1. Preface

AGIBOT Innovation( Shanghai) Technology Co., Ltd. (hereinafter referred to as " AGIBOT ") has formulated the after-sales services policy for AGIBOT robot products in accordance with local laws and regulations and AGIBOT's relevant service policies. AGIBOT will provide relevant services based on this service policy. This policy will be updated with product updates and market development factors, and AGIBOT has the final interpretation right of this policy.

2. Scope of Application

This policy only applies to the robot series (AGIBOT A2, AGIBOT A2-W, AGIBOT G1, AGIBOT G2, AGIBOT X2, AGIBOT D1) sold by AGIBOT in non-Chinese Mainland regions (Hong Kong, Macao, Taiwan, and other overseas countries and regions). 

3. Repair Request Method

Service Email: AfterSalesService@AGIBOT.com

Service Hotline:+86- 400-186-0818 (9am to 9pm, UTC+8, Chinese language support)

 Instant Messaging Support: WeChat, WhatsApp (Group chat initiated by order salesperson)

 Service Hours: 7×12 hours (excluding Chinese national legal holidays)

 Response Time: During service hours, we commit to providing the first response within 30 minutes after receiving a service request. 

4. Service Process

a. Request Accepted:

You can submit service requests via the official service hotline, instant messaging software, or service email. Please provide the Serial Number, fault description, and valid purchase proof.

b. Diagnosis and Solution:

Customer service will respond within 30 minutes (during service hours) and conduct remote diagnosis. Based on the diagnosis results, solutions such as remote guidance and on-site service appointment will be provided.

c. Repair process:

 Repair Turnaround Time: After remote diagnosis of the product, repair measures will be provided within seven working days (advance communication will be made in special circumstances).

5. Warranty Service

5.1 Warranty Certificate

distributors can obtain warranty services from AGIBOT by presenting the following warranty vouchers:

5.2 Warranty Period

5.2.1 Warranty Duration

When the product complies with this service policy, the warranty period is shown in the following table. If the required warranty duration in the area where the distributor sells is longer than the warranty duration provided by AGIBOT, it is recommended that the distributor purchase the corresponding extended warranty service to meet local market demand. 

5.2.2 Starting Rules

The warranty period is calculated from the date of product activation. If the product is not activated within 180 days from the date the distributor receives the goods, the warranty period will be calculated from the 180th day after the distributor receives the goods.

5.3 In-warranty Service Content

If there is any inconsistency between the content of this policy and the service terms in the special contract or agreement signed by the distributor and AGIBOT, the contract provisions shall prevail. 

5.4. Maintenance Method

a. All replaced parts are parts that have passed the AGIBOT inspection and are qualified for use.

b. Replacement of the entire product during the warranty period: The warranty period of the new product shall be the same as that of the original product.

c. During the warranty period, when a part is replaced, the replaced part will continue with the original warranty period or a 3-month limited warranty period (whichever is longer). 

5.5 Exceptional Situations

If any of the following situations occur, warranty will no longer be provided: 

6. Out-of-warranty service

6.1 Out-of-warranty Service Content

After the warranty period expires, when the issues reported by the customer are determined by AGIBOT Technology to require remote guidance/repair, on-site handling/repair, or return to the factory for repair, the customer is required to pay the fees. AGIBOT will provide a quotation for the repair service, and after the customer agrees to the quotation and makes the payment as required, AGIBOT will start the repair. 

6.2 Maintenance Method

a. All replaced parts are brand new and have passed the AGIBOT factory inspection.

b. During the out-of-warranty period, when a part is replaced, the replaced part will continue to have a 3-month limited warranty.

6.3 Maintenance Costs

a. Remote guidance/repair services are charged based on the actual troubleshooting duration, the software toolkits used, etc., and the specific amount shall be subject to the quotation from AGIBOT.

b. The possible costs of paid maintenance include repair fees, parts fees, and corresponding shipping fees. The specific amount shall be subject to the quotation from AGIBOT. 

7. Value-added Services

7.1 On-site Service

￮ To meet your demand for higher standards of stability and continuity in robotic systems, we provide professional on-site services.

￮ This service assigns experienced technical engineers to be stationed on the client's site full-time, specifically responsible for the daily operation and maintenance, regular maintenance, and handling of unexpected issues of robots. Through efficient on-site support and real-time monitoring, it maximally ensures the continuity of the client's business and the reliability of equipment.

￮ The working hours of on-site personnel shall be implemented in accordance with the attendance management regulations of the client's business hours. In case of overtime on rest days or statutory holidays due to work requirements of the client, on-site engineers shall be notified in advance. 

Note: The above prices are for reference only. The specific scope of services, work content, and final price shall be negotiated separately by the client and AGIBOT, and shall be subject to the formal contract or PO signed by both parties. 

7.2 Training Services

￮ AGIBOT provides training services related to robot products for customers. The training methods can be divided into remote online training and on-site training, and it offers diversified content ranging from standard product courses to customized development.

Note: The above prices are for reference only. The specific training content, duration, and final price shall be separately negotiated by the client and AGIBOT, and shall be subject to the formal contract signed by both parties. 

7.3 Extended Warranty Service

To meet the higher requirements of specific distributors for the long-term stability of devices, an extended warranty service is currently available for certain product series.

▪ Service Content: After purchasing the extended warranty service, the original factory warranty period can be extended by 6 months to 2 years on the original basis, and you will enjoy the same service rights and interests as the standard warranty period.

▪ Purchase Method: Extended warranty service can only be purchased along with the order at the time of products purchase or during the warranty period. Products beyond the warranty period cannot purchase extended warranty service and only paid repair services are provided.

▪ Service Acquisition: For specific prices, handling procedures, and detailed terms of the extended warranty service, please consult after-sales service or call the official service hotline.

8. User Privacy

8.1 Collection and Use

AGIBOT collects and uses personal information provided or generated by customers solely for after-sales support and service improvement. We do so in strict compliance with applicable laws and regulations, and only after obtaining the customer’s prior consent. 

8.2 Purpose Limitation and Security

Any personal information collected during after-sales service will be used exclusively to fulfill our contractual cooperation and support obligations. We implement reasonable technical and organizational measures to protect such information against unauthorized access, disclosure, use, alteration, damage, loss or leakage.

8.3 Updating Personal Information

Customers may correct, add or delete their personal information at any time via:

▪ WeChat Official Account: AGIBOT Robot

▪ Online chat or email: AfterSalesService@AGIBOT.com
We will endeavor to process all requests within 48 hours.

8.4. Data Deletion upon Termination

When the customer relationship ends, AGIBOT will promptly delete or anonymize the customer’s personal information, unless a longer retention period is required by law. We will not retain or archive such data for any unauthorized commercial purpose.

8.5 Additional Information

For detailed provisions on distributor privacy, please refer to AGIBOT’s Privacy Policy. Questions, comments or suggestions may be directed to us at any time using the contact methods above.