ThreeTel Terms & Conditions

1. Definitions

In these Terms, “You”, “Your”, and “Customer” mean the person, business, corporation, or other legal entity that applies for, purchases, or uses the Services. “We”, “Us”, “Our”, and “ThreeTel” mean Alpha Televoice Ltd operating the ThreeTel brand.

“Services” means the VoIP home phone, business phone, number porting, calling features, related support, and any other services supplied by us. “Equipment” means any ATA, router, adapter, handset, device, accessory, or hardware used with or supplied for the Services.

2. Services, limitations, performance, and availability

Our Services are provided on a best-effort basis. We do not guarantee that the Services will be uninterrupted, error-free, continuously available, or compatible with every device, router, ISP, or third-party service.

• Service quality may vary depending on your internet service, bandwidth, router configuration, wiring, power supply, and local network conditions.
• Interruptions may occur due to maintenance, upgrades, outages, congestion, ISP restrictions, port blocking, force majeure, cyber incidents, or third-party failures.
• You are responsible for ensuring that your internet connection and locally used equipment are suitable for VoIP usage.
• We may modify, improve, replace, suspend, or discontinue any part of the Services where reasonably necessary.

3. Service changes, relocation, and modifications

If you request a service move, plan change, relocation, number port, configuration change, upgrade, downgrade, or other manual work, additional charges may apply. We will normally advise you of applicable charges before completing the request.

• All requested changes remain subject to technical feasibility, service availability, and account standing.
• We may decline a requested change where it is not technically possible, commercially reasonable, or compliant with law or policy.
• Where pricing changes are made by us, we will provide reasonable advance notice where required.

4. Emergency services - 911 dialing

Please read this section carefully. Our VoIP 911 service is not the same as traditional landline 911. By using the Services, you acknowledge and accept these differences and limitations.

4.1 Basic 911 limitations

• 911 calls may be routed through specialized third-party emergency call centres or public safety answering points.
• You may be required to verbally confirm your name, callback number, and exact location.
• If you cannot speak, the operator may not be able to identify or dispatch to your current location.
• Your registered address and callback information may be delayed, unavailable, or inaccurate if your details are outdated.
• If a 911 call is disconnected, the operator may not be able to call you back. You should call 911 again immediately.

4.2 Situations where 911 may fail or not function properly

• Power outages or electrical interruptions.
• Internet outages, low bandwidth, or severe congestion.
• Equipment failure, ATA failure, router failure, cabling issues, or device malfunction.
• Blocked ports, ISP restrictions, or network misconfiguration.
• Service suspension, account termination, or failed registration of your VoIP device.

4.3 Your responsibilities

• You must keep your service address and contact information current and accurate.
• You must inform all users, residents, staff, guests, or other persons at the service location that VoIP 911 differs from traditional 911.
• You should place any supplied 911 warning labels or notices in a visible location near the device.
• You should maintain an alternative means of calling emergency services where possible.

4.4 Release of information

You authorize us to disclose your name, service address, telephone number, and related account information to third parties involved in delivering emergency calling services.

4.5 Limitation of liability for 911

Emergency calling relies on third-party systems that are not fully controlled by us. To the fullest extent permitted by law, we disclaim liability for failures, delays, interruptions, misrouting, or errors relating to 911 or emergency response services.

4.6 911 service charges

Government-imposed or emergency-network-related charges may apply. If applicable, such charges may be invoiced separately or included in your bill. You agree to pay those charges when due.

5. Charges, billing, payment, and credit

5.1 General billing

Unless otherwise stated, our services are billed in advance. Charges may include service fees, equipment fees, activation fees, shipping, porting, setup, taxes, restoration fees, usage charges, and any other applicable charges shown at checkout, in your invoice, or otherwise communicated to you.

5.2 Month-to-month plans

• Month-to-month plans are billed in advance for each billing cycle.
• Where auto-pay is enabled or required, you authorize us and our payment processor to charge your saved payment method.
• A one-month refundable deposit may apply to some plans, subject to our refund and account settlement rules.

5.3 Fixed-term prepaid plans

• 12-month and 36-month plans are generally prepaid in full at the time of purchase.
• These plans are fixed-term offers and are not recurring monthly subscriptions unless explicitly stated otherwise.
• At the end of the prepaid term, renewal may require a new payment at the then-current price unless another arrangement is offered.

5.4 Paperless billing

We may provide invoices, payment confirmations, notices, and account communications electronically by email, customer portal, SMS, or website posting. You are responsible for monitoring your registered email address and keeping it up to date.

5.5 Failed payments, overdue accounts, and suspension

• If a payment fails or remains unpaid after the due date, your account may be suspended, restricted, or terminated.
• We may charge a reasonable late fee, collection charge, restoration fee, or administrative fee where permitted by law and disclosed in your billing.
• No refund or service credit is owed for a suspension or service interruption resulting from your non-payment.
• If service has been suspended for non-payment, a restoration fee may apply before service is reactivated.

5.6 Payment disputes

You should notify us promptly if you believe there is a billing error. Failure to raise a dispute within a reasonable period may affect our ability to investigate, but does not remove any non-waivable legal rights you may have under applicable law.

5.7 Credits

Any credits issued by us are service credits unless we expressly state otherwise. Service credits are non-transferable, non-cashable, and may only be applied to eligible future charges on your account.

6. Plan terms and pricing structure

6.1 Month-to-month plan

• Billed monthly in advance.
• May renew automatically each billing cycle until cancelled.
• Cancellation usually takes effect at the end of the active billing period unless otherwise agreed.

6.2 12-month prepaid plan

• Requires upfront payment for the full 12-month term.
• Valid for 12 consecutive months from payment confirmation or activation date, as applicable.
• No automatic renewal unless clearly stated during purchase or renewal.

6.3 36-month prepaid plan

• Requires upfront payment for the full 36-month term.
• Valid for 36 consecutive months from payment confirmation or activation date, as applicable.
• No automatic renewal unless clearly stated during purchase or renewal.

6.4 Pricing changes

We may update prices for future purchases, renewals, or month-to-month services. Any pricing change will not usually affect the remainder of a prepaid fixed term already paid in full, unless required by law, tax changes, or expressly stated otherwise.

7. Equipment

Equipment provided by us on a rental, loan, or temporary basis remains our property unless you have fully purchased it and all related charges have been paid.

• You must use equipment with reasonable care and in accordance with supplied instructions.
• You may not sell, assign, encumber, tamper with, or misuse equipment that remains our property.
• On cancellation of service, rented or loaned equipment must be returned within the required return period communicated by us.
• If non-returned, damaged beyond normal wear and tear, lost, stolen, or intentionally tampered with, replacement or recovery charges may apply.

7.1 Equipment replacement and troubleshooting

• We may require troubleshooting before approving a replacement.
• You may be responsible for shipping charges depending on the reason for replacement and the condition of the returned equipment.
• If no fault is found, a testing, handling, or restocking fee may apply where disclosed.

8. Number porting

• Number porting is subject to validation, carrier acceptance, account matching, and external carrier timelines.
• You are responsible for ensuring the submitted porting details are accurate.
• We are not responsible for delays or rejections caused by your current provider, incorrect information, account locks, unpaid balances, or third-party carrier requirements.
• Do not cancel your existing phone service until your number transfer is confirmed complete unless you fully accept the risk of losing the number.

9. Auto-pay and payment authorization

If you provide a debit card, credit card, or other approved payment method, you authorize us and our payment processor to store and charge that method for all amounts due on your account, including recurring charges, renewals you approve, restoration fees, taxes, chargebacks, equipment fees, and other valid account charges.

You are responsible for keeping your payment method current and valid. If a stored card expires, is replaced, or is updated by the card issuer or payment network, we may use the updated information where supported by our payment processor.

10. Refunds and cancellations

• Activation fees, shipping fees, setup fees, porting fees, usage charges, and similar one-time charges are generally non-refundable once incurred.
• Prepaid fixed-term plans are generally non-refundable after activation except where required by law or expressly approved by us.
• Month-to-month service cancellation does not normally entitle you to a refund for a partial billing period already started.
• Any refundable deposit may be applied first to unpaid balances, damage charges, equipment charges, taxes, or other outstanding amounts before a refund is issued.

11. Acceptable use

You may not use the Services for illegal, fraudulent, abusive, harmful, or unreasonable activities.

• Using the service in a way that threatens network integrity, service stability, or security is prohibited.
• Auto-dialing, robocalling, spoofing, harassment, spam, traffic pumping, fraud, or unlawful resale is prohibited.
• We may suspend or terminate services immediately where we suspect abuse, fraud, or unlawful activity.

12. Chargebacks and reversed payments

If you initiate a chargeback, payment reversal, or bank dispute, we may suspend the affected services and cooperate fully with the payment processor, issuer, and financial institution during the investigation.

• We may recover chargeback fees, administrative costs, equipment charges, and unpaid balances where permitted.
• Service restoration after a chargeback may require verified repayment and additional review.

13. Suspension and termination

We may suspend or terminate some or all services immediately or on notice where reasonably necessary, including if:

• You fail to pay amounts due.
• You breach these Terms.
• We suspect fraud, abuse, unlawful activity, or security risk.
• A supplier, carrier, regulator, or legal authority requires action.
• Provision of the Services becomes commercially or technically impractical.

Termination or suspension does not remove your obligation to pay valid outstanding charges incurred before or during the suspension period.

14. Disclaimer and limitation of liability

To the maximum extent permitted by law, the Services and Equipment are provided “as is” and “as available” without warranties of uninterrupted availability, fitness for a particular purpose, merchantability, or non-infringement, except where such disclaimers are not permitted by applicable law.

To the fullest extent permitted by law, we will not be liable for indirect, incidental, consequential, special, exemplary, or punitive damages, including lost profits, lost business, lost data, or downtime, arising from or related to the Services, Equipment, or these Terms.

15. Privacy and account information

You consent to our collection, use, storage, and disclosure of account, billing, technical, and service information as reasonably necessary to provide Services, process payments, comply with law, prevent fraud, support number porting, and deliver emergency calling where applicable.

16. General terms

• These Terms form part of the agreement between you and us.
• If any part is held invalid or unenforceable, the remaining terms continue in effect.
• Our failure to enforce a provision does not waive our right to enforce it later.
• We may update these Terms from time to time by posting an updated version on our website or otherwise notifying you.
• Your continued use of the Services after an update takes effect means you accept the revised Terms, subject to any rights you may have under applicable law.

17. Contact information

For support, billing questions, or notices relating to these Terms, please contact us:

• Email: support@threetel.com
• Billing: billing@threetel.com
• Phone: 416-800-0345
• Website: https://www.threetel.com