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Cancellation and Refund Policy

Cancellation and Refund Policy

Cancellation of Services

Requests for cancellation must occur over the phone, by e-mail or in the client area with as little as 1-day notice. Cancellations can only be requested by the account holder and must be submitted no more than 30 days in advance of the requested cancellation date. All cancellations are final.

No refunds or credits are issued for any unused monthly services or hardware. Please allow 5 business days for cancellations to be processed.

All rental modems are to be returned within 30 day(s) with a  return label provided by GETUS Communications Ltd (directions included in cancellation confirmation e-mail from client care). Please include your Billing Account Number (BAN) on the packing slip. If the rental modem is not returned within 30 day(s) and/or is damaged, missing parts, etc the full retail cost will be charged to the end-user (plus additional taxes).

Refunds for “Does Not Qualify”

In cases where a customer’s address does not qualify for service and upfront fees have been paid the customer account will be issued a full refund, including service, shipping fees and hardware and invoiced service fees. GETUS will make every effort to contact the account holder in this situation, however, the customer must call in to request the refund.

Restocking fees do not apply to modems that remain unopened.

Money back Guarantee & Cancellation prior to Activation

GETUS Communications Ltd will allow a partial refund (minus $25 (plus additional taxes) modem restocking fee for rental and/or purchased modems returned) prior to Activation date of service scheduled by the assigned vendor. If a customer provided modem was provided to GETUS/vendor, the restocking fee does not apply.

Refunds will be provided within 5 business days (unless pending equipment return) to the original payment method and requests must be made by phone or e-mail.

All equipment (purchased one-time or rental) are to be returned within 30 day(s), if not returned within 45 day(s) equipment will be charged at full MSRP (plus additional taxes). This only applies to services that have not yet been activated by the vendor, requests must be approved by Client Care to review order progress by the assigned vendor and will be immediately cancelled.

Downtime Courtesy

Your account must have gone through extensive troubleshooting to be eligible to receive any refund or downtime credit. To qualify for downtime courtesy credit the issue must be on the vendor side, and not related to customer equipment, wiring or other on premise problems.

Upon verification of eligibility the account holder is entitled to an account credit of the value of the downtime. The downtime courtesy credit will be issued directly to the customer account on their next invoice.

Hardware Warranty & Returns

The 1 year manufacturer’s warranty applies to all modems and routers. Faulty equipment may be exchanged for 1 year from date of the purchase at no charge to the active client.

The customer is responsible for shipping fees and product price difference for exchanges (if applicable).

A $25 restocking fee will apply for applicable returned and undamaged modems.