Our service agreement, in plain English.

Section 01

The agreement between us

1.1 What this agreement covers

This document, along with any policies we link to, is the full agreement between you and Netcrawler. There’s nothing hidden somewhere else.

1.2 When it kicks in

This agreement takes effect the moment you place an order. Whether you’ve activated service yet or not, by ordering you’re agreeing to everything below.

If you don’t agree with these terms, please don’t order or use the service.

Section 02

No contract, no commitment

2.1 Month-to-month, always

There’s no contract. Your service runs month-to-month, so you can cancel any time without a penalty.

Because there’s no contract, we don’t lock in pricing, promotions, or specific plans for any set length of time — unless we tell you otherwise in writing.

Section 03

How billing works

3.1 Your card on file

You authorize us to charge the credit card on your account every month. To keep the service running, we need a valid card on file at all times.

3.2 When we charge you

• First charge: when you sign up
• Second charge: 20–35 days after activation
• Then: once a month, on the same cycle

3.3 Other fees you might see

Beyond your monthly plan, you may see charges for things like installation, shipping, service calls, suspension and reconnection, or equipment. These are listed in Appendix A so you can see exactly what to expect.

3.4 What happens if a payment is late

If a payment doesn’t go through and your account becomes past due, late fees and enforcement steps kick in automatically:

To get a disconnected account running again, you’ll need to pay the unpaid balance plus the $30 in fees ($10 + $10 + $10) before we can reconnect you.

If a balance stays unpaid, we may suspend, disconnect, or hand the account over to collections. We’d rather not, so please get in touch if you’re having trouble paying — we’ll work with you where we can.

Section 04

Service availability and speeds

4.1 We can’t guarantee perfect uptime

We do everything we can to keep your service running smoothly. But sometimes things happen that are outside our control — power outages, third-party network issues, severe weather, or maintenance work. When they do, your service may slow down or go offline.

4.2 Service credits

If something goes wrong, we may issue a service credit. Credits aren’t automatic — we review them on a case-by-case basis.

4.3 If activation takes a bit longer

We always try to get you online fast, but activation timelines can shift depending on the network we’re working with. We don’t issue credits for activation delays.

4.4 About WiFi speeds

To check your real internet speed, the test needs to be done over a wired connection — that’s the only way we can see what your line is actually delivering. WiFi is a different story. The speed you get over WiFi is shared across every device on the network, and it’s affected by things like walls, distance from the router, interference from other electronics, and the age and capability of the device you’re using.

A wired speed test is the only way we determine whether there’s a real service issue. By using our service, you understand that WiFi is provided on a best-effort basis.

Section 05

Your equipment

5.1 It belongs to us

The modem, router, and any accessories we send you stay our property. You’re renting them from us — they’re not yours to keep.

5.2 Returning it when you’re done

When you cancel or your service ends, please send the equipment back within 10 days.

5.3 The return shipping fee

Every equipment return comes with a flat $30 return shipping and handling fee. This covers the prepaid label and processing.

This fee applies in every case — whether you’re cancelling, moving, switching providers, or sending equipment back for any other reason. It’s mandatory, non-refundable, and we can’t waive it.

5.4 If equipment doesn’t come back, or comes back broken

If you don’t return the equipment, or it shows up damaged or unusable, we’ll charge for replacement.

5.4.1 Replacement and non-return charges

The same charges apply whether the equipment isn’t returned at all or comes back damaged:

• Modem replacement or non-return: $180
• Router replacement or non-return: $80
• Modem & Router Combo replacement or non-return: $225

We’ll charge the card on file. These apply even after cancellation.

Section 06

Installation and service visits

6.1 What installation costs

Depending on the network and how you choose to get connected:

• Self-installation: Free
• Bell DSL installation: Free
• Cogeco installation: $59
• Rogers Network installation, including Shaw: $59
• Bell Fibre installation: $150

Once we’ve started provisioning or sent a tech, the installation fee is locked in and non-refundable.

6.2 Service calls

If you need a tech to come out within the first 30 days of activation, we treat that visit as part of your installation, so the installation fee from above applies.

After 30 days, all service calls are completely free — no charge, no questions.

We make the call on what’s causing a service issue.

6.3 Moving your service

If you’re moving and want to bring Netcrawler with you, there’s a $25 move fee.

Section 07

What we ask from you

While our equipment is in your home, please:

• Take care of it like you would your own
• Use the service the way it’s meant to be used
• Don’t damage the network, tamper with the equipment, or modify it

If something gets broken because of misuse or tampering, you’ll be responsible for the cost.

Section 08

Acceptable use

8.1 For your home

Our service is for your home — for you, your family, and the people who live with you. It’s not designed for running a business, reselling, or sharing across multiple addresses.

8.2 A few things we ask you not to do

• Don’t resell or redistribute the service
• Don’t use it for anything illegal
• Don’t do things that hurt the network for other customers
• Please be kind to our team — we’re real people doing our best to help

Section 09

Changing plans and promotions

9.1 Switching plans

You can change your plan whenever you want. The new plan will go into effect at the current pricing — whatever the new plan costs at the time you switch.

9.2 Heads up: switching can drop your promo

If you’re on a promotional rate and you change your plan, the promotion comes off your account right away. Once it’s gone, we can’t add it back.

9.3 Promos are for new customers

Our promotional pricing is reserved for brand-new accounts — it’s our way of saying welcome.

After 30 days from activation:

• Your account moves to standard pricing and isn’t eligible for new-customer promotions
• If you see a promo on our website, we can’t apply it to your account
• We can’t apply promotions retroactively

Each promotion is one-time use, can’t be transferred to another account, and can’t be reused once it’s expired or come off.

9.4 No gaming the system

We have to be strict about this so we can keep prices fair for everyone. We may deny, revoke, or adjust promotional pricing if someone:

• Cancels and re-signs up to get the new-customer rate again
• Opens multiple accounts at the same address
• Switches plans repeatedly to chase promotional pricing

Section 10

Cancellation

10.1 Cancel any time

You can cancel whenever you want. No penalty, no convincing required.

10.2 When cancellation takes effect

Your cancellation is effective when we process it. Returning the equipment is a separate step — and still required even after the service ends.

10.3 Refunds and shipping rules

If you cancel partway through your billing cycle, we’ll refund you for the unused days.

That said, the following fees aren’t refundable — they apply even if you cancel right after activation:

• Installation fees
• Outbound shipping fees
• Return shipping fees

When you ship the equipment back, you have to use the prepaid return label we provide. We can’t accept equipment sent through other carriers, with other labels, or dropped off in person at any of our locations. If equipment doesn’t come back through our return label, we may not be able to process it — and you’ll still be responsible for the equipment and shipping charges.

If you cancel, the $30 return shipping fee applies. There are no exceptions, and we can’t refund, credit, or waive it — even if you cancel within hours of activation.

Section 11

When we may suspend or end service

We may suspend or end your service without notice if we have to, including for:

• Non-payment
• Using our service to break the law
• Abusing or harassing our team — including racist, discriminatory, or otherwise hateful behaviour
• Protecting the network or other customers

Our team treats every customer with respect, and we expect the same in return. Anyone who crosses that line will be cut off — no warnings, no second chances.

Section 12

What we’re not responsible for

We hate that this part has to sound legal, but it’s here to set clear expectations on what we can and can’t take responsibility for.

Netcrawler is not liable for:

• Indirect, incidental, special, punitive, or consequential damages
• Loss of income, revenue, business, or profits
• Failures, outages, or limitations of third-party networks, including upstream wholesale providers
• Any out-of-pocket expenses, costs, or losses you incur because of a service interruption, slowdown, or outage — including alternative internet, mobile data charges, missed work, or third-party service fees

To the maximum extent permitted by applicable law, Netcrawler is not liable for any property damage, personal injury, illness, or loss arising out of, related to, or resulting from the installation, use, misuse, malfunction, or operation of Netcrawler equipment or services, whether by you or any other person. Use of our equipment and services is at your own risk.

You also agree to indemnify and hold Netcrawler harmless from any claim, demand, or action brought by a third party arising out of your use of the services or equipment.

Section 13

Your privacy

We collect and use personal information in line with Canadian privacy laws. For the full picture on what we collect, why, and how we keep it safe, see our Privacy Policy.

Section 14

Updates to this agreement

We may need to update this agreement from time to time — for things like new services, regulatory changes, or just to make something clearer. When we do, the new version takes effect once it’s posted, and continuing to use the service means you’re good with the changes.

If at any point you’re no longer comfortable with our terms, the answer is simple: please cancel your service and send our equipment back. All standard fees still apply — including the return shipping fee, any equipment charges, and any outstanding balance on the account.

Section 15

A few last things

15.1 If we don’t enforce something right away

If we don’t immediately enforce a part of this agreement, that doesn’t mean we’ve given up the right to enforce it later.

15.2 Severability

If any provision of this Agreement is determined to be invalid, illegal, or unenforceable, that provision shall be modified to the minimum extent necessary to make it enforceable, or, if not possible, severed from the Agreement.

All remaining provisions shall remain in full force and effect and continue to be binding and enforceable.

15.3 Transferring this agreement

We may transfer or assign this agreement at any time without notice. You can’t transfer it to someone else without getting our written approval first.

Appendix

Appendix A — Fee summary

Everything in one place. All fees are in Canadian dollars.