Terms & Conditions

1. About Valley Connect

Valley Connect provides technology installation, troubleshooting, repair, and support services for residential and small-business customers in and around Kamloops, Chase, and Merritt, British Columbia.

Service availability may depend on the customer’s location, equipment, internet provider, manufacturer, and local conditions.

Our services may include:

• Satellite internet installation and support
• Starlink installation, setup, troubleshooting, and support
• TELUS-related installation and technical support
• Wi-Fi booster and extender installation and configuration
• Network and Ethernet hardwiring
• Computer and laptop setup and assistance
• TV setup and device connections
• Phone, tablet, laptop, and other device setup
• General computer troubleshooting
• Senior technology assistance
• Help understanding TV, internet, and security bills
• Other technology-related services agreed upon with the customer

Valley Connect does not control your finances, passwords, or accounts with your provider.

2. Appointments

Valley Connect provides flexible appointments, including daytime and evening appointments, subject to availability.

Appointment times are estimates and may occasionally change because of travel, weather, emergencies, previous appointments, or circumstances outside our control.

If you need to cancel or reschedule an appointment, please provide reasonable advance notice whenever possible.

Customers are responsible for providing accurate information when booking an appointment, including:

• Name and contact information
• Service address
• Description of the issue or requested service
• Equipment or device information, where applicable
• Any relevant access requirements

3. Service Areas

Services outside Kamloops, Chase, and Merritt may be available depending on scheduling, distance, and travel requirements. Additional travel charges may apply. Any travel charge will be explained before it is added.

Valley Connect primarily serves:

• Kamloops
• Chase
• Merritt

4. Customer Responsibilities

Customers should not provide passwords unless they are necessary for the requested service. Where possible, customers should enter passwords themselves.

Customers are responsible for:

• Providing safe access to the property and equipment
• Providing accurate information about the requested service
• Providing access to necessary devices, routers, computers, TVs, satellite equipment, or other systems
• Ensuring that they have permission to authorize work on the property and equipment
• Providing necessary account information or authorization when required by the service provider
• Backing up important personal data before computer repairs, installations, or troubleshooting

5. Third-Party Services and Providers

Valley Connect may assist customers with equipment or services provided by third parties, including internet service providers, satellite providers, equipment manufacturers, and technology companies.

Examples may include TELUS, Starlink, equipment manufacturers, and other providers.

Valley Connect is an independent service provider unless specifically stated otherwise.

Customers remain responsible for their agreements and payments with their internet, satellite, telecommunications, or equipment providers.

We do not control third-party:

• Internet service
• Network availability
• Account policies
• Pricing
• Outages
• Equipment warranties
• Service activation
• Installation requirements
• Coverage
• Speeds or performance

6. Installation and Repair

Valley Connect will perform services with reasonable care and skill.

The exact work performed may vary depending on the condition of the property, existing wiring, equipment, network configuration, accessibility, and other circumstances.

Additional work may be required if an issue is discovered after the original service has started. Where reasonably possible, Valley Connect will discuss additional work and applicable charges with the customer before proceeding.

7. Satellite and Internet Installation

Satellite internet and Wi-Fi installations may require suitable placement of equipment, clear satellite visibility, appropriate mounting surfaces, electrical power, network connectivity, and other site-specific requirements.

Valley Connect cannot guarantee a specific internet speed, signal strength, latency, uptime, or service availability because these factors may depend on the internet provider, satellite network, weather, equipment, location, network congestion, and other conditions.

8. Wi-Fi and Network Services

Installation of a Wi-Fi booster or access point does not guarantee coverage in every area of a property or a particular internet speed.

Wi-Fi performance can be affected by:

• Building construction
• Walls and floors
• Distance from the router
• Interference
• Number of connected devices
• Router capabilities
• Internet service speed
• Device limitations
• Neighbouring wireless networks

9. Computer and Device Assistance

Valley Connect may assist with computers, laptops, phones, tablets, TVs, printers, routers, and other devices.

While reasonable care will be taken, technology troubleshooting can involve changes to settings, software, networks, operating systems, or applications.

Customers are strongly encouraged to maintain current backups of important files before receiving computer-related services.

Valley Connect is not responsible for data loss that occurs during or after troubleshooting, repairs, upgrades, software installation, operating-system changes, or other technical work, except where such responsibility cannot legally be excluded.

10. Data and Privacy

Valley Connect respects customer privacy.

Customers should avoid providing unnecessary personal, financial, medical, banking, or other sensitive information during a service appointment.

Valley Connect will only access customer information or devices to the extent reasonably necessary to perform the requested service.

Customers remain responsible for maintaining backups of their personal data.

11. Pricing and Payment

Prices will be communicated to the customer before or during the booking process where reasonably possible.

Unless otherwise agreed, payment is due upon completion of the service.

Accepted payment methods may include the payment methods made available by Valley Connect at the time of service.

Third-party equipment, parts, subscriptions, internet services, and other products may be charged separately.

The final price may depend on:

• Type of service
• Time required
• Equipment required
• Parts or materials
• Travel distance
• Additional work requested or required
• Site conditions

12. Additional Work

If additional issues are discovered during a service appointment, Valley Connect may explain the issue and provide an updated estimate.

Customers may choose whether to proceed with additional work unless immediate action is reasonably necessary to complete the originally requested service safely.

13. Parts and Equipment

If Valley Connect supplies equipment or parts, the applicable manufacturer’s warranty may apply.

Manufacturer warranties are subject to the manufacturer’s terms and conditions.

Valley Connect does not guarantee that third-party equipment will remain compatible with future software updates, internet-provider changes, operating-system updates, or other technology changes.

14. Service Limitations

Valley Connect cannot guarantee that every technical problem can be resolved.

Where Valley Connect cannot resolve an issue, we will explain the situation and, where practical, recommend the next appropriate step.

Some problems may be caused by:

• Internet-provider outages
• Damaged infrastructure
• Manufacturer defects
• Software limitations
• Unsupported devices
• Account restrictions
• Environmental conditions
• Electrical problems
• Building construction
• Third-party services
• Hardware failure

15. Property and Safety

Customers must provide a reasonably safe working environment.

Valley Connect may decline or stop work if conditions are considered unsafe.

For installations involving roofs, ladders, electrical systems, difficult-to-access locations, or other hazardous conditions, additional requirements or charges may apply.

Valley Connect does not perform electrical work that requires a licensed electrician unless specifically authorized and legally permitted.

16. Customer-Provided Equipment

Valley Connect may install or troubleshoot customer-provided equipment.

Valley Connect is not responsible for defects, incompatibility, previous damage, counterfeit equipment, expired equipment, or manufacturer limitations affecting customer-provided products.

17. Third-Party Accounts

Some services require customers to maintain an account with an internet provider, satellite provider, manufacturer, application, or other third party.

The customer is responsible for maintaining those accounts and complying with the applicable provider’s terms.

Valley Connect cannot guarantee the approval, activation, availability, or continued operation of a third-party service.

18. Cancellation and Rescheduling

Customers may cancel or reschedule appointments by contacting Valley Connect.

Repeated last-minute cancellations, missed appointments, or situations where Valley Connect arrives at the property but cannot perform the requested service may result in a service or call-out charge where that charge was disclosed before the appointment.

Any cancellation fees will be communicated to the customer before they apply.

19. Satisfaction and Service Concerns

Valley Connect aims to provide transparent, trustworthy, and professional service.

If you have concerns about a completed service, please contact us as soon as reasonably possible so that we can review the issue and determine an appropriate solution.

Where appropriate, Valley Connect may offer a follow-up visit, troubleshooting assistance, correction of installation work, or another reasonable resolution.

20. Limitation of Liability

To the extent permitted by applicable law, Valley Connect will not be responsible for indirect, incidental, consequential, or unforeseeable losses arising from the use of our services.

Nothing in these Terms & Conditions is intended to exclude or limit any liability or consumer rights that cannot legally be excluded or limited under applicable British Columbia or Canadian law.

21. No Guarantee of Third-Party Performance

Valley Connect cannot guarantee the performance, availability, speed, reliability, coverage, or continued operation of services supplied by third parties.

This includes internet, satellite, telecommunications, cloud, streaming, software, manufacturer, and subscription services.

22. Intellectual Property

The Valley Connect business name, logo, website content, branding, graphics, and original materials are the property of Valley Connect unless otherwise stated.

Customers may not reproduce, copy, modify, or use Valley Connect branding or website content for commercial purposes without permission.

23. Website Information

Information published on the Valley Connect website is provided for general informational purposes.

Service descriptions, availability, equipment compatibility, and other information may change without notice.

A website enquiry or service request does not automatically create a binding service agreement until the service has been confirmed.

24. Changes to These Terms

Valley Connect may update these Terms & Conditions from time to time.

The current version will be posted on the Valley Connect website with the applicable effective date.

25. Governing Law

These Terms & Conditions are governed by the laws applicable in British Columbia, Canada.

Any dispute will be subject to the applicable laws and courts of British Columbia, unless otherwise required by law.

26. Contact

For questions about these Terms & Conditions or Valley Connect services, please contact us.

778-890-1737
support@valleyconnect.ca

Serving Kamloops, Chase, and Merritt, British Columbia.

Satellite, Wi-Fi, computer support, and TV and device setup.

Transparent. Trustworthy. Local.

Last updated: September 25, 2026