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. ? . .._? ?*? y? 0 Customer ?n?ornr ?IOrI VverViCW verfzonwireless.com ? Please read carefufly and file in a saPe piace. WELCOME TO VERIZON WIRELESS! In order to help you understand your new wireless service, here are answers to some questions commonly asked by new customers. In addition to reviewing this document, it is very important that you read your Customer Agreement, cailing plan brochure and any other literature provided, Once you have reviewed this material, we will be happy to explain any portion of your agreement and answer any questions. Please contact your Sales Representative for assistance. YOUR CUSTOMER AGREEMENT Your Customer Agreement with us starts when you accept it. You accept when you give us a written or electron+c signature, OR tell us orally or electronically that you accept, OR activate your service through your wireless phone, OFi open a package that says you are accepting by opening it, OR change your agreement, extend your contract term, OR accept a new promotional offer. If you don't want to be bound by the Customer Agreement, do not do any of the things listed above. YOUR CALLING PLAN Yous calling plan is part of your Customer Agreement. Be sure to read it carefully. It determines your rates and charges, such as your monthly access, the number of minutes included in your monthly alfowance, and the rate per minute for additional minutes, roaming, and long distance service, if app{icable. At any time, you have the option to change to any qualifying calfing plan, at no additional fee, without extending the minimum term of your Customer Agreement. (You may have to purchase new equipment to be able to take advantage of a new calling plan.) To take advantage of promotional offers, including equipment upgrades, you will be required to extend the minimum term of your Customer Agreement. AGREEMENT TERMS AND EARLY TERMINATION Your minimum term under your Customer Agreement will be for the period of time required by your calling p{an or promotion, usually one or two years. If you cancel during this term, a$175 early termination fee will apply, After your minimum term, your Customer Agreement will convert to a month-to-month term. NIGHT AND WEEKEND HOURS Your calling plan may have different rates depending on whether you make or receive calls on weekdays, at nights, on weekends or holidays. Airtime minutes may be classified as peak or off-peak, according to the time and day. Please refer to your calling plan brochure for the night and weekend hours in your area, +f applicable. ROAMING You are "roaming" whenever you make or receive calls using a transmission site outside your home airtime rate area, or using another carrier's transmission site. The ROAM INDICATOR on your handset will assist you in determining when you are roaming. Long distance, roaming and other additional charges may apply to calls you place or receive while roaming. The billing for roaming minutes on another wireless carrier may be delayed depending on when we are billed. These minutes may be applied against your monthly allowance in the month they appear on your bill and not during the month of usage, and may result in charges in addition to your monthly access charge. Directory Assistance/411 Connect=" Ennanced directory assistance is available through 411 Connect, an exclusive directory, information, and call completion service for Verizon Wireless customers. A live operator will assist you when you request numbers, addresses and information for anything from restaurants and movies to the nearest florist. A per-call fee plus airtime and other charges apply. Simply dial 411 and press SEND. READING YOUR BILL Bitl Cycle This is the date your bill is created. Except as noted in the Cuslomer Agreement, your calls made within the bill cycle start and end dates will be included in your bill. Billing for certain home and/or roaming ca{Vs and related charges may be deiayed to a later bill. These calls may be applied against your airtime allowance in the month they are billed, rather than the month you made or received the call. This may result in charges beyond your expected charges in the later month. Your First Bill On your Sirst bill you may be billed a prorated portion of your Monthly Access Charge (calculated from the date you begin service to your first bill cycle start date), plus the next month's service charge. Because of this proration, your first bill may be larger than subsequent bills, In addition, your first bifl wifi include any applicable activation fees, feature charges, and equipment and accessory purchases. Monthly Access This is your monthly access or service charge based on your particular caliing plan. Paying this charge gives you access to the Verizon Wireless network. It is usually billed one month in advan--e. Monthly Home Airtime Allowance Your calling pian may specity a set amount of included minutes for use in your home airtime rate area. Unused airtime cannot be carried forward or credited against the next month's usage. Various fees. toll charges, and regional calling and wireless long distance charges are not included in the home airtime aflowance and will be charged separately. Promotior?al Minutes The amount of promotional minutes available in your first month is determined by date of activation in relation to bill cycle start and end dates. Chargeable Time We measure your cal{s in fuH minutes. That means partial minutes are rounded up to the next full minute. For example, a 15-second call is billed as one full minute. A one-minute, 20-second call is billed as two full minutes. Time starts when you first press "SEND" or the call connects to the system. Time stops when your call disconnects from the system, which may be a few seconds after you press "END" or the call is otherwise terminated. On incoming calls, charges begin when the call connects to the system, which may be before the phone rings or before you answer it. You are not charged for unconnected calls, busy signals and unanswered calls that ring for fess than 60 seconds. You may be billed at normal airtime rates for calls that ring for 60 seconds or more in certain areas, even If such calls are busy or unanswered. If a device such as an answering machine or fax machine "answers" the incoming call automatically, the call may be consldered completed and billable. Home Airtime Rate Area Your home airtime rate area is a geographic area where your home airtime rates apply. It may be local, regional or national. The calls you make or receive inside this area are billed at your home airtime rates without Incurring roaming charges. Depending on your calling plan, long distance or toll charges may still apply inside your home airtime rate area. If you make calls outside this area, you may be charged more per minute for airtime. In certain instances you may incur toll, regional calfing, or wireVess long distance charges on calls made within your home airtime rate area. Home airt+me rate areas may also be referred to as home service areas or home calling areas. Toll, Regional Calling and Wireless Long Distance Toll, regional calling, and wireless long distance charges are in addition to home airtime charges for your calls. You will incur toll, regional calling, or wireless long distance charges when you are in a wireless local calling area and place a call to a number outside this area. Your local calling area is not the same as your home airtime rate area and may, in fact, be smaller. As with your home phone, your focal calling area is defined by a group of local phone exchanges (the area code plus the three digits of a phone number). As with all wireless cafls, these charges are based on your location at the start of the call and do not change even though you may move during the calf. Other Fees, Taxes and Surcharges Your bill will include federal, state, and where applicable, local taxes. It may also include surcharges, governmental fees and similar assessments, including fees such as Universal Service and Regulatory Fees. These charges, including taxes and surcharges on roaming, may be based on the rates applicable 1o the resideniial street address or the primary business street address you provided to us. This address will be consldered the "place of primary use;' provided it is within our licensed service area. Caller I.D. Please note that your telephone number and account name may appear when you call someone who uses caller identification. You can b{ock this "Caller ID" for most cails by diafing '67 before each call or by ordering per-line blocking, where available. (Dial '82 to unblock.) DISPUTE RESOLUTION AND IIVDEPEIVDENT ARBITRATION Most customer concerns can be resolved through our Gustomer Service Department. If, however, you have an issue that cannot be resolved without third-party intervention, Verizon Wireless will arbitrate with you before the American Arbitration Association or the Better Business Bureau. This means that all such customer disputes (except perhaps certain small claims) will be resolved through arbitration, not with a judge or jury. P/ease note that we reserve the right to make changes to the CustomerAgreement as well as to our business practices and procedures. This Overview is for information purposes and is not a contract. lt does not replace or supplemenf the Customer Agreement. FORM NATIONAL Cf0 10103 ... ., ? . . ?,,.. , .. . .?-,:,r, ?.?. ».;Ra:,._.., ??.A ,,, ,.m..,. . . . . .. .. . . . . .I..,.i . ?... . ..