SATELLAI Care Terms & Conditions

Welcome to SATELLAI Care (the “Care Plan”). Care provides additional protection and convenient replacement service for your SATELLAI device. Please read this Agreement carefully before purchasing.

It is easy to purchase SATELLAI Care. To ensure you can fully access and manage your benefits, please place your SATELLAI Care order using the email address associated with your telecom plan.

SATELLAI Care is non-transferable and may not be shared with other individuals or used on other SATELLAI devices. 

By purchasing or using the Care Plan, you agree to all terms and conditions set forth below.

1.  What Care Covers

During the valid Care coverage period, you are entitled to the following benefit: One Free Device Replacement Per Year

Within 12 months from the Care purchase date, you may apply for one (1) free device replacement if your device experiences any of the following:

  • Functional failure not caused by intentional damage
  • Device cannot power on, connect, or perform its core functions
  • Device confirmed by SATELLAI as non-repairable or where repair cost exceeds replacement value

Replacement devices will be provided at SATELLAI’s discretion and are subject to inventory availability. The replacement device will be the same model or an equivalent model with comparable functionality.

 

2. Mandatory Return of Original Device

Care is a replacement service, not an additional device benefit. Return of the original device is required for all approved replacements.

Return Requirements

After you receive the care replacement approval:

  1. You must ship back the original device within 7 calendar days
  2. The returned package must include:
  • The main device unit (required)
  • A device with an identifiable and matching serial number

If the original device is not returned within the required timeframe, or the returned device does not meet the conditions above, SATELLAI reserves the right to:

  • Suspend your Care coverage, and/or
  • Withhold shipment of the replacement device.

*Please notify us by emailing support@satellai.com after the original device has been shipped.

 

3. What Care Does Not Cover

Care does not apply to the following situations:

  • Lost or stolen devices
  • Intentional damage, misuse, or unauthorized disassembly
  • Devices purchased from unauthorized sellers
  • Damage caused by third-party repair, modification, or tampering
  • Cosmetic damage that does not affect functionality (scratches, discoloration, etc.)
  • Force majeure

If a returned device is determined to fall under the above exclusions, you may choose paid repair (if available) or paid replacement options.

 

4.  How to Request Service

To request a replacement under Care:

  1. Contact SATELLAI Customer Support using the email address used to place the Care order
  2. Provide the following information:

1) The device serial number and a description of the issue

2) Care order number

  1. After completing remote troubleshooting, or returning the device for inspection if required by SATELLAI, SATELLAI will provide a shipping label within 2 business days.
  2. You must return the original device within the required timeframe

5.      Once the original device is received, SATELLAI will ship the replacement device within 3 business days. (Delivery may be delayed due to local public holidays.)

SATELLAI may request photos, videos, diagnostic data, or physical inspection before approving a replacement.

 

5. Coverage Period and Eligibility

  • Care coverage is valid for 12 months from the date of purchase
  • Each Care Plan is tied to one specific device
  • Only one free replacement is allowed per Care coverage period

Care expires automatically at the end of the coverage period unless renewed.

 

6.  Ownership & Abuse Prevention

Until the original device/collar is returned and inspected, ownership of the replacement device remains conditional.

Once the original device is successfully returned and verified, ownership of the replacement device transfers to the user.

In cases of abuse, fraudulent claims, intentional non-return, or repeated false reports, SATELLAI reserves the right to:

  • Deny future Care claims
  • Suspend related accounts
  • Pursue recovery of device value where applicable

·        If you have any objections to the determination or the measures taken,

, you may submit a claim by contacting support@satellai.com

 

7. Limitation of Liability

Care is a device service plan and does not cover or compensate for:

  • Pet loss or injury
  • Data loss
  • Indirect or consequential damages resulting from device malfunction

SATELLAI’s total liability under Care shall not exceed the amount paid for the Care Plan.

 

8. SATELLAI Care Price Adjustments

We reserve the right to adjust the pricing of our SATELLAI Care plans periodically to reflect market conditions, changes in operational costs, regulatory requirements, or improvements to our services. New price will never occur for already pre-paid periods

 

9.  Changes to This Agreement

SATELLAI reserves the right to update or modify this Agreement as its products and services evolve. Any updated version will be published on the official SATELLAI website and will take effect upon publication.

Any such updates or modifications shall not affect Care coverage that is already active at the time the revised Agreement is published. The updated Agreement shall apply only to Care purchases made after the effective date of the revised Agreement.