CloudStar Legal

CLOUDSTAR TERMS AND CONDITIONS

Effective Date: July 13, 2026
Last Updated: July 13, 2026

These Terms and Conditions govern the telecommunications and related services provided by CloudStar (“CloudStar,” “we,” “us,” or “our”).

By ordering, activating, accessing, paying for, or continuing to use a CloudStar service, the customer (“Customer,” “you,” or “your”) agrees to these Terms and Conditions, the applicable Service Agreement, service order, Acceptable Use Policy, Privacy Policy, and any other policies provided to you.

Table of Contents

CloudStar Suite 270, 8170 50 Street NW Edmonton, Alberta T6B 1E6 Canada

Toll-Free: 1-844-385-4488 Local: 587-487-0201 Technical Support SMS: 780-652-2027 Email: support@cloudstartv.com Website: cloudstartv.com Customer Billing Portal: billing.cloudstartv.com/login

These Terms apply to services offered by CloudStar, including:

  • Residential and business Internet
  • Cable television and IPTV
  • Home and business telephone services
  • Voice over Internet Protocol, or VoIP, services
  • Smart security and monitoring services
  • Website hosting
  • Managed Wi-Fi and networking
  • Equipment rental and sales
  • Installation, repair, technical support, and related services
  • Any other service identified in a CloudStar Service Agreement or service order

Certain services may be delivered using networks, infrastructure, software, equipment, contractors, carriers, or wholesale service providers owned or operated by third parties.

Your complete agreement with CloudStar may include:

  1. Your signed Service Agreement or service order;
  2. A Critical Information Summary or service summary;
  3. These Terms and Conditions;
  4. The Acceptable Use Policy;
  5. The Privacy Policy;
  6. Equipment rental or purchase terms;
  7. Promotional terms; and
  8. Any written amendments accepted by you and CloudStar.

Where documents conflict, the signed Service Agreement or service order will generally take priority, followed by the service summary and these Terms, unless applicable law requires otherwise.

Business and enterprise services may have additional terms contained in a separate agreement.

You must provide accurate and complete information when opening and maintaining an account, including your:

  • Legal name or registered business name;
  • Service and billing address;
  • Unit or suite number;
  • Telephone number;
  • Email address;
  • Government-issued identification, where reasonably required;
  • Authorized account contacts; and
  • Payment information.

You must promptly notify CloudStar when this information changes.

You are responsible for all activity, services, equipment, charges, and users associated with your account, except for charges caused by CloudStar’s error or unauthorized activity that could not reasonably have been prevented by you.

Only the account holder or an authorized representative may request account changes.

All services are subject to:

  • Network availability;
  • Technical qualification;
  • Building access;
  • Available facilities;
  • Equipment availability;
  • Third-party carrier approval;
  • Landlord, condominium, or property-management authorization;
  • Credit approval, where applicable; and
  • Serviceability at the requested address.

An online or telephone order does not guarantee that service can be installed at the requested location.

CloudStar may cancel an order and refund amounts paid if service cannot reasonably be provided.

You must provide CloudStar and its authorized technicians with safe and reasonable access to the service location.

An adult who is at least 18 years old must be present during installation unless CloudStar agrees otherwise.

You are responsible for:

  • Obtaining permission from the property owner or manager;
  • Providing access to utility rooms, telecommunications rooms, wiring panels, and equipment locations;
  • Identifying concealed electrical, plumbing, security, or other systems;
  • Moving furniture or personal property when reasonably necessary; and
  • Ensuring that the installation area is safe.

CloudStar may charge a reasonable installation fee for physical work performed at the premises. Any installation fee will be disclosed before the work is completed.

Additional charges may apply for non-standard installations, additional wiring, wall fishing, custom equipment placement, repeat visits, or work requested beyond the standard installation.

CloudStar may charge a disclosed service-call fee when:

  • No authorized adult is present;
  • The technician cannot safely access the premises;
  • Required building access was not arranged;
  • The customer provides an incorrect address;
  • An appointment is cancelled without reasonable notice; or
  • The reported issue is caused by customer-owned equipment, wiring, or unauthorized modifications.

No charge will apply when the appointment is missed because of CloudStar’s error or the technician fails to attend within the confirmed appointment window without reasonable notice.

Your service may be:

  • Month-to-month;
  • Prepaid month-to-month;
  • A fixed-term agreement;
  • A promotional term; or
  • A customized business term.

The applicable term will be stated in your Service Agreement or service order.

At the end of a fixed term, the service may continue on a month-to-month basis unless:

  • You cancel the service;
  • CloudStar provides notice that the service will end;
  • You agree to a new fixed-term agreement; or
  • The original agreement provides another lawful renewal arrangement.

CloudStar will not represent a new fixed term as accepted unless you have clearly agreed to it.

You agree to pay:

  • Monthly service charges;
  • Equipment rental or purchase charges;
  • Installation and service-call charges;
  • Usage or overage charges, where applicable;
  • Optional service charges;
  • Applicable taxes; and
  • Other charges clearly disclosed and accepted by you.

Promotional prices may apply only for a stated period. Your regular monthly price after the promotion will be disclosed when you subscribe.

Unless prohibited by law or your fixed-term agreement, CloudStar may change month-to-month service prices by providing advance notice.

CloudStar will not change a key contract term during a commitment period without your informed and express consent unless the change clearly benefits you or is otherwise permitted by law.

Government taxes, regulatory charges, emergency-service charges, and third-party fees may change without being considered a change to the base service price.

CloudStar may bill services in advance, in arrears, or through a combination of both, depending on the service.

Your first invoice may include:

  • Prorated charges from the activation date;
  • The next billing period;
  • Installation charges;
  • Equipment charges;
  • Security deposits;
  • Optional services; and
  • Applicable taxes.

Invoices are made available electronically through the billing portal or delivered using the contact method associated with your account.

You remain responsible for payment even when:

  • You do not review the invoice;
  • An invoice is filtered into spam or junk mail;
  • Your email address has changed;
  • You temporarily do not use the service; or
  • Another person normally pays the account.

You must notify CloudStar promptly if you believe an invoice contains an error.

Payment is due by the date shown on the invoice.

CloudStar may accept payment by:

  • Credit card;
  • Debit card;
  • Pre-authorized payment;
  • Electronic transfer;
  • Online payment;
  • Bank payment;
  • Cash, where authorized; or
  • Another approved payment method.

Payments are considered received when they are successfully processed and posted to the CloudStar account.

You are responsible for providing valid payment details and sufficient funds.

A returned-payment or chargeback fee may apply where permitted by law and disclosed to you.

When you enrol in automatic payments, you authorize CloudStar and its payment processor to charge the payment method on file for amounts properly billed to your account.

You must update expired or changed payment information.

Cancelling automatic payments does not cancel your CloudStar service or remove your responsibility to pay outstanding invoices.

You may cancel automatic payment authorization by contacting CloudStar and providing reasonable notice before the next scheduled payment.

An account becomes past due when payment is not received by the invoice due date.

CloudStar may:

  • Send payment reminders;
  • Contact authorized account representatives;
  • Restrict optional services;
  • Suspend service after providing any notice required by law;
  • Decline new orders or account changes;
  • Require a security deposit;
  • Refer the account to a collection agency; or
  • Terminate service in accordance with these Terms and applicable law.

CloudStar will make reasonable efforts to work with customers who contact us before suspension to discuss payment arrangements.

A payment arrangement does not change the total amount owed unless confirmed by CloudStar in writing.

CloudStar may suspend or disconnect service for reasons including:

  • Non-payment;
  • Fraud or suspected fraud;
  • Unauthorized resale;
  • Abuse of the network;
  • Illegal activity;
  • Threats to employees, contractors, customers, or property;
  • Tampering with CloudStar or third-party equipment;
  • Failure to provide required access;
  • Material breach of these Terms;
  • Excessive network or security risk;
  • A request from a court, regulator, law-enforcement agency, building owner, network operator, or wholesale provider; or
  • Circumstances where continued service is technically or legally impossible.

Except in urgent situations involving fraud, safety, illegal activity, network security, or serious harm, CloudStar will provide any advance notice required by applicable law.

Suspension does not automatically cancel the account. Monthly charges may continue while an account is suspended unless prohibited by law or CloudStar confirms otherwise.

Before service is restored, CloudStar may require payment of overdue amounts, a security deposit, equipment replacement, or correction of the breach.

Any restoration charge must be permitted by law and disclosed before it is applied.

The mandatory requirements in this section apply wherever the CRTC Internet Code, another applicable consumer-protection code, or applicable law governs the Customer’s service. CloudStar may apply the same protections to other qualifying services and Customers unless a separate business or customized service agreement lawfully provides otherwise.

CloudStar may require a reasonable security deposit before activating or continuing a service when one or more of the following applies:

  • The Customer’s payment or credit history;
  • A previous unpaid CloudStar account;
  • Equipment-loss or fraud risk;
  • Repeated returned payments or chargebacks;
  • The type or value of equipment or service being provided; or
  • Another reasonable credit-management concern.

CloudStar’s standard equipment security deposit is $135, unless a different amount is clearly disclosed in the Customer’s Service Agreement or service order.

Before collecting a security deposit, CloudStar will:

  1. Inform the Customer that the payment is a refundable security deposit;
  2. Explain why the deposit is required;
  3. State the amount of the deposit;
  4. Explain the conditions for its return;
  5. Record the reason for requiring the deposit for as long as it is held; and
  6. Provide a receipt or written confirmation showing that the payment was received.

A security deposit is not an installation fee, activation fee, cancellation fee, advance monthly payment, or purchase of CloudStar equipment.

Payment of a security deposit does not transfer ownership of rented equipment to the Customer.

Unless the Service Agreement or invoice states that the equipment was purchased, all modems, routers, IPTV boxes, telephone adapters, security devices, power supplies, remote controls, cables, and related equipment remain the property of CloudStar or the applicable equipment provider.

CloudStar will review the continued appropriateness of retaining a security deposit at least once every 12 months.

As part of this review, CloudStar may consider:

  • Whether the account is current;
  • The Customer’s payment history;
  • Whether payments have been returned or reversed;
  • Whether CloudStar equipment remains assigned to the account;
  • The condition and value of the assigned equipment;
  • Previous equipment losses or damages; and
  • Whether the original reason for requiring the deposit continues to exist.

CloudStar may determine that the conditions for returning the deposit have been met before the service is cancelled, including when the Customer has established a satisfactory payment history and the original reason for requiring the deposit no longer exists.

Subject to any lawful deductions described below, CloudStar will return the security deposit when:

  1. The Customer or CloudStar terminates the applicable service;
  2. All CloudStar-owned equipment has been returned or otherwise accounted for;
  3. CloudStar determines during its annual review that the deposit is no longer required; or
  4. The conditions for returning the deposit stated in the Service Agreement have otherwise been satisfied.

CloudStar will return the refundable balance, together with applicable interest, no later than 30 calendar days after:

  • The applicable contract is terminated; or
  • CloudStar determines that the conditions for returning the deposit have been met.

Returning equipment is not considered complete until CloudStar has received and recorded the equipment. Customers should retain the equipment-return receipt or tracking information.

Where required by applicable law or a CRTC consumer-protection code, CloudStar will calculate interest on the security deposit using:

  • The Bank of Canada overnight rate in effect at the applicable time;
  • Plus at least 1%;
  • Based on the actual number of days in the year; and
  • Accruing monthly while CloudStar holds the deposit.

The accrued interest will be added to the refundable balance.

CloudStar may voluntarily apply the same interest calculation to other qualifying deposits unless a separate business or customized service agreement lawfully provides otherwise.

CloudStar may retain or deduct only amounts that the Customer legally owes, including:

  • Unpaid service charges up to the effective cancellation date;
  • Properly billed taxes and usage charges;
  • Returned-payment or chargeback amounts;
  • Unreturned CloudStar-owned equipment;
  • Missing equipment components;
  • Equipment damaged beyond normal wear and tear; and
  • Other amounts properly disclosed and payable under the Service Agreement.

CloudStar’s standard charge for an applicable lost or unreturned modem is currently up to $120, unless a different replacement value is identified in the Service Agreement, equipment receipt, or current equipment fee schedule.

CloudStar will not charge the Customer for reasonable wear and tear.

CloudStar will not retain part of the security deposit and also charge the Customer separately for the same loss. Any deduction from the deposit will reduce the corresponding amount owed.

When deductions are made, CloudStar will provide a final statement identifying:

  • The original deposit;
  • Accrued interest;
  • Each deduction;
  • The reason for each deduction; and
  • The remaining amount being refunded.

Where a Customer paid a $135 security deposit and an applicable $120 modem was not returned, CloudStar may apply up to $120 of the deposit toward the modem, provided that the charge is valid and properly documented.

The remaining $15, together with applicable accrued interest and less any other lawful amount owed, will be returned to the Customer.

If the modem is later returned in acceptable condition, CloudStar will reverse or adjust the equipment charge and return any additional refundable balance, subject to the applicable equipment-return policy.

A Customer who disagrees with a deduction should contact CloudStar promptly and provide any available:

  • Equipment-return receipt;
  • Courier tracking information;
  • Payment receipt;
  • Bank record;
  • Photographs;
  • Technician report; or
  • Other supporting information.

CloudStar will investigate the disputed deduction and provide an explanation of its decision.

CloudStar will not use a security deposit to avoid its obligations regarding legitimately disputed charges. Where a complaint involving unpaid disputed charges has been accepted by the Commission for Complaints for Telecom-television Services, CloudStar will handle collection of those disputed amounts in accordance with the applicable CCTS process.

The Customer remains responsible for paying any undisputed portion of the account.

Where permitted by law, CloudStar may apply some or all of a security deposit toward a valid past-due account balance.

CloudStar will notify the Customer when a deposit has been applied and provide an updated account statement.

Where the service remains active, CloudStar may require the Customer to replenish a reasonable security deposit as a condition of continuing to provide service.

CloudStar will not disconnect a Customer’s eligible postpaid Internet service for non-payment where the available security deposit fully covers the past-due amount, except where another lawful reason for disconnection exists.

CloudStar will normally issue the refund using one of the following methods:

  • Refund to the original payment method;
  • Electronic transfer;
  • Cheque;
  • Another payment method agreed to by CloudStar and the Customer; or
  • Credit to an active CloudStar account, where the Customer agrees.

CloudStar will not leave a refundable security deposit as a credit on a closed account instead of returning it unless the Customer expressly agrees.

The Customer is responsible for keeping their mailing address, email address, telephone number, and payment information current so CloudStar can complete the refund.

If CloudStar cannot deliver the refund because the Customer’s contact or payment information is no longer valid, CloudStar will make reasonable efforts to contact the Customer using the most recent information on the account.

The Customer may claim the refund by contacting CloudStar and completing reasonable identity-verification requirements.

An inability to immediately locate the Customer does not convert a refundable security deposit into CloudStar revenue. Unclaimed funds will be handled in accordance with applicable law.

Security-deposit complaints may include allegations that:

  • A deposit was improperly requested;
  • The reason for the deposit was not disclosed;
  • The deposit was not reviewed;
  • Interest was calculated incorrectly;
  • The deposit was applied to an incorrect charge;
  • Equipment was returned but a deduction remained;
  • An itemized refund statement was not provided; or
  • The refundable balance was not returned on time.

Customers should first give CloudStar a reasonable opportunity to resolve the issue.

If the matter remains unresolved, eligible Customers may submit a complaint to the Commission for Complaints for Telecom-television Services, or CCTS, at no cost.

Equipment provided by CloudStar may include:

  • Modems;
  • Routers;
  • Wi-Fi equipment;
  • IPTV boxes;
  • Telephone adapters;
  • Security equipment;
  • Power supplies;
  • Remote controls;
  • Cables; and
  • Other accessories.

Unless the invoice or Service Agreement states that equipment was purchased, all equipment remains the property of CloudStar or the applicable equipment provider.

You must:

  • Keep the equipment secure;
  • Use it only for the subscribed service;
  • Follow operating instructions;
  • Avoid unauthorized repairs or modifications;
  • Prevent unreasonable damage;
  • Notify CloudStar if equipment is lost, stolen, or damaged; and
  • Return equipment when required.

You must not sell, transfer, pledge, relocate, open, alter, or tamper with rented equipment without authorization.

When service ends or equipment is replaced, you must return CloudStar-owned equipment within the return period communicated to you.

CloudStar may charge the disclosed replacement value when equipment is:

  • Not returned;
  • Returned incomplete;
  • Lost;
  • Stolen;
  • Deliberately damaged;
  • Damaged through unreasonable use; or
  • Modified without authorization.

Normal wear and tear will not be treated as customer-caused damage.

Equipment charges may be reversed or adjusted after equipment is returned in acceptable condition, subject to the applicable return policy.

CloudStar does not guarantee that customer-owned equipment will:

  • Be compatible with the service;
  • Receive all advertised speeds;
  • Support all features;
  • Remain secure;
  • Continue working after network upgrades; or
  • Be eligible for full technical support.

CloudStar may limit support to confirming whether the CloudStar network and CloudStar-provided equipment are functioning.

You are responsible for maintaining, securing, updating, and replacing customer-owned devices, wiring, software, batteries, power supplies, and network equipment.

Internet speeds are described as maximum or “up to” speeds unless expressly guaranteed in a written business service-level agreement.

Actual performance may vary because of:

  • Wi-Fi conditions;
  • Device capabilities;
  • Network congestion;
  • Website or server limitations;
  • Customer wiring;
  • Distance from networking equipment;
  • Interference;
  • Third-party networks;
  • Maintenance;
  • Weather;
  • Power interruptions;
  • Malware or unauthorized users; and
  • Other technical factors.

A Wi-Fi speed test does not necessarily measure the maximum speed delivered to the modem or service location.

CloudStar does not guarantee uninterrupted service, identical speeds at all times, or that every online application will perform without delay.

CloudStar may use reasonable network-management and security practices to:

  • Maintain network availability;
  • Reduce congestion;
  • protect customers and systems;
  • Block malicious traffic;
  • Respond to cyberattacks;
  • Prevent spam;
  • Enforce these Terms;
  • Manage network failures; and
  • Comply with legal requirements.

CloudStar will not intentionally inspect the content of customer communications except where necessary to operate or secure the service, investigate abuse, obtain technical information, or comply with law.

You must not use the service to:

  • Break any law;
  • Infringe intellectual-property rights;
  • Distribute malware, ransomware, viruses, or harmful code;
  • Send unsolicited bulk messages or spam;
  • Harass, threaten, defame, or abuse another person;
  • Conduct fraud or identity theft;
  • Gain unauthorized access to accounts, devices, or networks;
  • Interfere with the service of another customer;
  • Operate illegal streaming or content-distribution services;
  • Resell residential service without written permission;
  • Bypass usage, security, or access controls;
  • Cause unreasonable network congestion; or
  • Host illegal or harmful content.

CloudStar may investigate suspected misuse and may preserve or disclose information where permitted or required by law.

Television programming, channels, applications, features, schedules, and content are supplied by third parties and may change.

CloudStar does not control:

  • Program availability;
  • Broadcasting schedules;
  • Blackouts;
  • Geographic restrictions;
  • Licensing restrictions;
  • Channel substitutions;
  • Content quality; or
  • Decisions made by broadcasters and content owners.

Where a material channel or package change occurs, CloudStar will provide notice when reasonably possible and as required by law.

You must not copy, rebroadcast, publicly display, redistribute, or commercially use television content unless legally authorized.

Residential television service is intended for private household viewing.

CloudStar phone services may depend on:

  • Electrical power;
  • An active Internet connection;
  • Compatible equipment;
  • Proper wiring;
  • Network availability; and
  • Accurate service-address information.

You must not use residential telephone service for call-centre, auto-dialling, high-volume commercial, or other unreasonable purposes unless CloudStar has approved the use.

Long-distance, international, directory-assistance, operator, toll, and premium-service charges may be billed separately.

VoIP service is different from traditional telephone service.

VoIP calling, including access to 9-1-1, may be unavailable during:

  • A power failure;
  • An Internet outage;
  • Equipment failure;
  • Network maintenance;
  • Suspension of the account; or
  • Relocation of the equipment without updating the registered service address.

You must provide and maintain the correct physical address where the VoIP equipment is being used.

Do not move VoIP equipment to a different address without first updating your emergency-service information with CloudStar.

Emergency calls may be routed through an intermediary call centre. You may be required to confirm your name, location, and telephone number before being connected to the appropriate emergency service.

You should maintain an alternative method of contacting emergency services, such as a mobile telephone.

Security services are intended to assist with monitoring and notification. They do not guarantee that:

  • A break-in, fire, flood, or emergency will be prevented;
  • Every event will be detected;
  • Authorities will respond;
  • Equipment will never fail; or
  • Loss, injury, or damage will not occur.

Security services may depend on electrical power, Internet connectivity, cellular coverage, functioning sensors, and third-party monitoring platforms.

You remain responsible for appropriate insurance, physical security, emergency planning, equipment testing, and maintaining accurate emergency-contact information.

You are responsible for all website content, domain registrations, software, user accounts, passwords, backups, licences, and legal compliance associated with your hosted services.

You must not host or distribute:

  • Illegal content;
  • Malicious software;
  • Copyright-infringing content;
  • Fraudulent pages;
  • Phishing sites;
  • Unsolicited bulk email systems; or
  • Content that creates an unreasonable security or network risk.

Unless a separate agreement provides otherwise, CloudStar does not guarantee that hosted data can always be recovered. Customers should maintain independent backups.

CloudStar may temporarily interrupt service for:

  • Maintenance;
  • Upgrades;
  • Repairs;
  • Network changes;
  • Safety reasons;
  • Third-party carrier work;
  • Emergency conditions;
  • Cybersecurity incidents;
  • Power failures; or
  • Events outside CloudStar’s reasonable control.

CloudStar will provide advance notice of planned maintenance when reasonably possible.

Customers should report service interruptions promptly and cooperate with reasonable troubleshooting.

CloudStar may require the customer to:

  • Restart equipment;
  • Check cables and power;
  • Connect directly to the modem;
  • Complete speed tests;
  • Permit remote diagnostics; or
  • Schedule a technician visit.

A service interruption does not automatically qualify for a credit unless required by law, a Service Agreement, or a service-level agreement.

CloudStar may provide a reasonable credit after considering:

  • The cause of the interruption;
  • Its duration;
  • The services affected;
  • Whether CloudStar received notice;
  • Whether access for repair was provided;
  • Third-party network responsibility; and
  • Applicable legal requirements.

Credits generally apply only to the affected service and period.

No credit will normally apply where the interruption was caused by customer equipment, customer wiring, power failure at the premises, unauthorized changes, failure to provide access, or another circumstance outside CloudStar’s reasonable control.

You must contact CloudStar before moving equipment or requesting service at a new address.

Service at the new address is subject to availability and technical qualification.

A reasonable fee may apply for:

  • Technician attendance;
  • New wiring;
  • Equipment installation;
  • Custom work; or
  • Other physical installation services.

CloudStar cannot guarantee that the same plan, speed, technology, television package, telephone number, promotion, or price will be available at the new location.

If CloudStar cannot provide service at the new location, cancellation will be handled in accordance with applicable law and your Service Agreement.

You may cancel service by contacting CloudStar through an approved cancellation method.

You are responsible for:

  • Charges up to the effective cancellation date;
  • Unpaid invoices;
  • Usage charges not yet billed;
  • Purchased equipment;
  • Unreturned or damaged equipment;
  • Completed installation or technician work; and
  • Other properly disclosed amounts.

CloudStar will not charge a fee that is prohibited by applicable telecommunications law or the applicable CRTC consumer-protection code.

Where legally permitted, a business or customized service agreement may contain reasonable cancellation obligations related to committed network capacity, construction, dedicated equipment, third-party commitments, or expressly agreed service costs.

Cancellation is effective when confirmed by CloudStar or on a later date requested by you.

Simply stopping payment, disconnecting equipment, moving, or not using the service does not cancel the account.

CloudStar may terminate a service or account when:

  • You materially breach these Terms;
  • An account remains unpaid;
  • You engage in fraud, abuse, illegal activity, or network interference;
  • Continuing service creates a safety or security risk;
  • A wholesale provider or building owner withdraws access;
  • The service is no longer technically or commercially available; or
  • CloudStar is required to do so by law or regulatory direction.

Where reasonably possible and legally required, CloudStar will provide advance notice and information about the effective termination date.

If CloudStar permanently ends a prepaid service for reasons unrelated to your breach, CloudStar will refund any unused prepaid recurring service charges, subject to applicable law.

CloudStar collects, uses, stores, and discloses personal information for reasonable business purposes, including:

  • Establishing and managing accounts;
  • Confirming identity;
  • Delivering and supporting services;
  • Processing payments;
  • Preventing fraud;
  • Maintaining network security;
  • Scheduling installations and repairs;
  • Communicating service information;
  • Collecting unpaid accounts;
  • Improving products and services;
  • Meeting legal and regulatory obligations; and
  • Sending marketing communications where consent exists.

CloudStar may share necessary information with:

  • Network operators;
  • Wholesale carriers;
  • Installation contractors;
  • Payment processors;
  • Equipment providers;
  • Software and cloud-service providers;
  • Collection agencies;
  • Emergency-service providers;
  • Regulators;
  • Law-enforcement agencies; and
  • Other parties authorized by law or by the customer.

CloudStar will use reasonable administrative, technical, and physical safeguards to protect personal information.

Customers may request access to or correction of their personal information, subject to legal exceptions.

Additional details may be provided in CloudStar’s Privacy Policy.

You consent to receive necessary service communications by email, text message, telephone, customer portal, or another contact method, including:

  • Invoices;
  • Payment reminders;
  • Outage notices;
  • Appointment confirmations;
  • Installation updates;
  • Security alerts;
  • Contract notices;
  • Account changes; and
  • Technical-support messages.

These operational messages are part of managing your service.

CloudStar may send promotional communications where it has the consent or other lawful authority required by Canada’s anti-spam legislation.

Marketing messages will identify CloudStar and provide an unsubscribe method where required. Unsubscribing from marketing does not prevent CloudStar from sending necessary service or account notices.

Standard message and data rates charged by your mobile provider may apply.

You are responsible for protecting:

  • Account passwords;
  • Wi-Fi passwords;
  • Email credentials;
  • Portal access;
  • Security codes;
  • Telephone-system credentials; and
  • Other authentication information.

You must notify CloudStar promptly if you suspect unauthorized access.

CloudStar may temporarily restrict access or require identity verification where fraud or unauthorized activity is suspected.

CloudStar employees will not normally ask you to disclose your complete password.

35. Customer Content and Data

You are responsible for content transmitted, stored, accessed, published, or shared using the service.

CloudStar does not control or endorse customer content.

You should maintain independent backups of important data. CloudStar is not a data-storage or backup provider unless a written service agreement expressly states otherwise.

CloudStar will provide services using reasonable care and skill.

However, except for warranties that cannot legally be excluded, services and equipment are provided on an “as available” basis.

CloudStar does not guarantee:

  • Continuous or error-free service;
  • A specific Wi-Fi range;
  • Compatibility with every device;
  • Availability of every website, application, channel, or third-party service;
  • Protection from every cyberattack;
  • Recovery of customer data; or
  • That services will meet every individual business or personal requirement.

Nothing in these Terms removes a statutory warranty or consumer right that cannot legally be waived.

To the maximum extent permitted by law, CloudStar will not be responsible for indirect, incidental, special, punitive, or consequential losses, including loss of:

  • Revenue;
  • Profit;
  • Business;
  • Opportunity;
  • Data;
  • Content;
  • Productivity; or
  • Reputation.

CloudStar’s liability for a service-related claim will generally be limited to the amount paid for the affected service during the period directly related to the claim, unless applicable law or a written service-level agreement requires otherwise.

This limitation does not apply to liability that cannot legally be excluded or limited, including liability arising from fraud, wilful misconduct, or another legally non-excludable obligation.

Customers using services for business-critical, medical, security, emergency, or life-safety purposes must maintain suitable backup systems.

CloudStar is not responsible for a failure or delay caused by events outside its reasonable control, including:

  • Natural disasters;
  • Severe weather;
  • Fire;
  • Flood;
  • Public emergency;
  • War;
  • Civil unrest;
  • Labour disruption;
  • Power failure;
  • Cyberattack;
  • Government action;
  • Supply-chain interruption;
  • Building-access restrictions;
  • Cable cuts;
  • Third-party carrier failure; or
  • Failure of infrastructure not controlled by CloudStar.

CloudStar will take reasonable steps to restore affected services.

Customers should first contact CloudStar so that we have a reasonable opportunity to investigate and resolve the concern.

When submitting a complaint, please provide:

  • Your name;
  • Account number;
  • Service address;
  • Contact information;
  • A description of the concern;
  • Relevant invoice or ticket numbers; and
  • The resolution you are requesting.

Complaints may be submitted through CloudStar Customer Service using the contact information in Section 1.

CloudStar will review the complaint and may escalate it to a manager where necessary.

The Commission for Complaints for Telecom-television Services, or CCTS, is an independent organization that helps eligible Canadian telecommunications and television customers resolve complaints.

CCTS services are available at no cost to customers.

You should first attempt to resolve the concern directly with CloudStar. If the matter remains unresolved, you may contact the CCTS.

Information about the CCTS complaint process is available through the CCTS website.

CloudStar may update these Terms to reflect:

  • Changes in law;
  • Regulatory requirements;
  • New services;
  • Technology changes;
  • Network requirements;
  • Security needs;
  • Changes to third-party services; or
  • Reasonable business requirements.

CloudStar will provide advance notice of material changes when required by law.

A notice will explain the change, the effective date, and any cancellation rights available to you.

CloudStar will not rely solely on continued use as acceptance of a change where express consent is legally required.

CloudStar may deliver notices through:

  • Email;
  • SMS;
  • Invoice message;
  • Customer portal;
  • Postal mail;
  • Website notice; or
  • Another reasonable communication method.

You are responsible for keeping your contact information current.

A notice sent to the most recent contact information on the account will be considered delivered in accordance with applicable law.

You may not transfer your account or agreement to another person without CloudStar’s written approval.

CloudStar may assign or transfer its rights and obligations as part of a financing, restructuring, network arrangement, sale, merger, or transfer of business, subject to applicable law.

An assignment will not remove any customer protections provided by law.

These Terms are governed by the laws of the province or territory where the service is provided and the applicable federal laws of Canada.

Where legally permitted, disputes involving services provided in Alberta will be governed by the laws of Alberta and heard by a court with jurisdiction in Alberta.

Nothing in this section limits a customer’s right to use the CCTS or another regulatory or statutory complaint process.

If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions will continue to apply.

The affected provision will be interpreted or modified only to the extent necessary to make it lawful and enforceable.

If CloudStar does not immediately enforce a provision, that does not mean CloudStar permanently waives the provision.

Any waiver must be confirmed in writing and applies only to the specific circumstances identified.

These Terms, together with your Service Agreement, service order, service summary, Privacy Policy, Acceptable Use Policy, and applicable written amendments, form the entire agreement between you and CloudStar concerning the services.

Statements made by a representative are binding only when included in the written agreement or otherwise confirmed by CloudStar in writing.

By signing a Service Agreement, placing an order, activating a service, or continuing to use a service after receiving these Terms, you acknowledge that:

  • You have reviewed the applicable service details;
  • You understand the prices and billing arrangements;
  • You understand any promotional period;
  • You understand the equipment-return obligations;
  • You have received an opportunity to ask questions;
  • You are authorized to enter into the agreement; and
  • You agree to comply with these Terms and applicable law.