Subscriptions
Subscriptions are monthly, for each monitored asset. You can cancel at any time before your next billing date, and you won’t be charged again. Monitoring carries on until the end of the month you have already paid for.
We don’t give refunds for part months. If you cancel halfway through a month, that month is not refunded.
Unused hardware
Changed your mind? You can return hardware within 14 days of delivery, as long as it hasn’t been installed or used and is in its original packaging with all its parts. Tell us before you send it, and we’ll explain where to send it. Once we have checked it, we refund the price you paid for it.
Unless the hardware is faulty, you pay the cost of sending it back.
Faulty hardware
Under the Consumer Protection Act, hardware comes with an implied warranty of quality for 6 months from delivery. If a device is faulty in that time, you can return it at our cost and choose a repair, a replacement or a refund.
If we repair a device and the same fault comes back within 3 months, we will replace it or refund you. The warranty doesn’t cover damage from an accident, misuse, tampering or a fire, or from installation that didn’t follow our instructions.
Installation
Installation fees are non-refundable once the work is done. If you cancel before the installer starts, you don’t pay for installation. If the work wasn’t done properly, tell us and we will have it put right.
How to ask for a refund
Email hello@firemobile.dev or call +234 815 170 0676. Please include:
- your organisation’s name and the account email address;
- the invoice number;
- the device’s serial number, if it is about hardware; and
- what went wrong, with a photo if a device is damaged or faulty.
How long it takes
We aim to pay approved refunds within 10 business days. For returned hardware, that is 10 business days after we receive and check it. We refund to the payment method you used, and your bank may take a few more days to show it.
Your rights
This policy adds to your rights under the Consumer Protection Act and doesn’t take any of them away. If you have a signed agreement with us, it takes priority where it differs. Our terms of service explain the rest of how billing works.