate the network (including without limitation the Equipment at the Subscriber's premises) for the benefit of, and to provide services to, all Subscribers. The Subscriber specifically agrees where applicable, provide access to the interior of the Facilities during regular hours of operation for the Service Provider to maintain the Equipment, its power and network connections.
  3. Provide reasonable care and protection for the Equipment
  4. Prevent anyone from moving, altering or modifying the Equipment, its installation and configurations

Termination:

Altima reserves the right to immediately disconnect your services. The contract may be terminated at any time for default in payment but fees for the remaining contracted period are due in full. You may choose to terminate your services with Altima Telecom at any time should your account owe 0 balance.

Prior Agreements Void

This Agreement hereby supersedes all previous representations, understanding, or agreements, written or oral, by or between you and the Company, and shall prevail notwithstanding any variance with terms and conditions of any and all orders submitted.

Warranty

In providing Internet access service. The Company, its officers, directors, employees, representatives and agents, make no representations or warranties except as expressly stated herein and expressly disclaim all implied warranties, including, without limitation, warranties of merchantability, fitness for a particular, purpose and security, and shall not be liable to the subscriber for indirect, indirect, incidental, special or consequential damages of any kind resulting from provisioning of or failure to provide the service without limiting the foregoing, the company will not be liable for damages resulting from the use or inability to use the service or to access the internet reliance on information obtained through the internet, interruptions in the service for any reason, deletion of files or email, lost data, unauthorized access to the customer’s records or files, errors, defects, damages to equipment computers and stored information, due to viruses, delays in operation or transmissions or any other failure of performance.

Binding Agreement

This agreement shall be binding upon the successors and assigns or, as the case may be. The heirs and personal representatives, of the Company and the subscriber. Altima Telecom  1179 Decarie Street, Unit 206, Saint Laurent, Quebec, H4L 3M8 Email This email address is being protected from spambots. You need JavaScript enabled to view it. The undersigned subscriber acknowledges that the terms and conditions of this contract as set out above and on the reverse side of this document have been read and are understood and agreed to.

Indemnity

You undertake to hold harmless, guarantee and assume responsibility for the defense of Altima Telecom and the Carriers against any claim, action, proceeding or formal notice, including legal and judicial fees, in relation to any damages or regulatory proceeding that may have resulted from your negligence or your unlawful use of the Service or the equipment.

In no event shall Altima Telecom, its officers, directors, employees, affiliates, agents or any other third-party provider who furnishes services to You in connection with this agreement or the service be liable for incidental, direct, indirect, special, punitive, exemplary or consequential damages, including but not limited to loss of data, loss of revenue or profits, or damages arising out of or in connection with the Customer’s use or inability to use the Services, including the inability to access emergency services via the Services at any time or from time to time, or any interruption or degradation of the services, except in the event the Customer’s inability to use Services was due to the intentional or gross fault of Altima Telecom, or its representatives.

The Terms & Conditions document was last revised on – November 29, 2016



CONTACT US

Address

Montreal Office

1179 Decarie Street, Suite 206 Saint-Laurent, QC H4L 3M8

    • t: (514) 800-2266
    • f: (514) 221-3496
    • e: ecare@altimatel.com

Opening Hours


  • Montreal Office
  • Mon: Closed
  • Tue, Thu, Fri: 9:00-17:00
  • Wed: 9:00-19:00
  • Sat: 10:00-17:00
  • Sun: Closed
Toronto Office

620 Alden Rd. Unit 208, Markham, L3R 9R7

    • t: (647) 977-2266
    • f: (416) 907-3666
    • e: ecare@altimatel.com

Opening Hours


  • Mon: Closed
  • Tue to Sat: 9:00-17:30
  • Sun: Closed
Vancouver Office

10151 No.3 Road Suite 255,Richmond, BC, V7A4R6

  • t: (604) 900-2266
  • e: ecare@altimatel.com

Opening Hours


  • Mon: Closed
  • Tue to Sat: 9:30-18:00
  • Sun: Closed
Winnipeg Office

208B-2989 Pembina Hwy Winnipeg MB R3T2V8

  • t: (204) 500-2266
  • e: ecare@altimatel.com

Opening Hours


  • Mon to Fri: 9:00-17:00
  • Sat: Closed
  • Sun: Closed
Calgary
  • t: (587) 318-2266
  • e: ecare@altimatel.com