FAQs, terms and conditions

No, the monitoring service is automatic. If the sensors detect an alert condition, an alert is sent to you immediately.

The alert temperatures and conditions are preset by engineers; Sensor Solutions by HSB handles the rest.

When an alert is triggered at your building, a text, push notification or email notification is sent to the contacts you designate in the app. If conditions are severe (e.g., water is detected or temperatures are dangerously low), an alert acknowledgment will also be sent.

The alerts are sent to everyone on your designated contact list. Urgent alerts can be acknowledged via SMS text, push notification, email and phone. Contacts can acknowledge they’ve received the alert and are taking action. A phone call will be made to the primary location contact when alerts are not acknowledged. Messages will be left if no direct contact is made.

You can change who gets the alerts by updating your contacts on the mobile app. It's good practice to review your contacts periodically to ensure that the information is accurate.

You may receive alerts for a variety of reasons:

• Low temperature: Sensors detect a drop in indoor temperature

• Low temperature: Sensors have detected a significant and sustained drop in indoor temperature
• Water: The presence of water has been detected

• Gateway power outage: The gateway is now using battery power
• Gateway power return: The gateway power has been restored
• Gateway offline: The gateway is not communicating
• Low battery: The sensor battery is running low
• Sensor offline: The sensor is not communicating

The Meshify Protect™ app allows you to activate your sensors and manage your account from your smartphone. The app is available to download for free.

No, alerts are sent via text, email or phone call depending on your preferences and the severity of the alert.

Sensor Solutions by HSB™ has features not usually found in off-the-shelf systems, such as:

• It uses a cellular network, not Wi-Fi; it's more secure; and it doesn't require use of your internet service
• The system comes with monitored support 24/7/365; the alerts are sent via SMS text and email, and if severe, an automated phone call is triggered; many off-the-shelf systems rely on an audible alarm that may not be heard if no one is in the area

After you sign up, you'll receive emails with your order confirmation.

Sensors act as a “virtual watchdog” when you're away from your business. They send an alert when there are signs of a pending problem, enabling you to address any issues quickly. For example, if a sensor detects water, quick notification may allow you time to act and prevent damage or minimize its impact.

When an abnormal condition or event is detected, such as a water leak or freezing temperatures, you’ll receive an alert so you can take immediate action. The sensors are designed to easily pair with the Meshify Protect™ app.

This program may include professional installation by an HSB representative. When enrolled, you will be contacted to schedule an appointment to install and activate your sensor system. If your solution has self-install sensors, instructions for activation will be included, and you can reach out to the sensor support team at 1-844-468-1866 or at sensorsupport@hsb.com.

You can order more sensors for your business — at your own expense —through the Meshify Protect™ app. To order more sensors, navigate to the shopping bag icon located at the top of the app.

The sensors can be activated anywhere there is AT&T 4G LTE service. To view the AT&T coverage map, please visit the following website: https://www.att.com/maps/wireless-coverage.html.

If you want to move the sensors, they’ll need to be reset. Contact sensor support for assistance with this process.

As part of the program, you may receive the following types of sensors: a leak sensor, a temp sensor and/or optional accessories such as a leak rope or temp probe. These sensors are designed to monitor conditions such as water leaks, room temperatures, the presence of water, and surface pipe temperature. Depending on the program that best aligns with the size and needs of your building, there may also be a gateway that communicates with the sensors and the sensor support team.

The leak sensor and temp sensor are powered by two lithium AA batteries, which are easily replaced. We recommend lithium AA batteries for optimum sensor performance.

The leak and temp sensors are 3.4" x 1.3" (diameter x height). Each sensor is marked with a water icon (leak) or thermometer (temp) icon that is visible on the blue tabs.

The sensors are battery powered and use a cellular connection. They will continue to monitor and transmit data in the event of a power loss. The gateway’s primary power source is a standard power supply. In the event of a power failure, the gateway has a 4-hour backup. If there is an outage, you’ll receive an alert letting you know that the gateway is using backup power. You’ll also receive an alert when power is restored to the gateway.

The data is used to assist Nationwide in understanding changes in building conditions and how to protect against and prevent harmful water loss claims.

The data is not used to determine your rates but may be reviewed by Nationwide for other uses.

Nationwide has extensive security measures in place to ensure that our customers’ data is safe.

By agreeing (via electronic “click-through” or otherwise) to this agreement, you acknowledge and confirm that you have carefully read, understood and agree to be bound by all of the terms and conditions of this agreement. The term “you” as used in this agreement includes the entity on whose behalf you are entering into this agreement, as well as any person or entity who accesses or uses the IoT monitoring services (“services”) on such entity’s behalf. If you are entering into this agreement on behalf of an entity, you represent that you have the authority to enter into and accept the terms of this agreement on behalf of such entity. If you have any questions regarding the services, please contact the HSB Monitoring and Support Center at 1-844-468-1866. This agreement will remain in full force and effect as long as you continue to access and use the services, or until they’re terminated in accordance with the provisions of this agreement.

Certain features of the services may be subject to additional guidelines, terms or rules, which are either referenced in this agreement or will be posted on the services in connection with such features. You may use the services only in compliance with the terms of this agreement and all applicable local, state and national laws, rules and regulations. Certain services may be provided by HSB or through one or more of its subsidiaries or third-party vendors.

During the term (as defined below) and to enable the services you will be provided with a limited, nontransferable, nonexclusive right (without the right to sublicense) to possess and use HSB-owned remote sensor hardware (“equipment”) as set forth in this agreement.

(a) Title to and ownership of all equipment will at all times remain with HSB and will not transfer to you at any time. You will not have any right to or interest in the equipment except as expressly provided in this agreement, and you shall possess the equipment subject and subordinate to the rights of HSB. You shall have the limited right to use the equipment in a commercially reasonable manner solely as contemplated by this agreement. On the date this agreement terminates or when you cease to be an insured of Nationwide, you will immediately cease all use of the equipment and other services.

(b) You will, at your own cost and expense, keep the equipment free and clear from any liens or encumbrances of any kind and will indemnify and hold HSB harmless from and against any loss or expense caused by your failure to do so. You shall give HSB immediate written notice of any attachment or process affecting the equipment or title thereof.

(c) You (i) will not (and will not permit any other person or entity to) reverse engineer, tamper with, modify, alter or destroy in any way any equipment, or any label thereon, without the prior written consent of HSB, or use the equipment in any way that violates this agreement or any applicable laws or regulations; (ii) will not remove the equipment from the premises (defined below) at the address provided to HSB at the time of your enrollment in the program; (iii) will not affix or install any accessory, addition, upgrade, equipment or device to the equipment, or sell, lease, abandon or give away the equipment, or permit any other service provider or third party to use or service the equipment, unless expressly approved in advance in writing by HSB; (iv) will, at your own cost and expense, keep the equipment in good repair, appearance and condition, subject to normal wear and tear; and (v) will be liable for the costs of repair or replacement of equipment if damaged or lost due to theft, negligence, intentional acts, unauthorized uses or acts or other causes within your reasonable control. Use of the equipment — including without limitation for transmission, communications or storage of any information, data or material — in violation of any U.S. federal, state or local regulation or law is prohibited. You are liable for all authorized and unauthorized use of the equipment and agree to notify HSB immediately if the equipment has been stolen, damaged or used in an unauthorized manner.

(d) Unless HSB notifies you otherwise, within fifteen (15) days of termination or expiration of this agreement, you will remove, package and ship, at your own cost and expense and in a commercially reasonable manner, all equipment to HSB at an address to be provided by HSB. If you fail to do so, HSB will have the right, in its sole and exclusive discretion, to: (i) charge (and you will pay) HSB’s then-standard monthly program fee for the services enabled by such equipment for any month or partial month in which you have not so returned the equipment; (ii) charge (and you will pay) the full, fair market value of the equipment (and upon your payment therefor, title to and ownership of such equipment will transfer to you without any further action of the parties); and/or (iii) recover and take possession of such equipment. You will return the equipment in as good order and condition as originally delivered, normal wear and tear excepted.

(e) You agree to allow HSB, Nationwide and their contractors or agents to enter your property at which the equipment is or will be located (the “premises”) upon advance notice at reasonable times for purposes of installing, configuring, maintaining, inspecting, upgrading, replacing and/or removing the equipment. You warrant that you are either the owner of the premises or that you have the authority to give HSB, Nationwide, and their contractors or agents access to the premises. If you are not the owner of the premises, you are responsible for obtaining any necessary approval from the owner to allow HSB, Nationwide and their contractors or agents into the premises to perform the activities specified above. In addition, you agree to supply HSB, Nationwide or their contractors or agents, if requested, with the owner’s name, address and phone number and/or evidence that the owner has provided such authorization.

(f) All equipment belongs to HSB or other third parties and will not be deemed fixtures or in any way part of the premises. HSB may upgrade or change the equipment at HSB’s discretion at any time, so long as the upgrade or change does not materially limit functionality. You acknowledge that any upgrade to or change to the equipment may interrupt the services; HSB will use commercially reasonable efforts to minimize any such interruption.

(g) The equipment may need an internet connection to operate (if cellular equipment is not installed or if a sufficient cellular signal is not available at the premises), and providing such internet connectivity is your responsibility.

(h) Unless you are otherwise notified by Nationwide or HSB, installation of the equipment is your responsibility. In the event that you are installing the equipment, Nationwide or HSB will provide you with the equipment, installation instructions and suggested installation locations based on information known about your premises. Once you have completed the installation, you must contact the HSB Call Center at 1-877-610-4128 to verify proper installation. If Nationwide, HSB or their respective third-party equipment installers will be installing the equipment, Nationwide or HSB will coordinate an equipment installation date with you, and you agree to allow Nationwide, HSB or their respective third-party equipment installers access to your premises so that Nationwide, HSB or their respective third-party equipment installers may determine the appropriate equipment for your premises and install such equipment. If your premises is under lease, you represent that you have obtained permission from the property owner allowing such access and installation by Nationwide, HSB or their respective third-party equipment installer.

(i) YOU UNDERSTAND THAT THE SERVICES ARE NOT AN EMERGENCY NOTIFICATION SYSTEM. FURTHER, YOU UNDERSTAND THAT UNDER NO CIRCUMSTANCES WILL HSB OR NATIONWIDE DISPATCH EMERGENCY SERVICES TO YOUR PREMISES IN THE EVENT OF AN EMERGENCY. YOU AGREE THAT YOU WILL NOT RELY ON THE SERVICES FOR ANY LIFE SAFETY OR CRITICAL PURPOSES. ANY ALERTS ARE PROVIDED FOR INFORMATIONAL PURPOSES ONLY.

As part of the services, HSB will offer you access to a web-based portal (“portal”) and mobile application (“mobile app”), each of which will allow you to remotely monitor equipment status and data. The portal’s and mobile app’s terms of use and privacy policy (links: https://hsbprod.carbon.meshify.com/api/files/public/docs/mobile/mobilelegalnotice.pdf; https://hsbprod.carbon.meshify.com/api/files/public/docs/mobile/mobileprivacypolicy.pdf) are incorporated by reference into this agreement, and by entering into this agreement and using the services you are agreeing to accept and comply with them. In the event of any conflict between the terms of this agreement and such terms of use and/or privacy policy, the terms of this agreement shall control.

As part of the services, HSB will remotely monitor the data (defined below) collected and transmitted by the equipment at your premises. If the equipment senses certain conditions, HSB may provide you and Nationwide with alerts. However, there is no guarantee that you will receive any such alert, even if certain conditions are sensed, or that any such alert will prevent, or reduce the severity of, any type of loss or occurrence. Taking any action, including any preventative action, is solely your responsibility and is at your cost. In no event is HSB or Nationwide responsible for taking any action based on an alert.

To properly operate and assess the program, HSB needs to monitor your portal and mobile app and assess certain data, including, without limitation, data and metadata collected by the equipment, provided by you or Nationwide to HSB, or transmitted through the portal, mobile app and/or any other program-related website or web application (e.g., an enrollment site) (“data”). By signing below, you consent, allow and grant Nationwide a worldwide, perpetual, nonexclusive, irrevocable license to (i) access your portal and mobile app; and (ii) collect, use, access and transfer the data for any purpose; and (iii) grant HSB, and any third party, any and all rights Nationwide has under this section. HSB and Nationwide may indefinitely use all information collected or learned during the program, including any such data, as HSB and Nationwide see fit and for whatever purpose so long as any identifying information is removed prior to such data being shared with any unaffiliated third party, other than third-party service providers necessary to the operation of the program (e.g., a third-party portal or network provider).

Nationwide and HSB will be responsible for all costs associated with the services, including the usage of the equipment, as well as all costs associated with cellular connectivity of the equipment and your portal access during the program. You remain responsible for your standard electrical, battery and internet costs (as necessary) for the equipment to operate.

The program will commence upon the date that equipment is shipped to you. The program and services will be terminated if you cease to be an insured of Nationwide, do not comply with the terms of this agreement, or if Nationwide or HSB determine that the continuation of the program (either on the whole or at your specific location) is impossible or impractical for any reason.

THE SERVICES ARE PROVIDED FOR YOUR CONVENIENCE, “AS IS” AND “AS AVAILABLE.” NEITHER NATIONWIDE NOR HSB (NOR ANY OF THEIR EMPLOYEES, AGENTS, CONTRACTORS OR AFFILIATES) (I) MAKE ANY WARRANTIES, REPRESENTATIONS OR GUARANTEES REGARDING THE PROGRAM, INCLUDING, WITHOUT LIMITATION, THE SUCCESS OF THE PROGRAM, DETECTION, REDUCTION IN SEVERITY OR PREVENTION OF ANY LOSSES OR OCCURRENCES, OR ANY SAVINGS, THE SERVICES, THE EQUIPMENT, THE PORTAL, THE MOBILE APP, QUALITY, PERFORMANCE, OR ANY OTHER ASPECTS OF THE PROGRAM OR THE SERVICES; (II) GUARANTEE THAT THE SERVICES WILL BE SATISFACTORY TO YOU, THAT THE OPERATION OF THE SERVICES WILL BE UNINTERRUPTED OR ERROR-FREE, OR THAT THE SERVICES WILL BE COMPATIBLE WITH YOUR NETWORK, COMPUTER OR MOBILE DEVICE, OR (III) ARE LIABLE TO YOU IN ANY WAY FOR ANY LOSSES, CLAIMS OR DAMAGES ARISING FROM OR RELATED TO THIS PROGRAM, INCLUDING, WITHOUT LIMITATION, SERVICE OR EQUIPMENT DEFECTS, FAILURES, MALFUNCTIONS OR INSTALLATIONS (REGARDLESS OF WHO PERFORMED SUCH INSTALLATIONS), EXCEPT TO THE EXTENT OF ANY LIABILITY AS CONTEMPLATED UNDER ANY APPLICABLE NATIONWIDE INSURANCE POLICY. NATIONWIDE AND HSB EXPRESSLY DISCLAIM ANY SUCH LIABILITIES, REPRESENTATIONS, WARRANTIES AND GUARANTEES. TO THE FULLEST EXTENT PERMITTED BY LAW, NEITHER NATIONWIDE NOR HSB SHALL BE LIABLE FOR ANY DIRECT, SPECIAL, INCIDENTAL, INDIRECT, CONSEQUENTIAL OR EXEMPLARY DAMAGES, INCLUDING, BUT NOT LIMITED TO, LOSS OF PROFITS OR REVENUE; LOSS OF USE; LOSS OF OPPORTUNITY; LOSS OF GOODWILL; COST OF SUBSTITUTE FACILITIES, GOODS OR SERVICES; COST OF CAPITAL; GOVERNMENTAL AND REGULATORY SANCTIONS; AND CLAIMS OF THIRD PARTIES FOR SUCH DAMAGES. NATIONWIDE AND HSB EXPRESSLY DISCLAIM ANY AND ALL WARRANTIES OF ANY KIND, WHETHER STATUTORY, ORAL, WRITTEN, EXPRESS OR IMPLIED, INCLUDING ANY WARRANTIES REGARDING AVAILABILITY, TITLE, SECURITY OR ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

YOU EXPRESSLY UNDERSTAND AND AGREE THAT YOU HAVE NO CONTRACTUAL RELATIONSHIP WHATSOEVER WITH THE UNDERLYING WIRELESS SERVICE PROVIDER OR ITS AFFILIATES OR CONTRACTORS AND THAT YOU ARE NOT A THIRD-PARTY BENEFICIARY OF ANY AGREEMENT BETWEEN HSB AND THE UNDERLYING CARRIER. IN ADDITION, YOU ACKNOWLEDGE AND AGREE THAT THE UNDERLYING CARRIER AND ITS AFFILIATES AND CONTRACTORS SHALL HAVE NO LEGAL, EQUITABLE OR OTHER LIABILITY OF ANY KIND TO YOU AND YOU HEREBY WAIVE ANY AND ALL CLAIMS OR DEMANDS THEREFOR.

This is a legally binding agreement that supersedes any proposal, prior agreement or understanding, oral or written, and any other communication among you, Nationwide and/or HSB relating to the program. No act, document, usage or custom will be deemed to modify or amend this agreement in any way. Connecticut law will govern this agreement and the transactions it contemplates, without reference to rules regarding conflicts of law