Ground Rules.

Last Updated November 25th, 2025.

We’re excited that you’ve decided to join oxio! We think you’re going to love it here. You should know before we get into our relationship that we have a few ground rules!

Some of them may seem super obvious, but in case it’s not obvious by now we really value transparency so we’re laying it all out.

About you and how we talk to each other.

We’re all humans - and we need to know who we’re working with! While we love a mystery as much as the next team, you need to sign up for our service using your real name. Sorry Batman - no aliases, just-the-initials, or company names.

For now, we only provide services to people at their homes - we don’t sell to businesses, or landlords of any sort of rental units. So signing up at multiple addresses or sharing your connection with other apartments isn’t cool!

Because we’re an all-digital, all-online company, you’ll also need to use a valid email address - and keep it up to date in your account - because this is where we’ll send everything. Think order updates, monthly bills, promotions, authentication codes, etc.

Also, to make sure we’re protecting all your sensitive info, we’ll ask you to verify your identity through Multi-factor authentication (MFA) before we discuss any details or make any changes to your account. This means sending a verification code to your email or phone number on file to make sure we’re talking to the right person.

In short, your email address is as important as the address where you’re getting your services!

We don’t offer customer service, technical support, or any other kind of support over the phone.

For policy geeks, you can see our privacy policy.

Our 60-day satisfaction guarantee.

We really care about providing the best service we can. It’s why we created a 60-day satisfaction guarantee! If, during the first 60 days of your service, you’re not satisfied with our service, you can have a quick chat with us and we’ll check that you’re eligible for a refund of what you’ve paid us during the satisfaction guarantee period.

To keep things fair, you should work with our great Tech Support to help fix the issue, if applicable. Also, you have to send us all your equipment with the provided return instructions before we process your refund. We must receive everything back in one piece, otherwise we will pursue all available avenues to claim damages resulting from your breach of obligation, as explained in our General Service Terms and Conditions.

We won’t refund anyone whose account isn’t paid up, anyone who is trying to take advantage of us (like signing up multiple times, trying to use the guarantee more than once or at multiple addresses, etc.) or otherwise acting in bad faith.

Getting free internet (seriously!)

We mean it when we say customers love our service - and we love it when you tell your friends, family, coworkers, strangers on the bus… which is why we have a great referral program!

Once you sign up, you’ll get a unique referral code you can share with people. Every time someone uses your referral code, you both get one (1) free month of oxio. For the referee, the first month is free. For the referrer, it’s once the referee starts their third month of oxio.

For all the important, nitty-gritty details read our blog article.

You can earn a ton of free internet - one customer has 10+ years of free credit! - but you should know that referral credits are non-refundable and non-exchangeable for money if you ever need to leave oxio.

Sharing your referral code.

While we encourage you to share your referral code with absolutely anyone, anytime, anywhere, you can’t lie about your code’s value. It’s 1 month free, and that’s it.

oxio doesn’t use and has never used referral codes for anything more than 1 month free.

Telling people that your referral code is worth anything else than 1 month free is not okay.

About our equipment.

Vintage is cool - but only when it’s in working order. Any equipment we lend you will need to be returned at the end of your time with us - which we hope will be a long, long time from now! You need to return things to us in a similar condition that you’d want to receive them as a new customer.

We know accidents happen sometimes though, so if your equipment gets damaged or lost, we’ll claim the cost of the equipment you have. You can see all the costs in the chart below.

To try and reduce waste, and to keep shipping costs down, we don’t include coaxial cables in our shipments, and you’ll need to buy your own if you don’t already have a box full of them somewhere!

If you ever decide to leave oxio, if we’re swapping out equipment for you, or if we ask you to send stuff back to us, we need to get it back at our warehouse within 21 days or we’ll need to charge you for it.

Working with local partners.

To get you online, we partner with local network providers across the country.

Sometimes, you might ask us for something that we need their help with (like sending a technician to your place, or to investigate a local outage). When that happens, we reach out to our local partners to get the ball rolling, and sometimes that takes time.

In some cases, we won’t be able to provide you with exact details or timing on certain things until we hear back from them. We’ll always let you know what we know - but sometimes we’ll ask you to hang tight until we hear back from someone else, while we wait for the same update!

The things that aren’t included in your monthly fee:

Our accountants keep reminding us that we can’t include everything in our service no matter how much we want to.

Some things come with fees charged by our local partners or suppliers - we’ll remind you of them before we need to charge you for them, but, to be transparent, here they are up front!

When something breaks - or doesn’t go according to plan.

The internet is a big, messy place sometimes - and is mostly a series of wires, many thousands of kilometers long, buried under the street or strung along poles across Canada.

Sometimes, a cable will be cut, the power will go out somewhere, or there will be a technical issue that slows down or stops your connection for a while. A technician's truck on the way to your house might get a flat tire, or someone might call in sick. It sucks, but it happens.

We’ll do our best to keep your services up and running - or get them back online when there’s an issue. In order to help you, we might need you to do some troubleshooting with us (think: turning it off and on again!) or run some tests with us. If you don’t respond to our messages, don’t participate in troubleshooting, or we can’t get the information we need to start working on your problem, this will obviously cause delays. Our team of real-people-behind-a-screen customer care folks can get you a credit equal to the time that you were offline, as long as you contact us within two weeks after the problem is fixed.

For example:

If your bill is $55 a month after tax, and your internet was out for two days in October, you can ask for a credit of $3.55 - which is about what you would have paid us for internet for those two days ($55 / 31 days, x2).

Sometimes life happens, and not all of it is in our control, so we don’t provide any credits for any lost wages, time, equipment, data overages, appointments that need to be rescheduled, burnt pizzas or missed TV shows. We’re also unable to credit you for any intermittent or occasional issues with our services, or issues that can only be resolved by our local network partners. Sorry!

Talking - respectfully - with real people.

We’re a proudly online-only, all-digital company that does all our business over the internet. Sometimes, people forget that there’s a real person on the other side of the screen.

We have absolutely zero tolerance for any kind of rude, disrespectful, vulgar, or harassing behaviour towards our team.

If you harass, abuse, threaten, swear at, or otherwise act poorly towards our staff, we might have to break up. This could include, as a last resort, terminating our agreements and services and banning you from our networks. The world needs more kindness and we’ll try to lead by example.

Cancelling your services.

We’d hate to see you go, and hope that if you have an issue you’ll reach out to us at oxio.ca/en/support so we can help you fix it! But, if you need to cancel your services, reach out to us. We’ll first need to authenticate you through Multi-factor authentication (MFA) before proceeding with the next steps.

Because we partner with local networks and pay a fee for your connection, contacting us to arrange a cancellation is super important!

We can’t refund or credit you for time you “weren’t using your connection.” Just unplugging your equipment and/or sending it back to us will not cancel your service or stop your billing, since we’ll both still be responsible for the fees and charges of your connection until the cancellation is officially processed!

From time to time, we may, at our sole discretion, change, modify, add or remove any information or content of these Ground Rules without notice. We invite you to consult our Ground Rules regularly.