Terms of Service

Refunds and Cancellations

Pledges made on Kickstarter during our campaign (4 August to 3 September 2026) are governed by Kickstarter’s Terms of Use. If you backed our campaign, your pledge is a transaction with Kickstarter, and their terms and their process apply to it, including anything to do with cancelling or refunding a pledge. The terms below apply to purchases made directly through this site.

For shop pre-orders: Cancel any time before your device ships for a full refund, minus the payment processing fee. The payment processor keeps its fee when a payment is refunded, so that part is not returned. To cancel, email support@stepsafetech.com with your order number. Once a device has shipped, our warranty applies.

30 day returns, for devices bought on this site: Try your device for 30 days from the day it is delivered. If it is not for you, email support@stepsafetech.com with your order number within those 30 days and we will tell you where to send it. You pay the return shipping. When the device arrives back in good condition, with its charging cable, we refund what you paid for it and its plan (the device, Lifetime Pro or 1 Year Plan, and any StepSafe Care or StepSafe Protect bought for it), minus the payment processing fee, to your original payment method. The payment processor keeps its fee when a payment is refunded, so that part is not returned, the same as for a pre-order cancellation. Monthly service fees already charged for time you used are not refunded, and the monthly plan is cancelled. If the device has been damaged since it reached you, the refund is reduced to reflect the damage, or refused. This applies to devices bought on stepsafetech.com, not to Kickstarter pledges. After the 30 days, your plan carries on as described below and the warranty continues to apply.

For service: A monthly plan starts billing only when you activate your device in the app, not when you order or when it ships. The Family Two-Pack has one plan for both devices, and it starts billing when you activate the first of the two. Your prepaid time starts when you activate your device in the app, not when you order or when it ships. 1 Year Plan includes 12 months of service from the day you activate the device. After those 12 months it carries on monthly at the standard rate unless you cancel, and you can cancel at any time; the device stays yours.

Deleting your app account: If the owner of a StepSafe app account deletes it, the monthly plan for their devices is cancelled. You are not charged again, service continues until the end of the period you have already paid for and then stops, and that period is not refunded. A caregiver deleting their own account does not change the plan. If another household still uses a device from the same order, the plan is not cancelled; we will contact you about it.