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Arrow will provide the user named above with access to the High Speed Internet Service provided by Arrow on these terms. By using the Arrow Internetservices, you accept these terms.
LENGTH OF CONTRACT
The Customer hereby agrees to purchase; and Arrow Technology Group (Arrow Internet) agrees to provide High Speed Wireless Internet Service (Herein referred to as the “Service”). The Customer agrees this agreement will automatically renew month to month unless we receive a request to cancel the Service from the Customer. The Customer agrees that if the contract is terminated by the Customer that the subscriber unit will be returned to Arrow or the Customer agrees to pay a fee of $500.00.
CHARGES FOR ARROW SERVICES WITHSTANDING ADDITIONAL CHARGES
The billing period covers the first day through the last day of the month. The bill will be generated on the first of each month and will have a due date of the 23rd of each month. A late fee of 2% of the total due will be assessed if the account is not paid in full within 60 days of the balance due. Accounts not paid in full by the 23rd of the following month will be disconnected. If the account is disconnected for non-payment, the account must be paid in full before Services may be reconnected.
INVOICES
All monthly invoices will be sent to your primary email account listed on your service contract or mailed to your address provided at the end of each month.
PAYMENT
All monthly services can be paid by Cash, Cheque, Money order, call credit card, online banking or e-transfer. (more information on this process can be found in the welcome package)
INTERRUPTION OF SERVICE
Arrow Internet is committed to providing you with the best service 24 hours per day. However, the Company does not guarantee uninterrupted Service and does not guarantee error-free Service. The Customer agrees Arrow Internet is not responsible to the Customer for Service problems not within the control of Arrow Internet. The Customer understands that there will be times when the Service needs adjusting. There will be periods of time periodically that the Service will temporarily be interrupted. Arrow Internet is not responsible for trees growing and blocking the signal after the equipment is installed. Keeping foliage out of line of sight of the receiver is the responsibility of the Customer.
RECONNECT FEE
In the event that the Service is disconnected for non-payment of the Customer’s account, the Customer agrees to pay a reconnect fee of $5.00. If payment is not received by the due date, the service will be terminated 25 days after the due date of the invoice and will be reconnected when payment and reconnect fee are received.
EQUIPMENT OWNERSHIP (Equipment Provided by Arrow Technology Group)
Arrow will provide the subscriber module unit radio (outside the home equipment), the Ethernet cable and power unit to power the subscriber module and technical assistance in configuring TCP/IP software. This equipment remains the property of Arrow internet. The Customer agrees that all equipment will remain the property of Arrow unless provided otherwise herein. The Customer agrees therefore not to sell, transfer, lease, or assign any interest in or mortgage or encumber all or any part of the equipment provided by Arrow Technology Group. The Customer hereby agrees to pay Arrow Internet the full cost of repair and/or replacement if damage occurs that is not the fault of Arrow Internet. Any equipment addition equipment provided by Arrow Internet for the installation such as tripods that are mounted are owned by Arrow Internet and it is the Customers responsibility to electrically ground such equipment if the Customer deems it necessary.
If you ask Arrow to return and reconfigure your computer, initial connectivity to the Internet, and/or configure TCP/IP software, Arrow will charge a service fee of $85 plus tax per hour.Arrow may provide, if purchased through Arrow, and configure a home router to share the service in your home as required. This router will remain the property of the customer and will only be supported for 6 months from the date of purchase by Arrow. Arrow supplies the router as a convenience service only as our technical staff are trained in the setup of these devices and to make the installation of internet services for all computers in the home convenient for the customer.Arrow's primary objective is to provide internet service, not home networking service. All onsite technical support requested by the customer is billed out at a rate of $85.00+GST/hour or portion thereof.
WARRANTY
An initial 30 day money back guarantee on your installation fees if the service either does not work reliably or does not meet your expectations is offered.
Arrow Technology Group does not warrant uninterrupted use or operation of the equipment or services.
BACK-UP REQUIREMENTS
The installation, use, inspection, maintenance, repair and removal of the equipment may result in service outages or potential damage to your computer. The Customer agrees to back-up all existing computer files by copying them to another storage medium prior to installation of the equipment. The Company shall have no liability whatsoever for any damage to, loss, or destruction of your software, files, or data.
VIRUS PROTECTION
Virus protection is the responsibility of the Customer. Arrow will assume no liability for virus infection as a result of using the internet. The responsibility for virus detection and removal will be the responsibility of the Customer.
TERMINATION
You may terminate this agreement at any time by notifyingArrow Technology Group of the date you want the cancellation to be effective. If you cancel your service, you remain responsible for any applicable cancellation charges and for all amounts chargeable to your account up to the time the service is cancelled. Any recurring charges that were billed at the beginning of your billing cycle or any credit balance under five dollars will not be refunded when your service is cancelled. If you want the services reconnected after cancellation, a reconnection fee may apply.
The Customer agrees that the service will be terminated by Arrow Internet for any of the following reasons:
- Non payment
- Illegal activity
- Activity which disrupts the service
- Activity which affects the Company’s equipment
- Altering or relocation the Company’s equipment
RETURN POLICY
If Arrow is unable to connect your premise for high speed internet service for any reason or you decide not to become connected to the internet service through Arrow prior to the technicians attending upon your residence we shall refund you within 10 business days.
If you receive a defective product, please contact Arrow to arrange for an exchange or refund. We aim to replace any defective items with replacements. If this is not possible we shall refund you within 10 business days. Exchanged items will only be sent after we have received the defective item back from you in its original packaging at your own cost. Please consult our contact details for the return address.
SECURITY
The Customer agrees not to use the equipment or services or allow use of the equipment or services, directly or indirectly to:
- Invade another person’s privacy: post, transmit, distribute or disseminate content which is unlawful, threatening, abusive, libelous, slanderous, defamatory or otherwise offensive or objectionable; post, transmit or disseminate objectionable information withstanding without limitation any transmissions consisting or encourage conduct that would constitute a criminal offence or give rise to civil liability or otherwise violate any municipal, federal or international law, order or regulation.
- Alter, modify, tamper with or relocate the equipment and or services without prior notification to the Company.
- Restrict, inhibit, or otherwise interfere with the ability of any other person to use or enjoy the equipment, services or the internet withstanding without limitation, posting or transmitting of any information or software which contains a virus, lock, key, bomb, worm, Trojan horses or other harmful or debilitation feature; or generating levels of traffic sufficient to impede others ability to send or retrieve information.
- Disrupt Arrow network nodes or network services
- Resell Arrow and/or resell internet services using Arrow primary service.
LIMITATION OF LIABILITY
The Customer hereby requests that the Company install any and all equipment and/or software required in order to receive the service. In allowing the Company or its technicians to enter the Customer’s premises, and by the signing of this form, the Customer agrees that they do hereby release Arrow of the following:
Any claims, liabilities, losses, indirect or direct damages, whatsoever related to the Customers use of the service provided by the Company unless caused by proven negligence of the Company. The Customer agrees this will include but not be limited to any damages, loss of profits, business loss, and loss of expected savings, loss or damage to the Customer’s hardware, software, files, or data or any other direct or indirect loss of the Customer.
In addition, the Customer acknowledges and accepts that from time to time a contractor hired by Arrow may install all equipment and/or software required in order to receive service. Arrow will not be responsible for any loss, damage or inconvenience caused on behalf of the independent contractor to the Customer or the Customer’s premises.
ENTIRE AGREEMENT
Nothing said by any technicians/contractor on our behalf should be understood as a variation of these terms and conditions. We shall have no liability for any such representation being untrue or misleading. The content of this agreement and the quoted installation fee, internet service pricing may change with 30 days’ notice and the price of hardware/software may change at any time without notice.
AGREEMENT TO BE BINDING OF CUSTOMER AND COMPANY
The Customer acknowledges that it has read and understands this agreement and that it includes limitations of liability. The Customer and Arrow Technology Group agrees to be bound by the terms and conditions of this agreement. This agreement shall be binding upon the heirs, executors, administrators and assigns of the parties hereto.
PRIVACY
Any personal information that we ask you to provide is collected in compliance with section 32(c) of the Alberta Freedom of Information and Protection of Privacy (FOIPP) Act. The information is used only for the purpose it was collected or for a consistent purpose. Further, we keep the information only for the length of time necessary to fulfill the purpose for which it was collected. Transaction information is collected, stored and used only in non-identifying form. Additional Privacy Agreement attached.
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Arrow Technology Group
Santa Fe Plaza - 18236 102 Ave
Edmonton, Aberta T5S 1S7
Phone: (780) 701-4050
Fax: (780) 451-6050
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