Returns & Support
At ElderMate, we stand behind the reliability of our "Task-Closure" ecosystem. Our goal is to ensure your family’s safety network remains uninterrupted. Below are our policies regarding refunds, contributions, and technical assistance.
1. Digital Subscriptions & App Store Purchases
All in-app purchases (IAP) and monthly/annual subscriptions are processed securely through the Apple App Store or Google Play Store.
Refund Requests: As we do not directly process your credit card information, refund requests must be initiated through your respective Apple or Google account.
Policy Reference: Refunds are subject to the standard terms and conditions of the Apple Media Services Terms or Google Play Terms of Service.
2. Technical Support & SLA (Service Level Agreement)
We understand that ElderMate is a critical part of your caregiving routine. We are committed to high-availability support.
Response Time: We aim to respond to all technical inquiries within 24 hours.
Support Channels: For issues regarding data synchronization, rule engine logic, or account setup, please contact us via our official [Support Portal] or email us at info@pardpro.ca.
Connectivity Disclaimer: While we provide 24/7 server-side monitoring, we cannot be held responsible for localized internet outages or third-party API downtime (e.g., Apple HealthKit / Google Fit).
3. Future Hardware Policy (SOS Buttons & Hubs)
For supporters of our future physical hardware releases:
30-Day Evaluation: We offer a 30-day money-back guarantee for any hardware devices. If you are not satisfied, you may return the device in its original, undamaged packaging for a full refund (less shipping costs).
Limited Warranty: All ElderMate hardware is covered by a 1-year limited warranty against manufacturing defects.
4. Service Continuity Guarantee
In the spirit of transparency, we commit to the following:
If the ElderMate service is ever permanently discontinued, we will provide at least 6 months' notice and a clear pathway for you to export your historical health and task data in an open format.