Guarantee, Warranty & Service Policy

1. Weighbridge & Truck Scale

Guarantee

For REMARK Weighbridge and Truck Scale products, Guarantee means the product guarantee provided for the period specified in the applicable Quotation, Work Order, Invoice, Warranty Card, or other official sales documents.

Guarantee Coverage

During the applicable Guarantee period, REMARK Technology will inspect, diagnose, repair, or replace any eligible defective product, spare part, or component in accordance with this policy.

If REMARK Technology determines that a product, spare part, or component requires inspection, testing, calibration, or repair at a REMARK Technology Service Center, the customer shall deliver the required item to the designated Service Center at their own expense and risk.

Guarantee Exclusions

The Guarantee does not apply to damage resulting from:

• Physical impact or accidental damage
• Water or flood
• Fire
• Lightning
• Over voltage or under voltage
• Electrical short circuit
• Improper earthing
• Chemical exposure
• Corrosion or rust
• Natural disasters
• Misuse, negligence, or improper operation
• Unauthorized repair, modification, or tampering
• Failure to follow REMARK Technology operating instructions

REMARK Technology reserves the right to inspect the product before approving any Guarantee claim.

Warranty

For REMARK Weighbridge and Truck Scale products, Warranty refers to complimentary technical service provided during the applicable Warranty period.

Warranty Coverage

Warranty includes:

• Free technical inspection and diagnosis
• Free repair service
• Telephone and online technical support
• Technical guidance provided by REMARK Technology engineers

Unless otherwise specified in the official sales documents, Warranty does not include:

• Spare parts
• Consumable materials
• Transportation or courier charges
• Loading and unloading costs
• On-site travel or accommodation expenses

Remote software support, software installation, reinstallation, configuration, and database assistance may be subject to the applicable service charge.

Delivery

The estimated delivery period will be specified in the applicable Quotation or Work Order.

Delivery schedules may vary due to production planning, material availability, transportation, weather conditions, government regulations, or other circumstances beyond REMARK Technology's reasonable control. Transportation, unloading, crane services, lifting equipment, and related logistics costs shall be borne by the customer unless otherwise agreed in writing.

Installation

Installation will be carried out after the project site is fully prepared.

The customer is responsible for:

• Foundation and civil works
• Electrical wiring and power supply
• Control room construction and preparation
• Proper earthing
• Required manpower during installation
• Site readiness according to REMARK Technology recommendations

If the installation site is not ready on the scheduled date, installation may be postponed until the site is fully prepared.

Calibration

Where on-site calibration is required, the customer shall arrange the required standard test weights or BSTI-certified test weights.

If calibration is performed at the REMARK Technology Service Center, the customer shall deliver the required equipment at their own cost and risk.

All calibration-related expenses, including transportation, loading, unloading, BSTI test weight/ Net Weight / BSTI Batkhara / 20 Ton load-Truck Vehicle on the day of scale commissioning rental, vehicle hire, and other associated costs, shall be borne by the customer unless otherwise agreed in writing.

Payment

Orders will be processed after receiving the official Work Order and the agreed advance payment.

For the security of both the customer and REMARK Technology, all payments shall be made only to the official bank account of REMARK Technology through approved banking methods, including Bank Transfer, DD, TT, RTGS, NEFT (where applicable), or Account Payee Cheque.

Customers are strongly advised not to make any cash payment to any individual.

REMARK Technology shall not be responsible for any cash transaction or payment made outside its official banking procedures.

Customer Responsibilities

To ensure safe operation and reliable performance, the customer shall:

• Operate the equipment according to REMARK Technology guidelines
• Maintain a stable power supply and proper earthing
• Protect the equipment from water, fire, chemicals, dust, and physical damage
• Allow servicing only by REMARK Technology or its authorized service personnel
• Provide safe access for installation, inspection, maintenance, and service

Unless otherwise agreed in writing, engineer travel, transportation, accommodation, meals, and other site-related expenses shall be borne by the customer.

Service Conditions

REMARK Technology may require any product or spare part to be inspected, tested, calibrated, or repaired at its designated Service Center.

The customer shall deliver the required item to the Service Center at their own cost and risk.

REMARK Technology reserves the right to determine the appropriate inspection, repair, replacement, or service method based on the product condition, technical requirements, and service standards.

Important Notes

• The applicable Guarantee and Warranty period is specified only in the relevant Quotation, Work Order, Invoice, Warranty Card, or other official sales documents.
• This policy explains the Guarantee, Warranty, service coverage, exclusions, and customer responsibilities applicable during the specified period.
• REMARK Technology reserves the right to revise or update this policy without prior notice.

2. Digital Weighing Scale

(Platform Scale, Floor Scale, Animal Scale, Bench Scale, Table Top Scale, Retail Scale, and other REMARK Digital Weighing Scale products.)

Guarantee

For REMARK Digital Weighing Scale products, Guarantee refers to the product guarantee provided for the period specified in the applicable Quotation, Work Order, Invoice, Warranty Card, or other official sales documents.

Guarantee Coverage

During the applicable Guarantee period, REMARK Technology will inspect, diagnose, repair, or replace eligible defective components in accordance with this policy.

If REMARK Technology determines that any product, spare part, or component requires inspection, testing, calibration, or repair at the REMARK Technology Service Center, the customer shall deliver the required item to the designated Service Center at their own cost and risk.

Guarantee Exclusions

The Guarantee does not apply to damage resulting from:

• Physical impact or accidental damage
• Water or flood
• Fire
• Lightning
• Over voltage or under voltage
• Electrical short circuit
• Improper earthing
• Chemical exposure
• Corrosion or rust
• Natural disasters
• Misuse, negligence, or improper operation
• Unauthorized repair, modification, or tampering
• Failure to follow REMARK Technology operating instructions

REMARK Technology reserves the right to inspect the product before approving any Guarantee claim.

Warranty

For REMARK Digital Weighing Scale products, Warranty refers to complimentary technical service provided during the applicable Warranty period.

Warranty includes:

• Free technical inspection and diagnosis
• Free repair service
• Telephone and online technical support
• Technical guidance provided by REMARK Technology engineers

Unless otherwise specified in the official sales documents, Warranty does not include:

• Spare parts
• Consumable materials
• Transportation or courier charges
• Loading and unloading costs
• On-site service expenses

Remote software support, software installation, software reinstallation, configuration, and database assistance may be subject to the applicable service charge.

Calibration

Where calibration is required, REMARK Technology may request the customer to deliver the weighing scale to the designated Service Center.

If on-site calibration is required, the customer shall arrange the required standard test weights or BSTI-certified test weights.

All calibration-related expenses, including transportation, loading, unloading, BSTI test weight rental, vehicle hire, courier charges, and other associated costs, shall be borne by the customer unless otherwise agreed in writing.

Customer Responsibilities

To ensure safe and accurate operation, the customer shall:

• Operate the weighing scale according to REMARK Technology guidelines.
• Maintain a stable power supply and proper earthing where applicable.
• Protect the equipment from water, fire, chemicals, dust, and physical damage.
• Allow servicing only by REMARK Technology or its authorized service personnel.
• Deliver the product to the designated Service Center whenever inspection, calibration, or repair is required.

Service Conditions

REMARK Technology may require any weighing scale or spare part to be inspected, tested, calibrated, or repaired at its designated Service Center.

The customer shall deliver the required item to the Service Center at their own cost and risk.

REMARK Technology reserves the right to determine the appropriate inspection, calibration, repair, replacement, or service method based on the product condition and technical requirements.

Important Notes

• The applicable Guarantee and Warranty period is specified only in the relevant Quotation, Work Order, Invoice, Warranty Card, or other official sales documents.
• This policy explains the Guarantee, Warranty, service coverage, exclusions, calibration requirements, and customer responsibilities applicable during the specified period.
• REMARK Technology reserves the right to revise or update this policy without prior notice.

3. IPS / UPS / LiFePO₄ Battery

(Applicable to all REMARK Inverter, UPS, IPS, and LiFePO₄ Battery products.)

Warranty & Free Service

For REMARK Inverter, UPS, IPS, and LiFePO₄ Battery products, the applicable Warranty and Free Service period will be specified in the relevant Quotation, Work Order, Invoice, Warranty Card, or other official sales documents.

Warranty

During the applicable Warranty period, REMARK Technology will provide:

• Free technical inspection and diagnosis
• Free repair service
• Free replacement of eligible defective spare parts
• Telephone and online technical support
• Technical guidance provided by REMARK Technology engineers

Products requiring inspection or repair shall be delivered or sent to the designated REMARK Technology Service Center by the customer at their own cost and risk.

Free Service

During the applicable Free Service period:

• Technical service will continue without service charges where applicable.
• If replacement spare parts are required, the customer shall pay only the cost of the required spare parts.
• Products requiring repair shall be delivered or sent to the designated REMARK Technology Service Center by the customer.

Home Service

Where Home Service is available, REMARK Technology may provide service through its engineer, technician, or authorized representative.

For each Home Service visit, the customer shall bear the travel, transportation, accommodation (if required), meals, and other site-related expenses unless otherwise agreed in writing.

REMARK Technology reserves the right to determine whether service will be provided at the customer's location or at the designated Service Center.

Battery Coverage

Warranty for REMARK LiFePO₄ Battery applies only to the battery cells unless otherwise specified in the applicable Warranty documents.

Battery Management System (BMS), charger, accessories, cables, connectors, and other excluded components are not covered unless specifically mentioned in the applicable product Warranty.

Customer Responsibilities

To ensure safe operation and maximum product life, the customer shall:

• Install and operate the product according to REMARK Technology guidelines.
• Maintain a stable power supply and proper earthing.
• Protect the product from water, fire, excessive heat, chemicals, and physical damage.
• Allow servicing only by REMARK Technology or its authorized service personnel.
• Deliver the product to the designated Service Center whenever requested for inspection or repair.

Warranty Exclusions

Warranty and Free Service do not apply to damage resulting from:

• Physical impact or accidental damage
• Water or flood
• Fire
• Lightning
• Over voltage or under voltage
• Electrical short circuit
• Improper earthing
• Chemical exposure
• Corrosion or rust
• Natural disasters
• Misuse, negligence, or improper operation
• Unauthorized repair, modification, or tampering
• Failure to follow REMARK Technology operating instructions

Service Conditions

REMARK Technology may require any product or spare part to be inspected, tested, or repaired at its designated Service Center.

The customer shall deliver the required product to the Service Center at their own cost and risk.

REMARK Technology reserves the right to determine the appropriate inspection, repair, replacement, or service method based on the product condition, technical requirements, and service standards.

Important Notes

• The applicable Warranty and Free Service period is specified only in the relevant Quotation, Work Order, Invoice, Warranty Card, or other official sales documents.
• This policy explains the Warranty, Free Service, service conditions, exclusions, and customer responsibilities applicable during the specified period.
• REMARK Technology reserves the right to revise or update this policy without prior notice.

4. Computer & Printer

(Applicable to computers, printers, peripherals, networking equipment, and other third-party IT products supplied by REMARK Technology.)

Third-Party Product Policy

REMARK Technology may supply or procure third-party products on behalf of customers.

The applicable Warranty, Guarantee, replacement, repair, and after-sales service for such products shall be provided solely in accordance with the policy of the respective manufacturer, importer, or supplier.

Customers shall contact the respective manufacturer, importer, or supplier directly for any Warranty or service claim where applicable.

REMARK Technology shall not be responsible for providing, processing, or approving Warranty or Guarantee claims for third-party products unless otherwise agreed in writing.

Service

If REMARK Technology provides installation, configuration, maintenance, or technical support for any computer, printer, or third-party IT product, such services shall be provided according to the applicable service agreement or quotation.

Products requiring inspection or repair may be requested to be delivered to the designated REMARK Technology Service Center at the customer's own cost and risk.

Remote technical support may be available where applicable.

Data Protection

Customers are responsible for backing up all important data before submitting any computer, printer, storage device, or other digital equipment for inspection, repair, maintenance, or software installation.

REMARK Technology shall not be responsible for any loss of data, software, operating system, application settings, or digital information resulting from diagnosis, repair, maintenance, hardware replacement, software installation, software reinstallation, operating system installation, virus removal, or other technical services.

Customer Responsibilities

To ensure efficient service, customers shall:

• Back up all important data before requesting service.
• Remove confidential or sensitive information where possible.
• Provide necessary passwords, licenses, or access credentials when required for service.
• Inspect the product upon collection and confirm that the requested service has been completed.

Important Notes

• Warranty and service terms for third-party products are determined by the respective manufacturer, importer, or supplier.
• REMARK Technology reserves the right to inspect and evaluate any product before providing technical service.
• REMARK Technology reserves the right to revise or update this policy without prior notice.

Contact

For warranty claims, technical support, service requests, or product information, please contact REMARK Technology through our official office, authorized representatives, or customer support channels.

Language Notice

This policy is originally prepared in English.

Translations into other languages are provided for customer convenience only. In the event of any difference or inconsistency between the translated version and the English version, the English version shall prevail.