Customers subscribing to any of our Service(s) have access to our online Customer Portal. At all times, you remain responsible for your user names, passwords, and all transactions and account modifications made via our Customer Portal.
Harassment in any manner or form or notably use of obscene or abusive language on (“Gemstelecom”) Websites or any of our Interactive Services, in chat areas or emails to (“Gemstelecom”) Technical Support or Customer Service, is strictly prohibited.
1.2 Residential Use of Service(s) and Device. If you subscribe to Gemstelecom's residential Service(s), the Service(s) and the Device(s) are provided to you solely for residential use. You shall not resell or transfer the Service(s) or the Device(s) to another party without our prior written consent. You are prohibited from using the Service(s) or the Device(s) for auto-dialing, continuous or extensive call forwarding, telemarketing (including charitable or political solicitation or polling), fax or voicemail broadcasting or fax or voicemail blasting. We reserve the right to immediately disconnect or modify your Service(s) if we determine, in our sole and absolute discretion, that your use of the Service(s) or the Device(s) is, or at any time was, inconsistent with normal residential usage patterns. In addition, you will be required to pay our higher rates for commercial Service(s) for all periods in which your use of the Service(s) or the Device(s) was inconsistent with normal residential use.
1.3 Business Bundles Use of Service(s) and Device. If you subscribe to Gemstelecom's Business Bundle, the Service(s) and Device(s) are provided to you as a small business user or business traveler. You shall not resell or transfer the Service(s) or the Device(s) to another party without our prior written consent. You are prohibited from using the Service(s) or the Device(s) for auto-dialing, continuous or extensive call forwarding, telemarketing (including, without limitation, charitable or political solicitation or polling), fax or voicemail broadcasting or fax or voicemail blasting. We reserve the right to immediately disconnect or modify your Service(s) if we determine, in our sole and absolute discretion, that your use of the Service(s) or the Device(s) is, or at any time was, inconsistent with normal small business or business travel usage patterns, that you have at any time used the Service(s) or the Device(s) for any of the activities mentioned above or similar activities.
1.4 Prohibited Uses: Unlawful Uses and Inappropriate Conduct
You shall use the Service(s) and the Device only for lawful purposes. You shall not use the Service(s) or Device(s) in any way that is improper or inappropriate, including in a manner that is threatening, abusive, harassing, defamatory, libelous, deceptive, fraudulent, invasive of another's privacy, or any similar behavior. In addition, you shall not use the Service(s) or the Device(s) to impersonate another person; send bulk unsolicited messages; use robots, data mining techniques or other automated devices or programs to catalogue, download, store or otherwise reproduce or distribute information from the Service(s) or use any such automated means to manipulate the Service(s); use the Service(s) to violate any law, rule or regulation; violate any third party's intellectual property or personal rights; or exceed your permitted access to the Service(s). Subject to applicable law, we may, but are under no obligation to, monitor usage of the Service(s) for violations of this Agreement. We may remove or block any or all communications if we suspect a violation of this Agreement or if we deem it necessary in order to protect the Service(s), or Gemstelecom, its parent, affiliates, directors, officers, agents and employees from harm. We reserve the right to immediately disconnect your Service(s) without notice, if, in our sole and absolute discretion, we determine that you have used the Service(s) or the Device(s) for an unlawful purpose or in ways mentioned above. In the event of such disconnection you will be responsible for all fees and charges due under this Agreement, including those referred to in Section 2.1, plus a disconnection fee, if applicable, all of which will be immediately due and payable. If we believe that you have used the Service(s) or the Device for an unlawful purpose, we may forward the relevant communication and other information, including your identity, to the appropriate authorities for investigation and prosecution. You hereby consent to our forwarding of any such communications and information to these authorities. In addition, Gemstelecom will provide customer and call detail information in response to lawful government requests, subpoenas, court orders and to protect its rights and property, and in response to law enforcement requests where the failure to disclose the information may lead to imminent harm to the customer or others. Furthermore, Gemstelecom reserves all of its rights at law and equity to proceed against anyone who uses the Service(s) illegally or improperly.
If you use the Service(s) or the device in a way that is inconsistent with the normal use for your Service(s) or plan, you will be required, at Gemstelecom's sole discretion, to pay the rates for the Service(s) or plan that would apply to the way you used the Service(s) or device, or terminate the plan. For example, if you subscribe to any of our residential plans, and you are notified that your usage is inconsistent with normal residential use, you may thereafter be required to pay our higher rates for commercial Service(s) for all periods in which your use of our Service(s) or the device was inconsistent with normal residential use. More than 3,500 minutes per line per month for unlimited residential calling and for unlimited small business calling will not be considered normal use. The creation or use of related multiple accounts or excessive residential lines to circumvent these levels shall also be considered inconsistent with normal use. Usage over these levels or other inconsistent use will result, in Gemstelecom's sole discretion, in immediate mandatory transfer to another appropriate plan, suspension or termination of Service(s). You acknowledge that if your Service(s) is terminated under this provision, you are subject to all applicable termination charges.
1.5 Use of Service(s) and Device by Customers Outside Canada and the United States. Although we encourage you to use the Service(s) to place calls to foreign countries from within Canada and the United States, and to use the Service(s) as you travel, Gemstelecom offers and supports Service(s) only in Canada, the United States and certain other countries. Gemstelecom's Service(s) is designed to work generally with unencumbered high-speed internet connections. However, if the high-speed internet connection you are using is not within a Gemstelecom Service(s) area, and/or your ISP or other broadband provider places restrictions on the usage of Gemstelecom Service(s), Gemstelecom does not represent or warrant that use of the Service(s) by you is permitted by any other jurisdictions or by any ISP or broadband provider. You will be solely responsible for any violations of local laws and regulations resulting from such use. We reserve the right to disconnect your Service(s) immediately if we determine, in our sole and absolute discretion, that you have used the Service(s) or the Device in violation of laws of jurisdictions outside of Gemstelecom Service(s) areas.
1.6 Copyright; Trademark; Unauthorized Usage of Device; Firmware or Software.
(a) Copyright; Trademark. The Service(s) and Device and any firmware or software used to provide the Service(s) or provided to you in conjunction with providing the Service(s), or embedded in the Device, and all Service(s), information, documents and materials on our websites are protected by trademark, copyright or other intellectual property laws and international treaty provisions. All of our websites, corporate names, Service(s) marks, trademarks, trade names, logos and domain names (collectively "marks") are and will at all times remain our exclusive property. Nothing in this Agreement grants you the right or license to use any of our marks.
(b) Unauthorized Usage of Device; Firmware or Software. For residential and business plan customers only, you (i) have not been granted any license to use the firmware or software used to provide the Service(s) or provided to you in conjunction with providing the Service(s), or embedded in the Device, other than a nontransferable, revocable license to use such firmware or software in object code form (without making any modification thereto) strictly in accordance with the terms and conditions of this Agreement, and (ii) expressly agree that the Device is exclusively for use in connection with the Service(s) and that we will not provide any passwords, codes or other information or assistance that would enable you to use the Device for any other purpose. We reserve the right to prohibit the use of any interface device that we have not provided to you. You hereby represent and warrant that you possess all required rights, including software and/or firmware licenses, to use any interface device that we have not provided to you. In addition, you shall indemnify and hold us harmless against any and all liability arising out of your use of such interface device with the Service(s). You shall not reverse compile, disassemble or reverse engineer or otherwise attempt to derive the source code from the binary code of the firmware or software.
1.7 Tampering with the Device or Service(s). You shall not change the electronic serial number or equipment identifier of the Device or perform a factory reset of the Device without our prior written consent. We reserve the right to disconnect your Service(s) if we believe, in our sole and absolute discretion, that you have tampered with the Device. In the event of such disconnection, you will remain responsible for all charges through the end of the current Service(s) Term, including unbilled charges, plus a disconnection fee, if applicable, all of which will immediately be due and payable. You shall not attempt to hack or otherwise disrupt the Service(s) or make any use of the Service(s) that is inconsistent with its intended purpose.
1.8 Theft of Service(s). You shall not use or obtain the Service(s) in any manner that avoids Gemstelecom policies and procedures including in an illegal or improper manner. You shall notify us immediately, in writing or by calling our customer support line, if the Device is stolen or if you become aware at any time that your Service(s) is being stolen, fraudulently used or otherwise being used in an unauthorized manner. When you call or write, you must provide your account number and a detailed description of the circumstances of the Device theft, fraudulent use or unauthorized use of Service(s). Failure to do so in a timely manner may result in the disconnection of your Service(s) and additional charges to you. Until such time as we receive notice of the theft, fraudulent use or unauthorized use, you will be liable for all use of the Service(s) using a Device stolen from you and any and all stolen, fraudulent or unauthorized use of the Service(s) whether or not it involves a stolen Device. Gemstelecom reserves all of its rights at law and equity to proceed against anyone who uses the Service(s) or Device illegally or improperly.
1.9 Number Portability.
(a) Single line Accounts. You may be able to take, or "port," your current number to another Service provider. To prevent phone number hijacking, you must notify Gemstelecom that you agree to port your number to a different provider, otherwise, the port out request will be rejected. You may ask your new Service provider to port in your number from us after notifying us, and once we receive your request from the new Service provider, we will terminate our Service(s) for that number shortly after notification to Gemstelecom by the relevant carrier(s) of the successful completion of the port. Once your Service(s) is terminated and the port is completed, you will remain responsible for all charges and fees through the end of that billing cycle, including any cancellation fees. If a port is unsuccessful for any reason, your Service(s) and your agreement with us will not terminate, you will remain a Gemstelecom customer, and you will continue to be responsible for all charges and fees associated with your Gemstelecom Service(s).
(b) Multiple-line Accounts. If you request your new Service provider to port a number from us and you have multiple numbers assigned to your account and/or Service(s) Distinctions. The Service(s) is not a traditional telecommunications Service(s) and we provide it on a best efforts basis. Things beyond our control may affect the Service(s), such as power outages, fluctuations in the Internet, your underlying ISP or broadband Service(s). Other things may affect Service(s), such as maintenance. Gemstelecom will act in good faith with a view to minimizing disruptions to your use of and access to Service(s). Important distinctions exist between a traditional telecommunications Service(s) and our Service(s), and our Service(s) is subject to different regulatory treatment than a traditional telecommunications Service(s). This treatment may limit or otherwise affect your rights of redress before regulatory agencies.
1.10 Ownership and Risk of Loss. You will own the Device and bear all risk of loss of, theft of, casualty to or damage to the Device, from the time it is shipped to you until the time (if any) when it is returned to us in accordance with this Agreement.
1.11 Special Dialing. The Service(s) does not support 0+ or operator assisted calling (including, without limitation, collect calls, third party billing calls, 900 or calling card calls). The Service(s) may not support 311, 511 and/or other x11 (other than certain specified dialing such as 911 and 411, which are provided for elsewhere in this Agreement) Service(s) in one or more (or all) Service(s) areas.
1.12 Directory Listing. The phone numbers you obtain from us will not be listed in any telephone directories. Phone numbers transferred from your local phone company may, however, be listed. As a result, someone with your phone number may not be able to utilize a reverse directory to look up your address.
1.13 Change of Number. You have no property right in any phone number assigned to or used by you. We shall be entitled to change any such number where we determine, in our sole discretion, that such a change is necessary. We shall give you reasonable advance written notice of such a change, except in cases of emergency, where oral notice shall be given.
1.14 Compatibility with Other Service(s).
(a) Home Security Systems. The Service(s) may not be compatible with home security systems. You may be required to maintain a telephone connection through your local exchange carrier in order to use any alarm monitoring functions for any security system installed in your home or business. You are responsible for contacting the alarm monitoring company to test the compatibility of any security system with the Service(s).
(b) Certain Broadband, Cable Modem and Other Service(s). You acknowledge there may be other Service(s) with which the Service(s) may be determined to be incompatible. You further acknowledge that some providers of broadband Service(s) may provide modems that prevent the transmission of communications using the Service(s). We do not warrant that the Service(s) will be compatible with all broadband Service(s) and expressly disclaim any express or implied warranties or conditions regarding the compatibility of the Service(s) with any particular broadband Service(s).
(c) All Voice mail messages are stored on our VOIP servers and are deleted after 90 days. The end user has the option to download and save the voice mail messages permanently on a local device
1.15 Services & Promotions. The amount of such fees and charges shall be published on our website and may change from time to time. Gemstelecom may introduce new products and Service(s) at special introductory pricing which may change at any time at Gemstelecom's discretion.
1.16 Customer Service. We offer varying types and levels of customer Service depending upon a number of factors, including the Service(s) you are using and the problems you are experiencing. For more information on our customer service options, please review the "Help" section of our website located at www.gemstelecom.com. We assume no obligation to provide support Service(s) for any third party products or Service(s), or problems with the Service(s) caused by third party products or Service(s). Unless you have entered into a separate service agreement with us, we may change the customer service options at any time.
(a) When the Service(s) is activated, you must provide us with a valid email address and a payment method that we accept. We reserve the right to stop accepting your payment method or your payments. If your payment method expires, you close your account, your billing address changes, or your payment method is cancelled and replaced on account of loss or theft, you must advise us at once. We will bill all charges, fees, applicable taxes and surcharges for each Service(s) Term in advance except for usage-based charges, which will be post billed monthly, and any other applicable charges, including but not limited to:
activation fees; Service(s) fees; usage charges including bandwidth; international usage charges; advanced feature charges; premium service/Add-Ons; equipment purchases; taxes; disconnection fees; and shipping and handling charges.
Where required by law, notification of invoices will be sent to you via your email address on file with us. We reserve the right to bill at more frequent intervals if the amount you owe to us at any time exceeds $50. Gemstelecom bills usage charges in full minute increments that are rounded up to the next full minute unless otherwise set forth in the rate schedules found on our website. Gemstelecom bills fractional usage charges in full cents that are rounded up when the value is $.005 or more and down when the value is less than $.005, unless otherwise set forth in the rate schedules found on our website.
The above fees are defined as follows:
Installation Fee – If applicable, this fee covers charges for service activation and installation.
Service(s) Fee - This is the basic charge associated with your Service(s). This fee includes the charges defined by your service(s) plan, and the features associated with your plan and basic account Service(s).
Phone & Internet usage Charges - If you exceed the allocated monthly bandwidth or calling minutes on your service plan, Gemstelecom will bill you over usage fees. Gemstelecom also bills for calls to directory assistance and other information service(s).
International Usage Charges - These are the fees associated with calls to locations outside of Canada and the U.S.
Advanced Features, Add-Ons, Premium Service(s) - Gemstelecom charges additional fees for enhanced features, add-ons, and other added products and service(s).
Equipment Purchases - In most instances, you will pay for equipment associated with your Gemstelecom service(s) with your payment method. However, there may be occasions when Gemstelecom will offer you the option to bill equipment to your account.
Taxes - Gemstelecom is required to bill and collect local, provincial and federal taxes imposed on Gemstelecom customers by the various taxing authorities. Gemstelecom passes all taxes it collects on to the appropriate taxing authority.
(b) All over-payments made by mistake to an account must be reported within 30 days in order to get the reversal refund; the over-payment can only be refunded the same way it was originally made. For all Internet banking over-payments which need reversal must be reported to the Bank from where the payment was made originally, and only the Bank can ask for the reversal of the overpayment. Constant over-payments made deliberately to an account will stay in the client’s account and can only be used as a service credit; a service credit can be transferred to another account only upon client's request.
The client cannot use the account to deposit and store extra money into his/her account, Gemstelecom account cannot be used as a Bank.
2.2 Paper & Online Invoicing. . Gemstelecom offers paper less billing, paper invoice is mailed only on request at no extra charge to the client, however we encourage clients to use electronic invoices instead, if you must have a paper invoice please make sure to request it 15 days prior to next billing cycle. Similarly if you like to stop your paper invoices let us know 15 days prior to next billing period.
A custromer can request paper invoice if:
2.3 Billing Disputes. You must notify us in writing within thirty (30) days after receiving your invoice to report any mistakes and unknown charges. After (30) days you will be deemed to have waived any right to contest such charges. All notices of disputed charges should be directed to Gemstelecom Customer Care at 1-800-427-6012
2.4 Refunds & Credits.
Client has the right to request for refund as per refund policy stated below. Refund once approved may take 30 to 60 days before it is processed. All cancelled account files are closed 90 days after the service termination; client has up to 90 days to request any refunds. Refund is processed the same way as how the original payment was made, for example Credit card payments are refunded back on to the same card, Direct deposit payments are refunded back to the same account. Method of payment on refund cannot be changed.
- Initial pre-payment made by the client becomes non refundable, effective as of the time the client accepts the Service agreement
- Client has the right to ask for a Refund for prepaid unused portion of the service after the termination of the service; If the client is making a less than regular payment because of a promotion offer or a special deal, then any deal(s) or special prices have to be cancelled and the payable amount has to be re-calculated with a depreciation value based on the original price, before the Refundable portion is calculated.
-Any over payment made by internet Banking or Credit card where client manually made the over payment at his/her own discretion will stay as credit in the account and will be adjusted with new billing every month until the end of service, in order to get a refund / return of over payment the client must contact Gemstelecom before the new billing cycle and ask for refund, once the new invoice is issued the over payment will show as a credit in the account.
- ("Commitment") If you accept an equipment upgrade or other promotional or plan benefit(s), such as a free month of Service, free installation, a rebate or other incentive, there may be a commitment associated with the benefit(s) you have accepted. To the extent there is a Commitment, it begins on the date you activate the new equipment or accept the promotion or benefit. The Commitment period will be disclosed as part of the promotion or plan. If you disconnect the Service(s) prior to the end of the Commitment period, you agree to pay Gemstelecom a recovery fee in an amount equal to the difference between the price you paid and the regular price of the goods, Service(s) or other benefit(s) you received at the time the Commitment period began. Recovery fees are cumulative and in addition to any other charges or fees you may owe Gemstelecom, including any disconnection fees.
- No refund(s) is applicable in case of cancellation prior to Internet installation(s) due to delays beyond our control (regular Internet installation(s) timeframe is 7 to 10 business days)
- Neither non-usage of the Service(s) nor misdialing while using the Service(s) entitle you to a credit for, or refund of, any portion of a payment made to us.
2.5 Payment and Collection.
(a) Payment(s). Your subscription to the Service(s) authorizes us to collect from your payment method. This authorization will remain valid until thirty (30) days after we receive written notice from you terminating our authority to charge your payment method, whereupon we will charge you any outstanding charges if applicable and disconnect your Service(s). We may disconnect your Service(s) at any time in our sole and absolute discretion if any charge to your payment method is declined / reversed, or your payment method expires and you have not provided us with a valid replacement payment method or in case of any other non-payment of account charges.
(b) Collection. If your Service(s) is disconnected, you will remain fully liable to Gemstelecom for all charges pursuant to this Agreement and any, and all costs we incur to collect such amounts, including, without limitation, collection costs and legal fees and expenses.
c) Charge Back Fees, in case of Credit card charge back, NSF Check return and direct deposit payment recall without prior approval of Gemstelecom there is a fee of $25 which will be added to next invoice. We strongly recommend to if you do not wish your card to be charged on the payment date, contact us and have you payment paused for few days instead of getting charged for such issues.
2.6 Discontinuation of Service(s). We reserve the right to suspend or discontinue the Service(s) generally, or to disconnect your Service(s), at any time in our sole and absolute discretion. If we discontinue the Service(s) generally, or disconnect your Service(s) without a stated reason, you will only be responsible for charges accrued through the date of disconnection, including a pro-rated portion of the final Service(s) Term charges. If your Service(s) is disconnected on account of your breach of any provision of this Agreement, you will be responsible for all charges through the end of the current Service(s) Term, including unbilled charges, all of which will immediately be due and payable.
Gemstelecom will pursue collection for unpaid amounts on disconnected accounts and may report to and exchange credit and personal information with any credit/consumer reporting agency and financial institution relating to this Agreement.
2.7 Taxes. Federal, provincial, municipal, local or other governments may assess taxes, surcharges and/or fees on your use of Gemstelecom Service(s). These charges may be a flat fee or a percentage of your Gemstelecom charges and may change from time to time without notice. These charges are based on the rates applicable to the address you provided to us. You are responsible for all applicable federal, provincial, municipal, local or other governmental sales, use, excise, value-added, personal property, public utility, goods and Service(s), harmonized or other taxes, fees or charges now in force or enacted in the future, that arise from or as a result of your subscription or use or payment for the Service(s) or a Device. Such amounts are in addition to payment for the Service(s) or Devices and will be billed to your payment method as set forth in this Agreement. If you are exempt from payment of such taxes, you must provide us with an original certificate that satisfies applicable legal requirements attesting to tax-exempt status. Tax exemption will only apply from and after the date we receive such certificate.
2.8 Disconnection fees.
(a) Business Customers. For termination of Service(s) before the end of a contract, a disconnection fee will be applicable based upon the Terms of the Service Agreement accepted.
(b) Residential Customers.
- The service(s) can be cancelled at any time during the service period; any prepaid amount for the unused services will be refunded on request.
- The client has the right to cancel / discontinue the service(s) at any time; If the client is making a less than regular payment because of a promotion offer or a special deal, then any deal(s) or special prices have to be cancelled and the payable amount has to be re-calculated with a depreciation value based on the original price, before the Refundable portion is calculated.
- The full installation charges will also apply upon contract termination before the contract end term; the original installation charges are waived based on the promise of a minimum of twelve (12) months commitment, any outstanding balance owed on the account will also be added in final invoice.
2.9 Return of Device.
- If not purchased, all provided equipment are the property of Gemstelecom / Cronomagic based on (12 or 24) months commitment. In case of contract termination before the end of term, the “full/original” price will apply to all provided equipment mentioned in the Service Agreement. After cancellation, if the rented equipment is lost / damaged or not returned within 15 days at customer's own expense, the customer will be billed the full price for lost / damaged or non-returned equipment. No returns will be accepted after this time period. For a price list of the equipment, please refer to the Service Agreement.
- When returning back the equipment its strongly recommended to get a shipping insurance $100 per device to prevent the loss.
- If dropping in person, please make sure to take an appointment before you come to office, devices are accepted during week days only.
- Client has a choice to ask for prepaid return slip with insurance included at the cost of $15 per shipment (1 to 5 devices) the amount will be added into end of term.
- If the equipment(s) is bought at the time of service then no return is required.
2.10 Payphone Charges. If you use our "Toll Free Plus" feature or any toll free feature that we offer in the future, we will be entitled to recover from you any charges imposed on us either directly or indirectly in connection with toll free calls made to your number.
2.11 Referral Credit: Clients are eligible to earn up to $300 per calendar year in additional credits for referring friends and family. You can earn up to $300 per year ($25/month) in referral credit, beginning with the date you were issued your first credit. Once a referral has been successfully verified and installed, the credit will be authorized. You can expect to receive your credit on your next monthly invoice, only one credit ($25) will be applied to your account per month. Any additional credits will be applied to your next month's bill.
2.12 Additional Cable or DSL Jack install or move.
Installation of first Cable or DSL Jack is included in install fee, any additional Cable or DSL Wall Jack or move of existing Wall jack after the initial install is chargeable service and shall be charged at the regular price as per existing rates. Rates are established by the carrier in the region, a quote is provided at the time of request.
3.1 Availability of E911 Dialing.
Gemstelecom offers a form of 911 Service(s) (911 Dialing) that is similar to traditional 911 Service(s) but has some important differences and limitations when compared with enhanced 911 Service(s) (E911) available in most locations in conjunction with traditional telephone Service(s). With both traditional 911 and E911 Service(s), your call is sent directly to the nearest emergency response centre. In addition, with E911 Service(s), your call back number and address are visible to the emergency response centre call-taker. With Gemstelecom 911 Service(s), your call is sent to a national emergency call centre. The call centre operator will request or confirm your location information and then transfer your 911 call to the emergency response centre nearest your location. You should be prepared to provide or confirm your address and call-back number with the operator. Do not hang up unless told directly to do so and if disconnected, you should dial 911 again.
3.2 Registration of Physical Location. You should ensure your location information, when registered with Gemstelecom, is kept current at all times. In case you are not able to speak during the 911 call, the call taker would dispatch emergency response vehicles to your last registered address. You need to update your 911 Dialing information if you move your device to a different location and/or if you add a new line to your account. Regardless of what address you register for a, the national emergency response centre does not receive your phone number or physical location information when you place a 911 call. Your 911 Dialing Service(s) is activated when you subscribe to Gemstelecom.
3.3 Service(s) Outages. 911 Dialing Service(s) will not function in the event of a power or broadband outage or if your broadband, ISP or Gemstelecom Service(s) is suspended or disconnected. Following a power failure or disruption, you may need to reset or reconfigure your Device prior to utilizing the Service(s), including 911 Dialing.
3.4 User Responsibilities
(a)Changing Number /Adding/Porting a New Numbers. You must successfully register your location of use for each changed, newly added or newly ported number in order for 911 Dialing to function as intended. Regardless of what address you register for, the national emergency response centre does not receive your phone number or physical location information when you place a 911 call.
(b)Conveying Limitations to other household residents and guests. You should inform any household residents, guests and other persons who may be present at the physical location where you utilize the Gemstelecom Service(s), of the important differences in and limitations of VoIP 911 Dialing Service(s) as compared with E911 Service(s), as set out above.
3.5 Network Congestion; Reduced Speed for Routing or Answering 911 Dialing Calls. There may be a greater possibility of network congestion and/or reduced speed in the routing of a 911 Dialing call made utilizing the Service(s) as compared to traditional 911 Dialing over traditional public telephone networks.
3.6 Disclaimer of Liability and Indemnification. We do not have any control over whether, or the manner in which, calls using our 911 Dialing Service(s) are answered or addressed by any local emergency response centre. We disclaim all responsibility for the conduct of local emergency response centers and the national emergency calling centre. We rely on third parties to assist us in routing 911 Dialing calls to local emergency response centers and to a national emergency calling centre. We disclaim any and all liability or responsibility in the event such third party data used to route calls is incorrect or yields an erroneous result. Neither Gemstelecom nor its officers or employees may be held liable for any claim, damage, or loss, and you hereby waive any and all such claims or causes of action, arising from or relating to our 911 Dialing Service(s) unless such claims or causes of action arose from our gross negligence, recklessness or willful misconduct. You shall defend, indemnify, and hold harmless Gemstelecom, its officers, directors, employees, affiliates and agents and any other Service(s) provider who furnishes Service(s) to you in connection the Service(s), from any and all claims, losses, damages, fines, penalties, costs and expenses (including, without limitation, legal fees and expenses) by, or on behalf of, you or any third party relating to the absence, failure or outage of the Service(s), including 911 Dialing, incorrectly routed 911 Dialing calls, and/or the inability of any user of the Service(s) to be able to use 911 Dialing or access emergency Service(s) personnel.
3.7 Alternate 911 Arrangements. If you are not comfortable with the limitations of the 911 Dialing Service(s), you should consider having an alternate means of accessing traditional 911 or E911 Service(s) or disconnecting the Service(s).
4.1 Limitation of Liability. We will not be liable for any delay or failure to provide the Service(s), including 911 Dialing, at any time or from time to time, or any interruption or degradation of voice quality that is caused by any of the following:
Our aggregate liability under this agreement will in no event exceed the Service(s) charges with respect to the affected time period.
4.2 Disclaimer of Liability for Damages. IN NO EVENT WILL GEMSTELECOM, ITS OFFICERS, DIRECTORS, EMPLOYEES, AFFILIATES OR AGENTS OR ANY OTHER SERVICE(S) PROVIDER WHO FURNISHES SERVICE(S) TO YOU IN CONNECTION WITH THIS AGREEMENT OR THE SERVICE(S) BE LIABLE FOR ANY DIRECT, INCIDENTAL, INDIRECT, SPECIAL, PUNITIVE, EXEMPLARY, COMPENSATORY OR CONSEQUENTIAL DAMAGES, OR FOR ANY OTHER DAMAGES, INCLUDING BUT NOT LIMITED TO PERSONAL INJURY, WRONGFUL DEATH, PROPERTY DAMAGE, LOSS OF DATA, LOSS OF REVENUE OR PROFITS, OR DAMAGES ARISING OUT OF OR IN CONNECTION WITH THE USE OR INABILITY TO USE THE SERVICE(S), INCLUDING INABILITY TO ACCESS EMERGENCY SERVICE(S) PERSONNEL THROUGH THE 911 DIALING SERVICE(S) OR TO OBTAIN EMERGENCY HELP. THE LIMITATIONS SET FORTH HEREIN APPLY TO CLAIMS FOUNDED IN BREACH OF CONTRACT, BREACH OF WARRANTY OR CONDITION, PRODUCT LIABILITY, TORT (INCLUDING NEGLIGENCE), INTELLECTUAL PROPERTY INFRINGEMENT, STRICT LIABILITY, FUNDAMENTAL BREACH, BREACH OF A FUNDAMENTAL TERM AND ANY AND ALL OTHER THEORIES OF LIABILITY AND APPLY WHETHER OR NOT WE WERE INFORMED OF THE LIKELIHOOD OF ANY PARTICULAR TYPE OF DAMAGES.
Indemnification. You shall defend, indemnify, and hold harmless Gemstelecom, its officers, directors, employees, affiliates and agents and any other Service(s) provider who furnishes Service(s) to you in connection with this Agreement or the Service(s), from any and all claims, losses, damages, fines, penalties, costs and expenses (including, without limitation, legal fees and expenses) by, or on behalf of, you or any third party or user of the Service(s), relating to this Agreement or the Service(s), including, without limitation, 911 Dialing, or the Device.
4.4 No Warranties on Service(s). To the extent permitted by applicable law, WE MAKE NO WARRANTIES OR CONDITIONS, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO, ANY IMPLIED WARRANTIES OR CONDITIONS OF MERCHANTABLE QUALITY, REASONABLY ACCEPTABLE QUALITY, FITNESS OF THE SERVICE(S) OR DEVICE FOR A PARTICULAR PURPOSE, TITLE OR NON-INFRINGEMENT OR ANY WARRANTY OR CONDITION ARISING BY USAGE OF TRADE, COURSE OF DEALING OR COURSE OF PERFORMANCE OR ANY WARRANTY OR CONDITION THAT THE SERVICE(S) WILL MEET CUSTOMER'S REQUIREMENTS. WITHOUT LIMITING THE FOREGOING, WE PROVIDE NO WARRANTY OR CONDITION THAT THE SERVICE(S) OR DEVICE WILL BE WITHOUT FAILURE, DELAY, INTERRUPTION, ERROR, AND DEGRADATION OF VOICE QUALITY OR LOSS OF CONTENT, DATA OR INFORMATION. NEITHER GEMSTELECOM NOR ITS OFFICERS, DIRECTORS, EMPLOYEES, AFFILIATES OR AGENTS, OR ANY OTHER SERVICE(S) PROVIDER OR VENDOR WHO FURNISHES SERVICE(S) DEVICES, OR PRODUCTS TO CUSTOMER IN CONNECTION WITH THIS AGREEMENT OR THE SERVICE(S), WILL BE LIABLE FOR UNAUTHORIZED ACCESS TO OUR OR YOUR TRANSMISSION FACILITIES OR PREMISES EQUIPMENT OR FOR UNAUTHORIZED ACCESS TO, OR ALTERATION, THEFT OR DESTRUCTION OF, CUSTOMER'S DATA FILES, PROGRAMS, PROCEDURES OR INFORMATION THROUGH ACCIDENT, FRAUDULENT MEANS OR DEVICES OR ANY OTHER METHOD, REGARDLESS OF WHETHER SUCH DAMAGE OCCURS AS A RESULT OF GEMSTELECOM'S OR ITS SERVICE(S) PROVIDER'S OR VENDORS' NEGLIGENCE. STATEMENTS AND DESCRIPTIONS CONCERNING THE SERVICE(S) OR DEVICE, IF ANY, BY GEMSTELECOM OR GEMSTELECOM'S AGENTS OR INSTALLERS ARE INFORMATIONAL AND ARE NOT GIVEN AS A WARRANTY OR CONDITION OF ANY KIND.
4.5 Device Warranties (Applies only to Residential and Business Plan customers).
(a) Limited Warranty. Except as set forth herein, if you received the Device from us and the Device included a limited warranty at the time of receipt, you must refer to the separate limited warranty document provided with the Device for information on the limitation and disclaimer of certain warranties and conditions. Remedies for breach of any such warranties will be limited to those expressly set forth in such documentation.
(b) No Warranty. IF A LIMITED WARRANTY DID NOT COME WITH YOUR DEVICE, TO THE EXTENT PERMITTED BY APPLICABLE LAW, YOU ARE ACCEPTING THE DEVICE "AS IS". YOUR DEVICE IS NOT ELIGIBLE FOR REPLACEMENT, REPAIR OR REFUND AFTER THE MONEY BACK GUARANTEE PERIOD.
(c) Retail Customer Limited Warranty. For Retail Customers only, we will provide a limited warranty on the Device as to manufacturing defects only for a period of one (1) year from the date of purchase. This Retail Customer limited warranty does not apply to any defect or failure other than a manufacturing defect, and, without limiting the generality of the foregoing, does not apply to any defect caused by damage in transit, retailer handling or Retail Customer handling. A Retail Customer's sole remedy for any breach of this Retail Customer limited warranty is to obtain a repaired or replacement Device, by following the return procedures set forth in Section 2.9. Retail Customer must include with the returned Device a letter stating that the Retail Customer is returning the Device for warranty repair or replacement and stating the nature of the defect. The Retail Customer limited warranty will also apply in lieu of the limited warranty included with the Device if such included limited warranty is less favorable to Retail Customer than that contained herein.
(d) Disclaimer. To the extent permitted by applicable law, OTHER THAN WARRANTIES AS TO THE DEVICE EXPRESSLY SET FORTH IN THE DOCUMENTATION PROVIDED WITH THE DEVICE AND THE RETAIL CUSTOMER LIMITED WARRANTY EXPRESSLY SET FORTH HEREIN, WE MAKE NO WARRANTIES OR CONDITIONS OF ANY KIND, EXPRESS OR IMPLIED, AND SPECIFICALLY DISCLAIM ANY WARRANTY OR CONDITION OF MERCHANTABLE QUALITY, REASONABLY ACCEPTABLE QUALITY, FITNESS OF THE DEVICE FOR A PARTICULAR PURPOSE, TITLE OR NON-INFRINGEMENT OR ANY WARRANTY OR CONDITION ARISING BY USAGE OF TRADE, COURSE OF DEALING OR COURSE OF PERFORMANCE OR ANY WARRANTY OR CONDITION THAT THE DEVICE OR ANY FIRMWARE OR SOFTWARE IS "ERROR FREE" OR WILL MEET CUSTOMER'S REQUIREMENTS. THE FOREGOING WILL NOT BE DEEMED TO LIMIT ANY DISCLAIMER OR LIMITATION OF WARRANTY OR CONDITION SET FORTH IN THE DOCUMENTATION PROVIDED WITH THE DEVICE.
4.6 No Third Party Beneficiaries. No provision of this Agreement provides any person or entity not a party to this Agreement with any remedy, claim, liability, reimbursement, or cause of action or creates any other third party beneficiary rights.
4.7 Content. You will be liable for any and all liability that may arise out of the content transmitted by or to you or any person, whether authorized or unauthorized, using your Service(s) or Device (each such person, a "User"). You shall ensure that your and your User's use of the Service(s) and content comply at all times with all applicable laws, regulations and written and electronic instructions for use. We reserve the right to disconnect or suspend your Service(s) and remove your or your Users' content from the Service(s), if we determine, in our sole and absolute discretion, that such use or content does not conform to the requirements set forth in this Agreement or interferes with our ability to provide Service(s) to you or others. Our action or inaction under this Section will not constitute any review or approval of your or Users' use or content.
5.1 Governing Law. The Agreement and the relationship between you and us are governed by the laws of the Province of Quebec and the federal laws of Canada applicable therein without regard to its conflict of law provisions. To the extent court action is initiated to enforce an arbitration award or for any other reason consistent with Section 5.2, you shall submit to the personal and exclusive jurisdiction of the courts located within the Province of Quebec and waive any objection as to venue or inconvenient forum.
5.2 Mandatory Arbitration and No Jury Trial. Except to the extent contrary to applicable law, any dispute or claim between you, any member of your household or any guest or employee of you and Gemstelecom arising out of or relating to the Service(s) or Device will be resolved by arbitration before a single arbitrator administered by a Canadian arbitration organization of our choosing. The arbitration shall take place in Montreal, Quebec and shall be conducted in French / English. The arbitrator's decision will follow the plain meaning of the relevant documents, and will be final and binding. Without limiting the foregoing, the parties agree that no arbitrator has the authority to: (i) award relief in excess of what this Agreement provides; or (ii) award punitive or exemplary damages. Judgment on the award rendered by the arbitrators may be entered in any court having jurisdiction thereof. ANY CLAIM OR CAUSE OF ACTION ARISING OUT OF OR RELATED TO THE SERVICE(S) MUST BE FILED WITHIN ONE (1) YEAR AFTER SUCH CLAIM OR CAUSE OF ACTION AROSE OR BE FOREVER BARRED, except to the extent such a limitation is prohibited by applicable law. All claims shall be arbitrated individually. Except to the extent contrary to applicable law, you shall not bring, or join any class action of any kind in court or in arbitration or seek to consolidate or bring previously consolidated claims in arbitration. THIS ARBITRATION PROVISION CONSTITUTES A WAIVER OF ANY RIGHT TO A JURY TRIAL AND AN AGREEMENT TO BE SUBJECT TO JURISDICTION IN, AND CONDUCT ARBITRAL PROCEEDINGS IN, QUEBEC.
5.3 No Waiver of Rights. Our failure to exercise or enforce any right or provision of this Agreement will not constitute a waiver of such right or provision.
5.4 Entire Agreement. This Agreement, including any future modifications as may occur within the terms of the Agreement, and the rates for the Service(s) found on our website constitute the entire agreement between you and Gemstelecom and govern the use of the Service(s) by you, members of your household, guests and employees. This Agreement supersedes any prior agreements between you and Gemstelecom and any and all prior or contemporaneous statements, understandings, writings, commitments, or representations concerning its subject matter.
5.5 Severability. If any part of this Agreement is legally declared invalid or unenforceable, all other parts of this Agreement will remain valid and enforceable. Such invalidity or non-enforceability will not invalidate or render unenforceable any other portion of this Agreement.
Reactivation after non-payment suspension
Reactivation can only take effect once the balance is cleared on the account. The reactivation may vary from 5 min to up to 1 business day depending on the type of services and the number of services on the account. Please take into consideration provincial and federal holidays in your jurisdiction and that of our partners. Reactivation fee of $5 may apply and the charges are applicable automatically on your next invoice.
Please be advised Gemstelecom reserves the right not to provide credits on the days your services are suspended due to non-payment as we attempt to contact the subscriber through the means provided to us initially on the account, also, billing due date reminders are sent out on several occasions.
Reactivation after disconnection of services
Once your account is disconnected, a reactivation fee of $59 will be required in addition to one month’s service. These fees are due immediately and reactivation will be subject to a technician’s availability. This may take 7 to 10 business days and may be longer in high seasons. For more details contact our customer service department.
We may change the terms and conditions of the Services and this Agreement, as well as amounts charged under this Agreement, from time to time. Notices will be considered given and effective on the date posted on www.Gemstelecom.com, or as otherwise may be required by applicable law. Subject to applicable law, such changes will become binding on you on the date they are posted to our website and no further notice by us is required upon your continued use of the Service(s). The Agreement as and when posted or otherwise amended in accordance with applicable law, supersedes all previously agreed to electronic and written Terms of Services, including, without limitation, any terms included with the packaging of the Device and also supersedes any written terms provided to Retail Customers in connection with retail distribution, including, without limitation, any written terms enclosed within the packaging of the Device.
7.2 Personal Information. To the extent that personal information is provided in connection with this Agreement, the customer confirms that he or she consents, and that all other necessary consents have been obtained, to the use, collection and disclosure by Gemstelecom, assignees of Gemstelecom, and their respective affiliates, agents and contractors for the following purposes: (i) providing products and Service(s) to the customer, (ii) contract management and administration, (iii) establishing a customer relationship and communicating with customers, (iv) developing, implementing and managing products and Service(s) for customers, (v) assisting in law enforcement purposes and collecting unpaid debts, (vi) protecting, managing and promoting their business interests and activities; (vii) providing information to the customer on other products and Service(s) which may be available; and (viii) otherwise as required or permitted by law or this Agreement. The customer may withdraw his or her consent in respect of clause (vii) above, without affecting his or her other arrangements with Gemstelecom, by notifying Gemstelecom's Privacy Officer in writing at email@example.com. For the purposes of this Section 7.2, "personal information" does not include the name, address and telephone number of a subscriber that appears in a publicly available telephone directory.
You agree to comply fully with all relevant export laws and regulations of Canada, and without limiting the generality of the foregoing, you expressly agrees that you shall not export, directly or indirectly, re-export, divert, or transfer any portion of the Service(s) or any direct product thereof to any destination, company or person restricted or prohibited by such laws or regulations.
10.1 What is IPTV Service of Cronomagic / Gemstelecom Gemstelecom provides IPTV Service on its Closed Network to any client who has direct or indirect internet service from Cronomagic which is the parent company of Gemstelecom. IPTV service gives the ability to receive live and in some cases recorded channels and programming at your premises, as delivered per distribution authorization from CRTC and licenses held by Cronomagic and Gemstelecom. Subscriber understands and acknowledges that Gemstelecom TV Services must include the minimum levels of programming required by CRTC and these requirements may change from time to time without notice. Gemstelecom will always provide HD signal to all its subscribers unless the service for certain channel or content is only available in SD signal from source. Gemstelecom receives most of its signal via Fiber Network from reliable sources, in case where the signal is not available from source Gemstelecom at its discretion will provide an alternate signal.
10.2 What kind of equipment I would require to use the service. Client can use its own device(s) and register the device with Gemstelecom service or rent or buy a device from Gemstelecom, list of devices is updated regularly in TV section of the website.
10.3 TV Service Interruptions and Credits:
Gemstelecom / Cronomagic offers TV service based on CRTC Regulations, while it guarantees quality service at all time, certain technical areas such as technical issue from channel source is not in our control, if a channel is down from source then we report this to channel and wait for reply. credit is only offered where all channels are down due to App issue, in that case one full day of TV Service credit is issued on demand where full TV service is down without any warning for more than one hour (60 minutes). This does not apply to suspended or blocked services or pre-announced maintenance.
10.4 Available Channels: All available channels and theme packs are listed in TV section of the site which is modified from time to time based on availability of the channels, Gemstelecom channel listing on its sole discretion is subject to change without notice, depending on availability a channel can be removed or added, in order to add a theme pack or A la carte channel one must select Skinny or premium plan and then add Theme pack or a la carte channel. certain channels may not be available in your areas confirm before you order.
10.5 Certified devices: While using your own device its highly recommended to use Gemstelecom certified devices, list of certified devices are available in TV section of the website
Last Updated: Oct 31, 2021 12:00:00AM.