Terms of cooperation

Warranty Conditions

1. The warranty period specified in the Act of Completed Work begins from the date of repair completion. The warranty period for parts used during the repair is valid throughout the warranty period specified by the parts’ manufacturer.
2. Payment for the Executor’s work is made upon signing the Act of Completed Work. The Executor provides a warranty for the repair of equipment units and installed components in accordance with the warranty period. This warranty by the Executor applies only to those units or components that underwent repair or replacement by the Executor.
3. The Customer is obligated to check the functionality of the configured software or equipment in the presence of the Executor during the signing of the Act of Completed Work.
4. Warranty service is only performed if the Customer has the Act of Completed Work signed by both parties.
5. The Executor is responsible only for the services (work) provided in accordance with the Act of Completed Work.
6. Repair and maintenance of office equipment is carried out in accordance with the requirements established by the current legislation of Alberta and the Alberta Consumer Protection Act.
7. The Executor is not responsible for warranty conditions in case of absence or damage to the Executor’s warranty seal, any changes in the equipment configuration, replacement of units, components, or consumables, installation, or configuration, mounting works, administration works performed in the absence of the Executor.
8. Installed units or consumables are not subject to return.
9. The Executor is not responsible for preserving the Customer’s information (exception – a requested service for information preservation).
10. The Customer is fully responsible when handing over work under this contract. The Executor is not responsible for the Customer’s incompetence in evaluating the performed work.
11. All discrepancies under this contract are resolved by the Parties through negotiation with mandatory compliance with the claim procedure. If agreement cannot be reached through negotiations with mandatory compliance with the claim procedure, the parties resolve all discrepancies under this contract in accordance with the laws of Alberta.
12. The Act of Completed Work is drawn up in two copies, one for each party. Both copies have equal legal force and are provided to each of the parties (the original remains with the Customer, the Executor may keep a photocopy of the Act of Completed Work, or its photograph).
13. In the event of the Customer’s refusal of part of the repair works recommended by the Executor, the Executor waives warranty obligations if there is a causal relationship between the customer’s refusal and the work recommended by the technician.
14. In case of a warranty issue, it is necessary to contact the Executor’s service center and provide the Act of Completed Work signed by both parties. After the Executor confirms the existence of a warranty case with the Customer, the Executor is obligated to perform warranty repair within 30 calendar days.
15. If after performing the warranty repair the problem returns and is confirmed by the Executor in the presence of the Customer, the Executor is obligated to perform the warranty repair again within 30 calendar days. If after the repeated warranty repair by the Executor the problem persists and is confirmed by the Executor in the presence of the Customer, the Executor is obligated to refund the Customer the money spent on the provided services (the cost of consumables, or components that are not returnable according to the manufacturer’s policy, are not compensated).
16. Warranty repair is not possible in cases such as: — liquid spillage (this item applies to spillage before and after the repair); — obvious mechanical damage to the equipment not described when accepting the equipment for repair (when accepting the equipment for repair, we thoroughly describe all mechanical damage); — change or removal of the serial number and/or data about the device model (part) that can identify the device (part) that was in repair (when accepting the equipment for repair, we record the serial number (if available), as well as the model of the device (or part). If the serial number on the device (part) is damaged or missing after issuing the equipment to the Customer, unfortunately, we cannot determine if the device (part) was in our repair).
17. Also, a very important detail: if the repair was not complete, but only partial (for example, in a laptop, the screen matrix was broken and the matrix frame was damaged, and the Executor informed that it is necessary to replace (repair) both components, but the Customer decided to only replace the screen), in such a case, warranty repair is not possible.
18. Warranty repair is not possible in the event that the device became a victim of a natural disaster (flood, earthquake, lightning strike, etc., or incidents not related to the Executor (for example, a bullet entering a phone, voltage fluctuations when operating from a power source or a short circuit in the electrical circuit to which the device was connected).

Acceptance of equipment

1. The equipment acceptance act (hereinafter referred to as the Act) confirms the fact of receiving equipment at the Service Center (hereinafter referred to as SC) “xelow.tech”, and serves as the basis for the return of equipment from repair. The customer’s signature indicates their agreement to diagnostics, repair, and/or further technical maintenance (hereinafter referred to as services) according to the terms of this act.
2. Diagnostics is a comprehensive check and inspection of the device to identify damages, defects, and malfunctions, as well as to estimate the preliminary cost of repair or technical maintenance. Repair is the restoration of equipment functionality, including services for restoration and replacement of spare parts (components) in the equipment, assembly, or an individual component of the assembly with subsequent diagnostics, testing, or configuration. Technical maintenance is a set of operations to maintain the functionality and integrity of the equipment, including cleaning of equipment components, lubrication, equipment adjustment, etc.
3. During the reception of equipment at the service center “xelow.tech”, only a superficial external inspection is conducted, the results of which are reflected in the act. Such inspection is preliminary and does not fully represent the actual state of the equipment (hidden defects, internal shortcomings), and the actual internal condition (the condition of individual spare parts, details, assemblies and their fastenings, etc.), as well as the overall functionality of the equipment. The description of the equipment’s condition based on the external superficial inspection cannot be considered by the parties as the final conclusion regarding the final state of the equipment at the time of acceptance at SC “xelow.tech”. Any defects, shortcomings in the functionality of the equipment can only be determined during a full, in-depth diagnostics.
4. The conduct of diagnostics is included in the cost of services (repair or technical maintenance) and is free of charge only in the case of the customer’s agreement to their execution. In the event of the customer’s refusal to perform the work, regardless of the reasons, diagnostics is paid and its cost is announced separately, depending on the type of device being diagnosed and cannot be less than 200 UAH, regardless of the type of device. The duration of diagnostics ranges from 3 to 10 working days, but in some cases, diagnostics may require more time, about which the customer is notified in advance. At the special request of the customer, based on diagnostics, the executor may issue an act of technical condition, the price of which is agreed additionally.
5. When drawing up the act, the parties agree on a preliminary list, scope, terms, and minimum cost of services (hereinafter referred to as terms of service provision). Following the completion of full in-depth diagnostics of the equipment, if the terms of service provision significantly differ, the executor informs the customer by phone or in writing. In the case of significant changes to the contract terms, namely the cost and list of services, only after phone agreement with the customer, the executor begins to provide services. In the case of the customer’s refusal of the services provided by the executor after agreeing on all the terms of service provision and the start of work by the executor, the customer is not exempted from the obligation to pay for the provided services after their completion or execution and loses the right to receive the equipment without repair. In case of the customer’s disagreement with significant changes to the terms of service provision, namely the price and provision of services, the executor returns the equipment, the customer pays the cost of the conducted diagnostics in the amount of the pre-established sum, and the contract is considered prematurely terminated at the initiative of the customer. The customer also has the right to refuse services if the executor provides services so slowly that their completion in time becomes impossible. However, if the majority of the volume of work has been completed, the customer has the right to terminate the contract only regarding the part of the services that have not been performed.
6. The executor accepts equipment after damages related to external environmental actions, for example, as a result of fires, floods, and other force majeure events, as well as damage caused by insects and animals, liquid spills, after moisture (steam) ingress, and other damages that occurred exclusively due to the fault or negligence of the customer. BUT the executor is not responsible for any possible malfunctions, inaccuracies in operation, or the emergence/manifestation of any defects, including complete failure of such equipment during its stay at SC “xelow.tech” (during diagnostics, service maintenance, or repair work), and after its return to the customer.
7. The executor is not responsible for preserving information contained in the memory of the equipment, as well as its software.
8. The executor bears professional responsibility to the customer for the quality of the provided services (performed work), in case of his fault being established. In case of providing services of inadequate quality (which should manifest within a 2-month warranty period), the executor undertakes to eliminate the shortcomings in the provided services at his own expense. In case of damage to the equipment during its stay at SC “xelow.tech”, which occurred due to the fault or negligence of the executor, the latter undertakes to compensate the penalty at the cost of this equipment to the customer, taking into account its condition (both external and technical) at the time of acceptance at SC “xelow.tech”.
9. The executor reserves the right to refuse the customer service provision, in particular, in case of the impracticality of carrying out repairs, lack of production capabilities for its execution, and for other reasons.
10. The fact of service provision is confirmed by an act of acceptance and transfer of the provided services (act of performed work), which is signed by the parties at the moment of returning the equipment from SC “xelow.tech”. Based on the signed act of acceptance and transfer of the equipment, payment for the services of the executor is made, after receiving which the executor returns the equipment to the customer. In case of the customer’s refusal to pay for the provided services, the executor has the right to retain the equipment until full payment for the provided services. In case of a dispute concerning the quality of the services provided by the executor, the equipment is returned to the executor for additional diagnostics.
11. The complimentary storage period for the equipment following the completion of repair work or diagnostics is 30 calendar days. In accordance with Alberta’s consumer protection laws and regulations regarding unclaimed goods, if the equipment is not retrieved by the customer within this period without valid reasons, the service center may impose a reasonable storage fee. This fee should be clearly communicated to the customer at the outset of the service agreement and comply with Alberta’s Fair Trading Act.
12. If the equipment remains unclaimed after 60 calendar days, the service center is required to make reasonable efforts to contact the customer using the information provided. These efforts may include phone calls, emails, or written notices. If the customer still does not claim the equipment, the service center may have the right to dispose of the equipment as per the regulations governing unclaimed goods in Alberta. However, before disposing of the equipment, the service center must adhere to the specific requirements under the Unclaimed Personal Property and Vested Property Act, which may include reporting unclaimed property to the government, attempting to locate the owner, and handling any proceeds from the sale of such property in a manner prescribed by law.
13. SC “xelow.tech” guarantees that it will use the customer’s personal data contained in this act, or obtained by it in the process of providing services, or in any other way – only for quality service provision. This act serves as the basis for issuing equipment from SC “xelow.tech”. In case of loss of this act, the executor issues the equipment only on the condition of submitting a written application by the customer and the mandatory presentation of a passport. The customer, as a subject of personal data, by signing this act, consents to the processing of his personal data in written and/or electronic form, to the extent contained in this act. The customer’s signature confirms the accuracy and authenticity of the information (including the customer’s personal data, information regarding the completeness of the equipment, description of its condition, etc.), specified in this act.
14. By his signature in the main part of the equipment acceptance/transfer act, the Customer confirms that he is familiar with the above terms, they are understandable to him, and also the Customer’s signature is made voluntarily, without any coercion or influence.