By purchasing or subscribing to Norvado IQ™ from Norvado, in addition to agreeing to Norvado’s Terms & Conditions, you agree to the following terms and conditions.
Norvado IQ™ is a managed home automation service. All Norvado IQ equipment provided as part of the service remains owned and managed by Norvado. The customer is purchasing the service and the right to use the equipment during the subscription; the customer does not acquire ownership of the equipment.
Depending on the products selected, Norvado IQ may include cameras, video doorbells, a Z-Wave hub, water sensors, smart locks, thermostats, the Norvado IQ mobile application, power cords, mounts, batteries, chargers, and other compatible equipment.
The managed service includes installation and configuration of supported equipment, mobile application access, optimization, phone support, on-site support when needed and as determined by Norvado, firmware and security updates, warranty service, and replacement of equipment that fails through normal use, as determined by Norvado.
Norvado IQ requires active Norvado high-speed internet and Apex Threat Defender & Managed WIFI service unless otherwise expressly approved by Norvado.
Proper operation depends on adequate internet bandwidth, WIFI coverage, electrical service, device placement, environmental conditions, and other factors. Video devices may require approximately 2 Mbps upload, and 2 Mbps download bandwidth per device. Actual requirements may vary by device and usage.
Customers may add compatible Norvado IQ products during their service term, subject to product availability, compatibility, current pricing, and applicable installation charges.
The Norvado IQ mobile application subscription is required and is currently priced at $9.99 per month. Norvado may modify pricing, features, discounts, and billing rules upon at least 30 days’ prior notice; changes apply prospectively. Customer may cancel the affected product within the notice period if objecting to a material price increase. Available add-on products may include:
Product availability, models, features, and pricing are subject to change. Current package discounts are based on the number of eligible Norvado IQ products on the account: 0–2 products at regular monthly pricing, 3–5 products at a 20% discount, and 6 or more products at a 40% discount. Eligibility and discounts are subject to Norvado’s current billing rules.
Norvado may, at its discretion, repair or replace equipment that is malfunctioning, defective, obsolete, unsupported, or otherwise requires replacement to maintain service. Replacement equipment may be a different model or technology and will provide substantially comparable or greater service capabilities when reasonably available.
Norvado is not required to replace functioning equipment solely at a customer’s request. Norvado may modify, replace, discontinue, or enhance equipment, applications, and service features as necessary to maintain service quality, security, availability, and platform compatibility.
Norvado may provide firmware updates, security patches, and other security-related maintenance for supported Norvado IQ equipment. These measures do not make Norvado responsible for the customer’s overall cybersecurity or guarantee that devices, networks, accounts, data, or premises will be free from unauthorized access, cyberattack, theft, loss, damage, or other security incidents.
Norvado will implement commercially reasonable administrative, technical, and physical safeguards for Supported Equipment within Norvado’s control. Customer is responsible for maintaining strong passwords, enabling available security features, and limiting access to authorized users.
Norvado IQ is a home automation service and is not a guarantee against burglary, property loss, water damage, equipment failure, temperature-related damage, or other events. Customers remain responsible for appropriate physical security, insurance, account credentials, device settings, and other safeguards appropriate for their home and property.
To the maximum extent permitted by law, Norvado’s total aggregate liability arising out of or related to the Service shall not exceed the amounts paid by Customer for the Service in the twelve (12) months preceding the event giving rise to the claim. In no event shall Norvado be liable for any indirect, incidental, special, punitive, or consequential damages, including loss of data, revenue, profits, or use.
Neither party is liable for delay or failure to perform due to events beyond its reasonable control, including acts of God, labor disputes, shortages, utility or network failures, cyberattacks, governmental actions, or pandemics; payment obligations are excluded. The affected party will use reasonable efforts to mitigate and resume performance.
THE SERVICE AND SUPPORTED EQUIPMENT ARE PROVIDED ‘AS IS’ AND ‘AS AVAILABLE.’ NORVADO DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT, TO THE FULLEST EXTENT PERMITTED BY LAW.
Customer shall indemnify, defend, and hold harmless Norvado and its affiliates from and against any third-party claims, damages, liabilities, costs, and expenses (including reasonable attorneys’ fees) arising out of (a) Customer’s misuse of the Service or Equipment; (b) Customer’s breach of these Terms; (c) Customer’s failure to obtain required consents for recordings or monitoring; or (d) Customer-provided equipment, software, or premises conditions.
Subject to payment of fees, Norvado grants Customer a limited, non-exclusive, non-transferable, revocable license to use the Norvado IQ application during the subscription term solely for personal residential use. Customer shall not copy, modify, translate, reverse engineer, decompile, create derivative works of, sublicense, or transfer the application.
As between the parties, Customer owns Customer Content (including recordings). Customer grants Norvado a worldwide, non-exclusive, royalty-free license to host, store, process, transmit, and display Customer Content solely to provide the Service and for security, support, and improvement purposes.
Standard installation covers installation and configuration of Norvado-supported equipment in locations Norvado determines are suitable and reasonably accessible.
For outdoor cameras requiring continuous power, Norvado will install and neatly configure the provided outdoor-rated power cord to an existing, suitable outdoor electrical outlet when applicable. If an extension cord, new outlet, electrical modification, specialty mounting, concealed wiring, or other nonstandard work is required, the customer is responsible for arranging and paying for that work. Norvado will not route an outdoor camera power cord to an indoor outlet as part of standard installation.
Repositioning previously installed cameras or devices is not included in the managed service. Norvado may perform repositioning or other nonstandard installation work on a time-and-materials basis at its current rates.
Add-on products may be provided for customer self-installation where appropriate. If professional installation is requested or required for an add-on product, installation charges may apply at Norvado’s current rates.
For door locks, Norvado will provide either a handle lock or a deadbolt lock dependent on the existing door. Norvado will not install a new deadbolt, meaning Norvado will not drill a door to accommodate a deadbolt. Norvado will provide a deadbolt when the existing door will accept the deadbolt.
For thermostats, Norvado will install the thermostat where the existing thermostat resides with current wiring. Norvado will not rewire the thermostat to the furnace. Should the customer want to change the location of the thermostat, they will be required to contract that work with a third party prior to Norvado installing the thermostat.
Unless otherwise stated for a specific product, recharging and routine replacement of customer-serviceable batteries are the customer’s responsibility. Customers are also responsible for maintaining electrical power, suitable installation conditions, internet and WIFI service requirements, and reasonable care of Norvado-owned equipment.
The customer is responsible for equipment that is lost, stolen, intentionally damaged, altered, or damaged through misuse, accident, neglect, improper installation by the customer or a third party, or other causes beyond normal wear and tear. Charges may apply up to the applicable equipment replacement cost or MSRP.
Because service equipment is owned by Norvado, supported devices may be registered, provisioned, and managed under Norvado’s service platform. Customers receive access to the Norvado IQ mobile application and supported features for the duration of active service.
The customer is responsible for maintaining the security of login credentials and authorized users associated with the Norvado IQ application.
Norvado IQ is not eligible for seasonal billing or seasonal downgrade unless Norvado expressly offers such an option in writing.
Upon service termination, all Norvado-owned equipment must be returned to Norvado within 30 days, including applicable cameras, video doorbells, hubs, sensors, locks, thermostats, mounts, chargers, batteries, and other Norvado-owned components provided with the service.
Equipment must be returned in good working order, normal wear and tear excepted. If Norvado-owned equipment is not returned within 30 days, the customer may be charged an equipment recovery fee. The current equipment recovery fee for equipment associated with the SmartHome-to-Norvado IQ service upgrade is $200. Norvado may assess additional charges for equipment that is lost, intentionally damaged, altered, or rendered unusable beyond normal wear and tear.
Norvado IQ replaces the former Norvado SmartHome service. Existing SmartHome cameras, video doorbells, and the SmartHome/Arlo application will no longer be supported after December 31, 2026. SmartHome customers must complete the equipment and application transition to continue receiving the replacement service.
During an upgrade appointment, Norvado will remove and collect Norvado-owned SmartHome equipment and install compatible Norvado IQ replacement equipment. Existing recordings stored through the SmartHome/Arlo application will not transfer to the Norvado IQ application. Customers are responsible for downloading any recordings they wish to retain before losing access to the former platform.
Purchasing, subscribing to, installing, activating, or continuing to use Norvado IQ constitutes acceptance of these Terms & Conditions, together with Norvado’s general Terms & Conditions and other applicable service agreements.
Norvado may immediately suspend or terminate the Service immediately for (a) nonpayment, (b) breach of these Terms, (c) suspected fraud, abuse, or security risk, or (d) unlawful use. Fees continue to accrue during suspension caused by Customer.
Any dispute shall be resolved by binding individual arbitration administered by American Arbitration Association (AAA) under its rules. Class and representative actions are waived. These Terms are governed by the laws of the State of Wisconsin. Venue for any non-arbitrable claims shall be in Bayfield County Circuit Court, which shall have exclusive jurisdiction, with jury trial waived.
Questions? Start a chat at norvado.com or call 800-250-8927.
NORVADO IQ™ PROTECTS YOUR EVERYTHING. INCLUDING YOUR PRIVACY.
OWNERSHIP: Our customers' personal data belongs to them and them alone. We don't monetize their personal data. Norvado is not in the business of utilizing their personal information as a commodity to make money.
CONTROL: Our customers' data is for their eyes only. We are committed to practicing the highest standards for data protection in our industry to ensure that personal information remains private and in their control.
PROTECTION: We protect our customers' private moments. Norvado IQ™ committed first and foremost to protection. We deliver industry leading security solutions that empower our users to protect and connect with the people and places they love the most.