Billing Policy

Payments

Billed amount will be withdrawn monthly on the 16th of each month, or the first business day thereafter. Upon signup, first month's payment will be the prorated amount due plus the next month's billing, in advance. Payment is due within 30 days of invoice, services may be blocked if payment is not received at that time.

Overdue Accounts

Interest is payable on overdue amounts at a rate of 8% per month on accounts past 30 days from the initial invoice date.

Payments

We are happy to accept pre-authorized debit payments, major credit cards as well as e-transfers. Please reach out for more information.

Pre-authorized Payments

Whitewater Internet utilizes a secure transfer platform for all payments made online, in person and over the phone. You have certain recourse rights if any debit does not comply with your signed agreement. For example, you have the right to receive reimbursement for any debit that is not authorized or is not consistent with the PAD Agreement. To obtain more information on your recourse rights, contact your financial institution or visit www.cdnpay.ca.

Refunds

There are no refunds for services already rendered. Please call customer service should you experience a service outage, for any reason. Account changes must be made 5 business days prior to the end of the billing cycle to take effect. This includes cancellations.

Cancellations

There is no set term, or cancellation fees. Whitewater Internet must be permitted to remove all hardware that was supplied by and owned by Whitewater Internet. A mutually agreed to time will be set, and a Whitewater Internet technician will remove the supplied equipment at no cost.

Service Policy

Installation Gear

Whitewater Internet owns equipment providing service to the customer including the radio, antenna, dish and power supply. All other equipment is considered part of the installation fee and is owned by the customer.

Customer Service

Customer service is available Monday-Friday 9:00 AM to 5:00 PM (EST).

Technical Support

Technical Service is available the same hours as above, except for emergency outages. Should you require emergency service, we will answer the emergency number 24/7. Fees may apply for after-hours service for non-emergency repair service.

Email Notifications

Notifications to all clients will be via Email.

Acceptable Use Policy

Whitewater Internet reserves the right to monitor traffic for the purpose of identifying malicious traffic.

Whitewater Internet will use traffic filtering and blocking traffic as a last resort when protecting Whitewater Internet's networks. Nonetheless, Whitewater Internet reserves the right to throttle, filter, or block, any service, at Whitewater Internet's sole discretion, in order to protect Whitewater Internet's networks from malicious traffic.

Whitewater Internet reserves the right to suspend or terminate the any service, without notice, following a violation of this Acceptable Use Policy. The final decision to terminate your account lies solely at the discretion of Whitewater Internet.

The Customer is responsible for maintaining the security of their connection and devices. The customer is responsible for any applicable account overage fees and any violation of this Acceptable Use Policy resulting from viruses or malicious software connecting to their internet connection, or on devices connected to their local network.

Whitewater Internet is not responsible for the security of the Customer's internet connection. Whitewater Internet is not responsible for the loss or compromise of any sensitive or personal data.

Illegal activities

Encouraging, facilitating, or engaging in illegal activities is prohibited. Violations of this type will be immediately reported to the appropriate authorities. The customer will not:

  • transmit or link to any communication where the meaning of the message, or its transmission or distribution, would violate any applicable law or regulations, including those which deal with obscene communications, or its transmission is for the purpose of making an annoying or offensive communication to any other person;

  • obstruct the Whitewater Internet service's identification procedures in electronic communications that you initiate, while anonymous services may be used provided that you do not attempt to impersonate others;

  • disrupt or interfere with the Whitewater Internet services or any service of any other Internet access provider; knowingly interfere with the lawful use, by others, of their accounts;

  • modify, reverse engineer or, decompile, disassemble, or create derived works based on Whitewater Internet provided software;

  • deliberately release computer viruses or other unauthorized or unwanted computer programs or data onto the Internet;

  • carry out any other act or omission which is contrary to law.

Unsolicited communications

The customer will not use a Whitewater Internet account to send out large quantities of unsolicited e-mail or other communications, whether of a commercial nature or not. Abusive messages that are threatening, harassing, or coercive in nature are similarly not permitted. The Customer will cease sending e-mail messages to another individual or another system who has explicitly requested that you cease.

Harassment

The Customer will not engage in the harassment of any person.

Hacking

The Customer will not use Whitewater Internet services to make unauthorized attempts to access, scan, or probe the systems and networks of others.

Acceptable use policy of other network(s)

The Customer will follow the Acceptable Use Policy of any networks accessed using the Whitewater Internet network.

Denial of Service

The Customer will not engage in any denial of service attack.

Copyrighted material

The Customer will not upload or transmit any copyrighted material without permission of the owner(s).

Unlawful material

The Customer will not upload or transmit any unlawful content, including but not limited to public incitement or willful promotion of hatred, pyramid selling, unauthorized use of a computer, mischief in relation to data, fraud, defamatory libel, obscenity, child pornography, harassment, stalking and uttering threats.

Terms applicable to retail residential and business internet customers

Service reselling prohibited

The Customer will not share, resell, or provide, as part of any commercial transaction, the Whitewater Internet service to any third party.

Right to prioritize

Whitewater Internet reserves the right to limit access connectivity, if required, in periods of peak network demands.

IP address ownership

Any IP addresses that are assigned to the Customer for the internet service remain the property of Whitewater Internet.