Terms of Sale
REDYREF TERMS OF SALE (redyref.com/legal/#termsofsale)
These terms apply to all purchases of RedyRef Interactive Kiosk (RedyRef) products, software, services, or support.
PLEASE READ THIS DOCUMENT CAREFULLY! IT CONTAINS VERY IMPORTANT INFORMATION ABOUT YOUR RIGHTS AND OBLIGATIONS, AS WELL AS LIMITATIONS AND EXCLUSIONS. THESE TERMS REQUIRE THE USE OF ARBITRATION ON AN INDIVIDUAL BASIS TO RESOLVE DISPUTES, RATHER THAN JURY TRIALS OR CLASS ACTIONS. IF YOU DO NOT AGREE WITH THESE TERMS, DO NOT ORDER/KEEP YOUR PRODUCT.
These Terms of Sale (“Agreement”) apply to your purchase of products, software, and/or services and support (together, “Product”) sold in the United States by RedyRef. You agree to these terms by placing your order. If you have already placed your order and no longer want to be bound to this Agreement then you must either promptly cancel your order or return your purchase in accordance with RedyRef’s Return Policy. Please act promptly and note that these options may carry restocking or other fees.
This is a binding agreement. As an Agreement between RedyRef and yourself, it may NOT be altered, supplemented or amended by any other document unless the new document is signed by both you and RedyRef. In addition to this document, the terms contained within the other RedyRef documents referenced in this Agreement, including RedyRef’s License Agreements, Return Policy, Service Agreements, and Limited Warranties may apply to your purchase.
Orders, Pricing and Payments. RedyRef strives to communicate accurate pricing and product information but will not be held responsible for any pricing, typographical, or other errors in such communications. Your order is subject to cancellation by RedyRef, in RedyRef’s sole discretion. Unless otherwise agreed to by RedyRef, payment must be received by RedyRef prior to our acceptance of an order. RedyRef may process payment for and ship parts of an order separately.
Shipping. Product title passes to you when the Product is shipped. You have 5 business days to notify RedyRef of any missing, wrong, or damaged portion of your purchase or RedyRef cannot be held responsible for these issues. Unless you provide RedyRef with a valid and correct tax exemption certificate applicable to your purchase of Product and the Product ship-to location, you are responsible for sales and other taxes associated with the order.
Warranties. THE LIMITED WARRANTIES APPLICABLE TO REDYREF-MANUFACTURED PRODUCTS CAN BE FOUND AT REDYREF.COM/WARRANTY . REDYREF MAKES NO OTHER WARRANTIES FOR REDYREF-MANUFACTURED OR REDYREF OEM PRODUCT, AND MAKES NO WARRANTIES WHATSOEVER FOR SERVICE, SOFTWARE, MAINTENANCE OR SUPPORT OR FOR NON-REDYREF BRANDED PRODUCT. SUCH PRODUCT, SOFTWARE, SERVICE, MAINTENANCE OR SUPPORT IS PROVIDED BY REDYREF “AS IS” AND ANY THIRD-PARTY WARRANTIES, PRODUCTS, SOFTWARE, SERVICES, MAINTENANCE OR SUPPORT ARE PROVIDED BY THE ORIGINAL MANUFACTURER OR SUPPLIER, NOT BY REDYREF. SOME STATES DO NOT ALLOW LIMITATIONS OF IMPLIED WARRANTIES, SO THESE LIMITATIONS MAY NOT APPLY TO YOU.
Software. Any software that is part of your purchase will have its own license agreement, including any open source provisions. If any software provided by RedyRef for support or service does not have its own license agreement then RedyRef grants you a personal, non-exclusive license to access and use the software during the term of support or services and only as necessary for you to enjoy the benefits of the support or service.
Service. In addition to these Terms of Sale, RedyRef and/or your third-party service provider may provide service and support to you in accordance with an applicable service agreement located at RedyRef.com/servicecontracts, Master Services Agreement (MSA), Statement of Work (SOW) or as otherwise delivered to you. If you have purchased a service offering, please review the applicable service agreement carefully as it contains important rights and limitations.
Receiving Warranty or Service Support. IT IS YOUR RESPONSIBILITY TO BACK UP ALL EXISTING DATA, SOFTWARE AND PROGRAMS BEFORE RECEIVING SERVICES OR SUPPORT (INCLUDING TELEPHONE SUPPORT). REDYREF AND/OR YOUR THIRD-PARTY SERVICE PROVIDER WILL HAVE NO LIABILITY FOR LOSS OR RECOVERY OF DATA OR PROGRAMS, OR FOR LOSS OF USE OF SYSTEM(S) ARISING OUT OF THE SERVICES OR SUPPORT OR ANY ACT OR OMISSION, INCLUDING NEGLIGENCE, BY REDYREF OR YOUR-THIRD-PARTY SERVICE PROVIDER. Parts used in repairing or servicing Product(s) may be new, equivalent-to-new, or reconditioned.
Telephone Communications. Telephone communications with us, including calls with any of our agents or independent contractors, may be monitored and/or recorded. You expressly consent, on behalf of yourself and other users of your phone number, to being monitored or recorded. By providing us with a phone number (including mobile) as your contact number, you expressly authorize us to contact you regarding your account for non-telemarketing communications, via text message or telephone, including the use of prerecorded or auto-dialed calls, using that number.
Limitation of Liability. REDYREF DOES NOT ACCEPT LIABILITY BEYOND THE REMEDIES SET FORTH HEREIN, INCLUDING BUT NOT LIMITED TO ANY LIABILITY FOR PRODUCT NOT BEING AVAILABLE FOR USE, LOST PROFITS, LOSS OF BUSINESS OR FOR LOST OR CORRUPTED DATA OR SOFTWARE, OR THE PROVISION OF SERVICES AND SUPPORT. EXCEPT AS EXPRESSLY PROVIDED HEREIN, REDYREF WILL NOT BE LIABLE FOR ANY CONSEQUENTIAL, SPECIAL, INDIRECT OR PUNITIVE DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES OR FOR ANY CLAIM BY ANY THIRD PARTY. YOU AGREE THAT FOR ANY LIABILITY RELATED TO THE PURCHASE OF PRODUCT, REDYREF IS NOT LIABLE OR RESPONSIBLE FOR ANY AMOUNT OF DAMAGES ABOVE THE AMOUNT INVOICED FOR THE APPLICABLE PRODUCT. SOME JURISDICTIONS MAY NOT ENFORCE ALL OF THESE LIMITATIONS, AND ONLY THE LIMITATIONS THAT ARE LAWFULLY APPLIED TO YOU IN YOUR JURISDICTION WILL APPLY.
Purchases may not be resold or exported unless you have a valid Reseller agreement with RedyRef. Your purchase is for your own use, not for resale or export unless you have a valid resale agreement or expressed permission by RedyRef to resell our products and services. Your purchase may not be sold, leased, or transferred to restricted countries, restricted end users, or for restricted end uses according to U.S. export and sanctions laws.
Governing Law. THE PARTIES AGREE THAT THIS AGREEMENT, ANY SALES THERE-UNDER, OR ANY CLAIM, DISPUTE OR CONTROVERSY (WHETHER IN CONTRACT, TORT OR OTHERWISE) BETWEEN YOU AND REDYREF arising from or relating to this Agreement, its interpretation or the breach, termination or validity thereof, the relationships which result from this agreement, RedyRef’s advertising, or any related purchase SHALL BE GOVERNED BY THE LAWS OF THE STATE OF NEW JERSEY, WITHOUT REGARD TO CONFLICTS OF LAW.
Dispute Resolution and Binding Arbitration. YOU AND REDYREF ARE AGREEING TO GIVE UP ANY RIGHTS TO LITIGATE CLAIMS IN A COURT OR BEFORE A JURY, OR TO PARTICIPATE IN A CLASS ACTION OR REPRESENTATIVE ACTION WITH RESPECT TO A CLAIM. OTHER RIGHTS THAT YOU WOULD HAVE IF YOU WENT TO COURT MAY ALSO BE UNAVAILABLE OR MAY BE LIMITED IN ARBITRATION.
ANY CLAIM, DISPUTE OR CONTROVERSY (WHETHER IN CONTRACT, TORT OR OTHERWISE, WHETHER PRE-EXISTING, PRESENT OR FUTURE, AND INCLUDING STATUTORY, CONSUMER PROTECTION, COMMON LAW, INTENTIONAL TORT, INJUNCTIVE AND EQUITABLE CLAIMS) BETWEEN CUSTOMER AND REDYREF, its agents, employees, successors, assigns, direct and indirect subsidiaries, and any third party providing any products or services to you in connection with your purchase (collectively “RedyRef”) arising from or relating in any way to your purchase of Product, this Agreement, its interpretation or the breach, termination or validity thereof, the relationships which result from this Agreement (including relationships with third parties who are not signatories to this Agreement), RedyRef’s advertising or any related purchase SHALL BE RESOLVED EXCLUSIVELY AND FINALLY BY BINDING ARBITRATION. The arbitrator shall have exclusive authority to resolve any dispute relating to arbitrability and/or enforceability of this arbitration provision including any unconscionability challenge or any other challenge that the arbitration provision or the Agreement is void, voidable or otherwise invalid. The arbitration shall be administered by the American Arbitration Association (AAA) or JAMS (or a substitute forum if both are unavailable). Arbitration proceedings shall be governed by this provision and the applicable procedures of the selected arbitration administrator, including any applicable procedures for consumer-related disputes, in effect at the time the claim is filed. Consumer claimants (individuals whose transaction is intended for personal, family or household use) may elect to pursue their claims in small-claims court rather than arbitration. The arbitration or small-claims court proceeding will be limited solely to the customer’s individual dispute or controversy.
You agree to an arbitration on an individual basis. In any dispute, NEITHER CUSTOMER NOR REDYREF SHALL BE ENTITLED TO JOIN OR CONSOLIDATE CLAIMS BY OR AGAINST OTHER CUSTOMERS, OR ARBITRATE OR OTHERWISE PARTICIPATE IN ANY CLAIM AS A CLASS REPRESENTATIVE, CLASS MEMBER OR IN A PRIVATE ATTORNEY GENERAL CAPACITY. If any provision of this arbitration agreement is found unenforceable, the unenforceable provision shall be severed and the remaining arbitration terms shall be enforced (but in no case shall there be a class arbitration).
The arbitrator shall be empowered to grant whatever relief would be available in court under law or in equity. This transaction shall be governed by the Federal Arbitration Act 9 U.S.C. sec. 1-16 (FAA). Any award of the arbitrator(s) shall be final and binding on each of the parties, and may be entered as a judgment in any court of competent jurisdiction. RedyRef will be responsible for paying any individual consumer’s arbitration/arbitrator fees. If you prevail on any claim that affords the prevailing party attorneys’ fees, the arbitrator may award reasonable fees to you under the standards for fee shifting provided by law. Information on AAA or JAMS and their applicable rules are available at the following numbers and URLs: American Arbitration Association,(800) 778-7879, www.adr.org; JAMS, (800) 352-5267, www.jamsadr.com.
RedyRef Service Contracts (www.redyref.com/legal/#servicecontracts)
If you have purchased service(s) from RedyRef your quote, order acknowledgment, invoice or receipt will include the name of the service(s) that you purchased. Some services include multiple methods of service delivery, so please refer to your invoice or other order documentation for the delivery method that applies to you.
To locate your service terms, choose among the relevant Service Descriptions or Offer Specifications below. Nothing set out in these Service Descriptions affects or reduces the statutory rights and remedies under applicable consumer protection laws that, by law, may not be altered or reduced.
If you are unable to locate or obtain an electronic copy of an active or inactive Service Description or Offer Specification on this website, then please contact your RedyRef Customer Support team.
How to Contact RedyRef if You Require Service
Self Help Resolution:
All Basic Hardware Service, included Standard Limited Warranty offerings, are entitled to the following technical service and support:
- Telephone support services, which provide hardware troubleshooting during local business hours, excluding local national holidays.
- Technical support services through instant online chat (where available) and e-mail.
The RedyRef Technician will verify the service level for the Supported Product and assist Customer with a series of troubleshooting steps to help diagnose the issue. The RedyRef Technician may ask that the Customer to open the product case, remove hardware, manipulate software, or perform other diagnostic activities.
If the Supported Product is no longer within its applicable hardware warranty term or the issue is outside the scope of this Service, diagnosis and remedy of the issue may still be available, but at an additional fee.
Regardless of the service response level purchased, some component parts are specifically designed for easy Customer removal and replacement. Such parts are designated as Customer Replaceable Unit (CRU). If during diagnosis, the RedyRef Technician determines that a repair of a Qualified Incident can be accomplished with a CRU-designated part, RedyRef will ship the CRU-designated part directly to the Customer. The freight method and process used to ship the CRU part is based on the level of service purchased by the Customer. Service parts for customers with “Standard Limited Warranty” will be shipped via ground freight service.
Once the RedyRef Technician has determined whether it is necessary to replace a part or return the part, Customer will be informed of the next steps to take. Depending on the service level that was purchased by Customer, the corresponding option listed in Exhibit A will apply regarding Customer’s service response level.
Excluded Services for All Supported Products
For the avoidance of doubt, the following activities are not included in the scope of this Service Description:
- Any services, tasks or activities other than those specifically noted in the Service Description.
- Operating system software how-to assistance
- Database assistance
- Media replacement for non-RedyRef branded software (for example, Microsoft® Windows)
- Assistance with configuration, optimization, installation, relocation, or upgrades of non-RedyRef software, unless otherwise specified
- Emergency dispatch or Customer-determined incident severity levels
- Case management or escalation management
- Warranty, repair, or any other type of service requested for non-RedyRef products (unless as otherwise stated or included by RedyRef)
- Accessories, operating supplies, peripherals, or parts such as batteries, frames, and covers any recovery or transfer of data
- Repair of damage or defects in Supported Products which are purely cosmetic and do not affect device functionality
- Service for equipment damaged by misuse, accident or abuse of the Supported Product and components (such as, but not limited to, use of incorrect line voltages, use of incorrect fuses, use of incompatible devices and accessories, improper or insufficient ventilation or failure to follow operating instructions), modification, unsuitable physical or operating environment, improper maintenance by the Customer (or Customer’s agent),
- Repairs necessitated by software problems, or as a result of alteration, adjustment, or repair by anyone other than RedyRef, RedyRef’s authorized reseller or authorized service provider, or by customers utilizing Customer Self Replaceable (CSR) parts.
- Performance assistance or administrative assistance.
- Activities such as installation, de-installation, relocation, preventative maintenance, training assistance, remote administration, or any activities or services not expressly described in this Service Description.
- Supply items, media replacement, operating supplies, cosmetic accessories or parts such as batteries, frames, and cover or support thereon.
RedyRef Service Descriptions
Mail-In Parts Replacement – 1 or 2 years
Mail-in Service is initiated by calling RedyRef Technician as outlined above. During diagnosis, the RedyRef Technician will determine if the issue requires that the Supported Product be sent to a RedyRef-designated repair center to support a Qualified Incident. Customer is responsible for packaging and shipping Products or Parts. Cycle time is 12-20 business days, typically fourteen (14) days including shipping to and from the repair center starting from the date that the Supported Product is received by RedyRef. Response times may vary by region and parts availability. Contact your RedyRef sales representative for more information.
Advanced Replacement Warranty – Annually renewable
Mail-In Parts Replacement – 1 or 2 years
Customers who have purchased Advanced replacement will follow the same Limited Warranty request process as outlined above with the difference that parts will be shipped at the time the Qualified Incident is logged by the Service Technician. Customer is responsible for packaging and shipping of returned part. Cycle time is approximately 3-5 business days and expedited shipping may be available for an additional fee. Customer may be charged if returned parts are found to be in an unsupported condition or not received within 21 days.
Software Support Services – Annually renewable
Software Support Services applies to all RedyRef branded software products and includes all software updates and patches, access to content management via web-based portal, customer data backup, remote phone support and remote diagnostics during standard business hours.
Enhanced Support Services – Service Level 1 – Annually renewable
Advanced Hardware Replacement
Included in this Service Level, as listed above.
Software Maintenance Agreement
Included in this Service Level, as listed above.
Onsite Hardware Support
For Customers with Onsite Service, during the telephone-based troubleshooting, the RedyRef Technician will determine if an onsite service technician must be dispatched to support a Qualified Incident. For Onsite Service, a technician will typically arrive onsite on the day or day after parts are due to arrive. Response times may vary by location. Contact your RedyRef sales representative for more information.
There are specific restrictions and terms to this service:
Onsite technicians are available Monday-Friday from 8:00 am to 6:00 pm local time, excluding local holidays.
If the technician is dispatched for diagnostic reasons (at the discretion of RedyRef), and additional parts/resources are required once the onsite technician is at the Customer’s site, work may be temporarily suspended until the additional parts/resources arrive.
Missed Service Visit: If the Customer or Customer’s authorized representative is not at the location when the onsite service technician arrives, the technician cannot complete the required service. When possible, the onsite service technicians will leave a card to let the Customer know that they were there. If this occurs, the Customer may incur an additional service charge for a follow-up service call.
Enhanced Support Services – Service Level 2– Annually renewable
Advanced Hardware Replacement
Included in this Service Level, as listed above.
Software Maintenance Agreement
Included in this Service Level, as listed above.
Onsite Hardware Support
Included in this Service Level, as listed above.
Remote monitoring and proactive diagnostics derived from installed RedyRef software. Remote Monitoring services are detailed in the Remote Monitoring Agreement. If you have purchased this service or Service Level, please contact the RedyRef Sales or Service Support teams for additional information.
Installation services are detailed in an individual Statement of Work. If you have purchased installation services, please contact the RedyRef Sales or Service Support teams to receive your specific Statement of Work.
Other Professional Services
Other Professional Services are detailed in an individual Statement of Work. If you have purchased non-product related services, please contact the RedyRef Sales or Service Support teams to receive your specific Statement of Work.
RedyRef Standard Limited Warranty (redyref.com/legal/#warranty)
RedyRef-manufactured kiosk products purchased in the U.S. or Canada come with a limited warranty. RedyRef may offer different delivery methods for warranty service, including but not limited to parts and product dispatches, mail-in service and onsite service. Service upgrades, Renewals and extensions of your limited warranty may also be available during or after your purchase of our product(s).
What is covered by this limited warranty?
This limited warranty covers defects in materials and workmanship in your RedyRef-manufactured kiosk products, including RedyRef-provided peripheral products.
What is not covered by this limited warranty?
This limited warranty does not cover:
- Software, including without limitation, the operating system and software added to the RedyRef-manufactured hardware products through our factory-integration system, third-party software or the reloading of software
- Non RedyRef-provided products and accessories
- Problems that result, directly or indirectly, from:
- External causes such as accident, abuse, misuse or problems with electrical power.
- Servicing not authorized by RedyRef.
- Usage that is not in accordance with product instructions.
- Failure to follow the product instructions or failure to perform preventive maintenance.
- Using accessories, parts or components not supplied by RedyRef.
- Commercial hardware products that use, or in which have been installed, products or components that have not been provided by RedyRef.
- Products or Peripherals with missing or altered service tags or serial numbers
- Products for which RedyRef has not received payment
- Normal wear and tear
REDYREF’S RESPONSIBILITY FOR DEFECTS IN MATERIALS OR WORKMANSHIP IS LIMITED TO REPAIR OR REPLACEMENT OF THE PRODUCT AS SET FORTH IN THIS WARRANTY STATEMENT. EXCEPT FOR THE LIMITED WARRANTY EXPRESSLY STATED ABOVE FOR REDYREF-MANUFACTURED PRODUCTS, REDYREF PROVIDES NO WARRANTIES OR CONDITIONS, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO ANY WARRANTY OR CONDITION (1) OF MERCHANTABILITY, MERCHANTABLE QUALITY, FITNESS FOR A PARTICULAR PURPOSE, PERFORMANCE, SUITABILITY OR NONINFRINGEMENT; (2) RELATING TO ANY THIRD-PARTY PRODUCT OR SOFTWARE; OR (3) REGARDING THE RESULTS TO BE OBTAINED FROM THE PRODUCT OR SOFTWARE. REDYREF EXPRESSLY DISCLAIMS ALL WARRANTIES AND CONDITIONS NOT STATED IN THIS LIMITED WARRANTY.
WE DO NOT ACCEPT LIABILITY BEYOND THE REMEDIES PROVIDED FOR IN THIS LIMITED WARRANTY, AND WE DO NOT ACCEPT LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, FOR THIRD-PARTY CLAIMS AGAINST YOU FOR DAMAGES, FOR PRODUCTS NOT BEING AVAILABLE FOR USE, OR FOR LOST OR DAMAGED DATA OR SOFTWARE. REDYREF DOES NOT WARRANT THAT THE OPERATION OF ANY REDYREF PRODUCT WILL BE UNINTERRUPTED OR ERROR FREE. OUR LIABILITY WILL BE NO MORE THAN THE AMOUNT YOU PAID FOR THE SPECIFIC PRODUCT THAT IS THE SUBJECT OF A CLAIM. THIS IS THE MAXIMUM AMOUNT FOR WHICH WE ARE RESPONSIBLE.
How long does this limited warranty last?
This limited warranty may be voided by RedyRef, at RedyRef’s sole discretion, if third party products that were not provided by RedyRef are installed on your RedyRef kiosk.
Otherwise, this limited warranty lasts for the time period indicated on your packing slip, invoice or receipt.
The limited warranty on all RedyRef-manufactured products purchased directly from RedyRef begins on the date of the packing slip, invoice, receipt or other sales documentation. For products manufacturee by third-party manufacturers and provided by RedyRef as part of our kiosk solution, the limited warranty begins on the date of your original sales receipt. The warranty period is not extended if we repair or replace a warranted product or any parts. RedyRef may change the availability of limited hardware warranties, at its discretion, but any changes will not be retroactive.
Important Notice Relating to Third Party Product
RedyRef cannot guarantee the authenticity of the products, limited warranties, service or support, or the accuracy of the listings of products you purchase from a third party. In some cases, such as with battery packs and power adapters, use of third party product may pose an increased risk of reliability or safety issues, including increased risk of fire or explosion. This limited warranty may be voided by RedyRef, at RedyRef’s sole discretion, if you install or use in a RedyRef kiosk any third party product that was not provided by RedyRef.
What do I do if I need warranty service?
- Email requests can be sent to: Email email@example.com
- Telephone support requests: Call 800-628-3603
What will RedyRef do?
Upon contacting RedyRef, you will be required to engage in a remote diagnosis session to help determine the cause of your issue. Remote diagnosis may involve customer access to the inside of the product and multiple or extended sessions. If RedyRef determines that your issue is the result of a defect in materials or workmanship but the issue is not able to be resolved remotely, RedyRef, at its sole discretion, may dispatch a replacement part to you, arrange for you to send your product or defective part back to RedyRef’s repair depot or replace the part or product with a comparable part or product that may be new or refurbished. Parts returned to our depot will be processed and returned within 21 business days, unless a separate Advanced Replacement Agreement is in place. If the RedyRef Limited warranty for your product also includes onsite warranty service (Service Level 1 or higher), then RedyRef may also elect to dispatch a service technician to your location to perform the repair or replacement. Additional information on our other purchasable service levels can be found in our RedyRef Service Contracts document.
If your limited warranty has expired or if we determine that the problem is not covered under this limited warranty, we may be able to offer you service alternatives on a fee basis.
We use new and refurbished parts made by various manufacturers in performing warranty repairs and in building replacement parts and products. All parts and products are inspected and tested for quality. Replacement parts and products are covered for the remaining period of the limited warranty for the product you purchased. RedyRef owns all parts removed from repaired products and, in most instances, you will be required to return defective parts to RedyRef.
RedyRef may use authorized representatives to provide any of the technical support or repair services under this limited warranty.
Important information about returning products to RedyRef for repair or replacement:
For Mail-in Service: Customer supplies box, pays shipping: Upon a determination by RedyRef that your Out-of-Warranty product should be returned to RedyRef for repair or replacement, we will issue a Return Material Authorization (RMA) number that you must include with your return. You must return the product to us in its original or equivalent packaging, prepay shipping charges and insure the shipment or accept the risk if the product is lost or damaged in shipment, which could void warranty coverage as customer-induced damage. We will return the repaired or replacement part to you. We will pay to ship the repaired or replaced product to you if you use an address in the United States (excluding Puerto Rico and U.S. possessions and territories) or in Canada (in respect of systems registered in Canada). Otherwise, we will ship the product to you freight collect.
For Mail-in Service: Customer supplies box, RedyRef pays shipping: Upon a determination by RedyRef that your In-Warranty product should be returned to RedyRef for repair or replacement, shipping instructions will be provided to you. You must package the product in its original or equivalent packaging and call the carrier designated on your shipping instructions to arrange a pickup time or, at your convenience, you may take the adequately packaged product to a designated carrier pick up location. As long as you follow our shipping instructions, we will pay standard shipping charges for shipping the product in for repair and for shipping it back to you if you use an address in the United States (excluding Puerto Rico and U.S. possessions and territories) or in Canada (in respect of systems registered in Canada). Otherwise, we will ship the product to you freight collect.
When you contact us regarding certain products, we may offer to ship you a replacement part prior to receiving your original product back. In such instance, we may require a valid credit card number at the time you request a replacement part or ask you to reference your Advanced Replacement Warranty number. We will not charge or invoice you for the replacement part as long as you return the original product to us within 10 days of your receipt of the replacement part and we confirm that your product issue is covered under this limited warranty. If we do not receive your original product within 10 days, we will charge your credit card or invoice you for the then-current standard price for the product. If upon receipt of your original product, we determine that your product issue is not covered under this limited warranty, you will be given the opportunity to return the replacement unit, at your sole expense, within 10 days from the date we contact you regarding the lack of coverage for your issue or we will charge to your credit card or invoice you the then-current standard price for the product. In addition, if you fail to pay RedyRef the amounts, RedyRef may suspend your limited warranty support until the applicable amount is paid. A suspension of your limited warranty for failure to properly return a product or to pay an amount charged for such failure to return a product will not toll the term of your limited warranty and the limited warranty will still expire in accordance with its original term.
Important information about Advanced Replacement Warranty part dispatches by RedyRef:
If you have an Advanced Replacement Warranty, RedyRef will dispatch a new or refurbished part for you to replace a defective part in advance of receiving the defective part, if we agree that the defective part needs to be replaced. You must return the defective part to RedyRef. In such instances, we may require a valid credit card number at the time you request a replacement part. We will not charge or invoice you for the replacement part as long as you return the original part to us within 10 days of your receipt of the replacement part. Failure to timely return the defective part to RedyRef in accordance with the written instructions provided with the replacement part may result in the suspension of your limited warranty support or a charge to your credit card or invoice in the amount of the then-current standard RedyRef price for that part. A suspension of your limited warranty for failure to properly return a part will not toll the term of your limited warranty and the limited warranty will still expire in accordance with its original term.
We will pay to ship the part to you if you use an address in the United States (excluding Puerto Rico and U.S. possessions and territories) or in Canada (in respect of systems registered in Canada). Otherwise, we will ship the part freight collect. We will also include a prepaid shipping container with each replacement part for your use in returning the replaced part to us.
NOTE: If applicable, before you replace parts, make sure to back up the data on the hard drive(s) and any other storage device(s) in the product(s). You are responsible for removing any confidential, proprietary or personal information and removable media such as storage cards or devices, DVDs/CDs or PC Cards regardless of whether a technician is also providing in-home or onsite assistance. We are not responsible for any of your confidential, proprietary or personal information; lost or corrupted data; data or voice charges incurred as a result of failing to remove all SIM cards; or damaged or lost removable media. When returning parts to RedyRef, please only include the product components requested by RedyRef.
Important information about Onsite Warranty Service After Remote Diagnosis:
If the RedyRef Limited warranty or other service level for your kiosk includes onsite warranty service, and if RedyRef determines that your issue is covered under this limited warranty and your problem cannot be resolved remotely or, if applicable, by dispatching a part or replacement part to you, then RedyRef may dispatch a service technician to your location within the United States (including Puerto Rico, but excluding the other U.S. possessions and territories) or in Canada (in respect of systems registered in Canada). Please tell the service coordinator the full address of your system’s location. Both the performance of service and service response times depend upon the time of day your request is received by RedyRef, the service alternative you purchased, parts availability, geographical restrictions, weather conditions and the terms of this limited warranty. An adult must be present at all times during the service technician’s visit. You must grant the service technician full access to the system and (at no cost to RedyRef) have working space, electricity and a local telephone line. If these requirements are lacking, RedyRef is not obligated to provide service. In addition, RedyRef is not obligated to provide service if you fail to provide an environment that is conducive to computer repair, including for example, if you insist on service to be provided at varying locations, if you threaten our technician either verbally or physically, or if your location or the general area where the system is located is dangerous, infested with insects, rodents, pests, biohazards, human or animal excrement and/or chemicals as reasonably determined to be unsafe by our technician. If you or your authorized representative is not at the location when the service technician arrives, the service technician will not be able to service your system and you may be charged an additional amount for a follow-up service call.
If RedyRef determines that your system needs a replacement part, you authorize the on-site technician to act as your service agent to handle the delivery and return of the warranty parts necessary to render on-site repairs. You may incur a charge if you fail to allow the on-site technician to return nonworking/unused units/warranty parts to RedyRef.
What if I purchased a service contract?
If you purchased an additional or uplifted service contract from RedyRef, service will be provided to you under the terms of the service agreement. Please refer to that contract for details on how to obtain service.
See RedyRef.com/legal/#servicecontracts for more details.
THIS LIMITED LIFETIME WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS AND YOU MAY ALSO HAVE OTHER RIGHTS, WHICH VARY FROM STATE TO STATE, PROVINCE TO PROVINCE, JURISDICTION TO JURISDICTION OR COUNTRY TO COUNTRY. REDYREF’S RESPONSIBILITY FOR MALFUNCTIONS AND DEFECTS IN HARDWARE IS LIMITED TO REPLACEMENT AS SET FORTH IN THIS LIMITED LIFETIME WARRANTY STATEMENT. EXCEPT FOR THE EXPRESS WARRANTIES CONTAINED IN THIS WARRANTY STATEMENT, REDYREF DISCLAIMS ALL OTHER WARRANTIES AND CONDITIONS, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, FOR THE PRODUCT, INCLUDING BUT NOT LIMITED TO ANY IMPLIED WARRANTIES AND CONDITIONS OF MERCHANTABILITY, MERCHANTABLE QUALITY, FITNESS FOR A PARTICULAR PURPOSE, PERFORMANCE, SUITABILITY OR NON-INFRINGEMENT. ANY IMPLIED WARRANTIES AND CONDITIONS THAT MAY BE IMPOSED BY AND THAT ARE NOT PERMITTED TO BE DISCLAIMED BY LAW ARE LIMITED IN DURATION TO THE LIMITED WARRANTY PERIOD. SOME STATES, PROVINCES, JURISDICTIONS OR COUNTRIES DO NOT ALLOW THE EXCLUSION OF CERTAIN IMPLIED WARRANTIES OR CONDITIONS, OR LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY OR CONDITION LASTS, SO THIS LIMITATION MAY NOT APPLY TO YOU. THIS LIMITED LIFETIME WARRANTY COVERAGE TERMINATES IF YOU SELL OR OTHERWISE TRANSFER THIS PRODUCT TO ANOTHER PARTY.
REDYREF DOES NOT ACCEPT LIABILITY BEYOND THE REMEDIES PROVIDED FOR IN THIS LIMITED LIFETIME WARRANTY AND WE DO NOT ACCEPT LIABILITY FOR SPECIAL, INDIRECT, CONSEQUENTIAL OR INCIDENTAL DAMAGES, FOR THIRD-PARTY CLAIMS AGAINST YOU FOR DAMAGES, FOR PRODUCTS NOT BEING AVAILABLE FOR USE, OR FOR LOST DATA OR LOST SOFTWARE. REDYREF’S LIABILITY WILL BE NO MORE THAN THE AMOUNT YOU PAID FOR THE PRODUCT THAT IS THE SUBJECT OF A CLAIM. THIS IS THE MAXIMUM AMOUNT FOR WHICH REDYREF IS RESPONSIBLE.
SOME STATES, PROVINCES, JURISDICTIONS OR COUNTRIES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF SPECIAL, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU.