These Service Terms describe your wireless voice and data services and cover the use of your device and account, billing and warranty information, your privacy rights and service cancellation. As part of our commitment to putting customers first, we want to make sure that we are clear and transparent in helping you fully understand what TELUS provides. By using our services, you agree to the terms and conditions outlined below.
As you read through these Service Terms, please note that:
Yes, TELUS has the right to change any of the terms that are outlined in your Agreement, except those covered by the Price Guarantee.
Before we make any changes, we will give you at least thirty days’ written notice, by bill message, text message or email. The notice will include a copy of the new service term or of the new and former versions of a modified service term, the date that the change will occur and a description of your rights to cancel service (if applicable and as required by law).
If you do not agree with changes to your Agreement, you may cancel your service by providing a notice to TELUS within thirty days of the effective date of the change. If the change we make increases your obligation or reduces ours, cancellation fees will not apply. If you do not agree with changes related to an optional feature, you may cancel the feature without penalty.
In both cases, if you continue to use the service after the thirty days, the new service term will become effective.
If you want to transfer your Agreement, you need TELUS’ consent in advance. You will remain responsible for the use of the service until the transfer is made.
On a TELUS account with multiple users, both the account owner and the actual user of the service are responsible for complying with the Service Terms.
It is possible for one or more of the Service Terms to be or become void, prohibited or unenforceable (for example as a result of a new interpretation of the law). In this case, the particular service term(s) will not apply, but the remaining terms will continue to be binding for both you and TELUS.
You can only use TELUS services for your own individual use, with compatible devices and in compliance with the law. You also agree not to:
TELUS service covers almost all of the populated areas in Canada and gives you access to extensive roaming coverage worldwide. Coverage areas, and the connectivity in these areas, will depend on the availability of network facilities. These are subject to change from time to time, without notice.
Roaming services are available on compatible network technology and are provided when you are outside of Canada in places where TELUS has roaming agreements with other telecommunications companies. Roaming service areas may vary without notice. There may also be times when you are charged for roaming while still within TELUS coverage areas. This will happen if your device’s radio signal is picked up by a cell tower located in the coverage area of another wireless service provider.
When you are roaming, you will be connected using the services of another wireless service provider. As a result, you will be responsible for all applicable charges, and are subject to the terms and conditions of the service as imposed by that other provider (these may include limitations of liability and possibly the provision of unwanted services and content). To check the network availability and rates in different countries, visit telusmobility.com/travel. Please keep in mind that special numbers for emergency services and operator assistance may vary by country so dialling the numbers that you use in Canada may not work. It is your responsibility to look up and use country-specific numbers when roaming outside of Canada.
We monitor our networks to keep them running continuously. However, there are times when TELUS must temporarily suspend or restrict the service to maintain, restore or repair the network. Also, to ensure fair network access to all users, TELUS may manage network resources using methods including, but not limited to:
In addition, service failures or interruptions can occur due to events beyond TELUS’ reasonable control. These may include:
You have the right to take (or “port”) your phone number to another Canadian telecommunications service provider. However, please note that you do not own your number. This means that, if you leave TELUS and choose not to take your phone number with you, we have the right to assign your number to another customer.
You also do not own any group or private direct connect number, IP address, network equipment identifier, domain name, email address or other identifier assigned by TELUS. We may, after giving you at least 30 days notice, change any such numbers without liability.
Rates for prepaid service may change without notice. Prepaid service credits are valid for a fixed period of time from the day they are activated (thirty days unless another period of time is indicated on your prepaid card or receipt). Credits for pay-per-use minutes or data will carry over if you top up your account with additional service credits before the end of the service period. For prepaid features, any included minutes or data will not carry over. Prepaid service credits are non-refundable. After ninety days with a zero balance, your account will be automatically deactivated and after another ninety days, you will lose your number.
We may require a security deposit because of a credit check or your payment history. If you keep your account active and current for twelve consecutive months, this deposit will be returned to you as a bill credit. If you cancel your TELUS account, we will refund the deposit, minus any amount that you may owe (which may include late payment and cancellation charges).
TELUS may apply the deposit at any time to amounts that you owe for your mobility services, under this Agreement or any other service agreement you have with us. If your deposit is used to pay an overdue account, we will send you a notice informing you of the payment. You must then replenish the deposit and we will give you ten days to do so from the date indicated on the notice.
Although TELUS networks are able to support a wide range of devices, not all devices will work on our networks. Your wireless device and software must meet TELUS standards to access our service and operate properly with our service. Such standards may change from time to time at our sole discretion and you are responsible for updating your device and software as necessary to meet these standards. TELUS may also remotely update or change the software and settings on your device at any time without notice to ensure that it continues to operate properly on our service. A device that has been reported lost or stolen cannot be used with the service.
You are responsible for your account and for the activities of anyone who uses it. To prevent unauthorized use, you must maintain the confidentiality of the login names, passwords and other identification methods that you use to access your account.
If any person makes a claim against TELUS in connection with the use of our service or of any device on your account, you will indemnify TELUS against any loss or expense that TELUS may incur, including any judgment made against us.
The Internet can be used to spread viruses and other malicious content. TELUS has the right, but not the obligation, to monitor or log any TELUS Internet site or use of the service. This allows us to enhance operating efficiencies and to protect TELUS and its customers from spam, malicious content and other unlawful activity. If we believe any Internet capability or data accessed through our service is in violation of any of the Service Terms, we have the right to remove or block it.
To enable you to post content to the Internet using the service, you grant TELUS and TELUS’ service providers a world-wide, royalty-free, unrestricted license to use, copy, adapt, transmit, display, communicate and create compilations and derivative works from this content.
TELUS may delete, without notice, messages and emails that have been stored on your account for more than thirty days. TELUS may also delete, without notice, any user content stored by or for TELUS that is not accessed in a thirty-day period and all third party content that has not been accessed for more than 90 days. TELUS is not responsible for the actions of any third party service, application or content provider.
Your bill can include charges for voice calls (including long distance), messaging, data use and purchases that you are entitled to charge to your TELUS account. Your chosen rate plans and features are billed one month in advance. All usage that exceeds the limits of your rate plan or features is billed on a subsequent bill. You may also see other fees for administrative services, such as bill reprints that you request.
The following explains what is covered under "voice calls” and “data” on your bill:Voice calls
Charges for voice calls are based on the airtime used when you make and receive calls on your mobile phone. Voice airtime is calculated, for both incoming and outgoing calls, from the time the call is initiated to the time it is disconnected, including the time used to route the call through the network and any ring time. The airtime for each voice call is rounded up to the nearest minute unless your rate plan or feature states otherwise.
Long distance charges are incurred when you make voice calls from one local calling area to another and also for all calls you receive when outside your local calling area. Long distance calls may include the local minutes of your plan and may result in charges for the local airtime minutes that exceed your rate plan or features. If your device’s radio signal is picked up by a cellular tower outside of your local calling area, the call may be treated as long distance.Data
TELUS advertises all our data rates in megabytes. To accurately charge you for your data usage, all usage within Canada and the United States is calculated and billed by kilobytes per session (1024KB =1MB). When roaming outside of Canada and the United States, each data session is rounded to units of twenty kilobytes per session. Data rates and billing may vary depending on your selected rate plan and features.Purchases
Any purchases you make from a third party and charge to your TELUS account are subject to the terms and conditions imposed by that third party. TELUS only provides a means of payment, and does not accept any responsibility for the product or service provided.
Recurring rate plan and feature charges are billed one month in advance, so your monthly bill will have rate plan and feature charges for the next month. If you change your rate plan or features during your billing cycle, the corresponding charges will be applied for the portion of the month during which the new rate plan or feature was active on your account. The recurring monthly charge for the next month will also appear on your bill for the new rate plan or feature.
Overage or pay-per-use rates apply to usage that exceeds the coverage outlined in your rate plan or features. If you make a change during your billing cycle that affects the applicable overage or pay-per-use rates, the new rate will apply from the date that you make the change.
You will receive your monthly bill either by mail or online. All amounts owing to TELUS are due on:
Your bill tells you how much to pay and when that payment must reach TELUS to avoid late payment charges.
If your payment is not received by the date indicated on your bill, a late payment charge will apply. Late payment charges are two percent per month (26.82% per year) on your total unpaid amount.
Payments returned due to insufficient or unavailable funds in your chequing account are subject to the return payment fee specified on your bill.
To ensure that you have time to confirm that the charges on your bill, we give you thirty days from the date you receive your bill to review your charges and contact TELUS with any dispute. After the thirty days, all amounts appearing on your bill are deemed to be valid.
If you choose pre-authorized payments, we will automatically withdraw the amount owing to TELUS each month from your credit card or bank account. TELUS will not send you a notice in advance of the amount and date of the debits from your account, although you will continue to receive a bill for your records.
If your device is lost or stolen, please contact TELUS immediately. You will continue to be responsible for the use of your device until you notify us. Following notification of the loss or theft, you will no longer be responsible for usage charges. However, you will remain responsible for all regular recurring charges, such as your rate plan fee.
Since wireless telecommunications are delivered by radio waves, they are subject to factors that cannot reasonably be controlled. For this reason, TELUS does not guarantee timely, secure, error-free or uninterrupted service or that you will always receive your messages or data. To the extent permitted by law, legal warranties and conditions (implied or statutory) do not apply to the service.
Your device is subject to the manufacturer’s warranty, which is included in the package that came with your device. Please review the terms of the manufacturer’s warranty to understand the protection it provides and the actions that may void your warranty.
TELUS is not responsible for:
To the fullest extent permitted by law, TELUS will not be liable to you or to any other person for any damages or expenses (including loss of profits, loss of earnings, loss of business opportunities, loss of data, economic loss or other similar loss, or punitive damages) arising out of or in connection with the use or failure of the service, whether caused by negligence or otherwise, and whether claimed in contract, tort or otherwise.
These limitations of liability extend to the benefit of third party providers of audio or audiovisual programming services delivered to your device through the service. In the case of the provision of emergency services on a mandatory basis, our liability to you, except in cases where negligence on the part of TELUS results in physical injury, death or damage to your property or premises, is limited to the greater of twenty dollars and three times the amount you would otherwise be entitled to receive as a refund for the provision of defective service under your Agreement.
None of the limitations of liability stated above apply in cases of deliberate fault, gross negligence or anti-competitive conduct on the part of TELUS or in cases of breach of contract where the breach results from our gross negligence.
All information that TELUS keeps with respect to you and your service, other than your name and address, is confidential. Unless you provide your express consent or unless disclosure is required under the law, your information may not be disclosed by TELUS to anyone, other than:
By “express consent”, we mean:
TELUS' liability for disclosure of information contrary to these TELUS Service Terms is not limited by the limitation of liability set out above. You may inspect any TELUS records related to the provision of your service, provided that you pay TELUS' related extraordinary costs. You may request that your name and address not be included on any list provided to any other person or used by TELUS.
We collect your information to:
No. Your service will continue on a month to month basis, until you notify TELUS that you wish to cancel service or renew your Agreement. The terms and conditions of your Agreement, including all rates and charges, will apply to your month-to-month service. Promotional features, offered free during your service period, will not be automatically renewed with month-to-month service.
Yes. To cancel your service, contact TELUS with the date you want the cancellation to be effective. Cancellation fees may apply.
Yes, you have the right to take or "port" your number to another Canadian telecommunications company.
TELUS will only suspend or cancel your service if you have not complied with the terms of this Agreement or any other service agreement you have with us (or if TELUS reasonably believes that either may occur). While your service is suspended, you remain responsible for all regularly recurring charges. You will also be charged a reconnection fee as specified on your bill to reconnect a suspended service.
If you cancel your service or if TELUS cancels it for any for any reason, you remain responsible for any applicable cancellation charges and for all amounts chargeable to your account up to the time the service is cancelled. Any recurring charges that were billed at the beginning of your billing cycle or any credit balance under five dollars will not be refunded when your service is cancelled.
If you are a business customer, any claim, other than the collection of amounts owing to TELUS, relating to (i) your Agreement; (ii) use of the device or the service; (iii) sales materials or advertising relating to the device or the service; or (iv) relationships with third parties arising through use of the service, must be referred to private and confidential arbitration before a single arbitrator chosen by the parties. The expense of arbitration will be shared equally.
Notice to arbitrate a claim should be sent to TELUS, 200 Consilium Place, Suite 1600, Scarborough, Ontario, M1H 3J3, Attention: General Counsel. The arbitration will be conducted in accordance with the current rules relating to commercial arbitration in the province in which you reside. Additionally, you waive any right you may have to start or participate in any class action against TELUS and you agree to opt out of any class proceeding against TELUS.