Warranty and Service Policy

This Policy explains access to warranty and repair service for Safeera equipment. Coverage comes from the product-specific written warranty and accepted equipment or service agreement supplied before purchase or lease, together with applicable law. This Policy is not a separately purchased extended warranty or insurance policy and does not invent a coverage period, deductible or benefit limit.

1. Coverage information before commitment

Before an equipment transaction is accepted, its documents must identify the warrantor, covered configuration and serial identification method, coverage period and commencement, covered parts and labor, exclusions, remedy, service territory, claim process and allocation of shipping or site-visit costs. Any manufacturer warranty passed through to a customer must be identified and supplied; it does not erase Safeera’s own express obligations.

A lease must identify which party arranges and pays for maintenance and the treatment of downtime. A paid service plan must state its term, price, covered events, deductibles or claim limits, cancellation and renewal before enrollment. A quotation, dashboard or general description is not a substitute for those terms.

2. Requesting service

Email hello@safeera.ai with the Unit identifier, order or lease reference, location, issue and a contact for access. Do not open or dismantle the Unit to diagnose it unless qualified and expressly authorized. Stop use and follow safety instructions where a condition may be hazardous. A safety concern should be marked “Product safety.”

Safeera will identify the applicable provider, assess the request and explain the next step. Reasonably available proof of the transaction may be requested, but inability to produce a particular form of receipt does not remove a legal right. A request for prompt reporting is not a shortened statutory limitation period or an exclusion of latent defects.

3. Diagnosis and repair

Diagnosis may use the health information reasonably necessary for the issue. Private files, tenant workloads, microphones and cameras are not part of a general service authorization. Any additional access requires an explained purpose and appropriate permission. Before work that may affect data, the provider and customer must address backups, migration or secure handling appropriate to the service.

Chargeable work outside coverage requires an estimate and authorization before it is performed. The estimate must identify labor, parts, travel, shipping, taxes and any diagnostic charge. A rejected estimate does not authorize a charge that was not disclosed and accepted. Replaced parts and disposal are handled under the applicable warranty, safety and environmental requirements.

4. Limits and preserved rights

Coverage may distinguish a manufacturing defect from damage caused by misuse, an unauthorized modification or operation outside specified limits, but an exclusion must be lawful and relevant to the actual cause. A third-party part, independent service or open-source modification does not automatically void all warranty rights. Applicable restrictions on tying warranty coverage to paid branded service remain in effect.

Nothing here disclaims an implied warranty where law prohibits doing so, limits a non-waivable consumer remedy or conditions a required recall remedy on buying a subscription. Equipment ownership, resale and permitted transfer are determined by the applicable agreement; a service account alone does not change title.

5. Escalation and service changes

If a service decision is disputed, contact legal@safeera.ai with the case or Unit reference and the reason. The accepted agreement’s dispute process applies. Ending an optional subscription does not erase an existing covered claim, recall duty or surviving product warranty. Software-support and end-of-support commitments must be stated for the purchased offering and communicated before a material change.

Postal contact: Safeera, Attention: Service, 101 Jefferson Dr., Menlo Park, CA 94025, United States.