Subscription Terms, Conditions and Refund Policy as of May 29th, 2017
These terms and conditions apply to your print and/or online only subscription to one or more of the following Okanagan Valley Newspaper Group publications: The Daily Courier, Penticton Herald, Okanagan Weekend and its related materials and supplements (“Your Subscription”). The Okanagan Valley Newspaper Group publications are published and distributed by Kelowna Daily Courier Newspapers LP in Kelowna, British Columbia.
By implementing your subscription, you agree to pay all applicable fees and taxes for the payment period (“Term”) you have selected for your Subscription (“Fees”). Fees are payable at the beginning of each subscription term as chosen and are paid in advance. For subscribers choosing the monthly automatic renewal option (EASYPAY), fees are charged to the authorized credit card or bank account on file approximately 1 day prior to the start of each renewal term based on the then-current rate for such payment period. All Easy Pay payments are posted to your subscription account upon receipt of bank or payment vendor acceptance. All rates are subject to change. By subscribing to one or more of The Okanagan Valley Newspaper Group publications, you warrant that a) all information you submit is true and correct (including without limitation all credit card information you provide) and b) if paying by Credit Card either by term or automatic monthly renewal, you are the authorized cardholder of the Credit Card being used. The Okanagan Valley Newspaper Group reserves the right to change, modify, suspend, discontinue or terminate any aspect of The Okanagan Valley Newspaper Group publications, your Subscription or the Terms and Conditions without notice or liability and for any reason. You reserve the right to cancel your subscription at any time however, the term in which was last purchased is to be honored. Alternate delivery options for your print subscription are available if delivery to your home until the end of your paid subscription term is not feasible.
In cases where your subscription is terminated or cancelled prior to your expiry date, you may choose to reroute your print delivery to an alternate address until it expires or you can donate the remaining issues to patients at the hospital in your region. All subscriptions purchased are NON REFUNDABLE. Subscriptions terms available for purchase are 1 year, 6 months or 3 months terms or the monthly recurring term by credit card or bank. On occasion we offer promotional subscriptions for terms other than those noted. Any service or promotional credits you may have received during your subscription period have no cash value. It is your responsibility to review your credit card or bank statements monthly and to notify us immediately of any unauthorized charge or error from our offices appear on your statement. Please note that newspaper subscriptions are subject to 5% GST in British Columbia and in most cases, this 5% tax is included in the subscription rates.
FREQUENTLY ASKED QUESTIONS
What is your website address?
What is your Circulation Department phone number and your phone hours of operation? The phone number to reach our Circulation Department agents is (250) 493-6737. Our Circulation Department phone hoursof operation are 7:00 am to 10 am Tuesday to Saturday. Our office located at 186 Nanaimo Avenue W, Penticton BC is open to walk in traffic from 9 am to 4 pm Monday thru Friday and is closed on Saturday and Sunday. We do have voicemail systems in place if you wish to leave a message after hours or can use web forms available on our website under the Subscriber Services Menu on our main web page.
What newspapers will I receive?
The Penticton Herald is delivered Tuesday thru Friday. The Okanagan Weekend Edition is delivered on Saturday. All Tuesday to Saturday (5 day/week) active print subscribers can also opt in to access the digital e-Edition of the newspaper and all web content at no extra charge. You will need to register as a user on our website at www.pentictonherald.ca and once logged in, you can choose to opt in to the e-Edition access by selecting the PRINT SUBSCRIBER FREE ACCESS TOTAL DIGITAL subscription under the Subscriber Services menu. You will need to have your active print subscription account number to complete the set up. Call 250-492-4002 or email us at email@example.com if you do not know it.
What time should I expect my paper to be delivered?
Most areas can expect delivery by 7 a.m. each publishing day.
What if I do not receive my paper or if it is incomplete or damaged?
To report a problem regarding your newspaper, call our Circulation Department at (250) 493-6737 before 10am or use the Delivery Issue / Concern form on our website. Reported missed or damaged deliveries are offered a missed delivery credit or may receive the missing issue the following day.
When can I expect my first paper to be delivered as a new subscriber?
New orders placed by phone will be started within 24 to 48 hours in most instances. Orders that are received via web form or solicitor will be started within 72 hours in most cases. If you have not received your paper within these time frames and have not received a call from our office to verify your order, please call our Circulation Department directly at (250) 493-6737 so that our agents can investigate the issue.
What if home delivery is not available in my area?
Home delivery is available in most areas of Penticton, as well as delivery by motor route in Summerland, Osoyoos, Cawston, Kaleden, Keremeos, Okanagan Falls, and Oliver. There is limited delivery in outlying or rural areas. If you are unsure if you are within our delivery areas, you may call our Circulation Department directly at (250) 493-6737.
What is your GST number? Are any other taxes applicable? Our GST number is 81026 3699 RT0001. GST is included in all of our posted/quoted rates. All rates are subject to change.
How do I temporarily stop my delivery?
You can suspend your service two ways: online using our Suspend Delivery form under the Services Menu on our website or by calling our Circulation Department before 10am at (250) 493-6737. Regular vacation stop requests will put a hold on your account and thus credit you for each day your account is not active. In essence, it pushes your expiry date forward each day you are away. NOTE: if you have opted in to the free access to the e-Edition, you will not have access to this while your account is inactive on vacation.
While you're away, you may also choose to have your papers donated to our Hospital Donate program. With this option, your paper is donated to the patients at the Penticton Regional Hospital.
How do I change the address on my subscription?
Call our Circulation Department before 10am at (250) 493-6737 or use the Address Change form under the Customer Care Menu on our website. If your new address is within our home delivery area, your subscription will simply transfer on the date you request. You will be emailed or called if this is not possible.
How can I get a previous issue of The Penticton Herald or Okanagan Weekend?
Our offices maintain an archive of past issues in most instances. They are available for purchase at the cover price if available. We recommend calling ahead to ensure we have the issue available for you to purchase. If you are not able to come in to our office for pick up, you may have a back issue mailed to you. The fee for this service is a minimum of $ 10.00 a copy. Call the Circulation Department at (250) 493-6737 to make the request and submit payment. All mail outs require prepayment before mailing. Many of The Okanagan Regional Libraries have copies of back issues on microfiche in many instances as well. Contact the library in your area to enquire about availability.
How do I change the location my paper is delivered?
We make every effort to ensure your newspaper is delivered to the location you request. For customers in rural or challenging areas, it may be necessary to have your paper delivered to a tube slightly away from your home or via a plastic bag and tossed up/down the driveway.
How do I start a gift subscription for another person?
To order a gift subscription, please call the Circulation Department before 10am at (250) 493-6737 to complete this request or you can use the Gift Subscription form under the Subscriber Services menu on our website.
How do the invoicing terms work?
Subscriptions are on a “pay in advance” basis. Your first invoice should arrive within the first few days of the start of your delivery service if not paid when started and payment is due immediately upon receipt. We give a 7 day grace period to allow for mailing time before your subscription service will automatically stop. Your subscription term will start the date you begin receiving service and your expiry date will based on the length of term you selected when paid. Credits for missed delivery or vacation stops will extend the expiration date on your account by the number of days you received credit for. Payments are due by the expiration date noted on your invoice for the next subscription term. When you start delivery for the first time, the notice will not have any expiry date noted as payment not yet received and in this case, payment is due immediately upon receipt. When you receive future renewal notices for your subscription, the expiry date will be noted based on your paid term. Please call our office directly at (250)493-6737 if you have any questions or concerns with your invoice.
Please note that subscriptions do not stop automatically on expiry – call us to let us know if you wish to cancel your subscription as papers delivered during the 7 day grace period upon your expiry will be billed for.
What are my payment options?
You may choose to pay your subscription in 3, 6, or 12 month terms or by automatic monthly renewal by bank or credit card (EASYPAY) – please see below for how this works. You may also pay via cheque or money order by mail sent with your remittance stub but please keep in mind that we must receive and post your payment before the end of the grace period. You may also make a credit card payment by phone to Circulation Department at (250) 493-6737. We accept Visa, MasterCard and AMEX. We also offer the availability to pay online by CREDIT CARD only via our website – choose the Subscribe option under the Services Menu and complete the appropriate subscription form as a Renewal. You will be directed to a secure online site in which to process your credit card payment. A service charge of $25 will be levied for any returned cheques and $2.50 for any bank returned automatic Easy Pay payments.
I have received more than one invoice recently. Why?
Your invoice and remittance may have simply crossed in the mail if payment has recently been made. If so, you may disregard the invoice. Alternatively, your account may be now expired and you are now in to your unpaid grace period. If you are unsure of the status on your account, please call the Circulation Department at (250) 493-6737 and we will be happy to go over your account with you. Failure to keep your account current will result in termination of service so it is best to review the details with our agents to avoid any disruption in service.
Can I have my payments automatically deducted without receiving an invoice?
Yes. Our safe and convenient EASYPAY program (our automatic monthly renewal program) allows you to pay automatically via your credit or bank account on a monthly recurring basis. To set up your subscription on the EASYPAY program, please follow the instructions on the back of your renewal notice or call our Circulation Department at (250) 493-6737 for further information. Please note that using your bank account will require you to send us a cheque marked VOID or a bank form that is designed for this purpose that authorizes these charges. For credit card EASYPAY, please complete the information on the back of the notice - be sure to sign it for authorization – and forward it to our head office for processing. You may also set up the EASYPAY by credit card via phone by calling us at (250) 493-6737. Please note that a service charge of $ 2.50 will be levied for any Easy Pay automatic payment that is rejected or declined by the bank or credit card vendor.
The Okanagan Valley Newspaper Group
DBA: The Penticton Herald Newspaper
550 Doyle Avenue
Kelowna, BC V1Y 7V1