EagleEye Home Solutions

Terms and Conditions and Privacy Policy

Version 1 October 2026

These terms explain the services we provide, how bookings and monthly plans work, and how we handle personal information. They apply together with the service details and prices you accept at booking. Your mandatory consumer rights always apply.

1 About EagleEye and your booking

EagleEye Home Solutions provides smart home assistance in Kitchener, Waterloo and Cambridge, Ontario. The legal supplier name, business mailing address and telephone number are identified in your booking details. Contact us about services, cancellation or privacy at info@eagleeyehomesolutions.ca.

Your “Service Order” means the booking or checkout details you accept, including your selected service, service address, devices, included work, exclusions, total price and taxes, payment dates, service dates and any recurring plan details. These details may be completed electronically; you do not need to fill out a separate paper contract.

For a monthly plan, the Service Order also states the monthly total, two month minimum cost, first and subsequent billing dates, length of each included visit, benefit year, remote support allowance and support hours. No undisclosed fee or extra service is authorized by accepting these terms.

2 Agreement and approved scope

You accept the agreement by actively selecting “I agree” at online checkout, or through another legally valid acceptance process. The completed Service Order, these terms and any mutually approved written changes form the agreement. Mandatory law comes first, followed by the specific agreed Service Order and then these terms. A change must identify the work, price and schedule and be approved before it is performed. We provide a copy of the accepted agreement in a form you can keep. Browsing the website or silence does not authorize paid work or recurring billing.

We provide setup, configuration, troubleshooting, testing and user guidance for compatible Wi Fi routers and mesh systems, video doorbells, wireless cameras, smart locks, smart garage controllers, bulbs, plugs and other consumer devices expressly listed in the Service Order. Mounting or minor fitting is included only when listed and approved.

We do not provide security monitoring, emergency response, police or fire dispatch, medical alert monitoring, regulated fire alarm services, electrical wiring or alterations, structural work, gas work, garage door spring or mechanical repairs, or other work requiring a trade authorization we do not hold. Devices and support are not insurance or a guarantee against theft, injury, fire, intrusion or loss.

Hardware, batteries, internet service, cloud subscriptions, concealed cabling, wall restoration, painting and extra visits are excluded unless specifically priced and included. We do not promise to fix every problem within one visit. Where diagnosis reveals an incompatible or defective device, the agreed diagnostic service remains payable if properly performed, subject to legal remedies. A workmanship correction under section 10 is not an extra paid visit.

3 Customer preparation and property permission

You must be at least 18 and have authority to approve the work. Obtain any required owner, landlord or condominium permission and disclose restrictions. Provide safe access, a suitable adult contact, working power and internet, compatible devices and accessories, and access to the relevant accounts. Tell us about known concealed wiring, pipes, radiant heating, fragile surfaces or other hazards. We remain responsible for taking reasonable care and checking conditions that a competent technician should check.

Keep children and pets clear of the work area. Back up settings and data where possible. We will explain before a reset or other action likely to delete information and obtain your approval. Refusing a reset may limit what can be completed; it does not authorize a different service or price.

4 Installation and safe operation

Before drilling, fastening or changing a lock or garage device, we agree on the location and material risks. Ordinary holes or marks are authorized only to the extent reasonably necessary for that approved work. This is not a release for negligent damage. We stop if conditions are unsafe, unsuitable or outside scope and explain the available alternatives and charges before proceeding.

We do not bypass safety sensors, interlocks, locks or manufacturer safeguards. You must keep a physical key or other safe access method and test the device as instructed. We will demonstrate the agreed functions where practical and record any unresolved issue. Completion acknowledgement does not waive hidden defects or consumer rights.

5 Appointments and additional charges

Arrival windows are estimates. We will notify you of a material delay. You may cancel or reschedule an appointment without an appointment fee with at least 24 hours’ notice. For shorter notice or no access, only the fee entered in the Service Order may apply, subject to law and reasonable circumstances. A missed appointment does not also consume a plan visit. No fee applies to an appointment we cancel or to a protected statutory cancellation.

If we cancel, you may choose a reasonable replacement appointment or a refund of the prepaid one time service not performed. For a plan appointment, the visit remains available. If we cannot provide the plan’s promised service, section 8 applies. We do not guarantee same day, weekend, holiday or emergency attendance unless specifically agreed.

A fixed price cannot be increased without approval of a change. For an estimate, we comply with Ontario’s applicable limit on exceeding an estimate, including the 10 percent limit where it applies. Additional time, equipment and travel require your express approval; reaching the end of the included time does not itself authorize more charges.

6 Service period options

EagleEye Home Solutions offers customers two service options: Single Service Visits and Monthly Subscription Services.

6A Single service visit

A Single Service Visit is a one-time service and does not create an ongoing subscription or recurring payment obligation. The customer is responsible only for the applicable fee for the service requested, together with any additional charges that have been disclosed and approved by the customer.

6B Monthly subscription service

Customers who select a Monthly Subscription Service agree to a minimum commitment of two (2) consecutive months from the date the subscription begins. Subscription fees will be charged monthly in accordance with the customer’s selected plan.

The subscription cannot be cancelled during the initial two-month minimum commitment period. After the customer has completed the two-month minimum commitment, the customer may cancel the subscription in accordance with the cancellation procedure provided by EagleEye Home Solutions.

Cancellation after the minimum commitment period will stop future recurring subscription charges in accordance with the applicable cancellation terms. Cancellation does not relieve the customer of any amounts already due or owing for services provided before the cancellation becomes effective.

6C Payment procedure

Payment for both service options is due on the dates in the Service Order. We issue an itemized receipt. We charge HST only where legally required and state whether the displayed price includes it. No late interest, collection administration charge or returned payment fee applies unless separately disclosed, agreed and lawful. Raising a good faith billing dispute does not waive either party’s rights.

6D Monthly plan benefits

EagleEye HomeCare includes two (2) troubleshooting and support home visits per consecutive 12-month benefit year. EagleEye HomeCare Plus includes four (4). Each included visit lasts up to 45 minutes,while the subscription is active and paid. Both visits are available from the start without a six month waiting period. The time limit for each visit and any remote support allowance must be entered in the Service Order.

Monthly fees purchase ongoing eligibility for the stated support benefits; they are not instalments for equipment, unlimited labour or a savings account. Additional visits and out of scope work require a separate quote and approval. Remote support is included only to the extent expressly stated; there is no implied promise of unlimited calls or remote access.

Unused visits expire at the end of the benefit year or effective cancellation and have no cash value, subject to refunds and remedies required by law. If you request an available visit reasonably before expiry and our lack of appointment availability prevents it, we extend that visit for 30 days without requiring a new subscription payment solely to redeem it. Warranty correction work does not use a visit.

Benefits cannot be transferred to another home or person without agreement. If you move, contact us to check coverage; the cancellation terms still apply. Cancelling and restarting within the same original benefit year does not reset the two visit allowance unless the new Service Order expressly grants a new allowance.

Any remaining visits and benefit year dates must be disclosed before restart.

7 Recurring billing and customer cancellation

If you select the recurring payment authorization at checkout, we charge the monthly total in the Service Order on each monthly anniversary of the first charge, or the last day of a month without that date. The first two billing periods form the minimum term. Afterward, renewal is for one month at a time.

You can give cancellation notice at any time by email to info@eagleeyehomesolutions.ca, by telephone using the completed supplier details, through any cancellation function offered at purchase, or by another legally permitted method. Identify your name and service address or order number. Our failure to acknowledge a valid notice does not invalidate it. You do not need to explain your reason or accept a retention offer.

For ordinary cancellation during the first two periods, cancellation takes effect at the end of the second period. Only the remaining agreed monthly charge within that initial term remains payable on its usual date, with service benefits available through the term. There is no extra termination penalty, acceleration of later fees or retroactive conversion of used visits to one time prices. Statutory cancellation, our material breach or another legal right may end payment obligations earlier.

After the initial term, ordinary cancellation takes effect at the end of the current paid monthly period. Notice received before the next scheduled billing date prevents that renewal; there is no additional 30 day notice requirement. If a renewal is mistakenly charged after timely notice, we reverse it. A same day cancellation received after a renewal has processed applies at the end of that renewed period unless law or an agreed refund requires an earlier end.

If benefits remained available as promised, ordinary mid period cancellation does not produce a prorated refund for that period. This rule does not apply to billing mistakes, service we failed to provide, statutory cancellation or other legally required refunds. Cancelling payment authorization alone may not cancel the contract, but a message clearly requesting both will be treated as both. Cancelling the contract also ends authorization for future renewal charges.

8 Supplier changes and service failure

No price increase or reduction in benefits applies during the initial term. Afterward we give at least 30 days’ written notice of a proposed material change and obtain any consent required by law. The notice states the new price or terms, effective date and how to cancel before the change. Silence is not consent where express agreement is required. Posting a new website page alone does not change an existing contract.

For a failed payment, we contact you and allow seven calendar days to correct it before suspending future service, unless a different period is legally required. We do not keep renewing and accumulating fees for service we have suspended. We may stop unsafe, abusive or unlawful work immediately. For another material breach we give notice and a reasonable opportunity to remedy it where practical.

If we end service or cannot supply a material promised benefit, we refund prepaid amounts for the service not supplied, including the unused portion of a paid plan period, and end future charges. We may retain only lawful amounts for properly supplied services. Any required refund is paid within the legal deadline; our contractual target is within 15 days. No forced credit replaces a refund owed by law.

9 Ontario consumer cancellation rights

Nothing in this document removes rights under the Ontario Consumer Protection Act, 2002, its regulations, or successor legislation in force. The type, value and method of sale determine which rules apply, and more than one set of rules may apply.

A qualifying direct agreement negotiated or concluded in your home or another place away from the supplier’s business generally has a 10 day cooling off period after you receive the written agreement. Missing required contents or a compliant copy may give longer cancellation rights. Any prescribed statement of consumer rights required for your type of agreement must be supplied with that agreement. These general website terms do not replace that statement.

Internet, telephone and future performance agreements have their own disclosure, copy delivery and cancellation rules. Missing information, failure to provide a required copy, misleading practices or failure to begin service on time may give additional remedies. Ordinary appointment and subscription rules above do not restrict those rights. Notice can be given by a legally permitted method; keep evidence of when you sent it.

A request to start early is not a waiver of statutory rights. If you cancel after requesting early work, compensation is owed only where the statutory requirements actually permit it. A blanket “no refunds” rule or an automatic deduction of all work already done does not apply to a statutory cancellation.

10 Workmanship and service concerns

We perform services with reasonable care and skill. As an additional contractual benefit, report a workmanship concern within 30 days of completion and give us a reasonable opportunity to inspect and correct our work without a labour charge. If correction is not reasonably possible, we provide an appropriate refund for the affected service. This does not shorten any statutory warranty or claim period.

This added benefit does not cover defects in third party equipment, ordinary battery wear, misuse, later changes by others, internet or power failure, or a manufacturer’s update, except to the extent our own work caused or contributed to the issue. We explain the diagnosis before proposing any paid work. Manufacturer warranties are separate and do not remove our own legal obligations.

11 Damage and liability

We are not responsible merely because a third party device, internet connection, cloud service or alert fails outside our control.

To the extent legally enforceable, neither party is liable for indirect or consequential losses that were not reasonably foreseeable when contracting.

You are liable for your unlawful use of devices and your following of any instructions now authorized by us. Further, you agree to indemnify and hold us harmless from any claim arising from or relating to services or products delivered to you under this agreement. You do not indemnify us for our own negligence or breach of any of our stated covenants hereunder. No claim of insurance coverage in advertising guarantees that a particular claim is insured.

12 Personal information and its purposes

EagleEye is accountable for personal information under its control. Contact our privacy contact at info@eagleeyehomesolutions.ca or the business mailing address in section 1. This policy covers our website enquiries, customers, payers, service recipients and support records. It does not replace the separate privacy policies of device manufacturers or independent platforms.

We collect the contact and address details, booking instructions, transaction records, device models, relevant network configuration, consent records and service notes needed to quote, book, provide and support the agreed service, collect payment, prevent misuse, meet legal obligations and resolve disputes. We limit collection to those purposes. We do not need unrelated personal files, medical details or household conversations to provide ordinary smart home support.

13 Consent and sensitive access

We explain sensitive access before requesting it. You should type passwords yourself. Where access is necessary, we use temporary access or a limited account if available. We do not record passwords in ordinary service notes, keep permanent access to locks or cameras, or store raw payment card numbers or security codes. Any exceptional continuing access requires a separate, specific written authorization and safeguards.

Live camera views, recordings, screenshots, device logs and photographs are accessed or captured only as reasonably needed for an authorized test or diagnosis. We explain the purpose, minimize incidental capture and obtain express consent where required. Publicity use requires a separate optional permission; service consent is not publicity permission. We do not routinely record support calls or remote sessions. Any proposed recording requires advance disclosure and appropriate consent.

Remote support requires approval for each session. You may end a session at any time. We close the session and remove temporary access when the task ends. We do not leave unattended remote access software active without a separate agreement. Account ownership stays with the customer or rightful device owner.

14 Sharing safeguards and retention

We share only the information needed with authorized staff or service providers for booking, website hosting, business email, payment processing and support; with professional advisers when necessary; or as legally required. We do not sell personal information. We remain accountable for information handled on our behalf and require appropriate contractual safeguards. Providers may process information outside Canada, where local authorities may lawfully access it. Ask our privacy contact about the providers and locations currently used.

We restrict access, use suitable account and device security, and securely dispose of information when no longer needed. Billing and contract records may need longer retention for tax, legal or dispute purposes. Temporary passwords and unnecessary diagnostic material are removed promptly after the task. We assess suspected privacy breaches, keep required records and notify affected people and regulators where the law requires.

15 Your choices and privacy requests

You may request access to or correction of your information, ask about its use or disclosure, or withdraw consent subject to legal and contractual limits. We verify identity proportionately and respond within the applicable legal period. We explain any lawful refusal or extension. Withdrawing necessary service consent may prevent a task; refusing optional marketing does not affect service. You may complain to us or the Office of the Privacy Commissioner of Canada at priv.gc.ca.

16 Website use and communications

The website provides service information and booking options. Published descriptions and offers must be accurate. If an error affects your order, we explain it and obtain your agreement to a correction or provide an appropriate cancellation and refund; we do not silently substitute a higher price. The completed Service Order records the actual scope, charges and dates.

You may use the website for lawful enquiries and bookings. Do not submit fraudulent requests, malicious software, unlawful material or another person’s information without authority, or attempt to bypass access controls. Website materials belong to EagleEye or their respective owners; you may retain your own agreement and service records. Links to independent websites do not make their operators our agents.

Cookies necessary for security, forms or booking may be used. Optional analytics or advertising technologies must be disclosed and controlled through appropriate consent choices where required. Information about the optional technologies in use and your available choices is provided through the website’s cookie settings or notices. Rejecting optional tracking must not prevent essential booking where a reasonable alternative is available.

We send necessary booking, billing and service messages. Promotional email or text requires a lawful consent basis, sender identification and an unsubscribe method. Any optional express marketing consent is separate from acceptance of the service agreement. We honour marketing unsubscribe requests within the legally required period. Unsubscribing does not stop essential transactional notices.

17 Parents Help and third party payment

A family member may arrange and pay for assistance at a parent’s or another adult’s home. The resident or legally authorized representative must consent to access and the actual work. Paying does not grant authority to view cameras, recordings, access codes, browsing information, passwords or device accounts. We respect the capable adult recipient’s choices even where they differ from the payer’s instructions.

Any permission to share information with the payer must be specific, recorded and limited to the agreed purpose. It can be withdrawn, subject to legal limits. We may verify authority before proceeding. A payer’s acceptance binds the payer to approved charges; it does not bind a resident who has not agreed or lacks capacity without a valid representative.

No personal care, supervision, health assessment or emergency monitoring is included. If an immediate emergency is apparent, contact 911 or the appropriate emergency service.

18 Complaints and governing law

Contact us at info@eagleeyehomesolutions.ca or using the supplier details in your Service Order with your Service Order number and concern. We will seek a practical resolution promptly. Contacting us first is encouraged but is not a prerequisite to a statutory complaint or legal claim. Ontario law and applicable federal Canadian law govern. Ontario courts have non exclusive jurisdiction, subject to any mandatory jurisdiction rule. There is no compulsory private arbitration, waiver of class proceedings or shortened statutory limitation period.

19 Remaining provisions

Events outside reasonable control may delay work. We notify you and offer a reasonable alternative; they do not authorize indefinite charges for unavailable service or remove cancellation and refund rights. We remain responsible for the contractual work of any staff or subcontractors we engage. Referral to an independent provider does not authorize that provider’s work or charges.

Neither party may transfer the agreement in a way that reduces the other party’s legal rights. A transfer by EagleEye as part of a business sale requires any legally necessary notice or consent and continued protection of personal information. Customers may request an agreed change of address or payer.

An unenforceable clause is limited or removed only as necessary, leaving the remainder effective where lawful. A delay in enforcing a right is not a waiver. The agreement records the agreed service, but does not exclude liability for misleading statements or erase representations and rights that law protects. Electronic signatures and durable electronic copies may be used where permitted. Payment already lawfully due, privacy duties and provisions intended to survive continue after termination.