PUDU Care Packge (Basic) 服务条款

当客户购买了 Pudu Robotics 的服务包，在机器到达后，客户可通过官方联系方式联系 Pudu Robotics，启动安装部署服务流程。

安装部署服务包括

• 现场勘测：确保最佳设置位置。
• 地图构建：为机器人操作创建精确的工作环境地图。
• 效果验证：对安装结果进行严格检验，满足预期性能标准。
• 使用培训：为客户团队提供详尽的操作指导，直至掌握为止。

工程师将在确认设备运行无误且客户团队能够熟练操作后离场。整个安装部署过程计划在 1 个工作日内完成；若因特殊情况需要更多时间，我们会提前通知并提供额外费用报价。

服务流程

• 机器到货：客户收到机器人产品。
• 申请安装服务：客户联系 Pudu Robotics 发出安装请求。
• 约定上门时间：Pudu Robotics 客服人员将与您协调具体上门日期。
• 工程师上门服务：执行上述所有安装步骤。
• 客户验收：对我们工作的质量进行最终检查。
• 服务评价：我们期待您的反馈以持续改进服务质量。
• 服务关闭：完成所有步骤后正式结束服务流程。

Upon the Customer’s purchase of a service package from Pudu Robotics, and following the delivery of the robot to the Customer’s designated location, the Customer may initiate the installation and deployment service by contacting Pudu Robotics through its official communication channels.

The installation and deployment service shall include the following components

• On-site Survey: Assessment of the deployment environment to ensure optimal placement and configuration.
• Map Creation: Development of an accurate operational map of the working environment for robot operation.
• Performance Verification: Comprehensive inspection and validation of the installation results to ensure compliance with the expected performance standards.
• Usage Training: Provision of detailed operational training to the Customer’s designated personnel until they are able to operate the robot proficiently.

The assigned engineer shall complete the service and depart the site only after confirming that the equipment is operating properly and that the Customer’s personnel are capable of independent operation.

The installation and deployment service is scheduled to be completed within one (1) business day. In the event that additional time is required due to special circumstances, Pudu Robotics shall notify the Customer in advance and provide a quotation for any additional costs incurred.

Service Process

• Robot Delivery: The Customer receives the robot product.
• Installation Service Request: The Customer submits an installation request to Pudu Robotics.
• On-site Appointment Scheduling: Pudu Robotics customer service personnel coordinate and confirm the on-site service date with the Customer.
• On-site Engineering Service: The engineer performs all installation and deployment procedures described above.
• Customer Acceptance: The Customer conducts a final inspection and acceptance of the completed service.
• Service Evaluation: The Customer may provide feedback for the purpose of continuous service improvement.
• Service Closure: Upon completion of all steps, the service process shall be formally concluded.

在服务有效期内，如果您的设备出现任何故障，请随时联系 Pudu Robotics 客服团队，我们将竭诚为您服务。我们的支持流程如下：

• 客户报修：一旦发现设备故障，请立即与我们联系。
• 远程故障排查：我们的技术支持团队将首先尝试通过电话或在线方式，帮助您快速定位并解决问题。
• 问题处理：a) 若问题可以通过远程支持解决，则直接完成闭环；b) 若需要进一步处理，我们将根据具体情况升级问题，确保得到及时解决。
• 解决方案提供：如需技术改进或特定部件更换，研发团队将迅速提供相应的解决方案或寄出必要的备件。
• 上门服务：对于无法通过远程解决的问题，在服务期间内提供 2 次免费的上门维修服务，我们会安排专业工程师进行现场维修，确保机器恢复正常运行。
• 服务闭环：所有问题解决后，我们将与您确认，确保服务达到预期效果。

请注意，具体的服务范围和条款请参见 3.1 条。

During the validity period of the services, in the event of any malfunction or failure of the equipment, the Customer may contact the Pudu Robotics customer service team for assistance. Pudu Robotics shall provide repair services in accordance with the following process:

• Fault Reporting: Upon discovery of an equipment malfunction, the Customer shall promptly notify Pudu Robotics.
• Remote Troubleshooting: Pudu Robotics’ technical support team shall first attempt to diagnose and resolve the issue through remote means, including telephone or online support.
• Issue Handling: a) If the issue can be resolved through remote support, the service process shall be completed accordingly; b) If further action is required, Pudu Robotics shall escalate the issue as appropriate to ensure timely resolution.
• Provision of Solutions: Where technical improvements or replacement of specific components are required, Pudu Robotics’ research and development team shall promptly provide the corresponding solution and/or dispatch the necessary spare parts.
• On-Site Service: For issues that cannot be resolved remotely, up to two (2) free on-site repair services shall be provided during the service period. Pudu Robotics will arrange qualified professional engineers to perform on-site repairs to ensure that the equipment is restored to normal operation.
• Service Closure: Upon resolution of the issue, Pudu Robotics shall confirm with the Customer that the service has been completed to the agreed standard.

For the specific scope, conditions, and limitations of repair services, please refer to Article 3.1 herein.

• 服务邮箱：techservice@pudutech.com
• 热线电话：+1-855-756-5580
• WhatsApp 服务号：+86 133 1299 7452

• Service Email: techservice@pudutech.com
• Service Hotline: +1-855-756-5580
• WhatsApp Service Account: +86 133 1299 7452

2.1 普渡机器人售后服务工作时间

• 远程服务：工作日（美国时区 CST）上午 9:00 至下午 6:30。
• 现场服务：工作日（美国时区 CST）上午 8:00 至下午 5:00。

2.2 维修服务时效

2.1 Pudu Robotics After-Sales Service Working Hours

• Remote Services: Business days (U.S. CST), from 9:00 a.m. to 6:30 p.m.
• On-Site Services: Business days (U.S. CST), from 8:00 a.m. to 5:00 p.m.

2.2 Repair Service Levels and Timeliness

3.1 免费维修服务范围受售后质保条例约束，需满足以下条款

• 正常使用情形下，出现非人为的质量问题。
• 未发生未按产品说明书和安装指导手册进行不正确安装、使用、充电、保管导致的质量问题。
• 产品无擅自拆机、维修，无进水、进异物（油、沙等），无操作失误或者意外事件导致的碰撞或者跌落等情形。
• 未进行非官方说明书指导的私自改装、拆解、开壳等行为。
• 配送机器人在安全载重重量内使用，清洁机器人使用官方说明的洗涤剂。
• 产品序列号以及出厂标签无撕毁、涂改迹象。
• 终端客户能提供有效的购买证明、单据及单号。
• 故障或损坏系因产品固有缺陷导致，非因外部因素（如碰撞、烧毁等）或不可抗力因素（如地震、火灾、战争等）引起。

3.2 维修、保养及易损件/耗材的除外责任

• 在产品质保期限内 Pudu Robotics 提供免费的备件，但产品耗材类部件如清洁剂、集尘袋、边刷、清洁胶条等均不包含在服务范围内。产品主要部件质保时长请查阅《[Pudu Robotics] After-Sales Service Policy for End-customers》。
• 产品在质保期结束后将不再享有免费备件支持。Pudu Robotics 为客户提供延保服务选项，或者选择订购 PUDU CAER Service Plan，客户可根据自身需求选择是否购买。

3.3 其他免责条款

• Pudu Robotics 仅对合同约定的机器人型号、序列号及部署地点提供服务，机器转售后未通知 Pudu Robotics 报备转让的设备不享受服务。
• 以上条款未枚举的因外部因素或不可抗力造成的备件损坏。

3.1 Scope of Free Repair Service

The scope of free repair service shall be governed by the after-sales warranty policy and shall be subject to the following conditions:

• Quality issues arising from non-human factors under normal usage conditions.
• Quality issues resulting from improper installation, use, charging, or storage that are not in accordance with the product manual and installation guidelines.
• The product has not been disassembled, repaired, or tampered with without prior authorization, and has not been exposed to water ingress, foreign objects (such as oil, sand, etc.), or operational errors, collisions, or falls caused by accidents.
• No unauthorized modifications, disassembly, or removal of the casing beyond what is specified in the official manual.
• Delivery robots have been used within the safe weight limit specified, and cleaning robots have utilized only detergents approved by the official guidelines.
• The product's serial number and factory labels are intact and have not been tampered with or altered.
• The end customer is able to provide valid proof of purchase, invoices, and tracking numbers.
• The fault or damage is attributable to inherent defects in the product, and not to external factors (such as collision, burning, etc.) or force majeure events (such as earthquakes, fire, war, etc.).

3.2 Exclusions for Repair, Maintenance, and Consumables

• During the warranty period, Pudu Robotics shall provide free replacement parts, but consumables, including but not limited to cleaning agents, dust bags, side brushes, and cleaning strips, are excluded from the service scope. For details on the warranty duration of the product’s main components, refer to the "[Pudu Robotics] After-Sales Service Policy for End-customers."
• Upon expiration of the product warranty period, the Product shall no longer be entitled to free spare parts support. Pudu Robotics offers customers the option to purchase extended warranty services or to subscribe to the PUDU CARE Service Plan. Customers may decide whether to purchase such services based on their individual needs.

3.3 Other Exclusions

• Pudu Robotics shall only provide services for the robot models, serial numbers, and deployment locations as specified in the contract. Equipment that has been resold and not duly reported to Pudu Robotics for transfer shall not be eligible for service.
• Damage to spare parts resulting from external factors or force majeure events, which are not explicitly covered in the above terms, shall not be eligible for repair or replacement.

客户方需提前 30 天提出续约请求，否则达到服务约定的保障期限时默认中止合同。

The Customer shall submit a renewal request at least thirty (30) days in advance. Failing such request, this Agreement shall automatically terminate upon the expiration of the agreed service coverage period.