Telius Internet: Return and Refund Policy

Effective Date: July 7, 2025

At Telius Internet, we act as a third-party intermediary to assist you with issues related to internet, cable TV, and phone connections. It is crucial to understand that Telius Internet does not directly provide internet, cable TV, or phone services, nor do we issue bills for these services. Our fees are solely for our administrative and facilitative assistance in resolving your connection issues or assisting with new setups.

Our Contact Information: +18332256774

1. Our Role and Limitations

• Assistance Services: We provide specialized assistance with:

  • Diagnosing and helping resolve internet, cable TV, and phone connection problems.

  • Coordinating with primary service providers (e.g., Bell, Rogers, Telus, Shaw, etc.) on your behalf to address issues.

  • Assisting with the process of getting new connections or transferring existing ones.

• No Direct Service Provision: We are not an Internet Service Provider (ISP), cable company, or phone carrier. All actual service provision, billing, and technical support for your internet, cable TV, or phone service are handled by your chosen primary service provider.

• No Control over Third-Party Services: We have no control over the service quality, outages, billing accuracy, or pricing of your actual internet, cable TV, or phone provider.

2. Our Service Fees

Any fees charged by Telius Internet are for our administrative and facilitative services only. These fees will be clearly communicated and agreed upon with you before we commence any paid service. Our fees cover our time, expertise, and resources used to assist you with your connection issues or service setup.

3. Refund Eligibility for Telius Internet Service Fees

Our refund policy specifically pertains to the fees you pay to Telius Internet for our assistance services.

• Service Not Initiated: If you paid for an assistance service and we have not yet commenced any work on your behalf (e.g., initial consultation not yet conducted, or no communication initiated with your primary provider), you may be eligible for a full refund of our service fee.

• Service Failure (Our Fault): If, after engaging our services, we are unable to provide the assistance you paid for due to an error or omission on our part, you may be eligible for a partial or full refund of our service fee, depending on the extent of the work completed.

• Cancellation by You (Before Completion): If you wish to cancel a service after we have commenced work but before its completion, a partial refund or no refund may be issued, at our sole discretion, to cover the work already performed and resources expended.

• Overpayment to Telius Internet: If you accidentally overpaid our service fee, we will refund the excess amount.

4. Non-Refundable Situations

• Payments to Primary Service Providers: Any payments you make to your primary internet, cable TV, or phone provider (e.g., for monthly bills, installation charges, equipment) are NON-REFUNDABLE by Telius Internet. Disputes or requests for refunds related to your actual telecommunications services or billing must be directed to your specific service provider.

• Completed Services: Once our specific assistance service has been completed as agreed (e.g., issue diagnosed and relayed, communication with provider completed, new connection initiated successfully through our assistance), our service fee becomes non-refundable.

• Incorrect Information Provided by Customer: If we are unable to complete or effectively assist with a service due to incorrect, incomplete, or misleading information provided by you, our service fee may be non-refundable.

• Primary Service Provider Actions: We are not responsible for, and do not offer refunds related to, actions or inactions by your primary internet, cable TV, or phone provider, including but not limited to:

  • Billing errors or discrepancies.

  • Service interruptions, outages, or slowdowns.

  • Changes in service rates or policies.

  • Delays in connection, repair, or activation initiated by the primary provider.

  • The primary provider's inability to resolve an issue despite our facilitation.

5. How to Request a Refund

To request a refund for our service fees, please contact us within [e.g., 7 business days] of the issue arising, providing the following information:

• Your full name and contact details.

• Date of service engagement.

• Description of the service you engaged us for.

• Detailed reason for the refund request.

• Any relevant documentation or communication.

We will review your request and respond within [e.g., 5-10 business days]. Approved refunds will be processed via the original payment method where possible.

6. Changes to This Return and Refund Policy

We reserve the right to modify this Return and Refund Policy at any time. Any changes will be effective immediately upon posting on our website.

7. Contact Us

If you have any questions about this Return and Refund Policy, please contact us at:

Telius Internet Phone: +18332256774