INTERNET AND TV TERMS OF SERVICE
Effective May 16, 2021
Your service details, these terms of service and any schedules attached to these terms of service (“Schedules”), along with any amendments, all taken together form the entire contract (“Contract”) between you (“Member” or “you”) and Virgin Plus, a brand operated by Bell Canada (“Virgin Plus” or “we”). You should review the entire Contract. All of the parts are important and together create a legal contract that applies to you once you have accepted it. If you order Services (see Section 2), you will also be provided with a critical information summary that sets out key elements of your agreement with Virgin Plus. Virgin Plus relies upon your word that you have reached the legal age of majority and are authorized to enter into this Contract. To help you to understand your rights and obligations under this Contract, these terms of service are written in a question and answer format.
1. How do I accept my Contract with Virgin Plus?
You accept this Contract on the earlier of the date: (a) you receive a copy of these terms of service; (b) you receive the Equipment (see Section 40) at your Service Address (see Section 12); (c) installation has commenced; or (d) you access or use Services (see Section 2), unless otherwise determined by applicable laws. You understand and agree that you are bound by this Contract, now and in the future.
2. What is covered by this Contract?
This Contract is for “Services” (as they will be called in this Contract) which include the installation and provision of Internet services (“Internet Services”), Internet Protocol television services (“TV Services”), Programming (see Section 33) and any additional features. The Services include additional equipment owned by Virgin Plus (including equipment rented from Virgin Plus) (“Virgin Equipment”) that you may need to receive the Services, such as devices, modems, routers, accessories, hardware, networks, platforms, batteries and/or other products. The Services covered by this Contract do not include services provided to you by the Virgin Plus brand that is operated by Bell Mobility.
3. What laws apply to this Contract?
Because Virgin Plus is federally regulated, this Contract is governed by the federal laws and regulations of Canada, including the Internet Code and the Television Service Provider (“TVSP”) Code established by the Canadian Radio-television and Telecommunications Commission (“CRTC”) and any provincial laws which might apply to Virgin Plus in the province in which your Services are provided. If at any time the CRTC regulates the Services through any tariff(s), then such tariff(s) will apply in addition to this Contract. If there is any inconsistency or conflict between this Contract and any such tariff(s), then the tariff(s) will prevail.
4. Can this Contract be transferred?
Virgin Plus may transfer or assign all or part of this Contract (including any rights in accounts receivable) at any time. You may not transfer or assign this Contract, your account or the Services without Virgin Plus’s prior written consent.
5. What if parts of this Contract become unenforceable?
If any part of this Contract becomes outdated, prohibited or unenforceable, the remaining terms will continue to apply to you and Virgin Plus. Remember that even if Virgin Plus does not enforce any part of this Contract for any period of time, the term still remains valid and Virgin Plus can enforce it in the future.
6. What if I prefer this Contract to be in French?
You are receiving this Contract in English because you requested a copy in English. Vous avez demandé que cette entente ainsi que tous les documents en faisant partie soient rédigés dans la langue anglaise mais si vous souhaitez que votre entente soit en français, veuillez communiquer avec nous, aux coordonnées indiquées à la fin de ce document.
7. Can Virgin Plus make changes to this Contract?
Yes. Virgin Plus may change the Services, and any term of the Contract, including the Fees (see Section 154). If required, Virgin Plus will give you notice of these changes in writing, at least 30 days (60 days for certain changes related to Internet Services) before the effective date, using a reasonable method to bring it to your attention, such as by posting it on virginplus.ca, by including it on or with your bill or by sending it to you by email. This notice will clearly identify the proposed change and the effective date. Also, as required by law, this notice will set out the new term, or amended term and the term as it read before. No other statements (written or verbal) will change or amend this Contract.
8. What if I want to refuse a change to this Contract made by Virgin Plus?
If you want to refuse the change, your remedy is to cancel the impacted Service or the Contract (see Section 56). For members in Quebec, if the change increases your obligations or reduces ours, you may cancel the Contract without penalty, by notifying Virgin Plus up to 30 days after the effective date.
9. Can I make changes to my Services or to the terms of service that are in this Contract?
You may not make any changes to these terms of service. However, depending on the Service you subscribe to and your plan details, you may be able to add or remove certain Services or features. You will need to check your plan details to see if additional fees may apply. For more information about Services or features that may be available, including applicable fees, visitvirginplus.ca/myaccount or contact Virgin Plus Member Care. For certain changes or if your account is not in good standing, you may not be able to make changes online and should contact Virgin Plus Member Care. Virgin Plus’s contact information is set out in Section 66. For more information about making changes to TV Programming, see Section 38.
Your Information and Communications Preferences
10. How does Virgin Plus protect my personal information?
11. Does Virgin Plus collect, use or disclose my credit information?
Yes, Virgin Plus may perform credit checks on you and collect and use information about your credit and payment history from Our Companies, credit reporting agencies or other credit grantors to assess your creditworthiness, update your information, activate Services you ordered, or to assist in collection efforts, all from time to time. Virgin Plus may also disclose your credit and payment history with Our Companies to credit reporting agencies and credit grantors to assist with assessing your creditworthiness, and to collections agencies to assist with the collection of monies owed, also from time to time. A security deposit may be required to determine your eligibility for Services should you decline a credit check upon activation (see Section 21).
12. How can I be sure that Virgin Plus has accurate contact information for my account?
You are responsible for keeping the contact and payment information you provide to Virgin Plus (including name, mailing address, email address, address where the Services will be provided to you (“Service Address”), phone number, credit card or bank account information, and any authorized users) up to date. If this Contract is cancelled, you will provide Virgin Plus with forwarding information for final bills or correspondence if your new contact information is different from the information we have on file. Visit virginplus.ca/myaccount or call us to confirm that the information we have on file is correct. If you do not provide an accurate forwarding address you may forfeit any outstanding credits or deposits on your account.
13. How does Virgin Plus recommend and market products and services to me?
At Virgin Plus, we use a number of ways to keep our members informed about the products and services Our Companies provide. We recommend products and services to you based on your account information, eligibility and your needs and preferences as determined by your purchase and use of our products and services. We may also reach out to inform you of ways to save, new product and service releases, and other useful information using a variety of means, including by sending you commercial electronic messages or calling you. You can unsubscribe or manage your communication preferences for commercial electronic messages by visiting virginplus.ca/communicationpreferences, and you can opt-out from telemarketing messages by calling 1 866 580-3625. You will continue to receive service-related messages even if you choose not to receive marketing communications.
TERM AND RENEWAL
14. How long is my Contract for my Services?
There is no set period unless you and Virgin Plus agree to a contract term of greater than one month (for example, 12 months) (a “Fixed Term”) for particular Services. At the end of any Fixed Term, Virgin Plus will continue to provide the Services to you without a set period, at Virgin Plus’s then-applicable rates, unless you cancel the applicable Services.
FEES, BILLING AND PAYMENT
15. How does Virgin Plus charge me for Services?
Virgin Plus will invoice you monthly. You will be charged in advance for recurring charges. One-time charges will be charged to your account at time of order or use unless otherwise specified. Upon cancellation, your Fees for Services will be prorated to your last day of service. Please note that a minimum subscription period may apply to certain TV Programming. See Section 39 for more information. As well, from time to time you may be able to purchase certain individual pay per use services not included as part of a Service subscription. Pay per use services will be charged at the rate or charge in effect at time of purchase or use. These rates and charges may be found on virginplus.ca, on an on-screen or online purchase flow, in Schedule A or by contacting us (Virgin Plus’s contact information is set out in Section 66), and may change over time, in some cases without notice. You must pay all fees due for Services, whether recurring or one-time charges (“Fees”) and taxes. Your bill is payable upon receipt. If payment is not received by Virgin Plus within 30 days of the bill date, you will be charged interest from the bill date on the balance owing at the compounded interest rate set out in Schedule A,calculated and compounded monthly from the bill date(“Late Payment Charge”). Virgin Plus may refer your account to collections agencies as a result of your failure to pay amounts owing to Our Companies, as applicable. Virgin Plus may bill you for Fees and applicable taxes up to 12 months after the date they were incurred.
16. How can I pay my bill for Services?
Your bill sets out acceptable payment methods which may change without notice. You may also set up a pre-authorized payment plan. If you provide a credit card or bank account (or other pre-authorized payment method) to Virgin Plus for your monthly payments, you authorize Virgin Plus to charge your credit card or debit/charge your account for all outstanding Fees, taxes and account balances due under this Contract, including any applicable Late Payment Charges, NSF charges (see Schedule A) and Cancellation Charges (see Section 57), and this constitutes Virgin Plus’s good and sufficient authority for doing so. You confirm that the credit card or bank account is in your name, is valid and has not expired. You must promptly advise Virgin Plus if your credit card or bank account information changes.
17. What if I dispute a Fee on my bill?
If you question or dispute any Fees on your bill, you must do so within 90 days of the bill date; otherwise you accept all Fees. Disputed Fees will not be considered past due unless Virgin Plus has conducted an investigation and concluded that the Fees are correct and there is no basis for the dispute. You must pay all undisputed portions of the Fees within 30 days of the original bill date, failing which the undisputed portion of the Fees will be past due and you will be charged, and must pay, the Late Payment Charge for the undisputed portion.
18. How do discounts or promotions work?
Virgin Plus will apply any discounts, incentives or promotions (including promotional bundle or multi-service discounts or credits) to your account while: (a) Virgin Plus maintains these discounts, incentives, or promotions; and (b) you meet the applicable eligibility requirements. Virgin Plus may change any discounts, incentives or promotions and the eligibility requirements at any time. Before making changes to your Services (including Programming (defined in Section 33) or features), please review applicable restrictions and/or eligibility requirements, as certain changes may result in loss of, or changes to, discounts or promotions.Please note, promotional pricing may not apply to partial billing periods (this means, for example, if a Service is cancelled in the middle of a billing period, you will not receive promotional pricing for that partial billing period).
19. What additional charges may be applied to my bill?
Virgin Plus may charge additional Fees to offset administrative, processing, environmental or service costs for your account (for example, Fees for collections efforts due to non-payment or returned payments, suspension, disconnection or reactivation of Services). These charges may be found on virginplus.ca, in Schedule A or by contacting us (Virgin Plus’s contact information is set out in Section 66), and may change over time.
20. Am I responsible for usage charges over my plan limits?
Yes, any usage in excess of the limits applicable to the Service subscribed to will be charged to you at the rates set out in your Contract or published on virginplus.ca. It is your responsibility to monitor and manage your monthly activity and to ensure your usage remains appropriate to your Service package. In addition to your usage, note that certain Equipment (see Section 40) and related software used with the Services may automatically and without notice, generate usage. Such usage may include the transmission of data required for the management of the Services and/or the Equipment. You are responsible for all data usage charges, whether resulting from your activity or generated automatically. You can find more information about the usage associated with common online activities at virginplus.ca/calculator and access usage monitoring tools and select or modify usage notifications through MyAccount (virginplus.ca/myaccount).
21. Will Virgin Plus ever require a deposit or interim payment?
Virgin Plus may require you to make a deposit and will provide you with the reason for requiring a deposit. Deposits will earn simple interest based on the overnight rate of the Bank of Canada that is then in effect plus 1% (or such other rate as required by applicable law), calculated monthly on the last day of your monthly billing period, prorated for any partial month Virgin Plus holds the deposit. When Services are cancelled or the conditions justifying the deposit no longer apply (typically when you have made six consecutive monthly bill payments in full and on time), Virgin Plus will apply the deposit and any earned interest against the outstanding Fees or other amounts you owe to Virgin Plus and/or any Bell company referred to in Section 22, then refund you the balance of the deposit, if any. In exceptional circumstances, Virgin Plus may also require you to pay the Fees and applicable taxes on an interim basis, despite your monthly billing cycle. If this happens, you must pay these amounts on or before the required due date to avoid cancellation or suspension of your Services.
22. What if I have another account with Bell that is in arrears?
If you have another account with Bell Canada (including other brands of Bell Canada, such as Bell Aliant and Bell MTS), Bell Mobility (which includes other brands of Bell Mobility, such as Virgin Plus, a brand operated by Bell Mobility) or Bell ExpressVu that is in arrears, Virgin Plus may bill you for, collect or set off any amounts owed to these Bell companies. Virgin Plus may also refuse to provide you with any Services if you do not pay any amounts owed to these companies.
Responsible Use of Services
23. How does Virgin Plus help to ensure fair network access, efficient operation and the responsible use of Services?
Virgin Plus works hard to ensure fair network access to all users and the continuous, efficient operation of the Services. Virgin Plus may manage network resources using methods which include: (a) prioritization or deprioritization of network access; and (b) Internet traffic management practices such as allocation of bandwidth (which may impact speeds), filtering for spam and malicious or illicit content, anti-virus mechanisms or other measures to protect the integrity of the network (such as the blocking of your traffic or other traffic in the event of denial of service attacks), all in a manner consistent with applicable law. For a description of our Internet traffic management practices, please visit virginplus.ca/ITMP. In addition, Virgin Plus enforces the rules contained in Virgin Plus’s Responsible Use of Services policy (“Responsible Use Policy”) set out in Schedule B. You must comply with the Responsible Use Policy and all applicable laws when using the Services. Virgin Plus has the right (but not the obligation) to monitor Services (electronically or otherwise), including your use of Services and the location of any Equipment (see Section 40) or Personal Devices (see Section 35) receiving the Services. From time to time, Virgin Plus may ask you to connect Equipment to a specific network so that Virgin Plus may verify its location and you must immediately do so. Virgin Plus may monitor or investigate any content, use of Programming (see Section 33) or your use of Virgin Plus’s networks, including bandwidth consumption and how it affects operation and efficiency of the network and Services. Virgin Plus may disclose any information necessary to satisfy any law, regulation, governmental or other lawful request from any applicable jurisdiction or as necessary to operate and optimize Services and to protect itself or others and ensure Services are not being used contrary to the Responsible Use Policy.
24. How do I help protect my Virgin Plus account?
You are responsible for the protection of your account(s) and password(s) and for all use of your account, the Services and Virgin Equipment by yourself and other users (authorized or not). You must also protect your computer systems, software, and the Equipment (see Section 40) from theft, unauthorized use and system corruption. You are responsible to back up and safeguard your data, including your email and voicemail messages. Virgin Plus may delete your data if the Service is cancelled, or if you fail to access it within a certain period of time (as determined by Virgin Plus). If you have concerns about unauthorized persons ordering Services without your permission, you should investigate the appropriate use of parental controls, passwords and personal identification numbers (PIN) for your account, depending upon the Service you are concerned about.
25. What am I responsible for if my Virgin Plus account is compromised?
You must notify Virgin Plus immediately should you suspect unauthorized use of the Services or if Virgin Equipment is lost or stolen. You are responsible for payment of all Fees and taxes charged to your account, whether authorized by you or not, which is why it is so important to protect your account and keep account information (including authorized users) up-to-date.
26. Do I need to do anything to help Virgin Plus provide Services to me?
Where required, you shall: (a) appoint Virgin Plus to act as your agent solely to ensure Virgin Plus can provide you with the requested Services, including (if necessary) cancelling services with your current service provider(s) and ensuring Virgin Plus’s right to access and use the inside wiring at your Service Address; (b) provide Virgin Plus (including our third-party agents or contractors) access to your property or premises for installation, maintenance and related purposes, as more particularly described in these terms of service; and (c) if you selected a self-installation option, set up the Equipment within the time frame specified by Virgin Plus. Virgin Plus is not responsible for the state or condition of existing wiring or Your Equipment (see Section 40) and may require repairs or modifications in order to install Services.
27. What if I am experiencing technical issues with the Services?
Please contact Virgin Plus for technical support. When providing you with technical support, you agree that Virgin Plus (including third-party service providers who may be located outside of Canada) may access, take control of the Equipment by remote control, including the installation and, where applicable, de-installation of certain software. Virgin Plus’s technical support contact information is set out in Section 66.
28. Are there circumstances when Virgin Plus might not be able to provide the Services I ordered?
Unfortunately, yes. The check(s) completed by Virgin Plus when you placed an order for Services are preliminary. The performance and availability of the Service may depend on several factors, including the location of Equipment (see Section 40), the structure to which the Equipment is attached, the configuration of the Equipment, demands on the network and/or network congestion, weather conditions, geography or even third-party restrictions that Virgin Plus does not control. Virgin Plus has the right to provide the Service and Virgin Equipment that Virgin Plus finds better suited to your particular circumstances. Certain Services may not be available and/or offered from time to time and Virgin Plus may cancel such services as set out in Section 61. Virgin Plus may not be able to provide a Service (including certain Virgin Equipment) to you up to, including, and after installation or Virgin Plus may refuse to provide a Service to you, if in doing so, it would have to incur unanticipated, unusual or unreasonable expenses (such as securing rights of way or special construction or providing service to high-cost areas to an extent not supportable by your rate plan and Fees).
29. I subscribe to TV Services. Do I also have to subscribe to Internet Services?
Yes. You must continuously subscribe to a Internet Service package that is eligible for use with the TV Services. Not every Internet Service package is eligible for use with the TV Services.
30. Do I own the numbers/identifiers that Virgin Plus assigns to me?
No. Virgin Plus may issue or assign to you certain unique identifiers for the Services (for example, IP address, username, etc.). You do not own or acquire any right in any assigned number or identifier. Virgin Plus may change, withdraw or re-assign any number or other identifier.
31. Am I responsible for content that I provide in connection with Services?
Virgin Plus assumes that you own any content you post, upload, store, transmit or communicate to others using the Services, including data, documents, videos, music, photos, etc. or that you have the necessary rights to use it. You are responsible for this content. Virgin Plus is not responsible for the unauthorized use or distribution of this content (including third-party content).
32. Can Virgin Plus use my content?
To provide Services, Virgin Plus may need to use, copy, adapt, transmit, display, publish and perform, distribute and create compilations and derivative works from your content. By agreeing to receive the Services, you waive your moral rights and you authorize Virgin Plus to perform these activities in relation to your content anywhere in the world, solely as required for Virgin Plus to provide you the Services. You acknowledge that Virgin Plus may store your content so you can access such content, but that if you fail to access such content within a certain period of time (as determined by Virgin Plus), or if the applicable Service is cancelled, Virgin Plus may delete such content without notice to you.
33. What content does Virgin Plus provide?
Virgin Plus provides content as part of certain Services, including programming packages and subscriptions, on-demand services, interactive services, applications, à la carte programming and any other related Services that Virgin Plus provides to you (“Programming”). Certain Programming, features and/or services may not be available with certain Services and/or certain devices.
34. Is the Programming I subscribe to always available?
All Programming is provided on a “subject to availability” basis and is subject to change. Certain Programming, including sports events, may be “blacked out” in your area of reception sometimes for copyright or other reasons. Programming may also be discontinued by the Programming provider or subject to temporary interruption due to causes outside of Virgin Plus’s control. Any refund or credit for interruptions or unavailability is entirely at Virgin Plus’s discretion. Virgin Plus will not refund charges or credit you for any blackout period.
35. How can I watch the Programming I subscribe to?
TV Services may only be accessible via certain end-user devices such as personal computers, tablets, mobile devices, streaming devices and other supported devices using specified authentication credentials (“Personal Devices”). If you subscribe to TV Services you may activate a maximum of five devices on your account at any time unless Virgin Plus tells you otherwise (on your personal computer each browser will count as one device) and you may view on up to two screens at once (unless Virgin Plus tells you otherwise). Note, viewing of Programming on Personal Devices may be subject to any data usage charges regularly associated with the use of such Personal Devices. Interactive services and applications also may incur additional data usage charges. Viewing TV Programming through any Internet service other than your Internet Service that is eligible for use with the TV Service may be subject to data usage charges. You are responsible for any data usage charges.
36. Can I share my Programming and can I watch it anywhere?
The right Virgin Plus provides you to receive and view the Programming on Personal Devices is for your private viewing and that of any person that is currently a resident at your private residence which you listed as your Service Address. You may not share any of your account or authentication credentials (for example, any username or password) that may be used to access any Services, including Programming, with any person that is not currently a resident at your private residence which you listed as your Service Address. If you are accessing TV Programming via any Internet service other than your Internet Service that is eligible for use with TV Service, certain Programming may be unavailable.
37. Can I rebroadcast or copy the Programming I subscribe to?
No. The Programming may not be rebroadcast, copied, transmitted or performed in any form, and no admission may be charged or any other consideration received by or for your benefit from any third-party in return for allowing such third-party to listen to or view any Programming provided by Virgin Plus. However, to the extent available, you may use PVRs or similar devices for private, non-commercial recording of Programming.
38. Can I make changes to the Programming I subscribe to?
Yes. You may order new Programming (and obtain information about applicable charges) or downgrade your Programming online through My Account (virginplus.ca/myaccount) or by contacting Virgin Plus Member Care. Virgin Plus’s contact information is set out in Section 66.
39. Is there a minimum subscription period for certain Programming?
Yes. Certain Programming may be subject to a minimum subscription period and if so, we will let you know. Virgin Plus will deactivate this Programming effective as of the next billing cycle date after Virgin Plus receives your request. No credit or refund will be payable in respect of such cancelled or downgraded Programming .
40. Who is responsible for the Equipment I need to use the Services?
You are responsible for the equipment, devices and systems you own, for example, your computer, TV, streaming device (“Your Equipment”) and any Virgin Equipment you use with the Services (together, “Equipment”) and all associated risks. You are responsible for maintaining safe access to and the security of the Equipment, and any data backup required, is your responsibility. You must take reasonable care of any Virgin Equipment and maintain it in good working condition following the manufacturer’s recommendations (“Good Condition”). Virgin Plus may replace, upgrade or modify the Virgin Equipment required for the use of Services, migrate your Services to other networks or platforms, or change its suppliers. You must ensure that at all times Your Equipment meets Virgin Plus’s minimum requirements (see virginplus.ca/minreq) to use Services and is compatible with Virgin Equipment.
41. How is the Equipment installed?
All Virgin Equipment must be installed and activated by Virgin Plus at the Service Address, unless Virgin Plus makes a self-installation option available (self-installation may also be available for other Equipment). If you choose any self-installation option, you are responsible for and assume all risks and liability associated with installation, activation and use, including any deviation from any recommendation provided by Virgin Plus or the manufacturer on the set-up and use of the Equipment. The installation and activation of Equipment by Virgin Plus or you may be subject to charges. If you miss your installation appointment with Virgin Plus, Virgin Plus may, in its discretion, charge you a missed appointment fee representing an estimate of damages suffered by Virgin Plus as a result. If you selected a self-installation option you must set up the Equipment within the time frame specified by Virgin Plus, otherwise your order may be cancelled (see Section 59).
42. What happens if Equipment becomes out of date?
Virgin Plus may change the minimum requirements for Equipment, in which case you may need to update or replace Your Equipment. If you fail to do so, Your Equipment might not be adequate to access or use Services and your only remedy is to cancel the affected Services. Virgin Plus does not guarantee that Services will be compatible with all system configurations.
43. Does Virgin Plus provide software updates?
You agree to Virgin Plus installing, modifying or removing Virgin Plus (or other) software on your Equipment to the extent such downloads are reasonably necessary for the continued efficient operation of your Services. For example, without additional notice Virgin Plus may update or upgrade, modify or remove the software to ensure it remains compatible with and functions properly with any technological improvements to the Services. These installs, modifications, updates or removals may be required for you to continue receiving the Services.
44. Can I move the Equipment once it is installed?
Unless Virgin Plus tells you otherwise, you must not use, alter or disturb any Equipment or the inside wiring in any way that might impact the provision of Services. Remember that additional Fees may apply if any repair or restoration is required unless Virgin Plus tells you otherwise.
45. What are my Equipment options?
You may be able to purchase equipment from Virgin Plus that is needed to receive the Services. You may be required to rent the Virgin Equipment needed to receive the Services. Rented Virgin Equipment will remain the property of Virgin Plus, unless you exercise an option (if any) to purchase the Virgin Equipment. Virgin Plus may, in its discretion and at any time, replace any part of the Virgin Equipment with new or refurbished equipment of comparable functionality. Any limited warranties found in the user manuals of any Virgin Equipment do not apply to rental equipment.
a) What happens if Virgin Equipment is lost, stolen or damaged?
If you rent Virgin Equipment, the risk of loss, theft or damage passes to you when the Virgin Equipment is delivered to your Service Address. You are responsible for replacing Virgin Equipment at your own cost and for all Fees incurred as a consequence of its loss, theft, destruction or damage. To the extent permitted by applicable law, Virgin Plus may, in its discretion, enter onto your property and inspect, maintain, repair, relocate or replace any Virgin Equipment as needed.
b) When do I return Virgin Equipment?
You will follow Virgin Plus’s instructions regarding the return to Virgin Plus of all Virgin Equipment, which must be returned in Good Condition (reasonable and normal wear and tear excepted) within 30 days of (i) the cancellation (by you or Virgin Plus) of the applicable Service or this Contract; or (ii) Virgin Plus’s request.
c) What happens if I don’t return Virgin Equipment or return it damaged?
To the extent permitted by applicable law, if you fail to return any of the Virgin Equipment as required by Virgin Plus in Good Condition within 30 days, Virgin Plus may charge you the Virgin Equipment non-return fees as set out in Schedule A, plus applicable taxes.
d) What happens to the Virgin Equipment when it is no longer useful?
Upon cancellation, or at the end of the Virgin Equipment’s expected useful life (as determined by Virgin Plus), Virgin Plus may (i) attend at your Service Address to remove the Virgin Equipment (in whole or in part) subject to a removal fee, in which case you will obtain and grant, at your cost, all approvals necessary for Virgin Plus to attend at your Service Address for de-installation and removal of Virgin Equipment; (ii) abandon and leave the Virgin Equipment (in whole or in part) at your Service Address; or (iii) request that you return the Virgin Equipment as set out above.
Warranties and Virgin Plus’s Liability
(Not Applicable to Members in Quebec)
46. Are there any warranties on the Services?
To the extent permitted by applicable law, Virgin Plus makes no warranties, representations, claims, guarantees or conditions of any nature, express or implied, including fitness for a particular purpose, merchantability, title or non-infringement, with respect to any Services. Virgin Plus assumes no liability for any claims, damages, losses or expenses arising out of or otherwise relating to the unavailability of any Services (including any service outage), even where such unavailability occurs after installation or activation of the Services.
47. Does Virgin Plus issue credits for service outages?
Any credit or refund for any service unavailability or service outage is entirely at Virgin Plus’s discretion.
48. Are there any warranties on Equipment that I purchase from Virgin Plus?
To the extent you may be able to purchase equipment from Virgin Plus and to the extent permitted by applicable law and unless otherwise expressly provided for by Virgin Plus in writing, Virgin Plus makes no warranties, representations, claims, guarantees or conditions of any nature, express or implied, including fitness for a particular purpose, merchantability, title or non-infringement, with respect to Equipment that you purchase, or otherwise acquire title to and ownership of, from Virgin Plus. Your Equipment may have a manufacturer’s warranty. Please review any manufacturer’s warranty to understand what protection it offers and how long it lasts. Check the materials provided with Your Equipment for any applicable warranty.
49. How does Virgin Plus limit its liability?
To the extent permitted by applicable law, Virgin Plus's liability for negligence, breach of contract, tort or other causes of action, including fundamental breach, is limited to payment, upon request, for actual and direct damages of a maximum amount of the greater of $20 or an amount equal to the service fees payable during any service outage. Other than the foregoing payment and to the extent permitted by applicable law, Virgin Plus is not responsible to anyone for any damages, including direct, indirect, special, consequential, incidental, economic, exemplary or punitive damages.
50. Are there any circumstances when Virgin Plus has no liability at all?
In addition to the circumstances described elsewhere in this Contract where Virgin Plus has already stated it is not responsible for any claims, losses, damages or expenses, to the extent permitted by applicable law, Virgin Plus is not responsible for any claims, losses, damages or expenses relating to: (a) its entry onto your property to inspect, maintain, repair, relocate or replace any Virgin Equipment; (b) any missed installation or other appointment for any Services; (c) de-installation or removal of the Virgin Equipment; or (d) distribution of content by you or third-parties. More generally, to the extent permitted by applicable law, Virgin Plus will not be responsible for failing to meet obligations due to causes beyond its reasonable control, including work stoppage, labour disputes and strikes (including those involving Our Companies), pandemics, war, terrorism, civil insurrection, any law, order, regulation or direction of any government, failure of the public power grid, unlawful acts, your failure to act in accordance with this Contract, or the act or omission of a telecommunications carrier whose network is used in establishing connection to a point which Virgin Plus doesn’t directly serve, acts of nature and all other force majeure events.
Warranties and Virgin Plus’s Liability
(Applicable to Members in Quebec)
51. Are there any warranties on the Services?
Virgin Plus makes no warranties, representations, claims, guarantees or conditions of any nature, express or implied, including fitness for a particular purpose, merchantability, title or non-infringement, with respect to any Services.
52. Does Virgin Plus issue credits for service outages?
Any credit or refund for any service unavailability or service outage is entirely at Virgin Plus’s discretion.
53. Are there any warranties on Equipment that I purchase from Virgin Plus?
To the extent you may be able to purchase equipment from Virgin Plus and unless otherwise expressly provided for by Virgin Plus in writing, Virgin Plus makes no warranties, representations, claims, guarantees or conditions of any nature, express or implied, including fitness for a particular purpose, merchantability, title or non-infringement, with respect to Equipment that you purchase, or otherwise acquire title to and ownership of, from Virgin Plus. Your Equipment may have a manufacturer’s warranty. Please review any manufacturer’s warranty to understand what protection it offers and how long it lasts. Check the materials provided with Your Equipment for any applicable warranty.
54. How does Virgin Plus limit its liability?
Virgin Plus's liability for damages is limited to payment, upon request, of a maximum amount of the greater of $20 or an amount equal to the service fees payable during any service outage.
55. Are there any circumstances when Virgin Plus has no liability at all?
Virgin Plus will not be responsible for failing to meet obligations due to causes beyond Virgin Plus’s reasonable control, including: (a) any law, order, regulation or direction of any government; (b) work stoppage, labour disputes and strikes; (c) unlawful acts; (d) failure of the public power grid; (e) your act or failure to act in accordance with this Contract; (f) the act or omission of a third party, including a telecommunications carrier whose network is used in establishing connection to a point which Virgin Plus doesn’t directly serve; or (g) acts of nature and all other force majeure events.
Cancelling and Suspending Services
56. How can I cancel my Services?
We’ll be sorry to see you go, but if you need to, you may contact Virgin Plus to cancel some or all of your Services with the date on which you want cancellation to be effective (subject to any minimum subscription periods that may apply to certain Programming). Virgin Plus’s contact information is set out in Section 66.
57. What charges am I responsible for when my Services end?
Upon cancellation, you must pay all amounts owing, including all Fees and applicable taxes for Services which have been provided up to your last date of service. As noted, a minimum subscription period may apply to certain Programming. In addition, to the extent permitted by applicable law, if you cancel a Service that is subject to a Fixed Term prior to its expiration date, or if Virgin Plus cancels for cause your Service that is subject to a Fixed Term, then you must pay Virgin Plus the cancellation charge applicable to that Service set out in your service details or Schedule A (“Cancellation Charge”), plus applicable taxes. The Cancellation Charge is not a penalty; it is an estimate of damages suffered by Virgin Plus as a result of your early cancellation of Services.
58. What if I have a credit balance on my final bill?
For balances equal to or above $10 and under $500 on your final bill, Virgin Plus will mail a cheque to your preferred mailing address within 90 days of the date of that bill. For balances not refunded in this manner, you must contact Virgin Plus to request that we mail a cheque to your preferred mailing address.
59. What happens if my Services are cancelled prior to activation?
If you selected a self-installation option and fail to install or activate the Equipment within the time frame specified by Virgin Plus, Virgin Plus may cancel your order. If you fail to promptly return the Equipment to Virgin Plus in Good Condition, Virgin Plus will charge you the Equipment non-return fees as set out in Schedule A, plus applicable taxes. To the extent permitted by applicable law, if you cancel your order prior to activation of any Service you may be charged a cancellation fee, plus applicable taxes, representing an estimate of damages suffered by Virgin Plus as a result of your failure to activate the Service.
60. Can Virgin Plus suspend or cancel Services?
Yes, at any time Virgin Plus can, without notice and for cause, suspend or cancel any order, the Services in whole or in part (including disconnecting your access to Programming), or disable Virgin Equipment. Cause includes the situations listed below:
a) you breach or fail to comply with any part of the Contract, including if: (i) you fail to pay Virgin Plus in accordance with this Contract, you are late paying any deferred amounts under any payment arrangements with Virgin Plus, or you have previous past due amounts owing to Virgin Plus or a Bell company referred to in Section 22 (see Section 17 if you dispute any Fees that are past due); or (ii) you (or any user, authorized or not) fail to comply with the Responsible Use Policy;
b) or your use of Services is not consistent with your ordinary usage patterns.
In taking any action under this Section 60, Virgin Plus will comply with the Internet Code, as applicable.
61. Can Virgin Plus cancel my Service or my Contract?
Yes. To the extent permitted by applicable law, Virgin Plus can cancel any Service or this Contract upon a minimum of 30 days’ (60 days’ in Quebec) prior written notice to you, including where Virgin Plus ceases to offer a Service to which you subscribe.
62. Do I still have to pay Virgin Plus if my Services are suspended?
Yes. You are responsible to pay for Services (including Virgin Equipment) even while they are suspended. If the reason for suspension has not been resolved within 14 days from the suspension date, Virgin Plus may cancel your Service and recover any Virgin Equipment. If you wish to resume your subscription to any Services, you shall pay any amounts owing and the applicable installation and/or (re)activation fee set out in Schedule A, plus applicable taxes. You are responsible for notifying any third-party providers of services, merchandise or information of the cancellation of the Services or this Contract.
63. Does any part of this Contract continue after cancellation of Services?
Yes. Rights and obligations which by their nature continue beyond cancellation will continue to survive and remain in effect even after the applicable Service or Contract has been cancelled. This includes, but is not limited to, the following sections: Sections 10-13 (Your Information and Communications Preferences), Sections 15-22 (Fees, Billing and Payment), Sections 40, 45 (Virgin Equipment), Sections 46-55 (Warranties and Virgin Plus’s Liability) and this Section 63.
Get More Information/Contact Virgin Plus
64. Is this Contract available in alternative formats?
Yes. You can request alternative formats and find more information about Virgin Plus’s accessibility services through Virgin Plus’s Accessibility Services Centre at virginplus.ca/accessibility, via email at firstname.lastname@example.org or you can call 1 888 999 2321 and ask for the Accessibility Services Centre. To contact the Accessibility Services Centre using a TTY in Ontario: 1 888 RELAY-21 (735-2921), or in Quebec: 1 888 735-2921.
65. Where can I find more information about Internet and TV trial periods for persons with disabilities?
If you (or a member of your household) are an Internet and/or TV member with a disability, you are entitled to a trial period of 30 days to determine if the Internet Services and/or TV Services and related Equipment meet your needs. During any such applicable Internet trial period, your available Internet usage will be equal to the monthly Internet usage of your selected plan. For more information, contact the Accessibility Services Centre (see Section 64 above for contact information).
66. How do I contact Virgin Plus Member Care?
If you have any questions or concerns about your Services or your Contract, we’d be happy to help. Contact us anytime online at virginplus.ca/contactus, or call Virgin Plus Member Care at 1 888 999 2321 between Monday to Saturday from 9 a.m. to 9 p.m. in your province/territory of residence and Sunday from 10 a.m. to 7 p.m. Our mailing address is: 15 Asquith Avenue, 6th Floor, Toronto, Ontario, M5T 1J7.
67. Does Virgin Plus provide tools to help manage my bills?
Yes. Through MyAccount, Virgin Plus provides tools to view your account balance, get an explanation of your charges, make payments and more. Visit virginplus.ca/myaccount to set up your MyAccount.
68. What if I have a complaint that Virgin Plus hasn’t been able to resolve?
If you have a complaint that Virgin Plus Member Care (contact information listed above) has been unable to resolve to your satisfaction, you can contact the Commission for Complaints for Telecom-television Services (“CCTS”): P.O. Box 56067 – Minto Place RO, Ottawa, Ontario, K1R 7Z1. Toll-free: 1 888 221-1687. TTY: 1 877 782-2384. Fax: 1 877 782-2924. Email: email@example.com. CCTS website: ccts-cprst.ca.
69. Where do I find information about the Internet Code and TVSP Code?
Information about the CRTC’s Internet Code and TVSP Code can be found at crtc.gc.ca.
SCHEDULE A: FEES
In addition to the Fees set out in your service details or on virginplus.ca, to the extent permitted by applicable law, you may be subject to some of the following account or service Fees or charges. All Fees and charges are subject to change in accordance with the Contract. All Fees and charges are subject to applicable taxes and are per occurrence unless otherwise specified by Virgin Plus. Additional Fees not set out below may apply depending on the Service ordered. You will be notified of any such additional Fees prior to being charged. Fees may be lower in certain locations, cases or where required by law.
Late Payment Charge
3%/mo. or 42.585%/year
Reactivation Fee (account suspended for non-payment)
NSF / Returned Payment / Pre-Authorized Payment Denial
Paper Bill Reprint Fee
(prorated for any partial month)
Modem Non-Return Charge
SCHEDULE B: RESPONSIBLE USE OF INTERNET SERVICES
Are there any rules regarding my use of Services?
Yes. Abuse or misuse of Services or the Virgin Plus network impacts every subscriber of Virgin Plus and is something Virgin Plus takes very seriously – and which could result in the cancellation of your Contract with Virgin Plus (see Section 60), or lead to criminal or civil charges. Remember that Services include Virgin Equipment. Virgin Plus may modify, remove or disable the software used in Your Equipment so that Your Equipment no longer works or immediately suspend, restrict, change or cancel all or part of your Services or take other necessary protective measures if Virgin Plus has reasonable grounds to believe there is a breach of any of these provisions (by any user, authorized or not). For example, you are prohibited from:
a) using, enabling, facilitating, or permitting the use of any Service for an illegal purpose, criminal or civil offence, intellectual property infringement, harassment (including disruptive, intimidating, annoying or offensive calls/transmissions), or in a manner that would breach any law, regulation or the policies of any Internet host, or cause interference with Virgin Plus’s network operations (including preventing a fair and proportionate use by others);
c) enabling, facilitating or permitting the transmission of unsolicited messages such as spamming or phishing. Virgin Plus may: (i) filter any email determined by Virgin Plus to be spam from your in-box to an anti-spam folder and delete this email; and (ii) set a limit on the number of messages a subscriber may send or receive through email;
d) uploading or downloading, making available, transmitting, posting, publishing, disseminating, receiving, retrieving, storing, linking to or otherwise reproducing, offering, distributing, enabling or providing access to information, software, content, files or other material which: (i) is confidential or protected by copyright or other intellectual property rights without prior authorization of the rights holder(s); (ii) is defamatory, discriminatory, violent, obscene, child exploitation or hate propaganda; (iii) constitutes invasion of privacy, impersonation, forging, appropriation of identity or unauthorized linking or framing; or (iv) is designed to assist users in defeating technological protection measures (like geoblocks, registration and any other anti-theft mechanisms) or in the fraudulent use of telecommunications or broadcasting services;
e) using any Service for anything other than private, personal, family or household use (such as reselling, remarketing, transferring, sharing or receiving any charge or other benefit for the use of any Service);
f) sharing any of your account or authentication credentials (for example, any username or password) that may be used to access any Services with any person that is not currently a resident at your private residence which you listed as your Service Address;
g) attempting to receive any Service without paying the applicable Fees, modifying or disassembling Virgin Equipment, changing any identifier issued by Virgin Plus or a Bell company, attempting to bypass Virgin Plus’s network, or re-arranging, disconnecting, removing, repairing or otherwise interfering with Services, Virgin Equipment or Virgin Plus’s facilities;
h) adapting, reproducing, translating, modifying, decompiling, disassembling, reverse engineering or otherwise interfering with any software, applications or programs used in connection with Services (whether owned by or used under licence to Virgin Plus) for any purpose including “testing” or research purposes; or modifying, altering, or defacing any of the trade-marks, or other intellectual property made available through Services or using any indemnity or intellectual property except for the express purpose for which such intellectual property is made available to you through Services;
i) posting or transmitting any information or software containing a virus, “cancelbot”, “Trojan horse”, “worm” or other harmful or disruptive component or committing any act which may compromise the security of your Internet host, Virgin Plus’s network or any other Virgin Plus subscriber in any way (including analyzing or penetrating a host’s security mechanisms); and
j) using harassing or abusive language or actions, whether verbal, written or otherwise, directed at Virgin Plus employees, suppliers, agents and representatives.
How does Virgin Plus help to ensure fair network access, efficient operation and the responsible use of Services?
Virgin Plus works hard to ensure fair network access to all users and the continuous, efficient operation of the Services. Virgin Plus may manage network resources using methods which include: (a) prioritization or deprioritization of network access; and (b) Internet traffic management practices such as allocation of bandwidth (which may impact speeds), filtering for spam and malicious or illicit content, anti-virus mechanisms or other measures to protect the integrity of the network (such as the blocking of your traffic or other traffic in the event of denial of service attacks), all in a manner consistent with applicable law. For a description of our Internet traffic management practices, please visit virginplus.ca/ITMP.
COMMITMENT TO PRIVACY
- When does Virgin Plus collect personal information? We collect information during the inquiry, activation or purchase process for a product or a service, when we provide service to you (including technical support or during the warranty/repair claims and service process), automatically when you use our products or services or visit our websites, call into a call centre and via security cameras when you shop in one of our corporate retail locations and also from third-parties, such as credit reporting agencies or other third-parties with whom you have had a payment relationship.
- How does Virgin Plus use my Personal Information?We collect information to:
- establish and maintain responsible commercial relations with you and to provide ongoing service;
- try to understand the needs and preferences of our members, and determine your eligibility for products and services;
- recommend products and services to meet your needs;
- develop, enhance, market or provide products and services;
- manage and develop our business and operations; or
- meet our legal and regulatory requirements.
- Can I opt-out of the collection, use or disclosure of my Personal Information by Virgin Plus? Sometimes. You can opt-out of your Personal Information being used for a variety of marketing communications by us, including telemarketing or addressed marketing mail, or commercial electronic messages like emails and SMS messages. But where your Personal Information is reasonably necessary to provide you with the services you requested or the operation of our network, you cannot continue to use the services and opt-out of the collection, use and disclosure of your Personal Information because it is a condition of service. In these circumstances, you must terminate your services to stop the collection, use and disclosure of your personal information.
- Questions or concerns about our privacy practices? If you still have unresolved privacy concerns you can contact us at virginplus.ca/contactus. If a service representative cannot address your concerns to your satisfaction, contact the Virgin Plus Privacy Office at:
160 Elgin St., Ottawa ON K2P 2C4 or by email at firstname.lastname@example.org.