政策与条款-ENGINEAI众擎

EngineAI After-Sales & Maintenance Policy V2.0

For all new PM series robots purchased through legitimate channels, if equipment malfunctions occur during the warranty period due to normal operation in accordance with the PM user manual or EngineAI's official guidelines, and such malfunctions meet the conditions listed in the "Product Performance Fault List", EngineAI or authorized service providers will provide after-sales repair services.

1. Product scope

EngineAI PM series robot products.

II. Scope of application

This policy applies to delivery and maintenance services in China and overseas markets.

III. Warranty Period

Standard 12-month warranty.

Note:The warranty period varies according to local consumer laws and regulations,and is subject to local laws and regulations

IV. Warranty Certificate

Any of the following warranty certificates is acceptable;

If the warranty periods overlap, the longest warranty period applies.

1. Purchase invoice: sales invoice or receipt issued by EngineAI Company or authorized agent;

2. Warranty Card: The product warranty card must be stamped by EngineAI Company or its authorized agent; any alterations will be invalid.

3. Activation date: If you cannot provide a valid invoice or warranty card, the activation date can be used as the warranty start date;

4. Delivery date: The warranty starts the day after the product is delivered.

V. Contents of the Service

All new PM devices purchased legally from EngineAI or authorized EngineAI channels are eligible for the following services:

1. Chinese mainland

1) Remote support service

If you encounter technical issues or need assistance while using the device, please contact EngineAI's after-sales team at any time.

We provide 7×12-hour remote support(via phone or WeCom)to quickly resolove customer issues.

2) Factory repair service

If remote service cannot resolve the issue, EngineAI provides factory return repair service. The equipment or spare parts will be sent back to the factory for software/hardware upgrade or repair. It is free during the warranty period, and the fee will be charged after the warranty period.

2.Overseas regions(including Hong Kong,Macao and Taiwan)

1) Remote technical support service

Provide remote technical support(including phone and email)to answer questions and troubleshoot.

2) Spare parts support service

For parts that need to be replaced, spare parts will be sent free of charge during the warranty period (subject to warranty conditions), and paid replacement will be provided after the warranty period.

3) On-site Service Provided Based on Actual After-sales Assessment Results

Due to geographical limitations, fault resolution for overseas regions will be prioritized via remote technical support and spare parts replacement. Services including mail-in repair, on-site maintenance, or support from local after-sales service centers will be provided based on the actual results of the after-sales assessment.

VI. Product Warranty Information

1. Product component warranty duration

category of the product

Product content

guarantee period

Whole machine & electronic accessories

EngineAI robotics main unit, power cord, charger and remote controller

12 months

Attachments & Consumables

Basic accessories (aircraft case, hanger, etc.)

Not covered by warranty

2. Product performance failure

If a device fails due to improper operation according to the PM user manual orEngineAI's official guidelines, and the issue is listed in the Product Performance Failure Table,EngineAI or its authorized service provider will provide free after-sales repair.

name	Performance issue
Robot Main Unit (Including Electronic Components)	The features listed in the user manual are not available
	Cannot start normally
	Unsteady on foot
	The emergency stop button is not working or responding with delay
	Other feature failures cause the device to malfunction
Power or charging cable	Cannot work properly or power on correctly
Other electronic components	Not working properly

3. Warranty Limitations

Please note that the following situations (including but not limited to) are not covered by EngineAI warranty：

1) The product identification information (such as bar code, model) is altered, torn or destroyed.

2) Damage caused by human intention or negligence, including abnormal use in the environment, failure to use according to the instructions, etc.

3) Damage caused by abnormal voltage (such as high voltage or abnormal power failure).

4)Damage caused by disassembly,repair or modification of the equipment by personnel or service agencies other than EngineAI or authorized by EngineAI.

5) Damage caused by force majeure (such as fire, flood, earthquake, lightning strike, war, etc.).

6) Accessories, consumables and other items are not covered by warranty.

7) Physical damage or alteration on the surface of the equipment.

8) Devices with modified hardware or software without EngineAI's authorization.

9) Equipment whose product usage time exceedsEngineAI's warranty period.

10) Authorized only for use in experiments, tests, training or demonstrations.

4. Paid maintenance service

For the above products beyond the warranty scope, EngineAI can provide paid maintenance service, and the cost will be charged by EngineAI. The specific fee is subject to the service quotation provided by EngineAI.

For customers in China and overseas, if they require additional 24/7 on-site support services from EngineAI, EngineAI can dispatch service engineers to the customer's site for support.

Ⅶ.Trade Compliance and End-Use Commitment

The Customer confirms and warrants that the Products purchased shall be used solely for civil and commercial purposes only. The Customer undertakes to strictly comply with the export control laws and regulations, economic sanctions laws, and relevant administrative orders that are currently in effect or as may be amended, including but not limited to, China, the United States, the European Union, the United Nations, and other relevant countries and regions (collectively referred to as the Trade Compliance Laws). The Customer acknowledges that the Products, technologies, software, and services purchased (collectively referred to as the Controlled Items) may be subject to specific restrictions under the jurisdictions mentioned above.

If the Customer resells, donates, or otherwise transfers the Controlled Items to any third party, the Customer shall be obligated to conduct due diligence on the recipient to ensure that the recipient does not violate any of the foregoing provisions. The Customer shall require its downstream recipients to execute a compliance commitment letter with equivalent legal effect and similar content as this clause. Upon the Seller’s request, the Customer shall provide EngineAI with the end-user certificate and relevant logistics tracking documents within three (3) working days to verify that the final destination of the Products complies with OFAC and/or other relevant international sanctions requirements.

Ⅷ. Contact Us