Terms of Service

1001115443 Ontario Inc., operating as SMB Communications

Version: TOS-2026-10-18-P2 · Published: October 18, 2026 · Applies: To new customer orders after publication when expressly accepted.

For emergency service information, read our VoIP 9-1-1 Emergency Calling Disclosure. For personal information see our Privacy Policy.

1. Parties, scope, and order of precedence

These Terms of Service (the “Terms”) govern telecommunications and related services supplied by 1001115443 Ontario Inc., operating as SMB Communications (“SMB,” “we,” “us”), to the customer identified in the accepted service order (“Customer,” “you”). The Terms apply to SMB home-phone and business VoIP service, telephone numbers, SIP trunking where offered, related hosted PBX features, equipment and ancillary services to the extent identified in the applicable order. Unreleased services, including any service identified only as a future or beta product, are not included unless expressly stated in a separately accepted agreement.

Your agreement consists of these Terms, an accepted service order or plan, any specific supplemental product terms or disclosed rate schedules, applicable mandatory disclosures and the Privacy Policy. If documents conflict, mandatory law prevails; an applicable service-specific order controls commercial details of that service, while the current mandatory VoIP 9-1-1 disclosure controls the emergency-call warning. No change to a mandatory disclosure is effective without the approvals required by law.

2. Service activation, identity, and authorized users

Customers must provide accurate identity, billing and service-address details, designate authorized account contacts, and promptly notify SMB of changes. SMB may verify customer authority, numbering eligibility and service availability before activation. An order is not a guarantee of service activation until applicable provisioning checks, payment authorization, and emergency calling prerequisites have been met.

Customer is responsible for its use of credentials, for safeguarding administrator and SIP passwords and for giving employees and other permitted users appropriate account and emergency-calling information. SMB may restrict or pause activation, account changes or service where required identity, regulatory, payment or emergency information is incomplete, subject to applicable law.

3. VoIP 9-1-1: important limitations and customer notice

IMPORTANT: VoIP 9-1-1 service can differ materially from traditional wireline 9-1-1. A call may be handled by a specialized emergency operator. The location and callback number shown to an operator may be incomplete, incorrect, delayed or absent. The caller must clearly tell the operator their current physical location and callback number, follow the operator’s instructions, and not assume location information was automatically delivered.

Emergency calling depends on functioning electricity, customer equipment, network devices, Internet connectivity, service provisioning and participating third-party networks. A power failure, Internet failure, network congestion, equipment fault, disconnection, suspension, or use from a different location may prevent or delay an emergency call. Backup power, where supplied, has finite capacity and does not guarantee connectivity.

Before activation, you must provide a complete and accurate civic address for the telephone service, including unit or floor details where relevant. You must keep it up to date; when moving devices, using the service nomadically or changing the location, obtain confirmation that an update has taken effect. A site address shown as verified in your portal is not evidence that your telephone will automatically transmit your precise location when used elsewhere. Do not attempt to test live 9-1-1 routing unless you have coordinated the test appropriately with SMB and its emergency-routing providers.

You must inform every potential user of your phone service (including employees, household members and visitors) that emergency calling may be different from traditional telephone service. Keep an alternative way to contact emergency services, where reasonably available. SMB will provide applicable notices and, where required, labels or instructions for equipment. To request accessible formats or an explanation of these limitations, contact SMB at 1-877-977-2862 or info@tryvoip.ca.

Where required, SMB obtains a separate express acknowledgement of the specific limitations before starting eligible VoIP service. Your acceptance of these general Terms does not, by itself, replace the separate required 9-1-1 express-consent process. Where a renewal or updated acknowledgement is required by SMB’s compliance process, SMB may require completion before applicable service changes can proceed. Further detail is published at https://www.tryvoip.ca/legal/911-emergency-calling.php.

4. Emergency service limitations and allocation of responsibility

Subject always to mandatory law and applicable CRTC requirements, SMB does not guarantee that 9-1-1 calling will be uninterrupted, that network or customer equipment failures will not occur, or that a specialized emergency operator will receive accurate location details in every circumstance. Customer’s obligations to keep its information accurate and inform users are important safety obligations and do not displace any emergency service obligation imposed on SMB.

SMB remains responsible for the obligations that applicable laws, regulations and binding regulatory orders place on SMB. Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited, limits a mandatory remedy, or waives any applicable emergency calling obligation. The allocation of other losses and damages is addressed in section 16 below, subject to this section and review under applicable law.

5. Accessibility and message relay services

SMB makes available 711 access to Teletypewriter Relay (TTY Relay) over eligible telephone services, subject to the availability and operational characteristics of the connected relay service. IP Relay is a separate Internet-based accessibility service. The existence of a working 711 call does not, by itself, establish that IP Relay registration is active for a specific customer.

Customers may request accessible versions or an explanation of service terms, emergency notifications, or other required notices. SMB will provide reasonable accommodation as applicable, including accessible customer support through an appropriate alternative channel without disadvantage where required by law. For service accessibility assistance call 1-877-977-2862 or email info@tryvoip.ca.

6. Telephone numbers, porting, and number retention

Telephone numbers are administered under applicable numbering rules and carrier arrangements and are not sold to Customer. SMB may assign numbers as part of an active service. Where permitted by law and technically supported, Customer may request a number port into or out of SMB; successful completion is subject to correct authorization and the actions of the losing and gaining providers.

A cancellation request and a number-port request are different actions. Customers who wish to retain a number should notify SMB and coordinate a port-out before terminating the associated telephone service. SMB will not represent a number as available for transfer when it is not, and will provide applicable information to assist lawful porting. Porting charges, if any, will be separately disclosed where permitted.

7. Plans, features, and fair usage

The plan, included features, call concurrency, extensions, telephone numbers, service area, usage limits and recurring prices are those disclosed in the accepted order or current plan-specific terms. Features including voicemail, call forwarding, conferencing, auto attendants, ring groups and recording may require customer configuration and may depend on supported equipment, connectivity, carrier capabilities and the specific plan.

Customers must not use service for unlawful, fraudulent or abusive calling; unauthorized access; telecommunications traffic pumping or artificial traffic generation; caller-ID spoofing in breach of law; threatening or harassing traffic; or activity that endangers other customers or the network. SMB may apply reasonable, proportionate measures to address misuse, subject to applicable laws and notice requirements. Any defined fair-use limits or throttling practices that materially affect a plan will be disclosed in its service description.

8. Pricing, prepaid balances, and billing

Charges include the disclosed recurring plan fees, usage charges, number or equipment fees and applicable taxes. Amounts are in Canadian dollars unless an accepted order expressly states otherwise. Long-distance destinations and per-minute rates may vary by destination and plan; the applicable published or contractually accepted rate schedule governs those calls.

Where service is prepaid, funds are recorded to the Customer’s prepaid balance and usage or recurring charges are debited in accordance with the order. An automatic top-up or recurring renewal may occur only under the Customer’s separately disclosed payment authorization, with an opt-out or cancellation process explained at the time of consent. Payment-card handling is subject to the applicable processor terms and SMB’s Privacy Policy.

Where service is postpaid, charges are billed on the invoicing cycle and due date stated in the order or invoice. SMB will correct confirmed billing errors, and apply payments, credits and refunds in accordance with applicable law and the accepted commercial terms. A Customer may dispute a charge through SMB support. Any dispute timelines or permitted deductions must comply with applicable customer-protection requirements.

9. Suspension, reconnection, and termination

Subject to notice and applicable requirements, SMB may suspend or terminate service for sustained nonpayment, fraud, security incidents, prohibited use, failure of mandatory verification or other material breach. Restrictions needed to prevent immediate harm, unauthorized use or network compromise may be applied urgently where legally permitted. SMB will explain restoration requirements and any lawful reconnection charges when applicable.

Customers may cancel service by notifying SMB through an approved support or account-management channel, subject to reasonable identity verification. Cancellation will take effect on the date requested by the Customer, or as otherwise required by law; SMB does not require 30 days’ advance notice. The Customer should coordinate any pending number port-out before termination to avoid loss of the number. After cancellation, SMB will reconcile the account, including usage and properly incurred charges, and refund any remaining refundable prepaid account credit. Where applicable, refunds will also include the prorated portion of monthly service fees charged in advance for services not provided after cancellation. SMB will pay the resulting refund to the account holder by mailed cheque or Interac e-Transfer within 30 calendar days after cancellation takes effect, or sooner if required by law. SMB may reasonably verify the account holder and payment destination without extending a mandatory refund deadline.

10. Customer equipment, connectivity, and site configuration

A compatible and adequately provisioned Internet connection, local network, electrical power and suitable telephones or software are required. Customer is responsible for customer-owned equipment and site connectivity. Equipment sold, rented or loaned by SMB is governed by the separately disclosed purchase, rental, warranty, return and ownership terms. Unauthorized or unsupported changes may disrupt calling and can affect emergency routing.

Customer must keep network and device credentials secure, notify SMB of compromised devices, and permit reasonable technical changes needed to maintain lawful routing or service security. If SMB performs provisioning or site administration, it will do so within the authority established by the Customer and applicable service terms.

11. Service interruptions, support, and maintenance

Internet, electrical, software, carrier, interconnection and other events may interrupt or degrade service. SMB will use reasonable efforts to maintain supported services and respond to incidents through its communicated support channels. Planned maintenance may be scheduled with reasonable notice where practicable. Service credits or uptime commitments apply only if expressly included in the accepted service agreement or required by law.

SMB will communicate material outages through appropriate customer channels when practicable. Customers should not rely on VoIP as the sole means of contact for situations requiring continuous emergency communications or life-safety monitoring.

12. Privacy, records, and security

SMB handles personal information in accordance with its Privacy Policy at https://www.tryvoip.ca/privacypolicy.php and applicable Canadian laws. Operational information may include call-detail records, configuration information, device identifiers, security logs, voicemail or communications content where an applicable feature has been enabled, and the information needed for emergency-services provisioning.

Customer must ensure that call recording, monitoring, message storage and related features are used in accordance with applicable recording, employment, privacy and consent rules. SMB may disclose information to carriers, emergency service providers and competent authorities when required or permitted by law and as described in its Privacy Policy.

13. Support, complaints, and accessible communications

For service, billing, accessibility and emergency-address inquiries contact SMB Communications at 1-877-977-2862 or info@tryvoip.ca. Customers may raise a written complaint with enough information to locate the service and investigate the concern. SMB will handle complaints fairly and within timelines required by applicable rules, and will identify applicable independent complaint or regulatory avenues where required.

14. Changes to service, pricing, and these Terms

SMB may update service features, pricing, technical procedures or these Terms with notice and customer rights as required by applicable law and the accepted contract. Material changes that require a new express consent or acceptance will not be deemed accepted solely from silence where the law requires an affirmative action. Current versions and effective dates will be made accessible, and SMB will retain records of applicable customer notifications and consents.

15. Limited warranties and third-party services

Except as expressly provided in the accepted order or required by law, SMB does not warrant that services will operate without interruption or error. Any disclaimer is subject to non-waivable statutory conditions and remedies. Third-party networks, emergency service providers, number administrators and customer Internet providers may affect service; references to them do not transfer to the Customer obligations that law imposes directly on SMB.

16. General limitation of liability

TO THE EXTENT PERMITTED BY APPLICABLE LAW, neither party is liable to the other for indirect or consequential economic losses arising from the agreement, except where the law does not permit exclusion or an expressly agreed special commitment applies. For direct losses for which a contractual monetary cap is legally permitted, SMB Communications' aggregate liability is limited to the lesser of (a) twelve months of recurring charges for the affected service at the monthly rate in effect when the claim arose, or (b) CAD $1,000. This cap does not apply where a liability limit would be prohibited by law or would impair a mandatory customer right or remedy.

Nothing in these Terms excludes or limits a liability, statutory or regulatory remedy, emergency-calling obligation, privacy obligation, or other responsibility that cannot lawfully be excluded or limited. In particular, these Terms do not purport to absolve SMB of its own obligations to provision eligible emergency calling, deliver mandated notices, obtain required consents or comply with binding CRTC requirements.

17. Governing law, interpretation, and severability

These Terms are governed by the laws of Ontario and applicable federal laws of Canada, without depriving any Customer of mandatory protections or venue rights under the law applicable to them. If a provision is invalid or unenforceable, the remaining provisions continue as far as legally possible. No waiver is effective unless authorized by SMB in writing, except as required by law. A customer order may name an authorized business representative. These Terms are drafted in English; accessible communication or another agreed format will be supplied where required.

18. Notices and service contact

SMB Communications (1001115443 Ontario Inc.)
184 Fieldside Road, Allenford, Ontario N0H 1A0, Canada
Phone: 1-877-977-2862
Email: info@tryvoip.ca
Website: https://www.tryvoip.ca
Customer portal: https://portal.tryvoip.ca

Formal notices, notices of material changes and emergency-service information may be delivered through the communication methods permitted by law and specified in the accepted agreement, including email, portal notification, postal mail or other appropriate channels. Customers must keep contact information current.

Schedule A — Customer-facing VoIP 9-1-1 reminder

IMPORTANT VOIP 9-1-1 NOTICE: Your SMB phone service may not connect to emergency services during an electrical, Internet, equipment or network outage. Calls may first be answered by a specialized centre, and your physical location may not be automatically known. Tell the operator where you are and give your callback number. Keep your registered emergency address current, inform everyone who uses the phone, and maintain an alternative emergency-calling method. Learn more: https://www.tryvoip.ca/legal/911-emergency-calling.php. Need an accessible version? Call 1-877-977-2862.

Schedule B — Owner-approved VoIP 9-1-1 service and limitation-of-liability wording

Question 16 — Limitation of Liability: VoIP and 9-1-1 Emergency Services

1. Nature of Emergency Calling Services

SMB Communications ("SMB") provides Voice over Internet Protocol ("VoIP") telephone services, including access to 9-1-1 emergency calling through third-party telecommunications carriers and emergency service providers.

The Customer acknowledges that VoIP 9-1-1 service differs from traditional wireline telephone service and may be subject to limitations affecting the availability, routing, location identification, and handling of emergency calls.

2. Service Availability and Limitations

VoIP 9-1-1 service may be unavailable, interrupted, delayed, or degraded as a result of circumstances including, but not limited to:

• Internet connectivity failures or interruptions;
• Electrical power outages;
• Failure or malfunction of customer equipment, routers, telephones, or local networks;
• Network congestion, maintenance, or technical failures;
• Service suspension, disconnection, or account termination;
• Incorrect, incomplete, or outdated emergency service address information;
• Relocation of VoIP equipment or use of service from an unregistered location;
• Failures involving third-party telecommunications carriers, emergency call routing providers, or emergency answering centres.

SMB does not guarantee uninterrupted or error-free emergency calling service.

3. Emergency Service Address and Customer Responsibilities

The Customer must provide accurate and complete emergency service address information before service activation and promptly notify SMB of any change in the physical location from which the service is used.

When calling 9-1-1, the caller should be prepared to provide their current physical location, telephone number, and any other information requested by the emergency operator.

The Customer is responsible for informing employees, household members, visitors, and other users of the service about its emergency calling limitations.

4. Third-Party Service Providers

SMB utilizes third-party carriers, including IXICA, for telecommunications connectivity and emergency call routing.

Although SMB takes reasonable steps to maintain its telecommunications services and comply with applicable regulatory obligations, certain aspects of emergency calling depend on infrastructure, services, and systems outside SMB's direct control.

5. Limitation of Liability

To the maximum extent permitted by applicable law, SMB Communications, its directors, officers, employees, agents, and contractors shall not be liable for any loss, damage, injury, expense, or claim arising from an interruption, delay, failure, misrouting, or unavailability of VoIP 9-1-1 emergency calling services caused by circumstances beyond SMB's reasonable control.

This limitation includes failures of third-party telecommunications networks, Internet services, electrical systems, customer equipment, and inaccurate or outdated location information supplied by the Customer.

To the maximum extent permitted by applicable law, SMB shall not be liable for indirect, incidental, special, consequential, or punitive damages arising from the use or inability to use VoIP emergency calling services.

Nothing in this agreement excludes or limits liability that cannot lawfully be excluded or limited, including liability arising from SMB's own conduct where such a limitation is prohibited by applicable law.

Nothing in this agreement reduces SMB's obligations under the Telecommunications Act, applicable CRTC decisions, or other mandatory Canadian laws.

6. Emergency Preparedness

SMB strongly recommends that Customers maintain an alternative means of contacting emergency services, such as a mobile telephone, particularly during Internet outages, power failures, or other service interruptions.

7. Customer Acknowledgement and Consent

Before activation of a VoIP service subject to emergency calling limitations, SMB will provide the Customer with the applicable 9-1-1 service disclosures and obtain express consent acknowledging that the Customer understands those limitations.

SMB may retain records of consent, including electronic acknowledgements or recorded verbal consent, in accordance with applicable law and its Privacy Policy.

The separate emergency-service consent process applies in addition to these Terms. The text above reproduces SMB's approved Form 853 Question 16 wording.