Legal

• Included in your membership is:
  • An allotment of Canada Data for data service while you are in Canada,
  • the option to purchase additional Canada Data and Travel Data for roaming in the United States (“U.S.”), and Mexico (see Service Area and Coverage Details for exclusions),
  • Unlimited calling and outgoing text (SMS) messages within Canada and from Canada to the U.S.,
  • moving your existing phone number from another provider or establish a new number,
  • service activation with no additional charge,
  • one SIM card or eSIM with your first membership (1-month membership is eSIM only),
  • access to the Lüm Members Forum for support,
  • unlimited incoming text (SMS) messages, and
  • calling features including Call Display and access to Call Forwarding (universal/busy/no answer), Call Waiting, and Three-way calling.
• Any changes to the membership will take effect when the membership renews.
• You must accept these terms before purchasing a membership plan.  
• See lum.ca/plan for membership options.  
• Memberships auto-renew with current in market pricing to help you avoid losing service.  You can opt-out of membership auto-renewal in your myLüm account.  Your payment card details are kept in your account for future purchases; however, it is your responsibility to ensure that payment card information is kept up to date.
• If your membership expires, your account will be suspended, and you’ll lose access to wireless services through Lüm.  You’ll need to renew your membership to access your data and resume your Service.  
• If you cancel your membership at any time, or if your membership is expired for 60 days, the following will automatically occur:  
  • your myLüm account will be terminated;
  • you will not be able to use any services;  
  • your data will be forfeited; and  
  • your wireless phone number will be forfeited.
• If you move your number to another provider, your membership will be cancelled, you will lose your myLüm account, and your data will be forfeited.  
• Only customers with an active membership can purchase and use data or other add-ons.
• Memberships can be cancelled at anytime, but no refunds will be provided.  All purchases for Lüm Mobile are non-refundable.  
• Your payment information is saved in your account for future purchases so anyone with your password can purchase memberships or data on your behalf and you specifically agree to those purchases. You are responsible for use of your account and all purchases made through it.  Share your password only with those permitted to make purchases on your behalf. You agree that Lüm has no liability of any kind relating to your use of your myLüm account or the use of anyone you allow to use your account.  
• Memberships are non-transferrable and are for use by the person who opened the account or their immediate family only.
• Once you create an account you have 15 days to purchase a membership.  After 15 days, the account will be deleted if a membership has not been purchased.  
• Once you have purchased a membership, you have 1 year to activate your service.  If the service has not been activated after 1 year, the account will be deleted without notice and no refunds will be provided. 

• Customers must reside in Saskatchewan and have a billing and shipping address within the province to sign up for the Service.
• You must bring your own phone. Lüm Mobile is not responsible for the setup, operation, or maintenance of your phone. It is your responsibility to ensure that your phone is compatible with our network and that it complies with the rules and regulations of Innovation, Science, and Economic Development Canada (ISED) or any successor or replacement for ISED. Lüm Mobile provides no warranty or promise of any kind for your phone. To check your phone eligibility, go to lum.ca/bringphone.
• If at any time during your membership with Lüm you cease to meet the eligibility requirements specific to the Service to which you are subscribed, then Lüm Mobile may alter your Service, up to and including termination, to bring your Service into compliance with your eligibility. Lüm will notify you when such a change has been made.
• Your phone and its software must meet minimum Lüm network standards. Our network standards will be updated sometimes, and you may no longer be able to use the service without upgrading your software or phone.

• Calls and text messages made while using Wi-Fi Calling are charged the same as all other calls and text messages.
• Once a membership expires, any data remaining expires 60 days after your membership end date. You cannot use data that you’ve purchased without an active membership.
• When you are getting close to using up your data, we will send you a notification (unless you choose to opt-out of the notification).
• File attachments such as pictures and video sent through a text messaging app are converted to Multimedia Messaging Service (MMS) and are not considered text messages (SMS). MMS messages are deducted from your data balance. Your phone may convert other messages to MMS as well.
• Sent and received text messages have a character limit that will vary according to the phone. This limit automatically includes the sender's return address, which may vary in length. Messages longer than the character limit will be split and charged as multiple messages.
• Lüm Mobile attempts to deliver text messages for up to twenty-four (24) hours. If the recipient's phone is off or unreachable for longer than 24 hours, the message is deleted from the Lüm Mobile system and not delivered.
• Partial minutes are rounded up to full minutes.
• Data purchases cannot be transferred to another customer.

• Canada Data is included with all membership plans and can be used anytime during the membership period.
• Any Canada Data remaining at the end of your membership will roll over for one more membership term regardless of the duration of your membership. If there is still rollover data remaining at the end of your second membership term, it will expire when the membership expires.
• Rollover data is used before membership data.
• If a membership expires but is renewed within 60 days, rollover data will still be available.
• Top up data can be purchased if you run out of data before your membership renews. Top up data does not rollover to the next membership term. Top up data is used after rollover data and membership data are used up.
• Auto-recharge can be turned on in your myLüm account to automatically purchase data for you when your balance is close to running out.
• If you have data set to auto-recharge, it will automatically purchase data at the current in-market rate.
• When you talk, send a text message, or use data while in Canada, the applicable data amount is deducted from your data balance as follows:

• You can purchase Travel Data to roam in the U.S. and Mexico where service is available. Data purchased for Canada cannot be used in the U.S. and Mexico. Customers must purchase Travel Data to use service in these countries. Travel Data:
  • may only be used outside of Canada;
  • cannot be transferred to the Canada data balance; and
  • is non-refundable.
• Every time you talk, send a message, or use data, the applicable cost is deducted from your Travel Data balance. Outgoing text messages are deducted from the data balance at a rate of 1 MB per message. All incoming and outgoing calls are deducted from the data balance at a rate of 1 MB per minute. MMS messages are deducted from the data balance based on the actual size of the picture or video.
• Travel Data cannot be set to auto-pay.
• If you purchase $100 in Travel Data in any 30-day period, you will be required to consent to purchases over $100.

• Voicemail boxes can store up to 25 messages. Messages can be up to 3 minutes in duration.
• The voicemail service add-on will automatically renew when your membership auto-renews, and you will be charged the current in-market rate.
• You can cancel voicemail service at any time, but it will not be refunded.
• You are responsible for protecting your mailbox by regularly updating your password.
• Calls into the voicemail service from your Lüm phone are not deducted from your data balance.

Linking with Lüm lets you add other members onto your myLüm account, so you can manage multiple accounts from one place. You can decide if the linked account has access to manage their service in their myLüm account and who is responsible for paying for charges on the linked account.

• Linking with other members does not mean you share or pool data and memberships – everyone still purchases and uses their own membership and data.
• If a linked account is given access to myLüm, the primary account will not receive any notifications on behalf of the linked member. If a linked account does not have access to their myLüm account, the primary account will receive email notifications on behalf of the linked member.
• If a payment card is not added for a linked account, all purchases will be charged to the primary account payment card. The primary account is accountable for all purchases made by the linked account.
• You can remove a linked member from your account at any time. This does not cancel the member’s service.
• If you allow your account to be linked, the primary account that linked you will always have full access to your myLüm account and the ability to:
  • Make purchases for your account
  • Make changes to your membership, add-ons and auto-pay
  • Pause or cancel your service
  • Change notification settings
  • View your usage records (calls, texts, data sessions)
  • View your personal information & purchase history
  • Remove your myLüm access
• If you allow your account to be linked, the primary account that linked you can remove your access to myLüm. Only the primary account holder can reestablish your myLüm access.

9-1-1 Emergency service is available where network connectivity is available in Canada. You must provide your location and call back number as these details are not automatically available to 9-1-1 service operators. 9-1-1 may not always work, and you agree that Lüm is not responsible if it doesn’t.

We are not responsible for the operation of public alerting systems, including the Alert Ready System. We do not control the content, timing and/or who can receive messages. See alertready.ca/wireless for current alerts and further details.

• You can use the Service within Lüm’s coverage areas in Saskatchewan or areas served by companies with whom we have roaming agreements in the rest of Canada.
• You can call and text numbers in Canada, the U.S., and Mexico. You cannot receive international calls and text messages from countries other than Canada, the U.S., and Mexico. The U.S. includes Alaska, Hawaii and the country of Guam. All other U.S. territories and holdings are excluded.
• Roaming is available in the U.S. and Mexico where Lüm has agreements with roaming partners. Coverage areas, and the connectivity in these areas, will depend on the availability of network facilities which is subject to change from time to time, without notice.
• The services of Lüm or other any carrier is provided on an as-is/as-available basis and without guarantee or warranty for the performance, availability, coverage, uninterrupted use, security or operation of such services.
• Where you roam on any other wireless carrier’s network, you have no relationship with the roaming carrier and they have no obligation to you. They are not responsible for any problems you might experience while roaming and you can’t make any claims against them as a result of roaming.
• The types of services available for your use while roaming is dependent on the services made available by the other carrier on their network and the specific terms of the roaming agreement in place between Lüm and the carrier. Unless you opt out, you will receive notification from us when you use your Service outside of Canada, providing you with information about roaming rates for that country.

• Visit https://mylum.lum.ca or download the myLüm mobile app to access and manage your myLüm account, add data, view your data balance, create or cancel auto-pay, view payment history, and manage your notifications.
• Your myLüm registration is not transferable. Your registration and account have no expiry date unless terminated by you or by Lüm. Use of your account after it has been terminated is illegal and fraudulent.
• Lüm reserves the right to cancel your account and your right to access myLüm if Lüm suspects or determines your use is fraudulent, interferes with the use of our Website by others, or is for an unlawful or illegal purpose or otherwise contravenes any applicable law or regulation.
• Your sole and exclusive remedy for any dispute or claim you may have resulting from your use of myLüm is to terminate your account.
• You may review, correct, update, or cancel your myLüm account at any time by logging onto https://mylum.lum.ca. You agree that Lüm may retain all information related to your myLüm account for a reasonable period of time after your account is terminated for the purpose of administering your account.
• By accepting this agreement you expressly agree that any communication respecting any aspect of your myLüm account, use of our website (subject to the Website Terms and Conditions), the Service, or promotions (including information on new products, special offers, newsletters) may be sent to you by Lüm through email or by any other means of communication. You can opt out of receiving Lüm promotional communications at any time.
• If you opt out of service notifications, you will not receive important updates about your data balance, renewals, expiring memberships, or other factors that could affect your ability to use the Service.

Lüm is a digital only service. Help is available online through help articles, the Lüm Member Forum, and the 24/7 virtual assistant chat, Lümbot. Lüm does not offer call centre or in-person support. No sales, service, or support are available from SaskTel or SaskTel Authorized Dealers.

If you are having performance issues with the Service, visit lum.ca/help.

Fair and Appropriate Use

• You can only use Lüm Mobile services for your own individual use, with compatible phones and in compliance with the law. You also agree not to:
  • use the service for resale of any kind;
  • use the Service for sending threats or obscene material, harassment, or invading privacy;
  • compromise the security of or interfere with the Service in any manner;
  • use the Service in any way that adversely impacts network capacity or that may significantly negatively affect other Lüm Mobile customers or the Service;
  • engage in any activity on the Lüm Mobile or partner networks that is seen as excessive or malicious, as solely determined by Lüm Mobile; and
  • use lost or stolen phone to access the Service.
• You agree that sending or making mass and/or unsolicited texts or calls using the Service, whether for advertising or other purposes, is prohibited. Lüm will not attempt to mediate or otherwise become involved in any argument or dispute between users of the Service. Lüm will co-operate with appropriate law enforcement agencies involved in investigating instances that may be reported to such authorities by users of the Service who believe they are being subject to unlawful harassment or other criminal activity.
• You agree not to threaten, abuse, or harass any Lüm Mobile customer representative and understand that your membership will be terminated without refund where abuse has been found.
• Lüm Mobile services are meant to be used primarily within Saskatchewan. If more than half of your data usage on an ongoing basis is occurring outside of Saskatchewan, Lüm Mobile reserves the right to limit your data speeds, the amount of data transferred, deny, suspend, or terminate the service or any part, component, or feature thereof, without notice, to anyone believed to be using any Lüm Mobile wireless service or feature in any manner that adversely impacts Lüm Mobile.

Network Operation, Details & Limitations

• The Lüm Mobile network has been designed in accordance with industry standard specifications to be secure. We offer no warranty, representation, or promise of any kind either that the Service will remain uninterrupted or that the Service is secure or will not be breached. You acknowledge that it is your responsibility to implement your own security measures while using the Service.
• You receive access to our full network, including all the latest technology that we’ve deployed. Speeds are limited by environmental factors including tower locations, distance from cell sites, network congestion, tower hand-offs, and phone used.
• You agree to follow all rules, regulations and policies governing the use of the Service. Lüm Mobile may update or change these rules from time to time and it's your responsibility to understand and follow the current policies, rules, and regulations.
• When using the Service, including data sessions, you will follow all applicable laws and any Service rules adopted by us from time to time addressing such things as safe driving and health and safety guidelines. You can only use the Service for customary voice, messaging, and wireless data service. Such customary use does not include any application or use which degrades or interferes with our ability to provide services, including the Service, to others, as we determine.

Phone Numbers

You can move the phone number you are using to another service provider; however, you don’t own the phone number.

If you leave Lüm and don’t move the number you use to another service provider within the allotted time frame, we have the right to assign that number to another customer. Customers don’t have any rights to telephone numbers used by them even if the number is in the phone book.

We may, after giving you at least 30 days’ notice, change any phone number without liability where we have reasonable grounds to do so. We will give you reasonable advance notice stating the reason for and the anticipated date of the change, or in cases of emergency, give you verbal notice, which will be followed by a written explanation as soon as possible

Changes to the Terms of Service

We have the right to change these Terms of Service without notice. It is your responsibility to review these Terms of Service from time to time to check for any amendments to these Terms of Service. By using the Service after a change is made, you accept and agree to and are bound by the current version of these Terms of Service. We may change rates for memberships and plans without notice effective immediately.

Default

Any one or more of the following is considered an event of default and may result in the cancellation of your service:

• if you fail to perform or observe any obligation we described above; or
• if supplied any incorrect or incomplete information in connection with the Service; or
• if you use the Service we provide in a manner that negatively affects our network or any other customer in any way whatsoever; or
• if a credit card chargeback is initiated for the payment associated with your service; or
• if you are in breach of the terms of any of our policies that apply to the Service.

If you are in default, or if you breach our Fair and Appropriate Use terms, we reserve the right to suspend your account and to stop selling future services to you and retain amounts paid by you to us.

Limitation of Liability and Indemnit

If any person makes a claim against Lüm in connection with the use of our service or of any device on your account, you will indemnify us against any loss or expense that we may incur, including any judgment made against us.

None of the limitations of liability stated apply in cases of deliberate fault, gross negligence or anti-competitive conduct on the part of Lüm Mobile or in cases of breach of contract where the breach results from our gross negligence.

Lüm Mobile is not responsible for:

1. Libel, slander, defamation or the infringement of copyright arising from material or messages transmitted from your property or premises or recorded by your equipment or Lüm Mobile’s equipment;
2. Damages arising out of your act, default, neglect or omission in the use or operation of equipment provided by Lüm Mobile;
3. Damages arising out of the transmission of material or messages over Lüm Mobile networks on your behalf, which is in any way unlawful; or
4. Any act, omission or negligence of other companies or telecommunications systems in relation to the provision of the service to you, when the facilities of such other companies or telecommunications systems are used to establish connections to or from facilities and equipment controlled by you. To the fullest extent permitted by law, Lüm Mobile will not be liable to you or to any other person for any damages or expenses (including loss of profits, loss of earnings, loss of business opportunities, loss of data, economic loss or other similar loss, or punitive damages) arising out of or in connection with the use or failure of the service, whether caused by negligence or otherwise, and whether claimed in contract, tort or otherwise.

You acknowledge and agree that there is some content accessible through the Service that may be offensive to you or a user of your Service, or that may not be in compliance with applicable law. For example, it is possible to obtain access to content that is pornographic, obscene, or otherwise inappropriate or offensive, particularly for children. We assume no responsibility for and exercise no control over the content accessible through the Service. You agree that all content that you and your end users access and use with the Service is at your and their own risk. We are not liable for any claims, losses, actions, damages, suits or proceedings arising out of or otherwise relating to your and/or your end users access to such content.

General

1. Lüm Mobile is not a monthly billed service and a monthly invoice is not provided. Receipts for purchases are available in Purchase History in your myLüm account.
2. If your phone is lost or stolen, you can suspend use in your myLüm account. Your membership period will continue to run but your phone will not be able to make calls, texts or use data.
3. You can request to have your contact information (name, phone number, and address) listed in the Mysask411 Directory by contacting Directwest at 1-800-667-8201. We are not responsible for removing your listing from the directory if your Service is cancelled, nor are we liable for damages arising from errors or omissions in a listing. To edit or cancel your listing, contact Directwest.

4. A valid email address is required to be a Lüm customer. We will deliver the following to you electronically:

   • a copy of these Terms of Service;
   • purchase confirmation and receipts;
   • follow-up information regarding your service;
   • other service-impacting information; and
   • offers and promotions that might be of interest to you.

   You can manage your notification preferences in your myLüm account at any time.

5. The following policies apply to the Lüm Mobile Service and can be found at the locations indicated below:
   • Lüm Mobile Privacy Policy: lum.ca/privacy
   • Understanding Wireless 9-1-1 Limitations and Safety: lum.ca/911
   • CRTC Wireless Code: lum.ca/wirelesscode
   • Lüm Mobile Wireless Coverage: lum.ca/coverage
   • Lüm Mobile Member Forum Terms of Service: lum.ca/lum-mobile-member-forum-terms
   • Lüm Mobile Website Terms and Conditions: lum.ca/lum-mobile-website-terms
   • Lum Mobile Wi-Fi Calling Terms of Service: lum.ca/lum-mobile-wi-fi-calling-terms
6. If there is conflict between these Terms of Service and the above referenced documents, these Terms of Service will govern.
7. Any content you post on official Lüm managed social media pages, such as pictures, information or opinions, is subject to the Terms of Use and Privacy Policies of those respective platforms. Please refer to them to better understand your rights and obligations with regard to such content.
8. Pricing on the Lüm website does not include applicable taxes such as GST and PST.
9. If you dispute any payments or data deductions, you have to contact us within 30 days of the payment date, or data was deducted from your balance. If you don’t contact us, the charges and data deductions have been accepted by you.
10. These Terms of Service are in all respects governed by and will be interpreted in accordance with the law of the Province of Saskatchewan.
11. If any part of these Terms of Service is unenforceable, that part will be struck and the remainder shall remain in effect.
12. These Terms of Service are available in alternate formats by contacting Lüm Mobile at lum.ca/help.
13. If you have a complaint about the Service, you may submit a complaint to the Commissioner for Complaints for Telecommunication Services Inc. at:
    
    Mail: P.O. Box 81088 Ottawa, Ontario, K1P 1B1
    Website: www.ccts-cprst.ca
    Toll Free: 1.888.221.1687
    TTY: 1.877.782.2384
    Email: @email
    Fax: 1.877.782.2924