- Account, Billing & Payment
- Your Responsibilities
- Netago Services
- Netago Equipment & Software
- Proprietary Rights
- Privacy & Confidentiality of Your Information
- 9-1-1 Services, VoIP and Related Limitation of Liability
- Liability & Indemnification
- Cancelling & Suspending Netago Services
- Additional Terms
1. What are the Terms and Conditions of Service?
The terms and conditions of service (“Service Terms”) govern your use of any Services, as defined below. Throughout this document:
- “E9-1-1” means enhanced 9-1-1 service which may provide emergency services personnel with your location information and phone number;
- “Equipment” means any device, equipment or hardware used to access the Services or used in conjunction with the Services;
- “Fixed Term” means a minimum contract period for a particular Service;
- “I”, “me”, “you”, “your” and “yours” refer to you but also to persons that you authorize to use the Service or act as your agent with regard to the Service;
- “Identifiers” means e-mail addresses, phone numbers, account numbers, personal identification numbers (“PINs”), Internet Protocol addresses, personal web page addresses, access codes and any other identifier assigned to you by Netago;
- “Netago” means 508896 Alberta Ltd. c.o.b. as Netago, its parents, subsidiaries and affiliates;
- “Netago Parties” means Netago, its partners, licensors, dealers, representatives, suppliers and agents (and their respective employees, officers, directors, shareholders and representatives);
- “Service Agreement” means an agreement between you and Netago setting out the terms for one or more Services. For additional certainty, Service Agreements include established by: (1) online order forms that are accepted by us; (2) telephone orders which are confirmed by email or other means and accepted by us; and (3) executed orders in hard copy paper form which are returned to, and accepted by, us;
- “Services” mean any Services that you subscribe to or receive through Netago, including but not limited to various Internet access services, phone services and webhosting. All Equipment and Software (as defined in this section) are considered elements of the Services;
- “Software” means any software used to access the Services or used in conjunction with the Services;
- “us”, “we”, “our” or “ourselves” means Netago; and
- “VoIP” means Voice over Internet Protocol services
2. What is included as part of my Agreement for Services with Netago?
Your Service Agreement(s), any Netago document describing features, products or services and any other document incorporated by reference together with these Service Terms constitute our agreement with you (“Agreement”). In the event of an inconsistency between the constituent documents of the Agreement, the inconsistency will be resolved by giving preference first to a Service Agreement(s), then to the Service Terms, and lastly to any other Netago documentation describing features, products or services.
3. How do I accept this Agreement?
By using the Services or allowing Services to be installed at your premises, you acknowledge that you have read, understood and agree to the Service Terms. If you do not agree to the Service Terms, you may not use the Services.
4. How long does the Agreement last?
The “Term” of your Agreement with Netago begins when you accept the Agreement and will continue until the Agreement is terminated. Netago provides Services to you on an ongoing month-to-month basis unless a Fixed Term is set by a Service Agreement. If a Fixed Term expires, Services will continue to be provided to you on a month-to-month basis, unless you cancel the applicable Service in accordance with Section 33.
5. Can Netago change the Agreement?
Netago can change the Agreement and any aspect of the Services. Before we make any changes to the Agreement, we will give you at least thirty (30) days’ written notice by email, letter, bill insert or by posting the notice on our website, www.netago.ca/.
If you continue to use the Service after thirty (30) days from the effective date indicated in the notice, the new service term will become effective.
6. What if I do not agree with a change that Netago makes to the Agreement?
If you do not agree with a change made by Netago, you may cancel the affected Services in accordance with Section 33.
7. How does Netago bill me for the Services?
Netago will bill you monthly, in advance. You must pay all recurring and one-time charges (“Fees”) and all applicable taxes due for Netago services within fourteen (14) days of Netago’s invoice date. Netago may bill you monthly in arrears for certain Fees. For example, billing in arrears may be necessary for charges that can only be calculated at the end of a billing month (e.g. usage based charges). Service Agreements may also modify the billing terms for certain Services.
8. How can I pay my bill?
You can pay your bill online through your bank account, by cheque (through the mail) or with select credit cards. You confirm that you are an authorized user of the credit card or bank account and that it is valid and has not expired. You must promptly advise Netago if your credit card or bank account information changes.
9. What charges apply to late payments, rejected payments and other account processing actions?
If Netago does not receive payment within fourteen (14) days of the invoice date, you will be subject to a late payment charge of 1.5% per month. This late payment charge accrues on a daily basis and is calculated and compounded monthly on the outstanding amount (19.56% per year) (“Late Payment Charges”) from the date of the first bill on which it appears until the date we receive that amount in full. You agree that we can charge any unpaid and outstanding amount, including any Late Payment Charges and taxes, on your account to your credit card, bank account or any other payment method pre-authorized by you for payment of Fees.
Administrative charges may be levied for administration or account processing activities in connection with your account, including as a result of the following:
- collection efforts due to non-payment or having a balance over your credit limit, including unbilled usage and pending charges, fees and adjustments;
- returned or rejected payments due to non-sufficient funds (“NSF”) or any other reason;
- change of any Identifier; and/or
- the restoral of Service
10. What if I dispute Fees on my invoice?
If you have any questions, disputes or discrepancies to report regarding Fees, you must do so within ninety (90) days of the invoice date. Failure to notify us within this time period will constitute your acceptance of such Fees. We will investigate disputes and if, in our sole discretion, we determine that a portion of the Fees was incorrectly charged, then we will reverse the disputed portion of the Fees. You must pay the undisputed portion of the Fees in accordance with Section 8.
11. Does Netago have any policies that apply to the Services?
Yes. From time to time, Netago may establish policies, rules and limits (collectively “Policies”) concerning the use of the Services, Equipment and any products, content, applications or services used in conjunction with the Services or Equipment. The Policies are incorporated into these Service Terms by reference.
12. Are there any limits to my use of the Services?
Yes. You agree to comply with and use the Services for your own personal use, in accordance with the Agreement and all applicable laws. You also agree not to:
- a) Resell the Services, receive any charge or benefit for the use of the Services; and
- b) Transfer your Services without our express consent.
You must also follow any Policies setting out acceptable use guidelines for the Services and Equipment.
13. How can I be sure that Netago has accurate contact information for my account?
You are responsible for keeping the contact and payment information you provide to Netago (including name, mailing address, email address, address where the Services will be provided to you), phone number, and any authorized users) up to date. If this Agreement is cancelled, you will provide Netago with forwarding information for final invoices or correspondence if your new contact information is different from the information we have on file. Failure to provide a forwarding address may result in the forfeiture of any outstanding credits or deposits on your account.
14. What am I responsible for if my Netago account is compromised?
You must notify Netago immediately should you suspect unauthorized use of the Services or if Equipment is lost or stolen. You are responsible for payment of all Fees and taxes charged to your account, whether authorized by you or not, which is why it is so important to protect your account and keep account information (including authorized users) up-to-date.
15. Are there any warranties on the Services?
To the maximum extent permitted by law, Netago Parties do not guarantee or warrant the performance, availability, coverage, uninterrupted use, security, pricing or operation of the Services or any products, content, applications, services, facilities, connections or networks used or provided by us or third parties.
You bear the entire risk as to the use, access, transmission, availability, reliability, timeliness, quality, security and performance of the Services.
Netago Parties do not make any express or implied representations, warranties or conditions, including warranties of title or non-infringement, or implied warranties of merchantable quality or fitness for a particular purpose, with regard to the Services or any products, content, applications, services, facilities, connections or networks used or provided by us or third parties.
All representations, warranties and conditions of any kind, express or implied, are excluded to the maximum extent permitted by applicable law. To the maximum extent permitted by applicable law, no advice or information, whether oral or written, obtained by you from the Netago Parties creates any term, condition, representation or warranty not expressly stated in the Agreement.
16. Does this mean that there may be circumstances when the Services are not available?
Unfortunately, yes. Performance and availability of the Service depend on several factors, including access to third-party providers and suppliers that Netago does not fully control.
17. How do I transfer my phone number from another service provider to Netago?
Netago will request your existing service provider to “transfer-in” one or more of your existing phone numbers if you: (i) confirm that you have the right to make the request; (ii) authorize Netago to share with your existing service provider your information relevant to the transfer request (which may include personal information); and (iii) complete and sign any required request form. You are responsible for payment of fees owed to your existing service provider, including any applicable cancellation charges and taxes.
18. How do I transfer my phone number from Netago to another service provider?
Upon your request or at the request of your new service provider, if your assigned account and phone numbers are active, Netago will process a “transfer-out” request for a phone number assigned to you to your new chosen service provider. Upon transfer-out, the Service Agreements pertaining to the transferred Services and phone number(s) will be cancelled automatically, pursuant to Section 34. You are responsible for all Fees and taxes associated with the transfer from Netago, including any applicable Cancellation Charges, as defined in Section 36.
19. Are there any limitations with respect to use of Equipment?
Yes. Except for Equipment that you have fully paid for, all Equipment installed or provided by us remains our property and you agree that:
- You will take reasonable care of the Equipment;
- You may not sell, lease, mortgage, transfer, assign or encumber the Equipment;
- You may not relocate the Equipment without our knowledge and permission; and
- You will return the Equipment to us at your own expense upon termination of the Services to which the Equipment is related.
If Equipment is lost, stolen or damaged or sold, leased, mortgaged, transferred, assigned, encumbered or not returned, you agree to pay us the undiscounted retail value of Equipment, together with any costs incurred by us in seeking possession of such Equipment.
20. Do I need to grant Netago access to Equipment?
Yes. You agree to authorize us and our representatives to enter or have access to your premises as necessary at mutually agreed upon times to install, maintain, inspect, repair, remove, replace, investigate, protect, modify, upgrade or improve the operation of our services, the Equipment or our facilities or networks. If any of your Services or accounts have been terminated, then you authorize us and our representatives to enter or have access to your premises to disconnect the Services, as applicable. You must immediately notify us if Equipment is lost, stolen or destroyed.
21. Will the Service ever require changes of Equipment?
Yes. The Equipment, Equipment specifications and the location of Equipment require changes, at our sole discretion, from time to time. Unless otherwise specified by us, you are solely responsible for updating or maintaining your Equipment and software as necessary to meet such requirements, and you may not be entitled to customer support from us if you fail to do so.
22. Are there any limitations to the use of Software
Yes. Software, including all related documentation accompanying the Software (“Software Documents”), is for your own personal, non-commercial use and may not be distributed, transferred or sold. All Software and Software Documents remain our property or that of our licensors or content providers, as applicable. You agree to take reasonable steps to protect Software and Software Documents from theft, loss or damage. You must review and agree to any applicable end user licence agreement of Netago, our licensors or content providers. Unless otherwise provided in the applicable end user licence agreement, all end user licence agreements will terminate upon termination of the applicable Service Agreement.
23. Is the content that I access through the Services subject to any intellectual property rights?
Yes. You acknowledge that content including, but not limited to, text, software, music, sound, photographs, video, graphics or other material accessed through the Services or the Internet is protected by applicable copyrights, trade-marks, patents, trade secrets and/or other proprietary rights and laws.
You further acknowledge that, except where expressly stated otherwise, all Equipment, Software, content, documentation, processes, designs, technologies, materials and all other things comprising the Services are owned by Netago, its licensors or its suppliers and are protected by applicable copyrights, trade-marks, patents, trade secrets and/or other proprietary rights and laws.
24. Do I have any rights to the content that I provide in connection with the Services?
Yes. Netago does not claim ownership of information, materials, software or other content (collectively, the “Content”) that you post, upload, input, provide, submit or otherwise transmit to Netago or any third party, using the Services. However, you agree that by posting, uploading, inputting, providing, submitting or otherwise transmitting the Content to Netago or any third party, using the Services, you have thereby granted Netago a royalty-free, non-exclusive license to use, copy, distribute, transmit, display, edit, delete, publish and translate such content to the extent reasonably required by Netago to provide the Services to its customers or to ensure adherence to or enforce the terms of this Agreement.
25. Who owns electronic addresses used in connection with the Services?
Except where otherwise specified by Netago, Identifiers remain the property of Netago at all times.
26. How does Netago protect my personal information?
Netago protects your personal information in a manner consistent with Netago’s Privacy Policies available at www.netago.ca/privacy and applicable laws.
27. Does Netago perform credit checks or report credit history?
Yes, by entering into the Agreement you agree that Netago may perform credit checks on you and obtain information about your credit history from a credit reporting agency or credit grantor to activate Services you ordered, or to assist in collection efforts. Netago may also disclose your Netago credit history to credit reporting agencies, credit grantors and/or collections agencies.
28. Will Netago send me commercial electronic messages?
Yes. By entering into the Agreement, you are providing your consent to receive commercial electronic messages from Netago. However, at any time, you may unsubscribe from commercial electronic messages by using the unsubscribe mechanism contained in such messages.
29. Is 9-1-1 service always available over VoIP?
No. There are some important differences and limitations in how 9-1-1 calling over VoIP technology operates when compared to basic and E9-1-1 services provided over traditional landline telephone service. Please review this section carefully before activating, installing or using Netago VoIP services.
With both traditional basic 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 last address are visible to the emergency response centre call-taker. With Netago VoIP service 9-1-1 calling, your call is sent to a national emergency call centre. When you make a 9-1-1 call using Netago VoIP services, you will be asked to confirm your location information regardless of whether that information is visible to the call centre operator. The call centre operator will then transfer your 9-1-1 call to the emergency response centre nearest your location. You should be prepared to provide or confirm your name, address and call-back number with the operator. Do not hang up unless you are told to do so. If your call is disconnected, immediately dial 9-1-1 again.
If you are unable to speak during a 9-1-1 call and the call centre operator has access to a call-back number and the last registered address associated with your Netago VoIP service, the operator will transfer the call to the emergency response centre closest to that address. In order for emergency services to be dispatched to the correct address in such cases, you must ensure that the registered address that you have provided to Netago is always the same as the physical address at which your VoIP device is located. Whenever you move the physical location of your VoIP device or you add a line or port a number, you must update your registered address accordingly. Address registrations and updates may be recorded by e-mailing the Netago care team at or via telephone, by calling 1-800-542-7028.
You acknowledge and understand that the Netago VoIP service or access to the Netago VoIP service, including 9-1-1, public alerts or special needs services, may not function correctly, or at all, in the following circumstances:
- If your Equipment fails, is not configured correctly or does not meet Netago’ requirements;
- In the event of a high-speed Internet service outage, regardless of the supplier providing the high-speed Internet service to you;
- In the event of a network outage or power failure;
- If you or somebody else tampers with or, in some cases, move the Equipment; or
- Following suspension or termination of your Netago Services or Account.
There may be a greater possibility of network congestion and/or reduced speed in the routing of a 9-1-1 calls made utilizing Netago VoIP service as compared to traditional 9-1-1 calls dialled over traditional public telephone networks.
Netago does not currently offer Operator Service and so emergency services cannot be accessed through an operator by dialing “0”.
You should inform any business or household residents, guests and other persons who may be present at the physical location where you utilize Netago VoIP service, of the important differences and limitations of VoIP 9-1-1 calling as compared with traditional E-9-1-1 service, as set out above.
Netago does not have any control over whether, or the manner in which, calls using Netago VoIP Service 9-1-1 calling service are answered or addressed by any local emergency response centre. Netago disclaims all responsibility for the conduct of local emergency response centres and the national emergency calling centre. Netago relies on third parties to assist it in routing 9-1-1 calls to local emergency response centres and to a national emergency calling centre. Netago disclaims any and all liability or responsibility in the event such third party data used to route calls is incorrect or yields an erroneous result.
30. How do Netago Parties limit their liability for VoIP 9-1-1 services?
Netago Parties limit their liability for VoIP 9-1-1 services as follows:
You acknowledge and agree that, to the maximum extent allowed by law, Netago Parties will not be liable for any injury, death or damage to persons or property, arising directly or indirectly out of, or relating in any way to 9-1-1 calling from your Netago VoIP Service and you agree to indemnify and hold harmless the Netago Parties for any liabilities, claims, damages, losses and expenses, (including reasonable legal fees and expenses) which you or anyone accessing or attempting to access 9-1-1 calling from your Netago VoIP Service may suffer or incur, arising directly or indirectly out of or relating to your or that person’s failure to obtain access to 9-1-1 emergency services.
31. How does Netago limit its liability?
You agree that, unless otherwise specifically set out in a Service Agreement, to the maximum extent permitted by applicable law, Netago Parties’ liability for negligence, breach of contract, tort, or other causes of action, including fundamental breach, is limited to a maximum amount equal to the greater of twenty ($20) or an amount equal to the Fees payable during any service outage.
Other than the foregoing payment and to the maximum extent permitted by applicable law, Netago Parties are not responsible to anyone for:
- Any direct, indirect, special, consequential, incidental, economic or punitive damages (including loss of profit or revenue, financial loss, loss of business opportunities, loss, destruction or alteration of data, files or software, breach of privacy or security property damage, personal injury, death or any other foreseeable or unforeseeable loss, however caused) resulting or relating directly or indirectly to the Service or any advertisements, promotions or statements relating to any of the foregoing, even if we were negligent or were advised of the possibility of such damages;
- The performance, availability, reliability, timeliness, quality, coverage, uninterrupted use, security, pricing or operation of the Service;
- Any error, inclusion or omission with respect to any telephone listings or directories;
- The denial, restriction, blocking, disruption or inaccessibility of any Services, including 911, public alerts or special needs services, Equipment or Identifiers;
- Any lost, stolen, damaged or expired Equipment, Identifiers, passwords, codes, benefits, discounts, rebates or credits;
- Any error, omission or delay in connection with the transfer of Identifiers to or from another telecommunications service provider or any limitation connected thereto;
- Any acts or omissions of a telecommunications carrier whose facilities are used to establish connections to points that we do not serve; or
- Any claims or damages resulting directly or indirectly from any claim that the use, intended use or combination of the service or any material transmitted through the Services infringes the intellectual property, industrial, contractual, privacy or other rights of a third party.
These limits are in addition to any other limits on Netago Parties’ liability set out elsewhere in the Agreement and apply to any act or omission of the Netago Parties, whether or not the act or omission would otherwise be a cause of action in contract, tort or pursuant to any statute or other doctrine of law.
32. Must I indemnify the Netago Parties with regards to the Agreement?
Yes. You agree to indemnify and hold harmless each of the Netago Parties from all demands, claims, proceedings, losses, damages, costs and expenses (including, without limitation, reasonable legal fees and other litigation expenses) incurred by or made against Netago Parties, which result from or relate to the Services, your use of the Services or other matters related to this Agreement.
33. When and how can I cancel Services?
You may cancel any or all of your Services and any corresponding Service Agreement at any time by contacting Netago at the points of contact specified in these Service Terms. Cancellation Charges, as defined in Section 36, may apply.
34. What happens to a Service Agreement if I transfer my Services to another provider?
Upon transfer-out of one or more Services and Identifiers to another provider, the applicable Service Agreements will be automatically cancelled. Cancellation Charges, as defined in Section 36, may apply.
35. When can Netago cancel or suspend my Services?
Netago may cancel any or all of your Services and corresponding Service Agreements upon no less than thirty (30) days’ notice to you at your billing address.
Netago may also restrict, block, suspend, disconnect or terminate any or all of your Services, including 9-1-1 service, for cause, without notice, if:
- you are in breach of a Service Agreement, including non-payment of your charges or non-compliance with any Policies;
- you do not maintain Service usage within the prescribed credit limit;
- you exceed reasonable usage limits, as determined by us;
- you have given us false, misleading or outdated information
- we reasonably suspect or determine that any of your Services, Equipment and / or Identifiers are the subject of fraudulent, unlawful or improper usage or usage that adversely affects our operations or the use of our services, facilities or networks by others;
- you harass, threaten or abuse us or our employees or agents;
- you fraudulently or improperly seek to avoid payment to us;
- we need to install, maintain, inspect, test, repair, remove, replace, investigate, protect, modify, upgrade or improve the operation of the Services, the Equipment or our facilities or networks; or
- we reasonably believe that there is an emergency or extreme circumstance that would warrant such action.
36. What amounts must I pay if my Service(s) are cancelled?
If you or Netago cancels one or more of your Services that are subject to a month-to-month Term, you must pay all outstanding fees (including any installation fees for Services that have been installed but not activated), taxes, and Late Payment Charges on your final invoice for those cancelled Services. In these situations, for month-to-month Services, Netago will provide a refund for the cancelled portion of monthly service Fees that you have paid in advance for Services. This refund will be pro-rated based on the number of days left in the last monthly billing cycle after cancellation.
One-time activation and installation fees are non-refundable. A re-stocking fee may apply to Equipment that you return or Equipment that has been ordered but not shipped. If Equipment that you have purchased has been shipped prior to Service cancellation, the fees for the Equipment are non-refundable. One-time activation and installation fees and restocking/Equipment fees are intended to recover costs and constitute a genuine pre-estimate of liquidated damages in the event that a month-to-month Service is cancelled.
If Netago cancels a Service that is subject to a Fixed Term in accordance with Section 35, you will receive a refund of pre-paid Fees for the then unexpired portion of the Fixed Term.
If you cancel a Service that is subject to a Fixed Term prior to its expiry, or if Netago cancels for cause your Service that is subject to a Fixed Term, then you must pay Netago an amount equal to fifty per cent (50%) of the remaining monthly Fees for the cancelled Service that would have been payable to the end of the Fixed Term, plus applicable taxes (collectively, the “Cancellation Charges”). You acknowledge that the Cancellation Charges are a reasonable estimate of Netago’s liquidated damages, represent consideration for the Services, and are not a penalty.
37. How can I restore my Service(s) if they have been restricted, blocked, suspended, disconnected or terminated by Netago?
Netago may, at its sole discretion, restore your Services, with or without conditions that may include:
- a) Full repayment of outstanding amounts owing to Netago;
- b) Compensation for costs incurred by Netago in connection with your breach of the Service Terms, including costs incurred to enforce your compliance; or
- c) Changes to your Fees on an ongoing basis
38. Do I have to meet certain criteria to enter into this Agreement?
Yes. By entering into this Agreement, you represent and warrant that you have reached the age of majority in the province of Alberta, which is 18 years of age, and that you possess the legal right and ability to enter into this Agreement and use the Services in accordance with this Agreement.
39. What is the process that applies to unresolved disputes with Netago?
If you have a dispute about Services, Software, Equipment, about this Agreement, or about what we say outside this Agreement, then we want to resolve the dispute quickly and fairly, and will work with you in good faith to do so. If you have tried to work with us but remain unsatisfied, then you have a right to escalate the dispute.
With the exception of billing disputes, which are resolved exclusively through the process described in Section 10 of these Service Terms, any unresolved dispute may be referred to voluntary single arbitrator arbitration. In such event, the fees for the arbitrator shall be shared equally by the parties.
40. Which Court has jurisdiction over claims related to the Agreement?
By entering into the Agreement, except where the Canadian Radio-television and Telecommunications Commission or an arbitrator has jurisdiction, you consent to the exclusive personal jurisdiction of and venue in a court located in Calgary, Alberta for any suits or causes of action connected in any way, directly or indirectly, to the subject matter of the Agreement.
41. What if parts of this Agreement become unenforceable?
If any part of this Agreement becomes outdated, prohibited or unenforceable, the remaining terms will continue to apply to you and Netago. Even if Netago decides not to enforce any part of this Agreement for any period of time, the term still remains valid and Netago can enforce it in the future.
42. What laws apply to this Agreement?
The laws of Alberta and federal laws of Canada applicable in that province govern this Agreement.
43. Can this Agreement be transferred?
Netago may transfer or assign all or part of this Contract (including any rights in accounts receivable) at any time without prior notice or your consent. You may not transfer or assign this Agreement, your account(s) or the Service without Netago’s prior written consent.
44. Do any terms or obligations of this Agreement apply after the cancellation or expiry of the Agreement?
Yes. The cancellation, transfer or expiry of a Service Agreement or the Agreement shall not release you or us from any obligation which has accrued prior to that event, including but not limited to the obligation to pay any outstanding amounts owed for Services.