California LifeLine Terms and Conditions

Effective Date: November 24, 2024

Please read these Terms and Conditions (“Terms,” “Terms & Conditions,” or “Agreement”) carefully, as they establish a legally binding agreement between Sequoia Wireless, LLC (“Sequoia Wireless,” the “Company,” “we,” “us,” or “our”) and you, the subscriber (“you,” “your,” “applicant,” “customer,” “subscriber,” “participant,” or “user”). By enrolling in the California LifeLine Program provided by Sequoia Wireless, you acknowledge that you have read, understood, and agree to these Terms that outline your legal rights and responsibilities, including the requirement to resolve certain disputes through arbitration as opposed to jury trials or class actions. In the case of a disagreement, Terms restrict our responsibility and your possible remedies. We reserve the right at any time, on our sole discretion, to update or modify these terms that become binding upon you. You are responsible to stay informed of modifications by reviewing the website at sequoiawireless.com.

General Terms and Conditions

• General. “Services” refers to voice telephony, text messaging, broadband internet access services, applications (including branded preinstalled applications), and any other services provided by Sequoia Wireless. “Device” refers to any phone, device, accessory, or other product provided or sold to you by Sequoia Wireless, or that is activated or used with your Services. These terms constitute an agreement between Sequoia Wireless and you under which we provide, and you accept, our Services and/or Devices. You accept this Agreement by: (a) Attempting to, or in any way activating and/or using the Services; (b) Paying for any Services; (c) Upgrading or modifying the Services; (d) Starting any application, program, or software that states you are accepting the Services; or (e) Accepting the Services or Agreement through any written, oral, or electronic statement or signature. You must be 18 years or older, or an emancipated minor, to use Sequoia Wireless Services.
• Terms and Conditions of Service. These Terms supersede all prior oral or written communications and agreements between you and us. They govern the use of all products and services we provide, as well as the conditions under which they are offered. If any provision of these Terms is found to be invalid, inapplicable, or unenforceable, the remaining provisions will continue to apply in full force. These Terms do not grant any remedies, claims, liabilities, or other rights to third parties who are not parties to this Agreement. Unless otherwise stated, any legal disputes arising from these Terms will be subject to the exclusive jurisdiction of federal or state courts located in the State of California. We reserve the right to suspend or terminate your access to Services or affiliated websites at any time, at our sole discretion. This includes, but is not limited to, cases where you are found to have violated these Terms, other of our policies, or for any other reason as determined solely by us.
• Charges. Sequoia Wireless offers fully subsidized plans with no hidden fees and no monthly costs. The only charge assessed is a one-time activation fee, which will either be covered through California LifeLine or waived as a goodwill gesture by us. Participants who terminate their service within three days of activation (excluding national holidays) will receive a refund for any applicable service connection charges and deposits.
• Limitation of Liability. Sequoia Wireless is not liable to you for any direct, indirect, special, incidental, consequential, exemplary, or punitive damages of any kind, including lost or potential profits, regardless of whether we have been notified of the possibility of such losses. This limitation applies to any act or omission related to the provision of equipment and/or services. Sequoia Wireless is not responsible for any acts or omissions of other companies that provide components of our services or equipment. Additionally, we are not liable for damages resulting from services or equipment provided by third-party manufacturers or affiliated or non-affiliated companies. We are not responsible for any personal information (e.g., usernames, passwords, contacts, pictures, SMS, or other stored content) on your device during your service period or after you cease using Sequoia Wireless services. Unless prohibited by law, you agree to limit claims for damages or other monetary relief to direct and actual damages. Sequoia Wireless assumes no responsibility for a subscriber’s use of any content provided through its services. Sequoia Wireless is not liable for the following: a) Any act or omission of third-party companies involved in providing Sequoia Wireless services or equipment; b) Errors or omissions by vendors or agents participating in Sequoia Wireless offers; c) Unauthorized or disputed charges incurred; or d) Missed voicemail messages, content from your voicemail system, or data, including storage or deletion of contacts in your device’s address book. There is no fiduciary duty between you and Sequoia Wireless or its affiliates.
• Indemnification. To the fullest extent permitted by law, you agree to hold harmless and indemnify Sequoia Wireless, its affiliates, and their respective officers, agents, directors, partners, and employees from any and all liabilities, settlements, penalties, claims, causes of action, and demands brought by third parties. This includes any costs, expenses, or attorneys’ fees incurred as a result of such claims. This indemnification applies directly or indirectly to claims arising from: a) Your use of Sequoia Wireless products and services; or b) The use of our products and services by any person you authorize. This obligation applies regardless of whether the claims are based on contract, tort (including strict liability), or any other legal theory, and irrespective of the form of action. This indemnification obligation will survive the expiration or termination of your service with Sequoia Wireless.
• Dispute Resolution. If you have a dispute with Sequoia Wireless, you agree to contact us first. You must notify us of any dispute by emailing us at support@sequoiawireless.com or by sending written correspondence to: Sequoia Wireless, Attn: Dispute Resolution, 29034 Westbourne Court, Hayward, CA 94544. Your notice should include a description of the dispute, all relevant information, any supporting documentation, and the proposed resolution. A Sequoia Wireless representative will contact you at the address or phone number you have provided. We agree to negotiate in good faith to resolve the dispute. You are required to pay the full amount reflected on your account statement, even while a dispute is being resolved. If a resolution is not reached within 30 days after the notice of dispute is given, either you or Sequoia Wireless may begin a Binding Arbitration proceeding. Certain disputes may be resolved through Binding Arbitration. By making or receiving calls on a Sequoia Wireless smartphone, you agree that any dispute will be resolved exclusively through individual Binding Arbitration, and not in court. You waive your right to a jury trial or to participate in any class actions. This agreement to arbitrate is governed by the Federal Arbitration Act, and this arbitration provision survives the termination of your service with Sequoia Wireless. Class Arbitrations and Class Actions are excluded as remedies for any dispute you may have. This agreement will be construed under California law, without regard to its choice of law rules, except for the arbitration provision, which will be governed by the Federal Arbitration Act. This governing law applies regardless of where you reside or where you use our services. To the extent permitted by law, if a dispute proceeds in court, both Sequoia Wireless and you waive any right to a jury trial in any legal action.
• Customer Proprietary Network Information. Sequoia Wireless collects and handles Customer Proprietary Network Information in compliance with Federal Communications Commission regulations, federal consumer privacy laws, and our Privacy Policy. Your personal information will not be intentionally shared without your explicit consent, except as described below or in accordance with legal obligations.
• Digital Millennium Copyright Act. We take intellectual property rights of others seriously and require our Customers and Employees do the same. We’ve adopted the following toward copyright infringement. We reserve the right to: (1) block access to or remove material that we believe in good faith to be copyrighted material that has been illegally copied and distributed by any of our advertisers, affiliates, content providers, members or users and (2) remove and discontinue service to repeat offenders. Learn more at com/dmca.
• Data Usage and Marketing. Sequoia Wireless may use the information you provide to offer or promote products and services related to our offerings that we believe may be of interest to you. These communications will comply with applicable privacy and marketing laws. You have the right to opt out of marketing communications at any time as described in the Privacy Policy, which is located at com/privacy.
• Legal Disclosures. Sequoia Wireless may disclose your information, including your name, account details, or account history, to law enforcement authorities or government agencies if required by law or to comply with valid legal requests. Your privacy is important to us, and we are committed to protecting your information in accordance with applicable laws and our Privacy Policy. For more details, please refer to com/privacy.
• Preinstalled Applications. To improve your Sequoia Wireless experience, Sequoia Wireless may partner with third-party application developers to preinstall apps on Devices. These programs may or may not be labeled as Sequoia Wireless applications and may be installed on your smartphone if you purchase it from Sequoia Wireless. Sequoia Wireless and its partners retain the right to at any moment update, change, or remove these applications. Sequoia Wireless may give you prizes, such as free top-ups; or other perks based on your use of these apps. These applications may or may not be able to be deleted or replaced. You are not compelled to use them. Please check our Privacy Policy for additional details about our data collecting and use methods.
• Lost or Stolen Equipment. If your device is lost, stolen, or undelivered, email support@sequoiawireless.com. Upon receiving your notification, Sequoia Wireless will suspend the SIM card, blacklist the IMEI of the device, and issue a new SIM card. If the subscriber does not activate a provided device or notify us that the lost device has been found within 30 days of account suspension, the account will be subject to the rules of the government program, which may result in de-enrollment from the service and may lose their Sequoia Wireless phone number.
• Returns. Devices purchased directly from Sequoia Wireless may be returned for a full refund within 30 days of purchase. A subscriber must return the complete smartphone as was received at the time of activation. Please contact support at support@sequoiawireless.com for instructions. Sequoia Wireless provides new on occasion and certified pre-owned devices to subscribers. All device models provided to subscribers are selected at the sole discretion of Sequoia Wireless. Device models may vary. Sequoia Wireless reserves the right to replace devices with various models at its sole discretion. If you experience a device malfunction contact support.
• Freedom of Choice Policy. Subscribers have the right to select a service plan from any of the 16 authorized California LifeLine Wireless Service providers. While a subscriber can choose from any of these California LifeLine Service Providers, the number of providers offering LifeLine service will depend on the service area.
• Devices. We may provide you with a free device, sell you a device, or allow you to use your own device with our services. All devices must be compatible with our network, must not interfere with it, and must comply with all applicable laws, rules, and regulations. Not all devices are compatible with all services, and certain services may not function with specific devices. Periodically, we may remotely modify your device’s software, applications, or programming to address security, safety, or other concerns that impact our network or your device. These modifications may occur without prior notice and could affect or delete saved data, alter your device’s setup, or impact how you use your device. During software updates, whether initiated by us or at your request, you may be unable to use your device, including for emergency services such as calling 911, until the update is complete.
• Device Unlocking Policy. This policy may be superseded by future offerings, specific devices, or promotional terms. Sequoia Wireless does not lock devices. Any device acquired from Sequoia Wireless and successfully activated is unlocked by default, giving you full ownership and freedom without restrictions. You can upgrade, sell, or use your device on another network, provided it is compatible with the other carrier’s frequencies, technologies, and terms. Unlike many wireless providers, Sequoia Wireless eliminates the need to contact support for device unlocking. Please note that while devices from Sequoia Wireless are designed for optimal use on our network, they may not be compatible with other carriers’ networks due to differences in frequencies, technologies, and device compatibility. Sequoia Wireless cannot guarantee compatibility with other carriers. To determine if your device will work on another network, we recommend contacting the carrier directly.
• Device Warranty. This section may be superseded by future warranty offerings specific to certain devices or promotions. In the absence of a specific warranty offering, this section governs the warranty terms for devices. Sequoia Wireless does not manufacture wireless phones or equipment used by subscribers. Therefore, the only warranties applicable to such devices or equipment are those provided by the manufacturers. Sequoia Wireless assumes no liability for wireless phones, equipment, or any acts or omissions by manufacturers. We make no express or implied warranties regarding the products and services provided, or any required software, including, but not limited to, warranties of title, merchantability, or fitness for a particular purpose, to the extent permitted by law. Sequoia Wireless expressly disclaims all implied warranties. We do not guarantee error-free or uninterrupted service and do not authorize any party to make warranties on our behalf.
• Permissible and Prohibited Uses. Your data plan is intended for web browsing, messaging, and similar activities on your smartphone and via hotspot, which acts as a Wi-Fi hotspot, allowing devices such as a tablet or laptop to connect. Once you exceed your plan’s data cap, hotspot speeds will be restricted for the remainder of the billing cycle. To access high-speed data before the end of the cycle, you have the option to purchase a data Top-Up. Tethered data (e.g., mobile hotspot) will follow the same restrictions as your plan’s data limits. Examples of prohibited uses include, but are not limited to: (a) Using service for server devices or host computer applications, such as continuous web camera broadcasts, automatic data feeds, machine-to-machine connections, peer-to-peer (P2P) file sharing, “bots,” or other applications that could disrupt network functionality or negatively affect other users’ experiences; (b) Using the service as a substitute or backup for private lines or dedicated data connections; (c) Any activity that adversely affects the ability of other users or systems to use the services of the underlying carrier or disrupts network resources, including generating or spreading viruses, malware, or “denial of service” attacks; (d) Attempting to access or gain unauthorized access to the information, accounts, or devices of others, or attempting to penetrate the networks or systems of the underlying carrier or other entities; (e) Running software or devices that maintain continuous internet connections when the connection would otherwise be idle, such as “keep alive” functions or services intended for web broadcasting, operating servers, telemetry, or supervisory control devices; (f) Engaging in unusually high data usage that is consistent with abuse or fraud.
• Misuse of Service or Device. You agree not to misuse the service or any device, including: (a) reselling or rebilling our service; (b) using the service or device to engage in unlawful activity, or engaging in conduct that adversely affects our customers, employees, business, or any other person(s), or that interferes with our operations, network, reputation, or ability to provide quality service; (c) tampering with or modifying your device; (d) “spamming” or engaging in other abusive or unsolicited communications; (e) reselling Underlying Carrier devices for profit, or tampering with, reprogramming or altering a Device for the purpose of reselling the device; or (f) assisting or facilitating anyone else in any of the above activities. You agree that you won’t install, deploy, or use any regeneration equipment or similar mechanism (for example, a repeater) to originate, amplify, enhance, retransmit, or regenerate a transmitted Radio Frequency (“RF”) signal.
• Protective Measures. We may suspend, terminate, or restrict your data session, plan, or service if you use your data plan in a manner that interferes with other customers’ service, our ability to allocate network capacity among customers, or that otherwise may degrade service quality for other customers. For mor information, contact support at 800-487-4975 or by email at support@sequoiawireless.com.
• Downloadable Content and Applications. You can purchase Content & Apps for your device from third-party sellers in the App Store or Google Play. Any support questions related to these Content & Apps should be directed to the third-party seller identified at the point of purchase. When you use, download, or install Content & Apps sold by a third-party seller, you may be subject to license terms between you and the third-party seller and application developer or content owner. Any Content & Apps you purchase are licensed for personal, lawful, non-commercial use on your device only. You may not transfer, copy, or reverse engineer any of the Content & Apps, or alter, disable, or circumvent any digital rights management security features embedded in the Content & Apps. Sequoia Wireless does not restrict or impose restrictions on Content & Apps. For more information, please refer to the terms and conditions in the App Store or Google Play.
• Use of Customer Information. By agreeing to these Terms and Conditions, you also consent to the terms outlined in Sequoia Wireless’s Privacy Policy, available online at com/privacy. The Privacy Policy, which may be updated periodically, provides detailed information about the types of data we collect, how we use your information, and the circumstances under which we may share it.
• Data Usage Policy. Sequoia Wireless allocates high-speed data to customers based on their selected service plan. Each plan includes a specific high-speed data allowance within a 30-day billing cycle. Once a subscriber exhausts their high-speed data allowance for the billing cycle, data speeds may be reduced (e.g., to 64 kbps) for the remainder of the cycle or require the purchase of additional high-speed data through a “Top-Up.” Subscribers can purchase a Top-Up at a rate of $5 per GB, with the provisioned high-speed data available for immediate use. Pricing and availability of Top-Up options are subject to change. This policy also applies to tethered data usage. Additionally, data speeds may be reduced by the underlying carrier during periods of network congestion, a factor outside of Sequoia Wireless’s control. Subscribers are responsible for monitoring their data usage through the Sequoia Wireless online portal at com/login or the Sequoia Wireless mobile app to avoid unexpected reductions in speed or additional charges.
• Website Terms of Use. By enrolling in service with Sequoia Wireless, you explicitly agree and consent to receive all notices via email, sent to the email address associated with your account. Additionally, you agree to be bound by the terms outlined in the website Terms of Use policy, available at com/webterms.
• Credit Report. We will not obtain a credit report nor conduct an inquiry as a condition of providing service.

California LifeLine Service

The California LifeLine Program (“California LifeLine”) is a state government assistance program that provides discounted monthly phone services to eligible households. Sequoia Wireless is authorized to offer discounts through the Program. This telephone discount program is available to all qualifying California households in an effort to reduce their monthly phone rates. The California LifeLine Administrator is responsible for administering the programs. Proof of eligibility is required. Consumers who willfully make false statements in order to obtain the benefit can be punished by fine or imprisonment or can be barred from the program. To learn more, go to Program Guidelines at californialifeline.com.

• California LifeLine Wireless Service Plan. Sequoia Wireless is authorized by the CPUC to offer one California LifeLine wireless service plan supported by the California LifeLine Fund. Sequoia Wireless offers the following plan: California LifeLine Bundled Standard Plan – Free Unlimited Talk & Text + 6 GB Data.
• One Discount per Household. A household consists of adults and children living at the same address as a single economic unit. An economic unit is comprised of all people (18 or older, unless emancipated) who contribute to and share the household’s income and costs. Only one discount is allowed per family, and multiple phone providers cannot offer the discount to the same household. The discount can be applied to either a landline or a mobile phone, but not both. Individuals who use TTY (Text Telephone) devices may qualify for a second discount. Households that violate the California Lifeline rule of one discounted service per household may lose their discounts and face legal penalties, including jail time, fines, and exclusion from California Lifeline. The discount applies only to the primary home and cannot be transferred from one person to another. You may switch your California Lifeline discount from one phone provider to another; however, you can never have more than one active discounted phone line at a time. If you choose to transfer your California Lifeline discount from Sequoia Wireless to another carrier, we will no longer be able to provide you with service.
• Coverage Limitations. Limitations such as weather conditions, terrain, signal strength, and/or service outages may affect wireless phone service, quality or access to E-911 and or 911 in the event of an emergency. By removing a wireless cell phone from a residence that does not have other phone services, residents may not have a way to make 911 calls during an emergency.
• De-Enrollment Rules. Your household may lose California LifeLine discounts if your household no longer qualifies, is already receiving the discounts (except for TTY), fails to use the California LifeLine discounted phone service for 30 consecutive days, violates California LifeLine rules, or does not renew the discounts on an annual basis. If you believe your household no longer qualifies for the discounts or if your household is getting more than one discount by mistake, you must inform Sequoia Wireless or the California LifeLine Administrator within 30 days. If you do not follow this notification rule, you may be penalized.
• Service Connection/Activation Charge. Sequoia Wireless’s service plans are subject to a $39 activation fee. This non-recurring charge is for the installation or activation of service and is charged to the Customer applying for such service. California LifeLine provides a benefit not more than twice per year of $39. Sequoia Wireless will seek the $39 activation reimbursement from California LifeLine no more than two times annually per eligible California LifeLine household in accordance with D.14.01-036. In the event a LifeLine participant is deemed ineligible, Sequoia Wireless will provide a gesture of goodwill and discount the Service Connection/Activation Charge in the amount of $39.
• Identification. To be eligible for California LifeLine, the Federal Communications Commission (FCC) requires the collection of your Date of Birth and the last four digits of Social Security Number or Tribal ID Number on application and renewal forms.
• Methods for Qualification. There are two methods to qualify for California LifeLine: a) Qualifying Program participation; or b) income. Documentation of eligibility must be provided. Learn more at ca.gov/lifeline.
• Use it or Lose it. To remain eligible for California LifeLine service, you must have usage on your account at least once every 30 days. You can maintain eligibility by performing any of the following actions: a) Completing an outbound call or using data; b) Purchasing a top-up; c) Answering an incoming call from a party other than Sequoia Wireless or its agent/representative; d) Responding to direct contact from Sequoia Wireless and confirming your desire to continue receiving California LifeLine service; e) Sending a text message. In addition to usage, you must also complete your annual re-certification to continue your participation in the program. If service is not used for a 30-day period, you will be subject to de-enrollment from the program.
• Top-Up Data. Sequoia Wireless offers a flexible and cost-effective way for subscribers to purchase additional data through our 1 GB Data Top-Up option. Subscribers can purchase any number of 1 GB increments, allowing them to easily tailor their data needs. For example, purchasing 5 GB would require 5 separate 1 GB Top-Up purchases. One of the key benefits of our Data Top-Up program is that data does not expire after 30 days. Any unused data will automatically roll over to the next month of service until it is used, or the service becomes inactive. This ensures that subscribers get maximum value without the worry of losing unused data at the end of each billing cycle. Each 1 GB Top-Up is priced at $5, offering one of the lowest rates in the industry for additional data. This competitive pricing, combined with the rollover feature, distinguishes Sequoia Wireless from other providers in terms of both affordability and flexibility. While we recognize that this pricing strategy may be a loss leader, we believe the satisfaction and added value will lead to greater loyalty and long-term success.
• Wireless Services. Sequoia Wireless services are offered at the company’s discretion, and we have the right to alter pricing and Terms and Conditions without notice. We maintain the right to modify or terminate a subscriber’s service, an account, or to take remedial action at any time and for any reason, including, but not limited to, your violation of any aspect of these Terms and Conditions. A subscriber’s right to use Sequoia Wireless service is subject to our business practices, policies, procedures, rates, and these Terms and Conditions. We will notify subscribers of any change to the Terms and Conditions that is determined to be material to a subscriber’s service.
• Local phone numbers. Local numbers may not be available in all areas. Due to the usage of radio transmissions, Sequoia Wireless services may be limited is certain areas and coverage may not be accessible everywhere. Quality of service may be influenced by situations beyond Sequoia Wireless’s control, such as atmospheric, geographical, or other variables. Service may also be disrupted by damage to wireless handsets. Sequoia Wireless does not promise or represent that service will be available at any given time or geographic area, or that service will be delivered uninterrupted. In the event of an emergency, users may reach 911. However, sometimes a subscriber may try to telephone 911 in a location where there is no wireless service.
• Service Area. To determine if you reside within a service area, visit com/coverage. You can enter your zip code or locate coverage maps to verify coverage. Actual coverage may differ substantially from the areas of coverage shown on the website due to weather, terrain, buildings, equipment, signal strength, and other factors.
• Applying or activating. By applying for or activating service with Sequoia Wireless, a subscriber agrees not to use services in a manner that is illegal, abusive, or fraudulent determined at our sole discretion. You may not alter the software or hardware on your Sequoia Wireless smartphone for any reason except for iOS updates.

Rates for Service, Features, Coverage, Activation Fees

• Refer to Sequoia Wireless’s Plans Chart and Schedule of Rates and Charges or visit com for the most recent LifeLine pricing plans. Note: We do not charge subscribers an early termination fee.
• Eligible LifeLine clients will get a smartphone (maximum of one per year) provided to LifeLine customers in refurbished grade A or B. Sequoia Wireless reserves the right to refuse to provide a free smartphone when customer is ineligible for an activation fee discount or if customer has previously received a device within the previous twelve month period. Customers who are not entitled to a free smartphone would be provided a free BYOD SIM card to use with their own network compatible device.
• All Sequoia Wireless California customers are subject to a non-recurring $39.00 activation fee when initiating service with the Company or switching from another provider to the Company. Sequoia Wireless will not assess a conversion charge or claim reimbursement when a Subscriber chooses to switch from one LifeLine plan to a different LifeLine plan offered by us. If the customer is approved for California LifeLine by the California LifeLine Administrator, the customer will receive a $39.00 discount back to their account. In the event the customer is not eligible for the discount, Sequoia Wireless would waive the fee out of goodwill.
• Service includes countrywide coverage and access to voice mail, Caller ID, Call Waiting, Call Forwarding, and 3-Way Calling. There is no extra price for long-distance calls. Calls to 911 and customer service (by dialing 611) are free and do not count against available minutes, which are unlimited on our plans. Roaming and International calling is not permitted on any available Sequoia Wireless plan. International dialing is blocked. International text messages are not available.
• Airtime costs apply to normal voice use for both local and domestic long distance calls. Sequoia Wireless voice consumption is subtracted in full-minute increments and all partial minutes are rounded up to the following minute. Airtime applies to all voice and message retrieval calls. Unanswered outbound calls will be charged airtime if the ring time exceeds 30 seconds. Ring time is defined as the length of time between the point at which a conversation is made (pressing the talk button) and the point at which it is answered (or ended before it is answered). Credits will not be issued for dropped calls. As are plans being unlimited in minutes, this information is provided for the purposes of visibility into how we calculate calls for internal purposes. If a subscriber runs out of high speed data, the subscriber may purchase Top-Ups in 1 GB increments for $5 per increment. Sequoia Wireless retains the right to alter or alter its services without prior notification.

Supported Services

• Access to Emergency Services. Sequoia Wireless will provide access to emergency services provided by local government or public safety officials, including 9-1-1 and E9-1-1 where available. As noted, calls to 9-1-1 emergency services will always be free and will always be available regardless of service activation status or availability of minutes. In addition, Sequoia Wireless will comply with any FCC or Commission requirements regarding customer access to 9-1-1 and E9-1-1 services as well as the provision of E9-1-1-compatible handsets.
• Mobile Hotspot. You can use any part of your service plan data allocation towards high-speed hotspot data that any of your other devices can use. Your smartphone or tablet becomes a Wi-Fi connection for devices like tablets, laptops and more. Tethered data (e.g., Mobile Hotspot data) will be restricted to the same policy as the rate plan.
• Local Usage. As part of the voice-grade access to the PSTN, Sequoia Wireless provides unlimited minutes of use for local service at no additional charge to end-users. The FCC has determined that a carrier satisfies the local usage requirements when it offers customers rate plans containing varying amounts of local usage.
• Number Porting. We understand the Wireless space has many differences, and while we commit to providing excellent service, we understand there may be situations when another Wireless Service Provider would offer a Wireless Plan that better suits your needs or coverage area. In these situations, we commit to the rules set forth by FCC regulations regarding “Local Number Portability” and permit a customer to keep the same phone number by porting over to their new Wireless Service Provider. We do not charge for providing this service.
• Telecommunications Relay Service (TRS) is a communication service that allows people with hearing or speech impairments to utilize the telephone system through a Text Telephone (TTY) or other device to contact others with or without such impairments via a TRS center. Learn more about this service at com/accessibility.
• Toll Limitation for qualifying low-income consumers. Sequoia Wireless’s offerings inherently allow Lifeline subscribers to control their usage, as its wireless service is offered on a prepaid basis. Sequoia Wireless is not required to offer toll limitation service to low-income consumers if the California LifeLine offering provides a set number of minutes that do not distinguish between toll and non-toll calls. Sequoia Wireless’s service, moreover, is not offered on a distance-sensitive basis and local and domestic long distance minutes are treated the same. If, in the future, Sequoia Wireless should offer a LifeLine service which differentiates between local usage and domestic long distance usage, the Company commits to provide TLS to customers of that service.
• Voice-grade access to the public switched network over all distances. Sequoia Wireless will provide, via resale of the network of T-Mobile, voice-grade wireless access to the Public Switched Telecommunications Network. Voice-grade access to the public switched network is defined as a functionality that enables a subscriber of telecommunications services to transmit voice communications, including signaling the network that the caller wishes to place a call, and to receive voice communications.

Program Notices

• Annual LifeLine Notice. Sequoia Wireless shall annually send to all of our Customers, other than Customers of foreign exchange, or former lines, an Annual LifeLine Notice that contains information about availability, terms and conditions of California LifeLine. Included are details on two California LifeLine Lines for qualified Disabled Persons, information regarding limited reimbursement of Service Connection/Activation Charges, and inform Customers of the California LifeLine Program’s benefit portability and enrollment request freeze policies. It should be noted that a change to the Annual LifeLine Notice to reflect the annual adjustment to California LifeLine income eligibility limits is not a material change to the notice.
• Notice of Changes. Sequoia Wireless will provide 30 days’ notice to Subscribers for any of the following: a) making changes to California LifeLine service offering; b) increases to California LifeLine rate pursuant to Section 8 and Public Utilities Code; and/or c) Service restrictions to our California LifeLine Service. Unless no notice or a shorter notice period is authorized by statute or Industry Rule or other Commission order, Sequoia Wireless shall give affected customers at least 30 days’ notice before the effective date of an advice letter requesting higher rates or charges, or more restrictive terms or conditions, than those currently in effect. This notice requirement would be provided by e-mail and is complete upon successful transmission. Customer has affirmatively consented as part of terms and conditions to receive notice in this manner.
• Notice of Affected Customers. No later than the date that is 30 days before the advice letter’s requested effective date, or on the date that Sequoia Wireless submits the advice letter to the Telecommunications Advice Letter Coordinator, whichever date is earlier, Sequoia Wireless will give notice to each affected customer of the advice letter if it requests approval of a Transfer, Withdrawal of Service, or higher rates or charges or more restrictive terms or conditions. However, no further customer notice is required of Sequoia Wireless’s Compliance Advice Letter that implements a prior Commission order approving Sequoia Wireless’s request for authorization of a Transfer, Withdrawal of Service, or higher rates or charges or more restrictive terms or conditions, unless a further notice is required in the prior Commission order. Whenever this customer notice is of an advice letter submitted or required to be submitted in Tier 3, the notice must contain information regarding the procedure for protests, as follows: The proposed [insert Transfer, Withdrawal of Service, or higher rates or charges or more restrictive terms or conditions, as appropriate] is being submitted by Advice Letter [insert advice letter number] for review and possible approval by the California Public Utilities Commission. The advice letter was filed with the Communications Division [insert date of filing]. Anyone may object to the advice letter by sending a written protest to: Telecommunications Advice Letter Coordinator, Communications Division, 505 Van Ness Ave., 3rd Floor, San Francisco, CA 94102-3298. The protest must state specifically the grounds on which it is based. The protest must be received by the Telecommunications Advice Letter Coordinator no later than 20 days after the date that the advice letter was filed. On or before the day that the protest is sent to the Telecommunications Advice Letter Coordinator, the protestant must send a copy of the protest to insert name and address of person whom Sequoia Wireless has designated in the advice letter to receive protests]. To obtain information about the Commission’s procedures for advice letters and protests, go to the Commission’s Internet site ca.gov and look for document links to General Order 96-B.”
• Customer Notice of Transfer or Withdrawal. If we request approval of a transfer of customers, the notice would identify the transferee, describe the changes (if any) in rates, charges, terms, or conditions of service, state that customers have the right to select another utility, and provide a toll-free customer service telephone number for the purpose of responding to customers’ questions. If we request approval of a Withdrawal of Service, the notice would also describe the proposed Withdrawal. In the case of a Withdrawal from providing Basic Service, the notice would describe the arrangements Sequoia Wireless has made to ensure continuity of service to affected customers. If we resell Basic Service (or service element thereof), the arrangements would include notice to affected customers that they may choose another service provider or (if no other service provider is chosen) receive Basic Service from the underlying carrier or Carrier of Last Resort. If we propose a Withdrawal of Basic Service that we provide using our own facilities, we would arrange for Transfer of its customers to another Utility.

California Lifeline Disclosures

Wireless Service Elements

Sequoia Wireless provides the following wireless service elements:

1. Ability to place and receive voice-grade calls. Sequoia Wireless provides the ability to place and receive voice-grade calls over all distances utilizing the public switched telephone network or successor network.
2. Calls within a local exchange or over an equivalent or larger-sized local calling area. Sequoia Wireless offers its California LifeLine customers the ability to send and receive voice-grade calls within a nationwide coverage area, currently using T-Mobile wireless network. Domestic voice calls are not distance sensitive; a customer does not pay more for making a domestic long-distance call than for a call within their local exchange area.
3. Voice-grade connection to the public switched telephone network. Through its wholesale agreements, Sequoia Wireless offers its California LifeLine customers the ability to send and receive voice-grade calls over all domestic distances (local and long distance) via a wireless voice-grade connection to the public switched telephone network.
4. Disclosures regarding voice-grade connection. Each Sequoia Wireless California LifeLine participant is entitled to a voice-grade connection. As such, a participant may terminate service without penalty if a voice-grade connection cannot be provided. Further, since there is no service contract, Sequoia Wireless customers are free to discontinue service at any time without penalty.
5. Response to notification of no voice-grade connection. If, at any time, a participant fails to receive a voice-grade connection and notifies Sequoia Wireless, the Company will (1) promptly restore the voice-grade connection, or if not possible, (2) provide telephone service to that participant using different technology if offered by Sequoia Wireless and agreed to by the participant, or (3) allow the participant to discontinue service without penalty. Sequoia Wireless is committed to prompt and effective responses to customer notifications.
6. Free unlimited access to 911/E -911. Sequoia Wireless does not charge for calls placed to 911/E-911, nor do 91 l/E-911 calls utilize available minutes. In addition, 91 l/E-911 service is available for all activated handsets, regardless of whether there are minutes available for use under the plan.

Billing

Sequoia Wireless abides by the following billing provisions:

1. Service Elements. Sequoia Wireless will offer at least one California LifeLine plan that meets or exceeds the California LifeLine service elements and is not bundled with any video or data services. As your cost would be the same without data services, all plans provide data services in alignment with California LifeLine.
2. California LifeLine Discount. Sequoia Wireless will apply the applicable California LifeLine discount to each subscriber’s selected plan.
3. Pre-Paid Plans. Sequoia Wireless will offer California LifeLine-eligible plans on a pre-paid basis.
4. Non-Discrimination. Sequoia Wireless will offer California Lifeline on a nondiscriminatory basis to any customer residing within the service territory where the Company offers retail wireless telephone services. Sequoia Wireless will only provide discounts to those approved by the California LifeLine Administrator.
5. Contracts. Sequoia Wireless does not require a service contract on a pre-paid plan. Any required contract terms will be comparable to those offered to Sequoia Wireless’s retail customers for the same service and/or device, except as needed to comply with California LifeLine rules.
6. Added Features and Enhanced Services. If Sequoia Wireless adds features and/or enhanced services as a part of its California LifeLine offerings, the offerings will meet or exceed the minimum standards set by the CPUC. As set forth in the Schedule of Rates, Sequoia Wireless offers a California LifeLine plan that meets or exceeds the minimum service elements and is not bundled with any video or data services.
7. Purchase additional broadband data. Sequoia Wireless allows Subscribers to purchase additional data.
8. Completion of Allotted Minutes. Upon completion of allotted minutes, the Company will provide participants an option to purchase additional minutes and will prominently disclose the charges, terms, and conditions associated with the purchase of additional minutes. As our plans are unlimited minutes, there will never be a situation where a participant would need to purchase additional minutes.
9. Form of Payment Fee. Sequoia Wireless will not assess a fee to participants for paying their bills (i.e. paying for service) in person by cash, check, or other form of payment. All fees are disclosed in the Schedule of Rates, and there is no Form of Payment Fee.
10. No Restocking Fee. Sequoia Wireless will not assess a restocking fee to participants for devices returned within three days of service activation, excluding holidays, and will receive a refund of any applicable service connection charges and deposits.
11. Devices. Sequoia Wireless will offer all devices to participants on the same basis as retail customers.
12. Access to telephone relay services as provided for in Pub. Util. Code §2881 et seq. Through its underlying carrier(s), Sequoia Wireless will provide access to California Relay Service for deaf or hearing-impaired persons or persons with speech disabilities.
13. 900/976 Information Services. Sequoia Wireless will provide participants free blocking for 900/976 information services and a one-time free billing adjustment for 900/976 information services-related charges inadvertently or mistakenly incurred, or without authorization.
14. Access to operator service. Sequoia Wireless provides access to operator services for its California LifeLine customers commensurate to its retail customers, via 611 (Customer and Repair Service) and 411 (Directory Services).
15. Early termination fee. Sequoia Wireless will not apply an early termination fee if the California LifeLine participant terminates service within fourteen days of service activation.

Disclosures

Sequoia Wireless makes the following disclosures in accordance with California Lifeline Rules. We make this information available in print during instances of in-person enrollment where consumers can review them and/or request a copy; online at sequoiawireless.com; and upon request via our customer service department by emailing support@sequoiawireless.com:

1. California LifeLine Service Plan Offerings – Rates and Fees. See California Lifeline Plans Chart. Each plan is subject to a one-time $39.00 retail activation fee when initiating service with the Company or changing service from another provider to the Company. The one-time fee will be charged to the customer’s account at activation; however, if the customer is approved for California Lifeline by the California Lifeline Administrator, the California Lifeline participant may be eligible to receive a $39.00 discount (the California Lifeline fund will pay for no more than two activation fees (whether with the Company or any other wireless service provider) per household per year pursuant to D. 17-01-032. If the Company confirms during the enrollment process that the customer has already received Lifeline service from two (2) providers since December 24 of the prior year, then the consumer will be responsible for the $39 activation fee. Otherwise, Sequoia Wireless will be responsible for the fee). Sequoia Wireless will provide a gesture of goodwill and discount the Service Connection/Activation Charge in the amount of $39 when the customer is deemed to be responsible for the charge. See also the Schedule of Rates document available on our website at com/carates.
2. Charges, terms, and conditions associated with purchasing additional data. (See Schedule of Rates.)
3. 911 emergency services location accuracy and reliability standards as required in basic service element number I.2.(d) in Appendix A of Decision 12-12-038. Your handset will be able to place calls to 911 even if you have no minutes available. It is advised by Public Safety Officials, that you should be prepared to provide information about your location when making a 911 or other emergency call. Wireless service, unlike landline phones, uses less reliable methods to place calls and to determine your phone number and location. Network coverage can be adversely affected by weather, structures, buildings, geography, etc. Because of these factors, emergency operators may not be able to determine your location or your phone number, or you may not be able to complete a call at all. Occasionally, 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 through and you should dial 911 from the nearest landline phone. Enhanced 911 service, also known as E911, relies on GPS technology to obtain location information. This service is dependent on a number of factors such as the abilities of the local emergency authorities, GPS ability of your device, whether your GPS enabled handset has GPS turned on, and your device’s ability to obtain a GPS Satellite signal which can be impaired by being indoors, weather, etc. Even when available, E911 does not always provide accurate location information.
4. Potential service coverage and service quality issues, and safety-related considerations when smartphones are removed from the home and when there is poor mobile reception – Service is subject to transmission limitations caused by certain equipment and compatibility issues, atmospheric, topographical and other conditions, as well as proximity. Service can only be available when in range of a transmission source, which you should be aware of when leaving your home area. Service is dependent on radio towers which require electricity to operate and could become non-functional in the event of a power outage if backup power is not available or runs out. Further, service may be temporarily refused, limited, interrupted, or curtailed due to system capacity limitations, technology migration, or limitations imposed by the Carrier, or because of equipment modifications, upgrades, repairs, or relocations or other similar activities necessary or proper for the operation or improvement of the Carrier’s radio telephone system. Neither the Company, nor any of its Network Providers, shall have any liability for service failures, outages, or limitations of service. If the mobile smartphone is the only phone in your home, residents will not have access to call 911 when the smartphone is removed from that location.
5. Access to 800 or 800-like toll-free services. The Company provides its customers with access to 800 or 800-like toll-free services. Under the Company’s business model, there is no toll charge for these calls. Although there is free access to 800 or 800-like toll-free services, such calls are treated the same as regular outgoing calls with respect to minute usage. (See Schedule of Rates).
6. The Company’s free California LifeLine smartphones are data capable and may be new or refurbished grade A or B; newly upgraded smartphones are also available for purchase. Free smartphones are limited to one (1) per twelve (12) month period, per customer. Customers who are not entitled to a free smartphone must purchase a smartphone from the Company or provide their own compatible smartphone.
7. Sequoia Wireless SIM cards and devices provided by or purchased from us are intended for use on our networks and in other coverage areas that we may make available to you. Our devices are unlocked by default. Please refer to our Device Unlocking Policy to learn more.
8. The charges or fees associated with using operator services. The Company provides access to operator services to all its customers, California LifeLine or otherwise, via 611 and 411, and discloses the charges and conditions associated with such calls. The Company provides free, unlimited access to 611 even if all allotted minutes have been depleted. (See Schedule of Rates.)
9. Access to local directory assistance/411. The Company provides access to directory assistance to all its customers, California LifeLine or otherwise, via 411. Such calls use the minutes of the California LifeLine or non-California LifeLine customer making the directory assistance call. (See Schedule of Rates.)
10. Schedule of rates and charges. The Company’s Schedule of Rates and charges for California LifeLine service are included herein as the “Schedule of Rates.”
11. Free, unlimited access to customer service for information about California LifeLine, service activation, service termination, service repair, and bill inquiries. The Company’s California LifeLine customers are provided free, unlimited access to Sequoia Wireless customer service either by dialing 611, dialing the toll-free customer service number, or sending an email to support@sequoiawireless.com. Calls to the Company’s customer service do not count against the California LifeLine customer’s allotted voice minutes.
12. Free, unlimited access to customer service representatives fluent in the same language in which California LifeLine was originally marketed and sold. At this time, the Company markets and sells California LifeLine service in English. The Company therefore provides English-speaking customer service operators through its customer service department, which may be accessed as described above.
13. Free access to toll-blocking and toll-control services. The Company is a prepaid service provider, which means that customers pay for their service in advance and can use only the amount of service for which they have already paid. Furthermore, the Company provides uniform pricing for both local and domestic, long-distance telephone calls. International Calling is blocked. Therefore, the prepaid nature of the service, along with the fact that voice calls are not distance-sensitive, acts in effect as a toll-blocking service.
14. Access to two California LifeLine telephone lines to Deaf and Disabled Telecommunications Program participants or teletypewriter users. The Company will provide access to two California LifeLine discounted telephone lines to Deaf and Disabled Telecommunications Program participants or teletypewriter users.
15. Free access to the California Relay Service via the 711 abbreviated dialing code. The Company will provide free access to California Relay Service through the 711 abbreviated dialing code. (See Schedule of Rates.)
16. Access to Public Safety N11s. All of Sequoia Wireless California Lifeline plans will provide access to special service N11 numbers. D.14-01-036 requires free, unlimited access to public safety N11s (211, 311, 511, 711, and 811) for California Lifeline eligible plans with 1,000 or more voice minutes, and notes that “Wireless providers may meet this obligation by offering these features on plans with 1,000 or more minutes, or by offering at least one plan with unlimited voice minutes that conform to this Decision, and which may include text, but not video or data” (see Attachment D of the Decision). Therefore, Sequoia Wireless will comply with Wireless Service Element number 19 by offering its Unlimited Talk & Text rate plan option (See Schedule of Rates.)
17. California LifeLine Participant Exemptions. CPUC exempts California LifeLine participants from paying public purpose program surcharges, the Commission’s user fee, federal excise tax, local franchise tax, and California 911 tax associated with telephone service. The Company will comply with this exemption. The Company understands that the exemption does not alter the statutory requirement for all telephone corporations in California to assess, collect, and remit public purpose surcharges on revenues collected from end-users for intrastate telecommunications services that are subject to surcharge in compliance with Pub. Util. Code §§ 285 and 710.
18. 30-Day Notice. The Company will provide 30 days prior notice to California LifeLine participants in the event it withdraws from the provision of California LifeLine Service.
19. All approved California LifeLine service plans are subject to our California LifeLine Terms and Conditions located at com/lifelineterms. These terms are provided digitally for each California LifeLine participant to review prior to agreeing to service.

California LifeLine Enrollment Limitations

When you request enrollment for California Lifeline, you must wait up to 30 days before submitting another enrollment request. You cannot submit multiple enrollment requests for the California Lifeline discount at the same time. The 30-day waiting period ends when: a) The California Lifeline Administrator provides the final eligibility determination; b) The enrollment request is canceled; or c) 30 days have passed since the enrollment request, whichever occurs first. After the 30-day period ends, you may submit another enrollment request for California Lifeline. You can cancel your enrollment request by contacting the California Lifeline Administrator at 866-272-0357 or by visiting californialifeline.com and selecting “Check Your Status.” You can also contact support at 800-487-4975 who can submit the request on your behalf. You may discontinue your phone service at any time or transfer to a different carrier.

Telephone Consumer Protection Act (TCPA)

To ensure that consumer inquiries are handled with the utmost professionalism, we and our affiliates, agents, assigns, and service providers monitor and record all calls between you and us or any of our affiliates, agents, assigns, and service providers in order to improve our service to you. You agree to be monitored and recorded. You agree that Sequoia Wireless may from time to time contact you by phone calls and/or text messages at any telephone number linked with your account, including wireless telephone numbers, which may incur fees (but not from Sequoia Wireless). By using our website, you agree and accept that Sequoia Wireless may from time to time send you emails, phone calls, and/or text messages to any email addresses and/or telephone numbers connected with your account, including your home, work, and wireless telephone number, for which you may incur fees. This includes, but is not limited to, the use of prerecorded/artificial voice messages and/or an automated telephone dialing system to contact you. You also agree that Sequoia Wireless may send you emails to any email address you supply or use other electronic forms of contact to the extent authorized by law. Consent may be withdrawn at any moment and by any acceptable method such as an email to support@sequoiawireless.com.

California Emergency Protections

In response to the devasting wildfires of 2018 and 2019, the State of California asked service providers such as Sequoia Wireless to put measures in place to assist people impacted by emergency situations. In California’s Decision Adopting an Emergency Disaster Relief Program for Communication Service Provider Customers (D. 19-08-025), issued August 23, 2019, in Rulemaking (R.) 18-03-011, when a State of Emergency is declared by either the Governor of the State of California or the President of the United States, Sequoia Wireless will provide additional service credits to existing customers, and handsets to those that qualify. In response to Decision 19-08-025, Sequoia Wireless has implemented ongoing and continuous outreach to ensure its customers are aware of the consumer protection measures available to them before, during, and after emergency situations. Sequoia Wireless communicates these emergency protections on our website, annually as part of the California Annual Notice Sequoia Wireless sends out in compliance with General Order 153, Procedures for Administration of The Moore Universal Telephone Service Act.

California Emergency Relief Plan

Sequoia Wireless has established our emergency assistance protocols for subscribers in California. Please read the following to get acquainted with the support available to you in the event that a disaster (announced by the governor of California or the president of the United States) affects your service or displaces your family. When the governor or the president of the United States declares a state of emergency in California because a catastrophe has disrupted utility service or reduced the quality of utility service, the following remedial measures will be implemented: a) Sequoia Wireless may let customers delay or phase payments for data, call, and text coverage prices for a certain time period. As we do not charge monthly fees for our California LifeLine plans, provisions related to this delay in required usage or annual recertification will be subject to the rules set forth as part of California LifeLine Program; b) Sequoia Wireless will provide mobile phones for temporary usage in approved county or municipal emergency shelters to our subscribers seeking refuge from a catastrophe; c) Sequoia Wireless will consider extending service payment deadlines for affected customers for certain time periods. As we do not charge monthly fees to the subscriber for California LifeLine plans, provisions related to this delay in required usage or annual recertification will be subject to the rules set forth as part of California LifeLine Program; d) Sequoia Wireless may provide temporary replacement phones to subscribers whose phones were lost or destroyed as a consequence of a natural catastrophe or evacuation. If the California LifeLine Administrator receives exemptions from the California Public Utilities Commission for its non-usage and eligibility renewal regulations for the California LifeLine Program, Sequoia Wireless will: a) Suspend the de-enrollment of affected California subscribers for non-usage; b) Reenroll any affected subscriber upon notice from CPUC that a rejection of the subscriber’s renewal eligibility for California LifeLine Program has been reversed. Assuming the position is consistent with the CPUC’s waivers, these protections will begin upon the declaration of a state of emergency in California and end no sooner than 12 months after the date of the declaration, or as determined by the California Office of Emergency Services. Contact customer support to learn more.

California Public Utilities Commission (CPUC) – Consumer Affairs Branch (CAB)

As the California Public Utilities Commission (CPUC) regulates California utilities, such as Sequoia Wireless, which provide telecommunications services in the State of California, if you have a question or a complaint concerning Sequoia Wireless’s services, at any time you may also contact the Consumer Affairs Branch (CAB) to seek assistance, at the following address: California Public Utilities Commission Consumer Affairs Branch, 505 Van Ness Avenue San Francisco, CA 94102, Email: consumer-affairs@cpuc.ca.gov. Or you may reach CAB by telephone at 1-800-649-7570, Monday through Friday, 8:30 a.m. to 4:30 p.m.

Notices

You may send notices to Sequoia Wireless by mail, 29034 Westbourne Court, Hayward, CA, 94544 or by email at support@sequoiawireless.com. Notices will be considered effective after received by Sequoia Wireless. If a subscriber is unable to resolve concerns with Sequoia Wireless, they may file a complaint with the Federal Communications Commission and/or the California Public Utilities Commission (CPUC) – Consumer Affairs Branch (CAB). Any notice sent to a subscriber will be sent via email we have on file.