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

Robot As A Service, if purchased, is a program that provides access to a robot, for a set period of time, as contracted. (Like a car rental)

The customer does not own the robot, nor has any title claim to the robot. 

Cloud-Based Software that is required for the operation of the robot can be accessed during the contract period. At the end of the contract, the customer's data will be removed. (Customer can back up their data if needed)

At the end of the contracted period, the customer needs to return the robot back to RobotLAB, undamaged. Damaged if occurred or missing parts, will be billed to the customer.

During the contract period, RobotLAB will provide support and repairs for the robot at no additional cost. To remove any doubt, repair and support are free of charge for hardware or software failures. Customer-induced damages (for example - due to water spills) are not covered, and the customer will be invoiced for the repair and shipping costs.

Customers can purchase a Swap Program add-on, which ensures business continuity. under this program, RobotLAB will send a replacement robot within one business day from the time a Customer Success representative confirmed the robot needs to be repaired. The customer needs to return the broken robot ASAP and the swapped robot at the end of the contract.

 

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.