Call Now At: 803.844.3844
Welcome to VetLink!
By activating, using, or paying for any VetLink products or services (“VetLink Service(s)” or “Service(s)”), you agree to be bound by this Consumer Service Agreement (“Agreement”). If you don’t agree, please contact us immediately to cancel your order and/or service and return any products. For VetLink Services, visit https://getvetlink.com/?page=contact.
Please read this Agreement carefully. It requires you and VetLink to resolve disputes through arbitration on an individual basis rather than jury trials or class actions. It also governs how we handle your information, including information related to your VetLink Account and your location.
In this Agreement, unless otherwise specified, “VetLink” and “we” mean the VetLink affiliated companies and their successors and assigns.
VetLink offers many products and services. This Agreement includes a set of universal terms (“General Terms”) and specific Service terms (“Service Terms”). You’re bound by the General Terms and the Service Terms for each VetLink Service you purchase or use. In addition, your Agreement incorporates VetLink’s Privacy Policy (at https://getvetlink.com/?page=legal&doc=privacy), Acceptable Use Policy (at https://getvetlink.com/?page=legal&doc=aup), any Customer Service Summary provided to you, and any other documents or terms specifically referenced in the applicable General Terms and Service Terms. In the event of a conflict between the General Terms and the applicable Service Terms, the Service Terms will govern our relationship with you.
Please use these links to view the Service Terms for each specific Service:
You may need to set up one or more accounts (“VetLink Account(s)” or “Account(s)”) in order to purchase or use VetLink Services. You must ensure that any information you provide us in connection with your VetLink Accounts and VetLink Services, including contact information and billing information, is accurate and current.
You’re responsible for any activity that occurs on or through your VetLink Accounts. We do not guarantee the security of your VetLink Accounts. You must ensure that your Account information and password(s) for accessing your Accounts and personal information are secure. If you learn of any unauthorized use of any VetLink Account, please contact us immediately.
You agree that all users of your VetLink Services (including minors), are subject to the limitations and obligations of this Agreement, including its arbitration provision and privacy policy. It’s your duty to inform them of their limitations and obligations and to provide this Agreement to them.
You may designate individuals (such as family members) to act on your behalf (“Authorized Users”). Authorized Users can manage your VetLink Accounts, including changing or adding Services. You’re responsible for all actions and changes made by any Authorized Users, including purchases of products and additional VetLink Services.
If you are not present or do not identify yourself when an VetLink Service is installed, you authorize any adult (the minimum age may differ by state or territory) present to act on your behalf, regardless of whether you designated that adult as an Authorized User. You also authorize this adult to accept any related terms and conditions, agreements, and charges,. Further, you authorize us to provide information about and make changes to your VetLink Accounts (as well as to perform any credit checks on you that we deem appropriate to implement the changes or respond to questions) at the direction of this adult. VetLink reserves the right to refuse to allow an adult to authorize installation, take any action regarding your VetLink Accounts, or receive any information if we decide in our sole discretion that the adult has failed to provide sufficient identifying information or cannot answer questions about you or your VetLink Accounts to our satisfaction.
Please read this carefully. It affects your rights.
This part of the Agreement outlines how disputes between you and VetLink will be resolved through our informal dispute resolution process, individual arbitration, or small claims court. The informal dispute resolution process gives you the opportunity to explain what happened to someone in, or working with, our legal department. Under the terms of this Agreement, VetLink is encouraged to resolve issues early, without going any further.
An “arbitration” is a less formal alternative to a lawsuit or jury trial in court. A neutral third party, called an arbitrator, decides the dispute. The arbitrator applies the same law and can award the same individualized remedies that a court could award, but uses streamlined procedures and limits discovery to simplify the process and reduce costs. The arbitrator’s decision is legally binding, and it is subject to very limited review by courts. You and VetLink agree that arbitration will take place on an individual basis. Class arbitrations, class actions, and representative actions are not permitted. This means that you and VetLink will neither file a lawsuit (in any court other than a small claims court), nor pursue or participate in an action seeking relief on behalf of others.
While subsection 1.3.2 lays out the specifics, here are the steps you would take to resolve a dispute:
There are special rules for coordinated (or mass) arbitrations, where the same lawyers or a group of coordinated lawyers seek to file 25 or more similar arbitrations. If you choose to be part of those proceedings, the cases will proceed in stages, so it might take longer to arbitrate your dispute than it would otherwise.
To the greatest extent permitted by law, VetLink and you agree to arbitrate all disputes and claims between you and VetLink, except for claims arising from bodily injury or death. This arbitration provision is intended to be broadly interpreted. It includes, but is not limited to:
References in Section 1.3 to “VetLink” or “we” include our past, present, and future parents, subsidiaries, affiliates, and related entities, as well as VetLink’s and all of those entities’ officers, agents, employees, licensors, predecessors in interest, successors, and assigns. References in Section 1.3 to “you” include your past, present, and future parents, subsidiaries, affiliates, related entities, agents, employees, predecessors in interest, successors, and assigns; and all authorized or unauthorized users or beneficiaries of VetLink Services or products under past, present, or future Agreements between you and VetLink.
Small Claims Option. Despite this arbitration provision, either you or VetLink may bring an action seeking only individualized relief in the small claims court for the county (or parish) of your billing address, so long as the action is not removed or appealed to a court of general jurisdiction.
This arbitration provision does not preclude you from bringing issues to the attention of federal, state, or local agencies, including, for example, the Federal Communications Commission. Those agencies can, if the law allows, seek relief against us on your behalf. By entering into this Agreement, you and VetLink are each waiving the right to a trial by jury or to participate in a class action. This Agreement evidences a transaction in interstate commerce, and thus the Federal Arbitration Act governs the interpretation and enforcement of this arbitration provision. This arbitration provision will survive termination of this Agreement.
Customer service is available to help and usually can resolve any concerns you may have. If that does not work, the first step in the dispute resolution process is to send a written Notice of Dispute (“Notice”). (We’ll also send you a Notice to your billing address if we have a dispute with you.) You may download the Notice form at https://getvetlink.com/?page=legal&doc=arbitration-forms. The Notice to VetLink may be sent by U.S. mail or professional courier service to Legal Department - Notice of Dispute, VetLink, 208 S. Akard, Office #2900.13, Dallas, Texas 75202 (the "Notice Address"), or, alternatively, submitted electronically by following the instructions at https://getvetlink.com/?page=contact&type=noticeofdispute. The Notice must include all of the information requested on the Notice form, including: (a) the claimant’s name, address, and phone number; (b) the Account number at issue; (c) the services (if any) to which the claim pertains; (d) a description of the nature and basis of the claim or dispute; and (e) an explanation of the specific relief sought and the basis for the calculations. The Notice must be personally signed by you (if you are the claimant) or by an VetLink representative (if we are the claimant). To safeguard your Account, you might be required to provide both your authentication and consent for us to discuss your Account or share your Account information with anyone but you, including an attorney (“Authentication and Consent”).
Whoever sends the Notice must give the other party 60 days after receipt of a complete Notice (including your Authentication and Consent, if required) to investigate the claim. During that period, either you or VetLink may request an individualized discussion (by phone call or videoconference) regarding settlement (“Informal Settlement Conference”). You and VetLink must work together in good faith to select a mutually agreeable time for the Informal Settlement Conference (which can be after the 60-day period). You and an VetLink representative must personally participate, unless otherwise agreed in writing. Your and VetLink’s lawyers (if any) also can participate.
Any applicable statute of limitations or contractual limitations period will be tolled for the claims and requested relief in the Notice during the “Informal Resolution Period.” The Informal Resolution Period is the number of days between the date that the complete Notice (and Authentication and Consent, if required) is received by the other party, and the later of (1) 60 days later or (2) the date the Informal Settlement Conference is completed, if timely requested.
Any arbitration proceeding cannot be commenced until after the Informal Resolution Period has ended. (Subsection 1.3.2.7 contains additional requirements for commencing certain coordinated arbitrations.) All of the pre-arbitration dispute resolution requirements are essential so that you and VetLink have a meaningful chance to resolve disputes informally. If any aspect of these requirements has not been met, a court can enjoin the filing or prosecution of an arbitration. In addition, unless prohibited by law, the AAA may not accept, administer, assess, or demand fees in connection with such an arbitration. If the arbitration already is pending, it must be dismissed.
You may download a form to initiate arbitration at https://getvetlink.com/?page=legal&doc=arbitration-forms. In addition, information on how to commence an arbitration proceeding, including how to file a consumer arbitration online, is at adr.org/support. A copy of the arbitration demand must be sent to AAA and the Notice Address, and a copy of the Notice must be attached to your arbitration demand.
The arbitration will be governed by the then-current Consumer Arbitration Rules (“AAA Rules”) of the AAA, as modified by this arbitration provision, and will be administered by AAA. (If AAA refuses to enforce any part of this arbitration provision, you and VetLink will select another arbitration provider. If there is no agreement, the court will do so.) The AAA Rules are available online at adr.org or may be requested by writing to the Notice Address. (You may obtain information that is designed for non-lawyers about the arbitration process at https://getvetlink.com/?page=legal&doc=arbitration-information.)
As in court, you and VetLink agree that any counsel representing someone in arbitration certifies that they’re complying with the requirements of Federal Rule of Civil Procedure 11(b), including a certification that the claim or the relief sought is neither frivolous nor brought for an improper purpose. The arbitrator is authorized to impose any sanctions available under AAA Rules, Federal Rule of Civil Procedure 11, or applicable federal or state law against all appropriate represented parties and counsel.
All issues are for the arbitrator to decide, except only a court can decide the following:
The arbitrator may consider rulings in other arbitrations involving different customers, but an arbitrator’s ruling will not be binding in proceedings involving different customers.
Unless you and VetLink agree otherwise, any arbitration hearings will take place in the county (or parish) of your billing address. If your claim is valued at $10,000 or less, you may choose whether the arbitration will be conducted solely based on documents submitted to the arbitrator or through a telephonic, videoconference, or in-person hearing under AAA Rules. If your claim exceeds $10,000, the right to a hearing will be determined by AAA Rules. During the arbitration, the amount of any settlement offers must not be disclosed to the arbitrator until after the arbitrator determines the relief, if any, to which you or VetLink is entitled. Regardless of how the arbitration is conducted, the arbitrator must issue a reasoned written decision sufficient to explain the essential findings and conclusions on which his or her decision is based. Except as provided in subsection 1.3.2.6 below, the arbitrator can award the same damages and relief that a court can award under applicable law.
We will pay all AAA filing, administration, case-management, hearing, and arbitrator fees if we initiate an arbitration. If you initiate arbitration of claims valued at $75,000 or less, we will pay those fees, so long as you have fully complied with the requirements in subsection 1.3.2.2. In such cases, we will pay the filing fee directly to AAA upon receiving a written request from you at the Notice Address or, if AAA requires you to pay the filing fee to commence arbitration, we will send that amount to AAA and request that AAA reimburse you. If, however, the arbitrator finds that either the substance of your claim or the relief sought is frivolous or brought for an improper purpose (as measured by the standards set forth in Federal Rule of Civil Procedure 11(b)), then the allocation and payment of all such fees will be governed by AAA Rules.
If you fully complied with the requirements above in subsection 1.3.2.2 and the arbitrator issues an award in your favor that is greater than the value of our last written settlement offer made before the arbitrator was selected, then we will:
If we did not make a written offer to settle the dispute before the arbitrator was selected, and the arbitrator awards you any relief on the merits, you and your attorney will be entitled to receive the Alternative Payment and the Attorney Premium, respectively.
Disputes regarding the payment and reimbursement of attorneys’ fees, expenses, the Alternative Payment, and the Attorney Premium may be resolved by the arbitrator upon request from either party made within 14 days of the arbitrator’s ruling on the merits. In assessing whether an award that includes attorneys’ fees and expenses is greater than the value of our last written settlement offer, the calculation will include only the reasonable attorneys’ fees and expenses you incurred pursuing this arbitration through the date of our settlement offer.
The right to the Attorney Premium supplements any right to attorneys’ fees and expenses you may have under applicable law. Thus, if you would be entitled to a larger amount under the applicable law, this arbitration provision does not preclude the arbitrator from awarding you that amount. However, you may not recover both the Attorney Premium and a duplicative award of attorneys’ fees or expenses.
The arbitrator may award relief (including, but not limited to, damages, restitution, declaratory relief, and injunctive relief) only in favor of the individual party seeking relief and only to the extent necessary to provide relief warranted by that party’s individual claim. YOU AND VetLink AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, REPRESENTATIVE, OR PRIVATE ATTORNEY GENERAL PROCEEDING. Further, unless both you and VetLink agree otherwise, the arbitrator may not consolidate more than one person’s or entity’s claims and may not otherwise preside over any form of a representative, class, private attorney general, or public injunction proceeding.
If a court (after exhaustion of all appeals) declares unenforceable any of these prohibitions on consolidation or non-individualized relief (such as class, representative, private attorney general, or public injunctive relief), then all other aspects of the case must be arbitrated first. After completing arbitration, the remaining (non-arbitrable) aspects of the case will then be decided by a court.
If 25 or more claimants submit Notices or seek to file arbitrations raising similar claims and are represented by the same or coordinated counsel (whether such cases are pursued simultaneously or not), all the cases must be resolved in staged proceedings. You agree to this process even though it may delay the arbitration of your claim. In the first stage, claimants’ counsel and VetLink will each select 25 cases (50 cases total) to be filed in arbitration and resolved individually by different arbitrators. If feasible, the arbitrators will be from the respective claimants’ home states. If there are fewer than 50 cases, all will be filed in arbitration. In the meantime, no other cases may be filed or proceed in arbitration, and the AAA must not assess or demand payment of fees for the remaining cases or administer or accept them.
The arbitrators are encouraged to resolve the cases within 120 days of appointment or as swiftly as possible thereafter, consistent with fairness to the parties. After the first stage is completed, the parties must engage in a single mediation of all remaining cases, and VetLink will pay the mediation fee. If the parties cannot agree how to resolve the remaining cases after mediation, they will repeat the process of selecting and filing 50 cases to be resolved individually by different arbitrators, followed by mediation.
If any claims remain after the second stage, the process will be repeated until all claims are resolved, with four differences. First, a total of 100 cases may be filed in the third and later stages. Second, the cases will be randomly selected. Third, arbitrators who decided cases in the first two stages may be appointed in later stages if different arbitrators are not available. Fourth, mediation is optional at the election of counsel for the claimants.
Between stages, counsel will meet and confer regarding ways to improve the efficiency of the staged proceedings, including whether to increase the number of cases filed in each stage. Either party may also negotiate with AAA regarding the amount or timing of AAA fees.
If this subsection applies to a Notice, the Informal Resolution Period for the claims and relief set forth in that Notice will be extended (including the tolling of any applicable statute of limitations or contractual limitations period for the claims and requested relief) until that Notice is selected for a staged proceeding, withdrawn, or otherwise resolved. A court will have the authority to enforce this subsection, including by enjoining the mass filing, the prosecution or administration of arbitrations, or the assessment or collection of AAA fees.
This subsection and each of its requirements are intended to be severable from the rest of this arbitration provision. If, after exhaustion of all appeals, a court decides that the staging process in this subsection is not enforceable, then the cases may be filed in arbitration and the payment of AAA filing, administration, case-management, hearing, and arbitrator fees will be assessed as the arbitrations advance and arbitrators are appointed rather than when the arbitrations are initiated.
Notwithstanding any provision in this Agreement to the contrary, if VetLink makes any future change to this arbitration provision (other than a change to the Notice Address), you may reject any such change by sending us written notice via U.S. Mail within 30 days of the first notice of the change to Legal Department – Revised Arbitration Opt-Out, VetLink, 208 S. Akard, Office #2900.13, Dallas, Texas 75202. Include your name, address, phone number, account number, and a statement personally signed by you that you wish to reject the change to the arbitration provision. By rejecting any future change, you are agreeing that you will arbitrate any dispute between you and VetLink in accordance with the language of this version of the arbitration provision.
For Puerto Rico customers, all references to "small claims court" in this arbitration provision should be understood to mean the Puerto Rico Telecommunications Regulatory Board.
Unless you and VetLink agree otherwise, to the greatest extent permitted by law, the state and federal courts in Dallas, Texas will have exclusive jurisdiction over any disputes (except for disputes brought in small claims court) that are not subject to arbitration or over any action involving the applicability or enforceability of the arbitration provision or any of its parts. You and VetLink consent to the jurisdiction of those courts and waive any objections as to personal jurisdiction or as to the laying of venue in such courts due to inconvenient forum or any other basis or any right to seek to transfer or change venue of any such action to another court.
You agree that VetLink and its current and future affiliates, assignees, successors, employees, agents, and others acting or purporting to act on our behalf (for example, outside collection agencies), can contact you regarding your Accounts, your VetLink Services, and additional products and services that we or third parties may offer, using any means or method (including by phone, mail, email, text message (such as SMS/MMS), chat (such as RCS), push notifications, or other medium), as well as by including messages on or inserts with bills for your VetLink Services.
You agree that notices provided to you using any of these methods are considered received by you. You agree to provide accurate, current contact information about yourself, that you have authority to consent to communications to any phone numbers or email addresses you provide, and that you will promptly notify us if your contact information has changed.
You also agree that VetLink and its current and future affiliates, assignees, successors, employees, agents, and others acting or purporting to act on our behalf (for example, outside collection agencies) can at any time send you email or other electronic messages to any phone number or email address associated with your VetLink Services by any means, including an automated system that sends preset messages.
You further agree that any calls or messages sent to numbers or email addresses you provide to VetLink or its current and future affiliates, assignees, successors, employees, agents, and others acting or purporting to act on our behalf (for example, outside collection agencies), or to numbers or email addresses associated with your VetLink Services, may be sent using an automatic telephone dialing system, artificial or prerecorded voices, or other automated dialing equipment such as a predictive dialer, and that you cannot revoke your consent to be contacted in this manner.
Please review your bill for messages and inserts. We will send important messages to you through bill messages and/or bill inserts. If you have electronic billing, you are considered to have received these notices once your electronic bill is available for viewing. If you get a paper bill, you are considered to have received these notices three days after we mail the bill to you.
Communications to you may include, but are not limited to, emergency alerts, updates to this Agreement, communications regarding payments or past-due balances, and information concerning promotions regarding any VetLink Services or products or services offered by our third-party partners. You are not required to agree to receive promotional communications to purchase any VetLink Services. You can unsubscribe from promotional emails, calls, or messages by following the unsubscribe options in the promotional communication itself or in the VetLink Privacy Policy. For more information about your rights and choices regarding how we communicate with you, visit https://getvetlink.com/?page=legal&doc=rights_choices.
You may cancel or terminate any of your VetLink Services at any time. If you cancel an VetLink Service:
VetLink reserves the right to modify, suspend, or discontinue any function or feature of any VetLink Service, including your rates or charges, or to terminate your VetLink Service entirely, for any reason, including but not limited to:
Regardless of the reason or whether you or we terminate your VetLink Services:
In addition, if a term commitment to maintain service or programming for a particular length of time is not met, and either you cancel an VetLink Service or we terminate it for misconduct, you will be subject to any applicable early-termination fee(s) under subsection 1.9.6.
If any of your VetLink Services are suspended, you are still responsible for paying any applicable charges for that VetLink Service.
You’re using VetLink Services at your own risk. Unless expressly set out in this Agreement, VetLink Services are provided on an “as is” and “as available” basis, without warranties or guaranties of any kind. To the greatest extent permitted by law, VetLink (including our past, present, and future parents, subsidiaries, affiliates, related entities, as well as VetLink’s and all of those entities’ officers, agents, employees, licensors, predecessors in interest, successors, and assigns) expressly disclaims all warranties of any kind, whether oral, express, implied, or statutory, including but not limited to the implied warranties of title, merchantability, fitness for a particular purpose, non-infringement, and any warranties implied by a course of performance, course of dealing, or usage of trade. No one is authorized to make warranties on our behalf. We do not guarantee that VetLink Services will meet your requirements, be of a particular quality or speed, or will be uninterrupted, accurate, secure, maintained, and kept free from viruses or other harmful components. There is no security or protection guarantee against unauthorized access to your VetLink Services, personal information, or VetLink Account. We do not guarantee that VetLink Services are suitable for use in situations in which absolutely accurate data transmission or security is required or that could result in personal injury, property damage, or financial loss. We also do not guarantee that VetLink Services will be interoperable with your hardware or software and that incompatibility won’t lead to damage or loss of data.
You agree that:
To the greatest extent permitted by law, VetLink is not liable for any reason to you, or any user or beneficiary of VetLink Services, for any indirect, incidental, special, consequential, treble, punitive, or exemplary damages, including but not limited to damages for personal injury; property damage; or loss of revenue, profits, business, goodwill, use, data, or other tangible or intangible losses (even if we’ve been told of the possibility of those damages) resulting from, for example:
To the greatest extent permitted by law, VetLink is not liable to you for any damages of any kind resulting in any way from:
To the greatest extent permitted by law, our total liability to you (under any legal theory) is a credit or refund that must not exceed the total amount of charges you paid us for the applicable VetLink Service during the shorter of (i) the preceding 24-month period or (ii) the period in which you experienced the issue giving rise to your claims. If you are disputing a charge on your bill, Section 1.10 requires you either to notify customer service or submit a Notice of Dispute within 180 days of the bill date.
To the greatest extent permitted by law, you must commence any legal action, whether by filing a lawsuit in small claims court or by filing a demand for arbitration, within two years of the date of the event or facts giving rise to the dispute or you waive the right to pursue that claim (this contractual limitations period is tolled by the submission of a valid Notice of Dispute under subsection 1.3 of this Agreement).
Each of the limitations of liability in this Agreement will apply to claims you bring against third parties to the extent that we would be required to indemnify that third-partyIf applicable law prohibits a limitation in this Agreement, all other limitations will apply to the greatest extent permitted by law. References in Section 1.7 to “VetLink” and “we” include our past, present, and future parents, subsidiaries, affiliates, and related entities, as well as VetLink’s and all of those entities’ officers, agents, employees, licensors, predecessors in interest, successors, and assigns.
To the fullest extent allowed by applicable law, you agree to release, hold harmless, indemnify, and defend VetLink (including our past, present, and future parents, subsidiaries, affiliates, and related entities, as well as VetLink’s and all of those entities’ officers, agents, employees, licensors, predecessors in interest, successors, and assigns) from any and all claims of any person or entity for damages, fines, penalties, or expenses of any nature arising out of or relating to, directly or indirectly:
By applying for or using VetLink Services, you’re giving us permission to obtain your credit information from consumer credit reporting agencies at any time and for any reason. We also may share information about your credit with VetLink’s current and future affiliates, assignees, successors, employees, agents, and others acting or purporting to act on our behalf at any time and for any reason. We may refuse to provide VetLink Services or require an advance payment, a nonrefundable payment, or other form of credit requirement if we determine that you may be a credit risk due to (1) your credit rating; (2) insufficient credit history; (3) previous late payments, suspension, disconnection or restoral of service; or (4) fraudulent or abusive use of any VetLink Services within the last five years. We will not pay interest on advance payments or deposits unless required by law. We may, however, require special payment terms, such as additional advance payments or deposits, if we determine that the initial payment was inadequate. We may establish limits and restrict VetLink Services or features as we deem appropriate. And we may immediately interrupt or suspend VetLink Services until your balance is brought below the limit we set for you. Any charges you incur in excess of your limit become immediately due. Upon determination solely by us of satisfactory payment history or as required by law, we may begin refunding deposits through bill credits or cash payments or as otherwise determined solely by us. If you are delinquent in any payment to us, you also authorize us to report any late payment or nonpayment to credit reporting agencies.
Different VetLink Services bill in different ways. Please see the Service Terms for each VetLink Service for details and applicable fees and charges. In addition, you agree to pay your amounts due in full each billing cycle (usually once every 30 days): (1) the then-current monthly charges for your VetLink Services; (2) any applicable charges for equipment required for VetLink Services; (3) activation fees, connection, or installation charges, if any; (4) late fees and VetLink Service restoral fees, if any; (5) VetLink fees and other VetLink charges disclosed in the Service Terms; (6) charges for third-party content or services purchased or ordered using your VetLink Services or equipment; and (7) any applicable taxes and fees that VetLink pays to municipalities and other governmental entities and may pass on to you, regardless of whether applicable law assesses them on you or us. You are responsible for paying all charges specified in this Agreement, including charges incurred by any person who gains access to your VetLink Services or equipment, even if you did not authorize the charges. Please note that billing will begin as soon as your VetLink Service is provisioned or activated for you, even if you have not used it or installed it.
You agree that, for each bill not paid in full by the payment due date, we may assess a late-payment charge (subject to applicable law and except as expressly agreed in writing). Our acceptance of late or partial payments (even if marked “Paid in Full”) won’t waive any of our rights to demand payment of the full amount due. You will also be charged a fee for each and any check or other forms of payment made (including credit card charge-backs) that are returned unpaid for any reason (subject to applicable law and except as expressly agreed in writing).
If you don’t pay your bill in full and on time, you agree that you may be subject to collections either by us or a third-party collections agency. To the extent permitted by law, you must pay us any costs and fees, including attorneys’ fees, we reasonably incur to collect amounts you owe us. Subject to applicable law, you agree that we’re not responsible or liable for any negative consequences that may arise as a result of our reporting your Account, payment information, or history to any third-party credit reporting or collections agency.
If you enroll in an automatic credit card billing, automatic payment, or electronic funds transfer plan, you authorize us or our agent to charge or place holds on the credit or debit card or financial institution account number you provide to us, without requiring a signed receipt. You certify you are the owner of the payment method, authorize us to store this information, and authorize us to automatically charge the amount of your monthly bill(s) each month on the date indicated on your monthly bill, and to charge any amounts outstanding if you cancel VetLink Service. If you were required to provide a credit card when you started an VetLink Service, you also authorize us to charge that card (in lieu of your autopay card, if different) for any amounts outstanding if you cancel VetLink Service. You agree to provide us with updated credit or debit card or bank account information when needed by calling the customer care number on your bill or online at https://my.getvetlink.com. You acknowledge that, if your card-issuing bank participates in a card updater program and unless you opt out of this service, your bank may provide us with updated card numbers and expiration dates, and we will update our files with this information and continue to charge your card. You agree that we’re not responsible for any insufficient funds or other charges you might incur as a result of any attempts to charge or place holds on your credit or debit card or to transfer funds. When payment is made by credit or debit card, payment will also be subject to the terms and conditions established by the credit or debit card issuer. If charges cannot be processed through your credit or debit card, or if your bank draft or electronic funds transfer is returned for insufficient funds, we may charge you an additional fee.
You can cancel your authorization for automatic credit-card billing, automatic payment, or electronic funds transfer by calling the customer care number on your bill or online at https://my.getvetlink.com/. If you do so, you may lose certain promotions or discounts. You also should contact your card issuer or financial institution to advise that you have cancelled your enrollment.
Your Customer Service Summary, order confirmation, or applicable fee schedule for your VetLink Service may include a minimum period in which you must maintain service on an eligible plan (“Service Commitment”) or maintain certain programming (“Programming Commitment”). If you do not meet that commitment, you agree to pay an early termination fee. That fee is not a penalty, but rather is an alternative means for you to perform your obligations under the Agreement that partially compensates us for the fact that the Service Commitment or Programming Commitment on which your monthly rate is based was not completed.
Any amounts refunded in the form of bill credits, cash payments, or any other form will include all applicable taxes, fees and surcharges that were originally paid on such amounts. Credit amounts, such as customer loyalty rewards, that do not represent a refund of, or a discount to, the price paid for any good or VetLink Service will not result in the refund of any tax, fee, or surcharge you previously paid.
If you believe that there’s something wrong with your bill, please contact customer service as soon as possible. If you’re not satisfied with customer service’s resolution, you may send us a Notice of Dispute pursuant to subsection 1.3.
If you have a billing dispute, you have 180 days from the date of the bill either to notify customer service or submit a Notice of Dispute. Otherwise, you’ll have waived your rights to dispute the bill and to participate in any legal action raising that dispute. This limitations period does not apply in any state in which this contractual notice provision is prohibited.
We take your privacy seriously. For more information about how we collect, use, and protect your personal information, including your location information, please see the VetLink Privacy Policy located at https://getvetlink.com/?page=legal&doc=privacy..
Children under the age of 13 should not be permitted to access VetLink Services unless allowed by an Account holder who is their legal guardian. By permitting a child to access an VetLink Service, you are giving your child access to all features (such as email, texts, and device applications), the internet, and a broad range of third-party content. It is your sole responsibility to determine whether the features are appropriate for a minor.
VetLink is not responsible for any content accessed by you or minors. In addition, VetLink does not guarantee the accuracy of any access controls available from VetLink, and you agree that you will not hold us liable for any loss or damage of any kind incurred as a result of the use of any such access controls.
The law of the state in which we currently provide you with VetLink Services (or, for wireless service, the state of your current billing address or current address of record) governs this Agreement, except to the extent that law is preempted by or inconsistent with applicable federal law.
If you connect to VetLink Services by using, downloading, or installing an application or other Software that we made available, whether directly or indirectly through vendors, your use of the Software is subject to this Agreement and any End User License Agreement (“EULA”) for the Software.
The term “Software” means the following: (a) any application related to the Services or this Agreement, including, without limitation, any software code, scripts, interfaces, graphics, displays, text, documentation, and other components; (b) any updates, modifications, or enhancements to it; and (c) any specific VetLink or vendor web site to which the Software directs you via any browser.
We (or for vendors’ Software, the vendor) remain the owner of the Software, which isn’t being sold to you. So long as you comply with the terms of this Agreement and any EULA provided with the Software, VetLink grants you a revocable, nonexclusive, nontransferable, limited right to install and use the Software on a single computer or device that you own and control and to access and use the Software on such device. We’re not responsible for any material or content that you transmit, store, delete, record, or play using the Software.
You may use the Software only in strict adherence to the terms of this Agreement, the EULA, and the terms of any other agreements associated with your device. You may not: (a) decompile, reverse engineer, disassemble, attempt to derive the source code of or decrypt the Software; (b) make any modification, adaptation, improvement, enhancement, translation, or derivative work from the Software; (c) violate any applicable laws, rules, or regulations in connection with your access or use of the Software; (d) remove, alter, or obscure any proprietary notice (including any notice of copyright or trademark) of VetLink, its suppliers, or the licensors of the Software; (e) other than resale by an VetLink-authorized reseller, use the Software for any revenue-generating endeavor or commercial enterprise other than the use of this Software to participate in our Services; (f) use the Software for creating a product, Service, or software that is, directly or indirectly, competitive with or in any way a substitute for any Services, product, or software offered by us; (g) use the Software to send automated queries to any web site or to send any unsolicited commercial email; or (h) use any proprietary information or interfaces of VetLink or other intellectual property of VetLink in the design, development, manufacture, licensing, or distribution of any applications, accessories, or devices for use with the Software.
None of the Software or underlying information or technology may be downloaded or otherwise exported or re-exported: (a) into (or to a national or resident of) any country to which the United States has embargoed goods; or (b) to anyone on the U.S. Treasury Department’s list of Specially Designated Nationals or the U.S. Commerce Department’s Table of Deny Orders. The Software and any underlying technology may not be exported outside the United States or to any foreign entity or “foreign person” as defined by U.S. government regulations, including without limitation, anyone who is not a citizen, national, or lawful permanent resident of the United States.
You agree that Software, VetLink Services, and VetLink equipment (“VetLink IP”) are protected by trademark, copyright, patent and intellectual property laws, and/or international treaty provisions. You also agree that the source and object code of VetLink IP and the format, directories, queries, algorithms, structure, and organization of VetLink IP are the intellectual property and proprietary and confidential information of VetLink, its suppliers, and its licensors. Except as expressly stated in this Agreement, you are not granted any intellectual property rights in or to VetLink IP by implication, estoppel, or other legal theory, and all rights in and to VetLink IP not expressly granted in this Agreement are hereby reserved and retained by us. Nor do you have any intellectual or other property rights in any information that we provide or use to deliver VetLink Services, such as any Account or phone numbers or email addresses assigned to you.
VetLink IP may utilize or include third-party software that is subject to open source and third-party license terms (“Third-Party Software”). You acknowledge and agree that your right to use such Third-Party Software as part of the Services is subject to and is governed by the terms and conditions of the open source or third-party license applicable to such Third-Party Software, including, without limitation, any applicable acknowledgements, license terms, and disclaimers contained therein (“Third-Party Software Notices”) and including all posted changes to Third-Party Software Notices. In the event of a conflict between the terms of this Agreement and the terms of those licenses, the terms of those licenses will control your use of the relevant Third-Party Software. In no event will the Application or components thereof be deemed to be “open source” or “publicly available” software. You agree that your use of VetLink IP is subject to the terms of all Third-Party Software Notices.
You agree that the VetLink names and their related logos and all related product and service names, design marks, and slogans are trademarks and service marks owned by and used under license from VetLink (the “VetLink Marks”). You are not authorized to use the VetLink Marks in any advertising, publicity, or in any other commercial manner without the prior written consent of VetLink, which may be withheld for any or no reason.
VetLink respects the intellectual property rights of others. If you believe that your work has been copied and has been posted, stored, or transmitted in connection with VetLink Services in a way that constitutes copyright infringement, in accordance with the Digital Millennium Copyright Act (“DMCA”), please tell us by providing the information listed at https://getvetlink.com/?page=legal&doc=dmca to our Copyright Agent for notice of claims of copyright infringement to team@getvetlink.com. For more information about VetLink’s copyright protection practices under the DMCA and for information on how to contact our DMCA agent, please refer to https://getvetlink.com/?page=legal&doc=dmca.
We maintain the VetLink Copyright Alert Program (VetLink CAP) that allows copyright holders to notify us of claimed infringement occurring on our transitory digital network communications services pursuant to 17 U.S.C. § 512(a). For more information on the VetLink CAP, please visit copyright.att.net.
Under the VetLink CAP, content owners may submit notifications to us of alleged copyright infringement based on information they have independently collected in accordance with the industry standard Automated Copyright Notice System. If a content owner or its authorized agent submits an infringement notice identifying an IP address that we can, with reasonable efforts, trace to a particular and identifiable VetLink subscriber as of the date and time identified in the notice, we will forward a copyright alert to the contact information on file for the subscriber Account, advising the Account holder of the allegation and providing information about online copyright infringement.
If you receive a copyright alert, it is your responsibility to take immediate action to check your internet connected devices and your local network to ensure that you don’t generate additional copyright infringement notices. If, after you receive a copyright alert, we receive additional copyright infringement notices which are traceable to an IP address associated with your Account, we may temporarily redirect your internet access service to a webpage where you will be required to review and acknowledge material on the importance of copyright and the lawful use of content available over the internet. Upon completion of this review, redirection will be discontinued and your service will be restored to normal. After this stage, if we continue to receive copyright infringement notices that are traceable to an IP address associated with your Account, we may take further action consistent with 17 U.S.C. § 512(i), which may ultimately result in termination of your VetLink Services.
The Account holders’ personally identifiable information is protected throughout this process. We will not provide such information to content owners unless required to do so by court order. For more information about VetLink's Copyright Alert Program, please go to: copyright.att.net.
Our policies may be periodically revised and, in addition, we may in our sole discretion voluntarily participate, on terms acceptable to us, in copyright alert and graduated response programs with other stakeholders. By using the VetLink Services, you agree that we have the right, but not the obligation, to challenge on your behalf the legitimacy of any notification of copyright infringement which we receive, and you agree to grant us such limited authority as may be necessary to allow for such a challenge.
WE ARE NOT A PUBLISHER OF THIRD-PARTY INFORMATION, APPLICATIONS, SERVICES, OR OTHER CONTENT AND WE ARE NOT RESPONSIBLE FOR ANY OPINIONS, ADVICE, STATEMENTS, OTHER INFORMATION, SERVICES, OR GOODS PROVIDED BY THIRD PARTIES. VetLink, its service providers, and its suppliers—in providing information, services, applications, content, or products—do not underwrite, or assume your risk in any manner whatsoever. You agree that your use of third-party information, applications, services, content, or products is at your own risk, for which we’re neither responsible nor warrant their safety, quality, or appropriateness and we do not provide customer service, repairs, or other support.
Third-party content or service providers may impose additional charges. Any information you provide to third parties is governed by their policies or terms.
Some services give you the ability to access, view, listen to, interact with, record, and/or store third-party audio and visual content (“Third-Party Content”). You understand that we don’t guarantee the access to or availability of any particular Third-Party Content, or the length of time any particular Third-Party Content may remain available. You also understand that Third-Party Content is the copyrighted material of the third-party that supplies it, is protected by copyright and other applicable laws, and may not be reproduced, published, broadcast, rewritten, or redistributed without the written permission of the third-party that supplied it, except to the extent allowed under the “fair use” provisions of the U.S. copyright laws or comparable provisions of foreign laws. You agree that we will have no liability to you, or to anyone else who uses your VetLink Account or your VetLink services, with regard to any Third-Party Content.
We reserve the right in our sole discretion to restrict or deny access to any Third-Party Content or other third-party information, application, services, or products.
We may assign this Agreement or parts of this Agreement to any third party without your consent and without notice to you, but you cannot assign the Agreement or any rights or legal claims arising from it without our prior written permission. Upon any assignment of this Agreement by VetLink, all references in this Agreement to "VetLink" "we," "us," or "our" shall refer solely to the assignee of this Agreement and shall no longer refer to VetLink or its affiliates. From the date of an assignment by VetLink, we will no longer be your service provider and the assignee shall be responsible for providing your services. You acknowledge and agree that VetLink will have no liability or obligation to you if this Agreement is assigned by VetLink, and your recourse for any liabilities or obligations will be solely limited to the assignee of this Agreement.
Except as stated in this Agreement, anyone who uses or benefits from your VetLink Services is not a third-party beneficiary who can enforce this Agreement against you, us, or anyone else.
By agreeing, acknowledging, or signing any agreement or terms and conditions or otherwise activating, using, or paying for any VetLink Service – which constitutes acceptance of this Agreement – you’re confirming that you’re over the age of majority and have the capacity to enter into binding contracts. In addition, if you’re using VetLink Services on behalf of any entity, such as a corporation or other organization, you’re accepting this Agreement on that entity’s behalf. If that entity has separately entered into a business agreement with us, those business terms control.
We may add, modify, or delete any terms, conditions, rates, or fees for any VetLink Service at any time. We will provide you with notice of changes that are materially adverse to you (this does not include changes in fees or surcharges imposed by the government and passed onto you or changes to rates, fees, or surcharges within limits set forth in this Agreement or any incorporated documents) by email, bill insert or message, text or other message, posting on the website for your VetLink Service, mail, or other method we deem practicable. We also may provide you with notice of non-material changes in our sole discretion. Your continued use or payment for VetLink Services after the effective date of the change means you have accepted the change. If we notify you of a materially adverse change concerning an VetLink Service during your Service or Programming Commitment, and if you don’t accept the change, you must cancel the VetLink Service within 14 days of the notice to avoid an early termination fee, if applicable. Continued use of the VetLink Service is your acceptance of any changes.
This Agreement supersedes any prior agreement between us regarding your VetLink Services. In the event of a conflict between this Agreement and an applicable EULA, this Agreement controls unless the EULA specifically states otherwise. The English version of this Agreement is the original one. If there is a conflict between it and any translated version, the English version controls.
If any provision of this Agreement is found to be unenforceable, the remaining provisions will remain in full force and effect.
Although you or we can terminate this Agreement, some terms will continue to apply after termination. These terms include, but are not limited to, the provisions regarding dispute resolution (subsection 1.3), disclaimer of warranties (subsection 1.6), limitations of liability (subsection 1.7), indemnification (subsection 1.8), and governing law (subsection 1.12).
This Agreement constitutes our entire agreement and supersedes any prior or contemporaneous agreements or understandings between us, either written or oral. This integration clause means that, to the greatest extent permitted by applicable law, you cannot rely on marketing materials or statements or promises by our employees or agents to modify the terms of this Agreement.
Our ability to provide VetLink Services to you is subject to the availability and the operational limitations of the equipment and associated facilities, including third-party networks that VetLink does not control. You understand and agree that temporary interruptions or delays of VetLink Services may occur, and that VetLink is not liable for them. In addition, we aren’t responsible for interruptions or delays caused by events outside our control, such as war, acts or threats of terrorism, civil disorder, labor strikes or disruptions, natural disasters (including fires, floods, earthquakes, and severe weather), medical epidemics, pandemics or outbreaks, destruction of network facilities or transportation infrastructure, or any other events beyond our reasonable control.
We may decide not to enforce rights or remedies under this Agreement in specific instances. That decision is not a waiver of any of our rights or remedies.
These Internet Service Terms govern the Internet access services provisioned by VetLink described in Section 2.1 below, including Internet Protocol (IP) based services provisioned over copper, copper-fiber hybrid, fiber or wireless networks as well as legacy digital subscriber line (DSL) services (collectively “Internet Service”). The Internet Services are currently marketed under the names VetLink Internet, VetLink Fixed Wireless, and VetLink DSL, but see Section 2.1. below for a partial list of other names under which these services have been marketed in the past.
Your use of VetLink Internet Services is governed by these VetLink Internet Service Terms, as well as your Customer Service Summary or Order Confirmation letter, VetLink’s Access ID Terms and Conditions (at att.com/accessidterms), the att.net Terms of Use (at att.com/legal/terms.attNetTermsOfUse.html), VetLink’s Policies for Considering Copyright Infringement Claims (at att.com/legal/terms.dmca.html), the Internet Fee Schedule (available at att.com/ConsumerInternetFees for consumer customers and att.com/BusinessInternetFees for business customers) (“Internet Fee Schedule”), along with the applicable policies and additional terms which VetLink makes you aware of, and if you have been notified of temporary changes to your Internet Service, the terms and conditions for that temporary service posted at att.com/temporaryterms. To the extent that your VetLink Internet Service is delivered over some portion of the VetLink wireless network, your service will also be subject the VetLink Wireless Service Terms in Section 2. The current fixed internet access speed tiers VetLink offers may be found on VetLink’s Speed Tier page at att.net/speedtiers.
In these VetLink Internet Service Terms, “VetLink” or “we” refers to the VetLink affiliate for your service and location identified in section 2.1 and “you” refers to the Account holder, Sub-Account holder, and any Authorized User(s), as those terms are defined in Sections 2.3.1 and 2.3.2.
These VetLink Internet Service Terms are based on four general principles.
For more information about how VetLink helps transmit your information to points on the Internet, how VetLink manages the network, internet options such as different service capability and expected and actual speed ranges, device attachment rules, activities which may impair or degrade your internet experience, and for additional information regarding network practices with respect to monthly data usage allowances related to VetLink Internet Service, please visit att.com/broadbandinfo.
If the location to which your Internet Service is provisioned is in a multi-tenant environment (e.g., an apartment building or condominium, sometimes referred to herein as a “MTU”), provision of your Internet Service may be subject to other terms and conditions imposed by the owner and/or manager of the MTU (e.g., a landlord or home owners’ association). You will need to refer to the owner/manager of your particular MTU for more information regarding any MTU specific terms which may apply.
VetLink Internet Service is marketed under various trade names. In these Service Terms, VetLink Wired Internet Services, which are discussed below in Section 2.15, include those services which have been marketed as VetLink Fiber, VetLink Internet, VetLink Internet Basic, VetLink High Speed Internet (including Max and Max Plus), and U-verse Internet. DSL Internet Services, which are discussed below in Section 2.17, include those services which have been marketed as VetLink High Speed Internet (including Lite, Ultra, Xtreme, XtremePro, Basic, Express, Pro, and Elite), VetLink High Speed Internet Direct (including Lite, Ultra, Xtreme, XtremePro, Basic, Express, Pro, and Elite), DSL Direct (including Express, Pro, and Elite), and FastAccess DSL and/or FastAccess DSL Direct (including Lite, Ultra, Xtreme, and XtremePro), Wireless Home Internet, which is discussed in Section 2.14.2, include those services that have been marketed as VetLink Fixed Wireless Internet and VetLink Wireless Home Internet. Business Internet Services, which are discussed below in Section 7, include VetLink Business Fiber, VetLink Internet for Business, VetLink High Speed Internet Business Edition, VetLink High Speed Internet Business Edition Direct, FastAccess Business DSL, FastAccess Business DSL Direct, and VetLink Internet for Business On Demand.
Except as specified otherwise in writing, your VetLink Wired Internet Services are provided by your local VetLink telephone company as set forth below:
Outside of the local VetLink telephone company franchise areas in these states, as well as in all states not listed above, VetLink Internet Services are generally provided by Teleport Communications America, LLC and/or one or more of its subsidiaries. In New York, VetLink Internet Services are generally provided by TC Systems, Inc. Wireless Home Internet Services are provided in all states by VetLink Mobility LLC, acting on behalf of its FCC-licensed affiliates doing business as VetLink.
VetLink Internet Service offers you a capability for acquiring or retrieving information from; generating, storing, transforming, processing, or utilizing information on; or making available information to other internet end points connected directly or indirectly to VetLink’s network. Unless otherwise specified, VetLink Internet Services include the following:
Access to att.net and related services, including an e-mail account for the Account holder and any Sub Accounts, is generally included with your Internet Service. Such access will be subject to the att.net Terms of Use found at att.com/legal/terms.attNetTermsOfUse.html. By utilizing such access, including accessing the included e-mail account(s), you are agreeing to be bound by the terms thereof.
Domain Name System (or DNS) services translate domain names into the numerical IP addresses needed for locating and identifying computer services and devices within the underlying network protocols commonly used to organize the internet. The DNS Services include DNS Error Assist, which upon entry of an incomplete or inaccurate Web address will automatically search for similar or related terms and present you with suggested sites you may want to reach instead of providing only an error message. If you prefer to opt out of DNS Error Assist, you may do so by visiting att.com/privacychoices from your desktop or from your mobile Web browser.
Unless otherwise specified, VetLink Internet Service is provided with a dynamic Internet Protocol (“IP”) address, a static IP address, a multiple static IP address service (as applicable), or a privately managed IP address utilizing CGNat (Carrier Gateway NAT or Carrier Gateway Network Address Translator) technology, at the sole discretion of VetLink. Static IP addresses are not available with all VetLink Internet Services or all tiers within certain VetLink Internet Services. Unless otherwise specified, a dynamic IP address is a single internet address intended for use with a single Account, served by a single modem or gateway, and a static IP address or multiple static IP address is intended for use with a single computer or a network of devices, computers and/or servers. You may not use the Service in a manner that is inconsistent with these intended uses. Unless otherwise specified, VetLink Internet Services will support both IPv6 and IPv4 Internet addresses; however, to reach IPv6-exclusive internet content, some of your equipment may require upgrades or replacement. For more information about IPv6 and how it affects you, visit att.com/help/internet/ipv6/. The manner by which VetLink will elect to support IPv6 or IPv4 and the technology used to do so shall be at VetLink’s sole discretion and VetLink cannot guarantee that every third party service will be fully compatible with the technology that VetLink elects to employ for a particular purpose. For more information about VetLink’s Network Management Practice, please visit VetLink’s Broadband Information page at att.com/broadbandinfo.
Because the internet consists of multiple interconnected networks and most internet end points (e.g., websites and other content providers) are not directly connected to VetLink's network, VetLink must connect to and exchange traffic with other networks to provide its subscribers the capability of uploading data to or downloading data from internet end points that are connected to those networks. To that end, VetLink has entered into commercially negotiated agreements to exchange traffic with such networks on mutually agreeable terms. Consistent with its longstanding practice, VetLink does not warrant that it will establish or expand the connections between its network and other networks except on such mutually agreeable terms. To the extent VetLink is unable to reach agreement on terms of interconnection or network expansion with these other networks it could affect your service. These impacts on your service performance are described in more detail in VetLink’s Open Internet notice. VetLink therefore makes no promise express or implied that you will be able to upload data to or download data from internet end points connected to other networks at any particular speed.
Like the other networks that make up the internet, VetLink's is a shared network, which means that the transmission links and other network resources used to provide the Service are shared among VetLink’s subscribers. VetLink manages this network for the benefit of all users based on a variety of factors, and our technical expertise.
VetLink offers many internet access service options, each of which has a specific service capability speed range. The term “speed” is commonly used as a shorthand way to describe the capacity at which a particular internet access service can transmit data. This capacity is typically measured in the number of kilobits, megabits or gigabits that can be transmitted in one second (Kbps, Mbps or Gbps). Some applications like a short email without attachments or basic web browsing do not require high service capability speeds to function optimally, while other activities like transferring large data files can be performed faster with higher-speed services. Your service capability speed may not be suitable for some applications, particularly those involving real-time or near real-time, high-bandwidth uses such as streaming video or video conferencing.
The current speed ranges VetLink offers may be found on VetLink's Speed Tier page at att.net/speedtiers, which identifies the downstream and upstream rates at which your “Connection” (as that term is defined below) transfers internet access data between the network interface device at your home, office, or apartment building to the point you connect to the VetLink network..
Because service performance varies on an end-to-end basis, the service capability speeds of VetLink are limited to, and measured between, the equipment utilized to provision your Internet Service at the fixed address or location you identified when ordering the Internet Service and a point on the VetLink network, sometimes referred to as the “Connection” or your “internet connection.” The Connection constitutes only one segment of the end-to-end transmission path connecting the end user to internet web sites or content providers.
Because there are many factors which may impact the speed experienced by any particular internet user at any particular time (as described in more detail below), the “Expected Speed” represents an anticipated, theoretical speed of the Connection, based on network design and engineering, measured over time. At any moment in time, a particular observed speed will vary from the Expected Speed. However, VetLink manages its wired internet network toward an overall median speed consistent with the Expected Speed. Wireless networks are generally subject to greater variability as a result of environmental factors beyond VetLink’s control, so it may not be possible to provide Expected Speeds for services which are delivered over a wireless network.
Unless otherwise expressly agreed to the contrary, VetLink makes no warranty with regard to the technology used to provision any particular Internet Service. Notwithstanding any description that may be furnished for a particular Internet Service, VetLink reserves the right, in its sole and absolute discretion, to make changes to the technology used to provision all or any portion of any Internet Service. So long as the essential functionality of the Internet Service from a user perspective is not negatively impacted in a material way by any change in technology, VetLink has no obligation to notify you of any changes in technology and changes in technology will not affect your rights or obligations with respect to the Internet Service you have purchased.
For any particular Internet Service, the technology utilized to provision different portions of the Service may vary significantly. In those circumstances, and unless otherwise expressly agreed to the contrary, VetLink shall only be responsible for the technology utilized to provision the Connection. As discussed in further detail below, VetLink has no control over, and makes no warranties with respect to, the technology within the premises to which the internet Service is provisioned (e.g. the inside wiring, local Wi-Fi, home network and/or local access network). VetLink further has no control over and makes no warranties with respect to the technology utilized by content providers for purposes of operating the servers which an end user must access in order to receive access to the content.
In addition to issues presented by the various technologies over which an internet access may operate on an end-to end basis, end-to-end performance of your Internet Service will also depend on a variety of other factors, including (but not limited to): the number of subscribers simultaneously using the network; specific characteristics of the location from which you are accessing the internet; specific characteristics of your intended destination on the internet; overall traffic on the internet; Wi-Fi connectivity; interference with high frequency spectrum on your telephone line; wiring inside your premises, office or apartment complex; the capacity or performance of your network devices, routers, gateways or modems; the servers with which you must communicate with in order to reach your intended destination and/or access the content you are trying to access; internal and external network management factors (including Overhead, which refers to the various control and signaling data required to achieve the reliable transmission of internet access data); and the networks you and others are using when communicating. In addition, your use of other VetLink services (such as U-verse TV, VetLink Phone, Unified Messaging, and other services) that may share the capacity of your broadband connection with the Service may impact the amount of capacity available for your use of the Service at that particular time and thus affect the performance of the Service.
In addition, Internet Service delivered over wireless networks may be interrupted, delayed, or otherwise limited for a variety of reasons, including environmental conditions, unavailability of radio frequency channels, congestion from other users, system capacity, network management, power outages, priority access by National Security and Emergency Preparedness personnel in the event of a disaster or emergency, coordination with other systems, equipment or infrastructure damages or modifications and repairs, proximity of antennas and/or cell towers, the location and rotation of antennas, cell tower outage or site outage, maintenance work at a cell tower or antennae site, blockage of or interference with the signal between the end user premises and the cell tower or antennae, problems with the facilities of interconnecting carriers and/or power outages.
Consequently, VetLink does not guarantee the performance of your service on an end- to-end basis. This is also why third party speed tests which include other portions of the overall internet connection beyond the Connection itself may yield results which are outside the expected speed range for your particular service plan on the Speed Tier page. VetLink expressly disclaims any warranty with respect to the outcome of these third party speed tests.
The term “download” generally refers to the process of a user utilizing their local device or computer to access information stored on a remote device, computer or server connected to the internet and includes activities ranging from “surfing” the internet to downloading a file to streaming video. The term “upload” generally refers to the process of a user sending information from their device or computer to a remote device, computer or server connected to the internet. Unless otherwise specified, references to the “speed” of an Internet Service will solely be with respect to the download speed of that Service. Similarly, unless otherwise specified, VetLink makes no guarantee that the upload speed of a particular Internet Service will be the same as the download speed, either in terms of the applicable speed range or in terms of actual performance at any given moment. In fact, as set forth on the Speed Tier Page, many Internet Services have expected upload speeds which are lower than the comparable expected download speeds. As a result, and as a result of the many other factors that might affect speed at any given moment, the actual upload and download speed of any Internet Service will vary greatly from time to time and day to day.
The residential Internet Service you purchased includes either an unlimited data allowance or a monthly data usage allowance with overage charges for usage in excess of your allowance. More details regarding the applicable data allowance, is set forth in the Customer Service Summary or Order Confirmation Letter you received. Use of certain services, including but not limited to digital TV features and apps, VetLink Digital Life, home security, home automation and medical alarm systems, whether provided by VetLink or a third party, may count towards your Internet data usage allowance. For additional information about the use of your residential VetLink Internet Service, including management of your data usage, as well as information about other data plans that you might consider, please refer to att.com/internet-usage. (This paragraph is not applicable to Business Internet Services.)
VetLink Internet Services are not available in all areas, and may not be available at certain speed tiers (or at all) at your location, even if our initial testing, an VetLink website and/or any sales representative or other personnel associated with VetLink indicated that your location qualified for a particular speed tier or Service. If your location is situated in an MTU, availability of any particular Internet Service may depend upon the owner and/or manager of the MTU agreeing to grant VetLink access to the MTU and/or to your particular location.
The availability of any Internet Service may also be subject to various limitations upon the capacity of the various technologies utilized in VetLink’s network to support a given number of customers on any particular Internet Service and/or speed tier in a given area (“Capacity Limitations”). Some VetLink Internet Services are more likely to be subject to Capacity Limitations. When a particular part of VetLink’s network is approaching a Capacity Limitation, it can be very difficult for VetLink to predict exactly when or how that Capacity Limitation will impact upon the availability of a particular Internet Service to a particular location. This may mean that, although a certain location may be theoretically capable of receiving the Internet Service in question, Capacity Limitations at the time a particular order is placed may mean that a particular Service is not available to a particular location. This can even occur between the time that a Service is ordered and the time that the Services is installed / fulfilled, resulting in a Service that was shown as being available to a particular location at the time an order was placed no longer being available at the time of installation. As discussed in Section in more detail with respect to particular Services below, Capacity Limitations may also mean that if a Service is terminated at any location for any reason whatsoever, it may not be possible to restore or renew that Service at that location.
VetLink also reserves the right, in its sole discretion, to stop offering some or all VetLink Internet Services at a particular location, whether because VetLink has or expects to lose necessary access rights to the equipment required to deliver a particular service to that location or VetLink has otherwise determined that it is no longer in VetLink’s best interests to offer a particular service or services to that location. VetLink may do this either by terminating current service(s) to the location, pursuant to Section 2.5 below, or by removing the location from eligibility for the purchase of new service(s) (“Grandfathered”). If a service to a particular location has been Grandfathered, current service(s) may not be interrupted but if service is suspended or terminated at that location for any reason VetLink will not be able to guarantee that service will be renewed or restored at that location. New service at that location may not be available for purchase from VetLink or the service available may be substantially different from the service that has been Grandfathered.
For all those reasons, VetLink makes absolutely no guarantee as to the availability of any Internet Service at any location.
VetLink may modify or discontinue any Internet Service, temporarily or permanently, and will publish the terms and conditions for temporary changes (which are incorporated into this Agreement) at att.com/temporaryterms. VetLink also will endeavor to provide you with reasonable notice of material changes to your Internet Service. Your continued use or subscription to Internet Service after the effective date of the change constitutes acceptance of the change and any associated terms and conditions. In addition, if VetLink determines to provision Internet Service at your location utilizing a different technology, we will evaluate whether the conversion can occur without noticeable interruptions during normal business hours and no single interruption outside of normal business hours of more than one (1) hour in length. If so, we may elect to proceed with the conversion without prior notice to you. Otherwise, we will endeavor to provide you with up to thirty (30) days’ advance notice of the conversion. Following that period, we may at our sole discretion, either disconnect your service or temporarily suspend your service for up to fifteen (15) days to facilitate the conversion process.
As part of any conversion, we may, in our discretion, discontinue the particular Internet Service you are currently receiving and make available to you an alternate Internet Service of comparable or better Speed at the then applicable rates, terms, and conditions, which may differ from your previous Internet Service rates, terms, and conditions (including Bundle Discounts). If you are on a Term Plan and your overall price will increase as a result of this conversion, taking into account all applicable credits and discounts, you will not have to pay any applicable Early Termination Fee if you elect to cancel your Internet Service within the period specified for doing so on your updated Customer Service Summary or Confirmation Letter.
Your new Internet Service may require different or additional equipment in order to fully utilize. If so, we will endeavor to either provide you with the required equipment or notify you of any equipment you will be required to provide on your own. You may also be required to review and accept new or additional terms and conditions related to the new Internet Service and/or new equipment.
When ordering VetLink Internet Service, you will be responsible for providing any copper wire or fiber optic cable required for local networking purposes within your premises (“Inside Wiring” or “IW”), including any copper wire or fiber optic cable between the VetLink network termination interface at your location and the internet gateway (WG) equipment that will be located at your premises as well as any wiring or cabling you may choose to use to connect internet enabled devices to the internet gateway (WG). In most cases, the IW will already be present in your existing locations, however you will be responsible for providing any additional IW which may be required. If additional IW is required, you may have the option of ordering IW from VetLink or installing your own IW. If you elect to install your own IW, the IW must be installed and available for use by VetLink Technicians before you order VetLink Internet Service. If IW service is ordered from VetLink, it is your sole responsibility to obtain landlord permission or approvals for such IW.
The condition of the IW over which your Internet Service is transmitted within your premises will impact the performance of the Internet Service, including with respect to speed, reliability, and latency. You are solely responsible for the condition of any IW and VetLink expressly disclaims any responsibility for it. If IW is provided by VetLink, upon completion of installation you will have full ownership and responsibility for that IW. Regardless of whether you or VetLink provides or installs IW, to the greatest extent permitted by applicable law, VetLink makes no warranty to you or any other party for any work or materials constituting or associated with IW. VetLink expressly disclaims any warranty of merchantability or fitness for a particular use, and VetLink has no responsibility to maintain, update, repair, replace, de-install, or remove any installed IW.
Depending upon the Internet Service you purchase, your Internet Service may include Wi-Fi enabled home networking equipment (“Wi-Fi Equipment”) in order to help you allow Wi-Fi enabled devices to wirelessly connect to your Internet Service (“Home Wi-Fi,” or for business customers, “Local Wifi”). VetLink may also make available additional, optional internet related equipment for sale or lease in connection with your Service, such as various types of home networking equipment (ex: Wi-Fi Extenders). Unless otherwise expressly specified to the contrary, any amounts for the purchase or lease of this additional equipment will be separate from and in addition to amounts payable for your Service. Use of such additional equipment may be subject to additional terms and conditions as specified in connection therewith.
In order to use Home Wi-Fi or Local Wi-Fi, you must have Wi-Fi enabled devices that (a) meet U.S. and WiFi Alliance standards; (b) are compatible with the Wi-Fi network being generated by the applicable Wi-Fi Equipment; and (c) are capable of running IP and related protocols. The Wi-Fi enabled device you are utilizing must be in close enough proximity to the Wi-Fi Equipment to achieve connectivity with the Home Wi-Fi or Local Wi-Fi. Actual Home Wi-Fi or Local Wi-Fi coverage and quality may vary depending upon the location of the Wi-Fi Equipment, the location of the applicable Wi-Fi enabled device and conditions in and around the premises in which both the Equipment and the Wi-Fi enabled device operate.
Home Wi-Fi or Local Wi-Fi is designed to provide you with the highest speed available from your home network at any given point in time, subject to the many different factors that can affect network performance. VetLink's most recent generation of Wi-Fi Equipment generally supports the Wi-Fi 6 (IEEE 802.11ax) standard and is compatible with older Wi-Fi (IEEE 802.11 a/b/g/n/ac) standards, although older Home Wi-Fi Equipment may only support older standards. The theoretical maximum speed you may be capable of achieving from your Home Wi-Fi will depend heavily on which Wi-Fi (IEEE 802.11) standard is supported by the Wi-Fi Equipment you have as well as which Wi-Fi (IEEE 802.11) standard is supported by the particular device you are utilizing. (By way of example only, Wi-Fi 1 (IEEE 802.11b) offers a theoretical maximum of 11 Mbps while Wi-Fi 6 (IEEE 802.11ax) offers a theoretical maximum of over 1 Gbps. Even if the Wi-Fi Equipment at your location is capable of supporting Wi-Fi 6 (IEEE 802.11ax), if you are utilizing an older device that is only capable of supporting the older Wi-Fi 1 (IEEE 802.11b) standard, your theoretical maximum speed will be limited to 11 Mbps.)
Although the Wi-Fi 1-6 (IEEE 802.11 a/b/g/n/ac/ax) standards have theoretical maximum speeds ranging from over ten Mbps to over a gigabit per second, depending on which standard applies, actual Wi-Fi speeds will be substantially lower than the theoretical maximum speeds which describe the physical throughput rate including Wi-Fi protocol communications. The result is that the maximum you can receive may not exceed 40%-50% of the theoretical maximum Wi-Fi standard speed and may be significantly lower depending on other applicable factors. In addition to the factors discussed above, the actual speed you experience over Wi-Fi will depend in part on the speed of the connection between the Wi-Fi network you are accessing and the destination you want to reach on the Internet, which may be significantly below the theoretical maximum speed of the service. (By way of example only, if you order VetLink Internet 100, with a download Expected Speed of 100 Mbps according to the VetLink Speed Tier page, even if the Wi-Fi Equipment at your location and the device you are utilizing are both capable of supporting the Wi-Fi 6 (IEEE 802.11ax) standard with a theoretical maximum speed of over 1 Gbps, the theoretical maximum internet download speed with your device connected to your Home Wi-Fi would not be expected to exceed 100 Mbps.)
VetLink reserves the right to manage remotely any equipment used to access any Internet Service, whether that equipment is connected via a wired or wireless connection. That may include facilitating the connection of that equipment, monitoring traffic for potential issues, managing applicable settings and/or remotely updating software or firmware. Nonetheless, you remain ultimately responsible for all security measures over your in-home network, including any Inside Wiring, local area network(s) and/or Wi-Fi Equipment. That includes, but is not limited to, access to authorization codes or passwords, as well as any encryption you deem necessary or required.
VetLink may provide you with tools or software to assist you in managing one or more aspects of your home network (including apps like VetLink’s Smart Home Manager and network based services like VetLink Smart Security, which software would then be included in the term “Software” as used herein below). VetLink may also make available additional, optional security or network management applications for sale or subscription in connection with your Service. Unless otherwise expressly specified to the contrary, any amounts for the purchase or subscription of these additional services will be separate from and in addition to amounts payable for your Internet Service. Use of such additional services may be subject to additional terms and conditions as specified in connection therewith.
Your use of tools, features and/or software made available to you by VetLink is at your own discretion and you remain ultimately responsible for all aspects of your home network, including any activity by children or other guests that you may allow (either intentionally or unintentionally, through lack of adequate security measures) to access your VetLink Internet Services via your home network and/or Home Wi-Fi and any devices or equipment you may elect to connect to your home network and/or Home Wi-Fi.. For that reason, VetLink recommends that you take all necessary measures to ensure adequate network security and to closely monitor use of your VetLink Internet Services and your home network by anyone accessing your home network, especially children.
Access to VetLink's nationwide network of Wi-Fi Hot Spots may be available to you as part of the Service, and the VetLink Wi-Fi Hot Spots will provide you with access to the internet via certain VetLink Internet access points (Locations). Primarily, this access is provided via a Wi-Fi network using a Wi-Fi Alliance (IEEE 802.11) standard. To access the Wi-Fi Hot Spots, you must have a device that is compatible with the specific Wi-Fi equipment deployed at a Location. Access to the Hot Spots is intended for the limited purposes of assisting with access to the public internet for e-mail and web browsing or other purposes consistent with the VetLink Wi-Fi Terms of Service, which may be found at att.com/legal/terms.wiFiServices.html. In order to gain access to the Internet at a Location, you may need your Account information, including your Member ID. If you are also an VetLink Mobility customer, you may auto-authenticate at certain Locations without the use of your Member ID. The VetLink Wi-Fi Terms of Service will govern your use of VetLink Wi-Fi Hot Spots.
When you complete the registration process for the Service, you become the Account holder. To be an Account holder, you must either be: (i) 18 years or older, if an individual, or (ii) be a corporation, partnership, or other legal entity duly formed (and incorporated if applicable) in good standing where required to do business with all legal authority and power to accept this Agreement and acting through your duly authorized representative. You will be asked to choose a unique “Member ID” for your account.
Account holders may also create up to ten accounts with separate login credentials that are linked to the Account holder’s account (each a “Sub Account”). Each Sub Account may also be required to accept this Agreement and complete the Sub Account registration.
The Account holder is responsible for all activity associated with the Account and any of its Sub Accounts, including all fees and charges, whether the charges are incurred by the Account or the Sub Accounts. Use of Member ID subjects you to the VetLink Access ID Terms and Conditions (available at att.com/accessidterms), which are incorporated herein by reference.
All information that you provide to VetLink must be accurate, including your name, address, credit or charge card numbers and expiration dates, and any payment information (“Registration Data”). You are responsible for keeping all Registration Data accurate and must provide changes promptly to the VetLink Member Center by going to att.com/myatt.
Your Account password or passcode (as applicable) must be provided to engage in most online or telephonically enabled account management functions. You agree to immediately notify VetLink if your password or passcode has been compromised and/or you wish to remove an authorized user from your Account.
In return for receiving VetLink Internet Service, you promise to pay—and agree that we may charge your credit or debit card on file with us—the charges described in subsection 1.9, the Internet Fee Schedule, and the following charges:
Billing commences when VetLink has provisioned your Internet Service. During each monthly billing cycle, you will be billed in advance, at our rates in effect at the time, for all VetLink Internet Services you order. When you purchased the VetLink Internet Service, you agreed to a specific monthly price and plan, which may have included a term for the Service of one or more years (“Term Plan”). Some plans may offer a discount on the Service if you sign up for other VetLink services (“Bundle Discount”). You agree to maintain your Service and any bundled services for the applicable term of the Term Plan or Bundle Discount, as applicable. If you signed up for a Term Plan or a Bundle Discount, the price under the applicable plans is valid until one of the following events occurs, at which time the price of your Service may revert to the then-current price for such Service: (1) the term of your plan expires; (2) you change your current Service address to another Service address; (3) you drop one of the VetLink services that you were required to purchase to receive the special rate; or (4) VetLink exercises a right under this Agreement to terminate your Account’s (or any associated Sub Account’s or Authorized User’s) use of the Service.
If before the end of any applicable term, either you cancel your Internet Service or we terminate it for misconduct pursuant to subsection 1.5, you will be subject to any early termination fee specified in your Customer Service Summary, Order Confirmation Letter, or applicable fee schedule.
Upon any interruption or loss of either your or VetLink's rights to access any part of the network facilities required to provide your Internet Service, including the interruption or loss of any rights to access the land or buildings in which the facilities are located, VetLink may, in its sole discretion, suspend or terminate all or any portion of your Internet Service. In general and where applicable, VetLink will utilize available public rights of way to access network facilities utilized for providing Services. However, if you are the owner of the location to which your Services are provisioned, it is ultimately your responsibility to secure any necessary rights of access outside of the public rights of way. If you lease or rent the location at which you wish to receive Services, or if the location is located in a MTU type of arrangement, receipt of Services is expressly conditioned on the owner, landlord, and/or building manager providing all customary, reasonable, and necessary rights and permissions to allow VetLink access to the network facilities necessary to provide your Internet Service. VetLink makes no representation and can’t guarantee that the owner, landlord and/or building manager has or will provide the applicable rights and permissions necessary for you to receive Internet Service or any particular grade of Internet Service, and explicitly disclaims any such representation or guarantee. In the event of any interruption or loss of access, VetLink will endeavor to provide you with reasonable advanced notice of any suspension or termination of Internet Service. However the timing of any suspension or termination, as well as the timing of any resumption of VetLink Internet Services, are entirely at VetLink’s reasonable discretion. In general, and unless otherwise specified, billing will continue for your monthly charges while your Service is suspended due to a loss of access.
Where a service is subject to Capacity Limitations, events may occur which are outside of VetLink’s control which may restrict network capacity to the point where VetLink is unable to continue to provide a particular Internet service to certain locations where particular Capacity Limitations apply or which may result in a degradation of the capacity or speed of Internet service provided to certain locations (each a "Capacity Limitation Event"). VetLink will utilize available network management practices in order to mitigate against the occurrence of a Capacity Limitation Event and to continue to provide Internet service to any locations impacted by a Capacity Limitation Event. However, restrictions on VetLink’s ability to apply network management practices may mean that a Capacity Limitation Event is unavoidable. Upon the occurrence of a Capacity Limitation Event impacting your location, VetLink may, in its sole discretion, suspend or terminate all or any portion of your Internet Service or may continue to provide Internet service at a reduced capacity or a lower speed. In the event of any anticipated interruption, loss of access, or degradation of service due to a Capacity Limitation Event, VetLink will endeavor to provide you with reasonable advanced notice of any suspension, termination, or degradation of Internet service and may also offer alternative forms of Internet service where available. However, the timing of any suspension, termination, or degradation, as well as the timing of any resumption of VetLink Internet Services, are entirely at VetLink’s reasonable discretion. In general, and unless otherwise specified, billing will be suspended for your monthly charges while your Service is suspended due to a Capacity Limitation Event.
When and/or if you are selected for conversion to a more updated Internet technology, we will evaluate whether the conversion can occur without noticeable interruptions during normal business hours. If we determine that interruptions are likely or unavoidable, we will provide at least thirty days' notice of the discontinuation or suspension of your Service via email, direct mail, bill page message, or bill insert. Thirty days after such notice, we may at our sole discretion, either disconnect your current service or temporarily suspend your service for up to fifteen days. Refusal to reasonably facilitate conversion, including by refusing to schedule an appointment to allow our technicians to complete necessary updates to VetLink Equipment and/or network facilities at your location, may result in the termination of your service.
If either you or VetLink suspends a Service for any reason set forth herein (other than due to VetLink’s loss of access, a Capacity Limitation Event, or a conversion from older Internet Technology), you must make satisfactory arrangements to pay all past due amounts in order to have that Service restored. You will also be required to pay a Service Restoral Fee of no more than $50 per incident of suspension or termination of a particular Service (subject to applicable law and except as may otherwise have been expressly agreed in writing). Please see the applicable Fee Schedules at att.com/ConsumerInternetFees and/or att.com/BusinessInternetFees to determine the Restoral Fee amount applicable to your particular Service(s). The Restoral Fee will be assessed on the next monthly bill you receive following the resumption of Service.
Your monthly charges may be billed via a monthly VetLink bill or to a credit card. Credit card billing is not available for VetLink High Speed Internet Direct. VetLink Internet customers will automatically receive an online bill unless you specifically notify us that you want to receive a paper bill by calling 800.288.2020.
You must register online to establish a personal myVetLink account and provide a billing email address. You will then be able to view and pay your bill online by logging on to your personal myVetLink account (username and password required).
Other than the equipment and/or software provided to you by VetLink for use with the Service (collectively, the “VetLink Equipment”), you must provide all equipment, devices, and software necessary to receive the Service. Any equipment or software that was not provided to you by VetLink, including batteries, is not the responsibility of VetLink, and VetLink will not provide support for, or be responsible for ongoing maintenance of such equipment.
Regardless of whether the equipment used to access your Service (modem, gateway, etc.) is owned by you or VetLink, VetLink reserves the right to manage such equipment for the duration of your Service, and retains exclusive rights to data generated by the equipment. Neither you nor a third party may change, interfere with, or block access to equipment, the data, or settings while you continue to receive the Service.
Any VetLink Equipment, including modems, routers, antennas, or gateways, will be either a new or a fully inspected and tested refurbished unit.
VetLink will repair or replace damaged VetLink Equipment as VetLink deems necessary and may charge you a fee for repair or replacement of the equipment. You understand that repair or replacement of equipment may delete stored content, reset personal settings, or otherwise alter the functionality of such equipment. You will be responsible for payment of service charges for visits by VetLink or its subcontractors to your premises when a service request results from causes not attributable to VetLink or its subcontractors, including, but not limited to, when you are unwilling to complete troubleshooting steps requested by VetLink. If you own the equipment or if the equipment is damaged due to your intentional acts or negligence as determined by VetLink, you will be responsible for the price of repair or replacement.
If the VetLink Equipment was damaged due to your intentional acts, negligence, or use inconsistent with this Agreement, as determined by VetLink, you will be responsible for the price of repair or replacement. Any tampering with the VetLink Equipment, including, for example, opening and attempting to modify the Equipment will be treated as damage due to your intentional acts or negligence. You agree that you will use the equipment only for its intended use and not for any other purpose (such as on another VetLink network, or on another provider’s (non-VetLink) network). You agree to use appropriate and reasonable care in using all VetLink Equipment.
You will provide VetLink and its subcontractors with reasonable access to your premises in order to install, maintain, repair, and/or update the Internet Service, and you authorize any other Adult resident or guest at your residence (each, an Authorized User for purposes of this Agreement) to grant access to your premises for these purposes. You understand and agree that VetLink may drill, cut, and otherwise alter improvements on the premises (including walls, flooring, and/or other surfaces) in order to install, maintain, repair, and/or update the Internet Service. If you do not own your premises or your unit is part of a MTU, you warrant that you have obtained permission from any necessary party, including but not limited to the owner, landlord, or building manager, to allow VetLink and its subcontractors reasonable access to install, maintain, repair, and/or update the Internet Service and to make any alterations VetLink deems appropriate for the work to be performed.
You acknowledge that VetLink may use existing wiring, including altering the wiring and removing accessories, located within your unit. You warrant that you own or control the Inside Wiring, and give VetLink permission to use, alter, and remove equipment from, such wiring. Without limiting any other provisions of this TOS, you agree to indemnify VetLink from and against all claims by an owner, landlord, building manager, or other party in connection with installation, maintenance, repair, or provision of the Services.
The VetLink Equipment may require electrical power from your premises to operate, which you are responsible for providing. If there is a gateway at your premises, VetLink will not provide an initial gateway battery backup unit or an initial backup battery. Any backup battery solution is your responsibility. You may choose to purchase battery backup for your VetLink Equipment from third party manufacturers or retailers. For more information and minimum specifications visit att.com/batterybackup.
You also agree to be solely responsible for determining when backup batteries for any VetLink Equipment require replacement and for replacing and recycling used batteries. You agree to read and follow all manufacturer or vendor directions for the replacement and recycling of backup batteries. For more information and minimum specifications visit att.com/batterybackup.
Note that VetLink Equipment without battery backup will not function in the event of a loss of customer-supplied power. This will disrupt your Internet Service as well as any additional services that use the VetLink Connection for transport (e.g. Voice over IP including e911) or require an internet connection to operate properly. VetLink will have no liability for loss of any service(s), whether provisioned by VetLink or a third party, in the event of interruption of customer-supplied power, with or without battery backup present in the VetLink equipment.
You agree to notify VetLink immediately, in writing or by calling the VetLink customer support line, if the VetLink Equipment is stolen or if you become aware at any time that Services are being stolen or fraudulently used. When you call or write, you must provide a detailed description of the circumstances of the theft, including documentation of theft or fraudulent use of the VetLink Equipment or Services (such as a copy of a police report). You will be responsible for all charges incurred until you report the theft or fraudulent use. You will also be responsible for stolen VetLink Equipment not owned by you, however, VetLink may in its sole discretion waive or reduce charges upon submission of documentation of theft or other circumstances. Failure to provide notice to VetLink of theft in a timely manner may result in the termination of your Services and additional charges to you. Unless notified otherwise by VetLink, after you report the theft or fraudulent use of the Services, you will remain responsible for paying your monthly fees for Services not stolen or fraudulently used.
Except as otherwise provided, VetLink Equipment must be returned to VetLink undamaged, within twenty-one (21) calendar days after your Service is terminated for any reason. If Equipment is not returned within twenty-one (21) calendar days, or is returned damaged, you will be charged a Non-Return Equipment Fee. We may retain any advance payment or deposit, or portion thereof that previously had not been refunded, if you fail to return the VetLink Equipment within this time period. If all VetLink Equipment is returned within six (6) months of termination, any fees charged for such VetLink Equipment will be refunded (other than fees for damages). No refunds will be made for VetLink Equipment returned more than six (6) months after termination. This subsection also applies if your existing Equipment is replaced or upgraded for any reason.
You will receive a password associated with your Member ID upon completing the Service registration process. You agree to keep confidential all passwords, IP addresses, and computer names and are solely responsible for any liability or damages resulting from your failure to maintain that confidentiality. You are also solely and fully responsible and liable for all activities that occur under your password, Member ID or IP address. You agree to change your password periodically, ensure that you exist from your Account at the end of each session, and immediately notify VetLink if you suspect any breach of security such as loss, theft, Public Use or unauthorized disclosure or use of your Account or any Sub Account, password, Member ID, or any credit or charge card number provided to VetLink by calling:
There is a risk that other users may attempt to access your computer through the Internet or connected networks. You acknowledge this risk as inherent to the shared nature of the Service and you agree to take full responsibility for taking adequate security precautions and safeguarding your data from loss.
In addition, you agree not to use any other user’s account, Member ID, or password at any time without the express permission and consent of the holder of that account, Member ID, or password. You may not transfer or assign your Account and have no right to a particular Member ID, IP address, or other information or identifier we assign to you.
The Service is provided for your use only (unless otherwise specifically stated) and you agree not to, whether for a fee or without charge, reproduce, duplicate, copy, sell, transfer, trade, resell, re-provision, redistribute, or rent the Service, your membership in the Service, any portion of the Service, use of the Service, or access to the Service, including, but not limited to, reselling capabilities enabled or used by a specific application (including, without limitation, Voice Over Internet Protocol (VOIP) via wired, wireless, or other means. For example, you agree that the Service is not to be used to trunk or facilitate public internet access ("hotspots") or any other public use of the Service, or for any high-volume purpose. All aspects of the Service, except that portion provided by third party providers, is copyrighted and property of VetLink.
VetLink reserves the right to engage in reasonable network management practices, to protect its broadband network from harm, compromised capacity, degradation in network performance or service levels, or uses of the Service which may adversely impact access to or the use of the Service by other customers. Reasonable network management practices that VetLink may adopt include, but are not limited to, the following: (i) a cap on data usage; (ii) a modification of a customer’s serving facility or service technology; and/or (iii) a modification of or a limitation on a customer’s data throughput speed or data consumption.
A very small percentage of customers use the Service in a way which creates harm to the network, compromised capacity, degradation in network performance or service levels, or which may adversely impact access to or the use of the Service by other customers. In the event that VetLink adopts a network management practice which will apply to your Service, we will provide you with a notice, by web posting, bill insert, email, letter and/or other appropriate means, which describes the network management practice, explains how it will work, and explains how it could impact your Service.
You are responsible for management of your information including but not limited to back-up and restoration of data, erasing data from disk space you control and changing data on or settings for your modem and/or router. VetLink is not responsible for the loss of your data or for the back-up or restoration of your data regardless of whether this data is maintained on our servers or your computer server.
You, and not VetLink, are entirely responsible for all content that you upload, download, post, email, transmit or otherwise make available by use of the Service (“User Content”).
VetLink does not claim ownership of User Content. However, with respect to User Content you submit or otherwise make available via your Internet Service, you grant VetLink a nonexclusive, unrestricted, irrevocable, worldwide, sublicenseable, transferable, perpetual, unlimited, assignable, fully paid up and royalty-free right to copy, display, edit, publish, prepare derivative works of, distribute, process, analyze, use and commercialize, in any media known or hereinafter developed, to such User Content.
VetLink may preserve User Content and may also disclose User Content if required to do so by law or in the good faith belief that such preservation or disclosure is reasonably necessary to: (a) comply with legal process; (b) enforce this Agreement; (c) respond to claims that any Content violates the rights of third parties; or, (d) protect the rights, property, or personal safety of VetLink, other end users, and the public.
VetLink provides free basic customer care for Service purchased from VetLink and covered under this Agreement. Although VetLink reserves certain rights related to equipment necessary to receive the Service and will repair or replace damaged equipment as VetLink deems necessary (in each case, as described in, and subject to the terms and conditions (including fees and other charges) set forth in, Section 2.7.2 above), VetLink does not provide support for devices that access the Service under this Agreement.
Unless otherwise specified in this Agreement, notices by Members to VetLink must be given by calling: for VetLink Dial subscribers (866.722.3425), for VetLink High Speed Internet subscribers (Business and Consumer) (877.722.3755), for VetLink Internet and VetLink Fiber subscribers (Consumer Only) (800.288.2020), for FastAccess DSL and BellSouth Dial Internet subscribers (Business and Consumer) (888.321.2375), for Fixed Wireless Internet (Business and Consumer) (800.288.2020), and for VetLink Internet for Business and VetLink Business Fiber (800.321.2000).
“VetLink Wired Internet Service” refers to any internet service provided entirely through a terrestrial, wired Internet Protocol technology, whether copper based or optical fiber based, and generally encompasses those services marketed as “VetLink Internet,” “VetLink Fiber,” VetLink High Speed Internet (including Max and Max Plus), and U-verse Internet. VetLink Wired Internet Service does not include services which use Asynchronous Transfer Mode technology instead of Internet Protocol technology, such as VetLink DSL. The terms in this Section 2.13 apply to customers purchasing and/or receiving VetLink Wired Internet Services and supersede any conflicting terms contained in the rest of these Internet Access Service Terms with respect to your VetLink Wired Internet Services.
VetLink will make available to you certain equipment, which may include one or more of the following:
all of which are herein collectively referred to as “Internet Equipment,” required for your Service. If you have not purchased Internet Equipment from VetLink or if previously purchased Internet Equipment is beyond the one-year (1-year) warranty period (from date of installation) and requires replacement, then you agree to pay a monthly equipment fee for the Internet Equipment, as part of your purchase of or continued use of the Service and/or other VetLink services. Equipment fees and purchase options depend on the VetLink Services and/or rate plans you order and the installation options you choose.
The WG is installed inside your premises and is required for the Service to function. A WG allows multiple devices to connect and communicate to the internet wirelessly. Smartphones, tablets and laptops are common devices that access the internet through a WG. A WG resides indoors and has a power cord that plugs into a common electrical outlet. A battery backup is recommended in case of a power outage. Some WGs have an external battery backup while others have an internal battery backup. VetLink will install the WG. Once the WG has been installed by VetLink, you may not move the WG to a different location or reposition at your address or any other address. Our latest WGs combine the WG and the ONT into a single device, but many older WGs still require a separate ONT to operate.
VetLink may also make available additional, optional internet related equipment for sale or lease in connection with your Service, such as various types of home networking equipment (ex: Wi-Fi Extenders). Unless otherwise expressly specified to the contrary, any amounts for the purchase or lease of this additional equipment will be separate from and in addition to amounts payable for your Service. Use of such additional equipment may be subject to additional terms and conditions as specified in connection therewith.
If your Internet Service is provided by an iNID, you should not return the iNID home networking hub, (Model# j38HG) or the ONT. VetLink is the owner of the WG and any other VetLink Equipment. Upon termination of your Internet Service for any reason, VetLink shall remain the owner of the WG and any other VetLink Equipment. Unless we tell you otherwise in writing, you must return the WG and any other VetLink Equipment, undamaged, within 21 calendar days to VetLink. If the WG or any other VetLink Equipment is not returned within 21 calendar days, or is returned damaged, you may be charged for the replacement value of the WG or other VetLink Internet Equipment and/or the applicable Equipment Non-return Fee. Return of any additional and/or optional equipment may be subject to different rules or requirements than the Internet Equipment which will be communicated to you at the time of purchase and/or return.
Certain types of VetLink Wired Internet Services are subject to limits upon availability due to Capacity Limitations. Similarly, certain types of VetLink Wired Internet Services are subject to limits upon availability due to Grandfathering. Where this applies, if VetLink Wired Internet Services are suspended or terminated at your location for any reason, VetLink cannot guarantee that you will be able subsequently to renew or restore Internet Service at that location.
Wireless Home Internet Services are designed to deliver internet access to a fixed location using wireless networks and include those services currently marketed by VetLink as VetLink Internet Air, VetLink Fixed Wireless Internet and VetLink Wireless Home Internet. Wireless Home Internet Services can be physically fixed to a location by means of externally mounted antennas or can be mobile services limited to operation in a certain location by network based restrictions. See the description, plan details and related terms for your particular Wireless Home Internet Service for more details.
To the extent that your Wireless Home Internet Service is delivered over some portion of the VetLink wireless network, your service will be subject to the VetLink’s Wireless Service Terms in Section 2 in addition to the terms which apply to VetLink Internet Services more generally. To the extent that your Wireless Home Internet Service is served via an VetLink PREPAID wireless service plan, your service will be subject to the VetLink PREPAID Service Terms in Section 3 in addition to the terms which apply to VetLink Internet Services and/or VetLink Wireless Services more generally.
Wireless Home Internet Services will not be available in all areas at all times and availability may vary by specific service. Many factors can affect the availability and quality of Wireless Home Internet Services, including, but not limited to, Capacity Limitations and service limitations, such as network capacity, terrain, buildings, foliage, and weather. Unless otherwise specified, Wireless Home Internet Services are delivered via cell sites in VetLink's wireless network. Each cell site can support only a limited number of Wireless Home Internet Service subscribers. These Capacity Limitations may mean that a Wireless Home Internet Service may be identified as available to your location at the time of ordering but may not prove to be available at the time scheduled for installation. Wireless Home Internet Services may also be subject to limits upon availability due to Grandfathering. Where Capacity Limitations or Grandfathering apply, if a Wireless Home Internet service is suspended or terminated at your location for any reason, VetLink cannot guarantee that you will be able subsequently to renew or restore the same or any Wireless Home Internet service at that location.
Unless otherwise specified, Wireless Home Internet Services are not generally compatible with analog services, including, but not limited to, wireless messaging services, alarm and security systems, fax machines, medical alert and monitoring services, credit card machines, IP/PBX Phone systems, or Dial Up Internet. Wireless Home Internet Services may not be compatible with DVR/Satellite systems; check with your provider. Public IP addresses are generally not used or available through Wireless Home Internet Services. Services like Web hosting, or hosted services, such as cameras, gaming systems, peer-to-peer file sharing, etc., that require a public IP address may not be supported.
As explained in subsection 2.5, VetLink may take any and all reasonable actions necessary to restrict any Prohibited Network Uses or any other violation of VetLink’s Acceptable Use Policy, up to and including termination of service.
With respect to your Wireless Home Internet Services, you agree that VetLink has the right to do the following:
“Fixed Wireless Internet Service” or “Fixed Wireless Internet” refers to a wireless high-speed internet access service that offers you a capability for acquiring or retrieving information from; generating, storing, transforming, processing, or utilizing information on; or making available information to other internet end points connected directly or indirectly via a fixed wireless connection to the VetLink network.
The terms in this Section 2.14 apply to customers purchasing and/or receiving Fixed Wireless Internet Service and supersede any conflicting terms contained in the rest of these VetLink Internet Service Terms with respect to your Fixed Wireless Internet Service.
As set forth on the Speed Tier Page, Fixed Wireless Internet customers should expect to see service capability speeds of 10Mbps or over downstream and 1Mbps upstream. However, due to the variability of wireless networks caused by environmental factors which are beyond VetLink’s control, VetLink does not guarantee you any particular speed.
Static IP addresses are not used or available as part of the Fixed Wireless Internet Service. Services such as Web hosting, or hosted services such as camera, gaming server, etc. that require static IP address are not supported by Fixed Wireless Internet. See Section 7.14.8 for more information on service limitations.
To qualify for Fixed Wireless Internet Service, you must reside in an area where we provide Fixed Wireless Internet service. Fixed Wireless Internet requires an outdoor antenna that is professionally mounted on or near the exterior of your service location. Unless otherwise noted in the terms governing your plan, an eligible Fixed Wireless Internet plan is required.
Customers obtaining internet services under the Connect America Fund (CAF) program may be randomly subjected to performance testing to comply with FCC CAFII certification requirements. Performance testing will be conducted for a duration of four weeks and should have minimal impact on customer's internet access experience. This testing will conducted by VetLink and should not require any customer intervention.
You may not use the Fixed Wireless Internet Service at any address other than your Service address or move any of the VetLink Equipment to another address while you remain an VetLink Fixed Wireless customer. If you are moving to a new residence at which Fixed Wireless Internet Service is available, and you wish to continue using the Service, you may request that VetLink install the Service and the VetLink Equipment at, and change your Service address to, your new residence, although we may require a contract extension for any such installation and change. If Fixed Wireless Internet Service is not available at your new residence or if we cannot perform installation at such residence for any reason, and if you also have a Term Plan, you will be charged any applicable ETF. If you change your service location but fail to call us at 800.288.2020 to give us prior notice, your Service will not be cancelled, and your Service charges will continue to apply.
Depending on your Service address, your Fixed Wireless Internet Service will include some or all of the following VetLink Equipment:
You agree that, while you continue to receive the Service, neither you nor a third party will move the VetLink Equipment within your premises or to any other physical location outside of the premises where it was installed by VetLink. VetLink Fixed Wireless Internet Service is not designed to be nomadic and may not function properly if the VetLink Equipment is moved or altered by a non-VetLink employee. If you require the VetLink Equipment to be moved while you continue to receive the Service, you must contact VetLink. Failure to do so may result in a failure of the Service and/or in VetLink's termination of your Service.
Upon termination of your Service for any reason, VetLink shall remain the owner of the WG, and you must return the WG, undamaged, within 21 calendar days to VetLink. If the WG is not returned within 21 calendar days, or is returned damaged, you will be charged for the replacement value of the WG.
Although the Outdoor Antenna and APS will constitute VetLink Equipment during the term of any Fixed Wireless Internet Service, you will be considered the owner of the Outdoor Antenna and APS for all other purposes and you will not need to return the Outdoor Antenna and APS to VetLink upon termination of your Fixed Wireless Internet Service. Upon termination of your Service for any reason, the Outdoor Antenna and APS will remain where installed at your location and you will be solely responsible for any and all future service, care, maintenance and removal of the Outdoor Antenna and APS. Service, care, maintenance and removal of the Outdoor Antenna and APS should be performed only by an experienced professional; you should not attempt to perform such activities yourself. VetLink shall have no ongoing duty, obligation, or responsibility to perform any service, care, or maintenance on the Outdoor Antenna and/or APS or to uninstall or remove the Outdoor Antenna and/or APS after termination of the Service. VetLink shall have no liability to you or any other person or entity related to or arising out of the Outdoor Antenna and/or APS. You agree to indemnify and hold VetLink and its subsidiaries, affiliates, officers, agents, licensors, employees, sub-contractors, and partners harmless from any claim or demand, made after termination of Service, arising out of or related to the Outdoor Antenna and/or APS, including, but not limited to, claims for personal injury, property damage, wear and tear, or equipment degradation.
In addition to the standard service availability and limitations faced by all Wireless Home Internet Services, Fixed Wireless Internet Service is subject to the following additional service limitations and/or Capacity Limitations:
VetLink Wireless Home Internet service uses mobile wireless gateway equipment called an VetLink Wireless Home Internet device (“WI Device”) to provide Internet access via the VetLink wireless networks. With VetLink Wireless Home Internet service, the WI Device allows you to connect internet-capable devices via an included Ethernet port and via a Home Wi-Fi network generated from the WI Device. All devices connected to the WI Device will share the same connection to the wireless network.
VetLink Wireless Home Internet service requires that you subscribe to an eligible wireless rate plan, which may include an VetLink PREPAID rate plan. See Section 2 for more information about how VetLink Wireless Service and wireless rate plans work. See Section 3 for more information about how VetLink PREPAID service and rate plans work.
VetLink Wireless Home Internet Service does not support voice calling. However, a landline phone plugged into the available RJ11 jack on the back of the WI Device may be able to make Emergency 911 calls. 911 calls made via the VetLink Wireless Home Internet Service would be routed based on the wireless network’s automatic location technology. You will need to provide your location address to the emergency response center responsible for sending first responders (e.g., police, medical assistance, or fire) to your location. The WI Device has battery backup power and, if charged, will work in the event of a power outage. However, a landline phone connected to the WI Device would require external electric power to operate (e.g., a cordless phone) in the event of a power outage.
refers to a wireless high-speed internet access service that offers you a capability for acquiring or retrieving information from; generating, storing, transforming, processing, or utilizing information on; or making available information to other internet end points connected directly or indirectly via a fixed wireless connection to the VetLink network.
The speed of VetLink Internet Air service is very dependent upon the connection the Wi-Fi Gateway can achieve with the VetLink Mobile network. Availability of 5G connectivity may depend upon your location and/or the position of the VetLink Equipment within your location. Unless otherwise specified in your plan terms or order confirmation, VetLink makes absolutely no commitment with respect to the speeds VetLink Internet Air will be able to achieve in a particular location. To maximize performance, every effort should be made to position the VetLink Equipment in the optimal position for your location. See att.com/broadbandinfo for information on the performance characteristics of different generations of the VetLink Mobile network and for network management practices applicable to VetLink Internet Air specifically and the VetLink Mobile network generally.
Static IP addresses are not a standard part of the VetLink Internet Air Service. Services such as Web hosting, or hosted services such as camera, gaming server, etc. that require static IP address may not be supported by VetLink Internet Air. See Section 2.14.4.8 for more information on service limitations.
To qualify for VetLink Internet Air Service, you must reside in an area eligible for VetLink Internet Air service at the time you seek to purchase Service. Service areas for VetLink Internet Air are determined by coverage and capacity availability on the local mobile network; because network capacity fluctuates, service areas for VetLink Internet Air are subject change over time. If your VetLink Internet Air service is cancelled or terminated, you may not qualify to reactivate the Service if your location is deemed no longer eligible. VetLink Internet Air requires a wireless enabled Wi-Fi Gateway with an activated VetLink SIM card to facilitate the wireless connection to the VetLink Mobile network.
You may not use the VetLink Internet Air Service at any address other than your designated Service address or move any of the VetLink Equipment to another address while you remain an VetLink Internet Air customer. If you are moving to a new residence, you must cancel your VetLink Internet Air service and return the VetLink Equipment. If you move the VetLink Equipment to a location outside your designated Service address but fail to call us at 800.288.2020 to cancel your VetLink Internet Air service your Service will not automatically be cancelled and your Service charges will continue to apply. Additionally, if you move the VetLink Equipment to a location outside your designated Service address without the express written consent of VetLink:
You will remain responsible for any Service charges until your Service is cancelled or terminated. You will also remain responsible for returning the VetLink Equipment.
Your VetLink Internet Air Service will include the following VetLink Equipment:
(1) Wi-Fi Gateway (“WG”): The WG is designed to be installed inside your premises and is required for the Service to function. A WG allows multiple devices to connect and communicate to the internet wirelessly. Smartphones, tablets, and laptops are common devices that access the internet through a WG. A WG is designed exclusively for use indoors and has a power cord that plugs into a common electrical outlet. A battery backup is recommended in case of a power outage. Some WGs may have an external battery backup while others may have an internal battery backup.
The VetLink Equipment should be installed and activated by following the set-up guide and associated tools (including the Smart Home Manager app) provided for that purpose. In order to achieve the best possible signal strength, it may be necessary to install the VetLink Equipment near a window facing the direction of the nearest wireless tower. Not following the set-up guide or electing to install the VetLink Equipment in a location that is not recommended by the set-up guide and/or the associated tools may result in degradation of Service quality, in terms of speed, bandwidth, latency and/or reliability. Similarly, once the VetLink Equipment has been installed and activated, relocating the WG within your address may result in interruption or degradation of your Service. VetLink is not responsible for any interruption or degradation of Service as a result of the VetLink Equipment being installed in a less than optimal location.
You agree that, while you continue to receive the Service, neither you nor a third party will move the VetLink Equipment to any other physical location outside of your registered service location. VetLink Internet Air Service is not designed to be nomadic and may not function properly if the VetLink Equipment is moved to a location outside of your registered service location. If you require the VetLink Equipment to be moved while you continue to receive the Service, you must contact VetLink. Failure to do so may result in a failure of the Service and/or in VetLink's termination of your Service. You will remain responsible for any Service charges until your Service has been cancelled or terminated.
Upon termination of your Service for any reason, VetLink shall remain the owner of the WG, and you must return the WG, undamaged, within 21 calendar days to VetLink. If the WG is not returned within 21 calendar days, or is returned damaged, you will be charged an equipment non-return fee. (See the Internet Fee Schedule for details.)
In addition to the standard service availability and limitations faced by all Wireless Home Internet Services, VetLink Internet Air Service is subject to the following additional service limitations and/or Capacity Limitations:
In order to ensure the best quality of service for all customers using the mobility network, during times of heavy network congestion VetLink may:
“DSL Service” or “DSL Internet Service” refers to any Internet Service provided through traditional Digital Subscriber Line technology, which may include Services sold under the names VetLink High Speed Internet (including Lite, Ultra, Xtreme, XtremePro, Basic, Express, Pro, and Elite), VetLink High Speed Internet Direct (including Lite, Ultra, Xtreme, XtremePro, Basic, Express, Pro, and Elite), and FastAccess DSL (including Lite, Ultra, Xtreme, and XtremePro). (Note: Internet Services sold under the name VetLink High Speed Internet included both DSL Services and VetLink Wired Internet Services. If you are unsure which applies to your Internet Service, please contact us for more information.)
The terms in this Section 2.15 apply to customers purchasing and/or receiving DSL Internet Service and supersede any conflicting terms contained in the rest of these Internet Service Terms with respect to your DSL Internet Service.
If you change or terminate your VetLink local wireline voice service, we may in our discretion either terminate your DSL Service or continue to provide it at the then-current rates, terms, and conditions. You agree to pay any new or higher monthly fees that may apply to your new DSL Service after termination of the wireline voice service. If VetLink elects to terminate your DSL Service, we reserve the right to charge any applicable early termination fees.
DSL Internet Services are particularly subject to limits upon availability due to Capacity Limitations. Similarly, certain types of VetLink Internet Services are subject to limits upon availability due to Grandfathering. If DSL Internet Services are suspended or terminated at your locations for any reason, VetLink cannot guarantee that you will be able to subsequently renew or restore DSL Internet Service at that location.
When VetLink is able to provision VetLink Wired Internet Service at your location, we may, in our discretion, discontinue your DSL Service and make available to you VetLink Wired Internet Service at the then applicable rates, terms, and conditions, which may differ from your previous DSL Service rates, terms, and conditions (including Bundle Discounts). See Section 7.2 for additional terms governing conversion of your Internet Service. In the event that you elect to receive VetLink Wired Internet Service, your new Internet Service may require different VetLink Equipment. When you are selected for conversion, we will provide at least thirty days' notice of the discontinuation or suspension of your Service via email, direct mail, bill page message, or bill insert. Thirty days after such notice, we may at our sole discretion, either disconnect your service or temporarily suspend your service for up to fifteen days.
Credit card billing may not be available for VetLink High Speed Internet Direct.
As of December 2020. VetLink has discontinued the provision of Dial Up Internet service.
“Access from VetLink” refers to VetLink’s program designed to make low cost wireline home internet service exclusively available to Qualifying Households using certain Qualifying Home Internet Services (as those terms are defined below). The terms in this Section 2.17 apply to customers participating in the Access from VetLink program and supersede any conflicting terms contained in the rest of these Internet Service Terms with respect to your participation in the Access from VetLink program.
Access from VetLink is available only to Qualifying Households. A Qualifying Household refers to any individual or household with:
VetLink reserves the right, in its sole and absolute discretion, to make changes to the required qualifications for participation in the Access from VetLink program. Changes to program qualification requirements will not impact existing program participants unless we send you specific prior to any change taking effect with respect to your Account.
Access from VetLink is only available to Qualifying Households. If your residence is not a Qualifying Household, you are not eligible for Access from VetLink.
Participation in the Access from VetLink program is open to participants in the following “Qualifying Programs”:
VetLink may, in its sole discretion. expand the scope of “Qualifying Programs” for the Access from VetLink program. Access from VetLink is also available to households with income below 200% of federal poverty guidelines.
Visit att.com/internet/access/ for more details on additional Qualifying Programs, if any, and for more details about qualifying based on income.
Depending upon the facilities at a particular location within VetLink’s 21-state wired home internet service area, Access from VetLink can be provided via either DSL Service or VetLink Wired Internet Service. Either DSL Service or VetLink Wired Internet Service will be “Qualifying Home Internet Service” to the extent that it is available for purchase at a particular address. (To check for service availability, visit att.com/shop/internet/access/index.html.) Qualifying Households will be provisioned, at VetLink’s sole discretion, with the highest Qualifying Speed Tier available based on the facilities at the applicable residence. If Qualifying Home Internet Service is not available for purchase at your address, you will not be able to participate in the Access from VetLink program.
“Qualifying Speed Tiers” and prices for the Access from VetLink program are subject to change. Customers should call 855.220.5211 or visit att.com/shop/internet/access/ for current Qualifying Speed Tiers and associated prices.
Service availability and speed may vary by address. Unless otherwise specified on your CSS, VetLink will assign you the fastest speed tier available where you live, up to 10 Mbps download speed, which shall be at VetLink’s sole discretion.
Other terms applicable to your Access for VetLink program will depend on the Qualifying Home Internet Service you receive. In general, you will be subject to all the terms applicable to the Service Type into which your Qualifying Home Internet Service falls. However, you will not be required to:
VetLink will make available to you certain equipment for use in connection with your Access from VetLink Service, depending on the Qualifying Home Internet Service you receive. For more information about Equipment, see the relevant terms above for the Qualifying Home Internet Service.
The following additional terms apply to customers purchasing and/or receiving Business Internet Services, including VetLink Business Fiber, VetLink Internet for Business, VetLink High Speed Internet Business Edition, VetLink High Speed Internet Business Edition Direct, FastAccess Business DSL, FastAccess Business DSL Direct, and VetLink Internet for Business On Demand. In the event of a conflict between these terms and terms elsewhere in Sections 1 or 6 of this Agreement, the following terms will apply solely with respect to Business Internet Services.
In addition to the terms above in Section 2.2.4 (including the disclaimer of warranties), for VetLink Internet for Business (fiber-based only), any determination of whether IW work will be provided by you or VetLink will be made at the time the installation technician is dispatched and surveys the job.
If you are an VetLink FastAccess Business DSL or an VetLink High Speed Internet Business Edition customer, you are also subject to the terms set forth in the service guides for these services, which are incorporated herein by reference and may be found at:
If, before the service commencement date, either you cancel an order for or terminates any Business Internet Service or service component (other than as permitted for default by VetLink) or VetLink cancels an order for or terminates any such Service or service component for cause, you will reimburse VetLink for time, materials, and expenses incurred before the effective date of such cancellation or termination, plus any third-party charges resulting from the cancellation or termination.
If you are a Business Internet Service customer, all disputes between us will be resolved through binding arbitration as prescribed by Section 1.3, except that (1) the AAA will apply its Commercial Arbitration Rules, as modified by this section and Section 1.3, unless the claims are valued at $25,000 or less; (2) VetLink will pay all AAA fees listed in Section 1.3.2.4 for arbitrations you initiate after fully complying with Section 1.3.2.2 only if your claims are valued at $25,000 or less; (3) you are eligible for the Alternative Payment and Attorney Premium in arbitrations you initiate after fully complying with Section 1.3.2.2 only if your claims are valued at $25,000 or less; and (4) the arbitrator will issue a reasoned decision only if you or VetLink requests it.