Cancellation and Refund Policy
Comprehensive Cancellation and Replacement Policy for IndoAi Technologies Pvt Ltd AI Camera
Preamble: Our Commitment to Quality and Customer Satisfaction
IndoAi Technologies Pvt Ltd (“Company,” “We,” “Us,” “Our”) is dedicated to providing innovative and high-quality AI Camera products and associated services. We strive for excellence in both our technology and the support we offer to our customers. This Cancellation and Replacement Policy (“Policy”) has been established to clearly outline the terms and conditions under which a camera replacement may be provided in specific, defined circumstances. It is designed to be fair, transparent, and to ensure a consistent approach to customer claims. By purchasing, accessing, or using the Product and any Associated Services (as defined herein), the Customer (“You,” “Your”) acknowledges and agrees to be bound by the terms and conditions set forth in this Policy. This Policy is an integral part of the overall terms of service governing Your relationship with the Company.
I. Introduction and Policy Scope
- A. Purpose and Acceptance of Policy
This Policy governs the conditions and procedures for the replacement of the designated AI Camera product(s) (hereinafter referred to as the “Product”) and any associated software features or services (hereinafter referred to as “Associated Services” or “Services”) offered by the Company. The primary remedies under this Policy are repair or replacement, as detailed herein; general order cancellations prior to shipment may be subject to separate terms outlined at the point of sale or in other Company documentation.1
The act of purchasing, registering, or using the Product and/or Associated Services signifies Your unconditional acceptance of all terms and conditions stipulated within this Policy. It is a standard contractual principle that by proceeding with a purchase or use of service where terms are made available, the user agrees to be bound by those terms. This ensures that all parties have a clear understanding of their rights and obligations from the outset, thereby minimizing potential disputes arising from claims of unawareness regarding the policy provisions. This Policy is intended to be legally binding and enforceable. - B. Covered Product(s) and Associated Service(s)
This Policy specifically applies to the following AI Camera model(s):.
Furthermore, this Policy extends to cover issues related to the “Associated Services” intrinsically linked to the functionality and value proposition of the covered Product(s). These Associated Services are defined as App”].
The precise definition of these Associated Services is of paramount importance. Vague descriptions can lead to an unmanageable scope of claims related to “Service Dissatisfaction.” By clearly enumerating the services and their core functionalities, the Company can more effectively manage customer expectations and define what constitutes a verifiable failure or material deviation from advertised capabilities.2 This specificity is fundamental to assessing claims objectively and is a prerequisite for establishing any service level expectations, as discussed in Section VI. Moreover, a clear definition of services informs accurate product design, marketing communications, and the setting of appropriate customer expectations from the initial point of contact, which can proactively reduce the incidence of dissatisfaction claims.
II. Definitions
For the purposes of this Policy, the following terms shall have the meanings ascribed to them below:
- “Company,” “We,” “Us,” “Our”: Refers to IndoAi Technologies Pvt Ltd, its subsidiaries, and authorized affiliates.
- “Customer,” “You,” “Your”: Refers to the original end-user purchaser of the Product directly from the Company or from one of its authorized resellers or distributors.4 This Policy does not extend to subsequent owners or purchasers of used Products unless explicitly stated otherwise in writing by the Company.
- “Product”: Refers to the specific AI Camera model(s) explicitly identified in Section I.B of this Policy, including its standard in-box hardware components.
- “Associated Services” / “Services”: Refers to the specific AI-driven features, cloud functionalities, software applications, or subscription-based services provided by the Company that are intrinsically linked to the operation of the Product, as explicitly identified and described in Section I.B of this Policy.1
- “Hardware Defect”: A reproducible fault, flaw, or failure in the material or workmanship of the Product’s physical components, existing at the time of original purchase or arising during normal use in accordance with product documentation within the Warranty Period, which prevents the Product from functioning in substantial conformance with its officially published specifications. A Hardware Defect does not include damage or failures resulting from causes excluded under Section V of this Policy.4 The Company’s determination as to the existence of a Hardware Defect shall be made in accordance with this Policy.
- “Service Dissatisfaction”: A state of discontent experienced by the Customer specifically and directly arising from a Verifiable Service Failure of one or more core advertised features of the Associated Services to perform according to the standards outlined in Section VI (Service Level Expectations) of this Policy, or in the absence of explicitly stated Service Level Expectations for a particular feature, a demonstrable, persistent, and material deviation from the core advertised functionalities of such Associated Services. Such dissatisfaction must not be attributable to causes excluded under this Policy, including but not limited to Customer-side issues or Misuse.10 The assessment of Service Dissatisfaction leading to a potential Product replacement is contingent upon the criteria outlined in Section IV. Simply put, a failure to meet expectations that were never set by the Company, or dissatisfaction with aspects of the service that are performing as advertised, will not constitute Service Dissatisfaction under this Policy.
- “Verifiable Service Failure”: An objectively demonstrable, reproducible, and persistent inability of an Associated Service to meet a specific, measurable performance metric as outlined in Section VI (Service Level Expectations) of this Policy, or a clear, documented, and consistent failure of a core advertised service function to operate as described in official Company documentation.13 This requires more than anecdotal evidence of intermittent issues and typically involves a pattern of failure that significantly impairs the utility of the core advertised service.
- “Misuse”: Any operation, handling, or treatment of the Product or Associated Services that is not in strict accordance with the official user manual, product instructions, safety guidelines, or for purposes for which the Product or Services were not designed or marketed. Misuse includes, but is not limited to: physical abuse (e.g., drops, impacts); liquid damage (unless the Product is explicitly certified for such exposure under specific conditions); exposure to extreme temperatures or humidity outside of specified operating ranges; electrical damage from improper power sources or surges (unless adequate surge protection was verifiably in use); neglect; improper installation; unauthorized attempts at disassembly, modification, or repair; use with non-Company-approved or counterfeit accessories, software, or firmware; or any action that intentionally or negligently compromises the integrity or functionality of the Product or Services.16
- “Original Condition” / “Like-New Condition”: The Product returned to the Company must include all original packaging materials, boxes, inserts, accessories (such as cables, power adapters, mounting hardware, manuals), and any other items included in the original sale. The Product itself must be free from cosmetic damage such as scratches, dents, cracks, or scuffs beyond minimal, ordinary wear that does not affect functionality. It must be free from physical damage, liquid damage (unless the claim pertains to a failure of certified waterproofing), and must not have any missing components. Where applicable, all Customer-loaded software, personal data, and accounts must be removed, and the Product should be reset to its original factory settings prior to return.16 This condition is critical as it impacts the Company’s ability to assess, refurbish, or otherwise process the returned unit.
- “Warranty Period”: The specific duration, commencing from the date of original purchase by the Customer from an authorized source, during which a claim for a Hardware Defect can be made under this Policy. The applicable Warranty Period for the Product is. This period may vary by region or specific product model and will be confirmed by the proof of purchase.4
- “Return Merchandise Authorization (RMA)”: A unique tracking number and official authorization issued by the Company’s customer support department, which must be obtained by the Customer before returning any Product to the Company. The RMA is essential for the proper processing and tracking of returned Products.16
The meticulous definition of these terms is foundational to the Policy’s clarity and enforceability. For instance, by tying “Service Dissatisfaction” to “Verifiable Service Failure” and referencing specific Service Level Expectations (Section VI), a potentially subjective issue is transformed into a more objective and manageable criterion. This structured approach is vital for preventing the misuse of the replacement provision for service-related issues, ensuring that claims are based on demonstrable shortcomings of advertised functionalities rather than unmet personal preferences or unstated expectations. Similarly, comprehensive definitions of “Misuse” and “Original Condition” provide clear grounds for denying claims where the Product has been improperly handled or returned incomplete, thereby protecting the Company from unwarranted replacement costs. Such clarity reduces ambiguity, streamlines the claim evaluation process for support personnel, and sets transparent expectations for Customers, which can contribute to a more positive customer experience even when a claim is denied based on these well-defined terms.
III. Camera Replacement for Hardware Defects
- A. Eligibility and Warranty Period
The Product is eligible for replacement under the terms of this section if a Hardware Defect, as defined in Section II, is identified by the Company and reported by the Customer within the specified Warranty Period. The Warranty Period for Hardware Defects is from the date of the original purchase by the first end-user Customer from the Company or an authorized reseller.4
To be eligible for a Hardware Defect claim, the Customer must provide valid proof of purchase (e.g., dated sales receipt or invoice from an authorized seller) clearly showing the date of purchase, the Product model, and the seller’s details. This warranty is non-transferable and applies solely to the original purchaser of the Product.4 Products purchased second-hand, from unauthorized sellers, or outside the initial country of purchase may not be eligible for warranty service under this Policy.20 The stipulation of “original purchaser” and “authorized seller” is a crucial control measure. It helps to prevent claims for products that may be counterfeit, stolen, or have an unknown history of use and maintenance, for which the Company cannot reasonably assume liability. Authorized sales channels ensure that the Product is genuine, new at the time of sale, and that a valid transaction record exists. - B. Claim Process and Verification
Should a Customer suspect a Hardware Defect, the following process must be initiated:
- Contact Customer Support: The Customer must contact the Company’s designated Customer Support department through the official channels provided on the Company’s website or product documentation.
- Provide Information: The Customer will be required to provide: (i) valid proof of purchase; (ii) the Product’s serial number; (iii) a detailed written description of the alleged Hardware Defect; and (iv) any supporting evidence, such as photographs or video clips clearly demonstrating the issue, as may be reasonably requested by the Company.4
- Remote Troubleshooting: Company support personnel will first attempt to diagnose and resolve the issue remotely through guided troubleshooting steps.4 The Customer must cooperate fully with these troubleshooting efforts.
- Return Merchandise Authorization (RMA): If remote troubleshooting is unsuccessful and the Company deems that a potential Hardware Defect may exist that requires physical inspection, an RMA number and detailed return instructions will be issued to the Customer.21
- Product Inspection and Verification: Upon receipt of the returned Product (shipped in accordance with RMA instructions), the Company or its authorized service agent will inspect the Product to: (i) verify the presence of the alleged Hardware Defect; (ii) confirm that the defect is covered under this Policy and not due to any excluded causes as detailed in Section V; and (iii) confirm compliance with all other terms of this Policy. The Company’s determination regarding the existence of a Hardware Defect and warranty coverage, made in good faith and based on the inspection, shall be final and binding, subject to applicable consumer protection laws.4
This structured claim and verification process is indispensable for both operational efficiency and the prevention of fraudulent claims. Each step, from initial contact and evidence submission to remote troubleshooting and final inspection, serves a distinct purpose in gathering necessary information, attempting preliminary resolutions, formally authorizing a return, and ultimately validating the legitimacy of the claim. The Company’s right to make a final determination, exercised reasonably, is a key element in managing the warranty process effectively.
- C. Conditions for Return of Defective Camera
When a Product is returned under a Hardware Defect claim and an RMA has been issued, the following conditions must be met:
- The Product must be returned with the valid RMA number clearly marked as per the Company’s instructions.
- The Product must be returned in its Original Condition (or as close thereto as possible, acknowledging the nature of the defect), including all original packaging, accessories (cables, power adapters, manuals, etc.), and documentation, unless specifically instructed otherwise by the Company.19
- The Customer is solely responsible for backing up and removing any personal data, software, or confidential information from the Product before returning it. The Company is not responsible for any loss of data or information that may occur during the repair or replacement process or from Products returned to the Company.19 Failure to adhere to these conditions, such as returning a Product with significant missing components or packaging without prior approval, may result in the denial of the replacement claim or, at the Company’s discretion, a deduction from any alternative remedy offered to cover the cost of missing items.19 The requirement for original packaging and accessories facilitates potential refurbishment and ensures that if only a part of the Product system is defective (e.g., the camera body but not its power supply), the Company does not inadvertently provide duplicate accessories. The data removal obligation is critical for protecting Customer privacy and mitigating Company liability related to sensitive information.
- D. Company’s Discretion (Repair or Replace)
If a Hardware Defect is confirmed by the Company and the claim is deemed valid under this Policy, the Company will, at its sole and absolute discretion, elect one of the following remedies:
- Repair: Repair the defective Product using new or refurbished parts that are functionally equivalent to new in performance and reliability.
- Replace: Replace the defective Product with a new Product, or a refurbished Product that is functionally equivalent to a new Product in performance and reliability and is of the same or a comparable model with equivalent or better specifications.4 The replacement Product will be covered by the remainder of the original Warranty Period, or for a period of [e.g., ninety (90) days] from the date of shipment of the replacement, whichever is longer.9
- Refund (Exceptional Circumstances): In rare and exceptional circumstances, where repair or replacement is not commercially feasible or otherwise deemed inappropriate by the Company, the Company may, at its sole discretion, offer a refund. The amount of such refund may be prorated based on the remaining Warranty Period or the usage of the Product, and deduction of any applicable fees. However, repair or replacement is the primary remedy offered under this section.
The retention of discretion to choose the remedy allows the Company to select the most economically viable and operationally efficient solution. For minor defects, repair may be the preferred option, while for more significant issues or when repair times are extensive, replacement might be more appropriate. The use of certified refurbished units, which meet original manufacturing standards, is a common and accepted practice in the electronics industry and helps manage warranty costs effectively. This flexibility is essential for the long-term sustainability of the warranty program.
- E. Exclusions Specific to Hardware Defects
This section specifically addresses replacements for Hardware Defects. It is important to reiterate that this coverage is for manufacturing defects in the physical Product. The following are explicitly excluded from Hardware Defect coverage under this section (though some may be covered under other sections or policies, or are general exclusions listed in Section V):
- Software Issues: Problems related to the Product’s firmware or software that are not a direct result of a Hardware Defect (e.g., software bugs, user interface issues, compatibility problems with third-party devices not guaranteed by the Company). Such issues are typically addressed through software updates or other support channels.4 This is distinct from Verifiable Service Failures of Associated Services linked to the hardware, which are addressed in Section IV.
- Consumable Parts: Consumable parts, such as batteries, are subject to natural degradation over time and with use. Defects in batteries will only be covered if the failure has occurred due to a manufacturing defect in the battery itself and is reported within a shorter, specified period (e.g., ninety (90) days from purchase), unless the main Product Warranty Period explicitly states longer coverage for the battery.5 Normal battery depletion is not a Hardware Defect.
- Cosmetic Damage: Superficial imperfections, such as scratches, dents, or discoloration, that do not materially affect the Product’s functionality or performance.4
- Issues detailed in Section V (Conditions Preventing Misuse and Voiding Replacement Eligibility): Any problem arising from Misuse, accident, unauthorized modification, etc., as comprehensively listed in Section V, is not considered a Hardware Defect.
Drawing these clear distinctions is vital to maintain the focused scope of the Hardware Defect replacement provision. A hardware warranty is not an all-encompassing insurance policy against every conceivable issue. By clarifying these specific exclusions, Customers are directed towards appropriate support channels for non-hardware issues, and the Company can manage warranty claims more effectively.
IV. Camera Replacement for Service Dissatisfaction
The provision for Product replacement due to Service Dissatisfaction is a significant commitment by the Company, reflecting the deep integration between the Product and its Associated Services. This remedy is considered when the core utility of the Product is substantially impaired due to persistent failures of its advertised Associated Services.
- A. Eligibility (linked to verifiable failure of core advertised service features)
A Customer may be eligible to request a Product replacement due to Service Dissatisfaction if all the following conditions are met:
- Verifiable Service Failure: The Customer experiences a persistent and Verifiable Service Failure (as defined in Section II and further contextualized by the Service Level Expectations in Section VI) of one or more core advertised functionalities of the Associated Services. The failure must demonstrably and materially impair the Customer’s ability to use the Product for its primary advertised purposes.12
- Timely Reporting: The issue leading to Service Dissatisfaction must be reported to the Company’s Customer Support within a reasonable timeframe from the onset of persistent failure (e.g., within thirty (30) to ninety (90) days of the failure becoming persistent and after the Customer has reasonably concluded it is not a transient issue).
- Cooperation with Troubleshooting: The Customer must have fully cooperated with all reasonable troubleshooting attempts made by the Company’s support personnel to diagnose and resolve the service issue remotely. This includes providing requested information, logs, and performing guided tests.
- Failure Within Company Control: The Verifiable Service Failure must be determined by the Company, after investigation, to be due to issues within the Company’s direct control (e.g., defects in the Company’s software, server-side problems for cloud services) and not primarily attributable to Customer-side factors (such as inadequate internet connectivity, misconfiguration by the Customer, incompatible Customer equipment not meeting specified requirements) or other excluded causes listed in Section IV.E.
This eligibility criterion is intentionally nuanced. “Service Dissatisfaction” in the context of this Policy is not a subjective measure of general unhappiness. It must be directly linked to objective, verifiable failures of services that were explicitly advertised as core to the Product’s functionality. For example, if a key AI detection feature consistently fails to perform as advertised under normal conditions, or if cloud access to recordings is persistently unavailable despite the Customer meeting all prerequisites, these could be grounds for a claim. This approach transforms a potentially vague concept into a more manageable, evidence-based assessment, which is crucial for preventing abuse of this provision. It also underscores the Company’s confidence in its service offerings but necessitates robust service monitoring and support infrastructure to validate and address such claims. If a customer is merely dissatisfied because a feature they assumed existed is not present, or if a non-core, experimental feature is unstable, these would not typically qualify for a hardware replacement.
- B. Claim Process and Verification (including required evidence of service failure)
The process for initiating a claim based on Service Dissatisfaction is as follows:
- Contact Customer Support: The Customer must contact the Company’s Customer Support, clearly articulating which specific Associated Service(s) or core advertised feature(s) are failing and detailing how this failure impacts their use of the Product.
- Provision of Evidence: The Customer must provide substantial evidence to support the claim of Verifiable Service Failure. This may include, but is not limited to:
- Detailed logs of errors or failures (if accessible to the Customer).
- Screenshots or video recordings clearly demonstrating the service failure in action.
- Specific examples, including dates, times, and circumstances of recurring failures.7
- Information about the Customer’s network environment if relevant to the service (e.g., internet speed test results, router model).
- Company Verification and Investigation: The Company will attempt to replicate and verify the reported service failure through its own diagnostic systems, analysis of service performance data, and by working cooperatively with the Customer.13 This investigation will aim to determine the root cause of the failure and assess its persistence and severity.
- Determination: If the Company verifies a persistent and material Verifiable Service Failure of a core advertised Associated Service, which is within the Company’s control, and if attempts to remediate the service issue itself (e.g., through software updates, server-side fixes, or specific guidance to the Customer) are not feasible or prove unsuccessful within a reasonable timeframe, the Company may, at its discretion, consider an RMA for Product replacement as a potential remedy.
The burden of providing initial, specific evidence of service failure lies with the Customer. Vague assertions of “the service isn’t working” are insufficient. The detailed evidence allows the Company to conduct a targeted investigation. Verification is a critical step to ensure that Product replacements are not issued for issues stemming from user error, incompatible local environments (e.g., consistently poor Wi-Fi for a cloud-dependent feature), or for temporary, minor service glitches that do not fundamentally undermine the Product’s utility.
- C. Conditions for Return of Camera
If a Product replacement is approved by the Company due to verified Service Dissatisfaction, the original Product must be returned to the Company. The following conditions apply:
- A valid RMA number, issued by the Company, must accompany the return.
- The Product must be returned in its Original Condition, as defined in Section II, including all original packaging, accessories, and documentation.19
- The Customer must remove all personal data from the Product and reset it to factory settings before return.
Even though the hardware itself may not be defective in a traditional sense, its replacement is being considered because the overall product-service ecosystem has failed to deliver on its core promises. The return of the original unit in good condition is required to prevent the Customer from possessing two functional hardware units if the service issue is later resolved globally or was specific to an interaction that a replacement unit might not exhibit. It also allows the Company to analyze the returned unit or potentially repurpose it.
- D. Company’s Discretion and Investigation
The Company reserves the sole and absolute right to determine whether the reported Service Dissatisfaction, even if linked to a Verifiable Service Failure, warrants a Product replacement. This determination will involve a comprehensive assessment of factors including, but not limited to:
- The severity and persistence of the Verifiable Service Failure.
- The impact of the failure on the core, advertised utility of the Product.
- The feasibility and timeliness of alternative remedies, such as targeted service repairs, software updates, provision of service credits (if applicable to a subscription component), or a partial refund corresponding to the diminished value of the service.12
- Whether the service failure is an isolated incident affecting a single Customer or a more widespread issue.
Product replacement is a significant remedy for an issue rooted in service performance. The Company must retain the discretion to offer less drastic, more appropriate solutions first. For example, if a widespread service outage can be fixed with a server-side patch that restores full functionality for all users, replacing individual hardware units would be an inefficient and unnecessary response. This clause ensures the Company can apply a proportionate and rational remedy.
- E. Limitations and Exclusions (e.g., issues beyond company control, customer-side network issues)
A Product replacement for Service Dissatisfaction will NOT be granted if the Verifiable Service Failure is primarily caused by or attributable to any of the following:
- Customer-Side Network Issues: Inadequate, unstable, or improperly configured internet connectivity, insufficient bandwidth at the Customer’s location, or failures of the Customer’s internet service provider.7
- Customer Misconfiguration or Misuse: Incorrect setup or configuration of the Product or Associated Services by the Customer, or use of the Services in a manner that violates the Company’s applicable Terms of Service or Acceptable Use Policy.20
- Third-Party Service Outages: Failures of general internet infrastructure, public cloud provider outages (unless the Company’s service is specifically guaranteed against such through its own redundancy), or other third-party services not under the Company’s direct operational control.
- Scheduled or Announced Maintenance: Temporary service interruptions for planned maintenance, provided such maintenance was communicated to Customers in advance according to the Company’s service communication protocols.
- Non-Core, Beta, or Experimental Features: Issues related to features explicitly designated as “beta,” “experimental,” “preview,” or otherwise not forming part of the core, officially released, and advertised service functionalities.
- Subjective Expectations or Unadvertised Functionality: Dissatisfaction arising from the Service not meeting subjective performance expectations that are not tied to specific, objective, and advertised metrics or functionalities, or the absence of features that were never advertised by the Company.
- Force Majeure Events: Circumstances beyond the Company’s reasonable control, such as natural disasters, acts of war, widespread power outages, etc..7
These exclusions are critical for delineating the boundaries of the Company’s responsibility. The Company can only be accountable for the aspects of the service it directly manages and controls. Failures originating from the Customer’s environment, third-party dependencies outside the Company’s SLA commitments, or unrealistic expectations fall outside the scope of this replacement provision.
V. Conditions Preventing Misuse and Voiding Replacement Eligibility
This section outlines conditions that will prevent or void eligibility for any Product replacement, whether claimed under Hardware Defect (Section III) or Service Dissatisfaction (Section IV). These provisions are essential to protect the Company from fraudulent, abusive, or unwarranted claims and to ensure the fair application of this Policy.
- A. General Prohibitions
Any claim for replacement found to be based on fraudulent information, intentional misrepresentation of facts concerning the Product’s condition or service performance, or any tampering with the Product or evidence submitted to support a claim, will automatically be denied. Such actions will void any and all rights to replacement under this Policy and may, at the Company’s discretion, result in the suspension or termination of Associated Services and potential legal action. While not always explicitly stated in all policies, the principle of good faith is inherent in contractual dealings, and fraudulent conduct fundamentally breaches this principle.1 This clause serves as both a deterrent and a clear basis for rejecting claims that are discovered to be intentionally deceptive. - B. Specific Exclusions (Comprehensive List)
Eligibility for Product replacement under this Policy shall be voided, and claims will be denied, if the reported issue, defect, or service failure is determined by the Company to have arisen from, or been contributed to by, any of the following. This list is comprehensive but not necessarily exhaustive:
- Damage from Misuse, Neglect, or Accident: This includes, without limitation, damage resulting from dropping the Product, impacts, collisions, spillage of food or liquids, immersion in water or other fluids (unless the Product is explicitly certified by the Company as waterproof to a specific depth and for a specific duration, and the conditions of such exposure were met), improper storage (e.g., in excessively damp, hot, or dusty environments), or operation outside the specified environmental parameters (e.g., extreme temperatures, humidity).4
- Unauthorized Modifications, Disassembly, or Repairs: Any attempt to open the Product’s housing, disassemble, alter, modify, repair, or service the Product or its internal components by any individual or entity not expressly authorized in writing by the Company. This includes tampering with firmware or software in a manner not approved by the Company.4
- Improper Use or Installation: Failure to use or install the Product in strict accordance with the Company’s official user manual, installation guides, safety warnings, or other provided instructions. This also includes using the Product for applications or purposes for which it was not designed or intended.4
- External Causes and Environmental Factors: Damage or malfunction caused by external factors such as electrical power surges, spikes, or incorrect voltage (unless the Product was connected through a properly functioning and rated surge protector and evidence of such is provided), lightning strikes, fire, flood, earthquakes, exposure to corrosive substances, acts of nature, vandalism, or damage caused by animals or insects.4
- Cosmetic Damage Not Affecting Functionality: Scratches, dents, chips, discoloration, or other aesthetic imperfections on the Product’s housing or surfaces that do not materially impair its operational functionality or core performance.4
- Normal Wear and Tear: The natural and expected gradual deterioration of the Product, its components (e.g., lens clarity if affected by environmental exposure over time, button responsiveness after extensive use), or finishes resulting from normal, intended usage over an extended period, consistent with the Product’s lifecycle.4
- Altered, Missing, or Illegible Serial Numbers: If the Product’s original factory-applied serial number or other unique identifiers have been defaced, modified, removed, tampered with, or are otherwise illegible, preventing proper identification and warranty verification.4
- Failure to Return in Required Condition: The Product is returned without a valid RMA, is missing significant original packaging or essential accessories (as defined in “Original Condition”), or is returned in a condition that clearly indicates damage or deficiencies beyond the reported claim (unless such condition is a direct result of the verified defect and has been approved by the Company prior to return).16
- Use of Non-Approved Accessories or Third-Party Software/Hardware: Damage, malfunction, or service incompatibility caused by the use of accessories, batteries, power adapters, cables, software, firmware, or other hardware components not supplied, approved, or certified by the Company for use with the Product.5
- Software Issues Not Constituting Verifiable Service Failure: General software bugs or glitches that do not rise to the level of a Verifiable Service Failure of a core advertised feature, compatibility issues with the Customer’s other non-Company devices or networks not explicitly guaranteed by the Company, or failures resulting from the Customer not installing mandatory or recommended Product software/firmware updates provided by the Company (unless the update process itself is proven to have directly caused a Hardware Defect or Verifiable Service Failure).4
- Stolen Products: Products that have been reported as stolen to law enforcement or are reasonably believed by the Company to be stolen.4
- Lack of Valid Proof of Purchase: The inability of the Customer to provide a legible, unaltered, and valid proof of purchase (e.g., sales receipt, invoice) from an authorized Company reseller, clearly indicating the date of purchase, Product model, and seller information, thereby preventing verification of warranty eligibility or original purchase details.4
This extensive, though not exhaustive, list of exclusions forms the backbone of the anti-misuse framework. Each exclusion is designed to address common scenarios where a product might be damaged or a claim might be made for issues falling outside the intended scope of the replacement policy. By clearly articulating these conditions, the Company aims to prevent disputes, manage customer expectations regarding product care and use, and protect itself from the costs associated with claims arising from non-covered events. These exclusions also implicitly guide customers on the proper handling and maintenance of their Product, which can lead to a longer operational life and fewer instances of damage.
- C. Limits on Replacement Claims
While claims for distinct and verifiable Hardware Defects occurring within the Warranty Period will generally be honored as per this Policy, the Company reserves the right, at its sole discretion, to place limitations on the number of Product replacements a Customer may receive specifically for claims related to Service Dissatisfaction. For instance, the Company may limit such service-related replacements to one (1) instance per Customer account or Product serial number within any given twelve (12) month period.28
If recurring Service Dissatisfaction claims are made for the same Product or by the same Customer, particularly after a replacement has already been provided for a service-related issue, the Company may prioritize alternative remedies. These could include further in-depth troubleshooting of the service environment, offering service credits (if applicable), or investigating whether the reported issues stem from factors unique to the Customer’s usage or environment that a hardware replacement will not resolve. This limitation is intended to prevent a cycle of repeated hardware replacements for underlying service issues that may require a different resolution path (e.g., a broader service platform update, or identification of a persistent local interference factor). This measure helps ensure that hardware replacement remains a remedy for genuine product-level failures rather than a recurring solution for potentially complex or external service challenges.
D. Company’s Right to Investigate and Final Determination
The Company expressly reserves the right to conduct a thorough investigation into any claim made under this Policy. This may involve requesting additional information or evidence from the Customer, analyzing Product diagnostic data (where applicable and with Customer consent if pertaining to personal data), and performing detailed technical inspections of returned Products.
The Company’s decision regarding: (i) the eligibility of a claim for replacement; (ii) the nature and cause of any alleged Hardware Defect or Verifiable Service Failure; (iii) the applicability of any exclusions or limitations set forth in this Policy; and (iv) the appropriate remedy to be provided, shall be made in good faith based on the available evidence and the terms of this Policy, and shall be final and binding on the Customer. This finality is subject at all times to mandatory provisions of applicable consumer protection laws in the Customer’s jurisdiction that cannot be overridden by contract.1 This clause underscores the Company’s authority in the administration of its policy, which is a standard practice, while also acknowledging the primacy of statutory consumer rights.
VI. Service Level Expectations for Associated Services (Summary)
To provide clarity and an objective basis for assessing claims of Service Dissatisfaction as defined in Section II and IV, this section outlines key performance indicators (KPIs) and target Service Level Objectives (SLOs) for certain core advertised Associated Services. It is understood that these are targets and not absolute guarantees of uninterrupted or error-free service at all times, as various factors can influence service performance. However, persistent and material failure to meet these objectives, as determined by the Company’s monitoring and verification processes, may constitute a Verifiable Service Failure.
- A. Key Performance Indicators (KPIs) for Core Services
The performance of Associated Services may be measured using various KPIs. The specific KPIs and SLOs relevant to Your Product’s Associated Services are critical for setting expectations. Examples of such KPIs, which would be tailored to the specific functionalities of the AI Camera, include:
- Service Availability/Uptime: The percentage of time a specific cloud-dependent service (e.g., live view access, cloud recording portal) is operational and accessible.2 For example, a target might be ≥99.5% monthly uptime for cloud video storage access.7
- AI Feature Accuracy: For core AI detection features (e.g., person detection, specific event recognition), a target accuracy rate under defined optimal conditions (e.g., good lighting, clear view, within specified range). This is often measured against standardized internal test datasets.
- Service Response Time: The time taken for a service to respond to a user action or trigger an event (e.g., time from motion detection to alert notification delivery under normal network conditions).2
- Data Integrity/Error Rates: For services involving data processing or storage, the rate of errors or data corruption.2
- B. Definition of Verifiable Service Failure in Context of KPIs
A Verifiable Service Failure, in the context of these KPIs and SLOs, is generally defined as a consistent and reproducible failure of an Associated Service to meet its stated SLO for a significant, defined measurement period (e.g., multiple consecutive days, or a significant percentage of a calendar month), which materially degrades the core advertised utility of that service for the Customer. Isolated incidents, brief interruptions, minor deviations from an SLO, or failures during announced maintenance periods typically do not constitute a Verifiable Service Failure warranting Product replacement.7 The Company’s system records and monitoring tools will be primary sources for verifying such failures.13
The establishment of quantifiable service performance targets is pivotal. It transforms the inherently subjective notion of “dissatisfaction” into a more objective, measurable framework. This not only provides a clearer basis for customers to understand expected service levels but also gives the Company concrete benchmarks for service delivery and for evaluating claims. Without such KPIs, determining whether a service is truly “failing” to meet its promised standard becomes highly contentious. These metrics allow for a data-driven assessment.
Table 1: Summary of Service Level Objectives (SLOs) for Core Associated Services
The following table provides a summary of indicative Service Level Objectives for key Associated Services. Please refer to specific service documentation or your service agreement (if applicable) for more detailed information. These SLOs are measured by the Company.
Core Associated Service / AI Feature | Key Performance Metric | Target Service Level Objective (SLO) | Measurement Period/Notes |
Example: Cloud Video Recording Access | Monthly Uptime Percentage | ≥99.5% | Per calendar month, based on Company-side service availability. Excludes Customer-side internet outages. |
Example: AI Person Detection Accuracy | True Positive Rate (under optimal, specified conditions) | ≥90% | Based on Company’s standardized internal test video datasets. Performance may vary with real-world conditions. |
Example: Motion Alert Notification Delivery | Time to Notification (from event to app push) | ≤60 seconds (95th percentile) | Measured under normal Company network load. Excludes delays due to Customer’s mobile network or device settings. |
Example: Remote Live View Connection | Successful Connection Rate (on first attempt) | ≥98% | Excludes failures due to insufficient Customer upstream/downstream bandwidth or local network firewall restrictions. |
[Add other core AI/cloud features specific to the camera] | [Define relevant metric] | ** | ** |
This table serves multiple crucial functions. It provides transparency to Customers regarding the expected performance of key services. It establishes an objective foundation for evaluating claims of “Service Dissatisfaction,” thereby reducing the likelihood of disputes based on subjective interpretations. It also helps manage Customer expectations by acknowledging that 100% flawless performance for complex AI and cloud services is often not feasible, while still committing to a high standard of service. Internally, publishing such SLOs, even in a summarized form within a replacement policy, reinforces the Company’s commitment to maintaining these service levels and can drive operational focus.
VII. General Terms for Returns and Replacements
The following general terms apply to all Product returns and replacements processed under this Policy, whether for Hardware Defects or Service Dissatisfaction.
- A. Return Merchandise Authorization (RMA) Requirement
No Product will be accepted by the Company for return or replacement unless a valid RMA number has been issued by the Company’s Customer Support department prior to the return shipment.16 The RMA number must be clearly marked on the outside of the shipping package as per the instructions provided by Customer Support. RMAs are typically valid for a limited period (e.g., fourteen (14) to thirty (30) days from the date of issue), within which the Product must be shipped by the Customer. Products returned to the Company without a valid RMA, or after the RMA has expired, may be rejected and returned to the sender at the sender’s expense, or may experience significant processing delays.30 The RMA process is a fundamental logistical control mechanism. It ensures that all incoming returns are expected, can be accurately tracked against a specific customer claim, and are routed to the correct department for inspection and processing, thereby preventing loss, confusion, and delays in handling returns. - B. Shipping Responsibilities
The allocation of shipping costs for Product returns and replacements is as follows:
- For Valid Hardware Defect Claims (within Warranty Period): If a Hardware Defect claim is verified by the Company, the Company will typically cover reasonable standard shipping costs for the Customer to return the defective Product to the Company and for the Company to ship the repaired or replacement Product to the Customer. The Company may provide a prepaid shipping label or reimburse documented shipping costs, at its discretion.21
- For Valid Service Dissatisfaction Claims (if Product replacement is approved): The Company may, at its discretion, cover the shipping costs as described above for Hardware Defect claims. This will be communicated to the Customer at the time the RMA is issued.
- For Invalid Claims, Excluded Conditions, or Out-of-Warranty Returns: If a returned Product is found not to have a verifiable Hardware Defect or Verifiable Service Failure covered by this Policy, or if the issue is due to conditions excluded in Section V, or if the Product is outside its Warranty Period, the Customer will be responsible for all shipping costs, including the cost of returning the Product to the Company and any costs to ship the Product back to the Customer if they request its return. If the Company incurs shipping costs for such an invalid return, it reserves the right to charge these costs to the Customer.
- Customer’s Packaging Responsibility: The Customer is solely responsible for securely and adequately packaging any Product being returned to the Company to prevent damage during transit. It is recommended to use the original Product packaging if available, or packaging that provides an equivalent degree of protection.22 The Company is not liable for any damage or loss that occurs to the Product during return shipment due to inadequate or improper packaging by the Customer.21 Customers are also advised to use a trackable shipping method and consider insuring the shipment, as the Company is not responsible for Products lost in transit to its facility.18
Clear delineation of shipping responsibilities is standard practice and ensures fairness. If the Company is at fault due to a covered defect, it is reasonable for the Company to bear the shipping expenses. Conversely, if the claim is not valid, the Customer should bear these costs. The emphasis on secure packaging by the Customer is crucial because damage incurred during return transit due to insufficient packaging can complicate the claim and potentially lead to its denial if the original issue cannot be verified or if new damage has occurred.
- C. Inspection of Returned Products
All Products returned to the Company under this Policy, regardless of the reason for return, are subject to a thorough inspection by the Company’s technical personnel or its authorized service agents.4 This inspection is conducted to:
- Verify the presence and nature of the alleged Hardware Defect or Verifiable Service Failure.
- Determine the cause of the issue and whether it falls within the coverage terms of this Policy.
- Check for any signs of Misuse, unauthorized modification, physical damage, or other conditions listed in Section V that would void replacement eligibility.
- Confirm that all original accessories and components have been returned as required. The findings of this inspection will be documented and will form the primary basis for the Company’s final decision on the validity of the claim and the remedy to be provided. This inspection is a critical right of the Company, enabling it to validate legitimate claims while filtering out those that are invalid, fraudulent, or fall under policy exclusions.
VIII. Policy Modifications and Company Rights
- A. Right to Modify Policy
The Company reserves the right, at its sole and absolute discretion, to amend, modify, or update this Cancellation and Replacement Policy at any time without prior individual notice, unless such notice is required by applicable law. Any such changes will be effective immediately upon posting of the revised Policy on the Company’s official website or through other appropriate communication channels. The version of this Policy that was in effect at the time of the Customer’s original purchase of the Product will generally govern claims related to Hardware Defects for that Product. For claims related to Service Dissatisfaction, which may arise from ongoing service performance, the version of the Policy in effect at the time the claim is formally initiated may apply, particularly if the service terms themselves are subject to updates. Customers are encouraged to review the latest version of this Policy periodically on the Company’s website.4
This flexibility is necessary for businesses to adapt their policies to evolving products, services, market conditions, and legal requirements. However, it is a general principle of contract law that terms agreed upon at the point of purchase should apply to that specific transaction, especially concerning warranty for defects existing or latent at that time. For ongoing services, policies often state that the current version applies, with provisions for notifying customers of material changes.
B. No Waiver
The failure of the Company at any time to enforce or exercise any provision, right, or remedy under this Policy shall not be construed as a waiver of that provision, right, or remedy. Nor shall any single or partial exercise of any right or remedy preclude any other or further exercise thereof or the exercise of any other right or remedy. Any waiver by the Company of any breach of any provision of this Policy must be in writing and signed by an authorized representative of the Company to be effective, and any such waiver shall not be deemed a waiver of any subsequent breach or a continuing waiver of that same provision.30 This standard legal clause protects the Company from inadvertently losing its contractual rights if it chooses, on a case-by-case basis, to make an exception or not strictly enforce a term for a particular customer or situation. Such a gesture of goodwill should not set a binding precedent or invalidate the underlying policy terms for future application.
IX. Governing Law and Dispute Resolution
- A. Governing Law
This Cancellation and Replacement Policy, and any disputes arising out of or in connection with it or the Product and Associated Services, shall be governed by and construed in accordance with the laws of, without giving effect to any principles of conflicts of law that would require the application of the laws of another jurisdiction.5 The choice of a specific governing law provides legal certainty and predictability in the interpretation and enforcement of this Policy. - B. Dispute Resolution
It is the Company’s intention to resolve any disputes with its Customers amicably and efficiently. In the event of any dispute, claim, question, or disagreement arising from or relating to this Policy or the breach thereof, the parties shall use their best efforts to settle the dispute. To this effect, they shall consult and negotiate with each other in good faith and, recognizing their mutual interests, attempt to reach a just and equitable solution satisfactory to both parties. - If they do not reach such a solution within a period of sixty (60) days, then, upon notice by either party to the other, all disputes shall be finally settled by binding arbitration administered by a mutually agreed-upon arbitration service, with the seat of arbitration being Pune, India, and the arbitration proceedings conducted in English, under the Arbitration and Conciliation Act, 1996 (or its successor legislation). The decision of the arbitrator(s) shall be final and binding on both parties. Alternatively, for eligible claims, Customers may also assert claims in the appropriate small claims court having jurisdiction in Pune, India, if their claims qualify. This section should be drafted in consultation with legal counsel to ensure compliance with local laws regarding consumer dispute resolution and arbitration agreements.
X. Contact Information
For any questions regarding this Cancellation and Replacement Policy, or to initiate a claim for Product replacement, Customers should contact the Company’s Customer Support department through the following official channels:
- Email: [email protected]
- Phone: +91-8208436017
- Website/Support Portal: indo.ai
Providing clear, accessible, and dedicated contact channels is essential for Customers to exercise their rights under this Policy and for the Company to manage claims effectively.25 Timely and responsive communication is key to a positive customer service experience, even when addressing product issues or policy inquiries.
Table 2: Summary of Replacement Process & Key Conditions
Claim Type | Reporting Window | Key Eligibility Criteria | Required from Customer | Company Action | Key Exclusions (Refer to Section V for full list) |
Hardware Defect | Within specified Product Warranty Period (e.g., 1-2 years from purchase date). | Verifiable manufacturing defect in Product’s physical components impairing core functionality. | Proof of purchase from authorized seller, serial number, detailed description/evidence of defect, cooperation with troubleshooting, return of Product in Original Condition with RMA. | Verify claim, inspect Product, then at Company’s sole discretion: Repair, Replace (new or refurbished), or (exceptionally) Refund. | Misuse, accidental damage, unauthorized modifications, normal wear & tear, cosmetic damage, software issues not directly due to hardware defect. |
Service Dissatisfaction | Within a reasonable time of persistent service failure (e.g., 30-90 days). | Persistent, Verifiable Service Failure of one or more core advertised Associated Services, materially impacting Product utility, and failure is within Company control. | Proof of purchase, detailed description/evidence of service failure (logs, screenshots, specific examples), cooperation with troubleshooting, return of Product in Original Condition with RMA if replacement approved. | Verify claim, investigate service failure, attempt service remediation, then at Company’s sole discretion: consider Product Replacement or other remedies (e.g., service credit). | Customer-side network issues, Misuse of service, third-party outages, non-core/beta features, failure to meet unadvertised/subjective expectations. |
This summary table is intended to provide a quick overview and should be read in conjunction with the full detailed terms of this Policy.
XI. Concluding Statement
This Cancellation and Replacement Policy is designed to provide a clear framework for addressing specific issues related to Hardware Defects and Verifiable Service Failures concerning the Company’s AI Camera Products and Associated Services. The Company is committed to upholding the terms of this Policy in a fair and consistent manner, aiming to ensure customer satisfaction while also protecting its legitimate business interests against misuse and unwarranted claims. Customers are encouraged to familiarize themselves with all sections of this Policy to understand their rights and obligations. The Company believes that transparency and clearly defined processes are fundamental to a positive and trustworthy relationship with its valued Customers.