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. Crowdfunding Contributions (Indiegogo)
Contributions made during our crowdfunding phase are unique "pledges" to support the development of ElderMate.
Cancellations: You may cancel your pledge and receive a refund at any time before the campaign ends, directly through the crowdfunding platform.
Post-Campaign: Once the campaign is successfully funded and the window has closed, refunds are generally not provided, as the funds are immediately committed to finalizing development and server infrastructure.
Founder Protection: We guarantee that all backers will receive their digital rewards and "Founder" status as promised in the project timeline.
3. 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).
4. 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.
5. 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.