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Cancellation and Refund Policy

Cancellation and Refund Policy

Cancellation of Services

Requests for cancellation must occur over the phone. 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 (incl. Rent to Own) are to be returned within 30 day(s) at the account holders expense to 9327 63 AVE NW, Edmonton AB T6E 0G2. 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.

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.

Cancellation Prior to Installation

For a full refund of activation fees and monthly service fees, the account holder must cancel their order 48 hours from when the initial order was placed.

Cancellation requests received less than 48 hours prior to the scheduled installation will be refunded monthly service fees. Activation fees will not be refunded.

Hardware may be returned for refund within 30 day(s). There is a $25 restocking fee on the hardware plus shipping at the end-users expense. Refunds for damaged hardware will not be issued and the full retail costs will be charged to the end-user.

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.