TPx General Terms and Conditions
Terms and Conditions for Mobile Customers
Returns and Replacements
For equipment issues, you can contact us at 877-487-8722, and press 2 for Technical Repair and choose Mobile. If the device you received isn’t working and you contact us within the first 30 days of ordering your service, we can help. We will ask you a few simple qualifying questions to ensure we understand the problem, and from there we can send a replacement device overnight. We will ask you to return the faulty equipment in the original box including the contents and accessories.
For faulty equipment issues reported after 120 days and up to 1 year we will work with you to obtain a replacement either through TelePacific or through the manufacturer’s warranty program. Just call us to initiate the troubleshooting process and receive an RMA Number.
For equipment that is broken, but not due to any TelePacific issue, we can work with you to obtain your replacement device and make the appropriate service plan changes. Please note: replacement equipment expense will be incurred by the customer.
If your device has been lost or stolen, please contact us immediately and we can suspend your service and work with you to get a replacement device. Once you have your replacement, we can reactivate your service at no charge. The full retail cost of equipment replacements will be the customer’s responsibility.
Voice Plan Terms
Data Plan Terms
Calculating Your Charges
Airtime and other measured usage (“chargeable time”) is billed in full-minute increments, and actual airtime and usage are rounded up to the next full-minute increment at the end of each call for billing purposes. Telepacific charges a full minute of airtime usage for every fraction of the last minute of airtime used on each wireless call. For charges based on the amount of time used, we’ll round up any fraction to the next full minute. For outgoing calls, usage time starts when you first press SEND or the call connects to a network, and for incoming calls, it starts when the call connects to a network (which may be before it rings). Usage time may end several seconds after you press END or after the call disconnects. For calls made on our network, we only charge for calls that are answered, including by machines. Usage cannot always be processed right away and may be included in a later bill.
Data transport is calculated in full-kilobyte increments, and actual transport is rounded up to the next full-kilobyte increment at the end of each data session for billing purposes. Telepacific calculates a full kilobyte of data transport for every fraction of the last kilobyte of data transport used on each data session. Network overhead, software update requests, and resend requests caused by network errors can increase measured kilobytes. Data Service will be rated based on actual KB usage. All monetary charges will be rounded at two places per session, or for customers who qualify for 4-digit billing, the fourth place per session, and summed up by feature, service plan and usage type, and then rounded to the second decimal place on the Invoice.
If you select a rate plan that includes a predetermined allotment of services (for example, a predetermined amount of airtime, megabytes or text messages), unless otherwise specifically provided as a part of such rate plan, any unused allotment of services from one billing cycle will not carry over to any other billing cycle. We may bill you in a format as we determine from time to time.
Usage and monthly fees will be billed as specified in your rate plan brochure, customer service summary, or rate plan information online. Monthly service and certain other charges are billed one month in advance. Your first invoice may contain charges for more than thirty (30) days of Service (“Prorated Amount”) depending on when your service order (which initiates the billing of recurring charges) was placed. Billing cycles and dates may change from time to time. Except as otherwise provided in your Service Plan, Monthly Recurring Charges (“MRCs”) are billed one billing cycle in advance.