Preamble

This Preamble forms an integral part of this Agreement.

Please read this document carefully. It constitutes a legally binding contract between Bravo Telecom and you (the “Customer”).

By entering into this Agreement, you confirm that you have reached the age of majority and therefore have full legal capacity to be bound by its terms.

The terms and conditions set out below apply to all services covered by this Agreement. In the event of any inconsistency between these terms and applicable CRTC regulations, the CRTC regulations shall prevail.

The current version of these terms is available at www.bravotelecom.com or may be obtained by contacting customer service at 514-227-4647.

This Agreement takes effect upon acceptance and remains in force until terminated by either party in accordance with its terms.

Where the Agreement has been entered into for a fixed term and the Customer does not request renewal for a new term of more than 60 days, it will automatically renew on a month-to-month basis at the then-current rates. The Customer may cancel at any time thereafter, subject to payment of any outstanding monthly charges.

Contract Amendments

For month-to-month agreements, Bravo Telecom may amend pricing at any time by providing at least 30 days’ written notice to the Customer’s email address on file, clearly identifying both the current and new pricing.

The Customer may reject any such amendment and request cancellation of their subscription by notifying Bravo Telecom in writing no later than 30 days after the amendment takes effect.

If the Customer does not object within that period, they will be deemed to have accepted the amendment.

Payment Methods

By providing a credit card, pre-authorized debit, or other payment method, the Customer expressly authorizes Bravo Telecom to charge all applicable fees to that payment method. If payment is not received, the Customer agrees to settle any outstanding balance upon receipt of a notice of arrears sent to the email address on file. Services may be suspended pending payment of overdue amounts.

Article 1 — Definitions

For the purposes of this Agreement, the following definitions apply:

1.1  Your Address: the premises at which the equipment is installed and services are provided.

1.2  You / Customer: an individual or legal entity subscribing to one or more Services for personal or professional use.

1.3  Equipment: any hardware or software supplied, loaned, rented, or sold to the Customer by Bravo Telecom, or Customer-owned equipment approved under these terms.

1.4  Service: one or more Internet access, television, and/or telephone services provided under this Agreement pursuant to the selected plan. Bravo Telecom does not guarantee a consistent maximum speed; actual speeds are variable based on the technical conditions described in Article 4.

1.5  Rates: the monthly fees payable for Bravo Telecom services as published on the website and order confirmation, exclusive of applicable taxes.

1.6  Carrier: any third-party network owner through whose infrastructure services are delivered.

1.7  ITP (Internet Traffic Policy): Bravo Telecom’s internet traffic management policy, as described in Article 8.

1.8  Compensatory Indemnity

Upon cancellation, any leased equipment must be returned within 15 days for residential accounts and 30 days for business accounts. Failure to return equipment within these deadlines will result in the Customer being charged the replacement value of each item.

Equipment returned incomplete, damaged, or in a condition inconsistent with normal wear will also be charged at replacement cost.

Equipment Item	Replacement Value	Account Type
Residential Accounts
Modem (residential)	$70	Residential
Basic router	$40	Residential
Telephone adapter	$100	Residential
Mesh router / unit	$60	Residential
Mesh router (3-pack)	$159	Residential
Bravo TV stick	$65	Residential
TV box remote control	$25	Residential
Power cable (any model)	$15	Residential
Business Accounts
Pro Cable Gateway	$100	Business
Pro Wi-Fi 6 router	$120	Business
HD IP adapter	$100	Business
Mesh Wi-Fi pod	$120	Business

Article 2 — Scope of Services

Services provided under this Agreement are for the exclusive use of the subscribing Customer, who bears full responsibility for their use.

2.1  Acceptable Use

By using Bravo Telecom services, the Customer agrees to comply with all applicable Bravo Telecom policies, including the Acceptable Use Policy. The Customer agrees to provide accurate, complete, and current personal information and to update it as needed.

Bravo Telecom shall not be liable for any obligations or charges arising from any breach of this Agreement by the Customer or by any third party using the Customer’s account.

Residential service is intended exclusively for use by the Customer and members of their household. Account credentials may not be shared with or transferred to others. The Customer must notify Bravo Telecom of any unauthorized use of their account.

Bravo Telecom assumes no liability for any interference with or interruption of security alarm systems.

2.2  Customer Obligations

By using Bravo Telecom services, the Customer agrees not to:

• Defame, harass, stalk, threaten, or violate the legally recognized rights of others, including the rights of minors and rights to privacy and image;
• Post, transmit, or distribute inappropriate, defamatory, obscene, indecent, or unlawful material;
• Post, transmit, or link to any software or content containing viruses, malware, or other harmful components; distribute illegal content of any nature, including child exploitation material, or content that is hateful, threatening, racist, ethnically offensive, or defamatory, or that encourages any unlawful activity;
• Use email services to post, transmit, or facilitate chain letters, spam, or unsolicited mass messages, including surveys, contests, or pyramid schemes; forge or otherwise manipulate identifying information to conceal the origin of transmitted content;
• Upload, post, transmit, reproduce, link to, or distribute in any way information, content, or software obtained through the Service that is protected by copyright or intellectual property rights, without prior authorization from the rights holder;
• Use the telephone service outside of Canada; if the Customer accesses or uses the service from outside Canada, they do so at their own risk, including the risk of violating local laws or regulations, and remain solely responsible for all such use;
• Use the television service for commercial or business purposes. The television service is a residential-only offering; unauthorized commercial use will result in immediate termination without notice.

The Customer agrees to provide reasonable access, during normal business hours, to a duly authorized Bravo Telecom representative to install, inspect, repair, or service equipment at the service address.

Article 3 — Bravo Telecom’s Responsibilities

As a reseller, Bravo Telecom undertakes a best-efforts obligation; it does not guarantee specific outcomes.

Notwithstanding the foregoing, Bravo Telecom commits to:

• Issue a prorated service credit for any installation delay beyond the estimated date communicated to the Customer, provided such delay is attributable to Bravo Telecom and not to carrier constraints or inaccessibility of the service address;
• Issue a prorated service credit for any service interruption exceeding 48 consecutive hours;
• Comply with any judgment rendered by a competent court following unresolved disputes.

Service Credit Calculation — Outages Exceeding 48 Hours

Credits are calculated as follows:

Calculation Formula	Example
Monthly plan rate ÷ 30 × number of days of interruption	Solo plan at $45/mo — 3-day outage: $45 ÷ 30 × 3 = $4.50 credit applied to next invoice

Credits must be claimed by the Customer within 14 days of service restoration, by email to sac@bravotelecom.com. Credits apply solely to the interrupted service and do not extend to indirect or consequential losses (lost wages, personal equipment, cancelled appointments, etc.).

Article 4 — Internet Service

Network and Technology: Bravo Telecom’s Internet service combines fibre optic and coaxial cable infrastructure, subject to availability at the service address.

Speed: Advertised speeds represent the maximum theoretical speed available at the Customer’s address. Actual speeds vary and are affected by factors including the router, technical configuration, number and type of connected devices, personal usage, environmental conditions, network congestion, the server accessed, simultaneous television service use (where applicable), and other variables.

Equipment: The use of a modem not supplied by Bravo Telecom is not permitted, in order to maintain consistent service quality. Customers may use their own router; however, technical support for customer-owned equipment is not available.

Article 5 — Television Service

Network and Technology: The television service is delivered via Internet Protocol (IPTV) in high-definition. It requires an active Bravo Telecom Internet subscription with a minimum speed of 60 Mbps.

Eligibility: The television service is available exclusively to residential customers. Business customers are not eligible to subscribe.

Programming: Content offerings are subject to change at any time without prior notice.

Equipment: Customers may use their own Google TV- or Fire TV-certified compatible device. Customers may also purchase a Google TV box from Bravo Telecom, subject to the manufacturer’s warranty described in Article 13.

Article 6 — Telephone Service

Network and Technology: The telephone service is delivered via Voice over Internet Protocol (VoIP) and requires an active Internet connection. Service availability is subject to access and technology at the Customer’s address.

Phone Number: The Customer may select a new telephone number or port an existing number, subject to the approval of the previous service provider.

Included Minutes: Unlimited local calls to the area served by the assigned number are included. Long-distance calls to destinations within Canada and the United States (excluding the Caribbean) are also included.

Equipment: The Customer is required to use the telephone adapter supplied by Bravo Telecom to ensure service quality and interoperability.

Article 7 — 911 Emergency Service

The Customer acknowledges, understands, and accepts that:

• VoIP telephone service is not equivalent to traditional landline telephone service;
• VoIP and 911 dialing will not function during an Internet outage or a service suspension due to non-payment;
• The Customer is solely responsible for ensuring the accuracy of the civic address and email address provided at the time of subscription; Bravo Telecom assumes no liability for incorrect or outdated information;
• The Customer must inform all residents of their household, as well as guests, employees, and other individuals present at the service address, of the limitations of 911 dialing via VoIP compared to traditional telephone service;
• Bravo Telecom and its agents shall not be held liable for any incident, damage, or loss arising from the use of 911 via VoIP, and the Customer expressly waives any claim or right of action in this regard.

Article 8 — Internet Traffic Management Policy

In order to deliver the best possible Internet experience to all customers, Bravo Telecom applies an Internet traffic management policy. These measures are designed to prevent individual modems from adversely affecting the quality of service for the broader subscriber base.

Traffic management is not content-specific and does not target particular applications, protocols, or types of traffic. It applies solely to data transmission volumes.

Bravo Telecom’s systems periodically assess bandwidth utilization across all channels. When a channel approaches saturation, modems consuming a disproportionate share of bandwidth may be deprioritized. Their transmission speeds may be temporarily reduced in proportion to the severity and duration of congestion. Once congestion subsides, normal priority is restored.

Article 9 — Installation and Equipment Delivery

9.1  Residential Service Activation and Installation

Remote activation of Internet, television, and telephone services is provided at no charge to all eligible residential customers. Activation includes remote configuration or, where necessary, installation of the coaxial cable connection by a network carrier technician.

Full turnkey installation is available within the Greater Montréal area at a fee of $49 (plus applicable taxes). This service includes:

• An on-site visit by a Bravo Telecom technician;
• Full service activation;
• Complete installation and configuration of all Internet, television, and telephone equipment included in the Customer’s plan.

Installation dates provided to the Customer are estimates only and are subject to technician availability and network access constraints. Bravo Telecom will notify the Customer of any material change in scheduling.

9.2  Business Service Activation and Installation

Activation of Business Internet and telephone services is available at a fee of $99 (plus applicable taxes), subject to access and technology availability at the service address. Activation includes remote configuration or, where required, installation of the coaxial cable connection by a network carrier technician.

Full turnkey installation is available within the Greater Montréal area at a fee of $49 (plus applicable taxes). This service includes:

• An on-site visit by a Bravo Telecom technician at the Customer’s premises;
• Full service activation;
• Complete installation and configuration of all Internet and telephone equipment included in the Customer’s plan.

Installation dates provided to the Customer are estimates only and are subject to technician availability and network access constraints. Bravo Telecom will notify the Customer of any material change in scheduling.

9.3  Equipment Delivery

Equipment may be picked up free of charge at the Bravo Telecom store located at 6001 Jean-Talon Est, Montréal, H1S 1M5.

Equipment shipped by Canada Post is typically delivered within 48 business hours in urban areas and 72 business hours in rural areas from the date of dispatch. Additional delays may apply during statutory holidays. These timelines are provided as estimates only and do not constitute a contractual commitment on the part of Bravo Telecom.

Article 10 — Term, Renewal, and Termination

This Agreement takes effect upon acceptance and remains in force until terminated by either party in accordance with these terms.

The Customer may cancel at any time by notifying Bravo Telecom. Cancellation takes effect on the date the notice is transmitted or on a future date specified by the Customer. No early termination fee applies.

Bravo Telecom may suspend or terminate service if the Customer fails to fulfill their obligations under this Agreement.

Upon cancellation, the Customer agrees to pay any outstanding balance owed to Bravo Telecom. Equipment purchased from Bravo Telecom becomes the Customer’s property upon full payment. No returns are accepted after the 15-day satisfaction guarantee period, except for defects covered by the manufacturer’s warranty. Purchased equipment is non-refundable after the 15-day period described in Article 13.

Article 11 — Change of Service Address (Relocation)

If the Customer relocates to an address where Bravo Telecom services are not available, they may cancel their subscription without penalty by contacting customer service. Service availability at the new address must be verified with Bravo Telecom prior to the move. In such cases, the address change fee outlined in Article 13.5 does not apply. A prorated refund for unused days in the current billing cycle will be issued.

Article 12 — Promotions

Customers enrolling in a promotional offer must comply with all associated purchase terms and any conditions specific to that promotion.

Customers who have accepted a promotional offer must also comply with those conditions upon requesting cancellation.

Promotional changes: if a Customer wishes to take advantage of a new promotion, they agree to forfeit all benefits associated with their current promotion. Under no circumstances may a Customer revert to a previous expired promotion.

The term “free activation” refers exclusively to the complimentary remote configuration of services by Bravo Telecom or, where necessary, the installation of the coaxial cable connection by a network carrier technician.

Full turnkey installation involving a technician visit is charged at $49 + taxes, unless the applicable promotional offer explicitly states otherwise.

Article 13 — Payment, Equipment, and Warranty

13.1  General Payment Terms

Order acceptance may be subject to a credit check and upfront payment for required equipment. All services are prepaid regardless of contract type.

Monthly service fees are automatically charged on the scheduled billing date using the payment method on file. If payment is declined by the financial institution, services may be suspended at Bravo Telecom’s discretion until the outstanding balance is settled.

13.2  Equipment Purchase

Equipment required to operate Bravo Telecom services (Internet modem, router, telephone adapter, TV box) is available for purchase from Bravo Telecom. Payment may be made in full at the time of order or in equal installments under the terms in effect at the time of subscription.

The first monthly service payment is collected at the time of order.

A full refund of all amounts collected will be provided if cancellation occurs within the 15-day satisfaction guarantee period, or prior to installation provided installation is scheduled within 30 days of the order date. Refunds are contingent upon the return of equipment in accordance with Article 13.3.

Equipment purchases are non-refundable and non-returnable after the 15-day guarantee period.

For installment payment plans, if the Customer cancels before completing all scheduled payments, the remaining balance will be automatically charged on the date of cancellation.

13.3  15-Day Satisfaction Guarantee

The Customer is entitled to a 15-calendar-day satisfaction guarantee from the service activation date. During this period, the Customer may cancel their subscription and receive a full refund, subject to the return of equipment under the following conditions:

• Equipment must be returned in “like-new” condition;
• Equipment must be returned in its original packaging;
• All components included at the time of purchase must be present.

Equipment that is damaged, incomplete, or returned after the deadline may not be eligible for a refund.

13.4  Manufacturer’s Warranty

If equipment purchased from Bravo Telecom develops a manufacturing defect, the Customer must notify Bravo Telecom promptly upon discovering the defect and before the manufacturer’s warranty period expires.

The warranty period begins on the date of service activation, or on the date of purchase if activation occurs more than 30 days after the purchase date.

Minimum warranty durations: 1 year for routers and TV boxes; 3 months for all other new or refurbished equipment (unless the manufacturer provides a longer warranty period).

The warranty does not apply if the equipment malfunction or damage is caused by accident, force majeure, unauthorized modification, misuse, or abuse.

For defects covered under the warranty, Bravo Telecom may replace the equipment with a new or refurbished unit that is identical or functionally equivalent.

13.5  Supplementary Fee Schedule

The following fees may apply in addition to monthly service charges, as applicable. All amounts are exclusive of applicable taxes.

Fee Item	Amount (excl. tax)	Conditions
BILLING & ACCOUNT MANAGEMENT
Account reactivation – non-payment suspension	$30	—
Late payment / NSF / returned pre-authorized payment	$12	—
Temporary service suspension at customer’s request	$30	Maximum 6 months per suspension, at customer’s request
SERVICE ADDRESS CHANGE (RELOCATION)	$40	Subject to service availability at new address. If unavailable: no-cost cancellation.
Account responsibility transfer	$20	—
INTERNET SERVICE
Speed upgrade	$0	—
Speed downgrade	$5	—

Article 14 — Confidentiality

Bravo Telecom’s VoIP and digital telephone services are transmitted, in whole or in part, over public Internet networks and third-party infrastructure. Accordingly, Bravo Telecom cannot guarantee the confidentiality of voice communications transmitted in this manner, as they may be intercepted by third parties without Bravo Telecom’s knowledge or involvement.

Similarly, the confidentiality of messages and communications transmitted via the Internet — including VoIP calls — cannot be guaranteed, consistent with the inherent limitations of cellular and wireless communications. The Customer acknowledges this risk and agrees to use these services at their own risk.

Article 15 — Credit Assessment, Personal Information, and Data Protection

The Customer authorizes Bravo Telecom and its mandataries to conduct a credit inquiry with third parties. All personal information collected will be handled in strict confidence.

The Customer confirms that the personal information provided is accurate and that it will be used for account management purposes, including credit verification, billing, and collections.

In accordance with the Act respecting the protection of personal information in the private sector (Law 25, Québec) and any amendments thereto, the Customer has the following rights:

• The right to access personal information held by Bravo Telecom;
• The right to correct inaccurate or incomplete information;
• The right to erasure (right to be forgotten), subject to applicable legal retention obligations;
• The right to withdraw consent to the use of personal data for marketing purposes, without affecting the delivery of subscribed services.

To exercise any of the above rights or for any data protection inquiries, please contact Bravo Telecom’s Privacy Officer at rprp@bravotelecom.com.

Bravo Telecom’s complete Privacy Policy is available at www.bravotelecom.com/vie-privee/.

Article 16 — Account Transfer

Account responsibility may not be transferred without the mutual consent of both the current account holder and the person to whom the account is being transferred.

Article 17 — Billing

Billing periods run on a calendar month basis, from the first to the last day of each month. Monthly payments are due on the 25th of each month and cover the full service month immediately following.

The Customer is responsible for all charges incurred on their account, including charges arising from use of their service by third parties.

Requests to change plans (speed upgrades or downgrades, service additions or removals) must be submitted to customer service by email at sac@bravotelecom.com or by phone at 514-227-4647. The rate applicable to the new plan will be the rate in effect on the date of the change.

In the event of non-payment by the due date, service will be automatically suspended as of the first day of the new billing cycle. To restore a suspended service, the Customer must settle the outstanding balance along with a $12 reactivation fee (plus taxes). If no payment is received within ten (10) days of the start of the billing cycle, the account will be automatically terminated. Reactivation of an account terminated for non-payment requires a $30 reactivation fee (plus taxes) in addition to any outstanding balance. Bravo Telecom reserves the right to conduct a new credit check before restoring service.

The Customer will be notified of any suspension or termination by email to the address on file. Notwithstanding any such termination, all charges incurred prior to the termination date remain payable until the balance is settled or the applicable limitation period expires.

No party other than Bravo Telecom may directly or indirectly collect payment for the use of Bravo Telecom services, unless otherwise expressly communicated to the Customer in writing.

The Customer bears sole responsibility for any financial information provided at the time of ordering, whether online or over the phone with a Bravo Telecom sales agent. Bravo Telecom shall not be held liable in the event that such information proves to be fraudulent or stolen.

The Customer agrees to bear all costs associated with collections proceedings or legal action required to recover any outstanding balance, including, where applicable, attorney’s fees and both judicial and extra-judicial costs.

The Customer agrees to notify Bravo Telecom without delay of any changes to their banking details or credit card information.

Article 18 — Contract Amendments

Bravo Telecom may amend these terms at any time by posting at least 30 days’ advance notice on its website and notifying the Customer at the email address on file. Continued use of the service following the notice period constitutes acceptance of the amendment.

If the Customer does not accept an amendment, they must notify Bravo Telecom in writing within 30 days of receiving the notice and may request cancellation without penalty.

Article 19 — Referral Program

Bravo Telecom offers an active customer referral program that awards billing credits in exchange for successful referrals.

19.1  Referral Code

Every active customer is issued a unique referral code accessible through their online account portal. This code is personal and may be freely shared by the referring customer (the “Referrer”) with any prospective customer (the “Referee”) wishing to subscribe to Bravo Telecom services. The code must be provided to the Referee before the order is finalized.

19.2  Referrer Credits

Upon activation of the Referee’s service, the Referrer will automatically receive a credit of $5/month for 5 consecutive months — a total value of $25 — applied directly against their monthly invoices.

Referrers may accumulate credits from multiple simultaneous referrals with no cap on the number of active referees. If total credits for a given month exceed the Referrer’s monthly invoice amount, the surplus will be carried forward and applied to subsequent invoices.

Referral credits are non-refundable and cannot be converted to cash or any other form of monetary value.

19.3  Referee Credit

The Referee will receive a one-time credit of $25, automatically applied to their third monthly invoice from the service activation date.

19.4  Conditions and Restrictions

• Referral credits are contingent upon the Referee maintaining an active subscription. If the Referee cancels their service, monthly credits to the Referrer cease immediately, with no compensation for the remaining credit period;
• If the Referee cancels their service before the end of their third billing month, no credit will be applied to their account;
• A referral code may only be used once per address and per subscription. Any abuse of the referral program (fraudulent referrals, multiple registrations at the same address, etc.) will result in credit forfeiture and may lead to service termination;
• Bravo Telecom reserves the right to modify or discontinue the referral program at any time, upon 30 days’ written notice to affected customers by email.

Article 20 — General Provisions

This Agreement shall be governed by and interpreted in accordance with the laws of the Province of Québec and applicable federal laws of Canada.

In the event of any conflict between these General Terms and Conditions and the specific sale conditions applicable to a plan or promotion, the specific conditions shall prevail for matters expressly addressed therein.