Terms of Use & Service

FERAD may provide a quotation, proposal, estimate or statement of work before providing products or services.

Unless otherwise stated:

• Pricing is based on the information available when the quotation is prepared.
• Products and services are included only to the extent described.
• Additional work may result in additional charges.
• Customer-requested changes may affect pricing and scheduling.
• Product substitutions may be necessary where equipment becomes unavailable or discontinued.
• Applicable taxes and other charges will be added as required.

A quotation does not include work or products that are not specifically identified unless otherwise stated.

For larger, residential, commercial or technically complex projects, FERAD may require a separate written customer agreement or service agreement.

A customer agreement may establish:

• Scope of work
• Products and equipment
• Installation requirements
• Project pricing
• Payment schedules
• Change orders
• Customer responsibilities
• Warranty terms
• Service and maintenance
• Remote access
• Third-party services
• Cancellation or termination
• Project-specific limitations

Where a specific written agreement applies, that agreement governs the applicable project or services to the extent permitted by law.

These website terms are not intended to replace a project-specific customer agreement.

FERAD may install and integrate equipment from multiple manufacturers.

Successful integration can depend on:

• Manufacturer specifications
• Equipment compatibility
• Software and firmware
• Network configuration
• Internet connectivity
• Third-party applications
• Cloud services
• APIs and integration interfaces
• Existing wiring and infrastructure

FERAD will make reasonable efforts to achieve the functionality described in the agreed scope.

However, FERAD cannot guarantee continued compatibility where a third-party manufacturer changes, restricts, discontinues or modifies its equipment, software, services or integration interfaces.

FERAD may work with existing customer equipment, wiring, networks or other infrastructure.

Existing systems may have defects, limitations or compatibility issues that cannot reasonably be identified until installation or troubleshooting begins.

Additional work may therefore be required to:

• Repair existing wiring
• Replace obsolete equipment
• Correct network problems
• Upgrade incompatible equipment
• Correct infrastructure issues
• Resolve compatibility problems
• Reconfigure existing systems

Where additional work is required outside the agreed scope, FERAD will communicate the requirement and applicable charges where reasonably practical.

Customers are responsible for providing reasonable access and information necessary for FERAD to perform the agreed services.

Depending on the project, the customer may be responsible for:

• Providing access to the premises
• Providing accurate site information
• Providing access to existing equipment
• Providing suitable electrical power
• Providing Internet service where required
• Providing network access and credentials where necessary
• Obtaining required permissions or approvals
• Maintaining required third-party subscriptions
• Providing a suitable working environment
• Informing FERAD of known site hazards or restrictions
• Protecting valuable or fragile personal property
• Maintaining appropriate backups of important data

FERAD may be unable to complete work where required access, infrastructure, information or third-party services are unavailable.

FERAD may install or configure customer-supplied equipment where agreed.

Customer-supplied equipment is not covered by a FERAD manufacturer's warranty.

If customer-supplied equipment is defective, incompatible, unsupported or unsuitable, additional service charges may apply.

FERAD may decline to install equipment that it reasonably considers unsafe, incompatible or unsuitable for the intended application.

Technology systems may require software or firmware updates.

Updates can improve security or functionality but may also change features or affect compatibility with other equipment.

FERAD may recommend or perform updates where appropriate.

FERAD cannot guarantee that a manufacturer update will preserve every existing feature or integration.

Where a manufacturer update causes a compatibility issue outside FERAD's control, additional service or replacement equipment may be required.

Customers are responsible for maintaining appropriate passwords and account credentials unless credential management has specifically been included in FERAD's services.

FERAD may require temporary or ongoing access to customer systems for installation, configuration, troubleshooting or support.

Remote support may depend on compatible equipment, Internet connectivity, manufacturer services and customer authorization.

Customers should promptly notify FERAD if they believe system credentials or remote access have been compromised.

Some FERAD systems require a functioning local network, Internet connection or third-party communication service.

FERAD is not responsible for outages or failures caused by an Internet service provider, telecommunications carrier, cloud provider, manufacturer or other third party.

Internet speed, availability and reliability are not controlled by FERAD.

Payment terms are established by the applicable quotation, invoice, proposal, customer agreement or service agreement.

Depending on the project, FERAD may require:

• Deposits
• Progress payments
• Payment upon delivery
• Payment upon installation
• Payment upon completion
• Recurring service payments
• Payment for approved additional work

Applicable taxes will be charged as required.

Customers are responsible for paying amounts properly owing under the applicable agreement.

Any billing concern should be communicated to FERAD promptly so that it can be reviewed.

Customer-requested changes may affect the cost and schedule of a project.

Changes may include:

• Additional equipment
• Additional wiring
• Additional programming
• Additional labour
• Equipment substitutions
• Additional rooms or zones
• Changes to system functionality
• Additional troubleshooting

Where practical, FERAD will provide an estimate or change order before proceeding with significant additional work.

Emergency or diagnostic work may sometimes require FERAD to proceed before a complete quotation can be provided.

FERAD will make reasonable efforts to meet agreed schedules.

Project timing can be affected by:

• Product availability
• Manufacturer delays
• Shipping
• Construction schedules
• Site access
• Customer-requested changes
• Permits or inspections
• Third-party services
• Unforeseen site conditions
• Equipment failures
• Events beyond FERAD's reasonable control

Unless a specific completion commitment has been agreed in writing, estimated dates are not guaranteed completion dates.

Technology systems may require periodic maintenance, troubleshooting, updates or replacement of aging components.

FERAD may provide:

• Technical support
• Remote assistance
• On-site service
• Preventative maintenance
• System updates
• Programming changes
• Network troubleshooting
• Equipment replacement
• System upgrades

Unless covered by an applicable warranty or maintenance agreement, service calls and additional work may be billed at FERAD's applicable rates.

Where FERAD provides an installation or workmanship warranty, the applicable warranty period and conditions will be identified in the customer's quotation, proposal, invoice, warranty document or customer agreement.

A FERAD workmanship warranty applies to the work and services specifically covered by that warranty.

Unless expressly stated otherwise, a FERAD workmanship warranty does not constitute a warranty for the underlying manufacturer's equipment or third-party products.

For example, where FERAD installs a third-party camera, alarm panel, amplifier, network device or other product, the equipment may be covered by the manufacturer's warranty while the installation work may be covered separately by a FERAD workmanship warranty.

When a customer reports a potential warranty issue, FERAD may perform reasonable troubleshooting or diagnosis to determine the likely cause.

Depending on the circumstances, warranty service may involve:

• Remote troubleshooting
• On-site diagnosis
• Reconfiguration
• Repair
• Replacement
• Manufacturer warranty service
• Return-to-manufacturer service
• Referral to the manufacturer or authorized service provider

FERAD may require reasonable access to the affected equipment or system.

If an issue is determined to be outside the applicable FERAD workmanship warranty, or is determined to be a manufacturer or third-party issue, applicable service, diagnostic, shipping or other charges may apply unless otherwise covered by the applicable agreement or warranty.

FERAD does not guarantee that a manufacturer will repair or replace a product under its warranty.

Unless specifically covered by the applicable warranty, warranty coverage may not apply to problems resulting from:

• Abuse, misuse or neglect
• Accidental or physical damage
• Unauthorized modification or repair
• Work performed by others
• Customer-supplied equipment
• Equipment moved or reinstalled by others
• Damage caused by other equipment or systems
• Electrical faults, power surges or lightning
• Fire, flood, water or environmental damage
• Improper operating conditions
• Pest or animal damage
• Normal wear and tear
• Consumable items
• Batteries or limited-life components
• Internet or telecommunications failures
• Network failures outside FERAD's control
• Manufacturer software or firmware changes
• Third-party applications or cloud services
• Failure of third-party subscriptions or services
• Products that have reached end-of-life
• Changes to manufacturer support or integration services
• Conditions outside FERAD's reasonable control

The specific warranty documentation applicable to the product or service will govern where it provides different or more specific terms.

Nothing in these terms is intended to exclude or limit any statutory warranty, guarantee, consumer protection or other right that cannot legally be excluded or limited.

FERAD Electronics Inc. (“FERAD”) provides services that may involve computers, servers, storage devices, mobile devices, networking equipment, security systems, electronic components, software, operating systems, and other electronic equipment. These services may include installation, configuration, troubleshooting, repair, maintenance, upgrades, data transfer, backup, recovery, and system integration.

Customer Authorization and Acceptance of Service Terms

By requesting or authorizing work, approving a quotation or service estimate, signing a service document, electronically accepting applicable terms, or otherwise confirming authorization to proceed, the customer agrees to the applicable service conditions communicated by FERAD before work begins.

Where these Terms of Use & Service have been provided or made reasonably available to the customer before authorization, they form part of the applicable service terms, subject to any separate written agreement and applicable law.

Payment of an invoice for completed work may provide evidence of the customer's transaction and payment obligations. However, payment alone does not automatically establish acceptance of terms that were not reasonably communicated to the customer before the work was authorized.

Data Backup and Data Loss

Customers are responsible for maintaining current, verified backups of important data before delivering equipment to FERAD or authorizing work that may affect stored information, unless data backup is specifically included in the agreed scope of work.

Repair, diagnostics, upgrades, operating system changes, software installation, storage-device replacement, data recovery, and other technical procedures may result in data loss, corruption, changes to settings, loss of software, or the inability to recover some or all information.

Although FERAD will exercise reasonable care when performing authorized work, FERAD cannot guarantee that data will remain intact or that lost, damaged, encrypted, or inaccessible data can be recovered.

Unless expressly included in the written scope of work, FERAD is not engaged to provide a complete data backup, data recovery, or data-preservation service merely because it is repairing or servicing a device.

Passwords, Access and Authorization

Customers must provide accurate information and any passwords, credentials, permissions, licences, or access necessary to perform the authorized work. Customers confirm that they own the equipment or have the authority to request the work and authorize FERAD to access the relevant systems, files, settings, and components to the extent reasonably necessary to perform that work.

FERAD will not intentionally access personal information or data beyond what is reasonably necessary for the authorized service, except where otherwise authorized or required by law.

Customers should disclose any encryption, security restrictions, specialized software, licensing requirements, or other conditions that could affect the work.

Existing Equipment and Software

FERAD may encounter pre-existing faults, incompatible components, unsupported operating systems, damaged storage devices, malware, unauthorized modifications, software licensing issues, or other conditions that prevent successful completion of the requested work.

FERAD will advise the customer of material issues identified during the service where reasonably practicable. Additional work, replacement components, diagnostic procedures, or costs outside the agreed scope may require the customer's approval before proceeding.

FERAD does not guarantee that older, discontinued, unsupported, damaged, or incompatible equipment can be repaired or restored to its original condition.

Customer-Supplied Equipment and Third-Party Services

FERAD is not responsible for defects inherent in customer-supplied equipment or third-party products, software, cloud services, subscriptions, or infrastructure. FERAD may assist with troubleshooting or coordination where agreed, but the applicable manufacturer's or service provider's terms and limitations may apply.

Any responsibility for third-party equipment or services is subject to the applicable written agreement and applicable law.

Limitation of Responsibility

To the extent permitted by applicable law and subject to any express written warranty or service commitment, FERAD is not responsible for indirect or consequential losses arising from data loss, business interruption, loss of access, software incompatibility, equipment failure, or service interruptions beyond FERAD's reasonable control.

Nothing in this section excludes or limits liability where such exclusion or limitation is prohibited by law, or overrides any rights or remedies that cannot legally be waived.

FERAD Electronics Inc. (“FERAD”) may develop, configure, program, integrate, or supply proprietary software, system configurations, automation logic, control sequences, interfaces, documentation, and other technical materials in connection with its products and services, including FLASH Smart Systems.

Unless otherwise agreed in writing, all intellectual property rights in materials developed or owned by FERAD remain the property of FERAD or the applicable rights holder. The purchase or installation of a system does not, by itself, transfer ownership of FERAD's intellectual property, proprietary programming, software, or technical materials to the customer.

Customers are granted permission to use the supplied systems, programming, and related materials for their intended purpose and in accordance with applicable agreements, licence terms, manufacturer instructions, and applicable law.

Unless expressly authorized in writing by FERAD or permitted by applicable law, customers and other persons must not:

• Copy, reproduce, distribute, publish, sell, sublicense, or commercially exploit FERAD's proprietary software, programming, system configurations, or technical materials.

• Reverse engineer, decompile, disassemble, decode, or attempt to derive source code, proprietary logic, or underlying design from software, firmware, programming, or system components supplied by FERAD, except where such restrictions are prohibited by applicable law.

• Hack, bypass, circumvent, disable, or tamper with system security measures, access controls, licensing mechanisms, or other protective features.

• Modify, alter, repurpose, or use proprietary programming or system components in a manner inconsistent with their intended purpose, applicable licence terms, or written authorization.

• Access, extract, modify, or interfere with system programming, configurations, or protected components without appropriate authorization.

• Remove or alter proprietary notices, copyright notices, trademarks, or other ownership identifiers.

These restrictions do not prevent customers from using their systems for their intended purposes, exercising rights granted under a written agreement, performing activities authorized by FERAD, or exercising rights that cannot lawfully be restricted.

Unauthorized access, copying, modification, misuse, or interference may compromise system reliability, security, safety, or functionality and may affect applicable warranties or support obligations, to the extent permitted by the applicable agreement and law.

FERAD reserves the right to take appropriate legal action and seek available remedies for infringement, unauthorized access, misuse, or other violations of its intellectual property rights, including injunctive relief and damages where available under applicable law.

Some systems require software licences, subscriptions or third-party accounts.

Unless specifically included in a quotation or agreement, customers are responsible for applicable recurring third-party charges, including:

• Software licences
• Cloud services
• Manufacturer subscriptions
• Monitoring services
• Cellular services
• Internet services
• Streaming services
• Other third-party services

Third-party providers may change their pricing, features, terms or availability.

FERAD does not control third-party subscription services.

Cancellation or termination rights and obligations may be established by the applicable quotation, proposal, customer agreement or service agreement.

Where permitted by law and applicable to the transaction, customers may be responsible for:

• Products already ordered
• Special-order equipment
• Work already completed
• Approved additional work
• Non-refundable third-party charges
• Applicable cancellation or restocking charges that have been properly disclosed

FERAD will comply with applicable statutory cancellation and consumer-protection requirements.

FERAD intends to deal fairly and transparently with customers.

Nothing in these terms is intended to:

• Waive statutory consumer rights
• Authorize an unfair business practice
• Misrepresent products or services
• Remove a right that cannot legally be removed
• Override applicable consumer-protection legislation

Where a consumer-protection law applies to a transaction, that law takes precedence over any inconsistent term to the extent required by law.

Certain residential transactions may be subject to specific Alberta requirements relating to direct sales or prepaid contracting.

Where such requirements apply to a FERAD transaction, FERAD will comply with the applicable requirements.

The applicable customer agreement will contain any required statutory notices, disclosures or cancellation provisions.

Commercial and institutional projects may be subject to additional requirements established by:

• Customer purchase orders
• Project specifications
• Construction contracts
• General contractor requirements
• Site requirements
• Applicable codes and standards
• Security requirements
• Insurance requirements
• Subcontractor agreements

Where FERAD is working under a commercial or institutional project agreement, the applicable project documentation establishes the relevant contractual obligations.

Certain installations may require permits, inspections, licensed trades or compliance with applicable codes and regulations.

Unless specifically included in the agreed scope, the customer is responsible for approvals or permits that are the customer's responsibility.

Where FERAD has agreed to obtain or coordinate a permit or inspection, that responsibility will be identified in the applicable project documentation.

FERAD's handling of personal information is described in the FERAD Privacy Policy.

Customer information may be used as reasonably necessary to:

• Provide products and services
• Communicate with customers
• Schedule installations and service
• Process payments
• Provide technical support
• Manage warranties
• Maintain business records
• Meet legal obligations

Please review the FERAD Privacy Policy for additional information.

FERAD encourages customers to contact us promptly if they have concerns regarding:

• Products
• Installation
• Service
• Billing
• Warranty
• Project scope
• System performance

FERAD will review concerns and work with customers toward an appropriate resolution where possible.

Customers should retain copies of quotations, agreements, invoices, warranty documentation and other project records.

Unless otherwise required by applicable law or specified in a written customer agreement, these terms are governed by the laws applicable in the Province of Alberta and the applicable laws of Canada.

Any dispute will be addressed in accordance with the applicable agreement and applicable law.

Nothing in these terms prevents a customer from exercising a statutory right or remedy that cannot legally be restricted.

FERAD may update these Terms of Use & Service from time to time.

The current version published on this website applies to future use of the website and future transactions to the extent permitted by law.

Changes to an existing customer's project or agreement will be governed by the terms applicable to that project unless the parties agree otherwise in writing or applicable law requires otherwise.

The “Last Updated” date identifies the current published version.

If any provision of these terms is found to be invalid, unenforceable or inapplicable, the remaining provisions will continue to apply to the extent permitted by law.

Where required, an invalid provision will be interpreted or limited to the minimum extent necessary to make it enforceable.

For a specific FERAD project, the applicable written quotation, proposal, customer agreement, service agreement, statement of work, purchase order or other applicable project documentation establishes the specific obligations of the parties.

These website terms do not replace project-specific terms.

Where multiple documents apply to a project, their order of precedence may be established in the applicable customer agreement or quotation.

Questions about these Terms of Use & Service, a quotation, service agreement or warranty issue can be directed to FERAD Electronics Inc. through the FERAD website or the contact information provided with your FERAD documentation.

For technical support or service requests, please use the Support Request page.