After-Sales Service Policy

Dear user:

Thank you for choosing the Mornine developed by AiMOGA. To protect your after-sales rights, AiMOGA will provide after-sales services to you in accordance with this Mornine Product After-sales Service Policy (Chinese mainland) .  Please read this Policy carefully and completely before placing an order, and check for updates during use. If you have any questions, you can contact AiMOGA for support through the following official channels:

• Official website: www.aimoga-robot.com

• Customer service email: support@aimoga-robot.com

1. Product Acceptance Notes

1.1 On-site Acceptance

To protect your rights, unpack and inspect the package immediately when the delivery staff is present.

a) Check if the outer packaging is intact and look for any signs of resealing;

b) Verify that the contents match the Packing List (including Mornine , batteries, standby station (with power adapter), installation tools, etc.);

c) Check for visible scratches, cracks, deformation, moisture, or unusual noises in the host and its accessories;

d) Upon initial startup, verify the robot's indicator lights illuminate properly, voice announcements are clear, and shutdown functions perform normal self-checks.

1.2 Abnormal Handling

If you notice any abnormalities, please:

a) Immediately issue a damage report to the logistics team and document the incident with photos or video;

b) Submit the damaged record form, photos/videos, order number, and SN code via the service email within 48 hours;

c) Preserve the product in its original condition (including packaging and contents) to allow AiMOGA or third-party testing agencies to reproduce the issue.

If the user fails to provide feedback within the deadline or discards the packaging without authorization,AiMOGA reserves the right to treat it as undetectable logistics damage, and the user shall bear all associated losses.

1.3 Acceptance upon receipt

If you or your authorized representative complete the receipt and do not file a written objection within 48 hours, the product's appearance, quantity, model, specifications, and basic functions will be deemed compliant with the agreement. AiMOGA will not process claims for damages caused by logistics, but this does not affect standard warranty repair services for malfunctions.

2. Warranty coverage

2.1 warranty certificate

When warranty periods overlap, the longest warranty period applies.

1. Purchase invoice: Sales invoice or receipt issued by AiMOGA;

2. Delivery date: The warranty period begins on the day after the product is received.

2.2 product performance failure

If a device malfunctions due to following the user manual or AiMOGA's official guidelines, AiMOGA or its authorized service provider will provide free after-sales repair services.

• The device cannot power on or is not properly powered

• Unstable standing and walking of the machine

• The emergency stop button is not working or has a delayed response

• Other functional failures cause the device to malfunction

2.3 Non-warranty Scope

a) Exceeding the warranty period;

b) Damage caused by improper user operation, including but not limited to drops, compression, liquid immersion, violent use, and failure to follow the instructions for installation, use, and operation;

c) Using non-original components or unauthorized replacement battery packs, which may cause product malfunction or damage;

d) Damage caused by human factors rather than product defects, such as the robot colliding with hard objects or falling due to operational errors, with visible impact marks or scratches on the body;

e) Unauthorized modification, disassembly, or opening of the product; self-repair or component replacement without official guidance; or circuit modifications not following the official manual, along with improper use of battery packs and chargers, which may result in product damage.

f) Damage caused by handling in harsh or unsuitable environments, including:

• Severe environmental conditions including strong magnetic interference, rainy weather, sandstorms, wetlands, and complex terrain;

• Sharp and rugged terrain;

• Surfaces with minimal friction, such as ice or glass;

• Environments that cause mutual interference with other wireless devices (such as WiFi);

g) Damage caused by overloading beyond the robot's safe load capacity, or by operating it violently or non-violently beyond its interference resistance limit;

h) Compulsory operation of aged or damaged components, or using defective battery packs with insufficient capacity, resulting in inadequate discharge and product damage;

i) The robot shows visible signs of dust, sand, water, or metal powder intrusion, or exhibits noticeable water stains on its surface or interior due to exposure to humid conditions, with corrosion marks appearing on components and circuit boards.

3. Types and Procedures of After-sales Service

3.1 Self-assessment of Problem Diagnosis

Users can access the FAQ through the official website or scan the QR code to perform self-diagnosis.

3.2 On-site Maintenance Service

If the product is confirmed to be defective by AiMOGA, you can contact after-sales team through the official website, service email, or by scanning the QR code. AiMOGA will provide repair services.

If the product fails to meet the free repair criteria after inspection, you may choose to pay for repairs or return the defective product. AiMOGA will charge you for inspection, materials, labor, and shipping based on your choice and the specific issue.

3.3 Service Types

4. Data and Privacy

4.1 The maintenance process may involve reading system logs and other data, which is solely for fault analysis. AiMOGA pledges not to disclose user privacy and will automatically delete temporary copies upon completion of maintenance.

5. Warranty and Fees

5.1 For repairs beyond the warranty period, the payment model is "parts cost + labor cost + travel expenses".

6. Limitation of Liability

6.1 Data and Compatibility

AiMOGA shall not be liable for data loss, damage, or leakage caused by product failures, cyberattacks, or third-party software/hardware installations, nor shall it be responsible for any resulting compatibility issues.

6.2 Indirect losses

In no event shall AiMOGA be liable for any compensation regarding profits, business revenue, goodwill, anticipated savings, or other indirect, incidental, or consequential losses. The total compensation (if any) shall be limited to the actual price you paid for the product.

6.3 Mandatory Exceptions

The above restrictions do not affect the liability for compensation for personal injury (including death) or direct losses to real estate and tangible movable property, as stipulated by mandatory laws and borne by AiMOGA.

7. Policy Changes and Dispute Resolution

7.1 AiMOGA reserves the right to modify this policy due to business adjustments or changes in national regulations. The revised terms will take effect immediately upon publication on the official website without prior notice.

7.2 This policy shall be governed by the laws of the People's Republic of China mainland. In the event of any dispute, the parties shall first attempt amicable negotiation; if no agreement is reached, either party may file a lawsuit with the competent People's Court at the domicile of Moga Technology Co., Ltd.

For any matters not covered by this policy, users may contact AiMOGA's service email or online customer support on the official website. AiMOGA reserves the final right of interpretation within the scope of the law.

If you have any questions before receiving after-sales service, please contact us.

This after-sales clause is only applicable to the Chinese mainland. The after-sales policies in other countries or regions shall be subject to local laws.