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This document (the “Agreement”) sets out the terms and conditions of participation in the Hilo program (the “Hilo Program”) as provided by Hydro-Québec. Capitalized terms and expressions are defined in the Glossary.
1.1 The person wishing to participate in the Hilo Program (the “Participant”) must at all times meet the conditions below for the entire duration of the Agreement:
1.1.1 Be a Hydro-Québec customer responsible or jointly responsible for a Rate D with the Winter Credit Option or Rate Flex D residential contract, either as a tenant or owner of the Dwelling, or be a proxyholder for said customer. Any new Participant with a Rate Flex D contract qualifies for the lowest consumption cost guarantee in section 2.6.
1.1.2 Have a smart mobile device on which the Hilo App may be downloaded and used (see the Website for details about compatible versions).
1.2 In addition, the Dwelling must meet the following conditions throughout the term of the Agreement:
1.2.1 If required, be equipped with a Hilo Smart Home Hub (a single Smart Home Hub is required to benefit from the Hilo Program).
1.2.2 Be equipped with a Hydro-Québec communicating meter.
1.2.3 Be equipped with electrical and plumbing installations that comply at all times with all electrical and plumbing standards, as the case may be, and with the applicable laws in effect.
1.2.4 Have a high-speed Internet connection and a functional wireless network (such as Zigbee, WiFi or other wireless networks) covering all Connected Devices.
1.2.5 Be a single-family home, a semi-detached or row house, or be located in a building with two or more units.
1.3 The Participant must also comply with the requirements below relative to Hilo Solutions:
1.3.1 For the Smart Solution for Heating, the Dwelling must be equipped with electric heaters controlled by functional connected thermostats that are compatible with the Smart Solution for Heating (and displayed as such on the Website) throughout the entire Agreement.
1.3.2 For the Smart Solution for Water Heater, the Participant must have a functional electric water heating system and a Dwelling that are compatible with the Smart Solution for Water Heater (and displayed as such on the Website) throughout the entire Agreement.
1.3.3 For the Smart Solution for Electric Vehicle Charging, the Participant must have a functional charging station that is compatible with the Smart Solution for Electric Vehicle Charging (and displayed as such on the Website) throughout the entire Agreement.
1.3.4 If the Participant purchases Connected Devices from a third party, additional requirements or restrictions may apply. Hydro-Québec has no control over the requirements or restrictions of these third parties and cannot therefore be held liable if the Participant is unable to access the Hilo Solutions due to such requirements or restrictions.
2.1 The day before each Peak Demand Event, the Participant will be notified of the Peak Demand Event through the Hilo App. The Participant may:
2.1.1 At any time, disable or refuse automation of the Hilo Setpoints for the Peak Demand Event. The Participant must indicate their refusal through the Hilo App before Hilo Setpoints take effect or while they are in effect. The Participant may not modify their choice after 11:59 p.m. on the day before the rejected Peak Demand Event.
2.1.2 Agree to automation of the Hilo Setpoints for the Peak Demand Event. In this case, the Participant is not required to take any action, since, unless they expressly refused automation of the Hilo Setpoints, they will be considered to have agreed to the Hilo Setpoints selected beforehand.
2.2 The Participant may change the Hilo Setpoints at any time (in particular, through the Hilo App, a setting in the Hilo App, the Connected Device or the voice assistants) or exclude the Connected Device (through the Hilo App). That said, changing Hilo Setpoints or excluding a Connected Device when these Hilo Setpoints are in effect: (i) may have an effect on electricity consumption during the Peak Demand Event and therefore on Hydro-Québec’s electricity bill and (ii) will exclude the applicable Connected Devices from the Hilo Setpoints. A Participant who excludes one or more Connected Devices from the Hilo Setpoints may not modify this choice while the Hilo Setpoints are in effect. If the Participant wishes, they can manually return these Connected Devices to the Hilo Setpoints after the Peak Demand Event. Hydro-Québec is not responsible if a Hilo Solution or Connected Device fails to participate in a Peak Demand Event due to a change in a Hilo Setpoint or the exclusion of a Connected Device by the Participant
Participation in Peak Demand Events
2.3 The Participant undertakes to participate in as many Peak Demand Events as possible throughout the term of the Agreement. Hydro-Québec reserves the right to conduct tests outside the Winter Period for each Hilo Solution. The Participant will receive notification of a test through the Hilo App the day before each test. Participants can agree or refuse to take part in each test following the procedure set out in section 2.1 of this Agreement. The Participant’s refusal to take part in one or more tests will not be taken into account when calculating the number of refusals for the Winter Period.
2.4 The Participant agrees that, despite the automation of Hilo Setpoints involving the Smart Solution for Water Heater in anticipation of a Peak Demand Event, Hydro-Québec might not include, in whole or in part, said Smart Solution during a Peak Demand Event if the measures and guidelines issued by any government authority, including those issued by the Direction générale de la Santé publique du Québec (Québec’s public health authority), are not followed prior to activation of the Hilo Setpoints. These measures and guidelines are subject to change without notice. In such cases, the Smart Solution for Water Heater will not be considered during the Peak Demand Event, which could impact electricity consumption during the Event.
Energy Savings Not Guaranteed
2.5 Hydro-Québec does not guarantee any energy savings or other benefits related to the use of the Hilo Program. Hydro-Québec cannot be held liable for any increase in an electricity bill, given that any such increase may be due to the weather, the Participant’s consumption habits, improper use of the Hilo Program and/or infrequent participation in Peak Demand Events.
Rate D Consumption Cost Guarantee
2.6 During the first Winter Period of new Participants who signed up for Rate Flex D before or during that Winter Period, Hydro-Québec guarantees that the cost of electricity consumption at Rate Flex D will not exceed the cost of electricity consumption at Rate D, all before applicable taxes. In the event of an exceedance, Hydro-Québec will provide the Participant with compensation. The compensation will correspond to the difference between the cost of electricity consumption at Rate Flex D and the cost of electricity consumption at Rate D, if applicable, plus an amount equal to the taxes initially paid by the Participant on this difference. This amount will be paid via Interac e-transfer within three (3) months of the end of the Winter Period. To receive this payment by cheque, the Participant must contact the Hilo Program’s customer service department. No compensation will be paid if the amount is less than two dollars ($2). This warranty applies only once per Hydro-Québec electricity contract number. For clarity, the Rate D cost of consumption warranty applies only if the Participant is still signed up for Rate Flex D for the same address and contract at the end of the first Winter Period.
3.1 The Participant’s undertakings are as follows throughout the Agreement:
3.1.1 Maintain a high-speed Internet connection and have a functional wireless network (such as Zigbee, WiFi or other wireless networks) covering all Connected Devices.
3.1.2 Download the Hilo App onto a smart mobile device and refrain from uninstalling it.
3.1.3 Regularly update the Hilo App.
3.1.4 In situations where the Connected Devices were installed by a third party, ensure that all Connected Devices are in good working order and are connected to and paired with the Smart Home Hub, where applicable, within thirty (30) days of signing up for the Hilo Program or receiving the Smart Home Hub by mail.
4.1 Direct or indirect use, by any means whatsoever, of the Hilo Program under the following terms is strictly prohibited:
4.1.1 Any commercial purposes.
4.1.2 Any illegal purposes.
4.1.3 Any use involving computer interference and that interferes with the security of the Connected Devices or their data, or that involves decoding of data.
4.2 Hydro-Québec is not liable for (A) any damage or inconvenience caused by (i) a Hilo Program malfunction that is not the result of its actions or the personal actions of its representatives or partners; or (ii) the Participant’s manual adjustments of the Connected Devices including, without limitation, Hilo Program interruptions, delays, failures, omissions or loss of information, or faulty connections with voice assistants, the systems and its partners, or between the Hilo App, the Smart Home Hub and the Connected Devices; or (B) a Hilo Solution or a Connected Device that is unable to participate in a Peak Demand Event due to a change to the settings and/or installation of said Solution or Device that the Participant has made or has caused to be made by a third party unauthorized by Hydro-Québec or Hilo. To these ends, the Participant agrees not to modify the temperature of their water heater. The Participant understands that Hydro-Québec cannot guarantee that automation of Hilo Setpoints during a Peak Demand Event will never be interrupted, unavailable, inaccessible, unstable or limited.
4.3 The Participant must, at all times, follow the manufacturer’s recommendations and warnings concerning their water heater, and in particular concerning the recommended water temperature and cleanliness of the water in the tank. At all times, it is important to avoid a hot water deficit. It is recommended to wait at least 24 hours after the manual restart of the water heater before using hot water. Manually disconnecting the water heater for an absence of less than one week is not recommended. Manual disconnection of the hot water heater may compromise water safety and increase the risk of running out of hot water. For more information on how the Hilo Smart Solution for Water Heater meets water safety criteria, the Participant should visit the Website.
4.4 In the event that the Smart Home Hub (where applicable) is unable to properly connect to a Connected Device (including but not limited to a Hydro-Québec communicating meter), certain functionalities of the Hilo Program may not operate properly, in whole or in part, including the instantaneous power demand reading of the Dwelling.
4.5 By agreeing to be bound by this Agreement, the Participant also agrees to be bound by the documents below (see hiloenergie.com and hydroquebec.com):
5.1 All rights, titles and interests related to the Hilo Program, the Hilo App and Website (including program code), as well as the Hilo brands and logo, are the property of Hydro-Québec and/or Hilo and are protected by intellectual property laws. The Participant may not use, reproduce, translate, publish, transmit or distribute any of these elements, in whole or in part, without the written authorization of Hydro-Québec and/or Hilo. Neither this Agreement, nor the terms of use of the Hilo App and Website, nor the Participant’s use of the Hilo Program shall confer upon or grant the Participant any rights whatsoever with regards to any such intellectual property elements, other than as expressly provided for in this Agreement.
5.2 On condition that the Participant complies with this Agreement and the terms of use of the Hilo App and Website, the Participant shall receive a non-transferrable, non-assignable, non-exclusive, revocable and free licence to download and use the Hilo App, and to access the Hilo App and Website, exclusively for personal (residential) use. No other use is permitted.
6.1 Hydro-Québec is subject to the Act respecting Access to documents held by public bodies and the Protection of personal information. The personal information it collects for the duration of this Agreement is vital for it to be able to fulfil its mandate under the Hydro-Québec Act.
6.2 To benefit from the Hilo Program and once the Participant has downloaded the Hilo App or signed up for the newsletter, personal information is collected and used by Hydro-Québec, including the Participant’s first and last names, home address, phone number, email address and actual electricity consumption as well as the Participant’s use of the Connected Devices and voice assistants.
6.3 Hydro-Québec also uses the personal information it holds concerning the Participant’s Hydro-Québec account, including the account number, status as the person responsible for the account and electricity rate associated with the account as well as the communicating meter location, compatibility and number, home address, phone number, email address and type of home heating.
6.4 Hydro-Québec takes privacy very seriously and invites the Participant to read the policies below to find out more about the information collected, its intended use as well as practices regarding the protection of personal information:
6.5 Hydro-Québec, Hilo and their service providers and partners may use, for research and development purposes, the personal information listed in the previous paragraphs, as well as the following: data concerning the status, operation and controls of the installed Connected Devices (including data from these Connected Devices); data and statistics concerning the Participant’s use of the Hilo App; and any answers, comments or other information provided by the Participant, including as part of an exchange with Hydro-Québec in relation to the Hilo Program. Hydro-Québec may also analyze the information or data collected in order to provide personalized advice and help the Participant consume electricity more efficiently.
6.6 Personal information provided by the Participant will be accessed only by authorized individuals whose duties require them to have such access. If the Participant refuses to provide such information, their participation in the Hilo Program may be denied.
6.7 The Participant may access or amend their personal information by contacting the Hilo Program’s customer service department at 1 844 500-HILO (4456).
7.1 This Agreement shall be effective from as soon as the Participant agrees to these Terms and Conditions and the eligibility requirements in section 1 are met.
7.2 The Participant may terminate the Agreement or one of the Hilo Solutions at any time by contacting the Hilo Program customer service department.
7.3 Hydro-Québec may unilaterally terminate this Agreement by advising the Participant in writing at least sixty (60) days in advance. However, the length of such advance notice will be reduced to fifteen (15) days should Hydro-Québec terminate the Agreement for any of the following reasons:
7.3.1 The Participant declines to take part in more than ten (10) Peak Demand Events in the course of a given Winter Period.
7.3.2 The Participant fails to meet any of their eligibility requirements or undertakings as set out in this Agreement. 7.3.3 The Participant withdraws their consent to the terms set out in sections 6.3 to 6.7 of the Agreement concerning their personal information.
7.3.4 The Participant moves house or dies, with no solution in place in accordance with section 8 of the Agreement (Moving and Transfer of the Agreement).
7.4 Hydro-Québec may end this Agreement unilaterally without sending a prior notice to the Participant in any of the following cases:
7.4.1 Hydro-Québec is required to take immediate measures to protect its system or the system of one of its partners.
7.4.2 The Participant misuses the Hilo Program, including the Connected Devices and customer service, or manipulates the Hilo Program or the Dwelling in such a way as to alter, rig or tamper with the Dwelling’s electricity consumption or electricity metering.
7.4.3 The Participant uses the Hilo Program, including the Connected Devices, in an illegal manner or contrary to the applicable regulations.
7.5 In the event of termination, the features of the Hilo App will be deactivated.
7.6 If the Participant terminates the Agreement, Hydro-Québec reserves the right to refuse their re-enrollment in the Hilo Program for the same electricity account for a period of 52 weeks following the termination made in accordance with section 7.2.
8.1 Should the Participant move, they must advise the Hilo Program’s customer service at least thirty (30) days before the scheduled moving date. Subject to the above, Hydro-Québec may, but is under no obligation to, propose solutions to the Participant to prevent termination of the Agreement, such as the transfer of the Agreement. The Participant alone is responsible to Hydro-Québec for all obligations under this Agreement until the solution proposed by Hydro-Québec and accepted by the Participant has been fully implemented in accordance with Hydro-Québec’s instructions.
8.2 The Participant may not transfer this Agreement to a third party without first notifying Hydro-Québec.
8.3 In the event of the Participant’s death, the Agreement may only be transferred to a third party living at the same address, subject to Hydro-Québec’s consent and upon presentation of the necessary supporting documents.
8.4 The Participant may be charged a processing fee of fifty dollars ($50), plus applicable Taxes, for the solution agreed to with Hydro-Québec.
9.1 Subject to applicable legislation and to section 9.2, Hydro-Québec reserves the right to unilaterally amend any provision of this Agreement from time to time.
9.2 In the event of any amendment to the provisions of this Agreement, Hydro-Québec will provide the Participant with a written notice sixty (60) days before the amendments take effect, using reasonable means to draw the Participant’s attention to the amendments. The notice will clearly indicate the proposed amendments and the date on which they are scheduled to come into effect. The Participant will have the option to refuse the amendments that increase the Participant’s obligations or reduce Hydro-Québec’s obligations, and to terminate the Agreement by providing written notice to Hydro-Québec no later than (30) days after the amendments come into effect. If the Participant does not provide a notice of refusal within the specified timeframe, the Participant will be considered to have accepted the amendments in their entirety.
Capitalized terms and expressions are defined in the Glossary.
To purchase Connected Devices, Participant must:
Order confirmation
1.1 Confirmation of receipt of the order by Hilo is not a confirmation of the sale of the Connected Devices covered by the order. Hilo cannot guarantee that the Connected Devices advertised on its Website or by the customer service department will be available at the time the order is placed or afterward.
1.2 Hilo reserves the right to cancel an order and not process it, including after an order has been accepted, including if the Connected Devices have not been installed in the Participant’s Dwelling within forty-five (45) days following placement of the order for reasons not attributable to Hilo. In this case, Hilo will notify the Participant that the order has been cancelled and that no amount will be charged or that a refund will be granted, as applicable.
1.3 Hilo may require additional information from the Participant before processing an order.
Changes to an order
1.4 A Participant who wishes to change an order before the scheduled installation date or shipping date must contact the Hilo Program’s customer service department. Hilo reserves the right to refuse the Participant’s change request.
Order cancellation
1.5 A Participant may cancel an order at no charge up to two (2) business days before the scheduled installation time or shipping date.
1.6 If the Participant cancels the order less than two (2) business days before the scheduled installation time or at the time of installation, the Participant will be charged the lower of the following amounts to cover the Installer’s administration fees: fifty dollars ($50) or an amount equal to a maximum of ten percent (10%) of the price of the services set out in these Terms and Conditions of Sale and Installation, plus applicable Taxes.
2.1 Unless otherwise indicated, prices for the Connected Devices shown on the Website do not include applicable sales Taxes or shipping and handling charges, if any. The price, Taxes and related charges, if any, will be clearly indicated in the shopping cart on the Website or, for orders placed by telephone, by the Hilo Program’s customer service agent, before the transaction is concluded. The Participant will receive an email confirmation following the transaction. After installation, an invoice itemizing the prices, Taxes and applicable charges to be paid, if any, will be emailed to the Participant. This order confirmation and invoice are an integral part of the Terms and Conditions of Sale and Installation. The Participant must pay all costs indicated in the invoice.
3.1 Payments must be made by credit card (Visa or Mastercard) or any other means occasionally authorized by Hilo.
3.2 Credit card purchases must be made through the Moneris secure online payment system in accordance with its terms of use. Payments made by credit card are subject to the approval of the financial institution that issued the credit card.
3.3 In all cases, the Participant has sole responsibility for the actual payment of the Connected Devices purchased for the Dwelling.
3.4 The Participant undertakes at all times to pay all amounts due to Hilo. Hilo reserves the right to institute applicable legal proceedings to recover any outstanding amounts owed by the Participant.
4.1 Eligibility The number of Connected Devices purchased from Hilo that are eligible for the Credit is limited per address to the number specified here.
4.2 Calculation. At the time of purchasing Connected Devices from Hilo, provided the quantity specified in paragraph 4.1 is respected, the Participant may be granted a Credit by Hilo, which is calculated as follows: the total value of the current sales price of the Connected Devices required for the Hilo Program, minus (–) the amount invoiced to the Participant, before Taxes and before any additional discounts granted during a temporary promotion at the time of purchase (if applicable).
4.3 Credit balance. The Credit is fully assumed by Hilo as follows: The Credit balance decreases according to an equal monthly reduction over a period of twelve (12) months from the date of installation of the Connected Devices. The Credit balance is updated in the Participant’s account. The Participant can obtain their Credit balance by contacting the Hilo Program’s customer service department.
4.4 Payment of Credit balance by Participant. If (i) the Hilo Program Agreement is terminated by the Participant or Hydro-Québec as a result of a default by Participant; (ii) the Participant is in default under these Terms and Conditions of Sale and Installation; or (iii) the Participant disables automation of the Hilo Setpoints during 10 or more Peak Demand Events per Winter Period during the first 12 months following the date of installation of the Connected Devices, or if Participant declines to participate, payment of the Credit balance by the Participant shall become immediately due and payable on the effective date of termination of the Hilo Program Agreement or 30 days following the sending of a notice of default that has not been remedied by the Participant, as applicable.
5.1 In the event that the Installer is designated by a third party affiliated with the Hilo Program, it is the Participant’s responsibility to be aware of the terms and conditions related to the installation carried out by such a third party. It is also the Participant’s responsibility to accept such terms and conditions if the Participant is in agreement with them.
5.2 Upon confirmation of the order, an installation appointment will be arranged by the Designated Representative or by the customer on the Website. In some exceptional cases, Hilo will contact the Participant to schedule installation of the Connected Devices.
5.3 In all situations, if a Connected Device cannot be installed on the scheduled installation date for reasons beyond Hilo’s control or that of its representative, that Connected Device will be removed from the order. The amount to be paid will be updated in the invoice to reflect only the Connected Devices actually installed.
5.4 In all situations, if, at the Participant’s request, an additional Connected Device must be installed on the scheduled installation date, this Connected Device will be added to the order. The amount to be paid will be updated in the invoice to reflect only the Connected Devices actually installed. Notwithstanding the above, Hilo reserves the right to refuse an addition.
5.5 All Hilo brand Connected Devices purchased by the Participant that require an electrical or plumbing connection must be delivered and installed by an Installer. The Installer will collect all Connected Devices that have not been installed, and under no circumstances will such a Connected Device be left with the Participant or in the Dwelling.
5.6 Hilo will not be required to install the Connected Devices and may charge the Participant one hundred and fifty dollars ($150), plus applicable Taxes, to cover the Installer’s travel costs if the Installer observes any of the following (as applicable) upon arriving at the Dwelling:
5.6.1 The Dwelling’s physical features or electrical or plumbing installations do not allow for the safe installation of the Connected Devices or are difficult to access.
5.6.2 The Dwelling’s physical features or electrical or plumbing installations must be modified to enable installation of the Connected Devices in keeping with industry practices and their intended use, and in compliance with all applicable laws and regulations.
5.6.3 The Dwelling’s electric water heater, heating devices and electrical outlets have not been installed, or are not functional or accessible.
5.6.4 The Dwelling’s heating and electric circuits are not supplied from the electrical panel.
5.6.5 The devices supplying water to the Dwelling and the water heater have not been installed or are not functional or accessible.
5.6.6 The electric water heater is hard to access or is located in a small space or in a crawl space.
5.6.7 The Participant or the Dwelling does not meet the conditions of the Terms and Conditions of Sale and Installation.
Participant’s presence during installation
5.7 The presence of the Participant or their Designated Representative is required during installation of the Connected Devices when performed by an Installer designated by Hilo.
5.8 The Participant or their Designated Representative must be in possession of the smart mobile device that will be used to control the Connected Devices.
5.9 Hilo will not install any Connected Devices in any of the following situations:
5.9.1 The Participant is absent and has no Designated Representative.
5.9.2 The Participant or their Designated Representative does not have a smart mobile device, or the smart mobile device is uncharged or is not functional.
5.9.3 The Hilo App has not been downloaded to the smart mobile device or, if downloaded, is not functional.
5.10 In any of these situations, the purchase of the Connected Devices will be honoured, but installation will be postponed and the Participant may be charged fifty dollars ($50), plus applicable Taxes, to cover the Installer’s travel costs. Hilo may also invoice the Participant for the cost of any additional installation services provided and work performed.
5.11 The Participant authorizes Hilo or any person duly authorized by Hilo to enter the Dwelling on the days and at the times agreed upon to test or make improvements to the Connected Devices, and to install, replace, repair, modify or remove the Connected Devices. In the event that the Installer cannot access the Dwelling or the Connected Devices, the Participant may be charged fifty dollars ($50), plus applicable Taxes, to cover the Installer’s travel costs.
5.12 The Installer and the Participant undertake to comply with all applicable measures and guidelines from the Direction générale de la santé publique during installation and any subsequent visits.
Minor work, liability and warranties
5.13 Installation of the Connected Devices requires minor work such as drilling holes and placing screws. Hilo will not carry out any restoration work after installing the Connected Devices. However, when the installation is done by Hilo, Hilo will repair any damage that may be caused by the Installer’s fault or negligence during installation of the Connected Devices. If the Participant does not own the premises where the Hilo Solutions and Connected Devices must be installed, the Participant confirms that they have obtained the landlord’s prior consent concerning installation of the Hilo Solutions and Connected Devices.
6.1 Hilo brand Connected Devices, Smart Home Hub and products distributed by Hilo or indirectly through a third party affiliated with the Hilo Program are warranted for three (3) years against manufacturing defects as follows:
In addition, if the Connected Devices or the Smart Home Hub are installed by Hilo, they are warranted for one (1) year against installation defects starting on the installation date. The manufacturer’s warranty on Hilo brand Connected Devices or on the Smart Home Hub does not apply if the equipment breaks or is defective for any of the following reasons:
6.1.1 An accident.
6.1.2 An event of force majeure.
6.1.3 Modification of a Connected Device or the Smart Home Hub without Hilo’s authorization.
6.1.4 Improper use or abuse of the Connected Device or the Smart Home Hub.
6.2 Non-Hilo brand Connected Devices and products distributed by Hilo directly or indirectly through a third party affiliated with the Hilo Program are covered by the Connected Device manufacturer’s warranty. The Participant must consult the user guide or technical specifications for these Connected Devices or products, which can be found on the Website. In addition, if these Connected Devices are installed by Hilo, they are warranted for one (1) year against installation defects starting on the installation date.
6.3 Hilo offers no warranty for Connected Devices purchased from third parties that are not (i) Hilo brand devices or (ii) distributed directly by Hilo or indirectly by a third party affiliated with the Hilo Program. The Participant must consult the user guide or technical specifications for these Connected Devices or products sold by third parties.
6.4 Hilo offers no best-price warranty for Connected Devices sold by Hilo or for installation fees.
6.5 The Participant must ensure that the Connected Devices and the Smart Home Hub (including the water heater) meet all applicable operating requirements, including requirements stipulated in the user manuals, technical specifications, standards, codes and applicable laws (municipal and other). The Participant assumes all liability resulting from non-compliance with requirements that apply to the use of the Connected Devices by the Participant or by a third party. The Participant undertakes to inform Hilo as soon as possible of any problem or malfunction related to the Hilo brand Connected Devices.
6.6 Only the following Connected Devices are used: (i) Hilo brand Connected Devices or (ii) non-Hilo brand Connected Devices that are approved by Hydro-Québec, displayed as such on the Website, and compatible with the Smart Home Hub, if required, and the Hilo App More specifically, Hydro-Québec and Hilo do not guarantee the good working order of non-Hilo brand Connected Devices that have not been approved by Hydro-Québec (and displayed as such on the Website), or their compatibility, with the Hilo Smart Home Hub and Hilo App. As a result, at Hydro-Québec’s request, the Participant must delete and disconnect any other device from the Hilo Smart Home Hub and Hilo App to ensure the proper functioning of the Hilo Program. Non-Hilo brand Connected Devices that are compatible with the Hilo Program are subject to change without notice.
6.7 Hilo is not required to provide replacement parts or repair services after the warranty period expires or at any time if the Participant does not comply with section 6.5 of these Terms and Conditions of Sale and Installation. In addition, Hilo provides technical support only for the Hilo Smart Home Hub and Connected Devices distributed directly by Hilo or indirectly through a third party affiliated with the Hilo Program. Throughout the term of the installation warranty, Hilo may repair or provide for the repair of the Smart Home Hub and the Connected Devices covered by the warranty, or may replace them at its discretion. This technical support service is included in the installation warranty, except in the following situations:
6.7.1 The problem was caused by the fault of the Participant or the Participant did not inform Hilo of the problem.
6.7.2 The problem was caused by the Participant’s improper use of the Hilo Program, a Connected Device or the Smart Home Hub.
6.7.3 The problem was caused by equipment not covered by the warranty described in section 6.1, for example, a defective device located in the Participant’s home.
6.7.4 The problem was caused by a failure in the Participant’s electrical system, e.g., a circuit breaker that is off or defective, an electrical wire that has been cut, etc.
6.7.5. The Participant used a third party not authorized by Hilo to repair the Connected Devices or the Smart Home Hub. For greater clarity, the Participant agrees to use solely the technical support provided by Hilo and/or its authorized subcontractors for any repair or intervention required as a result of a problem covered by the relevant warranty under this section. Any work performed by a third party not authorized by Hilo may void the warranty described in this section.
6.8 In all of the cases listed above, Hilo may charge the Participant one hundred and fifty dollars ($150) to cover travel costs for the expert assigned to this service call.
6.9 Hilo’s warranty on Hilo brand Connected Devices is not transferable by the Participant.
7.1 Hilo collects and uses personal information such as the Participant’s first and last names, address, telephone number, email address and actual electricity consumption and as well as the Participant’s use of the Connected Devices and voice assistants.
7.2 Hilo also uses the personal information held by Hydro-Québec concerning the Participant’s Hydro-Québec account, including the account number, status as the person responsible for the account and electricity rate associated with the account, as well as the smart meter location, compatibility and number, the home address, phone number, email address and type of home heating.
7.3 Hilo takes privacy very seriously and invites the Participant to read the policies below to find out more about the information collected, its intended use as well as practices regarding the protection of personal information
7.4 Hydro-Québec, Hilo and their service providers and partners may use, for research and development purposes, the personal information listed in the previous paragraphs, as well as the following: data concerning the status, operation and controls of the installed Connected Devices (including data from these Connected Devices); data and statistics concerning the Participant’s use of the Hilo App; and any answers, comments or other information provided by the Participant, including as part of an exchange with Hydro-Québec in relation to the Hilo Program.
7.5 Personal information provided by the Participant will be accessed only by authorized individuals whose duties require them to have such access.
7.6 The Participant may access or amend their personal information by contacting the Hilo Program’s customer service department at 1 844 500-HILO (4456).
7.7 The Participant understands that the personal information referred to in these Terms and Conditions of Sale and Installation will be handled by Hilo in accordance with the applicable legislation governing the protection of personal information.
Services Hilo Inc. holds a licence issued under the Building Act (R.B.Q. 5799-4220-01)
Capitalized terms and expressions are defined in the Glossary.
When referring to “financial assistance” described in this financial assistance program, Hydro-Québec may also use the word “bonus” which has the same meaning.
Hydro-Québec offers financial assistance following the pairing of your Connected Devices to the Hilo App provided that all requirements of the Agreement are met.
Financial assistance is indicated in the list of Connected Devices compatible with the Hilo Program and approved by Hydro-Québec.
The number of compatible Connected Devices at any single address that are eligible for financial assistance is limited and subject to the following categories:
|
Connected Device category |
Maximum number of compatible Connected Devices per address |
|
Smart line voltage thermostats (for baseboard heaters, convection heaters or in-floor heating) |
10 |
|
Low-voltage smart thermostats |
2 |
|
Electric water heater controller |
2 |
Participants must pair compatible Connected Devices with the Hilo App and accept the terms of the Hilo Program Agreement. Participants who pair at least one Connected Device that is compatible with the Hilo App will receive the applicable financial assistance via Interac e-transfer within three (3) months of Hydro-Québec’s acceptance of the Participant’s application. To receive this payment by cheque, the Participant must contact the Hilo Program’s customer service department.
Financial assistance will be paid only once per compatible Connected Device.
To be eligible for the financial assistance program, the Participant must:
2.1 Obtain or own at least one Connected Device that is compatible with the Hilo Program and approved by Hydro-Québec (Connected Devices sold by Hilo are not eligible for this financial assistance program).
2.2 Be eligible for the Hilo Program and respect the Agreement for a minimum of 12 months following acceptance to this financial assistance program.
2.3 Not disable the automation of Hilo Setpoints in anticipation of or during a Peak Demand Event more than 10 times during the first 12 months following acceptance to this financial assistance program.
2.4 Not have previously received financial assistance under the program for Connected Devices compatible with Hilo Program and approved by Hydro-Québec for which the financial assistance application is made.
2.5 Be responsible or jointly responsible for a Rate Flex D contract, either as a tenant or owner of the Dwelling, or a proxyholder for said contract. Also eligible is any customer who enrolled in the Hilo Program prior to August 8, 2025 and who is also signed up for the Winter Credit Option for Rate D residential customers, either as a tenant or owner of the Dwelling.
3.1 Participant’s undertakings and declarations
3.1.1 The Participant warrants that all information in their application for financial assistance, including all supporting documentation, is accurate.
3.1.2 The Participant agrees to send to Hydro-Québec any additional proof and documents requested by the latter attesting the presence of compatible Connected Devices properly installed and paired with the Hilo Program at the residence concerning which the application has been made.
3.1.3 Should any one of the following events occur:
In such cases, the Participant agrees to reimburse to Hydro-Québec the following percentage of financial assistance received under this financial assistance program:
|
Number of months following acceptance of the financial assistance program |
Percentage of financial assistance to be reimbursed (%) |
|
0-1 |
97.9 |
|
1-2 |
95.8 |
|
2-3 |
93.8 |
|
3-4 |
91.7 |
|
4-5 |
89.6 |
|
5-6 |
87.5 |
|
6-7 |
85.4 |
|
7-8 |
83.3 |
|
8-9 |
81.3 |
|
9-10 |
79.2 |
|
10-11 |
77.1 |
|
11-12 |
75.0 |
This amount will become immediately payable on the date on which the termination takes effect.
3.1.4 If the application for financial assistance is accepted, the Participant undertakes not to submit any other financial assistance applications to government agencies or Hydro-Québec regarding compatible Connected Devices for which financial assistance was granted.
3.1.5 The Participant agrees to reimburse Hydro-Québec for any amount of financial assistance received in excess due to a calculation error; if the eligibility criteria were not met; if the Participant made a false declaration; or if the Participant received financial assistance for which they were ineligible from a government agency, or from Hydro-Québec or one of its subsidiaries for the same equipment.
3.1.6 The Participant must ensure that the Connected Devices chosen are eligible and compatible with the Hilo Program. Hydro-Québec is not liable for the choice of Connected Devices it has not sold nor for any work undertaken to install them.
3.1.7 The Participant undertakes to comply with all laws and regulations applicable in Québec regarding the purchase and installation of compatible Connected Devices.
3.2 Hydro-Québec’s rights and limited liability
3.2.1 Hydro-Québec may end or amend the Hilo Service or this financial assistance program at any time without notice.
3.2.2 Hydro-Québec reserves the right to interpret the terms and conditions of the Hilo Service or this financial assistance program.
3.2.3 Hydro-Québec may refuse the Participant’s application for financial assistance or require reimbursement of the financial assistance received if the application does not meet the requirements of the Hilo Service or this financial assistance program, or if the Participant fails to comply with applicable laws and regulations in Québec. Hydro-Québec may also demand reimbursement of the financial assistance if the Participant received an amount in excess of that to which they were entitled; if they made a false declaration; or if they received financial assistance for which they were ineligible from another government agency or from Hydro-Québec or one of its subsidiaries for the same equipment.
3.2.4 Hydro-Québec may require the Participant to reimburse Hydro-Québec for the proportion of financial assistance provided pursuant to section 3.1.3 if the Hilo Service Agreement is terminated by the Participant or as a result of the Participant’s default, or if the Participant declines or withdraws from more than 10 Hilo Challenges per Winter Period during the first 12 months following acceptance of this financial assistance program. This amount will become immediately payable on the date on which the termination takes effect.
3.2.5 Hydro-Québec is not liable for any damage or harm resulting from the Hilo Service or this financial assistance program, nor from its participation in either of them, nor from any processing times that are longer than expected.
3.2.6 Hydro-Québec may require additional proof if the information received falls short of the requirements of this financial assistance program.
3.2.7 Hydro-Québec’s sole obligation consists in paying out the financial assistance it has approved in accordance with the requirements of this financial assistance program.
Hydro-Québec is subject to the Act respecting Access to documents held by public bodies and the Protection of personal information. The personal information Hydro-Québec collects from a Participant who applies for financial assistance is necessary to the exercise of its functions under the Hydro-Québec Act.
Personal information collected and used by Hydro-Québec includes the Participant’s first and last names, address, telephone number, email address and actual electricity consumption as well as their use of Connected Devices and voice assistants.
Hydro-Québec also uses the personal information it holds concerning the Participant’s Hydro-Québec account, including the account number, status as the person responsible for the account and electricity rate associated with the account as well as the communicating meter location, compatibility and number, home address, phone number, email address and type of home heating.
Hydro-Québec takes privacy very seriously and invites the Participant to read the policies below to find out more about the information collected, its intended use as well as practices regarding the protection of personal information:
Hydro-Québec, Hilo, their service providers or partners may, for research and development purposes, use the Participant’s personal information set out in the previous paragraphs as well as data concerning the status, operation and controls of the installed Connected Devices, including data from these Connected Devices, data and statistics concerning the Participant’s use of the Hilo App as well as answers, comments and other information provided by the Participant, including as part of any exchange with Hydro-Québec in the context of this financial assistance program.
Personal information provided by the Participant will be accessed only by authorized individuals whose duties require them to have such access. Should the Participant fail to provide this information, their application for financial assistance may be denied.
The Participant may access or amend their personal information by contacting the Hilo Program’s customer service department at 1 844 500-HILO (4456).
Connected Device
Any integrated or complementary computer device, equipment or hardware bearing the Hilo brand or another brand provided to the Participant and controlled using the Hilo App and Smart Home Hub.
Note: The Participant may obtain certain Connected Devices through a third party. In such cases, these devices must be compatible with the Hilo Program and approved by Hydro-Québec. The complete and detailed list of compatible Connected Devices is available on the Website.
Hilo App
Mobile app downloaded by the Participant onto a smart mobile device in order to control the Connected Devices.
Hilo Setpoint
An automated action, instruction or setting applicable to the Hilo Solutions available to the Participant and programmed by Hydro-Québec in anticipation of a Peak Demand Event or test.
Note: These setpoints include the temperature setpoints of connected thermostats, the activation and/or deactivation of an electric water heater’s load control device and the maximum power setpoint for a charging station.
Credit
Partial rebate calculated in accordance with section 4 of the Terms and Conditions of Sale and Installation, granted to the Participant under the Agreement.
Agreement
Terms and conditions pertaining to participation in the Hilo Program.
Peak Demand Event or Event
The sequence of peak hours indicated by Hydro-Québec in the Peak Demand Event notification sent to the customer in accordance with section 2.62 of Hydro-Québec’s Electricity Rates.
Outage Recovery Management
Energy function designed to gradually restore, with or without delay, the power consumption of the Connected Devices after a power outage, through an integrated algorithm.
Hilo
Legal person bearing the name Services Hilo inc.
Installer
A qualified electrician, qualified plumber, qualified refrigeration mechanic or other qualified person, as the case may be, pursuant to applicable laws.
Note: The installer shall designate the person responsible for the installation, either Hilo or a third party affiliated with it.
Dwelling
The home where the Hilo Program is installed.
Participant
Person registered for the Hilo Program.
Smart Home Hub
Interconnection equipment that centralizes and manages all Connected Devices in the Dwelling and that connects with Hydro-Québec’s communicating meter to obtain the Dwelling’s power demand at a specific moment.
Note: The Smart Home Hub must be compatible with the Hilo Program and may be provided by Hilo or a third party authorized by Hydro-Québec. Only one Smart Home Hub is required to access the Hilo Program.
Winter Period
Period from December 1 through March 31 of the next year, inclusive, as defined in Hydro-Québec’s Electricity Rates.
Hilo Program
A service provided by Hydro-Québec that allows a participant to monitor their electricity consumption, manage and monitor the Connected Devices and send Hilo Setpoints.
Note: To benefit from the Hilo Program, the Participant must have at least one Hilo Solution.
Designated Representative
Person authorized to represent the Participant during installation of the Connected Devices.
Website
Website describing the Hilo smart home service (hiloenergie.com).
Smart Solution for Heating
A Hydro-Québec home automation solution consisting of various Connected Devices, including thermostats, that manage the electricity consumption of a Dwelling’s heating system through the Smart Home Hub and the Hilo App.
Smart Solution for Water Heater
A home automation solution consisting of various Connected Devices, including load control devices and plumbing equipment, that control the energy consumption of a Dwelling’s electrical water heater to be managed through the Smart Home Hub and Hilo App.
Note: The Hilo Smart Solution for Water Heater does not include the electric water heater. The Participant must have a compatible water heater.
Smart Solution for Electric Vehicle Charging
A home automation solution designed to transmit Hilo Setpoints to a remote charging station or electric vehicle.
Note: The Smart Solution for Electric Vehicle Charging does not include the charging station or vehicle. The participant must have a compatible charging station or vehicle.
Hilo Solution
The Smart Solution for Heating, Water Heater or Electric Vehicle Charging, or any combination thereof.
Taxes
Consumption taxes, i.e., the Goods and Services Tax (GST) and the Québec Sales Tax (QST).