Terms and Conditions (FloProtect)

Terms and Conditions (FloProtect)

Moen Incorporated (successor in interest to Flo Technologies, Inc.)  (collectively, “Moen” or the “Company”) is pleased to offer users who have purchased a Product and had a Product installed at their residence or property the opportunity to obtain supplemental features in connection with their use of such Product via an elective subscription (“FloProtect” or “FP”). 

“Product” means a Moen Flo Smart Water Monitor & Shutoff device manufactured by Moen also known as “Flo”.

FP Features.  Users can voluntarily elect to activate a FP subscription by purchasing such subscription through the Moen mobile application or at www.user.meetflo.com. For a monthly fee, users will receive additional features and benefits beyond the standard services included with the Product. 

A FloProtect subscription currently includes the following benefits: 

1.       FloProtect Extended Product Limited Warranty. FloProtect provides users with an extended limited warranty ending on the date that is five (5) years from the date their Product was installed and activated (the “Extended Warranty Period”); provided the user has: (a) activated a FP subscription prior to the one-year anniversary of the date the Product was purchased in-store or, if purchased online, the date of delivery  (such period, the “Standard Warranty Period”); and (b) Such user maintains an FP subscription in good standing throughout the Extended Warranty Period, and there are no lapses in user’s timely payment for their FloProtect subscription. The extended product limited warranty is subject to the same terms, conditions, benefits and limitations set forth in the standard limited product warranty for the Product, which can be found at www.moen.com and are incorporated by reference.

2.       Performance Guarantee. In the event the FP user sustains catastrophic water damage in their home directly attributable to a failure of the user’s Product, the Company will reimburse a user  for up to five thousand dollars ($5,000.00) paid by the user for their homeowner’s insurance deductible for claims filed by the user, accepted by their insurance company and closed by their insurance company. A user is only eligible for the performance guarantee  if (a) the catastrophic water damage is determined, in Moen’s sole evaluation, to be attributable to an event for which the Product is designed to prevent, such as pipe burst, pipe leaks, and pipe failures; (b) the user’s Product was properly installed, connected to WI-FI and active at the time of failure; (c) the Product failed to notify the user and/or shut off the user’s water in accordance with the user’s settings in the Flo or Moen application; and (d) the user provides proof of filing an insurance claim, proof that the user’s insurance company accepted the claim, proof of repair expenses and final insurance claim disposition, including documentation on the user’s deductible responsibility under their homeowner’s insurance policy and proof of payment of the deductible for which the user is seeking reimbursement, (e) the user is current on payments for Flo Protect at the time of the water event, (f) the damage did not occur during the initial start-up “learning mode” period. The Product is designed to limit water damage but is not designed to prevent pipe bursts, pipe leaks or pipe failures. If the user turns off the automatic valve shut-off feature for their Product, the user will not be eligible for the performance guarantee benefit unless the Product failed to notify the user of the relevant event. If the user was notified but did not manually shut off his/her water valve, the user will not be eligible for the performance guarantee benefit. This benefit does not apply to water damage to a user’s home caused by rain, floods, storms and other acts of nature.

For clarity, in the event a user signs up for FloProtect after the Standard Warranty Period lapses, such user will not be eligible to receive the Extended Product Limited Warranty benefit of FP, other than through an Authorized Re-Certification Process; the other FP Features remain available so long as the Product is fully operational.

FP terms, features and benefits include:

Subscription Billing.  The monthly fees paid for FP subscriptions are non-refundable, regardless of whether the subscription is terminated prior to the end of the then-current billing period. 

FloProtect is a Product warranty provided by the Company and is not insurance.  FloProtect does not provide reimbursement for all instances of water damage to a user’s home.

The Product may be configured with different settings and sensitivities through the Moen or Flo mobile applications. A user’s settings may affect the performance of the Product, and Moen disclaims any responsibility if the Product performed according to the user’s settings. The Product ships with default settings, and the user is responsible for reviewing the Installation Guide to determine if the default settings are appropriate for the user’s use of the Product.

Upon installation and activation, the Product will enter “Learning Mode” during which the Product learns water usage patterns in a user’s home to calibrate the Product. During Learning Mode, the Product will not notify users of a leak and will not shut off the user’s water. Learning Mode may last seven days or more depending on water usage and activity within the user’s house.  

It is the user’s responsibility to promptly provide the Company with any contact or billing information changes or updates (including phone number, email address, physical address, credit card numbers, etc.); changes should be sent to moen.com/contact. Most account updates may be made online via the FloProtect Plan section, once user has logged into the Service.  Moen does not validate all credit card information required by the user’s payment provider to secure payment.

Subscriptions will automatically renew monthly using the user's current credit card account number unless the user cancels their subscription by emailing moen.com/contact at least two (2) business days prior to the renewal date to cancel such subscription.  If a user has a question about a cancelation, they should contact Flo at moen.com/contact. The Company reserves the right to change its fees or billing methods at any time. The Company will provide timely advance notice to the affected users of any such changes.

The user must notify Moen about any billing problems or discrepancies within 30 days after charges first appear on the user’s account statement. If it is not brought to Moen’s attention within 30 days, user agrees to waive their right to dispute such problems or discrepancies.

Subscription Re-Authorization

Authorized Re-Certification Process.  In the event a user cancels their FP subscription due to a defective Product, and subsequently replaces such Product with a Company-certified replacement Product (a “Certified Replacement”), the Company will enable such user to re-start their subscription from the date of the Certified Replacement installation for up to the remainder of the time period the previously active subscription would have endured, without any re-activation fees.

CHANGES TO TERMS AND CONDITIONS:

Please note that we reserve the right to change these terms and conditions from time to time, so please check back to review often.