Terms And Conditions

General Terms

For any issues or complaints, contact our customer service department at 1-888-835-2268. In addition, you can escalate the complaint with the Commission for Complaints about Telecom-Television Services (CCTS) at www.ccts-cprst.ca

All changes to pricing and service will be notified at least 30 days in advance.

Telcan reserves the right to change prices or any other charges at any time. We will provide you with at least thirty (30) days' notice before charging you with any price change on any annual or longer-term plans. It is your sole responsibility to periodically review billing information provided by Telcan through the user billing tool or other methods of communication, including notices sent or posted by Telcan.

All other changes will be notified at least 30 days in advance.

For outages related to Telcan’s service for more than 10 days, Telcan will reimburse the charges for the given month.

Customers can cancel the service anytime without any penalties or cancellation fees. All loaned or rented devices must be returned to Telcan within 14 days of cancellation in the original condition with all the associated parts, otherwise, Telcan will charge the listed price of the device. If the unreturned device is on a rent-to-own agreement, Telcan will charge the remaining amount of the device cost. Device Prices: Modem - $150, Wi-Fi Router - $100, Power Adapter - $30, VoIP Phone ATA - $100. Telcan will send the shipping label via email and it will be the client's responsibility to print the label and return the device.

Telcan can disconnect a customer’s service on the grounds of failure to pay if the account has been past due for more than 14 days. Telcan will provide notice at least 5 days in advance before disconnection. If the customer wishes to reconnect service, there is a reconnection charge of $50. Telcan will report all late payments and overdue amounts to the Equifax Credit Bureau. 1% interest per month will be applied to the due amount.

The Internet Code can be found at crtc.gc.ca/eng/internet/code.htm

The customer authorizes monthly scheduled charges to their credit card. The customer will be charged the indicated amount on the invoice for each billing period. A receipt for each payment will be emailed, and the charge will appear on the customer’s credit card statement.