Terms and Conditions

Price: All prices are in CAD$. Subject to change. In this event you will be notified before your order is processed. Final cost may vary world wide due to differences in taxes, duties and shipping costs.

Payment Options: We accept VISA, MasterCard, PayPal, cashier's check, and electronic funds. We generally do not accept institutional POs – please contact Zengar directly for exceptions. Please allow time for paper checks to be received and to clear—which can be up to 26 business days for US banks. We regret we cannot process an order before payment is received.

Shipping and Handling: Shipping charges vary according to item, destination and service. Charges may be included, added to the initial processing of your credit card, or may involve a second, separate charge once costs are known. The items for which shipping is included in the price (bundle, DVDs and CDs) are so indicated. Please note that all import duties - which are nothing to do with shipping – are the responsibility of the purchaser. (Does not apply to US and Canada).

Delivery Time: Typical delivery time is 10-14 business days.

Cancellations and Returns: Orders may be canceled or returned within 30 days for a refund less a 20% restocking fee plus the cost of replacing consumables (includes sensors) and damaged or missing components. Zengar will arrange shipment through its regular carrier at customer’s expense.

Warranties: We cannot guarantee results on any particular central nervous system, but we can and do guarantee the operation of the system. Please contact us within 14 days of delivery if you are experiencing any hardware problems.  After that, Zengar warranties its zAmp, other hardware is warranted by the manufacturer. You will need to contact the manufacturer directly if you are having hardware problems. Please contact customer care for contact information if you are uncertain where to call. We are more than happy to assist you.  customercare@zengar.com

zAmp warranty: Your zAmp EEG amplifier is warranted by Zengar Institute Inc. to be free of defects in componentry, materials and workmanship for seven (7) years. This warranty is extended to the original purchaser and is non-transferable. This warranty excludes zAmp failure due to abuse, misuse and/or breakage, and normal wear and tear relating to the electrode input jacks, belt clip and the USB connectors and cable.
Repairs: Please login to a mousecall for confirmation of repair needed and to start the repair process.
Shipping Costs: Customer is responsible for shipping and insurance charges for unit(s) returned to Zengar. Institute Inc. and Zengar Institute Inc. will cover domestic return shipping to customer.

Courses: Your credit card will be charged at the time of receipt of registration. In-person courses: cancelation up to two weeks before the start of the course the fee will be credited less an administrative charge of $95 USD per individual course. With notice of less than two weeks the course registration fee is non-refundable. On-line courses: Fee will be credited up to 48 hours ahead less a $95 administrative charge. After 48 hours the fee is non-refundable.

NeurOptimal® Purchase Agreement: You are licensing the use of NeurOptimal® software subject to the terms and conditions of the End User License Agreement (EULA) included in the software and by using the software, you are agreeing to the conditions of that agreement. NeurOptimal® is sold on the understanding that you are using it lawfully within your state, province or country and determining applicable laws is entirely your responsibility.

Consent Form: A Consent Form must be signed at time of order.  You also must have all clients sign a consent form prior to beginning their training with you.

Computer Licensing: Zengar Institute offers a carefully configured and standardized platform to ensure the ability to provide high quality and effective support to its users. For this reason, Zengar Institute can neither license nor support any new or replacement system that did not originate from Zengar.

PASS: Annual subscriptions are non-refundable, meaning there can be no refund of "unused" portions.

MouseCalls: When choosing to have Zengar access your system remotely you are giving Zengar or its representative permission to perform any and all operations deemed appropriate by Zengar including downloading files to or from your system. Zengar will fully maintain your system providing no alterations or additions are made in any way by anyone outside of Zengar’s technical team. Zengar will support systems older than three years only at its discretion. Norton must remain active on the system for us to offer MouseCall support.

Norton: Customer acknowledges responsibility for renewing the annual Norton 360 subscription and that all fees associated with this will be absorbed by the customer. No support of any kind will be offered by Zengar for any system security software substitutes.

License Transfers:  Professional and limited Personal licenses are transferrable one time only with the permission of Zengar.  Unlimited Personal licenses will convert to a Personal limited license upon transfer with a 100 session count.  Zengar reserves the right to refuse transfer to any particular entity or individual.  Please check with Zengar prior to selling your equipment.  There is a $295 fee for any approved license transfer.

Export/Import Regulatory Requirements: Customer acknowledges that items purchased from Zengar Institute Inc. (including, but not limited to, software and/or technology) contain significant United States/Canadian content. They are subject to all local applicable laws including but not limited to the Canadian Export and Import Permits Act, and the Export Administration Regulations of the United States, the International Traffic in Arms Regulations, the Office of Foreign Asset Controls as well as all other United States export controls where deemed applicable. Customer agrees that it will not divert, use, export or re-export such items contrary to any Federal, Provincial or State laws within the United States or Canada. Customer expressly acknowledges, and agrees that it will not export, re-export, trans-ship or provide such items to any entity or person within any country that is subject to United States and/or Canadian economic sanctions or embargoes without obtaining prior authorization from the applicable Government(s). Customer also expressly acknowledges and agrees that it will not export, re-export, trans-ship or provide such items to entities and persons that are ineligible under applicable laws to receive such items.

Trainer Listing:  This list contains contact information for those persons who are PASS members.
Being listed here implies neither any particular, nor general competence for any particular task, use or application beyond the operation of running NeurOptimal. In particular, listing here does not imply in any way suitability for licensure, certification in independent practice or the use of NeurOptimal for any particular purpose which could be understood as requiring such licensure or certification. It is incumbent upon those seeking neurofeedback services to determine the appropriateness and legality of the trainers education, qualifications and certification or licensure in their country, state or province, if they feel that is an important component of quality of training. NeurOptimal is to be used only for facilitating the relaxation response. Any other representations, statements or implications as to its suitability for any other particular purpose do not represent the terms and conditions under which NeurOptimal is distributed by Zengar Institute Inc. NeurOptimal is not a treatment for any known condition nor is it a means to derive any diagnostic formulation for any known medical or psychological disorder.  Zengar Institute Inc. assumes no responsibility for any actions undertaken by persons listed within these lists. By being listed here, the named listee indicates his or her understanding of and agreement with all of the above. In particular, the listed individual acknowledges by being listed here that he or she assumes any and all responsibility and/or liability for any other statements, representations or implication made by or attributed to them in connection with the use of NeurOptimal. Being listed here further acknowledges that the listed person shall hold Zengar Institute Inc., Susan Brown and Valdeane Brown harmless and blameless in the event of any concerns, questions or actions arising from their or their client's use of NeurOptimal for any purpose whatsoever. For further information on any relevant statutory guidelines or regulations or other matters concerning the use of biofeedback, neurofeedback and other related practices, contact www.aapb.org or www.snr-jnt.org. As in all matters related to health, contact your personal licensed primary healthcare provider before beginning any form of training, exercise or otherwise engage in any behavioral changes that may impact health. For further information concerning what being listed here means -- and does not mean -- please contact information@neuroptimal.com.


PASS Terms of Service

Who can join?
Users of the current version of NeurOptimal Professional Edition are eligible for membership (users of earlier versions must upgrade prior to seeking membership).

Which systems are supported under the PASS technical support umbrella?
• Your NeurOptimal installation must be on a supported system, approved by the technical team, via MouseCall.
• Systems less than 3 years old
• Membership is per license-encoder-computer system configuration. The owner of the license is generally the member. The owner may allocate a representative to stand in their stead.

Multiple Systems: Owners of multiple software licenses can purchase additional memberships at half price, assuming that the same person is representing all licenses.


NeurOptimal Representatives' PASS memberships are for their own personal systems. Representatives' users must purchase their own membership for their systems to be supported.

Membership Refusal/Termination:
• Zengar Institute Inc. always reserves the right to offer membership and to refuse membership entirely at its discretion, at any time.
• Should Zengar Institute Inc. (or its representatives) elect to terminate a membership, the user will be reimbursed for the time remaining less their membership months calculated at the monthly rate. So, if the individual pre-paid for the year and were asked to leave PASS after 4 months, their reimbursement would be the annual fee minus (monthly fee x4).

Privacy: The contents of PASS are private, and this privacy for all members is taken very seriously. Information and resources enjoyed as a result of PASS membership are for the member's own use only. While we certainly understand the process of sharing information with an interested significant other, please understand that under no circumstances can these resources or information contained therein be circulated in any manner, shape or form. PASS forums are confidential. Please do not post any PASS materials on any website.

Free Technical Support:  If you have just received a new bundle you are already a PASS member and your system has already been accepted under the PASS umbrella. Please refrain from having any technician other than a Zengar technician work on your system.  Technical support tickets incurred after an outside technican has worked on your system may result in that support time being billable. For other new PASS members, your system will be verified over an Initial MouseCall (billable), by our technical support staff and rendered supportable - or not - under the PASS umbrella.  Generally, systems that are configured by us and are less than three years old are accepted.  Systems that do not fall into this category may not be granted full PASS support.  More details will be provided to you by our technical and administrative staff should you fall into this category.  We have the right to accept or deny supporting a system technically under PASS upon inspection of the system via the initial MouseCall.  Hardware issues (except zAmp) must be dealt with directly with the manufacturer.  We can try to diagnose hardware issues, but in some cases a local technician may be required or the computer or encoder must be sent to the manufacturer for diagnosis & repair.  Technical Support is offered via the PASS forum and MouseCalls only.  We do not offer telephone support.
In no case can we help with internet connectivity or speed issues, nor do we support Macintosh computers. 

Annual membership:  Upon signing up at the monthly rate, you are committing to a 12 month contract.  Once those 12 months are up the membership will continue, but you can cancel at anytime.  Only should you cancel and then re-join will you need to complete the initial 12 month commitment again.  You can prepay for a year at a discounted rate or you can pay on a monthly basis at the regular fee. To pay on a monthly basis you need to provide customer care with a credit card that is valid through the duration of your membership.   We're sorry, no credits are issued for cancelled memberships and payment in full is required for any outstanding balance.

High Speed Internet: PASS members must avail themselves of high-speed (cable or DSL) internet access. Our ability to provide you with remote technical support depends on the quality of your internet connection. You also need high-speed internet to reasonably perform the necessary maintenance tasks on a regular basis. Please do not attempt a mousecall from a dial-up connection.  Also, please login to MouseCalls using a wired connection as apposed to wireless.  Wireless connections can drop which would require you to log back in each time.

System Specs: To have your system covered under PASS, your system must be "up to spec" to run the current version of NeurOptimal. This will be assessed at the initial mousecall. You will be advised of issues we detect, which you may or may not be able to rectify. Please understand Zengar Institute Inc. may not accept your system for coverage or maintenance under this program.

Please note that every effort has been made in this document to convey accurately both the rights of a PASS member as well as the responsibilities. Zengar Institute Inc. reserves the right to amend, add or delete items as necessary, at any time as a consequence of wisdom gained through experience with PASS. Any user applying for membership is assumed to be knowledgeable of, and in agreement with, the above terms of service.


AMBASSADOR PROGRAM:

Description: Zengar has established its Ambassador Program to enable NeurOptimal® Users to share their knowledge and supplement their income by receiving compensation for the referral and placement of NeurOptimal® systems to new users.

Who is Eligible? The Ambassador Program is open to all PASS members.

What Can be Sold? NeurOptimal® Professional Bundles

To Whom? To any individual who is not currently a customer of Zengar (new users), to whom a legal sale may be made, who will accept delivery in the USA or Canada, currently. Please indicate to the new user that he or she must submit your name as the referral when placing their order. Please note- the sale must be to a genuine new user who is not personally associated with you in any way. This includes selling to a company name with which you are associated, a family member or friends in the same household. Ambassadors may be banned from the Ambassador program if discovered to have attempted any of the above.

Remuneration: The Pass member who successfully places a system with a new user and whose name is listed in the “representative” section will be remunerated at 15% of the collected purchase price. The percentage is calculated on the base purchase price exclusive of any taxes, duties, shipping or other extraneous costs that may be added to prices to facilitate the sales process locally. These are always calculated on the base price in CAD, even though prices may be converted into currencies locally. If Zengar refers a client to an Ambassador, the remuneration will be reduced to 5%. Regretfully, we cannot compensate a PASS member whose name does not appear on the order form. A potential purchaser may contact a number of trainers out of their own due diligence to speak to them of their experiences of the system, it is up to you to decide whether you wish to spend time answering the persons questions or not. The PASS member can only be considered an Ambassador for a particular order when they deliver the actual order to us or have their name posted on the order form by the client as the representative.

Payment is made via Paypal.  In order to receive payment, please send an invoice to us within 30 days in the amount of $1425 CAD (15%) to ambassador@zengar.com that clearly indicates your name, your address, client name and “Ambassador Fee”.  Also include the e-mail address that is linked to your paypal account so we know where to send your funds.

Returns Should the client return the purchased system to Zengar for any reason (within 30 days), the ambassador fee will be reimbursed to Zengar within the following 30 days. Failure to provide the reimbursement within that 30 day period may result in PASS benefit access being denied and Ambassador status suspended.

Representative Status:  Any Ambassador who places 6 bundles or more during one calendar year is eligible to move up to Zengar Representative Status.  Please contact us for more information at info@zengar.com

Please note that all terms & conditions are subject to change.