Contents

1 Introduction

1.1 Purpose of the Warranty Policy

1.2 Scope of Warranty Coverage

2 Warranty for Products

2.1 Warranty Terms for Resold Products

2.2 Exclusions and Limitations

2.3 Procedure for Warranty Claims

3 Warranty for Services

3.1 Warranty Coverage for Partnered Services

3.2 Limitations of Service Warranties

3.3 Process for Service-Related Issues

4 Warranty for DigiZauber POS Systems

4.1 Collaboration with Manufacturers:

4.2 OEM Partnership and Warranty Implications

4.3 Claim Procedure for POS System Defects

5 Customer Responsibilities

5.1 Obligations for Maintaining Warranty Validity

5.2 Proper Usage and Care Instructions

6 Liability Limitations

6.1 Scope of DigiZauber’s Liability

6.2 Limitations and Exclusions of Liability

7 Dispute Resolution and Legal Recourse

7.1 Process for Disputes Arising from Warranty Claims

7.2 Legal Jurisdiction and Governing Laws

8 Contact Information for Warranty and Liability Queries

8.1 How to Reach DigiZauber for Warranty Issues

8.2 Support Channels for Warranty and Liability Concerns

9 Policy Updates and Amendments

9.1 Notification of Changes to the Warranty Policy

9.2 Effective Dates and Transitional Provisions

1           Introduction

1.1          Purpose of the Warranty Policy

1. Assurance of Quality and Service: The Warranty and Liability for Defects Policy of DigiZauber is established to assure our customers of the quality and reliability of the products and services we offer. This policy underlines our commitment to customer satisfaction and trust.
2. Protection for Consumers: The policy is designed to protect our customers against potential defects in the products they purchase and the services they receive from us. It outlines the remedies available to customers in case they encounter any issues with their purchases.
3. Clarity and Transparency: Our aim is to provide clear, transparent information about the warranty terms and conditions, helping customers understand their rights and our obligations. This transparency is crucial in building and maintaining customer confidence in DigiZauber.

1.2          Scope of Warranty Coverage

1. Products Sold by DigiZauber:

-          The warranty coverage extends to all products sold by DigiZauber, including electronics, computer accessories, and other tech-related items. We ensure that all products come with a manufacturer's warranty, which varies depending on the product and manufacturer.

-          The specific warranty terms for each product are provided at the time of purchase and are also accessible on our website.

2. Services Offered by DigiZauber:

-          For services, including software development and IT support, warranty terms cover the quality of service and adherence to the agreed-upon specifications.

-          The scope of service warranties is outlined in the individual service agreements and varies based on the nature of the service provided.

3. DigiZauber POS Systems:

-          Our in-house developed POS software and OEM-partnered hardware come with specific warranty terms, which are detailed in the POS system purchase agreement.

-          This warranty covers software functionality and hardware performance as per the stated specifications.

4. General Exclusions:

-          The warranty does not cover damages resulting from misuse, unauthorized modifications, external causes such as natural disasters, or regular wear and tear.

-          Issues arising out of non-adherence to product or service usage guidelines provided by DigiZauber are also excluded from warranty coverage.

2           Warranty for Products

2.1          Warranty Terms for Resold Products

1. Manufacturer’s Warranty: DigiZauber resells products that come with a manufacturer’s warranty. The duration and scope of this warranty vary by product and manufacturer. Details of the manufacturer’s warranty for each product are provided at the time of purchase and can be found on our website.
2. Warranty Coverage: The manufacturer’s warranty typically covers defects in materials and workmanship under normal use. If a product fails due to a manufacturing defect within the warranty period, customers are entitled to repairs, replacements, or refunds as per the manufacturer's warranty terms.
3. DigiZauber’s Role: As a reseller, DigiZauber facilitates the warranty service between the customer and the manufacturer. We assist in communicating the claim to the manufacturer and follow up on the customer's behalf to ensure satisfactory resolution.

2.2          Exclusions and Limitations

1. Wear and Tear: Normal wear and tear or deterioration due to aging and regular use are not covered under warranty.
2. Misuse or Abuse: Damage resulting from misuse, abuse, accidents, unauthorized repairs or modifications, and neglect are not covered under the warranty.
3. Environmental Factors: Issues caused by environmental factors such as temperature extremes, exposure to moisture, or dust are not covered unless specified by the manufacturer.
4. Compatibility Issues: Problems arising from compatibility issues with other products or services are not covered unless expressly stated in the warranty terms.

2.3          Procedure for Warranty Claims

1. Initiating a Claim: To initiate a warranty claim, customers should contact DigiZauber’s customer service with their order details, a description of the issue, and proof of purchase.
2. Verification: Our team will verify the purchase and the warranty validity and may ask for additional information or evidence of the defect, such as photographs or videos.
3. Manufacturer Coordination: Once the claim is verified, DigiZauber will coordinate with the manufacturer to arrange for repair, replacement, or refund, as per the warranty terms.
4. Customer Communication: Customers will be kept informed throughout the process, from claim submission to the final resolution.
5. Resolution Timeframe: The timeframe for resolving warranty claims may vary depending on the manufacturer’s policy and the nature of the defect.
6. Post-Resolution Follow-up: After the warranty claim is resolved, DigiZauber may contact the customer for feedback to ensure their satisfaction and to improve future services.

3           Warranty for Services

3.1          Warranty Coverage for Partnered Services

1. Scope of Warranty: DigiZauber’s warranty for services encompasses software development, IT support, and other tech-related services provided through our partnerships. This warranty covers the adherence to the specified service standards, agreed-upon functionalities, and performance criteria as outlined in the service agreement.
2. Duration of Warranty: The warranty period for services is typically defined in the individual service contract. It usually covers a reasonable time frame post-completion of the service, allowing customers to evaluate and confirm the service meets the agreed-upon specifications.
3. Service Warranty Terms:

-          Software Development: Warranty includes coverage for bugs, errors, or non-conformities with the specified requirements. It does not cover changes or updates post-delivery, unless specified.

-          IT and Technical Support Services: Warranty covers the quality and effectiveness of the support provided, including response time and issue resolution as per the terms agreed upon.

3.2          Limitations of Service Warranties

1. Modification by Third Parties: Any modifications or alterations to the delivered service by parties other than DigiZauber or its authorized partners void the warranty.
2. Misuse of Services: The warranty does not cover issues arising from incorrect or unauthorized use of the service, non-compliance with provided instructions, or external factors beyond DigiZauber's control.
3. Compatibility Issues: The warranty does not extend to problems caused by incompatibility with other software or systems unless such compatibility was specified in the service agreement.

3.3          Process for Service-Related Issues

1. Reporting an Issue: Customers should report any service-related issues to DigiZauber’s customer support promptly, providing a detailed description of the problem and relevant documentation or evidence.
2. Assessment and Verification: DigiZauber will assess the issue in collaboration with our service partners. This may involve reviewing service logs, software codes, or performance metrics.
3. Issue Resolution: If the issue falls under the warranty coverage, DigiZauber, along with our partners, will take appropriate actions to rectify the problem. This may involve bug fixes, service reconfiguration, or additional support sessions, depending on the nature of the issue.
4. Resolution Timeline: We aim to address and resolve service-related issues as quickly as possible. The specific timeline may vary based on the complexity of the issue and the terms of the service agreement.
5. Customer Feedback and Follow-up: Post-resolution, DigiZauber seeks customer feedback to ensure satisfaction and to improve our service offerings continually.

4           Warranty for DigiZauber POS Systems

4.1          Collaboration with Manufacturers:

1. Software Warranty:

-          DigiZauber offers a warranty for our POS software that covers defects in functionality, bugs, or errors that impede the intended use.

-          The warranty period typically extends for a specific duration post-installation, during which any software-related issues are addressed without additional cost.

2. Hardware Warranty:

-          The POS hardware, sourced through OEM partnerships, comes with a manufacturer's warranty. The duration and specifics of this warranty vary based on the hardware and manufacturer.

-          This warranty generally covers defects in materials and workmanship under normal use conditions.

4.2          OEM Partnership and Warranty Implications

1. Collaboration with Manufacturers:

-          DigiZauber collaborates with reputable OEM partners to provide high-quality POS hardware. These partnerships ensure that the hardware meets our specifications and quality standards.

2. Manufacturer’s Warranty:

-          The warranty terms for the POS hardware are primarily governed by the OEM partner. DigiZauber facilitates this warranty and assists customers in navigating the claim process with the manufacturer.

3. Customization and Branding:

-          Despite the OEM sourcing, DigiZauber ensures that the hardware is tailored to meet the specific needs of our POS systems, including custom branding and specific feature sets.

4.3          Claim Procedure for POS System Defects

1. Initiating a Claim:

-          Customers should contact DigiZauber’s customer service to report any issues with the POS system, whether software or hardware-related.

-          Information required includes the nature of the defect, purchase details, and any relevant documentation or evidence of the issue.

2. Assessment and Verification:

-          For software issues, DigiZauber’s technical team will assess and verify the defect. We may require remote access to the system for diagnosis.

-          For hardware issues, we coordinate with the OEM partner to determine the defect and the applicability of the warranty.

3. Resolution:

-          Software issues will be rectified through updates, patches, or other technical solutions.

-          Valid hardware warranty claims will be processed either through repair, replacement, or refund, as per the OEM's warranty terms.

4. Customer Communication:

-          Throughout the claim process, customers will be kept informed of the status and developments. Our goal is to resolve warranty issues swiftly and efficiently.

5. Post-Resolution Follow-Up:

-          After the resolution, a follow-up will be conducted to ensure customer satisfaction and to gather feedback for continuous improvement.

5           Customer Responsibilities

5.1          Obligations for Maintaining Warranty Validity

1. Adherence to Terms: Customers are responsible for adhering to the warranty terms as outlined for each product or service. This includes respecting the time frame of the warranty and understanding what is covered under it.
2. Proof of Purchase: To claim a warranty, customers must provide proof of purchase from DigiZauber. This documentation is essential to verify the purchase date and to confirm the applicability of the warranty.
3. Notification of Defects: It is the customer's responsibility to notify DigiZauber promptly upon discovering any defects or issues with a product or service. Delay in reporting can impact the warranty service and resolution.
4. Avoidance of Unauthorized Modifications: Customers should avoid making any unauthorized modifications or repairs to the products. Such actions can void the warranty and relieve DigiZauber of any obligation to remedy the defect.
5. Compliance with Return Policies: In cases where products need to be returned, customers should comply with DigiZauber’s return policy, including conditions regarding packaging and shipping.

5.2          Proper Usage and Care Instructions

1. Following Manufacturer Guidelines: Customers should follow the usage and care instructions provided by the manufacturer for products. This ensures that the products are used as intended and reduces the risk of damage.
2. Caring for POS Systems: For DigiZauber’s POS systems, it is important to adhere to specific guidelines regarding software updates, hardware maintenance, and environmental factors (like avoiding exposure to extreme temperatures or moisture).
3. Handling of Services: When using services such as software development or IT support, customers should provide accurate information and feedback as required and utilize the services in accordance with the agreed-upon terms.
4. Seeking Clarification: If there is any uncertainty about the proper use or care of a product or service, customers are encouraged to contact DigiZauber’s customer service for clarification.
5. Responsibility for Damage: Damage resulting from misuse, neglect, or improper care by the customer may not be covered under the warranty. Customers bear responsibility for any such damage.

6           Liability Limitations

6.1          Scope of DigiZauber’s Liability

1. Extent of Liability: DigiZauber’s liability in connection with the sale of products and provision of services is limited to the terms expressly set out in the warranty. Our responsibility primarily involves addressing defects in accordance with the warranty provisions.
2. Commitment to Quality: While DigiZauber is committed to ensuring the high quality of products and services offered, we limit our liability to repair, replacement, or refund as stipulated under the respective warranty terms.
3. Third-Party Products and Services: For products and services provided through third-party partnerships or OEM arrangements, DigiZauber’s liability is confined to facilitating warranty services as per agreements with these partners. Direct liability rests with the manufacturers or service providers.

6.2          Limitations and Exclusions of Liability

1. Consequential Damages: DigiZauber is not liable for any indirect, incidental, or consequential damages arising from the use or inability to use the products or services, including but not limited to loss of profits, business interruption, or loss of information.
2. Misuse and Unauthorized Alterations: Any liability for damages or defects resulting from misuse, unauthorized alterations, or repairs by the customer or third parties is expressly excluded.
3. Beyond Warranty Scope: Issues or damages that fall outside the scope of the stated warranty terms, such as wear and tear or environmental damages, are not covered under DigiZauber’s liability.
4. Force Majeure: DigiZauber is not liable for any failure to perform its obligations due to circumstances beyond its reasonable control, including natural disasters, wars, government actions, or transportation disruptions.
5. Statutory Rights: Nothing in this policy is intended to exclude or limit any statutory rights of the customer. Where any part of this liability limitation is found to be invalid or unenforceable for any reason, the remainder shall remain in full force and effect.
6. Legal Compliance: This policy is compliant with applicable laws and regulations. Customers' legal rights under statutory consumer protection laws remain unaffected.

7           Dispute Resolution and Legal Recourse

7.1          Process for Disputes Arising from Warranty Claims

1. Initial Resolution Efforts:

-          In the event of a dispute arising from a warranty claim, DigiZauber encourages customers to first contact our customer service team. We aim to resolve disputes amicably through direct communication and negotiation, seeking a satisfactory outcome for both parties.

2. Formal Dispute Submission:

-          If initial resolution efforts are unsuccessful, customers are advised to submit a formal dispute in writing, outlining the nature of the dispute and any proposed solutions. This submission should be directed to DigiZauber’s legal department.

3. Investigation and Mediation:

-          Upon receiving a formal dispute, DigiZauber will thoroughly investigate the matter, which may include reviewing all relevant documentation and communications.

-          We may propose mediation, where an impartial third party assists in reaching a mutually agreeable solution.

4. Escalation Procedures:

-          If mediation does not resolve the dispute, the matter may be escalated to binding arbitration, as per the terms agreed upon in the warranty or service agreement.

-          The arbitration process will be conducted in accordance with the rules set out in the governing law of the agreement.

7.2          Legal Jurisdiction and Governing Laws

1. Jurisdiction:

-          The legal jurisdiction for any disputes arising from warranty claims shall be determined by the location of DigiZauber’s headquarters, unless specified otherwise in the individual product or service agreement.

2. Governing Laws:

-          The resolution of any disputes, claims, or disagreements will be governed by the laws of the jurisdiction in which DigiZauber operates. This includes adherence to any specific consumer protection laws and regulations relevant to the transaction.

3. Statutory Rights:

-          Nothing in this policy will affect the statutory rights of the customer. Where disputes involve consumer rights under law, such matters will be resolved in accordance with statutory requirements.

4. Limitation Period:

-          There may be a limitation period within which customers can initiate a dispute or legal action relating to a warranty claim. This period will be in line with the legal requirements of the jurisdiction.

8           Contact Information for Warranty and Liability Queries

8.1          How to Reach DigiZauber for Warranty Issues

1. Dedicated Customer Service Team:

-          DigiZauber has a specialized customer service team trained to handle warranty and liability queries. They are equipped to provide assistance, guidance, and information regarding warranty claims and issues.

2. Contact Methods:

-          Email: Customers can send detailed inquiries or claims related to warranty and liability issues to DigiZauber’s dedicated support email address: [Insert Warranty Support Email Address].

-          Phone Support: For immediate assistance, customers can contact our warranty support helpline at [Insert Warranty Support Phone Number]. This line is available during [Insert Business Hours], offering direct access to our support staff.

-          Online Contact Form: An online form specifically for warranty and liability queries is available on the DigiZauber website. This can be used for general questions or to initiate a warranty claim process.

3. Response Time:

-          We strive to respond to all inquiries within one business day. Complex queries requiring extensive review may take longer, and customers will be informed about the expected timeframe.

8.2          Support Channels for Warranty and Liability Concerns

1. Multi-Lingual Support:

-          Understanding the diverse nature of our customer base, DigiZauber provides support in multiple languages to cater to non-English speakers effectively.

2. Documentation and Information:

-          Customers are encouraged to have their purchase details, warranty information, and a clear description of the issue ready when contacting us. This enables our team to provide faster and more accurate assistance.

3. Customer Relationship Management:

-          DigiZauber maintains a comprehensive customer relationship management system to ensure continuity and efficiency in handling warranty and liability cases. This system tracks previous interactions and warranty claims for a holistic approach to customer support.

4. Feedback and Improvement Process:

-          Customer feedback on their experiences with warranty and liability issues is welcomed and used to continuously improve our services and support mechanisms.

5. Escalation Mechanism:

-          In the event that customers are not satisfied with the resolution or handling of their query, they can request for the matter to be escalated to higher management within DigiZauber for further review.

9           Policy Updates and Amendments

9.1          Notification of Changes to the Warranty Policy

1. Proactive Communication:

-          DigiZauber commits to proactively informing customers of any significant changes to the Warranty and Liability for Defects Policy. This communication will be made in a clear and timely manner.

2. Methods of Notification:

-          Email Alerts: Registered customers will receive email notifications detailing any changes to the policy.

-          Website Updates: The most current version of the policy will always be available on the DigiZauber website, with a revision date indicated.

-          Direct Communication: For substantial changes that might significantly affect the customer experience, additional communication channels, such as direct phone calls or postal mail, may be employed.

3. Customer Inquiries:

-          Customers with questions regarding policy updates can contact DigiZauber’s customer service team for clarification and further information.

9.2          Effective Dates and Transitional Provisions

1. Effective Date of Changes:

-          Changes to the policy become effective on the date specified in the notification. This date will give customers a reasonable amount of time to understand and adjust to the new terms.

2. Transitional Arrangements:

-          For purchases made prior to the effective date of the policy changes, the warranty terms and conditions that were in place at the time of purchase will generally apply, unless otherwise required by law.

3. Documenting Amendments:

-          Each version of the policy will be archived and documented for reference. This documentation will be available upon request for customers interested in reviewing historical terms.

4. Ongoing Review Process:

-          DigiZauber maintains an ongoing review process for its policies to ensure they remain up-to-date with business practices, legal requirements, and customer needs.

Last Updated: December 25, 2023