Autel Robotics Care-Terms of Service
Terms of Services (Autel Care Standard)
Thank you for your concern about Autel Care Standard 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 Service, you acknowledge that you have read, understood, and agreed to these terms of the Services.
2. To ensure that you can enjoy the Services normally, the Services and the corresponding Autel Robotics product(s) must be purchased from the same country or region.
3. If the Service you purchased includes a Flyaway Replacement (guarantee/discount purchasing) service, you must log in to your Autel Sky account before the flyaway accident occurs (and during the flight), and connect your mobile device to the remote controller to synchronize flight records. If the associated and binding operations have not been completed for an aircraft, or any of the operations were canceled after completion, you will not be able to apply for the related flyaway replacement service (guarantee/discount purchasing) if there is a flyaway accident.* Flyaway protection is only available for EVO Lite and Nano series.
4. One Autel Care can only be bound to an Autel Robotics product when you meet the 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, and the validity of the original service and the warranty period of the original product continue.
5. 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 failure, damage, and flyaway replacement are hereinafter referred to as "Replacement Service". If the product(s) that you have purchased Autel Care is damaged or lost under normal use or due to an accident during the warranty period, you can obtain a fully functioning product from Autel Robotics after completing the replacement service process.
2. Terms of Services
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Services Type |
Autel Care Standard |
Autel Care Standard Extension （2nd Year) |
Autel Care Standard (2-Year Service) |
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Purchasing Criteria |
This service can be bound to your product when it meets one of the following criteria: • Brand new and unactivated product. • A product(s) activated within the last 48 hours. • Passed the Autel Robotics official quality verification within the warranty period. |
This service can be bound to your product(s) when it meets all of the following criteria: • Autel Care Standard has already been purchased. • Autel Care Standard has not yet expired. • There are at least 1 or more than 1 replacement services left under Autel Care Standard. |
This service can be bound to your product(s) when it meets one of the following criteria: • Brand new and unactivated product. • The product(s) was activated within the last 48 hours. • Passed the official quality verification within the warranty period. |
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Supported Models |
Autel Robotics consumer-level and industry-level products (excluding "Autel Dragonfish Series") |
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Free Round-Trip Shipping |
Eligible in the Chinese mainland, United States, and European Union. (If you are not in the above areas, you can purchase Autel Care services, but cannot enjoy the free shipping and free return services. In case of a replacement, you are liable for the one-way shipping fee, tariffs, and customs clearance.) |
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Purchasing Method |
• For the NANO series, LITE series, EVO II, and EVO II PRO, you can purchase Autel Care on the official site, or through affiliate or sales channels. • Other models can only be purchased through affiliate or sales channels. |
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Service Contents |
• 2 replacements at a low price. (One flyaway replacement service is available for NANO and LITE series. Using the flyaway replacement service will reduce one low-price replacement service. The flyaway replacement service is not supported for other models.) |
• 1 replacement at a low price. • Enjoy a 1-year extended warranty for product parts. (excluding battery） • Do not inherit the rights that are not used in Autel Care Standard. (One flyaway replacement service is available for NANO and LITE series. Using the flyaway replacement service will reduce one low-price replacement service. The flyaway replacement service is not supported for other models.) |
• Enjoy two replacements at a low price in the first year and enjoy one replacement at a low price in the second year. • Enjoy a 2-year warranty service for product parts. （excluding battery） (One flyaway replacement service is available for NANO and LITE series every year. Using the flyaway replacement service will reduce one low-price replacement service. The flyaway replacement service is not supported for other models.) |
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Purchase Limit |
• If you have ever purchased Autel Care Standard, you can buy Autel Care Standard Extension. • If you already purchased Autel Care Standard (2-year Service), you can not buy Autel Care Standard Extension. |
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Refund rules |
The Autel Care code is not activated and the refund request is raised within 7 days from the purchase day. |
The Autel Care code is not activated and the refund request is raised before the 1st year Autel Care expires. |
The Autel Care code is not activated and the refund request is raised within 7 days from the purchase day. |
* The replacement service of Autel Care covers the fuselage of the products, battery, gimbal, and propeller. Other parts are not supported.
* For limited replacement services, one replacement will be deducted after a replacement is used. The new aircraft will automatically bind to the Service of the original product and inherit the warranty period of the original product. To view the number of remaining available replacements, visit the official support site of Autel Robotics (Autel Care) https://www.autelrobotics.com/page/query
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 do 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 Process
Step 1. Contact your local Autel Robotics after-sales service.
Step 2. Send back the damaged aircraft body, gimbal, and battery.
Step 3. After Autel Robotics assesses the damage, you can choose to use the replacement service.
4. Replacement Service Fee
4.1 Replacement fee: You must pay the replacement fee if you want to use the replacement service.
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/privacyand read the Autel Robotics privacy policy carefully. By applying for the service, 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 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 under any of the followingcircumstances:
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 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 you legally responsible for any activity that involves improper benefits by creating an accident.
3. Products are purchased from non-Autel Robotics official or authorized channels.
4. Autel Care and the corresponding product are not purchased from the same country or region.
5. You voluntarily applied for withdrawal from Autel Care 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.