These Terms of Service (the “Terms”) are the agreement between you and Waveie for Waveie internet service, Waveie Mobile service, the equipment we supply, and waveie.com. They apply from the moment you place an order, activate a gateway or a SIM, or use the service, whichever happens first.
They incorporate, and should be read with:
If a plan page and these Terms disagree about a price or a promotional condition, the order confirmation we send you is the version that governs your account.
If you do not agree to these Terms, do not use the service. Section 16 contains an arbitration agreement and a class action waiver that affect how disputes are resolved, and Section 13 limits our liability. Please read them.
You must be 18 or older and able to enter a binding contract. You must give accurate account, service-address and payment information, and keep it current. You are responsible for everything that happens on your account, including use by other people in your household.
Waveie service is sold to members. Membership costs one dollar, once, is charged on your first invoice, and is non-refundable except where Section 8 (the 14-day guarantee) applies. Membership does not expire while you hold active service. If every service on your account is cancelled and you later return, a new membership charge applies.
We do not run a hard credit check to open residential internet service. We may verify identity, screen for fraud, and check whether an address has an unreturned gateway or an unpaid balance from a prior account.
Waveie internet is a fixed wireless service. Your gateway connects over a commercial mobile network operated by our wholesale partners and delivers that connection to your home over Wi-Fi and Ethernet. It is not fibre, cable or DSL, and no physical line is run to the building.
Every speed we publish — on plan cards, in Broadband Facts, in the coverage checker and in marketing — is a typical or maximum figure, not a committed rate. Actual throughput at any moment depends on signal strength, distance from the serving cell, building materials, weather, how many people are using that cell, your own Wi-Fi, and your device. We do not offer a service level agreement on residential plans and we do not credit accounts for speeds below an advertised figure.
When a cell is congested, traffic is prioritised by plan.
| Plan | Priority | What that means in practice |
|---|---|---|
| Essentials | Deprioritised at all times | Data is unlimited and never hard-capped, but is served after higher-priority traffic whenever the cell is busy. Speeds can fall materially at peak hours. |
| Plus | Standard | Deprioritised only during congestion. |
| Ultra, Elite | Premium | Highest priority available to us. |
Our full network management disclosure is in the Acceptable Use Policy. We publish it because federal rules require broadband providers to disclose how they manage their networks.
Service depends on coverage at the address you give us and on capacity in that cell. A positive result from the coverage checker is an estimate, not a guarantee. We may decline or withdraw an order if, on inspection, the address cannot be served adequately.
Waveie supplies a 5G gateway with every internet plan. Read this section carefully — the gateway is the most valuable thing we put in your home and it is not yours.
The gateway, its power supply, any mesh extender we supply and any SIM fitted to it remain the property of Waveie at all times. No plan transfers ownership, however long you stay and whatever the plan page calls the equipment. You have a licence to use it for as long as you hold active service. “Included” on a plan page means no separate rental charge, not yours to keep.
If a gateway fails in normal use we replace it at no charge for as long as you hold active service. That is a repair-or-replace remedy, not a warranty of any particular hardware model; we may supply a different model of equal or better capability, new or professionally refurbished. Scheduled hardware refreshes are a plan benefit — every 36 months on Plus, every 24 months on Ultra and Elite — and are offered, not automatic.
When service ends for any reason you must return every piece of Waveie equipment within 21 days of the cancellation date, using the prepaid label we provide, in reasonable condition allowing for ordinary wear.
| Situation | Charge |
|---|---|
| Returned within 21 days, ordinary wear | None |
| Returned late but within 60 days | A late-return fee may apply |
| Not returned within 60 days | Unreturned equipment fee, up to the published replacement value of the model held |
| Returned with damage beyond ordinary wear, or opened / tampered with | Repair cost, up to the replacement value |
Current replacement values are published on the gateways page and quoted before any charge is raised. An unreturned-equipment charge is a recovery of our cost, not a penalty, and we will withdraw it if the equipment arrives afterwards in reasonable condition.
A LocalRoam Pass permits a gateway to be used away from the service address — in an RV, a camper, a second home. It does not change anything above: the gateway is still ours, coverage away from the service address is not guaranteed, and the address on file remains your registered location for E911 purposes until you update it (Section 6).
Your monthly rate is the rate shown when you ordered. Waveie prices residential internet all-in: the advertised monthly figure includes the taxes and fees we are able to include. Government-imposed charges that must be itemised, optional add-ons you choose, and the charges described in Section 4 are additional.
The advertised rate assumes Auto Pay. Turning Auto Pay off raises the rate by the published Auto Pay differential — $15/month on internet, $5/line/month on mobile. Annual plans are billed once for twelve months in advance at the published annual price; the Auto Pay differential does not apply to annual plans. Annual plans renew automatically at the then-current annual price unless cancelled before the renewal date, and we will give you notice before each renewal.
If a payment fails we may retry it, and we may suspend service after notice. Service suspended for non-payment may be restored once the balance is cleared; equipment is not reassigned during a short suspension but may be recalled if the account is closed.
Waveie will never raise your rate to increase its own margin. The only thing that can move your rate is a change in what our wholesale partners charge us to carry your traffic — and then only by the amount of that change.
In full:
The Price Promise applies to the base monthly rate of your plan. It does not apply to optional add-ons, to government charges, to plan changes you initiate, or to the equipment charges in Section 4.
Where any advertisement, plan page or summary describes the Price Promise more simply than this section does, this section governs.
Some gateways include an RJ-11 port for a landline handset. If you use Waveie voice service, read this section — federal rules require us to tell you plainly where 911 may not work.
Waveie voice is an interconnected VoIP service. It does not behave like a traditional copper phone line in an emergency.
911 calling may be unavailable, delayed, or routed to the wrong emergency centre if:
The address on your account is the registered location passed to emergency services. You must update it whenever the gateway moves. You can do so in myWaveie or by calling 888-212-WIFI, at any time and at no charge. If you travel with the gateway, update it at each place you settle.
By activating voice service you acknowledge that you have read and understood these limitations, that you will inform everyone in the household who may need to call 911, and that you will keep the warning label we supply on or beside the equipment. We keep a record of that acknowledgement, as the rules require.
We are not liable for any failure of 911 service arising from the circumstances above, except where liability cannot lawfully be excluded.
Waveie Mobile is a mobile virtual network operator service: it runs on a host carrier’s radio network under a wholesale arrangement. Everything in Section 3 about speeds, deprioritisation and coverage applies to it.
You may port a number in, and you may port it out. To port in, keep the number active with your old carrier until the transfer completes — cancelling first can lose the number permanently. To port out, you will need your Waveie account number and a transfer PIN, which you can generate in myWaveie. We will not unreasonably delay a port-out, and we do not charge for one.
Hotspot allowances are as published on the plan. International roaming, where offered, is a separate arrangement and may be suspended at any time. Data used abroad may be charged differently or barred.
Bundled mobile pricing requires an active Waveie internet service on the same account. If the internet service ends, mobile lines move to the published unbundled rate from the next billing cycle, with notice. There is no contract binding the two together and no penalty for dropping either.
New members may cancel within 14 days of activation for a full refund of the monthly charge, the ONE membership and any shipping paid. Return the equipment within 21 days under Section 4. The guarantee is once per account.
You can change plan at any time in myWaveie. Upgrades take effect immediately and are prorated; downgrades take effect at the next billing cycle. Changing plan ends any promotional rate tied to the old plan, and may change your equipment entitlement.
There is no contract term and no early termination fee on residential plans. Cancel in myWaveie or by calling 888-212-WIFI. Monthly service runs to the end of the paid cycle and is not prorated on cancellation, except where Section 5 (a rate increase) or Section 9 (termination by us) applies. Annual plans cancelled mid-term are refunded pro rata for whole unused months, less any promotional value already received.
Waveie reserves the right to suspend or terminate service, in whole or in part, at any time and for any reason it deems necessary, with or without prior notice.
Reasons include, without limiting the sentence above: breach of these Terms or the Acceptable Use Policy; non-payment; conduct that threatens the network, our staff or other customers; suspected fraud or misrepresentation; use of the service at an address or in a manner not permitted; the loss, expiry or change of a wholesale arrangement, spectrum right or regulatory authorisation on which the service depends; withdrawal of service from an area; or a legal or regulatory requirement.
We can end the relationship. If we end it and it was not your fault, you get your unused money back and a fair chance to send the gateway home.
What you attach to the gateway is your responsibility: your router if you use your own, your computers, cameras, TVs and smart-home equipment, and how they are configured and secured.
Ultra and Elite plans include subscriptions to third-party streaming services. These are benefits of the plan, not products we make.
Waveie, the Waveie wave mark, LocalRoam, ONE, waveie.com and the design, text, graphics, software and photography on this site are owned by Waveie or licensed to it. You may use the site to shop for, manage and get support on your service. You may not copy, scrape, frame, mirror or reuse it commercially, or use our marks without written permission.
Speedtest® and Ookla® are trademarks of Ookla, LLC, used under licence. HBO Max, Hulu, Disney+ and Netflix are trademarks of their respective owners. Use of a third-party mark on this site does not imply endorsement of Waveie by that owner.
Except where this cannot lawfully be excluded, and except for the equipment repair-or-replace remedy in Section 4, the service and the equipment are provided “as is” and “as available”, without warranties of any kind, express or implied, including any implied warranty of merchantability, fitness for a particular purpose, title or non-infringement.
We do not warrant that the service will be uninterrupted, error-free, secure, or free of outages, that it will reach any particular speed, or that it is suitable for any use where failure could cause harm — including medical monitoring, alarm and life-safety systems, or any application requiring continuous connectivity. Do not rely on Waveie as the only connection for a life-safety system.
To the maximum extent permitted by law:
Some states do not allow the exclusion of certain warranties or the limitation of certain damages, so parts of this section and Section 13 may not apply to you. Nothing here limits liability for fraud, for death or personal injury caused by negligence, or for anything else that cannot lawfully be limited.
You agree to indemnify and hold harmless Waveie, its officers, employees, agents and wholesale partners from claims, damages, losses and reasonable legal costs arising out of your use of the service, your breach of these Terms or the Acceptable Use Policy, your content, or your violation of any law or of the rights of a third party.
It requires most disputes to be resolved by individual arbitration rather than in court, and waives jury trial and class actions. You may opt out within 30 days.
Most problems are solved by a phone call. Before starting a formal proceeding, send us a written notice of dispute describing the problem and what you want. We have 60 days to resolve it, and either of us may use that period to reach a settlement.
If we cannot resolve it, any dispute arising out of or relating to these Terms or the service will be resolved by binding individual arbitration administered by a recognised arbitration provider under its consumer rules, rather than in court. The arbitrator decides all issues except that a court decides whether this section is enforceable.
Claims may be brought only in an individual capacity, not as a plaintiff or class member in any class, collective, consolidated or representative proceeding. If this waiver is held unenforceable as to a particular claim, that claim proceeds in court and the rest of this section still applies to the remaining claims.
You may reject this arbitration agreement by writing to us within 30 days of first accepting these Terms, giving your name, service address and account number and saying clearly that you opt out of arbitration. Opting out does not affect any other part of these Terms and will not affect your service.
We may change these Terms. If a change is material — anything that meaningfully reduces what you get or increases what you owe — we will give you at least 30 days’ notice by email or in myWaveie before it takes effect, and the current version will always be posted here with its effective date.
Continuing to use the service after a change takes effect means you accept it. If you do not accept a material change, you may cancel under Section 8 without penalty. A change to these Terms is not by itself a rate increase; rate increases are governed by Section 5.
Waveie — Customer Care
Telephone: 888-212-WIFI (888-212-9434)
Online: waveie.com/support
For abuse reports see the Acceptable Use Policy. For privacy requests see the Privacy Policy.