System Warranty

Thank you for choosing Ademar Store’s Queueing System. We stand behind the quality and reliability of our products.

✅ Warranty Coverage

1. Hardware Warranty: We cover all manufacturing defects and malfunctions in components (e.g., touchscreens, control boxes, kiosks, displays) for 12 months from purchase.
2. Software Reliability: We will fix software bugs, critical system errors, or malfunctions that prevent the system from operating as intended.
3. Free Software Updates: Free updates, patches, and minor enhancements during the warranty period.
4. Technical Support: Access to customer support via email and phone, Monday-Saturday, 9 AM to 6 PM Philippine Time.
5. System Configuration Assistance: Initial setup, remote reconfiguration, and minor adjustments during warranty.
6. Training Support: Basic user training and guidance at installation or upon request (charges may apply).
7. Replacement of Faulty Units: Confirmed defective hardware components will be replaced free within the warranty period.
8. On-Site Visit Support (Optional): Available if remote help isn’t sufficient; transportation and service charges may apply unless covered.
9. Remote Diagnostics: Remote troubleshooting tools for faster diagnosis and resolution.
10. Backup & Restore Assistance: Assistance recovering system data lost due to software malfunction if backup services are active.
11. Extended Warranty Option: Available for purchase to extend protection beyond 12 months.
12. Priority Support (Enterprise Plans): Faster resolution and priority queueing for enterprise users with service contracts.
13. Virtual Machine / Cloud Server Note: Backup server support may be offered during unexpected downtime; extra charges apply.
14. Personal Domain Use Option: Minimum 1-year commitment required with additional charges for setup and maintenance.
15. Environmental Responsibility: We commit to responsible recycling and disposal of defective hardware returned under warranty to minimize environmental impact.
16. Product Registration: Warranty activation may require product registration within 30 days of purchase; please follow registration instructions provided.
17. Multi-language Support: Warranty documentation and support may be available in multiple languages upon request.
18. Hardware Loaner Policy: Loaner equipment may be provided during repair periods at our discretion to minimize system downtime.

❌ Warranty Exclusions

1. Physical Damage: Damage from drops, spills, electrical surges, burns, or unauthorized disassembly.
2. Third-Party Interference: Unauthorized repairs, modifications, or software changes.
3. Consumables & Accessories: Receipt paper, USB cables, ink cartridges, mounting brackets, SMS load/credits, etc.
4. Cosmetic Wear: Scratches, dents, discoloration, or normal wear and tear not affecting functionality.
5. Internet or Network Failures: Issues caused by poor connectivity, power outages, or unstable networks.
6. Negligence or Abuse: Improper handling, accidental damage, or failure to follow instructions.
7. Force Majeure: Natural disasters, fire, flooding, typhoons, lightning, or other uncontrollable events.
8. Expired Warranty: Claims made after warranty period unless covered by extended warranty.
9. Unauthorized Relocation: Moving system without notifying us causing setup/technical issues.
10. Loss of Data: Loss due to accidents, misuse, hardware failures without regular backup.
11. Unlicensed Software: Issues from pirated or unlicensed third-party applications.
12. Non-Ademar Products: Hardware or accessories not supplied by Ademar Store (third-party routers, stands, etc.).
13. Power Instability: Failures due to unstable power without surge protectors or UPS.
14. Improper Reinstallation: Reinstalling system without proper reconfiguration or assessment voids support.

🛠️ Software Updates

1. Free patches and minor updates during warranty.
2. Major upgrades or new features may require separate purchase.
3. Software End-of-Support Notice: We will notify customers at least 6 months before discontinuing updates or support for software versions.

📃 Service Level Agreement (SLA)

1. Response Time: Initial response within 24 business hours.
2. Resolution Time: Critical issues prioritized and resolved within 3 business days where possible.
3. Escalation Process: If unsatisfied, escalation to senior engineers or management upon request.
4. Escalation Contacts & Support Channels: Support available via email, phone, and online ticket system; live chat available during business hours.
5. Customer Obligations During Warranty Service: Customers must provide timely access and information to enable efficient troubleshooting and repair.

⚠️ Limitations of Liability

Ademar Store is not liable for indirect, incidental, consequential, or punitive damages (including lost profits or business interruption).

📅 End of Life (EOL) Policy

1. Certain hardware/software components may reach EOL; updates, repairs, or replacements may cease.
2. Customers will be notified 6 months in advance.

🧩 Software Customization & Modifications

Warranty does not cover issues from third-party customizations or unauthorized modifications.

🔐 Data Privacy & Security

1. We comply with applicable data protection laws.
2. Customer data collected during warranty service is stored securely and used only for service purposes.
3. We respect your privacy and ensure protection of all customer data handled during support.

📘 Customer Training & Documentation

1. User manuals and online resources are provided.
2. Additional or advanced training sessions available on request (fees may apply).
3. Accessibility Commitment: Training materials and software updates aim to meet accessibility standards where possible.

⛔ Service Suspension Clause

Warranty/support may be suspended if payments are overdue or terms violated.

🌪️ Force Majeure (Detailed)

Not liable for failure/delay due to causes beyond control: war, terrorism, strikes, government restrictions, pandemics, natural disasters, etc.

🔌 Third-Party Software & Hardware

Third-party products integrated into the system are subject to their own warranty and licensing terms.

💬 Feedback & Continuous Improvement

Customer feedback collected during warranty helps improve products and support. Participation is voluntary.

🧠 Pro Tips for Clients

1. Use surge protectors or UPS for your hardware.
2. Follow installation guidelines carefully.
3. Keep a record of your warranty certificate or proof of purchase.
4. Avoid unauthorized modifications or relocation without informing support.

📍 Special Note on Calamities

1. During calamities (typhoons, floods, earthquakes, etc.), warranty services may be delayed or limited.
2. Damage caused by such events is excluded from coverage.

📝 Warranty Claim Process

1. Contact support with proof of purchase, problem description, and photos if applicable.
2. Our team will guide you promptly through next steps.

🔁 Warranty Transferability

1. Warranty valid only for original purchaser.
2. Transfer requires prior notification and approval.

📬 Claim Process Contact

Email: me@ademar.site
Provide purchase details and issue description for assistance.

📦 Hardware Return Shipping

Customers cover shipping costs for hardware returns unless otherwise agreed.

⏱️ Response Time Guarantee

Support aims to respond within 24 business hours for all warranty inquiries.

💻 Software License Terms

1. Warranty includes patches and minor updates only.
2. Major upgrades or new features may require separate purchase.

👤 Customer Responsibilities

1. Customers must perform regular data backups.
2. Follow recommended operating procedures.
3. Provide timely access and information during warranty service.

🔒 Privacy & Data Protection

Customer data handled during support is kept confidential and protected.

❤️ We Value Your Feedback

After warranty service, your feedback helps improve our products and support.

📄 Contract for Legal Purposes

We also offer contracts for legal purposes to protect both parties and clarify terms of service. This is especially recommended for enterprise clients or large-scale projects that require formal documentation for assurance and accountability.

Contracts are optional and can be provided upon request. Additional charges may apply for legal processing, including attorney, notary, or rotary services as needed.

This ensures transparency, defines responsibilities clearly, and helps prevent misunderstandings throughout the service engagement.

⚖️ Dispute Resolution

In case of disagreements, we encourage informal mediation or arbitration to resolve disputes before pursuing legal action.