If you signed up prior to October 2, 2025, see old terms here.
GENERAL TERMS AND CONDITIONS
The Beanfield Residential Terms consist of your Services, as described above, together with these General Terms and Conditions (together, the “Agreement”). The Agreement is made between you (“Customer”, “you”) and:
Beanfield Fibre 1 L.P., for Beanfield Internet services;
Walnut TV Inc., for TV services; and
Beanfield Technologies Inc. for voice services and FibreStream Internet services
(together, “Beanfield”, “we” or “us”), located at 67 Mowat Avenue, Suite 418, Toronto, ON, M6K 3E3, and each party agrees as follows.
1. Service Charges
You must pay monthly service charges (the "Monthly Service Charges") and one-time charges (the "One-Time Charges", and together with the Monthly Service Charges, the "Service Charges") as outlined in the Service Order and within 30 days of the invoice. You must notify Beanfield within 90 days of an invoice being issued with respect to any disputes regarding the Service Charges, as failure to do so will constitute your acceptance of such Service Charges. You may be subject to a credit check and Beanfield may require you to provide a security deposit.
We bill for Services monthly, and we ask that you pay for Services in advance. If you activate your Services partway through a month, we'll simply prorate your Service Charges (excluding any One-Time Charges) for that initial month, starting from your activation date. We want to let you know that Beanfield may adjust the price of your Service. This allows us to continue investing in our fibre-optic network, support our dedicated local teams, and ensure we can keep providing you with the high-quality service you expect and deserve, even with rising costs and inflationary pressures. If we do adjust prices, we'll always give you at least 60 days' prior notice, as outlined in Section 13 below regarding modifications to this Agreement. If you continue to use the Service after this notice period, it means you've accepted the price adjustment. We're committed to providing you with great service at a fair price.
To encourage the use of convenient payment methods, Beanfield offers a $5.00 credit (the "Autopay Credit") for select customers who enroll in pre-authorized payments. To be eligible for the Autopay Credit, you must sign up to an eligible plan, and you must promptly set up a pre-authorized payment method using a valid debit or credit card through the MyBeanfield Portal. Beanfield will confirm your eligibility for the Autopay Credit at the time of purchase. Beanfield will apply the Autopay Credit as a discount on your monthly Service Charges and will continue to do so on each invoice for as long as the pre-authorized payment method remains active and in good standing.
By activating the Service, you agree to Beanfield's long distance rates (available at www.beanfield.com/ld), and these rates form part of this Agreement. Please note that international long distance rates may change at any time. You are responsible for all long distance charges related to the Service, whether or not you subscribe to one of the long distance pricing packages outlined in the Service Order. You are also responsible for any collect call charges related to the Service.
2. Privacy Policy and Consent
We want to be transparent about how we collect, use, and disclose your personal information when you use our Services. We encourage you to review our Privacy Policy for full details on our practices and how we protect your information.
3. Equipment
Equipment furnished by Beanfield to you (the "Equipment") to access the Services remains the property of Beanfield at all times. By activating the Service, you acknowledge that the Equipment is in good working order at the time you take possession. We understand that normal wear and tear happens, and we don't typically charge for minor damage. However, you are responsible for the Equipment until it is returned to Beanfield in good condition. Please do not tamper with or modify the Equipment without our express authorization. Following termination of this Agreement or at the end of our Equipment’s useful life, Beanfield may remove the Equipment, abandon the Equipment, or request that you return the Equipment. We will provide you with clear instructions on how to return the Equipment or arrange for its removal. If the Equipment is not returned, or if it is returned in a condition beyond reasonable wear and tear requiring replacement , we may charge a one-time fee as set out at https://www.beanfield.com/residential/support/equipment-returns.
4. Term
The Agreement commences on the date that the Service(s) are made available for use by you and will continue until terminated by either party as described in Section 9.
5. Customer Obligations
To ensure a positive experience for everyone and maintain the integrity of our network, we ask that you comply with the Acceptable Use Policy, which is available at https://www.beanfield.com/aup/. You are responsible for the use of the Service by anyone using your Services (“Users”), whether such use is expressly authorized by you or not. Beanfield will treat the acts or omissions of all Users as your acts or omissions, as this helps us ensure accountability and a safe online environment for all our customers.
We understand your premises (the "Premises") are your private space. To ensure your Service runs smoothly, we may occasionally need reasonable access to your Premises to perform necessary maintenance or repairs. We will always provide you with as much notice as is commercially reasonable in the circumstances where access is required. Except where emergency repairs are needed to maintain service availability, we will provide you a minimum of 5 days’ prior notice when access to the Premises is required.
To help ensure the safety and security of your valuable information, we strongly recommend that you independently back up any of your own data that is stored on Beanfield's Equipment and/or network. While we strive to provide reliable service, Beanfield cannot be held responsible for your personal data backup, so taking this proactive step is important for your peace of mind.
6. Default
In the event that your Service Charges become overdue, interest will accrue at a rate of 1.5% per month, compounded monthly (19.56% per year), from the due date until paid in full. We understand that sometimes things happen, and payments can be missed, so if you miss more than one payment or owe more than $100, or if there's another material breach of this Agreement (except in the exceptional circumstances described in Section 10), we will provide you with a notice. This notice will demand full payment or require you to remedy the breach within 14 days. If the payment is not made or the breach is not cured within this period, Beanfield reserves the right to suspend or terminate your Service. Please note that even if your Service is suspended due to default, you remain responsible for any outstanding amounts owed to Beanfield.
7. 9-1-1 Service
The emergency services operator will attempt to maintain the connection until all needed information is obtained. If the call is terminated before all needed information is provided, the emergency services operator may not be able to call you back so you should immediately call back by dialing 9-1-1 to provide all needed information.
Emergency 9-1-1 services will not be available if the phone or modem fails to function or there is a network outage, or, in the case of a power failure, for Customers that have not installed battery back-up systems for each phone(s) that requires individual power. If your phone(s) requires individual power, Service continuation will depend on the battery back-up system of each phone. You acknowledge that you are responsible for providing individual battery back-up systems for each phone that requires individual power.
Without limiting the generality of Sections 11 and 12, you hereby release, indemnify and hold harmless Beanfield from and against damages suffered, actions taken, costs incurred or claims made by you or any third party as a result of the inability of any person to place a 9-1-1 call using the Service or a failed or delayed response by emergency 9-1-1 response services.
8. Notices
To ensure you receive important information promptly, we will generally send all notices related to your Services via electronic communication to the email address you've provided in your Service Order, and they will be considered delivered immediately upon sending. You will continue to receive all such notices related even if you choose not to receive marketing communications. It's important to keep this contact information current.
9. Termination
We understand that circumstances can change, so either party may cancel the Service at any time by sending notice to the other party. If Beanfield needs to terminate your Service and you are not in default of your obligations, we will always provide you with at least 60 days' advance notice. If you decide to terminate any Service after an invoice has been issued, we will fairly prorate your Service Charges for that month up to the date the Services are de-activated. Please remember to return any Equipment if requested by Beanfield, following the process outlined in Section 3. If you're moving and request to relocate your Service to another municipal address within Beanfield's service area, you may be responsible for certain installation charges, and we will always advise you of the estimated cost beforehand. If, for any reason, Beanfield is unable to provide Service at your new location or if you prefer not to pay for the installation charges, you are welcome to terminate the Services in accordance with this Agreement.
Notwithstanding anything to the contrary in the Agreement, Beanfield reserves the right to refuse, suspend or terminate Service without notice to any customer if we believe the Service is being used for fraudulent or illegal purposes, or if there's a failure to comply with our Acceptable Use Policy, as this helps us maintain a safe and reliable network for everyone.
10. Disclaimer of Warranties
We aim to provide you with reliable service. However, like all technology, our Services and Equipment are provided on an "as is" and "as available" basis. To the extent permitted by applicable law, Beanfield and its affiliates, officers, employees, agents, suppliers, sponsors or other partners make absolutely no warranty of any kind, written or oral, statutory, express or implied, including any warranty of merchantability, infringement, or fitness for a particular purpose. No advice or information given by Beanfield or its affiliates, officers, employees, agents, suppliers, sponsors or other partners of the Service creates a warranty. Neither Beanfield nor its affiliates, officers, employees, agents, suppliers, sponsors or other partners warrant that the Service will be uninterrupted, error-free, or free of viruses or other harmful components received over the Internet via the Service. You acknowledge that Beanfield may interrupt the Services from time to time to perform maintenance or repairs on the Beanfield network. In the event of extended or multiple service outages, Beanfield may apply service rebates at its discretion.
11. Limitation of Liability
We want to be transparent about the scope of our responsibility. While you assume full responsibility for your use (and the use by any authorized users) of the Service and will use the Service and Equipment at your own risk, neither Beanfield nor its affiliates, officers, employees, agents, suppliers, sponsors or other partners, have any responsibility whatsoever for the content accessed through the Services; we are not liable to you for any direct, indirect, incidental, special or consequential damages of any kind including but not limited to any loss of use, loss of business, and/or loss of revenue and/or profit, arising out of or related to the Service or Equipment. Beanfield's liability for a breach of this Agreement is limited to an amount equal to 12 months of Service Charges previously paid by you.
12. Indemnification
Under no circumstances will Beanfield or its affiliates, officers, employees, agents, suppliers, sponsors or other partners of the Service be liable to you or any third parties for any amount relating to your use of the Service and you will indemnify, defend, and hold harmless Beanfield and its affiliates, officers, employees, agents, suppliers, sponsors and other partners from any and all third party claims, liabilities, costs, and expenses, including reasonable legal fees, arising from your use of the Service or any violation of this Agreement.
13. Modifications
This document represents the entire agreement between you and Beanfield, ensuring clarity and preventing misunderstandings. Any promises or statements made by a Beanfield employee that are not written down in this Agreement are not legally binding. Unless specifically stated otherwise here, any changes to this Agreement must be made in writing and agreed upon by both parties. We believe in transparency, so Beanfield may amend provisions of this Agreement at any time in accordance with applicable laws, and we will always provide you with a minimum of 30 days’ prior written notice (60 if the amendment relates to a key contract term) that clearly describes the change and when it will come into force. We want to assure you that we will not amend terms that impact your cancellation or refund rights. If you do not agree with any such amendments, you have the right to cancel your Services in accordance with this Agreement, up to 30 days after the amendment comes into force.
14. Governing Law
This Agreement is governed by and in accordance with the laws of the province in which the Service is delivered (and whose courts the parties attorn) and the federal laws of Canada applicable therein.
15. Severability
Any provision of this Agreement which is, or becomes, illegal, invalid or unenforceable will be severed from this Agreement and be ineffective only to the extent of such illegality, invalidity or unenforceability and will not affect or impair the remaining provisions hereof.
16.Assignment
Beanfield may assign this Agreement without your consent. This means Beanfield can transfer its rights and obligations under this Agreement to another company (for example, in a corporate reorganization) without needing your permission. You may not assign this Agreement without Beanfield's prior written consent, as this helps us ensure service quality and account security.
17. Contact Information
We're always here to help! You can reach us at our office located at 67 Mowat Avenue, Suite 418, Toronto, ON, M6K 3E3. We're also available via our website at https://www.beanfield.com/, or by telephone at 416-532-1555 or 1-855-532-1555. Our dedicated team is ready to assist you with any questions or concerns. If you have a complaint that we have been unable to resolve to your satisfaction, you can contact the Commission for Complaints for Telecom-television Services (CCTS), via their website at https://www.ccts-cprst.ca; by mail at P.O. Box 56067 – Minto Place RO, Ottawa, Ontario, K1R 7Z1; toll-free: 1 888 221-1687; TTY: 1 844 713-3010; fax: 1 877 782-2924; email: response@ccts-cprst.ca.