Terms and Conditions

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TPx General Terms and Conditions

TPx General Terms and Conditions as of August 23, 2019

 

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

  1. Individual voice plans are provisioned per device. Different plans could co-exist within the same TPAC account.
  2. Customers exceeding the plan minute allowance must pay the corresponding per minute overage rate
  3. Usage is billed 60/60
  4. Night and Weekend periods are defined as Monday-Friday 9pm to 6am and Friday 9pm through Monday 6am respectively.
  5. Monthly allowance minutes cover domestic long distance calling and include Hawaii & Alaska.
  6. Anytime minutes will apply when mobile-to-mobile and/or Nights and Weekends allowance is exhausted
  7. When overlaps occur, call minutes are applied to mobile-to-mobile minutes first, then Night and Weekend minutes, then anytime minutes.
  8. Customers wanting to migrate from one plan to the other may do so anytime within the bill cycle. MRC and usage allowance will be pro-rated and new rate will apply on overage.
  9. Monthly minute allowance cannot not be shared across multiple devices within the same TPAC account
  10. Un-used minute allowances cannot be carried over to the following billing month.
  11. Airtime minutes are applied for inbound and outbound calls.
  12. Retrieving voice mail from cell phone will incur mobile airtime. Calling 411 directory assistance & dialing international destination will incur mobile airtime plus service usage.
  13. Voice Roaming Rate per Minute is in addition to the Roaming Carrier’s applicable charges including long distance charges, toll charges, surcharges, and taxes, which are billed on a pass-through basis

Data Plan Terms

  1. Individual voice plan is provisioned per device. Different plans could co-exist within the same TelePacific account.
  2. Customers exceeds the plan allowance must pay the corresponding per MB overage rate.
  3. Data usage is billed per MB. Fractional data usage is rounded up to the next MB.
  4. Customers wanting to migrate from one plan to the other may do so anytime within the bill cycle. MRC and usage allowance will be pro-rated and new rate will apply on overage.
  5. Individual data plan is provisioned per device – MDN. Different plans could co-exist within the same TPAC account
  6. Monthly MB allowance cannot not be shared across multiple devices (MDN) within the same TPAC account
  7. Un-used MB allowance cannot be carried over to the following billing month
  8. MB usage is applied to both upload and download data from the network
  9. Data plan can be combined with voice offering
  10. Data Roaming Rate per Kilobyte is in addition to the Roaming Carrier’s applicable charges including long distance charges, toll charges, surcharges, and taxes, which are billed on a
  11. Pass Through basis.
  12. When roaming off network, the roaming carrier’s applicable charges including long distance and toll charges, surcharges, and taxes are billed on a pass-through basis.

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.