GENERAL TERMS AND CONDITIONS

Manufacturers’ Terms and Conditions apply to every robot. (Except NAO and Pepper robots that are entirely covered by this RobotLAB T&C)

The robots are for customer use only, not for retail or reselling purposes.

Returns will be accepted with a 20% restocking fee, only for unopened products, within 30 days from purchase. Opening the box means you are waiving your right for a refund. Before shipping back a product - please send an email to: support (at) robotlab.com and ask for an RMA form. We can't guarantee proper handling of products sent without a proper RMA form from us.

US customers: In a situation where the robot needs to be shipped back for repair under the manufacturer’s warranty, the customer should pay the shipping to and from the RobotLAB office.

Customers outside the USA will also have to ship the broken units to and from RobotLAB at their cost. When shipping to RobotLAB, it is advised to mark the shipment as a "temporary import for repair", and include the serial number of the product on the documentation in order to avoid taxes going out and back into the customer's country.

The customer is not allowed to make any modifications to the robot’s hardware.

Opening the robot’s shell will void the warranty.

Batteries are covered under warranty for three (3) months from the purchase date. Manufacturers advise repeated charging cycles at least once every three months if batteries aren't in use.

In any case, customized products can not be returned for a refund.

Services can be canceled up to 1 week before the service date. Once provided, no refund will be issued.

All Prices are before any applicable tax. (Sales tax, VAT, Tariffs or any other government-issued tax)

An early termination fee of a lease or a payment plan is 50% of the total remaining contract balance, plus the return of the robot in working condition.

 

GOLD SERVICE CONTRACT

Gold service contract, if purchased, is a program that provides hardware warranty and unlimited RobotLAB support (unlimited access to RobotLAB Support by phone or email), software updates, fixes and critical patch updates. Hardware warranty includes normal wear and tear, breakage, software updates, defects, and other issues that may arise during normal use. Force majeure, neglect, and misuse are not covered under this warranty.

 

 

If a robot needs to be send back for repair, customer pays to ship the robot to Supplier (in its original box). If the original box can't be used, then the customer must purchase an original box from the Supplier.

 

PLATINUM SERVICE CONTRACT

Platinum service contract, if purchased, is a program that provides hardware warranty, unlimited RobotLAB support (unlimited access to RobotLAB Support by phone or email), swap program and preventive maintenance.

The Swap program provides business continuity for your Robot. Supplier will respond to and commence efforts to fix the Error within [24] hours hours after the notification time. If the error is not resolved within [48] hours of the notification time, a replacement robot will be shipped within 1 business day. (Return shipping and swap shipping included, the original robot will not be returned).

The Preventive Maintenance program includes a one-time yearly onsite intervention for robot checkup, software update (when needed) and cleaning. 

 

ROBOT-AS-A-SERVICE (RaaS) TERMS AND CONDITIONS

 

These Terms and Conditions ("Agreement") govern the Robot-as-a-Service ("RaaS") subscription provided by RobotLAB Inc. ("Provider") to the Customer ("Subscriber" or "Customer"). By subscribing to the RaaS Plan, the Customer agrees to abide by these Terms.

 

• Service Description

RobotLAB provides robots and related services, including hardware, software, and support, under a subscription model. The subscription includes:

• The use of robotic equipment
• Software updates and remote monitoring
• Maintenance and technical support
• Optional training and onboarding services

 

• Subscription Term & Renewal
  1. Term – The initial subscription term begins on the date of robot deployment and lasts for the period specified in the contract.
  2. Renewal – Unless terminated in accordance with this Agreement, the subscription will automatically renew for successive periods of the same length.
  3. Termination – The customer agrees to pay a 3-month penalty for early termination and during the 1^st year customer agrees to pay for the full 1st year commitment.

 

• Payment Terms
  1. Subscription Fees – The Customer agrees to pay the fees associated with the RaaS Plan as outlined in the service agreement.
  2. Billing Cycle – Payments are due monthly or annually, as specified in the agreement.
  3. Late Payments – Late payments may result in service suspension. A late fee of 1.5% per month or the maximum amount allowed by law may apply.
  4. Price Adjustments – RobotLAB reserves the right to adjust subscription fees upon renewal with at least 60 days' notice.
• Financing of Equipment
  1. Third-Party Financing – The financing of robotic equipment (hardware only) is outsourced to RobotLAB’s financial partner, Ascentium Capital. RobotLAB does not provide financing services and is not responsible for financing approvals.
  2. No Guarantee of Approval – The Customer acknowledges that financing approval is solely determined by Ascentium Capital and that RobotLAB makes no representations or guarantees regarding financing eligibility or terms.
  3. Independent Agreement – Any financing agreement between the Customer and Ascentium Capital is separate from the RaaS subscription agreement and does not affect the Customer’s obligations to RobotLAB.
• Ownership & Usage Rights
  1. Ownership – All robotic hardware, software, and associated components remain the property of RobotLAB unless otherwise stated in the financing agreement with Ascentium Capital.
  2. Usage Rights – The Customer receives a non-exclusive, non-transferable right to use the robots and software for the duration of the subscription.
  3. Restrictions – The Customer shall not modify, resell, rent, or lease the robots, nor attempt to reverse-engineer the software.
• Maintenance & Support

The maintenance and support services provided by RobotLAB depend on the service plan selected by the Customer:

1. Silver Plan:

• Hardware Warranty Coverage*.
• Software Updates.
• 9am-5pm CST Unlimited Technical Assistance by Phone and Email.
• Customer pays for shipping the robot to RobotLAB. RobotLAB covers the return shipping after repair.
• On-Demand Support Response:
  • Initial Reponse: < 24 hours.
  • Workaround for Issue: 4 business days after initial response.
  • Full resolution of Issue(s): 7 business days after initial response.

 

 

1. Gold Plan:

• Hardware Warranty Coverage*.
• Software Updates.
• 9am-5pm CST Unlimited Technical Assistance by Phone and Email.
• RobotLAB fully covers all shipping expenses for both sending the robot in for repair and returning it to the customer after servicing.
• On-Demand Support Response:
  • Initial Reponse: < 12 hours.
  • Workaround for Issue: 2 business days after initial response.
  • Full resolution of Issue(s): 4 business days after initial response.

1. Platinum Plan:

• Hardware Warranty Coverage*.
• Software Updates.
• 24/7 Unlimited Technical Assistance by Phone, Email and Private Slack channel.
• RobotLAB fully covers all shipping expenses for both sending the robot in for repair and returning it to the customer after servicing.
• Yearly onsite Preventive Maintenance (Internal cleaning, software updates, testing, etc.).
• SWAP Program: If a robot fails to perform as outlined in the Statement of Work (SOW), a replacement robot will be shipped within 2 business days.
• Yearly Refresher Online Training.
• RobotLAB Care Pack (Consumables quarterly mailed) available for eligible equipment.
• Eligible for Trade-in Program
• On-Demand Support Response:
  • Initial Reponse: < 2 hours.
  • Workaround for Issue: 4 hours after initial response.
  • Full resolution of Issue(s): 8 hours after initial response.

 

* includes normal wear and tear, breakage, software updates, (as allowed by manufacturer) defects, and other issues that may arise during normal use. Force majeure, neglect, and misuse are not covered under this warranty.

 

• Customer Responsibilities
  1. Proper Use – The Customer agrees to use the robots in compliance with safety guidelines and operational requirements.
  2. Environmental Conditions – The Customer must ensure a suitable operating environment (e.g., power supply, connectivity, workspace).
  3. Data Security – The Customer is responsible for protecting sensitive data and complying with all applicable data privacy laws.
• Liability & Indemnification
  1. Limitation of Liability – RobotLAB is not liable for indirect, incidental, or consequential damages resulting from robot usage.
  2. Indemnification – The Customer agrees to indemnify RobotLAB against claims, damages, or liabilities arising from misuse or third-party claims related to the Customer’s operations.
• Termination & Return of Equipment
  1. Termination for Breach – RobotLAB may terminate the agreement if the Customer violates these Terms and fails to remedy the breach within 10 days of notice.
  2. Return of Equipment – Upon termination, the Customer must return all robotic equipment in good working condition. Failure to do so may result in additional fees.
• Confidentiality & Data Usage
  11. 1 Confidentiality – Both parties agree to keep proprietary information confidential and not disclose it to third parties.
  12. Data Usage – RobotLAB may collect and analyze usage data to improve services but will not share sensitive data without consent.
• Miscellaneous
  1. Force Majeure – Neither party is liable for delays due to events beyond their control (e.g., natural disasters, strikes, supply chain disruptions).
  2. Amendments – RobotLAB reserves the right to modify these Terms, with prior notice to the Customer.

By subscribing to the RaaS Plan, the Customer acknowledges and agrees to these Terms and Conditions.

 

TRAINING

Training, if purchased, will be scheduled at least 2 weeks in advance directly with RobotLAB representative at training (at) RobotLAB.com

The training is provided online or on the customer premises Monday to Friday, 9 am-5 pm PT.

The customer must provide a room with a projector, so the course teacher will be able to easily share his screen with the group

On-site training schedule - 1 or 2 full working days. From 9 am to 5 pm.

Training includes hotel and other travel costs.

During the training, RobotLAB will provide code samples and other related materials.

ROBOTLAB WARRANTY

RobotLAB Warranty (if purchased) includes 1 year of extended warranty (given a continuous warranty coverage at all times since the initial warranty expiration) which includes normal wear and tear, breakage, software updates, (as allowed by manufacturers) defects, and other issues that may arise during normal use. Force majeure, neglect, and misuse are not covered under this warranty.

Swap program (if purchased) provides business continuity for your Robot. A replacement robot will be shipped within 1 business day after your Customer Success Manager determines that a robot needs a repair in the lab. (Return shipping and swap shipping included, the original robot will not be returned). A robot must be under warranty (purchased separately) to be eligible for a swap.

In any case, batteries are covered for three months from the original purchase date and are not included in any warranty extension.

 

ROBOTLAB SUPPORT

If purchased, RobotLAB support can include the following services:

• Support Level 1 includes 1 year of RobotLAB email support including answers to customers' questions; product workarounds where possible etc.
• Support Level 2 includes 1 year of RobotLAB access to RobotLAB's Slack Support Channel for live chat with the technical team (link will be shared with eligible customers), and access to the phone, email, and video calls for support on demand.
  
  

APPLICABLE LAW

This agreement is interpreted and enforced in accordance with the laws of California. RobotLAB Inc. and the Client both accept the exclusive jurisdiction of Californian courts. Any dispute regarding this agreement will be settled by the relevant courts of the state of California.

 

COPYRIGHT

Content published on this website (digital downloads, images, texts, graphics, logos) is the property of RobotLAB and/or its content creators and protected by international copyright laws. The entire compilation of the content found on this website is the exclusive property of RobotLAB, with copyright authorship for this compilation by RobotLAB.

 

COMMUNICATION

The entire communication with us is electronic. Every time you send us an email or visit our website, you are going to be communicating with us. You hereby consent to receive communications from us. If you subscribe to the news on our website, you are going to receive regular emails from us. We will continue to communicate with you by posting news and notices on our website and by sending you emails. You also agree that all notices, disclosures, agreements, and other communications we provide to you electronically meet the legal requirements that such communications be in writing.

 

LICENSE AND SITE ACCESS

We grant you a limited license to access and make personal use of this website. You are not allowed to download or modify it. This may be done only with written consent from us.

We reserve all rights to terminate accounts, edit or remove content and cancel orders at our sole discretion.

We reserve the right to change these terms and conditions at any time without prior notice. 

In this agreement, "we", "us", "our" etc. refer to RobotLAB Inc. a DE company.