Terms & Conditions

Please read these Terms and Conditions (“Terms”) carefully before using the VoIP services provided by e-Tel (“e-Tel,” “we,” “us,” or “our”). By subscribing to or using our services, you agree to be bound by these Terms.

1. Service Description

e-Tel provides Voice over Internet Protocol (VoIP) telephone services to residential and business customers in Canada. Our services require a stable internet connection and are subject to availability and technical limitations.

2. 911 Emergency Services – Important Limitations

At e-Tel, your safety is a priority. Please note that Voice over Internet Protocol (VoIP) services differ from traditional telephone services and come with important limitations when it comes to 9-1-1 emergency calling.

VoIP 9-1-1 Service Limitations

Please read the following carefully:

• Call Routing: When you dial 9-1-1, your call may be routed to a third-party emergency call center instead of the nearest emergency dispatch center. You may be required to provide your current location.
• Internet and Power Dependency: VoIP services rely on your internet connection and electricity. If either is disrupted (e.g., during a power outage or internet failure), 9-1-1 service may not work.
• Mobile Use and Location Issues: If you use your e-Tel service in a location other than your registered address, the emergency operator may not have accurate location data. Always be ready to state your location clearly.
• Service Address Registration: You are responsible for keeping your service address up to date in our system to ensure emergency responders are sent to the correct location.

Limitations of Liability

By using e-Tel VoIP services, you acknowledge and agree that:

e-Tel, its affiliates, and service partners shall not be liable for any failure or delay in 9-1-1 services resulting from the inherent limitations of VoIP technology. This includes, but is not limited to, failures caused by:

• Power outages.
• Internet service interruptions.
• Relocation of the VoIP device without updating the registered address.
• Misrouting of calls by third-party emergency call centers.
• User failure to provide accurate location or call-back information.

The customer agrees to assume all responsibility for any risks or damages that arise from these limitations and to inform all users of the service in their household or business of these critical differences.

3. Service Availability

We aim to provide high-quality and uninterrupted service, but we do not guarantee that our services will be available at all times. Network maintenance, outages, internet disruptions, or other factors may impact service.

4. Fair Use Policy

Our services are intended for regular business or residential use. Excessive, unusual, or abusive usage patterns (e.g., autodialing, continuous call forwarding, or high-volume traffic) may result in suspension or termination of service.

5. Billing and Payments

All services are billed monthly in advance. Usage-based charges (such as long-distance, overage, or pay-per-use features) and one-time charges (such as setup fees, device purchases, or professional services) are billed in arrears and will appear on your next invoice.

You authorize e-Tel to charge your payment method on file for all recurring charges, usage charges, one-time fees, applicable taxes, and any other charges incurred under your account.

Late payments may incur additional fees or result in suspension or termination of service.

6. Number Porting and Ownership

We support porting of your phone number to and from e-Tel, subject to regulatory and technical requirements. However, porting may involve processing delays.

7. Equipment

If you purchase or lease devices from e-Tel, you are responsible for their maintenance and return in good condition if service is cancelled. Equipment remains your responsibility even if defective unless covered by a warranty.

8. Service Changes and Cancellation

You may cancel your service with 30 days’ notice. We reserve the right to change pricing, features, or availability of service with notice. Early termination fees may apply if under contract.

9. Limitations of Liability

To the fullest extent permitted by law, e-Tel shall not be liable for any indirect, incidental, or consequential damages, including loss of business or data, arising from use of our service.

10. Privacy

We collect and use your personal information in accordance with our Privacy Policy. Your use of the service constitutes consent to our data practices.

11. Governing Law

These Terms shall be governed by the laws of the Province of British Columbia and the federal laws of Canada.

12. Contact Us

If you have questions about these Terms or our services, please contact:

Email: sales@e-tel.ca
Website: e-tel.ca
Contact Form: e-tel.ca/contact.php