Refund & Returns Policy

Last updated: November 25, 2025

This Refund & Returns Policy (“Policy”) explains how Ctrl+Living Inc. (“Ctrl+Living”, “we”, “us”, or “our”) handles refunds, returns, and cancellations for our services and any products we may sell from time to time.

This Policy forms part of our Terms & Conditions. By purchasing services or products from us, you agree to this Policy.

1. Scope of This Policy

This Policy applies to:

  • Smart home consulting, planning, and configuration services (“Services”);
  • Any hardware or related products supplied by Ctrl+Living (“Products”), if applicable.

If a separate written agreement (such as a proposal or statement of work) includes specific refund terms, those terms will prevail in the event of a conflict with this Policy.

2. Services – Consultations, Planning & Configuration

2.1 Initial Consultations

Whether an initial consultation is free or paid will be communicated in advance.

  • If a consultation is free, no refund applies.
  • If a consultation is paid and you cancel with reasonable notice (for example, at least 24 hours in advance), we may offer rescheduling or a refund at our discretion.

2.2 Project-Based Services

For larger projects, we may require deposits or staged payments. Unless otherwise stated in a written agreement:

  • Deposits are generally non-refundable once preparatory work begins (planning, research, design).
  • Fees for Services already delivered—such as completed planning, configuration, remote sessions, or on-site visits—are non-refundable.
  • If you cancel the remainder of a project, you remain responsible for the cost of all Services performed to date, including any non-refundable expenses incurred on your behalf.

2.3 Cancellations and Rescheduling

If you need to cancel or reschedule an appointment:

  • Please notify us as early as possible.
  • If you cancel or reschedule with short notice (e.g., less than 24 hours), we may charge a cancellation fee or retain part of a deposit.
  • If we must cancel or reschedule, we will make reasonable efforts to offer alternative dates.

3. Services That Depend on Third-Party Devices or Networks

Certain Services—including automations, integrations, and optional “help-button” or assistance features—may depend on hardware, software, cloud platforms, or networks provided by third parties (e.g., Flic Button, Bluetooth connectivity, mobile phones, Home Assistant, Internet service providers, mobile carriers, Cloudflare Worker routing, etc.).

Because these systems are outside our control, no refunds will be provided for issues caused by:

  • Battery depletion, lack of battery reporting, or device malfunction;
  • Bluetooth interference, range issues, or loss of connectivity;
  • Mobile phone issues (device off, Bluetooth off, app not running, OS closing background apps);
  • Internet or mobile data outages, weak signal, or local network problems;
  • Cloud service downtime, API changes, or changes made by third-party providers;
  • Power outages affecting routers, hubs, servers, or home automation systems;
  • User misconfiguration, removed permissions, or disabled required settings.

These factors may impact automation reliability, and do not qualify as grounds for refunds.

4. Products – Returns and Exchanges

From time to time, Ctrl+Living may supply hardware or related products. This section applies where we are the seller of record.

4.1 Eligibility for Returns

Unless otherwise stated at the time of sale:

  • You may request a return or exchange within 30 days of purchase.
  • Products must be in new, unused, resellable condition, with all packaging and accessories.
  • Items with wear, installation marks, missing parts, or damage may be denied or subject to a restocking fee.

4.2 Non-Returnable Items

The following are generally non-returnable:

  • Special-order or custom-ordered products;
  • Installed, modified, or altered items;
  • Products not purchased directly from Ctrl+Living;
  • Items marked “final sale” or “as-is”.

4.3 Defective or Damaged Products

If a Product appears defective or arrives damaged, notify us within a reasonable period (e.g., within 7 days) with details and photos.

We may, at our discretion and in coordination with the manufacturer:

  • Provide troubleshooting;
  • Arrange warranty repair or replacement;
  • Provide a replacement product;
  • Offer a refund when appropriate.

Many Products are covered by manufacturer warranties; in such cases, those warranty terms apply.

5. How to Request a Return or Refund

Please contact us at:

Ctrl+Living Inc.
Email: contact-us@ctrlliving.ca

Include the following information:

  • Your name and contact details;
  • Order date and invoice/receipt number (if available);
  • Description of the Product or Service;
  • Reason for the request (e.g., defective item, change of plans);
  • Relevant photos or supporting documents.

6. Return Shipping and Restocking Fees

Unless the Product is defective or the return is due to our error:

  • You are responsible for return shipping costs;
  • You must package Products securely;
  • A reasonable restocking fee may apply to opened or non-standard items.

If a Product is confirmed defective under this Policy or warranty, we may reimburse shipping costs at our discretion.

7. Refund Method and Timing

Once we receive and inspect returned Products (or confirm Service-related refund eligibility), we will notify you of the approval or rejection.

  • Approved refunds are generally processed using the original payment method;
  • Bank or card processing times vary (typically 5–10 business days).

8. No Refunds for Third-Party Purchases

If you purchase products directly from third-party retailers (e.g., Amazon, hardware stores), their policies apply. We cannot process refunds or returns for items we did not sell.

9. Consumer Rights

Nothing in this Policy limits your rights under consumer protection laws. Any applicable statutory rights apply in addition to this Policy.

10. Changes to This Policy

We may update this Refund & Returns Policy to reflect changes in our business, Products, Services, or legal requirements. When updated, the “Last updated” date will be revised.

11. Contact Us

If you have any questions about this Policy, please contact:

Ctrl+Living Inc.
Email: contact-us@ctrlliving.ca
Province/State: British Columbia, Canada

This Refund & Returns Policy is provided for general informational purposes and does not constitute legal advice. For advice about your specific situation, please consult a qualified legal professional.

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