Questions
Including the ones whose answers we would rather were better. If something here is wrong, tell us — that is the message we most want to get.
- Do I have to move my customer list?
- No. Add sites as you test them. Or send us a Syncta export or a spreadsheet and we load it for you.
- What does the first report cost?
- Nothing, and no card. First report free, then C$7 a report you approve. Rebooking your clients: C$15 per booked retest, nothing otherwise.
- Do you file it to the authority, or do I?
- In Burnaby and Nanaimo, we send it to the authority on your approval and record the receipt. Other cities: not yet; reply and we'll tell you when. Nothing goes to an authority without your yes. A failed device in the CRD is the portal case: Bylaw 3516 s.7.3 requires it to go through the CRD's CCC Portal within 14 days.
- Which authorities do you support?
- The CRD's own form field for field; the generic BC layout for every email-intake authority; the rules for all 71. If yours is missing something, tell us which one — that is genuinely how the order gets decided.
- Tell us which authority you file to →
- Is my logo on the report, or yours?
- Every report carries a small "Prepared with BackflowFiled" line in the footer, beside your name and certificate. We would rather you knew that now than found it on a report you had already sent.
- What happens to my records if I stop paying?
- You keep them. Cancelling does not lock you out of your own tests or the PDFs you have produced — every one of them stays downloadable. Keeping those records is a legal obligation you carry personally, so holding them would be indefensible.
- Can I get my data out?
- Yes, yourself, whenever you like. Settings has a "Download my records" button that builds a zip of everything — customers, sites, devices, every test, every document, your reminders and your people — as CSV, with a README explaining the columns. Every report PDF also downloads from the test it belongs to. No fee, no ticket queue, and no plan check anywhere in that path: a firm whose subscription lapsed still gets its records out.
- What we promise about your records →
- Is my data in Canada?
- Your records and documents are stored in the Canada (Central) region. The app itself and the document renderer run on servers in the United States, so data passes through the US in transit — we mention it because a compliance-minded customer will ask.
- Who at your company can see my customers' addresses?
- One account has production access, as the about page says. There is no support team browsing records, and firms are isolated from each other at the database level — there is a test that signs in as one firm and tries to read another's rows, and it has to come back empty.
- What if the authority rejects a report?
- You correct the test and re-render it. That produces a new version of the report with a new PDF, and the verification page for the old one then says it has been superseded — so anybody holding the old link can see there is a newer document. We do not yet track a rejection as its own state on the test; if an authority rejects one, tell us what they said, because that is the kind of thing that should be a field.
- What happens if I lose signal?
- Readings are held on the phone and sync once when you are back in range, with no duplicates. The app still needs a connection to open — the offline page says exactly where we are on that.
- What if I go over my device band?
- Tell us roughly how many devices you manage at signup — no proof needed. The product counts them as you load them and we true it up. Nobody gets a surprise bill. Rebooking is priced per booked retest, so there is no band to go over. Above a few thousand clients, write to us.
- Can I cancel?
- Any time. You keep your records.
Still stuck? Ask us. A person answers.