Refunds, Cancellations & Returns

Current status: no sales are being processed

The checkout page is a demonstration preview. No payment is taken, no order is placed and no contract is formed, so there is nothing to refund at this time. This policy is published so that our terms are clear in advance, and it will govern any sale once we begin accepting orders. Statutory rights described below apply to any consumer transaction we do enter into, and nothing here removes or limits them.

1. Your statutory cancellation rights (British Columbia)

If you buy from us as a consumer in British Columbia, the Business Practices and Consumer Protection Act (BPCPA) gives you rights that override any policy we set. In particular:

• Missing or inaccurate required information. If we fail to give you the information the Act requires before the contract, or the contract does not match what was disclosed, you may cancel within the period set out in s.18.4.
• Distance sales contract copy. For an online purchase we must provide a copy of the contract within 15 days. If we do not, you may cancel within 30 days (s.49).
• Late delivery. You may cancel before delivery if delivery is more than 30 days late, or if no delivery date was stated and the product or service is not delivered within 30 days of the contract (s.49).
• Refund timing. On a valid cancellation we must refund all money you paid for that contract and its related transaction within 15 days, without deduction (s.50).

Where more than one part of the Act could apply, the provision more favourable to you is the one that governs (s.18(2)).

Subscriptions and automatic renewal

• Renewal terms of 60 days or less (for example monthly) are void unless you can cancel the renewal at any time, before or after it renews, without charge or penalty (s.25.1).
• Renewal terms longer than 60 days (for example annual) are void unless you can cancel at any time without a pre-renewal penalty; we must also send a renewal notice between 60 and 30 days before each renewal date, and give you a prorated refund of the unused portion within 15 days if you cancel after renewal.
• Unilateral changes. If we ever change a subscription term in a way that increases your obligation or reduces ours, the Act requires advance notice and gives you the right to cancel without penalty (s.25.2).

Hardware returns

• Change of mind: unopened hardware units, in original packaging, may be returned within 30 days of receipt for a refund of the purchase price less shipping. This is a voluntary policy; it is not a substitute for your statutory rights above.
• Defective or damaged: units that arrive defective or fail within the stated warranty period are inspected and repaired or replaced under a Return Merchandise Authorization (RMA). We do not charge a restocking fee on a valid defect claim.
• Exclusions: damage from misuse, unapproved modification, or normal field wear is not a defect. However, no exclusion limits a right you have under the BPCPA or another law that cannot be waived.

2. Digital services and plans

Monitoring-plan features are digital. If a plan is billed on a recurring basis, the renewal rules above apply. Cancelling stops future renewals; access you have already paid for generally continues to the end of the paid period unless the cancellation is under a statutory right that entitles you to a refund.

Public wildfire maps, evacuation perimeters and air-quality tools remain free and require no purchase or account.

3. How to cancel or request a refund

Send written notice by email to support@fire-aware.app or use our contact form. Please include your order number, the email used for the order, and what you are requesting. If you are cancelling under a statutory right, say so and tell us which right, so we can process it without delay.

We respond to every request. Where the Act sets a deadline we will meet it. If you believe we have not, you can contact Consumer Protection BC.

This policy is general information about our terms and about rights that apply to BC consumers. It is not legal advice, and it does not limit any right you have under applicable law.