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Wireless Plans

If you are not satisfied with the wireless services provided by PhoneBox, you are eligible to cancel your wireless service within 7 days of your activation. PhoneBox is entitled to ask for any overages occurred during this time of the usage. After this 7 day period, your minimum commitment with PhoneBox's wireless service is 1 month. The SIM Card fee if waived at the activation, will be charged and deducted from the refund amount.

Merchandise

PhoneBox policy allows 14 days refund period from the day of purchase.

Electronic items

  • Electronic items need to be inside their original package to be refunded.
  • If you wish to return unpacked electronic items, you shall receive PhoneBox credits, which are usable for our wireless services or any merchandise offered by PhoneBox.

Non-Electronic items

  • Non-electronic items are subjected to refund.
  • Damaged items cannot be refunded.
  • Physically damaged items cannot be refunded; Physical damage includes but not limited to stain, tear, scratches and broken parts.

Lost or Stolen items will not be refunded.

We send you your Monthly Bill notice on the 15th of every month to your email account. To view your Monthly Bill at any time please login to your Online PhoneBox account. You are expected to pay your invoice in full by the 25th of every month. Late or unpaid outstanding balances after the 25th will incur a extra 5% charge every month for up to three months, after 2-3 months your account may be suspended or terminated. If you know you are not going to be able to pay on time or have any other inquires please contact us. If your bill seems larger then expect please take account of taxes and that you may have incurred overages or extra service charges.

You are able to view your last, current and any previous monthly bill Online at anytime. Simply go to www.gophonebox.com/Account/Login. If you are having trouble logging into your online account we may not have your correct email address on file. Take a look at our Online Services Support page or call our call centre toll free at 1-855-886-0505 during our business hours from 7am-6pm PST; 10am-9pm EST Monday to Friday.

The table below should help explain all of the charges on your regular monthly bill. If you are looking for more information on your First Bill please click here.

Monthly Bill
Plan Amount Is your regular advertised plan amount, we would invite you to view our monthly, weekly/daily, USA and Smartphone Plans plans.
Add-ons/ Features PhoneBox provides affordable add-ons that you can add to your plan for a little more money per month
Sub Total Sub Total is the amount before taxes and deposits
GST/HST (5%) Every Province requires taxes that are charged on goods and services sold in Canada. GST/HST are charged in every province / city in Canada.
PST (7%) Provincial Sales Tax are in every Province except Alberta.
Deposit PhoneBox requires you to either provide a cash Deposit or provide your credit card information. Cash deposits vary depending on your chosen Plan, Add-on(s) and whether you are purchasing, renting or bringing your own device to PhoneBox.
Total

You are able to cancel or terminate your PhoneBox account at any time. Unlike a lot of carriers in Canada we do not have a cancellation fee. If you are canceling while under a 2 year contract you will have to pay the remaining balance for your device. Some of our promotions also require a contract of 3 months or more. You are able to cancel your account before that but you will have to pay for the remaining month(s) on the contract.

To terminate or end your PhoneBox account simply come into on of our stores or call us toll free at 1-855-886-0505.

Unpaid bills will incur a charge of 5% for each month you haven't paid.

PhoneBox may be forced to Suspend or Terminate your account for a few of the below situations:

  • You have an outstanding balance for 2 months or more.
  • You have an outstanding balance of more then $200, though it is up to our discretion.
  • You do not return your rental device or rented items.
  • Your credit card information is incorrect or past it's expiry date and you haven't updated it in 2 months or more.
  • You have committed an illegal act using a PhoneBox Device or our service.

If you are afraid that you will not be able to make a payment in time please contact us.

PhoneBox reserves the right to charge the credit card you provided or use your deposit to recover an outstanding balance and send your personal information to a collection agency in Canada or in your home country if you do not pay for over 2 months. For more information see your activation form or contact us.

PhoneBox's Terms & Conditions

This is an agreement between you and PhoneBox. It sets out the Terms and Conditions that apply to your use of all PhoneBox’s provided services.

PhoneBox reserves the right to to amend any of its Terms and Conditions at any time by giving 30 days notice. PhoneBox will notify you by updating its Terms and Conditions online in it support section and/or via email in its Newsletter/Invoice.

1. VALIDITY OF GENERAL TERMS AND CONDITIONS

The following terms and conditions shall apply to all services rendered by PhoneBox.

2. DESCRIPTION OF SERVICES

PhoneBox provides wireless services, connectivity, network coverage and includes but is not limited to device rentals, device purchases and accessories.

You must be aware that PhoneBox does not own or directly control the Wireless Network it provides. Instead it uses other network providers to provide service.

2.1 PhoneBox Engagements

PhoneBox shall use reasonable endeavours to provide you with it’s services and to ensure the security of your communications at all times. However, due to the nature of mobile technology, it is impossible to provide an uninterrupted and fault-free service.

PhoneBox shall in particular not be liable, or otherwise legally responsible, where access to the Network is interrupted or limited due to a suspension (provided that this is temporary only); or downtimes of public telecommunication or power facilities; or special local conditions (e.g. use in trains or underground). PhoneBox's Network Partner may suspend Services: (i) in order to carry out maintenance or testing of the Network; (ii) during any technical failure of the Network, (iii) when it is necessary to safeguard the security and integrity of the Network or to reduce the incidence of fraud; (iv) where it identifies Artificially Inflated Traffic; or (iv) due to Emergency Planning Measures. PhoneBox shall endeavour to keep all such suspensions to a minimum and shall give you notice of such suspensions where reasonably practicable.

3. RESPONSIBILITIES

You shall not:

a) use any Equipment or Services for any purpose that is abusive, illegal or fraudulent; or

b) do anything that causes the Network to be impaired or damaged.

You will:

a) hold PhoneBox harmless of (a) any public or private cost, fees, levies and/or taxes, arising from holding and/or using the Equipment and/or services, and (b) any claims asserted by third parties, including public authorities, in connection with its use, operation or holding of the Equipment and/or services, except to the extent that such claims are Imputable to PhoneBox;

4. USAGE

You are solely responsible for managing your usage of PhoneBox’s services, be it minutes, messages, data or any other service PhoneBox provides. If you wish to know your personal usage please email our Customer Care Team at info@gophonebox.com or call toll free at 1-855-886-0505. PhoneBox’s service staff can also suggest an appropriate app to help you track your usage.

4.1 Prorated Usage (PostPaid Only)

Activations made during/in the middle of PhoneBox’s billing cycle will initially start with a Prorated Month. This means that you will only have a portion/percentage of your plan to use until the cycle resets on the 2nd of the next month. You will only be charged and equal portion/percentage of that month that you are using PhoneBox’s Services for. These prorated usage amounts will be included in the email sent upon/after you activate.

4.2 Calling, Airtime and Minutes
a) Local/long distance calling/minutes

Plans without specified nation-wide/Canada-wide calling or a nation-wide/Canada-wide calling add-on only have local calling minutes included. Both long distance calls and local calls count towards your airtime minutes, regardless of if they have local calling or nation-wide. While in Canada calling anyone locally related to your current location counts as a local call. Your local calling area is determined by your phone number's area code. Every city's local calling area is different, ask ask our in-store staff or call our call centre at 1-855-886-0505 for the details about your local calling area. When you receive any call made in Canada while you are located in your local calling area will be counted as a local call. All other calls count as nation-wide/long distance calls and will incur additional service charges/overages. For more information please visit our Online support page www.gophonebox.com/en/Help/Local-Calling-Area.

b) Airtime

PhoneBox’s airtime minutes included in your plan count as both out-going and incoming minutes. If you spend 300 minutes on the phone with a friend you called and then receive a call that is 90 minutes long, your total minutes used will be 390 minutes. Your airtime is calculated from the time you initiate the call to the moment it is disconnected, this includes the time used to route the call through the network. If you use more then your allotted airtime minutes you will incur additional service charges. All of PhoneBox’s minutes are calculated by whole minutes; using 1.2 minutes will count as using 2 minutes. For more information on how your local calling area works please go to www.gophonebox.com/en/Help/Calling.

c) Call forwarding

Call forwarding is free for every PhoneBox plan unless specified otherwise. Forwarding an international call, forwarding a call internationally or a call outside of your local calling area may incur additional service charges.

d) International calling

PhoneBox's International Calling and Free International Calling (bonus) service is accessed through one of our International Calling Numbers. Calls made directly from your phone internationally DO NOT count as free or have our discounted rates and are subject to severe service charges. To find out how to use our International Calling Service go Online to our website at www.gophonebox.com/en/Plans/International-Calling. Long distance charges still apply when calling one of our International Calling Numbers when outside of it's Local Calling Area.

e) Emergency Services

Additional 911 fees are applied to any call made to 9-1-1; Canada's emergency call service.

4.3 Messages

All SMS text messages provided by PhoneBox’s service are nation-wide and unlimited unless specified otherwise. Sending or receiving MMS, picture, video, international or premium messages may incur additional service charges; depending on the your plan, add-ons or bonuses.

4.4 Data

Plans with data included are calculated by Kilobytes per session (1024KB = 1MB). Using any additional Data will incur additional service charges.

4.5 Roaming

Roaming is by default blocked for all PhoneBox users.

If you have roaming enabled and you use PhoneBox’s services outside of Canada you will incur additional service charges from Data, Text Messages (SMS,MMS,Picture & Video) and calling.

Receiving or transmitting any messages, or calls counts as roaming. Roaming rates vary depending on country.

5. PLANS & PLAN TYPES

PhoneBox has a variety of plans and plan types to choose from Prepaid, PostPaid, Subsidized and services provide outside of Canada (eg. USA wireless services). If you are unsure about what your plan type is, please ask one of our staff in regards to your plan and service.

5.1 Prepaid Plans
a) Overages

If you use our Prepaid plans and use more then your allotted amount of data you may receive additional service charges/overages. If you use more than your subscribed data, your account will be suspended until a top up has been ordered and processed. You will not be able to make or receive calls and text messages.

b) Top Up

PhoneBox’s prepaid plans allow you to top up your data, minutes, or messages depending on your plan. PhoneBox will provide a notification reminding you about your usage during your service. To Top Up you have a few options depending on your service.

Smartphone Top Up
To Top Up your usage for your plan you can follow the link provided via text message to your device, go to PhoneBox’s website and click on Top Up in the main menu or go to www.gophonebox.com/TopUp.

Data Only Top Up
To Top Up your usage for your plan you can follow a link provided in your activation and top up reminder email, or go to PhoneBox’s website and click on Top Up in the main menu or go to www.gophonebox.com/TopUp.

c) Extending Services

Extending your plan duration is the same as Topping Up your usage.

5.2 Postpaid Plans & Subsidized Device Plans
a) Billing Cycle

PhoneBox’s Billing Cycle starts on the 2nd of every month and ends on the 1st of the following month. Invoice notifications are sent on the 15th of every month and the Payment is due on the 25th of that same month. There is a 5% late payment charge placed on accounts that have an outstanding balance after the 25th. You are solely responsible for paying your outstanding balance on time and in full. Not "receiving" PhoneBox's invoice notification is not a valid excuse for not paying on time and in full. Your are able to view your monthly bill, outstanding balance and an in-depth invoice including information about your overages and service charges by logging into your account at www.gophonebox.com/en/Account/Login.

b) Subsidized Device

When you purchase a device on one of PhoneBox’s Subsidized Device plans you are choosing to pay off your device over a 6 month, 1 year, or 2 year term. This allows you to pay less upfront for a new or gently used device.

c) Subsidized Device & Early Termination

Each month you pay a portion of your outstanding device balance, this is determined by taking the total outright purchase price (of the device/phone when you purchased it) and then subtracting the device's upfront fee you paid when you activated. Then you divide the remaining amount by the amount of months in your contract term (6, 12, or 24) and you will get the amount paid off your device each month. You can terminate your account with PhoneBox at anytime but you will have to pay the outstanding device balance and any other outstanding balances on your account.

6. RENTALS

6.1 Rental Responsibilities
You will:

a) Promptly notify PhoneBox of any non-conformities detected upon such inspection or during later use.

b) assume all responsibilities as the possessor and user of the Equipment;

c) maintain the Equipment free of any security interest, encumbrance, or any other third party interference,

d) reasonably protect the Equipment against the risk of destruction, damage, and/or loss through fire, theft, burglary, electricity and/or water;

e) maintain the technical environment for operation of the Equipment in accordance with the accompanying documentation;

f) maintain the Equipment in an orderly and functional state, and arrange for repair of any damage to the Equipment which is Imputable to you.

6.2 Deposit
a) Deposit Hold

Upon activation of our services with or without a rental device you will be asked to make a deposit and or provide credit card information. Deposit & credit card information is held until such time as a) any and all outstanding balance is paid in full on the account b) The device/rental and all rental items included with the rental are returned undamaged and in serviceable condition c) you have successfully terminated your account.

b) Deposit and Use of Credit Card

PhoneBox reserves the right to charge deposit or the credit provided to cover any and all outstanding balances on the account this includes but is not limited to a) any overages or additional service charges charged to you based on your us of PhoneBox’s service b) any un returned items or damages to any rental devices or rental items c) any outstanding unpaid monthly, weekly, daily fees or any other plan fees such as add-ons.

c) Deposit return

PhoneBox will return the deposit to either a credit card provided by you or to a financial institution in Canada. Your deposit will be returned at the end of the next full billing cycle if not before, assuming you do not have any outstanding charges or outstanding account balance on your account.

6.3 Unreturned/damaged rental items or devices
a) Lost or stolen devices

You are solely responsible for all rental devices/items while they are in your care. If you loose or have any rental devices/items stolen it is your responsibility to inform PhoneBox at the earliest possible time and pay for their replacement.

b) Damaged devices

Any damaged rental devices/items will have to be repaired or replaced at a cost to you. The following are some examples of damages you will have to cover the cost: a) water damage b) scratches c) broken screen d) broken or non functioning buttons e) dents.

6.4 Late Devices

If you are still in possession (lost or stolen devices you are still responsible for) of rental items after your set return and or termination date you will be charged a late payment fee for every day you fail to return the rental device/items.

a) Late wifi hotspot

If you fail to return a wifi hotspot on time you will be charged $20.00/day. If you fail to return the device within 7 days of your termination date PhoneBox will recoup its losses by taking your deposit.

b) Wifi hotspot replacement costs

The following table displays the cost of repairs or replacement for wifi hotspot device and included items (eg.packaging).

Lost device $100
Lost protective case $20
Cable $20
Charger $20
Device surface damage $50
Device damaged by water $100
Battery $50
SIM Card $25

7. PAYMENT

7.1 Payment methods

You can pay at anyone of our locations where we accept cash, debit and credit cards. Our locations can be found on our website at www.gophonebox.com/en/Help/Map.

Automatic payments and regular payments can be made online using your credit card Online by logging into your account.

You can also use your personal bank (TD, RBC, KEB, BMO, CIBC, SCOTIABANK or CREDIT UNIONS only) either by logging in Online to your personal account on your bank's website or by going into your bank in person and providing PhoneBox’s company name and your personal Account Number/ID. When paying Online through your bank a you need to log into your Bank account, then locate the section labeled “Pay Bills”, you then should be able to add a payee, then simply search for PhoneBox and enter in youPhoneBox Account Number. After adding PhoneBox as a payee, you need to simply go back into your “Pay Bills” directory, select PhoneBox and enter in your Invoice amount/outstanding balance.

You can also pay online with either PayPal or Union Pay.

7.2 Failure to make payment or failing to pay outstanding balance

PhoneBox reserves the right to charge any credit card, bank account or take any deposited amount to recoup any outstanding balance on your account.

a) Late payments

There is a 5% late payment charge placed on accounts that have an outstanding balance after the monthly due date.

b) Failure to Pay outstanding balance

If you fail to pay your bill after you terminate or have an outstanding balance over $100, PhoneBox may send your information to a collections agency in Canada or your home country to collect the outstanding balance.

8. PORTING OUT

If you wish to port out your phone number to another carrier you should inform PhoneBox prior to terminating your account and making the switch. You should email PhoneBox at services@gophonebox.com or call PhoneBox’s toll free number 1-855-886-0505 for more details. Due to the nature of our services it can take 3-5 days to port out a phone number as we have to receive it from the carrier.

9. RETURNS & REFUND POLICY

9.1 Wireless Plans (Post paid monthly BYOD plans only)

If you are not satisfied with the wireless services provided by PhoneBox and are eligible to cancel your wireless service within 7 days of activation you may. PhoneBox is entitled to ask for any overages that occurred during this time. After this 7 day period, your minimum commitment with PhoneBox's wireless service is 1 month. The SIM Card fee if waived at activation, will be charged and deducted from the refund amount.

9.2 Merchandise

PhoneBox policy allows 14 days refund period from the day of purchase. This policy is not valid for New or Used Devices

All Lost or Stolen items will not be refunded.

Electronic items
Electronic items need to be inside their original package to be refunded. If you wish to return unpacked electronic items, you will receive PhoneBox credits, which are usable for our wireless services or any merchandise offered by PhoneBox.

Non-Electronic items
Non-electronic items are subjected to refund. Damaged items cannot be refunded. Physically damaged items cannot be refunded; Physical damage includes but is not limited to stain, tear, scratches and broken parts.

10. LIABILITY

a) If you reasonably and in good faith dispute an invoice or part of it, you shall notify PhoneBox of such dispute within 14 days of receipt of the invoice, providing details of why the invoiced amount is incorrect and, if possible, how much you consider is due.

b) You shall not be entitled to set off any of its claims against claims of PhoneBox, except where your claims are undisputed or have been confirmed by final court judgment. Unless you are a Consumer, the foregoing shall also apply to any right of retention under civil or commercial law, and in particular to any deductions from recurrent payments to PhoneBox based on alleged non-conformities of Equipment or Services. The foregoing shall not limit your claim for repayment of any amounts paid but not actually owed to PhoneBox after such payment to PhoneBox.

PhoneBox Head Office

658 Seymour St. Vancouver, BC V6B 3K6