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Customer Policies

Thank you for purchasing Ting at www.tingfire.com operated by Whisker Labs.  We're confident you'll enjoy increased peace of mind with Ting monitoring your home electrical network for faults and hazards.  The following return, renewal and cancellation policies are provided here for your convenience.

Please note, if you did not purchase Ting direct from us at www.tingfire.com, please refer to your Ting Seller’s return policy or contact them directly.

We've thoroughly covered the details, however, if anything is unclear or you have questions about these policies, please feel free to contact our customer support team at help@whiskerlabs.com.  We're always happy to help!

 

RETURNS - 30-Day Money-Back Guarantee

As a new Ting subscriber, if you are unhappy with the service for any reason we will gladly issue a full refund within 30 days of service activation, which begins when you’ve connected Ting following the installation process in the Ting app.

We want you to be fully satisfied, so we’ve designed returns to be hassle-free, with free shipping.  As such, we respectfully ask your reasonable cooperation to ensure a simple and smooth process.

Eligibility

Your Ting Service price included an annual service (a.k. subscription) fee and an activation fee that covers the cost of the Ting Sensor(s), as defined in the Whisker Labs Ting™ Sensor Service End User License Agreement (EULA).  Here is what is required in order to be eligible for a full refund after buying from tingfire.com:

1. Your Timely Service Activation. You’ve installed and activated the Ting Service within 30 days of receipt of your Ting Sensor(s).

2. Remediation Credit Status. Ting has not already repaired an electrical fire hazard where part or all of your Ting remediation credit has been applied.

3. Your Timely Notification.  Please contact us at returns@whiskerlabs.com within 30 calendar days of your service activation with the following:

      • your order number
      • your name
      • your email

For example, if you activated your Ting service on March 1, we would expect your cancellation notice no later than midnight March 31. After March 31 your Ting service will continue for the full term of service with full benefits.

4.  Our Timely Receipt of Ting Sensor(s).  We provide ample time to return your Ting Sensor(s).  We need to receive the Ting Sensor(s) within 30 days of your receipt of the return shipping label we’ve supplied.

5.  Acceptable Condition of The Ting Sensor(s).  After we receive your Ting Sensor(s), we will inspect them. The Ting Sensor(s) must be in the same condition that you received them, in good condition.  Good condition is defined as a working Sensor without wear, tear, damage, tampering or alteration.

All of the above conditions must be met in order to receive a full refund.

Returns Process

Here’s what to expect after you’ve notified us within 30 days of your service activation:

1. Service Deactivation.  We’ll deactivate your Ting Service, and the Ting Sensor will no longer connect to the app or to our central monitoring system.

IMPORTANT – Even if you keep your Ting Sensor(s) plugged in when we deactivate your Ting Service, your home will no longer be monitored for electrical fire hazards.

2. Return Label.  We’ll email you a return authorization label to use in shipping your Ting Sensor(s) back to us.  We’ll cover the cost of shipping.  You’ll have 30 days to return the Ting Sensor(s) from this point.

We’d prefer you use the original Ting Sensor box/insert to secure the Sensor(s), however, if you no longer have it, please use reasonable care in protecting the Sensor(s) when packaging.

3. Pack and Ship.  Print out the shipping label.  You’ll safely package and ship the Ting Sensor(s) back to us using the shipping label, and simply drop the package off at a UPS location or store.

4. Receipt & Inspection.  Once we’ve received your Ting Sensor(s) and have inspected them we will notify you via email.

5. Refund.  If the condition of the Ting Sensor(s) is acceptable, your full Ting purchase will be refunded to the original payment method you’ve used during the purchase. For credit card payments it may take up to 10 business days for a refund to show up on your credit card statement.

Exceptions

To help clarify the above, we won’t be able to issue you a full refund under certain conditions.

No refund:  Your Ting Service will remain active and you’ll receive all benefits of the Ting Service for the remainder of your then-current service term if any of the conditions apply:

  • Late Activation. You’ve attempted to cancel service but did not activate your service within 30 days of receipt of your Sensor(s).
  • Late Notification.  You’ve attempted to cancel service after the 30-day window defined above has expired.
  • Remediation Credit Applied.  You’ve attempted to cancel service within the 30-day return window, however, Ting had already identified an electrical fire hazard and part or all of your Ting remediation credit was applied to cover the cost of repair.

Partial refund: Your Ting Service will remain deactivated and we will refund the service fee component of your purchase (for a single Ting Sensor this is $99 retail for one year as of the time of this document’s last update) less any discounts applied at the time of purchase if either of the following conditions exist :

  • Failure to Return Ting Sensor(s).  You’ve not shipped your Ting Sensor(s) back to us within the 30-day window defined above.
  • Failed Inspection.  You’ve not returned Ting Sensor(s) in good condition as defined above.

ANNUAL SERVICE (SUBSCRIPTION) RENEWAL

Near the end of your service term, we will bill you for an annual retail renewal fee of $99 (approximately $8.25 per month) to the billing information on file.  If you do not store your billing information with us, we will email you an invoice.

If during your current term we’ve established alternative service plans that could apply to you and your home, we will provide you those options at the time of renewal.

CANCELLATIONS

We would hate to see you go, however, if you decide to cancel your subscription to your Ting Service at the end of your current service term, please email us at help@whiskerlabs.com.  We’ll deactivate your service and the Ting Sensor will no longer connect to the app or to our central monitoring system.

IMPORTANT – Even if you keep your Ting Sensor(s) plugged in when we deactivate your Ting Service, your home will no longer be monitored for electrical fire hazards.

Ting Sensor Return.  Please note that when you cancel your subscription to the Ting service, you are required to return the Ting Sensor(s) to us.  We’ll send you a return shipping label for the Ting Sensor(s), shipping will be covered by us.  Please note:  If the Ting Sensor(s) is not received within 30 days of receiving your shipping label in working order – normal wear and tear excepted, you will be billed an Unreturned Sensor Fee for each applicable Sensor.

Unreturned Sensor Fee. "Unreturned Sensor Fee" refers to a fee charged by Whisker Labs to a Ting Service subscriber for any unreturned Whisker Labs Ting Sensors upon termination of the Ting Sensor Service.  The payment of an Unreturned Sensor Fee shall not result in a sale of, or the transfer of title to, any Whisker Labs Sensor, and such Sensor(s) shall remain the property of Whisker Labs, and Whisker Labs retains title to Whisker Labs Sensors at all times. Whisker Labs in no way relinquishes ownership of (including title to) Whisker Labs Sensors by the payment of an Unreturned Sensor Fee. Even if an Unreturned Sensor Fee has been paid, Whisker Lab Sensors shall not be resold, used or operated in any manner. If within 120 days following the cancellation of your Ting Service you pay an Unreturned Sensor Fee and subsequently return the equipment in working order – normal wear and tear excepted - you will be refunded your Unreturned Sensor Fee in full.

MISCELLANEOUS

Remember, we’ll replace your sensor free of charge, with free shipping, for the life of your service with us, if it ever fails to operate due to conditions and/or causes outside of your control.  Contact help@whiskerlabs.com if you are having issues, and see our Service Terms for details on this hardware replacement policy.

If your service is active and for some reason, you’ve lost your Ting Sensor or have damaged it, contact help@whiskerlabs.com and we will ship you a new Sensor at the then-current replacement fee.

 

Rev. October 21, 2019

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