Residential Customer Agreement
Lost/Stolen Cards:
If your Smart Card is lost or stolen we will replace your Smart Card for a charge of one
hundred dollars ($100.00) on your account.
Defective Smart Cards:
Defective Smart Cards will be replaced for a charge of one hundred dollars ($100.00) on
your account. You will receive a $100.00 credit to your account if (a) you return the
defective Smart Card to us within thirty (30) days, and (b) our investigation does not
reveal any unauthorized tampering of the Smart Card.
Damaged Smart Cards:
Damaged Smart Cards will be replaced for a charge of one hundred dollars ($100.00) on
your account. Upon our receipt of the damaged Smart Card thirty dollars ($30.00) will be
credited to your account – unless our investigation reveals unauthorized tampering.
(e) Liability for unauthorized use
If either of your IRD or Smart Card is destroyed, lost, stolen or otherwise removed from
your premises without your authorization, you must notify our Customer Service Centre
immediately in order to avoid liability for payment for any unauthorized use. You will not
be liable for unauthorized use after we have received your timely notification.
(f) Additional IRDs in the same household
It is a condition that any additional IRD/Smart Card combination(s) purchased and
activated to receive the same Programming as your initial IRD/Smart Card must be
located at the service address listed on your account and must be continuously connected
to the same operating telephone line. We may, in our sole discretion, disconnect the
Programming of any Subscriber that activated additional IRDs in breach of this section.
The activation of any new additional IRD(s)/Smart Card(s) is subject to the additional
IRD fee described in Section 6(g) below. You may activate up to a maximum of five (5)
additional IRDs on your account at any time. If you require more than five (5) additional
IRD(s), you must open a new separate account to activate such additional IRD(s) and you
will be billed separately for the services received through those additional IRD(s).
(g) Vacation Properties or Secondary Locations
No exceptions are made to section 5(a) for customers using the ExpressVu Service at a
secondary location, vacation property or mobile unit, such as a camper, boat or
recreational vehicle. Under no circumstances, including vacation properties, are
customers permitted to maintain multiple IRDs on one account that are active at different
locations simultaneously. If an IRD is installed in a mobile unit such as a camper, boat or
other recreational vehicle, you are only permitted to have one IRD active on that account.
6. Rates, Fees and Charges
(a) Introduction
Programming rates, fees and charges are charged in accordance with this Agreement.
ExpressVu reserves the right to impose other rates, fees and charges or to change the
amount of existing rates, fees and charges, at any time, but we will provide you with
notice of any such change. Our rates, fees and charges for Programming are available
upon request from the Customer Service Centre. If you have any concerns about our
rates, fees or charges, we would ask you to contact our Customer Service Centre.
You may also contact the governing body for broadcasters in Canada, the CRTC, by
writing to it (with a copy to ExpressVu) at the following address:
CRTC, Ottawa, Ontario, K1A 0N2.
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