Agreement

Thank you for visiting our Subscriber Agreement page which contains answers to your subscription and billing questions.

Please note: Any subscription price increases or major changes to the subscriber agreement are published on our A2 page, generally for a week, prior to implementation.

This page is divided into the following sections. Click the section you'd like to read or simply scroll down the page.

Subscription Vacation Policy

Our Service Commitment to You

Billing Options

Continuous Payment by Credit Card

Term Payment

Cancelling Your Subscription

Contact Us

Frequently Asked Questions

Subscription Rate


Subscription Vacation Policy

When you go on vacation, we will stop your delivery and extend your subscription or you can choose to donate to our Newspapers in Education program.

To place a vacation stop on your account visit our subscriber services page on-line www.thestar.com/mysubscription or call our customer service centre (416-367-4500 or 1-800-268-9213).

Our Service Commitment to You

It's not just editorial excellence we strive for. It's customer satisfaction.

In the GTA we commit to deliver your newspaper by 6:00am on weekdays, 7:30am on Saturdays and 6:00am on Sundays.

In most areas, your newspaper can be delivered to your door, your mailbox, or any other convenient location that you request. Your newspaper should always be clean and dry and readable. If it's not, please let us know.

In most areas we offer redelivery. If you do not receive your newspaper please give us a call and a replacement paper will be redelivered within 90 minutes. Or, if you'd prefer, you may have a credit applied to your account for the value of the missed newspaper.

Billing Options

There are two ways to pay for your Toronto Star subscription:

1)    Continuous Monthly Payment by Credit Card
2)    Term payment

Regardless of your payment method, your Toronto Star subscription is continuous, and it will continue until you call us to cancel.

Continuous Payment by Credit Card

This is the most convenient payment option and the one most of our subscribers choose.

When you make monthly payments by credit card, you don't need to do any work.

Your credit card will be charged in the third week of each month for the upcoming month of delivery.

If you are a new subscriber, your first credit card charge will pay for your current month of service as well as for the upcoming month.

If you are part of our continuous monthly payment plan your subscription will automatically be renewed each month and will continue until you call us to cancel.

Term Payment

Some of our subscribers prefer to pay in advance for a specified period of time. Typically, the Toronto Star has term offers of 3, 6 and 12 months.

If you choose a term payment, you have a number of payment options:

•    You can mail us a cheque
•    You can call our customer service centre and make a one-time payment by credit card over the phone (call 416-367-4500 or 1-800-268-9213)
•    You can visit our subscriber services page on-line (www.thestar.com/mysubscription) and make a payment by credit card
•    You can visit your local bank branch and make your payment with cash or cheque

If you are mailing a cheque, please address your envelope as follows:

Toronto Star Newspapers Limited
Circulation Department
1 Yonge Street
Toronto  ON  M5E 1E6

Be sure to include your renewal notice slip with your payment so that we can apply your payment to your account.

We will send you a notice in advance of the expiry of your pre-payment term to give you the option of making another term pre-payment.

Subscription Rates

Our subscription prices may change from time to time. If you are on the Term Payment plan, any price changes will not take effect until the end of your subscription period. For subscribers on the continuous monthly payment plan, your new subscription charge will appear on the next statement of your credit card.

Cancelling Your Subscription

All Toronto Star home delivery subscriptions are continuous. You must contact us directly via phone or chat if you wish to cancel your subscription. Cancellation requests are not accepted via email.

Contact Us

Customer Service Centre

Our customer service centre can be contacted at 416-367-4500 or 1-800-268-9213.

The hours of operation are 6:00am to 5:30pm Monday to Friday, and 6:00am to 1:00pm on weekends and holidays.

You can always e-mail our customer service centre at circmail@thestar.ca.


Manage Your Account On-Line

You can manage many aspects of your Toronto Star subscription on-line.

Visit www.thestar.com/mysubscription to sign on.

FAQ


Q: How much is the activation fee? Why do I have to pay?

A: There is an activation fee for all new subscriptions. The fee is $5.00 plus HST. This amount will be added to your very first credit card payment or toyour first invoice. The fee is intended to cover the administrative costs of starting a home delivery subscription.


Q: Will Toronto Star refund old subscription charges back to my credit card?

A: If you have a charge on your credit card that you do not believe is warranted, please contact us immediately. In select cases we will issue credits retroactively. You must notify us with 90 days of the purported error. If you do not notify us within 90 days of the charges then you accept the charges as billed.


Q: I paid for a 6-month subscription. Why does it continue after 6 months?

A: All our subscriptions are continuous. Since most of our subscribers renew we don't want anyone to miss a single day of their delivery. 


Q: What does the Toronto Star do with my credit card information?

A: When credit card information is entered into our database, your credit card number is securely encrypted. We are not able to view the entire credit card number after it has been entered into our system. This is in compliance with the requirements determined by the Payment Card Industry.

Sometimes we collect credit card information on paper – for example at your door or at a sales kiosk – using a Toronto Star subscription order form. These order forms are securely stored for a period of 24 months.  We hold onto these order forms so that we can effectively handle issues and/or disputes that may subsequently arise. After 24 months – or earlier at your request – this credit card information is destroyed using a secure shredding system. To make such a request please email us at privacy@thestar.ca.

Q: The monthly price I was quoted and the first monthly credit card charge are different. Why did this happen?

If you are a new continuous payment credit card subscriber, your very first charge is likely to be slightly different from the monthly amount you are quoted. We typically bill in advance of delivery, the third week of every month.  So, if you are a new start, you will be billed for your initial (and possibly partial) month of delivery as well as the upcoming month.


Q: My credit card recently expired and I want to cancel the newspaper. Do I need to contact the Toronto Star, or will my subscription automatically stop?

You need to call us to cancel delivery of your newspaper. Your subscription will not automatically stop.


Q: The price of my subscription went up after three months. Why can't I keep the lower rate?

Sometime we offer new subscribers a low introductory rate to encourage them to join the Toronto Star family.  It is our standard practice to move your subscription to our full rate after your introductory rate expires.

Q: I want to cancel my paper. Can I get a refund?

We'll be sad to lose you as a Toronto Star subscriber. In most cases we can offer you a refund for the balance remaining on your account. If you paid by credit card a refund will be issued to your card. If you paid by cash or cheque we will mail you a cheque. Cancellation requests can be made by calling our Customer Service Centre or by live chat. Please note we do not accecpt cancellations via email.

Introductory and deeply discounted subscription offers are non-refundable. In all cases, due to administrative costs we do not refund amounts of $5 or less.


Q: I was charged $20 for cancelling my subscription. Why?

When you ordered your Toronto Star subscription you received a gift. The $20 charge is applied if you stop your subscription prior to the originally agreed upon term. This charge is to cover the cost of the gift. This charge can be avoided if you keep your subscription through to the end of the term.

Q: How much does the Toronto Star Replica Edition cost?

If you are a Toronto Star print subscriber, you qualify for a special rate of $1.99+tax a month for 7-day access to the Star Replica Edition. Your replica access will include the same opt in access as your print subscription account.

Non-subscribers can sign up for a Replica only subscription for $9.99 a month.This offer does not include our opt in publication.

Q: How much does Starweek Magazine cost?

For existing subscribers, Starweek magazine is an opt-in product. It is delivered with the Saturday Star and the cost is $0.75 cents per week. This amount is added to your basic subscription price.

Most new home delivery subscriptions (i.e. introductory offers) automatically include Starweek until the end of the introductory term. At the end of the introductory term, subscribers may choose to opt-out of Starweek by contacting us at 416-367-4500 or circmail@thestar.ca.

Q: How much doe the New York Times International Weekly and Book Review cost?

For existing subscribers, this is an opt-in product. It is delivered with the Sunday Star and the cost is $1.50 per week. This amount is added to your basic subscription price.

Some new home delivery subscriptions (i.e. introductory offers) automatically include The New York Times International Weekly and Book Review until the end of the introductory term. At the end of the introductory term, subscribers may choose to opt-out of this by contacting us at 416-367-4500 or circmail@thestar.ca.

Q: How much does That's Puzzling! Magazine cost?

For existing subscribers, That’s Puzzling! magazine is an opt-in product. It is delivered with the Saturday Star and the cost is $1.49 per week. This amount is added to your basic subscription price.

Q: What are the terms and conditions for the Toronto Star electronic edition/Kobo Vox e-reader offer?

For complete terms and conditions for the Kobo Vox offer, please visit sites.thestar.com/kobo/terms.html.