Billing & Payment Policy

1. Billing Cycle

FibreTel bills on the 1st of each month. If you start service mid-month, we’ll prorate your first bill so you’re only paying for what you actually used.

You’ll receive your bill on the 1st, and payment is due upon receipt. We don’t bill in advance, but we do appreciate prompt payment like your grandma appreciates a phone call.

2. Payment Methods

We accept:

• Credit Cards (Visa, MasterCard)
• Pre-Authorized Debit (PAD)

A 2.4% processing fee applies to all transactions, because banks gotta bank. Payment is charged automatically using your selected method.

3. Late Payments

If your payment isn’t received by the end of the month, the following applies:

• A $25 missed payment fee will be added to your account.
• A 3% monthly interest charge (compounded monthly → 42.58% annually) will apply to the outstanding balance starting on the 1st of the next billing cycle.

Example: If you miss paying your February bill, interest and fees start March 1.

4. Automatic Charges & Authorizations

By signing up, you authorize FibreTel to charge any unpaid balances (including late fees and interest) to your stored payment method. This helps avoid service interruptions and awkward emails.

5. Service Suspension & Reconnection

If your account remains unpaid after 45 days (i.e. by the 15th of the second month), your service will be suspended.

There is no reconnection fee. As soon as payment is received, your service is reactivated automatically.

6. Disputed Charges

If you believe a charge is incorrect, contact us within 30 days of the invoice date. We’ll investigate, and if it’s our fault, we’ll make it right. If it’s not—well, at least you asked nicely.

7. Refunds & Cancellations

We don’t offer refunds for unused service unless FibreTel causes a billing error or cancels your service.

• TV or Phone cancellation/downgrade: takes effect on the next billing cycle (you keep the service until month-end).
• Internet downgrade: requires a visit to swap equipment. The downgrade takes effect (and billing is prorated) once the equipment change is completed.

8. Equipment Return

If you cancel service, you’re responsible for scheduling an equipment pickup with us. We’ll come and collect the equipment we provided. If the equipment isn’t returned or is damaged, your account will be billed for the full replacement cost of the item(s). Some of this equipment is quite valuable—so please don’t stash it in the garage and forget about it.

9. Questions?

Reach out to us at fibretel.ca/contact if you have questions, concerns, or simply enjoy discussing compound interest. We’re here to help.