SIMFORMOTION

Extended Warranty Policy

This policy explains the terms of Cat Simulators Extended Warranty coverage and the process for requesting service. It should be read together with your quotation, order acknowledgment, or extended warranty certificate, which identifies the covered products, coverage period, and any plan-specific services. 

Key Definitions

“Customer” means the original purchaser or other party expressly identified on the extended warranty agreement. 

“Covered Product” means the eligible Cat Simulator hardware, software, and components specifically identified by model, serial number, or other description on the extended warranty agreement. 

“Extended Warranty” means the purchased service coverage that begins after the applicable base warranty expires, unless the agreement expressly states otherwise. 

“Simformotion” means Simformotion LLC, the provider of this Extended Warranty. 

“RMA” means a Return Material Authorization issued by Simformotion before a product or component is returned. 

“Published Guidelines” means applicable product manuals, technical specifications, service communications, installation requirements, and written support instructions issued by Simformotion. 

Part I. Extended Warranty Terms

1. Agreement and Order of Precedence

These Extended Warranty Terms apply only when the Customer has purchased extended warranty coverage and Simformotion has accepted the order. The Customer’s quotation, order acknowledgment, invoice, or warranty certificate will identify the Covered Product, coverage period, and any plan-specific services. If a plan-specific document conflicts with these general terms, the plan-specific document controls only to the extent of that conflict. Applicable law will control where these terms cannot legally apply. 

2. Eligibility, Purchase, and Effective Date

  • Extended Warranty coverage may be purchased at the time of the original product sale or at any time within the first year of ownership, provided it is purchased before the original warranty expires. 
  • Unless expressly stated otherswise, Extended Warranty coverage begins immediately after the applicable base warranty expires and does not duplicate or extend remedies available during the based warranty period. 
  • Coverage must remain continuous. If coverage has expired or lapsed, Simformotion may require a paid inspection, diagnostic evaluation, repair, software update, recertification, or reinstatement fee before accepting the product for renewed coverage. 
  • Existing defects, known conditions, open service issues, and failures occurring before the effective date are not covered unless Simformotion expressly accepts them in writing. 
  • Eligibility may be denied for products that are altered, previously owned, relocated without authorization, or beyond a service-life limit established by Simformotion. Products designated by Simformotion as discontinued, no longer supportable, sunset, or end-of-life are subject to the eligibility and coverage limitations states in Section 8. 

3. Coverage Provided

Subject to these terms, Simformotion will use commercially reasonable efforts to diagnose and correct a covered defect in materials or workmanship that causes a Covered Product to fail substantially to perform in accordance with Simformotion’s Published Guidelines during the coverage period. 

The Extended Warranty includes only the products, components, and services expressly identified on the applicable agreement. Depending on the purchase plan, the agreement may include some or all of the following: 

  • Remote technical support and diagnostic assistance. 
  • Depot repair labor for a covered repair.
  • Repair or replacement parts for a covered defect. 
  • Eligible software maintenance or updates expressly included in the purchased plan.  

4. Products and Services Not Automatically Included

Unless expressly identified on the extended warranty agreement, coverage does not include: 

  • Consumables and normal-wear items, including batteries, cables, protective coverings, cosmetic panels, and similiar components that are expected to deteriorate through ordinary use. 
  • Cosmetic damage that does not materially affect operation. 
  • Customer-created content, data, configurations, integrations, cybersecurity products, network services, or operating-system issues. 
  • Installation, relocation, disassembly, reinstallation, calibration, training, preventive maintenance, on-site labor, travel, or loaner equipment unless specifically purchased. 
  • Data backup, restoration, software reinstallation, or recovery of customer files and settings. 

5. Exclusions

The Extended Warranty does not cover a failure, loss, or damage caused by or related to:

  • Accident, misuse, neglect, abuse, theft, vandalism, fire, water, flood, lightning, power event, environmental condition, or other external cause.
  • Use outside Published Guidelines, including improper electrical service, grounding, ventilation, temperature, humidity, dust control, networking, transportation, storage, or site preparation. 
  • Unauthorized repair, service, modification, disassembly, alteration, or use of unsupported parts, accessories, software, or peripherals. 
  • Failure to install required software, firmware, security, or operating-system updates communicated by Simformotion. 
  • Failure to perform required maintenance or continued operation after the Customer knew or reasonably should have known that continued use could cause additional damage. 
  • Damage occurring during transportation, except to the extent directly caused by packaging supplied and required by Simformotion and subject to carrier-claim requirements. 
  • Normal wear and tear, gradual deterioration, obsolescence, or a change in compatibility with a third-party product or service. 
  • Any condition that cannot be verified or reproduced after reasonable diagnostic efforts. 

6. Customer Responsibilities

As a condition of service, the Customer must:  

  • Keep reasonable proof of purchase, extended warranty entitlement information, model and serial number records, and any required maintenance records. 
  • Operate and maintain the Covered Product in a reasonable manner, consistent with its intended use, and install recommended maintenance, software updates, and corrections when appropriate. 
  • Provide reasonable access to the product, qualified personnel, diagnostic information, logs, photographs, video, and other information requested to evaluate a claim. 
  • Cooperate with remote troubleshooting before repair, replacement, return, or on-site service is authorized. 
  • Back up Customer data and remove confidential, regulated, personal, or proprietary information before equipment is provided for service whenever reasonably possible. 
  • Protect account credentials and disable security controls only when instructed and only to the extent reasonably necessary for service. 
  • Promptly stop using the product when continued use may create a safety risk or cause additional damage. 

7. Shipping, Packaging, Customs, and Risk of Loss

The Customer is responsible for Extended Warranty logistics costs unless the applicable agreement expressly states otherwise.  

  • The Customer is responsible for all shipping, freight, handling, insurance, packaging, customs, brokerage, duties, VAT, taxes, import or export fees, and similar charges associated with Extended Warranty service, including transportation to and from Simformotion or an authorized service location. 
  • The Customer must obtain an RMA and written shipping instructions before returning any product or component. Unauthorized returns may be refused or returned at the Customer’s expense. 
  • The Customer must package an item in accordance with Simformotion’s instructions and use a carrier and service level reasonably suitable for the product. SImformotion may supply a shipping label or arrange transportation and charge the Customer for the associated cost. 
  • Risk of loss or damage remains with the Customer while the item is in transit to Simformotion and transfers back to the Customer when the repaired or replacement items is tendered to the outbound carrier, except where applicable law requires otherwise. 
  • Transit damage must be reported to the carrier and Simformotion within 10 business days after the item is delivered. Transit damage is not a covered product defect unless Simformotion determines that it resulted directly from packaging supplied and required by Simformotion. 
  • For international service, the Customer is responsible for complying with import and export laws and for serving as importer or exporter of record unless Simformotion agrees otherwise in writing. 

8. Service Remedies and Replacement Products

For products designated by Simformotion as discontinued, sunset, end-of-life, or no longer supportable, available service remedies may be limited by parts availability and product supportability. These products are not eligible for new or renewed Extended Warranty coverage. Coverage purchased and accepted before that designation will remain in effect through the applicable coverage period, subject to commercially reasonable service alternatives determined by Simformotion. 

  • Repair or replacement may use new, remanufactured, refurbished, or functionally equivalent parts or products that meet Simformotion’s quality standards. 
  • A replacement may differ in model, revision, appearance, or manufacturer, provided it offers substantially comparable functionality. 
  • Replaced parts and products become Simformotion’s property unless Simformotion instructs otherwise. 
  • The repaired or replacement item will be covered for the remainder of the applicable Extended Warranty period or for 90 days, whichever is longer. 

9. Service Timing, Availability, and Loaners

Simformotion will use commercially reasonable efforts to provide service, but the Extended Warranty does not guarantee uninterrupted operation, a specific repair completion date, or a specific level of simulator availability. Timing may be affected by Customer cooperation, product location, carrier performance, customs processing, technician availability, parts availability, and product support status.  

10. Uncovered Work and Charges

If an evaluation shows that a claim is not covered or no covered defect is found, Simformotion may charge its then-current rates for diagnostic labor, repair labor, parts, travel, shipping, and other services performed. When uncovered work is recommended, Simformotion may require the Customer to approve an estimate before the work is complete. If the Customer declines the work, the Customer remains responsible for applicable diagnostic and return-shipping charges.  

11. Data and Software

The Customer is responsible for backing up data and maintaining installation media, licenses, credentials, and configuration records. Service may require reformatting storage media, resetting settings, updating software, or replacing hardware. Simformotion is not responsible for loss, disclosure, corruption, or restoration or data, software, configurations, or Customer content except to the extent liability cannot legally be excluded. Reinstallation and restoration are not included unless expressly stated in the purchased plan. 

12. Transfer, Cancellation, and Geographic Limits

  • The Extended Warranty applied only to the Customer and Covered Product identified on the agreement and is not transferable without Simformotion’s prior written approval.
  • Service options, parts availability, response times, and supportability may vary by country. A product moved to another country may require evaluation, may receive a different service method, or may become ineligible if lawful and practical service is unavailable. 
  • Cancellation and refund rights, if any, will be governed by the applicable quotation, order terms, and law. No refund is available merely because the Customer did not request service during the coverage period, except where required by law. 

13. Limitation of Liability

To the fullest extent permitted by applicable law, Simformotion will not be liable under the Extended Warranty for indirect, incidental, special, punitive, or consequential damages, including loss of use, lost training time, lost revenue, lost profit, lost opportunity, substitute equipment, travel expense, or loss or corruption of data. Simformotion’s aggregate liability arising from the Extended Warranty will not exceed the amount paid for the applicable Extended Warranty, except where a different limitation is required by law. Nothing in these terms excludes liability that cannot legally be excluded. 

14. General Terms

  • No reseller, agent, or employee may modify these terms unless the modification is in writing and approved by an authorized officer of Simformotion. 
  • If any provision is found unenforceable, the remaining provisions will continue in effect to the fullest extent permitted by law. 
  • The governing law and venue will be as stated in the applicable sales agreement. 
  • These terms do not limit any non-waivable rights available under applicable consumer protection law. 

Customer Acknowledgment

By purchasing the Extended Warranty, the Customer acknowledges receipt of and agrees to the Cat Simulators Extended Warranty Policy. The Customer understands that Extended Warranty logistics costs, including shipping to and from the Customer, are the Customer’s responsibility unless the applicable agreement expressly states otherwise. Coverage is limited to the products, period, and services identified on the agreement and is subject to the exclusions and service process described in the policy. 

Part II. How Extended Warranty Service Works

The following steps explain how to request Extended Warranty service, what information you will need to provide, and what to expect during the review and service process. 

  1. Confirm Coverage. Before requesting service, the Customer should locate the product serial number and proof of purchase. Simformotion will confirm that coverage is active and that the product and reported condition are eligible. 
  2. Contact Simformotion Support. Contact support@catsimulators.com, call 1.877.434.7467 within the United States, or call 309.266.2640 outside of the United States. Do not return equipment or arrange third-party service before receiving authorization. 
  3. Provide Claim Information. The Customer must provide the company name, primary contact name, service address, telephone number, model and serial number, a clear description of the problem and when it began, troubleshooting already completed, and any requested photographs, video, error messages, or diagnostic logs. 
  4. Complete Remote Troubleshooting. The Customer must reasonably cooperate with remote diagnostics. Simformotion may request tests, software or firmware information, inspection of connections, log collection, photographs, or other reasonable steps. Remote troubleshooting may resolve the issue without a physical return. 
  5. Receive the Service Decision. Simformotion will determine whether the reported condition appears to be convered and identify the appropriate next step. Depending on the purchased plan and service needs, the next step may include remote correction, shipment of a part, depot repair, product replacement, on-site service, or an estimate for uncovered work. 
  6. Obtain an RMA Before Shipping. If a return is required, Simformotion will issue an RMA and provide the authorized destination and packaging instructions. The Customer must clearly display the RMA number on the shipping documentation. Products sent without authorization may be refused or returned at the Customer’s expense. 
  7. Prepare and Ship the Product. Remove Customer data and confidential information when reasonably possible, back up required files, package the item according to Simformotion’s instructions, insure the shipment, and pay all inbound shipping and applicable international charges. The Customer remains responsible for transit risk as provided in Part I. 
  8. Inspection and Coverage Confirmation. Receipt of a returned item does not by itself confirm coverage. Simformotion may inspect and test the item. If the condition is covered, Simformotion may provide an estimate and charge applicable diagnostic and shipping costs. 
  9. Repair, Replacement, or Other Remedy. Simformotion may repair the item, replace a component, provide a functionally comparable product, or apply another remedy allowed under Part I. Replacement parts or products may be new, remanufactured, refurbished, or functionally equivalent. 
  10. Return Shipment and Service Closure.  The Customer is responsible for the outbound shipping and applicable customs or tax charges unless the agreement expressly states otherwise. After the item is returned, the Customer should inspect it promptly and notify Simformotion of any shipment damage or unresolved service concern within 10 business days.