Warranty & Support

1. At a glance

2. Standard warranty

Length and start

Every robot carries a 12-month warranty against manufacturing defects. It starts on the day Autobonics delivers the robot: to you, or to the authorised reseller you bought it from. A manufacturing defect is a fault in materials or workmanship that was present when the robot left us, whenever it shows itself.

What it covers

• Repair or replacement of any part that fails because of a manufacturing defect, free of charge, with the part shipped free.
• Support throughout the warranty, free of charge, whether or not the fault turns out to be covered.
• When a covered fault is repaired at our service centre, the repair and the return shipping are free.
• A part that wears out under normal use within the first 12 months is treated as a defect.

Battery

The battery is covered against defects for 6 months from the warranty start. Loss of capacity with age and charging is not a defect.

Tablet, charger, dock and accessories

The tablet, charger, dock and accessories supplied with the robot are covered for the same period as the robot, including any extended years. We deal with the tablet’s own maker where needed; you never have to. A broken tablet screen, and a cut or crushed cable, count as damage.

Replacement parts

A part fitted under warranty is covered for the rest of the robot’s warranty, or for 90 days from fitting, whichever is longer. We may repair with new or refurbished parts that work the same as the original.

Diagnosis

The diagnosis call on a ticket is always free, in or out of warranty.

3. What is not covered

The warranty, standard or extended, does not cover:

1. Physical damage: drops, impacts, crushed or bent parts, broken connectors, a broken tablet screen, cut or crushed cables.
2. Liquid, dust or foreign objects inside the robot.
3. Use outside what the user guide describes: overloading the arms or gripper, running the robot on surfaces or slopes it is not made for, using a charger other than the one supplied.
4. Repairs, modifications or opening of the robot by anyone other than Autobonics or an Autobonics-certified technician working on a service ticket.
5. Faults caused by third-party hardware attached to the robot, or by power-supply problems at the site.
6. Software written by you or a third party. A fault in BonicOS itself is fixed by a software update for every robot, in or out of warranty.
7. Cosmetic marks that do not affect how the robot works.
8. A robot whose serial number or identity has been removed or altered.
9. Loss or theft.
10. A battery ruined by being left uncharged for a long time. When a robot is not in use, charge its battery at least every 3 months.

In extended years, listed wear parts worn by normal use are also not covered.

Fitting a part on an Autobonics engineer’s instructions during a ticket never voids the warranty.

4. Warranty decisions

• Being inside the warranty period does not by itself make a fault covered. An Autobonics engineer records whether it is covered, not covered, or partly covered, with a reason shown on the ticket.
• The decision is made from evidence you can see: the photos and video sent with the ticket, the robot’s recorded alerts and logs, and, if the robot came to the service centre, the photos taken when it arrived.
• If you disagree, you may ask once for the decision to be reviewed by our head of service. The answer is given in writing on the ticket.

5. Getting help

1. If you bought through a reseller, contact them first. They will help you through the troubleshooting articles in the Help section of your robot’s dashboard on bonic.ai.
2. If that does not fix it, or you bought directly from Autobonics, raise a ticket in the Help section. Anyone with access to the robot can raise one. Include a description, at least one photo or video, and your contact name, phone number and email.
3. If you cannot reach the dashboard, email support@autobonics.com and we will turn your email into a ticket.

Only what is on a ticket counts. Approvals, warranty decisions and charges are recorded on the ticket; nothing agreed by phone or message applies until it is. The person who raised the ticket receives its email updates, and anyone with access to the robot can follow it in the dashboard.

6. How faults are fixed

Order of remedies

We use the first of these that works, and move to the next only when the one before cannot fix it:

1. Self-help: the troubleshooting articles.
2. Remote diagnosis: messages, photos and video, the robot’s alerts and logs, and a call.
3. Fixed remotely: a setting, a software update, a reseated cable.
4. A part is sent and fitted on site, with an Autobonics engineer guiding by call.
5. Service centre in Kochi, only for major damage that cannot be repaired on site.

Who fits which part

Batteries are never sent for an owner to fit. A lithium battery that is shorted by a dropped tool or a pinched wire can catch fire, a swollen battery is dangerous to handle, and couriers treat loose lithium batteries as dangerous goods. Batteries are fitted only by certified technicians.

When a part is sent

1. You receive an estimate: the parts, their shipping, and support time where it is chargeable. Covered lines are shown at no charge, with their value.
2. The estimate is approved on the ticket. If anything is payable, the part is shipped after payment.
3. The part is shipped with tracking. When it arrives, an engineer schedules a call and guides the fitting. Please wait for that call: damage caused by fitting a part without the engineer, or against their instructions, is not covered.
4. The ticket closes when the robot is confirmed working.

• The replaced part is returned only when the engineer asks for it, with the reason given on the ticket. We pay for its return. Nothing is charged if it does not come back.
• If the new part does not fix the fault, the ticket is closed and a new ticket is raised for the next step. On that ticket, a part that turned out not to be the fault is credited once it is returned to us.

Service centre repair

Used only when a fault cannot be repaired on site.

1. Before the robot is sent, the engineer states the inspection fee and the return shipping charge on the ticket, and you accept them. The inspection fee is charged only if you decline the estimate.
2. The robot is sent at the sender’s cost, packed as instructed on the ticket, including how to prepare the battery.
3. On arrival it is photographed and its condition recorded. You can see both on the ticket.
4. After inspection you receive an estimate and approve it line by line.
5. The robot is repaired. Anything found later is a new version of the estimate and waits for your approval; work already approved continues.
6. Payment is made, if anything is due, and the robot is shipped back with tracking.

If you decline the estimate, the robot is returned unrepaired, and the inspection fee and return shipping are charged.

Service centre: Autobonics Pvt Ltd, 2nd Floor, 46 Venus Plaza, Chakkaraparambu, Vennala, Ernakulam, Kerala 682028, India.

7. Robots outside India

The warranty is the same in every country and is given by Autobonics Pvt Ltd. Our only service centre is in Kochi, India, so for robots outside India:

• Most faults are fixed remotely or with a part sent to you, so a robot rarely has to travel.
• We pay the shipping on a covered part. Import duties, taxes and customs clearance in your country are paid by you or your reseller.
• A robot sent to Kochi is shipped at the sender’s cost, including export formalities. When the fault is covered, we pay the return shipping; import duties and taxes on its return are paid by you or your reseller.
• Delivery times for parts depend on the courier and on customs in your country, and are in addition to our dispatch target.
• Support is given in English, during the service hours below (India Standard Time).

8. Charges

• Nothing is charged without a recorded approval of a written estimate.
• Every amount is quoted on the ticket before you commit to it.
• If you bought your robot through an authorised reseller, any charges are billed to you through your reseller.
• Amounts quoted exclude taxes.

9. Support and training

Support is an Autobonics engineer’s work on a ticket about a fault: diagnosing it, fixing it remotely, or guiding the fitting of a part. It does not include training, lesson planning, help with your own programs, or setting up a classroom.

• During the warranty, standard or extended, support is included, whether or not the fault turns out to be covered.
• Outside the warranty, support time is quoted on the ticket and approved before the session. If a session will run past what was approved, a revised estimate asks for the extra time first. The diagnosis call stays free.
• Training: one hour is included with every robot. Further training is available online or on site, quoted on request.

10. Service hours

These are our targets, not guarantees.

11. Extended warranty

The extended warranty is the same promise as the standard warranty: free parts for manufacturing defects and free support, with parts charged where the fault is damage or misuse. Ask your reseller, or Autobonics if you bought directly, for the price.

Length and when to buy

• Up to 2 extended years. Cover ends no later than 3 years from the warranty start.
• Bought with the robot, for one or both years, or one year at a time before the current cover ends.

Wear parts in extended years

In extended years, these parts are not covered when worn by normal use:

• battery capacity;
• wheels, tyres and castors;
• gripper pads and fingertips.

A listed part that fails electrically, or breaks early without wear, is still a defect. The battery’s defect cover ends 6 months from the warranty start, so the battery is not covered in extended years.

If your cover has already ended

A robot whose cover has ended can still be extended, within the 3-year limit:

• after a paid remote health check (the robot’s logs and a guided test);
• with cover starting 30 days after purchase;
• a fault that already has a ticket is not covered by that extension.

Other terms

• No cancellation and no refund once bought.
• The extended warranty stays with the robot if the robot is sold on, once we are told.
• To find your robot’s warranty end date, email support@autobonics.com.

12. Software, cloud and data

• BonicOS updates are freefor as long as the robot’s hardware supports them.
• BonicAI cloud features, including AI credits and the platform’s modules, are outside this warranty and are bought separately.
• Spare parts remain available to buy for 5 years after a model stops being sold.

Diagnostic data

Raising a ticket includes your consent for us to collect diagnostic data from the robot for that ticket. It is technical data: battery, motor and error records, and the robot’s software logs. It never includes camera or microphone recordings. It is used to diagnose and fix the fault, and to improve the reliability of our robots.

13. Liability and governing law

• Our liability under this warranty is limited to repairing or replacing the faulty part or, at our choice, refunding the price of that part.
• We are not liable for indirect or consequential loss, including loss of use, lost lessons, lost data or lost profit.
• Nothing on this page limits any right you have under the law of your country that cannot be excluded.
• This warranty is governed by the laws of India. The courts at Ernakulam, Kerala, have jurisdiction.
• We may update this page. A change never reduces the cover of a robot whose warranty has already started.

14. Contact

• Autobonics Pvt Ltd, 2nd Floor, 46 Venus Plaza, Chakkaraparambu, Vennala, Ernakulam, Kerala 682028, India
• Support: support@autobonics.com
• Official correspondence: admin@autobonics.com