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Strigo Terms and Conditions of Service

TerreStar Solutions Inc., doing business as Strigo™1 (“Strigo”, “we” or “us”) is pleased to provide our Services (as defined below) to you (“you” or “customer”) in accordance with the following Terms and Conditions of Service.  These Terms and Conditions of Service incorporate by reference the following additional Strigo policies, as they may be amended from time to time: 

  • the Strigo Internet use policy at page 14 of this document, which sets out the policies, rules, and limits regarding your use of the Internet access service we provide (“Internet Use Policy”); 
  • the Strigo Privacy Policy (the most current version of which may be found at https://strigo.ca/en/privacy-policy;  
  • the Strigo Website Terms Use policy (the most current version of which may be found at https://strigo.ca/en/terms-and-conditions; and  
  • any other policies of Strigo that we may make you aware of from time to time, 

(together, the “Agreement”). 

In the event of any inconsistency between the foregoing documents, these Terms and Conditions of Service shall have precedence over the additional Strigo policies. 

Please take a few minutes to read the entire Agreement, including the referenced policy documents, before accepting the Agreement or using the Services. All of the parts are important and together create a legal contract concerning the Telecommunications Services and the Telecommunications Equipment (both as defined below) which applies to you once you have accepted it or use the Services. 

BY USING ANY COMPONENT OF THE SERVICES, INCLUDING THE STRIGO EQUIPMENT AND STRIGO SOFTWARE, YOU ACCEPT AND AGREE TO BE BOUND AND COMPLY WITH THE TERMS AND CONDITIONS OF THIS AGREEMENT. IF YOU DO NOT AGREE TO THE TERMS AND CONDITIONS OF THIS AGREEMENT, YOU MUST NOT ACCESS OR USE THE SERVICES OR THE STRIGO EQUIPMENT. 

These Terms and Conditions of Service are written in a question and answer format to make it easier to understand your rights and obligations under this Agreement. If you have any questions, Strigo’s contact information is listed below under Question 34 and on our website at Strigo.ca [https://strigo.ca/en/contact-us]. 

Services

Strigo provides Internet access in remote Canadian locations using mobile satellite services. Our service offering consists of the following components: 

  • Telecommunications Services: We provide customers with a connection to the Internet in locations within the service area of the EchoStar T1 satellite (see Question 14 for further details about the scope of our geographic coverage). These services are provided using mobile satellite service (a wireless connection between a satellite and a mobile satellite device) (collectively, the “Telecommunications Services”). 
  • Telecommunications Equipment: In order to receive the Telecommunications Services, customers require a mobile satellite device (the antenna and base station required to connect to the satellite, as more fully described in Question 8), equipped with required software, and a subscriber identification module (SIM) card (purchased separately), which is installed in the mobile satellite device. Customers may also choose to buy optional accessories, such as additional AC adapters or vehicle adapters, spare battery packs, etc. Your mobile satellite device connects you with the EchoStar T1 satellite, and acts like a wireless hub, providing Ethernet and WiFi access to the Internet for your computers and wireless devices. The equipment described in this paragraph is collectively referred to as the “Telecommunications Equipment” throughout this Agreement. 

Strigo offers only prepaid services, so you’re not locked into a fixed-term contract.  Telecommunications Services are paid for through the purchase of “virtual” prepaid vouchers (see details of our prepaid vouchers under Question 7). 

The foregoing service components, related administrative services (including technical support, repair and billing/account management), and any other associated services, software or equipment that Strigo may offer from time to time, are collectively referred to in this Agreement as “the Services”. 

Terms and Conditions of Service Applicable to Strigo Services

1. What does this Agreement cover?

Unless otherwise specified, this Agreement governs all aspects of the Services that you may receive from Strigo, as applicable. By their nature, or as specified, some provisions of the Agreement apply only with respect to certain aspects of the Services, such as the Telecommunications Services, or the Telecommunications Equipment.

2. How can I obtain a copy of this Agreement?

Customers can always print or download a copy of the Agreement by accessing the Strigo self-service portal at my.strigo.ca. 

3. Is this Agreement available in an alternative format?

Yes. Strigo is committed to being an accessible service provider for our customers and is working diligently to identify, prevent and remove barriers to accessibility. You can find more information about Strigo’s accessibility commitment and plans at https://strigo.ca/en/accessibility and in French at https://strigo.ca/fr/accessibilite. You can request this Agreement in alternative formats such as large print, braille, audio format, electronic form, or other formats compatible with adaptive technology that are intended to assist persons with disabilities, by contacting us using one of the following options:

4. Can Strigo make changes to this Agreement?

Yes. We may change, add or remove any sections of this Agreement and any features of the Services at any time. If we decide to do this we will provide you with at least 30 days prior written notice of the change either by email, bill message, messages in the Strigo self-service portal at my.strigo.ca, or by other means. The notice will clearly (i) identify the change(s), (ii) set out the new or amended sections only, or the amended sections and the sections as they read formerly, the date of the coming into force of the amendment and your rights of cancellation arising from the change; and (iii) provide that, if the amendment entails an increase in your obligations or a reduction in our obligations, you may refuse the amendment and cancel this Agreement without cost, penalty or cancellation indemnity by sending us a notice to that effect no later than 30 days after the amendment comes into force. If we do not receive any notice from you cancelling this Agreement, then your continued use of the Services following our notice of the changes confirms that you have expressly agreed to and accepted the Agreement as amended. 

Some of the Services provided by Strigo are subject to service conditions imposed by the Canadian Radio-television and Telecommunications Commission (the “CRTC”) including the Wireless Code [ https://crtc.gc.ca/eng/phone/mobile/code.htm ], created so that consumers of wireless services will be better informed of their rights and obligations under their contracts with wireless service providers. The Wireless Code was chiefly intended for conventional wireless telephone service providers, and only a small subset of its requirements apply to Strigo, given its unique service model. Applicable conditions are reflected in this Agreement. This Agreement may be changed as necessary to comply with any new or modified CRTC requirements. 

Note that individual Strigo personnel, such as sales, technicians, or Customer Care representatives are not authorized to change, modify, or amend this Agreement, and you may not rely on any such unapproved change, modification or amendment. Changes to this Agreement are only effective when approved in writing by Strigo. 

Privacy

5. How does Strigo protect my personal information?

We care about your privacy and employ a range of technical, operational and administrative safeguards in our network and systems designed to protect your personal information against unauthorized access, use and disclosure. Please see the Strigo Privacy Policy [https://strigo.ca/en/privacy-policy] for details on the personal information that Strigo collects from you, how it uses that information, and the measures we employ to safeguard it. 

You also have an important role in protecting your privacy and personal information. You are responsible for the security of the Telecommunications Equipment and any related accessories in your possession, as well as for securing your account password and restricting access to your account by others. You should choose a strong, unique password that will be hard for others to guess and should not share it with anyone or otherwise allow them to access your account. You should never respond to email requests for your password, even if the request appears to come from Strigo. You are also responsible for securing access to any mobile devices or computers you may use to access the Internet through the Strigo Services, including through restricting physical access to your device, employing strong password protection, and maintaining up-to-date security and anti-malware software.

Telecommunications Services

6. Service description

As noted above, Strigo provides customers with a connection to the Internet with its mobile satellite services in locations within the service area of the EchoStar T1 satellite (see Question 14 for further details about the scope of our geographic coverage). These services are provided using mobile satellite service (a wireless connection between a satellite and a mobile satellite device).

7. Prepaid vouchers

With Strigo, it’s simple. Unlike some other types of wireless service that lock you into a fixed term contract, Strigo offers only prepaid services, which allow you to stop or cancel service at any time without cancellation fees. 

When you initiate service, you purchase a Strigo virtual prepaid voucher, which pays in advance for a specified amount of data that you may use through Strigo’s Telecommunications Services (the “Data Allowance”). The voucher is “virtual” as it is not a physical certificate or card, but rather, an entitlement to use the Strigo Telecommunications Services up to the limit of the purchased Data Allowance. When you purchase a voucher, the corresponding Data Allowance is credited to your online account, and you draw down on this allowance as you use the Telecommunications Services. You may review your my.strigo.ca account at any time to determine how much of your Data Allowance remains. 

A prepaid voucher entitles you to a Data Allowance which will enable you to receive and transmit a certain amount of data, during a validity period of up to 365 days after the purchase of your voucher (the “Validity Period”). Your voucher will expire when you’ve reached your maximum Data Allowance (depending on the amount you have purchased) or 365 days after the date you purchased the voucher, whichever comes first. Any remaining Data Allowance from an expired voucher may not be carried over to any subsequently purchased vouchers or Validity Periods. 

When your voucher expires, it will then be time to purchase another prepaid voucher in order to continue the Telecommunications Service. When you are close to using all of your purchased Data Allowance, or the 365-day Validity Period is about to expire, you may wish to purchase an additional voucher and have it ready to go so that when your current voucher is used up, your services will continue without interruption.  

Please note that prepaid vouchers are non-refundable, whether used or unused and, as stated above, are no longer valid 365 days after they are purchased (or if you’ve used up the Data Allowance before the end of that period). Since the Validity Period commences at purchase, any “spare” vouchers should be purchased near to the anticipated expiry or exhaustion of an existing voucher. Where more than one voucher has been purchased, the Data Allowance on the oldest voucher is always expended first. Remember that you can purchase a new voucher through our website 24 hours/day, 365 days a year, resulting in an immediate credit to your account of the Data Allowance that you have purchased. 

Telecommunications Equipment and Software

8. Mobile satellite device description

The Mobile Satellite Device is a self-contained device that incorporates an internal satellite antenna which is capable of transmitting and receiving data from the EchoStar T1 satellite (the “Mobile Satellite Device”). You may connect to the Mobile Satellite Device any smartphone, tablet or personal computer that meets the minimum system requirements (see the Mobile Satellite Device user guide provided by Strigo for details [https://strigo.ca/content/files/Strigo_Hughes_4201_User-Guide-EN.pdf]). To connect your devices, the Mobile Satellite Device includes a standard Ethernet port, for a wired connection, as well as WiFi capability allowing for wireless connection by up to four wireless devices. 

To operate the Mobile Satellite Device on the Strigo network, you also need a SIM card (purchased separately), which is inserted into the Mobile Satellite Device. 

9. Purchase

Unlike other types of wireless services that lock you into a fixed term contract, Strigo provides its Service only on a prepaid basis, so you’re not locked in. Before commencing Service, customers must purchase the “Strigo Connectivity Kit”, which includes the Mobile Satellite Device, a high-capacity Lithium Ion Battery, an AC/DC adapter/charger, an Ethernet cable and instructions. Unlike mobile phone plans with which you might be familiar, the Strigo Mobile Satellite Device is purchased and paid in full when you first commence Service, so there are no further payments to make toward the purchase of this equipment, and you are not locked into any minimum contract period as a result. 

For convenience, customers may also choose to buy optional accessories, such as additional AC adapters or vehicle adapters, spare battery packs, etc.; but these are not necessary for use of the Services. 

10. Warranty

Your Mobile Satellite Device and related Strigo accessories, other than the high-capacity Lithium Ion Battery, are covered by a limited one-year warranty, and the high-capacity Lithium Ion Battery is covered by a limited six-months warranty (collectively, the “Warranty”). The Warranty protects against any defect in material and workmanship that materially affects the performance of the Mobile Satellite Device or related accessories, as compared with the relevant specifications for such equipment (a “Defect”). Strigo will, at its option and expense, promptly repair or replace, or cause to be repaired or replaced any Strigo device or accessories that prove to have a Defect during the applicable one-year or six-month Warranty period, which commences on the date of shipment of the Mobile Satellite Device and/or accessories to the customer. 

With the exception of residents of Quebec, or as otherwise explicitly required by law, Strigo provides no additional warranty with respect to the Mobile Satellite Device. The Warranty covers the original purchaser only and is not transferrable. 

The Warranty covers only the Mobile Satellite Device, other equipment in the Connectivity Kit (i.e. high-capacity Lithium Ion Battery, AC/DC adapter/charger and Ethernet cable), and any other Strigo accessories you may purchase from us (such as additional AC adapter, power cord, spare battery pack, vehicular adapter, or other items that we may offer from time-to-time). 

The Warranty does not cover damage or performance degradation or failure due to external causes, including accident, vandalism, acts-of-God, abuse, misuse, problems with electrical power, servicing not authorized by the manufacturer, usage not in accordance with product instructions (including failure to continuously provide a suitable installation and operational environment), failure to perform required preventive maintenance, and problems caused by the use of parts and components not supplied by Strigo, including the use of any third-party power supply. Any unauthorized opening of the equipment enclosure or tampering with the equipment, including any user modifications, will void the Warranty in its entirety. 

In order to make a claim under the Warranty, you must notify Strigo of an alleged Defect during the applicable one-year or six-month Warranty period and return the equipment in question to Strigo for assessment. Any Defect notification you wish to communicate with Strigo should be done through the Strigo Customer Care Centre or through your online account at my.strigo.ca . Defective equipment must be returned by post to Strigo, using the original packaging and shipping carton in which you received your device or accessories as well as the prepaid mailing label, which is included with your Strigo Connectivity Kit, to be used for this purpose. We strongly recommend that you retain this label, in case you need to make a claim under the Warranty. If you do not retain this prepaid label, you will be responsible for the cost of insured delivery of the defective item in question to Strigo. We also recommend that you retain the original packaging and shipping carton for your equipment, to facilitate any warranty claims and ensure that the defective equipment or accessories will not be damaged in transit back to Strigo. You may also wish to note that the original packaging is required in order to take advantage of our Trial Period (see Question 21 for details of our Trial Period). 

Following receipt of your returned equipment or accessories, Strigo will promptly assess your claim. If it is determined that a Defect does exist, and the equipment or accessory in question is still within the applicable one-year or six-month Warranty period, Strigo will, by return post, send you the repaired or refurbished equipment or accessory, or a replacement of such. Otherwise, if it is determined that a Defect does not exist, the given equipment or accessories will be returned to your mailing address promptly. 

11. Can I move the Strigo Mobile Satellite Device?

Yes, please do! We encourage you to use your Strigo Mobile Satellite Device anywhere within the Canadian coverage footprint of the EchoStar T1 satellite (see Question 14 and related links for further coverage details). 

Strigo’s Services are licenced for use only within Canada, and the Services are accordingly provided only in Canada. In addition, the Mobile Satellite Device is provided in compliance with the export laws and regulations imposed or administered by the United States of America and Canada (collectively, “Trade Controls”). You warrant that you shall not, directly or indirectly, use; sell; provide; export; re-export; transfer; divert; loan; lease; consign; or otherwise dispose of any products; software; source code or technology (including products derived from or based on such software, source code, or technology) received from Strigo to any person, entity, end-user or destination prohibited by such Trade Controls without obtaining any required government authorization. 

12. What terms apply to software supplied by Strigo?

The Mobile Satellite Device relies on proprietary software, pre-installed on the device, in order to operate. Strigo grants you a limited, non-exclusive, non-transferable and non-assignable licence to use the Strigo software (including third party software) that came with the Mobile Satellite Device (“Licensed Software”), as may be updated or replaced by feature enhancements, software updates, or system restore software provided by Strigo (“Licensed Software Updates”) and associated documentation (the Licensed Software, Licensed Software Updates, and documentation are collectively referred to as the “Strigo Software”) solely in the operation of the Mobile Satellite Device (the “Licence”). 

Strigo, at its discretion, may make available future Licensed Software Updates. This Agreement and these Licence terms will govern any Licensed Software Updates provided by Strigo, unless such Licensed Software Update is accompanied by a separate licence, in which case you agree that the terms of that licence will govern. In order to provide the Services, comply with contractual restrictions or statutory requirements, or as otherwise required or permitted by law, we may modify, upgrade, or remove the Licensed Software at any time without providing prior notice to you, and you explicitly consent to such installation, removal or modification of the Strigo Software on your Mobile Satellite Device. The Licensed Software is the confidential and proprietary information of Strigo and our licensors and embody trade secrets and intellectual property protected under Canadian copyright laws and other laws. 

Strigo and its licensors retain ownership of the Strigo Software itself and reserve all rights not expressly granted to you under this Licence. You may not, and you agree not to or enable others to, copy, translate, decompile, reverse-engineer, distribute, remarket, disassemble, attempt to derive the source code of, decrypt, modify, create derivative works of, or make any other unauthorized use of the Strigo Software or any part thereof (except as and only to the extent any foregoing restriction is prohibited by applicable law or by licensing terms governing use by third parties that may be included with Strigo Software). You agree not to remove, obscure, or alter any proprietary notices (including trademark and copyright notices) that may be affixed to or contained within the Strigo Software. You may not rent, lease, lend, sell, redistribute, or sublicense the Strigo Software. 

This Licence is effective until terminated. Your rights under this Licence will terminate automatically or otherwise cease to be effective without notice from Strigo if (a) you fail to comply with any term(s) of this Licence, or (b) your Services are cancelled or suspended in accordance with this Agreement. Upon the termination of this Licence, you shall cease all use of the Strigo Software immediately. 

Other licence terms (which may include third party licence terms) may apply to other software offered or provided by Strigo from time-to-time, which additional licence terms shall be made available for your review. 

Service Performance

13. Are there any data limitations on the Services?

Each prepaid voucher entitles you to receive and transmit a defined Data Allowance, usable within the 365-day period commencing on the date of purchase of the voucher. Both the service period during which your voucher is valid, and the maximum amount of data use permitted under the Data Allowance are specified when you purchase your prepaid voucher. Once you have used all the data that you have purchased, you must purchase a new prepaid voucher in order to continue using the Services. 

Strigo will notify you when you reach 75% of your data usage limit, 90% of your usage limit and 100% of your usage for each prepaid voucher that you purchase. You can access tools to monitor your data usage and obtain further information at my.strigo.ca. Further information about prepaid vouchers is included in Question 7. 

14. Will the Strigo Services work anywhere in Canada?

While Strigo’s Services can be used in many regions of Canada, opening up vast new areas of the country to Internet connectivity, there are some limits to our coverage, such as in the far North. The Strigo network coverage map is available on the strigo.ca website. There is also a service availability check on the website that will allow you to enter a postal code and find out whether or not an area is within coverage. 

The EchoStar T1 satellite is “geostationary”, which means that it is located 35,786 km above the Earth’s equator. The satellite’s orbit is synchronized with the Earth’s rotation, and so the satellite seems to stay in a fixed position relative the Earth. For a number of reasons, including the curvature of the Earth, communications with the satellite become more difficult the further away from the equator an antenna is located. Strigo’s coverage is limited to the Canadian service contour and service availability of the EchoStar T1 satellite, through which our Telecommunications Services are provided. This satellite provides coverage to much of Canada, except the far North. 

Satellite services also require an unobstructed “view” between the satellite and the Mobile Satellite Device used to transmit and receive signals to and from the satellite – the Mobile Satellite Device must be able to “see” the satellite. Given this characteristic of satellite services, the availability of the Telecommunications Services in certain areas may also be affected by physical obstructions, both natural and man-made, that interfere with the line of sight between your Mobile Satellite Device and the satellite. Depending on the extent to which the Mobile Satellite Device’s “view” of the satellite is obscured, Telecommunications Service may be degraded, or in cases of full obstruction, communication with the satellite may not be possible. 

Satellites work best in remote and non-urban areas. In areas where cellular services are available, the Strigo service may sometimes experience interference from cellular signals. 

For details, please visit our website at strigo.ca, or contact Strigo’s Customer Care Centre at 1-833-955-1862 

15. Are Service speeds guaranteed?

There are many factors that can affect Internet speed and performance, including, but not limited to, signal strength, obstructions and interference at your location; weather conditions; Internet traffic and demand (both overall and to particular sites); the specific technical configuration, capabilities and status of your mobile or computing devices and installed software (including firewalls, settings for optimization, antivirus analysis, backup, Virtual Private Networks, etc.), and other factors beyond Strigo’s control. Accordingly, Strigo provides the Services on a “reasonable efforts” basis and does not guarantee upload or download speeds or other performance measures. 

The time required for a data signal to travel up to a satellite, then back down to earth, means there is a perceptible delay in the communication, which is known as “latency”. Accordingly, Strigo’s satellite-based Services are not designed or intended to support online network-based video games, time sensitive e-commerce applications, online auctions, or other real-time and interactive applications that require low latency. Strigo specifically disclaims any express or implied representations, warranties, conditions, or guarantees for such uses.

16. Are the Services suitable for critical applications?

No. The Services are not fault-tolerant or low-latency (see Question 15), and are not designed or intended for use in or in conjunction with any critical systems or applications requiring fail-safe performance, including, but not limited to, on-line control equipment for use in hazardous environments, such as in the operation of nuclear facilities, aircraft navigation systems, air traffic control, or direct life support machines. Strigo specifically disclaims any express or implied representations, warranties, conditions, or guarantees for such uses. 

Your Use of the Services

17. Are there any rules about my use of the Services?

Yes. The Services must be used respectfully, responsibly and in accordance with this Agreement and the Internet Use Policy at page 14 of this document. Any abuse or misuse of the Services, including our networks, is a serious matter and can result in our termination of your Agreement with Strigo and may lead to criminal or civil liability.

18. Am I responsible for content that I transmit using the Services?

Yes. When using the Services, you must respect the rights of others. You are responsible for ensuring that you have the rights to any content that you copy, post, upload, download, access, store, transmit or communicate to others using the Services including data, documents, videos, music, photos, etc. (“Your Content”). You may not use the Service for a purpose or in a manner that is contrary to this Agreement and our polices, including our Internet Use Policy at page 14 of this document, or any applicable laws including, without limitation, in violation of any copyright, patent, trade-mark, trade secret, confidentiality or other intellectual property or moral, publicity, personality, proprietary, contractual or privacy right of any person or any defamation, unfair competition, criminal or obscenity laws applicable to any content or information transmitted using the Services (including, without limitation, the Criminal Code (Canada)). 

Users are solely in control of any content they post or share on or through the Internet, or any activity that they carry out online, and are solely responsible at law for such content or behaviour. Neither Strigo nor any of its affiliates monitor or censor the use of the Services as a matter of course, but reserve the right to do so, where deemed necessary by Strigo, in order to ensure the safety of any user or the public, or to ensure compliance by a user with law and this Agreement. As the user of the Service, you assume total responsibility and risk for access to or use of Your Content and for your use of the Service and the use of those who you allow to use the Service. 

Please be aware that some software that you may install, or content that you may access from time-to-time, may automatically, and without notice to you, access the Internet, potentially incurring data usage and overage charges. You agree that Strigo has no obligation or liability with respect to any content you may access or software that you may install, and that you are solely responsible for any data usage or other behaviour instigated by such programs or content. 

Administration and Support

19. What technical support does Strigo provide?

If you require technical support for your Services, Strigo is proud to offer assistance 24-hours a day, seven days a week, from our Canadian call centre. Please contact Strigo for technical support for your Services through the Strigo Self Service portal my.strigo.ca or by calling our Customer Care Centre at 1-833-955-1862. You will also find self-help and troubleshooting information on our website at https://strigo.ca/en/support . Our technical assistance applies to the Strigo Telecommunications Services and Telecommunications Equipment only. 

20. Product and Service Payment?

As noted above, in order to use the Services, Customers must first purchase the required Telecommunications Equipment, including the Mobile Satellite Device. This equipment, and related accessories, may be purchased only through the Strigo website at strigo.ca . 

Strigo does not extend credit or offer a monthly pricing plan or long-term contract that allows for the price of the Telecommunications Equipment to be paid for over time. 

In order to have the Mobile Satellite Device associated with your account, you must also purchase a SIM card, for insertion into your Mobile Satellite Device, which allows our system to recognize you as an account holder. 

Finally, in order to be able send and receive data, Customers must also purchase a prepaid “virtual” voucher, which may be purchased only through the Strigo website [https://strigo.ca/en/product/sim-card]. Both the maximum Data Allowance and the service period during which your voucher is valid are specified on the website. 

If you have any questions regarding past purchases or the status of your account or remaining data allowance, please visit the Strigo self-service portal at my.strigo.ca. You may also call Strigo Customer Care Centre at 1-833-955-1862 at any time. 

Trial Period and Ending your Agreement

21. Is there a Trial Period for Strigo?

Yes. Strigo provides you with a 30-day money-back guarantee with respect to your Strigo Connectivity Kit, including the Mobile Satellite Device and any optional Strigo accessories you may have purchased. If you are dissatisfied with the Strigo Service for any reason, let us know within 30 calendar days of purchase (the “Trial Period”) and we will refund the full price of your Connectivity Kit and related accessories. Refund requests must be made through the Strigo self-service portal at my.strigo.ca or by calling the Strigo Customer Care Centre within the Trial Period. 

In order to receive your refund, all components of the Connectivity Kit and any related accessories must be returned in the same condition in which you received it and in its original packaging using the return pre-paid mailing label for Canada Post included in the box. This pre-paid mailing label must also be retained in the event of the need to return equipment to Strigo for repair or warranty matters. If you have not retained your mailing label, you must pay for the insured postage of the Connectivity Kit back to Strigo. Returning the Connectivity Kit without its original packaging may result in damage to the equipment in transit. 

If returned equipment is damaged, but reparable, it will be returned to the manufacturer for repairs and all associated costs will be deducted from the refundable amount. Costs may also be deducted if the original packaging is incomplete or damaged. 

To request a refund, please visit the Strigo self-service portal at my.strigo.ca or contact our Customer Care Centre, 24/7/365, at 1-833-955-1862 within the Trial Period. 

Please note that SIM cards and prepaid vouchers are non-refundable, whether used or unused.

22. How do I cancel my Services?

Although we would be sorry to see you leave, you may effectively cancel the Services by simply ceasing to use the Services and refraining from the purchase of any additional vouchers. You do not need to contact Strigo to do this. There is no additional fee to cancel your Service, and if you change your mind, you can reinstate the Service at any time, using the same Mobile Satellite Device and SIM card you received when you commenced Service, provided that you have a remaining Data Allowance on a valid voucher (e.g. the voucher has not expired), or you purchase a new voucher. 

As noted above in Question 21, please note that SIM cards and prepaid vouchers are, in all cases, non-refundable, whether used or unused. SIM cards will remain activated and prepaid vouchers will remain valid for the entirety of their 365-day Validity Period unless, in the latter case, the data allowance has been used up. Unlike fixed contract plans for other types of telecommunications services, there are no early cancellation fees. 

23. Can I temporarily suspend my Services?

Yes. You can simply stop using the Services at any time and restart the Services at any time (provided you have a remaining Data Allowance on a valid voucher or purchase a new voucher). No need to contact us! 

Please note that, in all cases, prepaid vouchers will be valid for a 365-day Validity Period from the date of purchase, regardless of whether all or part of the Data Allowance remains unused, or whether you have suspended your use of the Services, for any reason, during that 365-day Validity Period. 

24. Can Strigo suspend or disconnect my Services with notice?

To the extent permitted by applicable law, Strigo may, without cause, cancel or suspend any Service upon a minimum of 30 days or such longer period as required by law (60 days in Québec, and Newfoundland and Labrador) prior written notice to you, including where Strigo ceases to offer a Service to which you subscribe. 

Subject to Question 22, you will be provided with a minimum of 30 days’ written notice (or such longer period prescribed by applicable law) prior to any suspension or disconnection, and that notice will let you know (i) the reason for the suspension or disconnection, (ii) the scheduled suspension or disconnection date; (iii) contact information for a Strigo representative who can speak with you about the suspension or disconnection; and (iv) any other information required under applicable law. Strigo will attempt to notify you at least 24 hours in advance of your scheduled suspension or disconnection unless repeated attempts to contact you have failed. Subject to Question 22, suspension or disconnection will always occur on weekdays between 8 a.m. and 9 p.m. or on weekends between 9 a.m. and 5 p.m. (unless the weekday or weekend day precedes a statutory holiday, in which case suspension or disconnection may not occur after noon) in your province or territory of residence. 

25. Can Strigo suspend or disconnect my Services without notice?

In some exceptional circumstances, Strigo can without notice and for cause, suspend, cancel or refuse to provide the Services, or any part of the Services, to you. Cause includes where: (a) Strigo reasonably believes that such action is required to protect the network from harm; (b) Strigo has a reasonable suspicion that fraud has occurred or is likely to occur; and/or (c) Strigo reasonably believes you have breached the terms of this Agreement in any material respect. Strigo may also suspend or disconnect Services without notice where it is required by law to do so.

26. Can Strigo cease to provide an existing Service?

Strigo may discontinue a Service if the underlying telecommunications facilities used to provide the Service including, where applicable, any satellite or terrestrial technology, reaches the end of its useful life, fails in whole or in part, or otherwise becomes unavailable or unusable, or Strigo otherwise becomes unable to continue to provide the Service for any reason outside of Strigo’s control. 

Strigo will make reasonable efforts to: (i) provide at least 60 days’ advance notice to affected customers (or, where Strigo is unable to provide 60 days’ notice, as much notice as it can reasonably provide in the circumstances) and; (ii) assist the affected customers in migrating to an available alternative service, if any. However, in the event that you choose not to accept a replacement service, or no replacement service is available at your service location (for example, because of a change in the geographic coverage area of the satellite), your sole remedy and Strigo’s sole responsibility will be to terminate this Agreement. There are no additional fees associated with such termination. 

27. Does any part of this Agreement continue after cancellation or termination of my Services?

Rights and obligations which by their nature continue beyond termination will survive and remain in effect after the Services and this Agreement have been cancelled, including, but not limited to, Questions 11 (Trade Controls), 12 (Software licence terms) 28 and 29 (Disclaimer & Limitation of Liability) and this Question 27.

Disclaimer & Limitation of Liability

28. How does Strigo limit its liability?

The following provision is inapplicable to Quebec consumers to whom the Consumer Protection Act (Quebec) applies. 

To the extent permitted by applicable law, and subject to the exclusions of liability described below in Question 29, Strigo’s aggregate liability for any and all claims including liability for breach of contract, tort, negligence or other causes of action, arising from or relating to this Agreement (including any related policies), the Strigo Services, including fundamental breach, is limited to actual damages to a maximum amount equivalent to the remaining value of your current prepaid voucher. This limitation of liability does not apply to damages resulting from physical injuries, death or physical damage to your property wholly caused by Strigo’s gross negligence. 

29. Are there any circumstances when Strigo has no liability at all?

The following provision is inapplicable to Quebec consumers to whom the Consumer Protection Act (Quebec) applies. 

The Strigo Service and related equipment are provided on an “as is” and “as available” basis. To the extent permitted by applicable law, Strigo makes no warranties, representations, claims, guarantees or conditions of any nature, express or implied, including fitness for a particular purpose, merchantability, title or non-infringement, or those arising under statute or by custom, usage or trade, with respect to any Services including that (i) communications will be private or secure, (ii) the Services will be uninterrupted, error-free, or free of viruses or other harmful components, (iii) any data or files transmitted by or to you will be transmitted in uncorrupted form or within a reasonable period of time, and all such terms including any of which are collateral, are hereby disclaimed. 

Strigo is not liable for any indirect, special, consequential, incidental, economic, exemplary or punitive damages, loss of business, loss of profit, loss of revenue, loss of data, costs of cover, or loss of goodwill, whatsoever or however caused. 

Strigo is not responsible for and disclaims liability for any claims, damages, losses or expenses arising out of, directly or indirectly, or otherwise relating to: (A) the Strigo Telecommunication Equipment or the use, operation, non-operation, ownership or maintenance of the Telecommunications Equipment; (B) the unavailability of any Services (including any Service outage or disruption), even where such unavailability occurs after activation of the Services; (C) your reliance on or use of the Telecommunications Equipment or Services, or the mistakes, omission, interruptions, deletion of files, errors, defects, delays in operation, transmissions, or any failure of performance of the Telecommunications Equipment or Services; (D) the unlawful use of the Telecommunications Equipment or Services by you or a third party; (E) distribution of any content by you or any third party; (F) third parties accessing your devices, security breaches, cyber-attacks, malware, or ransomware, eavesdropping, denial of service attacks, interception of traffic sent or received using the Services; or (G) Strigo’s failure to meet its obligations due to causes beyond its reasonable control, including (i) war, terrorism, civil insurrection, riots, or imposition of martial law, (ii) pandemics, quarantines or other public health events, (iii) work stoppages, labour disputes or strikes (including those involving us, our affiliates and other telecommunications carriers); (iv) law, order, regulation or direction of any government; (v) failure of the public power grid; (vi) the act or omission of a telecommunications carrier whose network is used in establishing connection to provide the Services; (vii) acts of nature, severe weather conditions, storms, fire, flood, rainstorms, or anomalies affecting the satellite; (viii) loss of, damage to, or disruption (including changes to capacity or geographical coverage) of any telecommunications facilities, including the facilities of a telecommunications carrier whose network is used in establishing connection to provide the Services; or (ix) other force majeure events. 

30. Can this Agreement be transferred or assigned?

This Agreement is personal to you and you cannot assign or sublease this Agreement. We may assign this Agreement, in which case Strigo’s rights and obligations under this Agreement shall be assumed by the assignee.

31. What happens if some or all of the Agreement becomes unenforceable or does not apply?

If any part of this Agreement becomes prohibited or unenforceable, whether by statute or judicial decision or order, the remaining parts will continue to apply to you and Strigo. If we do not enforce any part of this Agreement for any period of time, that part still remains valid and Strigo can enforce it in the future.

32. What laws apply to the Services and where will disputes be resolved?

Telecommunications services are federally regulated. Strigo’s provision of the Services is governed by the federal laws and regulations of Canada, including portions of the Canadian Radio-television and Telecommunications Commission’s Wireless Code, and any provincial laws (or portions thereof) which may apply to Strigo or the Services in the province in which your Services are primarily provided. 

The following paragraphs are inapplicable to Quebec consumers to whom the Consumer Protection Act (Quebec) applies. 

To the extent not precluded by applicable law, you agree that no dispute between you and Strigo, or involving any person but you, may be joined or combined together, without the prior written consent of Strigo, including in any class proceedings. 

This Agreement is governed by the laws of the Province of Ontario, without regard to conflict of laws principles that would require the application of the laws of another jurisdiction, and you agree to irrevocably submit to the exclusive jurisdiction of the courts of the Province of Ontario. 

33. Is this Agreement available in French?

You are receiving this Agreement and all related documents in English because you requested that these documents be in English. If you require a copy in French, please let us know by emailing us at support@strigo.ca, or calling the Strigo Customer Care Centre at 1-833-955-1862. 

Vous avez demandé que cette entente ainsi que tous les documents en faisant partie soient rédigés dans la langue anglaise seulement mais si vous souhaitez que votre entente et les autres documents y afférents soient en français, veuillez communiquer avec le Centre de service à la clientèle de Strigo au 1-833-955-1862 ou en nous écrivant au support@strigo.ca. 

34. What if I have a concern that Strigo has not resolved?

Please call the Strigo Customer Care Centre at 1-833-955-1862 or email us at support@strigo.ca if you have any questions or concerns about your Services. 

If our Customer Care Centre has not been able to address your concern to your satisfaction, you may wish to contact the Commission for Complaints for Telecom-television Services (CCTS), an independent agency whose mandate includes resolving complaints of consumers and small businesses about their telecom services. Note that there are some limits to the mandate of the CCTS: for example, it does not resolve complaints relating to the performance of telecommunications equipment. Further details about the mandate of the CCTS are available here. 

You may contact the CCTS at: 

Toll-free: 1-888-221-1687 
TTY: 1-877-782-2384 
Fax: 1-877-782-2924 
Email: response@ccts-cprst.ca 
Post: P.O. Box 56067 – Minto Place RO 
Ottawa, ON, 
K1R 7Z1 

CCTS website: www.ccts-cprst.ca . 

Internet Use Policy

At Strigo™, a trademark of TerreStar Solutions Inc., we believe in being fair, simple and transparent. That includes using common sense and treating people with respect. In our experience, most people share these views and act accordingly. Unfortunately, there are always exceptions, which means we need to set out policies, rules and limits regarding your use of the Services. 

We encourage all customers of Strigo to use the Services respectfully and responsibly. Any abuse or misuse of the Services, or our networks is a serious matter and can result in the suspension of Services or the termination of your Agreement with Strigo and could lead to criminal or civil liability. Strigo may take necessary measures to protect our network and its users. 

You agree that you will not initiate or participate in any of the following activities through or in connection with the Services. These activities constitute examples of improper use of the Services and are prohibited. Engaging in one or more of these practices may result in suspension or termination of your access to and use of the Services. You may not: 

  1. Use the Services for illegal purposes or for the transmission of material that is false, unlawful, harassing, libelous, defamatory, profane, invasive of another’s privacy, abusive, bullying, threatening, harmful, vulgar, obscene, sexually explicit, hateful or otherwise objectionable; to post material, non-public information about companies, without the authorization to do so; to post or transmit third-party copyrighted works or in any way infringe on the intellectual property, personality, privacy, contractual, or fiduciary rights of others; for the transmission of junk mail or chain letters, or to distribute bugs, viruses, malware, ransomware or such other harmful elements; to post improper messages; or to violate the letter or spirit of this Agreement; 
  2. Send any spam or commercial electronic message that violate Canada’s anti-spam law (CASL), including, but not limited to, unsolicited mass distribution of e-mail or other solicitations, or otherwise unsolicited e-mail; 
  3. Falsify customer information provided to Strigo or to users of the Services in connection with use of the Services or impersonate someone else, including but not limited to either a Strigo employee or representative; 
  4. Engage in any of the foregoing activities by using the service of another provider, but channeling such activities through a Strigo account or otherwise using the services of another provider for the purpose of facilitating the foregoing activities if such use of another party’s service could reasonably be expected to adversely affect the Services; 
  5. Resell, share, or otherwise distribute the Services or any portion thereof to any third party, or provide network services to others via the Services; 
  6. Improperly restrict, inhibit, or degrade any other person’s use of the Services, or restrict, inhibit, disrupt, degrade or impede Strigo’s ability to deliver the Services and monitor its delivery of the Services; 
  7. Install automated search and retrieve programs or similar automated and manual routines, which generate excessive amounts of net traffic; 
  8. Circumvent any system or network security measures including but not limited to engaging in unauthorized access or use of Strigo’s or a third party’s network, data or information. Users are not authorized to monitor Strigo’s or third party’s data, systems or network traffic. Users are prohibited from interfering with the provision of service to any user, host or network by any means; or 
  9. Engage in any other activity which is in violation of law, or threatens the integrity of any computer system, or violates generally accepted standards of Internet conduct and usage, including but not limited to denial of service attacks, web page defacement, port and network scanning and unauthorized system penetrations, installation of any computer program on a computer system without lawful authorization, causing a computer system to send any electronic message without lawful authorization, or aiding, inducing, procuring or causing any of the foregoing. 

Strigo reserves the right to take such action as may be necessary to protect the integrity of our network and systems and our users, including, but not limited to, limiting the amount of emails that can be sent in specific time periods, regular system monitoring, as well as port scanning and shutting down of ports affected by viruses, worms, cyber-attacks or other malicious code and disclose any information concerning users necessary to satisfy any law, regulation or lawful request. 

Privacy cannot be guaranteed when exchanging information over the Internet. Strigo therefore recommends that the Services not be used for the transmission of sensitive and/or confidential information. 

Nothing contained in this policy is to be construed to limit Strigo’s rights or remedies in any way with respect to any of the foregoing activities, and Strigo reserves the right to take any and all additional actions that it may believe appropriate with respect to such activities, including without limitation, investigating suspected violations of this policy, taking action to recover the costs and expenses of identifying offenders, and terminating their access to and use of the Services. In addition, Strigo reserves at all times all available rights and remedies with respect to such activities at law or in equity. 

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