Ezeetel

1 - Definitions (what we mean)

Services: Voice, Team Chat, Webchat, Online Bookings, SMS Messaging, AI Agents (voice and chat), WhatsApp integrations, and related software, APIs, devices, and platforms.
Customer Data: Content and information generated through the Services (calls/records, chat transcripts, bookings, SMS/WhatsApp logs, AI transcripts).
Authorized Users: Individuals you allow to use your account.
Third-Party Services: Platforms and carriers we rely on (e.g., WhatsApp, mobile carriers, SMS aggregators, AI providers).

2 - Accounts & Eligibility

You must create an account with accurate, current info and safeguard your logins.
If you use the Services for a company, you confirm you’re authorized to bind that company.
You are responsible for all use on your account and any numbers assigned to you.

3 - Proper Use (acceptable use)

Do not use the Services to: send spam/robocalls; harass, impersonate or abuse others; violate telecom/privacy/data laws; send bulk SMS/WhatsApp without valid opt-in; deploy AI deceptively; distribute malware or attack networks.

We may suspend or terminate for violations.

4 - Fees & Payment (how billing works)

Pricing: As per your plan, order form, or Schedule A.
Billing Cycle: Billed monthly in advance and charged on the 2nd of each month via credit card or direct debit.
Non-refundable Non-refundable except where expressly stated.
Late/failed payments: We may suspend or downgrade service until resolved. We may bill more frequently if your balance exceeds $100.

Legacy billing specifics that remain in force (Voice/Calling):

Dispute window: You must notify us of billing disputes within 7 days of invoice; otherwise deemed accepted.
Taxes & fees: HST/GST/PST and applicable telecom fees are added.
Admin fees: $35 CAD suspension, $35 CAD reactivation; $25 NSF/refused payment; $50 admin for chargebacks or accounts sent to collections.
Interest on overdue: 2% per month (24% per annum) on outstanding balances.
Long distance rating: Calls billed in 6-second increments; minimum 30 seconds where answer supervision occurs (incl. voicemail/PBX). If no answer supervision, billing starts at 40 seconds after dial unless caller hangs up.
Unlimited bundles (Voice):
- Canada unlimited excludes Yukon, Northwest Territories, Nunavut.
- North America unlimited excludes Hawaii, Alaska, and the above Canadian territories.

5 - Term, Renewal & Cancellation

Term: Minimum one (1) year unless otherwise stated in Schedule B.
Renewal: Auto-renews annually unless 30 days’ written notice of non-renewal is provided.
Customer cancellation: 30 days’ notice. Early termination fees may apply (see next section).

6 - Early Termination Fee (ETF)

If you cancel before the end of the term, you pay the lesser of:

the remaining monthly fees due for the balance of the term; or
three (3) months of service fees.
We may waive ETF at our discretion.

7 - Number Porting Policy (LNP)

We included your full policy and streamlined it for clarity.

7.1 Our commitment & third-party dependence

We’ll use reasonable efforts to process number port-in/out requests when practicable and when you complete all required steps. Porting relies on third parties outside our control (losing/winning carriers, The Campaign Registry data, etc.). We are not liable for delays/failures caused by third parties or for any allegedly unauthorized port by a third party.

7.2 Port-In to Ezeetel (bring your numbers)

Submit an LNP request during onboarding or later, with all required documents (e.g., Letter of Authorization/Agency (LOA), recent bill copy, correct CSR data).
For bulk ports from the same provider account, contact [email protected] and follow instructions.
Porting requires precise data matching. Timing depends on your cooperation and third-party actions.

7.3 Port-Out from Ezeetel (to another provider)

Follow your new provider’s instructions; provide all info they request and any info we reasonably request.
Completion timing depends on you and third parties (including the gaining provider).
We cannot guarantee to stop an unauthorized port-out, retrieve a number once ported, or port it back in.

7.4 Accuracy & Compliance

You warrant that all porting information (including LOA details) is true, accurate, current. You will not engage in fraudulent conduct, “slamming,” or changes of service provider without proper consent. You will follow all Laws and carrier rules.

7.5 Release of Numbers

If your account/line is terminated or cancelled, numbers not ported out may be released. You are solely responsible for porting numbers to a new provider before termination/cancellation.

8 - Service Provision & Limitations (what to expect)

We operate as an independent provider and supply service where commercially reasonable and available.
We may decline or limit service for (without limitation): outstanding payments, failure to provide requested credit info/deposit, or locations outside our current footprint (we may offer partial service at different pricing).
Access to special numbers: certain premium numbers (e.g., 900/976) may not be reachable.
Maintenance/interruptions: Service may be interrupted for maintenance, upgrades, repairs, outages, power failures or Internet issues. We don’t guarantee uninterrupted service.
Out-of-country use: Using Services outside Canada may be restricted or unlawful; we may limit access from selected countries.
No traditional PSTN: VoIP differs from legacy PSTN (see 911).

9 - Service Requirements (what you need)

Reliable high-speed Internet (cable/DSL/ethernet/Wi-Fi/cellular data) — not provided by Ezeetel.
Ezeetel-provided or compatible devices/softphones/mobile apps.
Typical bandwidth: ~80 kbps per voice call (up/down). eFax may require up to ~90 kbps.
You’re responsible for routers, LAN, firewall rules, QoS, and any third-party software updates.
We may update technical requirements; older equipment/software may become unsupported.

10 - Hardware & Equipment

Ownership: Purchased gear becomes yours; leased/“free” hardware remains Ezeetel’s property (often $0 lease).
Risk of loss transfers on shipment/delivery; you’re responsible for safe use.
No tampering: Do not alter device identifiers or attempt factory resets/unlock. Devices are locked to our network; tampering may be treated as theft and reported.
Returns/Replacements:
- Returns are at your expense; equipment must be in resalable condition in original packaging (refurb fees may apply).
- Standard 1-year manufacturer warranty unless you buy an Extended Warranty (starts 30 days after purchase).
- For replacements, return defective gear at your expense with an RMA (when provided).
- For trial gear, return within 30 days after the promo period ends; otherwise fees may apply.
- Leased/“free” hardware must be returned when services end; otherwise we charge MSRP to the card on file.

Bring-your-own (BYO) equipment:

BYO may require extra configuration billed at our rates.
Your BYO gear must not harm our network or others.
You’re responsible for reprogramming, reconfiguration, and any losses caused by inability to do so.

11 – SMS & 10DLC (U.S. messaging compliance)

All U.S. A2P SMS must comply with 10DLC.
You must register brand & campaigns with The Campaign Registry (or provide info for us to register), maintain accurate details, obtain valid opt-in, and honor STOP/HELP.
Carriers may block/filter non-compliant messaging.
Carrier fines/fees/ surcharges for your traffic are passed through to you and are payable under normal terms. We may suspend messaging immediately for violations.

12 – WhatsApp Integration (Meta policy)

You must comply with WhatsApp Business Policy and template approvals.
Opt-in/opt-out rules apply.
We are not liable for delivery failures, rejections, or policy enforcement by Meta/carriers. Fines or costs due to your misuse are passed through to you.

13 – AI Agents (voice & chat)

AI can be wrong or incomplete. Do not rely on AI for legal/medical/financial advice. You’re responsible for training data, supervision, compliance disclosures (when required), and safe use.

14 – 911 Emergency (VoIP differences)

VoIP 911 is not identical to traditional E911. Your 911 call is routed to a national emergency call center that confirms your location and transfers to local responders.

Keep your service address current in our 911 records; if you can’t speak, dispatch uses your last registered address.
911 will not work during power/Internet outages or if your broadband/Wi-Fi/mobile data is down. After outages, you may need to reset your device/app.
Inform everyone at your location about these differences.
Do not test 911. In an emergency, call 911, clearly state your location, and do not hang up until told.

15 – Intellectual Property (who owns what)

We (and our licensors) own the platform, software, UI, docs, and branding.
You get a limited, non-transferable license to use them while subscribed.
You own your Customer Data and grant us permission to process/store it to deliver and improve Services.

16 – Support & Service Levels

Target uptime: 99.9%, excluding planned maintenance and external outages.
Business-hours support unless your plan states otherwise.
We may change or improve features, without materially reducing core functionality.

17 – Privacy & Identity Protection

We respect your privacy. We collect and use personal information per our Privacy Policy (posted on our site).
We may share limited info (e.g., name/number/address) with carriers/vendors when needed to deliver service, comply with law, or ensure safety.
We may disclose info if required by law, to prevent harm, to collect debts, or to evaluate creditworthiness (as allowed).
The Services use the public Internet and third-party networks; absolute privacy cannot be guaranteed.

18 – Termination (by us or by you)

By Ezeetel: We may terminate or suspend (with or without notice) for non-payment, credit failure, fraud/abuse, legal order, policy violations (including fair use/anti-spam), threats to our network, or other serious issues. Reconnection may require fees and we cannot guarantee the same numbers/codes.

By You: You can cancel by contacting Customer Service and completing our cancellation process. Recurring fees are not prorated; usage, disconnect and other applicable fees still apply. You remain responsible until the effective termination date (and during any transition). Return leased hardware at your expense.

19 – Warranties, Disclaimers & Limitation of Liability

Services/devices are provided “AS IS” without warranties (including merchantability/fitness/accuracy).
We are not liable for indirect, incidental, special, consequential, punitive, or reputational damages, or loss of data/opportunity.
Total liability cap: the fees you paid in the prior 6 months.
No claim may be brought more than 1 year after the event giving rise to it.
We’re not responsible for third-party acts/omissions, force majeure, or your home/office networking.

20 – Indemnification (if we get dragged into your issue)

You agree to defend, indemnify, and hold Ezeetel harmless from claims/costs (including legal fees) arising from: your law violations, misuse of the Services, injuries/damages connected to your use, or IP claims related to your data/systems.

21 – Force Majeure (events beyond control)

Except for payment obligations, neither party is liable for delays/failures due to events beyond reasonable control (e.g., disasters, war, strikes, power/cable cuts, third-party outages). If such events last 45+ days, either party may terminate affected items.

22 – General (legal housekeeping)

Regulatory & Amendments: We may update Terms or pricing (per plan rules) to comply with law or improve service; notice is posted on our site and/or sent via email/bill insert.
Severability: If one clause is invalid, the rest still applies.
Assignment: You may not assign without our consent (except certain corporate transactions with notice). We may assign to affiliates/successors.
No Waiver: Not enforcing a right isn’t a waiver of it.
No Third-Party Beneficiaries: These Terms create no rights for others.
Governing Law & Venue: Ontario, Canada laws; Ontario courts have exclusive jurisdiction.
Contact: [email protected] • 2250 Bovaird Dr E, Brampton, ON L6R 0W3.