These terms apply to every quote we issue, every installation and service visit we perform, and every support or managed service plan we provide. By accepting a quote, purchasing services, or opening a support request, you agree to them. "RelayPoint", "we" and "us" means RelayPoint Technologies, a registered business in Ontario, Canada. "You" means the person or business buying the services. If any signed agreement between us says something different, the signed agreement wins.
1. Quotes and estimates
A quote is valid for 30 days from the date it is issued unless it says otherwise. Prices in a quote are fixed for the work described in it: they do not float with exchange rates or supplier price changes during the validity period. A quote covers only what it lists. Anything discovered on site that changes the scope — inaccessible cable paths, damaged existing wiring, additional drops, unexpected construction — will be priced as a written change order before we do the extra work. We will never silently add charges.
Quotes are prepared from the information you give us and, where applicable, a site visit. If conditions on site differ materially from what was described or visible, we may revise the quote before starting.
2. Scheduling, access and cancellation
You agree to provide safe, reasonable access to the work area at the scheduled time, including keys, codes, escorts, parking, and a contact who can make decisions. If we arrive as scheduled and cannot access the site or cannot safely work, a visit fee may apply.
Either of us may reschedule with at least 24 hours' notice at no charge. Cancellations with less than 24 hours' notice may be charged one hour at our standard labour rate. Emergency and after-hours work is billed at the after-hours rate shown in your quote or plan.
3. Payment
Unless your quote says otherwise: quotes over a threshold we state on the quote require a deposit on acceptance, with the balance invoiced on completion; invoices are due within 14 days of the invoice date. We accept card payments through Stripe, Interac e-Transfer, and — on request for larger invoices — wire/EFT. Bank transfer details are only ever released through our secure client portal.
Accounts more than 14 days overdue may be charged interest at 18% per year (1.5% per month), and we may pause ongoing services, warranty service and managed plans until the account is current. You are responsible for reasonable costs of collecting seriously overdue amounts. Prices are in Canadian dollars unless the quote states US dollars, and applicable taxes (HST) are added at invoicing.
4. Hardware and materials
Hardware and materials remain our property until paid for in full. New hardware carries its manufacturer's warranty (typically one to two years for the equipment we install); we will facilitate manufacturer warranty claims for products we supplied, but we are not the warrantor. Special-order and non-stock items are non-refundable once ordered. Where we quote hardware, our price includes procurement, handling and our margin; you are free to supply your own equipment instead, but we cannot warrant client-supplied hardware and labour to troubleshoot it is billable.
5. Workmanship warranty
We stand behind our installation work. Structured cabling installed by us is warranted against defects in workmanship for one (1) year from completion: if a cable run we installed and verified fails in normal use, we will repair or re-run it at no charge. Every drop we install is tested and verified before handover.
This warranty does not cover damage caused by renovation, rodents, water, electrical events, or alteration by anyone other than us; changes made to network configuration by you or a third party; or equipment failures covered (or not) by the manufacturer. Work on or alterations to a system by others may void the workmanship warranty for the affected portion.
6. Managed service plans
Managed plans (including our UniFi Care plans) are billed in advance on a recurring basis. Either of us may cancel a monthly plan with 30 days' written notice; prepaid annual plans are refunded pro-rata for whole unused months. Response-time targets published for a plan are targets for beginning work, measured during our business hours unless the plan includes after-hours coverage; they are commitments of effort and priority, not a guarantee of resolution time. Plans cover the sites and equipment listed on the plan; a plan is not a substitute for hardware warranty, ISP service, or electrical work.
Fair use: plans include the monitoring, maintenance and support described in the plan. Projects, moves/adds/changes beyond the plan's included allowance, and issues caused by third-party changes are quoted separately at plan-holder rates.
7. Your responsibilities
You are responsible for: maintaining your own data backups unless a backup service from us is explicitly in scope; holding valid licences for your software; the accuracy of information you give us about your site and systems; and decisions about what your systems record.
Cameras, monitoring and access control. Laws about video surveillance, audio recording, employee monitoring and privacy (including PIPEDA and provincial rules) apply to your use of these systems. We install and configure to your instructions, but you are responsible for using the systems lawfully — including appropriate signage, notice to employees, and camera placement decisions. We will flag obvious concerns when we see them, but compliance is yours.
Credentials. Where we hold administrative credentials for your systems, we store them securely, use them only to deliver the services, and hand them over or destroy them on request when we stop working together. You should change credentials we have held when our engagement ends.
8. Remote support
Remote sessions are performed with your permission, for the purpose you request. We may install a management agent or maintain remote access to systems covered by a managed plan; this access is removed when the plan ends.
9. Limitation of liability
Our total liability for any claim arising out of the services — however arising, including negligence — is limited to the amount you paid us for the services giving rise to the claim in the twelve (12) months before the event. We are not liable for indirect or consequential losses, including lost profits, lost data (see backups, above), business interruption, or losses caused by failures of your internet provider, power, third-party cloud services, or equipment manufacturers.
Nothing in these terms limits liability that cannot be limited under Ontario law, and nothing excludes the consumer rights of Ontario residents under the Consumer Protection Act where it applies.
10. Insurance and safety
We carry commercial general liability insurance and will provide a certificate on request. We follow safe work practices and applicable codes for low-voltage work; work requiring a licensed electrician, or permits, is outside our scope and we will tell you when that line is reached.
11. Suspension and termination
We may suspend services if your account is materially overdue or if continuing would be unsafe or unlawful. Either party may end an ongoing engagement with written notice; you pay for work performed and materials ordered up to the effective date. Sections that by their nature survive (payment, warranty limits, liability, credentials) survive termination.
12. Force majeure
Neither of us is liable for delay or failure caused by events beyond reasonable control — supplier shortages, carrier outages, extreme weather, utility failures — provided the affected party makes reasonable efforts to work around them.
13. Privacy
Our handling of your personal information is described in our Privacy Policy, which forms part of these terms.
14. General
These terms are governed by the laws of Ontario and the federal laws of Canada applicable in Ontario, and disputes will be brought in the courts of Ontario. If part of these terms is found unenforceable, the rest still applies. These terms plus your quote form the entire agreement for the quoted work. We may update these terms from time to time; the version in force when you accept a quote applies to that work, and the current version is always at this page.
Questions about these terms: [email protected].