PAYMENT & BILLING

WHAT HAPPENS IF I CANCEL MY SUBSCRIPTION?

The services included in the cancelled subscription will be turned off.

WHAT PAYMENT METHODS CAN I USE?

The Resideo PRO IQ Services Store accepts Visa, Mastercard, American Express, Discover, Diners Club, JCB, Union Pay, and PayPal.

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HOW WILL I KNOW MY PAYMENT INFORMATION WILL BE KEPT SAFE AND SECURE?

Our servers encrypt all information submitted to them to ensure safety and security.

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SHOULD I USE SPACES OR DASHES WHEN I ENTER MY CREDIT CARD NUMBER?

No. Enter your credit card number without any spaces or special characters. It should be entered as a continuous string of numbers.

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WHY IS MY CREDIT CARD BEING REJECTED?

Possible reasons for a credit card not being accepted:

The card is expired.
You have reached or exceeded your credit limit.
You have exceeded your daily charge limit.
A computer at either end of the transaction is having technical problems.

If you have problems submitting your credit card payment you can contact Customer Service at proiqsupport@resideo.com.
Please include any error message numbers you received, as well as the order number seen in the shopping cart.

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HOW WILL THE CHARGE SHOW UP ON MY CREDIT CARD?

The charge for your order will appear on your credit card as: "DRI*Resideo"

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DOES MY BILLING ADDRESS HAVE TO MATCH THE ADDRESS ON FILE WITH MY CREDIT CARD?

Yes. For credit card verification you must enter your billing address exactly as it appears on your credit card statement.

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WHEN WILL MY CREDIT CARD BE CHARGED?

For purchases of software or services, your credit card will be charged within a day of the completion of your order or your invoice date.
For purchases of physical products, if you purchased using a credit card, you won't be billed until your product is shipped. This includes any backordered products. If your items are shipped separately, you will be billed each time a product is shipped.

Please note that online statements for credit cards and debit cards may display a pre-authorization of funds immediately after purchase. Pre-authorizations are typically removed from your credit card transaction history when the full charge processes and funds are withdrawn. However, in some cases, this process can take up to 2 business days for credit cards and 7 business days for debit cards. If you need assistance removing a pre-authorization from your card transaction history, please contact your bank or financial institution.

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DO I HAVE TO PAY SALES TAX?

Depending on the order, sales tax may be calculated and charged. Any sales tax charged will be indicated once your billing and/or shipping address has been entered during checkout.

Instructions are provided during the checkout process for any tax-exempt individuals and entities.

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HOW DO I RENEW MY SUBSCRIPTION?

To renew your subscription, go to this page, log in, and select your Product or Service. You will see all linked Products or Services with the ability to renew any Products or Services that are expiring soon or have expired and the option to renew your plan.

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HOW DO I CANCEL MY SUBSCRIPTION?

To cancel your subscription, go to this page log in, and select Manage Subscription. You will see your Plan Information and the ability to Cancel Subscription.

After cancelling, the subscription will be valid until the expiration date. If you decide to start using it again, you will need to buy a new subscription. See this answer for instructions.

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HOW DO I UPDATE MY PAYMENT METHOD?

Payment methods can be updated during the checkout process when renewing a subscription. During the checkout process, you have the ability to use the current payment method on file for your User Account or you can update your payment method by selecting a different payment method for use.

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WHAT IS YOUR REFUND POLICY?

For hardware purchases, orders can be canceled any time prior to shipment. Hardware products may be returned within 14 days of the date the Product was shipped to you and must be returned with the applicable proof of purchase. Cancellation and return rights do not apply to custom orders that have been personalized or modified specially for you, including products that have been built to order. If a product has been damaged, repaired or is missing parts, it may not be accepted for return and refund. You will be responsible for the cost of returning the product.

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HOW DO I CANCEL MY ORDER?

Physically shipped purchases that are in stock are processed immediately upon completion and may not be able to be cancelled prior to shipment. If your order cannot be cancelled, you will get an email notification when the order is shipped. To request the cancellation, please contact proiqsupport@resideo.com.

Software, Service, and Subscription products are fulfilled immediately and cannot be cancelled unless the purchase is a preorder.

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HOW DO I REQUEST A REFUND?

To request a refund, you must contact proiqsupport@resideo.com.

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WHEN WILL I SEE MY CREDIT APPEAR IN MY ACCOUNT?

After receiving your returned product(s) and/or your completed letter of destruction (ELOD or LOD), your refund will appear in your account within 5 to 7 business days. Please be aware that if you purchased using a method other than credit card, you may be prompted to provide bank details so we may credit your account.

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WHAT IS YOUR PRIVACY POLICY?

Digital River’s Commitment to Privacy Digital River, Inc. and its subsidiaries (collectively “Digital River”, “we”, and “us”) is a world-class online global reseller services provider. We provide essential compliance, fraud, tax and payment services to the supplier or manufacturer (“Supplier”) whose name appears on the website or commerce solution where this privacy policy (“Privacy Policy”) appears (“Site”). When we make products and service rights (“services”) available for sale through the Site, we do so as an authorized reseller on behalf of our Supplier.

We are committed to earning and keeping your trust, while giving you control over the information that is personal to you. Being accountable to you is a responsibility we take seriously. Our commitment to privacy, including processing and protecting personal data, is demonstrated in this privacy policy (""Privacy Policy"").

This Privacy Policy applies to our processing of personal information collected from the Site where this Privacy Policy appears. This Privacy Policy does not apply to our Supplier’s use of information nor does it apply to information collected by other third parties. Please carefully review each privacy policy posted on each Site you visit.

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HOW DO I TURN-OFF AUTO-RENEWAL?

If the subscription was purchased from the Pro IQ Services Store...

Go to the Resideo Pro IQ Services Store and sign in
Select your service
Uncheck the "Auto-Renew" option.

After you turn off auto-renewal, the current subscription will be valid until its expiration date.

If you decide to start using it again, AND it is before the expiration date, simply check the "Auto-Renew" box so you will not need to buy a new subscription. See this FAQ.

If you decide to start using it again, BUT it is after the expiration date, you will need to buy a new subscription. See this FAQ for instructions.

If you don't turn off auto-renewal in advance, you will be automatically charged for the next license term.

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