These Terms apply only when a customer purchases an Aurxio Care, Extra Care, Preventive Maintenance, Priority Support or other recurring maintenance plan (a "Plan"). The checkout page, quotation or Plan Summary identifies the exact plan name, price, billing frequency, included services, property, term and special conditions. A Plan is not active unless Aurxio confirms enrollment and receives the required payment.

1. Plan Summary Controls

The Plan includes only the services and benefits specifically listed in the Plan Summary. The Plan Summary forms part of these Terms. If it conflicts with general website wording, the Plan Summary controls for that Plan.

Before purchase, the Plan Summary must clearly state the plan price, taxes, billing frequency, initial term, renewal period, included visits or support, service address, eligible equipment or systems, discounts, exclusions, cancellation method and any travel or after-hours charges.

2. Plan Activation and Eligibility

The Plan becomes active on the activation date shown in the confirmation. Aurxio may require a baseline inspection, equipment list, photographs, serial numbers, service history or correction of an existing unsafe or defective condition before the equipment or property becomes eligible.

Unless the Plan Summary states otherwise, a residential Plan applies to one household and one service address. A business Plan applies to the named customer, listed location and listed systems. Benefits cannot be combined, resold or used for an unrelated person or property.

3. What a Plan May Include

Depending on the selected Plan, benefits may include scheduled inspection, preventive maintenance, remote support, basic system health checks, cleaning, testing, firmware review, configuration review, priority scheduling, preferred labour rates or discounts on listed services.

Priority scheduling means Aurxio will make reasonable efforts to offer an earlier available appointment than standard non-emergency requests. It is not a guaranteed response time, emergency dispatch service or promise of same-day attendance unless the Plan Summary expressly says so.

4. What Is Not Included Unless Listed

• Products, replacement parts, consumables, batteries, storage drives, cables, mounts or materials.
• Repair of pre-existing defects, code deficiencies, water damage, fire damage, vandalism, pests, structural failure, hazardous materials or work performed by another person.
• Manufacturer, internet-provider, cloud, subscription, utility or third-party platform charges.
• Permit, inspection, engineering, lift, parking, toll, travel, after-hours or special-access charges.
• Emergency monitoring, police or fire dispatch, continuous cybersecurity monitoring or data recovery.
• Server administration, unsupported software, obsolete equipment or systems for which credentials, licences or manufacturer support are unavailable.
• Any service, property, device or location not identified in the Plan Summary.

5. A Plan Is Not Insurance or a Warranty

A Plan is a service contract. It does not insure the customer against loss and does not replace Aurxio's workmanship warranty or a manufacturer warranty. Paying for a Plan does not mean that all repairs, replacement products, damage or service calls are free.

If Aurxio finds a defect covered by an existing workmanship warranty, it will be handled under the warranty rather than counted as a paid Plan repair. If the issue is outside the Plan and warranty, Aurxio will explain the charge before additional work proceeds.

6. Scheduling and Service Requests

Plan services are subject to technician availability, safe access, service-area coverage, weather, supplier support and the customer's account being current. The customer must request service through the method shown in the Plan confirmation and provide reasonable diagnostic information.

Unused appointments, support time, discounts or benefits do not carry forward, accumulate or convert to cash unless the Plan Summary expressly says otherwise.

7. Recurring Payment Authorization

By choosing recurring billing, the customer authorizes Aurxio and its payment provider to charge the selected payment method for the disclosed Plan price, applicable taxes and approved additional charges on the stated schedule.

Aurxio will not use a payment method for an additional project, product or charge that was not authorized under the Plan or a separate quotation. The customer must keep payment and contact information current.

8. Automatic Renewal and Renewal Notice

The Plan renews only if the Plan Summary clearly states that it renews automatically and the customer expressly agrees during enrollment.

For a renewal period of 60 days or less, the customer may cancel the renewal at any time before or after the renewal date without a cancellation fee or other penalty. Unless applicable law requires otherwise, cancellation stops future renewals and does not create a refund for the used or unused part of the current short billing period.

For a renewal period longer than 60 days, Aurxio will send a renewal notice between 30 and 60 days before renewal. The notice will state the renewal date, price, term, cancellation method and that the Plan will renew if the customer does not cancel. The customer may cancel before renewal without charge. If the customer cancels after renewal, Aurxio will provide any prorated refund and stop future payment instruments within the time required by applicable law.

For customers outside British Columbia, mandatory automatic-renewal, negative-option, notice, consent and cancellation laws of the customer's jurisdiction also apply.

9. Free Trials and Promotional Periods

Aurxio will not convert a free or discounted trial into a paid Plan unless the enrollment page clearly states the trial length, the date and amount of the first charge, the renewal frequency and how to cancel before being charged, and the customer expressly agrees.

Aurxio will send any reminder required by applicable law. A promotional price may end after the disclosed period, but the regular price must be shown before enrollment.

10. Cancellation

The customer may cancel through the same practical channel used to enroll, through an online cancellation method where available, or by contacting [email protected]. Aurxio will provide a cancellation confirmation.

Cancellation does not remove charges already properly earned for completed services, approved materials or a billing period that is not refundable under applicable law. Aurxio will issue required refunds within the legal deadline.

A customer does not have to telephone a retention agent, accept another offer or provide a reason in order to cancel.

11. Failed Payments and Suspension

If a recurring payment fails, Aurxio may notify the customer and retry the payment as disclosed by the payment provider. Aurxio may suspend Plan benefits while an amount remains overdue.

Aurxio will not charge an undisclosed penalty. If the account is not brought current within the notice period, Aurxio may cancel the Plan. Re-enrollment may require payment of outstanding authorized amounts and a new baseline inspection.

12. Plan Changes and Price Changes

Aurxio may change a Plan only as stated in the original Plan Summary and only to the extent permitted by law. Aurxio will not retroactively reduce benefits already earned.

For a material change or price increase, Aurxio will provide clear advance notice, normally between 30 and 60 days before the change takes effect, and explain the customer's right to cancel. A change to cancellation, refund, return or exchange rights will not increase the customer's obligations or reduce Aurxio's obligations without the customer's agreement where applicable law prohibits it.

13. Customer Responsibilities

• Provide safe and reasonable access to the property and equipment.
• Keep power, internet, subscriptions, passwords and manufacturer accounts available where required.
• Use and maintain equipment reasonably and follow manufacturer instructions.
• Tell Aurxio about known changes, damage, third-party work or safety concerns.
• Back up important data and recordings before service.
• Keep the Plan contact, payment method and service address current.

14. Transfer and Moving

A Plan is not transferable to another person or address unless the Plan Summary allows it or Aurxio approves the transfer in writing. A move may require a new site assessment, price, service-area confirmation and Plan Summary.

15. Cancellation or Termination by Aurxio

Aurxio may cancel or decline renewal for non-payment, misuse, fraud, abusive or unsafe behaviour, unauthorized commercial use, loss of lawful service availability, repeated denial of access, equipment that can no longer be reasonably supported or a material breach of the Plan.

Except where immediate termination is reasonably required for safety, fraud or illegality, Aurxio will provide notice and a reasonable opportunity to correct the issue. Any refund will be handled as required by law and the Plan Summary.

16. Service Limitations and Liability

Aurxio will perform included services with reasonable care. No Plan guarantees uninterrupted equipment, internet, cloud service, security, data retention or prevention of loss.

The liability and claim provisions in the Customer Service Terms apply to Plan services. Nothing in these Plan Terms removes a non-waivable consumer right or excludes liability that applicable law does not permit Aurxio to exclude.

17. Electronic Notices and Records

The customer agrees to receive Plan confirmations, invoices, payment notices, renewal notices, cancellation confirmations and service communications electronically at the email address or mobile number provided. The customer must keep those details current.

Aurxio will retain the Plan version, consent record and payment authorization associated with enrollment.