Terms of Service of Aeroo Protect 

Thank you for purchasing Aeroo Protect. Please note the following important points:

1. By purchasing an Aeroo Protect, you acknowledge that you have read, understood, and agreed to these terms.

2. To ensure that you can enjoy the services normally, Aeroo Protect and the corresponding product must be purchased from the same country or region.

3. Aeroo Protect will be automatically bound by us to your corresponding drone. We will assign it to the product purchased at the same time or before activation under the same name and details as your drone order.

4. The period of Aeroo Protect begins at the date of the associated product’s activation.

5. In the event Aeroo Protect is purchased and your product is ineligible (eg. already activated) or we do not have a record of the respective product purchased under the same name, we will contact you with the information you provided to confirm details.

6. A single Aeroo product can only bind to Aeroo Protect once. It is bound to the product’s Serial Number. 

7. Aeroo Protect is valid for a single use only (1 replacement). Re-purchasing Aeroo Protect for your replacement unit will not be valid.

8. After using the service provided by Aeroo Protect, the 12 month service and warranty period will be bound to your replacement product. The original service and warranty period will cease after your original drone is replaced. 

9. If Aeroo Protect is not claimed within the period purchased, an additional 12 months will be added to the original service and warranty period of your product.

10. The serial number of your Aeroo product is essential for using Aeroo Protect. Please keep the information to yourself. If your Aeroo product serial number is lost or stolen, you shall bear the corresponding consequences and responsibilities.

11. Theft or stolen goods of any kind are not covered under Aeroo Protect or Warranty. 

12. Lost in Flight (Herein referred to as “Loss in Flight”) replacement requires your flight logs to be sent in for review. Once a replacement drone is sent, your original lost drone will be remotely deactivated by us and will not be able to fly again.

1. Introduction to Services

All Aeroo Protect services are provided by Aeroo Innovations Pty Ltd, or its designated affiliated companies (hereinafter referred to as “Aeroo ”). The following is an introduction to each service. 

For specific definitions, please see the Terms of Service section for details. There may be differences in the services provided by Aeroo Protect for different products. Please refer to the page description when purchasing Aeroo Protect.

 

1.1. Product Accidental Damage and Loss in Flight Replacement Services

Product Accidental Damage and Loss in Flight Replacement Services (hereinafter referred to as “replacement service”) is provided by Aeroo which promises to provide replacement services to products specified in the service agreement. If damage or a loss in flight issue occurs accidentally under normal use, or if an accident occurs to the product, you can obtain a functioning product from Aeroo by using the replacement service.

1.2. Exclusive Repair Discounts

If the main products or accessories are damaged during normal use or due to accidents, both the product and the accessories sent along for repair are entitled to exclusive discounts within a limited repair quota.

1.3. Extended Warranty Period

It is called “Extended Warranty Service” hereinafter. Within the scope of coverage, if the designated product is malfunctioning due to a non-user error and is sent to Aeroo or an authorized repair centre for repair within the extended warranty service’s period of validity, then the repair fees and labour costs will be covered by Aeroo.

1.4. Rewards for Safe Flight

If the product specified in the service agreement has not used Aeroo Protect replacement service or discount repair service during the term of validity, an additional 1-year (12 months) extended warranty service will be provided for your product after the current Aeroo Protect expires.

2. Clauses

2.1. Validity Period

Service Details	Validity Period
Replacement Service Exclusive Repair Discounts	12 Months from the sooner of the date of product activation or within 2 months of receiving the product.
Extended Warranty Reward for Safe Flight	12 Months from the sooner of the date of replacement product activation, or within 2 months of receiving the replacement product, or expiration of the original Aeroo Protect Policy.

2.2. Coverage Areas

All services included in Aeroo Protect are valid only in the country where you purchased Aeroo Protect, herein referred to as “home country”. 

If a claim is made in relation to an incident occurring in another country outside of the home country, you will be responsible for any associated costs and logistics involved in returning the drone to our Service Centre in the home country and any associated costs and logistics in returning the drone to you.

2.3. Number of Service Requests

Service Details	Number of Service Requests
Replacement Service	1 time (no renewal option)
Exclusive Repair Discounts	2 (within Aeroo Protect Period)
Extended Warranty Services	Unlimited (within the Warranty Period where applicable)

2.4. Service Scope

2.4.1. Scenarios within the service scope

1 Aeroo Protect provides coverage to the Aeroo Pro model only

The following is the scope of coverage for Aeroo Protect. Any expenses incurred outside the scope of coverage will be handled at your own expense.

1) Replacement Service covers the main component of the product damaged or lost during normal use or due to accidents, and components are defined below:

For the Aeroo Pro: aircraft × 1, gimbal × 1, camera × 1, propellers (pair) × 2, and battery × 1(if necessary as deemed by the associated Aeroo technician).

2) Exclusive Repair Discounts cover the damage or loss of parts of the product and structural parts sent back together, which occurs during normal use or due to accidents. The main components are defined below: Aircraft ×1, gimbal and camera × 1, propeller (pair) × 2, and battery × 1

3) Extended Warranty Service covers the following components for performance failure due to clear non-user reasons:

For the Aeroo Pro: gimbal, camera, main controller, motor, ESC and vision system.

This also applies to extended warranty service provided by Rewards for Safe Flight.

2.4.2. Exclusions

The losses, expenses, and liabilities listed below are not covered by all services:

1) The part is not covered by the service.

2) Damage to a non-Aeroo product.

3) Damage to third parties caused by using your Aeroo product in any way. 

4) Damage to anything other than the associated Aeroo Product.

5) Some or all of the Aeroo product’s parts that are covered by the replacement service have been stolen, looted, or discarded.

6) Product is lost in any way other than while in flight.

7) Damage to components caused by unauthorized repair or replacement.

8) Damage to the product caused by deliberate actions.

9) Damage to the Aeroo product caused by installation, usage, or operation, not in accordance with the user manual’s recommendations.

10) Damage to the Aeroo product caused by using the product to engage in illegal activities.

11) Direct or indirect loss caused by natural disaster, war, military action, riot, coup, terrorist activities, etc.

12) Damage to the Aeroo product caused by nuclear radiation, nuclear explosion, nuclear pollution and other radioactive pollution.

13) Unauthorized technical enhancements or performance improvements for Aeroo products.

14) Indirect loss and/or anticipated profit in any form.

15) Any litigation, arbitration and/or any other legal fees relating to replacement service.

 

The losses, expenses, and liabilities listed below are not covered by the replacement service:

1) When using the product accidental damage service, some or all of the Aeroo product’s parts that are covered by the replacement service are lost.

2) Loss in Flight occurs after the account binding or remote controller binding is not enabled.

3) Personal injury and/or property loss to the customer or any other people caused by the Aeroo product.

 

The losses, expenses and liabilities listed below are not covered by the exclusive repair discounts:

1) Some or all of the Aeroo product’s parts that are covered by the replacement service are lost.

2) Personal injury and/or property loss to the customer or any other people caused by the Aeroo product.

 

The losses, expenses and liabilities listed below are not covered by the extended warranty service:

1) Some or all of the Aeroo product parts that are covered by the extended warranty service are lost.

2) Personal injury and/or property loss to the customer or any other people caused by the Aeroo product.

3) Damage to the Aeroo product that is not determinable to be caused by manufacturing defects.

4) Damage to the Aeroo product caused by flights in unsuitable conditions (including but not limited to meteorological and hydrological environment), or operation not in accordance with the user manual’s recommendations.

5) Product damage caused by violation of drone airworthiness requirements.

6) Damage to the Aeroo product caused by installation, usage, or operation not in accordance with the user manual’s recommendations.

7) Damage to the Aeroo product resulting from using a defective battery.

8) Natural wear or damages on component surface, shell or rack that did not influence Aeroo product’s performance.

2.5. Service Fees

2.5.1. Request a service from Aeroo 

Please refer to the table below for details of Aeroo Protect service fees for the Aeroo Pro:

Service Details	Fixed Costs	Material Costs	Labour Costs	Logistics Fees*
Replacement Service	Based on incident type: Collision: $89 AUD Water Damage: $199 AUD Lost in Flight: $299 AUD	Covered by Aeroo	Covered by Aeroo	Covered by Aeroo
Exclusive Repair Discounts	None	Discounted	Discounted	Covered by Aeroo
Extended Warranty Service	Covered by Aeroo	Covered by Aeroo	Covered by Aeroo	Covered by Aeroo

*Logistics fees only covered by Aeroo within the home country

Currency based on AUD, if you are in a different region, please refer to our website for local pricing or contact us at support@aeroodrones.com

2.5.2. Request services from a third-party service provider

Except for certain regional policies, Aeroo has not authorized any third-party service provider to provide Aeroo Protect service. Aeroo will not provide any refund or compensation for any expense incurred due to a request for services from a third-party service provider for personal reasons within the validity period and any subsequent possible losses.

3. Service Process

3.1. Preparation

1) Before applying for Aeroo Protect services, please go to the Aeroo Privacy Policy page and read the Aeroo privacy policy carefully. By applying for the service, you hereby acknowledge that you have read, agree to and abide by this Privacy Policy, authorize to provide Aeroo with your personal information and product information you fill out, and authorize Aeroo to use such information while providing services to you. Personal information includes but is not limited to your name, telephone number, email, and address. Product information includes but is not limited to your product model and serial number, product settings data, flight operation data, and flight environment and location data. 

2) Before sending out your product to our service centre, please back up your personal information and/or remove any SD card, and information in your product, including but not limited to images, videos, and installed third-party software and software packages in the built-in memories and SD cards. If any such information cannot be deleted, please modify it to prevent others from obtaining it or to exclude it from the definition of personal data under applicable laws. If you fail to delete such information, Aeroo will unavoidably access such information when providing the service and may delete such data as a result of the service. Aeroo shall not be liable for any loss or disclosure of data from any product you have sent back to Aeroo or any product you have repaired by Aeroo.

*All products received at an Aeroo Service Centre are photographed and inspected upon arrival. We will fairly determine the condition of the product as received by our service centre. We reserve the right to refuse service for any reason. Any disputes regarding differences in the condition of the product sent by the customer and received by us can only be directed towards the associated shipping company if deemed reasonable.

3.2. Service Process for Damage Replacement Service

1. Submit Repair Service Request via: https://aeroodrones.com/pages/support 
1. Ensure you select to use your Aeroo Protect replacement, input your drone’s serial number as well as your Aeroo Protect serial number, and select the type of damage. Note if the incorrect damage type is selected, (collision instead of water damage), a fee will be charged for the labour necessary to inspect your drone.
2. Sending Products: After successfully submitting the form, our team will email you within 2 business days with a return postage label and instructions for sending necessary products to our Service Centre.
3. Pay Invoice: After we receive your products at our Service Centre, please allow up to 4 business days for our Technicians to check in, assess and arrange a replacement for your product. After this time, we will email you an invoice for the Fixed Replacement Cost as specified.
4. Receive Replacement Products: Aeroo will send your replacement product back to you after payment of the invoice. Please allow up to 2 business days for dispatch and 8 business days for shipping. 

3.3 Service Process for Loss in Flight Replacement

1. Submit Repair Service Request via: https://aeroodrones.com/pages/support 
1. Ensure you select to use your Aeroo Protect replacement, input your drone’s serial number (if you have a record) as well as your Aeroo Protect serial number, and select “Loss in Flight”. 
2. Fill in all fields (where possible) to help us understand what happened.
3. Upload your flight logs in the app. Follow instructions provided in the service request form. We may also ask for screenshots or screen recordings.

Pay Invoice: After successfully submitting the form, our team will email you a custom invoice for the Loss in Flight replacement fee, within 2 business days. 

1. Receive Replacement Products: Aeroo will send your replacement product back to you after payment of the invoice. Please allow up to 2 business days for dispatch and 8 business days for shipping. Once paid the lost product will be remotely disabled and will be unable to be used again.

3.4 Service Process for Repair (Including Exclusive Repair Discounts)

1. Submit Repair Service Request via: https://aeroodrones.com/pages/support 
1. Ensure you select that you have Aeroo Protect and do not wish to use a replacement. Input your drone’s serial number as well as your Aeroo Protect serial number. Fill out the remaining information to help expedite the repair process.

2) Sending Products: After successfully submitting the form, our team will email you within 2 business days with a return postage label and instructions for sending necessary products to our Service Centre.

1. Pay Invoice: After we receive your products at our Service Centre, please allow up to 4 business days for our Technicians to check in, assess damages and quote repair for your product. After this time, we will email you an invoice for your repair cost with the discount applied.
2. Receive Repaired Products: Aeroo will send your repaired products back to you after payment of the invoice. Please allow up to 2 business days for dispatch and 8 business days for shipping. 

3.5 Service Process for Warranty (Including Extended Warranty)

1. Submit Repair Service Request via: https://aeroodrones.com/pages/support 
1. Ensure you fill out all information to help expedite the repair process. You can mention in the description you would like to claim warranty.

2) Sending Products: After successfully submitting the form, our team will email you within 2 business days with a return postage label and instructions for sending necessary products to our Service Centre.

1. Warranty accepted/declined: After we receive your products to our Service Centre, please allow up to 4 business days for our Technicians to check in, assess all information and determine an outcome. Please note that our warranty policy covers clear manufacturing defects. Often it is not possible to conclusively assign blame to the product manufacturing or to user error, in which case we will weigh up variables and attempt to reach a fair and amicable middle-ground solution. If warranty and/or discounted repair/replacement is declined, we will return your product in the condition you sent it. You may be responsible for return postage costs.
2. Receive Warranty Repair/Replacement: Aeroo will send your products back to you after warranty acceptance or payment of the invoice (if declined). Please allow up to 2 business days for dispatch and 8 business days for shipping. 

4. Termination of Service

Aeroo has the right to refuse to provide services in the following situations:

1) Products are purchased from non-Aeroo official or authorized channels.

2) Aeroo Protect and the corresponding product are not purchased from the same country or region.

3) The service is applied for outside of the coverage area.

4) The date when you apply for the services is not within the period of validity of the service.

5) Failure to apply for the service in accordance with the service process.

Aeroo has fully fulfilled the obligations of Aeroo Protect service, the service will be terminated under one of the following circumstances:

1) The coverage period agreed for each service has been reached;

2) The number of coverage times agreed for each service has been reached;

3) Its user has initiated a request to exit Aeroo Protect, and the request has been confirmed by Aeroo.

5. Return and Transfer of Aeroo Protect

5.1 Return of Aeroo Protect

If your Aeroo product is returned according to Aeroo 's return policy, you can also apply to return your Aeroo Protect. If your Aeroo product has not been returned, or one or more services under Aeroo Protect have been used, then you cannot return Aeroo Protect.

5.2 Transfer Ownership of Aeroo Protect

Aeroo Protect can only be transferred with explicit consent from the original owner of the product and policy to the new owner. This must be in the form of an email from the registered email address of the original order, and specify the following details of the new owner:

Full Name:

Address:

Phone Number:

Email Address:

Transferred product/s:

Date of transfer:

Please email support@aeroodrones.com to officially transfer ownership

Transfer of Aeroo Protect can be made after an incident but must be within the policy period. It must be within the home country. 

After successful transfer, the new owner will be treated as the original purchaser of the drone for the purposes of this policy.

 

More information on our general Terms of Service can be found here: https://aeroodrones.com/policies/terms-of-service