Who this policy covers

This policy applies to anyone who visits our website; subscribes to or uses our connectivity and communications services; deals with us as a business customer or on a customer's behalf; reaches us through support, sales, or marketing channels; or uses any NexFibre portal, VoIP or messaging service, internet solution, or related offering. By using our services or engaging with us, you accept the practices described here.

1. The information we gather

Personal information reaches us three ways: directly from you, automatically from your devices and network activity, and from partners or third parties authorized to share it.

A. Provided directly by you, your name and business name, service and billing addresses, email and phone numbers, payment details, account credentials and authentication data, support correspondence, account and marketing preferences, number-porting and carrier-transfer details, and voice/service configuration information. Where the law requires it, we may also collect a date of birth or government-issued ID.

B. Network and service data, depending on what you subscribe to: device identifiers, IP and MAC addresses, call detail records, message routing data, connection logs, usage statistics, service performance metrics, VoIP metadata, session data, signal quality readings, and diagnostic information. Some of this qualifies as regulated telecommunications information under Canadian law, and we maintain safeguards built for it.

C. Website activity, collected automatically as you browse: browser type and version, operating system, referring pages, pages viewed and time on page, search terms, click behaviour, device type, session and cookie identifiers, and approximate location.

D. From third parties, payment processors, fraud-prevention and identity-verification services, credit agencies, marketing and referral partners, telecommunications carriers, analytics providers, and public or regulatory databases.

2. How we use it

• Service delivery & accounts: opening and administering accounts, provisioning internet, TV, and voice, technical support and troubleshooting, customer communications, porting and carrier operations, and coordinating installs and repairs.
• Billing & payments: processing transactions, issuing invoices, managing collections, and detecting billing fraud or unauthorized charges.
• Network operations & security: monitoring network integrity, blocking abuse, spam, and fraud, detecting cyber threats, maintaining reliability, and diagnosing outages.
• Improvement & analytics: strengthening services and infrastructure, analytics and reporting, better customer experiences, and new product development.
• Marketing & communications: service announcements, promotions, surveys, tailored recommendations, and business outreach, conducted in compliance with Canada's Anti-Spam Legislation (CASL).
• Legal & regulatory: meeting telecommunications regulations, answering lawful requests, enforcing agreements, satisfying tax and accounting duties, and supporting emergency-services obligations.

3. When information is shared

Service providers, vendors and contractors handling payments, hosting, service delivery, analytics, customer support, fraud detection, or marketing on our behalf, each expected to uphold confidentiality and security protections.

Network partners, upstream carriers, network operators, emergency-service providers, interconnection partners, number-portability administrators, and regulators, where sharing is needed to route calls, deliver messages, support emergency response, or keep the network operating.

Legal reasons, to comply with laws and regulations, respond to court orders and lawful demands, protect our rights and property, investigate fraud, abuse, or illegal activity, or protect customers, employees, and the public.

Corporate transactions, in connection with a merger, acquisition, financing, asset sale, or insolvency proceeding, with the information remaining subject to protections consistent with this policy.

4. Network & communications data

Running a communications network requires processing traffic data, to deliver voice and messaging, authenticate devices and users, manage routing and connectivity, filter fraud and spam, support 9-1-1 emergency functionality, and maintain quality and uptime. Certain network records are retained for operational, billing, fraud-prevention, security, or legal-compliance purposes, and emergency services may receive location or account details where needed to respond.

5. Cookies & tracking technologies

We use browser cookies, pixels, web beacons, SDKs, session identifiers, and local storage to remember your preferences, authenticate users, measure website performance, improve the experience, deliver relevant messaging, and gauge campaign effectiveness. Cookie behaviour can be managed through your browser or device settings.

6. Analytics & advertising

Analytics and advertising providers help us understand site usage and marketing performance. They may gather device identifiers, cookie data, browser activity, site interactions, and engagement metrics through tools such as web analytics platforms, conversion tracking, marketing automation, and CRM systems. You can opt out of certain advertising through browser controls and recognized industry opt-out mechanisms.

7. Your choices & rights

Depending on your circumstances, you may access your personal information, correct inaccuracies, request deletion of certain data, restrict or object to processing, withdraw consent, request portability, opt out of targeted advertising or certain sharing, and challenge a privacy decision. You can also update account and communication preferences, disable cookies, and unsubscribe from marketing whenever you wish, using the contact details at the end of this policy.

8. Canadian privacy rights

NexFibre complies with the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation, including Quebec's Law 25 and the personal information protection acts of Alberta and British Columbia where they apply. You may request access to your personal information, corrections, an explanation of how your data is used, and withdrawal of consent subject to legal or contractual limits. Identity verification may be required before a request is fulfilled, and unresolved concerns may be escalated to the Office of the Privacy Commissioner of Canada or your provincial regulator.

9. Where information is processed

Your information is processed primarily in Canada. Some vendors, affiliates, or infrastructure providers may store or process data in other jurisdictions whose privacy laws differ from those at home; where that happens, we apply contractual protections and security measures designed to keep transferred information safeguarded.

10. Data retention

Personal information is kept only as long as reasonably necessary to provide services, maintain accounts, meet legal obligations, resolve disputes, detect fraud, enforce agreements, and support network operations. Retention periods vary with the information type and applicable requirements; records no longer needed are securely destroyed or anonymized.

11. Data security

Administrative, technical, and physical safeguards protect personal information against unauthorized access, disclosure, loss, misuse, alteration, and destruction. Measures include encryption, access controls, monitoring, authentication procedures, network security protections, vendor risk management, and employee confidentiality obligations. No transmission or storage method is completely secure, and absolute security cannot be guaranteed, but it is engineered for.

12. Children's privacy

Our services are not directed at children below the age required by law to give independent consent. We do not knowingly gather personal information from children without proper authorization, and if we discover we have, we take reasonable steps to delete it.

13. Business customer information

When you interact with NexFibre on behalf of an organization, we may process business contact details, administrative account records, support and ticketing history, network and usage data, service management activity, and contract-related correspondence. Signed business agreements may contain additional privacy or confidentiality terms governing specific services.

14. Third-party websites & services

Our website and services may link to third-party sites, applications, or services. Their privacy practices, content, security, policies, and data handling are their own, we are not responsible for them, and we encourage you to review their policies before engaging.

15. AI, monitoring & automated systems

We may use automated systems, analytics tooling, monitoring technologies, and AI-assisted tools for fraud prevention, spam filtering, service optimization, support workflows, network analytics, security monitoring, and operational improvement. These systems process information to make the service more efficient, reliable, and safe.

16. Changes to this policy

This policy is updated periodically. When it changes, the "Last revised" date above is updated, and material changes may also be communicated through the website, email, or customer portals. Continued use of our services after an update takes effect constitutes acceptance of the revised policy.

17. Contact information

For questions, requests, or concerns about this policy or our privacy practices, including access, deletion, and correction requests, privacy complaints, and marketing preferences, contact NexFibre at info [at] nexfibre [dot] ca (attention: Privacy Officer) or +1 416-849-8502.

NexFibre stands behind transparency, privacy-by-design, responsible data handling, security and integrity, and genuine user choice and control.

1. Definitions

"Customer," "you," and "your" mean the person or organization using the Services. "Services" means any internet, television, voice-over-IP, cloud voice, messaging, managed network, or related offering NexFibre provides. "Equipment" means routers, adapters, phones, gateways, access points, software, or other hardware used with the Services. "Service Address" means the physical location registered on your account for emergency-response purposes.

2. Who may use the Services

By using the Services you confirm that you are the age of majority in your province or territory, have the authority to enter into this agreement, have provided accurate registration details, and will keep your account information current at all times.

3. Updates to these Terms

NexFibre may revise these Terms at any time; revisions take effect when posted to this website. Continuing to use the Services after a revision is posted constitutes acceptance of it.

4. Availability of Services

Services are delivered on a commercially reasonable basis and depend on conditions beyond our control, including power, third-party infrastructure, network congestion, wireless carrier availability, and equipment compatibility. Outages can occur, and NexFibre does not promise uninterrupted or error-free service on this website; performance commitments exist only in signed service agreements.

5. Emergency calling on VoIP: read carefully

9-1-1 over internet-based voice differs from traditional landline 9-1-1. NexFibre voice services are delivered over IP networks, and consistent with CRTC requirements for VoIP providers in Canada, you should understand these limitations before relying on the service for emergencies.

• Dependencies: 9-1-1 calling requires working power and internet. It may fail or be delayed during power outages, internet disruptions, congestion, equipment faults, service suspension, disasters, or third-party carrier failures, and your precise location may not transmit automatically to responders.
• Registered address: you must keep an accurate Service Address on file for every device and user. If equipment is moved or used elsewhere without updating the address, responders may be sent to the wrong place, dispatch may be delayed, or help may not be dispatched at all. Keeping the address current is solely your responsibility.
• Call-centre routing: some 9-1-1 calls are answered by a national emergency call centre rather than your local Public Safety Answering Point, for example when your address can't be verified or local infrastructure doesn't support automatic routing. Be prepared to state your name, callback number, and exact location aloud; inaccurate information can delay response.
• No guarantee: NexFibre cannot guarantee 9-1-1 availability at all times, compatibility with every device, successful routing of every emergency call, or accurate location transmission during outages.
• Keep an alternative: maintain an independent way to reach emergency services, such as a mobile phone, and do not rely exclusively on VoIP for emergency calls.
• Tell your users: you agree to inform every employee, resident, guest, or other person who may use the Services about these 9-1-1 limitations.

6. Acceptable use

You agree not to use the Services for unlawful purposes; to send spam or fraudulent communications; to harass, threaten, or impersonate anyone; to interfere with network operations; to conduct unauthorized monitoring; or to run auto-dialing, robocalling, or telemarketing that violates Canadian law, including CASL and CRTC Unsolicited Telecommunications Rules. NexFibre may suspend or end Services for violations.

7. Prohibited activities

You may not tamper with or reverse engineer Equipment, attempt unauthorized access to any system or network, defeat security controls, resell the Services without written authorization, or use the Services in ways that degrade the experience of other users.

8. Billing & payment

You are responsible for all service fees, applicable taxes (including GST/HST and provincial taxes), regulatory fees, equipment charges, and late-payment fees. Unpaid accounts may face service suspension, termination, or collection action, and recurring services renew automatically unless cancelled per your agreement's cancellation provisions.

9. Suspension & termination

NexFibre may suspend or terminate Services immediately for non-payment, fraud, abuse, breach of these Terms, or legal and regulatory requirements. Charges incurred before termination remain payable.

10. Intellectual property

Everything on this website, including text, designs, logos, graphics, software, and other materials, belongs to NexFibre or its licensors and is protected by Canadian intellectual property law. Copying, reproducing, distributing, or modifying it without written permission is prohibited.

11. Privacy

Use of the Services is subject to the NexFibre Privacy Policy, and by using the Services you consent to the collection and use of the information needed to deliver and support them.

12. No warranty

THE SERVICES AND THIS WEBSITE ARE PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT THE LAW ALLOWS, NEXFIBRE DISCLAIMS ALL WARRANTIES AND CONDITIONS, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY OR MERCHANTABLE QUALITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, UNINTERRUPTED SERVICE, AND ERROR-FREE OPERATION.

13. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEXFIBRE IS NOT LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES, LOST PROFITS, LOST DATA, BUSINESS INTERRUPTION, OR ANY FAILURE OR UNAVAILABILITY OF 9-1-1 OR OTHER EMERGENCY CALLING, EVEN IF ADVISED SUCH DAMAGES WERE POSSIBLE.

14. Indemnification

You agree to defend, indemnify, and hold harmless NexFibre and its officers, employees, affiliates, and partners against claims arising from your use of the Services, breach of these Terms, violation of law, or misuse of emergency-calling features.

15. Governing law

These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable in it. Disputes will be resolved exclusively in the courts of Ontario, Canada, unless the law requires otherwise.

16. Force majeure

NexFibre is not liable for delays or failures caused by events beyond its reasonable control, including natural disasters, power failures, internet outages, government action, labour disputes, cyberattacks, and third-party carrier failures.

17. Severability & entire agreement

If any provision of these Terms is found unenforceable, the rest remain in full effect. These Terms, together with any signed service agreement (which governs where the two conflict), form the complete understanding between you and NexFibre regarding the Services.

18. Questions

Direct any question about these Terms to info [at] nexfibre [dot] ca or +1 416-849-8502, NexFibre, Toronto, Ontario.

Our commitment

Accessibility at NexFibre is treated as an ongoing engineering responsibility, not a checkbox. Our efforts are anchored in equal access, independence and dignity, inclusive design from the first sketch, and continuous review, across our website, customer communications, support processes, and digital services throughout Canada.

Standards & legal frameworks

We aim to conform, where reasonably practicable, with the accessibility requirements that apply to us in Canada: the Accessible Canada Act, the Accessibility for Ontarians with Disabilities Act (AODA), the Canadian Human Rights Act, and the Ontario Human Rights Code. Technically, our target is the Web Content Accessibility Guidelines (WCAG) 2.2 Level AA, building digital experiences that are perceivable, operable, understandable, and robust for people using assistive technologies.

Accessibility features

Features built into our website and digital platforms include keyboard navigability, screen-reader compatibility, logical heading structure, text alternatives for meaningful images, labelled and accessible forms, colour combinations chosen for strong contrast against our dark theme, responsive mobile layouts, zoom and magnification support, consistent navigation, and descriptive link text.

How we keep improving

Our practices include accessibility testing and audits, manual keyboard-only walkthroughs, screen-reader testing, review of user feedback, accessibility-conscious design and development habits, team education, and monitoring of evolving standards and regulations, so barriers get found and fixed before most visitors ever meet them.

Current areas of focus

Website: semantic structure, navigation consistency, form accessibility, mobile usability, colour-contrast compliance, and the accessibility of dynamic content. Communications: plain-language writing, accessible support channels, alternative communication methods on request, and readable digital documents. Assistive technology: regular compatibility checks with screen readers, keyboard-only navigation, voice control, and magnification tools.

Known limitations

Despite our efforts, some material may not yet fully conform, third-party embedded tools, older archived content, certain downloadable files, and occasional issues introduced during site updates. We work to identify and remediate these wherever feasible, and telling us about one speeds that up.

Accessible service & alternate formats

Our team will communicate in ways that account for your disability, and we welcome assistive devices, support persons, and service animals in every interaction with NexFibre. On request and where reasonably practicable, we provide information in alternative formats, including large print, accessible PDF, plain text, and screen-reader-friendly documents, at no additional cost.

Third-party content

Some linked websites, integrations, or embedded tools are outside our direct control and may not be fully accessible. We encourage every vendor and partner we work with to meet accessibility standards and design inclusively.

Feedback & support

If you hit an accessibility barrier anywhere on this site or in our services, or simply have a suggestion, contact us at info [at] nexfibre [dot] ca or +1 416-849-8502. Tell us the page and what happened; feedback may be submitted anonymously where the law permits, and we respond within two business days with an accessible path to whatever you were trying to reach. This statement is reviewed periodically as technology, standards, and your feedback evolve.

Learn more

For more on Canadian accessibility law and standards, see the Accessible Canada Act, the Government of Canada's accessibility resources, and the Web Content Accessibility Guidelines (WCAG).