Strigo Terms and Conditions of Service

Strigo Terms and Conditions of Service

Effective as of March 24, 2020 or upon your acceptance, whichever comes first.

Strigo™, a trademark of TerreStar Solutions Inc. (“Strigo”, “we” or “us”) is pleased to provide the Services (as defined below) to you (“you” or “customer”), in accordance with the terms and conditions in this agreement (the “Agreement”), which consists of:

  • The terms and conditions of service setting out your and our obligations (“Terms of Use”);
  • The Internet use policy, setting out the policies, rules and limits regarding your use of the Services (“Internet Use Policy”);
  • The Strigo Internet Use (included herein);
  • The 30-day Money-Back Guarantee (included herein);
  • The Strigo Warranty Policy (included herein);
  • The Code of Conduct by which Strigo abides (included herein).

Please take a few minutes to read the entire Agreement, including these Terms of Use, before accepting the Agreement or using the Services. All of the parts are important and together create a legal contract regarding the Services and the Equipment that applies to you once you have accepted it. These Terms of Use are written in a question and answer format to make it easier to understand your rights and obligations under this Agreement. You will need to accept the terms to continue using the Services. If you have any questions, Strigo’s contact information is listed in these Terms of Use and on our website at Strigo.ca.

BY USING STRIGO SERVICES OR EQUIPMENT, YOU ACCEPT AND AGREE TO BE BOUND AND COMPLY WITH THESE TERMS AND CONDITIONS. IF YOU DO NOT AGREE TO THESE TERMS AND CONDITIONS, YOU MUST NOT ACCESS OR USE STRIGO SERVICES OR EQUIPMENT.

The Services are also subject to the following policies, which are subject to change from time to time (the “Policies”):

  • The Strigo Privacy Policy (the most current version of which may be found at
  • The Strigo Website Terms of Use Policy (the most current version of which may be found at:
  • The Code of Conduct by which Strigo abides (included herein);
  • Any other Strigo policy that you may be made aware of by us from time to time.

For your reference, here are a few definitions of words that are commonly used in the Terms of Use:

  • Services means the services that Strigo offers such as Mobile Satellite Services, Internet Access Service and other services that are described in more detail below in question 1, and includes repair services as well as technical and billing assistance services performed by Strigo.
  • Strigo Equipment means the equipment Strigo sells to you, that is used for accessing the Services.

Strigo Service Terms of Use Agreement (the “Agreement”)

1. What does this Agreement cover?

This Agreement is for the telecommunications and related services described herein that you have ordered from Strigo, which may include each of the following services and any other associated services that Strigo may offer from time to time:

  • Internet Access: Internet access service that provides you with a connection to the public Internet from locations within the Echostar T1 coverage footprint (see question 8 herein for further details).
  • This Agreement also applies to any devices, equipment or software sold to you by Strigo in association with the Services.

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

You can always access the most current version of the Agreement in the Support section of the strigo.ca website. If you are already a customer, when you became a customer, you received an email that contained your receipt and the Terms and Conditions of Service. You will be able to print a copy. Please keep it for your records. Please contact us at 1-833-955-1862 if you have any questions.

3. Is this Agreement available in an alternative format?

You can request alternative formats of this Agreement and find out more information about Strigo’s accessibility services at strigo.ca/en/contact-us or by contacting us using one of the following options:

4. Can Strigo make changes to this Agreement?

Yes. We may change, add or remove portions of the Agreement that are not key terms at any time by giving you a written notice of at least 30 days regarding the change. Similarly, we can modify, add or remove the features of your Services by giving you at a written notice of at least 30 days. We will notify you of any such changes by email, bill message, messages in the Strigo self-service portal my.strigo.ca or by other means. The notice will clearly identify the change and provide the effective date. Continued use of the Services following notice of the changes confirms that you expressly agree to and accept the Agreement as amended.

Certain Services are regulated by the Canadian Radio-television and Telecommunications Commission (the “CRTC”). This Agreement may be changed as necessary to comply with any new or modified regulations, directions or orders of the CRTC.

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

Privacy

5. How does Strigo protect my personal information?

We care about your privacy and are serious about protecting your personal information. Please see the Strigo Privacy Policy available at https://strigo.ca/en/privacy-p... for details on how Strigo seeks to protect your personal information received in the course of providing the Services under this Agreement.

You have a role in protecting your privacy and personal information. You are responsible for protecting your account and password, ensuring and maintaining the security and privacy of your property and protecting yourself against any breaches of privacy, confidentiality or security, or any other risks relating to the use or receipt of Strigo Services or Equipment.

Use of Service

6. Are there any rules regarding my use of the Services?

Yes. The Services must be used respectfully, responsibly and in accordance with the Internet Use Policy (described herein). Any abuse or misuse of the Services, Equipment or 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.

7. Are there any limits on the Services?

The limits are described herein. Further information is available at strigo.ca. You can access information and details regarding your use of the Services at my.strigo.ca.

Strigo will notify you when you reach 75% of your usage limit, 90% of your usage limit and 100% of your usage limit within a single Prepaid Voucher. You can access tools to monitor your data usage at my.strigo.ca.

8. Will the Strigo service work anywhere in Canada?

Strigo’s Mobile Satellite Service provides umbrella coverage across the Canadian service contour of the Echostar T1 satellite.

Satellites work best in remote, non-urban areas away from the congestion and obstructions in urban and semi-urban areas which are typically well-served by multiple cellular wireless service providers.

Strigo is uniquely capable of using its spectrum licences in a coordinated manner with its partners (see https://strigo.ca/en/about-us/plan). In this manner, Strigo’s spectrum can be combined with our partners’ infrastructure in urban and semi-urban areas to bring additional capacity to users. As such, in these urban and semi-urban areas where satellites typically are neither needed nor function well, Strigo’s Mobile Satellite Service may be impaired.

The Strigo network coverage map is available on the strigo.ca website. You will also find on the website a service availability check that will allow you to enter a postal code and find out whether or not an area is covered.

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

9. Are Service speeds guaranteed?

Strigo provides the Services on a “reasonable efforts” basis and does not guarantee upload or download speeds or other performance. Strigo does not guarantee a specific speed to customers when navigating particular sites. There are numerous factors that affect Internet speed and performance, including but not limited to your location, weather, Internet traffic, the specific technical configuration, capabilities and status of the Customer Equipment, software (including firewalls, procedures for optimization, antivirus analysis, backup, virtual private networks, etc.) and other factors beyond Strigo’s control.

Strigo’s satellite-based Services are not designed or intended to support online gaming such as first-person shooters, war games or online role-playing games, time sensitive ecommerce, online auctions or other interactive or low latency applications.

10. Are the Services suitable for safety-critical applications?

No, the Services are intended for mobile, portable, remote or rural use. The Services are not fault-tolerant and are not designed or intended for use in or in conjunction with safety-critical systems including on-line control equipment in hazardous environments requiring fail-safe performance, 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.

11. 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 Services for a purpose or in a manner that is contrary to our polices, including our Internet Use Policy, or any laws or rights including, without limitation, violations of any copyright, patent, trademark, trade secret, confidentiality or other intellectual property or moral, publicity, personality, proprietary, contractual or privacy rights of any person or any defamation, unfair competition, criminal or obscenity laws applicable to any content or information transmitted using the Services (including, without being limited to, the Criminal Code of Canada).

Neither Strigo nor any of its affiliates will attempt to censor the use of the Services and except as provided in this Agreement (including in the Internet Use Policy) or as required by law, have no control over such use. As the user of the Services, you assume total responsibility and risk for access to or use of Your Content and for your use of the Services and the use by those you allow to use the Services.

Please be aware that software or content that you install or access may from time to time automatically, and without notice to you, access the Internet, potentially incurring data usage and overage charges.

Equipment

12. Device Description

The Strigo equipment is a self-contained battery-operated device that is made to work with any smartphone, tablet and PC by connecting with a Wi-Fi or ethernet connection.

13. Can I move the Strigo Equipment?

Yes, please do! We encourage you to use our equipment anywhere within the Canadian coverage footprint of the Echostar T1 satellite.

14. Are there any Trade Controls?

Strigo’s Mobile Satellite Service is licensed and offered only in Canada. The Hughes products and services are provided in compliance with the export laws and regulations imposed or administered by (i) the United States and (ii) 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, technology (including products derived from or based on such software, source code or technology) or services received from Strigo to any person, entity, end-user or destination prohibited by such Trade Controls without obtaining any required government authorization.

Strigo Software

15. What terms apply to software supplied by Strigo?

Strigo grants you a limited, non-exclusive, non-transferable and non-assignable licence to use the Strigo software (including software from third-party vendors) included with and as embedded in or as part of the Strigo Equipment, associated documentation (if any) and any updates to the foregoing (“Licensed Programs”) provided for your Services. You may use the Licensed Programs solely in conjunction with the Services and for no other purpose. We may modify, upgrade or remove the Licensed Programs at any time, for any reason, without providing notice to you. The Licensed Programs are confidential and are deemed the proprietary information of Strigo and our licensors and embody trade secrets and intellectual property protected under Canadian copyright laws and other laws. All rights, title and interest in the Licensed Programs, including associated intellectual property rights, are and will remain with Strigo and our licensors. You must not translate, decompile, reverse-engineer, distribute, remarket, disassemble or otherwise dispose of or make any other unauthorized use of the Licensed Programs or any part of the Licensed Programs.

Other licence terms (which may include third party licence terms) may apply to other software offered or provided by Strigo from time to time.

16. What technical support does Strigo provide?

If you require technical support for your Services, Strigo is proud to offer 24/7 service from our Canadian call centres. Please contact Strigo for technical support for your Services through the Strigo Self Service portal my.strigo.ca or by calling our Customer Care team at 1-833-955-1862. You will also find self-help and troubleshooting information on our website at strigo.ca/support. Our technical assistance applies to Strigo Services and Equipment only.

17. Product and Service Payment

Strigo products are for purchase only. Strigo’s Mobile Satellite Service is accessible through Prepaid Vouchers only. Please visit strigo.ca. If you have any questions regarding past purchases, please visit the Strigo self-service portal at my.strigo.ca or by calling Strigo Customer Care at 1-833-955-1862.

Trial Period and Ending your Agreement

18. Is there a Trial Period for Strigo Mobile Satellite Service?

Yes. Strigo provides you with a 30-day money-back guarantee. If you are dissatisfied with Strigo Services for any reason, you will receive a full refund by notifying us within 30 days of the date of shipping. You must do so through the Strigo self-service portal or by calling the Strigo Customer Care Centre at 1-833-955-1862within 30 days of shipping.

Strigo will refund the purchase price of the device kit and any additional accessories purchased from Strigo. Please note that SIM cards and Prepaid Vouchers are non-refundable. SIM cards will remain activated and Prepaid Vouchers will remain valid for the entirety of their 365-day validity period.

For the 30-day money-back guarantee, all equipment must be returned in new condition and in its original packing. If returned equipment is damaged, it will be returned to the manufacturer for repairs and all associated costs will be deducted from the refundable amount.

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

19. How do I cancel my Services?

Although we would be sorry to see you leave, you may cancel this service with Strigo at any time through the Strigo self-service portal at my.strigo.ca or by calling the Strigo Customer Care Centre at 1-833-955-1862.

20. Can I temporarily suspend my Services?

Yes. Please visit the Strigo self-service portal at my.strigo.ca or contact Customer Care, 24/7/365, at 1-833-955-1862 to request a seasonal or other temporary suspension. Prepaid Vouchers will be valid for 365 days from the date of purchase.

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

To the extent permitted by applicable law, Strigo can cancel any Service or this Agreement with a minimum prior written notice of 30 days (60 days in Quebec and Newfoundland and Labrador) including when Strigo ceases to offer a Service to which you subscribe.

You will be provided with a minimum notice of 14 days prior to any suspension or disconnection under these circumstances, 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. 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. 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.

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

Strigo can without notice and for cause, suspend, cancel or refuse to provide the Services, or any part of the Services, to you. Such cause would include: (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. Strigo may also suspend or disconnect Services without notice where it is required by law to do so.

23. Can Strigo cease to provide an existing Service?

Strigo may discontinue a Service in the event that 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 an advanced notice of at least 60 days to affected customers (or, where Strigo is unable to provide a notice of 60 days, as much notice as it can reasonably provide under the circumstances) and; (ii) assist the affected customers in migrating to an alternative Service. 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), your sole remedy and Strigo’s sole responsibility will be to terminate this Agreement without any applicable early cancellation fee.

24. Will I be charged a cancellation fee if Strigo disconnects my Services?

If Strigo cancels your Services for any reason, you will not be charged a cancellation fee.

25. Will I be charged a cancellation fee if I cancel my Services?

No, you will not be charged a cancellation fee. Please note that other than during the 30-day Guarantee, device(s) and accessories purchased from Strigo are not refundable. Further, SIM cards and Prepaid Vouchers are not refundable.

26. 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 continue to survive and remain in effect after the Services and this Agreement have been cancelled, including, but not limited to, Sections 27 to 30 (Disclaimer & Limitation of Liability) and this Section 26.

Disclaimer & Limitation of Liability

27. How does Strigo limit its liability?

To the extent permitted by applicable law and subject to the exclusions of liability described below in question 28, 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 the Policies), the Strigo Services, including fundamental breach, is limited to actual damages to a maximum amount of the remaining value of your current 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.

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

Strigo Services and 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 Equipment or the use, operation, non-operation, ownership or maintenance of the Strigo 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 Strigo Equipment or Services, or the mistakes, omission, interruptions, deletion of files, errors, defects, delays in operation, transmissions, or any failure of performance of the Strigo Equipment or Services; (D) the unlawful use of the Strigo 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 the 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 in space; (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.

29. Can this Agreement be transferred or assigned?

This Agreement is personal to you and you cannot sell, transfer, assign or sublease this Agreement. We may sell, assign or transfer this Agreement. You agree that if we sell, assign or transfer this Agreement, the new owner will have the same rights or benefits we have now.

30. What happens if the Agreement or parts of the Agreement become unenforceable or do not apply?

If any part of this Agreement becomes prohibited or unenforceable, 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.

31. What laws apply to this Agreement and where will disputes be resolved?

Telecommunications are federally regulated. This Agreement is governed by the federal laws and regulations of Canada, including the Canadian Radio-television and Telecommunications Commission’s Internet 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. 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 action proceedings.

32. Is this Agreement available in French?

You are receiving this Agreement in English because you requested a copy in English. If you require a copy in French, please let us know.

Vous avez demandé que cette entente ainsi que tous les documents en faisant partie soient rédigés dans la langue anglaise mais si vous souhaitez que votre entente soit en français, veuillez communiquer avec nous.

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

Please call the Strigo Customer Care Centre at 1-833-955-1862 if you have concerns about your Services. However, if you have a concern that Strigo has not resolved to your satisfaction, you can contact the Commission for Complaints for Telecom-television Services (CCTS): P.O. Box 56067 – Minto Place RO, Ottawa, ON, K1R 7Z1. Toll-free: 1-888-221-1687. TTY: 1-877-782-2384. Fax: 1-877-782-2924. Email: response@ccts-cprst.ca. 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 Strigo customers 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 legislation (CASL), unsolicited mass distribution of e-mails or other solicitations, or otherwise unsolicited e-mails;

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 services 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 services 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 retrieval 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.

9. Engage in any other activity which is in violation of the 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.

Strigo does not guarantee privacy to users of the Services. Strigo therefore recommends that the Services not be used for the transmission of 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.

Strigo’s 30-day Money-Back Guarantee

For Strigo Mobile Satellite Service Customers

Strigo provides you with a 30-day money-back guarantee. If you are dissatisfied with Strigo Services for any reason, you will receive a full refund by notifying us within 30 days from date of shipping. You must do so through the Strigo self-service portal or by calling the Strigo Customer Care Centre within 30 days of shipping.

Strigo will refund the purchase price of the device kit and any additional accessories purchased from Strigo. Please note that SIM cards and Prepaid Vouchers are non-refundable.

For the 30-day money-back guarantee, all equipment must be returned in new condition and in its original packing. If returned equipment is damaged, it will be returned to the manufacturer for repairs and all associated costs will be deducted from the refundable amount.

A return waybill provided by Canada Post is included in the box. This must be also be retained in the event of the need to return equipment to Strigo.

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

Warranty

Satellite terminals owned by the customer include a limited one-year manufacturer’s warranty on parts and labour from the date of shipment. The manufacturer’s warranty protects against material and workmanship defects that materially affect its performance in accordance with the relevant specifications for such Equipment (“Defects”) during the 1-year Warranty Period.

This warranty does not cover damage due to external causes, including accident, vandalism, act of God, abuse, misuse, problems with electrical power, servicing not authorized by the manufacturer, usage not in accordance with product instructions, failure to perform required preventive maintenance, and problems caused by use of parts and components not supplied by Strigo. Any unauthorized opening of the equipment enclosure(s) will void this warranty in its entirety as it pertains to that item. This warranty does not cover any items that are in one or more of the following categories: external devices or accessories or parts added to a Strigo system.

Wireless Code

The Canadian Radio-television and Telecommunications Commission (CRTC) has created the Wireless Code so that consumers of wireless services will be better informed of their rights and obligations contained in their contracts with wireless service providers.

Your Rights as a Wireless Consumer

The Wireless Code establishes basic rights for all wireless consumers. Every Canadian with a mobile plan is protected by the Wireless Code. It explains your consumer rights and the rules your provider must follow. The Code was created to make it easier for you to:

  • Understand your mobile plan;
  • Switch providers;
  • Prevent bill shock;
  • Return your cellphone if you are unhappy with your service;
  • And more!

What the CRTC’s Wireless Code Means for You

  • No cancellation fees after 2 years:
    • You can cancel your contract after 2 years with no cancellation fees – even if you have agreed to a longer term;
    • Limit on data & roaming charges;
    • Extra data charges and data roaming charges are capped to prevent bill shock;
    • The account holder, by default, is the only one who can consent to data overage and data roaming charges beyond the established limits or authorize another user to do so.
  • Unlocked cellphones:
    • Mobile devices unlocked free of charge, upon request, and all newly purchased devices unlocked.
  • Trial period:
    • You can return your cellphone within 15 days, without penalty, if you are unhappy with your service. Use up to half of your allowed monthly usage during the trial period.
  • Persons with disabilities: You can return your cellphone within 30 days, without penalty, if you are unhappy with your service. Use up to 100% of your allowed monthly usage during the trial period.
  • Clear language:
    • Your contract and related documents must be provided to you in plain language.

Strigo’s Prepaid Services

With Strigo, it’s simple since Strigo offers only Prepaid Services with no contract. You pay for a Prepaid Voucher, and when it’s completely used up, it is time to purchase another. You can also purchase additional vouchers and have them ready to go so that when your current voucher is used up, your services will continue without interruption.

While Strigo devices are always unlocked, for technological reasons, they can only be used on Strigo’s networks.

All Strigo customers have the same 30-day Money-Back Guarantee, so if you are unhappy with your service, according to the terms of that guarantee (found herein), you can return all equipment (device kit and any additional accessories) purchased from Strigo for a full refund. Please note that SIM cards and Prepaid Vouchers are non-refundable.

Have concerns about your wireless service?

Commission for Complaints for Telecom-television Services (CCTS) is an independent agency whose mandate is to resolve complaints submitted by consumers regarding their telecom and TV services, and complaints submitted by small business customers regarding their telecom services, free of charge. If you have a complaint regarding your telephone, wireless, internet or TV service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you.

What do I do if I have a complaint?
If you have a complaint or dispute about your services, including local or long-distance telephone service, wireless telephone service or Internet service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, the CCTS ombudsman may be able to help you, free of charge.

To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.