Proro Rig After-Sales Service Terms

These terms govern after-sales inspection, warranty handling, repair, replacement, firmware access, and return services supplied by Proro Rig.

This distinction is necessary because external suppliers or unknown third parties may alter hardware components, controller settings, or firmware before resale. We guarantee the sales record, warranty administration, and supplied firmware chain for devices sold and registered by our official store; external devices require technical review and paid service.

A product-specific sales agreement, written quotation, or mandatory law may provide additional rights. If there is a conflict, the mandatory rule or specifically agreed written term prevails to the extent of that conflict.

Official Store Device

Hardware sold through our official store and registered in our sales and serial records.

External Device

Hardware obtained from another supplier and not associated with an official store sales record.

Service Case

The unique repair or support request used to identify the customer, serial number, reported fault, and service history.

Remote Diagnostic

A scheduled English-language remote technical session used to inspect device operation, logs, configuration, firmware, and reported faults.

Lifetime Firmware Access

Account-based access for one registered serial to compatible firmware releases made available during the supported service life of that model. It does not guarantee perpetual support, a minimum number of releases, or support after End of Service.

End of Service

The date after which compatible files, parts, tools, distribution rights, or technical support for a model may no longer be reasonably available.

Create a repair request before shipping. Provide accurate contact details, model, complete serial number, order information where applicable, fault symptoms, operating conditions, device logs, and clear photographs when requested.

• Remote diagnostic appointments are arranged with the Customer through English-language communication.
• The Customer must install AnyDesk from its official website and be available to authorize the remote connection at the scheduled time. AnyDesk.
• When the miner powers on and is network-connected, the Customer must use a computer connected to the same local network as the miner.
• If the device does not power on or cannot connect to the network, Support will contact the Customer to agree an alternative diagnostic method. Beginner Customers will be guided through the required preparation.
• A missed appointment should be reported as soon as possible. One reasonable rescheduling request may be accepted; repeated absence or failure to prepare the required access may close the session as delivered or require a new fee.

After authorization, ship only to the location stated in the case. The Customer pays the inbound freight. For an accepted warranty case, Proro Rig pays standard return delivery after repair or replacement; no diagnosis, labor, parts, handling, packing or storage charge is applied to that accepted case.

Eligible verified hardware is covered for 365 days from delivery, or activation for hosted hardware. Coverage includes manufacturing defects, unexplained internal failure, delivery damage and a unit received non-operational, subject to serial verification and inspection.

• The Customer pays inbound transportation to the authorized service center.
• We pay standard return transportation for an accepted warranty repair or replacement.
• Repair or replacement is targeted within 10 business days after receipt.
• Hosted hardware receives covered repair or equivalent hashrate replacement without an additional charge.

The $49 remote diagnostic fee applies only to devices whose warranty has expired, devices that are not registered in our official sales records, and devices purchased from an external supplier. Eligible in-warranty Official Store Devices are assessed under warranty without this fee.

1. Remote technical assessment: during the scheduled session we may inspect network visibility, system logs, temperatures, power and hashrate behavior, controller configuration, installed firmware, error history, and the reported fault.
2. Immediate guidance: where reasonably possible, Support will guide the Customer through safe corrective steps during the session.
3. Repair decision: if physical service is required, Support will explain the recommended shipment scope and issue a written estimate for parts, labor, and applicable transport before paid repair begins.
4. Testing: hardware repaired by us undergoes appropriate functional and load testing.

The diagnostic fee is not refundable after the scheduled technical service has been delivered, including where the issue is resolved remotely and no shipment is required. If we accept the device for a quoted paid repair, the diagnostic fee is credited against the approved repair charge. The Customer remains responsible for inbound and return freight and all approved repair costs unless a written quotation states otherwise.

Replaced components in an approved paid repair carry a 90-day service warranty. If the estimate is declined, no repair charge is imposed, but the completed diagnostic fee remains payable. Diagnosis does not guarantee that a device is repairable or economically suitable for repair.

External and older models may require an individual compatibility review before the first package is released. This review is necessary because resellers or unknown third parties may have altered the controller, hardware configuration, or installed firmware before the device reached the Customer.

• The Customer may request a refund before the first compatible firmware package has been supplied or made available in the account.
• Once the first compatible package is supplied or made available, the registration has been fulfilled and the fee is non-refundable.
• If Support determines before release that no package can be supplied safely or compatibly because the device or its firmware was modified by an external party, the registration fee will be refunded and we may decline firmware service for that device.
• Access is personal to the registered account and serial. Files may not be redistributed, resold, published, or installed on unrelated devices.

Free warranty service does not cover a fault caused by the Customer or an external operating condition. An unrelated modification does not void the whole warranty unless it caused the fault or prevents reliable diagnosis.

Proro Rig may perform reasonable disassembly, testing, firmware verification, component-level inspection, and burn-in procedures to identify the fault. Inspection findings determine whether service is covered, chargeable, unavailable, or uneconomical.

To restore function efficiently, we may repair the original unit, replace individual parts, exchange a board, or provide an equivalent replacement unit. Replaced defective parts are not returned unless required by law or agreed in writing before service.

Accepted warranty service has no diagnosis, labor, parts, handling, packing or storage charge. An out-of-warranty quotation identifies every paid item and no additional paid work proceeds without approval.

Post-term storage rules for hosted devices appear in the Hosting Agreement: 90 days free, followed by $30.00 per device for each 30-day period after notices. Warranty repair cases are not converted into storage debt while an accepted repair is actively being completed.

Remove confidential information, pool credentials, wallet addresses, API keys, and personal data before shipment. Service can require resetting storage, replacing controllers, or installing approved firmware. We cannot guarantee preservation of device settings or data.

To the maximum extent permitted by law, responsibility for a proven loss or damage caused directly by our service is limited to the reasonable repair or replacement value of the affected product. We are not responsible for lost mining revenue, changes in coin value, pool rewards, business interruption, indirect loss, or loss caused by carriers, customs, inaccurate customer information, or events outside reasonable control.

Nothing in these terms excludes liability or customer remedies that cannot legally be excluded or limited.

We may use authorized service providers and logistics partners to complete a case. Service records may be retained for support, fraud prevention, quality control, regulatory, and accounting purposes in accordance with applicable privacy requirements.

If one provision is unenforceable, the remaining provisions continue in effect. A delay in enforcing a right does not waive that right. The version accepted when the service case is created normally governs that case unless a mandatory legal rule requires otherwise.

These terms may be updated to reflect service operations, product changes, or legal requirements. The effective date at the top identifies the current version.