Price adjustment policy

Customers who placed an order for connected devices or who paired their devices with the Hilo smart home hub may request a price adjustment from Hilo’s customer services, subject to the following conditions.

1. Confirmed order

An order for Hilo connected devices is confirmed when it is placed by the customer. The devices have not yet been installed in the customer’s home.

A price adjustment* will be granted when:

• a lower price is in effect at the time the customer requests the adjustment; and
• the request is submitted to Hilo customer services no later than the date on which the connected devices are installed.

2. Devices paired with a Hilo smart home hub

Connected devices are paired with a Hilo smart home hub once they have been installed in the customer’s home.

A price adjustment* will be granted if a lower price was in effect when the customer placed the order.

The price adjustment request may be submitted up to 14 days after the connected devices are installed.

3. Information

To request a price adjustment*, customers must get in touch with Hilo customer services:

• By phone at 438 289-4456 (HILO) or 1 844 500-4456 (toll-free), Monday to Friday, 8 a.m. to 8 p.m., Saturday and Sunday, 9 a.m. to 5 p.m.
• By email at serviceclient@hiloenergie.com

*The price adjustment applies only to the listed price, before taxes.