Warranty & maintenance policy

1. Overview

Turbo Solutions provides warranty and maintenance services for Vaidio AI Vision systems in Vietnam following the manufacturer Vaidio's (formerly IronYun) standard terms: full hardware warranty, software maintenance including version upgrades, and technical support under a single set of terms. The service is activated when purchasing Vaidio devices (hardware with software) or the software platform with AI analytics licenses alone, for an annual fee. Turbo recommends purchasing the service together with the product to keep the system available; the package can be renewed annually.

The service must be renewed before its expiry date. If it lapses without renewal, support stops; to restore it, the customer pays the full cost of the gap, including the expired service terms.

2. Service scope

• Hardware warranty: the DOA/RMA process for repairing and/or replacing faulty parts (applies to devices).
• Software maintenance: the software licensing agreement, hotfixes, and the right to upgrade to new versions during the service term.
• Technical support: remote support via email and the online Support Portal.

3. Key terms

Shipping costs: DOA: the service provider covers both directions; RMA: the customer covers shipping to the service provider, which covers the return shipment; outside the warranty term: the customer covers both directions.

4. DOA/RMA process

1. 1Email [email protected] to request a service ticket, including the product serial number.
2. 2The support center checks the warranty status based on the serial number.
3. 3If eligible, the support center replies with the DOA/RMA number via the Support Portal or email.
4. 4The customer ships the device to the support center with the DOA/RMA number.
5. 5The device is repaired and returned within 14 business days.

When the warranty has expired but the maintenance package is still valid, the RMA process still applies at the customer's cost: the service provider issues a detailed quotation with a provisional invoice; repair or replacement proceeds only after the customer signs confirmation within 1 month of issue.

5. Warranty conditions

The warranty covers defects in materials and workmanship of the hardware during the warranty term; shipping time before and after repair counts toward the warranty term. The warranty does not cover damage from misuse, accidents, neglect, unauthorized modification, improper installation or testing, natural disasters, or products repaired by anyone other than Vaidio, Turbo Solutions and authorized service centers.

6. Software usage rights

Rights to the Vaidio software and AI Vision licenses are granted under the manufacturer Vaidio's EULA (vaidio.ai/eula) andTerms and Conditions. Trial versions are provided as-is. Commercial terms (payment, duration, specific support scope) are set out in the contract between the two parties.