Refund FAQ -------------------------------------------------------------------------------------

Q: Why isn’t Indiegogo handling the refund, as in other crowdfunding campaigns I’ve backed?
A: Opposite to Kickstarter, Indiegogo doesn’t offer any portal for refunding Contributors. The best option they recommended was using PayPal for this. We went one step further and added the possibility to get the refund over a bank transfer in the EU (SEPA) and US, as that circumvents the transaction fees of PayPal.

Q: I haven't received any survey yet! When and where will I get it?
A: We'll be sending out the refund-survey just after we post this update to the email address with which you log in to your Indiegogo account. Anyhow, it is possible that it may have been caught by the SPAM filter, so please do look in there. Look for the email address: "noreply@protonet.info via surveymonkey.com" (member@surveymonkey.com)

Q: I don't have a PayPal account, how can I receive the funds?
A: You can create a new PayPal Account for free, and you don't need to create one before filling out the refund-request survey. Alternatively, as a EU- (SEPA) or US-Based contributor you'll have the choice to get the funds over a bank transfer. We don't expect any transaction charges within these economic regions.

Q: Do I need to do anything when I receive the PayPal payment?
A: YES, ACTION NEEDED! You'll have 30 days to accept the payment, so that the funds get allocated to your PayPal account. The funds will be transferred back to us if you don't take action within 30 days after you receive the payPal transfer notification. In case that happens, we'll send you an email to clarify the situation.

Q: How long will it take until all funds have been refunded?
A: We will only refund contributors, who fill out the survey, as we don't want to blindly send funds over PayPal without knowing the contributor's payment preference.

Q: Can I initiate a chargeback with my credit card provider or a dispute in PayPal to get the funds back?
A: Please don't try that, as it would only complicate the process. That said, credit card chargebacks can only be initiated 120 days after the transaction. PayPal transactions can only be disputed 45 days after the funds have been collected. We expect some frustration in this aspect, but please trust us.

Q: Is there a way I can get a bank transfer, and avoid the PayPal acceptance fees?
A: As a EU- (SEPA) or US-Based contributor you'll have the choice to get the funds over a bank transfer. We don't expect any transaction charges within these economic regions. If you're based anywhere else in the world, but you do have a EU-(SEPA) or US-based bank account, please send us a direct message over Indiegogo. Simply click on “ask a question” when you scroll up, just next to my profile picture on the campaign page. We'll get back to you in no time.

Q: What happens if a contributor doesn't answer the refund-request survey?
A: We'll send out the survey to all contributors just after announcing the refund. After that we will send weekly reminders to all contributors, who haven't filled out the refund-request. After four reminders, we'll send out the funds over PayPal to the contributor's Indiegogo email address. Contributors then have 30 days to accept the PayPal payment. If the contributor also fails to accept the payment within the 30 days, the funds will be automatically transferred back to our PayPal account. Contributors who fail to get the refund within our process can get in touch with us through a direct message over Indiegogo. Simply click on “ask a question” when you scroll up, just next to my profile picture on the campaign page.

Q: When will a new ZOE Campaign launch?
A: ZOE is alive and we'll keep on working on getting her to market. At this time, there is no way we can give a reliable timeline, but we will send all our current contributors an email with a special discount for when we re-launch ZOE. You can also subscribe here if you want to have ZOE-news and make sure you stay in the loop.

Q: I don't want to get a refund. I'm used to delays in crowd funding campaigns and I'd be happy to wait until you deliver some day.
A: Please accept our refund. Due to the delay, we'll be able to integrate learnings we got over this campaign. The re-launched ZOE will have different specifications and pricing.

Q: What's the partner's name?
A: We're not in liberty to communicate that, as it would reduce the future impact at the re-launch of ZOE. We know our partner has very good reasons to postpone his cooperation with us and we respect that.

Q: I contributed multiple times, will I receive the funds in multiple transactions?
A: We will consolidate the funds of contributors who contributed multiple times into one transaction.

Q: Can you please share the security in place to protect my information?
A: We’ve taken extra cautionary measures, so that our survey can’t be hacked. Our company is strong in the data security aspect of the internet, and you can trust we know this, as it’s one of our core competences. We will also delete all content from the refund-requests as soon as we send out the funds.

Q: Wasn't this just an interest free loan for you?
A: We spent a lot of time, money and tears on the development of ZOE, creation of the video and managing the campaign. On top of that we paid around 10% for Indiegogo and payment provider fees. So you can believe us if we say this wasn't such an awesome "loan".

Q: I already received the Protonet Business Server, what happens to me?
A: You'll receive a refund of the campaign value of the ZOE and Voicedrop perks.

Campaign FAQ ---------------------------------------------------------------------------------

Can I use ZOE with Insteon, Homematic, or Zigbee?

Yes, ZOE will support basic Insteon and Homematic functionality. Please keep in mind that more recent Insteon hubs don’t allow for direct communication but require us to use their cloud API. While we intend to provide both integrations with the first software release, we will prioritize timely delivery over full support. Missing functionality will be added via our software update mechanism.

A Zigbee integration will be available as an add-on after delivery. We are focusing on Z-Wave first to ensure timely delivery.

Will ZOE have a display?
No, but she can talk! – Anything else can be managed over the smartphone or browser.

Is Zoe is being integrated with Smart meters that control the power being generated by home solar power systems?
If these devices have an IP/HTTP API they can be integrated with ZOE.

How is ZOE powered? Is it by a cord you plug in to the wall or by batteries and are the drops powered the same way?
ZOE is powered by a plug, Voice Drops use a USB based power plug.

Does Zoe detect your in the room by voice or Bluetooth or how does that work?
Voice Drops detect the room your in by voice. Presence can be detected by your smartphone.

Does Zoe have a zwave chipset inside or is zwave enabled by using other controllers apis and http requests? And if it does what version on The chipset?
ZOE has a Zwave chipset inside - we haven't made a final decision on the chipset to use but we've currently aiming to use Z-wave plus.

Will she have internal storage e.g. for music?
She will have some internal storage but currently not intended to be used for music.

Does the Zoe support the European frequency of the Z-Wave protocol (868,4 Mhz)?
Yes

What about customs?
We intend to send out all perks to US- and EU-Based backers from a local distribution centre, so you don’t have to hassle with customs. Fort he rest oft he world, we’ll most probably send out the perks directly from our central distribution centre in China. Please note that you will be responsible for duties, fees and taxes applicable to your region, which in the past have ranged from 0% to 20% in the US and EU countries, to as much as 200% for certain South American countries.

How do I install ZOE on a wall?
You just need to put two screws into the wall. It’s as easy as this! And especially beautiful when the power cable is hidden inside the wall.