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Terms & Conditions

ThreeTel Terms & Conditions

These Terms govern your use of ThreeTel services. By ordering, activating, or using the service, you agree to these Terms.

Last updated: 2026-02-15 Operated by: Alpha Televoice Ltd GST/HST: 834218315RT0001
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Key terms summary

  • M2M: billed monthly in advance; auto-charged each billing cycle; a one-month deposit may apply.
  • 12-month & 36-month plans: paid upfront for the full term; not subscriptions; no automatic renewal.
  • Plan changes: M2M changes apply next billing cycle; fixed-term changes usually take effect after term ends unless approved.
  • Taxes: GST/HST is applied where required based on your billing address.
  • 911: VoIP 911 differs from traditional landline 911 and depends on internet/power availability.

1. Definitions

“You”, “Customer” means the person or entity using the Services. “ThreeTel”, “We”, “Us” refers to ThreeTel, operated by Alpha Televoice Ltd. “Services” means VoIP home phone and business phone services. “Equipment” means any ATA, adapter, phone, or hardware supplied or used with the Services.

2. Services & availability

Services are provided on a best-effort basis. Service quality and availability depend on your internet connection, power supply, and network conditions. Uninterrupted service is not guaranteed.

  • Interruptions may occur due to internet/power outages, ISP limitations, maintenance, or force majeure events.
  • You are responsible for maintaining compatible equipment and a stable internet connection.

3. Plans, pricing & billing structure

Month-to-month (M2M)

  • Billed monthly in advance and charged automatically each billing cycle.
  • A one-month deposit equal to the monthly fee may be required.
  • Cancellable at any time, effective at the end of the current billing cycle.

Fixed-term plans (upfront payment)

  • 12-month and 36-month plans require full upfront payment for the entire term.
  • These plans are not subscriptions and do not renew automatically.
  • Unused time is non-refundable unless required by law.

4. Included services & one-time charges

Included with plans (subject to fair use and technical limits):

  • Unlimited calling to Canada & USA*
  • Canadian or USA number included
  • Standard calling features
  • Phone adapter rental included (where provided)
  • International calls billed at published rates

One-time charges (if applicable):

  • Number transfer (port-in): $6.99
  • Shipping & handling: $16.99
  • One-time activation fee: $29.99
  • Security deposit (M2M only): equal to one month of service
* “Unlimited” is for normal residential or small business calling patterns. Excessive or abnormal usage may be restricted.

5. Plan changes (upgrade / downgrade)

  • M2M: upgrades/downgrades take effect on the next billing cycle.
  • Fixed-term upfront plans: changes typically take effect after the term ends unless otherwise approved.
  • No retroactive refunds are provided for prior billing periods.
If a fixed-term plan is ended early, ThreeTel may apply the standard M2M rate going forward and/or remove discounted pricing, consistent with these Terms and applicable law.

6. Emergency services – 911 (Important)

ThreeTel provides VoIP-based 911 service, which differs from traditional landline 911. 911 service may not function during internet outages, power failures, equipment issues, or ISP restrictions.

  • Emergency calls may be routed through third-party emergency centers.
  • You may need to verbally provide your location.
  • If a call disconnects, emergency services may not be able to call you back.
You are responsible for keeping your registered address up to date and informing all users of these limitations.

7. Billing, payments & arrears

  • Billing is electronic (email invoices).
  • Services are billed in advance; taxes are applied where required by law.
  • Past-due amounts may result in suspension or termination; restoration fees may apply after suspension.
  • Agreed arrears may be invoiced separately and do not modify future billing obligations unless confirmed in writing.

8. Chargebacks & payment disputes

If a chargeback is initiated, services may be suspended during investigation. Administrative or processing fees may apply. Repeated disputes may result in service termination.

9. Equipment

  • Rented equipment remains the property of ThreeTel and must be returned within 30 days of cancellation.
  • Unreturned or damaged equipment may be charged at replacement value.

10. Acceptable use

Services must not be used for fraud, spam, robocalls, harassment, or other unlawful activity. Excessive or abnormal usage inconsistent with residential or small business use may result in restriction, suspension, or termination.

11. Termination

  • You may cancel by contacting support.
  • ThreeTel may suspend or terminate for non-payment, policy violations, abuse, or failure to cooperate with troubleshooting.
  • Unused service time is not refundable unless required by law.

12. Changes to these Terms

We may update these Terms from time to time. Updated Terms posted on this website replace prior versions. Continued use of the Services constitutes acceptance of the updated Terms.

13. Contact information

ThreeTel Support
Phone: 416-800-0345
Email: support@threetel.com
Website: https://www.threetel.com