1. General Provisions and Scope of Application

• This Warranty Policy applies to products, equipment, software, components, accessories, and warranty services directly provided by Mobile-ID or distributed by Mobile-ID under contracts, quotations, or purchase orders.
• This Warranty Policy ensures that Customers are entitled to their lawful rights in accordance with the laws of Vietnam on consumer protection.
• This Policy may be updated or amended from time to time to align with the Manufacturer's policies and the applicable laws and regulations of Vietnam.

2. Customer Responsibilities

Inspection and Acceptance of Goods

• Upon receipt of the goods, the Customer is responsible for inspecting the condition, quantity, type, security seals, serial numbers, and accompanying accessories (if any).
• Signing the Delivery and Acceptance Record constitutes the Customer's confirmation that the goods have been received in full, are correct, complete, intact, and free from any claims at the time of delivery.

Proper Use and Discontinuation of Use in Case of Abnormalities

• The Customer shall use the goods only for their intended purposes and in accordance with the technical instructions provided by Mobile-ID or the Manufacturer.
• The Customer shall not disassemble, modify hardware, perform repairs, or interfere with the system without Mobile-ID's prior written consent.
• Discontinuation of Use: If the product exhibits any abnormal signs (such as short circuits, overheating, burning odors, power failures, etc.), the Customer must immediately stop using the product. Mobile-ID shall not be liable for any additional damage resulting from the Customer's continued use of a malfunctioning device.

Incident Reporting and Cooperation

• If a warranty-covered defect occurs or a Manufacturer-related technical defect is suspected, the Customer shall notify Mobile-ID as soon as possible, but no later than two (02) working days from the date the defect is discovered.
• The Customer shall provide complete information, including the product code, serial number, invoice/acceptance record, a detailed description of the defect, and cooperate with Mobile-ID's technical personnel during the verification process.

Data Backup

• The Customer is solely responsible for backing up all data, digital certificates, configuration information, and any other data stored on the device or system before submitting it for warranty service. Mobile-ID shall not be liable for any loss of or damage to data arising during the receipt, inspection, repair, or replacement process.

Packaging and Transportation

• The Customer shall carefully package the product and send it to the warranty service center designated by Mobile-ID, ensuring that the product is adequately protected against additional damage during transportation.

3. Warranty Process and Service Time

Warranty Process

• Mobile-ID's warranty process consists of the following seven (07) steps: Step 1 - Customer submits a warranty request/reports an issue → Step 2 - Mobile-ID receives the request and product → Step 3 - Inspection, root cause verification, and warranty eligibility assessment → Step 4 - Notification of the proposed resolution and estimated processing time → Step 5 - Repair, replacement, or equivalent product exchange → Step 6 - Post-repair quality inspection (QC) → Step 7 - Return of the product to the Customer.
• Important Note: Mobile-ID's receipt of a product or warranty request (Step 2) only acknowledges receipt of the information and/or product. It does not constitute confirmation that the product is eligible for warranty coverage.

Response and Repair Time

• Response Time: Under normal operating conditions, Mobile-ID aims to respond within three (03) working hours after receiving a warranty request through its official support channels (email, support hotline published on Mobile-ID's website at https://mobile-id.vn, or other official communication channels announced by Mobile-ID from time to time).
• Repair/Resolution Time: The repair period depends on the nature of the defect, the availability of replacement parts, and the Manufacturer's service policy. Mobile-ID will notify the Customer of the estimated processing time after completing the technical inspection.

Warranty Service Methods

• On-site Warranty at Mobile-ID: The Customer may bring or ship the product to Mobile-ID's designated service location.
• Remote Warranty Service: Remote technical support may be provided for software or configuration-related issues using remote access tools.

4. Inspection and Replacement Provisions

Right of Inspection and Final Determination

• The determination of the root cause of the defect and whether the product is covered under warranty shall be based on the inspection results of Mobile-ID and/or the Manufacturer. Such determination shall serve as the official basis for warranty service.

Right to Provide an Equivalent Replacement

• If a warranty-covered product cannot be repaired and the product model has been discontinued, Mobile-ID reserves the right to replace it with another product or component of equivalent or superior functionality and value.

End-of-Life (EOL) / End-of-Support (EOS) Products

• For hardware products that the Manufacturer has officially declared as End-of-Life (EOL) or End-of-Support (EOS), including products for which replacement parts are no longer available, warranty service shall be provided in accordance with the Manufacturer's applicable policy or an alternative support solution announced by Mobile-ID.

Warranty Period for Replacement Products or Components

• Any replacement product or component shall be covered by the remaining warranty period of the original product or the minimum warranty period prescribed by the Manufacturer, whichever is longer.

No Extension of Warranty Period

• Repair or replacement of components during the warranty period shall not extend or renew the warranty period of the entire product, unless otherwise specified by the Manufacturer or confirmed by Mobile-ID in writing.

5. Exclusions from Warranty Coverage

Mobile-ID shall not provide warranty service under the following circumstances:

• Loss of Product Identification: The warranty seal is missing; the security seal is torn or tampered with; the serial number (Serial Number/IMEI) is illegible, altered, removed, or the product's origin as an officially distributed Mobile-ID product cannot be verified.
• Normal Wear and Consumables: Normal wear and tear resulting from ordinary use (including cosmetic scratches, aging or brittleness of plastic parts) or consumable items (such as batteries, short connection cables, labels, and stickers).
• External Impact and Environmental Damage: Damage caused by deformation, cracks, scratches, impacts, water or chemical exposure, fire, corrosion, electrical faults due to unstable power supply, or force majeure events (including natural disasters, fires, floods, etc.).
• Improper Use and Third-Party Software Issues: Damage resulting from use contrary to instructions, unauthorized disassembly or repair, or issues arising from the installation of or conflicts with software or operating systems not supplied by Mobile-ID.
• Continued Use After Discovery of a Defect: The Customer continues to use the product after detecting a defect, resulting in more severe damage, or the product has exceeded the warranty period specified in the contract or Mobile-ID's warranty system.

6. Limitation of Liability

Limitation of Liability

• Mobile-ID's liability under this Warranty Policy shall be limited solely to the repair, replacement, or exchange of products in accordance with this Policy and shall not exceed the actual amount paid by the Customer for the product or service giving rise to the claim.

Exclusion of Indirect Damages

• Mobile-ID shall not be liable for any indirect, consequential, incidental, or special damages, including but not limited to loss of profits, loss of revenue, business interruption, loss of data, or any other financial losses suffered by the Customer or any third party, even if Mobile-ID has been advised of the possibility of such damages.

Legal Exceptions

• The limitations of liability set out in this Section shall not apply where Vietnamese law prohibits the exclusion or limitation of liability.

7. General Provisions

• This Warranty Policy may be revised or updated by Mobile-ID from time to time to ensure compliance with the Manufacturer's policies and the applicable laws of Vietnam.
• The latest version of this Warranty Policy shall become effective from the date it is officially published on Mobile-ID's official communication channels or website, or as otherwise notified by Mobile-ID in writing.