office: (604) 757-2582


Terms of Service

By using Sustaa Long Distance, the customer agrees and undertakes:

a. to use the service in accordance with these terms and conditions as may be varied by Sustaa Long Distance either by written notice or by notice published in the press from time to time.

b. not to contravene the Telecommunications Act 1993 or any relevant regulations or the provisions of any other applicable legislation or statutory instruments (including any amendments or modifications thereof).

c. to indemnify Sustaa Long Distance against all liabilities, claims, damages, losses and expenses arising from any breach of the customer's undertakings.

1. In the event that the Sustaa Long Distance service fails to operate and the customer diverts traffic to another carrier, Sustaa Long Distance will not be responsible for that carrier's charges.

2. Neither party shall be liable to the other in contract, tort or otherwise for any loss of business, contracts, anticipated savings or profits or for any other indirect or consequential loss whatsoever provided however nothing shall exclude or limit liability for death or personal injury caused by negligence.

3. Disclosure of account details to persons other than the authorized employees of Sustaa Long Distance is entirely at the customer's risk.

4. The customer shall be liable for all charges and fees arising from the use of the account whether authorized or unauthorized, unless such unauthorized use is solely attributable to an act or omission on the part of Sustaa Long Distance.

5. Sustaa Long Distance will use its reasonable endeavors to provide its service to the customer. Sustaa Long Distance will not be held liable for ANY charges or damages to the customer should the customer be prevented from accessing the Sustaa Long Distance system.

6. Usage will be charged according to the rates shown in the current pre-paid Sustaa Long Distance price list. These rates can be subject to change with 1 day notice. Sustaa Long Distance rate change announcements will be sent by Email to the customer's known Email address as stated in the my account area. The Email will be sent one day before the changes take place. Sustaa Long Distance is not liable for damages resulting from Emails which did not reach the customer for whatever reason. On demand of its customers, Sustaa Long Distance will authenticate any given IP address to connect to its SIP server. If the given IP is false or is not uniquely assigned to the customers account by his hosted VoIP switch provider, Sustaa Long Distance will not be held liable.

7. Any credit on the customer's account which remains unused within 365 days from the date such credit is made to the account shall expire and will not be refundable.

8. The required minimum initial payment and top up amount is $5 (or such other sum as may be specified from time to time).

9. Any refunds that are authorized will be refunded in the manner in which the payment was made, at the prevailing exchange rate. Sustaa Long Distance reserves the right to use an alternative payment method where necessary. Any bonus or promotional credit entered on an account shall be non-refundable.

10. These terms and conditions also relate directly to other services Sustaa Long Distance may offer.

11. Sustaa Long Distance reserves the right to close an account with a customer for any reason, and subject to clauses 9 and 11. Where exceeding one months unused credit will be returned.

12. The Customer by continuing to use the service consents to Sustaa Long Distance sharing customer information with any company affiliated to Sustaa Long Distance as Sustaa Long Distance considers necessary for the provision of the service.

13. Sustaa Long Distance shall have the right to make enquiries as to the credit worthiness of the customer and the customer consents to the disclosure to Sustaa Long Distance by such parties of information relevant for such purpose.

14. HST will be added to your VoIP credit purchases. Canadian companies must provide a valid HST number in order not to pay HST.

15. The customer agrees that Sustaa Long Distance's records are conclusive evidence of the customer's use of the service and the charges payable. The customer accepts that use of the direct dial facility by any person making telephone calls from telephone number(s) nominated by the customer shall be deemed to be authorized by the customer and that the customer shall pay any charges arising from such use.

16. If any term or provision, or portion thereof, of this Agreement shall be invalid or unenforceable, to that extent it shall be deemed omitted or omitted to the extent necessary to render it valid and enforceable, the remainder of the Agreement shall remain unaffected and in full force and effect.

17. This Agreement represents the entire understanding between the parties in relation to the subject matter hereof and supersedes all other agreements made between the parties whether written or oral. No waiver of any provision of this Agreement shall be deemed to be a further or continuing waiver of any provision of this Agreement.

18. This Agreement may not be assigned in whole or part without the prior written consent of Sustaa Long Distance. Such consent shall not be unreasonably withheld. Sustaa Long Distance may assign this Agreement at any time.

19. The termination of this Agreement howsoever arising shall not affect such of the provisions hereof as are expressed to operate or have effect thereafter.

20. You may not use the Services for anything other than your own personal use. You may not resell the Services, receive any charge or benefit for the use of the Services or provide access or any other feature of the Services to any third party. You may not share or transfer your Services without our express consent. We reserve the right immediately to either suspend your Service and offer you an alternative call plan or terminate your Service if we determine, in our sole and absolute discretion, that your use of the Service or the Device is, or at any time was, inconsistent with normal residential usage patterns or you exceed the fair usage limits as set by us. In addition, you will be required to pay our higher rates for commercial service for all periods in which your use of the Service was inconsistent with normal residential use or the fair usage limits set out by us.

21. The customer agrees to use Sustaa Long Distance service purely for personal non-commercial use. Sharing the service with anyone by any means is strictly prohibited. The customer agrees not to spoof or alter CLID or ANI or in any way subvert Sustaa Long Distance's security measures. In addition, we may restrict, block, suspend or terminate any or all of your Services or accounts, or identifiers in any way, without notice or liability to you, if:

a. you are in breach of the Agreement, including non-compliance with any Policies;
b. you exceed reasonable usage limits, as determined by us;
c. you have given us false, misleading or outdated information;
d. we reasonably suspect or determine that any of your account, identifiers, Services or Equipment is the subject of fraudulent, unlawful or improper usage or usage that adversely affects our operations or the use of our services, facilities or network by others;
e. you harass, threaten or abuse us or our employees or agents;
f. you fraudulently or improperly seek to avoid payment to us;
g. we need to install, maintain, inspect, test, repair, remove, replace, investigate, protect, modify, upgrade or improve the operation of the Services, the Equipment or our facilities or network;
h. any account or service on which your Services depend is terminated for any reason; or
i. we reasonably believe that there is an emergency or extreme circumstance that would warrant such action.

22. We may restrict, change, suspend or terminate your Service by any means if your access, use or connection to the Services, Equipment, our facilities or network is impairing or adversely affecting our operation or the use of our services, facilities or network by others.

23. We provide call details online for user viewing purposes only. Call details are available only for the past 60 days.

24. Continued use of the Sustaa Long Distance service constitutes acceptance of these terms and conditions.