RealDoll^X PRO Service Plan EU – Terms of Service

RealDoll^X PRO Service Plan (PSP) is governed by the following service level agreement (the “Agreement”) between Realbotix LLC (“Realbotix”) and you (“Customer” or “you”).

Scope

PSP provides you with additional services above and beyond the limited warranty provided by Realbotix for its products. The Plan does not extend, replace, or change the terms and conditions of Realbotix’ limited warranty that accompanies the Product. The Plan and all expressly referenced documents do not diminish any rights arising from consumer protection laws.

Services

Priority Customer Service

Customers under PSP will receive priority access to Realbotix Customer Support (“Support”) during the Coverage Period. Under PSP, Realbotix will provide an initial response to requests for support made by you within 1 business day (Business days are 9:00 AM to 5:00 PM PST, excluding weekends and U.S. federal holidays.), subject to availability.
Support requests under the Plan must be made as using Realbotix’ ticket system directed at https://realbotix.com/ using the Contact link on the website, which may be amended from time-to-time without prior notice.

Expedited “Head” Service

Repair

If Support determines that repair may be needed for your Product, and that mail-in service is appropriate, Realbotix will make reasonable commercial efforts to dispatch the new or refurbished Product with the same or improved specification as your original Product. Realbotix will make reasonable commercial efforts to ensure that such replacements are dispatched as soon as possible.

Replacement

If Support determines that replacement may be needed for your Product, and that mail-in service is appropriate, Realbotix will make reasonable commercial efforts to dispatch a new or refurbished Product with the same or improved specification as your original Product. Realbotix will make reasonable commercial efforts to ensure that such replacements are dispatched as soon as possible.

Upgrade

PSP entitles you to a maximum of three upgrades to the Product. You must contact Support to determine if your Product qualifies for an upgrade. If Support determines that the Product qualifies for an upgrade, and that mail-in service is appropriate, Realbotix will make reasonable commercial efforts to upgrade the Product. You must return the original Product to Realbotix with a Realbotix-issued shipping label clearly visible on the outside of the package. The original Product must be properly packaged for shipment as instructed by Realbotix using the product’s original packaging.

Return Policy

If a Replacement product is provided, upon receipt of the Replacement Product, you must return the original Product to Realbotix with a Realbotix-issued shipping label clearly visible on the outside of the package. The original Product must be properly packaged for shipment as instructed by Realbotix using the same packaging as the Replacement Product arrived in or the product’s original packaging.

Costs

If the returned Product requires repairs not covered under the limited warranty, or if the Product is no longer within the limited warranty period, and if statutory warranty rights are no longer in effect, you shall be responsible for the reasonable costs, including shipping, to make any out-of-warranty repairs to the returned Product, but in no event more than the full retail price of the Product. Service under this Agreement shall be suspended until any such charges are paid in full. If the original product is not returned within seven business days, Realbotix will charge you the full retail price of the Product.

Coverage of Replacement Units

Any Replacement Unit provided by Realbotix under the Plan shall be covered by the Plan for the remaining Coverage Period of the original Product.

Unavailability of Replacement Unit

If no replacement unit is available, Realbotix will repair the Product in accordance with the statutory warranty rights and terms and conditions of Realbotix’ limited warranty that accompanies the Product.*

Services that are Subject to Availability

In case one of the above mentioned services is subject to availability, Realbotix will inform you immediately if this service is not available and will reimburse you accordingly if you already paid this service.

Eligibility and Coverage Period

Realbotix may choose to offer, extend, or renew the Plan from time-to-time and on a case-by-case basis. In case Realbotix decides to change the Plan as mentioned before, Realbotix will inform the Customer about this decision. The change becomes effective unless the user contradicts within six weeks.

PSP is offered for a specific identified Product and begins when PSP is purchased (Coverage Start Date). The PSP continues, unless otherwise renewed or extended, for a period of one year from the Coverage Start Date of the Plan (the “Coverage Period”). PSP is only eligible for Customers or Products located inside of the United States, Canada and Europe.

Transferability

Except for Replacement Units, as discussed, each PSP covers a specific Product and may not be transferred to another Product or to another Customer. PSP may not be resold and is non-transferable and non-refundable, unless the Product is returned in accordance with Realbotix Return Policy, in which case the cost of PSP is also refundable.

Cancellation

Realbotix, at its sole discretion, may terminate this Agreement and refuse to provide further services under the Plan for abusive, inappropriate, or unreasonable behavior; failure to comply with Realbotix’ published policies and procedures; or failure to pay outstanding charges due under this Agreement. In the event that Realbotix terminates your participation in the Plan, Realbotix may provide you with a prorated refund. The Customer’s right to terminate without notice for good cause remains unaffected.

Data Protection

Realbotix may save and process any data relating to the Customer, to the extent necessary for the purpose of the execution and implementation of the contract and as long as Realbotix is required to keep such data in accordance with applicable law.
Realbotix shall not make available any personal data of the Customer to other third parties without the express consent of the Customer, except to the extent that a disclosure is required under applicable law.

Liability

Realbotix shall not be liable (on whatever legal grounds) for damages which may not reasonably be foreseen, assuming a normal use of the product. Furthermore, Realbotix liability shall be excluded for damages resulting out of a loss of data if their recovery is not possible or impeded due to a failure to perform appropriate data back-up procedures. The foregoing limitations of liability shall not apply in cases of wilful misconduct or gross negligence or in case of a violation of substantial contractual obligations by Realbotix.

Realbotix shall not be liable for any failure of or delay in the performance of this Agreement for the period that such failure or delay is due to causes beyond its reasonable control, including but not limited to acts of God, war, strikes or labor disputes, embargoes, government orders or any other force majeure event.

Enforcement and Entire Agreement

Any contracts entered into between Realbotix and a Customer shall be governed by the laws of the United States of America.

If the Customer is a corporation, limited liability company or commercial partnership or otherwise operates a commercial business, or is a legal entity or special fund organized under public law, the courts in San Diego shall have exclusive jurisdiction in respect of all disputes arising out of or in connection with the relevant contract. In all other cases, Realbotix or the Customer may file suit before any court of competent jurisdiction under applicable law.

In the event that any provision of this Agreement conflicts with governing law or if any provision is held to be null, void or otherwise ineffective or invalid by a court of competent jurisdiction, (a) such provision shall be deemed to be restated to reflect as nearly as possible the original intentions of the parties in accordance with applicable law, and (b) the remaining terms, provisions, covenants and restrictions of this Agreement shall remain in full force and effect. No waiver or any breach of any provision of this Agreement shall constitute a waiver of any prior, concurrent or subsequent breach of the same or any other provisions hereof, and no waiver shall be effective unless made in writing and signed by an authorized representative of the waiving party. This Agreement and all expressly referenced documents constitute the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior and contemporaneous agreements or communications, including any reseller or similar agreements previously executed by the parties.

CONTACT INFORMATION

Questions about the Terms of Service should be sent to us at [email protected].