Arlo Fair Use Policy – Arlo Secure Plans & Cloud Services

Introduction

This Fair Use Policy forms part of and should be read alongside the Arlo Terms of Service (“Terms”), which you can access here. It applies to data stored on the cloud from your use of cameras registered to an Arlo Secure Plan*.

*This policy does not apply to (i) Arlo customers whose cameras are registered on a continuous video recording (or ‘CVR’) plan and (ii) people who have integrated their Arlo cameras into a Verisure monitored alarm system.

If there is any inconsistency between this policy and the Terms, this policy will prevail.

Why is this policy required?

A small number of our customers use unusually high amounts of cloud data storage and related analytical capabilities. As with all systems, extremely high data usage can negatively affect service levels and the experience that we want to provide to our customers in the Arlo mobile & web applications.

New data usage allowance

To keep things fair, and to protect the level of service we are committed to providing, we specify a data usage allowance to all Arlo Secure Plan customers, whether on our Single Cam, Multi-Cam or Plus plans, set out in the table below.

To give you an idea of what this means in practice, 15 hours of video recording is broadly equivalent to 60 individual clips lasting 30 seconds each, every day for a month. We consider this data usage allowance to be fair and reasonable and appropriate for the needs of the vast majority of our customers.

You can check your approximate data usage in the Arlo Secure App or at my.arlo.com, in the Feed/Library section, where your video recordings and snapshots are stored. By navigating the videos recorded, you will get a sense of your approximate data usage. If you would like to clarify your usage or compliance with this policy, please contact Customer Service.

This policy and the data usage allowance is in force from May 9th, 2024.

Actions we may take

We monitor data usage levels across our system to identify any excessive usage which could impact our service levels and customer experience.

There are many reasons why there may be a breach of the data usage allowance. For example, your camera may be triggered regularly if it is set up in an area where there is a lot of movement:

• Outside: e.g.:

o tree branches or bushes swaying in the wind;

o your kids playing in the garden;

o animals moving around.

• Inside: e.g., a room where a lot of people come and go during the day.

If we notice that your usage exceeds the data usage allowance, we will notify you and ask you to moderate your usage. At that time, we may discuss with you whether a CVR plan would be more suitable for your needs (additional charges would apply), and we can help you to transfer your plan if mutually agreed.

If we have notified you as outlined above, we may monitor your data usage at further intervals at our discretion. If we observe that the data usage allowance continues to be exceeded during any such subsequent period, we may further notify you of this, outlining our proposed course of action, which will be to terminate your plan.

In each case we will only take such action after a further, reasonable period of notice which will be communicated to you.

Further information

If you have any questions or concerns about this policy or what it means for you, please contact us at Customer Service.