软翼产品标准保修承诺

尊敬的客户：感谢您选择软翼科技产品和服务！就本文件项下产品，我们将向您提供以下保证和保修服务。本文件所称的“您”是指购买产品的任何个人或机构。本文件中所称的“我们”是指软翼科技及服务提供商。

1.0保证范围

我们保证，如产品在正常使用和维护条件下，因材料、工艺或制造问题导致性能故障，在保修期内，我们将按本文件规定为您提供修理、更换等保修服务。 “正常使用和维护条件”是指产品的安装、使用、维护、保管、运输等符合使用说明要求，并用于合理的预期目的或用途。“影响正常使用”是指产品不能实现其标准性能参数所描述的功能。除事先声明或依法或依约定应由您负担费用外，我们不就保修服务向您另外收取费用。以上是我们就产品质量和服务所做的全部保证，无其他明示或默示的保证。如销售商或其他任何第三方对您有额外承诺，您应向这些第三方要求兑现，软翼科技对此不承担责任。

2.0保修期

2.1产品及部件的相应保修期按相关的《软翼科技产品标准保修期》执行。保修期自产品首次购买之日起算，购买日以购买产品的发票日期为准。如无有效发票，则保修期将自产品出厂日起算。产品发票日期晚于产品实际交付日的，保修期自产品实际交付日起算。

2.2在保修范围内修理或更换后的产品或部件，在剩余保修期内继续享有保修，软翼科技与您签署的合同或适用的相关法律对此另有规定的，则按合同或法律规定执行。

3.0如何获得保修服务

在保修期内，如产品发生性能故障，我们将按本文件提供保修服务，具体服务获取方式：

3.1 热线支持服务，拨打我司客户服务热线 181-6889-1000 获得电话支持服务，客服热线提供产品使用咨询和故障排查指导服务。

3.2 报修服务，您可登录软翼科技官网https://www.ruanyirobot.com/获取最新服务站联系方式。

4.0保修解决方案

产品故障以修理为解决原则，在可行的情况下，我们可能会尝试通过网络、电话或其他远程帮助方式来诊断和解决您的产品故障。如有些问题可通过您自行安装指定的软件更新或替换件方式解决，则我们会指导您获得和安装此类软件更新或替换件。如上述方式不适用或无法解决问题，将就近安排人员到现场进行支持。

5.0不保证的范围

本文件项下的保证不适用于下列情况：①超出规定的保修期限的；②因误用、意外、改装、不适当的物理或操作环境、自然灾害、电涌及不当维护或保管导致的故障或损坏；③第三方产品、软件、服务或行为导致的故障或损坏；④产品使用过程中发生的正常脱色、磨损和消耗；⑤产品可以不间断或无错误地正常运行；⑥数据丢失或损坏；⑦消耗零部件，如电池或保护膜等随时间推移而耗损的零部件，除非是因材料或工艺缺陷而发生的故障；⑧不能出示产品有效保修凭证和有效原始购物发票或收据，产品原序列号标签有涂改、替换、撕毁的现象、产品没有序列号或保修凭证上的产品型号或编号与产品实物不相符合的； ⑨未按随附的说明、操作手册使用产品，或者产品未用于预定功能或环境，海康机器人经证实后确定您违反操作手册的任何其他情况；⑩产品的齐备性和外观状态不属保证范围，您应在接受产品时当场检验并对任何不符提出异议。

6.0电池免责声明

● 严禁将电池与导电物体（如发夹、项链等）一起运输或贮存。

● 取放、装卸电池时，须轻取轻放。切勿挤压、敲击、踩踏、扔掷、碰撞、挤压、拆解电池。若电池受损，可能会导致电池发热、燃烧或爆炸。

● 应将电池在50%±10%条件下运输与储存。

● 电池在使用或存储过程中注意远离火、加热器、腐蚀性物品等，否则可能会引起电池过热、起火或功能失效、寿命减短，甚至发生危险。

● 避免电池在使用或存储过程中因温度变化产生的冷凝现象，否则会导致电池或金属零部件的生锈。

● 只可使用原装的充电设备对机器人进行充电。

● 机器人自动关机后（包括亏电关机和其他关机），需在24h内对其进行充电，充电到机器人可以正常工作。超过24小时未充电，可能对电池造成不可逆损害或电池报废。

● 充电时应保持良好的通风，严禁烟火。

● 机器人应划分出专门的充电区域，做好防触电和消防标识，禁止人员进去，防止人员在进入充电区域时撞伤。

● 严禁将电池弄湿或浸入水中，一旦电池进入水中或水进入电池中，应立即停止使用并单独存放与其他物品间隔2m以上并联系海康机器人股份有限公司寻求帮助。

● 严禁电池过充、过放、过载使用电池。

● 严禁在强静电和强磁场的环境下使用，否则可能损坏电池保护电路。

● 严禁颠倒正负极使用电池，严禁短路电池正负极。

● 严禁电池进行串联或并联使用。

● 严禁对电池反充电，严禁将电池正负极端子直接插入电源插座。

● 充电端口正负极接反会烧毁内部电路板，连线时请注意端口正负极。

● 严禁让产品受力变形，可能会导致电子元件或线路部分损坏，使产品不稳定。

● 严禁直接焊接电池和用钉子或其它利器刺穿电池。

● 检查电池时，应戴防护眼镜和手套。

● 若电池发生泄漏，液体溅到皮肤、眼睛上，应尽快用清水冲洗，并立即就医。若电池发出异味、发热、变色、变形或使用、贮存、充电过程中出现任何异常，立即停止充电、停止使用，在保证安全的情况下将其从装置中移出并隔离。

● 如果发现存在以下任何一种情况或者对产品的安全有任何担心，请先停止使用，并且断开与外部电源的连接：（1）箱体、线束、插头破裂或损坏；（2）箱体、插头有水渍；（3）产品有发热、冒烟、冒火花的迹象；（4）有刺激性气味；（5）产品发出异响。未经授权，严禁私自拆解产品。

● 电池起火时，使用消防沙或大量的水灭火。

● 存储电池时，应确保电池处于关机状态，做好绝缘和防水措施。须存储在-10℃～35℃，相对湿度为55±20％的清洁、通风、无粉尘的室内，应远离火源及热源，避免与腐蚀性的化学品或者气体接触，建议远离易燃易爆物品10米以上。

● 若需要长时间存放机器人，需每隔3个月对机器人进行充满维护，并放电到电量在50%~60% 后继续存放。

● 机器人电池的最大充电循环次数为800~1500次，必须在使用寿命结束前更换电池。超过质保期的产品建议及时停止使用。（电池的已充电循环次数可通过机器人液晶屏或者维修保养手册中的“电池电芯数据读取”章节获取。）电池属于有毒有害垃圾，必须根据适用的当地法律，法规和标准对报废的电池进行处理。寿命终结的锂离子电池或没有使用价值的锂离子电池要依照当地的法律进行相应的回收和处理。请务必将废旧的锂离子电池以及包装材料送到专门的回收点处理。

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Soft wing product standard warranty promise

Dear customer: Thank you for choosing SoftWing Technology products and services! For the products under this document, we will provide you with the following guarantees and warranty services. The term "you" in this document refers to any individual or organisation that purchases the products. The term "we" in this document refers to SoftWing Technology and its service providers.

1.0 Scope of Guarantee

We guarantee that if the product fails due to material, workmanship, or manufacturing issues under normal use and maintenance conditions, we will provide repair, replacement, or other warranty services as outlined in this document during the warranty period. "Normal use and maintenance conditions" refer to the product being installed, used, maintained, stored, and transported according to the instructions and used for its intended purpose. "Affecting normal use" means the product cannot perform the functions described by its standard performance parameters. Except for costs explicitly stated in advance or as required by law or agreement, we will not charge you extra for warranty services. This is our full guarantee regarding product quality and service, with no other express or implied warranties. If the seller or any third party makes additional commitments to you, you should claim them from those third parties, as Ruanyi Technology is not responsible.

2.0 Warranty Period

2.1 The warranty period for products and components follows the relevant "Ruyi Technology Product Standard Warranty Period." The warranty starts from the date of the product's first purchase, using the invoice date as the purchase date. If there is no valid invoice, the warranty will start from the product's manufacturing date. If the invoice date is later than the actual delivery date, the warranty will start from the actual delivery date.

Products or parts that are repaired or replaced under warranty will continue to enjoy the warranty for the remaining period, unless otherwise specified in the contract signed with Softwing Technology or applicable laws, in which case the contract or law will prevail.

How to get warranty service for 3.0

If the product experiences a performance failure during the warranty period, we will provide warranty service according to this document and here is how to get the service:

3.1 Hotline support service, call our customer service hotline at 181-6889-1000 to get phone support, where the team offers product usage advice and troubleshooting guidance.

3.2 For repair services, you can visit the Ruanyi Technology website https://www.ruanyirobot.com/ to get the latest contact information for service centres.

4.0 Warranty Solution

If a product fails, we aim to fix it as the main solution. Where possible, we might try to diagnose and resolve your product issue through the internet, phone, or other remote assistance. If some problems can be solved by you installing specific software updates or replacement parts, we will guide you on how to get and install these updates or parts. If these methods do not work or cannot solve the problem, we will arrange for someone to come on-site to help.

5.0 is not guaranteed to cover everything

The warranty under this document does not apply in the following situations: ① Beyond the specified warranty period; ② Faults or damage caused by misuse, accidents, modifications, improper physical or operating environment, natural disasters, surges, or improper maintenance or storage; ③ Faults or damage caused by third-party products, software, services, or actions; ④ Normal discoloration, wear, and tear during product use; ⑤ The product can operate continuously or error-free; ⑥ Data loss or damage; ⑦ Consumable parts, such as batteries or protective films, that wear out over time, unless faults are caused by material or workmanship defects; ⑧ Inability to present valid warranty proof and original purchase invoice or receipt, a product with a modified, replaced, or torn serial number label, no serial number, or mismatch between the product model or number on the warranty proof and the actual product; ⑨ Use of the product not in accordance with the accompanying instructions or manual, or the product not being used for its intended function or environment, or any other situation where Hikvision Robotics confirms a violation of the manual; ⑩ The completeness and appearance of the product are not covered by the warranty, and you should inspect the product on delivery and raise any objections for discrepancies.

6.0 Battery Disclaimer

● Never transport or store batteries with conductive objects like hairpins or necklaces.

● When handling or loading and unloading the battery, handle it gently. Do not squeeze, hit, step on, throw, collide, crush, or disassemble the battery. If the battery is damaged, it may overheat, catch fire, or explode.

● The battery should be transported and stored at 50%±10% charge.

● Keep the battery away from fire, heaters, corrosive substances, etc., during use or storage, or it might overheat, catch fire, fail, have a shorter lifespan, or even become dangerous.

● Avoid condensation on the battery caused by temperature changes during use or storage, otherwise it may lead to rust on the battery or metal parts.

● Only use the original charging equipment to charge the robot.

After the robot automatically shuts down (including shutdown due to low battery or other reasons), it needs to be charged within 24 hours until it can work normally. If it isn't charged within 24 hours, it may cause irreversible damage to the battery or render it unusable.

● Make sure there's good ventilation while charging, and absolutely no smoking or fire.

● Robots should have a designated charging area with proper electric shock and fire safety signs, and people should not enter to avoid injuries when entering the charging area.

● Do not get the battery wet or immerse it in water. If the battery gets into water or water enters the battery, immediately stop using it, store it separately at least 2m away from other items, and contact Hikvision Robotics Co., Ltd. for assistance.

● Do not overcharge, over-discharge or overload the battery.

● Do not use in environments with strong static electricity or strong magnetic fields, or it may damage the battery protection circuit.

● Never reverse the battery's positive and negative terminals, and never short-circuit the battery.

● Never connect batteries in series or parallel.

● Never reverse charge the battery, and never plug the battery terminals directly into a power socket.

● Reversing the positive and negative at the charging port can fry the internal circuit board, so be careful of the polarity when connecting.

● Do not let the product be deformed by force, as this may damage electronic components or circuits and make the product unstable.

● Never weld the battery directly or pierce it with nails or other sharp objects.

● When checking the battery, you should wear safety glasses and gloves.

● If the battery leaks and the liquid gets on your skin or eyes, rinse it off with water as soon as possible and see a doctor immediately. If the battery smells strange, gets hot, changes colour, deforms, or shows any abnormal behaviour during use, storage, or charging, stop charging and using it immediately, and remove it from the device and isolate it safely.

● If you notice any of the following situations or have any concerns about the product's safety, stop using it immediately and disconnect it from the power source: (1) cracks or damage to the case, wiring, or plug; (2) water stains on the case or plug; (3) signs of overheating, smoke, or sparks; (4) a strong smell; (5) unusual noises from the product. Do not disassemble the product without authorisation.

● If the battery catches fire, use fire sand or a lot of water to put it out.

● When storing batteries, make sure they are turned off and properly insulated and waterproofed. They should be kept indoors in a clean, ventilated, dust-free environment at -10℃ to 35℃ with a relative humidity of 55±20%. Keep them away from fire and heat sources, avoid contact with corrosive chemicals or gases, and it's recommended to keep them at least 10 metres away from flammable and explosive materials.

● If you need to store the robot for a long time, you should fully charge it every 3 months, then discharge it to 50%-60% before continuing storage.

The robot's battery has a maximum charge cycle of 800~1500 times and must be replaced before the end of its service life. For products out of warranty, it is recommended to stop using them promptly. (The number of charge cycles of the battery can be obtained from the robot's LCD screen or the 'Battery Cell Data Reading' section in the maintenance manual.) Batteries are toxic and hazardous waste and must be disposed of in accordance with applicable local laws, regulations and standards. End-of-life lithium-ion batteries or lithium-ion batteries that are no longer useful should be recycled and disposed of according to local laws. Make sure to take old lithium-ion batteries and packaging materials to specialised recycling points.

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