Refunds and returns

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Your FIDO subscription lasts for a period of 12 months after we receive confirmation through our delivery firm that you have received your FIDO Bugs.

All our FIDO Bugs are covered by a 12-month warranty for defects in material or manufacture. In the unlikely event that there is a defect, please return the Bug to FIDO Tech and we will despatch a free replacement to you.

Cancellations

Cancelling your order

You may cancel your order in writing by sending an email to support@fido.tech. However, we regret that if your data report has been created or your Bugs have been despatched a refund will not be available. Please note that Bug despatch usually happens within two working days of receiving your order.

Please include your order number and the details of the person who placed the order in all your correspondence with us.

For cancellations requested after this time Bug, please see the section on Terminating your subscription early below.

Terminating your subscription early

The minimum contract term for a FIDO subscription is 12 months. This 12-month period starts from the moment we receive confirmation through our delivery firm that you have received your FIDO Bugs.

We regret that no refund will be possible once your Bugs have been despatched, or we have created your unique data report. Please refer our terms and conditions, which you agreed to when you purchased your subscription, for more details.

We want you to get good value from your FIDO service. If you are thinking of terminating, please contact us for support so we can help make sure you are making the most of it.

You do not need to terminate your subscription to prevent automatic renewals, as we do not retain your payment details or automatically renew subscriptions.

At the end of your subscription, you must return your Bugs to us for safe disposal. See Returns below.

Refunds

If your order cancellation is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@fido.tech.

Exchanges

Under the terms of our 12-month warranty, we will replace Bugs free of charge if they are defective or have been damaged in manufacture or in transit before reaching you.

In this case, please send a photograph and description of the defect by email to support@fido.tech and we will send you a new one. You must return the defective Bug to us for inspection and safe disposal, but in most circumstances this will not affect the prompt despatch of your new Bug. Please see Returns below.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Returns

In accordance with our environmental compliance policy, you must return all your Bugs to us for safe disposal at the end of your contract. We will write to you at the end of your subscription with details of how to do this.

All Bugs should be mailed to: Returns, FIDO Campus, Home Farm, Caversfield, Bicester, OX27 8TG, UK.

You will be responsible for paying for your own shipping costs for returning any item to us. Shipping costs are non-refundable.

To avoid a charge for non-return of items, we recommend using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. The charge for non-return will be $75 per Bug.

Need help?

Contact us at support@fido.tech for questions related to refunds and returns.