Terms of Service
Thank you for purchasing XeraShield. Please be notes of the following important points:
1. By purchasing XeraShield, you acknowledge that you have read, understood, and agreed to these terms.
2. To ensure that you can enjoy the services normally, XeraShield and the corresponding product must be purchased from the same country or region.
3. [For DJI products] To make sure that your DJI aircraft can enjoy the flyaway replacement service (if applicable), please enter [Profile] - [Device Management] in the DJI app to bind your DJI account with the aircraft in advance, and also to bind the remote controller. The flyaway replacement service cannot be used if the flyaway aircraft was not bound with the account and remote controller, or if the account or remote controller was unbounded before the flyaway occurred.
4. The serial number of your product is essential for using XeraShield. Please keep the information to yourself. If your product serial number is lost or stolen, you shall bear the corresponding consequences and responsibilities.
1. Introduction to Services
All XeraShield services are provided by Metajaya Era Sdn. Bhd. The following is an introduction to each service.
1.1. Conditions for first-time purchase:
(a) For products that are unactivated or activated within 48 hours - Can direct Purchase
(b) For products that have been activated more than 48 hours or within 1 year - walk-in required to partner store for product verification.
Partner store Link: https://xerashield.com/pages/partner-stores
If the conditions are not met, please contact us for verification of your product.
1.2. Extended Warranty
1-Year Plan
Warranty Expenditure Claim Details:
• Claims for up to three times the initial affected product cost, inclusive of taxes.
• Surcharge will incur if claims exceed Total Claim Value’s threshold (tax included) based on customer’s subscribed XeraShield’s coverage plan.
• Applicable for local claims at appointed repair center only.
• Excludes any logistic charges.
2-Year Plan
Warranty Expenditure Claim Details:
• Claims for up to three times the initial affected product cost, inclusive of taxes.
• Surcharge will incur if claims exceed Total Claim Value’s threshold(tax included). based on customer’s subscribed XeraShield’s covervage plan.
• Applicable for local claims at appointed repair center only.
• Excludes any logistic charges.
1.2.1. Extended Warranty Rollover
If there is no claims made during the coverage period, warranty plan will be extend to another year.
Example A (1-year plan)
Plan activated on 1 July 2024, extended to 30 June 2026 – no claims made during 1 July 2024 to 30 June 2025.
Example B (2-year plan)
Plan activated on 1 July 2024, extended to 30 June 2027 – no claims made during 1 July 2024 to 30 June 2026
1.3. Product Accidental Damage and Flyaway Replacement Services
Product Accidental Damage and Flyaway Replacement Services (hereinafter referred to as “replacement service”) is provided by XeraShield that promises to provide replacement services to products specified in the service agreement. If damage or a flyaway* issue occurs accidentally under normal use, or if an accident occurs to the product, you can obtain a functioning product from by using the replacement service.
1.3. Product Accidental Damage and Flyaway Replacement Services
Product Accidental Damage and Flyaway Replacement Services (hereinafter referred to as “replacement service”) is provided by XeraShield that promises to provide replacement services to products specified in the service agreement. If damage or a flyaway* issue occurs accidentally under normal use, or if an accident occurs to the product, you can obtain a functioning product from by using the replacement service.
1.4. Exclusive Repair Service
If the main products or accessories are damaged during normal use or due to accidents, both the product and the accessories sent along for repairing are entitled for repair value up to the repair quota.
1.5. Service Maintenance
XeraShield offers maintenance covering basic inspections, upgrades, calibrations, cleaning, and easily-worn part replacement for products specified in the service agreement within the scope of coverage.
2. Clauses
2.1. Validity Period
• 1-Year Plan
Service Details: Replacement Service, Exclusive Repair Service, Service Maintenance.
Effective Date: Effective Date as indicated in the Service Agreement.
Validity Period: 12 months.
• 2-Year Plan
Service Details: Replacement Service, Exclusive Repair Service, Service Maintenance.
Effective Date: Effective Date as indicated in the Service Agreement.
Validity Period: 24 months.
2.2. Coverage Areas
Replacement, Exclusive Repair Service, and Service Maintenance offered by XeraShield for you hereunder are available in the following covered areas:
• Product under coverage can repair in any appointed repair center by XeraShield in local country, regardless of international warranty availability.
2.3. Number of Service
2.3.1. Replacement Service
One replacement time is deducted after a replacement is used.
• 1-year plan
Number of Replacements:
1 time, of which the application for flyaway replacement is limited to 1 time.
• 2-year plan
Number of Replacements:
2 times, of which the application for flyaway replacement is limited to 2 times.
2.3.2. Exclusive Repair Service
Total Claim Value (TCV) depends on models. TCV encompasses the entirety of expenses related to the claim, including damages, repairs and other relevant cost. TCV is up to threefold of affected product’s XeraShield purchased price, which is applicable for both 1 year plan and 2 years plan.
• 1-year plan
Number of Repairs: Unlimited
• 2-year plan
Number of Repairs: Unlimited
2.4. Service Scope
2.4.1. Scenarios within the service scope
The following is the scope of coverage for XeraShield. Any expenses incurred outside the scope of coverage will be handled at your own expense.
Replacement Service covers the main component of the product damaged or lost during the normal use or due to accidents, and components are defined below:
- For the DJI NEO series, DJI Air series, DJI FPV series, DJI Avata series, DJI Mini series, Mavic series and the Matrice 30 series: aircraft × 1, gimbal × 1, camera × 1, propellers (pair) × 2, and battery × 1.
- For the DJI OM Series, DJI Pocket Series and Osmo Action series: camera × 1 and battery.
- For the Ronin series: gimbal × 1 and grip × 1.
- For the Mic series
- For the Matrice 350 series: aircraft × 1 and propellers (pair) × 2.
- For the Inspire 2: aircraft × 1 and propellers (pair) × 2.
- For the Zenmuse series: gimbal × 1 and camera × 1.
- For the Autel and Hover Air: aircraft × 1, gimbal × 1, camera × 1, propellers (pair) × 2, and battery × 1.
- For the Insta360 and GoPro: camera × 1 and battery x1
- For the Efix: GNSS x 1 and controller x 1
- For Chasing: ROV x1 and battery x1
Exclusive Repair Service covers the damage or loss of the product and structural parts sent back together, which occurs during the normal use or due to accidents. The main components are defined below: Aircraft × 1, gimbal and camera × 1, propeller (pair) × 2, and battery × 1.
Service Maintenance offer equipment maintenance covering basic inspections, upgrades, calibrations, and cleaning.
SYSTEM (Maintenance Credit)
1-Year Service Maintenance includes the following scopes:
• 4 x Scheduled Maintenance
• 4 x Hardware Inspection
• 4 x Firmware Diagnostics
• 4 x Drone Calibration
• 4 x External Deep Cleaning
2-Year Service Maintenance includes the following scopes:
• 8 x Scheduled Maintenance
• 8 x Hardware Inspection
• 8 x Firmware Diagnostics
• 8 x Drone Calibration
• 8 x External Deep Cleaning
2.4.2. Exclusions
The losses, expenses, and liabilities listed below are NOT covered by all services:
1) The part is not covered by the service.
2) Damage to a non-coverage product.
3) Damage caused by using your product together with a non-original product or third-party accessory/software that is not authorized by original product brand.
4) Some or all of the product’s parts that are covered by the replacement service have been stolen, looted, or discarded.
5) Damage to components caused by unauthorized repair or replacement.
6) Damage to product caused by deliberate actions.
7) Damage to the product caused by installation, usage, or operation not in accordance with the user manual’s recommendations.
8) Damage to the product caused by using the product to engage in illegal activities.
9) Direct or indirect loss caused by natural disaster, war, military action, riot, coup, terrorist activities, etc.
10) Damage to the product caused by nuclear radiation, nuclear explosion, nuclear pollution and other radioactive pollution.
11) Technical enhancements or performance improvements for product provided at an extra fee.
12) Indirect loss and/or anticipated profit in any form.
13) Any litigation, arbitration and/or any other legal fees relating to replacement service.
The losses, expenses, and liabilities listed below are not covered by the replacement service:
1) When using the product accidental damage service, some or all of the product’s parts that are covered by the replacement service are lost.
2) Flyaway occurs after the account binding or remote controller binding is not enabled.
3) Personal injury and/or property loss to the customer or any other people caused by the product.
The losses, expenses and liabilities listed below are not covered by the exclusive repair discounts and service maintenance:
1) Some or all of the product’s parts that are covered by the replacement service are lost.
2) Personal injury and/or property loss to the customer or any other people caused by the product.
2.5 Service Fees
2.5.1 Request a service from XeraShield
Please refer to the table below for details of service fees incurred within the service scope. Service fees incurred before the service is requested due to reasons attributable to you or beyond the validity period will not be refunded.
• Replacement Service:
Material Costs: You need to pay the replacement fee, which will be specifically deducted depending on the number of accidents and the type of accidents.
Labor Costs: Borne by XeraShield.
Logistics Fees: Customer need to bear the cost of sending items to XeraShield. XeraShield will bear the cost of shipping the item back to customer.
• Exclusive Repair Service:
Material Costs: Provide you within the limited repair quota (TCV).
Labor Costs: Within the limited repair quota (TCV).
Logistics Fees: Customer need to bear the cost of sending items to XeraShield. XeraShield will bear the cost of shipping the item back to customer.
• Service Maintenance:
Material Costs: Borne by XeraShield
Labor Costs: Borne by XeraShield
Logistics Fees: Customer need to bear the cost of sending items to XeraShield. XeraShield will bear the cost of shipping the item back to customer.
2.5.2. Request services from a third-party service provider
To make a claim under Xerashield Care, your product must be repaired by a XeraShield authorized repair center. Repairs from unauthorized third-party centers, including DJI or any other official repair centers, will not be covered.
3. Service Process
3.1. Preparation
1) Before applying for XeraShield services, please go to XeraShield Privacy Policy page and read the XeraShield privacy policy carefully. By applying for the service, you hereby acknowledge that you have read, agree to and abide by this Privacy Policy, authorize to provide XeraShield with your personal information and product information you fill out, and authorize XeraShield to use such information while providing services to you. Personal information includes but is not limited to your name, telephone number, email, and address. Product information includes but is not limited to your product model and serial number, product settings data, flight operation data, and flight environment and location data.
2) Before sending out your product, please back up your personal information and/or delete all the data installed or recorded in your product, including but not limited to images, videos, and installed third-party software and software packages in the built-in memories and SD cards. If any such information cannot be deleted, please modify it to prevent others from obtaining it or to exclude it from the definition of personal data under applicable laws. If you fail to delete such information, XeraShield will unavoidably access such information when providing the service and may delete such data as a result of the service. XeraShield shall not be liable for any loss or disclosure of data from any product you have sent back to XeraShield or any product you have repaired by XeraShield.
3) Before obtaining the service, ensure that the product’s remote controller binding function is disabled. If the remote controller binding function is not disabled or cannot be turned off, XeraShield will have to change or unbind the remote controller of the product during the service. When you receive the repaired product or replacement unit, please promptly connect the app to check the remote controller binding status, and to bind the remote controller again or change the bound remote controller if necessary.
There is no need to remove the device from the bound account. The associated account has the ownership of the product. The product can be connected to and used by anyone after the associated account is removed. Please use this function with caution.
3.2. Service Process for Product Accidental Damage
Online Repair Request
1) Register case:
By selecting Online Repair Request, you need to send in the damaged product to the official XeraShield appointed Service Center. Once the service center confirms the accident, you may choose whether or not to use XeraShield and select the applicable service type.
Accident Information
• Within the service scope of the official warranty, and still within the official warranty period.
XeraShield will provide free repair for products within the coverage period.
• Out of the service scope of the official warranty, or out of the official warranty period.
Product accident replacement or exclusive repair service.
2) Send back the product:
Please send back the corresponding parts within 7 calendar days after an Online Service Request is submitted. To use product accidental damage replacement or exclusive repair service, please send back the corresponding parts based on the covered part list.
• If you are unable to send back the damaged product components corresponding to the components covered by the replacement service, you will be required to pay additional material costs for the missing components, otherwise the product accidental damage replacement service will not be available.
• If you are unable to send back the damaged product components corresponding to the components covered by the exclusive repair discounts service, you will not be able to apply the product's repair discount to the components not provided.
3) Detect the accident situation:
XeraShield Service Center will detect the situation about the damage to your products.
4) Pay service fees:
Pay for all services after confirming whether or not to use XeraShield and the type of service used.
5) Perform services:
XeraShield will perform services accordingly for you when the service fees are paid. Your original products will be taken back as the proof of service performance.
6) Sign for the products:
XeraShield will send out the replaced products or repaired.
Important Note: Lead time for repair and replacement claim is subject to 60 days period.
3.3 Service Process for Flyaway Online Repair Request
All drone products specified in the Service Agreement are flown away due to accidents within the validity period, you may obtain a well-functioning product with XeraShield after going through the flyaway service procedure. For services with a limited number of service times, one service time will be deducted after each use – replacement fees applies.
-
1-Year Plan
Number of Replacements: 1
-
2-Year Plan
Number of Replacements: 2
1) Register case:
During the case registration, you need to upload the flight record of the accident. If you cannot upload or find a flight record, please contact XeraShield Support directly.
2) Detect the accident situation:
You can choose whether or not to use XeraShield and the applicable service type when a product accident situation has been detected by the XeraShield Service Center:
Accident Information
• Within the service scope of the official warranty, and still within the official warranty period.
XeraShield to proceed claim for a new aircraft.
• Out of the service scope of the official warranty, or out of the official warranty period.
Flyaway replacement service.
3) Complete XeraShield Flyaway Aircraft Report
If you decide to use the flyaway replacement service, accident flight records need to be provided, and a Original Equipment Manufacturers (OEM) Flyaway Aircraft Report should be produced as a certificate for the replacement service.
• You may not use the flyaway replacement service if you are unable to provide the flight record of the accident or cannot complete the Original Equipment Manufacturers (OEM) Flyaway Aircraft Report.
• After a Flyaway Aircraft Report is produced, the flyaway aircraft will be restricted from use. If the aircraft is found before paying the service fee, you can contact XeraShield to cancel the Flyaway Aircraft Report, and then your product can be used normally again. If you have already paid the service fee, the ownership of your original product will be transferred to XeraShield as a certificate of the replacement service and the Flyaway Aircraft Report cannot be cancelled. If you obtain the aircraft again, please send it back to XeraShield.
4) Pay service fees:
Pay for all services after confirming whether or not to use XeraShield and the type of service used.
5) Sign for the products:
XeraShield will send out a replacement product after you pay for the service. The product supplied by XeraShield will be automatically bound to XeraShield of your original product, and the validity period of each service and the official warranty period of the original product will be inherited.
3.4. Service Maintenance Process
1) Register your case:
Please select “Maintenance” for the type of service at the time of registration.
2) Send back the product:
Please send the product and the remote controller used together back to XeraShield official service center. If there is damage outside of the scope of coverage, you will need to determine whether to turn to the service process for product accidental damage replacement.
3) Confirm the use of maintenance rights and interests:
If the service maintenance is applicable to your product, the service center will provide you with services accordingly.
4) Sign for the products:
XeraShield will send your product back when maintenance is completed.
4. Termination of Service
XeraShield has the right to refuse to provide services under the following situations:
1) Products are purchased from non-official or authorized channels.
2) XeraShield and the corresponding product are not purchased from the same country or region.
3) The service is applied for outside of the coverage area.
4) The date when you apply for the services not within the period of validity of the service.
5) Failure to apply for the service in accordance with the service process. XeraShield has fully fulfilled the obligations of XeraShield, and the service will be terminated under one of the following circumstances:
1) The coverage period agreed for each service has been reached;
2) The number of coverage times agreed for each service has been reached;
3) Its user has initiatively requested to exit XeraShield, and the request has been confirmed by Xerashield.
5. Return and Transfer of Xerashield Care
XeraShield is non-refundable upon purchase in any condition. In the event of product being transfer ownership, customer can register with XeraShield to transfer ownership of existing XeraShield.