eufy Basic Plan Monthly Subscription Service Agreement

Article 1 — Parties and Nature of the Agreement

1.1 Parties to the Agreement

This Agreement is entered into by Anker Innovations Australia Pty Ltd., trading as eufy (“we”, “us”, “our”, or “eufy”), and the individual consumer subscribing to the Basic Plan software service (“you”, “your”, or “Subscriber”).

1.2 Scope of Agreement

This Agreement exclusively governs the software services included in the Basic Plan provided via our direct-to-consumer (DTC) channels. It does not govern the sale or lease of your hardware products. The software services are classified as “services” under the ACL.

1.3 Updates and Variations

We reserve the right to amend this Agreement from time to time for reasonable commercial, operational, legal, or technical purposes (e.g., complying with regulatory changes, enhancing security, or introducing new features).

For any material changes, we will provide you with at least seven (7) days’ advance notice via email (sent to the address registered with your eufy account).

If you do not accept the modifications, you have the right to cancel your subscription and terminate this Agreement before the changes take effect. In such cases, you will receive a pro-rata refund for any prepaid but unused services. Your continued use of the Service after the effective date of the changes constitutes your acceptance of the revised Agreement.

1.4 Acceptance

By activating or using any feature of the Basic Plan, you acknowledge that you have read, understood, and agreed to be bound by the latest version of this Agreement.

Article 2 — Service Description and Limitations

2.1 Purpose

The Basic Plan is designed to enhance your home security and smart monitoring experience by integrating a suite of practical software features.

2.2 Included Features

The Basic Plan includes the following features:

1. eufy Expert GPT Assistant: An AI-driven virtual assistant providing intelligent insights, FAQs, and home security analysis (see Article 7).
2. 3D Home Model: A feature that maps your home environment using 3D modeling, digital avatars, and real-time interaction (see Article 8).
3. 4G Cellular Backup (Dual SIM Support): Ensures continuous monitoring via a cellular network if your primary Wi-Fi connection drops. This feature supports both a built-in SIM and a Bring Your Own local IoT SIM. It is disabled by default and requires manual activation in the App (see Article 9).
4. Security Assistant: Allows natural language or voice interaction with the GPT Assistant for personalized security support (see Article 10).
5. Smart Search: Enables you to locate specific video footage using text-based descriptions (see Article 11).
6. Cloud Video Storage: Provides remote cloud storage for video footage captured by compatible eufy devices, facilitating efficient video management and playback (see Article 12).

2.3 Activation Requirements

To access the Basic Plan, you must: (i) subscribe to the Basic Plan via the eufy App; and (ii) successfully pair the service with a compatible HomeBase Professional S1. The service is only activated upon successful pairing and confirmation.

2.4 Important Notice Regarding 4G Cellular Backup

1. Not for Emergencies: This Service cannot be used to connect to medical life-support devices, nor can it be used to dial 000 (the Australian emergency number) or access other emergency services.
2. The built-in SIM card is provided by our third-party partner, EIOTCLUB. If you elect to use a Bring Your Own Australian local IoT SIM, you are solely responsible for any associated data costs. eufy assumes no liability for the network coverage, service quality, or billing matters related to Bring Your Own SIM cards.

Article 3 — Subscription Terms and Payment

3.1 Subscription Cycle and Pricing

The Basic Plan operates a monthly subscription model:

• Subscription Cycle: Automatically renews monthly and can be cancelled at any time. The price is locked in for your current billing cycle. We will only implement price adjustments at the point of renewal, subject to the notice requirements in Article 3.3.
• Monthly Fee: AUD $14.99/month. (All displayed prices are GST inclusive.)
• Payment Method: Fees will be automatically deducted via your nominated payment method.
• No Hidden Fees: We do not charge any setup or activation fees.

3.2 Auto-Renewal and Notification

We are committed to transparent billing. At least seven (7) days before the end of your current billing cycle (prior to the next automatic deduction), we will email you a renewal reminder. This notice will clearly state the upcoming charge amount and include a direct link to manage or cancel your subscription.

3.3 Service Modifications and Price Adjustments

We may modify, suspend, or discontinue certain features of the service for compliance, security, or operational enhancement purposes.

If we unilaterally increase the subscription price or materially degrade the core functionality of the Service, we will notify you at least fourteen (14) days in advance via email. If you reject the changes, you may terminate this Agreement penalty-free prior to the changes taking effect, and receive a pro-rata refund for any prepaid but unused services.

3.4 Account Eligibility

You must maintain an active eufy account and meet all applicable age and legal eligibility requirements to subscribe to the Service.

3.5 Free Trials

We may occasionally offer one-month free trial periods. If you register for a free trial, your paid subscription will automatically commence, and your nominated payment method will be charged the standard monthly fee at the end of the free trial period, unless you cancel your subscription prior to the expiration of the free trial. To ensure transparency, we will notify you via email at least seven (7) days before your free trial expires. You can easily cancel at any time via the eufy App (App Sidebar → Services → Basic Plan → Plan & Billing → Cancel). Specific durations and conditions of any free trial will be disclosed on the relevant listing or checkout page.

Article 4 — Cancellation and Termination

4.1 Canceling Auto-Renewal

1. How to Cancel: You can cancel your auto-renewal at any time via the eufy App (App Sidebar → Services → Basic Plan → Plan & Billing → Cancel). We have designed the cancellation process to be just as straightforward as subscribing.
2. Consequences of Cancellation: Unless you are eligible for the “7-Day Refund Guarantee” (see Article 6.2(a)) or a statutory refund under the ACL, your subscription will remain active until the end of your current billing cycle following cancellation. You will retain access to all Basic Plan features during this time. At the end of the cycle, your subscription will not renew, and the Service will be deactivated.

4.2 Processing of Refunds

Eligible refunds will be returned to your original payment method within fourteen (14) business days following confirmation of cancellation.

Article 5 — Data Usage Transparency (4G Cellular Backup)

1. Built-in SIM Provider: The built-in SIM is operated by EIOTCLUB. By activating it, you enter into a direct service relationship with EIOTCLUB. For specific terms of service, please refer to the International 4G Data Usage Agreement.
2. Complimentary Data: eufy provides a one-time, complimentary allocation of 400MB of data, available upon activating the 4G Cellular Backup feature. You can monitor your usage in real-time via the eufy App.
3. Additional Data Purchase: Once the complimentary 400MB is depleted, you will need to purchase additional data packages directly from EIOTCLUB.
4. Bring Your Own SIM: If you use a Bring Your Own local IoT SIM, all data charges are strictly between you and your chosen telecommunications provider.

Article 6 — Cancellation and Refund Policy

6.1 Australian Consumer Law (ACL) Guarantees

Our services come with guarantees that cannot be excluded under the ACL. For major failures with the service, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

6.2 Commercial Refund Policy

In addition to your statutory rights under the ACL, we offer the following commercial refund policy for cancellations due to a “change of mind”:

1. First-Time Paid Subscriber 7-Day Cooling-off Period: If you are a new user subscribing to the Basic Plan for the first time, and you cancel within the first seven (7) days of your initial paid subscription taking effect (i.e., within 7 days after your first actual payment is successfully processed, whether immediately upon subscribing or following a free trial), we will fully refund your first month’s fee. As an added courtesy, you will retain access to the Service until the end of that first paid billing cycle.
2. Cancellations After 7 Days or Renewals: If you cancel after the initial 7-day period, or during any subsequent auto-renewal cycle, we do not offer pro-rata refunds for “change of mind”. Your cancellation will take effect at the end of the current billing cycle, and you will not be billed further.

Note: This commercial policy does not limit your right to seek a refund for a major failure under the ACL.

How to Cancel:

1. Via the eufy App (App Sidebar → Services → Basic Plan → Plan & Billing → Cancel); or
2. By emailing eufy Customer Support at support.expert@eufy.com.

6.3 Data Loss Upon Deactivation

Once your cancellation takes effect at the end of the billing cycle, all Basic Plan features will be disabled. Video data stored in the eufy Cloud will be subject to deletion upon deactivation. We strongly recommend that you download and back up any critical footage to a local device prior to your subscription ending (see Article 12.6).

Article 7 — eufy Expert GPT Assistant

7.1 Service Description

The eufy Expert GPT Assistant is an AI-powered tool designed to deliver contextual home security insights and support.

7.2 Data Usage and Privacy

The GPT Assistant processes your inputs to generate responses and insights. We collect data solely to:

1. Deliver and optimize the real-time response quality of the GPT Assistant; and
2. Improve product performance in accordance with our Privacy Policy (which does not involve using your personal data to train AI models).

We will not sell your personal data or use it for advertising. We will not use your personal data to train overarching AI models without obtaining your explicit, separate consent.

7.3 Disclaimers

Given the nature of artificial intelligence, the GPT Assistant may occasionally produce inaccurate or incomplete information. You acknowledge that outputs are for general informational purposes and must not be relied upon for critical legal, medical, or emergency security decisions. eufy will, however, provide this feature with due care and skill as required by law.

Article 8 — 3D Home Model

8.1 Service Description

This feature provides a visual and interactive interface to help you map and manage your smart home environment.

8.2 Data Handling

User-supplied data remains under your control and is processed in accordance with our Privacy Policy solely to render the 3D models and operate alert services.

8.3 Acknowledgement

The 3D Home Model is a supplementary visualization tool intended for entertainment and general informational purposes. eufy does not guarantee millimeter-accurate spatial modeling, and this tool should not be used as a substitute for official structural assessments or emergency systems.

Article 9 — 4G Cellular Backup (Dual SIM Mode)

9.1 Service Description

This Service provides network redundancy if your home internet fails. It supports a Dual SIM setup, allowing you to utilize either the pre-installed SIM or a Bring Your Own local IoT SIM. It is disabled by default and requires manual activation in the App.

9.2 Dual SIM Configuration

9.3 Usage Restrictions

You agree not to use the 4G Cellular Backup service to:

1. connect life-support or critical medical equipment;
2. dial 000 or equivalent emergency services;
3. transmit data during outdoor aerial drone flights; or
4. configure a static IP address.

9.4 Disclaimer

Subject to your non-excludable rights under the ACL, and to the maximum extent permitted by law, eufy and its service providers assume no liability for the following:

1. Interruptions, delays, or failures in data transmission caused by factors beyond our reasonable control (e.g., telecommunication provider network outages or force majeure events);
2. Any use of this Service for emergency calls, or as a substitute for dedicated security or life-support equipment;
3. Variations in Service performance dependent on telecommunication providers’ coverage, network conditions, and environmental factors;
4. Any connection issues, service quality problems, or billing disputes under the Bring Your Own SIM card mode.

Article 10 — Security Assistant

10.1 Service Description

The Security Assistant feature allows you to interact with the GPT Assistant via natural language or voice to obtain personalized home security assistance information and insights.

10.2 Data Processing

The Security Assistant generates security reports based on your device records and sensor data. All data processing is conducted in strict compliance with our Privacy Policy. Such data is used exclusively for generating reports and improving service quality.

10.3 Usage Instructions

You can view daily security information via the eufy App and engage in interactive Q&A with the GPT Assistant to gain a deeper understanding of your home security status.

Article 11 — Smart Search

11.1 Service Description

The Smart Search feature allows you to quickly locate specific video clips using natural language text descriptions, such as “person in a red shirt”.

11.2 Search Technology

Smart Search utilizes AI visual recognition and natural language processing technologies to analyze video content and match your search descriptions. Search accuracy depends on video quality, lighting conditions, and the specificity of the description.

11.3 Data Privacy

Search requests and video analysis are conducted in compliance with our Privacy Policy. Your search history may be used to improve the search algorithm but will not be shared with third parties.

Article 12 — Cloud Video Storage

12.1 Service Description

The Cloud Storage Service provides remote server space for your video data. eufy acts strictly as a hosting provider: we do not publish, edit, or modify the content you capture.

12.2 Storage Location

Your data is stored based on the storage location selected at purchase. Changing your storage location will only route new uploads to the new location; historical data remains in its original storage location.

12.3 Service Dependencies

The normal use of this service depends on: (a) your network environment; (b) your correct configuration of the eufy App or client; (c) your eufy devices being in proper working condition. eufy shall not be liable, except as expressly provided by law, if the service becomes unavailable due to the failure to meet the above conditions.

12.4 Acceptable Use

The Service is strictly for lawful, non-commercial use. eufy only provides the cloud storage service, has no control over the content you capture or save using the service, and cannot guarantee the legality, correctness, completeness, or authenticity of user content. If eufy reasonably suspects that your use violates applicable laws (e.g., illegal surveillance), we reserve the right to notify you, suspend access, and remove the infringing content, subject to our legal obligations.

12.5 Advanced Data Protection

We will adopt necessary technical measures in accordance with industry standards to protect the information and data you provide during the subscription and use of this service. For specific information security mechanisms, please refer to the eufy Privacy Policy.

If you enable Advanced Data Protection, your cloud videos are encrypted using a password known only to you. If you lose this password, eufy cannot recover it, and your encrypted footage will be permanently inaccessible.

12.6 Service Interruption

1. We may occasionally perform necessary platform maintenance. Where practical, we will provide advance notice via email or the eufy App.
2. In the event we permanently discontinue the Cloud Storage Service, we will provide you with a pro-rata refund for unused fees and grant a minimum seven (7) day grace period to download your data before deletion.

12.7 Limitation of Liability

To the maximum extent permitted by applicable law, and subject to the non-excludable consumer guarantees under the ACL, if our breach of contract does not amount to a major failure under the ACL, our liability is limited to (at our election): (a) supplying the services again; or (b) the payment of the cost of having the services supplied again.

This clause does not limit your statutory rights under the ACL in the event of a major failure with the service. To the extent permitted by law, we assume no liability for interruptions, delays, or failures in data transmission caused by factors beyond our reasonable control (such as third-party communication network failures).

This service must not be used for emergency calls. Service performance depends on provider coverage, network conditions, and environmental factors.

For specific features, storage duration, and storage capacity of the Cloud Storage Service, please refer to the actual information displayed within the eufy App.

12.8 Important Notice: 14-Day Rolling Cloud Storage Limit

The Basic Plan operates on a “Rolling 14-Day Storage” mechanism. The system retains a maximum of 14 days of footage. On day 15, the system automatically overwrites day 1’s footage.

Warning: We strongly urge you to regularly download important video clips to your personal device. Once footage is overwritten by the rolling cycle, or deleted following the cancellation of your subscription, the data is permanently destroyed and cannot be recovered.

Article 13 — Disclaimers and Limitations of Liability

13.1 ACL Guarantee

Nothing in this Agreement is intended to exclude, restrict, or modify any non-excludable right or remedy you have under the ACL.

13.2 General Limitation

Subject to your non-excludable rights under the ACL:

1. Our liability for interruptions caused by Force Majeure Events is limited to providing a pro-rata refund for the duration of the outage; and
2. Where our breach of this Agreement does not constitute a “major failure” under the ACL, our liability is limited, at our discretion, to either: (i) resupplying the relevant service; or (ii) paying the cost of having the service resupplied.

Article 14 — Dispute Resolution

If a dispute arises, we encourage you to contact us first at support.expert@eufy.com detailing your concern. Both parties agree to negotiate in good faith for thirty (30) days to resolve the matter informally before commencing formal legal proceedings. This does not prevent either party from seeking urgent interlocutory relief from a court, nor does it limit your statutory rights to lodge a complaint with fair trading authorities.

Article 15 — Governing Law and Jurisdiction

This Agreement is governed by the laws of the State of Victoria, Australia. Disputes are subject to the non-exclusive jurisdiction of the courts of Victoria.

Article 16 — Miscellaneous

16.1 Severability

If any part of this Agreement is held invalid, the remainder remains in full effect.

16.2 Entire Agreement

This Agreement constitutes the entire understanding between you and eufy regarding the Basic Plan and supersedes all prior communications or agreements related thereto.

16.3 No Waiver

eufy’s failure to enforce any right or provision of this Agreement does not constitute a waiver of such right or provision.

16.4 Assignment

You may not assign this Agreement without our written consent. However, we will not unreasonably withhold consent if you are relocating or transferring ownership of the installed property. We may assign this Agreement for corporate restructuring purposes, provided it does not materially prejudice your rights or degrade your service quality.

Article 17 — Contact Information