Privacy and Legal

Your privacy

How does Koodo protect my privacy?

At Koodo, we work to ensure that all of our policies are fair and simple for our customers. This Privacy Commitment explains how we handle our customers' personal information and reflects our continuing commitment to protecting your privacy.

If you are a Koodo customer, we do collect and store some basic information about you that allows us to properly service your account. However, Koodo will not disclose any personal information without your express consent, other than in the following circumstances, to:

• your representative, or an authorized user under your account, if we are satisfied that the person is authorized to receive the information;
• another telecommunications company, but only if the information is used to establish or to efficiently provide telecommunications service, such as information required for porting services between carriers;
• another business unit related to Koodo – to help us serve you better or provide services from different parts of the TELUS company;
• a directory or listing service company for the purpose of listing your name, address and phone number;
• a third party used by Koodo to evaluate your creditworthiness or collect outstanding balances;
• a public authority or its agent – if Koodo reasonably believes that there is imminent danger to life or property that could be avoided or minimized by disclosure of personal information, such as in response to a 911 call; or
• a government agency or other third party, if required to meet legal and regulatory requirements, such as responding to a court order.

Koodo will use appropriate safeguards to protect your personal information, strive to keep it up to date and respond to your requests for access. Personal information collected by Koodo may be stored and processed in Canada or another country. In either case, the information is protected with appropriate security safeguards, but may be available to government agencies under applicable law.

What are my choices?

We would like to have your consent to continue to collect, use and disclose your personal information for the purposes described here or in your Customer Service Agreement or our Service Terms. You can, however, ask to be removed from any of our marketing lists or directories at any time. You may also refuse to provide personal information to us, or withdraw consent to use information that has already been collected, subject to legal or contractual restrictions and reasonable notice. However, if you do, this may limit our ability to serve you.

If you have any questions or concerns about Koodo's privacy practices, you may call 1-855-525-6636 or email privacy@koodomobile.com.

Why does Koodo collect my personal information?

We collect your information to:

• establish and maintain a commercial relationship with you and provide ongoing service;
• understand your needs and preferences by maintaining a record of the products and services you receive from us;
• develop, enhance, market or provide products and services;
• manage and develop our business and operations; and
• meet legal and regulatory requirements.

If you provide us with your email address (and inform us if that email address changes), we may provide you with tools and services to manage your Koodo account, communicate with you about account-related items on a timely basis, provide news and offers from Koodo and its partners, and seek your views on Koodo's products and services.

What Koodo won’t do with my personal information

Koodo will not collect, use or disclose your personal information for any purpose other than those identified above or in your Customer Service Agreement or our Service Terms, except with your consent. For greater clarity, unless you provide express consent Koodo will not:

• share your personal information with or sell it to third-party marketers; or
• use your personal information to enable third-party targeted advertisements.

Revised November 17, 2013

© 2013 TELUS Communications Company

When it comes to security, we’re certified.

As a Certified Internet Secure Merchant that’s approved by the top five banks, Koodo Mobile offers secure, real-time online credit card processing.

Look for the lock – it’s proof that you’re in a secure area. You’ll know you're in a secure area when you see a closed padlock icon, similar to these , or a key icon if you have an older browser. Depending on your browser, the icon will appear in one of the following areas of your browser window: the bottom right or left corner, on the address bar or in the title bar. Firefox may display an icon similar to this , which indicates that the Webstore is displaying both secure and insecure data (such as the page title) – don’t worry, the transmission of the data is completely secure.

Learn about cookies – a cookie is text info that’s shared between your computer and a website. There are different types of cookies and the Koodo Mobile Webstore uses a temporary cookie that only tracks the products you’ve chosen to purchase. The cookie expires immediately after you’re done shopping, but if you leave the site before you’re done, the cookie will be stored for 30 days, so you can pick up where you left off. We don’t use any of the info transferred through the cookie for promotions or marketing. And we certainly don’t share the info with third parties. Although you can set your web browser to refuse cookies or to alert you when they’re being used, some sites, like in the Koodo Mobile Webstore shopping area, may not function properly.

Data encryption – if you’re using a security-enabled browser any credit card info you send is Internet Secure encrypted. Security-enabled browsers include Microsoft Internet Explorer version 2.1 or higher, and Netscape version 2.0 or higher. Encrypted data is extremely difficult to read even if it’s intercepted. So using a security-enabled browser makes your online transaction even safer. Although shipping information is not encrypted on the Koodo Mobile Webstore, Internet Secure uses industry-standard technology, known as Secure Sockets Layer (SSL), to allow for the encryption of confidential data like your name, address and credit card number.

Verified by VISA – a recent improvement to the security of online shopping. It’s how you can be sure you’re the only person using your VISA card to make online purchases. Setting up this extra layer of security is simple – it’s like using your PIN at an ATM. All you do set up a password with your financial institution and use it when shopping online.

The goods on ordering and shipping.

Canadian orders and credit cards
You must use a valid Canadian credit card: Visa, MasterCard, or American Express. We do not accept International credit cards. We’ll cancel and refund any order made with one. All prices listed are in Canadian dollars. And product pricing and availability are subject to change without notice.

Ordering and shipping confirmations
Two to five business days is approximately how long it’ll take for mobile phones and accessories to be couriered to your shipping address. If your order is not available for immediate delivery we’ll notify you by email. If your item is back-ordered, shipping may take up to 10 business days.

After submitting your order, you’ll receive a confirmation email from us. This email will summarize your purchase and provide you with your order number. Please print and/or save this email - it’s your official receipt. Then when your order is shipped, you’ll receive a shipping confirmation email with the courier tracking number and instructions on how to track your order with the courier company.

Free shipping applies for any orders $30 or more (before tax). Orders less than $30 will have a $5 delivery charge applied.

Delivery
About the shipping address. It’s got to be Canadian – orders with non-Canadian addresses can’t be processed. We also can’t ship to P.O. Boxes. And there should be someone at the address able to receive your order anytime between 9am to 5pm, Monday through Friday. To prevent theft, a signature is required for every delivery unless you specify otherwise in your shipping instructions.

All rural route addresses must include a street address and phone number. If you live in an apartment, please put your buzzer number in the shipping instructions. Also use the shipping instructions field to give us any additional delivery information (like: leave at the back door or leave without signature). The courier service will attempt to deliver three times, and will offer alternative delivery or pick-up methods if you’re unavailable. Your shipping confirmation email lists your tracking number and links to information on contacting the courier service for more details.

To ensure a reliable and traceable delivery, Koodo Mobile uses Purolator or ATS. However, neither Koodo Mobile nor the courier service are responsible for any missing or incorrect information entered on your initial order. Packages with insufficient delivery information will be returned to Koodo Mobile.

Want to talk to us?
For questions about your order email us at webstore@koodomobile.com – you’ll get a response quickly. Please include your sales order number in your email message.

If you want to call us about an order you’ve placed, contact us at 1-866-768-9300 Monday through Friday, 9am to 5pm EST.

Returns
If you aren't happy with your new mobile phone, you can return or exchange it within 14 days of the purchase date. Accessories are not eligible for returns or refunds unless they’re defective. Phones purchased using the Tab may be exchanged, but if you decide to leave, your Tab will be reversed and you’ll be liable for any other charges.

Product returns for online purchases from the Koodo Mobile Webstore are not accepted at Koodo Shops or Retail partners (e.g. Future Shop). Purchases from Koodo Shops and Retail partners have their own return policy, and items purchased from them must be returned to them.

You must return your purchase in its original condition with all original packaging and parts, along with a copy of your email receipt. Once we have accepted your return, we will refund the appropriate amount to the credit card you used at the time of purchase. To return or exchange a mobile phone, contact us at our number listed below to receive a pre-paid return or exchange mailer.

Returns Contact Information
Call us at 1-866-99-KOODO (1-866-995-6636)
Monday to Friday from 10 am to 9 pm EST
Saturdays from 10 am to 6 pm EST
Sundays from 12 pm to 5 pm EST

Koodo Service Terms

What are the Koodo Service Terms?

These Service Terms describe your wireless voice and data services and cover the use of your device and account, billing and warranty information, your privacy rights and service cancellation. As part of our commitment to putting customers first, we want to make sure that we are clear and transparent in helping you fully understand what Koodo provides. By using our services, you agree to the terms and conditions outlined below.

As you read through these Service Terms, please note that:

• "I," "me," "your" and "you" refer to the Koodo customer who is responsible for the account;
• "We," "us" and "our" refer to the mobility division of Koodo (a registered business name of TELUS Communications Company);
• "Device" means any type of wireless telecommunications device that you use to access the Koodo service, including mobile phones, tablets, Internet keys and more;
• "Service" means the wireless voice and data services that Koodo provides within the Koodo mobility coverage area, and includes wi fi Internet access service where available through Koodo’s wireless network access points; and
• "Service period" means the term commitment as indicated on your Agreement.

Can Koodo change the terms of service in my agreement?

Yes, Koodo has the right to change any of the terms that are outlined in your Agreement, except those covered by the Price Guarantee, which we will not change without your consent.

Before we make any changes, we will give you at least thirty days' written notice, by bill message, text message or email. The notice will include a copy of the new service term or of the new and former versions of a modified service term, the date that the change will occur and a description of your rights to cancel service (if applicable and as required by law).

What if I do not agree with the changes that Koodo makes to my Agreement?

If you do not agree with a change that affects the Price Guarantee, you may cancel your service by providing a notice to Koodo within thirty days of the effective date of the change. If the change we make increases your obligation or reduces ours, cancellation fees will not apply. If you do not agree with changes related to an optional feature, you may cancel the feature without penalty.

If you continue to use the service after thirty days from the effective date indicated in the notice, the new service term will become effective.

Can I transfer my Agreement to someone else?

If you want to transfer your Agreement, you need Koodo’s consent in advance. You will remain responsible for the use of the service until the transfer is made.

Who is responsible for complying with the Koodo Service Terms?

On a Koodo account with multiple users, both the account owner and the actual user of the service are responsible for complying with the Service Terms.

Can any of these Service Terms be void?

It is possible for one or more of the Service Terms to be or become void, prohibited or unenforceable (for example, as a result of a new interpretation of the law). In this case, the particular service term(s) will not apply, but the remaining terms will continue to be binding for both you and Koodo.

Your Koodo Services

What limits apply to my use of the Koodo service?

You can only use Koodo services for your own individual use, with compatible devices and in compliance with the law. You also agree not to:

• Resell the service or receive any charge or benefit for the use of the service by any third party;
• Use the service to send any threatening or obscene material or to harass, embarrass or invade the privacy of another person;
• Engage in any activity that could compromise the security of the service or any network or computers on the Internet, or that could interfere with the services of any Internet access provider;
• Use the service in any way that requires excessive network capacity or that may adversely affect other Koodo customers or the service;
• Copy or change the identification functions of the service or your device, or permit anyone other than a Koodo authorized person to do so;
• Threaten, abuse or harass any Koodo Customer Service Rep;
• Use a device that has been reported lost or stolen to any wireless service provider.

Where will I have coverage?

Koodo service covers almost all of the populated areas in Canada and gives you access to extensive roaming coverage worldwide. Coverage areas, and the connectivity in these areas, will depend on the availability of network facilities. These are subject to change from time to time, without notice.

Can I stay connected when I travel outside of Canada?

Roaming services are available on compatible network technology and are provided when you are outside of Canada in places where Koodo has roaming agreements with other telecommunications companies. Roaming service areas may vary without notice. There may also be times when you are charged for roaming while still within Koodo coverage areas. This will happen if your device's radio signal is picked up by a cell tower located in the coverage area of another wireless service provider.

When you are roaming, you will be connected using the services of another wireless service provider. As a result, you will be responsible for all applicable charges, and are subject to the terms and conditions of the service as imposed by that other provider (these may include limitations of liability and possibly the provision of unwanted services and content). To check the network availability and rates in different countries, visit koodomobile.com/travelling. Please keep in mind that special numbers for emergency services and operator assistance may vary by country so dialling the numbers that you use in Canada may not work. It is your responsibility to look up and use country-specific numbers when roaming outside of Canada.

Will my Koodo services always work in Koodo coverage areas?

We monitor our networks to keep them running continuously. However, there are times when Koodo must temporarily suspend or restrict the service to maintain, restore or repair the network. Also, to ensure fair network access to all users, Koodo may manage network resources using methods including, but not limited to:

• Allocation of bandwidth, which may limit the availability or speed of data service;
• Filtering for spam and malicious content, which may occasionally result in unintended blocking of inoffensive content; and
• Restricting the network access available to specific transmission protocols.

For a description of Koodo’s network management practices please see koodomobile/legal.

In addition, service failures or interruptions can occur due to events beyond Koodo’s reasonable control. These may include:

• Atmospheric conditions (including solar activities);
• Physical obstacles interfering with the transmission of radio signals;
• Limitations on the capacity of the network to carry traffic from all nearby users;
• Technical limitations of the systems of other telecommunications companies or limitations of the interconnection of transmission facilities;
• Defects or failures in network equipment; or
• Emergency or public safety requirements.

Do I own my wireless telephone number?

You have the right to take (or "port") your phone number to another Canadian telecommunications service provider. However, please note that you do not own your number. This means that if you leave Koodo and choose not to take your phone number with you we have the right to assign your number to another customer.

You also do not own any group or private direct-connect number, IP address, network equipment identifier, domain name, email address or other identifier assigned by Koodo. We may, after giving you at least thirty days' notice, change any such numbers without liability.

What do I need to know if I am on Koodo Prepaid?

Rates for prepaid service may change without notice. Prepaid service credits are valid for a fixed period of time from the day they are activated (thirty days unless another period of time is indicated on your prepaid card or receipt). Credits for pay-per-use minutes or data will carry over if you top up your account with additional service credits within seven days after the end of the service period. For prepaid base plans or boosters, any included minutes or data will not carry over. Prepaid service credits are non-refundable. After ninety days with a zero balance, your account will be automatically deactivated and after another ninety days, you will lose your number.

Do I need to pay a deposit to use my Koodo services?

We may require a security deposit or apply a spending limit on your account because of a credit check or your payment history. If you keep your account active and current for twelve consecutive months, this deposit will be returned to you as a bill credit. If you cancel your Koodo account, we will refund the deposit, minus any amount that you may owe (which may include late payment and cancellation charges).

Koodo may apply the deposit at any time to amounts that you owe for your mobility services, under this Agreement or any other service agreement you have with us. If your deposit is used to pay an overdue account, we will send you a notice informing you of the payment. You must then replenish the deposit and we will give you ten days to do so from the date indicated on the notice.

Your wireless device(s)

Can I use any device with my Koodo service?

Although Koodo networks are able to support a wide range of devices, not all devices will work on our networks. Your wireless device and software must meet Koodo standards to access our service and operate properly with our service. Such standards may change from time to time at our sole discretion and you are responsible for updating your device and software as necessary to meet these standards. Koodo may also remotely update or change the software and settings on your device at any time without notice to ensure that it continues to operate properly on our service.

Your Koodo account

Who is responsible if someone else uses my account?

You are responsible for your account and for the activities of anyone who uses it. To prevent unauthorized use, you must maintain the confidentiality of the login names, passwords and other identification methods that you use to access your account.

If any person makes a claim against Koodo in connection with the use of our service or of any device on your account, you will indemnify Koodo against any loss or expense that Koodo may incur, including any judgment made against us.

How does Koodo manage user content?

The Internet can be used to spread viruses and other malicious content. Koodo has the right, but not the obligation, to monitor or log any Koodo Internet site or use of the service. This allows us to enhance operating efficiencies and to protect Koodo and its customers from spam, malicious content and other unlawful activity. If we believe any Internet capability or data accessed through our service is in violation of any of the Service Terms, we have the right to remove or block it.

To enable you to post content on the Internet using the service, you grant Koodo and Koodo's service providers a worldwide, royalty-free, unrestricted licence to use, copy, adapt, transmit, display, communicate and create compilations and derivative works from this content.

How long does Koodo keep content on my account?

Koodo may delete, without notice, messages and emails that have been stored on your account for more than thirty days. Koodo may also delete, without notice, any user content stored by or for Koodo that is not accessed in a thirty-day period and all third party content that has not been accessed for more than ninety days. Koodo is not responsible for the actions of any third party service, application or content provider.

Your Koodo bill

What is included on my monthly bill?

Your bill can include charges for voice calls (including long distance), messaging, data use and purchases that you are entitled to charge to your Koodo account. Your chosen rate plans and features are billed one month in advance. All usage that exceeds the limits of your rate plan or features is billed on a subsequent bill. You may also see other fees for administrative services, such as bill reprints that you request.

The following explains what is covered under "voice calls" and "data" on your bill:

Voice calls

Charges for voice calls are based on the airtime used when you make and receive calls on your mobile phone. Voice airtime is calculated, for both incoming and outgoing calls, from the time the call is initiated to the time it is disconnected, including the time used to route the call through the network and any ring time. The airtime for each voice call is rounded up to the nearest minute unless your rate plan or feature states otherwise.

Long distance charges are incurred when you make voice calls from one local calling area to another and also for all calls you receive when outside your local calling area. Long distance calls may include the local minutes of your plan and may result in charges for the local airtime minutes that exceed your rate plan or features. If your device’s radio signal is picked up by a cellular tower outside of your local calling area, the call may be treated as long distance.

Data

Koodo advertises all our data rates in megabytes. To accurately charge you for your data usage, all usage within Canada and the United States is calculated and billed by kilobytes per session (1024 KB =1 MB). When roaming outside of Canada and the United States, each data session is rounded to units of 20 kilobytes per session. Data rates and billing may vary depending on your selected rate plan and features.

Purchases

Any purchases you make from a third party and charge to your Koodo account are subject to the terms and conditions imposed by that third party. Koodo only provides a means of payment and does not accept any responsibility for the product or service provided.

How are rate plans and features charged?

Recurring rate plan and feature charges are billed one month in advance, so your monthly bill will have rate plan and feature charges for the next month. If you change your rate plan or features during your billing cycle, the corresponding charges will be applied for the portion of the month during which the new rate plan or feature was active on your account. The recurring monthly charge for the next month will also appear on your bill for the new rate plan or feature.

How is extra usage charged?

Pay-per-use rates apply to usage that exceeds the coverage outlined in your rate plan or features. If you make a change during your billing cycle that affects the applicable pay-per-use rates, the new rate will apply from the date that you make the change.

When and how will I receive my bill?

You will receive your monthly bill either by mail or online. All amounts owing to Koodo are due on:

• The day you receive your bill if you get a Koodo paper bill; or
• The day your bill is posted online if you get an electronic bill (e-Bill). You can register for e-Bill notifications in order to receive an email or text message informing you that your bill has been posted online.

Your bill tells you how much to pay and when that payment must reach Koodo to avoid late payment charges.

What if I don’t pay my bill in time?

If your payment is not received by the date indicated on your bill, a late payment charge will apply. Late payment charges are two percent per month (26.82% per year) on your total unpaid amount.

What charges apply if my payment is returned and marked unpaid?

Payments returned due to insufficient or unavailable funds in your chequing account are subject to the return payment fee specified on your bill or at koodomobile.com/onetimecharges.

What if I do not understand or disagree with a charge on my bill?

To ensure that you have time to confirm that the charges on your bill are correct, we give you thirty days from the date you receive your bill to review your charges and contact Koodo with any dispute. After the thirty days, all amounts appearing on your bill are deemed to be valid.

How does billing work if I sign up for pre-authorized payments?

If you choose pre-authorized payments, we will automatically withdraw the amount owing to Koodo each month from your credit card or bank account. Koodo will not send you a notice in advance of the amount and date of the debits from your account, although you will continue to receive a bill for your records.

Do I still have to pay my bill if my device is lost or stolen?

If your device is lost or stolen, please contact Koodo immediately. You will continue to be responsible for the use of your device until you notify us. Following notification of the loss or theft, you will no longer be responsible for usage charges. However, you will remain responsible for all regular recurring charges, such as your rate plan fee.

Your warranties

Are there any warranties on my Koodo service?

Since wireless telecommunications are delivered by radio waves, they are subject to factors that cannot reasonably be controlled. For this reason, Koodo does not guarantee timely, secure, error-free or uninterrupted service or that you will always receive your messages or data. To the extent permitted by law, legal warranties and conditions (implied or statutory) do not apply to the service.

Are there any warranties on the device that I bought from Koodo?

Your device is subject to the manufacturer's warranty, which is included in the package that came with your device. Please review the terms of the manufacturer's warranty to understand the protection it provides and the actions that may void your warranty.

What limitations apply to any claim made against Koodo?

Koodo is not responsible for:

• Libel, slander, defamation or the infringement of copyright arising from material or messages transmitted from your property or premises or recorded by your equipment or Koodo's equipment;
• Damages arising out of your act, default, neglect or omission in the use or operation of equipment provided by Koodo;
• Damages arising out of the transmission of material or messages over the Koodo network on your behalf, which is in any way unlawful; or
• Any act, omission or negligence of other companies or telecommunications systems in relation to the provision of the service to you, when the facilities of such other companies or telecommunications systems are used to establish connections to or from facilities and equipment controlled by you.

To the fullest extent permitted by law, Koodo will not be liable to you or to any other person for any damages or expenses (including loss of profits, loss of earnings, loss of business opportunities, loss of data, economic loss or other similar loss, or punitive damages) arising out of or in connection with the use or failure of the service, whether caused by negligence or otherwise, and whether claimed in contract, tort or otherwise.

These limitations of liability extend to the benefit of third party providers of audio or audiovisual programming services delivered to your device through the service. In the case of the provision of emergency services on a mandatory basis, our liability to you, except in cases where negligence on the part of Koodo results in physical injury, death or damage to your property or premises, is limited to the greater of twenty dollars and three times the amount you would otherwise be entitled to receive as a refund for the provision of defective service under your Agreement.

None of the limitations of liability stated above apply in cases of deliberate fault, gross negligence or anti-competitive conduct on the part of Koodo or in cases of breach of contract where the breach results from our gross negligence.

Your Privacy

What limitations apply to any claim made against Koodo?

Your privacy is important to Koodo. We have a long-standing policy of protecting the privacy of our customers in all of our business operations. The Koodo Privacy Policy sets out the principles that govern the collection, use and disclosure of our customers’ personal information and reflects our continuing commitment to protecting their privacy.

All information that Koodo keeps with respect to you and your service, other than your name and address, is confidential. Unless you provide your express consent or unless disclosure is required under the law, your information may not be disclosed by Koodo to anyone, other than:

• You or a person who, in the reasonable judgement of Koodo, is seeking the information as your agent;
• Another telecommunications company, but only if the information is used to establish or to efficiently provide telecommunications service, if the disclosure is made on a confidential basis, and if the information is used solely for that purpose;
• An affiliate involved in supplying you with telecommunications and/or broadcasting services, provided the information is required for that purpose and disclosure is made on a confidential basis with the information used only for that purpose;
• A directory or listing service company for the purpose of listing your name, address and phone number if you consent and if that company agrees to use the information only for that purpose;
• An agent used by Koodo to evaluate your credit or collect outstanding balances owed to Koodo by you, if the agent requires the information and agrees to use the information only for that purpose;
• A public authority or its agent if Koodo reasonably believes that there is imminent danger to life or property that could be avoided or minimized by disclosure of the information;
• A law enforcement agency if Koodo reasonably believes that you or anyone using your device is engaged in fraudulent or unlawful activities against Koodo.

By “express consent”, we mean:

• Written consent;
• Oral confirmation verified by an independent third party;
• Electronic confirmation through the use of a toll-free number;
• Electronic confirmation via the Internet;
• Oral consent, where an audio recording of the consent is retained by Koodo; or
• Consent through other methods, as long as an objective documented record of your consent is created by you or by an independent third party.

For complete details about our legal obligations and liabilities with respect to your privacy, please refer to the Koodo Privacy Policy available at koodomobile.com/legal.

Koodo’s liability for disclosure of information contrary to these Koodo Service Terms is not limited by the limitation of liability set out above. You may inspect any Koodo records related to the provision of your service, provided that you pay Koodo’s related extraordinary costs. You may request that your name and address not be included on any list provided to any other person or used by Koodo.

Subject to the above, you agree that Koodo may collect, use and disclose personal information about you for the purposes identified in the Koodo Privacy Commitment as it may be amended from time to time. You can view this commitment at koodomobile.com/legal. You also authorize Koodo to obtain information about your credit history from credit reporting agencies and credit grantors (including other Koodo companies) from time to time, and consent to the disclosure of your credit history with Koodo to them at any time. You acknowledge that while roaming outside Canada the storage, treatment and transfer of your personal information and data may be subject to regulation different from the regulation in Canada. You agree to provide us with your current email address (and to inform us if that email address changes) so we can provide you with tools and services to manage your Koodo account, communicate with you about account-related items on a timely basis, provide news and offers from Koodo companies and its partners, and seek your views on Koodo’s products and services. If you have any questions or concerns about Koodo’s privacy practices, you may call 1-866-995-6636 or send an email to privacy@koodo.com

Why does Koodo collect my personal information?

We collect your information to:

• Establish and maintain a commercial relationship with you and provide ongoing service;
• Understand your needs and preferences;
• Develop, enhance, market or provide products and services;
• Manage and develop our business and operations;

Meet legal and regulatory requirements.

Ending your services with Koodo

If I have a term contract with Koodo, is my service automatically cancelled at the end of the service period?

No. Your service will continue on a month-to-month basis, until you notify Koodo that you wish to cancel service or renew your Agreement. The terms and conditions of your Agreement, including all rates and charges, will apply to your month-to-month service. Promotional features, offered free or at a reduced rate during your service period, will not be automatically renewed with month-to-month service.

Can I cancel my service at any time?

Yes. To cancel your service, contact Koodo with the date you want the cancellation to be effective. Cancellation fees may apply.

Can I take my number to another provider?

Yes, you have the right to take or "port" your number to another Canadian telecommunications company.

Can Koodo cancel my service?

Koodo will only suspend or cancel your service if you have not complied with the terms of this Agreement or any other service agreement you have with us (or if Koodo reasonably believes that either may occur). While your service is suspended, you remain responsible for all regularly recurring charges. You will also be charged a reconnection fee as specified on your bill to reconnect a suspended service.

What charges am I responsible for when my service ends with Koodo?

If you cancel your service or if Koodo cancels it for any reason, you remain responsible for your Koodo Tab and for all amounts chargeable to your account up to the time the service is cancelled. Any recurring charges that were billed at the beginning of your billing cycle or any credit balance under five dollars will not be refunded when your service is cancelled.

For business customers

What do I need to do to make a claim?

If you are a business customer, any claim, other than the collection of amounts owing to Koodo, relating to (i) your Agreement; (ii) use of the device or the service; (iii) sales materials or advertising relating to the device or the service; or (iv) relationships with third parties arising through use of the service, must be referred to private and confidential arbitration before a single arbitrator chosen by the parties. The expense of arbitration will be shared equally.

Notice to arbitrate a claim should be sent to Koodo Mobile, 200 Consilium Place, Suite 1600, Scarborough, Ontario, M1H 3J3, Attention: General Counsel. The arbitration will be conducted in accordance with the current rules relating to commercial arbitration in the province in which you reside. Additionally, you waive any right you may have to start or participate in any class action against Koodo and you agree to opt out of any class proceeding against Koodo.

Web Terms

1. koodomobile.com Terms and Conditions
The materials on koodomobile.com (the "Site"), which may include text, images, audio clips, video clips, software and other materials and applications (the "Content"), are provided by Koodo Mobile for informational purposes only. By accessing the Site or downloading any Content, you agree to be bound by the terms and conditions set out below. If you do not agree with these terms and conditions, do not access the Site or download any Content.

2. No Warranty or Representation
While Koodo Mobile uses reasonable efforts to include accurate and up-to-date information on the Site, your use and browsing of the Site is at your sole risk. Nothing in the Site, including product or service information, shall add to or change any contract for products or services you may have with Koodo Mobile, its, suppliers or affiliates.

Without limiting the foregoing, everything on the Site is provided to you "as is" and "as available" without representation, warranty or condition of any kind, either express, implied, or statutory including, but not limited to, implied representations, warranties or conditions of merchantability, fitness for a particular purpose, durability, title, non-infringement of intellectual property rights or inter-operability of products or services. Koodo Mobile assumes no responsibility to you or any third party for any errors or omissions of any kind in the Content. Changes or updates to Content on this Site may occur without notice.

3. Use of Information and Applications
You hereby agree that you shall not use any information or application contained in this Site or the links to this Site in any claims, proceedings, suits or actions against Koodo Mobile, its suppliers or affiliates.

While accessing and using any information or application made available through this Site, you are strictly prohibited from harassing (including spamming), offending, threatening, bullying, embarrassing, distressing or invading the privacy of any other person or providing false information to Koodo Mobile.

4. Linkage
The sites linked to this Site are not under the control of Koodo Mobile and Koodo Mobile is not responsible for and makes no representations, warranties or conditions concerning the contents of any linked site or any link contained in a linked site. It is your responsibility to verify any information contained within the links before relying on it. Also, the information contained in the links may be changed or updated at any time without notice. Koodo Mobile provides links to you only as a convenience and the inclusion of any link does not imply endorsement, investigation or verification by Koodo Mobile of the linked site. Your use of the linked sites may be subject to terms and conditions contained in these web sites which you should locate and review.

5. Monitoring
Koodo Mobile is under no obligation to monitor the Site and assumes no responsibility or liability should Content be modified or altered in any way without Koodo Mobile's consent.

6. Revisions
Koodo Mobile may at any time revise these Terms and Conditions by updating this posting. You should therefore review these Terms and Conditions each time you access the Site.

7. Copyright
You should assume that everything you see or read on the Site is copyrighted unless otherwise noted and may not be used without the written permission of Koodo Mobile except for your non-commercial use only provided you do not modify the Content and that you retain all copyright and other proprietary notices contained in the Content. You may not copy or display for redistribution to third parties or for commercial purposes any portion of the Content.

8. Trademarks
The trademarks, logos, service marks and other names, logos and icons identifying products and services (collectively the "Trademarks") displayed on the Site, are registered and unregistered Trademarks of Koodo Mobile and others. Koodo Mobile, the Koodo Mobile logo, koodomobile.com are trademarks used under licence from TELUS Corporation.

9. Site Policies and Related Terms
Please review our other policies such as Security, Privacy, Koodo Mobile Service Terms, Shipping and Delivery, and Webstore Policy posted on the Site. These policies also govern your visit to this Site and use of Content provided on this Site.

10. Consent
You hereby authorize Koodo Mobile to collect and retain all relevant information relating to your use of the Site. You further authorize any third party to provide Koodo Mobile with such information.

11. Viruses, etc
Koodo Mobile assumes no responsibility, and shall not be liable for any damages to, or viruses that may infect, your computer equipment or other property on account of your access to, use of, or browsing in the Site or your downloading of any materials, data, text, images or other Content from the Site.

12. Limitation of Liability
Neither Koodo Mobile, its partners, suppliers, affiliates nor any other party involved in creating, producing, or delivering the Site is liable for any direct, indirect, incidental, special, consequential, punitive or other damages whatsoever including business interruption, loss of use, data, information, profits (regardless of the form of action, including but not limited to contract, negligence or other tortious act) arising out of or in connection with your access or use of the Site even if Koodo Mobile has been advised of or foresees the possibility of any damages occurring.

13. Right of Indemnification
You agree to defend, indemnify and hold Koodo Mobile, its suppliers, partners, affiliates and related companies harmless from any and all liabilities, costs and expenses, including reasonable legal fees related to any violation of these Terms and Conditions by you, or in connection with your use of the Site or with the placement or transmission of any message or information on or from the Site by you.

14. Waiver
Koodo Mobile's failure to insist upon or enforce strict performance of any provision of these Terms and Conditions shall not be construed as a waiver of any provision or rights contained in these Terms and Conditions.

15. Governing Laws
These Terms and Conditions shall be governed by the laws of the province in which you reside and the federal laws of Canada applicable therein and you agree to be bound by the laws of these jurisdictions.

16. Territory
The Site originates in Canada. Koodo Mobile's products and services are offered in Koodo Mobile's operating territory. Some products and services referred to on the Site may not be available in all parts of Koodo Mobile's territory. Consult a Koodo Shop, Retail partner or the Site for information regarding the products and services available in your area.

17. Name
Koodo Mobile is a business name of TELUS Communications Company.

Accessibility at Koodo Mobile

At Koodo we value diversity and inclusiveness and support a work environment where all individuals, including those with varying abilities, are treated with dignity and respect. Our workplace culture extends to our customers, together with a commitment to accessibility for all.

Accessible Customer Service
Koodo strives at all times to provide goods and services in the communities we serve in a way that respects the dignity and independence of all customers, including those with varying abilities.

Assistive device
We will ensure our employees are trained and familiar with various assistive devices (i.e. wheelchair, screen reader, listening device or cane) that may be used by customers with varying abilities while accessing our goods and services.

Communication
We will communicate with customers with varying abilities in ways that best meet their needs.

Use of service animals and support persons
Customers are welcome to bring a service animal or support person to our locations open to the public to assist them in accessing our goods and services.

Notices of temporary disruption
Consistent with our current practices for customers, any disruption to our services or facilities for customers, including those with varying abilities, will receive notification promptly.

Notices will be communicated in accessible formats in public entrances where customers access our goods and services with information regarding the reason for disruption, its anticipated length of time, and a description of alternative facilities and services, if available.

Depending on the nature of disruptions, notices will also be provided using other accessible communication channels.

Training for employees, volunteers and others who serve our customers on our behalf
Koodo will provide training in accordance with this policy on customer service accessibility standards to all employees, volunteers and others that support the communities we serve in accessing our goods and services.

Feedback
Koodo is committed to providing excellent customer service and welcomes customer input to improve the accessibility of goods and services. Koodo offers a variety of ways for you to provide us with your feedback.

Please include your contact information, date and time, location, specific concern and any recommendations.

• Phone: 1-866-99-KOODO (1-866-995-6636)
• TTY: 1-800-972-6509
• Online: http://koodomobile.com/en/on/contact.shtml
• Email: customerexperience@koodomobile.com

All feedback will be directed to the Koodo Customer Experience Team.

Customers can expect a response back in 5 business days.

Complaints will be addressed according to our organization’s regular complaint management processes.

Modifications to this policy or any policy that impacts accessibility for our customers
Koodo is committed to ensuring all customer service policies and processes respect and promote the dignity and independence of all customers, including those with varying abilities. In accordance with policy review standards, policy updates will be ongoing to ensure our commitment to accessibility is met.

Questions on this policy can be directed to the Koodo Customer Experience Team via email at customerexperience@koodomobile.com

Wireless Video Experience Optimization

Why is Koodo implementing Video Experience Optimization?

The radio spectrum in Canada that is needed to support data use is limited and the networks that rely on this spectrum are rapidly becoming congested. At Koodo, we want to make the best use of the spectrum available to us by ensuring fair access for all customers. As a result, we've implemented Video Experience Optimization throughout our 4G wireless network to encode streamed videos at all times. This allows them to have a smaller impact on the network with minimal impact to quality. Please note that this only affects video streaming and not any Wi-Fi usage or home Internet service.

How does it work?

Our Video Experience Optimization equipment looks at the technical characteristics of the video content that you are trying to stream as well as the type of device you're using. If the format has not already been fully optimized for delivery over a wireless network to your specific device, our equipment optimizes the file before sending it. The equipment continuously evaluates videos to determine the best balance of viewing experience and optimization. The end result is that videos load faster, without noticeably taking away from the viewing experience. You also use less data which can save you money.

What types of Internet content will be optimized?

Only Internet videos (eg. Flash and MPEG4) that are streamed on a wireless device will be optimized. Optimization doesn't apply for files that are downloaded, video conferencing, Face Time, live chat, gaming, Skype, or videos saved to your device. The level of optimization will differ depending on the video being streamed. For example, videos delivered to a device with a high resolution screen will not be optimized, in order to ensure the quality of the video remains the same. Streaming videos delivered to a device with a low/medium resolution screen will benefit most from optimization.

What types of wireless devices are optimized?

All devices connected to the Koodo 4G network will be optimized. This includes smartphones, tablets, Internet keys, and smart hubs. The level of optimization will automatically adjust based on the display capabilities of each device and the type of video being streamed. In this way, each video is delivered at the rate that the device is capable of displaying it.

Is Video Experience Optimization common in other countries?

As a response to global network data congestion, more than 500 wireless operators in the United States, Europe, and around the world have recently adopted Video Experience Optimization. User experiences with these providers show that users enjoy the benefits of optimization, including faster video loading, less buffering and stalls, lower data usage, less network congestion and no noticeable reduction in image quality.

Are there other network experience optimization methods in place for Koodo?

At this time we do not have any further optimization methods, however we continuously explore new ways to improve our network and better your experience every day.

Video Experience Optimization will be in effect as of November 31, 2012. For further information please Contact Us.

User Content

By posting or uploading any ideas, comments, images, sounds, videos or any other form of content or information to the Site (collectively "User Content"), you (i) grant Koodo a fully paid up, royalty free, perpetual and worldwide license to use, reproduce, modify, adapt, translate, display, distribute and sublicence the User Content and to prepare other materials that may incorporate the User Content, which shall be works owned by Koodo and not subject to your approval; (ii) waive all moral rights in the foregoing in favor of Koodo and its licensees; (iii) consent to your name, address and/or e-mail address appearing as the contributor of any User Content; (iv) acknowledge the User Content will be considered non-confidential; and (v) warrant that you own all rights to the User Content, or have obtained all third party consents, waivers, permissions and/or licenses with respect to the User Content, necessary to grant the rights above without any limitations or restrictions.

You are responsible for ensuring that the User Content (i) complies with these Site terms and any directions or guidelines posted on the Site; and (ii) is not unlawful, harmful, threatening, abusive, harassing, defamatory, vulgar, profane, sexually explicit, obscene or otherwise objectionable. Koodo reserves the right to remove any User Content from the Site.