Last Updated: March 20, 2026

Cloudwifi Inc. (“Cloudwifi”, “we”, “us”, or “our”) provides Internet, managed Wi-Fi, television, digital phone, and related connectivity services.

These Terms of Service explain the terms that apply when an individual customer subscribes directly to Cloudwifi for Services.

1. Scope of These Terms

These Terms of Service apply to individual residential customers, including residents of condominiums, apartments, student residences, and other multi-unit properties where Cloudwifi makes Services available.

These Terms do not govern services purchased by a condominium corporation, property owner, property manager, business, institution, or other organization under a separate agreement with Cloudwifi. Those services are governed by the applicable service agreement, order, proposal, or service schedule.

In these Terms:

• “Customer”, “you”, and “your” mean the individual account holder subscribing to the Services.
• “Services” means the Internet, managed Wi-Fi, television, digital phone, and related services that Cloudwifi agrees to provide to you.
• “Service Location” means the unit, suite, residence, or other address where the Services are provided.
• “Cloudwifi Equipment” means equipment that Cloudwifi provides, installs, loans, rents, or otherwise makes available to you in connection with the Services.

You are responsible for ensuring that anyone who uses the Services through your account, connection, or Service Location complies with these Terms and Cloudwifi’s Acceptable Use Policy.

2. Your Agreement with Cloudwifi

Your agreement with Cloudwifi consists of:

• these Terms of Service;
• your service confirmation, online order, account confirmation, or other document confirming your selected Services, pricing, promotions, and Service Location;
• any service-specific terms that apply to your Services, including Digital Phone and 9-1-1 terms where applicable;
• Cloudwifi’s Acceptable Use Policy; and
• Cloudwifi’s Privacy Policy.

If there is a conflict between these documents, the following order applies:

1. your service confirmation or accepted order;
2. service-specific terms;
3. these Terms of Service;
4. the Acceptable Use Policy; and
5. the Privacy Policy.

Cloudwifi’s Privacy Policy governs Cloudwifi’s collection, use, disclosure, retention, and protection of Personal Information.

3. Service Availability and Activation

Services are available only where Cloudwifi determines that it can reasonably provide them.

Cloudwifi may require confirmation of service availability, a technical review, access authorization, or completion of installation work before activating Services.

In many properties, Cloudwifi may have already completed building-wide infrastructure work before a resident subscribes. In that case, activation may not require a technician visit. Your account may be activated remotely once you connect a compatible router or other required equipment to the designated connection in your unit.

Cloudwifi may decline, delay, revise, or cancel a service request where:

• the Service Location is outside Cloudwifi’s service area;
• building infrastructure, access, power, wiring, or technical conditions are unsuitable;
• required permissions or access cannot be obtained;
• the proposed Services are unavailable at the Service Location; or
• providing the Services would require unusual or additional work that you do not agree to pay for.

Any estimated installation, activation, or repair date is an estimate only and is not guaranteed.

4. Internet Service and Wi-Fi Performance

Unless your service confirmation specifically states otherwise, Cloudwifi’s Internet Service is delivered to the connection point in your Service Location.

Your Wi-Fi performance depends on many factors that may be outside Cloudwifi’s control, including:

• the router or access point used in your unit;
• the location and configuration of your router or access point;
• interference from nearby wireless networks, appliances, building materials, and other radio-frequency sources;
• the number, type, age, and capability of connected devices;
• device software, operating systems, security settings, and applications;
• wired and wireless conditions within your Service Location; and
• the performance of websites, cloud applications, Internet destinations, and third-party networks.

Unless Cloudwifi specifically agrees in writing to provide managed in-suite Wi-Fi, Cloudwifi is not responsible for the setup, operation, coverage, or performance of your personal router, Wi-Fi network, or connected devices.

Any speed, bandwidth, or performance figure associated with a Service is subject to technical conditions. Actual speeds and performance may vary and may be measured at the Cloudwifi network handoff point rather than at an individual device.

5. Installation, Access, and Service Appointments

You must provide Cloudwifi and its authorized representatives with safe, timely, and reasonable access to the Service Location and any equipment reasonably required to install, activate, inspect, maintain, repair, replace, upgrade, or remove Cloudwifi Equipment.

Cloudwifi representatives will identify themselves before entering your Service Location.

If you do not own the Service Location, you are responsible for obtaining any permission required from the owner, landlord, property manager, condominium corporation, or other authorized party.

You must ensure that the Service Location is reasonably safe and accessible. Cloudwifi may postpone or suspend work where site conditions create a health, safety, security, or technical concern.

Cloudwifi may charge a disclosed service-call, missed-appointment, installation, or cabling fee where applicable. Any such fee will be communicated before work is scheduled or performed.

6. Cloudwifi Equipment

Cloudwifi Equipment remains the property of Cloudwifi unless Cloudwifi expressly confirms otherwise in writing.

You must not sell, transfer, relocate, alter, tamper with, disconnect, repair, reverse engineer, damage, or permit unauthorized access to Cloudwifi Equipment.

You are responsible for loss of or damage to Cloudwifi Equipment while it is in your care or located at your Service Location, other than ordinary wear and tear or damage caused by Cloudwifi.

If your Services end or Cloudwifi replaces equipment, you must return Cloudwifi Equipment within thirty (30) days of Cloudwifi’s request or the end of your Services, whichever is later.

If Cloudwifi Equipment is not returned, is damaged, or is missing, Cloudwifi may charge you the reasonable replacement cost of that equipment, plus applicable taxes. Cloudwifi will provide reasonable details of the charge upon request.

7. Your Equipment and Responsibilities

You are responsible for all equipment, devices, wiring, routers, software, applications, and services that are not expressly identified as Cloudwifi Equipment.

You are responsible for:

• maintaining accurate account, billing, and contact information;
• protecting your passwords, account credentials, routers, and Wi-Fi network;
• keeping your devices, operating systems, firmware, and security software reasonably current;
• ensuring that your equipment is properly configured and protected against malware and unauthorized access;
• promptly notifying Cloudwifi if you become aware of unauthorized access to your account or a security issue involving the Services; and
• cooperating reasonably with Cloudwifi when investigating a service issue, security incident, or suspected breach of these Terms or the Acceptable Use Policy.

Cloudwifi is not responsible for the compatibility, installation, operation, maintenance, support, or performance of your personal equipment unless Cloudwifi expressly agrees otherwise in writing.

8. Service Plans, Promotions, and Pricing

Your service confirmation will identify the Services you selected, applicable monthly charges, activation fees, equipment charges, promotional pricing, taxes, and any other applicable fees.

Unless your service confirmation states otherwise, Services are provided on a month-to-month basis.

Promotional pricing, free-service periods, discounted activation fees, or other offers may be subject to eligibility requirements, expiry dates, service-plan restrictions, or other conditions disclosed when you subscribe.

When a promotion ends, the regular price shown in your service confirmation, online order, or applicable promotional terms will apply unless you cancel or change your Services.

Where a building has elected a Cost Recovery Option or Subscriber Premium, the applicable amount will be disclosed as part of the available plan pricing before you activate Services.

Cloudwifi may change rates or service offerings by providing at least thirty (30) days’ written notice. If you do not agree with a material rate increase or material reduction in Services, you may cancel the affected Service before the change takes effect without an Early Termination Fee, unless the change is required by law, a regulatory requirement, or an urgent security or technical issue.

9. Billing and Payment

Unless otherwise stated in your service confirmation:

• recurring monthly charges are billed in advance;
• one-time charges may be billed when incurred or when work is completed;
• usage-based or third-party charges may be billed in arrears;
• all charges are subject to applicable taxes; and
• invoices are due by the date shown on the invoice.

You must provide and maintain a valid payment method where Cloudwifi requires one.

If you choose pre-authorized payment, you authorize Cloudwifi to process charges in accordance with your payment authorization and applicable law.

Amounts not paid when due may accrue interest at the rate of 1.5% per month, or the maximum rate permitted by law, whichever is lower.

If an account remains unpaid, Cloudwifi may suspend or disconnect Services in accordance with these Terms. You remain responsible for reasonable collection costs, including collection-agency fees and reasonable legal costs, incurred by Cloudwifi in recovering overdue amounts.

If you believe an invoice is incorrect, please contact Cloudwifi promptly and provide reasonable details of the issue. You must continue paying undisputed amounts while Cloudwifi reviews the concern.

Cloudwifi will correct billing errors where appropriate.

10. Account Credits and Refunds

If your account has a credit balance after your Services end, Cloudwifi will apply the credit to any outstanding amounts owing and return any remaining undisputed credit balance using your most recent payment method or another reasonable method.

You are responsible for keeping your contact and payment information current so that Cloudwifi can process any refund or return of funds.

11. Cancellation and Moving

You may cancel Services at any time by contacting Cloudwifi Customer Service or by using an available online account or building portal cancellation process.

Unless your service confirmation states otherwise, cancellation will take effect at the end of your current billing period or on a later date you request.

You remain responsible for charges incurred up to the effective cancellation date, including applicable equipment, installation, activation, or other disclosed charges.

Cloudwifi will not charge an Early Termination Fee unless your service confirmation clearly identifies a minimum service commitment and the applicable fee.

If you are moving, please notify Cloudwifi as early as reasonably possible. Cloudwifi may be able to transfer Services to your new address if Services are available there. If Cloudwifi cannot provide Services at your new address, you may cancel the Services subject to any applicable service confirmation or minimum-term commitment.

12. Service Suspension or Termination by Cloudwifi

Cloudwifi may restrict, block, suspend, or terminate all or part of the Services where reasonably necessary if you:

• fail to pay undisputed charges when due;
• breach these Terms, your service confirmation, or the Acceptable Use Policy;
• provide materially inaccurate or misleading account information;
• fail to provide reasonably required access or cooperation;
• interfere with, damage, misuse, relocate, or tamper with Cloudwifi Equipment;
• create or permit a security threat, network-abuse issue, fraud risk, or material service disruption; or
• use the Services in a manner that is unlawful or may cause Cloudwifi or an upstream provider to breach a legal, regulatory, contractual, or technical obligation.

Where practical, Cloudwifi will provide notice of the issue and a reasonable opportunity to correct it before suspending or terminating Services.

Cloudwifi may take immediate action without prior notice where reasonably necessary to protect Cloudwifi’s network, equipment, employees, other customers, or the public; to comply with law or a regulatory requirement; to address an emergency or security threat; or to prevent ongoing harm.

Cloudwifi may charge a disclosed reconnection fee if Services are restored after suspension or disconnection.

13. Network Management and Acceptable Use

You must comply with Cloudwifi’s Acceptable Use Policy.

Cloudwifi may use reasonable technical, operational, and security measures to operate, maintain, secure, and support its network and Services.

These measures may include reviewing technical information such as connection status, traffic volume, IP addresses, protocol information, performance data, and security indicators.

Cloudwifi does not routinely monitor the content of your Internet communications.

Cloudwifi may restrict, filter, block, suspend, or otherwise manage traffic or access where reasonably necessary to:

• protect the network or Cloudwifi Equipment;
• prevent or address malware, fraud, network abuse, denial-of-service attacks, or other security threats;
• comply with law, court orders, or regulatory requirements;
• enforce these Terms or the Acceptable Use Policy; or
• deliver the service plan you selected.

14. Service Interruptions and Maintenance

Cloudwifi will use commercially reasonable efforts to provide Services substantially in accordance with your service confirmation.

Services may be interrupted, limited, delayed, or unavailable due to planned maintenance, emergency repairs, upgrades, power outages, severe weather, construction, vandalism, third-party carrier outages, Internet congestion, equipment failure, building conditions, or events outside Cloudwifi’s reasonable control.

Cloudwifi will provide advance notice of planned maintenance where reasonably practicable.

Unless Cloudwifi expressly agrees otherwise in writing, Services are not guaranteed to be uninterrupted, error-free, or available at all times.

Unless required by applicable law or expressly stated in your service confirmation, Cloudwifi is not required to provide a credit, rebate, or refund for a service interruption.

15. Important Limitations for Emergency, Life-Safety, and Critical Services

Cloudwifi Internet and Wi-Fi Services require electrical power and may not operate during a power outage, network outage, equipment failure, or other interruption.

Cloudwifi Internet and Wi-Fi Services are not intended to be the sole communications path for emergency, medical, security, alarm, fire, elevator, access-control, monitoring, or other life-safety or critical systems.

You are responsible for determining whether you require backup connectivity, cellular service, battery backup, a traditional telephone line, redundant monitoring, or another alternative communications method.

If you subscribe to Cloudwifi Digital Phone Services, separate Digital Phone and 9-1-1 Terms apply. Digital Phone and 9-1-1 services may not operate during a power failure, Internet outage, equipment failure, or other service interruption.

16. Television and Third-Party Services

Cloudwifi does not control the content, availability, legality, accuracy, security, or reliability of television programming, websites, applications, streaming platforms, cloud services, or other third-party services accessed through the Services.

Television programming, channels, content, and third-party applications may change from time to time.

You are responsible for supervising minors who use Services through your account and for evaluating any third-party content or service accessed through the Services.

17. Privacy

Cloudwifi’s Privacy Policy explains how Cloudwifi collects, uses, discloses, retains, and protects Personal Information.

Cloudwifi does not sell or rent Personal Information, and does not disclose Personal Information to third parties for their own marketing or promotional purposes.

18. Intellectual Property

Cloudwifi and its licensors retain all rights, title, and interest in Cloudwifi Equipment, networks, software, systems, documentation, trademarks, service marks, processes, and other intellectual property used to provide the Services.

You receive a limited, non-exclusive, non-transferable right to use the Services during the term of your account and only in accordance with these Terms.

You must not copy, modify, distribute, reverse engineer, or create derivative works from Cloudwifi software, systems, documentation, or intellectual property except where permitted by law or authorized in writing by Cloudwifi.

19. Limitation of Liability

To the maximum extent permitted by applicable law, Cloudwifi will not be liable for indirect, special, incidental, consequential, exemplary, punitive, or economic loss or damage, including loss of data, loss of revenue, loss of profit, loss of business opportunity, loss of goodwill, loss of use, or the cost of obtaining substitute services.

Cloudwifi’s total aggregate liability arising out of or relating to the Services, these Terms, or your account will not exceed the total recurring fees paid by you to Cloudwifi for the affected Services during the three (3) months immediately before the event giving rise to the claim.

Nothing in these Terms limits or excludes any liability, remedy, consumer protection right, or other right that cannot lawfully be limited or excluded.

20. Your Responsibility for Use of the Services

You are responsible for your use of the Services and the use of the Services by anyone to whom you provide access.

You will be responsible for direct losses, damages, claims, and reasonable costs incurred by Cloudwifi as a result of your unlawful or unauthorized use of the Services, your breach of these Terms or the Acceptable Use Policy, or your failure to obtain required access permissions.

This section does not apply to the extent that a claim or loss is caused by Cloudwifi’s negligence, willful misconduct, or breach of these Terms.

21. Customer Support and Complaints

For support, billing inquiries, service concerns, or complaints, please contact Cloudwifi Customer Service:

Telephone: 1-855-955-9434
Email: legal@cloudwifi.ca

Cloudwifi will make reasonable efforts to investigate and resolve concerns promptly.

If you are an individual customer, or an eligible small-business customer, and you are unable to resolve a telecommunications or television complaint directly with Cloudwifi, you may be eligible to contact the Commission for Complaints for Telecom-television Services Inc. (“CCTS”).

22. Notices and Electronic Communications

Cloudwifi may send notices, invoices, service alerts, outage notifications, changes to these Terms, and other account-related communications by email, through your online account or building portal, by mail, or by another reasonable method.

You are responsible for maintaining a current email address and other contact information on your account.

Notices to Cloudwifi relating to these Terms must be sent to:

Cloudwifi Inc.
Attn: Legal Department
PO Box 27005
Kitchener, ON N2E 3K2
Email: legal@cloudwifi.ca

23. Changes to These Terms

Cloudwifi may update these Terms from time to time to reflect changes in law, technology, security practices, network operations, or Services.

Cloudwifi will provide at least thirty (30) days’ notice of a material change where reasonably practicable. A shorter notice period may apply where a change is required by law, a regulatory requirement, or an urgent security, technical, or operational issue.

The most current version of these Terms will be posted on Cloudwifi’s website.

If you continue to use Services after updated Terms take effect, you accept the updated Terms, subject to any rights that cannot be waived under applicable law.

24. Assignment

You may not assign, transfer, or resell your account, Services, or Cloudwifi Equipment without Cloudwifi’s prior written consent.

Cloudwifi may assign these Terms or your account to an affiliate or in connection with a merger, acquisition, financing, restructuring, or sale of all or a substantial part of its business or assets.

25. Governing Law

These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable in Ontario, without regard to conflict-of-law principles.

Nothing in these Terms limits your right to bring a complaint before a regulator, tribunal, court, consumer-protection authority, or other body with jurisdiction over the matter.

26. General

These Terms, together with your service confirmation and the documents incorporated by reference, form the entire agreement between you and Cloudwifi regarding the Services.

If any provision of these Terms is found to be invalid, illegal, or unenforceable, that provision will be modified only to the minimum extent necessary, and the remaining provisions will continue in effect.

A failure by either party to enforce a provision of these Terms does not waive that party’s right to enforce it later.

Sections that by their nature are intended to survive cancellation or termination, including payment obligations, equipment obligations, privacy, limitations of liability, intellectual property, and general provisions, will survive cancellation or termination.