Q LINK Wireless™ Terms and Conditions of Service
Please read these Q LINK Wireless LLC (“Q LINK Wireless”) Terms and Conditions of Service carefully. These Q LINK Wireless Terms and Conditions of Service are a legally binding agreement between you and Q LINK Wireless. They contain important information about your legal rights and require that certain disputes be resolved through arbitration instead of a court trial. Q LINK Wireless reserves the right to change or modify any of these Q LINK Wireless Terms and Conditions of Service at any time and at its sole discretion. Q LINK Wireless may modify or cancel any Q LINK Wireless Service or take corrective action at any time without prior notice and for any reason, including but not limited to your violation of these Terms. Any changes or modifications to these Q LINK Wireless Terms and Conditions of Service will be binding upon you once posted on the Q LINK Wireless website. You should check the Q LINK Wireless website regularly for updates to these terms. If You disagree with any item contained herein, please immediately discontinue use of the services and contact Q LINK Wireless Customer Support at 1-855-754-6543 to terminate service.
By enrolling in the Q LINK Wireless Lifeline Program (the “Q LINK Wireless Lifeline Program” or “Q LINK Lifeline Program”) and by using the Q LINK Wireless Lifeline Service (the “Q LINK Wireless Lifeline Service” or “Q LINK Lifeline Service”), or Q Link Wireless Emergency Benefit Program (EBB) /Affordable Connectivity Program (ACP), you (“You”), the participant, acknowledge and agree to the following terms and conditions:
1. Q LINK WIRELESS LIFELINE PROGRAM, EMERGENCY BROADBAND BENEFIT PROGRAM AND AFFORDABLE CONNECTIVITY PROGRAM DESCRIPTION
Lifeline Service is funded by the Universal Service Fund (“USF”) program and administered by the Universal Service Administrative Company (“USAC”). In order to qualify for enrollment in the Q LINK Wireless Lifeline Program, a person must meet certain eligibility requirements set by each state where the Q LINK Lifeline Program is offered. These requirements are based on a person’s participation in a state or federal assistance program(s) or by meeting certain income requirements based upon the Federal Poverty Guidelines as defined by the U.S. Government. For full details on Lifeline Eligibility visit https://qlinkwireless.com/members/lifeline-eligibility.aspx.
Federal law limits the availability of the Q LINK Lifeline Program. The Q LINK Lifeline Program allows one (1) enrollment per “household,” meaning each household is permitted one wireless or wire line account. Separate households that live at the same address are eligible, including residents of homeless shelters and nursing homes, for example. Residents with temporary addresses are also eligible.
Applicants for the Q LINK Lifeline Program must complete an application form, provide supporting documentation stating that they meet the eligibility requirements, and certify, under penalty of perjury, that they:
- Are eligible for and currently receive benefits from the federal assistance program(s) identified in the application form or qualify based on income.
- Do not currently receive Lifeline service from another provider and their household is not currently receiving a Lifeline benefit.
- Agree to cancel their current household Lifeline Program with any other provider in order to enroll in the Q LINK Lifeline Program, if already participating in a Lifeline program.
- Will notify Q LINK Wireless by calling 1-855-754-6543 if and when they no longer qualify for any of the federal assistance programs identified in their application form.
- Will notify Q LINK Wireless of any change of address by calling 1-855-754-6543 within thirty (30) days of moving.
- Reviewed the information contained in their application and certify that it is true and correct to the best of their knowledge and beliefs.
- Certify eligibility to receive Lifeline benefits and will notify Q LINK Wireless if and when no longer qualified.
- Authorize Q LINK Wireless or its duly appointed representative to apply for Lifeline services on the applicant’s behalf and provide any and all information related to the application— including but not limited to all personal information utilized during the application process including name and address—to federal and state government agencies, social service agencies, USAC and/or its agents, or any other agency requiring this information for processing of the applicant’s Lifeline Assistance application.
Applicants who do not meet the eligibility requirements will receive written notification via U.S. Mail or email of the reason for their non-eligibility. Upon enrollment in the Q LINK Lifeline Program, you will be qualified to participate for up to one (1) year unless you no longer qualify as an eligible subscriber, or you do not use the service for thirty (30) days or more. To continue your enrollment in the Q LINK Lifeline Program after the initial year, you must verify annually that you are qualified for continued enrollment in the Q LINK Lifeline Program as required by the Federal Communications Commission, your state Public Service Commission, Public Utility Commission, or other agency administering the Q LINK Lifeline Program in your state. Q LINK Wireless will also conduct verification checks according to each state’s rules. If Q LINK Wireless determines during its verification check, or at any other time, that a customer fails to continue to qualify for the Q LINK Lifeline Program, such customer will immediately be deemed ineligible to participate in the Q LINK Lifeline Program, will be de-enrolled from the Q LINK Lifeline Program, and will no longer receive support through the Lifeline Program. Q LINK Wireless Customers who are no longer eligible (for any reason) for enrollment in the Q LINK Lifeline Program must immediately notify Q LINK Wireless that they no longer meet the eligibility requirements for enrollment. A Q LINK Wireless customer’s enrollment may also be cancelled upon the request of a state and/or federal authority.
By choosing Q Link Wireless as your Lifeline Provider, I am consenting to obtain service with Q Link Wireless. I understand that my commitment to Q Link Wireless does not stop my Lifeline benefits from being transferred to another provider with my consent.
I understand I may independently obtain service for the Lifeline benefit from any provider, and I don't have to get both services from the same provider.
If my services get transferred to another provider, I agree for Q Link Wireless to contact me via SMS message and/or email to confirm that I requested the transfer of the service benefit. If I do not respond to confirm the service transfer within 24 hours, I authorize Q Link Wireless to keep my Q Link Wireless service and consent Q Link Wireless to transfer my Lifeline service benefit back to Q Link Wireless I understand that I can cancel at any time by contacting Q Link Wireless customer support department at 855-754-6543.I further understand if I received a company subsidized Smartphone and cancel or transfer my services prior to 120-days to another provider I will be responsible for the cost of the Smartphone that I received
By enrolling with Q Link Wireless, I:
- agree to the full Terms and Conditions provided electronically regarding my Q Link Wireless service. (I acknowledge that I can also view these at https://qlinkwireless.com/terms/).
- authorize my electronic signature as my written signature.
- authorize Q Link Wireless to use my electronic signature as my agreement for a 120-day commitment to Q Link Wireless.
- understand and accept the Terms and Conditions. If I decide to withdraw from this agreement, I must contact Q Link Wireless’s customer support team Toll-Free at +1 (855) 754-6543.
Q LINK Wireless reserves the right to cancel the enrollment of any customer and/or permanently deactivate any customer’s Q LINK Wireless phone for fraud, misrepresentation, or other misconduct as determined solely by Q LINK Wireless. While participating in the Q LINK Lifeline Program, a customer shall not sell, rent, give away, or in any way allow another person to use the Mobile Device or Q LINK Lifeline Service provided to him/her by Q LINK Wireless. IT IS A VIOLATION OF FEDERAL AND STATE LAW TO SELL OR GIVE AWAY THE Q LINK Wireless PHONE OR Q LINK SERVICE PROVIDED TO YOU BY Q LINK Wireless to someone outside your Household. Any violation of this prohibition will be reported to the appropriate legal authorities for prosecution. In addition, if Q LINK Wireless determines, at its sole discretion, that a Q LINK Wireless customer has violated these prohibitions, Q LINK Wireless will then permanently de-enroll the customer from the Q LINK Lifeline Program, their phone will be permanently deactivated, and the customer’s personal information will be permanently flagged so that the customer may not re-enroll in the Q LINK Lifeline Program in the future. If you have any questions, concerns, comments, or complaints regarding the Q LINK Lifeline Program or Lifeline Service, offerings, or products, please call Q LINK Wireless Customer Support at 1-855-754-6543. You may also contact your state’s Public Service Commission/Public Utility Commission.
Q LINK WIRELESS™ –EMERGENCY BROADBAND BENEFIT OFFERS
The Federal Communications Commission (FCC) announced in late November of 2021 that on 12/30/2021 at 6:00 p.m. EST the Emergency Broadband Benefit (EBB) program will transition to the Affordable Connectivity Program (ACP). A 60-day transition period applies for those customers enrolled in the EBB as of that date to continue receive their benefits, this period will end on March 1, 2022. Subscribers will receive additional information if action is needed to retain their benefits.
THE EMERGENCY BROADBAND BENEFIT (EBB) PROGRAM BECOMES THE AFFORDABLE CONNECTIVITY PROGRAM (ACP) ON DECEMBER 31, 2021
On December 31, 2021, the Federal Communications Commission (FCC) is changing the name of the Emergency Broadband Benefit (EBB) Program to the Affordable Connectivity Program (ACP). Customers enrolled in Q Link’s EBB service before that date will continue to receive their $30 EBB discount during a 60-day transition period, which will last from December 31, 2021, to March 1, 2022. After the transition period, EBB customers will be able to access the new $30 ACP discount plus additional discounts for approved Lifeline customers. EBB customers may switch their service offering at any time. EBB subscribers who qualified for the EBB through eligibility criteria that are not applicable to the ACP will be required by the FCC to demonstrate their eligibility using the ACP criteria before the end of the transition period. EBB subscribers will receive additional information if they are required to take additional steps to retain their benefit on March 1, 2022. Our updated Terms and Conditions will apply to all EBB/ACP subscribers beginning on December 31, 2021.
Existing Lifeline subscribers and other eligible consumers can enroll in the ACP and receive Q Link’s FREE Unlimited Talk, Text and Data service and a discounted connected device beginning at 6pm/ET on December 31, 2021. Our updated Terms and Conditions will apply.
1. EMERGENCY BROADBAND BENEFIT
The Emergency Broadband Benefit or EBB Program is a limited-time program that provides discounts on monthly broadband Internet access service up to $50 (or up to $75 per eligible households on Tribal lands) and up to $100 on certain connected devices. EBB Program discounts are funded by the US Government’s Coronavirus relief effort and administered by the Federal Communications Commission (FCC). This is a supplemental plan that is separate from the US Government’s Lifeline program. If you elect to participate in the EBB Program, our Lifeline and EBB benefits will be applied so you receive UNLIMITED Data, talk & text for FREE every month while the program remains open. Our standard terms and conditions apply.
The Emergency Broadband Benefit monthly service and device discounts are non-transferrable. An eligible household is limited to one monthly service discount and one device discount. You may continue to receive your current Lifeline plan without enrolling in the EBB Program. Eligible subscribers may obtain EBB-supported broadband service from any participating provider of their choosing and a subscriber can transfer their Emergency Broadband Benefit to another provider at any time. We will transmit your consent to participate in the EBB program and all information necessary to verify your identity and eligibility and to complete your EBB enrollment to the Universal Service Administrative Company.
By opting-in below, you authorize Q Link, for the purpose of applying for, determining eligibility, enrolling in and seeking reimbursement of EBB service and device benefits, to collect, use, share and retain your personal information, including but not limited to information required for the purpose of establishing eligibility for and enrolling in the Lifeline program, and including, but not limited to, full name, full residential address, date of birth, last four digits of social security number, telephone number, eligibility criteria and status, the date on which the EBBP service discount was initiated and if applicable, terminated, EBBP connected device distribution date/type/make and model/status, usage status and other compliance requirements, the amount of support being sought for the service and/or device, and information necessary to establish identity and verifiable address, to the Universal Service Administrative Company (USAC) to ensure proper administration of the EBBP service and/or connected device benefits.
You also agree that any state, local, Tribal government, school, or school district, may share information about my receipt of benefits that would establish eligibility for the EBBP, and that such information will be used only to determine EBB eligibility. Failure to provide this FCC mandated consent will result in you being denied the Emergency Broadband Benefit service and/or the connected device benefits.
Q Link Wireless will apply your Lifeline and EBB discounts to make Q Link’s UNLIMITED Data, Talk and Text Plan for FREE. This promotional limited-time offer includes Q Link’s UNLIMITED High Speed Data Bundle which is FREE after application of Lifeline and EBB discounts and company contribution, if applicable. Nationwide 4G LTE/5G service is available, subject to the capabilities of your device.
Q Link Wireless will make available tablets with webcam, microphone, and Wi-Fi capability to Qualified EBB subscribers for a $10.01 co-pay after applying an EBB device credit of $99.99. Once your order has been placed, tablet shipments may take up to six to eight weeks to deliver based on availability. You will receive your bill after your tablet is shipped and delivered Q Link Wireless will email your invoice to you, so that you may pay your co-pay. Payment is due within thirty (30) days. The FCC does not allow this amount to be subject to company credits that you may earn for purchases, and it is not subject to general or universal waiver. This is a limited-time promotional offer subject to product availability, as operated by the FCC.
The EBB shares the same qualifying eligibility programs as Lifeline – participation in SNAP, Medicaid, SSI, Federal Public Housing Assistance, Veterans and Survivors Pension Benefit Fund, and income at or below 135% of the federal poverty level. For a limited time determined by the FCC, unemployment may qualify you for Lifeline and the EBB. Program eligibility will be determined for the FCC by Universal Service Administrative Company’s National Verifier and National Lifeline Accountability Database, or an alternative verification process approved by the FCC. For more information about this program please visit www.fcc.gov/broadbandbenefit.
Chat or call us at 611 or 1 (855) 754 -6543.
Q LINK WIRELESS™ –AFFORDABLE CONNECTIVITY PROGRAM
These Terms and Conditions govern your participation in the Affordable Connectivity Program (ACP) and include required disclosures and eligibility information. Our standard terms and conditions also apply. In the event the ACP Terms and Conditions and the standard terms and conditions conflict, the ACP Terms and Conditions control.
1. AFFORDABLE CONNECTIVITY PROGRAM
The Affordable Connectivity Program or ACP is a program that provides low-income household discounts on monthly broadband service up to $30 (or up to $75 per eligible households on Tribal lands) and up to $100 on connected internet devices. ACP discounts are administered by the Federal Communications Commission (FCC). This is a supplemental plan that is separate from the US Government’s Lifeline program. If you elect to participate in the ACP, our Lifeline and ACP benefits will be applied so you receive UNLIMITED Data, talk & text for FREE every month. Our standard terms and conditions apply. This program replaces the Emergency Broadband Benefit (EBB) which transitions to the ACP on December 30th of 2021 at 6:00 p.m. EST. A 60-day transition period applies to those customers enrolled in the EBB to continue receive their benefits. This period ends on March 1, 2022, and at that time subscribers will transition to ACP benefits. Subscribers will receive additional information, if any action is needed, to retain their benefits.
The ACP monthly service and device discounts are non-transferrable. An eligible household is limited to one monthly service discount and one device discount. You may continue to receive your current Lifeline plan without enrolling in the ACP. Eligible subscribers may obtain ACP supported broadband service from any participating provider of their choosing and a subscriber can transfer their ACP benefit to another provider at any time. You may cancel at any time by calling us at 1 (855) 754 - 6543.
By choosing Q Link Wireless as your ACP (Affordable Connectivity Program) Provider I am consenting to obtain service with Q Link Wireless. I understand that my commitment to Q Link Wireless does not stop my ACP benefits from being transferred to another provider with my consent.
I understand I may independently obtain service for the ACP benefit from any provider, and I don't have to get both services from the same provider.
If my services get transferred to another provider, I agree for Q Link Wireless to contact me via SMS message and/or email to confirm that I requested the transfer of the service benefit. If I do not respond to confirm the service transfer within 24 hours, I authorize Q Link Wireless to keep my Q Link Wireless service and consent Q Link Wireless to transfer my ACP service benefit back to Q Link Wireless I understand that I can cancel at any time by contacting Q Link Wireless customer support department at 1 (855)-754-6543. I further understand if I received a company subsidized Smartphone and cancel or transfer my services prior to 120-days to another provider I will be responsible for the cost of the Smartphone that I received
By enrolling with Q Link Wireless, I:
- agree to the full Terms and Conditions provided electronically regarding my Q Link Wireless service. (I acknowledge that I can also view these at https://qlinkwireless.com/terms/).
- authorize my electronic signature as my written signature.
- authorize Q Link Wireless to use my electronic signature as my agreement for a 120-day commitment to Q Link Wireless.
- understand and accept the Terms and Conditions. If I decide to withdraw from this agreement, I must contact Q Link Wireless’s customer support team Toll-Free at +1 (855) 754-6543.
- am limited to one affordable connectivity program benefit transfer transaction per service month, with limited exceptions for situations where the I seek to reverse an unwanted transfer, or I am unable to receive service from a specific provider.
By subscribing or opting-in to Q Link Wireless’s ACP supported services, you authorize Q Link Wireless to enroll you in and seek reimbursement for ACP service and device benefits provided to you by Q Link. You also authorize Q Link Wireless to collect, use, share and retain your personal information, including but not limited to information required for the purpose of establishing eligibility for and enrolling in the Lifeline and ACP programs, and including, but not limited to, full name, full residential address, date of birth, last four digits of social security number, telephone number, eligibility criteria and status, the date on which the ACP service discount was initiated and if applicable, terminated, ACP connected device distribution date/type/make and model/status, usage status and other compliance requirements, the amount of support being sought for the service and/or device, and information necessary to establish identity and verifiable address, to the Universal Service Administrative Company (USAC) to ensure proper administration of the ACP service and/or connected device benefits.
You also agree that any state, local, Tribal government, school, or school district, may share information about my receipt of benefits that would establish eligibility for the ACP, and that such information will be used only to determine ACP eligibility. Failure to provide this FCC mandated consent will result in you being denied the Affordable Connectivity Program service and/or the connected device benefits.
Q Link Wireless may contact you to validate your eligibility for or desire to participate in Q Link Wireless’s ACP offers and other products and services via email, telephone, or text messaging. Text messaging and data rates may apply. Consent for calls and texts is optional and can be revoked at any time.
Q Link Wireless may apply your Lifeline, EBB, ACP, and any company discounts to make Q Link Wireless’ UNLIMITED Data, Talk and Text Plan FREE. This promotional offer includes Q Link’s UNLIMITED High Speed Data Bundle which is FREE after application of Lifeline and ACP discounts and company contribution, if applicable. Nationwide 4G LTE/5G service is available, subject to the capabilities of your device.
Your service plan terms and conditions may limit the amount of high-speed data included with your service plan and the actual speeds you will achieve while using our broadband services. Other factors, including your device, network availability from our underlying carrier, your proximity to cellular towers, and environmental factors, may affect speeds.
Account Activity Requirement
To continue receiving your ACP service with Q Link Wireless, you must make or answer a voice call or send a text message, use data, purchase minutes, or respond to direct contact from Q Link Wireless at least once during any 30-day period.
Connected Device Offer
Q Link will make available tablets with webcam, microphone, and Wi-Fi capability to qualified ACP subscribers for a $10.01 co-pay after applying an ACP device credit of $99.99. Once your order has been placed, tablet shipments may take up to six to eight weeks to deliver based on availability. Qualifying customers will be notified of device shipment. You will be required to pay the $10.01 co-pay before your tablet is shipped. The FCC does not allow this amount to be subject to company credits that you may earn for purchases, and it cannot be waived. This is a promotional offer subject to product availability. This is a limited-time promotional offer subject to product availability, as operated by the FCC. All tablet sales are final and non-refundable.
Customers may have one ACP and one Lifeline benefit per household. Your Lifeline benefit and ACP can be combined and applied to the same service plan. You are not required to opt-in to the ACP, and you can continue to receive your Lifeline service without enrolling in the ACP. You may choose to take ACP benefits from a service provider other than your existing Lifeline provider.
Emergency Broadband Benefit Subscribers
These terms and conditions apply to subscribers who are enrolled in Q Link Wireless’s EBB services as of 6:00 PM Eastern Time on December 30, 2021.
The FCC is phasing out the EBB and replacing it with the ACP beginning on December 31, 2021. Eligible subscribers who are enrolled in Q Link Wireless’s EBB Services as of 6:00 PM Eastern Time on December 30, 2021, will continue to receive Services with their EBB program discount of $30 per month during a 60-day transition period, which lasts from December 31, 2021, to March 1, 2022. The discount amount available to subscribers who are enrolled in the ACP after the transition period will be up to $30 per month. Beginning December 31, 2021, EBB customers may switch their service plan at any time. EBB subscribers who qualified for the EBB through eligibility criteria that are not applicable to the ACP will be required by USAC to demonstrate their eligibility in the National Verifier to receive an ACP benefit using the ACP criteria before the end of the transition period. EBB subscribers will receive additional information if they are required to take additional steps to transition to the ACP benefit on March 1, 2022.
We will notify you if the FCC announces the end or change on the ACP program or if we end our promotional FREE ACP service offer. Your service will then revert to receiving the standard FREE Lifeline plan if you are still eligible for lifeline. You may also choose to keep this UNLIMITED plan but will be subject to the standard rates available at that time. Our standard terms and conditions will apply.
The ACP shares the same qualifying eligibility programs as Lifeline – participation in SNAP, Medicaid, SSI, Federal Public Housing Assistance, Veterans and Survivors Pension Benefit, and income at or below 200% of the federal poverty level. Program eligibility will be determined for the FCC by Universal Service Administrative Company’s National Verifier and National Lifeline Accountability Database, or an alternative verification process approved by the FCC. For more information about this program please visit www.fcc.gov
Chat or call us at 611 or 1 (855) 754 - 6543.
Special promotion and offers:
FREE Phone Promotion
The FREE Phone promotion is subject to the following Terms and Conditions: (1) Only available for ACP participants that have not used their ACP Device Discount Benefit before; (2) A one-time contribution of $10.01 for the Tablet copayment is required; (3) Customers have to successfully complete their phone number transfer to Q Link within 5 to 10 days of starting the port in number process; (4) This offer can’t be combined with other promotions, offer and/or discounts. This offer is non-refundable, non-transferable, no cash value and subject to any change without previous notification; (5) Offer valid for new customers after 10.12.2022 and within 30 days of receiving their first SIM card from Q Link Wireless, this also applies if a SIM Card replacement is requested within the first 30 days of service; (6) Customers have 35 days to select an offer if no selection was completed during the enrollment process; (7) Offer available for customers who have not purchased or acquired a previous device or discount with us in the past, and the phone number is compatible to be transferred and has not been a Q link Wireless number before. (8) Offer only available for customers who complete the port-in number process online. Free phone models can vary based on availability and company inventory.
$50 Off Selected Phones Promotions
The $50 Off Selected Phone promotion is subject to the following Terms and Conditions: (1) Only available for selected phones; (2) This offer can’t be combined with other promotions, offer and/or discounts; (3) This offer is non-refundable, non-transferable, no cash value and subject to any change without previous notification; (4) A one-time contribution of $10.01 for the Tablet copayment is required. (5) Only available for ACP participants that have not used their ACP Device Discount Benefit before.
2. ACTIVATION AND USE OF YOUR Q LINK WIRELESS PHONE
Upon enrollment in the Q LINK Lifeline Program, for those who qualify – offer may vary by state and product availability- you will receive a Q LINK Wireless phone delivered to your home address. You must accept the Q LINK Wireless telephone number assigned to your Q LINK Wireless phone at the time of enrollment. Q LINK may reassign Your Mobile Device telephone number to another subscriber, without giving notice, if You cancel the Service, or if Your account expires, is deactivated, or is otherwise terminated. You may transfer a Mobile Device telephone number prior to the telephone number being reissued to another Subscriber; if You wish to do so, please contact Q LINK Wireless Customer Support at 1-855-754-6543. Upon activation by you, after delivery, you will acquire no proprietary interest in any number assigned to you. The wireless telecommunications networks used to transmit calls for the Q LINK Wireless Lifeline Service are owned and operated by various licensed commercial mobile radio service providers (“Carriers”). To switch an existing phone number to Q LINK Wireless, please contact Q LINK Wireless Customer Support at 1-855-754-6543 and have a bill available from the former provider. When You transfer service from another wireless provider to Q LINK Wireless, the former provider may charge You termination or other fees. Q LINK will not reimburse You for any termination or other fees imposed by other providers for transferring a wireless number.
Your Q LINK Wireless Mobile Device can only be used through Q LINK Wireless and cannot be activated by any other wireless or cellular service provider. Q LINK Wireless Services are provided at Q LINK Wireless’ discretion. Some functions and features referenced in the Manufacturer’s manual provided with your Q LINK Wireless phone may not be available on your Q LINK Wireless phone. Q LINK Wireless may modify or cancel any Q LINK Service or take corrective action at any time without prior notice and for any reason, including but not limited to your violation of these terms and conditions of service.
BRING YOUR OWN PHONE PROGRAM
Q LINK Wireless affords customers the option to use their own mobile phone or device, as long as it is compatible with Q LINK Wireless’ services and network, under its Bring Your Own Phone Program.
If you are activating your own phone under the Bring Your Own Phone Program, you are responsible for ensuring that the phone is unlocked, is compatible with the Q Link Wireless Prepaid or Lifeline/EBB/ACP Service, does not interfere with the Q Link Wireless Service, and complies with all applicable laws, rules, and regulations. You are also responsible for ensuring that your phone meets all federal laws and standards. You are further responsible for the purchase and maintenance of any additional hardware and/or software required to use the Service. Not all aspects of the Q Link Wireless Service will function on -Q LINK-provided mobile devices including those activated under the Bring Your Own Phone program. Additionally, some functions and features available on other carrier networks or referenced in the manufacturer's manual provided with your phone may not be available when using the Q Link Wireless Service.
3. VOICE MINUTE RATES, DATA, AND USAGE
While you are enrolled in the Q LINK Wireless Program, you will receive a discounted or free monthly allotment of minutes and/or broadband services as provided by the Q LINK Lifeline/EBB/ACP Program approved in your state and the rate plan that you select. Q LINK Wireless voice minutes are issued in minute (or unit) increments. Units are deducted from the Q LINK Wireless phone at a rate of one (1) unit per minute or partial minute of use.
On select rate plans, you may carry over unused minutes. On these plans, you may carry over minutes for up to 90 consecutive days if you purchase and add minutes from Q LINK Wireless. By purchasing and adding minutes from Q LINK Wireless, your unused minutes (including your free monthly allotment and any additional purchased minutes) will carry over for 90 consecutive days from the date of your last purchase of minutes from Q LINK Wireless. Adding more than one purchase of minutes on the same day will NOT extend your minute carry over for more than the 90 consecutive days. The 90 consecutive day carry over is effective from the date of redemption of the last purchase of additional minutes to your phone.
New Q LINK Wireless customers must choose a plan upon enrollment. Existing Q LINK Wireless customers who wish to switch plans may do so online at http://www.qlinkwireless.com/ or by calling 1-855-754-6543. If you switch plans before the 25th day of any given month, the change will be effective the following month. If you switch plans on or after the 25th day of the month, the change will be effective in the second month following your request to switch plans. You may use your discounted or free monthly allotment of voice minutes and/or broadband services to place or receive calls, to send or read text messages or multi-media messages, and to access the Internet (with certain models of phones). In order to receive your monthly allotment of discounted or free monthly allotment of voice minutes and/or broadband services, you will need to leave your Q LINK Wireless phone powered “ON” during the first ten (10) days of each month. If you DO NOT receive your monthly allotment of discounted or free monthly allotment of voice minutes and/or broadband services because your phone was not “ON” during the first ten (10) days of the month or your phone does not automatically retrieve minutes when powered “ON”, please call us.
Minutes will be deducted for use during the time during which your Q LINK Wireless phone is connected to or using the wireless system of any Carrier. Use of a wireless system typically begins when you press the “send”, “call”, or other key to initiate or answer a call and does not end until you press the “end” key, or the call is otherwise terminated. Voice minutes are deducted for all incoming and outgoing calls, including incoming call waiting calls, simultaneous calls, and calls to toll-free numbers. For simultaneous calls, such as incoming call waiting and 3-way calling (where available), voice minutes will be deducted for each call. Voice minutes are not deducted for calls to 911, *611, or Q LINK Wireless Customer Support, and all phones will be able to call 911, even if they have no minutes remaining. For outbound calls, you may be charged minutes for incomplete and/or busy/no answer calls. Voice minutes may be deducted for use of other services, such as text messaging, depending on your chosen rate plan. No credit or refund is given for dropped calls.
The Lifeline program provides for a federal $9.25 per month discount and may also include additional discounts from your state if available through Q LINK Wireless. This support is applied to the retail cost of the Plan.
Q LINK Wireless offers the following Plans to its customers in certain states, which are subject to change at any time. The rate Plans available to you in your state may be different. Please check the state-specific terms and conditions below or the Q LINK Wireless website at https://qlinkwireless.com/ to view the rate Plans available in your state.
- PLAN 1: 1,000 Voice Minutes, Unlimited Text, and 4.5 Gigs Data (Q LINK ALWAYS ON). Eligible customers will enjoy 1,000 anytime voice minutes per month, unlimited text, and picture messaging, and 4.5 Gigs Data per month. Voice minutes and Data does not roll over month to month. The retail rate of this Plan is $15.00 per month; however, the net cost of this Plan is $0.00 per month for eligible Lifeline customers after application of the federal Lifeline subsidy.
To learn more about the Q LINK Wireless’s rate Plans or Additional Airtime offerings by Q LINK Wireless, please visit www.QLinkWireless.com.
Q LINK Wireless reserves the right to make modifications to these Plans. In the event of any material changes, Q LINK Wireless will provide at least notice of any proposed changes to the rates and Plans.
Unlimited Use Plans.
If you subscribe to rate plans, services, or features that are described as unlimited, you should be aware that such “unlimited” plans are subject to these Q LINK Wireless Prohibited Network and Voice Uses. During times of congestion, customers may experience reduced speeds due to Data prioritization of the main carrier. Actual data speeds are subject to your wireless device’s capabilities, coverage available in your local area and existing network conditions.
4. TEXT MESSAGING
Q LINK Wireless provides you with unlimited text messaging as part of your rate Plan. Sending and receiving text messages, picture messages, or video messages will not affect Your total available minutes for voice calls. Q LINK Wireless does not allow international text messages. By using our services, you agree that we will be sending you messages to keep you informed and provide improved services and support. You can opt-out from receiving messages at any time by calling our Customer Support or replying "Stop" to any message you receive from us. Attempting to send international messages could result in service deactivation and de-enrollment from the Q LINK Program. Please note: Q LINK Wireless does not generally participate in Premium SMS services or campaigns. Premium SMS campaigns include activities such as casting a vote, expressing your opinion, playing a game, subscribing to a service, or interactive television programs. You should not attempt to participate in Premium SMS campaigns unless it is a Q LINK Wireless authorized campaign. Any text message you send to a “short code” will likely not reach the recipient. Any charges you may incur because of any attempts to participate in Premium SMS services or campaigns not authorized by Q LINK Wireless are not refundable and may be assessed against You by Q LINK Wireless.
5. INTERNATIONAL CALLING
Depending on your chosen rate Plan, international calling may be available to you. International calls deduct minutes at the same rate as local and national calling. You may call cellular phones in the countries with the word “cellular” listed next to the name of the country. Click here for available countries and details. The countries where international calling is available are subject to change at any time without prior notice. In order to place an international call, you will need to dial the International Long Distance (“ILD”) access number and follow the instructions. Voice minutes deductions for international calls begin the moment the ILD access number is dialed and apply to dropped calls, misdialed numbers, and busy destination numbers. When placing international calls, you may experience connection failures more frequently than during calls made within the United States. Q LINK Wireless will not credit minutes deducted for unsuccessful calls. You will not be able to make or receive calls on your Q LINK Wireless phone when you are located outside of the United States, Puerto Rico, the U.S. Virgin Islands, or Guam (the “Coverage Area”). Any attempt to make or receive calls when you are located outside of the Coverage Area could result in service deactivation and de-enrollment from the Q LINK Program.
6. PURCHASING ADDITIONAL VOICE MINUTES AND DATA
Your Q LINK Wireless phone will only operate when you have minutes available on the Q LINK Wireless phone Device except for emergency services (911) and Customer Support (611), which will be available even if You run out of minutes. If you run out of your monthly allotment of airtime, you may purchase additional minutes and/or Data for your phone by clicking here. You may also call Customer Support to add minutes at 1-855-754-6543. Each purchase includes a set number of voice minutes and/or data for a certain amount of service days that begin to run from the date you add purchased voice minutes or data to your Q LINK Wireless phone. Q LINK Wireless reserves the right to add, modify, adjust, and/or eliminate extra bonus voice minutes and/or Data at any time at its discretion. Q LINK Wireless customers may purchase voice minutes and Data at very competitive rates. Q LINK Wireless reserves the right to adjust its minute rates at any time at its sole discretion. You may also call Customer Support to add minutes at 1-855-754-6543. Each purchase includes a set number of voice minutes and/or data for a certain amount of service days that begin to run from the date you add purchased voice minutes or data to your Q LINK Wireless phone. Q LINK Wireless reserves the right to add, modify, adjust, and/or eliminate extra bonus voice minutes and/or Data at any time at its discretion. Q LINK Wireless customers may purchase voice minutes and Data at very competitive rates. Q LINK Wireless reserves the right to adjust its minute rates at any time at its sole discretion.
Q LINK Wireless offers to its customers in certain states the following additional voice minute and Data purchases, which are subject to change at any time. The rate for additional purchases available to you in your state may be different. Please check the Q LINK Wireless website at https://qlinkwireless.com/ to view the rate for additional purchases available in your state.
Additional Minutes for Talk
Amount of data, minutes, or text
Amount of data, minutes, or text
Data Bundles with Unlimited Talk and Text
Amount of data, minutes, or text
(Hotspot not included)
7. SERVICE END DATE, DEACTIVATION, REACTIVATION, AND TERMINATION OF UNUSED SERVICE
As a Q LINK Wireless customer, you are eligible to receive Q LINK Wireless Service for up to one (1) year upon your enrollment and activation in the Q LINK Lifeline/EBB/ACP Program, and you are eligible to receive up to another year following each successful Annual Recertification for your continued program eligibility in the Q LINK Lifeline/EBB/ACP Program based on your continued eligibility to participate in the program and your continued usage of the Q LINK Wireless Service. The Certifications and Perjury Statements required to continue participation in the Q LINK Wireless Service may be found at www.qlinkwireless.com/terms/certifications. If you have no usage in a period of thirty (30) days, “Non-Usage,” you will receive notice with a fifteen (15) day grace period to correct the non-usage. If you do not respond to the notice, you will be de-enrolled, and deactivation of Lifeline/EBB/ACP Service will occur, regardless of the service end date. If it is found that you no longer meet the requirements or eligibility guidelines to receive Q LINK Wireless Service you will be de-enrolled, and deactivation of Q LINK Wireless Service will occur. Q LINK Wireless will not seek reimbursement for your participation in the Q LINK Wireless Service after forty-five (45) days of non-usage. Upon de-enrollment from the Q LINK Wireless Lifeline/EBB/ACP Program, you will cease receiving the discounted or free monthly allotment of airtime or Data.
If you exceed forty-five (45) days without any usage (as defined consistent with 47 C.F.R. 54.407(c) (2)), you will be de-enrolled from the Q LINK Lifeline/EBB/ACP Program. Any of these activities, if undertaken by the subscriber, will establish “usage” of the Q LINK Lifeline service:
- Completion of an outbound call;
- Purchase of minutes or Data from Q LINK Wireless to add to the subscriber’s service plan;
- Answering an incoming call from a party other than the Q LINK Wireless or Q LINK Wireless’s agents or representatives;
- Responding to direct contact from Q LINK Wireless and confirming that you want to continue receiving the Q LINK Wireless service; or
- Sending a text message. Lifeline/EBB/ACP discount recipients must either make or answer a voice call, send a text message, use data, purchase minutes, or respond to direct contact from us at least once during any 30-day period to continue receiving your discounted service. Upon de-enrollment for non-usage, you will have up to a 30-day grace period to re-enroll in the Q LINK Wireless Lifeline/EBB/ACP Program by calling 1-855-754-6543. If you do not re-enroll, use your phone, or call Q LINK Wireless Customer Support within 30 days
of your de-enrollment, your phone service will be deactivated. In order to reactivate your Q-Link Wireless phone and re-enroll in the Q LINK Lifeline/EBB/ACP Program, you will need to call Q LINK Wireless Customer Support. Upon successful re-enrollment, you will receive the monthly voice minutes and/or Data that you were entitled to receive through the date your enrollment was cancelled. You will not, however, receive any voice minutes and/or Data for the period of time you were not enrolled in the Q LINK Lifeline/EBB/ACP Program.
If you are de-enrolled, your Mobile Device will remain active, and you may continue to use your Mobile Device so long as you have available minutes and service days remaining on your phone. You may purchase additional voice minutes and service days to keep your phone service active. If you are de-enrolled from the Q LINK Wireless Program and you allow your remaining service days to expire or go “past due”, your Mobile Device service will be deactivated, you may lose your unused minutes, and you will lose your wireless telephone number.
If You fail to complete the annual recertification, Q LINK Wireless will notify You that Your Q LINK Wireless Service will be terminated if You do not respond within sixty (60) days. If you choose to reactivate your phone by completing the Annual Recertification within sixty (60) days after your verification due date, you will be re-enrolled in the program and continue receiving the free monthly allotment of airtime.
If your service is deactivated for Non-Usage or failure to complete Annual Recertification, you may reactivate your service by either re-enrolling in the Q LINK Wireless Program (if eligible) or purchasing and redeeming Q LINK Wireless minutes with service days. Upon reactivation of your phone, you may be assigned a new telephone number. If you have been de-enrolled from the Q LINK Wireless Program and are not eligible to re-enroll but you wish to keep your service active, you must purchase and redeem additional minutes and service days before the “Service End Date”. To prevent any interruption in your phone service, please keep your phone service active by timely completing your Annual Recertification as required by the Q LINK Wireless Lifeline Program or, if no longer eligible, by purchasing and adding Q LINK Wireless minutes before your Service End Date.
Q LINK’s provision of service (e.g., voice minutes and/or Data) begins on the 1st calendar day of each month. If, at any time during a calendar month, a Q LINK Wireless customer terminates his/her service, the customer’s service will be canceled in accordance with Q LINK Wireless’s respective policies and procedures. Where a Q LINK Wireless customer ports out his/her number to another service provider, all service terminates effective on the date of the port – regardless of whether any unused service remains. However, in the event of a termination without a port, the Q LINK Wireless customer will still be an active subscriber and able to use any unused service until midnight, Eastern Time, on the 1st day of the following month. By way of example, if a customer terminates Q LINK Wireless’ service (not including instances of a port change) effective on January 10th, they will still be able to use any unused service until midnight Eastern Time on February 1st. Note, for clarity, after midnight Eastern Time on the 1st day of the following month, all service will terminate even if the now, former customer has unused service remaining.
8. RIGHT TO TERMINATE YOUR Q LINK WIRELESS SERVICE
You agree not to give away, resell, or offer to resell the Q LINK Wireless Mobile/Electronic Device or service provided by the Q LINK Wireless Program. You also agree your Q LINK Wireless Mobile Device will not be used for any purpose that is not allowed by this agreement or that is illegal. Q LINK WIRELESS CAN, WITHOUT NOTICE, LIMIT, SUSPEND, OR END YOUR SERVICE AND DE-ENROLL YOU FROM THE Q LINK LIFELINE/EBB/ACP PROGRAM FOR VIOLATING THIS PROVISION OR FOR ANY OTHER GOOD CAUSE, including, but not limited to, if you:
- violate any of the Terms and Conditions of Service;
- lie to any representative of Q LINK Wireless or attempt to defraud any representative of Q LINK Wireless;
- allow anyone to tamper with your Q LINK Wireless Mobile/Electronic Device;
- threaten or commit violence against any representative of Q LINK Wireless, any of our employees or Customer Support Representatives;
- use vulgar and/or inappropriate language when interacting with Q LINK Wireless representatives; (f) steal from Q LINK Wireless;
- harass Q LINK Wireless representatives;
- interfere with Q LINK Wireless operations;
- engage in abusive messaging, emailing, or calling;
- modify your device from its manufacturer’s specification; or
- use the service in a way that adversely affects our network or the service available to Q LINK Wireless’ other customers.
We reserve the right to, without notice, limit, suspend, or end your service for any other operational or governmental reason. In addition to permanently terminating your service, criminal offenses (i.e., selling or giving away your service; threatening violence, etc.) will be reported to the appropriate legal authorities for prosecution.
9. UNAUTHORIZED USAGE; TAMPERING
The Q LINK Wireless Mobile Device is provided exclusively for use by you, the end consumer, with the Q LINK Wireless Service available solely in the United States, Puerto Rico, the U.S. Virgin Islands, or Guam. Any other use of your Q LINK Wireless Mobile Device, including, but not limited to, resale, unlocking, and/or re-flashing of the phone, is unauthorized and constitutes a violation of your agreement with Q LINK Wireless. You agree not to unlock, re-flash, tamper with, or alter your Q LINK Wireless Mobile Device or its software; engage in any other unauthorized or illegal use of your Q LINK Wireless Mobile Device or the service or assist others in such acts; or to sell and/or export Q LINK Wireless Mobile Devices outside of the United States. These acts violate Q LINK Wireless’s rights and state and federal laws. Improper, illegal, or unauthorized use of your Q LINK Wireless Mobile Device is a violation of this agreement and may result in immediate discontinuance of services and legal action against you. Q LINK Wireless will prosecute violators fully of the law.
Some Q LINK Wireless Mobile Devices have SIM cards. If your Q LINK Wireless Mobile Device has a SIM card, then you agree to safeguard your SIM card and not to allow any unauthorized person to use your SIM card. You agree not to allow any other person to, directly or indirectly alter, bypass, copy, deactivate, remove, reverse-engineer or otherwise circumvent or reproduce the encoded information stored on, or the encryption mechanisms of, your SIM card. You may not remove your SIM Card from your phone nor place the SIM Card in any other phone. Doing so could result in the immediate termination of your service and de-enrollment from the Q LINK Wireless Lifeline/EBB/ACP Program. The Carriers, Q LINK Wireless, or its service providers, may, from time to time, remotely update or change the encoded information on your SIM card. Your Q LINK Wireless Mobile Device is restricted from operating when you are located anywhere outside of the United States, Puerto Rico, the U.S. Virgin Islands, or Guam, including offshore or in international waters. In the event of suspension for this or any other unauthorized usage, you will not be entitled to receive any refunds for unused airtime.
Q LINK Wireless Mobile Device BYOP and Unlocking Policy
- The Mobile Device must be designed for use on the Q LINK Wireless Services.
- It must not be reported lost or stolen.
- It must not be associated with fraudulent activity.
Unlocking Your Mobile Device: Q LINK Wireless does not lock mobile devices and cannot send you unlock instructions or assist with unlocking of your device. To request an unlock code and steps to unlock your Mobile Device, please contact the manufacturer or prior service provider of your mobile device and ask them to unlock your device and instructions on how to do such.
Limitations: This policy is subject to Q LINK Wireless’ Terms and Conditions of Service and may change without notice. Q LINK Wireless may deny any request for a Mobile Device unlock code at our sole discretion if we have a reasonable basis to believe that the request is an effort to defraud the company or its customers, or that the Mobile Device is stolen. As a reseller of wireless service, Q LINK Wireless’ unlocking policy may be subject to additional limitations imposed by its underlying Carriers.
Q Link Wireless can suspend or terminate Services for any reason, at any time. We can, without notice, suspend or terminate any Service at any time for any reason. For example, we can suspend or terminate any Service for:
- Excessive usage determined solely at the discretion of Q Link Wireless;
- exceeding an Account Spending Limit;
- harassing, threatening, abusing, offending, or being excessively impolite to our employees or agents;
- interfering with our operations;
- using/suspicion of using Services in a way that violates, or is inconsistent, with the Agreement and Policies or adversely affects any of our other customers, reputation, network, property, or Services;
- breaching, failing to follow, or abusing the Agreement or Policies;
- providing false, inaccurate, dated, or unverifiable information, including identification or credit information;
- becoming insolvent or bankrupt;
- modifying a Device from its manufacturer specifications (for example, rooting the device);
- failing to use our Services or maintain an active Device;
- you resell or attempt to resell the Services or
- if we believe the action protects our interests, any customer’s interests, or our network.
Prohibited Network Uses.
To ensure the activities of some users does not impair the ability of our customers to have access to reliable services provided at reasonable costs, you may not use our services in a manner that is unlawful, infringes on intellectual property rights, or harms or unduly interferes with the use of Q LINK Wireless’s network or systems. Q LINK Wireless reserves the right, without notice or limitation, to limit data throughput speeds or quantities or to deny, terminate, end, modify, disconnect, or suspend service if an individual engages in any of the prohibited voice or data uses detailed above, or if Q LINK Wireless, at its sole discretion, determines action is necessary to protect its wireless networks from harm or degradation.
Prohibited Voice Uses.
Q LINK Wireless voice services are provided solely for live dialogue between, and initiated by, individuals for personal use and as otherwise described in this policy. Q LINK Wireless’s services may not be used for any other purposes, including, but not limited to: monitoring services, transmission of broadcasts, and transmission of recorded material; telemarketing, autodialed calls, and other commercial uses; or other connections that do not consist of uninterrupted live dialogue between individuals. Q LINK Wireless may discontinue service, at our sole discretion, for any other reason that violates our policy of providing service for individual use.
10. COVERAGE MAPS AND ROAMING
You will find coverage maps on our website. These maps are for general informational purposes only. Maps may be updated periodically to reflect current operations. Actual coverage and service areas may vary from the maps and may change without notice. Q LINK Wireless does not guarantee coverage or service availability under all circumstances. The maps represent an approximate depiction of coverage in Q LINK Wireless’ Service areas. Even within a coverage area, factors such as terrain, weather, structures, foliage, signal strength, traffic volumes, service outages, network changes, technical limitations, and/or your equipment may interfere with actual service, quality, and availability. The easiest way to check the coverage in your area is to apply online here. If you live in an area where network coverage does not reach you with at least a “good” or better standard, the system will let you know before submitting your application.
“Roaming” occurs when a subscriber of one wireless service provider uses the facilities of another wireless service provider. Roaming most often occurs when you make and receive calls outside of the network coverage area of your service provider. When your Q LINK Wireless phone is roaming, an indicator light on your handset may display the word “Roam” or “RM” on the screen while the phone is not in use. While roaming, Subscribers may continue to make phone calls from their Q LINK Wireless‘ Mobile Devices at no additional charge but with the standard decrement of their plan minutes. Calls to 911 are not deducted from their plan minutes. Emergency (911) calls are free, regardless of service activation or availability of minutes, and will not count against the customer’s airtime even when roaming. However, WHERE THERE IS NO WIRELESS COVERAGE, A SUBSCRIBER’S 911 CALL MAY NOT GO THROUGH; SUBSCRIBERS SHOULD DIAL 911 FROM THE NEAREST LANDLINE PHONE.
11. APPLICATION OF TARIFFS
Q LINK Wireless may be required to file Tariffs in certain individual states addressing the delivery of certain Services. In the event that such Tariffs are filed with respect to any of the Services ordered by You, the terms set forth in the applicable Tariff (or any successor document in the event of DE tariffing) shall govern Q LINK’s delivery of, and Your use of, the Services subject to the tariff. Such tariffs are hereby incorporated by reference and shall take precedence over any conflicting provision in these Terms.
12. LIMITATIONS OF SERVICE AND USE OF EQUIPMENT
Service is subject to transmission limitations caused by certain equipment and compatibility issues, atmospheric, topographical, and other conditions. Further, Services may be temporarily refused, limited, interrupted, or curtailed due to system capacity limitations, technology migration, or limitations imposed by Q LINK Wireless or the Carriers, or because of equipment modifications, upgrades, repairs, relocations, or other similar activities necessary or proper for the operation or improvement of Q LINK Wireless or the Carriers’ radio telephone system. At any time, Q LINK Wireless reserves the right to substitute and/or replace any Q LINK Wireless equipment (including Mobile Devices) with other Q LINK Wireless equipment (including Mobile Devices) of comparable quality. Some functions and features referenced in the manufacturer’s manual for a particular Q LINK Wireless Mobile Device may not be available on your phone. Q LINK Wireless does not warrant or guarantee availability of network or of any services at any specific time or geographic location or that the services will be provided without interruption. Q LINK WIRELESS DOES NOT GUARANTEE ACCESS TO 911 SERVICES WHERE THERE IS NO OR LIMITED WIRELESS COVERAGE, A SUBSCRIBER’S 911 CALL MAY NOT GO THROUGH; SUBSCRIBERS SHOULD DIAL 911 FROM THE NEAREST LANDLINE PHONE. Neither Q LINK Wireless, nor any carrier, shall have any liability for service failures, outages, or limitations of service. Because of the risk of being struck by lightning, you should not use your Q LINK Wireless Mobile Device outside during a lightning storm. You should also unplug the Q LINK Wireless Mobile Device power cord and charger to avoid electrical shock and/or fire during a lightning storm. In the event Q LINK Wireless determines that it is necessary to interrupt the Services for any reason or there is the potential for a Services interruption due to system maintenance, Q LINK Wireless will use reasonable efforts to notify You prior to the performance of such maintenance and will attempt to schedule such maintenance during non-peak hours.
13. FORCE MAJEURE
Neither You nor Q LINK Wireless shall be liable for any default or delay in the performance of its obligations hereunder (except for failure to pay amounts due) if and to the extent that such default or delay arises out of causes beyond its reasonable control, including without limitation acts of God, acts of war, acts of terrorism, earthquakes, fires, cable cuts, power outage, catastrophic network element failures, floods, riots, civil disorders, rebellions, strikes, lockouts and labor disputes (individually, each such event is a “Force Majeure Event”).
14. LIMITED WARRANTY EXCHANGE POLICY
Q LINK Wireless customers shall have up to fourteen (14) days from the delivery date of their Mobile Device to return any defective Mobile Device and/or accessories to Q LINK Wireless. Q LINK Wireless will exchange a defective Mobile Device for a replacement phone, at Q LINK Wireless’ discretion, during this period, only pursuant to the terms of the Limited Warranty (Section 27) set forth below. For a defective phone replacement, call Q LINK Wireless Customer Support at 1-855-754-6543.
15. LOST OR STOLEN MOBILE DEVICE POLICY
For any lost or stolen Q LINK Wireless Mobile Device, you may purchase a replacement Mobile Device for as little as $34.95 All reported lost and stolen phones will be permanently deactivated. The replacement Mobile Device will include all your remaining allotted minutes for that month. Any purchased minutes that you may have had on your lost Mobile Device will not be replaced. In the event you lose your replacement phone, or it is stolen, you will need to purchase an additional phone. If a phone is lost or stolen while in transit to the customer before delivery, the lost phone and minutes may be replaced as a onetime courtesy in Q LINK Wireless’ sole discretion. If You fail to activate a new Mobile Device or notify Q LINK Wireless that You have found Your Mobile Device within forty-five (45) days for the date of notification, your account will be de-activated, and You will lose Your Q LINK Wireless phone number and will be de-enrolled from Q LINK Wireless Services. You also agree to cooperate if Q LINK Wireless chooses to investigate the matter by providing facts, sworn statements or anything else that would help the investigation.
16. NOTICE OF CHANGES
Q LINK Wireless reserves the right to change or modify these Terms, applicable Tariffs, and its policies at any time. The changes will become effective at the time the change is posted on the Q LINK Wireless website at https://qlinkwireless.com/terms. If the change has a material adverse impact on Your use of the Services, Q LINK Wireless will provide advance notice to You of the change by such means as Q LINK Wireless determines to be most practicable, including but not limited to any of the following: playing a recorded message when You attempt to place a call or attempt to add funds to Your account, sending written notice to the address provided at the time of activation, sending an SMS or text message to Your Mobile Device, posting an update on the Q LINK Wireless website, or by such other means as Q LINK Wireless may determine. Material changes will take effect fourteen (14) days after Q LINK Wireless provides the above-described notice. You may terminate the Services within thirty (30) days of receiving such notice. If You do not terminate the services within this period, you agree to accept any such changes. Please check the Q LINK Wireless’ website often for updates and changes.
17. DISCLAIMER OF WARRANTIES
Except for the limited warranties expressly set forth in these terms and conditions, and to the extent permitted by law, the Services and Mobile Devices are provided on an “as is” and “with all faults” basis and without any other warranties (including express or implied) of any kind to the fullest extent permitted by law. Q LINK Wireless makes no representations or warranties, express or implied, including any implied warranty of merchantability or fitness for a particular purpose concerning your Services or your Mobile Devices. Q LINK Wireless cannot promise uninterrupted or error-free service and does not authorize anyone to make any warranties on our behalf. Q LINK Wireless does not guarantee that your communications will be private or secure; such interceptions can occur, and Q LINK Wireless shall have no liability in the event that your communications are intercepted.
18. HEARING, VISUAL OR SPEECH IMPAIRED ACCOMMODATIONS
Any hearing, visual, or speech impaired person(s) interested in applying for a specially equipped Q LINK Wireless Mobile Device must call Q LINK Wireless and specify their need(s) to a representative. Q LINK Wireless will make every effort to assist such customer in obtaining a Mobile Device that is in compliance with all applicable laws, rules, and regulations.
HEARING AID COMPATIBLE HANDSETS
When wireless devices are used near hearing devices (such as hearing aids and cochlear implants), users may detect a buzzing, humming, or whining noise. Some hearing devices are more immune than others to this interference, and wireless devices also vary in the amount of interference they generate.
The wireless telephone industry has developed ratings to assist hearing device users in finding wireless devices that may be compatible with their hearing devices. Not all wireless devices have been rated. Wireless devices that are rated will have the rating displayed on their box together with other relevant approval markings.
The ratings are not guarantees. Results will vary depending on the user's hearing device and hearing loss. If your hearing device is vulnerable to interference, you may not be able to use a rated wireless device successfully.
M-Ratings: Wireless devices rated M3 or M4 meet FCC requirements and are likely to generate less interference to hearing devices than wireless devices that are not labeled. M4 is the better/higher of the two ratings.
T-Ratings: Wireless devices rated T3 or T4 meet FCC requirements and are likely to be more usable with a hearing device's telecoil ("T Switch" or "Telephone Switch") than unrated wireless devices. T4 is the better/higher of the two ratings. (Note that not all hearing devices have telecoils in them).
Most phones that are rated T3 also have an M3 rating. Similarly, most phones rated T4 also have an M4 rating.
Hearing devices may also be measured for immunity to this type of interference. Your hearing device manufacturer or hearing health professional may help you find results for your hearing device. The more immune your hearing aid is, the less likely you are to experience interference noise from wireless devices.
HEARING AID COMPATIBLE HANDSETS
Motorola Moto e5
M4, T3 (mostly tele-coil compatible)
4G LTE, camera, speakerphone, Wi-Fi
M3, T3 (mostly tele-coil compatible)
4G LTE, camera, speakerphone, Wi-Fi
Samsung Galaxy A6
M4, T3 (mostly tele-coil compatible)
4G LTE, camera, speakerphone, Wi-Fi
LG G Stylo
M4, T4 (very tele-coil compatible)
4G LTE, camera, speakerphone, Wi-Fi
You can find information about the wireless hearing aid compatibility rules and service providers’ obligations https://www.fcc.gov/hearing-aid-compatibility-and-volume-control. For additional information regarding hearing aid-compatible and non-hearing aid-compatible devices, visit: https://www.gari.info.
19. EMERGENCY CALLS USING 911 AND SAFETY NOTICES
Q LINK Wireless customers have free access to 911. Occasionally, however, callers may attempt to call 911 in areas where there is no wireless coverage. If there is no wireless coverage, your call to 911 may not go though and you should dial 911 from the nearest landline phone. Public safety officials advise that when making 911 or other emergency calls, you should always be prepared to provide your location information. Unlike traditional landline phones, depending on a number of factors (for example, whether your device is GPS-enabled, where you are, whether local emergency service providers have upgraded their equipment, etc.), 911 operators may not know your phone number, your location, or the location of your device. In certain circumstances, an emergency call may be routed to a state patrol dispatcher or alternative location set by local emergency service providers. Enhanced 911 service (“E911”)–where enabled by local emergency authorities–uses GPS technology to provide location information. Even when available, however, E911 does not always provide accurate location information. If your device is indoors or for some other reason cannot acquire a satellite signal, you may not be located. Some devices have a safety feature that prevents use of the keypad after dialing 911– you should follow voice prompts when interacting with emergency service providers employing interactive voice response systems to screen calls.
20. DATA SERVICES
Q LINK Wireless offers customers an allotment of megabytes of broadband to access Internet content (“Data” or “Data Services”). Data Services offer access to many forms of Data content such as Internet, text, pictures, music, email, or other materials. Some Data content that Subscribers will access may come from third-party websites or services. Data content from third parties may harm the Mobile Device or its software. Some of this Data content may be:
- offensive, indecent, or objectionable;
- unreliable and inaccurate; and
- otherwise unsuitable for minors.
Subscribers of Q LINK Wireless Data Services are solely responsible for evaluating the Data content accessed while using the Services and Q LINK Wireless strongly recommends that You monitor Data usage by minors. Q LINK Wireless, for any reason and at its sole discretion, may place restrictions on accessing certain Data content or terminate a Subscriber’s access to Data Services for a violation of these Terms, but is not required to do so. Q LINK Wireless supports the use of Data content, but Q LINK Wireless makes no representations or warranties (expressed or implied), to the fullest extent permitted by law, including, any warranty of merchantability, fitness for a particular purpose, service quality of content, non-infringement, performance, accuracy, or efforts of any third party’s Data content or to third party Data content a Subscriber may access while using the Services.
Q LINK Wireless does not have control over the Data content provided on a third party’s site that a Subscriber may access. If a Subscriber uses their Mobile Device to browse the Internet, their telephone number or other information may be transmitted over the Internet. By activating or using a Q LINK Wireless Mobile Device and/or using the Data Services, Subscribers understand any risks associated with accessing Data via their Mobile Device and agree they have been notified of such risks.
There may be an additional one-time charge for any content you select to download (“Content Charge”). The Content Charges vary depending on the type of content. You will be advised of the Content Charges prior to finalizing your purchase. The Data Services you purchase, and download may only be used or viewed on the phone for which they were purchased and cannot be transferred to any other device, including a new or replacement Mobile Device.
Modifications, Interruptions, or Discontinuation of Data Service: Q LINK Wireless does not guarantee the availability of Data Services on all of its Mobile Device models, nor does it guarantee the availability of Data Services at all times. Q LINK Wireless reserves the right to modify, suspend, interrupt, discontinue or permanently cancel Data Services, or portions thereof, without notice. Data Services are not available in certain areas. Q LINK Wireless is not responsible and will not be liable for any modifications, interruptions or discontinuation of the Data Services or for any failure in receipt of the purchased Data Services. If the Data Services, or any part thereof, for which you subscribe, are modified, interrupted, discontinued or canceled, you will not receive a refund or credit from Q LINK Wireless for any remaining used or unused subscription time. If you cancel or attempt to cancel a Data Service download, a subscription purchase, or a multi-media message in progress, or if this process is otherwise interrupted through no action on your part, you may nevertheless be charged in accordance with the Terms and Conditions of Service set forth herein.
21. LIMITATION OF LIABILITY
Q LINK WIRELESS IS NOT LIABLE TO YOU FOR ANY DIRECT OR INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES OF ANY KIND, INCLUDING LOST PROFITS (REGARDLESS OF WHETHER Q LINK WIRELESS HAS BEEN NOTIFIED SUCH LOSS MAY OCCUR) BY REASON OF ANY ACT OR OMISSION IN ITS PROVISION OF MOBILE DEVICE AND/OR SERVICES. Q LINK WIRELESS WILL NOT BE LIABLE FOR ANY ACT OR OMISSION OF ANY OTHER COMPANY FURNISHING A PART OF Q LINK WIRELESS SERVICES OR ANY EQUIPMENT OR FOR ANY DAMAGES THAT RESULT FROM ANY SERVICE OR EQUIPMENT PROVIDED BY OR MANUFACTURED BY THIRD PARTIES. WHEN YOUR Q LINK WIRELESS MOBILE DEVICE IS RETURNED TO Q LINK WIRELESS FOR ANY REASON, Q LINK WIRELESS IS NOT RESPONSIBLE AND SHALL NOT BE LIABLE TO YOU OR ANYONE ELSE FOR ANY PERSONAL INFORMATION SUCH AS USERNAMES, PASSWORDS, CONTACTS, PICTURES, SMS, MMS, AND/OR ADDITIONAL DOWNLOADS YOU MAY HAVE STORED ON YOUR MOBILE DEVICE OR WHICH MAY REMAIN ON YOUR MOBILE DEVICE.
You agree to indemnify and hold harmless Q LINK Wireless and all affiliated or related companies, directors, officers, employees, and representatives from any and all liabilities, penalties, claims, causes of action, and demands brought by third-parties against you (including the costs, expenses, and attorneys’ fees on account thereof) resulting from your use of a Q LINK Wireless Mobile Device and/or use of the Q LINK Services, whether based in contract or tort (including strict liability) and regardless of the form of action.
23. BILLING AND OTHER DISPUTES
If You in good faith dispute any portion of any Q LINK Wireless invoice, You shall submit to Q LINK Wireless written documentation identifying and substantiating the disputed amount. Billing disputes and written documentation may be submitted by fax at 1-855-837-5465 or by mail to Q LINK WIRELESS, LLC, Attn: Customer Support, 499 E Sheridan Street, Suite 300, Dania, Florida 33004. Subject to state law, if You do not report a dispute within sixty (60) days following the date on the applicable invoice, You shall have waived Your right to dispute that invoice. Any disputed amounts resolved in favor of You shall be credited to Your account. Any disputed amounts determined payable by You to Q LINK Wireless shall be due within ten (10) days of the resolution of the dispute. Q LINK Wireless may, without the obligation to arbitrate, seek to recover amounts owed to it by You in any court with jurisdiction. Otherwise, any dispute arising out of or relating to these Terms that has not been resolved by the good-faith efforts of the parties (see Binding Arbitration below) shall be settled only by binding arbitration, which may be initiated by either Party, and conducted in accordance with these Terms. If any unauthorized or disputed charge appears on a Subscriber’s statement for a third-party product, the Subscriber must contact that third-party directly. Third-party contact information is also available by calling Q LINK Wireless at 1-855-754-6543
24. DISPUTE RESOLUTION
In addition to Your rights and obligation under the Billing and Other Disputes provision of These Terms, You agree to contact Q LINK Wireless with any disputes by calling Q LINK Wireless at 1-855-754-6543 or writing to Q LINK WIRELESS, LLC, 499 E Sheridan Street, Suite 300, Dania, Florida 33004, or by fax at 1-855-837-5465. You must provide a description of the dispute, all relevant information, any supporting documentation, and the proposed dispute resolution. A Q LINK Wireless Customer Support representative will contact You at the last address You have provided or by phone. Q LINK Wireless agrees to negotiate in good faith to resolve any dispute You may have. You agree to pay the full amount reflected on any account statement, even while a dispute is being resolved. If a dispute resolution is not reached within thirty (30) days after notice of dispute was given, either Party may commence a binding arbitration proceeding in accordance with the Binding Arbitration provision of these Terms.
PLEASE READ THIS SECTION CAREFULLY, AS IT AFFECTS RIGHTS THAT YOU MAY OTHERWISE HAVE. IT PROVIDES FOR RESOLUTION OF ALL DISPUTES AND CLAIMS (INCLUDING ONES THAT ALREADY ARE THE SUBJECT OF LITIGATION), EXCEPT FOR CLAIMS CONCERNING THE UNAUTHORIZED RESALE, EXPORT, ALTERATION, AND/OR TAMPERING OF YOUR Q LINK WIRELESS MOBILE DEVICE THIS SECTION REQUIRES MANDATORY ARBITRATION FOR ALL OTHER CLAIMS RELATING TO YOUR Q LINK WIRELESS MOBILE DEVICE ITS SOFTWARE, AND THE SERVICES, INSTEAD OF SUING IN COURT IN THE EVENT THE PARTIES ARE UNABLE TO RESOLVE A DISPUTE OR CLAIM. ARBITRATION IS BINDING. THIS ARBITRATION CLAUSE SHALL SURVIVE TERMINATION OF Q LINK WIRELESS’ AGREEMENT WITH YOU.
This provision is intended to encompass all disputes or claims arising out of your relationship with Q LINK Wireless, relating to the Q LINK Wireless Lifeline/EBB/ACP Service, or involving any equipment used in connection with the Q LINK Lifeline/EBB/ACP Service (whether based in contract, tort, statute, fraud, misrepresentation, or any other legal theory) and your use of the Q LINK Wireless Mobile Device and Services. The sole exception to this provision is your unauthorized resole, export, alteration, and/or tampering of your Q LINK Wireless Mobile Device. Nothing contained in this arbitration provision shall preclude Q LINK Wireless from bringing claims concerning the unauthorized resale, export, alteration, and/or tampering of your Q LINK Wireless phone, in state or federal court. References to you and Q LINK Wireless include its respective subsidiaries, affiliates, predecessors in interest, successors, assigns, directors, officers, employees, and representatives. All claims and disputes, except those excluded above, will be resolved by binding arbitration. You must first present any claim or dispute to Q LINK Wireless by contacting Customer Support to allow Q LINK Wireless the opportunity to resolve the dispute prior to initiating arbitration. After a period of at least thirty (30) days, either party may arbitrate the dispute in accordance with the American Arbitration Association (“AAA”) under the Commercial Dispute Resolution Procedures and the Supplementary Procedures for Consumer Related Disputes (collectively, “AAA Rules”), as modified by this agreement, to be conducted by a single arbitrator in Dania, Florida unless Q LINK Wireless and you agree otherwise. You and Q LINK Wireless agree that use of the Q LINK Lifeline/EBB/ACP Service evidence a transaction in interstate commerce and this arbitration provision will be interpreted and enforced in accordance with the Federal Arbitration Act and federal arbitration law. All issues are for the arbitrator to decide, including the scope of this arbitration clause, but the arbitrator is bound by the terms of this agreement. You and Q LINK Wireless agree that any arbitration will be conducted on an individual basis and not on a consolidated, class-wide, or representative basis. Further, you agree that the arbitrator may not consolidate proceedings or more than one Subscriber’s claims and may not otherwise preside over any form of a representative or class proceeding. All fees and expenses of arbitration will be paid by the prevailing party.
If for any reason this arbitration provision is deemed inapplicable or invalid, or to the extent this arbitration provision allows for litigation of disputes in court, you waive to the fullest extent permitted by law,
- the right to a trial by jury and
- any claims for punitive or exemplary damages. Except where prohibited by law, Q LINK Wireless and you agree that no arbitrator has the authority to award punitive damages, or any other damages not measured by the prevailing party’s actual damages. Neither you nor Q LINK Wireless shall disclose the existence, contents, or results of any arbitration, except to the extent required by law. Judgment on the award rendered may be entered by any court of competent jurisdiction.
This Agreement and any arbitration under this Agreement shall be construed under and apply the laws of Florida, without regard to its choice of law rules and regardless of the cause of action asserted, except for the arbitration provision contained in these Terms and Conditions, which will be governed by the Federal Arbitration Act. This governing law provision applies no matter where you reside or where you use or pay for the Services.
26. CONTENT AND APPLICATIONS
APP Data Usages. Some Q Link Plans also provide data services. Your use of data services ("Data Usage") occurs whenever your phone is connected to the network and is engaged in any data transmission, including but not limited to,
- opening or using an internet browser or app in any way, including, but not limited to app installations and updates,
- sending, receiving, or downloading any type of content, including, but not limited, emails, documents, pictures, MMS messages or any other content, or
- if data access or a data connection is initiated in any other way or for any other purpose.
Some apps, content, programs, and software that you download or that come pre-loaded on your Phone automatically and regularly send and receive data transmissions in order to function properly, without you affirmatively initiating the request and without your knowledge. For example, apps that provide real-time information and location-based applications connect to our network and send and receive updated information so that it is available to you when you want to access it. We will deduct all Data Usage from the amount of high-speed data provided by the Plan you purchased whenever your Phone is engaged in a data connection, including, any type of connection which you affirmatively initiate or those that run automatically in the background without your knowledge whether they are successful or not. The duration of your data connection and the associated Data Usage is not determined from the exact moment you press a button on your Phone. Data Usage may depend on the amount of data or content transmitted during a data connection and the amount of time it takes to send or receive the data or content being transmitted. If you cancel or attempt to cancel a data or content transmission in progress, or if the process is otherwise interrupted through no action on your part, you will still incur Data Usage. Unless you are using Wi-Fi, any Data Usage on your Phone, will count against your data balance.
Not all of the online content which is accessible to anyone using Q Link Wireless Data Services is intended for children. In the event that you, as a legal guardian allow your child to use Q Link’s Data Services, you acknowledge that your child has the permission to use the Data Services including, without limitation, email, and web browsing capabilities. You further acknowledge that as a legal guardian, it is your responsibility to determine whether using Data Services is appropriate for your child. If you browse the internet using Data Services, you agree that you are of the minimum legal age to visit certain sites and you agree not to visit any illegal sites.
Content and Applications. Your device comes preloaded with apps and software, you agree when applying for service with Q Link Wireless that you will indemnify and hold harmless, Q Link Wireless of all Liabilities for such preloaded software being installed on your device. You can purchase Content and Applications (for example, downloadable, streaming, or networked applications, wallpapers, ringtones, games, productivity tools and video) ("Content and Apps") for and with your compatible wireless device. Some Content and Apps that you can purchase with your wireless device are not sold by Q Link Wireless and for such Content and Apps, you can identify the third-party seller at the point of purchase. Q Link Wireless is not responsible for such Content and Apps, including download, installation, use, transmission failure, interruption, or delay, or any content or website you may be able to access through the Content and Apps. Any support questions for such Content and Apps should be directed to the third-party seller identified at the point of purchase. When you download or install any Content and Apps sold by a third-party seller, you may be subject to license terms between you and the third-party seller and Content and Apps creator/owner. When you use, install, display, run, or listen to Content and Apps that you purchase from Q Link, the Content and Apps are licensed to you by Q Link Wireless and may be subject to additional license terms between you and the creator/owner of the Content and Apps. Whether purchased from Q Link Wireless or a third-party seller, any Content and Apps you purchase are licensed for personal, lawful, non-commercial use on your wireless device only. You may not transfer, copy, or reverse engineer any Content and Apps, or alter, disable or circumvent any digital rights management security features embedded in the Content and Apps. Content and Apps may not be transferable from one wireless device to another wireless device. You understand and agree that the Content and Apps contain the intellectual property of third parties. You understand and agree that the Content and Apps are protected by law (including copyright law) and are solely for your personal, non-commercial use. You agree to comply with all applicable laws (including copyright law) and may only make such copies as are reasonably necessary for your personal and non-commercial use. You agree that any other redistribution, reproduction, transmission, communication, sale, use (including, except in the case of Ringtones, as a "ringer" for a telephone), broadcast, public performance, rental or lending, adaptation, sub-license or other use of the Content and Apps without the prior written consent of the copyright owner is prohibited. You understand and agree that all rights not expressly granted herein are reserved by the applicable content owner.
Indemnification. You release us and will indemnify, defend, and hold harmless Q Link Wireless and its affiliates, and their respective officers, directors, employees, and agents, against any claim, loss, damage, settlement, cost, expense, or other liability (including attorneys' fees) arising from or related to (a) any and all Preloaded App(s), Generated App(s), Submitted Materials, or your use of the Service; or (b) your breach of or non-compliance with this Agreement (each, a "Claim"). You will not consent to the entry of a judgment or settle a Claim without our prior written consent. You will use counsel reasonably satisfactory to us to defend each Claim. If we reasonably determine that a Claim might adversely affect us, we may take control of the defense at our expense (and without limiting your indemnification obligations). Your obligations under this section are independent of your other obligations under this Agreement.
To ensure that consumer’s inquiries are handled promptly, courteously, and accurately, some of the phone calls between you and us or any of our affiliates, agents, assigns and service providers, may be monitored and recorded by us and any of our affiliates, agents, assigns and service providers, to enhance service to you. You consent to this monitoring and recording. You agree that Q Link Wireless may from time to time make calls and/or send text messages to you at any telephone numbers associated with your account, including wireless telephone numbers that could result in charges to you.
By using this website, you consent and acknowledge that Q Link Wireless may from time to time may send emails and make calls and/or send text messages and to you at any email addresses and/or telephone numbers associated with your account, including home, work and wireless telephone numbers that could result in charges to you. The manner in which these calls or text messages are made to you may include, but is not limited to, the use of prerecorded/artificial voice messages and/or automatic telephone dialing system. You further agree that Q Link Wireless may send e-mails to you at any e-mail address you provide us or use other electronic means of communication to the extent permitted by law. Consent may be revoked at any time and by any reasonable means.
28. LIMITED WARRANTY FOR MOBILE DEVICES
Your Q LINK Wireless Mobile Device shall have up to fourteen (14) days of limited warranty from the activation date of your phone, set forth below, administered by Q LINK Wireless. This limited warranty covers against defects in materials and workmanship under normal use by the Subscriber.
How to Obtain Warranty Service:
To obtain warranty service from Q LINK Wireless for your Mobile Device, contact Customer Support by dialing *611 from your Q LINK Wireless phone or calling 1-855-754-6543. If your problem cannot be resolved over the phone, our Q LINK Wireless technicians will provide you with an RMA number, which you will use to send your phone to the designated Q LINK Lifeline Service Center for replacement, at Q LINK Wireless’s discretion.
Terms of Limited Warranty:
Q LINK Wireless warrants you (the Consumer) that your Q LINK Wireless Mobile Device (Product) is free from defects in material and workmanship that may result in Product failure during normal usage, according to the following Terms and Conditions of Service:
- The limited warranty for the Product begins on the first date of phone activation.
- The limited warranty extends only to the original Subscriber of the Product. Lifeline/EBB/ACP service is non-transferable.
- The limited warranty is not assignable or transferable to any subsequent end-user.
- During the limited warranty period, Q LINK Wireless will replace, at Q LINK Wireless’s sole discretion, any defective Product, or parts (except as excluded below) with a new or refurbished replacement Product based on the following conditions:
- The Product or parts do not properly operate for their intended use (except as excluded below).
- The Product or parts are malfunctioning or failing during normal usage.
- Q LINK Wireless may, at its sole discretion, replace the Product with a refurbished Product of the same model if available, or if not available will replace with a comparable Product.
- The limited warranty does not cover loss of personal information, passwords, contacts, music, ringtones, pictures, videos, applications or other content, memory cards, software, defects in appearance, cosmetic, decorative, or structural items, including framing, and any non-operative parts.
- Q LINK Wireless shall not be liable for any other losses or damages or claimed losses or damages resulting from the malfunction of a Product. These remedies are the Consumer’s exclusive remedies for breach of warranty.
- The Subscriber shall have no coverage or benefits under this limited warranty if any of the following conditions are applicable:
- The Product has been subjected to abnormal use, abnormal conditions, improper storage, exposure to moisture or dampness, unauthorized modifications, unauthorized connections, unauthorized repair, misuse, neglect, abuse, accident, alteration, improper installation, or other acts which are not the fault of Q LINK Wireless, including damage caused by shipping.
- The Product has been damaged from external causes such as collision with an object, or from fire, flooding, sand, dirt, windstorm, lightning, earthquake, or damage from exposure to weather conditions, an Act of God, or battery leakage, theft, blown fuse, or improper use of any electrical source.
- Q LINK Wireless was not advised by the Consumer of the alleged defect or malfunction of the Product within fourteen (14) days of delivery of the Product.
- The Product serial number plate or the enhancement data code has been removed, defaced, or altered.
- The defect or damage was caused by the defective function of the cellular system, by inadequate signal reception from the external antenna, by viruses, or by other software problems introduced into the Product.
- The Product is outside of the limited warranty period.
29. TAXES AND OTHER FEES
Q LINK Wireless reserves the right to charge state and local sales taxes. You are responsible for payment or reimbursement to Q LINK Wireless of any fees, taxes or surcharges that are imposed or authorized by regulatory and governmental entities, including but not limited to, any and all applicable federal, state, local or foreign use, excise, sales, gross receipts or privilege taxes, charges or surcharges (however designated), regulatory fees, value-added and other taxes, levies, surcharges, duties, fees, pay-phone service provider compensation or other related surcharges, chargeable to or against Q LINK Wireless or the Subscriber because of the Services provided to You, as well as Q LINK Wireless administrative fees. You shall indemnify, defend, and hold harmless Q LINK Wireless against any damages, losses, claims, or judgments arising out of any exemption claimed by You or Your failure to pay taxes or regulatory fees, including, without limitation, any liens, attachments, fines, or penalties. Taxes, surcharges, and other fees are subject to change without notice.
30. REGULATORY REQUIREMENT
If a regulatory body, or a court of competent jurisdiction, issues a rule, regulation, law or order that has the effect of materially increasing the cost to provide Services hereunder or canceling, changing, or superseding any material term or provision of these Terms (collectively “Regulatory Requirement”), then these Terms shall be deemed modified in such a way as is consistent with the form, intent and purpose of these Terms and as is necessary to comply with such Regulatory Requirement. If the change has a material adverse impact on Your use of the Services, Q LINK Wireless will provide advance notice to You of the change. You may terminate the Services within thirty (30) days of receiving such notice. If You do not terminate the Services within this period, you agree to accept any such changes.
31. LAW ENFORCEMENT
Q LINK Wireless intends to fully comply with the Communications Assistance for Law Enforcement Act and other similar laws or regulations. By use of the Services, you agree that, if and as required by law enforcement entities, Q LINK Wireless may monitor or facilitate monitoring, and otherwise disclose the nature and content of communications transmitted through the Services or the Mobile Device without any further notice or liability.
These Terms shall be construed under the laws of Broward County Florida, without regard to its choice of law rules or your actual state of residence, except for the arbitration provision contained in these Terms, which will be governed by the Federal Arbitration Act. This governing law provision applies no matter where You reside or where You use or pay for the Services. Any claims, legal proceeding, or litigation not subject to the arbitration provision pursuant to this clause must be brought solely in the Southern District of Florida or Florida courts situated therein, and You consent to the jurisdiction of such courts.
33. COMPLIANCE WITH LAWS
You shall comply with all laws, statutes, ordinances, codes, regulations, and other pronouncements having the effect of law of any government authority with respect to its use of the Services.
No assignment of these Terms or any rights or obligations hereunder, by operation of law or otherwise, shall be made by You without the prior written consent of Q LINK Wireless, such consent not to be unreasonably withheld.
35. NO THIRD-PARTY BENEFICIARY
These Terms is solely for the benefit of the Parties hereto and no provision of these Terms shall be deemed to confer on other third parties any remedy, claim, liability, reimbursement, cause of action or other right.
36. NOTICES AND CONTACT INFORMATION
You may contact Q LINK Wireless at: 1-855-754-6543 or writing to Q LINK WIRELESS, LLC, 499 E Sheridan Street, Suite 300, Dania, Florida 33004, or by fax at 1-855-837-5465.
37. ENTIRE UNDERSTANDING: SEVERABILITY AND SURVIVAL
These Terms, together with any appendices, addenda, order forms, attachments, schedules, policies and exhibits attached hereto, all of which are incorporated by reference, sets forth the entire understanding of the Parties hereto with respect to the transactions contemplated hereby. Any and all previous agreements and understandings between or among the Parties regarding the subject matter hereof, whether written or oral, are superseded by these Terms. If any part of the Agreement held to be invalid or unenforceable, the rest of the Agreement remains in full force and effect. The rights, obligations and commitments under these Terms that by their nature would logically continue after the termination of the Agreement, including dispute resolution, limitation of liability, no class action, no jury trial, payment obligations, etc., shall survive the termination of the Services.
38. PROMOTIONAL OFFERS
Q Link Wireless’ promotional offers are bound to its terms, conditions, disclaimers, all materials explaining promotional rules, eligibility, materials, and timelines. All promotional offers are subject to the aforementioned Terms and Conditions, including but not limited to; complete payment of any stipulated copayment for devices, customer’s eligibility, subject to inventory’s availability, time limited as promoted, non-refundable, non-transferable, promotions that have no cash value and are not subject to be redeemed.
Furthermore, some promotions are subject to actions as instructed on promotional materials and these actions include, but are not limited to, activation of service, successful phone number transference to Q Link Wireless, payment of device copayments where required and account’s good standing for a pre-stipulated timeframe. All sales are final, subject to product’s availability and are non-refundable.
$25 Amazon.com Gift Card Promotion
The $25 Amazon.com Gift Card promotion is subject to the following terms and conditions: (1) One $25 Gift Card awarded per eligible account after a successful phone number transfer to Q Link Wireless; (2) Eligibility is determined as all accounts excluding those that have matched to other existing accounts and that have previously shown a port-in or port-out transaction, no duplicate in our system by matching email address or personal information; (3) Unclaimed Gift Cards will expire after 30 days of requirement’s fulfillment or account cancellation, and successful completion of the phone number transfer within 5 to 10 days of port in transfer number starts; (4) This offer can’t be combined with other promotions, offers and/or discounts; (5) To redeem the Amazon.com Gift Card you will receive an email with instructions. The company is not responsible for undeliverable emails and/or failures of responses in the time frame required; (6) This offer is non-refundable, non-transferable, no cash value and subject to any change without previous notification. (7) Q Link Wireless could take up to 10 days from the successful transfer date to send the email to the user with the instructions to redeem the gift card. If the user ports out or cancels the account within this timeframe, no gift card will be awarded; (8) Customers have 35 days to select an offer if no selection was completed during the enrollment process; (9) Offer only available for customers who complete the port-in number process online.
Q LINK WIRELESS REFER-A-FRIEND PROGRAM TERMS AND CONDITIONS
Q LINK Wireless may, from time to time, offer users of the Q LINK Wireless Service the opportunity to earn rewards by referring friends to try the Q LINK Wireless Service (“Q LINK Wireless Refer-a-Friend® Program” or “the Program”). Q LINK Wireless and its designees reserve the right to terminate the Program at any time for any reason.
These Terms and Conditions shall apply to a user’s participation in the Program. By participating in the Program, users agree to use the Program in the manner specified in the Terms and Conditions. If you do not agree to these Terms and Conditions in their entirety, you are not authorized to register as a referrer or to participate in the Program in any manner. Users may not participate in a Program where doing so would be prohibited by any applicable law or regulations.
In addition, personal information may be used by Q LINK Wireless to contact Users with regard to their participation in the Program and to receive advertisements and/or communications from Q LINK Wireless. When a User provides personal information about his/her friends, family members, or colleagues to receive communications via the Program, the provided personal information will be used by Q LINK Wireless for sending these communications on behalf of the User. The User understands that Q LINK Wireless may send out additional follow-up communications on behalf of the User to encourage or remind their friends, family members, or colleagues to complete the registration process, and for third party advertisement.
2. How the Program Works
To participate, visit www.QLinkWireless.com and follow the on-screen instructions to refer as many friends, family members, or colleagues as you wish to the Q-Link Wireless Program by entering the friends’ names and email addresses in the “Refer-A-Friend” box.
Users who refer are called “Referrers”; individuals who are referred are called “Referees.” For every Referee (defined below), the Referrer may be eligible to receive “Reward(s)” (also defined below), provided Referrer is otherwise eligible under, and fully compliant with, these Terms and Conditions. We reserve the right to modify or amend at any time these Terms and Conditions and the methods through which Rewards are earned. We reserve the right to disqualify any User at any time from participation in the Program if he/she does not comply with any of these Terms and Conditions.
Referrers must be legal residents of the 50 United States, the District of Columbia, Puerto Rico, the U.S. Virgin Islands, or Guam who:
- Are current Q LINK Wireless Subscriber who maintains Lifeline/ACP/EBB eligibility at the time of the referral and at the time the Reward Credit is given;
- Are 18 years of age or older.
- Have the legal right to provide the personal information (e.g.: name and email address) of each Referee.
- Are not currently employed by Q LINK Wireless, are immediate family members of Q LINK Wireless employees, or Q LINK Wireless Released Parties, or their subsidiaries, affiliates, or promotional agencies.
Referrers may only refer third-party individuals who meet the requirements of these Terms and Conditions.
Credit can only be awarded for “Qualified Referrals.” A Qualified Referral means that all the following conditions are met:
- The Referee completed the registration process by signing up over the phone or online at QLinkWireless.com;
- The Referrer and the Referee are both qualified for Q LINK Wireless Lifeline at the time of referral and at the time Reward Credit is given;
- The Referee was not previously registered with the Q LINK Wireless Lifeline Service under any email address or alias;
- The Referrer and the Referee are both legal residents of the 50 United States, the District of Columbia, Puerto Rico, the U.S. Virgin Islands, or Guam, and are 18 years or older;
- Only one Qualified Referral can be earned for each Qualified Referee. Any additional participation in the Q LINK Lifeline Services or subsequent purchases made by the Referee will not be counted as Qualified Referrals;
- Both the Referee and the Referrer meet all requirements set forth by Q LINK Wireless and rules of the Lifeline program as set forth by federal and state agencies.
Referrer shall receive various promotional credits from Q LINK Wireless in the form of free or discounted services, at Q LINK’s sole discretion. All credits exclude applicable surcharges, fees, and taxes. Credit(s) have no cash value, are non-refundable, and non- transferable. If either Referrer or Referee cancels before ninety (90) days from the date the Referee subscribes to Q LINK Wireless Service, this will result in the loss of and/or chargeback of associated credits.
The offer is good while supplies last. Certain types of referrals, including but not limited to referring oneself or someone living in the same residence as Referrer, are prohibited. Q LINK Wireless purchases made at retail are not eligible for Refer-A-Friend® program. Q LINK Wireless customers who have cancelled service within the last ninety (90) days are not eligible for this offer.
Credits are subject to verification. Q LINK Wireless and its designees may withhold a Credit for investigation or refuse to process any transaction Q LINK Wireless deems fraudulent, suspicious, in violation of these Terms and Conditions, or may impose liability on Q LINK Wireless, its subsidiaries, affiliates, or any of their respective officers, directors, employees, representatives, and agents. Credit and/or Rewards are not transferable and may not be auctioned, traded, bartered, or sold. Upon termination of the Program or any portion thereof for any reason, or upon cancellation of a Referrer’s Q LINK Wireless account for any reason, any unredeemed Credit and/or Rewards accumulated by Referrer are forfeited. Q LINK Wireless and its designees’ decisions are final and binding, including decisions as to whether a Qualified Referral Credit is valid.
Messages sent to Referees comport with the requirements of the CAN-SPAM Act. As a result, Q LINK’s email messages to Referees will:
- Accurately identify Q LINK Wireless as the entity who initiated the message;
- Identify the message as an advertisement for Q LINK Wireless Lifeline Services;
- Inform the Referee of Q LINK Wireless’s valid physical postal address, a post office box registered with the U.S. Postal Service, or a private mailbox registered with a commercial mail receiving agency established under Postal Service regulations;
- Inform Referee how to opt out of receiving future emails relating to the Program. The message to the Referee will include a clear and conspicuous explanation of how the Referee can opt out of getting email in the future, including the option to stop all commercial messages from Q LINK Wireless; and
- Honor opt-out requests received within ten (10) business days if received by Q LINK Wireless within thirty (30) days of the date when the original message was sent. Once a Referee opts-out Q LINK Wireless will not sell or transfer the Referee’s email addresses, even in the form of a mailing list, except for purposes of complying with the CAN-SPAM Act.
By participating in the Program, Users agree:
- to be bound by these Terms and Conditions, the decisions of the Q LINK Wireless and/or its designees, and the Privacy Policies of Q LINK Wireless;
- to release and hold harmless Q LINK Wireless and its designees, their respective parent companies, affiliates and subsidiaries, together with their respective employees, directors, officers, licensees, licensors, shareholders, attorneys, and agents including, without limitation, their respective advertising and promotion entities and any person or entity associated with the production, operation, or administration of the Program (collectively, the “Released Parties”), from any and all claims, demands, damages, losses, liabilities, costs, or expenses caused by, arising out of, in connection with, or related to their participation in the Program (including, without limitation, any property loss, damage, personal injury, or death caused to any person(s) and/or the awarding, receipt, and/or use or misuse of the Program or any Reward); and
- to be contacted by Released Parties via email.
The Released Parties reserve the right to make changes or additions to these Terms and Conditions for any reason at any time. Released Parties’ failure to enforce any term of these Terms and Conditions shall not constitute a waiver of that provision.
The Released Parties shall not be liable for:
- late, lost, delayed, stolen, misdirected, incomplete unreadable, inaccurate, garbled or unintelligible entries, communications, or affidavits, regardless of the method of transmission;
- telephone system, telephone or computer hardware, software, or other technical or computer malfunctions, lost connections, disconnections, delays, or transmission errors;
- data corruption, theft, destruction, unauthorized access to, alteration of, or entry into other materials;
- any injuries, losses, or damages of any kind resulting from acceptance, possession, or use of a Reward, or from participation in the Program; or
- any printing, typographical, administrative, or technological errors in any websites or materials associated with the Program. Released Parties disclaim any liability for damage to any computer system resulting from participating in (or accessing or downloading information in connection with) the Program, and reserve the right, at their sole discretion, to cancel, modify, or suspend the Program should a virus, bug, computer problem, unauthorized intervention, or other causes beyond the Released Parties’ control, corrupt the administration, security, or proper play of the Program.
The Released Parties shall not be liable to any Users for failure to supply any Reward or any part thereof, by reason of any Acts of God, action(s), regulation(s), order(s), or request(s) by any governmental or quasi-governmental entity (whether or not the action(s), regulations(s), order(s), or request(s) prove(s) to be invalid), equipment failure, threatened terrorist acts, terrorist acts, air raid, blackout, act of public enemy, earthquake, tornado, tsunami, war (declared or undeclared), fire, flood, epidemic, explosion, unusually severe weather, hurricane, embargo, labor dispute or strike (whether legal or illegal), labor or material shortage, transportation interruption of any kind, work slow-down, civil disturbance, insurrection, riot, or any other similar or dissimilar cause beyond any of the Released Parties’ control.
As a condition of entering the Program, Users agree that under no circumstances will Users be entitled to any awards for any losses or damages, and Users hereby waive all rights to claim punitive, incidental, consequential, and/or any other damages, and waive any and all rights to have damages multiplied or otherwise increased.
Released Parties reserve the right to cancel or suspend this Program for any reason, including if it determines in its sole discretion, that the administration, security, or fairness of this Program has been compromised in any way.
4. Applicable Law
Any and all disputes, claims, and causes of action arising out of or related to this Program or any prize awarded shall be resolved under Florida law (without reference to its conflicts of laws principles), and participant agrees to submit any dispute to the binding and mandatory arbitration provisions contained in the Q LINK Terms and Conditions, incorporated herein.
PLEASE READ THIS SECTION CAREFULLY, AS IT AFFECTS RIGHTS THAT YOU MAY OTHERWISE HAVE. IT PROVIDES FOR RESOLUTION OF ALL DISPUTES AND CLAIMS THROUGH MANDATORY ARBITRATION FOR ALL CLAIMS RELATING TO THE PROGRAM INSTEAD OF SUING IN COURT IN THE EVENT THE PARTIES ARE UNABLE TO RESOLVE A DISPUTE OR CLAIM. ARBITRATION IS BINDING. THIS ARBITRATION CLAUSE SHALL SURVIVE TERMINATION OF Q LINK WIRELESS’ AGREEMENT WITH YOU.
Participation in the Program and/or acceptance of a Reward constitutes permission for Q LINK Wireless and its designees to use any User’s first and last name, company name, profile information, statements, biographical information, and city and state address for any and all promotional or advertising purposes in connection with the Program, on a worldwide basis, and in all forms of media without review, permission, or further compensation of any amount or kind whatsoever, where permitted by law.
6. Prohibited Conduct
Users agree not to use the Program to:
- Violate applicable law;
- Infringe upon the intellectual property rights of the Q LINK Wireless and its designees or any third parties;
- Stalk, harass, or harm another individual;
- Collect or store personal data about other Users;
- Impersonate any person, or otherwise misrepresent the User’s identity;
- Interfere with, disrupt, or violate the Terms and Conditions or servers or networks connected to the Program; or disobey any requirements, procedures, policies, or regulations of such networks;
- Interfere with another User’s use of the Program;
- Attempt to gain unauthorized access to the Program, or to other accounts, computer systems, or networks connected to the Program;
- Transmit any file that contains viruses, worms, Trojan horses, or any other contaminating or destructive features;
- Conduct any activity or solicit the performance of any illegal activity or other activity that infringes the rights of others;
- Resell, barter, trade, auction, or otherwise generate income by providing access to the Program to others.
Q LINK Wireless and its designees may prohibit an user from participating in the program or receiving a credit or reward, at their sole discretion, if they determine such user is attempting to undermine the fairness, integrity, or legitimate operation of the program in any way by cheating, hacking, deception, or any other unfair playing practices or by intending to annoy, abuse, threaten, or harass any other users or representatives of Q LINK Wireless and its designees. Use of any automated system to participate is strictly prohibited and will result in disqualification. Users may not enter with multiple or fake email addresses or accounts, use fictitious identities, or use any system, bot, or other device or artifice to participate in the program or receive a reward. Q LINK Wireless and its designees reserve the right to disqualify any user and/or cancel any reward(s) it finds to be tampering with the entry process or the operation of the program or violating these Terms and Conditions. Referrals generated by a script, macro, or other automated means will be disqualified. If a solution cannot be found to restore the integrity of the Program, we reserve the right to cancel, change, or suspend the Program.
CAUTION: ANY ATTEMPT TO DELIBERATELY DAMAGE OR UNDERMINE THE LEGITIMATE OPERATION OF THE PROGRAM MAY BE IN VIOLATION OF CRIMINAL AND CIVIL LAWS AND WILL RESULT IN DISQUALIFICATION FROM PARTICIPATION IN THE PROGRAM. SHOULD SUCH AN ATTEMPT BE MADE, Q LINK Wireless and its designees RESERVE THE RIGHT TO SEEK REMEDIES AND DAMAGES (INCLUDING ATTORNEY FEES) TO THE FULLEST EXTENT OF THE LAW, INCLUDING CRIMINAL PROSECUTION.
Q LINK Wireless LLC is a registered trademark and a subsidiary of Quadrant Holdings Group, LLC.
STATE-SPECIFIC TERMS AND CONDITIONS
The additional terms provided below apply only to residents of the States as specified who are meet the eligibility requirements for Q LINK Wireless Lifeline Service. If you have questions about Q LINK Wireless not addressed by the terms, please contact Q LINK Wireless Customer Support at 1-855-754-6543.
TERMS FOR ARIZONA RESIDENTS:
Q LINK Wireless reserves the right to modify its plans. Pursuant to the Arizona Revised Statutes § 40-367, in the event of any material changes, Q LINK Wireless will provide the Commission and the public with at least a thirty-day (30) notice of any proposed changes to the rates and Plans.
Notice of Subscriber Rights
This Notice of Subscriber Rights is provided in accordance with Arizona State law. Q LINK Wireless provides this notice to new customers at the time of enrollment and upon request. Subscribers may contact Q LINK Wireless Customer Support at:
Q LINK WIRELESS, LLC
499 E Sheridan Street
Dania, Florida 33004
Q LINK Wireless is prohibited from adding products and services to a customer’s account without the customer’s authorization. Q LINK Wireless provides prepaid services. However, in the event Q LINK Wireless provides bills or invoices to its subscribers, Q LINK Wireless is required by law to remove any unauthorized charge or any unauthorized service from a subscriber’s account and to restore the subscriber’s originally requested plan. Further, Q LINK Wireless shall not charge a subscriber for restoring the subscriber to its original service plan. Q LINK Wireless must refund or credit, at the subscriber’s option, to the subscriber any amount paid for any unauthorized charge. If any unauthorized charge is not refunded or credited within two billing cycles, Q LINK Wireless shall pay interest on the amount of any unauthorized charges at an annual rate established by the Arizona Corporate Commission until the unauthorized charge is refunded or credited. A subscriber who has been charged unauthorized charges, or “Crammed,” can report the unauthorized charge to the Commission at:
Arizona Corporate Commission Customer Service
1200 W. Washington
Phoenix, Arizona 85007-2996
Phone: 1 (800) 345-5819
Q LINK Wireless is required to file with the Arizona Corporation Commission Tariffs regarding the delivery of certain services. In the event that such Tariffs are filed with respect to any of the Services ordered by You, the terms set forth in the applicable Tariff (or any successor document in the event of DE tariffing) shall govern Q LINK Wireless’ delivery of, and Your use of, the Services subject to the tariff. Such tariffs are hereby incorporated by reference and shall take precedence over any conflicting provision in these terms.
TERMS FOR ARKANSAS RESIDENTS:
In Arkansas, Q LINK Wireless shall provide a rate plan that offers at least a minimum of 500 voice minutes per month.
FOR CA RESIDENTS ONLY:
The following California Specific Terms ("California Terms") apply to all Q Link Wireless services provided in the State of California.
- All Q Link Wireless Customers will have access to 911 and/or E911 emergency calling services in compliance with federal and state requirements. Customers on Q Link Wireless’ network will be able to dial 911 without regard to whether the Customer has remaining airtime minutes available. Q Link Wireless will provide potential and existing Customers with information regarding 911 and/or E911 emergency calling service in accordance with federal and state requirements.
- As required by Public Utilities Code §2881, Q Link Wireless California Customers who are deaf or hearing-impaired or who have speech disabilities will have access to California Relay
- Upon Customer request, Q Link Wireless will block access to 900/976 information service Any 900/976 charges inadvertently or mistakenly incurred will be subject to a free one- time billing adjustment.
- Q Link Wireless will provide access to public safety N11s (211, 311, 511, 711, 811 and 911) without fee but with minutes decremented for 211, 311, 511, 711, and 811 calls on non- unlimited calls.
- Q Link Wireless will provide access to 411 directory assistance through its underlying
- Customer’s Phone will not work if wireless towers and related equipment loses commercial power and does not have backup power and/or the Customer’s Phone is not charged.
TERMS FOR COLORADO RESIDENTS:
In the State of Colorado, Q LINK Wireless Lifeline Service Subscribers may direct complaints regarding their Lifeline service to the State Public Service Commission/Public Utility Commission at:
Colorado Public Utilities Commission
1560 Broadway, Suite 250
Denver, CO 80202
Phone: (303) 894-2070 or (800) 456-0858
In Colorado, Q LINK Wireless shall provide a rate plan that offers at least equivalent to the minimum value of $13.50 per month (250 free voice minutes).
TERMS FOR GEORGIA RESIDENTS:
In the State of Georgia, unresolved complaints concerning Lifeline service can be directed to:
Georgia Public Service Commission
Consumer Affairs Unit
(404) 656-4501 or (800) 282-5813
Additionally, subscribers may purchase additional voice minutes at a cost of no more than $0.10 per minute.
TERMS FOR IOWA RESIDENTS:
In the State of Iowa, Q LINK Wireless Lifeline Service Subscribers may direct complaints regarding their Lifeline service to the State Public Service Commission/Public Utility Commission at:
Iowa Utilities Board
350 Maple Street
Des Moines, IA
Q LINK Wireless certifies that it will not charge Lifeline subscribers an early termination fee or cancellation fees for service.
TERMS FOR KANSAS RESIDENTS:
In the State of Kansas, Q LINK Wireless Lifeline Service Subscribers may direct any unresolved questions or complaints regarding their Lifeline service to the State Public Service Commission/Public Utility Commission at:
Kansas Corporation Commission KCC - Consumer Protection
1500 SW Arrowhead Road
Topeka, KS 66604
Toll-free: (800) 662-0027 or Local/Topeka: (785) 271-3140 between 8 a.m. and 5 p.m.
Hearing or speech impaired subscribers can contact: TDD Kansas Relay Center at (800) 766-3777.
Q LINK Wireless customers will be able to apply the Lifeline discount to any calling plan offered by Q LINK Wireless to non-Lifeline subscribers.
TERMS FOR MINNESOTA RESIDENTS
In Minnesota, Q LINK Wireless shall provide customers the option to purchase additional voice minutes at a cost of no more than $0.10 per minute in denominations beginning at $5.00. Q LINK Wireless' rate for additional voice minutes will match the lowest level offered for such service in any other jurisdiction in which Q LINK Wireless provides wireless Lifeline service (if lower than $0.10 per minute).
TERMS FOR NEVADA RESIDENTS
Q LINK Wireless tariff filed with the Nevada Public Service Commission is for informational purposes only. The terms and conditions of service as outlined on Q LINK Wireless’ website contain the terms and conditions of service and as such take precedence over informational the informational tariff. Q LINK Wireless subscribers should rely on the terms and conditions on the website for complete, up-to-date provisions.
TERMS FOR OHIO RESIDENTS
To the extent that Q LINK Wireless makes any material change in its rates, terms, and conditions of service or any change in Q LINK Wireless’ operations that are not transparent to customers, and it may impact service, Q LINK Wireless will provide subscribers at least a fifteen (15) days advance notice. Q LINK Wireless will file a copy of its material change notice to subscribers with the Ohio Public Utilities Commission. Q LINK Wireless will also notify the Commission by filing of any changes to the existing rates, terms, and conditions of its Lifeline service offering.
In the event of a billing dispute, you should contact Q LINK Wireless Customer Support at 1-855-754-6543. Additionally, Q LINK Wireless Lifeline Subscribers may direct complaints regarding their Q LINK Lifeline service to the State Public Service Commission/Public Utility Commission at:
Public Utilities Commission of Ohio (PUCO)
(800) 686-7826 (toll free), 8:00 a.m. to 5:00 p.m. weekdays
Hearing or speech impaired customers may dial 7-1-1 (Ohio Relay Service)
TERMS FOR OKLAHOMA RESIDENTS
In Oklahoma, Q LINK Wireless shall provide a rate plan that offers at least the equivalent of the undiscounted value of $40.
TERMS FOR PENNSYLVANIA RESIDENTS:
Q LINK Wireless certifies that it will not charge Lifeline subscribers an early termination fee or cancellation fees for service.
Q LINK Lifeline Subscribers will have a one-year factory warranty for their Mobile Device from the date of activation. The warranty covers any problems with the handsets and/or accessories and will be replaced or repaired, at no charge to the customer if reported in within the designated time. You must advise Q LINK Wireless of the alleged defect or malfunction of the product within ten (10) business days of the occurrence or the defect or ten (10) days of the applicable limited warranty period. After ten (10) days, you will need to inquire about purchasing a replacement.
Q Link Wireless will inform existing subscribers of the availability of Lifeline service twice annually by text or email message, in compliance with Section 3019(f)(4) of the Pennsylvania Public Utility Code.
In the State of Pennsylvania, Q LINK Wireless Lifeline Service Subscribers may direct any unresolved questions or complaints regarding their Lifeline service to the State Public Service Commission/Public Utility Commission at:
Pennsylvania Public Utility Commission
Bureau of Consumer Services
P.O. Box 3265
Harrisburg, PA 17105-3265
TERMS FOR PUERTO RICO RESIDENTS
Unresolved questions or complaints and to seek revision of any adverse decision, contact: Telecommunications Bureau of the Puerto Rico Public Service Regulatory Board, 500 Ave. Roberto H. Todd (Parada 18-Santurce), San Juan, Puerto Rico 00907-3941.
TERMS FOR SOUTH CAROLINA RESIDENTS:
Q LINK Wireless commits to notifying subscribers at least sixty (60) days prior to termination of the subscriber’s service if the carrier has a reasonable basis to believe that the subscriber no longer meets the Lifeline qualifying criteria.
Q LINK Wireless Lifeline Service Subscribers may purchase additional voice minutes at a cost of $0.10 per minute. Q LINK Wireless Lifeline Subscribers who wish to port their number will not be charged a fee.
TERMS FOR VERMONT RESIDENTS:
Q LINK Wireless will provide all subscribers the option to request call blocking to prevent the display of their name and telephone number on a phone or device with caller identification capability. Per call blocking will be provided at no cost to all subscribers.
If you desire to port your telephone number to another carrier, Q LINK will comply to port your number after the other carrier makes a request consistent with the standards and procedures established by the Federal Communications Commission.
If a subscriber makes Q LINK Wireless aware of any dispute or complaint with Q LINK Wireless or Q LINK Wireless Lifeline Service, Q LINK Wireless commits to investigating the matter, trying to find a resolution, and responding within seven (7) business days of receipt of the inquiry or complaint with its decision.
If a subscriber is unsatisfied with the decision, the subscriber will have the option to seek review of the matter by higher management within Q LINK Wireless and shall receive a response within fourteen (14) days of the date of the appeal of the initial dispute decision.
In the State of Vermont, Q LINK Wireless Lifeline Service Subscribers may also direct any unresolved questions or complaints regarding their Lifeline service to:
Vermont Department of Public Service Consumer Affairs & Public Information Division
112 State Street, 3rd Fl
Montpelier, VT 05620-2601
(800) 622-4496 or (802) 828-2811
TTY: (800) 734-8390
TERMS FOR WASHINGTON RESIDENTS:
In the State of Washington, Q LINK Wireless Lifeline Service Subscribers may direct any unresolved questions or complaints regarding their Lifeline service to the State Public Service Commission/Public Utility Commission at:
Washington State Office of Attorney General Consumer Protection Division
Q LINK Wireless shall file any changes to its rates or terms and conditions at least one day prior to the effective date of the change. Q LINK Wireless commits to changing its rates in a way that would result in increased minutes or enhanced features for Washington State subscribers.
TERMS FOR WEST VIRGINIA RESIDENTS
Q LINK Wireless tariff filed with the West Virginia Public Service Commission is for informational purposes only. The terms and conditions of service as outlined on Q LINK Wireless’ website contain the terms and conditions of service and as such take precedence over informational the informational tariff. Q LINK Wireless subscribers should rely on the terms and conditions on the website for complete, up-to-date provisions.
In the State of West Virginia, Q LINK Wireless Lifeline Program Subscribers may direct any unresolved questions or complaints regarding their Lifeline service to the State Public Service Commission/Public Utility Commission at:
West Virginia Public Service Commission
201 Brooks Street
Charleston, WV 25301
LAW ENFORCEMENT REQUESTS GUIDELINES
These guidelines are solely intended for use by law enforcement or official representatives of government agencies. These guidelines are not intended for requests for information by Q LINK customers, Q LINK’s customers’ end users, civil litigants, or criminal defendants.
How Do I Submit a Request?
Please submit your request to Q LINK Subpoena Compliance Department through one of the following means:
Q Link Wireless
MAIL or IN PERSON:
If your agency must submit requests via mail or in person, our address is as follows:
499 E Sheridan St, STE 400, Dania, Florida 33004.
Requirements for submitting a legal Request:
For Q LINK to process your request it must meet the following conditions:
- Include a valid and enforceable formal legal process (e.g., a subpoena, court order, or search warrant) that compels Q LINK Wireless to produce the information requested.
- Contain the law enforcement agency or government representative who is authorized to serve the request and contact information:
- Agent’s Name and Title/Position.
- Work-authorized email address.
- Phone number.
- State with particularity the categories of records or information sought;
- Include sufficient information regarding the customer account, such as a phone number or account identifier, for Q LINK Wireless to identify the customer account(s) at issue; and
- Indicate the specific time period for which information is requested.
- Response deadline should be stated clearly in both the submission documentation and the formal request itself.
Q LINK Wireless typically responds to valid requests for information within three (3) weeks and will only return data via email at the email address provided on the request.