NeighbourGuard Residential Patrol Service Agreement

Version: 1.2
Service provider: Neighbour Guard Inc., operating as NeighbourGuard
Mailing address: PO Box 83545, Toronto, Ontario M1B 0B2
Telephone: 416-705-5818
Email: customersupport@neighbourguard.ca

“NeighbourGuard,” “we,” “us” and “our” mean Neighbour Guard Inc. “You” and “customer” mean the individual purchasing the subscription.

This agreement takes effect when you accept it and submit your order. Your accepted order confirmation forms part of this agreement and identifies your selected plan, service address, charges, applicable taxes, payment schedule, confirmed service start date and initial commitment end date.

1. Eligibility and Acceptance

You must be at least 18 years old and authorized to arrange patrol services and permit the agreed exterior access at the service address.

Before purchasing, you will have an opportunity to review this agreement, review the charges and correct your order details. By selecting the required acceptance checkbox and submitting your order, you accept this agreement and authorize the charges disclosed before purchase.

NeighbourGuard will email you a copy of the accepted agreement and order confirmation for your records.

2. Nature of the Service

NeighbourGuard provides periodic residential mobile patrols intended to help deter crime, identify visible concerns and keep customers informed.

The service does not include continuous surveillance, a permanently stationed guard, alarm monitoring, emergency dispatch or guaranteed response to customer requests.

NeighbourGuard does not guarantee that crime, injury, theft, vandalism, property damage or other loss will be prevented, detected or stopped.

Patrol observations reflect conditions visible to the guard at the time of a visit. An incident may occur between visits or remain undetected during a patrol.

3. Plan Inclusions

Standard — Mobile Patrol Pass

• One randomized drive-by patrol per night.
• Exterior visual observations from the patrol vehicle.
• App patrol notifications.
• No scheduled property stop or routine photo confirmation.

Plus — Property Patrol Stop

• One randomized property patrol stop per night.
• The guard stops and exits the vehicle for closer exterior observations.
• Photo confirmation of the patrol stop.
• App patrol updates.
• Away From Home Watch.

Elite — Two Property Patrol Stops

• Two property patrol stops per night at randomized times.
• Closer exterior observations.
• Photo confirmation at each stop.
• App patrol updates.
• Away From Home Watch.
• Priority patrol service.

Priority patrol service does not include emergency dispatch or a guaranteed response time.

Patrols cover visible and safely accessible exterior areas within the agreed service scope. They do not include entering your home, searching concealed areas, testing every door or window, or completing a comprehensive property or security inspection.

Guards will not enter enclosed structures, restricted areas or gated areas without authorization accepted by NeighbourGuard.

4. Service Start, Patrol Hours and Timing

Service begins on the date confirmed in writing by NeighbourGuard. Purchasing a subscription does not mean patrols begin immediately.

The initial 12-month commitment starts on the confirmed service start date. Any payment collected before activation will be identified as an advance payment toward the disclosed charges.

Patrols take place between 9:00 p.m. and 7:00 a.m. the following morning, using local time at the service address. Each patrol night begins at 9:00 p.m. and ends at 7:00 a.m.

Visits occur at randomized times within this window according to your selected plan:

• Standard: One mobile drive-by patrol per night.
• Plus: One property patrol stop per night.
• Elite: Two property patrol stops per night at randomized times.

Customers cannot select or rely on a fixed arrival time. The patrol window does not mean a guard is continuously present or monitoring your property throughout those hours.

Weather, unsafe conditions, road closures, emergencies and other operational disruptions may delay or prevent a patrol. NeighbourGuard will notify affected customers of material disruptions when reasonably practicable.

If a paid patrol is missed and cannot reasonably be made up, NeighbourGuard will provide a proportionate credit or refund. This will be calculated by dividing the monthly patrol service charge by the number of scheduled patrol visits in that billing period and multiplying the result by the number of missed visits.

If NeighbourGuard cannot activate service at your address, all payments, including the setup fee, will be refunded. Applicable statutory rights concerning delayed or non-performance remain unaffected.

5. Crimes, Emergencies and Unusual Observations

If a guard observes a crime in progress, an immediate threat to safety or another emergency, the guard will call 911 and provide the location and relevant details.

Where safe and lawful, guards may verbally challenge those involved, help people move to safety and take reasonable action to interrupt unlawful activity within their legal authority.

Physical intervention, a citizen’s arrest, apprehension of an offender or recovery of property is assessed case by case and is not guaranteed.

Security guards are not police officers and do not have general police powers. Guards may maintain a safe distance while observing and assisting responding police.

For non-emergency concerns, guards document relevant observations and contact police through the appropriate non-emergency channel when needed. Customer updates are provided according to the selected plan and service procedures.

NeighbourGuard does not replace police, fire or emergency medical services. If you need emergency assistance, call 911 directly. Do not wait for a patrol, an app notification or a customer support response.

6. Property Access and Customer Responsibilities

You confirm that you are the owner, lawful occupant or otherwise authorized to arrange the service and permit the agreed exterior access.

You authorize NeighbourGuard personnel to access your driveway, front walkway and other expressly agreed exterior areas as reasonably necessary to provide your selected plan.

You must:

• Provide accurate service and contact information.
• Keep property instructions and access details current.
• Disclose known hazards, including animals, unsafe surfaces and restricted access.
• Ensure that your instructions and permissions are lawful.
• Avoid requesting actions outside the contracted service scope or a guard’s legal authority.

You remain responsible for securing your property, maintaining locks and alarms, supervising children and animals, and maintaining appropriate insurance.

Away From Home Watch records your away status and relevant property instructions. It does not include house sitting, pet care, maintenance or continuous monitoring.

A change of service address requires confirmation of coverage availability and written agreement on any resulting service changes.

7. App Notifications, Reports and Photographs

Notifications and reports depend on device settings, internet access, mobile connectivity and processing availability. Delivery may be delayed or interrupted.

Photographs document observations at the time of a patrol. They do not establish that every part of the property was inspected or remained secure before or after the visit.

The app, email and customer support channels are not emergency communication channels.

8. Prices and Setup Fee

All service prices are in Canadian dollars and are plus applicable tax.

These totals assume the stated monthly price applies throughout the initial term and exclude any early cancellation fee.

Your order summary will identify the actual offer accepted, the amount due today, taxes, recurring monthly payment, payment dates and total initial-term price.

Any promotional period or scheduled change from an introductory price to a regular price must be expressly disclosed before purchase. Where such a schedule applies, the order confirmation will show the corresponding total commitment.

The $79.99 setup fee, plus applicable tax, is charged once at signup and is not charged again on ordinary monthly payments.

9. Twelve-Month Commitment and Payment Authorization

All plans require an initial 12-month service commitment. Monthly billing is a payment arrangement for that commitment; it does not make the initial term a month-to-month subscription.

You authorize recurring charges to your selected payment method at the price and schedule disclosed before purchase, subject to valid cancellation and applicable law.

The agreed initial-term price will not increase during that term unless the change was expressly disclosed and accepted before purchase or you subsequently expressly agree to it.

Plan changes require written confirmation of the resulting price, service scope and any effect on the commitment. A plan change does not automatically restart or extend the commitment.

10. Three-Month Minimum and Early Cancellation

Except where applicable law permits cancellation earlier, ordinary early cancellation may take effect only after completing the first three monthly service periods.

You may submit notice earlier requesting cancellation at the end of the third service period.

To cancel, email customersupport@neighbourguard.ca with your name and service address, or use an account cancellation option where available. Cancellation notices may also be mailed to the address stated above. Any legally permitted method of giving statutory cancellation notice remains available.

After the minimum period, ordinary cancellation takes effect at the end of the current monthly service period if notice is received before the next billing date. No additional 30-day notice period is required.

NeighbourGuard will confirm the effective date and applicable charges in writing.

Early Cancellation Fee

If ordinary cancellation takes effect before the initial 12-month commitment ends, the fee is the lesser of:

1. 20% of the unpaid monthly service charges scheduled for the remaining initial term, excluding taxes and the setup fee; or
2. One monthly service charge at the rate applicable to your selected plan on the cancellation effective date, excluding tax.

The fee is rounded to the nearest cent. Any tax legally payable on the fee will be separately identified.

For example, a Standard customer paying $169.99 monthly who cancels after nine completed service periods has three monthly payments remaining:

20% × 3 × $169.99 = $101.99.

The fee is intended to compensate for reasonably anticipated losses associated with early termination. Its description does not determine its enforceability or override applicable law.

Once cancellation takes effect:

• Regular monthly service charges stop.
• No further setup fee is charged.
• NeighbourGuard will not collect both the cancellation fee and the remaining monthly payments for the cancelled portion of the term.
• Amounts properly owing for service already provided remain payable.

NeighbourGuard will provide an itemized cancellation statement. Payment of a cancellation fee is not a condition for processing an otherwise valid cancellation.

11. Statutory Cancellation Rights and Refunds

The minimum period, commitment and cancellation fee do not override statutory rights.

No early cancellation fee applies where you have a legal right to cancel without penalty, including any applicable right arising from improper disclosures, failure to provide the agreement, misrepresentation, delayed commencement or another ground recognized by law.

Nothing in this agreement limits remedies for deficient service, breach of contract or an unfair practice.

No early cancellation fee applies if NeighbourGuard permanently ends service at your address or agrees to terminate because it cannot provide the contracted service. Prepaid charges for unused service will be refunded.

The setup fee remains subject to statutory refund rights and will be returned where required by law. Refunds required by law will be issued within the applicable legal deadline.

12. End of the Initial Commitment

The early cancellation fee expires at the end of the initial 12-month term.

NeighbourGuard will provide an advance written reminder of the commitment end date and any proposed continuation terms.

Service will not renew into another fixed-term commitment without your express agreement. Any month-to-month continuation requires the authorization and disclosures required by applicable law.

If continuation is not agreed, service and recurring charges end when the initial term expires.

13. Suspension or Termination by NeighbourGuard

NeighbourGuard may suspend service where reasonably necessary because of unsafe conditions, unlawful instructions, abuse of personnel or unpaid charges.

Notice and a reasonable opportunity to resolve the issue will be provided where practicable. Immediate suspension may be necessary to protect safety.

Suspension does not automatically authorize charges for patrols that are not provided or accelerate all remaining monthly payments.

If NeighbourGuard ends the agreement, it will provide an itemized account of amounts properly owing and refund prepaid charges for unused service, subject to applicable law.

14. Privacy and Operational Communications

NeighbourGuard collects and uses information reasonably necessary to deliver the service, including contact details, service addresses, property instructions, patrol records and relevant exterior photographs.

Information may be shared with personnel, service providers and emergency responders where reasonably necessary to deliver the service, respond to an incident or comply with law.

The Privacy Policy made available before purchase explains collection, use, disclosure, retention and safeguards.

You agree to receive operational communications concerning billing, patrols, incidents and your agreement through your provided contact details. Acceptance of this agreement does not constitute consent to unrelated marketing.

15. IMPORTANT — Risk Allocation and Exclusion of Liability

This section seeks to exclude certain liability for property loss or damage, including liability arising from ordinary negligence. Read it carefully before accepting this agreement.

15.1 NeighbourGuard Is Not an Insurer

NeighbourGuard provides periodic patrol services. It does not insure your property, possessions or personal safety.

Service fees reflect the contracted patrol service, rather than the value of your property or the potential amount of a loss. You remain responsible for obtaining appropriate insurance.

15.2 Independent Criminal and Third-Party Acts

NeighbourGuard does not assume responsibility for acts of independent criminals or other third parties merely because you subscribe.

A break-in, theft, assault, act of vandalism or other incident at or near your property does not, by itself, establish negligence, breach of contract or liability.

NeighbourGuard is not obliged to reimburse stolen property or other losses solely because an incident occurred during your subscription.

15.3 Limits of Observation and Intervention

An incident may occur between patrols or may not be visible during a visit.

Guards may take reasonable action to interrupt unlawful activity where safe and lawful, but physical intervention, apprehension and recovery of property are not guaranteed.

These limits do not remove the obligation to call 911 in the circumstances described in section 5.

15.4 Exclusion for Property Loss or Damage

To the fullest extent permitted by applicable law, NeighbourGuard and its employees, officers, agents and subcontractors will not be liable to the customer for loss of or damage to property arising from the performance of patrol services.

This includes accidental contact with vehicles, gates, fences, buildings or other property, and property damage occurring during a lawful attempt to deter or interrupt unlawful activity.

Where legally enforceable, this exclusion applies to claims based on breach of contract or ordinary negligence, including ordinary negligence by NeighbourGuard personnel.

This provision does not authorize unsafe conduct, excessive force or conduct outside a guard’s legal authority. It does not bind third parties who have not accepted it.

15.5 Mandatory Legal Protections

Nothing in this agreement excludes or limits any liability, statutory warranty, consumer right or remedy that cannot lawfully be excluded or limited under applicable law.

NeighbourGuard remains subject to applicable service-quality obligations. The scope and enforceability of any exclusion will be determined under applicable law.

15.6 Reporting a Concern

Please report concerns promptly and provide reasonably available details so NeighbourGuard can investigate.

Failure to report promptly does not automatically forfeit a claim, shorten a statutory limitation period or remove a non-waivable right.

16. Changes to the Agreement

Changes will not apply retroactively.

Material changes during the initial term require your express agreement where required by law. Posting revised terms on the website alone does not change the agreement you accepted.

Terms proposed for service after the initial commitment will be disclosed in advance, together with any required acceptance process.

17. Governing Law and Disputes

This agreement is governed by Ontario law and applicable federal Canadian law.

You may contact customer support to resolve a concern. Doing so is not a condition of exercising a statutory remedy or bringing a legal claim.

Nothing in this agreement requires mandatory arbitration, waives participation in a class proceeding or prevents a complaint to a regulator or a claim in a court with jurisdiction.

18. General Provisions

This agreement and the accepted order confirmation constitute the agreement concerning your subscription. This does not exclude responsibility for misleading representations or override mandatory consumer protection rights.

If a provision is unlawful or unenforceable, it will apply only to the extent legally permitted, and the remaining provisions will continue where legally possible.

Where any provision conflicts with a non-waivable legal right, that legal right prevails.

Required Customer Acceptance

I have read and agree to the NeighbourGuard Residential Patrol Service Agreement, including its commitment, cancellation, payment and property-loss exclusion terms.