Nebula Networks Terms of Service

Effective Date: Sept. 01, 2022
Last Updated: Mar. 24, 2026

These Terms of Service (the “Agreement“) govern the provision of internet access services and related products and services by Nebula Networks (“Nebula Networks,” “Company,” “we,” “us,” or “our“) to the customer identified in the applicable service order, online signup, invoice, account record, or other order documentation (“Customer,” “you,” or “your“).

By requesting, activating, installing, using, or paying for the Services, you acknowledge that you have read, understood, and agree to be bound by this Agreement, together with any applicable order form, pricing schedule, Critical Information Summary, Acceptable Use Policy, Privacy Policy, and any supplemental service terms expressly incorporated by reference.

1. Definitions

For the purposes of this Agreement:

1.1 Account means the customer billing and service account established in your name.

1.2 CCTS means the Commission for Complaints for Telecom-television Services, the independent body that assists eligible customers with certain unresolved complaints regarding participating service providers.

1.3 CPE means customer premises equipment, including any antenna, radio, modem, router, power supply, mounting hardware, cabling, brackets, or related equipment installed or supplied for delivery of the Services.

1.4 Customer Premises means the residence, business location, structure, or property where the Services are installed or used.

1.5 Fees means all recurring and non-recurring charges payable by the Customer, including monthly service charges, taxes, installation fees, construction charges, equipment charges, late fees, reconnection fees, collection costs, and any other agreed charges.

1.6 Internet Code means the CRTC’s Internet Code as amended from time to time, which applies to retail fixed and mobile wireless internet service providers offering services to eligible customers.

1.7 Order means any service application, online order, quote acceptance, service request, or similar request accepted by Nebula Networks.

1.8 Services means the internet access service, related connectivity services, support, installation, equipment, and other products or services provided by Nebula Networks.

1.9 Unlimited Data means that Nebula Networks does not ordinarily impose routine usage-based overage charges based solely on aggregate monthly data transfer, subject to lawful network management, security practices, and compliance with this Agreement.

2. Services and Plan Information

2.1 Nebula Networks provides fixed wireless internet and related connectivity services in selected service areas, subject to availability, line-of-sight, technical feasibility, network capacity, and site conditions.

2.2 Residential plans may include, as available and as advertised from time to time:

Home 50 – up to 50 Mbps download / 10 Mbps upload
Home 100 – up to 100 Mbps download / 25 Mbps upload
Home 150 – up to 150 Mbps download / 25 Mbps upload
Home 200 – up to 200 Mbps download / 25 Mbps upload
Home 500 – up to 500 Mbps download, with upload speeds depending on deployment and service area

2.3 Plan names, rates, upload and download speeds, service features, eligibility criteria, and availability may be changed, withdrawn, or replaced by Nebula Networks from time to time, subject to applicable law and any notice obligations in this Agreement.

2.4 Unless otherwise stated in writing, Services are provided on a residential or small business retail basis only and do not include any service level guarantee, static IP, guaranteed uptime, hosting rights, or priority restoration commitment.

2.5 Business services, transport, datacenter, colocation, or enterprise connectivity may be subject to separate service orders, statements of work, or master services agreements. In the event of inconsistency, the separate written agreement shall govern to the extent of the conflict.

3. Contract Disclosure and Customer Information

3.1 Nebula Networks will provide Customers with clear information regarding the key terms of their Services, including:

the selected plan;
monthly recurring charges;
one-time fees, including installation or construction charges where applicable;
included and non-included equipment;
whether the Service is month-to-month or fixed term;
cancellation rules and applicable notice periods;
speed information;
data usage policy;
any applicable promotional conditions;
reconnection fees where applicable; and
contact and complaint escalation information, including CCTS contact details.

3.2 Nebula Networks may provide a Critical Information Summary or equivalent key facts summary to highlight the principal elements of the Customer’s Service.

3.3 The Customer is responsible for reviewing all Order details, invoices, service summaries, and account confirmations promptly and notifying Nebula Networks of any discrepancy.

3.4 The Customer represents and warrants that all information provided to Nebula Networks is complete, accurate, and current, and agrees to notify Nebula Networks promptly of any changes.

4. Eligibility and Authority

4.1 You represent and warrant that you are of the age of majority in the Province of British Columbia and have legal capacity to enter into this Agreement.

4.2 If you are entering into this Agreement on behalf of a corporation, partnership, strata, landlord, tenant, or other entity, you represent and warrant that you have full authority to bind that entity.

4.3 If you are not the owner of the Customer Premises, you represent and warrant that you have obtained all required permissions from the owner, landlord, strata corporation, or other authorized party for installation, maintenance, operation, and removal of Nebula Networks equipment.

4.4 Account Holder Death or Incapacity. If an account holder becomes deceased or incapacitated, an authorized representative of the estate or a legally appointed substitute decision-maker may contact Nebula Networks to manage or cancel the Account. Nebula Networks may require reasonable documentation before acting on such a request. Monthly charges will continue until a valid cancellation request is received and processed.

5. Orders, Site Qualification, and Activation

5.1 All Orders are subject to acceptance by Nebula Networks in its sole discretion.

5.2 Submission of an Order does not guarantee that Service is available, installable, or maintainable at the requested location.

5.3 Service activation may be conditional upon:

successful site survey;
confirmation of line-of-sight;
payment of required Fees or deposits;
safe and practical installation conditions;
suitable mounting location;
availability of radio, backhaul, or upstream capacity; and
verification of customer identity and billing information.

5.4 Nebula Networks may reject, delay, cancel, or refuse an Order where serviceability is not possible, installation is unsafe or impractical, required permissions are missing, the Customer fails identity or payment verification, or Nebula Networks determines in good faith that the Order should not proceed.

6. Installation, Access, and Construction Charges

6.1 The Customer shall provide Nebula Networks and its employees, contractors, and agents with safe, timely, and reasonable access to the Customer Premises for site survey, installation, testing, inspection, maintenance, repair, replacement, disconnection, and retrieval of equipment.

6.2 Nebula Networks may install equipment on rooftops, exterior walls, masts, poles, eaves, or other structures reasonably required to deliver the Services.

6.3 Standard installation may be included in certain offers, but Nebula Networks may charge additional fees for non-standard work, including:

custom mounting;
extended or concealed cabling;
electrical work;
grounding;
trenching;
roof work;
tower work;
permit-related costs;
difficult access;
site remediation; or
construction needed to establish service.

6.4 Nebula Networks’ pricing materials indicate that conditions may apply and that new accounts may be subject to a construction charge of up to $200. By ordering service, the Customer agrees to pay disclosed and applicable installation and construction charges.

6.5 The Customer acknowledges that installation may require drilling, fastening, cable routing, or attachment to the structure. Except to the extent caused by Nebula Networks’ gross negligence or wilful misconduct, Nebula Networks shall not be liable for ordinary cosmetic effects or minor alterations reasonably incidental to proper installation.

7. Equipment and Customer Premises Equipment (CPE)

7.1 All equipment furnished, installed, or supplied by Nebula Networks remains the sole property of Nebula Networks unless expressly sold to the Customer in writing.

7.2 The Customer shall not:

tamper with, move, open, alter, reverse engineer, or repair Nebula Networks equipment;
permit any unauthorized third party to service such equipment;
remove identifying labels or markings; or
use the equipment for any unlawful purpose.

7.3 The Customer is responsible for protecting Nebula Networks equipment at the Customer Premises from theft, misuse, avoidable damage, vandalism, and unauthorized access.

7.4 Upon cancellation, suspension, or termination of the Services, the Customer shall promptly return or permit the retrieval of all Nebula Networks-owned equipment within 14 days of the cancellation or termination date. Nebula Networks may charge the Customer the replacement cost of any unreturned, damaged, modified, or missing equipment not returned within that period.

8. Service Speeds, Performance, and Availability

8.1 Unless expressly stated otherwise in a written service level agreement signed by Nebula Networks, all advertised speeds are stated on an “up to” basis.

8.2 Actual service performance, including throughput, latency, jitter, packet loss, and reliability, may vary and is not guaranteed.

8.3 Performance may be affected by:

line-of-sight and signal conditions;
terrain, foliage, weather, and atmospheric conditions;
radio interference;
building materials and obstructions;
network demand and congestion;
upstream or third-party network conditions;
customer-owned devices;
router configuration;
Wi‑Fi limitations within the premises; and
maintenance, outages, or failures.

8.4 References to speed apply to the service delivered to the Nebula Networks demarcation point or installed CPE, not necessarily to the Customer’s in-home or in-building Wi‑Fi environment.

8.5 Nebula Networks does not warrant uninterrupted or error-free operation of the Services.

9. Billing, Invoicing, and Payment

9.1 The Customer agrees to pay all Fees associated with the Account.

9.2 Unless otherwise stated in writing:

monthly service charges are billed in advance;
one-time charges are billed when incurred, before activation, or on the next invoice;
taxes are additional;
invoices are due on the date indicated on the invoice.

9.3 Nebula Networks may require a valid payment method, pre-authorized debit, credit card, or deposit as a condition of initiating or continuing Services. Where a deposit is required, the terms of that deposit are governed by Section 9.7.

9.4 If payment is not received when due, Nebula Networks may:

charge interest on overdue amounts at the rate of 2.5% per month (30% per annum), or the maximum lawful rate, whichever is lower;
charge reasonable administrative, late payment, NSF, or collection-related fees where disclosed and permitted by law;
suspend or restrict Services subject to the notice requirements in Section 11;
refuse upgrades, changes, or additional services;
require a deposit or prepayment; or
terminate the Account subject to the notice requirements in Section 11.

9.5 Billing disputes must be submitted to Nebula Networks within 30 days of the invoice date, with sufficient detail to identify the disputed charge and the reason for dispute. The Customer must pay all undisputed amounts pending resolution.

9.6 Failure to dispute an invoice within the stated period constitutes acceptance of the invoice, except in the case of manifest error.

9.7 Deposits.

(a) Where Nebula Networks requires a deposit as a condition of service, the deposit shall not exceed an amount equal to one (1) month’s recurring service charge for the selected plan, unless a higher amount is justified by specific disclosed risk factors.

(b) Deposits will be held by Nebula Networks and applied against the final invoice upon cancellation or termination of service, with any remaining balance refunded to the Customer within 30 days of account closure.

(d) Nebula Networks will provide written confirmation of any deposit collected, including the amount, purpose, and conditions for return.

10. Term, Month-to-Month Service, and Cancellation

10.1 Unless otherwise specified in writing, Services are provided on a month-to-month basis beginning on the activation date.

10.2 Nebula Networks may offer promotions, credits, or incentives subject to separate terms disclosed at signup.

10.3 The Customer may cancel month-to-month Services by contacting Nebula Networks through approved support channels. The Customer is required to provide a minimum of 30 days’ advance notice of cancellation. Cancellation requests will be confirmed in writing by Nebula Networks.

10.4 Unless otherwise required by law or expressly agreed in writing:

cancellation takes effect on the requested cancellation date following the applicable notice period, or the date Nebula Networks reasonably processes the request, whichever is later;
monthly recurring fees are not prorated for partial billing periods unless required by applicable law;
all outstanding Fees remain payable;
Nebula Networks-owned equipment must be returned or made available for retrieval within 14 days of the cancellation effective date.

10.5 If the Customer received a promotional credit, waived installation, discounted equipment, or other conditional benefit, Nebula Networks may recover the value of that benefit if the Customer fails to satisfy the disclosed conditions attached to it.

11. Suspension, Disconnection, and Termination

11.1 Suspension for Non-Payment. Before suspending service for non-payment, Nebula Networks will provide the Customer with at least 14 days’ advance written notice of the intended suspension. The notice will specify:

the overdue amount;
the date on which suspension will occur if payment is not received;
the method by which the Customer may make payment to avoid suspension; and
reconnection fee information, if applicable.

11.2 Immediate Suspension. Nebula Networks may suspend, restrict, or terminate the Services immediately, without advance notice, where:

the Services are used for unlawful, abusive, fraudulent, or harmful activity;
the Customer has provided false, misleading, or fraudulent information;
the Customer interferes with Nebula Networks’ network, equipment, or other customers;
continued service poses an immediate legal, safety, or network integrity risk;
Nebula Networks is required to act by law, court order, regulatory requirement, or upstream provider obligation.

11.3 Termination for Cause. Where Nebula Networks intends to terminate service for cause other than those listed in Section 11.2, Nebula Networks will provide reasonable advance written notice and, where appropriate, an opportunity to cure the breach within the notice period.

11.4 Suspension does not relieve the Customer of any obligation to pay Fees or comply with this Agreement.

11.5 Reconnection. Where a suspended account is reinstated at the Customer’s request, Nebula Networks may charge a reconnection fee of $200, which will be disclosed to the Customer prior to reconnection being completed.

12. Complaints, Escalation, and CCTS

12.1 If you have a question, concern, or complaint regarding your Services, billing, contract, account, or customer experience, you should first contact Nebula Networks using the support contact information published on our website or provided on your invoices.

12.2 Nebula Networks will make reasonable efforts to review and respond to customer complaints in a timely manner.

12.3 Nebula Networks is a Participating Service Provider with the Commission for Complaints for Telecom-television Services (CCTS). If Nebula Networks is unable to resolve your complaint to your satisfaction, you may escalate the complaint to the CCTS. The CCTS is an independent organization that helps eligible consumers and small business customers resolve certain disputes with participating service providers.

12.4 Information about the CCTS complaint process is available at: https://www.ccts-cprst.ca

12.5 CCTS notice will appear on all customer invoices and on the Nebula Networks website in accordance with CRTC requirements.

12.6 Nothing in this Agreement limits any non-waivable consumer rights or complaint rights available under applicable law.

13. Acceptable Use Policy

13.1 The Customer shall use the Services only in compliance with applicable law and this Agreement.

13.2 The Customer shall not, and shall not permit any user of the Account or Services to:

violate any law, regulation, court order, or governmental directive;
infringe any copyright, trademark, patent, trade secret, privacy, or other legal right;
send or facilitate spam, phishing, bulk unsolicited messages, or deceptive communications;
distribute malware, spyware, ransomware, viruses, or malicious code;
engage in unauthorized access, credential theft, interception, network scanning intended to facilitate intrusion, denial-of-service attacks, or similar abusive conduct;
operate botnets, open relays, open proxies, command-and-control systems, or other malicious infrastructure;
interfere with, degrade, disable, or compromise any network, service, system, or device;
use the Services in a fraudulent, abusive, defamatory, harassing, hateful, threatening, obscene, or otherwise unlawful manner;
resell, redistribute, rebroadcast, share beyond the subscribed premises, or provide public access to the Services without Nebula Networks’ prior written consent;
use the Services in a way that materially harms Nebula Networks’ network or other customers.

13.3 The Customer is responsible for all activity occurring through the Account, whether caused by the Customer, household members, guests, employees, contractors, or any other person using the Service through the Customer’s connection, except to the extent directly caused by Nebula Networks.

13.4 Nebula Networks reserves the right, but not the obligation, to investigate suspected violations of this section and to take appropriate action, including warning, filtering, blocking, rate-limiting, suspension, termination, log preservation, or cooperation with law enforcement or rights holders where permitted or required by law.

14. Network Management Practices

14.1 Nebula Networks may implement reasonable network management, traffic management, security, and abuse-prevention measures as necessary to:

maintain the integrity, security, and reliability of the network;
protect customers and upstream providers;
prevent or mitigate congestion;
respond to malicious traffic, denial-of-service attacks, abuse, spam, botnet activity, or compromised devices;
preserve service quality for the broader customer base; and
comply with legal or regulatory obligations.

14.2 Such measures may include:

blocking malicious destinations or traffic patterns;
filtering spam or abuse-related traffic;
rate-limiting traffic associated with attacks, abnormal activity, or harmful automated conduct;
temporarily restricting protocols or traffic types causing material network impact;
preserving logs or records for troubleshooting, abuse response, or legal compliance.

14.3 Nebula Networks does not guarantee that any service plan will support public hosting, inbound connectivity, static IP addressing, port forwarding, VPN compatibility, gaming performance, or any specific third-party application unless expressly agreed in writing.

14.4 Any traffic management or abuse mitigation practices will be carried out in a manner Nebula Networks reasonably considers appropriate to the technical and operational needs of the network.

15. Unlimited Data

15.1 Where a plan is advertised as including Unlimited Data, this means Nebula Networks does not ordinarily charge routine monthly overage fees based solely on aggregate data transfer volume.

15.2 Unlimited Data does not permit use of the Services in violation of this Agreement, nor does it prevent Nebula Networks from applying lawful and reasonable network management or security controls.

15.3 Nebula Networks reserves the right to investigate abnormal, excessive, harmful, fraudulent, or system-impairing traffic patterns and to take reasonable corrective action.

16. Copyright Infringement and Notice-and-Notice Compliance

16.1 The Customer shall not use the Services to infringe the copyright or other intellectual property rights of any person.

16.2 Nebula Networks may receive notices alleging that the Services have been used in connection with copyright infringement or unlawful distribution of protected content.

16.3 Nebula Networks may process such notices in accordance with applicable law, including the Copyright Act (Canada) and Canada’s notice-and-notice regime.

16.4 Without limiting the foregoing, Nebula Networks may:

forward copyright notices to the Customer or subscriber associated with the applicable account or IP address;
preserve account records, logs, and identifying information for the period required or permitted by law;
investigate repeated, wilful, commercial, or egregious allegations of infringement;
suspend or terminate Services where Nebula Networks reasonably determines that the Services are being used for repeated, unlawful, or serious infringement, or where required by law, court order, or upstream provider requirements.

16.5 Nebula Networks is not required to adjudicate the merits of any copyright claim between a complainant and a Customer and is not required to monitor customer activity proactively except as necessary for legal compliance, network integrity, security, abuse mitigation, or operational support.

17. IP Addresses, Routing, and Technical Configuration

17.1 Any IP address, routing assignment, or network identifier assigned by Nebula Networks remains the property of Nebula Networks.

17.2 The Customer acquires no ownership right in any IP address or network resource assigned by Nebula Networks.

17.3 Nebula Networks may use dynamic addressing, carrier-grade NAT, routing policies, firewalls, filtering, or other network configurations at its discretion unless expressly agreed otherwise in writing.

17.4 Nebula Networks may change IP addresses, routing paths, addressing methods, or technical configurations at any time for operational, security, or business reasons.

18. Maintenance, Outages, and Force Majeure

18.1 Nebula Networks may perform scheduled or emergency maintenance, upgrades, repairs, replacements, reconfiguration, or other work affecting the Services. Where reasonably practicable, Nebula Networks will provide advance notice of scheduled maintenance that is expected to cause material service disruption.

18.2 The Services may be interrupted, degraded, or unavailable due to weather, power failures, fibre cuts, radio interference, equipment failure, software issues, third-party outages, vandalism, theft, civil disturbances, labour disruptions, or other causes beyond Nebula Networks’ reasonable control.

18.3 Unless required by law or expressly agreed in a written service level agreement, Nebula Networks is not obligated to provide service credits, refunds, or compensation for outages or degraded performance.

18.4 Nebula Networks shall not be liable for any failure or delay in performance caused by events beyond its reasonable control, including force majeure events.

19. Privacy, Monitoring, and Security

19.1 Nebula Networks collects, uses, stores, and discloses personal information in accordance with its Privacy Policy, available at https://nebulanetworks.ca/privacy, and in compliance with British Columbia’s Personal Information Protection Act (PIPA) and applicable federal privacy law. Customers are encouraged to review the Privacy Policy before activating Services.

19.2 Personal information and account information may be collected and used for purposes including:

service provisioning;
billing and collection;
customer support;
fraud prevention and identity verification;
abuse prevention and network security;
legal and regulatory compliance;
operational and business administration.

19.3 Nebula Networks may use automated systems and operational tools to monitor network health, usage patterns, attack indicators, and abuse-related signals.

19.4 Nebula Networks does not undertake to monitor the substantive content of Customer communications except as reasonably necessary for troubleshooting, legal compliance, abuse response, or security operations, or as otherwise permitted by law.

20. Relocation and Service Changes

20.1 If the Customer changes address, continued service is subject to availability, technical feasibility, and site qualification at the new location.

20.2 Nebula Networks does not guarantee that the same plan, speed, features, equipment, price, or installation method will be available at a new address.

20.3 Relocation may require new installation fees, construction charges, equipment replacement, or a new Order.

20.4 Nebula Networks may change network architecture, frequencies, upstream providers, equipment models, delivery methods, or service features at any time, provided that applicable law and any express written commitments are observed.

21. Limitation of Liability

21.1 To the fullest extent permitted by law, Nebula Networks and its affiliates, directors, officers, employees, contractors, agents, licensors, and suppliers shall not be liable for any indirect, incidental, consequential, special, punitive, or exemplary damages, including loss of profits, business interruption, loss of revenue, loss of data, loss of opportunity, or loss of goodwill.

21.2 Without limiting Section 21.1, Nebula Networks shall not be liable for claims arising from:

outages or service degradation;
variable speed, latency, jitter, or packet loss;
inability to access third-party services or content;
Wi‑Fi performance issues;
cyberattacks, malware, phishing, ransomware, or account compromise;
acts or omissions of landlords, utilities, upstream providers, or equipment vendors;
installation delays or restoration delays;
weather, interference, or environmental conditions.

21.3 To the fullest extent permitted by law, Nebula Networks’ total aggregate liability for all claims arising out of or relating to the Services or this Agreement shall not exceed the total recurring monthly service charges actually paid by the Customer for the affected Service during the one (1) month immediately preceding the event giving rise to the claim.

21.4 The limitations in this section survive termination of the Agreement.

22. Disclaimer of Warranties

22.1 Except as expressly stated in a separate written agreement signed by an authorized representative of Nebula Networks, the Services and all equipment are provided on an “as is” and “as available” basis.

22.2 Nebula Networks disclaims, to the fullest extent permitted by law, all representations, warranties, and conditions, express, implied, statutory, or collateral, including merchantability, fitness for a particular purpose, durability, title, non-infringement, uninterrupted service, or error-free performance.

23. Indemnity

23.1 The Customer shall indemnify, defend, and hold harmless Nebula Networks and its affiliates, directors, officers, employees, contractors, agents, licensors, and suppliers from and against all claims, proceedings, damages, liabilities, losses, fines, penalties, costs, and expenses, including reasonable legal fees, arising from or related to:

the Customer’s use or misuse of the Services;
any breach of this Agreement;
any unlawful or infringing activity conducted through the Account;
any damage to Nebula Networks-owned equipment at the Customer Premises;
any claim by a landlord, strata, property owner, or third party relating to installation at the Customer Premises.

24. Changes to Rates, Plans, and Terms

24.1 Nebula Networks may modify this Agreement, plan offerings, technical parameters, pricing, policies, or service features from time to time, subject to applicable law.

24.2 For month-to-month customers, Nebula Networks will provide a minimum of 30 days’ advance notice of any material change to pricing, rates, or terms that negatively affects the Customer. Notice will be provided by email, website posting, invoice message, customer portal, or other reasonable means.

24.3 Subject to applicable law, continued use of the Services after the effective date of a change constitutes acceptance of the revised terms or pricing.

24.4 Where a material change is made that the Customer does not accept, the Customer may cancel the Services in accordance with Section 10 without penalty, provided the Customer provides notice of cancellation before the effective date of the change.

25. Assignment

25.1 Nebula Networks may assign or transfer this Agreement, or any rights or obligations under it, to a successor, affiliate, acquirer, or purchaser of substantially all of the assets of Nebula Networks, without the Customer’s consent, provided that Nebula Networks gives reasonable advance notice to the Customer.

25.2 The Customer may not assign, transfer, or sublicense this Agreement or any Account rights without the prior written consent of Nebula Networks.

25.3 Any purported assignment by the Customer in violation of this section is void.

26. Governing Law and Dispute Forum

26.1 This Agreement shall be governed by and construed in accordance with the laws of the Province of British Columbia and the federal laws of Canada applicable therein.

26.2 Subject to any mandatory consumer protection rights or complaint rights, the parties attorn to the exclusive jurisdiction of the courts of British Columbia.

27. Severability, No Waiver, and Entire Agreement

27.1 If any provision of this Agreement is found invalid or unenforceable, the remainder shall remain in full force and effect.

27.2 No waiver by Nebula Networks of any breach or right shall be effective unless in writing.

27.3 This Agreement, together with the applicable Order, pricing schedule, Critical Information Summary, Privacy Policy, Acceptable Use Policy, and any incorporated service-specific documents, constitutes the entire agreement between the parties regarding the Services.

28. Contact Information

Nebula Networks
Website: https://nebulanetworks.ca
Email: [email protected]
Phone: +1 (778) 949-2960

To file a complaint:
First contact Nebula Networks using the information above. If unresolved, contact the CCTS at https://www.ccts-cprst.ca or 1-888-221-1687.