In-Effect Date: February 28, 2020
Access Card: a radio frequency identification (RFID) card allowing FLO Users access to Charging Services on the FLO Network and some Roaming Networks, bearing a unique identification number and enabling a Charging Station to identify a FLO User and the corresponding FLO User Account.
Charging Fees: payments made by FLO Users for Charging Services.
Charging Services: services enabling a FLO User to charge the battery of their EV at a Charging Station through the Networks.
Charging Session: a continuous session during which a FLO User uses a Charging Station to charge an EV battery.
Charging Station: EV supply equipment or a direct current fast charger that provides Charging Services.
EV: an electric vehicle.
FLO: Services FLO Inc., having its head office and principal place of business at 2800 Louis-Lumière, Suite 100, Quebec City, Province of Quebec, G1P 0A4.
FLO Mobile App: FLO’s mobile application that is available for download on mobile equipment, giving FLO Users access to their FLO User Account, Charging Services on the Networks, and information regarding the Networks, including mapping of the Charging Stations available for use on the Networks.
FLO Network: a network of Charging Stations across North America operated and managed by FLO and its affiliates.
FLO User Account: an account created by a FLO User on the FLO Website or FLO Mobile App that gives FLO Users access to the Charging Services and allows them to deposit funds to pay for the Charging Services.
FLO Website: FLO’s website, located at www.flo.com/en-CA/, giving FLO Users access to their FLO User Account information and to information regarding the Networks, including mapping of the Charging Stations available for use on the Networks.
Networks: the FLO Network and the Roaming Networks.
Roaming Networks: EV charging networks on which FLO Users are permitted to obtain Charging Services using their FLO User Accounts.
Taxes: tax applicable, if any, required by the relevant authority, to the Charging Fees and any other services provided by FLO or a Roaming Network with respect to the Charging Services, including but not limited to goods and services tax/harmonized sales tax imposed by the federal and any provincial, territorial or municipal government and each a Tax.
All references to currency are Canadian dollars.
3. FLO’s Commitment to FLO Users
4. Becoming a FLO User
To become a FLO User, you need to create a FLO User Account. You can set up a FLO User Account from the FLO Website www.flo.com/en-CA or by downloading the FLO Mobile App.
To download the FLO Mobile App on an Apple device use:
To download the FLO Mobile App on an Android device use:
You will need to provide the following information to create a FLO User Account:
- Name (first and last);
- E-mail address; and
- Chosen password.
It is your responsibility to keep your FLO User Account information including your e-mail address up to date. You can notify FLO’s Customer Experience Team of any changes by writing to: email@example.com.
5. Deposits for Charging Services
Before you can access the Charging Services, you must deposit a minimum of $10.00 to your FLO User Account. You can make the deposit using the FLO Website or the FLO Mobile App. For additional deposits to your FLO User Account, the minimum amount is $10.00. No deposits to your FLO User Account are required to access Charging Stations that are free-of-charge (i.e. where there are no Charging Fees in effect).
You must use an accepted credit card to deposit funds to your FLO User Account. Currently Visa®, MasterCard® and AMEX® credit cards are accepted. Prior to charging your credit card, an authorization process will occur for the amount of your transaction. FLO uses a third-party payment processor (currently Stripe®) to securely process credit card transactions, including deposits to your FLO User Account.
All FLO User Account deposits received by FLO are placed in a trust account and FLO is the trustee of this trust account for its FLO Users’ benefit. The deposits to your FLO User Account do not earn, and FLO will not pay, interest.
6. Payment for Charging Services
You can pay for Charging Services on the FLO Network using your Access Card, the FLO Mobile App or, by calling the toll-free number on the Charging Station and providing your member number (an additional fee is applied when using the toll-free number).
Payment for Charging Services on the Roaming Networks may vary. Some Charging Stations on the Roaming Networks will only allow you to pay through the FLO Mobile App while others may also accept payment using your Access Card. Please review the signage at the individual Charging Station for details or call FLO Customer Experience for assistance.
After each Charging Session, your FLO User Account will be debited the cost of the Charging Fees plus applicable Taxes. If for some reason Charging Fees cannot be processed at the time of charging, charging information will be saved and your FLO User Account will be debited the cost at a later time. The balance of your FLO User Account may become negative after a Charging Session and you will need to replenish your FLO User Account to cover any such negative balance. You will not be able to use the Charging Services while you have a negative balance in your FLO User Account.
Charging Fees may vary by Charging Station and are set by the Charging Station owner, which may be FLO, the Charging Station’s site-host, or, in the case of a Roaming Network, the person authorized to set the fees on that Roaming Network.
If you have questions regarding your transaction history or any correction thereto, or if you wish to dispute any transaction or correction that has been applied to your FLO User Account, please contact FLO Customer Experience at firstname.lastname@example.org within thirty (30) calendar days of the transaction in question. Assuming you provide sufficient details, FLO will review your claim and respond with its findings. If FLO finds a billing error, FLO will correct the error promptly after completing its review. Any reimbursements by FLO for billing errors will be made in the form of a deposit to your FLO User Account. FLO will not make reimbursements to credit cards or issue cheques. FLO will not be responsible for any expenses incurred or direct or indirect damages resulting from billing errors. If FLO does not find a billing error, FLO will explain its findings. FLO will not review or correct any billing error submitted by a FLO User more than thirty (30) calendar days from the date of the transaction.
7. Reimbursement of Deposits
You may request reimbursement of the balance in your FLO User Account by contacting FLO Customer Experience at email@example.com.
Reimbursements may only be requested by the actual credit card holder and will only be made to the credit card used to make the deposits. In exceptional circumstances, and at FLO’s sole discretion only, reimbursement may be made by cheque.
8. Access Card
You can purchase an Access Card on the FLO Website or through the FLO Mobile App. To pay for the Access Card via your FLO User Account, your FLO User Account balance must be sufficient to cover the purchase price of the Access Card. You can also purchase an Access Card at the time you set up your FLO User Account, but your FLO User Account balance must be sufficient to cover the purchase price of the Access Card.
The current price of an Access Card is the price indicated on the FLO Website at the time of purchase plus Tax. FLO will use reasonable commercial efforts to mail your Access Card within ten (10) business days from the date of purchase. If you have not received your Access Card within twenty (20) business days from the date of purchase, please contact FLO Customer Experience at firstname.lastname@example.org for assistance.
9. Lost, Stolen or Damaged Access Card
You should treat your Access Card like cash and not disclose your FLO User Account information to anyone. If your Access Card is lost or stolen, anyone who obtains possession of it may use your Access Card. You are responsible and FLO will not be liable for any and all transactions on your Access Card, including unauthorized transactions.
If your Access Card becomes lost, stolen or damaged, immediately notify FLO Customer Experience by e-mail to email@example.com or by calling the toll-free number on the FLO Website. Your FLO User Account balance is protected from the time FLO confirms receipt of your written or telephone notice of loss, theft or damage. Upon receiving this notice, FLO will delete the lost, stolen or damaged Access Card from your FLO User Account and it will no longer be useable.
To replace an Access Card for any reason, contact FLO Customer Experience by e-mail to firstname.lastname@example.org or by calling the toll-free number on the FLO Website and a new Access Card will be mailed to you. If a replacement is required because of a defect in the Access Card that is not caused by improper use or abuse, FLO will cover the cost of replacing the Access Card, including shipping fees within Canada. For a replacement required because of Access Card loss, theft or damage, including from improper use or abuse, you will be charged a fee equal to the purchase price of a new Access Card plus Tax. In case of any dispute concerning the reason for Access Card replacement, you agree, if requested, to provide a photo of the Access Card or return the physical Access Card for inspection by FLO. Any funds remaining in your FLO User Account will be transferred to your new Access Card prior to its sending by FLO.
10. Charging Station Location and Availability
11. Charging Fees
Charging Fees are set by Charging Station owners, at their sole discretion and in accordance with applicable law. Some Charging Stations are free-of-charge.
Charging Stations may display applicable Charging Fees in different ways. For Charging Stations with screens that are manufactured by AddÉnergie Technologies Inc., the Charging Fee will appear on a scrolling display. For Charging Stations without screens, including those on Roaming Networks, please verify posted signage or call FLO Customer Experience at the number on the FLO Website for applicable Charging Fees. Charging Fees are also posted on the Charging Station map available on the FLO Mobile App and FLO Website. Tax is payable on all Charging Fees.
For Charging Stations on the FLO Network, when the Charging Fee is based on an hourly rate, the Charging Session is billed in proportion to the time you use the Charging Services, to the second. Time is calculated based on the total period your EV is connected to the Charging Station, even if your Charging Session has terminated. To avoid unnecessary charges on time-based Charging Stations, please ensure you remove your EV promptly from the Charging Station after completion of the Charging Session.
For Charging Stations on Roaming Networks, Charging Fees will be based on the rules of the Roaming Network. It is your responsibility to confirm any Charging Fees in advance of starting a Charging Session on a Roaming Network. Any questions regarding payment for Charging Sessions on Roaming Networks can be directed to FLO Customer Experience at email@example.com and are governed by Section 6 above.
Any additional fees associated with accessing the Networks (e.g. cellular data fees incurred for use of a smart phone or parking fees/tickets where applicable) are the FLO User’s sole responsibility.
12. Charging Sessions
Charging Sessions on the FLO Network
A FLO User with a valid FLO User Account containing a positive balance of any amount may use the Charging Services at any available Charging Station on the FLO Network.
To activate a Charging Station that is on the FLO Network, you must either:
- Tap your Access Card on the designated area on the Charging Station;
- Use your smart phone to find the Charging Station through the FLO Mobile App and follow the directives to start the activation process; or
- Call FLO’s 24/7 on-the-road support team at the number posted on the Charging Station and provide your FLO User Account number (an additional fee will be applied).
Charging Sessions on Roaming Networks
Accessing and activating a Charging Station on a Roaming Network may be different. For instance, some Charging Stations may only allow you to activate them using the FLO Mobile App while others may accept your Access Card. Please review the signage at the individual Charging Station for details or call FLO’s 24/7 on-the-road support team for assistance.
For Charging Sessions on all Networks, the data generated by the Charging Station will indicate and be proof of the period of use of a Charging Station by a FLO User.
13. Transaction Receipt
After each Charging Session, you will receive a receipt of the transaction at the e-mail address specified in your FLO User Account. The receipt will specify that your FLO User Account has been debited for the Charging Fees associated with the Charging Session. If the Charging Session occurred at a Charging Station on the FLO Network the Transaction Receipt will specify the following information:
- Access Card identification;
- Name of Network;
- Name of Park (group of Charging Stations in which Charging Station is located);
- Name of Charging Station;
- Date and time of the start of the Charging Session;
- Date and time of the end of the Charging Session;
- Energy consumed;
- Duration of Charging Session;
- Cost of Charging Session;
- Applicable Taxes;
- Total cost of the Charging Session; and
- Balance of FLO User Account.
Please note that FLO Charging Stations do not provide physical receipts.
If the Charging Session occurred at a Charging Station on a Roaming Network, the Transaction Receipt may specify different information.
14. Charging Station Availability
To determine whether a Charging Station is available for use, please consult the FLO Mobile App or the FLO Website. FLO assumes no direct or indirect liability in the event that the actual Charging Station availability or status differs from the information provided on the FLO Mobile App or on the FLO Website.
15. FLO User Obligations
You agree to pay all Charging Fees for the Charging Services initiated by you or through the use of your Access Card, the FLO Mobile App, or telephone request connected to your User Account.
You must comply with all applicable laws and regulations related to the Charging Stations and/or the property on which the Charging Stations are located. You are solely responsible for any damage that you cause to the Charging Station or the area in which it is located and you must immediately inform FLO Customer Experience in writing of any such damage at firstname.lastname@example.org, providing the location, Charging Station number, type of damage caused and a photo of the damage, if applicable.
You represent that all information in your FLO User Account is accurate and up-to-date and agree to take all steps necessary to update your FLO User Account information within a reasonable time if the information changes.
16. Use of the FLO Website and FLO Mobile App
You acknowledge and agree that FLO may modify the FLO Website and FLO Mobile App in any way and at any time, with or without notice. You further acknowledge and agree that, while FLO has attempted to provide accurate information on the FLO Website and FLO Mobile App, such information may change frequently. In no event will FLO be responsible for the accuracy, usefulness or completeness of any information, materials or other content on the FLO Website or FLO Mobile App, nor does FLO warrant that any such information, materials, or other content is up-to date.
17. Personal Information
18. Term and Termination
Upon termination, the FLO User Account you have created will, thereafter, be closed and the amounts deposited in the trust account in your name will be reimbursed, net of any amounts owing by you to FLO, as described in the paragraph titled “Reimbursement of Deposits”.
You agree that FLO will not be liable to you or to any third party for termination of your access to the Networks or Sites for any reason.
20. Disclaimer of Warranties
YOU EXPRESSLY AGREE THAT THE USE OF THE NETWORKS, THE CHARGING STATIONS AND THE ACCESS CARDS IS AT YOUR SOLE RISK. THE NETWORKS, THE CHARGING STATIONS AND THE ACCESS CARDS ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS FOR YOUR USE, WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, ANY WARRANTY OF MERCHANTIBILITY, SATISFACTORY QUALITY, NON-INFRINGEMENT OR FITNESS FOR A PARTICULAR PURPOSE. FLO PROVIDES THE FLO NETWORK AND ACCESS CARD AND FLO OR THE CHARGING STATION HOST PROVIDES THE CHARGING STATION ON A COMMERCIALLY REASONABLE BASIS AND FLO DOES NOT GUARANTEE THAT YOU WILL BE ABLE TO ACCESS OR USE THE CHARGING STATIONS OR ACCESS CARDS AT ANY GIVEN TIME OR LOCATION, OR THAT THERE WILL BE CHARGING STATIONS LOCATED IN A SPECIFIC GEOGRAPHIC AREA. YOUR ACCESS AND USE OF THE NETWORKS, THE CHARGING STATIONS AND ACCESS CARDS ARE AT YOUR OWN DISCRETION AND RISK AND YOU ARE SOLELY RESPONSIBLE FOR ANY DAMAGE TO YOUR EV, MOBILE DEVICE, OTHER PROPERTY OR ANY OTHER DAMAGES THAT RESULT FROM SUCH ACCESS OR USE.
FLO MAKES NO WARRANTY REGARDING THE NETWORKS, THE CHARGING STATIONS, THE ACCESS CARDS AND/OR THEIR CONTENT AND EXPRESSLY DISCLAIMS ANY WARRANTIES OR REPRESENTATIONS THAT:
- THEY WILL MEET YOUR NEEDS AND EXPECTATIONS;
- THEY WILL BE ACCURATE, COMPLETE, RELIABLE OR RELEVANT;
- THEIR OPERATION WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE;
- THE METHOD OF BILLING SELECTED BY THE SITE HOST (PROVIDED THE SITE HOST IS NOT FLO OR AN AFFILIATE) COMPLIES WITH APPLICABLE LAW;
- DEFECTS OR ERRORS WILL BE CORRECTED; OR
- CHARGING STATIONS WILL PROVIDE A SPECIFIC QUANTITY OF ELECTRICITY.
Some jurisdictions do not allow the exclusion of express or implied warranties so the above exclusions may not apply to you.
21. Limitation of Liability
YOU AGREE THAT IN NO EVENT WILL FLO, ITS AFFILIATES (INCLUDING ITS PARENT COMPANY ADDÉNERGIE TECHNOLOGIES INC.), ANY CHARGING STATION OWNER OR HOST, ANY ROAMING NETWORK AND ANY CHARGING STATION SPONSOR OR ADVERTISER AND EACH OF THEIR EMPLOYEES, OFFICERS, DIRECTORS, SHAREHOLDERS OR REPRESENTATIVES, OR ANY AFFILIATES THEREOF (“FLO REPRESENTATIVES”) HAVE ANY RESPONSIBILITY OR LIABILITY FOR ANY LOSS OR DAMAGE WHATSOEVER, INCLUDING INCIDENTAL, INDIRECT, PUNITIVE, EXEMPLARY, CONSEQUENTIAL OR SPECIAL DAMAGES (INCLUDING BUT NOT LIMITED TO DAMAGES FOR PAIN AND SUFFERING, EMOTIONAL DISTRESS OR SIMILAR DAMAGES, HARM TO BUSINESS OR REPUTATION, LOSS OF INFORMATION, LOSS OF PROFIT, LOSS OF REVENUE OR INCOME, LOSS OF SALARY OR OTHER COMPENSATION FROM EMPLOYMENT), ARISING FROM OR IN CONNECTION WITH THE USE OR PERFORMANCE OF THE NETWORKS, THE CHARGING STATIONS, THE ACCESS CARDS OR THEIR CONTENT EVEN IF FLO OR ANY FLO REPRESENTATIVE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES OR LOSS OR IF SUCH DAMAGE OR LOSS WAS FORESEEABLE.
FLO AND FLO REPRESENTATIVES DISCLAIM ALL LIABILITY FOR THE ACTS, OMISSIONS OR CONDUCT OF ANY THIRD-PARTY, INCLUDING BUT NOT LIMITED TO USERS OF THE NETWORKS OR ANY CHARGING STATION OR ANY ACCESS CARD, OR OWNERS OR LESSORS OF CHARGING STATIONS OR ANY OWNER, LESSOR, LICENSEE, OCCUPANT OR OTHER PERSON ON OR RESPONSIBLE FOR ANY PROPERTY ON WHICH A CHARGING STATION IS LOCATED (“THIRD-PARTYS”) AND MAY IN NO CASE BE HELD LIABLE FOR ANY LOSS OR DAMAGE (INCLUDING, WITHOUT LIMITATION, SPECIAL, INDIRECT, CONSEQUENTIAL, PUNITIVE, EXEMPLARY OR INCIDENTAL DAMAGES) OR COSTS ARISING IN ANY MANNER FROM:
- THE ACTS, OMISSIONS OR CONDUCT OF A THIRD-PARTY; AND
- THE USE OF OR INABILITY TO USE THE NETWORKS, ANY CHARGING STATION OR ANY ACCESS CARD.
You will indemnify, defend and hold FLO and FLO Representatives (the “Indemnified Parties”) harmless from and against any claims brought by third parties against the Indemnified Parties resulting from:
- any damage you cause to a Charging Station, the Networks, the property of a third party while you are in the process of using a Charging Station or the Networks (including driving to or from same); and
- your violation of any applicable law, rule or regulation.
You agree that the Indemnified Parties will have no liability in connection with any such claim and agree to hold them harmless against any and all resulting losses, damages, judgments, awards, costs, expenses, as well as judicial and extrajudicial fees and costs.
23. FLO Contact Information
You can send FLO an e-mail at email@example.com.
You can access the FLO Website at www.flo.com/en-CA/.
You can send mail to FLO at the following address:
Services FLO Inc.
2800 Rue Louis-Lumière, Suite 100,
Québec (Québec) G1P 0A4, Canada
For support using Charging Stations, you can contact FLO’s 24/7 on-the-road support team at 1-888-356-8911.
For other inquiries, you can contact FLO’s Customer Experience team at 1-855-543-8356.
For questions relating to the FLO Website, you can e-mail firstname.lastname@example.org.
For questions relating to privacy, you can e-mail email@example.com.
E-mail is neither protected nor confidential. Messages may be lost or intercepted as are communications by other means (for example postal mail). No electronic system can be perfectly protected or error-free. FLO will not be responsible for damages you may suffer through the exchange of electronic mail or messages, should they be generated by you or by FLO.
All texts, images, photographs, information, audio clips, video clips, software and codes available on the FLO Website, the FLO Mobile App and the Charging Stations on the FLO Network (collectively the “Content”), including the presentation of the Content (defined above) are protected by United States and foreign laws, including copyright laws, and belong to FLO, its affiliates or its licensors.
The modification, reproduction, distribution, transmission, dissemination, representation, networking, marketing, publication, licensing, public performance, downloading, creation of derivative works, internet posting, sale or any exploitation of the Sites and their Content are prohibited.
All the software integrated into or included on the FLO Network, the FLO Website and FLO Mobile App, including all files and/or images contained in or generated by such software, is protected by copyright and may be protected by other rights as well. Such software belongs to FLO, its affiliates or its licensors.
You may not: (i) use, reproduce, modify, adapt, translate, download or transmit the software, in whole or in part; (ii) sell, lease, rent, license or transfer the software or otherwise allow access thereto; (iii) alter, remove or cover any trademark or notice of ownership included in the software; and/or (iv) decompile, disassemble, decrypt, extract or reverse-engineer the Sites and its components, including, without limitation, the software, or assist anyone to do so.
You acknowledge that you do not hold any right, title, interest or license to or in the software integrated into the Sites or that may be downloaded from the Sites.
Certain names, words, titles, phrases, graphics, logos, icons or designs used in relation to the FLO Network, the Sites or the FLO Mobile App may be trademarks belonging to FLO or other service providers, used with the consent of third-party owners (the “Trademarks“). You agree not to remove, edit copy or otherwise alter or use the Trademarks, service marks, logos and other proprietary information.
28. Void Where Prohibited
The Networks are not intended to be used, and may not be used, outside of Canada and the United States. FLO makes no representation or warranty that the Networks or the information provided thereon is lawful in every jurisdiction from which it may be accessed, or that it is available for use in other jurisdictions. If you access or use the Networks from a jurisdiction outside of Canada or the United States, you are responsible for compliance with all applicable local laws.
29. Arbitration and Class Action Waiver
TO THE EXTENT PERMITTED BY APPLICABLE LAW, you agree that all claims will be brought on an individual basis, you waive any right you may have to start or participate in any class action against FLO and you agree to opt out of any class proceeding against FLO. If for any reason a claim proceeds in court rather than in arbitration each PARTY waiveS any right to a jury trial.
31. General Provisions
32. Third Party Cellular Transmission Service
Where FLO or its parent company AddÉnergie Technologies Inc. subscribes to a telecommunication service to assist in providing the Charging Services, the FLO User acknowledges and agrees that: (1) the FLO User is not a third party beneficiary of a contract between AddÉnergie Technologies Inc. and the company providing a telecommunication service (the “company”), (2) the company has no liability to the FLO User, whatever its nature, including, without limitation, with respect to devices, services, cellular carrier network availability, speed of communications, loss or theft of devices, and content, (3) the company provides services without warranty of any kind, including, without limitation, communications security, (4) the FLO User may not: a) use the services in an abusive, illegal or offensive manner, (b) use excessive data or cellular network capacity, and (c) modify, reproduce (including electronic serial numbers or other components) or resell the services; in all such cases, the services may be terminated or suspended, and (5) the company may enforce this paragraph and this schedule as a third party beneficiary.
© 2020. Services FLO Inc. All rights reserved.