Refund & Cancellation Policy

Overview

This policy explains how cancellations and refunds work for security systems, installation, monitoring, and service plans purchased from Optimum Overwatch LLC. It applies to residential and commercial customers.

Your signed agreement with us is the controlling document. If anything in this policy conflicts with your signed agreement, the signed agreement governs. This policy summarizes those terms in plain language so you know what to expect before you sign.

3-Day Right to Cancel

You may cancel any new agreement for any reason before midnight of the third business day after you sign it. You will receive a Notice of Cancellation form with your agreement explaining how to do this.

• How to cancel: Sign and send the Notice of Cancellation form, or any written notice that says you are cancelling, to the address or email in the Contact section below.
• Your refund: We will refund any payments you made, including any deposit, within 10 business days of receiving your cancellation.
• Installed equipment: If equipment was already installed, we will schedule a time to remove it. Please keep it in substantially the same condition until we pick it up.

After the 3-day period ends, the agreement can only be cancelled as described in the sections below.

Equipment and Installation

Once your system is installed and the 3-day cancellation period has passed, equipment and installation charges are non-refundable. Installed equipment is custom-configured for your property and cannot be resold as new.

• 1-year limited warranty: If any equipment we installed becomes defective within one year of installation, we will repair or replace it at no charge for parts or labor. We may use equal-quality or reconditioned parts.
• Not covered: Batteries, electrical surges, lightning, water or physical damage, misuse, modifications or repairs by anyone other than Optimum Overwatch, software upgrades, and components that are obsolete or past the manufacturer's useful life.
• Remedy: Repair or replacement is the remedy for equipment problems. We do not issue refunds for equipment that we can repair or replace.
• After the warranty: Repairs are covered by your service plan if you have one, or billed at our standard rates if you do not.

Monitoring and Service Agreements

Monitoring, remote access, and service plans run for the term stated in your agreement, typically 36 months, and are not cancellable early except as described here.

• Billing: Monthly charges are billed in advance on the 1st of each month, plus applicable sales tax. Charges for a month that has started are not prorated or refunded.
• Renewal: After the initial term, your agreement renews month to month. To end it at the end of any term, send written notice by certified mail, return receipt requested, at least 30 days before the term ends.
• Early cancellation: If you stop paying or end service before the term is over, the early termination terms in your agreement apply. Under our standard agreement, that is any unpaid charges plus 80% of the remaining monthly payments for the term.
• Price changes: After the first year, rates may increase by no more than 9% per year, as stated in your agreement.

If you are moving, selling your property, or facing a hardship, contact us before you stop paying. We will discuss your options, which may include transferring service to your new address or to the new owner.

Payment Plans

If you finance your system through an Optimum Overwatch payment plan, you owe the full balance stated in your payment agreement, paid in equal monthly installments.

• Pay off early anytime: There is no prepayment penalty. Once the balance is paid in full, no further installments are charged.
• Separate from monitoring: Your payment plan covers only the equipment and installation balance. Cancelling or ending monitoring service does not cancel or reduce the remaining payment plan balance, and paying off the plan does not end your monitoring agreement.
• Late payments: Installments not received within 15 days of the due date may incur a late fee as stated in your payment agreement.
• Missed payments: If payments are missed, the remaining balance may become due immediately, as described in your payment agreement.

Service Problems and Billing Errors

If something isn't working or a charge looks wrong, tell us first. Most issues can be fixed in a single call.

• System not working: Contact us and we will respond within 36 business hours (Monday to Friday, 9 a.m. to 5 p.m., excluding holidays) to diagnose and repair covered equipment. If we cannot repair it after you notify us, follow the written-notice steps in your agreement so your monthly charges can be paused while the system is inoperable.
• Billing errors: If we charge you the wrong amount or charge you twice, we will refund the overcharge to your original payment method within 10 business days of confirming the error.
• Questions about a charge: Every charge has an invoice in your customer portal. Contact us and we will walk you through it.

How to Cancel, Disputes, and Contact

Cancellations and non-renewal notices must be in writing. Phone calls and texts do not cancel an agreement, though we are always happy to talk first.

• 3-day cancellation: Mail or email your Notice of Cancellation form or written notice to the address or email below.
• Non-renewal or end of service: Send written notice by certified mail, return receipt requested, to our office address at least 30 days before your term ends.
• Card disputes and chargebacks: Please contact us before disputing a charge with your bank. We respond to every billing question and can usually resolve it faster than a bank dispute. Disputing a valid charge does not cancel your agreement or the balance owed under it.
• Unresolved disputes: Disagreements that we cannot resolve together are handled through binding arbitration, as described in your agreement.