Help Center

Conditions and eligibility

Which Hydro-Québec rates make you eligible for Hilo?

Returns and exchanges

Cancellations and changes

What is a credit balance?

How many Hilo devices does the credit apply to?

Do fees apply for returning a device that was included in my order?

I’m moving. What happens to my Hilo devices and Agreement?

What is the product warranty for your devices?

Payment methods

How do I accept Hilo’s Interac e-Transfer?

Warranty

Hilo products installation

Free shipping

Are installed devices guaranteed?

What happens if I miss my installation appointment?

What should I do if I need to change the date of my appointment?

How late can I cancel my installation appointment?

I’m a Hilo customer and would like to add one or two thermostats to my home. Will there be an installation fee?

Can I order more thermostats beyond the ones that will be installed for me?

How do I schedule installation for my Hilo products?

How long does the installation last?

What happens after the 12-month commitment period ends?

What is the difference between a credit balance and financial assistance?

What happens if I decline more than 10 peak demand events?

Which products can the financial assistance apply to?

How many Hilo devices does the credit apply to?

What happens if I cancel my Hilo Participant Agreement before the end of my financial assistance agreement term?

Can I terminate my Agreement?

What happens if I move? Can I transfer my Agreement?

Do I need to contact notify both Hilo and Hydro-Québec before my move?

Do I need to leave my Hilo smart devices behind when I move?

What happens if I move and still have a credit balance?

I’m moving soon. Can I take my Hilo smart devices with me?

What should I do if there are already Hilo devices in my new home?

I just moved in and want to sign up for Hilo. What should I do?

Hilo app terms of use

Hilo app privacy policy

Google voice assistant

Alexa voice assistant

Voice assistants

Data security

Which complementary products that were initially available are no longer sold by Hilo?

Why did Hilo withdraw the complementary products?

Can I continue using the products I bought from Hilo for my home, even if you no longer sell them?

Will Hilo continue offering technical support for products that it no longer sells?

Can I obtain one of these withdrawn products from a supplier other than Hilo and add it to my smart home?

Does the product warranty still apply even though it is no longer for sale?

Will I receive a credit or a refund for a product that is no longer available for purchase?

Can I keep using products that are no longer sold or supported by Hilo?

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Still have questions?

Can’t find an answer to your question?

Write to us

Or contact us at 438 289-4456 (HILO) or 1 844 500-4456 (toll free) Monday to Friday from 8 a.m. to 8 p.m. / Saturday and Sunday 9 a.m. to 5 p.m.

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Conditions and eligibility

Sales and Refunds

Installation, appointment and delivery

Participant Agreement

Moving

Terms and conditions

Withdrawal of complementary products

Still have questions?

Can’t find an answer to your question?

Or contact us at 438 289-4456 (HILO) or 1 844 500-4456 (toll free) Monday to Friday from 8 a.m. to 8 p.m. / Saturday and Sunday 9 a.m. to 5 p.m.

Let’s keep in touch!