Terms & Conditions

1. Definitions

• Allowance: A combined total of the Installed Allowance and Material Allowance.
• Installed Allowance: An amount designated for the installed cost of a specific item or category within the project scope.
• Material Allowance: An amount designated for materials only, not including installation labor.
• Punch List: A list of items requiring correction or completion following Substantial Completion.
• Substantial Completion: The stage when the project is sufficiently complete for the client to use the system for its intended purpose.
• Work: All services, labor, materials, and equipment provided by NorthStar Home Technologies, Inc. (“NHT”) as described in the applicable proposal or agreement.

2. Acceptance & Approval

Agreement terms are valid for thirty (30) days from the date of the proposal. Approval may be provided via text message, email confirmation, written signature, or submission of a down payment. Any of these actions constitutes acceptance of these Terms and Conditions in their entirety.

3. Intellectual Property

All designs, proposals, drawings, and specifications prepared by NHT are the intellectual property of NHT. Unauthorized sharing, reproduction, or distribution of NHT proposals or design documents to third parties (including competing integrators) will result in a design fee of 6% of total project value for proposals under $500,000 and 10% for proposals over $500,000.

Clients may purchase full intellectual property rights to their project designs. Terms and pricing for IP purchase are available upon request.

4. Scope of Services

NHT provides design, procurement, installation, programming, and commissioning of smart home systems as described in the applicable proposal. The following are excluded unless explicitly stated: additional design revisions beyond three (3) rounds, building permits and associated fees, third-party service subscriptions (streaming, cloud storage, etc.), and work outside the scope defined in the proposal.

5. Payment Terms

Payment is due upon completion unless otherwise specified in the proposal. Accounts outstanding beyond thirty (30) days are subject to a late fee of 1.5% per month (18% annually). Non-payment may result in suspension of services, deactivation of remote support, and/or legal action for collection.

A 5% minor adjustment allowance is included for minor scope variations. All applicable sales tax will be added to invoices.

6. Project Timeline

NHT will target Substantial Completion by the date specified in the proposal. Delays caused by material shortages, third-party trades, weather, or client-requested changes may extend the timeline. Upon Substantial Completion, a walk-through will be scheduled to generate a Punch List of remaining items, which NHT will address within a reasonable timeframe.

7. Returns & Exchanges

Non-stocked items are subject to a 5% restocking fee. Items that have been delivered and/or unboxed are eligible for exchange only (not return) within thirty (30) days of delivery. Items must be in original packaging and undamaged condition to qualify for exchange.

8. Cancellation

Cancellation requires fourteen (14) days written notice via email or through the NorthStar App portal. Billing will continue through the cancellation month. No refunds will be issued for unused portions of prepaid services.

9. Standard Installation (Tier 0)

Included with every project · No contract required

• Bespoke system and installation designs
• Standard business hours access (8AM–4PM, Monday–Friday) to the NHT Service Desk via text or call, on a first-come, first-serve basis
• 6-month in-house hardware warranty covering hardware replacement and labor
• Lifetime workmanship warranty on installation quality and programming
• Access to the NorthStar App for system information (WiFi/surveillance logins), payment management, and client updates
• Additional work billed at $165/hour

10. Managed Client Plan (Tier 1) — $88/month · $1,056/year

1-year commitment required

Service Access

• Dedicated Managed Clients phone number (text or call)
• Service Desk available 8AM–6PM Monday–Friday, 8AM–2PM Saturday
• Same- or next-day priority scheduling guarantee (subject to emergency and weather exceptions)

Support & Rates

• Free daytime and Saturday remote support
• Daytime and Saturday on-site support: $165/hour (1-hour minimum)
• After-hours, Sunday, and holiday on-site support: $240/hour (1-hour minimum)

Hardware & Warranty

• Advanced hardware replacement under manufacturer warranty (labor included; client covers shipping; 14-day return requirement for defective unit)

App & Reviews

• Enhanced App access: knowledge base, support tickets, direct feedback, and client updates
• Annual tech review (system performance assessment and new options)
• Annual on-site system update and audit

Payment & Termination

• Payment due in advance via the NorthStar App
• 1.5% monthly late fee on past-due balances
• Cancel via App before renewal date; no early termination; no refunds for unused portions
• Rate adjustments require 30-day advance notice

Legal

• Limitation of liability capped at total fees paid
• Force majeure provisions apply
• Dispute resolution: mediation followed by binding arbitration in Minnesota; class action waiver

11. Preferred Management Client Plan (Tier 2) — $399/month · $4,788/year

1-year commitment required

Service Access

• 24/7 access to dedicated Service Desk phone number (2-hour response target)
• Guaranteed same-day scheduling for requests received before 2PM

Support & Rates

• Free 24/7 remote support including weekends
• Free daytime on-site support (8AM–6PM, Monday–Friday)
• After-hours, Sunday, and holiday on-site support: $240/hour (1-hour minimum, no truck roll fee)

Hardware & Warranty

• Advanced hardware replacement with priority procurement (labor included)

App & Reviews

• Full App access with priority ticket resolution
• Biannual tech reviews
• Quarterly on-site system updates and audits
• Preventative system monitoring with weekly status emails

Payment & Termination

• Payment due in advance via the NorthStar App
• Non-payment may result in downgrade to Managed status
• Cancel via App before renewal date; no early termination; no refunds for unused portions
• Rate adjustments require 30-day advance notice

Additional

• Travel beyond 50 miles from NHT office may incur additional fees (disclosed in advance)

Legal

• Limitation of liability capped at total fees paid
• Force majeure provisions apply
• Dispute resolution: mediation followed by binding arbitration in Minnesota; class action waiver

12. Concierge Managed (Tier 3) — From $1,199/month · $14,388/year

12-month annual membership, billed yearly in full · Offered by inquiry only · No online signup

The listed price is a baseline — final pricing is customizable and confirmed by inquiry only.

Everything in Preferred Managed, plus a dedicated client manager and a NorthStar team that answers day or night.

Everything in Preferred Managed

• All Preferred benefits carry over: same-day scheduling, free daytime on-site support, priority procurement, quarterly on-site updates

The Concierge Layer

• 24/7 concierge service — reach your NorthStar team day or night
• A dedicated client manager who knows your home and your systems
• Weekly text check-ins from your dedicated client manager
• VIP response process: 1-hour response, 24/7/365 — nights, Sundays, and holidays included

Tailored to Your Home

• Scope customized on your activation call — coverage shaped around your properties, systems, and household
• Activated personally by a NorthStar team member
• Annual membership, billed yearly in full — final pricing is confirmed on your activation call

Concierge Managed · Terms

Concierge Managed is an annual membership billed yearly in full, in advance, with a twelve (12) month term. Membership begins on the activation date confirmed with your NorthStar client manager. Pricing starts at $1,199 per month ($14,388 annually) and is finalized during your activation call based on the properties, systems, and coverage included in your scope.

Concierge Managed includes all benefits of Preferred Managed, plus a dedicated client manager, weekly check-ins, and 24/7 concierge access. The Concierge Managed response commitment is one (1) hour, twenty-four hours a day, seven days a week, including nights, weekends, Sundays, and holidays. This response commitment is measured in calendar time from the time your request is received and refers to NorthStar's acknowledgement of and response to your request; on-site arrival times vary with travel distance, parts availability, and the nature of the issue.

Concierge Managed is offered by inquiry only and is activated by a NorthStar team member. It cannot be purchased online. Travel beyond 50 miles may incur additional fees.

Legal

• Limitation of liability capped at total fees paid
• Force majeure provisions apply
• Dispute resolution: mediation followed by binding arbitration in Minnesota; class action waiver