MermAId Warranty

MERMAID AI, INC. – MERMAID WARRANTY AND RETURN POLICY

Effective Date: July 1, 2025

Limited Warranty

Coverage

Except for the Software and the external components of the Hardware, MERMAID warrants to the End User that for a period of one (1) year from the date the End User purchases the Product directly from MERMAID or from a Dealer, the housing unit and internal electronics components of the Hardware will be free of material defects in materials and workmanship when used in accordance with the EULA and the Documentation.

Additional warranty coverage may be purchased by End Users. Please email support@mermaid-ai.com for more information about purchasing additional warranty coverage.

Warranty Registration Requirement

To activate this Limited Warranty, the original purchaser must register the product at https://mermaid-ai.com/pages/warranty-registration within thirty (30) days of the original purchase date. Registration requires the product serial number, date of purchase, and your name. Failure to complete registration within this period may result in the warranty being deemed inactive.

Disclaimers

EXCEPT FOR THE EXPRESS WARRANTIES STATED ABOVE, AND TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, MERMAID MAKES NO WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE AND NON-INFRINGEMENT WARRANTIES, OR ANY WARRANTIES ARISING FROM COURSE OF DEALING, USAGE OF TRADE, OR PERFORMANCE, AND YOU WAIVE ALL SUCH WARRANTIES.

Exclusions

This limited warranty does not cover any third-party products or components, or normal wear and tear, unauthorized modifications or use of the Product, including the Hardware and Software, cosmetic damage, damage from external or environmental causes, or Products with removed or defaced serial numbers.

MERMAID is not responsible for warranty claims in the following situations:

Continued use of the Product after a Return Material Authorization (RMA) number has been issued;
Failure to follow MERMAID’s installation, usage, or maintenance instructions; and/or
Unauthorized alterations or repairs without MERMAID’s prior written consent.

This limited warranty does not cover:

Software other than Software embedded on the Hardware or any Cloud Services;
Firmware that has been altered or replaced in any manner;
Any products or components purchased from unauthorized dealers, resellers, distributors, or other third parties;
Damages resulting from use of the Product with any third-party products, including third-party software, hardware, or other components, or by networks outside MERMAID’s control;
Normal wear and tear, cosmetic damage, or degradation or corrosion of consumables such as batteries or coatings;
Damage resulting from any misuse, improper installation, unauthorized modification or repair, electrical or environmental causes, lightning surges, accidents, use contrary to the Documentation or this EULA, or violation of applicable laws or regulations; and/or
Products with removed or defaced serial numbers, patent numbers, or other labeling.

Claims Process

To initiate a warranty claim, you must obtain a Return Material Authorization (“RMA”) number. Email MERMAID Customer Care at sales@mermaid-ai.com to request an RMA number. You must provide proof of purchase of the Product, including the date, amount paid, and place of purchase, and, if applicable, the name of the Dealer. You may be required to participate in a phone or video call with our team to evaluate and determine warranty eligibility.

Remedies

If MERMAID determines that the issue with your Product qualifies under the limited warranty, MERMAID will proceed with one of the following remedies:

Repair or replace the defective component(s); or
Repair or replace the Product with an identical or newer model.

Any repair or replacement provided under warranty does not reset or extend the original warranty period. However, any part repaired or replaced will be warranted for the longer of either:

The remainder of the original warranty period, or
Ninety (90) days from the date of repair or replacement.

Limitation of Liability

IN NO EVENT SHALL MERMAID BE LIABLE FOR ANY INDIRECT, INCIDENTAL, OR CONSEQUENTIAL DAMAGES. TO THE EXTENT PERMITTED BY APPLICABLE LAW, UNDER NO CIRCUMSTANCES SHALL MERMAID’S TOTAL LIABILITY EXCEED THE LESSER OF: (A) FOR AN END USER THAT PURCHASED THE PRODUCT FROM A DEALER, THE PURCHASE PRICE PAID BY THE DEALER FOR THE PRODUCT; OR (B) FOR AN END USER THAT PURCHASED THE PRODUCT DIRECTLY FROM MERMAID, THE PURCHASE PRICE PAID BY THE END USER FOR THE PRODUCT.

NOTE: Some states do not permit exclusions or limitations on incidental or consequential damage, so this limitation may not apply to you.

Returns and Exchanges

Products Purchased Directly from MERMAID

Products that are purchased directly from MERMAID via the Site may be returned by the original purchaser (End User or Dealer) within thirty (30) days after the date of delivery to the shipping address listed on the applicable Order in exchange for (i) a full refund of the purchase price paid by the original purchaser at the time of purchase, (ii) a replacement Product, or (iii) another MERMAID product of equal or lesser value, provided that the original purchaser obtains a Return Material Authorization (“RMA”) by contacting sales@mermaid-ai.com. No refunds will be issued without an RMA.

Following the thirtieth (30th) day after delivery of the Product, such Product may be returned by the original purchaser and accepted at MERMAID’s sole discretion and subject to a 15% restocking fee. Returns related to Product damage or defects fall under the Limited Warranty in Section 6 below.

Products Purchased Directly from Dealers

MERMAID will not process any return and refund requests for Products not purchased directly from MERMAID. All such requests must be made directly with such Dealers.

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