SEALMINER After-Sales Policy
Please read this After-Sales Policy (this “Policy” or “After-Sales Policy”) carefully. Bitdeer Semiconductor Sales PTE. LTD. (“Bitdeer” or the “Company” or “we”), the seller of SEALMINER, reserves the right to amend, modify, or update this Policy from time to time at its sole discretion. Any changes to the Policy will be posted on the Company's website and will become effective upon such posting (unless otherwise specified). It is the responsibility of you to regularly review the Company’s website to ensure awareness of any updates or changes to the Policy. Continued purchase and use of the Company's Products and/or submitting any Repair Tickets after the posting of any changes constitutes acceptance of the revised Policy.
CONSUMER LAW: THIS AFTER-SALES POLICY IS DESIGNED TO PROVIDE ADDITIONAL BENEFITS TO OUR CUSTOMERS BEYOND THOSE REQUIRED BY APPLICABLE CONSUMER PROTECTION LAWS. THE BENEFITS OUTLINED IN THIS POLICY ARE INTENDED TO COMPLEMENT AND ENHANCE THE RIGHTS AND PROTECTIONS ALREADY AFFORDED TO CONSUMERS UNDER THE CONSUMER PROTECTION LAWS APPLICABLE TO THEIR RESIDENCY. THIS POLICY DOES NOT IN ANY WAY DIMINISH, RESTRICT, OR LIMIT THE RIGHTS OR BENEFITS PROVIDED TO CONSUMERS UNDER SUCH LAWS. CUSTOMERS ARE ENCOURAGED TO FAMILIARIZE THEMSELVES WITH THE CONSUMER PROTECTION LAWS APPLICABLE TO THEIR RESIDENCY, AS THEY MAY PROVIDE ADDITIONAL RIGHTS AND REMEDIES THAT ARE NOT COVERED BY THIS AFTER-SALES POLICY.
Article 1 Definition
Unless otherwise defined, the following terms used in this Policy shall have the following meanings:
“After-sales Customer Service”: You should contact after-sales customer service through the email [email protected].
“DOA (Dead on Arrival)” refers to a Product that is found to be non-functional or defective within 30 calendar days from the date of dispatch by the Company after the Product is purchased by a customer pursuant to a PSA.
“EOS (End of Service)” refers to the point at which a model or a batch of Product reaches the end of its lifecycle and is no longer supported by the Company. You agree that we have the sole right to determine when to issue an EOS notification (“EOS Notification”) for a model or a batch of Products as long as all the Products with such model or in such batch have their Warranty Period expired. We agree to send EOS Notification at least 60 days before the EOS takes effect and such period is called the “EOS Notification Period”. Please note that the EOS Notification will be announced on Bitdeer’s Website and will only be sent to customers who directly purchased the Products from the Company pursuant to the notice clause set forth in the PSA. Therefore, if you did not purchase the Products directly from us, you may not be able to receive such notification (but that cannot be an excuse for you to claim the EOS Notification is not binding on you) and you shall make sure you check the Website to see if the Product you plan to send for repair has been issued an EOS Notification before you create a Repair Ticket.
“Product(s)” refer to the SEALMINER(s) manufactured and sold by the Company. Please kindly note that the consumables such fans separately purchased from the Company do not constitute the Product(s) here and thus the Policy does not apply to such consumables.
“Sales and Purchase Agreement” or “PSA” refer to sales and purchase agreement between the customer and the Company regarding the purchase of the Product. For clarity, if you purchased the Products from a third party, the sales and purchase agreement between you and the third party is not the “PSA” defined herein.
“Repair and Maintenance Services” (or “R&M Services” or “Services”) refer to repair and maintenance service provided by us for the Products. These Services are categorized into “R&M within the Warranty Period” and “R&M after the Warranty Period”. Depending on the types of Product failure, we may choose different resolutions, including repair, replacement, and other appropriate actions.
“Replacement Product” means the Product of the same type or specifications provided to replace the defective Product or Product of the same brand with hash rates no less than that of the defective Product. Replacement Product may not be a new Product. The Warranty Period of the Replacement Product will be the remaining Warranty Period of the original Product on the date you dispatch the original defective Product to the Service Center (provide the Warranty of the original defective Product is not voided in accordance with the terms and conditions of this Policy and the PSA).
“SEALMINER” refers to Bitdeer's self-developed mining machine that harnesses the advanced SEAL series chip.
“Second Return” refers to a situation where a Product that has been repaired or replaced is found to be non-functional or defective within 15 calendar days after it is dispatched from the Service Center. To qualify as a "Second Return," the date on which you create a Second Return ticket must be no later than 15 calendar days after the repaired/replaced Product is dispatched from the Service Center.
“Service Centers” means the facilities or locations designated and authorized by the Company where Products can be repaired, maintained, or serviced. You understand that these Service Centers may be operated by third parties and please note Article 7 and Article 8.3 of this Policy. You can review the full list of “Service Centers” when you create a Repair Ticket.
“Service Fees” means the fees for the R&M Services charged by the Company to the Customer. Please note that we may provide a fee schedule or a fee estimate for your reference before you send the defective Product to us for repair. However, the exact Service Fees that will be charged to you will be based on the fee quote we provide when we have received and inspected the defective Product sent by you.
“Warranty Period” refers to the specific duration during which the Company agrees to provide Repair and Maintenance Services for a defective Product at no additional cost to the Customer. The exact terms regarding warranty (“Warranty”) and Warranty Period are outlined in the Sales and Purchase Agreement for the Product and this Policy.
“Website” or “Webpage” refers to https://www.bitdeer.com/shop/support.
Article 2 Repair Ticket Creation
2.1 If the Product is found to be defective and you wish to receive the R&M Services provided by the Company, you should create a repair ticket (“Repair Ticket”) on our website. This step is essential for initiating the repair and maintenance process and ensuring that your request is properly documented and addressed.
2.2 You should carefully read this Policy before creating a Repair Ticket. By creating a Repair Ticket, you acknowledge and agree that if your Product is not covered by the Warranty, you will be charged the Service Fees. You should only create a Repair Ticket if you agree and accept the terms of this Policy. Otherwise, please refrain from creating a Repair Ticket. If you have any questions about any term of this Policy, please contact our After-sales Customer Service.
2.3 The information provided in the Repair Ticket (including, but not limited to, Product model, quantity, tracking number, contact information and delivery address) must be accurate and complete. Failure to provide such information accurately may result in our inability to provide the R&M Services. In such cases, we reserve the right to decline the Services, and any resulting losses (including but not limited to the round-trip shipping fees) will be the responsibility of you.
2.4 You must ship the Product and provide tracking information in the Repair Ticket system within 7 calendar days after creating the Repair Ticket. Additionally, please ensure that the Product arrives at our Service Center within 15 calendar days from the date of Repair Ticket creation. If the Product does not arrive at the Service Center within 15 calendar days from the creation date of the Repair Ticket, we will determine whether the Product is within the Warranty period based on the actual arrival date of the Product. And if the arrival date is not within the Warranty Period, we reserve the right to charge Service Fee to repair the Product.
Therefore, please ship the product promptly once you create a Repair Ticket and choose your logistics services carefully to ensure timely delivery to the Service Center.
Article 3 Sending for R&M Services
3.1 Currently, for Products requiring repair or maintenance, you must ship them to our designated Service Centers. You are responsible for the shipping costs and must ensure that the Product is delivered to the specified Service Center following our instructions. PLEASE NOTE THAT USING SEA FREIGHT IS NOT PERMITTED FOR SHIPPING MINING MACHINES, AS THE MINING MACHINES ARE SUSCEPTIBLE TO MOISTURE DAMAGE.
3.2 BEFORE SENDING THE PRODUCT FOR SERVICE, PLEASE BACKUP AND DELETE ALL PERSONAL DATA, SOFTWARE PROGRAMS, OR ANY OTHER INFORMATION (COLLECTIVELY REFERRED TO AS “DATA”) FROM THE PRODUCT. During the Service process, there is a possibility that your Data may be lost or damaged. Additionally, if the Product cannot be repaired, we may send you a Replacement Product without returning your defective original Product. You agree that the Company shall not be held responsible for any damage or loss of Data.
3.3 In order to prevent damage during transportation, YOU SHOULD USE MOISTURE-PROOF PACKAGING FILLED WITH SUFFICIENT CUSHIONING MATERIAL. WE RECOMMEND USING THE ORIGINAL PACKAGING OF THE PRODUCT WHENEVER POSSIBLE. Failure to properly pack the Products for transportation (including sending unpacked Products, Products without cushioning, or using inappropriate packaging materials, etc.) may result in the Warranty being voided. WE ALSO ADVISE YOU TO INSURE YOUR PACKAGE TO PROTECT AGAINST DAMAGE OR LOSS DURING TRANSIT.
3.4 We reserve the right to refuse to accept the delivery of your Product and/or servicing your Product under the following circumstances (the “Refuse to Accept Circumstances”):
(1) You have not created a Repair Ticket properly or at all.
(2) You have not paid the freight from your location to the Service Center (for example, you send the Product to us using freight collect option).
(3) The Product is damaged during transportation.
If we choose to (this is not an obligation) accept delivery and provide the R&M Services to your Product under the Refuse to Accept Circumstances, we will not ship back the repaired Products until you have paid for the round-trip freight and you agreed to bear the risk of loss of, or damage to, the Product during transportation. For clarity, if you request us to repair the damage incurred during transportation, you will need to pay for the additional Service Fees associated with such damage.
3.5 In the absence of any of the Refuse to Accept circumstances specified in Article 3.4, we will sign for the parcel and unpack it to inspect the Product failure situation. You should be aware that: except under Denial of R&M Services Circumstances, for the Product that is in Warranty, we will make repairs while disassembling and inspecting the Product, and you cannot ask us to directly return the Product without repair; for the Product that is out of Warranty, if you are not satisfied with the fee quote we provide, you may request us to return the Product to you unrepaired. However, we will not ship back the Product to you if you have not paid for the return shipping fees.
3.6 You agree that we have the sole discretion to determine whether to repair or replace the Product or any part thereof. If we decide to replace your defective Product, you agree that we are not required to return the defective original Product or replaced parts to you. The Replacement Product or Replacement Parts may not be new, but they will be in good working condition and perform functions substantially similar to the original Product or parts.
3.7 If you send the hash boards separately for repair, please be aware that due to technical reasons, the performance of the repaired or replaced hash boards may vary from that of the original hash boards you sent in. However, we assure you that the repaired or replaced hash boards will function properly and will not have performance levels lower than those of the original hash boards.
Article 4 Fee Policies
4.1 Free R&M Services
4.1.1 Regardless of whether the Product is within the Warranty Period or not, you are responsible for the shipping cost to send it to the Service Center. Unless otherwise specified in this Policy, we will cover the cost of shipping the Product back to you from the Service Center after we complete the Services. If a Product qualified as “DOA”, then we will cover the round-trip shipping fees for the DOA Product to be sent to the Service Center for repair. If a Product qualified as “Second Return”, then we will cover the round-trip shipping fees for the Second Return Product to be sent it back to the Service Center again for repair. If you indicated that your Product qualifies for “DOA” or “Second Return” when creating a Repair Ticket, but we later reasonably determine that your Product does not meet the criteria for “DOA” or “Second Return” upon receiving and inspecting it, we will require you to cover the return shipping fee for such Product before we ship back your repaired Product. Please send the DOA Product and Second Return Product separately from each other and separately from other non-DOA or non-Second Return Products. Otherwise, we may not be able to distinguish between the Products and may not be able to adopt different Service Fees pricing and freight policy for these Products.
4.1.2 To receive free R&M Services, you need to create a Repair Ticket on our website within the Warranty Period and deliver the Product to the Service Center of your choice as identified in the Repair Ticket within 15 calendar days from the creation date of the Repair Ticket. If the Product does not arrive at the Service Center within 15 calendar days from the creation date of the Repair Ticket, we will determine whether the Product is within the Warranty period based on the actual arrival date of the Product. And if the arrival date is not within the Warranty Period, we reserve the right to charge Service Fee to repair the Product.
4.2 Denial of R&M Services
4.2.1 We reserve the right to make such determination as may be necessary in order to determine the cause of the defect and we reserve the right to not provide R&M Services under the following circumstances (“Denial of R&M Services Circumstances”):
(1) The Product has been lost or damaged severely during transportation before arriving at the Service Center;
(2) The Product is damaged due to the use of third-party overclocking software;
(3) The Product is not manufactured by the Company;
(4) The Product has scratches or other cosmetic damage that does not affect its operation;
(5) The Product will be considered scrap if it exhibits any of the following conditions: burned boards, corrosion or oxidation, disconnection of chip pins, PCB breakage, blocked board via holes, or the use of POE switches, among other similar issues. If you explicitly request us to scrap the Product you sent, or if you instruct us not to return the Product to you, then such Product will be deemed as scrap by you.
(6) Fraud is detected, including but not limited to deliberately forging or replacing barcodes of Products or parts, or other attempts to obtain R&M Service that the Customer is not otherwise entitled to. Products and parts without the original barcodes will not be eligible for R&M Service.
(7) A notification of EOS for a certain model of Product has been issued and the notification period has been expired.
(8) The Product is a Mixed Board Product;
(9) Any other circumstances under which the Company refuses to provide the R&M Services pursuant to the PSA.
4.2.2 If we determine that the Product falls under the Denial of R&M Services Circumstances, such Product will be returned to you directly without repair at your own expense. Further, any storage fees that may apply will be your responsibility before the Product is returned to you. We reserve the right not to ship the Product back to you until you have paid for the return shipping fees and the storage fees (if any).
4.3 R&M Services with Charges
4.3.1 We reserve the right to charge Service Fees for R&M Services under the following circumstances (“Charged R&M Services”):
(1) Product with an expired Warranty, including (i) the Warranty of the Product has expired when the Repair Ticket is created (the creation date shall refers to the records of the Repair Ticket system); or (ii) the Product is not shipped and does not arrive at the Service Center within the time period described in Article 4.1.2 of this Policy, and the Warranty of the Product has expired when the Product arrives at the Service Center.
(2) Products whose Warranty has been denied and voided due to:
- Damage or loss caused by your or any third party’s improper handling (e.g. crush and fall), transportation, installation (e.g. component detachment, unstable link, circuit board breakage, etc. caused by the reason that the Product(s) are not installed as per the specification or instruction), maintenance or repair;
- Damage or loss caused by overvoltage, undervoltage or electricity leakage;
- Product(s) whose operating parameters have been modified not in compliance with their specifications (such as overclocking) by you or third party;
- Damage or loss caused by your or third party's negligence or willful misconduct including but not limited to fire and thefts;
- Damage or loss caused by your or third party's failure to handle the Product(s) in accordance with the product manuals or instructions, including but not limited to placing and/or operating the Product(s) a location that does not meet the operational requirements outlined in the relevant Product pages on the Bitdeer official website and the manuals (e.g. extreme temperature, corrosive environment, high voltage surges or low AC quality). Please also note that for Products requiring connection to drainage assemblies, operating the Product without being connected to such assemblies will void the warranty.;
- Damage or loss caused by the reason of you or third party using unofficial or unauthorized accessories, including but not limited to power supplies, control panels, fans, cables, etc.; Please note that the Warranty will be void if any or all of the hash boards or control boards in a Product are not the original parts of that Product, or if there is any factor preventing the Company from determining whether the hash boards or control boards are the original parts of the Product.
- Damage or loss caused by the reason of you or third party using unofficial or unauthorized supporting software and/or hardware;
- Damage or loss caused by the reason of you or third party connecting to unstable power supply or problematic socket;
- Damage or loss caused by circumstances beyond the Company’s control, including but not limited to war (declared or undeclared), invasion, terrorist activities, fire, lightning, acts of God, earthquakes, heavy rain, floods, hurricanes and explosions;
- Normal wear and tear of the Product(s);
- Damage or loss caused by the reason of your or any third party’s unauthorized alterations to the Product(s), including but not limited to disassembly, repair or alteration to the Product(s) not authorized by the Company;
- Altered, defaced or missing warranty stickers (i.e. vulnerable labels) or SN labels and any situation where the Company is unable to determine whether the Product(s) are in the Warranty Period for reasons not attributed to the Company;
- Any modification of the original hardware of the Product(s) without the Company's prior written permission; and/or
- Any other factors and/or reasons that will cause denial of Warranty specified in the PSA for the Product.
