Terms and Conditions

By proceeding with an order, you confirm that you have read, understood, and agreed to the following Terms and Conditions.

Fees and Charges

• Device Setup Charge: A one-time Device Setup Charge of $40 may apply to each new device on financing including tablets and smartwatches. This charge would appear on your first bill. Currently, there are no service charges for Bring Your Own Phone activations.

• Preferred Pricing Enrollment Fee: A one-time enrollment fee of $75.00 plus taxes applies if you are an existing Rogers customer enrolling in the Preferred Pricing Program for the first time. This charge will appear on your first bill.

• Order Change Fee: A $50.00 service fee applies to all price match requests, device exchanges and order changes after an order is activated. (Note: when adding a tablet to an existing order, there is no Order Change Fee, however, there would be other fees such as but not limited to an additional shipping fee and SIM card fee).

• Shipping and Handling Fee: Based on the items in your order, as well as the shipping and handling option selected, there will be a charge for shipping and handling.

• Automatic Payment Discount: If you remove Automatic Payment from your account, up to $5.00/month discount will be removed.

• Taxes: All quoted pricing is before applicable sales taxes, which are based on the province associated with your phone number.

• 911 Services Fee: Depending on your province, a 911 fee may apply to each mobile line under your account.

• SIM Card Fee: There is a $10.00 fee for each physical SIM card.

• Transfer of Responsibility Fee: A one-time Transfer of Responsibility Fee of $80 per line applies when transferring responsibility of a Rogers account.

• Reservation Fee: A one-time fee of $40 plus taxes (fully refundable) for when a reservation is placed on a device.

Service Activation and Billing

• Your Rogers services are considered active from the date you receive an email notification confirming activation by Red Wireless.

• Any new activation is subject to credit approval.

• If you choose to cancel your service within the 15-day return period, you will be billed from the day Red Wireless processed the device. Any shipping fees associated with your purchase are non-refundable.

• Your first bill estimate will be included with your order and should reflect all applicable discounts.

• Any applicable discounts may not be immediately applied but will be reflected in future bills.

• The email confirmation from Rogers upon registration will not include discounts, but all applicable discounts will be applied to your account.

• Internet prices are subject to modification until the activation process has been completed.

Return Policy

• You have 15 days from the date of activation to return or exchange your device.

• Returns must be in the original packaging and in new, resellable condition. We reserve the right to refuse a return that does not meet these conditions.

• A restocking fee of up to 25% may apply if the phone is not returned in like-new condition.

• All accessory sales are final and ineligible for return.

• If your device arrives damaged, you must report the damage within 24 hours of receiving it; otherwise, it will not be accepted for return.

• If you request to return or exchange a device, the waybill that is provided to you must be used within 48 hours or your request will be declined.

• For more information regarding our return process, visit our return page at www.redwireless.ca/return.

Lost, Missing, Damaged or Undelivered Shipments

• Note: Do not accept the package if upon delivery the seal is broken.

• Contact our Support Team if your order has not arrived or is significantly delayed beyond the estimated delivery timeframe

• A delivery investigation will be opened with the shipping carrier on your behalf once your order is reported.

• Replacements or refunds are issued after the carrier’s investigation has been completed and the claim is approved or denied, or once the shipment is officially confirmed as lost.

• Carrier investigations typically take 8–15 business days, and in some cases may take up to 30 days, depending on the courier and destination.

• We will keep you informed throughout the investigation and take appropriate action as soon as the claim is resolved.

Website Content and Order Changes

Red Wireless reserves the right to:

• Correct any errors, inaccuracies, or omissions in website content at any time without prior notice.

• Modify products, services, pricing, fees, charges, and promotions at any time without notice.

• Limit quantities available for sale.

• Reject, cancel, or terminate any order, including accepted orders, for reasons such as:

  • The product or service is unavailable.

  • Payment confirmation is not received from the relevant processing company.

  • Pricing or description errors, inaccuracies, or omissions.

  • The customer does not meet eligibility criteria outlined in these Terms and Conditions.

  • The information provided by the customer, including account details, postal code, account holder name, province, company, or other relevant details, is incorrect, resulting in ineligibility for the selected offer.

Pricing and Billing Discrepancies

All billing and device pricing concerns must be reported directly to Red Wireless as soon as possible. Adjustments or corrections can only be processed within 90 days of the activation date; any disputes submitted after this period cannot be accommodated.

We strongly encourage you to review your invoices carefully during the first few months to ensure accuracy and allow sufficient time for any necessary corrections.

Confidentiality

We are committed to maintaining the highest standards of confidentiality with respect to any information disclosed through the use of our website and services. In the course of engaging with our platform, You may provide information that is sensitive, proprietary, or otherwise non-public in nature. Such information (“Confidential Information”) may include, but is not limited to, Customer Data, order details, account credentials, business strategies, technical specifications, pricing, and other information that a reasonable person would understand to be confidential given the circumstances of disclosure.

We will treat all Confidential Information with strict confidence and will use it solely for the purpose of delivering and improving the services offered. Disclosure of Confidential Information to third parties will only occur with Your prior consent, unless otherwise required by law, expressly permitted under our contractual obligations, or necessary to share with trusted third-party service providers engaged to facilitate or support the delivery of the services We provide. All personnel and authorized service providers with access to Confidential Information are bound by confidentiality obligations consistent with our own, and We employ commercially reasonable security measures to safeguard this information against unauthorized access, use, or disclosure.

By using our website and services, You acknowledge and agree that We will handle all Confidential Information with diligence and in accordance with applicable legal, regulatory, and certification requirements, including those related to data protection and ISO compliance.

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