Hardware and Device Terms

Version: 12 November 2026.

1. Scope

These terms apply to hardware supplied by Performance Hub Inc and to the use of supported devices with our services. They supplement the Customer Terms, including their definitions, liability provisions and dispute procedures. The applicable Order identifies the equipment, included services and any agreed installation, maintenance, lease or loan arrangements.

Hardware may include equipment we manufacture, configure or resell. A third-party brand does not by itself remove our obligations as its supplier. For equipment you obtain independently, including customer-owned cameras, speakers or similar third-party devices, these terms govern its connection to our services; they do not make us its seller or manufacturer. You are responsible for that equipment, its installation and its compliance with applicable law.

The Surveillance, Audio and Biometric Terms apply to relevant uses. The Data Processing Addendum prevails on processing of personal data, and mandatory international transfer terms prevail where applicable. Enterprise deployments are also subject to the Enterprise Deployment Schedule.

2. Orders, charges and ownership

Your Order describes the hardware and material dependencies of the purchased configuration. Software licences, cloud recording, model usage, connectivity and subscriptions are included only to the extent stated in that Order. Ownership of a device does not confer ownership of software or an ongoing cloud-service entitlement.

Prices, shipping charges, taxes and any agreed installation charges are those disclosed for the Order. Any allocation to you of import clearance, duties or other destination charges must be disclosed before you commit to the purchase. Each party remains responsible for obligations the law places on it, including any manufacturer, importer or supplier obligations applicable to its role.

For a sale, title passes when we receive full payment for the relevant hardware, subject to applicable law. Lease, rental and loan equipment remains owned by its identified owner under the applicable Order. These terms do not grant a right to enter your premises, seize equipment or remotely disable owned hardware as a debt-collection measure.

3. Delivery and receipt

Delivery dates are estimates unless the Order expressly makes a date binding. Delay notices, cancellation rights and other consequences of delay are governed by the Order and applicable law.

Unless a lawful alternative is expressly agreed in the Order, risk of physical loss or damage passes when the hardware is delivered to you or your authorised recipient. A different allocation may apply if you independently appoint a carrier and expressly agree to that allocation. Mandatory delivery and risk rules prevail.

Inspect deliveries reasonably promptly and tell us about damage, missing items or apparent errors so that they can be investigated. A delivery acknowledgement or failure to identify a concealed defect immediately does not waive a statutory claim. Keep relevant packaging where reasonably practicable for a delivery-damage investigation.

4. Installation and site readiness

You are responsible for the suitability and lawful use of your site, permissions to install equipment and the site services within your control. Follow applicable installation instructions concerning power, grounding, ventilation, mounting, environmental limits, cabling and network security. Use a qualified or licensed installer where required.

Unless included in the Order, installation, building work, electrical work, wiring, internet access and ongoing site maintenance are your responsibility. To the extent permitted by law, we are not liable for loss or damage caused by work performed by you or an installer you independently appoint. That exclusion does not cover the portion caused by our contracted work, defective instructions, design or components we supply, our breach or negligence, or product-safety, conformity, labelling or other duties the law places on us. Our responsibility for those matters remains subject to the Customer Terms and applicable law.

Before operational use, check the installed configuration, recording and storage settings, network connections, clocks, alert routes and any door or emergency interfaces. Maintain safe egress and any required independent safety systems. Do not deploy equipment outside its specified operating conditions or use it for a certified life-safety purpose unless it has the necessary certification and the Order expressly identifies that use. Any staffed monitoring or emergency-dispatch service must be expressly included in an Order. Supported access-control and recording functions may be used for their agreed ordinary purposes, subject to the safety limitations in the Customer Terms.

5. Compatibility and customer equipment

Use supported versions and configurations and check the requirements for the features you select. Performance can depend on camera streams, storage, workload, network conditions, other software and the capabilities of connected equipment. A device's ability to connect does not mean that every feature or third-party accessory is supported.

You are responsible for the equipment, credentials, connections and changes you supply or control. We may ask you to isolate a fault by testing a supported configuration where reasonably necessary. Any paid diagnostic work outside our obligations must be agreed before it is charged. A compatibility limitation does not excuse a failure to meet specifications or legal requirements applicable to equipment we supplied.

6. Software, management and support access

Embedded and installed software is licensed under the Customer Terms, applicable Order and any identified third-party licence. Open-source components retain their applicable licence rights. Do not bypass access controls or licensing restrictions, except to the extent a restriction is prohibited by law.

Configured management functions may exchange information needed for the enabled service, such as device status, configuration or updates. The agreed deployment and your enabled features determine those connections. Hardware located at your premises is not, by that fact alone, a fully offline deployment.

Our staff's human remote support access requires you to initiate and authorise support before access is provided. Authorisation should identify the relevant system and purpose. Your authorisation does not permit unrelated use of customer information. Personal data disclosed during support is handled under the Data Processing Addendum and the applicable Privacy Policy.

7. Updates and supported life

Update availability, supported versions and any committed support period are those identified for the product or in the Order, together with requirements imposed by law. Purchase does not create an additional promise of lifetime updates, indefinite cloud compatibility, future features or support for every third-party model.

You must install or permit updates required for a supported and secure configuration, subject to the agreed deployment controls, and maintain appropriate backups before making changes. If you defer an update, you are responsible for resulting problems to the extent caused by that decision and within your control; this does not remove our own obligations.

Any end-of-support notice or product security information required by law remains applicable. We cannot withdraw a mandatory security update obligation by describing a product as unsupported. Planned changes to subscribed services remain subject to the Customer Terms, applicable Order and law.

8. Care, modification and fault reporting

Protect hardware from misuse, unauthorised access and conditions outside its specifications. Do not make unsafe modifications. A fault caused by misuse, accidental damage or an incompatible modification may fall outside a particular contractual remedy to the extent legally permitted and causally related to that conduct.

Opening a device, using an independent repairer or changing an unrelated component does not automatically remove statutory rights. Any restriction on repair, modification or replacement parts applies only to the extent lawful.

Report suspected faults through support, giving reasonable purchase information, device identification, symptoms and relevant diagnostic details. Do not send unnecessary recordings, credentials or personal information. If continued use presents a safety risk, stop that use and tell us promptly.

9. Statutory rights and additional warranties

These terms do not create a separate fixed-duration commercial warranty from Performance Hub. Any manufacturer-warranty benefit available to you for resold hardware is limited to the benefit actually available under that manufacturer's terms, including any lawful transfer restrictions. We do not undertake to obtain a new manufacturer warranty or transfer a right that cannot be transferred. Any additional warranty expressly supplied with a product or agreed in an Order applies according to its terms and in addition to mandatory rights. Except for those express warranties and rights that cannot lawfully be excluded, hardware is supplied "AS IS". A manufacturer's warranty is not your exclusive remedy against us where we have responsibilities as supplier.

Where the Australian Consumer Law applies, consumer guarantees arise automatically and can apply to business purchases. Depending on the failure, statutory remedies may include repair, replacement, refund and compensation. Those rights are not limited to a stated manufacturer's warranty period, and you may raise a claim with us where we are the responsible supplier.

In the United Kingdom and other markets, mandatory conformity, quality, safety, product-liability and remedy rights remain applicable to the extent the law provides them. A business designation does not remove rights that apply to the particular transaction. The Customer Terms' exclusions and limits apply only where lawful and do not override these rights.

10. Returns and remedy process

There is no voluntary change-of-mind hardware return right unless expressly included in your Order. This does not affect a legally required cooling-off right, a remedy for defective or misdescribed goods, a binding return offer applicable to your purchase, or another mandatory right. A change to a return policy does not retrospectively remove an accrued entitlement.

Contact support before returning hardware so we can provide suitable instructions and arrange any reasonably necessary assessment. A return-authorisation procedure is administrative and does not extinguish a statutory remedy. We will not require you to pursue a manufacturer instead where the law requires us to handle your claim.

Return, inspection, collection, repair and shipping costs are allocated as required by applicable law and any valid additional warranty. Any charge outside those obligations requires your agreement in advance. No general restocking or assessment charge applies to the exercise of a statutory remedy where prohibited by law.

11. Data on returned or transferred devices

Before sending, selling or transferring a device, preserve information you lawfully need and, where feasible, remove personal data, disconnect integrations and revoke credentials. Tell support if a fault prevents safe removal. Do not erase evidence required for a lawful investigation without arranging appropriate preservation.

Assessment, repair or replacement may require resetting a device and may affect locally stored information. Data handling under our control remains subject to the Data Processing Addendum and our legal duties. Your backup responsibilities do not excuse data loss or misuse for which we are legally responsible.

12. Subscription expiry and decommissioning

The Order identifies subscription-dependent functions and any licensed local functionality available after subscription expiry. Cloud recording, hosted agents, management or other subscribed services may cease under the Customer Terms when their entitlement ends. Buying hardware does not itself extend those entitlements.

Expiry does not transfer ownership of hardware you own or cancel any surviving software rights or mandatory product obligations. Plan lawful export, deletion, credential revocation and safe disconnection before decommissioning. Return leased or loaned equipment according to the applicable Order. Disposal and recycling must follow the legal duties applicable to each party.

13. Contact

The preferred route for device questions, faults and return requests is to log a support ticket. You may also contact Performance Hub Inc, 251 Little Falls Drive, Wilmington, DE 19808, USA, telephone +1 (302) 244-5288. This process does not prevent use of a statutory notice or complaint route.