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.
Cancelling a project. If you cancel an accepted quote before the work is complete: labour not yet performed is not charged (or is refunded if prepaid); work already performed — including design, procurement and site-visit time — is payable at our standard rates. Parts and materials ordered or purchased for your project, and third-party services already incurred on your behalf (licences, subscriptions, shipping, permits), are non-refundable: they are charged at the quoted price and, once paid for, are yours to keep or collect. Where a supplier accepts a return for credit, we will pass that credit through to you less our restocking and handling costs. If you are a consumer under Ontario's Consumer Protection Act, nothing in this section limits your statutory rights, including the 10-day cooling-off period described on your quote.
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. Services performed are payable in full in every case: neither cancellation nor the return or repossession of equipment reduces what is owed for labour and services already provided. Prices are in Canadian dollars unless the quote states US dollars, and applicable taxes (HST) are added at invoicing.
4. Hardware and materials
Title, security and repossession. Hardware and materials remain our property until they are paid for in full, and until then you grant us a security interest in them, which we may register under Ontario's Personal Property Security Act. If your account remains unpaid after written notice and a reasonable opportunity to pay, we may suspend services, software and licences we provide, and may recover unpaid-for equipment — with your cooperation or otherwise by lawful means. We will never enter premises without permission, and where the law requires a court order for recovery we will obtain one. You are responsible for the reasonable costs of recovery, storage and resale. The value we realise on recovered equipment is credited to your account; you remain liable for any remaining balance and, as above, for all services performed, in full. Materials incorporated into the premises (installed cabling, terminated outlets) are not removed; they remain chargeable in full, and we may pursue the amount owing through the courts, including lien rights available for improvements to property.
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.
Bundle pricing and initial term. Where preferred pricing is offered in exchange for a plan — for example Care-rate voice lines, reduced setup fees or waived porting fees — the plan carries an initial term of 12 months, and the 30-day cancellation right above applies from the end of that initial term. If such a plan is cancelled during the initial term (other than for our uncured breach), we do not charge a cancellation penalty; instead, services already received at preferred rates are re-billed at the difference to our standard rates, and fees waived as part of the bundle become payable. Plans taken without bundle pricing remain cancellable on 30 days' notice at any time.
7. Voice services and 911
Where we provide phone (VoIP) service — including managed voice lines running on your UniFi Talk or similar system — the following apply.
911 works differently on VoIP than on a traditional landline, and you must understand the difference before relying on it. VoIP 911 calls are routed using the service address we register for your line when it is set up, typically via a third-party emergency call centre, and may not include automatic location information. If your service is used at a different address than the one registered — for example a softphone used away from the office — emergency services may be sent to the wrong location. You must tell us whenever the service address changes so we can update the 911 registration. VoIP service (including 911) does not work during a power outage or internet outage at your premises unless backup power and internet are in place, and may be unavailable during network congestion or if the service is suspended for non-payment. We will confirm your registered 911 address at setup and when you tell us it changes. Do not rely on VoIP as your only way to reach emergency services if someone at the premises has a condition that may require them urgently.
Voice lines include the calling allowance stated on your quote or plan; usage beyond it is billed at the overage rate stated there. Phone numbers are ported in and out under Canadian portability rules: when leaving, your numbers are yours to take, and we will cooperate with the winning provider's port. Analog devices — fax machines, alarm panel dialers, elevator phones — are not supported on VoIP lines unless specifically quoted; alarm panels should use a cellular or IP communicator instead.
8. 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.
9. 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.
10. 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.
11. 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.
12. 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.
13. 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.
14. Privacy
Our handling of your personal information is described in our Privacy Policy, which forms part of these terms.
15. 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].