Terms of Service (Autel Care Premium)

Terms of Services (Autel Care Premium)

Thank you for your concern about Autel Care Services (hereinafter named “the Services” or “Autel Care”).

Please be noted the following important points:

1. Autel Robotics Co., Ltd.(hereinafter named “Autel Robotics” or “we”) has informed you of the guaranteed rights and related contents before you purchase the service.By purchasing the Services, you acknowledge that you have read, understood, and agreed to these terms of the Services. After you purchase Autel Care Premium for your product, if your product gets damaged accidentally, you can request a replacement or repair service.

2. To ensure that you can enjoy the Services normally, Autel Care and the corresponding Autel Robotics product(s) must be purchased from the same country or region.

3. One Autel Care can only be bound to an Autel Robotics product when you meet the required purchasing criteria. After using the Services provided by Autel Care, if the product's serial number is changed, the provided product will automatically bind to the original product's Autel Care Premium, and the validity of the original service and the warranty period of the original product continues.

4. The serial numbers of your Autel Robotics product and product parts are essential for using Autel Care. Please keep the information to yourself and do not disclose it to others. If the serial number of your Autel Robotics product is lost or stolen, you shall bear the corresponding responsibilities.

1. Introduction to Services

1.1 All Services are provided by Autel Robotics Co., Ltd. or our designated affiliated companies (hereinafter referred to as "Autel Robotics"). There may be differences in the services provided by Autel Care for different products. The details are subject to the content of the contract signed when purchasing the Services.

1.2 Product Accidental Damage Repair and Replacement Service is referred to as "replacement service". If the product(s) that you have purchased from Autel Care specified in this agreement is damaged under normal use or due to an accident during the warranty period and the damage is within the service scope, you can obtain a fully functioning product from Autel Robotics after completing the replacement service process.

2.Terms of Services

*The replacement service covers the fuselage of the product, battery, gimbal, and propeller. Other parts are not supported.

Any loss or damage caused outside the Services content is not covered by the Services guarantee. Specifically, it mainly includes the followings:

(1)The date when you apply for the replacement service is not within the validity of the service.

(2)Parts not covered by the part replacement service.

(3)Damage caused by using your product together with a non-Autel Robotics product or third-party accessory/software that is not authorized by Autel Robotics.

(4)Some or all of your product’s parts that are covered by the replacement service have been lost.

(5)The product’s parts that are covered by the replacement service have been stolen, looted, or discarded.

(6)Damage to the product caused by flights in unsuitable conditions (including but not limited to meteorological and hydrological environments) or operation not in accordance with the recommended use, as outlined in the product's user manual. Or product damage caused by violation of drone airworthiness requirements.

(7)Termination of the Services due to your specific misconduct, including: ①intentional damage. ②Damage caused by use of the product for activities that are illegal or in violation of usage rules. ③Damage caused by unauthorized third party’s repair.

(8)Damage to the product caused by natural disasters, wars, military actions, riots, coups, terrorist activities, etc.

(9)Technical enhancements or performance improvements for the product provided at an extra fee.

(10) Damage to the product caused by modification operations not in accordance with the official user manual of Autel Robotics.

(11) Abrasions and shell damage that does not affect the performance of the product.

(12) Indirect loss or anticipated profit in any form.

(13) Personal injury or property damage to the customer or other personnel caused by the product(s).

(14) Any litigation, arbitration, and related expenses in connection with the Services.

3.Replacement/Repair Process

Step 1. Contact your local Autel Robotics after-sales service.

Step 2. Send back the damaged fuselage, gimbal, and battery.

Step 3. After Autel Robotics assesses the damage, you can choose to request a new product or repair the damaged product based on the assessment result. After the replacement or repair service is performed, Autel Robotics will deduct the corresponding quota (the same as the amount on the damage assessment report) from the coverage limit pool of your unmanned product.

4.Replacement service fee

4.1 Replacement fee: If the applicable quota in the coverage limit pool can cover the cost of a repair or replacement, the corresponding quota will be deducted. However, if it is not enough to pay for the last repair or replacement service, the exceeding part shall be paid in cash according to the actual quotation in the damage assessment report.

4.2 Logistics and other fees:

(1) The replacement service can only be used in the country or region corresponding to the version selected when you purchase Autel Care (hereinafter referred to as "service area"). The two-way shipping fees incurred in the service area shall be borne by Autel Robotics.

(2) If you use the replacement service in a non-service area, you shall be responsible for the one-way postage, taxes, and other fees that are not agreed upon in this service agreement. If the above conditions are not met, Autel Robotics has the right to refuse to provide replacement services.

(3) Please do not send back parts or products that are not covered by the service terms, including the remote controller, accessory battery in a kit, batteries purchased separately, other Autel Robotics accessories, or third-party accessories. The related fees incurred by sending back the above parts shall be borne by you.

5. Privacy Policy

5.1 Before applying for Autel Care, please visit https://www.autelrobotics.com/page/privacy and read the Autel Robotics privacy policy carefully. By applying for Autel, you hereby acknowledge that you have read, agree to, and abide by this Privacy Policy. You authorize to provide Autel Robotics with your personal information including your name, email, address, mobile number, fax number, and ID number (if applicable) so that Autel Robotics can contact you and confirm your identity.

5.2 Before sending out your product(s), please back up the your personal information stored in your product. We do not keep information stored in the products you send back. So if you apply to use the replacement service, you agree that Autel Robotics can delete all data automatically recorded in your product.

5.3 If you apply for the replacement service, do not send back your SD card. Autel Robotics shall not be liable for any loss or damage of data in the SD card that you have sent back to Autel Robotics.

6. Termination of Service

Autel Robotics has the right to terminate the replacement service under any of the following circumstances:

1. The agreed validity period of the replacement service has been reached.

2.The replacement services have run out.

Autel Robotics has the right to terminate Autel Care Premium services under any of the following circumstances:

1.The product has been repaired and/or the gimbal has been replaced at a maintenance site that is not officially designated by Autel Robotics.

2.The Autel Robotics product bound to Autel Care Premium is intentionally damaged. In this case, the service plan will automatically terminate, and Autel Robotics will not refund the service purchase and replacement fees paid. Autel Robotics reserves the right to hold your legally responsible for any act that involves improper benefits by creating an accident.

3.Products are purchased from non-Autel Robotics official or authorized channels.

4.Autel Care Premium and the corresponding product are not purchased from the same country or region.

5.You voluntarily applied for withdrawal from Autel Care Premium services and it has been confirmed by Autel Robotics.

7.More Information

Log in https://www.autelrobotics.com to know more information. For questions regarding the Services, contact us by email at support@autelrobotics.com or call us at (844) MY AUTEL or (844) 692-88 35.